CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated December 17, 2014, with additional information from [redacted] The property manager of the rental unit instructed [redacted] not to come to the property dueto the projected path of Hurricane GonzaloThere was no mandatory evacuation, or publicofficial advisement of evacuation, in StCroixThe property owner confirmed that the unit was accessible and habitable during the scheduledtravel datesThe reason for the trip cancellation was not a covered reason that would allowpayment of benefitsTherefore, regretfully, we are unable to change our decisionIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at ( [redacted] Sincerely, [redacted] SrTechnical 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 Dear Sirs: We are not in agreement with the opinion of the Company Reasons: 1.- The events that took as a consequence the passing of my father where never foreseen 2.- We even where thinking in using the trip as planned if his condition would be improved and stable 3.- When he entered the hospital was (as many other times in the past) for a check up and another of the multiple blood transfusions 4.- The Doctors informed us that he could be there at the hospital for next weeks of month depending on his reactions to treatment 5.- The (The Doctors) offered us several scenarios for treatment: A Continue with blood transfusions at hospital B Continue with same transfusions from home and bring him to Hospital every weekC Hospice service at home to help with procedures 6.- We where investigating all the options in the period he was at the hospitalMy father was 100% alert and we had conversations and in apparent good health 7.- The Doctors informed us, that the options given where not good options any more: Why?? Because the blood transfusions where causing pain and they did not recommend us to continue in that avenue 8.- We insisted, regardless of pain , and we discussed this with my father 9.- The Doctors said if we wanted to do that had to be only form home, so we started to accommodate that option and organized the system with Sunrise , The Home Care Institution where my father was living 10.- Was not simple because of logistics and transfers , to and from to Hospital 11.- The Doctors said : We know he came to continue with transfusions and we want to provide that, buy the exams are now saying that even if we continue with the transfusions they will not help much, because was not accepting the new blood as well as before 12.- They mentioned he was entering a terminal phase, this was devastating and we knew this only much later than the insurance was bought and of course was never foreseen 13.- Doctors recommended to change him to a Paliative Care Unit where they said he could be there for weeks of months, hard to say The result was that he passed away just a few days after, I even traveled back for family reasons and when I come back was for the funeral So, this description reveal why we can´t be in agreement with the Company opinion, we bought an Insurance, we did not wanted to use it, we where planning to go on the trip, we asked about the remote possibility of death, and they answered : “you are covered in that event “ No payment brings back my Father, but it is a wrong recourse from the Company to describe that “We foresaw the death” , not true, and the doctors did not knew that either, and the description of events prove that We say this in honor of true and in honor of My Father Thank You [redacted] ***
CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated 11/01/16, notifying us of the complaint filed by Mr***Mr [redacted] submitted a claim to us for Trip Interruption, Travel Delay, Baggage Delay, andDental expensesHowever, his claim forms did not indicate the amounts claimedWe haveasked Mr [redacted] to provide us with an itemized list of all amounts claimed, the dates ofpurchase, and the reason that the costs were incurredThis 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 policyCoverage is only available for emergencydental treatment that is incurred during the TripWe 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 incurredOnce received, we may need Mr***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] SrTechnical Claims Specialist
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, through April 7, 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, 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
[redacted] # [redacted] Claim Number: [redacted] Policy Number: [redacted] Dear Ms***: CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was purchasedWe 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, to April 13, The travel insurance Policy was purchased on December , 2014.At that time a Policy Confirmation Letter and Policy, outlining the plan's coverage and coveragerestrictions, were emailed to herAt some point Ms [redacted] realized that the cruise dates would conflict with the children'sschool scheduleThe trip was canceled and a claim made for the $penalty charged bythe cruise lineThe travel insurance Policy purchased only provides benefits for a trip cancellation that iscaused by one of the plan's listed Covered EventsThe reason that Ms [redacted] had to cancelher trip is not one of the Covered Events that would allow payment of benefitsTherefore, wemust reaffirm our original decision that this claim is not payableIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Sincerely, [redacted] ***SrTechnical Claims Specialist Generali U.SBranch [redacted] Director of Claims These plans are administered by GSA Travel Protection and Insurance ServicesServices areprovided through GSA's designated providersTravel Insurance is Underwritten by: Generali U.S.Branch, New York, New York; NAIC # [redacted] (all states except as otherwise noted) underPolicy/Certificate Form series TCalifornia is Underwritten by Generali Assicurazioni GeneraliS.P.A(U.SBranch), Colorado is Underwritten by Assicurazioni Generali- U.SBranch, Oregon isUnderwritten by Generali U.SBranch 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 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 falseI sent several emails to the same email address as indicated and they claim that they never received itAs everyone knows, if the email address is wrong it would bounce backI verified the same exact email address several times and it is exactly itSure 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 adviseThis matter is not resolved until they reimburse me fully for everythingI ended up insuring myself with a different insurer Regards, [redacted]
