Dear Ms* ***:
5pt;">
CSA Travel Protection and insurance Services represents *** *** *** as the administrator of the travel protection plan that was purchased* We are in receipt of your email dated September 13, 2015, notifying us of the complaint filed by Ms* ***
Ms* *** rented a property from Colleen Bell with scheduled travel dates of August 01, to August 08, 2015* The damage protection plan was purchased on January 13, 2015* At that time a Description of Coverage, outlining the plan's coverage and coverage restrictions was emailed to her*
On August 31, 2015, we received a claim for damages from the property owner* The claim was for the repair to a wall caused by a guest intentionally kicking a hole in it for $1,548*00, and for the replacement of a broken futon for $733*00*
The Description of Coverage 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 plan also states, "Coverage is not provided for loss due to: b* your intentional acts or gross negligence"* The damage to the wall was due to an intentional act, and therefore, we are unable to issue benefits for that portion of the claim* Payment for the futon replacement is being issued to the homeowner*
If you have any questions, please feel free to contact us at *** ***, by email at claims@csatravelprotection*com or by FAX at *** ***
Sincerely,
*** *** ***
Technical Claims Specialist
cc: *** *** ***
*** *** / Director of Claims
GSA 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 April11, 2014, notifying us of the complaint filed by Ms***
On March 18, 2014,
Ms*** booked a trip through Southern Vacation Rentals with
scheduled travel dates of March 26, to March 30, The travel protection plan was
purchased at the time of bookingOn March 19, 2014, Southern Vacation Rentals emailed Ms
*** her Reservation Confirmation, which included a link to review the travel insurance
policy
We were contacted by Ms*** on March 24, 2014, indicating that the trip would have to be
canceledInformation was taken in order to send out claim formsMs*** was informed
that once her claim documents were received, a claims representative would review the file to
determine if benefits would be paidShe was told that payment for the claim would be
determined based on the terms and conditions of the policy
Documents were received March 24, 2014, and reviewed by the claims representative on March
26, The reason for the trip cancellation was because Mr*** could not get time off
from workThis is not one of the plan's Covered Reasons for Trip Cancellation BenefitsA
denial letter was sent on March 27, 2014, and the claims representative reviewed the denial by
telephone with the insured on April 02,
On April 04, 2014, we received a letter of representation from Ms***'s attorneyThe
denial was discussed with the attorney on April 04, 2014, and a denial letter sent to him on April
07,
The policy provides Trip Cancellation Benefits only for the specific reasons listed in the planA
cancellation due to a business obligation is not one of the covered events that would allow
payment of benefitsWe must, therefore, reaffirm our original decision that no benefits can be
paid for this claim
If you have any questions, please feel free to contact us at (800) 541-3522, by email at [email protected] or by FAX at (877) 300-
Sincerely,
*** ***
SrTechnical Claims Specialist
Dear Ms***,
5pt;">CSA Travel Protection and Insurance Services is the administrator of the Cancellation Protection plan that you purchased through *** (or its affiliated site) on December 31, We are in receipt of your complaint filed with the Revdex.com of San Diego on February 27, regarding your above numbered planThe Cancellation Protection plan features a 10-day free look period upon purchase, which allows customers to review the Coverage for satisfactionIf customers are not satisfied with our coverage after their review, they are able to cancel their Coverage with days of purchase for a full refundAlthough your cancellation request was received outside this 10-day Window on January 11, 2016, CSA approved the refund since your reservation was no longer available through the ownerThe cancellation of this policy coverage was successfully processed according to our internal system on January 15, 2016, but it appears there was an error with the transmission through ***'s merchant accountOur records indicate this refund failure issue was escalated to *** on January 27, and February 23, In our communication with *** and their merchant account today, they have confirmed a successful reversal of the $chargeThe refund has processed back to the credit card used to pay for the Cancellation Protection today, and should post to the credit card statement in the next 3-daysOn behalf of all parties involved, we apologize for the delay and the inconvenience this issue has causedCSA is Committed to providing optimal service to our customers and partners, and we appreciate the opportunity to audit our processes to ensure any Service issues can be addressed appropriatelyIf you have any questions, or require any further information, please do not hesitate to contact me directly at *** *** or ***Sincerely,
