CSA Travel Protection and Insurance Services is an administrator of travel protection plans and vacation rental damage protection plans sold through HomeAway.com and their subsidiary site VRBO. We are in receipt of your complaint filed with the Revdex.com of San Diego.
As noted in your letter, you purchased Cancellation Protection for your VRBO accommodations March 17, 2015 through April 7, 2015. The Cancellation Protection product offers various non-insurance services that are available during your trip, as well as two insurance coverages: Trip Cancellation and Travel Delay. A copy of your Policy Confirmation Letter with the product’s Travel Insurance Policy is attached.
In your phone call with CSA on March 25, 2015, you advised that your stay at the VRBO accommodations were interrupted due to a family emergency and you inquired how to begin a claim for Trip Interruption benefits. The Customer Service Representative advised that the product purchased through VRBO does not contain Trip Interruption benefits for unused arrangements.
We regret that we must reaffirm the information provided in the phone call on March 25, 2015. We work closely with HomeAway.com and their subsidiary sites to ensure the advertising of this product is clear and appropriate, and will take this opportunity to further audit these sites to ensure we are providing optimal service to our customers.
If you have any questions, or require any further information, please do not hesitate to contact me directly at [redacted] or [redacted].
Sincerely,
[redacted]
Director of Compliance & Licensing
Enclosure/Attachment: Policy Confirmation Letter for #[redacted] including Travel Insurance Policy
Cc: Revdex.com of San Diego
[redacted]
Vice President of Operations
CSA Travel Protection
Revdex.com of San Diego
ATTN: [redacted]
5050 Murphy Canyon Rd #110
San Diego, CA 92123
[redacted] and [redacted]
Claim Number: [redacted]
Policy Number: [redacted]
Travel Dates: June 03, 2014- June 06, 2014
Dear...
Ms. [redacted]:
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 August 26, 2014, notifying us of the complaint filed by [redacted].
It appears Ms. [redacted] may have received incorrect information from the rental company, and we have reevaluated the medical documentation obtained to process the claim. The underwriter has reviewed this matter and we will afford coverage for this claim. The file will be reopened and the claims representative will ensure that we have all the necessary documentation to issue payment.
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
Sincerely,
[redacted]
Sr. Technical Claims Specialist
cc: Genera; US Branch
[redacted]/ Director of Claims
CSA Travel Protection and Insurance Services represents [redacted] as the...
administrator of the travel protection plan that was selected. We are in receipt of your email dated July 26, 2016, notifying us of the complaint filed by Ms. [redacted].
We were able to obtain the additional documentation needed for the claim, and payment for $392.55 should be mailed at the end of the week to Ms. [redacted].
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 Specialist
cc: [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.1. On August 19th I sent an email asking about refund for cancellations and was told that you could not decide until I filed a claim. At that point in wasn't aware of the travel advisory or the website to find it.
2. I was told by two of yours reps that my claim is not covered and would be denied so why would I waste time?
3. I was able to get a new flight but I had to pay $322 and shorten my trip four days. I still want my insurancevcoverage since I'm flying but I want the $322 refunded instead of $1000 I originally asked for, which I think is fair. I don't want to waste time filling out a claim unless I know it will be approved.
Regards,
[redacted]
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selected.
We received your email dated 9/15/16, with the additional information from Ms. [redacted]. It does not appear that Ms. [redacted] addressed any issues that require a response by CSA. As stated in our letter of 9/08/16, we have requested additional documentation from the patient's doctor to further investigate 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 Specialist
cc: [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 July 17, 2016, notifying us of the complaint filed by Mr. [redacted].
Mr. [redacted] booked airline tickets through [redacted] and purchased the travel insurance plan on Jun 07, 2016. At that time a Policy Confirmation Letter and Policy, outlining the plan's coverage and coverage restrictions, were emailed to him. [redacted] denied Mr. [redacted]'s attendance to a convention he was planning to attend, and the trip was canceled.
The policy purchased only provides Trip Cancellation benefits when the trip is canceled for one of the plan's listed Covered Events. The reason that Mr. [redacted] canceled his trip is not due to one of the policy's Covered Events. Therefore, we are unable to provide benefits for his 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 Specialist
cc: [redacted]
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selected. We are in receipt of your email dated 09/02/16, with additional information provided by Mr. [redacted].
