CSA Travel Protection and Insurance Services represents Generali U.SBranch as the
administrator of the travel protection plan that was purchased
The policy in reference covers the renter, *** ***, against accidental damage done to
the vacation rental property
owned by the claimant *** ***The scheduled travel dates
were March 20, to March 24, Mr*** submitted a claim for carpet replacement
due to staining for $,
We contacted Ms*** to verify that the damage was caused by her or a guest in the unitShe
indicated that she was not responsible for any of the damaged items being claimedThis policy
only pays for damages caused by the insured or their guests
Under the heading "VACATION RENTAL DAMAGE COVERAGE" it states "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
Actual Cash Value of the property, up to the amount shown in the Schedule."
The insured, *** ***, has indicated that she was not responsible for any of the damage
claimedTherefore, we are unable to provide benefits for this claim
If you have any questions, please feel free to contact us at ###-###-####, by email at [email protected] or by FAX at ###-###-####Please ensure the claim number
is included with your response
Sincerely,
*** ***
Claims Department
Dear Ms***:
5pt;">CSA Travel Protection and Insurance Services represents *** *** *** as the administrator of the travel protection plan that was purchasedVitaly *** rented a property from *** *** with scheduled travel dates of December 30, to January 03, The Property Damage Protection coverage was purchased on November 16, by Mr***, who is the Insured under this planAt that time the Description of Coverage, outlining the plan's coverage and coverage restrictions, was emailed to Mr***On January 06, 2016, we received claim documents from Mr*** indicating that during Mr***'s stay at the property there was damage to the kitchen faucet and the sliding glass door jam, and the property was left in an unclean mannerThe original amount claimed for the damage repair, cleaning, and mileage was $1,We contacted Mr*** to confirm the facts of lossMr*** stated that no damage was caused during his stay at the propertyUnder the heading "VACATION RENTAL DAMAGE COVERAGE" it states "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."
Mr*** has denied responsibility for all of the damages claimedThis policy only pays for damages caused by the Insured or their guestsTherefore, the claim was denied and our
decision remains unchanged
If you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***Please ensure the claim number is included with your responseSincerely,
*** ***
*** Technical Claims Specialist
CC: *** *** ***
*** *** / Director of Claims
Dear Ms***:CSA Travel Protection and Insurance Services represents *** *** *** as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated July 20, 2015, notifying us of the complaint filed by Ms***Ms
*** booked a rental with *** *** *** *** with scheduled travel dates ofJuly 28, to August 01, The travel insurance plan was purchased on June 07, 2015.At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan'scoverage and coverage restrictions, were emailed to her.Ms***'s boyfriend, *** *** ***, is serving in the Army and was supposed toreturn to *** from *** on July 17, Due to an extension, he will not be returninguntil August 17, Therefore, the trip to *** *** *** had to be canceledThe policy only provides benefits for a trip cancellation that is caused by one of the plan'sspecific listed Covered Events"Trip Cancellation Benefit- Covered Events Yourpreviously granted military leave being revokedThe leave must be approved prior to yourcoverage becoming effective, and official written revocation notice from your commandingofficer will be required"We have been provided with documentation confirming *** ***'s time in *** had beenextendedHowever, we have not received confirmation that the military leave had beenapproved prior to the effective date, and then revokedUpon receipt of this documentation, wecan continue to process the claimIf you have any questions, please feel free to contact us at *** ***, by email at*** or by FAX at *** ***Sincerely,
*** *** *** *** ***
cc: *** *** ***
*** *** * *** ** ***
CSA Travel Protection and insurance Services is the administrator of the travel
protection plan that was purchasedWe are in receipt of your email dated 4/16/16, notifying us of the complaint filed by Ms***Ms*** purchased the travel insurance plan on 3/22/16, with a Trip Cancellation coverage effective date of 3/23/At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to herMs*** states that she was to fly through Istanbul, Turkey on her way to Naples, Italy during her scheduled travel dates of 5/09/to 5/17/She references two bombing incidents that occurred in Istanbul on 2/17/and 3/19/16, and that subsequently the State Department issued a travel warning to TurkeyThe Description of Coverage, under the heading Coverages and Benefits, states the following:
“This plan covers you for certain unforeseeable events that occur while your coverage is in effect." The Description of Coverage lists the eleven covered events that would allow benefits for a Pre-Departure Trip CancellationIncluded in the covered Reasons for Cancellation and Interruption is the following:
"a Terrorist Act, which occurs in your departure city or in a city that is a scheduled destination for your Trip, provided the Terrorist Act occurs within days of the Scheduled Departure Date of your Trip"Coverage is also subject to the plan's terms and General Plan Exclusions:
"The following exclusions apply to all coverages:
We will not pay for any loss under the plan caused by, or resulting froma 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."