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selectedWe are in receipt of your email dated 9/20/16, notifying us of the complaint filed by Mr***Mr [redacted] booked a rental reservation to travel to Florida for travel dates of August through September 4, Mr [redacted] cancelled his reservation on August 29, due to travel advisories for Tropical Storm HermineThe policy purchased provides benefits for Trip Cancellation due to the listed covered events in the policySpecifically, the policy states it will cover: "A mandatory evacuation (or public official evacuation advisement in geographic areas where no mandatory evacuation orders are issued by government authorities) at your destination due to adverse weather or natural disastersWe will only pay benefits for losses occurring within calendar days after the evacuation order is issuedIn order to cancel your Trip, you must have days or 50% of your total Trip length or less remaining at the time the mandatory evacuation ends;..." When Mr [redacted] cancelled his reservation, there were no mandatory evacuation orders in place for his travel destinationThe policy does not provide coverage for cancellations due to travel advisoriesAs 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 responseSincerely, [redacted] Claims Department Supervisor [redacted] Ext [redacted] 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 In the brochure that I received from New River Retreat, Guest Protection Plan, safeguard your trip with CSA travel protection The first sentences state "Before you go, Unable to travel due to a cold? No problem!" These sentences indicate that a cold is covered, therefore I would think that the attenpted suicide of my son with a week long psychiatric hospitalization stay would be covered! You have received a statement from his psychiatrist stating, My son's name, "made a serious suicide attempt 9/6/just prior to hospitalization and he has been started on medication but requires adult supervision and guidance to ensure safty and ongoing treatmentHe also stated "that my son needs supervision for at least days." I expect a full refund! Regards, [redacted] ***
December 16, [redacted] ***/ Revdex.com OF SAN DIEGOVIEWRIDGE AVE #200SAN DIEGO, CA [redacted] # [redacted] / Insured: [redacted] ***Claim Number: [redacted] Policy Number: [redacted] Travel Dates: October 08, 2014- October 12, Dear Ms***: CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was selectedWe are in receipt of your emaildated December 15, 2014, with the additional information submitted by Ms [redacted] The claim documents were received from Ms [redacted] on October 30, Her email didindicate that the documents had originally been submitted on October 15, 2014, but we find norecord of receiving the claim documents at that timeWe apologize for any misunderstanding ordelay in processing caused by this issueThe Property Damage Protection certificate is provided to the insured when the coverage ispurchasedCoverage is provided to the insured for accidental damage to the property duringthe tripIf the insured denies causing the damage claimed, benefits cannot be paidWe havefound that the vast majority of the insureds are honest and do admit when they have causeddamage to the property assigned to the rental unitBased on the terms and conditions of the policy, and the damages that Ms [redacted] confirmedwere caused by her, we have issued a benefit check for the payable amount of this claimMs[redacted] has indicated that the Property Damage Coverage advertised on the website claimscoverage for EXCESSIVE CLEANINGHowever, we are not aware of this specific language onthe website, and the plan does not pay for excessive cleaningIf you have any questions, please feel free to contact us at (800) 541-3522, by email atclaims@csatravelprot ction.com or by FAX at (877) 300-Sincerely, [redacted] SrTechnical Claims Specialist
VRBO/HOMEAWAY Owners: BUYER BEWARE! Owners who think this is a great option to protect their home in lieu of charging high security deposits: Think Again! You are not CSA's client and, in my claims situation, all it took was for the renter to say "We didn't do it." That's itOf course when you hit that button to send this company $$ you don't see that Only that your home is covered up to a specific amount from damages I had an after photo, amount from invoice and provided claim from my cleaner Nope According to my claims rep, the guest denied any damage As an experienced owner of rental units, guests do not admit to damage It's just the nature of the beast and why we thought CSA would be a good, hassle free option This company was anything but Bottom Line: By clicking the CSA insurance button, most likely all you are doing is adding to the company's bank account Fortunately this was not an expensive claim, and I consider myself lucky my lesson learned was not a huge hit to the wallet I have removed the CSA insurance option off my VRBO pages and changed the deposit process for my rentals I will never consider this company again
