Goibibo - Travel insurance claim rejected

I'm writing to share my experience with Goibibo (a brand of MakeMyTrip India Pvt. Ltd.) and TripMoney regarding my flight booking and the Visa Guarantee Protection (VGP) insurance, which has turned into a long, frustrating battle for a refund I am rightfully owed.

On **rd January ****, I booked a round-trip international flight from India to Japan through Goibibo. The total booking amount was ₹**,***, and I also opted for Visa Guarantee Protection, which is supposed to refund the flight fare in case of visa rejection.

Unfortunately, my Japan visa application was rejected. Per the policy, I raised a refund claim on *th March ****. I submitted the required documents, including the booking invoice and an official email from the Japanese Consulate in Chennai confirming that my visa was not granted. I made it very clear that the Japanese Embassy does not issue a stamped Visa Rejection Letter (VRL), and this is a known and accepted practice. I went out of my way to get a written rejection confirmation from the consulate and submitted it to TripMoney on **st March.

Despite this, my claim was rejected multiple times by Goibibo, with the reason simply being "VRL not submitted." This continued even though I explained the situation repeatedly through chat, email, and social media. The support team kept sending scripted responses, ignored the facts I presented, and ultimately closed my support ticket—without my consent—just one day after assuring me they would keep it open until resolved.

Adding to the injustice, two of my friends who booked the exact same trip through Goibibo, with the same insurance and the same visa rejection from the same consulate, have already received full refunds. I have so far received a partial refund of ₹**,***, while ₹**,*** is still pending. I am not asking for anything extra—just what I am entitled to under the protection I paid for.

This situation has been not only financially stressful but also mentally exhausting. I feel completely helpless dealing with a company that offers no meaningful human support, no willingness to understand customer circumstances, and no accountability. I’ve done everything possible from my side—acted on time, submitted all available documents, followed up again and again—and yet I am being denied what is rightfully mine.

I’m sharing this now because I believe this isn’t just about one refund. It’s about how companies treat honest customers who have no direct access to them and are forced to accept automated responses. I’m determined to take this forward through every legal and consumer channel available. I’ve already submitted a grievance through the National Consumer Helpline and will escalate to IRDAI and the Consumer Forum if needed.

I sincerely hope someone in a position of authority sees this and takes action. No one should have to go through this much stress just to get a refund under an insurance policy they paid for in good faith.