I called them since they don't respond to email. They want a statement from the physician stating that he couldn't attend the trip. I said that the full page he wrote explaining what all was wrong documented that but if all they needed was a single sentence saying, "In conclusion, because of the issues listed above, the patient was unable to attend the trip," then why the hell did they wait a month to ask for that single sentence? I'm not particularly happy with John Hancock travel insurance right now. The only bright light is that I hope that this means I will get a 100% reimbursement instead of the 75% you get on cancel for any reason. I did purchase cancel for any reason.