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated 08/29/16, notifying us of the complaint filed by Mr [redacted] Mr [redacted] purchased his travel insurance plan on 04/07/At that time a Policy Confirmation Letter and Description of Coverage were emailed to the address provided of [redacted] The Confirmation Letter encourages the insured to review the policy documents, and if not satisfied within days, they can request the policy be canceled and the premium will be refundedThe 10-day free look period is also listed in the Description of Coverage along with the plan's coverage and coverage restrictionsIf the customer does not request a policy cancellation within the 10-day free look period, it is presumed that the plan has been found acceptableCSA Travel Protection does not administrate any plans for [redacted] that includes cancel for any reason coverageMr [redacted] may be referencing in his complaint a plan offered through another companyCopies of the Policy Confirmation Letter and Description of Coverage are enclosedIf 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 responseSincerely, [redacted] Claims Department
CSA Travel Protection and Insurance Services is the administrator of the travel protection plan that was purchased. We are in receipt of your email dated March 25, 2014, notifying us of the complaint filed by Ms. [redacted] . We have reevaluated the file and... determined that benefits for the cost of the airfare can be afforded. We are waiting for Ms. [redacted] to contact us to review this matter. 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
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selectedWe are in receipt of your email regarding a complaint filed by [redacted] Ms [redacted] rented her home to [redacted] for travel dates April 15, through April 17, The claim was submitted for missing pool passes and spare house keysShe purchased new passes along with replacing the missing keysThe 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 lostThe insured contacted us and advised that the passes and keys were located and were returned to Ms [redacted] in MayAs the items were returned there was no damage to the real or personal propertyAs such, no benefits are payable for the claimIf 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 responseSincerely, [redacted] Claims Department Supervisor [redacted] Ext***
Dear Ms***:CSA Travel Protection and Insurance Services (hereinafter "CSA") represents [redacted] , as the Administrator of the Property Damage Protection plan pursuant to policy number [redacted] , which was in effect from September 6, to November 30, The policywas purchased by [redacted] to insure the property owned by [redacted] andwhich is located at [redacted] ***The property manager, [redacted] of [redacted] ***, has presented a claim toCSA for property damage to the aforementioned residential property and its contents in theamount of $1,732.39, while said residential property was reported to have been rented to andoccupied by [redacted] ***As stated above, the CSA policy was effective from September 6, to November 30, 2013.It has come to our attention that Ms [redacted] extended her rental of the property at [redacted] from December 1, to February 1, However, at no time did Ms[redacted] contact CSA to advise of the extended rental of the property nor did she request coveragefor the property be extended after November 30, Ms [redacted] initially filed a claim for repairs to the stove within the residential property rented toMs [redacted] on December 7, The amount of the claim was for $and was paid by CSAto [redacted] on January 21, Ms [redacted] filed a subsequent claim with CSA on July 16, claiming damage to a washingmachine, dishwasher, towel rack, shower curtain, kitchen items, linens and carpetingMs***indicated that the sole damage caused by her was to the dishwasher and she denied causingany damage to the remaining items being claimed by Ms [redacted] A bill for the repair of theappliance, in the amount of $and for a service date of April9, 2014, was reviewed andpayment was issued by CSA to [redacted] on December 9, Ms [redacted] has stated that the tenants contacted [redacted] to report that theshower drain be unclogged during their stayMs [redacted] has also stated that ***'smaintenance department performed the service to unclog the tub drain as well as repair a loosetowel ringMs [redacted] did not report the date when [redacted] was contacted by the tenant about theclogged tub drainFurther, the invoice for the work reflects that it was performed on February15, 2014, after Ms [redacted] had vacated the property on February 1, This date is also wellafter the expiration of the GSA policy on November 30, In addition, Ms [redacted] has provided a GSA Vacation Rental Insurance Security DepositProtection Documentation form, executed on December 7, Said form, copy attached,reflects that there is "no damage"Again, it should be noted that the date of this document isafter the expiration of the GSA policy on November 30, In as much as Ms [redacted] has denied responsibility for the subsequent damages being claimed by [redacted] ***, there are no additional benefits available or payable under thepolicyIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Sincerely, [redacted] *SrTechnical Claims Speciali t cc: [redacted] I Director of Claims
Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchasedWe 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 rentalThe underwriter has reviewed this matter and has determinedthat we can afford coverage for this claimThe file will be reopened for paymentIf you have any questions, please feel free to contact us at [redacted] , by email [email protected] or by FAX at [redacted] [redacted] cc: [redacted] / Director of Claims
