PHOENIX (AZ Family) —Cindy Galowitch loves her parents and knowing they were in their 90s, she wanted to do something nice for them. “They’ve been married 72 years and we’re so lucky,” Cindy told On Your Side.

So in December, Cindy bought a seven-day trip to Hawaii for more than $11,000. It was for his parents, his adult son, and himself.

However, three weeks after the purchase, Cindy’s mother began experiencing some health problems. “Well, mostly it was because his high blood pressure was erratic,” he said.

Cindy’s mother is 92 years old and was not confident about her abnormal blood pressure. As a result, Cindy canceled the trip for all four family members and received approximately $6,061 from the cruise.

He says the travel insurance company will refund the remaining balance, but Cindy says her claim was denied.

“They said, ‘Your mother didn’t go to the emergency room before you canceled,'” she explained. Gary Harper of On Your Side asks: “So was this a necessity?” he asked. “It’s written in lower case letters,” Cindy said. he replied.

So Cindy took her mother to her cardiologist, who agreed that flying and traveling wasn’t a good idea due to her heart condition.

However, Cindy’s mother saw the doctor a few days after the cruise was canceled; This meant the remaining refund would be denied as per the company’s terms and conditions of seeing a doctor first. It was challenged and rejected three times.

That’s when Cindy emailed On Your Side help. “And my phone rings and says Gary Harper and I are saying, ‘Oh my God.'”

I asked the travel insurance company to re-examine the issue and so did they. On Your Side is waiting for an answer, but in the meantime, Cindy says her mother’s note from the cardiologist will be enough to get the rest of the money.

“I am a widow living on Social Security. (Refund) doesn’t mean much. I feel like this isn’t fair. “We didn’t do anything wrong.”

On Your Side expects to hear the travel insurance company’s decision soon. I’ll let you know what happens in the next news report.

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