Travel insurance cruise cover.

JIL

Just a moan really and to ask who I should write to. Please be kind.
I was on a cruise really looking forward to Lisbon, somewhere I had always wanted to go. Unfortunately due to industrial action the stop at Lisbon the following day was cancelled and replaced with Vigo a day later.  
Letters were given to passengers to claim on their insurance.
I looked at my insurance FAQ and this is what it says


So I made a claim, all online, uploaded the receipt, all details etc. Even got a call to say it was being dealt with.  Then I got a call today that said, it will come as a disappointment but, as there was a replacement port there wouldn't be any payment. I asked why the FAQs said "we cover you for any missed ports" and did not mention anything about if there was an alternative. If this was stated in there I perhaps would not have bothered making a claim.  He directed me to the section about cruise cover. 
Shouldn't they both match?

itsthelittlethings

It's in the ts and cs I'm afraid. Is there no chance of a weekend in Lisbon?

daveyjp

Your contract is the small print, not the advert,  Having been to both Vigo and Lisbon you have my sympathy that Vigo was the alternative.

QrizB

itsthelittlethings said:

It's in the ts and cs I'm afraid. Is there no chance of a weekend in Lisbon?

Just on this, Mrs QrizB and I had a lovely short break - 5 nights - in Lisbon last year, flying with BA and staying in an IHG hotel, for under £1000 (£500 each). If you want to visit Lisbon it doesn't have to cost a fortune.

JIL

daveyjp said:

Your contract is the small print, not the advert,  Having been to both Vigo and Lisbon you have my sympathy that Vigo was the alternative.

I can't tell you how disappointed I was. I picked the cruise because of the Lisbon stop, to get a taste, if that makes sense. 

I fully accept that the terms and conditions state that that if an alternative port was visited no claims would be paid.  I just felt if the FAQs had said "with the exception of" I would not have bothered to claim.   

The FAQs are misleading.

Is it too much to ask that they match?  I and I'm sure others would not have claimed or purchased the insurance, if they stipulated that it didn't mean ANY missed ports, it meant any missed port that hadn't been replaced.

I have now written to the Insurance company to point this out. I did try to speak to someone yesterday, not in a negative way but to suggest that if the FAQs mentioned the exception. I would not have claimed and they would not have had the extra work. (I don't think he was interested though 😅) 

I wont go on anymore about my frustrations. Happy weekend everyone. 

XRS200

There is no way FAQs can match the policy without completely repeating the policy.

You should've read the policy rather than FAQ before claiming.

JIL

XRS200 said:

There is no way FAQs can match the policy without completely repeating the policy.

You should've read the policy rather than FAQ before claiming.

How easy would it be to say : 

My cruise missed one of its ports. Am I covered?

We cover you for any missed ports on your cruise trip, as long as you have cruise cover added to your policy and the missed port is not replaced

itsthelittlethings

Was it a once in a lifetime cruise?

Insurance is for health really.

MyRealNameToo

JIL said:

XRS200 said:

There is no way FAQs can match the policy without completely repeating the policy.

You should've read the policy rather than FAQ before claiming.

How easy would it be to say : 

My cruise missed one of its ports. Am I covered?

We cover you for any missed ports on your cruise trip, as long as you have cruise cover added to your policy and the missed port is not replaced

Guessing you have added the bold text, but even that is incorrect as the cover does still apply if rather than going to a new port you revisit one already visited. 

As a general rule of thumb when you summarise you can't give the impression that something isnt covered that is as then people simply won't claim when they are entitled to. If you can't cover all the details then make it appear the cover is slightly better and then the worst case is you decline the claim rather than not payout on the one that was covered. In all cases documents will tell you that you ultimately need to read the full T&Cs to get the full nuances