[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 attachedLet me know if you need anything else [redacted] ***
Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was selectedWe are in receipt of your emaildated June 16, 2015, with additional information from Ms [redacted] Ms [redacted] points out that anxiety has physical features and symptoms, which we do notdisputeHowever, the symptoms she and Dr [redacted] have noted resulted from the assessedillness of anxiety disorderThis condition is specifically excluded from coverage under this plan, "We will not pay for anyloss under this Policy, caused by, or resulting from bmental, nervous, or psychologicaldisorders of you or your Traveling Companion"As such, we are unable to provide benefits to Ms [redacted] for her lossIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Sincerely, [redacted] ***SrTechnical Claims Specialist cc: [redacted] I Director of Claims
December 15, [redacted] Revdex.com OF SAN DIEGOVIEWRIDGE AVE #200SAN DIEGO, CA [redacted] Travel Dates: October 13, 2014- October 24, Dear [redacted] ***: CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated December 10,2014, notifying us of the complaint filed by [redacted] booked a rental property in StCroix and purchased the travel protection plan onApril18, At that time, the Description of Coverage outlining the plan's coverage andcoverage restrictions was emailed to [redacted] According to the information provided, the property manager of the rental contacted [redacted] and told him he should make alternate vacation plansThe property manager said thatthe rental unit was in the path of Hurricane Gonzalo and would not have powerIn order to qualify for trip cancellation benefits, the reason for the cancellation must be one ofthe Covered Events listed in the policyAs shown in the policy under the heading TripCancellation Benefit Rider- Covered Events: "A mandatory evacuation (or public official evacuation advisement in geographic areas whereno mandatory evacuation orders are issued by government authorities) at your destination dueto adverse weather or natural disastersWe will only pay benefits for losses occurring within 30calendar days after the evacuation order is issuedIn order to cancel your Trip, you must have 4days or 50% of your total Trip length or less remaining at the time the mandatory evacuationends"There is no evidence of a mandatory evacuation or public official evacuation advisement in St.Croix due to the hurricaneCoverage is also subject to the plan's General Exclusions, "Thefollowing exclusion applies to the Trip Cancellation and Travel Delay coverages: afailure of anytour operator, Common Carrier, or other travel supplier, person or agency to provide thebargained-for travel arrangements other than Financial Insolvency." The cancellation was not due to one of the plan's Covered Events, and the property managertold [redacted] not to come to the property, thereby failing to provide the bargained-for travelarrangementsAs such, we must reaffirm our original decision that no benefits are payable forthis claimIf you have any questions, please feel free to contact us at [redacted] by email at [redacted] or by FAX a [redacted] Sincerely, [redacted] SrTechnical Claims Specialist cc: General US Branch [redacted] Director of Claims
February 05, [redacted] / Revdex.com OF SAN DIEGOVIEWRIDGE AVE #200SAN DIEGO, CA [redacted] # [redacted] # [redacted] Claim Number: [redacted] Policy Number: [redacted] Travel Dates: September 23, - October 18, 2014Dear Ms***:CSA Travel Protection and Insurance Services is the administrator of the travel protection planthat was purchasedWe 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 complaintThis 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 missingThe bags were delivered to them on October 23, BetweenOctober 21, and October 23, 2014, MrWolfe and Ms [redacted] purchased clothing,toiletries, medication, and other items, and filed a Baggage Delay claim for $,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 hours or more during your Covered Trip.We will also reimburse you up to $for expenses incurred during your Covered Trip toexpedite the return of your delayed baggageThis 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 purchaserThe policy states: "If you are not satisfied for any reason, you maycancel your coverage within days of your application date or receipt of this document,whichever is laterA letter indicating your desire to cancel should be sent to us or ourauthorized agentlf there has been no incurred covered expense and you haven't already lefton your Trip, you will receive a full refund of your plan costAfter 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 DelayclaimThe claim will be reopened for processingThe 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] ***SrTechnical Claims Specialistcc: [redacted] / Director of Claims
Revdex.com of San Diego ATTN: [redacted] Murphy Canyon Rd # San Diego, CA [redacted] and [redacted] # [redacted] Claim Number: [redacted] Policy Number: [redacted] Travel Dates: June 03, 2014- June 06, Dear Ms***: CSA Travel Protection and Insurance Services represents Generali U.SBranch as the administrator of the travel protection plan that was purchasedWe 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 claimThe underwriter has reviewed this matter and we will afford coverage for this claimThe 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- Sincerely, [redacted] SrTechnical Claims Specialist cc: Genera; US Branch [redacted] / Director of Claims
CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated December 17, 2014, with additional information from [redacted] The property manager of the rental unit instructed [redacted] not to come to the property dueto the projected path of Hurricane GonzaloThere was no mandatory evacuation, or publicofficial advisement of evacuation, in StCroixThe property owner confirmed that the unit was accessible and habitable during the scheduledtravel datesThe reason for the trip cancellation was not a covered reason that would allowpayment of benefitsTherefore, regretfully, we are unable to change our decisionIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at ( [redacted] Sincerely, [redacted] SrTechnical 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 Dear Sirs: We are not in agreement with the opinion of the Company Reasons: 1.- The events that took as a consequence the passing of my father where never foreseen 2.- We even where thinking in using the trip as planned if his condition would be improved and stable 3.- When he entered the hospital was (as many other times in the past) for a check up and another of the multiple blood transfusions 4.- The Doctors informed us that he could be there at the hospital for next weeks of month depending on his reactions to treatment 5.- The (The Doctors) offered us several scenarios for treatment: A Continue with blood transfusions at hospital B Continue with same transfusions from home and bring him to Hospital every weekC Hospice service at home to help with procedures 6.- We where investigating all the options in the period he was at the hospitalMy father was 100% alert and we had conversations and in apparent good health 7.- The Doctors informed us, that the options given where not good options any more: Why?? Because the blood transfusions where causing pain and they did not recommend us to continue in that avenue 8.- We insisted, regardless of pain , and we discussed this with my father 9.- The Doctors said if we wanted to do that had to be only form home, so we started to accommodate that option and organized the system with Sunrise , The Home Care Institution where my father was living 10.- Was not simple because of logistics and transfers , to and from to Hospital 11.- The Doctors said : We know he came to continue with transfusions and we want to provide that, buy the exams are now saying that even if we continue with the transfusions they will not help much, because was not accepting the new blood as well as before 12.- They mentioned he was entering a terminal phase, this was devastating and we knew this only much later than the insurance was bought and of course was never foreseen 13.- Doctors recommended to change him to a Paliative Care Unit where they said he could be there for weeks of months, hard to say The result was that he passed away just a few days after, I even traveled back for family reasons and when I come back was for the funeral So, this description reveal why we can´t be in agreement with the Company opinion, we bought an Insurance, we did not wanted to use it, we where planning to go on the trip, we asked about the remote possibility of death, and they answered : “you are covered in that event “ No payment brings back my Father, but it is a wrong recourse from the Company to describe that “We foresaw the death” , not true, and the doctors did not knew that either, and the description of events prove that We say this in honor of true and in honor of My Father Thank You [redacted] ***
CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated 11/01/16, notifying us of the complaint filed by Mr***Mr [redacted] submitted a claim to us for Trip Interruption, Travel Delay, Baggage Delay, andDental expensesHowever, his claim forms did not indicate the amounts claimedWe haveasked Mr [redacted] to provide us with an itemized list of all amounts claimed, the dates ofpurchase, and the reason that the costs were incurredThis 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 policyCoverage is only available for emergencydental treatment that is incurred during the TripWe 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 incurredOnce received, we may need Mr***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] SrTechnical Claims Specialist
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, through April 7, 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, 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
[redacted] # [redacted] Claim Number: [redacted] Policy Number: [redacted] Dear Ms***: CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was purchasedWe 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, to April 13, The travel insurance Policy was purchased on December , 2014.At that time a Policy Confirmation Letter and Policy, outlining the plan's coverage and coveragerestrictions, were emailed to herAt some point Ms [redacted] realized that the cruise dates would conflict with the children'sschool scheduleThe trip was canceled and a claim made for the $penalty charged bythe cruise lineThe travel insurance Policy purchased only provides benefits for a trip cancellation that iscaused by one of the plan's listed Covered EventsThe reason that Ms [redacted] had to cancelher trip is not one of the Covered Events that would allow payment of benefitsTherefore, wemust reaffirm our original decision that this claim is not payableIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Sincerely, [redacted] ***SrTechnical Claims Specialist Generali U.SBranch [redacted] Director of Claims These plans are administered by GSA Travel Protection and Insurance ServicesServices areprovided through GSA's designated providersTravel Insurance is Underwritten by: Generali U.S.Branch, New York, New York; NAIC # [redacted] (all states except as otherwise noted) underPolicy/Certificate Form series TCalifornia is Underwritten by Generali Assicurazioni GeneraliS.P.A(U.SBranch), Colorado is Underwritten by Assicurazioni Generali- U.SBranch, Oregon isUnderwritten by Generali U.SBranch 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 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 falseI sent several emails to the same email address as indicated and they claim that they never received itAs everyone knows, if the email address is wrong it would bounce backI verified the same exact email address several times and it is exactly itSure 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 adviseThis matter is not resolved until they reimburse me fully for everythingI ended up insuring myself with a different insurer Regards, [redacted]
