Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They are still basing decisions based on speculation and what they "think" occurred. The company still doesn't explain why they allowed purchase of a policy they would never stand by in the first place since they are basing decisions based on when the policy was purchased. For example, if I had to cancel my trip based on bad weather, would they tell me no because I could predict or see the weather forecast prior? How can someone predict or foresee a death, and if I'm capable to do so, why would have I even needed their services if that was the case? They didn't bother to look and see what the hotel policy was, if I could foresee death I could have foreseen myself into calling the hotel and canceling while I still could have gotten my money back. I'm being treated as someone who is trying to get something for nothing, as if I'm trying to swindle them out of something that doesn't belong to me. Like I deserved to lose my Grandfather and that I deserved to lose all the money that I invested in my trip to the Dominican (my very first opportunity to venture beyond the united states, oh and I have a passport to prove that as well). This company is treating me as if I'm some kind of insurance criminal, when all I want is the money back that belonged to me in the first place. So if I am unable to retrieve that from them, that is why I definitely deserved to grant them a poor rating from my consumer experience. Especially when I called the company first prior to filing my claim to explain what had happened, and not once was I advised that my situation wouldn't be covered. I dealt with 3 months of back and forth with this company retrieving all kinds of medical release information from my grieving mother, so they could get whatever information they needed to send me an official denial of there claim. Someone who cooperates in that type of manner must be fraudulent right? This company has never taken any responsibility for the shenanigans that took place during those 3 months, it was bad business period.
Regards,
[redacted]
This insurance protection company does not focus on customer experience or customer satisfaction. The local manager, Michael, allowed me the use of his quote:
"The level of customer service you are expecting is not cost effective for our company."
When I asked for an update of my claim this was his response. He went on further to say that they don't have time to respond to every client, they have way too big of a case load. My goal is to decrease their case load so they might be able to find a way to keep a smaller client base and learn how to maintain customers. This company is focused on keeping their premiums and not offering payout to worthy customers. Stay away.
CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the...
administrator of the travel protection plan that was purchased. We are in receipt of your email dated 9/2016, notifying us of the complaint filed by Ms[redacted].
Ms[redacted] booked a rental property through [redacted] Properties with scheduled travel dates of 6/09/16 to 6/25/16. This booking was canceled on 2/18/16, 112 days prior to arrival, due to the illness of Ms[redacted].
The policy provides Trip Cancellation Benefits for a Covered Event as follows: "Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded and unused published Payments that you paid for your Trip if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy."
The published Reservation Rental Agreement of [redacted] Properties states under Cancellation Policy: "61+ Days is a $150 Administration Fee". As such, the non-refundable Payment made by Ms[redacted] to [redacted] Properties is the $150.00 Administration Fee. Per their terms and conditions, [redacted] Properties should be issuing a refund to Ms[redacted] as follows: $9,461.28 - $592.66 non-refundable insurance cost - $150.00 payment by CSA for the Administration Fee = $8,718.62.
If you have any questions, please feel free to contact us at (800) 541-3522, by email at [email protected] or by FAX at (877) 300-8670. Please ensure the claim number is included with your response.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
cc: Generali U.S. Branch
February 05, 2015[redacted] / Revdex.com OF SAN DIEGO4747 VIEWRIDGE AVE #200SAN DIEGO, CA 92123[redacted] #[redacted] #[redacted]Claim Number: [redacted]Policy Number: [redacted]Travel...
Dates: September 23, 2014 - October 18, 2014Dear Ms. [redacted]:CSA Travel Protection and Insurance Services is the administrator of the travel protection planthat was purchased. We received your emails dated January 31, 2015, notifying us of thecomplaints filed by [redacted] and [redacted]. Both parties are on the same policy andhave filed the same complaint. This letter is in response to both of their complaints.When Mr. [redacted] and Ms. [redacted] arrived at their return destination in Denver on October 18,2014, their bags were missing. The bags were delivered to them on October 23, 2014. BetweenOctober 21, 2014 and October 23, 2014, Mr. Wolfe and Ms. [redacted] purchased clothing,toiletries, medication, and other items, and filed a Baggage Delay claim for $1 ,851.00.Baggage Delay Benefits are provided as follows: "We will reimburse you, up to the amountshown in the Schedule for the cost of reasonable additional clothing and personal articlespurchased by you, if your Baggage is delayed for 24 hours or more during your Covered Trip.We will also reimburse you up to $25 for expenses incurred during your Covered Trip toexpedite the return of your delayed baggage. This coverage terminates upon your arrival at thereturn destination of your Covered Trip." Coverage for Baggage Delay is to assist the travelerwith the purchase of emergency items while they are on the Covered Trip.When the policy is bought, there is a Ten Day Free Look to determine if the plan will meet theneeds of the purchaser. The policy states: "If you are not satisfied for any reason, you maycancel your coverage within 10 days of your application date or receipt of this document,whichever is later. A letter indicating your desire to cancel should be sent to us or ourauthorized agent. lf there has been no incurred covered expense and you haven't already lefton your Trip, you will receive a full refund of your plan cost. After this 10-day free look period,the payment for this plan is non-refundable."The underwriter has reviewed this matter and we can afford coverage for the Baggage Delayclaim. The claim will be reopened for processing. The insurance plan cost is non-refundable.If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.Sincerely,[redacted]Sr. Technical Claims Specialistcc: [redacted] / Director of Claims
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I could not be more dismayed, frustrated and dissatisfied at this time.
This disgusting tenant left MY home in absolute filth. I provided pictures to CSA showing the trash, the food, the dishes and the disgust that these people left my house in.
I provided pictures showing they left the windows open. I provided a statement which said the windows being left open caused ALL of the pipes in the house to freeze.
It took over 6 hours to thaw out. These people showed complete disrespect to the way they used and treated my home.
I was made to believe that by the tenant purchasing the CSA insurance that I as the landlord was covered in case of damage. Nowhere in the email the insurance company provides does it even show you where to go to obtain a copy of the policy, it states in the email YOUR PROPERTY IS NOW PROTECTED, when in fact it really is not. This company makes it very difficult to even find a copy of the insurance policy.
This insurance company apparently has no problem allowing tenants to completely destroy a home and have no repercussions as long as the tenant states "they didn't do it". This insurance company is telling me by their action of denying this claim, that I am making all of this up, even though I have clear as day pictures showing what these people did to my home. This insurance company is extremely misleading to landlords. To absolve the tenant of liability when there is evidence to the contrary is poor business practice. I would guess this tenant has a history of damaging vacation homes which is why he willingly purchased the insurance knowing that no claim would be paid as long as he denied culpability.
I have attached a copy of the email that I received when the policy is purchased, I have also attached pictures to show the disgust and filth my house was left in along with proof that the windows were open.
I truly hope that the Revdex.com can help this insurance company see the error in their ways and do the right thing and payout this claim from damages done by THEIR client which have been documented fully.
With Absolute Disgust,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
?V?RV??W
Last summer we had a guests who stayed in one of our vacation rental properties in [redacted] in July. When they booked the property with us they purchased a CSA damage protection policy which GUARANTEED protection up to $5000.
Immediately after they left the property - within 16 hours - the then current guests called at 4am to say that there was a leak in the laundry. A plumber was sent immediately only to find out that the leak was coming from the ceiling. The ceiling collapsed and upon further investigation it was discovered that the air conditioning coils were frozen. We were told by the 3 different technicians who were subsequently involved, that the only way that could happen was if someone turned the thermostat very low causing the airconditioning unit to not be able to keep up (it was 107 and above every day they were there.) This would cause the unit to be running continually and finally freeze. We have a Nest Thermostat and upon checking the history we did indeed find that during his stay that the thermostat was set for 50 degrees and was running almost continuously.