A government travel Warning is not one of the sisted covered events that would allow payment of benefitsThe Terrorist Acts referenced in Ms***'s complaint occurred before the policy went into effect, and did not occur within days of the Trip's Scheduled Departure DateTherefore, we are unable to provide payment for this claimA copy of the Description of Coverage is enclosed for your review,
If you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***Please ensure the claim number is included with your responseSincerely,
*** ***
SrTechnical Claims Specialist
cc: *** *** / Director of Claims
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAfter filing this Revdex.com complaint disclosures were found in junk mail (see response letter to ** Dept of Insurance complaint for further detail.) We do not accept this response from CSA for the following reasons:
Disclosures are not transparent and are only made after purchaseLittle insurance is actually provided considering extensive exclusions detailed in fine print that, in our case, was not apparent until after a claim was made (and denied)Further, the Right To Cancel (10-day free look) is difficult to find (mentioned in same email.) Had the right to cancel been received with exclusions, we would have cancelled the plan and requested a premium refundPerhaps
CSAs response did not address misleading advertising On-line descriptions indicate insurance covers cancellation for any reason *** *** *** recently covered a story on 8/16/for similar travelers that thought they had cancellation insurance but their claim due to pregnancy was deniedEven the name "Cancellation Insurance" is misleading; Disaster Insurance would be more accurate considering exclusionsThe point is that practices are deceptiveWe are the type that read disclosures and policies carefully, and information to make an informed decision were not apparentDisclosures should be easy to find and highlight exclusions and right to cancel before purchaseAlso, in our case, we didn't travel due to poor driving conditions caused by adverse weather, but because roads weren't closed insurance was denied (based on exclusions) However a reasonable person would not travel into bad and worsening conditions where closures and flooding are likely, and would expect travel protection to cover such an event
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Details that were requested by CSA were sent the same day and we have received no further action to resolve this matterWe are still waiting on payments
Regards,
*** ***
In August of my boyfriend and I booked a week trip overseas for April We purchased insurance with the trip because you never know! Long story short; in November of my father was taken to the emergency room for unusual symptomsHe was given an MRI and right then and there diagnosed with cancerAfter a rushed surgery to remove a tumor in his brain and a few months of treatment he decided to forego radiation and live out his days the best he couldI remind you this is back in November when he was diagnosed; in early we cancelled our tripWe are now in August of 2016, my father is literally on his death bed, we've filed a claim and sent the paperwork that's required (multiple times) and the message we keep receiving is "this is insufficient." Maybe we misunderstood or perhaps the fine print the cancellation and refund policy for "family health" is different than our skewed version, but I believe terminal cancer is pretty good reason to cancel a vacationThere have been no specifics as to what we are missing, they just keep emailing us the same paperwork claiming that they need more information of the patientHis name, DOB, diagnoses, SS, Drwho treated him, a personal letter from the Dr., phone numbers, signatures, HIPAA release of patient information form, start and end dates of treatment, and addresses are apparently insufficientNeedless to say I am bewildered this company is still in businessCSA is a crooked company and a waste of perfectly good real estate on the internet and in the yellow pages, where I would prefer to see an advertisement for a company that is ethical and treats customers like humans
CSA Travel Protection and Insurance Services is the administrator of the travel
protection plan that was purchasedWe are in receipt of your email dated April 15, 2016, notifying us of the complaint filed by Ms***Ms*** canceled her trip on March 14, 2016, due to her illnessThe policy provides benefits for a trip cancellation caused by illness when certain requirements are metCoverage is provided for: "Trip Cancellation due to Sickness, Injury or death of you that occurs before departure on your TripThe Sickness or Injury must commence while coverage is in effect, require the examination by a Physician, in person, at the time of Trip Cancellation or delay and, in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Trip or delay your arrival on your Trip."