According to the information we obtained on [redacted] offered flights from Shanghai to Colombo on Monday 04/04/16, 04/18/16, and 04/25/16. Beginning on 05/02/16, this airline no longer provided this flight on Mondays. Copies of the [redacted] route information is enclosed. Between the time that Mr. [redacted] purchased his airline tickets on 01/31/16, and the time that he departed on the trip, the airline should have notified him of this flight change, but may have failed to do so.
The airline canceled their scheduled flights from Shanghai to Colombo on Mondays at the beginning of May 2016. This is not one of the Covered Events that would provide benefits under this policy. Failure of the airline to provide the bargained-for travel arrangements is specifically excluded from coverage. As such, we are unable to provide benefits for this 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 Specialist
cc: [redacted] / Director of Claims
GSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was purchased.
We have received your email dated March 01, 2014, notifying us of the complaint filed by Ms.
[redacted].
Ms. [redacted] booked and made...
final payment for a Holland America Cruise on September 24, 2013. The
travel protection plan was purchased on October 29, 2013, with a Trip Cancellation coverage
effective date of October
30, 2013. At that time a Policy Confirmation Letter and Description of Coverage, outlining the
plan's coverage and coverage restrictions, were emailed to her.
The trip was canceled on November 05, 2013, due to the illness of Ms. [redacted]' mother. The policy
provides Trip Cancellation benefits due to the Sickness of a Family Member when certain
requirements are met, including "The Sickness or Injury must commence while coverage is in effect".
Also, the plan excludes coverage "for any loss under the plan caused by, or resulting from...22. a
loss that results from an illness, disease, or other condition, event or circumstance which occurs
at a time when the plan is not in effect for you."
According to the documentation provided and obtained, the patient was hospitalized from October 22,
2013 to October 28, 2013, and then placed under hospice care on October 30, 2013. The sickness
which caused the loss did not commence while coverage was in effect, and the plan excludes coverage
for losses due to events that occur when the plan is not in effect. We must, therefore, reaffirm
our original decision that no benefits are payable for this claim.
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.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
[redacted],
I already sent this information in a previous email back to you. Can you please provide me with thcontactinformation for the representative at CSA that is working on this issue?
Thank you.
GSA Travel Protection and Insurance Services represents Generali U.S. Branch, NAIC Number 11231,
as the administrator of the travel protection plan that was purchased. We are in receipt of your
email dated February 12, 2014, notifying us of the complaint filed by Ms. [redacted].
/>
We apologize for the delay in finalizing Ms. [redacted]'s claim. We have received all the supporting
documentation needed, and the check for her $500.00 policy maximum will be mailed out next week.
If you have any questions, please feel free to contact us at ###-###-####, by email at [email protected] or by FAX at ###-###-####.
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.If CSA is not going to honor the complaint, we request they refund what was paid for their policy. Their answer is typical insurance jargon. Kind of reminds me of the [redacted] Commercial: [redacted].
Total disregard for the customer........
Regards,
[redacted]
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]
[redacted] I Revdex.com OF SAN DIEGO September 22, 2014
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123
[redacted] #10215690
Claim Number: [redacted]
Policy Number: [redacted]
Travel Dates: September 20, 2014- September 27, 2014
Dear Ms. [redacted]:
GSA 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 September 18, 2014, regarding additional information provided by Ms. [redacted].
Ms. [redacted] indicates that the insurance brochure that she received from New River Retreat indicated that cancellation would be covered for a cold, and feels that the attempted suicide of
her son should also be covered. The Description of Coverage was provided to Ms. [redacted] at the time of the insurance purchase. The Sickness of an insured or Family Member is covered by the plan when certain requirements are met. The attempted suicide of an insured or Traveling Companion is excluded from coverage. The attempted suicide of a non-traveling Family Member is not excluded from coverage.
We received Ms. [redacted]'s claim form and supporting documentation on September 18, 2014. The claim was reviewed, paid, and Ms. [redacted] was notified of the status by telephone on the
same day.
The plan offers benefits for the reasons listed in the policy, and all coverage is subject to the plan's exclusions. We do offer a 1 0-day free look period for the purchaser to review the policy to determine if it will meet her needs. We do have to adhere to the plan's terms and conditions. In this case, the policy language did allow payment of the claim.