We filed a claim with CSA and I emailed the guest - [redacted] to tell him he would be getting a call from them but not to worry as he had purchased insurance that completely protected him. I never heard back from him. I wrote to him a second time and, again, never heard back from him. This time I told him that if the CSA claim was denied that we would have to personally sue him for the damages.
I was told by CSA that when they contacted him he denied turning the temperature down. That was enough for CSA. He denied culpability and that was that.
Because we had such an overwhelming amount of evidence in our favor, we contested CSA's refusal to pay our claims and continued to supply them with all the information that they requested. They had an answer for every single piece of information we gave them claiming that it proved nothing and simply kept asking for yet one more pice of information until they finally said they only needed one thing more - to talk to the man who installed the new handler. They handled this by simply never being available to talk to him and never returning his calls.
?UR ISSU?S: L?C? ?F ?????R??? ??D ????CS ?UR? US ?LL
We use the company [redacted] and specifically VRBO to market our homes. They strongly advise that we offer damage protection saying that it will protect US the owners. Therefore we mandated all our guests to purchase it. After this happened we were told that the pollcy Is OWNED BY AND PROTECTS THE RENTER NOT THE OWNER and if the owner says they did not do something then that is that.
F?C?S ???? ????G??? ?G???S? ????GR??? ??D ????CS.
Our company traveled to the VRMA (Vacation Rental Managers Conference) conference last week. This is what I discovered:
• In my effort to find a person of authority with whom I could discuss this issue, I found several individuals who immediately guessed that CSA was the company I was having a problem with because they had had issues with them as well denying claims. One of them significant. I was advised to talk to the Insurance Board of AZ. Finally I was encouraged to talk to the head of the ethics committee. He will be communicating with them. He personally had the denial of 1000 cases of customers who bought trip interruption insurance from them. They denied all the claims of all 1000 individuals who could not get to their rentals because a hurricane completely cut off all access to the island where there homes were. His battle with them was finally resolved in his favor. But it illustrates that this has been going on seriously for years.
• [redacted] only offers products from ONE insurance company - CSA.
• [redacted] gets a commission from every CSA policy that is sold and a generous one.
• They have a longstanding relationship with CSA and I was told by their employees this was not going to change. They would not be switching to another company.
• CSA and [redacted] were GOLD sponsors of the VRMA convention showing that they all have deep alliances and spent a huge amount of money for this convention of 1300.
• CSA made a presentation that said their product PROTECTED OWNERS AND RENTERS.
• CSA in their presentation boasted of the large amount of money they made last year and the significant rise in customers and growth they had made last year.
• Last but not least - we lost $4,500. [redacted] is the largest and most successful vacation rental organization. That means that thousands upon thousands of individuals have been, are or will be affected by this company's unethical business practices when thy go to make their claims. The little guy is going to get hurt the most.
Yes - this type of thing happens every single day at every level of life. But someone has to take a stand even in one small way. Every single time that we say - Ok-forget it, we lose. We lose our integrity, our ethics our moral compass. We have lost all trust in this country, in every one in it, our doctors, our politicians, out businessmen, our neighbors. No one feels safe. No one can trust that when someone says they will do something they will. This is just one more business that puts the bottom line above everything. Letting these things go simply helps everything our country stands for to disintegrate just a little more.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Stonebridge/CSA travel insurance company was correct that Airtran/Southwest refunded my ticket. This was not because the insurance served as a customer advocate; I contacted the airline directly. From the response they posted it could be inferred that Stonebridge/CSA were somehow indirectly responsible for securing a refund for the ticket. This is not the case.
Airtran/Southwest representatives were extremely helpful when I contacted them and are blameless. Airtran/Southwest resolved my issue, but I am not filing this because of the airline.
What I would like to see is that stonebridge clearly proclaim on the statement of allowed coverage that they will not reimburse insured servicemembers for any official travel if they must cancel/change their flight plans because their orders were cancelled by the government.
Because they claim to insure servicemembers under another scenario (natural disaster clause) I was under the impression that they would be more helpful in this situation. Because they requested additional information from me and Airtran I was also under the impression that they would help. I seek to ensure that military personnel are made aware of this particular circumstance because thousands of servicemembers routinely fly to fulfill their duty and many likely take travel insurance for such a contingency. These servicemembers must fly every month and need to be aware that this service will not protect them in this situation. Often, the plane ticket eclipses the total pay allowance the servicemember will receive for their work weekend so it is a sizeable amount of money to personnel.
Stonebridge made no effort to contact the airlines about the situation at the time to either 1. request a refund for my ticket under the circumstances or 2. ask Airtran/Southwest to offer me a credit towards a future flight. Stonebridge may assume that this is not within their scope of responsibility; however, because Airtran and Southwest provide excellent customer service and CSA is affiliated with them (the option to elect to take insurance through Stonebridge/CSA is offered on Airtran's booking page/website) I assessed that Stonebridge/CSA would be more helpful, perhaps presenting options rather than stonewalling me when I asked for assistance. I would like military personnel in this situation in the future to know that this travel insurance will not protect servicemembers who must cancel or change their flight plans at no fault of their own.
This represents a sizeable customer segment. Each state maintains its own authorized number of personnel and each state can easily employ tens of thousands of soldiers, sailors, airmen, and marines. Many of these servicemembers must fly often and need to have visibility on this scenario.
Respectfully,
[redacted]
Dear Ms. [redacted]:
CSA Travel Protection and Insurance Services represents Generai U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated November 19, 2015, notifying us of the complaint filed by Ms. [redacted].
Unfortunately, our initial position has not changed and we need additional medical documentation to verify that no policy exclusions apply to Ms. [redacted]'s loss.
Please note Ms. [redacted] indicated she purchased her travel insurance policy the same day as she made final payment for her tour package. However, according to the email receipt provided by Ms. [redacted], the final payment for her tour package was made on October 10, 2015. The travel insurance policy was purchased on October 13, 2015, the same date the October 10" payment for her tour package cleared her bank account. Regardless of when the final payment for the tour package was made, as the trip was cancelled the day after the policy became effective; therefore, we need to verify no exclusions apply,
Finally, the plan purchased states: "You must provide us with receipts, proof of payment, medical authorizations, or other records and documents we may reasonably require concerning your claim. Failure or refusal to Cooperate may delay or impede the resolution of your claim." As previously stated, we are unable to continue processing Ms. [redacted]'s claim without a signed and completed Patient Authorization Form.
If you have any questions, please feel free to contact us at [redacted], by email at [redacted] or by FAX at [redacted].
Sincerely,
[redacted]
cc: [redacted] / [redacted]
CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated 11/01/16, notifying us of the complaint filed by Mr. [redacted].
Mr. [redacted] submitted a claim to us...
for Trip Interruption, Travel Delay, Baggage Delay, andDental expenses. However, his claim forms did not indicate the amounts claimed. We haveasked Mr. [redacted] to provide us with an itemized list of all amounts claimed, the dates ofpurchase, and the reason that the costs were incurred. This is necessary to determine whatamounts may be payable under the policy.We have already notified Mr. [redacted] that the dental expenses that he incurred after returninghome from this Trip are not covered by this policy. Coverage is only available for emergencydental treatment that is incurred during the Trip.
We need for Mr. [redacted] to provide us with an itemized list of all amounts claimed, the dates ofpurchase, and the reason that each cost was incurred. Once received, we may need Mr. [redacted]to provide supporting documentation for each of these claimed expenses if we do not alreadyhave it
If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted]. Please ensure the claim numberis included with your response.
[redacted]
Sr. Technical Claims Specialist
This policy was purchased over the website, so there is no signed contract. When the policy was purchased, the Policy Confirmation Letter was emailed to Ms. [redacted] with an attachment of the policy information. A copy of the Description of Coverage is attached. Let me know if you need anything else.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from CSA is completely false. I sent several emails to the same email address as indicated and they claim that they never received it. As everyone knows, if the email address is wrong it would bounce back. I verified the same exact email address several times and it is exactly it. Sure enough it is their problem if they could not locate my response.