Based on the information provided, Ms*** did not seek in-person treatment by a Physician at the time of Trip CancellationThere is no documentation to confirm an illness commenced while coverage was in effect, or that a doctor deemed her disabled from taking the TripThe medical documentation provided was for an illness that was treated on March 27, 2016, after coverage had ended and the travel dates had passedPolicy requirements that would allow payment of benefits were not metAs such, we must reaffirm our decision that no benefits are payable for this claim
If you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***, Please ensure the claim number is included with your responseSincerely,
*** ***
SrTechnical Claims Speqialist
cc: *** *** / Director of Claims
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.At the time of booking, there was at no time a list of exemptions that were displayedThere was only the travel protection offer madeI am not looking to get caught up in semantics hereI am a commercial jet pilot and have been for yearsI, like the other million people in in this country have available to them multiple sources of weather informationI had watched this storm developing for the days prior, as we all know Hurricane forecasting is a very inexact science as to where it will make landfallI had planned on flying privately to Key West on the 30thMultiple weather sources showed that this would be foolish and unsafe, this was a very large area of weather spanning the state of FloridaDriving, however was still an optionOn the morning of the 29th, there were multiple news broadcast advising against unnecessary travel due to heavy rainfall from Tampa across central FloridaDriving was no longer an option eitherThe Keys are one of the most dangerous places to be during any Tropical disturbance because of their proximity to sea levelI am married and have been for years and consider myself to be a reasonable personThis denial of this claim is nothing more than a company offering a service and then refusing to honor the terms that were promised based on a myriad of excuses I have left voicemails stating that I would like to make a formal appeal to the denialMr *** has not contacted me, nor has anyone responded from *** *** after my formal complaint was filedThe facts are this, trip was booked well in advance of intended travel, travel insurance was purchased via the app at the point of sale on the booking, every attempt was made to make this trip happen within a reliable measure of safety, there was no clause at the time of booking that stated the government must officially announce an evacuationI am asking for full reimbursement for this tripI am nothing more than a reasonable consumer who purchased a protection plan against unforeseen travel interruptionsHurricane Hermine is definitely a legitimate reason for a trip cancellation to the state of Florida as I am sure that the vicitms of Andrew, or the other deadly hurricanes that have struck Florida in the last years can attest
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 the business states that I did not seek an in person examination That is not true I did try to get an appointment and sent documentation stating the same CSA said that I should have gone to a Patient First type facility to get the paper work completed While it may have met the TECHNICAL requirements, it would not have met the ETHICAL intent of the policy Had I done as they suggested, it would not have been as valid as the measure I did take I contacted my physician who has been treating me for a medical condition and who knows my history related to my condition That IS NOT the case from a doctor at a walk in facility I could have told him/her anything and because I had physically walked into the facility as specified in the policy, I should have been granted coverage
Regards,
*** ***
Dear Ms***:
5pt;">CSA Travel Protection and Insurance Services represents *** *** *** as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated December 01, 2015, notifying us of the complaint filed by Ms***Ms*** booked and paid for a trip to the Dominican Republic on May 02, The travel insurance plan was purchased on May 15, 2015, with a Trip Cancellation coverage effective date of May 16, The trip was canceled on May 19, 2015, due to the death of a family member,
According to the medical documentation obtained to investigate the claim, the patient was admitted to the hospital prior to the purchase of the insurance planThe condition continued to worsen resulting in the patient's passing on May 19, Coverage is provided due to the death of a family member, subject to the plan's terms and conditionsThe plan states under the heading "GENERAL EXCLUSIONS
We will not pay for any loss under this Policy, caused by, or resulting from...sa loss that results from an illness, disease, or other condition, event or circumstance which occurs at a time when coverage is not in effect for you;
tany issue or event that could have been reasonably foreseen or expected when you purchased the coverage"The illness began prior to coverage going into effect, and the passing was reasonably foreseen or expected when the policy was purchasedTherefore, we must reaffirm our original decision that no benefits are payable for this claim
If you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***Sincerely,
*** *** *** *** *** ***
CC: *** *** ***
*** *** / *** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action which is to deny our claim without any investigation would not resolve my complaint. For your reference, details of the offer I reviewed appear below
CSA Travel Protection continues to not take any responsibility simply because the renter has denied doing the additional damagesThey have done no further investigation of our claim It only makes common sense that she did do the damages since she admits that her dogs were in the bedrooms and scratched the back of the doors that they also urinated on the carpet since they were left unattended in our home We are willing to resolve this claim with CSA and would accept $for the carpet cleaning which we had to incur immediately after the renter checked outPlease find attached documents which we have sent to CSA with photos of the damages, invoices for repair and our housekeepers statement
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 insurance policy emailed to me on the date of purchased stated coverage for Rental Car Damage but it did not state in any way "excluding motor bike"However, I can go with thatWhat I cannot accept are that following:
Why kept us in Mexico for days and trying to get us to accept flying on a commercial flight even when they were advised by the medical specialist not to do sohad we been flown out before via an air ambulance to get the appropriate treatment, today I would be fine and my face would not be disfiguredI have in my possession the letter advising CSA NOT to fly me on a commercial flight
CSA sent me an email that they are prepared to make PARTIAL PAYMENT to my claimHowever, they have not stated what constitutes PARTIAL payment
I would like for CSA to agree to make reparation for pain and suffering for having delaying my appropriate medical treatment which resulted in me having a disfigured face
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowIn their response they write "We were provided with claim documentation showing that during the rental, doors and the walls were damaged, and a humidifier was brokenIn order to issue payment to Mr***, we need the named insured, Mr***, to sign an Assignment of Benefits We also need actual receipts and invoices from Mr*** to verify the cost of repairsUpon receipt, we can continue processing the claim."
