John and Annie J. from Texas booked a luxury cruise vacation to Japan and planned to set sail together in 2023. The couple prepaid more than $40,000 in non-refundable expenses for their once-in-a-lifetime cruise that they spent nearly 6 months planning.

While John and Annie had some travel insurance coverage through their credit card company, it only insured less than half of their trip deposit. The couple purchased an IMG iTravelInsured travel protection plan through TripInsuranceStore.com to insure the $22,000 worth of trip expenses not covered by their credit card travel insurance.

Unfortunately, prior to departing for their cruise, Annie started experiencing severe back pain that was making sitting, standing, and walking very difficult and painful. Annie visited her doctor who declared her unable to travel and advised the couple to cancel their vacation. John and Annie made the difficult decision to cancel their trip, but thankfully, they wouldn’t lose their $40,000 deposit.

John and Annie contacted TripInsuranceStore.com through which they originally purchased their IMG policy and received step-by-step guidance on how to cancel their cruise and file a claim to recoup their prepaid, non-refundable trip expenses.

In recounting their experience, the couple shared that their credit card company wouldn’t make a decision on their claim until IMG did. John and Annie reached out to IMG to explain the situation, and IMG’s customer care and claims teams both assisted the couple in getting their claim processed and resolved quickly, and as a result, the couple was reimbursed $22,000 through their IMG cruise insurance policy.

Following IMG’s claim resolution, John and Annie’s credit card company reimbursed them the remaining amount of their trip investment. “Thank you! We appreciate your help in resolving our claim!” said John. “We will be loyal customers of IMG from now on! I will relay our positive experience to all our friends and the fellow travelers we meet!”