I spoke to a customer service manager who indicated he would help me. To make a long story short. He never did. I never received a refund. The trip insurance only appears to work if you have proof of being hospitalized (did not help for pandemic cancellations) i was forced to cancel because the Philippines has been implementing a policy of not allowing tourists and even now that is the case. I had Wells Fargo Bank reverse the charges that were on a Visa credit card, but then Visa told Wells Fargo to honor the charges and pay them. This was frustrating to see the credits reversed after being in my accountfor 4-5 monthschecking account for User's recommendation: Be aware of what trip insurance covers. I read other people who rebooked had to pay significant fees (hundreds of dollars).