For your reference, I attach all of the emails and respective files that I've sent them.
Please advise. This matter is not resolved until they reimburse me fully for everything. I ended up insuring myself with a different insurer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10258004, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
CSA Claims Specialist,
I appreciate your time in responding to this. Yet you failed to answer the one big question. Tell us about your investigation of her claim. Your client verbally denies this occurring. That is the extent of her proof? Yet we are required to submit proof of the damage. You believe her word against our physical evidence of the damages and the testimony of an independent witness who is very familiar with the condition of the house. If the house smelled of urine, then why didn't the tenant call and complain. PLEASE EXPLAIN.
She claims responsibility for the damages done by the dogs to the backs of the doors yet denies that her dogs did damage to the carpet and dining table. There were no dogs in the house prior to her stay and the house had just been cleaned. Our housekeeper called us immediately after she had checked out of the house to let us know about the damages to the bedroom doors, dog urine stains in all three bedrooms and the dining room table leg chewed. He took photos of all of the damages upon his arrival that day and sent them to us. Those are the photos we sent to you as proof of the damages. We will not be recommending our renters purchase damage protection insurance with CSA Travel through VRBO in the future as you do not bother to investigate the truth and pay our claim for additional damages. You would rather deny our claim based on their word even though all of the proof is on our side. Please forward your explanation of your investigation other than the renters denial.
CSA Travel Protection and Insurance Services represents [redacted] as the...
administrator of the travel protection plan that was purchased. We are in receipt of your email dated May 31, 2016, notifying us of the complaint filed by Mr. [redacted].
Mr. [redacted] canceled his trip due to his back injury. He sought treatment with his chiropractor, Dr. [redacted]. This claim has been reevaluated and coverage will be afforded. The file will be reopened and the claims representative will ensure that We have all documentation needed to finalize the claim.
If you have any questions, please feel free to contact us at [redacted], by email at [redacted] or by FAX at [redacted]. Please ensure the claim number is included with your response.
Sincerely,
[redacted]
Sr. Technical Claims Sbecialist
cc: [redacted]
CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated January 15, 2015, notifying us of the complaint filed by Ms. [redacted].
Ms. [redacted] booked a cruise...
through Vacations to Go with scheduled travel dates ofNovember 29, 2014 to December 07, 2014. She made full payment for the cruise on September30, 2014. The travel insurance plan was purchased on November 14, 2014, with a TripCancellation coverage effective date of November 15, 2014. At that time a Description ofCoverage, outlining the plan's coverage and coverage restrictions was emailed to her. The tripwas canceled on November 22, 2014, due to Ms. [redacted]' medical condition.The policy provides benefits for a trip cancellation due to illness when certain requirements aremet. The Sickness "must first commence while your coverage is in effect under the Policy".There are also specific exclusions that apply to coverage. Under the heading GENERALEXCLUSIONS, "We will not pay for loss or expense caused by or incurred resulting from aPre-Existing Condition, as defined in the Definitions section, including death that results therefrom."
As defined by the policy, "PRE-EXISTING CONDITION means a Sickness or Injury during the180-day period immediately prior to your effective date for which you or your TravelingCompanion: (1) received, or received a recommendation for, a diagnostic test, examination, ormedical treatment; or (2) took or received a prescription for drugs or medicine."
The Pre-Existing Condition Exclusion does not apply provided the following requirements aremet: "a. coverage is purchased prior to or within 24 hours of your final Trip Payment; and b. youare medically able to travel at the time the coverage is purchased." Ms. [redacted] did notpurchase her policy within 24 hours of making her final Trip Payment. Therefore, thePre-Existing Condition exclusion does apply to her claim.
According to the documentation provided to us Ms. [redacted] underwent a routine mammogramin October 2014, which showed an area of suspicion. She met with the surgeon on November05, 2014, and underwent a biopsy on November 11, 2014. The ultimate diagnosis of cancerresulted in surgery and follow up treatment.
Ms. [redacted] received a recommendation for, and underwent a diagnostic test for her illnessduring the 180-day period prior to the policy effective date. This is a Pre-Existing Condition asdefined by the policy, and specifically excluded from coverage. We must reaffirm our originaldecision that no benefits are payable for this claim. We regret we could not be of service in thismatter.
If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
[redacted] #[redacted]Claim Number: [redacted]Policy Number: [redacted]
Dear Ms. [redacted]:
CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel protection plan that was purchased. We are in receipt of your...
emaildated March 25, 2015, notifying us of the complaint filed by Ms. [redacted].In December 2014, Ms. [redacted] booked a C[redacted] with scheduled travel dates of April09, 2015 to April 13, 2015. The travel insurance Policy was purchased on December 11 , 2014.At that time a Policy Confirmation Letter and Policy, outlining the plan's coverage and coveragerestrictions, were emailed to her.
At some point Ms. [redacted] realized that the cruise dates would conflict with the children'sschool schedule. The trip was canceled and a claim made for the $300.00 penalty charged bythe cruise line.
The travel insurance Policy purchased only provides benefits for a trip cancellation that iscaused by one of the plan's listed Covered Events. The reason that Ms. [redacted] had to cancelher trip is not one of the Covered Events that would allow payment of benefits. Therefore, wemust reaffirm our original decision that this claim is not payable.
If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted].
Sincerely, [redacted]Sr. Technical Claims Specialist
Generali U.S. Branch
[redacted] Director of Claims
These plans are administered by GSA Travel Protection and Insurance Services. Services areprovided through GSA's designated providers. Travel Insurance is Underwritten by: Generali U.S.Branch, New York, New York; NAIC # [redacted] (all states except as otherwise noted) underPolicy/Certificate Form series T001. California is Underwritten by Generali Assicurazioni GeneraliS.P.A. (U.S. Branch), Colorado is Underwritten by Assicurazioni Generali- U.S. Branch, Oregon isUnderwritten by Generali U.S. Branch DBA The General Insurance Company of Trieste & Venice,and Virginia is Underwritten by The Generali Insurance Company of Trieste and Venice- U.S.Branch.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I am currently involved in a dispute with CSA Travel Protection and I recently learned that the property protection plan they offer is only good if the renter, or Traveling Party, agrees to the claim. In other words, a property can be damaged during a renters stay but the renter must agree that they did they damage to the property BEFORE CSA will pay out a claim. We have sent pictures and detail descriptions of the damages to CSA, as well as, invoices for the repairs. CSA has informed us that the renter said they did not do the damage and therefore the claim would only be partially paid. My general concerns to other unsuspecting property owners is ...What property owner would ever recommend a travelers insurance program that required the party that did the damage AGREE that they did the damage? There is no chance a renter will ever agree to damage allegations out of fear that they may be charged for the damage. An insurance product should not work like this. The property is either covered or its not. The renter should never be the final word on a claim.
CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated January 29, 2015, with additional information provided by Ms. [redacted].
Ms. [redacted] has notified you that she contacted a Phoenix area television station in regard toher complaint. We were contacted and did respond directly to the station. Our coveragedetermination did not change, and no benefits are payable for this claim.
If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
CSA Travel Protection and Insurance Services is the administrator of the travel protection planthat was purchased. We received your emails dated January 31, 2015, notifying us of thecomplaints filed by [redacted] and Yana [redacted]. Both parties are on the same policy andhave filed...
the same complaint. This letter is in response to both of their complaints.When Mr. [redacted] and Ms. [redacted] arrived at their return destination in Denver on October 18,2014, their bags were missing. The bags were delivered to them on October 23, 2014. BetweenOctober 21, 2014 and October 23, 2014, Mr. [redacted] and Ms. [redacted] purchased clothing,toiletries, medication, and other items, and filed a Baggage Delay claim for $1 ,851.00.