Attached is my claim and backup documentation and photos I just texted Mr*** Then he called me back and said they did not send him any papers to sign He also said that he told them to make the payments to me He also sent them an email stating the sameAdditionally, in their claim form (Attachment page 1) they state to provide "The repair/replacement invoice, receipt, or estimate;" Notice its says OR I provided estimates from reputable corporation that provides construction repair estimates to each Zip Code area in US Their website is ***I had to do the work myself because I had new guests renting the house next weekend I drove miles round trip from my home in *** *** ** to *** *** *** ** to do the repairs There was no time to find a contractor and have the work done in such a short time in a very busy ski season They do not accept the estimatesOn page to of the attachment, you will find pictures of the completed work done by meI hope you can help resolve this issue and have them pay for my efforts
Regards,
*** ***
CSA Travel Protection and Insurance Services represents Generali U.SBranch as the administrator of the travel protection plan that was selectedWe are in receipt of your email dated 9/21/16, with additional information from Mr***We are going to send the records for a medical reviewOnce the review is complete, we can determine if a change in the claims decision will be madeIf 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-Please ensure the claim number is included with your responseSincerely,
*** ***
SrTechnical Claims Spécialist
*** *** *** ***
*** ***
/ Director of Claims
CSA has been very slow to answer my emails and voice messages and even slower with processing my claim regarding my cancelled flight and subsiquent losses.They are requesting double documentation such as a paid receipt and a copy of my paid credit card bill for the same expenseMy claim is now five weeks old and the CSA rep is yet to contact the airlines to verify the cancellationI have taken matters into my own hands and have requested a written document from United Air stating the reason for the flight cancellationMy impression of CSA is that they want me to get so frustrated jumping through all their hoops that I will drop the claim, which will not happenI will never purchase travel insurance from CSA again
September 9,
Re: Name: *** ***
Revdex.com ID #***
CSA Policy #***
Dear Ms***,
CSA Travel Protection is the administrator of the travel protection plan that *** *** purchased on July 9, We are in receipt of your follletter on this case dated September 5, 2014, as well as the supporting documentation submitted to the Revdex.com by Mr***
We regret that we did not successfully receive the supporting documentation in a timely manner, and ultimately missed the opportunity to adjust the insurance policy to suit Mr***'s new itineraryIn light of these email transmission issues, and the statement that an alternative insurance policy had to be purchased to insure the new itinerary, GSA issued a full refund of this plan cost yesterdayMr*** should see this refund on his statement in the near future, and can call our Customer Service Department with any questions
We appreciate Mr***'s feedback regarding our service and technical issuesGSA is committed to providing optimal service to our customers and partners, and will take this opportunity to work with our technology departments to further test for errors in email transmissions
If there is anything additional you need from CSA, please do not hesitate to contact me directly at (858) 810-or ***@csatp.com
Sincerely,
*** ***
Compliance Manager
Cc: *** ***
*** *** Lane
*** ***, CA ***
*** ***
Vice President of Operations
CSA Travel Protection
Dear Ms***:CSA Travel Protection and Insurance Services represents *** *** *** as theadministrator of the travel protection plan that was purchasedWe received your email datedAugust 28, 2015, notifying us of the complaint filed by Mr***Mr***
indicated in his complaint that there was a delay in finalizing his claim and receivinga return telephone call from the claims representative's supervisorThe claim has been finalizedand Mr*** was contacted regarding the payment statusWe regret any inconveniencecaused to Mr***.If you have any questions, please feel free to contact us at *** ***, by email at*** or by FAX at *** ***Please ensure the claim numberis included with your responseSincerely,
*** *** Sr*** *** ***
cc: *** *** ***
*** *** / *** ** ***
CSA Travel Protection and Insurance Services is the administrator of the travel
protection plan that was purchasedWe received your email dated June 01, 2016, notifying us of the complaint filed by Ms***This trip cancellation claim was originally denied because the illness of traveler *** *** commenced before the policy went into effectWe received additional medical documentation that indicated that another traveler, *** ***, also became illBecause ***'s illness began after the policy went into effect, we were able to provide benefits for the claimPayment of $should be mailed this week, calculated as follows:
Pre-Departure Trip Cancellation Benefits: $10,US Dollars trip cost - $purchase guarantee = $10,- $9,refund by Flight Network = $payableRegarding the request for the reimbursement of the Flight Network cancellation fees, the policy purchased states "we will reimburse you, up to the amount in the Schedule, for the amount of prepaid, forfeited, nonrefundable payments or deposits that you paid for your Trip." As the cancellation fees charged by Flight Network are not a prepaid, forfeited, nonrefundable payment or deposit that was paid for the Trip, we are unable to provide benefits for this portion of the claimIf you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***Sincerely,
*** ***
SrTechnical Claims Specialist
cc: *** *** / Director of Claims
CSA Travel Protection and Insurance Services represents Generali U.SBranch as the
administrator of the travel protection plan that was purchased
The policy in reference covers the renter, *** ***, against accidental damage done to
the vacation rental property
owned by the claimant *** ***The scheduled travel dates
were March 20, to March 24, Mr*** submitted a claim for carpet replacement
due to staining for $,
We contacted Ms*** to verify that the damage was caused by her or a guest in the unitShe
indicated that she was not responsible for any of the damaged items being claimedThis policy
only pays for damages caused by the insured or their guests
Under the heading "VACATION RENTAL DAMAGE COVERAGE" it states "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
Actual Cash Value of the property, up to the amount shown in the Schedule."
