posted 03-21-2003 12:46               

I purchased a getaway to Royal Sands, Cancun through the Interval website. At the time I purchased the insurance in case I had to cancel. Now I may have to cancel and I called II to ask what to do if I need to cancel. I was told that I have to call the insurance company and they will determine if they will cover the reason for my cancellation.

If I need a specific reason to cancel why wasnt I given details of this before I chose to purchase the getaway and insurance?
Or at least sent a copy of the policy after purchase?

Was the II rep correct that you need a medical reason etc to cancel and it cant be that you just dont want to travel?

posted 03-21-2003 13:07               

I am not aware of any insurance that pays claims based on changing your mind.

quote:

---

Originally posted by gmarine:
Craig

I purchased a getaway to Royal Sands, Cancun through the Interval website. At the time I purchased the insurance in case I had to cancel. Now I may have to cancel and I called II to ask what to do if I need to cancel. I was told that I have to call the insurance company and they will determine if they will cover the reason for my cancellation.

If I need a specific reason to cancel why wasnt I given details of this before I chose to purchase the getaway and insurance?
Or at least sent a copy of the policy after purchase?

Was the II rep correct that you need a medical reason etc to cancel and it cant be that you just dont want to travel?

Thanks

---

------------------
Craig Urbine
Vice President
Member Services
Interval International

posted 03-21-2003 13:22               

So you dont tell me the conditions of cancellations until after I purchase the insurance? Would you purchase car or homeowners insurance if you didnt know what was covered until after the purchase?

By the way, several companies that give the option of cancellation insurance on their vacations, including American Airlines Vacations and America West Vacations will refund in full for any reason. And they both supply the customer with details BEFORE purchase.

posted 03-21-2003 13:43               

To answer your question, I have never received a policy from an insurance company prior to purchasing the policy. They issue a binder that reflects the policy limits; not the policy and it's terms.

If you'd like the insurance premium refunded, I would be happy to do so.

quote:

---

Originally posted by gmarine:
Craig

So you dont tell me the conditions of cancellations until after I purchase the insurance? Would you purchase car or homeowners insurance if you didnt know what was covered until after the purchase?

By the way, several companies that give the option of cancellation insurance on their vacations, including American Airlines Vacations and America West Vacations will refund in full for any reason. And they both supply the customer with details BEFORE purchase.

---

posted 03-21-2003 14:04               

Refunding the insurance premium doesnt help me if I have to cancel the trip and the company denies the claim.

I didnt say I recieved a policy before buying, I implied that I know what the policy covers before buying. I assumed that since nothing was available about the policy at time of purchase that it was just "cancellation insurance" that covered the cost of the getway. I didnt know until I called the insurance company that it was "trip insurance" and covered several things.

I guess after nine years of membership with no problems I was due for one. Thanks for trying to help.

posted 03-22-2003 08:41               

quote:

---

Originally posted by gmarine:
I purchased a getaway to Royal Sands, Cancun through the Interval website. At the time I purchased the insurance in case I had to cancel. Now I may have to cancel and I called II to ask what to do if I need to cancel. I was told that I have to call the insurance company and they will determine if they will cover the reason for my cancellation.

If I need a specific reason to cancel why wasnt I given details of this before I chose to purchase the getaway and insurance?

---

I, too, just purchased travel insurance for a May, 2004 exchange to Royal Mayan - when offering the insurance to me, the VC implied that with the travel date so far in the future, my plans might change. There was no mention the "change" had to be death or worse - jury duty! I was not equating the insurance with a death/illness event - those are risks I am willing to take for an exchange. So this is a lesson learned - buyer beware and read the small print.

On the other side, I did purchase travel insurance when I booked the Disney Cruise thru Interval Travel for 16 family members at the cost of $16,000. The $59 per person fee was worth it as we were traveling as a group for my parents 50th anniveray and would have ALL canceled if a family member couldn't go because of illness. This type of insurance seems like overkill for a simple exchange or getaway. JMHO

------------------
Pat

posted 03-22-2003 09:09               

As a matter of fact, there is a comprehensive article in the Spring 2003 issue of IntervalWorld magazine. Please see page 8 which explains in great detail.

