The Truth About Travel Insurance: What Happened to My Mom with Chase, Virginia Surety, Agoda & Chubb

Katrina Julia
4 days ago
4 min read

I never thought I’d be writing this. Not about my mom. Not about a trip that was meant to be special — and turned into a nightmare.

But here we are.

And if this helps even one person avoid what we went through, it’s worth every word.

This isn’t just about travel insurance.

This is about what happens when big companies make promises to protect you and your loved ones — and then vanish when you need them most.

A Trip That Started With Excitement

My mom, dad and I were headed to Thailand — a trip we were both looking forward to.

She booked her airfare through Chase, trusting the travel protection they promote so heavily. Medical emergencies, national disasters, covered — right?

I also booked our flights and stay through Agoda, where I was offered additional travel insurance via Agoda through Chubb.

I said yes.

Why not?

Extra protection for my mom.

Little did I know — all four companies involved would end up abandoning us.

An Earthquake Changed Everything

On March 28, we were at Bangkok DMK Airport when an earthquake hit.

My mom — in her 70s — kept calm, but within 30 hours of arriving in Chiang Mai, she started feeling dizzy, nauseous, disoriented. She’d been through stress, physical exhaustion, and now her body was reacting.

When we got to the condo we booked at Astra Sky River, we found it was damaged and closed — due to the quake.

No warning.

No backup plan.

No help.

We had to scramble to find last-minute lodging, in a city we barely knew.

With the help of the condo manager translating, I had a ambulance come. The first time she went to the hospital they gave her anti-nausea medicine and discharged her after hours thinking it was solely related to food. Within 18 hours, she woke up with the exact same symptoms.

This time, they ran more extensive tests and scans leading to a diagnosis of vastibular balance disorder. She stayed in the hospital for a total of five days.

Now, eight months later, thankfully the dizziness and nausea is solved. However, she is still being treaded as the balance issue remains.

I Filed the Claim — And Then… Nothing

I submitted a claim for $4,635.69 — for the medical issue, the emergency hotel, the lost accommodations.

It was reasonable.

It was valid. It was exactly what the insurance was for.

I sent emails. I followed up. Again. And again.

50-100+ emails.

And here’s what I got in return:

🚫 Chubb Thailand gave a rude, copy-paste reply and refused to even open a claim — claiming her one-way ticket excluded her.

👉 Which was never listed in any exclusions at the time of purchase.

🚫 Agoda, who sold the policy, said it wasn’t their responsibility. 👉

Even though they profited off the sale and advertised it to U.S. customers.

🚫 Chase, who proudly offers Virginia Surety travel coverage, said it was “not their issue”.

👉 Despite marketing this insurance and choosing the underwriter.

🚫 Virginia Surety hasn’t stepped up at all.

👉 And they're the ones supposed to actually handle the claim.

This Is Elder Abuse. And It’s a Pattern.

My mom is in her 70s.She trusted me. I trusted them.

She did nothing wrong. She needed care. She needed support.

And four major companies turned their backs.

What happens to people who don’t have a daughter to fight for them?

What about the elderly travelers who quietly give up after being ghosted by billion-dollar corporations?

I’m Fighting Back — and You Can Too

✅ I’ve filed 4 FTC complaints

✅ I’ve filed 4 BBB complaints

✅ I’m speaking out — on my blog, my emails, and every social platform I have

✅ I’ve contacted Duane Morris and other attorneys — because this isn’t just about my mom.

This is a pattern.

I’m also making myself available as a media spokesperson — for the FTC, BBB, attorneys, and creators

Because we deserve better. Our families deserve better.

And this story won’t end in silence.

What You Can Do Right Now

📌 If you've been wronged by Chase, Agoda, Chubb, or Virginia Surety — SPEAK UP.

📌 File an FTC complaint: https://reportfraud.ftc.gov

📌 File a BBB complaint: https://bbb.org/file-a-complaint

📌 Contact an attorney.

📌 Share your story. Your voice matters more than you know.