*** ***
Director of Compliance & Licensing
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
On February 1, the World Health Organization (WHO) emergency committee declared the Zika Virus a Public Health Emergency Of International Concern (PHEIC), which is "an extraordinary event which is determined to constitute a public health risk through the international spread of disease." The National Institute of Health calls the Zika Virus a Pandemic in Progress The Center for Disease Control (CDC) health authorities declared an increase in Guillain-Barré syndrome(GBS) associated with ZikaThis is a neurological condition where a person’s own immune system damages the nerve cells, leading to muscle weakness, parallelization and death. The muscles of the face that control eye movement or swallowing become weak which affects breathing resulting in the need for a breathing tube to help them breatheThe World Health Organization (WHO) has reported that men traveling in areas with Zika outbreak who get bitten by a mosquito carrying Zika could later transmit the virus through sexual intercourse, which will cause me to contact the Zika Virus and all it's side-effects
According to a CSA's Description of Coverage the following exclusion applies to the Medical and Dental, Trip Cancellation, Trip Interruption, and Travel Delay coverages: We will not pay for loss or expense caused by or incurred resulting from a Pre-Existing Condition, as defined in the Definitions section, including death that results there fromThis Exclusion does not apply provided you meet the following requirements:
Item
states " Being unable to undergo a vaccination or inoculation, due to a medical reason, that is announced and published as required for entry into a country of destination while on your Trip.
The vaccination or inoculation must be unannounced and unpublished to the public at the time your coverage is purchased."
On February 2, India's Bharat Biotech International made available the World's First Zika Virus Vaccine. Entrance in to India requires a yellow fever vaccination certificate. According to CDC if a person is allergic to eggs or poultry they can not be given the yellow fever vaccinationReceiving the yellow fever vaccination will result in negative events include life-threatening allergic reaction, disease affecting the nervous system, and disease affecting certain internal organs
Inasmuch as *** *** is allergic to eggs resulting in him unable to receive the Yellow Fever Vaccine due to a medical reason, which prevented him entry to India resulting in him not receive the Zika Virus Vaccaine due to a medical reason.
Due to the extenuating circumstances of this situation I am requesting CSA allow payment of this claim in the amount of $This will be considered payment in full and the claim can be considered closed
Sincerely,
*** ***
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.I am not satisfied with the same story they had told me beforeCSA has been difficult to deal with and unreasonable in their expectations that I could foretell the future surgery of my father before he ever had any testing or even met his surgeonI would like my money back for not only the vacation, but also the money I spent on this worthless insuranceThey (CSA) have no intention of assisting anyone who has an unplanned family health situation which makes it impossible to travel for the previously planned vacationPlease see the attached letter from my father's surgeon who agrees that I had no way of knowing that this would happen at the time I bought the insurance and planned the vacation.
Regards,
*** ***
Dear Ms***:
GSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was selectedWe are in receipt of your email dated March 12, 2014, notifying us of the
complaint filed by Mr***
Mr***
filed a claim for additional transportation expenses incurred to reach his original
destination due to a flight delayWe have confirmed the delay was caused by a reason that would
allow payment of benefitsThe claim is being reopened and we will issue payment within the coming
week
If you have any questions, please feel free to contact us at (800) 541-3522, by email at [email protected] or by FAX at (877) 300-8670.
Sincerely,
*** *** ***
Claims Department Supervisor
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
Regards,
*** *** I spoke with *** at *** ** *** *** and they approved my request
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.If this laminate was still in production I would be in agreement with only repairing the damaged counter but it is not and therefore will not match the others which is not acceptableI delayed turning in claim looking to find a match but was unsuccessful which is the only reason requesting full replacement of a like material.