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.
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.On 20 August 2014 I was transferred to a CSA Travel Protection Agent. This agent from the CSA Travel Protection Company agent assuredly said we would receive a full refund for canceling. I was misinformed by the agent of CSA Travel Protection not my travel agent. The miscommunication is coming from the CSA Travel Company that provides insurance if cases like ours happen. To make it clear, OUR country THAT I SERVE PROUDLY. Once again if I would have received the email dated 20 August 2014, I would have canceled the policy. Since I was misinformed by the CSA Travel Protection Agent at that time, I obviously cannot get the $400.00 owed to me and my family. I am sure if the CSA Travel Protection Representative were in my shoes he would understand what a dis-service this is and how this company does not honor their product. This could have been avoided if the email was sent by the CSA Travel Protection Agent. Yes I have looked in all my messages and never received one for 20 August 2014.
Regards,
[redacted]
Dear Ms. [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 December 04, 2015, notifying us of the complaint filed by Ms....
[redacted].Due to widespread flooding, road and bridge closures in South Carolina, Ms. [redacted] states shewas unable to travel to the rental. The underwriter has reviewed this matter and has determinedthat we can afford coverage for this claim. The file will be reopened for payment.
If you have any questions, please feel free to contact us at [redacted], by email [email protected] or by FAX at [redacted]
[redacted]
cc: [redacted]
[redacted] / Director of Claims
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 8/29/16, notifying us of the complaint filed by Mr. [redacted].
Upon arrival at the airport in Los Angeles on 6/26/16, Mr. [redacted]e states he was informed that his 6.27116 flight from Shanghai to Colombo had been canceled. He was told that he had been informed by telephone of this one week earlier, however, states the airline did not notify him of this cancellation. In Shanghai additional expenses were incurred and he missed a portion of his scheduled trip.
Mr. [redacted] provided information indicating, that in May, [redacted] had eliminated their Shanghai to Colombo flights on Mondays. Also, according to [redacted], [redacted] stopped providing this flight om Mondays beginning on 5/02/16.
Based on this information, the flight was canceled due to a schedule change by the airline. This policy provides benefits for a flight cancellation only if it is caused by adverse weather, mechanical breakdown of the plane, or an organized labor strike that affects public transportation. Coverage is also excluded if the airline fails to provide the bargained-for travel arrangements.
Therefore, regretfully, we are unable to provide benefits for this 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 Specialist
cc: [redacted]
[redacted] / Director of Claims
CSA Travel Protection is the administrator of the travel protection plan that Mr. and Mrs. [redacted] purchased on November 21, 2013. We are in receipt of your letter on this case dated January 31, 2014. Since the date the complaint was filed, we have refunded the [redacted] the full plan cost of...
$724.00.
CSA Travel Protection provides travel insurance and emergency assistance plans for consumer purchases. The [redacted] had purchased one of our travel protection plans through an online booking path, and modified the plan through our call center. The insurance features a 10-Day Free Look upon purchase, which allows customers to review the coverage for satisfaction. If customers are not satisfied with our coverage after their review, they are able to return the plan within 10 days of purchase for a full refund. After this 10-Day Free Look period, the plan is non-refundable.
The [redacted] originally requested a refund of this plan outside of the 10-Day Free Look period. Since we were unable to refund the plan under the 10-day Free Look, the [redacted] were encouraged to send in their refund request for other circumstances outside the 10-day Free Look period. Our review indicated the arrangements insured under this plan no longer existed and no penalty or loss was incurred by the [redacted]. Therefore, the plan cost was refunded.
We apologize for any inconvenience this process has caused, and appreciate the opportunity to review our customer service and internal procedures. As always, please feel free to contact us if you have any further questions or concerns.
Sincerely,
[redacted]
Compliance Manager
If you are an owner of a property and listing your property for rent on VRBO or Homeaway, under no circumstances should you opt to charge the tenants for the CSA renters insurance.