Baggage Delay Benefits are provided as follows: "We will reimburse you, up to the amountshown in the Schedule for the cost of reasonable additional clothing and personal articlespurchased by you, if your Baggage is delayed for 24 hours or more during your Covered Trip.We will also reimburse you up to $25 for expenses incurred during your Covered Trip toexpedite the return of your delayed baggage. This coverage terminates upon your arrival at thereturn destination of your Covered Trip." Coverage for Baggage Delay is to assist the travelerwith the purchase of emergency items while they are on the Covered Trip.
When the policy is bought, there is a Ten Day Free Look to determine if the plan will meet theneeds of the purchaser. The policy states: "If you are not satisfied for any reason, you maycancel your coverage within 10 days of your application date or receipt of this document,whichever is later. A letter indicating your desire to cancel should be sent to us or ourauthorized agent. lfthere has been no incurred covered expense and you haven't already lefton your Trip, you will receive a full refund of your plan cost. After this 1 0-day free look period,the payment for this plan is non-refundable."
The underwriter has reviewed this matter and we can afford coverage for the Baggage Delayclaim. The claim will be reopened for processing. The insurance plan cost is non-refundable.If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Revdex.com of San Diego Attn: [redacted] Date: 8/28/15 Once again we are in absolute disbelief to the manner with CSA Claims Department is handling our travel insurance claim. CSA continues to miss state and allude to minimize the seriousness of the situation we were in while in France. Their attempt to mislead actual events and the denial of major portions of our claim is deplorable. They continue to evade and erroneously classify events (why travel delay?), for the sole purpose of denying our claim. The advice and direction we received from [redacted] was evasive. [redacted] has a responsibility to provide support when policyholders are in crisis, and they need comprehensive assistance. [redacted], as CSA’s Parent Company, should have a legal obligation to inform their policyholders of the potential consequences to their actions. · Attached are written notes of one of the many telephone conversations we had with [redacted] regarding the status of our situation. It is clear that [redacted] w/[redacted] informed us that [redacted]’s portion of the trip would be classified as Trip Interruption and Lawrence would be classified under full medical. · We suspect we received this confirmation as a direct result of an email (also attached) from EA, whereas EA alluded that we ‘elected to continue our cruise’. We responded via return email that we were not on a cruise, Lawrence was attempting to recover – we were not touring or cruising – meals taken in the room. Copy Attached. To recap: We are not contesting [redacted] and [redacted] statements that we ‘remained on board the cruise ship.” We did remain on board as Mr. [redacted] had a serious illness. We are contesting CSA’s and [redacted]’s statement of “Mr. and Mrs. [redacted] chose to stay on the ship, and they accepted the cruise line’s alternate itinerary” i.e. a bus tour. Once again, CSA alludes to, or implies, that the [redacted]’ partook in a ‘river or bus cruise’ and toured southern France. This is not true. One of the definitions of the word ‘USE’ is PARTAKE, which means PARTICIPATE. It was medically and physically impossible for Mr. [redacted] to participate in events or touring. Three days were lost to necessary doctor appointments and the days preceding and post Dr. visits, Mr. [redacted], while on heavy medication, was attempting to recover from this serious illness. Attached are statements from 6 other passengers who were aboard this ship and had knowledge of the [redacted]’ situation. · 5/7/15: Doctor appt with Dr. [redacted], arranged by [redacted], [redacted], conducted in the [redacted] stateroom #329: Mr. [redacted] had a continuous low grade fever and not feeling well. A full exam was conducted; urine, blood work, temperature, blood pressure, lung exami was performed. Diagnosis: Bacterial Pneumonia and consult additional treatment if the fever is not subsided within 48 hours. · 5/9/15: Doctor appt with Dr. Pauline Bertois, arranged by [redacted], [redacted], conducted in the [redacted] stateroom #329: Mr. [redacted]’ fever had increased to a steady 103 degree and we knew his condition was worst. A full exam was conducted: urine, blood work, temperature, blood pressure, lung exam was performed. Diagnosis: Bacterial Pneumonia with serious complications of increased fever, blood pressure, lung capacity – see Dr’s Report. Dr.’s instructions were: You Cannot Not Fly. Mr. [redacted]’ condition was dangerous and if his condition did not improve within 48 hours he must be admitted into the hospital. And, Mr. [redacted] should be evaluated in 48 hours to confirm his condition has improved. Note: these report were scanned to [redacted] who then advised that their medical team reviewed these doctor reports and concurred with their diagnosis. [redacted] also confirmed that Mr. [redacted] could not travel back to the States until he received a ‘clearance’ to travel from a medical doctor. · 5/11/15: Doctor appt with Dr. [redacted], Radiologist was arranged by [redacted], [redacted] Concierge, conducted at Dr. [redacted]’s office in A[redacted]. A chest x-ray was obtained to confirm Mr. [redacted]’ Bacterial Pneumonia was responding to the heavy-duty antibiotics. CSA states that [redacted] was willing to arrange for our transfer from A[redacted] to [redacted]: Mrs. [redacted] spoke with Israel at [redacted] on 5/11/15 to discuss in part, transfer arrangements to [redacted]. We were told we could use our prepaid [redacted] transfer or Euro Assistance would arrange for a transfer. Which ever we prefer. At no time were we informed that if we utilized the [redacted] transfer that this action would void a claim. This is a common theme with [redacted] and should be examined. Copy of note attached. CSA states that Mr. [redacted]’ airfare was prepaid by Euro Assistance under his Emergency Assistance / Transportation coverage. We have obtained the actual airline ticket receipt for Mr. and Mrs. [redacted]’ adjusted air travel from [redacted] to San Francisco at $968.00 per ticket. Copy attached. · The receipt shows Mr. [redacted]’ new flight, under ticket number [redacted], was issued in exchange for his original round trip ticket of [redacted]. · The receipt for Mrs. [redacted]’ new flight, under ticket number [redacted], was issued in exchange for her original round trip ticket of [redacted]. [redacted] used our credit balance of $700.57 per ticket, from our original scheduled round-trip return airline tickets, denying us the opportunity to obtain a refund direct from Air France. And, then we were charged $2,541.65 to our credit card for Mrs. [redacted]’ return ticket? This seems to be an inappropriate manipulation of our funds. CSA’s explanation regarding [redacted]’s insistence that we pay upfront a $2,541.65 charge for air and seat upgrade is lacking. Ms. Jeanie Law, with Air France, Tampa, FL, advised on 8/7/15, that Air France upgraded Mr. and Mrs. [redacted]’ seats as a courtesy, at No Charge. The actual ticket receipts are documented proof of this. Once again, [redacted]/CSA is skirting the truth. We now have to wonder if the inflated charge of $2,541.65 was put in place so CSA could reimburse us, with our own monies, and assign the $2,541.65 under trip interruption as to deduct this amount from the maximum benefit listed in the policy? CSA continues to state that they listened to every conversation between [redacted] and us. This is not true. Attached is the phone record of calls made to and from [redacted]. Once again, CSA’s creditability seems to be in question. There are several calls whereas the ‘phone number’ is blocked. The calls on 5/14, late night, were from [redacted], Ms. [redacted], Team Lead, regarding our return to the U.S. This is supported by the emails were received with flight details, and [redacted] receipt of the $2,541.54 charged to our account. Copies attached. We do not accept CSA’s current resolution of this claim. Again, one of the definitions of the word ‘USE’ is PARTAKE, which means PARTICIPATE. It was medically and physically impossible for Mr. [redacted] to participate in in events or touring. We do expect that CSA settle this claim in full and honor our policy. [redacted] Cruise: $7,738.12 Airfare: $1,401.02 (return only, 2 passengers) Telephone: $ 75.00 (balance due) SFO Airport: $ 255.14 Monies declined under Travel delay $ 238.28
Regards,
[redacted] And [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They are still basing decisions based on speculation and what they "think" occurred. The company still doesn't explain why they allowed purchase of a policy they would never stand by in the first place since they are basing decisions based on when the policy was purchased. For example, if I had to cancel my trip based on bad weather, would they tell me no because I could predict or see the weather forecast prior? How can someone predict or foresee a death, and if I'm capable to do so, why would have I even needed their services if that was the case? They didn't bother to look and see what the hotel policy was, if I could foresee death I could have foreseen myself into calling the hotel and canceling while I still could have gotten my money back. I'm being treated as someone who is trying to get something for nothing, as if I'm trying to swindle them out of something that doesn't belong to me. Like I deserved to lose my Grandfather and that I deserved to lose all the money that I invested in my trip to the Dominican (my very first opportunity to venture beyond the united states, oh and I have a passport to prove that as well). This company is treating me as if I'm some kind of insurance criminal, when all I want is the money back that belonged to me in the first place. So if I am unable to retrieve that from them, that is why I definitely deserved to grant them a poor rating from my consumer experience. Especially when I called the company first prior to filing my claim to explain what had happened, and not once was I advised that my situation wouldn't be covered. I dealt with 3 months of back and forth with this company retrieving all kinds of medical release information from my grieving mother, so they could get whatever information they needed to send me an official denial of there claim. Someone who cooperates in that type of manner must be fraudulent right? This company has never taken any responsibility for the shenanigans that took place during those 3 months, it was bad business period.
