I recently had to cancel my trip to Portugal due to the death of a family member. This was not an immediate family member, but someone I grew up with, making the loss deeply personal. The cancellation happened two weeks before my trip, and I acted immediately to notify all relevant parties. First, I contacted Expedia, where I had booked my trip. Unfortunately, they informed me that the cancellation policy was at the discretion of the hotel and advised me to contact the hotel directly. Upon calling the hotel, I was told that because it was a "last-minute cancellation," they would be charging me the full amount, and they redirected me to Expedia and my travel insurance provider. However, two weeks' notice to cancel a hotel reservation is not last-minute by any standard in the hospitality industry. Most hotels worldwide allow cancellations within 24 to 48 hours without penalties, and a two-week timeframe should be more than reasonable. I then reached out to AIG Travel Insurance and initiated a claim for reimbursement. When asked for the reason for my trip cancellation, I truthfully stated that it was due to the death of a family member. AIG then requested a death certificate as part of the claim process. This request is not only insensitive but completely inappropriate. It would be culturally and morally unacceptable for me to approach a grieving family to ask for such a document simply to satisfy an insurance requirement. In many cultures and religions, asking for a death certificate during a period of mourning is offensive and shows a complete lack of empathy. I am appalled by how AIG is handling this process. Insurance companies market themselves as being there to support travelers during unforeseen events, but in reality, they make it nearly impossible to access benefits by imposing unreasonable and heartless documentation requirements. The way this claim has been handled is a clear example of the disconnect between insurance companies and the real-life hardships of their customers. It feels like a scam when you pay for travel insurance, expecting protection, only to be met with insensitive hurdles when you actually need help. I expected AIG to provide compassionate support during a difficult time. Instead, I am left feeling frustrated, disappointed, and disrespected. I urge AIG to rethink their claims process and incorporate more humanity and cultural sensitivity into their practices.