Cancún, Mexico — Grupo Xcaret has confirmed it has not yet received the medical records of visitor Cristian Andrés Cáceres, who sustained injuries after a fall near the Cancún dock. The company stated that these records are necessary to proceed with the insurance claim process.
The case gained attention after the injured man’s sister publicly shared details about his health condition. In response, Xcaret clarified that its first aid team attended to the incident immediately and remains prepared to follow up through the appropriate channels.
Medical Documentation Required for Insurance Claim
Xcaret emphasized that neither its customer service team nor the insurance representative has received the clinical records documenting the medical reasons for the surgical interventions following the accident.
"The documentation is a requirement to advance any insurance coverage claim," the company stated. To expedite the process, Xcaret suggested that the records be sent directly to the insurance representative or to the email address comunicacion@xcaret.com, where they will be promptly forwarded for medical evaluation.
The company reiterated its commitment to resolving the matter in accordance with established procedures and remains open to further communication from the affected party or authorities.
Clarity and Compliance Key to Resolution
The case highlights the importance of clear and consistent communication between involved parties, as well as adherence to formal requirements for insurance claims. The absence of the requested medical records has stalled progress, potentially delaying a resolution that, according to Xcaret, hinges on the submission of these documents.
Grupo Xcaret assured that it will continue monitoring the situation and remains available for any further contact regarding the case.
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