Our advisers understand we put a significant effort in communicating about our products and services. They are right to assume you have read the materials we've sent. It is easy to say we didn't explain something but at some point the burden to educate yourself is your own.

posted 03-22-2003 16:59               

If you put such effort into communicating how come when you purchase a getaway you are not told about the coverages of the policy?
And you never answered my previous question about email confirmation. I received my confirmation by email and you dont send the policy by email so how was I supposed to get a copy of the policy?
I should have read a certain page in the II magazine? Thats your excuse for not having the limits of the policy available online before purchase? Thats an RCI type response.
It is partially my fault. I trusted Interval would show members the details of such a policy. It wont happen again.

I have always been happy with II before this but your responses to these questions leave a lot to be desired.
I should have read the magazine?. C'mon Craig, your better at dealing with members than that.

And by the way, three requests so far for a fax copy of the policy and I still dont have one.

posted 03-22-2003 19:20               

quote:

---

Originally posted by CraigU:
It is easy to say we didn't explain something but at some point the burden to educate yourself is your own.

---

Agreed...as I stated - lesson learned. That is why I continue to read this board, there are always new lessons.

------------------
Pat

posted 03-22-2003 20:12               

I did feel I should point out, contrary to the other posts on this thread, that it is simply not true that the information isn't available. If you asked an adviser what the insurance covers, they should refer you to the insurance company. I am confident they would not tell you that you could cancel for any reason.

I will ensure a copy of a policy is forwarded on Monday.

quote:

---

Originally posted by gmarine:
Craig

If you put such effort into communicating how come when you purchase a getaway you are not told about the coverages of the policy?
And you never answered my previous question about email confirmation. I received my confirmation by email and you dont send the policy by email so how was I supposed to get a copy of the policy?
I should have read a certain page in the II magazine? Thats your excuse for not having the limits of the policy available online before purchase? Thats an RCI type response.
It is partially my fault. I trusted Interval would show members the details of such a policy. It wont happen again.

I have always been happy with II before this but your responses to these questions leave a lot to be desired.
I should have read the magazine?. C'mon Craig, your better at dealing with members than that.

And by the way, three requests so far for a fax copy of the policy and I still dont have one.

---

posted 03-24-2003 04:45               

I do agree that a copy of the policy should be readily available - perhaps a PDF download on the II site would be an easy, cheap resolution.

posted 03-24-2003 06:10               

quote:

---

Originally posted by Heron:
It's travel insurance - no travel insurance pays because somebody changes their mind. If the conditions of using the policy were that unrestricted you could never afford the premium because it would have to approach the total value of the vacation. Think about car insurance - the greater the chance of you using it the higher the premium.

I do agree that a copy of the policy should be readily available - perhaps a PDF download on the II site would be an easy, cheap resolution.

Craig - I was impressed that you offered to refund the premium. Can't say that I'd see that too many places.

---

posted 03-24-2003 07:38               

Actually several travel companies provide insurance that covers you if you change your mind. American Airlines Vacations being one of them. The IIs product is called "confirmation insurance" not travel insurance.

Craig how bout that fax of the policy or will it be available very soon?

Craig
One other question. Now that most airlines, hotels and travel companies are allowing guests/passengers to cancel due to the war with no penalties does II have any plans to ease up its cancellation policy?

Just received an email of the policy. Thanks

posted 03-24-2003 10:33               

Regarding the cancellation policy, there is another thread addressing this question.

quote:

---

Originally posted by gmarine:
Heron

Actually several travel companies provide insurance that covers you if you change your mind. American Airlines Vacations being one of them. The IIs product is called "confirmation insurance" not travel insurance.

Craig how bout that fax of the policy or will it be available very soon?

Craig
One other question. Now that most airlines, hotels and travel companies are allowing guests/passengers to cancel due to the war with no penalties does II have any plans to ease up its cancellation policy?

Just received an email of the policy. Thanks

[This message has been edited by gmarine (edited 03-24-2003).]

---

posted 03-24-2003 20:55            

quote:

---

Originally posted by CraigU:
. We do send a policy with the confirmation documents.

---

Um..Craig...actually II does NOT send the policy with the confirmation documents.

I ordered confirmation insurance with my recent trade and to-day (more than a month) NO policy has been sent. I just haven't had the time to run it down - which I feel shouldn't be my responsibilty to have to spend the time to do. I really have a lot on my plate right now, and I find it very irritating that I have to take time out of my day to hunt down documents which should have already come to me via mail.

posted 03-25-2003 07:20               

Craig , my problem with this situation is that if I knew of the policy restictions I would not have purchased the getway at Royal Sands in May. I gave it as a gift thinking if they could not use it I could cancel without a problem.

posted 03-25-2003 14:08               

This is an automated process that has been in place for many years. We have processed thousands of confirmations and I have never heard about a policy missing.

