An Alberta woman has rejected her $ 6,327.54 trip-cancellation insurance claim after her insurance company told her she had received a receipt from the airline – a receipt she had never wanted.
“If you have travel insurance, someone will tell you that you will be covered,” Joy Johnson told Global News. “You think you’re covered and you are not.”
Back in January, Johnson and her husband Ron, 37, booked a WestJet vacation trip from Edmonton to Cancun.
Jansen said her insurance provides the trip-cancellation coverage she needs through her Scotiabank credit card.
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When however Kovid-19 pandemic Hit in March, trip canceled.
A month later, Ron was unexpectedly hospitalized and died of a non-COVID related illness.
“The trip took place on April 17 and he fell ill and was hospitalized on April 14. He died eight days later,” Jansen said.
Desperate, she asked her travel agent for a full refund from WestJet on her behalf. Instead, she was told to contact her insurance provider through Scotiabank.
She sued, but was denied in September. Her insurance company later sent her a letter:
“As stated on your insurance certificate; Trip Cancellation You will not be reimbursed for any of the expenses you are entitled to or will not be reimbursed in any way. The information provided to our office indicates that the trip was refunded as a credit issued by your travel supplier. ”- Scotia Assist
Johnson said she was shocked she never asked for or wanted a travel voucher.
“The reason for non-payment of insurance is that the government has allowed airlines to issue vouchers as compensation.”
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Lawyers for air travelers’ rights have complained in recent months about the Canadian Transportation Agency’s announcement to give airlines travel vouchers or credit instead of giving a cash refund for travel canceled due to the epidemic.
Earlier this month, a federal court of appeals judge The regulator’s request was denied To prevent hearing on its attitude towards vouchers.
Jansen said she had contacted WestJet again for a refund after her insurance company rejected her claim, but the airline said it was only offering vouchers.
Consumer matters Reached Scotiabank on behalf of Johnson, re-examined her circumstances and asked the bank to repay her, more than 000 6,000.
The company’s response: “We express our deepest condolences to Mrs. Johnson for her loss. We have reached out to Mrs. Johnson and we are able to resolve this matter to her satisfaction.”
In a few days, Scotiabank would catch her and tell her to take back her money.
“Eight days after talking to you and when you were involved – eight days later, Scotiabank decided to refund my money.”
Consumer Matters also contacted WestJet to explain Johnson’s case and was told via email:
“The Canadian Transportation Agency (CTA) has clarified its statement on vouchers and we thank them for that. As noted by the CTA in the April 22 clarification, airline tariffs do not always provide a cash refund in cases beyond our control. And WestJet believes it is a responsible approach. “
While she is happy that her trip will be refunded, Jansen said customers need to know what they are buying when it comes to travel insurance.
“Read your documents. Ask questions. Find out what you are buying and what you are signing. ”
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