Regards,
[redacted]
This insurance protection company does not focus on customer experience or customer satisfaction. The local manager, Michael, allowed me the use of his quote:
"The level of customer service you are expecting is not cost effective for our company."
When I asked for an update of my claim this was his response. He went on further to say that they don't have time to respond to every client, they have way too big of a case load. My goal is to decrease their case load so they might be able to find a way to keep a smaller client base and learn how to maintain customers. This company is focused on keeping their premiums and not offering payout to worthy customers. Stay away.
CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the...
administrator of the travel protection plan that was purchased. We are in receipt of your email dated 9/2016, notifying us of the complaint filed by Ms[redacted].
Ms[redacted] booked a rental property through [redacted] Properties with scheduled travel dates of 6/09/16 to 6/25/16. This booking was canceled on 2/18/16, 112 days prior to arrival, due to the illness of Ms[redacted].
The policy provides Trip Cancellation Benefits for a Covered Event as follows: "Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded and unused published Payments that you paid for your Trip if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy."
The published Reservation Rental Agreement of [redacted] Properties states under Cancellation Policy: "61+ Days is a $150 Administration Fee". As such, the non-refundable Payment made by Ms[redacted] to [redacted] Properties is the $150.00 Administration Fee. Per their terms and conditions, [redacted] Properties should be issuing a refund to Ms[redacted] as follows: $9,461.28 - $592.66 non-refundable insurance cost - $150.00 payment by CSA for the Administration Fee = $8,718.62.
If you have any questions, please feel free to contact us at (800) 541-3522, by email at [email protected] or by FAX at (877) 300-8670. Please ensure the claim number is included with your response.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
cc: Generali U.S. Branch
[redacted] / Director of Claims
February 05, 2015[redacted] / Revdex.com OF SAN DIEGO4747 VIEWRIDGE AVE #200SAN DIEGO, CA 92123[redacted] #[redacted] #[redacted]Claim Number: [redacted]Policy Number: [redacted]Travel...
Dates: September 23, 2014 - October 18, 2014Dear Ms. [redacted]:CSA Travel Protection and Insurance Services is the administrator of the travel protection planthat was purchased. We received your emails dated January 31, 2015, notifying us of thecomplaints filed by [redacted] and [redacted]. Both parties are on the same policy andhave filed the same complaint. This letter is in response to both of their complaints.When Mr. [redacted] and Ms. [redacted] arrived at their return destination in Denver on October 18,2014, their bags were missing. The bags were delivered to them on October 23, 2014. BetweenOctober 21, 2014 and October 23, 2014, Mr. Wolfe and Ms. [redacted] purchased clothing,toiletries, medication, and other items, and filed a Baggage Delay claim for $1 ,851.00.Baggage Delay Benefits are provided as follows: "We will reimburse you, up to the amountshown in the Schedule for the cost of reasonable additional clothing and personal articlespurchased by you, if your Baggage is delayed for 24 hours or more during your Covered Trip.We will also reimburse you up to $25 for expenses incurred during your Covered Trip toexpedite the return of your delayed baggage. This coverage terminates upon your arrival at thereturn destination of your Covered Trip." Coverage for Baggage Delay is to assist the travelerwith the purchase of emergency items while they are on the Covered Trip.When the policy is bought, there is a Ten Day Free Look to determine if the plan will meet theneeds of the purchaser. The policy states: "If you are not satisfied for any reason, you maycancel your coverage within 10 days of your application date or receipt of this document,whichever is later. A letter indicating your desire to cancel should be sent to us or ourauthorized agent. lf there has been no incurred covered expense and you haven't already lefton your Trip, you will receive a full refund of your plan cost. After this 10-day free look period,the payment for this plan is non-refundable."The underwriter has reviewed this matter and we can afford coverage for the Baggage Delayclaim. The claim will be reopened for processing. The insurance plan cost is non-refundable.If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.Sincerely,[redacted]Sr. Technical Claims Specialistcc: [redacted] / Director of Claims
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I could not be more dismayed, frustrated and dissatisfied at this time.
This disgusting tenant left MY home in absolute filth. I provided pictures to CSA showing the trash, the food, the dishes and the disgust that these people left my house in.
I provided pictures showing they left the windows open. I provided a statement which said the windows being left open caused ALL of the pipes in the house to freeze.
It took over 6 hours to thaw out. These people showed complete disrespect to the way they used and treated my home.
I was made to believe that by the tenant purchasing the CSA insurance that I as the landlord was covered in case of damage. Nowhere in the email the insurance company provides does it even show you where to go to obtain a copy of the policy, it states in the email YOUR PROPERTY IS NOW PROTECTED, when in fact it really is not. This company makes it very difficult to even find a copy of the insurance policy.
This insurance company apparently has no problem allowing tenants to completely destroy a home and have no repercussions as long as the tenant states "they didn't do it". This insurance company is telling me by their action of denying this claim, that I am making all of this up, even though I have clear as day pictures showing what these people did to my home. This insurance company is extremely misleading to landlords. To absolve the tenant of liability when there is evidence to the contrary is poor business practice. I would guess this tenant has a history of damaging vacation homes which is why he willingly purchased the insurance knowing that no claim would be paid as long as he denied culpability.
I have attached a copy of the email that I received when the policy is purchased, I have also attached pictures to show the disgust and filth my house was left in along with proof that the windows were open.
I truly hope that the Revdex.com can help this insurance company see the error in their ways and do the right thing and payout this claim from damages done by THEIR client which have been documented fully.
With Absolute Disgust,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
?V?RV??W
Last summer we had a guests who stayed in one of our vacation rental properties in [redacted] in July. When they booked the property with us they purchased a CSA damage protection policy which GUARANTEED protection up to $5000.
Immediately after they left the property - within 16 hours - the then current guests called at 4am to say that there was a leak in the laundry. A plumber was sent immediately only to find out that the leak was coming from the ceiling. The ceiling collapsed and upon further investigation it was discovered that the air conditioning coils were frozen. We were told by the 3 different technicians who were subsequently involved, that the only way that could happen was if someone turned the thermostat very low causing the airconditioning unit to not be able to keep up (it was 107 and above every day they were there.) This would cause the unit to be running continually and finally freeze. We have a Nest Thermostat and upon checking the history we did indeed find that during his stay that the thermostat was set for 50 degrees and was running almost continuously.