This is not to suggest that an unusual occurrence didn't cause you to miss the policy. In any case, we have emailed the policy to the email address listed on your membership.

quote:

---

Originally posted by nwig:
Um..Craig...actually II does NOT send the policy with the confirmation documents.

I ordered confirmation insurance with my recent trade and to-day (more than a month) NO policy has been sent. I just haven't had the time to run it down - which I feel shouldn't be my responsibilty to have to spend the time to do. I really have a lot on my plate right now, and I find it very irritating that I have to take time out of my day to hunt down documents which should have already come to me via mail.

---

------------------
Craig Urbine
Vice President
Member Services
Interval International

posted 03-25-2003 14:16               

I do not believe you bought the policy with the understanding it would pay a claim if you changed your mind. Although, in VERY limited circumstances, some companies offer that option, they do not offer a refund. The policies that allow a cancellation for any reason provide a credit, minus a cancellation fee, to be applied towards a future booking with the same company. If you are familiar with the policies, I'm confident you are aware of the terms.

Please let me know what you want to do.

quote:

---

Originally posted by gmarine:
Well said.

Craig , my problem with this situation is that if I knew of the policy restictions I would not have purchased the getway at Royal Sands in May. I gave it as a gift thinking if they could not use it I could cancel without a problem.

I see that I am not the only member with policy questions and you are going to have the policy available online so I am glad you at least realize that information on the policy is not easily available. It doesnt help me now that I may lose my week if my guests cant use it but it may help others who purchase getways in the future.

---

------------------
Craig Urbine
Vice President
Member Services
Interval International

posted 03-25-2003 16:18            

quote:

---

Originally posted by CraigU:
I beg to differ but it is sent with the confirmation. It is included as an insert with the other documentation in the confirmation package.

This is an automated process that has been in place for many years. We have processed thousands of confirmations and I have never heard about a policy missing.

This is not to suggest that an unusual occurrence didn't cause you to miss the policy. In any case, we have emailed the policy to the email address listed on your membership.

---

I think the "unusual process" didn't happen because I got my confirmation via Fax - and I thought I might get a follow-up mailed packet, but that never happened. So the confirmation insurance policies may go out in the mailed packets, but I was in a situation where I had to have the hard-copy of the confirmation ASAP as I was waiting to buy our airline tickets (at a really good price) before the great price went away. So I had the confirmation faxed. So perhaps you need to look at the "automated" procedures in place for faxed and emailed delivered confirmations. This way your statement that confirmation insurance always gets sent with the confirmations could be a valid statement.

posted 03-25-2003 16:23               

When you specify fax or email delivery, documents are not sent via the mail.

In any case, I'm glad you received the document.

quote:

---

Originally posted by nwig:
I think the "unusual process" didn't happen because I got my confirmation via Fax - and I thought I might get a follow-up mailed packet, but that never happened. So the confirmation insurance policies may go out in the mailed packets, but I was in a situation where I had to have the hard-copy of the confirmation ASAP as I was waiting to buy our airline tickets (at a really good price) before the great price went away. So I had the confirmation faxed. So perhaps you need to look at the "automated" procedures in place for faxed and emailed delivered confirmations. This way your statement that confirmation insurance always gets sent with the confirmations could be a valid statement.

But thank you, I did get the email copy of the insurance policy today.

---

------------------
Craig Urbine
Vice President
Member Services
Interval International

posted 03-25-2003 18:55               

Thank you very much for the help.Really. Yes, please cancel my getaway to the Royal Sands May 24-31.I do appreciate it. I guess I have to go to the praise II thread again.

posted 03-25-2003 19:20               

Brian

posted 03-26-2003 03:29               

Insurance is something we strongly recommend. I cannot tell you how many times members find themselves without coverage when an unexpected event occurs. When we advise insurance was available, they claim they didn't know about the product. Our goal is to ensure we consistently offer the services available. This will help avoid situations where members feel they haven't been given all options available.

Insurance sales do have margins available based on the loss ratios. We reduced our profit margin at the time of the last price increase to avoid a substantial increase in premiums. To answer your question directly, yes they are compensated.

quote:

---

Originally posted by pwrshift:
I'm curious as to whether the II reps get a commission for selling insurance policies to us? The reason I ask is that the last time I made an exchange the II rep really pushed all the benefits of taking out insurance...so I did. Then I wondered if she was motivated by more than the thought of what was best for me.

Brian

---