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1 hour ago, david_sobe said:

That actually makes it more confusing.  Post 11 states the OP researched policies and could not find one that covered pre-existing conditions.  If you researched policies, why would you buy one that would not cover you?  Also, why take another policy for overseas medical treatment.  There are travel insurance policies that would cover both.  If you take the OP's word in post 11, she researched policies yet is unable to explain what the plan covers and other details about the policy. 

Not trying to inflame the situation but after 3 pages I still have way too many questions.  I wish her and her partner the best.

If anything this makes me appreciate NCL's cancel for any reason policy.  At least you would have 75%-90% credit for a future cruise after the medical treatment.  

Thank you for your post – I haven’t elaborated as these policies are Australian and I’ve realized most posters are American travelers and your policies all seem so different.  

Both policies were organised on 7 May 2019.  My travel agent didn’t organise the insurance for me because the cruise was a smaller part of an extended holiday we compiled ourselves. Of all our travel arrangements, the agent only booked the cruise. My cruising experience is one Princess cruise. At the time of booking, I wasn’t aware NCL had their own insurance – If they have a cancel for any reason option, I certainly would have purchased it.

The first insurance was compliment travel insurance through our NAB credit card underwritten by QBE.   My partner had been through treatment two years early, had constant scans and there was no sign of cancer for 18 or 19 months. We believed he had beaten it and that was backed up by the Doctors up until early June.  But to answer your question, I still took this cover as I wanted the policy to cover me as well, I have no pre-existing conditions.  And it covered him for everything else – and all other scenarios that might occur with possible illness in our family and other unforeseen circumstances.

The second cover was through 1Cover who did allow pre-existing conditions. We advised his full medical history and it was all done online.  1Cover accepted the policy and approved medical cover.  When I called them about claiming they explained that this only covers him if he gets sick overseas, not if he gets sick beforehand.  So I wrote to them to ask if it was possible to refund the insurance as we could not travel.  It seems I am not the only one confused by the wording on this policy - their answer was “As this new condition was unforeseen at the time you took out your policy, you would have provisions to claim for any cancellation fees and lost deposits, as we start covering you for that from the moment you take out your policy.” We then lodged a claim that they declined based on the for-mentioned conditions. 

If you check my replies you will see that I know the responsibility lies with me.  I am not saying the insurance companies are wrong or NCL is wrong - but I am saying NCL has an inflexible cancellation policy and no compassionate procedure that they could advise me of.  NCL was the only one of the many travel providers I dealt with in cancelling my trip that was not prepared to compromise or negotiate some solution.  We would have been happy with a change of date or a credit note.  I also stated NCL were not responding to any form of contact, except through my travel agent to advise there would be no further refund.  That said, as of a few hours ago, I did receive an acknowledgement email from NCL Australia that I will follow up tomorrow.

2 hours ago, bmwman said:

With respect what you write is  wrong - its called compassion - and social responsibility for an SEC firm. You are a cheerleader for NCL and fail to see when they get it wrong. If I recall you were quite vociferous when either you or someone you had empathy was wronged on the launch of the Bliss. Duel standards.

 

OP ignore his comments and write by e mail to the CEO or anyone at board level. I would aver that that given what they have done is contradictory to the social responsibility

 

The business model does include compassion it has to for the regulators under social responsibility. 

 

I can assure you that we know of people that have changed cruises for illness with NCL.

 

They are also very sensitive to reputational risk and taking a hard line is not good for that. 

 

What I would say is if you do get them to change the decision DO NOT publicise it especially on a site like this.  I think that our insurance in the UK at the high end would cover this situation as unless it is the same C it is not a pre existing condition under a lot of policies - just checked with our insurers and they can confirm if remission is diagnosed no longer pre existing 

Thank you so much, I appreciate this and I think your advice is very wise - I will definitely follow it.  All the best, Suzzanne

4 hours ago, cheeseclan said:

OP you could also contact Elliott.org and see if he and his team can help in any way.  They are ombudsman’s and do a great job for people.  They will want to hear what is going on, what you have done already and all your paperwork.  They are big in having you do everything via email!!!

