Complain about a product or service

Access America Travel

JD of Silver Spring, MD June 9, 2009

I purchased travel insurance through United's website, because I am the caretaker for my grandfather. Two weeks before my trip, my grandfather's lung cancer came out of remission and he required 24-hour care. Even though the physician's form documented this fact, Access America denied my claim because of a pre-existing condition.

When I called to inquire, the claims agent said that a cancer diagnosis "is never stable" and given that fact, that it was "stupid" of me to plan a trip. She was incredibly cold and rude.

michael of mount vernon , NY June 4, 2009

I purchase 3 airline tickets from jetblue, plus insurance from access america. my wife had surgery on her left breast. I cancal the airline tickets. Access America will not return my money 2,442.60

K of Amesville, OH June 2, 2009

Our travel agent set us up with Access American last October for a trip with Carnival. We had to cancel due to health problems. We had the necessary Dr. report. It was suppose to be no problem receiving our money in 3 months (we received our airfare back within two weeks!) It's now 7 months. We received 949.00 out of 2995.00. We did receive about 200.00 from Carnival right after cancellation.

We've called the travel agent. Apparently some mix up in how change of status was only for my husband (with health issue) and not me. Carnival was paid twice for the same room but say we "gave" away the room to friends because they show someone stayed in the room. How is that possible when Homeland Security? NO ONE can go in your place on a cruise or airline EVER. They have to have record of it. We paid insurance to cover health cancellation and we have to keep calling and fighting for our money? Is Carnival or Access America a charity case?

Kevin of rvc, NY May 20, 2009

My airline cancelled that route and I had to buy tix with another carrier at an additional cost. A rep from Access America told me to file a claim. They denied the claim and cancelled my policy before the trip! I want to sue but I don't have an address, only a PO Box. Can anyone help?

Neil of McLean, VA May 15, 2009

I live in Virginia and was advised in March that my mother who was 87 and in a nursing home in Florida and under hospice care was having difficulty breathing. The nursing home believed that she would live for at least another week. I booked a flight on US Air and purchased what was described on the US Air website as travel protection insurance. My mother passed away the next day requiring me to change my flight. I paid a 150 rebooking fee and filed a claim with Access America. They required me to provide them with a death certificate.

They denied my claim since they claim that the policy I purchased does not cover for "any loss that results directly or indirectly from any mental or nervous health disorders." Since my mother's cause of death was listed as Alzheimers, Access America contends that this falls outside the coverage of the policy. I talked with two Access America employees who said that while death is covered, some causes of death are excluded. Why should travel protection insurance exclude certain causes of death? Of what use is travel protection insurance if certain causes of death can be excluded? It is clear that they exist solely to deny claims and make money. Someone ought to file a class action lawsuit against Access America on behalf of all who have been misled by this company.

Mai of Morganton, NC May 4, 2009

My girlfriend and I ususally try to take a drip once a year and just have a girls week. We decided on Cancun, Mexico. We booked early in Feb. thru Orbitz.com for August 2, 2009. And bought what we thought was insurance incase "WE" cancel. The insurance was Access America. Do not buy that crap. I called and the lady read a script for me over and over again. She kept repeating what the brochure had said. the explanation on orbitz was "Protect your trip investment with Access America. This comprehensive product offers a wide range of benefits including trip cancellation/interruption coverage for non-refundable trip costs up to 10,000 and emergency medical coverage. Important limitations apply. See terms and conditions."

It made it sound so good. I dont know about you, but these terms and conditions use so much garbage that you cant understand. We thought we were covered under "cancellation". It turns out that neither Oribitz.com or Access America cared about our health, saftey or our lives because of the H1N1 (Swine flu). granted our trip was not until August 2, 2009. But who knows what will happen then. and the all fo these advisory to not travel to Mexico because of the drug war and now the flu. Neither Orbitz nor Access America cared. Access America kept reading the script that unless it was a medical emergency (with doctor's note) and death in the family, fear of flying was not covered. HELLO!! I'm not afraid to fly. I'm afraid of dying from the flu! Orbitz said they could cancel our flight and refund the hotel b/c that has not been charged yet. We would get back a total for the 2 of us 309.96 minus the 25.00 cancellation fee from the hotel. We paid 978.68. So we each would lose 346.86 or a total of 693.72 down the drain.

