Galveston woman's cruise dream dashed by denied travel insurance claim

Helen Reddy's 89th birthday cruise with friends was canceled due to worsening health, but travel insurance denied coverage due to pre-existing condition exclusion

Published on Feb. 20, 2026

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A group of Galveston, Texas women planned a cruise vacation for their 89-year-old friend Helen Reddy, who has been dreaming of taking a cruise for years. However, when Helen's health took a turn for the worse due to cancer and COPD, her doctor advised against traveling. The group canceled the trip and filed a travel insurance claim, but the insurer denied coverage due to a pre-existing condition exclusion. After over a year of fighting the denial, the women are out thousands of dollars, highlighting the importance of carefully reviewing travel insurance policies.

Why it matters

This case illustrates the complexities and potential pitfalls of travel insurance, especially for older adults with pre-existing medical conditions. It underscores the need for consumers to thoroughly understand policy exclusions and coverage limitations before purchasing travel insurance to avoid unexpected denials and financial losses.

The details

Denise Roller, a close friend of Helen's, had purchased a $8,633.32 cruise package on the Regal Princess for a girls' weekend getaway, including travel insurance. However, when Helen's cancer and COPD worsened, her doctor advised against traveling. The group canceled the trip, but the travel insurance provider, United States Fire Insurance Company, denied their claim due to a pre-existing condition exclusion in the policy. Despite providing extensive medical documentation, the insurer has refused to approve the claim, leaving the women out thousands of dollars.

  • The cruise was scheduled to depart Galveston on October 27, 2024.
  • The group canceled the trip after Helen's doctor advised against traveling.

The players

Helen Reddy

An 89-year-old Galveston woman who has been dreaming of taking a cruise for years.

Denise Roller

A close friend of Helen's who purchased the cruise package and travel insurance.

United States Fire Insurance Company

The travel insurance provider that denied the group's claim due to a pre-existing condition exclusion.

Princess Cruises

The cruise line that the group had booked the trip with and ultimately canceled the cruise.

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What they’re saying

“The insurance company has pushed us around. They kept asking for different medical records and information. We gave them everything they asked for, but then they asked for more. It's been a constant back and forth.”

— Denise Roller, Friend of Helen Reddy (click2houston.com)

“If I were to do this again, I would read it from start to finish.”

— Denise Roller, Friend of Helen Reddy (click2houston.com)

What’s next

The group is continuing to fight the insurance company's denial, but the process has been challenging due to Helen's current hospice care status.

The takeaway

This case highlights the importance of thoroughly reviewing travel insurance policies, including exclusions and coverage limitations, before purchasing to avoid unexpected denials and financial losses, especially for older adults with pre-existing medical conditions.