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selectedWe are in receipt of your email dated 9/20/16, notifying us of the complaint filed by Mr***Mr [redacted] booked a rental reservation to travel to Florida for travel dates of August through September 4, Mr [redacted] cancelled his reservation on August 29, due to travel advisories for Tropical Storm HermineThe policy purchased provides benefits for Trip Cancellation due to the listed covered events in the policySpecifically, the policy states it will cover: "A mandatory evacuation (or public official evacuation advisement in geographic areas where no mandatory evacuation orders are issued by government authorities) at your destination due to adverse weather or natural disastersWe will only pay benefits for losses occurring within calendar days after the evacuation order is issuedIn order to cancel your Trip, you must have days or 50% of your total Trip length or less remaining at the time the mandatory evacuation ends;..." When Mr [redacted] cancelled his reservation, there were no mandatory evacuation orders in place for his travel destinationThe policy does not provide coverage for cancellations due to travel advisoriesAs 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 responseSincerely, [redacted] Claims Department Supervisor [redacted] Ext [redacted] 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 In the brochure that I received from New River Retreat, Guest Protection Plan, safeguard your trip with CSA travel protection The first sentences state "Before you go, Unable to travel due to a cold? No problem!" These sentences indicate that a cold is covered, therefore I would think that the attenpted suicide of my son with a week long psychiatric hospitalization stay would be covered! You have received a statement from his psychiatrist stating, My son's name, "made a serious suicide attempt 9/6/just prior to hospitalization and he has been started on medication but requires adult supervision and guidance to ensure safty and ongoing treatmentHe also stated "that my son needs supervision for at least days." I expect a full refund! Regards, [redacted] ***
December 16, [redacted] ***/ Revdex.com OF SAN DIEGOVIEWRIDGE AVE #200SAN DIEGO, CA [redacted] # [redacted] / Insured: [redacted] ***Claim Number: [redacted] Policy Number: [redacted] Travel Dates: October 08, 2014- October 12, Dear Ms***: CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was selectedWe are in receipt of your emaildated December 15, 2014, with the additional information submitted by Ms [redacted] The claim documents were received from Ms [redacted] on October 30, Her email didindicate that the documents had originally been submitted on October 15, 2014, but we find norecord of receiving the claim documents at that timeWe apologize for any misunderstanding ordelay in processing caused by this issueThe Property Damage Protection certificate is provided to the insured when the coverage ispurchasedCoverage is provided to the insured for accidental damage to the property duringthe tripIf the insured denies causing the damage claimed, benefits cannot be paidWe havefound that the vast majority of the insureds are honest and do admit when they have causeddamage to the property assigned to the rental unitBased on the terms and conditions of the policy, and the damages that Ms [redacted] confirmedwere caused by her, we have issued a benefit check for the payable amount of this claimMs[redacted] has indicated that the Property Damage Coverage advertised on the website claimscoverage for EXCESSIVE CLEANINGHowever, we are not aware of this specific language onthe website, and the plan does not pay for excessive cleaningIf you have any questions, please feel free to contact us at (800) 541-3522, by email atclaims@csatravelprot ction.com or by FAX at (877) 300-Sincerely, [redacted] SrTechnical Claims Specialist
VRBO/HOMEAWAY Owners: BUYER BEWARE! Owners who think this is a great option to protect their home in lieu of charging high security deposits: Think Again! You are not CSA's client and, in my claims situation, all it took was for the renter to say "We didn't do it." That's itOf course when you hit that button to send this company $$ you don't see that Only that your home is covered up to a specific amount from damages I had an after photo, amount from invoice and provided claim from my cleaner Nope According to my claims rep, the guest denied any damage As an experienced owner of rental units, guests do not admit to damage It's just the nature of the beast and why we thought CSA would be a good, hassle free option This company was anything but Bottom Line: By clicking the CSA insurance button, most likely all you are doing is adding to the company's bank account Fortunately this was not an expensive claim, and I consider myself lucky my lesson learned was not a huge hit to the wallet I have removed the CSA insurance option off my VRBO pages and changed the deposit process for my rentals I will never consider this company again