 

I have used their site to contact 2 companies I had issues with.  Both were resolved satisfactorily.  They walk you thru how to contact the company and whom to contact etc.

 

It is worth a shot.

Thanks so much, I have been on, had a read and followed their advice - thanks for the tip.

7 hours ago, Turtles06 said:

 

It's not necessarily ten days.  It depends on the company and the policy.  The company we usually buy our travel insurance from, Travel Guard, waives the exclusion for pre-existing conditions if you buy the policy within 15 day of the initial trip deposit, and insure all additional non-refundable pre-payments within 15 days of those being made.

 

As others have advised, you need to read the policy that you have carefully regarding its definition of pre-existing conditions.    (Also, I'm in the U.S., as are many folks who have posted above.  You may have different policies and insurance regulations in Australia.)

 

I hope your partner is okay, that's the most important thing.

Thank you - yes you're right, getting the treatment and getting through it is more important than the cost.

11 hours ago, cmh said:

My Mom and Dad canceled a cruise when she needed surgery for cancer, and she received a total refund from the insurance plan that she purchased.

That great news - must have been a big relief at that stressful time.

3 hours ago, phillyguy31 said:

I am having a problem with the numbers, according to NCL Australia's website you should be receiving 50% of your cruise back, unless my math is wrong......9 weeks X 7 days per week is 63 days. If you were at v60mdays or less you would have received 25% which is what your TA gave you. That being the case it doesn't look like they did much for you.

 

 I just counted the days up - 59 days - so it seems the 25% is still a good outcome.

3 hours ago, erdoran said:

I saw OP state that their partner had a scan and was clear BEFORE booking the cruise...so you now have some evidence that this is NOT pre-existing, plus what others said about a look back period is relevant.  Please carefully read your policy about the definition of a pre-existing condition to see if you might have a case, or if cancer is somehow excluded (e.g. if you have ever in your lifetime had a cancer diagnosis then it is always pre-existing?)

 

Here in the US, often if you buy the insurance within 10 days of booking then you get a waiver for pre-existing conditions, could that be helpful?

I have never heard of that 10 day offer happening here but that's only because I haven't investigated, I will have a look and see what date I bought that and if it's possible. Thanks for that advice!

5 hours ago, Buford T Justiice said:

Was the cruise paid by credit card? some credit cards offer supplemental insurance that might help

Great point - will give that a try too!!  

6 hours ago, CruisingSince1982 said:

NCL is not much help in these situations. While you hear of Disney, RCCL, and others stepping up to help alleviate the financial burden in some way, you hardly ever hear of NCL doing that. I'm sorry you're going through this. 

Thanks CruisingSince1982 - appreciate your comments 🙂

7 hours ago, Dar & Bob said:

I am not if this will be of help to you since you are not US based but I emailed the VP with an address I got.  Her name is Vivian Ewart and the email is vewart@ncl.com.  It helped another CC member as well.  

Hindsight is 20/20 and what we may not think of as a pre existing condition.  I hope all goes well with your partner's treatment. 

Thank you so much - that is really helpful - I will try that address - yeah, hindsight is a great thing isn't it!  🙂

1 hour ago, fabnfortysomething said:

I always shake my head in disbelief when people say you should have travel insurance

 

policies vary so much country to country and so many cop out clauses

 

in the Uk it is pretty much compulsory to have insurance to cover medical outside UK NHS

however they have a nasty exclusion re pre existing conditions

you have t pay a hefty premium for pre existing and often cancer diagnosis is terminal and not covered

last year we had to cancel a cruise as my husband was called for surgery and travel insurance wouldn't cover as being on "waiting list" was excluded

we had paid final balance slightly ahead of final payment

 

our NCL PCC was brilliant getting us switched to another cruise later in year under same reservation number

however his superiors were quoting we needed to claim under insurance[hello already denied]

 

sometimes you realise how good your booking agent is   

Yes I agree - our policies here seem more stringent than policies available in the US - I did take a medical policy and that covered pre-existing conditions, but that only covered him for medical expenses if he needed them.  Your NCL PCC sounds brilliant - glad that worked out to the benefit of everyone.