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.We reject because the company has not proposed action or made an offer to resolve the complaintResponse continues to make the same stipulations which only further support our positionThe last company message further supports that exclusions are extensive and difficult to find as follows; "Description of Coverage on panel 5" and "The plan exclusions are listed on panels 9, 10, and 11." That's THREE PAGES of exclusions that are not described until panel 5, and 9-in small print A reasonable consumer would not consider that transparent Answer also supports non-disclosed until after purchase "Description of Coverage is provided to the Insured upon purchase of the plan"We also provided copies of documents clearly showing "Cancellation Protection Confirmation" only after purchaseClearly we are not the only customers with this experience, as evidenced by recent *** *** coverage of a similar case for "Cancellation Protection" that was anything but This is deceptive even in the plan name of "Cancellation Protection" Very little coverage, particularly for cancellation, is in fact provided.
The company response says we may call, email or fax with questions When claim was denied, however, we asked whom we could speak with about claim resolution and were directed to our State Insurance DepartmentIf there is a true desire to resolve our complaint, we would consider an offer to pay the $claim or, at a minimum, refund the $premium Stating the same thing over again and getting the same answers isn't resolving it
CSA's practices may not have broken existing insurance codes, but they are unethical and predatory We are seeking what recourse we can and attempting to advise other consumers via this Revdex.com complaint
Regards,
*** ***
Dear Ms***:
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 September 10, requesting a copy of Mrand Mrs***' insurance policyAttached is a copy of the Description of Coverage for the ***' insurance policyIf 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,
Staci Fletes
Claims Lead
cc; Generali U.SBranch Scott Crabtree / 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 belowAs stated/requested by CSA leave does not get "revoked" by the Army, *** had to revise his leaveHe will be now taking leave at the end of August (pending approval) when his extension is up, when he will be home, not working at *** *** **. It is extremely disappointing how the military can commend *** for his service (shared in the email), keep in *** *** because of his great leadership and service- sending the others home, and yet we be penalized by CSAIf this is how CSA is treating all military, this is ridiculousGreater that additional military personel including his commanding officer were listed on the email provided in the event this information needed to be verifiedYet CSA continues to fail to do the right thing not returning a deposit for a rental property unusedThe the attached orders, ammended were sent to CSA stating that he is through August 17thClearly, he is not approved to be on leave and on vacation in ** if he is working in ***.
PsThis will not let me attach the pdf of ***' orders or his *** *** *** - sent directly from the ARMY. There were sent directly to *** ***Below is further email of his extension to work and commanding officer info
Regards,
*** ***
-----Original Message-----From: *** *** M SSG USARMY MEDCOM *** (US)Sent: Wednesday, July 15, 3:PMTo: *** *** Y SSG USARMY MEDCOM *** (US); ***, *** * ***USARMY MEDCOM *** (US)Cc: *** *** *** USARMY MEDCOM *** (US); *** *** *SSG USARMY MEDCOM *** (US)Subject: RE: DA (UNCLASSIFIED)Classification: UNCLASSIFIEDCaveats: NONE*** ***, Good afternoon*** ***'* *** at *** *** has been extended out to 17AugustHe will need this DA 31, control # ***, canceledThank you,V/R,*** *** *** *** *** ***(Work) ***(Cell) ***-----Original Message-----From: *** *** * *** *** *** *** (US)Sent: Thursday, July 09, 3:PMTo: ***, *** * *** *** *** *** (US)Cc: *** *** * *** *** *** *** (US); *** ***SGT USARMY MEDCOM *** (US)Subject: DA (UNCLASSIFIED)Classification: UNCLASSIFIEDCaveats: NONEGood afternoon *** ***, Attached you will find your approved DA 31.v/r*** ** ***
*** ** *** Medical Company*** work*** BB"Great Leaders Don't Tell You What To Do They Show You How It's Done"Classification: UNCLASSIFIEDCaveats: NONEClassification: UNCLASSIFIEDCaveats: NONE
Attachments area
Preview attachment smime.p7s
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
Thank you for advocating on my behalfThis has been quite an ordeal and something has has made it difficult to mourn our lossI cannot thank you enoughRegards,