We filed a claim with CSA and I emailed the guest - [redacted] to tell him he would be getting a call from them but not to worry as he had purchased insurance that completely protected him. I never heard back from him. I wrote to him a second time and, again, never heard back from him. This time I told him that if the CSA claim was denied that we would have to personally sue him for the damages.
I was told by CSA that when they contacted him he denied turning the temperature down. That was enough for CSA. He denied culpability and that was that.
Because we had such an overwhelming amount of evidence in our favor, we contested CSA's refusal to pay our claims and continued to supply them with all the information that they requested. They had an answer for every single piece of information we gave them claiming that it proved nothing and simply kept asking for yet one more pice of information until they finally said they only needed one thing more - to talk to the man who installed the new handler. They handled this by simply never being available to talk to him and never returning his calls.
?UR ISSU?S: L?C? ?F ?????R??? ??D ????CS ?UR? US ?LL
We use the company [redacted] and specifically VRBO to market our homes. They strongly advise that we offer damage protection saying that it will protect US the owners. Therefore we mandated all our guests to purchase it. After this happened we were told that the pollcy Is OWNED BY AND PROTECTS THE RENTER NOT THE OWNER and if the owner says they did not do something then that is that.
F?C?S ???? ????G??? ?G???S? ????GR??? ??D ????CS.
Our company traveled to the VRMA (Vacation Rental Managers Conference) conference last week. This is what I discovered:
• In my effort to find a person of authority with whom I could discuss this issue, I found several individuals who immediately guessed that CSA was the company I was having a problem with because they had had issues with them as well denying claims. One of them significant. I was advised to talk to the Insurance Board of AZ. Finally I was encouraged to talk to the head of the ethics committee. He will be communicating with them. He personally had the denial of 1000 cases of customers who bought trip interruption insurance from them. They denied all the claims of all 1000 individuals who could not get to their rentals because a hurricane completely cut off all access to the island where there homes were. His battle with them was finally resolved in his favor. But it illustrates that this has been going on seriously for years.
• [redacted] only offers products from ONE insurance company - CSA.
• [redacted] gets a commission from every CSA policy that is sold and a generous one.
• They have a longstanding relationship with CSA and I was told by their employees this was not going to change. They would not be switching to another company.
• CSA and [redacted] were GOLD sponsors of the VRMA convention showing that they all have deep alliances and spent a huge amount of money for this convention of 1300.
• CSA made a presentation that said their product PROTECTED OWNERS AND RENTERS.
• CSA in their presentation boasted of the large amount of money they made last year and the significant rise in customers and growth they had made last year.
• Last but not least - we lost $4,500. [redacted] is the largest and most successful vacation rental organization. That means that thousands upon thousands of individuals have been, are or will be affected by this company's unethical business practices when thy go to make their claims. The little guy is going to get hurt the most.
Yes - this type of thing happens every single day at every level of life. But someone has to take a stand even in one small way. Every single time that we say - Ok-forget it, we lose. We lose our integrity, our ethics our moral compass. We have lost all trust in this country, in every one in it, our doctors, our politicians, out businessmen, our neighbors. No one feels safe. No one can trust that when someone says they will do something they will. This is just one more business that puts the bottom line above everything. Letting these things go simply helps everything our country stands for to disintegrate just a little more.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Stonebridge/CSA travel insurance company was correct that Airtran/Southwest refunded my ticket. This was not because the insurance served as a customer advocate; I contacted the airline directly. From the response they posted it could be inferred that Stonebridge/CSA were somehow indirectly responsible for securing a refund for the ticket. This is not the case.
Airtran/Southwest representatives were extremely helpful when I contacted them and are blameless. Airtran/Southwest resolved my issue, but I am not filing this because of the airline.
What I would like to see is that stonebridge clearly proclaim on the statement of allowed coverage that they will not reimburse insured servicemembers for any official travel if they must cancel/change their flight plans because their orders were cancelled by the government.
Because they claim to insure servicemembers under another scenario (natural disaster clause) I was under the impression that they would be more helpful in this situation. Because they requested additional information from me and Airtran I was also under the impression that they would help. I seek to ensure that military personnel are made aware of this particular circumstance because thousands of servicemembers routinely fly to fulfill their duty and many likely take travel insurance for such a contingency. These servicemembers must fly every month and need to be aware that this service will not protect them in this situation. Often, the plane ticket eclipses the total pay allowance the servicemember will receive for their work weekend so it is a sizeable amount of money to personnel.
Stonebridge made no effort to contact the airlines about the situation at the time to either 1. request a refund for my ticket under the circumstances or 2. ask Airtran/Southwest to offer me a credit towards a future flight. Stonebridge may assume that this is not within their scope of responsibility; however, because Airtran and Southwest provide excellent customer service and CSA is affiliated with them (the option to elect to take insurance through Stonebridge/CSA is offered on Airtran's booking page/website) I assessed that Stonebridge/CSA would be more helpful, perhaps presenting options rather than stonewalling me when I asked for assistance. I would like military personnel in this situation in the future to know that this travel insurance will not protect servicemembers who must cancel or change their flight plans at no fault of their own.
This represents a sizeable customer segment. Each state maintains its own authorized number of personnel and each state can easily employ tens of thousands of soldiers, sailors, airmen, and marines. Many of these servicemembers must fly often and need to have visibility on this scenario.
Respectfully,
[redacted]
Dear Ms. [redacted]:
CSA Travel Protection and Insurance Services represents Generai U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated November 19, 2015, notifying us of the complaint filed by Ms. [redacted].
Unfortunately, our initial position has not changed and we need additional medical documentation to verify that no policy exclusions apply to Ms. [redacted]'s loss.
Please note Ms. [redacted] indicated she purchased her travel insurance policy the same day as she made final payment for her tour package. However, according to the email receipt provided by Ms. [redacted], the final payment for her tour package was made on October 10, 2015. The travel insurance policy was purchased on October 13, 2015, the same date the October 10" payment for her tour package cleared her bank account. Regardless of when the final payment for the tour package was made, as the trip was cancelled the day after the policy became effective; therefore, we need to verify no exclusions apply,
Finally, the plan purchased states: "You must provide us with receipts, proof of payment, medical authorizations, or other records and documents we may reasonably require concerning your claim. Failure or refusal to Cooperate may delay or impede the resolution of your claim." As previously stated, we are unable to continue processing Ms. [redacted]'s claim without a signed and completed Patient Authorization Form.
If you have any questions, please feel free to contact us at [redacted], by email at [redacted] or by FAX at [redacted].
Sincerely,
[redacted]
cc: [redacted] / [redacted]
CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated 11/01/16, notifying us of the complaint filed by Mr. [redacted].
Mr. [redacted] submitted a claim to us...
for Trip Interruption, Travel Delay, Baggage Delay, andDental expenses. However, his claim forms did not indicate the amounts claimed. We haveasked Mr. [redacted] to provide us with an itemized list of all amounts claimed, the dates ofpurchase, and the reason that the costs were incurred. This is necessary to determine whatamounts may be payable under the policy.We have already notified Mr. [redacted] that the dental expenses that he incurred after returninghome from this Trip are not covered by this policy. Coverage is only available for emergencydental treatment that is incurred during the Trip.
We need for Mr. [redacted] to provide us with an itemized list of all amounts claimed, the dates ofpurchase, and the reason that each cost was incurred. Once received, we may need Mr. [redacted]to provide supporting documentation for each of these claimed expenses if we do not alreadyhave it
If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted]. Please ensure the claim numberis included with your response.
[redacted]
Sr. Technical Claims Specialist
[redacted],
This policy was purchased over the website, so there is no signed contract. When the policy was purchased, the Policy Confirmation Letter was emailed to Ms. [redacted] with an attachment of the policy information. A copy of the Description of Coverage is attached. Let me know if you need anything else.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from CSA is completely false. I sent several emails to the same email address as indicated and they claim that they never received it. As everyone knows, if the email address is wrong it would bounce back. I verified the same exact email address several times and it is exactly it. Sure enough it is their problem if they could not locate my response.
