Review Time
Waste of money, false advertising for coverage. I wish I didnt purchase. We had 2 sick kids so they were not able to go to Magic Mountain. We can't get a refund unless we had a doctor's note, which then i'm sure they would find another reason to deny claim.
We booked a hotel for an out of town sporting event in June of 2025 through hotelplanner.com and purchased the protection plan because the event date in October was close to our Daughter's pregnancy due date. Her water broke the day before our scheduled stay so we couldn't attend the event. We called the booking company immediately and they confirmed that the request for coverage was valid but we had to call fanshield to get the protection claim filed.
When you call fanshield, the auto attendant doesn't allow you to talk to anybody. Furthermore, it directs you to their website or directs you to send an email to help through their website fanshield.com. Email was sent requesting a list of what was needed to file a claim. They sent an email back with a link to go step by step as well as a link to get a refund on the they amount I paid just for the coverage. They didn’t provide a list of what was needed to file a claim successfully. The link takes you through requestmyrefund.com and the step by step doesn’t contain a list of specific items needed to support your claim. “Just upload your supporting documentation” which is what? I’m now dealing with three websites to file a claim, as well as a company called Protecht, Inc that services this company’s refund program.
I filed the documentation and received an email back saying that I needed to provide them with a birth certificate. I sent the birth certificate which took over a month to get. I then received an email back saying they needed additional information after the previous email saying they just needed a birth certificate. They said I needed to provide a copy of a doctor’s exam showing that my daughter gave birth which is a HIPPA Law issue. After I questioned this request, they then sent another email saying the claim is denied because my daughter gave birth on the 16th and the trip with the hotel stay was on the 17th. Total disregard for the fact that the baby was born at 10pm and the hotel stay was an 8 hour drive away and she didn’t get to go home from the hospital for 3 days. This is where I stopped.
It’s now clear to me that this company has no intention of ever paying out a claim. They can’t provide a list of what’s needed, they don’t provide any forms to be filed out by a doctor even though their refund terms say their refund representative will provide the “forms to be used in filing proof of a refund request”, and you can’t talk to anybody over the phone. This group of companies appear to be in concert with each other to scam people out of their money through deception and delays. Please avoid them at all cost. Again, it’s hotelplanner.com, fansheild.com, requestmyrefund.com and Protecht, Inc that services this company’s refund program that seem to be working together to scam people out of their money.
When we communicated with the representative, we mentioned that my sister is eager to know when her treatment will begin. She has been informed that she cannot start until the insurance is approved, which may take about three weeks, overlapping with the early part of March. We need to adjust our appointments and were told there would be no charge if we canceled within 24 hours. Since we spoke around 2:30 PM, we are within that timeframe and expect this to be honored. Additionally, the refund policy indicates that refunds are permissible for medical reasons. Sent from my device.
I requested a refund because a snow storm kept me and a friend from attending the event. I had to submit extra documentation to verify the storm, but ultimately, I did receive a refund for the tickets. I would consider purchasing this insurance again for future events.
I had a death in my family. The process of getting a refund was made much more difficult than necessary. Even after providing the requested information, I was continually pressed for more details when when I had clearly fulfilled the requirements based on the insurance explanation of benefits. I needed to directly provide screenshot proof of what the company policy was in order to receive my refund. Although I did eventually get reimbursed, the process was both inconvenient as a customer and incredibly insensitive as someone who just lost a family member.
This company straight up lies about what its policy says and when I point out what their policy actually says, they don’t respond to my emails at all and consider the case “closed.” I honestly think there could be a class action suit against them.EDIT AFTER THEIR RESPONSE BELOW: I’m not sure if the FanShield customer service reps are confused chat bots or lying humans, but either way, their response below is just a straight up lie. I’ll copy and paste my email to them, which pointed out that the documents I signed and agreed to, did NOT contain the conditions they claim it did. In fact, when I emailed them the exact paragraphs, screenshots of the contract, etc., showing that their conditions were NOT agreed to, they closed my ticket. My email is below: “Hi, you say this, but the below paragraph you “cite” regarding the childbirth proof of loss is nowhere to be found in the actual policy that I agreed to. See attached 1) screenshot of the policy with the search function highlighting that this is the only reference to childbirth in the entire document and 2) attached screenshot with the entire Part VI section, which does not define proof of loss as you do below. So where, exactly, did I agree to provide a birth certificate as proof of loss when I entered into this contract? I would further point out that the bottom bullet point of IV(A)(I) (the “childbirth” bullet point) only states that “[y]ou will be attending an immediate family’s childbirth at the time of the event.” This bullet point contains absolutely no other conditions or requirements. Compare this to the bullet point directly above it, for instance, which specifically does place conditions on the exercise of that circumstance. Likewise, multiple other bullet points in IV(A)(I) specifically provide conditions to being able to exercise the use of that circumstance, such as requiring a physician visit. The specific inclusion of conditions on other circumstances in the exact same section as the childbirth bullet point logically implies that if there was a certain condition that needed to be met, such as the condition that the birth needed to have already occurred, it would have been listed in the paragraph just as the physician requirement was listed for a separate circumstance. You seem to have conjured up the childbirth requirements on a whim in your email below, presumably in the hopes that people won’t actually read the policy they signed and just take your word for it. So once again, I ask you, can you show me exactly where I agreed to the conditions below? From my reading of the policy terms, the “proof of loss” absolutely does not require what you say it does, and in fact, it leaves the definition fairly broad so it seems to me that it it up to someone’s discretion what “counts” as proof of loss. I would ask that you put me in contact with the person whose discretion that is.”
If I could give zero stars I would. They wouldn’t fully refund what I paid, they are offering $50 back instead of $70. Also, when I go to pick how I want my refund, the link says Safari cannot open the page. Super dissatisfied with this and will never use this “insurance” again.
I will give -1000 of the review, this company is a scam. I buy this "insurance" for a 10K race that cost $50 USD but they require a doctor certificate that cost me $100 USD and even with that they are not willing to refund because common cold is not a "serious" illness don't buy from them
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