Ivi,
They made two errors in my claims in one case saying that a credit card refund for a summer Alaska cruise applied to a Miami spring cruise. Rather boggles the mind. It's been over a month since I sent them documentation. I'm still waiting for the corrections. I call every 7-10 days or so and keep getting told them are working on it, or it's in the queue or they'll get back to me, which they never do.
Good luck!!