I am so upset beyound word. We even offered to rescheduled a much later date, we of course would pay the current air fare, plus 50.00 agency rebooking fee. In other words be out more money. Never use Orbitz or Access America Travel Insurance.

Robert of Placencia, OTHER April 22, 2009

I booked my daughter's holiday visit thru Orbitz who use Access America as their supplier of trip insurance. My daughter's Boxing Day flight out of Victoria to Vancouver was canceled due to a snow storm. Air Canada's first available rebooking was 5 days later and it required an extra day layover in San Salvador so we were looking at a 6 day interruption on a 16 day vacation. I went online and found flights for the next day on American Airlines thru Seattle.

We had trip interruption & cancellation insurance so they would cover us for the difference right? Well I got my daughter to call Access America to double check (I couldn't call because Access America doesn't accept collect calls from Belize) and they told her "no problem". I booked the flights & got my daughter to cancel the rebooks. I also went to Access America's website & initiated a travel claim. The net cost to us for the flight changes totaled 536US but Access America is refusing to pay. In the fine print of their insurance policy under cancellations due to weather it states "Your airline, cruise line, or tour operator or travel supplier stops offering all services for at least 24 consecutive hours where you're departing, arriving or making a connection..." So it does not matter that Air Canada couldn't fly between Victoria & Vancouver for 2 days or they couldn't get us replacement flights until 5 days later, as long as they could make one flight to Timbuktu, we aren't getting reimbursed.

Craig And Victoria Carroll of Hastings, MN April 5, 2009

First of all this is NOT a complaint about Disney Cruise Lines itself. They have been wonderful and we HIGHLY recommend them to anyone who wants a WONDERFUL cruise. Our complaint is with the so-called travel insurance outfit named ACCESS America. Last year my wife and I had booked our annual cruise with Disney through AAA travel. No complaints there either. The trip was insured with the aforementioned Access America.

Following the instruction of both AAA and Disney we placed a deposit on the cruise and made the final payment as instructed. Just after we made the payment my wife Victoria was diagnosed with cancer in her neck necessitating surgery, chemotherapy, and radiation treatment. Her doctor forbid her to travel. Acting on her doctors advice we canceled the cruise (as beyond full refund cancellation date with Disney) and filed a claim to recover our money (some 4.000.00).

Access America rejected the claim because they said she had been diagnosed before the cruise had been paid for in full. Not true! Anyway, AAA refunded half the cost and Disney gave us a voucher toward a future cruise which made up the other half. My point is. DO NOT insure ANYTHING with Access America. You'll get run around to death as they search for some kind of loophole to DENY your claim.

Mental anguish, unnecessary delay, and improperly denied claim. Especially under the medical circumstances. Absolute disregard for customers.

Kim O'neill of Savanna, IL February 10, 2009

My husband was laid off which is an item covered when I purchased the insurance. The company states they emailed me a certificate that listed all the requirements to file a claim to my email which for some reason I did not receive. but to make a long story short if you have switched employers in the last 3 years no matter how long a person has worked in their life you are not eligible for the insurance coverage. I originally purchased the insurance for it sounded like if we had bad weather and unable to attend we would be covered and with living in Illinois on the opposite end of Chicago (which is where the play was)I would have held on to the certificate. I purchased these tickets in November to attend in January for it was a gift.

240.00

Sharon of Eddyville, IA February 6, 2009

I booked a flight to Phoenix for a trial. Thought I should have insurance in case something went wrong . The Judge re-scheduled the trial 5 dys before I was to leave. With the trip cancellation or trip interruption coverage you purchase you really do not have coverage. It is deceptive coverage and they are allowed to continue to rob the consumer by selling this coverage to all who are foolish enough to trust them to cover you. DO NOT USE THIS COVERAGE! It is worthless! Consumers Beware!

I purchased this thru ORBITZ . Which also will not allow you to change your ticket to a later date. (Unless you pay as much as the orginal ticket as a penalty!) With all the abuse in our nation of the consumer you would think there would be protection from those who falsely advertise, continually taking advantage of consumers. All those who steal your money are not under arrest in this country. Many are allowed to continue to operate businesses even though many complaints have been filed. Why would that be I wonder? Where our legislators are regarding this? Who really protects the consumer?

I think the public suffers continued loss due to loop holes in the advertising allowed by this company, help to others would be appreciated. I lost money many can not afford to loose. I paid for a education. Help to those who can not afford the education would be my hope. What does the consumer protection agency do to protect against this practice?

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