Traveler Fights TripMate for Months Over Back Injury Claim

A Montgomery County, Pennsylvania woman secured a full refund of approximately $1,400 after a monthslong dispute with her travel insurance provider over a canceled Florida vacation caused by a severe back injury.

Back Injury Halts Planned Florida Vacation Days Before Departure

Patrice Stewart purchased a TripMate travel insurance policy earlier this year to protect her investment for an upcoming trip to Florida. Days before her scheduled departure, she suffered a severe back injury that left her completely immobile. “I couldn’t even get out of bed, I couldn’t sit down, I couldn’t stand, I couldn’t walk,” Stewart said. Acting on her doctor’s recommendation, she canceled the trip and filed a reimbursement claim under her policy, which covers injuries that prevent travel based on a physician’s written opinion.

Insurer Questions In-Person Treatment Requirements During Claims Process

What should have been a straightforward reimbursement turned into a prolonged administrative hurdle. Stewart stated that she believed all required documentation had been submitted, but the process stalled over specific policy language mandating “in-person treatment.” According to Stewart, the company questioned whether she met the requirement because she had not visited a physical doctor’s office. “They were saying, ‘Well, no, you actually didn’t go into the doctor’s office,’ and I said, ‘I couldn’t. I couldn’t get over there,'” Stewart said, describing the experience as a frustrating runaround that left her doubting the claim would ever resolve.

Consumer Assistance Intervention Secures Full Refund Within Forty-Eight Hours

After months without a satisfactory resolution, Stewart contacted CBS News Philadelphia’s In Your Corner consumer advocacy segment as a last resort. When contacted by the news outlet, TripMate’s parent company, Generali Global Assistance, declined to discuss the specific case due to privacy concerns but stated it would contact the policyholder directly. Less than 48 hours later, Stewart received notification that her claim had been resolved. “I was shocked,” she said, confirming she received a full refund of approximately $1,400.

Consumer Advocates Advise Reviewing Travel Insurance Policy Exclusions

Consumer advocates emphasize that travel insurance policies frequently contain strict exclusions, limitations, and documentation requirements that dictate whether claims are approved. Nonprofit Consumers’ Checkbook advises travelers to carefully review policy language before purchase and understand what specific proof is required. Consumers can evaluate policies using comparison platforms like InsureMyTrip and Squaremouth, or check existing credit card benefits that provide trip cancellation or interruption coverage when bookings are charged to the card. Evaluating potential financial risk—such as airline credits, hotel rebooking policies, cruise line rescheduling terms, and potential fees—helps determine whether purchasing separate insurance is necessary. Reflecting on her experience, Stewart noted the critical lesson: “Reading the fine print,” she said. “I think doing your homework and research.”