3 hours ago, newmexicoNita said:

Certainly understand what you are going through, between the cancer diagnosis and now this. I do think the best and only option is to contact the insurance company. this isn't really an NCL problem. Years ago, when I was still a TA twice I had clients that had to cancel for just this reason. In both cases we went directly to the insurance company. In both cases, after proper documentation everything was settled. The 25% you got refunded was what you had coming back from NCL. My prayers go out to you and your partner. Keep us posted. 

Thank you - I will do 

7 hours ago, Son of a son of a ... said:

 

My MIL was dx with pancreatic cancer and lost 100% of the fare.  NCL expressed sympathy, but did not yield an inch on the cancellation policy,  She died shortly afterward.  We insure the hell out of all trips now ... land based and cruises.

I'm so sorry to hear that - thank you taking the time to share your experience - It's all helping to give me a much clearer picture. Suzzanne

2 minutes ago, beerman2 said:

And that pay be the problem. When you book through a TA most cruise lines won't deal with you directly. Your TA needs to step up and do the contacting . 

 

Put it the burden on TA to get you a resolution, including paying a change fee. That's what TA are suppose to do.

Yes I think it might be part of the problem - however I have already driven them crazy over the last few weeks, I'm sure this is why I received 25% back - I think they might blacklist me before too long!  

1 minute ago, hallux said:

That shouldn't matter, it was a charge for the purposes of a trip. 

 

Here in the US, the travel agent is just a conduit to the cruise line.  Both times I've booked a cruise this year the travel agent just took my card info and passed it on directly to the cruise line, with the charge showing from the cruise line.  That's not the case for you? However, the bank transfer will be an issue since that doesn't have the protections of the credit card.

In my case the money went to the agency, and the credit card payment was made to the agency, who then passed on the fare to NCL (less their commission).  

21 minutes ago, Funky Fusion FoodsJ said:

First of all, my thoughts are with you and your partner, having gone through cancer two times my self I understand what you both must be going through.

 

However, you have to realistically look at the issues.  First, it is the insurance underwriting firm that is making the decision, not NCL.  And second their policy does spell out the issue concerning preexisting conditions.  I know that it appears inflexible and unreasonable, but the insurance policy is a binding contract.  If the insurance would allow some flexibility and approve your case they would open themselves up to countless lawsuits and additional claims.

 

 

Thanks Funky Fusion FoodsJ, I'm sorry to hear that you've had to go through that twice, I hope the treatment has worked out well for you. 

I do agree with you - I guess I am clutching at straws.  I was hoping they would make an exception more-so than change their policy - having spent 10 years in the airline industry with carriers that all had compassionate policies I naively expected NCL to have one too.

1 minute ago, beerman2 said:

Stop the emails and talk to someone. You may be on hold for a long time however your concerns will be heard "talking".  call and be persistent and ask for a supervisor if needed.

 

At the very least they might give you a number to contact.

I can give that another go, but here in Australia we only seem to have the call centre - and they are not keen to put me through to anyone else - but thank you - I will do some further research and see if I can find an Australian office and try them direct.  I had been using emails as I could document the events and it was in writing - but perhaps talking is a better option.

Just now, hallux said:

Just be very kind in your email - you catch more flies with honey than with vinegar.  Rather than demanding they do something, make a good faith offer on your part to still take a trip but do it at a later time with some reasonable penalty.  They could still say no.

 

Did you pay with a credit card?  At least in the US some major credit cards offer this kind of protection, see if yours offers that.

 

Best wishes to your partner on a quick response to treatment.

