Largely as a result of the good reviews on this site we booked to go to Granat Schlossl in Obergurgl with the family and took out their suggested insurance, but unfortunately our (grown-up) daughter got pneumonia so we couldn't go. We weren't able to get a refund from the Granat Schlossl, who insisted that we pay in full and assured us that we would to get the money back from the insurance company. Although we had a medical certificate for my daughter this was not deemed to be sufficient by the insurance company. They required a cancellation receipt from Granat Schlossl. Despite numerous phone calls to Granat Schlossl and the Obergurgl tourist office we never managed to get the required paperwork from Granat Schlossl – in fact it was extremely difficult to get any kind of response. The best we got was a suggestion on one of the few occasions that we got an answer on the phone that we modify an email and pretend it came from them. Having spent hours on the phone and writing emails and letters that never got a response, we've given up – the insurance company didn’t accept our claim, and were not prepared to give us anything back. It seems they take a large percentage (20%) anyway. So we are over 1600 euros worse off and never got our holiday. The people in Granat Schlossl always appeared very pleasant on the odd occasion when we did manage to talk to them, but never delivered the required documentation. Since we had paid in full and booked a good family room that we were never able to use, it doesn’t seem too much to expect them to provide a letter to say that we did not come.