The insurance company will only accept a claim after the tenant agrees that they caused damage, which of course they will deny. You can have pictures to prove that damage was done. But if the tenant denies it, then you will not get any help from the insurance company to cover your damage. Even though the language is stated that the insurance is there to protect your property, they are actually only working for the tenant who paid for the policy. We had a renter break a brand new couch that needed to be replaced. But, because the renter denied any wrongdoing, even with pictures to prove the claim, CSA refused to pay the claim. So, we are out the cost of the broken couch and we had to replace it at our own cost.
This is a total scam to VRBO owners and does nothing to protect you against damage to your property. You are better off collecting a security deposit up front.
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.
Regards,
[redacted] The details of the statement are true with the exception of the date of the occurrence and when the work could be preformed, what was conveniently left out is the letter from the roofer stating the work need on my home would need to take place while I would have been on my cruise, the roofer stated it would be when the raining subsided and that can not be predicted. So he estimates a week to ten days from the date of the occurrence on October 27,2015 and my trip was scheduled for November 1st-7th, I would like to know why would I leave my home in that condition and miss getting the work done when it was schedule. I will not accept there response or action, and also they conveniently left out the death of my grandmother in my home. I'm a United States Vetran and find their service to be poor!
CSA Travel Protection and Insurance Services represents [redacted] as the...
administrator of the travel protection plan that was selected. We are in receipt of your email regarding a complaint filed by [redacted].
Ms. [redacted] rented her home to [redacted] for travel dates April 15, 2016 through April 17, 2016. The claim was submitted for missing pool passes and spare house keys. She purchased new passes along with replacing the missing keys.
The policy provides benefits to the named Insured "If you occupy an Accommodation and you damage the real or personal property assigned to that Accommodation during the Trip, we will reimburse you the lesser of the cost of repairs or the cost to replace the property, up to the amount shown in the Schedule."
Upon receipt of the claim, we contacted Ms. [redacted] to verify if in fact the passes and keys were lost. The insured contacted us and advised that the passes and keys were located and were returned to Ms. [redacted] in May. As the items were returned there was no damage to the real or personal property. As such, no benefits are payable for 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]
Claims Department Supervisor
[redacted] Ext. [redacted]
Re: [redacted]
Email: [redacted]
Revdex.com Complaint ID [redacted]
CSA Policy #[redacted]
Dear Ms. [redacted],
CSA Travel Protection and Insurance Services is an administrator of travel protection plans and vacation rental damage protection plans sold through HomeAway.com and their subsidiary site VRBO. We are in receipt of your complaint filed with the Revdex.com of San Diego.
As noted in your letter, you purchased Cancellation Protection for your VRBO accommodations March 17, 2015 through April 7, 2015. The Cancellation Protection product offers various non-insurance services that are available during your trip, as well as two insurance coverages: Trip Cancellation and Travel Delay. A copy of your Policy Confirmation Letter with the product’s Travel Insurance Policy is attached.
In your phone call with CSA on March 25, 2015, you advised that your stay at the VRBO accommodations were interrupted due to a family emergency and you inquired how to begin a claim for Trip Interruption benefits. The Customer Service Representative advised that the product purchased through VRBO does not contain Trip Interruption benefits for unused arrangements.
We regret that we must reaffirm the information provided in the phone call on March 25, 2015. We work closely with HomeAway.com and their subsidiary sites to ensure the advertising of this product is clear and appropriate, and will take this opportunity to further audit these sites to ensure we are providing optimal service to our customers.
If you have any questions, or require any further information, please do not hesitate to contact me directly at [redacted] or [redacted].
Sincerely,
[redacted]
Director of Compliance & Licensing
Enclosure/Attachment: Policy Confirmation Letter for #[redacted] including Travel Insurance Policy
Cc: Revdex.com of San Diego
[redacted]
Vice President of Operations
CSA Travel Protection
Revdex.com of San Diego
ATTN: [redacted]
5050 Murphy Canyon Rd #110
San Diego, CA 92123
[redacted] and [redacted]
Claim Number: [redacted]
Policy Number: [redacted]
Travel Dates: June 03, 2014- June 06, 2014
Dear...
Ms. [redacted]:
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 August 26, 2014, notifying us of the complaint filed by [redacted].
It appears Ms. [redacted] may have received incorrect information from the rental company, and we have reevaluated the medical documentation obtained to process the claim. The underwriter has reviewed this matter and we will afford coverage for this claim. The file will be reopened and the claims representative will ensure that we have all the necessary documentation to issue payment.