The insured, *** ***, has indicated that she was not responsible for any of the damage
claimedTherefore, we are unable to provide benefits for this claim
If you have any questions, please feel free to contact us at ###-###-####, by email at
[email protected] or by FAX at ###-###-####Please ensure the claim number
is included with your response
Sincerely,
*** ***
Claims Department
Dear Ms***:
5pt;">CSA Travel Protection and Insurance Services represents *** *** *** as the administrator of the travel protection plan that was purchasedVitaly *** rented a property from *** *** with scheduled travel dates of December 30, to January 03, The Property Damage Protection coverage was purchased on November 16, by Mr***, who is the Insured under this planAt that time the Description of Coverage, outlining the plan's coverage and coverage restrictions, was emailed to Mr***On January 06, 2016, we received claim documents from Mr*** indicating that during Mr***'s stay at the property there was damage to the kitchen faucet and the sliding glass door jam, and the property was left in an unclean mannerThe original amount claimed for the damage repair, cleaning, and mileage was $1,We contacted Mr*** to confirm the facts of lossMr*** stated that no damage was caused during his stay at the propertyUnder the heading "VACATION RENTAL DAMAGE COVERAGE" it states "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."
Mr*** has denied responsibility for all of the damages claimedThis policy only pays for damages caused by the Insured or their guestsTherefore, the claim was denied and our
decision remains unchanged
If you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***Please ensure the claim number is included with your responseSincerely,
*** ***
*** Technical Claims Specialist
CC: *** *** ***
*** *** / Director of Claims
Dear Ms***:CSA Travel Protection and Insurance Services represents *** *** *** as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated July 20, 2015, notifying us of the complaint filed by Ms***Ms
*** booked a rental with *** *** *** *** with scheduled travel dates ofJuly 28, to August 01, The travel insurance plan was purchased on June 07, 2015.At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan'scoverage and coverage restrictions, were emailed to her.Ms***'s boyfriend, *** *** ***, is serving in the Army and was supposed toreturn to *** from *** on July 17, Due to an extension, he will not be returninguntil August 17, Therefore, the trip to *** *** *** had to be canceledThe policy only provides benefits for a trip cancellation that is caused by one of the plan'sspecific listed Covered Events"Trip Cancellation Benefit- Covered Events Yourpreviously granted military leave being revokedThe leave must be approved prior to yourcoverage becoming effective, and official written revocation notice from your commandingofficer will be required"We have been provided with documentation confirming *** ***'s time in *** had beenextendedHowever, we have not received confirmation that the military leave had beenapproved prior to the effective date, and then revokedUpon receipt of this documentation, wecan continue to process the claimIf you have any questions, please feel free to contact us at *** ***, by email at*** or by FAX at *** ***Sincerely,
*** *** *** *** ***
cc: *** *** ***
*** *** * *** ** ***
CSA Travel Protection and insurance Services is the administrator of the travel
protection plan that was purchasedWe are in receipt of your email dated 4/16/16, notifying us of the complaint filed by Ms***Ms*** purchased the travel insurance plan on 3/22/16, with a Trip Cancellation coverage effective date of 3/23/At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to herMs*** states that she was to fly through Istanbul, Turkey on her way to Naples, Italy during her scheduled travel dates of 5/09/to 5/17/She references two bombing incidents that occurred in Istanbul on 2/17/and 3/19/16, and that subsequently the State Department issued a travel warning to TurkeyThe Description of Coverage, under the heading Coverages and Benefits, states the following:
“This plan covers you for certain unforeseeable events that occur while your coverage is in effect." The Description of Coverage lists the eleven covered events that would allow benefits for a Pre-Departure Trip CancellationIncluded in the covered Reasons for Cancellation and Interruption is the following:
"a Terrorist Act, which occurs in your departure city or in a city that is a scheduled destination for your Trip, provided the Terrorist Act occurs within days of the Scheduled Departure Date of your Trip"Coverage is also subject to the plan's terms and General Plan Exclusions:
"The following exclusions apply to all coverages:
We will not pay for any loss under the plan caused by, or resulting froma 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."
