Princess Travel Insurance not Valid on Casino Deposit

[CountyCarrie]

Beware when using Platinum Princess Protection Plus on casino bookings. I had to cancel three recent because of my father's stroke. I was told by three separate casino customer service reps that the $200. deposit for each ($600) would be refunded in full by AON. NOT TRUE! They rejected my claim, despite getting all the physicians signatures and medical records.

After two hours on hold today, was told by the casino rep that I "canceled for the wrong reason" under the "cancel for any reason" insurance. (thus not even eligible for FCC) When asked to escalate my request, he told me to call back Monday and start all over with my issue as they would only be open for another hour! LOL 

Calling Princess Casino Department is definitely a trip to the Theater of the Absurd.

So book online if possible, but if there is a problem....you are out of luck.

Does anyone know of any contacts to report the misinformation I was given by the casino reps? I'm afraid they will still make these reassurances to others having to cancel. Maybe others can be spared the wild goose chase I've been on.

Also, recommendations for other casino programs that have decent customer service? I'm ready for a break.

 

[roxievegas]

Sorry about your father's stroke - hope he will recover.

 

My understanding about the $200 deposit with a casino booking - it is not refundable.  Even though you got the insurance, the deposit is not covered by that.  I have been told that everytime I book a casino trip - the deposit is not refundable.  Sorry if the reps did not relie that info to you.

 

I would still call the casino department and try to get the refund, since you were given the wrong info at the time of booking.

[CountyCarrie]

Thank you.

 

I didn't think it would apply until I was told otherwise by the casino rep when I cancelled. Sometimes they will let you apply it to another booking, but he said something like, "well since you have the insurance you will get refunded or at least get FCC"

I have called the casino department, but the answer to every question was "I cannot" 

Thanks for the info and Happy cruising to you!

[memoak]

That is what non refundable means

[CountyCarrie]

On 7/17/2023 at 8:42 AM, memoak said:

That is what non refundable means

True, but other charges such as airfare are "non refundable" and those are refunded under the insurance with valid medical documentation.

 

[nascartony20fan1]

On 7/16/2023 at 12:36 AM, CountyCarrie said:

Beware when using Platinum Princess Protection Plus on casino bookings. I had to cancel three recent because of my father's stroke. I was told by three separate casino customer service reps that the $200. deposit for each ($600) would be refunded in full by AON. NOT TRUE! They rejected my claim, despite getting all the physicians signatures and medical records.

After two hours on hold today, was told by the casino rep that I "canceled for the wrong reason" under the "cancel for any reason" insurance. (thus not even eligible for FCC) When asked to escalate my request, he told me to call back Monday and start all over with my issue as they would only be open for another hour! LOL 

Calling Princess Casino Department is definitely a trip to the Theater of the Absurd.

So book online if possible, but if there is a problem....you are out of luck.

Does anyone know of any contacts to report the misinformation I was given by the casino reps? I'm afraid they will still make these reassurances to others having to cancel. Maybe others can be spared the wild goose chase I've been on.

Also, recommendations for other casino programs that have decent customer service? I'm ready for a break.

 

I bought insurance from Princess for a casino booking and was told the deposit would be refunded as FCC if I cancelled. I was talking to a supervisor who was able fix a big mistake the casino department made. It took many hours to finally get to speak to him, but he fixed all the issues and sold me the insurance for a different cruise in December. I believe that most of the casino customer service department is new hires from Asia and no longer in the USA. They told me that they had to cancel my cruise for them to change cabins which was absurd. They did though, lost all my shore excursions and casino promo, and then called back later to say they couldn’t change cabins and they were reinstating the cruise without the shore excursions which were sold out and couldn’t be rebooked. Thankfully after saying 10 times I needed a shoreside supervisor and 1 hour of them saying no, I got one that fixed my cruise, but sold me the insurance saying I would get FCC if I cancel. So I wonder, if you insist on speaking to a supervisor shoreside even when they tell you no 10 times, do you finally get one who gives you what is rightfully yours? FCC for non refundable deposit of casino cruise. 

[EZ1]

We no longer use princess insurance for each cruise, as we go often within the year. So now we get annual insurance for the cruise thru Allianz. And its about $400 for the 2 of us, for the year.  I think they would have refunded the deposits with the drs notes.

The princess casino call center has made so many problems for guests. Since May, you can call any princess vacation planner or travel agent for casino deals.