We booked airline and hotel accomodations through Expedia for a two-week trip to Portugal last fall. In November, I was diagnosed with dermatomyositis, and entered treatment for it. Due to the medications I had to take, I was imune-suppressed and the outlook did not improve over 3 months of medication. Therefore, on March 2, we cancelled the trip, getting refunds for all hotel and travel within Portugal almost immediately. However, airline tickets, which were non-refundable, were not.
We contacted Expedia, who referred us to AIG. AIG gave us a long list of requirements, including medical documentation, which we submitted. They did not reach out to us for 3 weeks, whereupon our phone call was greeted by the announcement they had lost the paperwork. Upon "finding" it , they reported that, due to Covid-19 issues, they were behind in processing and asked our patience. By Late April, we had not heard from them, and kept calling and checking our status online.
We were finally informed we needed to contact United Airlines to request a refund or credit for future flight. Since United had cancelled the flight due to Covid, AIG needed to know our status with reimbursement from United before processing our claim. We were told notification of our status from United was sufficient via web URL to the statement by United. This took until mid-June to complete, and when all that was submitted, AIG further stated we needed a response from United directed to us personally. Since we were not Covid-involved, this seemed a delay that was unnecessary. AIG has in the meantime closed our claim until we submit their demanded paperwork, and refuse to process as a separate medical claim covered by their insurance contract.