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
Sincerely,
[redacted]
Sr. Technical Claims Specialist
cc: Genera; US Branch
[redacted]/ Director of Claims
CSA Travel Protection and Insurance Services represents [redacted] as the...
administrator of the travel protection plan that was selected. We are in receipt of your email dated July 26, 2016, notifying us of the complaint filed by Ms. [redacted].
We were able to obtain the additional documentation needed for the claim, and payment for $392.55 should be mailed at the end of the week to Ms. [redacted].
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 Specialist
cc: [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.1. On August 19th I sent an email asking about refund for cancellations and was told that you could not decide until I filed a claim. At that point in wasn't aware of the travel advisory or the website to find it.
2. I was told by two of yours reps that my claim is not covered and would be denied so why would I waste time?
3. I was able to get a new flight but I had to pay $322 and shorten my trip four days. I still want my insurancevcoverage since I'm flying but I want the $322 refunded instead of $1000 I originally asked for, which I think is fair. I don't want to waste time filling out a claim unless I know it will be approved.
Regards,
[redacted]
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selected.
We received your email dated 9/15/16, with the additional information from Ms. [redacted]. It does not appear that Ms. [redacted] addressed any issues that require a response by CSA. As stated in our letter of 9/08/16, we have requested additional documentation from the patient's doctor to further investigate 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 Specialist
cc: [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 July 17, 2016, notifying us of the complaint filed by Mr. [redacted].
Mr. [redacted] booked airline tickets through [redacted] and purchased the travel insurance plan on Jun 07, 2016. At that time a Policy Confirmation Letter and Policy, outlining the plan's coverage and coverage restrictions, were emailed to him. [redacted] denied Mr. [redacted]'s attendance to a convention he was planning to attend, and the trip was canceled.
The policy purchased only provides Trip Cancellation benefits when the trip is canceled for one of the plan's listed Covered Events. The reason that Mr. [redacted] canceled his trip is not due to one of the policy's Covered Events. Therefore, we are unable to provide benefits for his 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 Specialist
cc: [redacted]
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selected. We are in receipt of your email dated 09/02/16, with additional information provided by Mr. [redacted].
According to the information we obtained on [redacted] offered flights from Shanghai to Colombo on Monday 04/04/16, 04/18/16, and 04/25/16. Beginning on 05/02/16, this airline no longer provided this flight on Mondays. Copies of the [redacted] route information is enclosed. Between the time that Mr. [redacted] purchased his airline tickets on 01/31/16, and the time that he departed on the trip, the airline should have notified him of this flight change, but may have failed to do so.
The airline canceled their scheduled flights from Shanghai to Colombo on Mondays at the beginning of May 2016. This is not one of the Covered Events that would provide benefits under this policy. Failure of the airline to provide the bargained-for travel arrangements is specifically excluded from coverage. As such, we are unable to provide benefits for this 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 Specialist
cc: [redacted] / Director of Claims
GSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was purchased.
We have received your email dated March 01, 2014, notifying us of the complaint filed by Ms.
[redacted].
Ms. [redacted] booked and made...
final payment for a Holland America Cruise on September 24, 2013. The
travel protection plan was purchased on October 29, 2013, with a Trip Cancellation coverage
effective date of October
30, 2013. At that time a Policy Confirmation Letter and Description of Coverage, outlining the
plan's coverage and coverage restrictions, were emailed to her.
The trip was canceled on November 05, 2013, due to the illness of Ms. [redacted]' mother. The policy
provides Trip Cancellation benefits due to the Sickness of a Family Member when certain
requirements are met, including "The Sickness or Injury must commence while coverage is in effect".
Also, the plan excludes coverage "for any loss under the plan caused by, or resulting from...22. a
loss that results from an illness, disease, or other condition, event or circumstance which occurs
at a time when the plan is not in effect for you."
According to the documentation provided and obtained, the patient was hospitalized from October 22,
2013 to October 28, 2013, and then placed under hospice care on October 30, 2013. The sickness
which caused the loss did not commence while coverage was in effect, and the plan excludes coverage
for losses due to events that occur when the plan is not in effect. We must, therefore, reaffirm
our original decision that no benefits are payable for this claim.
