Conversation hUZ7nIgQB1

{ "type": "user_message", "message": "I am sorry to hear about your wife's illness. I can certainly help you process your trip cancellation claim. \n\nBased on your Revolut Ultra Plan policy, to evaluate your claim for 'Trip cancellation – listed reasons' (which covers serious sickness of a family member or trip companion), I will need you to provide the following documentation:\n\n1. **Proof of Purchase**: Confirmation that the booking was paid for using your Revolut account while your Ultra plan was active.\n2. **Booking Details**: Your original trip booking invoices and travel documents showing dates, times, and destinations.\n3. **Cancellation Proof**: Proof that you have requested a cancellation from your travel provider(s) and a statement showing the non-refundable charges or cancellation fees incurred.\n4. **Refund Documentation**: Proof of any partial refunds you have already received from the providers.\n5. **Medical Documentation**: A medical certificate from a doctor specifying the date and nature of your wife's sickness, along with a written note from the doctor advising against the trip.\n\n**Calculation of Refund:**\nOnce I receive these documents and verify the claim under the 'Listed Reasons' coverage:\n- You will be refunded **100% of the non-refundable amount**.\n- A **€50 deductible** will be applied to the total.\n- *Example: If your non-refundable loss is €1,000, your refund would be €950 (€1,000 - €50).* \n\nIf the sickness does not meet the policy's specific 'serious' criteria, you may still be covered under 'Cancellation for Any Reason', which provides a **70% refund** of the non-refundable amount.\n\nPlease upload these documents here so I can begin the assessment for you." }

11:18:25

{ "type": "user_message", "message": "Thank you for providing these documents. Here is a summary of the documents received:\n- Flight Volotea: 11 July 2025, Malaga to Bilbao, Paid €149.04, Refunded €23.54.\n- Flight Vueling: 14 July 2025, Bilbao to Malaga, Paid €170.34, Refunded €0.00.\n- Hotel Barceló Bilbao Nervión: 11 July 2025 to 13 July 2025, Paid €371.68, Refunded €0.00.\n- Hotel abba San Sebastián: 13 July 2025 to 14 July 2025, Paid €250.09, Refunded €0.00.\n\nBefore we proceed, would you like to opt-in for a rescheduling instead of a cancellation? This option could save you up to 30 percent of the costs that would otherwise be covered by the insurance company.\n\nTo complete your claim for a 'Trip cancellation – listed reasons' (100% refund), I still require the following document:\n- **Medical certificate/Doctor note**: Please provide a note from a medical practitioner for your wife. Please ensure it confirms the necessity of the cancellation but do not include specific medical details.\n\n**Breakdown of your potential refund calculation:**\n- Total Non-refundable amount: €917.61 (Total paid €941.15 - €23.54 refunded by Volotea)\n- Policy Coverage: 100% for listed medical reasons\n- Deductible: -€50.00\n- **Total estimated refund: €867.61**\n\nNote: If the medical reason is not among the listed reasons, the claim will be processed under 'Cancellation for any reason' at 70% with a 30% deductible. Please upload the doctor's note to finalize the assessment." }

11:21:09

{"type":"user_message","message":"Thank you for providing the medical documentation. Here is a summary of the additional document received:\n- Doctor note: Dra. Teresa Pérez Reyes.\n\nI have now received all the necessary documents to finalize your claim assessment. Based on the medical certificate provided, your situation qualifies under the 'Trip cancellation – listed reasons' coverage of your Revolut Ultra Plan.\n\n**Calculation Breakdown:**\n- **Volotea Flight**: €149.04 (paid) - €23.54 (refunded) = €125.50\n- **Vueling Flight**: €170.34 (paid) - €0.00 (refunded) = €170.34\n- **Barceló Bilbao Nervión**: €371.68 (paid) - €0.00 (refunded) = €371.68\n- **abba San Sebastián**: €250.09 (paid) - €0.00 (refunded) = €250.09\n\n**Total Non-Refundable Loss**: €917.61\n**Policy Deductible**: -€50.00\n**Final Refund Amount**: **€867.61**\n\nYour claim is now complete and the information has been collected for the final processing of your refund of €867.61 to your Revolut account."}

11:22:19