They claimed all of their out-of-pocket expenses and the insurance company paid up to the maximum amount they had insured. So obviously, they did not receive payment for the excursions. I then contacted the cruise line and we worked out a deal so they didn't have to pay for the entire amount. Again, just another reason why it's always better to book with an agent instead of trying to do everything yourself. It's good to have someone working for you so you don't have to feel alone when battling the big bad corporations.