A government travel Warning is not one of the sisted covered events that would allow payment of benefitsThe Terrorist Acts referenced in Ms***'s complaint occurred before the policy went into effect, and did not occur within days of the Trip's Scheduled Departure DateTherefore, we are unable to provide payment for this claimA copy of the Description of Coverage is enclosed for your review,
If you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***Please ensure the claim number is included with your responseSincerely,
*** ***
SrTechnical Claims Specialist
cc: *** *** / Director of Claims
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAfter filing this Revdex.com complaint disclosures were found in junk mail (see response letter to ** Dept of Insurance complaint for further detail.) We do not accept this response from CSA for the following reasons:
Disclosures are not transparent and are only made after purchaseLittle insurance is actually provided considering extensive exclusions detailed in fine print that, in our case, was not apparent until after a claim was made (and denied)Further, the Right To Cancel (10-day free look) is difficult to find (mentioned in same email.) Had the right to cancel been received with exclusions, we would have cancelled the plan and requested a premium refundPerhaps
CSAs response did not address misleading advertising On-line descriptions indicate insurance covers cancellation for any reason *** *** *** recently covered a story on 8/16/for similar travelers that thought they had cancellation insurance but their claim due to pregnancy was deniedEven the name "Cancellation Insurance" is misleading; Disaster Insurance would be more accurate considering exclusionsThe point is that practices are deceptiveWe are the type that read disclosures and policies carefully, and information to make an informed decision were not apparentDisclosures should be easy to find and highlight exclusions and right to cancel before purchaseAlso, in our case, we didn't travel due to poor driving conditions caused by adverse weather, but because roads weren't closed insurance was denied (based on exclusions) However a reasonable person would not travel into bad and worsening conditions where closures and flooding are likely, and would expect travel protection to cover such an event
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Details that were requested by CSA were sent the same day and we have received no further action to resolve this matterWe are still waiting on payments
Regards,
*** ***
In August of my boyfriend and I booked a week trip overseas for April We purchased insurance with the trip because you never know! Long story short; in November of my father was taken to the emergency room for unusual symptomsHe was given an MRI and right then and there diagnosed with cancerAfter a rushed surgery to remove a tumor in his brain and a few months of treatment he decided to forego radiation and live out his days the best he couldI remind you this is back in November when he was diagnosed; in early we cancelled our tripWe are now in August of 2016, my father is literally on his death bed, we've filed a claim and sent the paperwork that's required (multiple times) and the message we keep receiving is "this is insufficient." Maybe we misunderstood or perhaps the fine print the cancellation and refund policy for "family health" is different than our skewed version, but I believe terminal cancer is pretty good reason to cancel a vacationThere have been no specifics as to what we are missing, they just keep emailing us the same paperwork claiming that they need more information of the patientHis name, DOB, diagnoses, SS, Drwho treated him, a personal letter from the Dr., phone numbers, signatures, HIPAA release of patient information form, start and end dates of treatment, and addresses are apparently insufficientNeedless to say I am bewildered this company is still in businessCSA is a crooked company and a waste of perfectly good real estate on the internet and in the yellow pages, where I would prefer to see an advertisement for a company that is ethical and treats customers like humans
CSA Travel Protection and Insurance Services is the administrator of the travel
protection plan that was purchasedWe are in receipt of your email dated April 15, 2016, notifying us of the complaint filed by Ms***Ms*** canceled her trip on March 14, 2016, due to her illnessThe policy provides benefits for a trip cancellation caused by illness when certain requirements are metCoverage is provided for: "Trip Cancellation due to Sickness, Injury or death of you that occurs before departure on your TripThe Sickness or Injury must commence while coverage is in effect, require the examination by a Physician, in person, at the time of Trip Cancellation or delay and, in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Trip or delay your arrival on your Trip."
