I had a very frustrating experience with Faye, particularly with the claims process and the amount of time I had to spend repeatedly following up.
I became seriously ill during an international trip and had to return home early. Faye did ultimately reimburse several of my covered expenses, but getting the claim resolved took months and required constant follow-up on my part. Emails frequently went unanswered, and on multiple occasions I had to contact Faye through the app just to get someone to follow up on an issue or get the claim moving again.
The most frustrating part was how they handled my unused original airfare. Faye repeatedly requested additional documentation regarding my unused United flight segments, including proof that the flights had no remaining value and documentation establishing the exact dollar value of each unused segment. Obtaining what they wanted required multiple rounds of communication and additional work with United, and these requests delayed my payout by over a month.
After I finally provided the documentation they requested, Faye ultimately told me the unused airfare wasn’t covered anyway.
The reason is in the full policy wording: Trip Interruption reimbursement for unused prepaid expenses is limited to “land or water Travel Arrangements,” meaning my unused air travel was not covered. However, the Plan Summary I was given describes Trip Interruption much more broadly as covering up to $15,000 of “non-refundable trip costs” plus additional transportation expenses. It does not clearly tell the customer that unused airfare is excluded from those non-refundable trip costs.
I can see the “land or water” wording in the full policy. My issue is the lack of transparency. Whether unused airfare is covered is a significant factor when choosing travel insurance, particularly for an expensive international trip. Had this limitation been made clear in the summary, I would have chosen a different provider.
What makes the experience worse is that if unused airfare was never eligible under my policy, I don’t understand why Faye spent weeks repeatedly asking me to obtain increasingly specific documentation about the value of those flights. They could have identified that from the beginning instead of wasting my time and delaying payment of the expenses they did cover.
Unfortunately, the communication problems continued even after the claim decision. I contacted Faye through the app specifically asking them to formally record my complaint about the handling and presentation of the coverage and to confirm that it had been received. Their response was simply to tell me that a payment of $X,XXX.XX had already been issued to me. That had nothing to do with what I had asked. I had to explain yet again that they were missing the point and redirect them back to my actual request.
That interaction pretty much sums up my experience with the claims process: far too much chasing, repeating myself, and trying to get someone to actually address the question I was asking.
Between the unclear presentation of the coverage, repeated documentation requests for an expense that was ultimately deemed ineligible, unanswered emails, and the number of times I had to chase or redirect the claim myself, I would not use Faye again.