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated 08/29/16, notifying us of the complaint filed by Mr [redacted] Mr [redacted] purchased his travel insurance plan on 04/07/At that time a Policy Confirmation Letter and Description of Coverage were emailed to the address provided of [redacted] The Confirmation Letter encourages the insured to review the policy documents, and if not satisfied within days, they can request the policy be canceled and the premium will be refundedThe 10-day free look period is also listed in the Description of Coverage along with the plan's coverage and coverage restrictionsIf the customer does not request a policy cancellation within the 10-day free look period, it is presumed that the plan has been found acceptableCSA Travel Protection does not administrate any plans for [redacted] that includes cancel for any reason coverageMr [redacted] may be referencing in his complaint a plan offered through another companyCopies of the Policy Confirmation Letter and Description of Coverage are enclosedIf 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 responseSincerely, [redacted] Claims Department
CSA Travel Protection and Insurance Services is the administrator of the travel protection plan that was purchased. We are in receipt of your email dated March 25, 2014, notifying us of the complaint filed by Ms. [redacted] . We have reevaluated the file and... determined that benefits for the cost of the airfare can be afforded. We are waiting for Ms. [redacted] to contact us to review this matter. 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
CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selectedWe are in receipt of your email regarding a complaint filed by [redacted] Ms [redacted] rented her home to [redacted] for travel dates April 15, through April 17, The claim was submitted for missing pool passes and spare house keysShe purchased new passes along with replacing the missing keysThe 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 lostThe insured contacted us and advised that the passes and keys were located and were returned to Ms [redacted] in MayAs the items were returned there was no damage to the real or personal propertyAs such, no benefits are payable for the claimIf 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 responseSincerely, [redacted] Claims Department Supervisor [redacted] Ext***
Dear Ms***:CSA Travel Protection and Insurance Services (hereinafter "CSA") represents [redacted] , as the Administrator of the Property Damage Protection plan pursuant to policy number [redacted] , which was in effect from September 6, to November 30, The policywas purchased by [redacted] to insure the property owned by [redacted] andwhich is located at [redacted] ***The property manager, [redacted] of [redacted] ***, has presented a claim toCSA for property damage to the aforementioned residential property and its contents in theamount of $1,732.39, while said residential property was reported to have been rented to andoccupied by [redacted] ***As stated above, the CSA policy was effective from September 6, to November 30, 2013.It has come to our attention that Ms [redacted] extended her rental of the property at [redacted] from December 1, to February 1, However, at no time did Ms[redacted] contact CSA to advise of the extended rental of the property nor did she request coveragefor the property be extended after November 30, Ms [redacted] initially filed a claim for repairs to the stove within the residential property rented toMs [redacted] on December 7, The amount of the claim was for $and was paid by CSAto [redacted] on January 21, Ms [redacted] filed a subsequent claim with CSA on July 16, claiming damage to a washingmachine, dishwasher, towel rack, shower curtain, kitchen items, linens and carpetingMs***indicated that the sole damage caused by her was to the dishwasher and she denied causingany damage to the remaining items being claimed by Ms [redacted] A bill for the repair of theappliance, in the amount of $and for a service date of April9, 2014, was reviewed andpayment was issued by CSA to [redacted] on December 9, Ms [redacted] has stated that the tenants contacted [redacted] to report that theshower drain be unclogged during their stayMs [redacted] has also stated that ***'smaintenance department performed the service to unclog the tub drain as well as repair a loosetowel ringMs [redacted] did not report the date when [redacted] was contacted by the tenant about theclogged tub drainFurther, the invoice for the work reflects that it was performed on February15, 2014, after Ms [redacted] had vacated the property on February 1, This date is also wellafter the expiration of the GSA policy on November 30, In addition, Ms [redacted] has provided a GSA Vacation Rental Insurance Security DepositProtection Documentation form, executed on December 7, Said form, copy attached,reflects that there is "no damage"Again, it should be noted that the date of this document isafter the expiration of the GSA policy on November 30, In as much as Ms [redacted] has denied responsibility for the subsequent damages being claimed by [redacted] ***, there are no additional benefits available or payable under thepolicyIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Sincerely, [redacted] *SrTechnical Claims Speciali t cc: [redacted] I Director of Claims
Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchasedWe 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 rentalThe underwriter has reviewed this matter and has determinedthat we can afford coverage for this claimThe file will be reopened for paymentIf you have any questions, please feel free to contact us at [redacted] , by email [email protected] or by FAX at [redacted] [redacted] cc: [redacted] / Director of Claims