Thanks Hallux,  yes I have made sure I am factual and courteous.  I think you can lose credibility quickly if you demand and become emotional.  I paid the deposit on credit card and the remaining was bank transferred, however it was to my travel agent and not to NCL.

3 minutes ago, beerman2 said:

OP , First of all good luck with the treatment. NCL personnel are on overload dealing with Hurricane Dorian right now.

 

Keep trying and have you asked or are willing to pay a change fee to another cruise. Maybe NCL will allow that. It's worth a chance.

Great idea! Definitely worth a shot - thank you - will give that a go in my next squeaky wheel email 🙂

Just now, mjkacmom said:

This is a common situation, your issue is with your insurance company. If you have pre-existing conditions, you need to purchase insurance that covers that (more expensive). My mom’s insurance paid out with her cancer diagnosis, but it was not pre-existing.

I couldn't find a company willing to cover our travel plans that would accept a pre-existing condition for cancer.  It is our own fault because we had to accept it and reasoned that "that's so unlikely" as he had just had a scan weeks before and was fine.  I did however buy the second policy that  was a medical policy - it accepted pre-existing medical conditions but would only cover him medically while overseas.

1 minute ago, Oakman58 said:

I would challenge the denial from your insurance company.  Normally the "look back" period for pre-existing conditions is 60 - 180 days from the plans effective date.

Thanks - great advice - I will look into that straight away!! 

1 minute ago, Two Wheels Only said:

I believe that this issue is with the travel insurance company, not with NCL.

 

The cancellation policy has to be rigid or people will take advantage. Book a cruise at full price and hold the stateroom. Cancel a few weeks before sailing and get a full refund. Book the same stateroom at a hugely discounted price. Everyone would do it.

Yes you're right and I agree, I'm just frustrated that I can't see how I could have avoided being in this position. It is my own fault, I would have preferred they be a bit more flexible.

Thanks so much for your reply - much appreciated!  We are Aussie citizens and booked our travel here - I'm not sure what USE is and if I can use it?  I can't get an email from NCL to confirm anything - they just don't respond.  It was our travel agent in Australia who refunded us.  I'll go have a look for USE!  Thank you!

Hello All,

I am writing this for info of others and to see if anyone has any advice. 

I was naive and thought I was doing everything right.  I booked early in the year, paid in full to my travel agent and then took out two insurance policies.  I really don't know what else we could have done.  Then 5 weeks ago, my partner received a cancer diagnosis. We discussed the cruise dates and his Doctor advised to start treatment and not travel.  His Doctor wrote a letter to support us and asked for assistance in changing the arrangements.  All parties from hotels, airlines, tours, and car rentals were incredibly helpful and offered refunds, credit vouchers or change of date.  All except NCL.  Our travel agent refunded 25% for which we are very grateful (a big thank you to Clean Cruising in Australia) but we are still $6,300 out of pocket. We would have happily changed to a different cruise date as it would've given us something positive to look forward to. NCL had 9 weeks' notice. The cruise leaves the UK on 27 September and there is still time to sell the room.   Unfortunately,  neither insurance policy covers us in this situation due to a pre-existing medical condition - having had cancer once before our claim was denied.  

I do understand the need for NCL to have a cancellation policy, however I believe it's inequitable, inflexible and unreasonable. NCL has not responded to any of our email requests.  I am hoping that a) in sharing this, others will not end up in our position - I'm aware that most people won't be in our shoes and if this had of been any other diagnosis we would have been covered - perhaps this will only help others in making an informed decision - the way a company deals with you when things go wrong tells you a lot about their corporate ethics -  and    b) I have not yet given up and will persist - if anyone has any advice or experience in how to pursue this successfully, please let me know! 

NCL were great when we booked and had questions - the call centre helped book tours and make dinner reservations onboard - I'm disappointed at how quiet and unresponsive they are now - hang on....  I think that's just me being naive again!

Suzzanne