For your reference, I attach all of the emails and respective files that I've sent them.
Please advise. This matter is not resolved until they reimburse me fully for everything. I ended up insuring myself with a different insurer.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10258004, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
CSA Claims Specialist,
I appreciate your time in responding to this. Yet you failed to answer the one big question. Tell us about your investigation of her claim. Your client verbally denies this occurring. That is the extent of her proof? Yet we are required to submit proof of the damage. You believe her word against our physical evidence of the damages and the testimony of an independent witness who is very familiar with the condition of the house. If the house smelled of urine, then why didn't the tenant call and complain. PLEASE EXPLAIN.
She claims responsibility for the damages done by the dogs to the backs of the doors yet denies that her dogs did damage to the carpet and dining table. There were no dogs in the house prior to her stay and the house had just been cleaned. Our housekeeper called us immediately after she had checked out of the house to let us know about the damages to the bedroom doors, dog urine stains in all three bedrooms and the dining room table leg chewed. He took photos of all of the damages upon his arrival that day and sent them to us. Those are the photos we sent to you as proof of the damages. We will not be recommending our renters purchase damage protection insurance with CSA Travel through VRBO in the future as you do not bother to investigate the truth and pay our claim for additional damages. You would rather deny our claim based on their word even though all of the proof is on our side. Please forward your explanation of your investigation other than the renters denial.
Regards,
[redacted]
CSA Travel Protection and Insurance Services represents [redacted] as the...
administrator of the travel protection plan that was purchased. We are in receipt of your email dated May 31, 2016, notifying us of the complaint filed by Mr. [redacted].
Mr. [redacted] canceled his trip due to his back injury. He sought treatment with his chiropractor, Dr. [redacted]. This claim has been reevaluated and coverage will be afforded. The file will be reopened and the claims representative will ensure that We have all documentation needed to finalize the claim.
If you have any questions, please feel free to contact us at [redacted], by email at [redacted] or by FAX at [redacted]. Please ensure the claim number is included with your response.
Sincerely,
[redacted]
Sr. Technical Claims Sbecialist
cc: [redacted]
CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated January 15, 2015, notifying us of the complaint filed by Ms. [redacted].
Ms. [redacted] booked a cruise...
through Vacations to Go with scheduled travel dates ofNovember 29, 2014 to December 07, 2014. She made full payment for the cruise on September30, 2014. The travel insurance plan was purchased on November 14, 2014, with a TripCancellation coverage effective date of November 15, 2014. At that time a Description ofCoverage, outlining the plan's coverage and coverage restrictions was emailed to her. The tripwas canceled on November 22, 2014, due to Ms. [redacted]' medical condition.The policy provides benefits for a trip cancellation due to illness when certain requirements aremet. The Sickness "must first commence while your coverage is in effect under the Policy".There are also specific exclusions that apply to coverage. Under the heading GENERALEXCLUSIONS, "We will not pay for loss or expense caused by or incurred resulting from aPre-Existing Condition, as defined in the Definitions section, including death that results therefrom."
As defined by the policy, "PRE-EXISTING CONDITION means a Sickness or Injury during the180-day period immediately prior to your effective date for which you or your TravelingCompanion: (1) received, or received a recommendation for, a diagnostic test, examination, ormedical treatment; or (2) took or received a prescription for drugs or medicine."
The Pre-Existing Condition Exclusion does not apply provided the following requirements aremet: "a. coverage is purchased prior to or within 24 hours of your final Trip Payment; and b. youare medically able to travel at the time the coverage is purchased." Ms. [redacted] did notpurchase her policy within 24 hours of making her final Trip Payment. Therefore, thePre-Existing Condition exclusion does apply to her claim.
According to the documentation provided to us Ms. [redacted] underwent a routine mammogramin October 2014, which showed an area of suspicion. She met with the surgeon on November05, 2014, and underwent a biopsy on November 11, 2014. The ultimate diagnosis of cancerresulted in surgery and follow up treatment.
Ms. [redacted] received a recommendation for, and underwent a diagnostic test for her illnessduring the 180-day period prior to the policy effective date. This is a Pre-Existing Condition asdefined by the policy, and specifically excluded from coverage. We must reaffirm our originaldecision that no benefits are payable for this claim. We regret we could not be of service in thismatter.
If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
[redacted] #[redacted]Claim Number: [redacted]Policy Number: [redacted]
Dear Ms. [redacted]:
CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel protection plan that was purchased. We are in receipt of your...
emaildated March 25, 2015, notifying us of the complaint filed by Ms. [redacted].In December 2014, Ms. [redacted] booked a C[redacted] with scheduled travel dates of April09, 2015 to April 13, 2015. The travel insurance Policy was purchased on December 11 , 2014.At that time a Policy Confirmation Letter and Policy, outlining the plan's coverage and coveragerestrictions, were emailed to her.
At some point Ms. [redacted] realized that the cruise dates would conflict with the children'sschool schedule. The trip was canceled and a claim made for the $300.00 penalty charged bythe cruise line.
The travel insurance Policy purchased only provides benefits for a trip cancellation that iscaused by one of the plan's listed Covered Events. The reason that Ms. [redacted] had to cancelher trip is not one of the Covered Events that would allow payment of benefits. Therefore, wemust reaffirm our original decision that this claim is not payable.
If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted].
Sincerely, [redacted]Sr. Technical Claims Specialist
Generali U.S. Branch
[redacted] Director of Claims
These plans are administered by GSA Travel Protection and Insurance Services. Services areprovided through GSA's designated providers. Travel Insurance is Underwritten by: Generali U.S.Branch, New York, New York; NAIC # [redacted] (all states except as otherwise noted) underPolicy/Certificate Form series T001. California is Underwritten by Generali Assicurazioni GeneraliS.P.A. (U.S. Branch), Colorado is Underwritten by Assicurazioni Generali- U.S. Branch, Oregon isUnderwritten by Generali U.S. Branch DBA The General Insurance Company of Trieste & Venice,and Virginia is Underwritten by The Generali Insurance Company of Trieste and Venice- U.S.Branch.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I am currently involved in a dispute with CSA Travel Protection and I recently learned that the property protection plan they offer is only good if the renter, or Traveling Party, agrees to the claim. In other words, a property can be damaged during a renters stay but the renter must agree that they did they damage to the property BEFORE CSA will pay out a claim. We have sent pictures and detail descriptions of the damages to CSA, as well as, invoices for the repairs. CSA has informed us that the renter said they did not do the damage and therefore the claim would only be partially paid. My general concerns to other unsuspecting property owners is ...What property owner would ever recommend a travelers insurance program that required the party that did the damage AGREE that they did the damage? There is no chance a renter will ever agree to damage allegations out of fear that they may be charged for the damage. An insurance product should not work like this. The property is either covered or its not. The renter should never be the final word on a claim.
CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated January 29, 2015, with additional information provided by Ms. [redacted].
Ms. [redacted] has notified you that she contacted a Phoenix area television station in regard toher complaint. We were contacted and did respond directly to the station. Our coveragedetermination did not change, and no benefits are payable for this claim.
If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
CSA Travel Protection and Insurance Services is the administrator of the travel protection planthat was purchased. We received your emails dated January 31, 2015, notifying us of thecomplaints filed by [redacted] and Yana [redacted]. Both parties are on the same policy andhave filed...
the same complaint. This letter is in response to both of their complaints.When Mr. [redacted] and Ms. [redacted] arrived at their return destination in Denver on October 18,2014, their bags were missing. The bags were delivered to them on October 23, 2014. BetweenOctober 21, 2014 and October 23, 2014, Mr. [redacted] and Ms. [redacted] purchased clothing,toiletries, medication, and other items, and filed a Baggage Delay claim for $1 ,851.00.