Based on the information provided, Ms*** did not seek in-person treatment by a Physician at the time of Trip CancellationThere is no documentation to confirm an illness commenced while coverage was in effect, or that a doctor deemed her disabled from taking the TripThe medical documentation provided was for an illness that was treated on March 27, 2016, after coverage had ended and the travel dates had passedPolicy requirements that would allow payment of benefits were not metAs such, we must reaffirm our decision that no benefits are payable for this claim
If you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***, Please ensure the claim number is included with your responseSincerely,
*** ***
SrTechnical Claims Speqialist
cc: *** *** / Director of Claims
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.At the time of booking, there was at no time a list of exemptions that were displayedThere was only the travel protection offer madeI am not looking to get caught up in semantics hereI am a commercial jet pilot and have been for yearsI, like the other million people in in this country have available to them multiple sources of weather informationI had watched this storm developing for the days prior, as we all know Hurricane forecasting is a very inexact science as to where it will make landfallI had planned on flying privately to Key West on the 30thMultiple weather sources showed that this would be foolish and unsafe, this was a very large area of weather spanning the state of FloridaDriving, however was still an optionOn the morning of the 29th, there were multiple news broadcast advising against unnecessary travel due to heavy rainfall from Tampa across central FloridaDriving was no longer an option eitherThe Keys are one of the most dangerous places to be during any Tropical disturbance because of their proximity to sea levelI am married and have been for years and consider myself to be a reasonable personThis denial of this claim is nothing more than a company offering a service and then refusing to honor the terms that were promised based on a myriad of excuses I have left voicemails stating that I would like to make a formal appeal to the denialMr *** has not contacted me, nor has anyone responded from *** *** after my formal complaint was filedThe facts are this, trip was booked well in advance of intended travel, travel insurance was purchased via the app at the point of sale on the booking, every attempt was made to make this trip happen within a reliable measure of safety, there was no clause at the time of booking that stated the government must officially announce an evacuationI am asking for full reimbursement for this tripI am nothing more than a reasonable consumer who purchased a protection plan against unforeseen travel interruptionsHurricane Hermine is definitely a legitimate reason for a trip cancellation to the state of Florida as I am sure that the vicitms of Andrew, or the other deadly hurricanes that have struck Florida in the last years can attest
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 the business states that I did not seek an in person examination That is not true I did try to get an appointment and sent documentation stating the same CSA said that I should have gone to a Patient First type facility to get the paper work completed While it may have met the TECHNICAL requirements, it would not have met the ETHICAL intent of the policy Had I done as they suggested, it would not have been as valid as the measure I did take I contacted my physician who has been treating me for a medical condition and who knows my history related to my condition That IS NOT the case from a doctor at a walk in facility I could have told him/her anything and because I had physically walked into the facility as specified in the policy, I should have been granted coverage
Regards,
*** ***
Dear Ms***:
5pt;">CSA Travel Protection and Insurance Services represents *** *** *** as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated December 01, 2015, notifying us of the complaint filed by Ms***Ms*** booked and paid for a trip to the Dominican Republic on May 02, The travel insurance plan was purchased on May 15, 2015, with a Trip Cancellation coverage effective date of May 16, The trip was canceled on May 19, 2015, due to the death of a family member,
According to the medical documentation obtained to investigate the claim, the patient was admitted to the hospital prior to the purchase of the insurance planThe condition continued to worsen resulting in the patient's passing on May 19, Coverage is provided due to the death of a family member, subject to the plan's terms and conditionsThe plan states under the heading "GENERAL EXCLUSIONS
We will not pay for any loss under this Policy, caused by, or resulting from...sa loss that results from an illness, disease, or other condition, event or circumstance which occurs at a time when coverage is not in effect for you;
tany issue or event that could have been reasonably foreseen or expected when you purchased the coverage"The illness began prior to coverage going into effect, and the passing was reasonably foreseen or expected when the policy was purchasedTherefore, we must reaffirm our original decision that no benefits are payable for this claim
If you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***Sincerely,
*** *** *** *** *** ***
CC: *** *** ***
*** *** / *** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action which is to deny our claim without any investigation would not resolve my complaint. For your reference, details of the offer I reviewed appear below
CSA Travel Protection continues to not take any responsibility simply because the renter has denied doing the additional damagesThey have done no further investigation of our claim It only makes common sense that she did do the damages since she admits that her dogs were in the bedrooms and scratched the back of the doors that they also urinated on the carpet since they were left unattended in our home We are willing to resolve this claim with CSA and would accept $for the carpet cleaning which we had to incur immediately after the renter checked outPlease find attached documents which we have sent to CSA with photos of the damages, invoices for repair and our housekeepers statement
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 insurance policy emailed to me on the date of purchased stated coverage for Rental Car Damage but it did not state in any way "excluding motor bike"However, I can go with thatWhat I cannot accept are that following:
Why kept us in Mexico for days and trying to get us to accept flying on a commercial flight even when they were advised by the medical specialist not to do sohad we been flown out before via an air ambulance to get the appropriate treatment, today I would be fine and my face would not be disfiguredI have in my possession the letter advising CSA NOT to fly me on a commercial flight
CSA sent me an email that they are prepared to make PARTIAL PAYMENT to my claimHowever, they have not stated what constitutes PARTIAL payment
I would like for CSA to agree to make reparation for pain and suffering for having delaying my appropriate medical treatment which resulted in me having a disfigured face
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowIn their response they write "We were provided with claim documentation showing that during the rental, doors and the walls were damaged, and a humidifier was brokenIn order to issue payment to Mr***, we need the named insured, Mr***, to sign an Assignment of Benefits We also need actual receipts and invoices from Mr*** to verify the cost of repairsUpon receipt, we can continue processing the claim."