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.
Sincerely,
[redacted]
Sr. Technical Claims Specialist
[redacted],
I already sent this information in a previous email back to you. Can you please provide me with thcontactinformation for the representative at CSA that is working on this issue?
Thank you.
GSA Travel Protection and Insurance Services represents Generali U.S. Branch, NAIC Number 11231,
as the administrator of the travel protection plan that was purchased. We are in receipt of your
email dated February 12, 2014, notifying us of the complaint filed by Ms. [redacted].
/>
We apologize for the delay in finalizing Ms. [redacted]'s claim. We have received all the supporting
documentation needed, and the check for her $500.00 policy maximum will be mailed out next week.
If you have any questions, please feel free to contact us at ###-###-####, by email at
[email protected] or by FAX at ###-###-####.
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.If CSA is not going to honor the complaint, we request they refund what was paid for their policy. Their answer is typical insurance jargon. Kind of reminds me of the [redacted] Commercial: [redacted].
Total disregard for the customer........
Regards,
[redacted]
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]
[redacted] I Revdex.com OF SAN DIEGO September 22, 2014
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123
[redacted] #10215690
Claim Number: [redacted]
Policy Number: [redacted]
Travel Dates: September 20, 2014- September 27, 2014
Dear Ms. [redacted]:
GSA 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 September 18, 2014, regarding additional information provided by Ms. [redacted].
Ms. [redacted] indicates that the insurance brochure that she received from New River Retreat indicated that cancellation would be covered for a cold, and feels that the attempted suicide of
her son should also be covered. The Description of Coverage was provided to Ms. [redacted] at the time of the insurance purchase. The Sickness of an insured or Family Member is covered by the plan when certain requirements are met. The attempted suicide of an insured or Traveling Companion is excluded from coverage. The attempted suicide of a non-traveling Family Member is not excluded from coverage.
We received Ms. [redacted]'s claim form and supporting documentation on September 18, 2014. The claim was reviewed, paid, and Ms. [redacted] was notified of the status by telephone on the
same day.
The plan offers benefits for the reasons listed in the policy, and all coverage is subject to the plan's exclusions. We do offer a 1 0-day free look period for the purchaser to review the policy to determine if it will meet her needs. We do have to adhere to the plan's terms and conditions. In this case, the policy language did allow payment of the claim.
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.
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.On 20 August 2014 I was transferred to a CSA Travel Protection Agent. This agent from the CSA Travel Protection Company agent assuredly said we would receive a full refund for canceling. I was misinformed by the agent of CSA Travel Protection not my travel agent. The miscommunication is coming from the CSA Travel Company that provides insurance if cases like ours happen. To make it clear, OUR country THAT I SERVE PROUDLY. Once again if I would have received the email dated 20 August 2014, I would have canceled the policy. Since I was misinformed by the CSA Travel Protection Agent at that time, I obviously cannot get the $400.00 owed to me and my family. I am sure if the CSA Travel Protection Representative were in my shoes he would understand what a dis-service this is and how this company does not honor their product. This could have been avoided if the email was sent by the CSA Travel Protection Agent. Yes I have looked in all my messages and never received one for 20 August 2014.
Regards,
[redacted]
Dear Ms. [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 December 04, 2015, notifying us of the complaint filed by Ms....
[redacted].Due to widespread flooding, road and bridge closures in South Carolina, Ms. [redacted] states shewas unable to travel to the rental. The underwriter has reviewed this matter and has determinedthat we can afford coverage for this claim. The file will be reopened for payment.
If you have any questions, please feel free to contact us at [redacted], by email [email protected] or by FAX at [redacted]
[redacted]
cc: [redacted]
[redacted] / Director of Claims
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 8/29/16, notifying us of the complaint filed by Mr. [redacted].
Upon arrival at the airport in Los Angeles on 6/26/16, Mr. [redacted]e states he was informed that his 6.27116 flight from Shanghai to Colombo had been canceled. He was told that he had been informed by telephone of this one week earlier, however, states the airline did not notify him of this cancellation. In Shanghai additional expenses were incurred and he missed a portion of his scheduled trip.
