Story by Jessica Wong
• 9h •
5 min read
Phoenix woman’s dream trip becomes $45K nightmare© Arizona’s Family News
Pat Wuensche and her family are seasoned travelers. So when they found a two-part cruise, Los Angeles to Japan, then Singapore back to the U.S., they jumped at the opportunity to go on the 72-day cruise.
At the time of booking, their travel agent offered insurance and Wuensche didn’t hesitate.
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“I thought, ‘We’re going to be gone a long time,’” she told Arizona’s Family News, “‘we better cover ourselves.’ So I went ahead and paid for it on both trips, just as a precaution.”
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Unfortunately, the safety net vanished when they needed it most. Now, they’re left with a little more than $45,000 in uncovered expenses, despite having paid for a policy they thought would protect them.Related video: Travel medical insurance policies can be affordable and convenient if you shop around (WMUR Manchester)
Sandra Gutierrez faced a health emergency while attending a destination
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Travel medical insurance policies can be affordable and convenient if you shop around
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A $45,000 shock
Wuensche fell ill and was hospitalized once the family arrived in Japan.
“So, [the doctor] said, ‘How long can I keep you in the hospital?’ And I said, ‘How about one day?’” Wuensche said. “And he said, ‘No, you need to cancel the whole rest of your trip.’”
The second cruise was canceled, and Wuensche spent a total of 57 days in the hospital.
“The doctors knew very few [English] words,” she said. “When they first discovered it was COVID, I was put in isolation so my family couldn’t even visit. I was really in isolation. It was tough.”
Wuensche knew the bills would be steep, but she felt reassured by the insurance she’d purchased.
When she got home, Wuensche filed a claim with Aon, the company affiliated with the cruise line.
Instead of reimbursement, Wuensche says she faced months of silence and repeated requests for more documents.
“It is frustrating because you think you can go there with peace of mind knowing if something happens, you’re OK,” she said. “And unfortunately for us, something happened.”
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After months of back and forth, Aon responded. According to the company, Wuensche’s policy only covered her cruise, not the medical emergency that caused her to cancel it.
They agreed to cover the $8,000 cruise cancellation fee, but not the $45,000-plus in hospital and hotel costs.
“It should be covered. Absolutely,” Wuensche said.
The policy did save the family from cruise cancellation penalties, but it left them on the hook for the much larger cost: the actual medical emergency.
It’s a tough lesson in the realities of travel insurance.
Travel insurance can be quite specific, and even a slight change in your itinerary can make your coverage null and void.
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The fine print travelers can miss
For millions of Americans, like Wuensche, travel insurance feels like peace of mind.
According to Hotel News Resource, the number of paid claims for travel delays grew by 15% in 2024, with average payouts rising by 8% compared to 2023. The most common claims were emergency medical ones — for the first time in more than a decade — making up 27% of all paid claims.
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However, insurance can feel like a maze of fine print, exclusions and technical loopholes that most travelers only likely discover after their claims are denied.
Wuensche assumed that since she had purchased insurance for the duration of the trip, she’d be protected regardless of what happened. But based on the terms and conditions, once the second part of the trip was “canceled,” all other benefits, including medical coverage, were terminated.
How to avoid a financial meltdown on vacation
Want to avoid being the next headline? Here are some travel insurance tips to keep in mind.
First, buy your insurance early, ideally, right after booking. Waiting too long can exclude you from coverage for unforeseen events, like storms or labor strikes.
Second, read your entire policy and not just the summary. Pay attention to cancellation rules, limits on coverage and what triggers termination of benefits. Don’t assume that because you’re on a trip, you’re still covered. As in this case, policies can end medical protection the moment your travel status changes.
Third, ask direct questions before buying. Will I be covered if I cancel midtrip? What if I’m hospitalized in another country? Do I need to file through my health insurance first? Get the answers in writing if possible.
Finally, don’t assume your credit card or employer-provided insurance will fill the gap. Those benefits can be secondary and cover only what is not paid for by a primary insurance plan.
The Wuensche family’s $45,000 ordeal is more than just a travel horror story; it’s a cautionary tale for every traveler who’s ever clicked “add insurance” without doing their due diligence.
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This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
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Lowcountry family among thousands nationwide facing home warranty headaches
Story by Katie Kamin, Michael Allison
• 1w •
4 min read
A Lowcountry family’s frustrating experience with Choice Home Warranty mirrors thousands of complaints nationwide about denied repairs, delays and confusing fine print.© Live 5
HANAHAN, S.C. (WCSC) – Buying a home is one of the biggest investments most people will ever make, and for many, a home warranty seems like a layer of protection.
But dozens of South Carolinians and thousands more across the country say one popular warranty company hasn’t lived up to that promise.
Live 5 Investigates uncovered thousands of complaints filed against Choice Home Warranty, revealing a pattern of delays, denied claims and unmet expectations.
Josh Birch is one of the customers behind those complaints.
He and his wife bought their home in Hanahan in 2021. Wanting to protect the investment, they signed up for a long-term home warranty with Choice Home Warranty, largely because of concerns about the home’s aging HVAC system, he says.
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VIDEO: Lowcountry family among thousands nationwide facing home warranty headaches
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Minor problems, like a fridge seal or faulty dishwasher, were fixed without issue. When their air conditioner and ductwork needed replacing, however, things fell apart, Birch says.
“When it comes time for them to do what they’re supposed to do on their end, they’re like, ‘Nope, sorry, that’s excluded,’” he says. “If you exclude everything, is the house really covered?”
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Choice Home Warranty failed to send a technician, forcing him to find one himself, he says. The claim was denied within minutes of submitting the estimate.
After a frustrating appeals process, Birch was left with a $16,000 bill for a new air conditioner, he says. He’s still waiting to replace the ductwork, which he estimates could cost another $10,000 to $13,000.
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