I requested a refund because I was unable to make my flight and it was denied due to a representative misunderstanding my explanation. The refund team stated that I was rebooked when I was not and I was explaining that it would cost me to rebook or get another flight. There is no way to contact them or clarify your ongoing application. After days of trying to reply to their email and trying to find any means of communication, I have yet to find any. I am currently stuck in Bangkok after traveling in severe weather for over five hours with no help from them. I would NOT recommend purchasing this travel protection they have no means of communication, they only allow you submit one form and they deny you for the issues they state they cover.