Baggage Delay Benefits are provided as follows: "We will reimburse you, up to the amountshown in the Schedule for the cost of reasonable additional clothing and personal articlespurchased by you, if your Baggage is delayed for 24 hours or more during your Covered Trip.We will also reimburse you up to $25 for expenses incurred during your Covered Trip toexpedite the return of your delayed baggage. This coverage terminates upon your arrival at thereturn destination of your Covered Trip." Coverage for Baggage Delay is to assist the travelerwith the purchase of emergency items while they are on the Covered Trip.
When the policy is bought, there is a Ten Day Free Look to determine if the plan will meet theneeds of the purchaser. The policy states: "If you are not satisfied for any reason, you maycancel your coverage within 10 days of your application date or receipt of this document,whichever is later. A letter indicating your desire to cancel should be sent to us or ourauthorized agent. lfthere has been no incurred covered expense and you haven't already lefton your Trip, you will receive a full refund of your plan cost. After this 1 0-day free look period,the payment for this plan is non-refundable."
The underwriter has reviewed this matter and we can afford coverage for the Baggage Delayclaim. The claim will be reopened for processing. The insurance plan cost is non-refundable.If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Revdex.com of San Diego Attn: [redacted] Date: 8/28/15 Once again we are in absolute disbelief to the manner with CSA Claims Department is handling our travel insurance claim. CSA continues to miss state and allude to minimize the seriousness of the situation we were in while in France. Their attempt to mislead actual events and the denial of major portions of our claim is deplorable. They continue to evade and erroneously classify events (why travel delay?), for the sole purpose of denying our claim. The advice and direction we received from [redacted] was evasive. [redacted] has a responsibility to provide support when policyholders are in crisis, and they need comprehensive assistance. [redacted], as CSA’s Parent Company, should have a legal obligation to inform their policyholders of the potential consequences to their actions. · Attached are written notes of one of the many telephone conversations we had with [redacted] regarding the status of our situation. It is clear that [redacted] w/[redacted] informed us that [redacted]’s portion of the trip would be classified as Trip Interruption and Lawrence would be classified under full medical. · We suspect we received this confirmation as a direct result of an email (also attached) from EA, whereas EA alluded that we ‘elected to continue our cruise’. We responded via return email that we were not on a cruise, Lawrence was attempting to recover – we were not touring or cruising – meals taken in the room. Copy Attached. To recap: We are not contesting [redacted] and [redacted] statements that we ‘remained on board the cruise ship.” We did remain on board as Mr. [redacted] had a serious illness. We are contesting CSA’s and [redacted]’s statement of “Mr. and Mrs. [redacted] chose to stay on the ship, and they accepted the cruise line’s alternate itinerary” i.e. a bus tour. Once again, CSA alludes to, or implies, that the [redacted]’ partook in a ‘river or bus cruise’ and toured southern France. This is not true. One of the definitions of the word ‘USE’ is PARTAKE, which means PARTICIPATE. It was medically and physically impossible for Mr. [redacted] to participate in events or touring. Three days were lost to necessary doctor appointments and the days preceding and post Dr. visits, Mr. [redacted], while on heavy medication, was attempting to recover from this serious illness. Attached are statements from 6 other passengers who were aboard this ship and had knowledge of the [redacted]’ situation. · 5/7/15: Doctor appt with Dr. [redacted], arranged by [redacted], [redacted], conducted in the [redacted] stateroom #329: Mr. [redacted] had a continuous low grade fever and not feeling well. A full exam was conducted; urine, blood work, temperature, blood pressure, lung exami was performed. Diagnosis: Bacterial Pneumonia and consult additional treatment if the fever is not subsided within 48 hours. · 5/9/15: Doctor appt with Dr. Pauline Bertois, arranged by [redacted], [redacted], conducted in the [redacted] stateroom #329: Mr. [redacted]’ fever had increased to a steady 103 degree and we knew his condition was worst. A full exam was conducted: urine, blood work, temperature, blood pressure, lung exam was performed. Diagnosis: Bacterial Pneumonia with serious complications of increased fever, blood pressure, lung capacity – see Dr’s Report. Dr.’s instructions were: You Cannot Not Fly. Mr. [redacted]’ condition was dangerous and if his condition did not improve within 48 hours he must be admitted into the hospital. And, Mr. [redacted] should be evaluated in 48 hours to confirm his condition has improved. Note: these report were scanned to [redacted] who then advised that their medical team reviewed these doctor reports and concurred with their diagnosis. [redacted] also confirmed that Mr. [redacted] could not travel back to the States until he received a ‘clearance’ to travel from a medical doctor. · 5/11/15: Doctor appt with Dr. [redacted], Radiologist was arranged by [redacted], [redacted] Concierge, conducted at Dr. [redacted]’s office in A[redacted]. A chest x-ray was obtained to confirm Mr. [redacted]’ Bacterial Pneumonia was responding to the heavy-duty antibiotics. CSA states that [redacted] was willing to arrange for our transfer from A[redacted] to [redacted]: Mrs. [redacted] spoke with Israel at [redacted] on 5/11/15 to discuss in part, transfer arrangements to [redacted]. We were told we could use our prepaid [redacted] transfer or Euro Assistance would arrange for a transfer. Which ever we prefer. At no time were we informed that if we utilized the [redacted] transfer that this action would void a claim. This is a common theme with [redacted] and should be examined. Copy of note attached. CSA states that Mr. [redacted]’ airfare was prepaid by Euro Assistance under his Emergency Assistance / Transportation coverage. We have obtained the actual airline ticket receipt for Mr. and Mrs. [redacted]’ adjusted air travel from [redacted] to San Francisco at $968.00 per ticket. Copy attached. · The receipt shows Mr. [redacted]’ new flight, under ticket number [redacted], was issued in exchange for his original round trip ticket of [redacted]. · The receipt for Mrs. [redacted]’ new flight, under ticket number [redacted], was issued in exchange for her original round trip ticket of [redacted]. [redacted] used our credit balance of $700.57 per ticket, from our original scheduled round-trip return airline tickets, denying us the opportunity to obtain a refund direct from Air France. And, then we were charged $2,541.65 to our credit card for Mrs. [redacted]’ return ticket? This seems to be an inappropriate manipulation of our funds. CSA’s explanation regarding [redacted]’s insistence that we pay upfront a $2,541.65 charge for air and seat upgrade is lacking. Ms. Jeanie Law, with Air France, Tampa, FL, advised on 8/7/15, that Air France upgraded Mr. and Mrs. [redacted]’ seats as a courtesy, at No Charge. The actual ticket receipts are documented proof of this. Once again, [redacted]/CSA is skirting the truth. We now have to wonder if the inflated charge of $2,541.65 was put in place so CSA could reimburse us, with our own monies, and assign the $2,541.65 under trip interruption as to deduct this amount from the maximum benefit listed in the policy? CSA continues to state that they listened to every conversation between [redacted] and us. This is not true. Attached is the phone record of calls made to and from [redacted]. Once again, CSA’s creditability seems to be in question. There are several calls whereas the ‘phone number’ is blocked. The calls on 5/14, late night, were from [redacted], Ms. [redacted], Team Lead, regarding our return to the U.S. This is supported by the emails were received with flight details, and [redacted] receipt of the $2,541.54 charged to our account. Copies attached. We do not accept CSA’s current resolution of this claim. Again, one of the definitions of the word ‘USE’ is PARTAKE, which means PARTICIPATE. It was medically and physically impossible for Mr. [redacted] to participate in in events or touring. We do expect that CSA settle this claim in full and honor our policy. [redacted] Cruise: $7,738.12 Airfare: $1,401.02 (return only, 2 passengers) Telephone: $ 75.00 (balance due) SFO Airport: $ 255.14 Monies declined under Travel delay $ 238.28
Regards,
[redacted] And [redacted]