Mr. [redacted] provided information indicating, that in May, [redacted] had eliminated their Shanghai to Colombo flights on Mondays. Also, according to [redacted], [redacted] stopped providing this flight om Mondays beginning on 5/02/16.
Based on this information, the flight was canceled due to a schedule change by the airline. This policy provides benefits for a flight cancellation only if it is caused by adverse weather, mechanical breakdown of the plane, or an organized labor strike that affects public transportation. Coverage is also excluded if the airline fails to provide the bargained-for travel arrangements.
Therefore, regretfully, we are unable to provide benefits for this 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 Specialist
cc: [redacted]
[redacted] / Director of Claims
CSA Travel Protection is the administrator of the travel protection plan that Mr. and Mrs. [redacted] purchased on November 21, 2013. We are in receipt of your letter on this case dated January 31, 2014. Since the date the complaint was filed, we have refunded the [redacted] the full plan cost of...
$724.00.
CSA Travel Protection provides travel insurance and emergency assistance plans for consumer purchases. The [redacted] had purchased one of our travel protection plans through an online booking path, and modified the plan through our call center. The insurance features a 10-Day Free Look upon purchase, which allows customers to review the coverage for satisfaction. If customers are not satisfied with our coverage after their review, they are able to return the plan within 10 days of purchase for a full refund. After this 10-Day Free Look period, the plan is non-refundable.
The [redacted] originally requested a refund of this plan outside of the 10-Day Free Look period. Since we were unable to refund the plan under the 10-day Free Look, the [redacted] were encouraged to send in their refund request for other circumstances outside the 10-day Free Look period. Our review indicated the arrangements insured under this plan no longer existed and no penalty or loss was incurred by the [redacted]. Therefore, the plan cost was refunded.
We apologize for any inconvenience this process has caused, and appreciate the opportunity to review our customer service and internal procedures. As always, please feel free to contact us if you have any further questions or concerns.
Sincerely,
[redacted]
Compliance Manager
If you are an owner of a property and listing your property for rent on VRBO or Homeaway, under no circumstances should you opt to charge the tenants for the CSA renters insurance.
The insurance company will only accept a claim after the tenant agrees that they caused damage, which of course they will deny. You can have pictures to prove that damage was done. But if the tenant denies it, then you will not get any help from the insurance company to cover your damage. Even though the language is stated that the insurance is there to protect your property, they are actually only working for the tenant who paid for the policy. We had a renter break a brand new couch that needed to be replaced. But, because the renter denied any wrongdoing, even with pictures to prove the claim, CSA refused to pay the claim. So, we are out the cost of the broken couch and we had to replace it at our own cost.
This is a total scam to VRBO owners and does nothing to protect you against damage to your property. You are better off collecting a security deposit up front.
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.
Regards,
[redacted] The details of the statement are true with the exception of the date of the occurrence and when the work could be preformed, what was conveniently left out is the letter from the roofer stating the work need on my home would need to take place while I would have been on my cruise, the roofer stated it would be when the raining subsided and that can not be predicted. So he estimates a week to ten days from the date of the occurrence on October 27,2015 and my trip was scheduled for November 1st-7th, I would like to know why would I leave my home in that condition and miss getting the work done when it was schedule. I will not accept there response or action, and also they conveniently left out the death of my grandmother in my home. I'm a United States Vetran and find their service to be poor!
CSA Travel Protection and Insurance Services represents [redacted] as the...
administrator of the travel protection plan that was selected. We are in receipt of your email regarding a complaint filed by [redacted].
Ms. [redacted] rented her home to [redacted] for travel dates April 15, 2016 through April 17, 2016. The claim was submitted for missing pool passes and spare house keys. She purchased new passes along with replacing the missing keys.
The policy provides benefits to the named Insured "If you occupy an Accommodation and you damage the real or personal property assigned to that Accommodation during the Trip, we will reimburse you the lesser of the cost of repairs or the cost to replace the property, up to the amount shown in the Schedule."
Upon receipt of the claim, we contacted Ms. [redacted] to verify if in fact the passes and keys were lost. The insured contacted us and advised that the passes and keys were located and were returned to Ms. [redacted] in May. As the items were returned there was no damage to the real or personal property. As such, no benefits are payable for 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]
Claims Department Supervisor
[redacted] Ext. [redacted]