[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 attachedLet me know if you need anything else [redacted] ***
Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was selectedWe are in receipt of your emaildated June 16, 2015, with additional information from Ms [redacted] Ms [redacted] points out that anxiety has physical features and symptoms, which we do notdisputeHowever, the symptoms she and Dr [redacted] have noted resulted from the assessedillness of anxiety disorderThis condition is specifically excluded from coverage under this plan, "We will not pay for anyloss under this Policy, caused by, or resulting from bmental, nervous, or psychologicaldisorders of you or your Traveling Companion"As such, we are unable to provide benefits to Ms [redacted] for her lossIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Sincerely, [redacted] ***SrTechnical Claims Specialist cc: [redacted] I Director of Claims
December 15, [redacted] Revdex.com OF SAN DIEGOVIEWRIDGE AVE #200SAN DIEGO, CA [redacted] Travel Dates: October 13, 2014- October 24, Dear [redacted] ***: CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated December 10,2014, notifying us of the complaint filed by [redacted] booked a rental property in StCroix and purchased the travel protection plan onApril18, At that time, the Description of Coverage outlining the plan's coverage andcoverage restrictions was emailed to [redacted] According to the information provided, the property manager of the rental contacted [redacted] and told him he should make alternate vacation plansThe property manager said thatthe rental unit was in the path of Hurricane Gonzalo and would not have powerIn order to qualify for trip cancellation benefits, the reason for the cancellation must be one ofthe Covered Events listed in the policyAs shown in the policy under the heading TripCancellation Benefit Rider- Covered Events: "A mandatory evacuation (or public official evacuation advisement in geographic areas whereno mandatory evacuation orders are issued by government authorities) at your destination dueto adverse weather or natural disastersWe will only pay benefits for losses occurring within 30calendar days after the evacuation order is issuedIn order to cancel your Trip, you must have 4days or 50% of your total Trip length or less remaining at the time the mandatory evacuationends"There is no evidence of a mandatory evacuation or public official evacuation advisement in St.Croix due to the hurricaneCoverage is also subject to the plan's General Exclusions, "Thefollowing exclusion applies to the Trip Cancellation and Travel Delay coverages: afailure of anytour operator, Common Carrier, or other travel supplier, person or agency to provide thebargained-for travel arrangements other than Financial Insolvency." The cancellation was not due to one of the plan's Covered Events, and the property managertold [redacted] not to come to the property, thereby failing to provide the bargained-for travelarrangementsAs such, we must reaffirm our original decision that no benefits are payable forthis claimIf you have any questions, please feel free to contact us at [redacted] by email at [redacted] or by FAX a [redacted] Sincerely, [redacted] SrTechnical Claims Specialist cc: General US Branch [redacted] Director of Claims
February 05, [redacted] / Revdex.com OF SAN DIEGOVIEWRIDGE AVE #200SAN DIEGO, CA [redacted] # [redacted] # [redacted] Claim Number: [redacted] Policy Number: [redacted] Travel Dates: September 23, - October 18, 2014Dear Ms***:CSA Travel Protection and Insurance Services is the administrator of the travel protection planthat was purchasedWe 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 complaintThis 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 missingThe bags were delivered to them on October 23, BetweenOctober 21, and October 23, 2014, MrWolfe and Ms [redacted] purchased clothing,toiletries, medication, and other items, and filed a Baggage Delay claim for $,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 hours or more during your Covered Trip.We will also reimburse you up to $for expenses incurred during your Covered Trip toexpedite the return of your delayed baggageThis 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 purchaserThe policy states: "If you are not satisfied for any reason, you maycancel your coverage within days of your application date or receipt of this document,whichever is laterA letter indicating your desire to cancel should be sent to us or ourauthorized agentlf there has been no incurred covered expense and you haven't already lefton your Trip, you will receive a full refund of your plan costAfter 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 DelayclaimThe claim will be reopened for processingThe 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] ***SrTechnical Claims Specialistcc: [redacted] / Director of Claims
Revdex.com of San Diego ATTN: [redacted] Murphy Canyon Rd # San Diego, CA [redacted] and [redacted] # [redacted] Claim Number: [redacted] Policy Number: [redacted] Travel Dates: June 03, 2014- June 06, Dear Ms***: CSA Travel Protection and Insurance Services represents Generali U.SBranch as the administrator of the travel protection plan that was purchasedWe 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 claimThe underwriter has reviewed this matter and we will afford coverage for this claimThe 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- Sincerely, [redacted] SrTechnical Claims Specialist cc: Genera; US Branch [redacted] / Director of Claims