Attached is my claim and backup documentation and photos I just texted Mr*** Then he called me back and said they did not send him any papers to sign He also said that he told them to make the payments to me He also sent them an email stating the sameAdditionally, in their claim form (Attachment page 1) they state to provide "The repair/replacement invoice, receipt, or estimate;" Notice its says OR I provided estimates from reputable corporation that provides construction repair estimates to each Zip Code area in US Their website is ***I had to do the work myself because I had new guests renting the house next weekend I drove miles round trip from my home in *** *** ** to *** *** *** ** to do the repairs There was no time to find a contractor and have the work done in such a short time in a very busy ski season They do not accept the estimatesOn page to of the attachment, you will find pictures of the completed work done by meI hope you can help resolve this issue and have them pay for my efforts
Regards,
*** ***
CSA Travel Protection and Insurance Services represents Generali U.SBranch as the administrator of the travel protection plan that was selectedWe are in receipt of your email dated 9/21/16, with additional information from Mr***We are going to send the records for a medical reviewOnce the review is complete, we can determine if a change in the claims decision will be madeIf 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-Please ensure the claim number is included with your responseSincerely,
*** ***
SrTechnical Claims Spécialist
*** *** *** ***
*** ***
/ Director of Claims
CSA has been very slow to answer my emails and voice messages and even slower with processing my claim regarding my cancelled flight and subsiquent losses.They are requesting double documentation such as a paid receipt and a copy of my paid credit card bill for the same expenseMy claim is now five weeks old and the CSA rep is yet to contact the airlines to verify the cancellationI have taken matters into my own hands and have requested a written document from United Air stating the reason for the flight cancellationMy impression of CSA is that they want me to get so frustrated jumping through all their hoops that I will drop the claim, which will not happenI will never purchase travel insurance from CSA again
September 9,
Re: Name: *** ***
Revdex.com ID #***
CSA Policy #***
Dear Ms***,
CSA Travel Protection is the administrator of the travel protection plan that *** *** purchased on July 9, We are in receipt of your follletter on this case dated September 5, 2014, as well as the supporting documentation submitted to the Revdex.com by Mr***
We regret that we did not successfully receive the supporting documentation in a timely manner, and ultimately missed the opportunity to adjust the insurance policy to suit Mr***'s new itineraryIn light of these email transmission issues, and the statement that an alternative insurance policy had to be purchased to insure the new itinerary, GSA issued a full refund of this plan cost yesterdayMr*** should see this refund on his statement in the near future, and can call our Customer Service Department with any questions
We appreciate Mr***'s feedback regarding our service and technical issuesGSA is committed to providing optimal service to our customers and partners, and will take this opportunity to work with our technology departments to further test for errors in email transmissions
If there is anything additional you need from CSA, please do not hesitate to contact me directly at (858) 810-or ***@csatp.com
Sincerely,
*** ***
Compliance Manager
Cc: *** ***
*** *** Lane
*** ***, CA ***
*** ***
Vice President of Operations
CSA Travel Protection
Dear Ms***:CSA Travel Protection and Insurance Services represents *** *** *** as theadministrator of the travel protection plan that was purchasedWe received your email datedAugust 28, 2015, notifying us of the complaint filed by Mr***Mr***
indicated in his complaint that there was a delay in finalizing his claim and receivinga return telephone call from the claims representative's supervisorThe claim has been finalizedand Mr*** was contacted regarding the payment statusWe regret any inconveniencecaused to Mr***.If you have any questions, please feel free to contact us at *** ***, by email at*** or by FAX at *** ***Please ensure the claim numberis included with your responseSincerely,
*** *** Sr*** *** ***
cc: *** *** ***
*** *** / *** ** ***
CSA Travel Protection and Insurance Services is the administrator of the travel
protection plan that was purchasedWe received your email dated June 01, 2016, notifying us of the complaint filed by Ms***This trip cancellation claim was originally denied because the illness of traveler *** *** commenced before the policy went into effectWe received additional medical documentation that indicated that another traveler, *** ***, also became illBecause ***'s illness began after the policy went into effect, we were able to provide benefits for the claimPayment of $should be mailed this week, calculated as follows:
Pre-Departure Trip Cancellation Benefits: $10,US Dollars trip cost - $purchase guarantee = $10,- $9,refund by Flight Network = $payableRegarding the request for the reimbursement of the Flight Network cancellation fees, the policy purchased states "we will reimburse you, up to the amount in the Schedule, for the amount of prepaid, forfeited, nonrefundable payments or deposits that you paid for your Trip." As the cancellation fees charged by Flight Network are not a prepaid, forfeited, nonrefundable payment or deposit that was paid for the Trip, we are unable to provide benefits for this portion of the claimIf you have any questions, please feel free to contact us at *** ***, by email at *** or by FAX at *** ***Sincerely,
*** ***
SrTechnical Claims Specialist
cc: *** *** / Director of Claims