*** ***
I purchased trip insurance for airfare and cruise from CSA My experience was not favorable Due to a clerical error in filling out their form on-line, they refused to honor my claim My error did not affect the price of the contract, which was based on the cost of my tripAlthough CSA was following the letter of their contract, they did not follow the spirit, opting instead to use a convenient loop-hole to refuse to pay A request for reconsideration as refused also
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
Regards,
*** *** I see no place in this contract that says not having a visa is a reason for non payment of a claimI feel I made all efforts to remedy the situation including calling Affordable Tours the day before the tour startedAs we were leaving on Apr day before the tour
left on Apr 2015( I had bought my own tickets) I feel at the very least CSA should reimburse me the cost of insurance for that person (300.00) I do not believe anything in this contract should keep them fro m paying the whole amount except after looking on the internet complaints and checking the amounts of complaints filed at your Revdex.com I am not very hopeful they will honor there contract
*** ***
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 March 26, 2016, notifying us of the complaint filed by Mr***Mr*** rented his property to Mr*** with scheduled travel dates of January 15, to January 18, Mr*** purchased the travel insurance plan that provides coverage as follows: "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." '
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 BenefitsWe also need actual receipts and invoices from Mr*** to verify the cost of repairsUpon receipt, we can continue processing the claimIf 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 response,
Sincerely,
*** ***
SrTechnical Claims Specialist
Dear Ms***:CSA Travel Protection and Insurance Services represents *** *** *** as theadministrator of the travel protection plan that was selectedWe are in receipt of your emaildated August 10, 2015, notifying us that Mrand Mrs*** have provided additional informationin regards to their complaintUnfortunately, our original position has not changedThe plan purchased by Mrand Mrs***does not provide reimbursement for all expenses incurredThe intent of the plan is to providereimbursement, up to the policy maximums, for the unused land or water arrangements, certainspecifically-listed additional travel expenses, and medical expenses incurred resulting from Mr.***' illnessAs previously advised, Mrand Mrs*** received a Policy Confirmation Letter when theypurchased their plan which listed the insured travel dates and all policy maximumsThis letterincluded a complete copy of the Description of Coverage for their plan indicating Travel Delaycoverage provides reimbursement, up to the maximum of $per person ($1,perplan), for their additional lodging accommodations, meals, telephone calls, and localtransportation incurred due to Mr***' sicknessThe plan also provides a benefit for Trip CancellationThe Trip Cancellation benefit providesreimbursement of forfeited, non-refundable, non-refunded and unused Payments paid for a Trip,if an Insured is prevented from taking a trip prior to the departure of the tripUnfortunately,because Mrand Mrs*** traveled and were not prevented from taking their trip prior todeparture, i.e., their trip was not cancelled, we are unable to process their claim under the TripCancellation benefitAccording to Mrand Mrs***, Dr*** prohibited Mr*** from travel, causing them notto participate in tours, events, or programs while on the shipHowever, the medical reportprovided by Dr***' does not indicate Mr*** was unable to travelAdditionally, based onthe documentation provided by *** *** and verified with *** *** ***, MrandMrs*** paid for a seven night cruise along with a transfer from the ship to the airport andremained on board the cruise ship for the duration of the seven night cruiseDespite the fact that Mrand Mrs***' ship did not sail as originally planned due to high riverlevels, Mrand Mrs*** chose to stay on the ship, and they accepted the cruise line'salternate itineraryPlease note the plan specifically excludes the: "failure of any tour operator,Common Carrier, or other travel supplier, person or agency to provide the bargained-for travelarrangements other than Financial Insolvency." As previously advised, we have verified with*** *** *** that Mrand Mrs*** continued on their trip, as scheduled, meaning theystayed seven nights on the ship and used the transfer to the airportAs they used all pre-paidarrangements booked with *** *** ***, we are unable to reimburse the full cost of theircruisePlease be advised that although *** *** was willing to arrange and prepay for theirtransportation from A*** to ***, Mrand Mrs***' plan only offers Trip Interruptionbenefits for the unused land or water travel arrangements, plus additional transportationexpenses for thern to return homeAs this transfer was used and was not an additional expenseincurred due to Mr***' illness, we are still unable to provide reimbursement for this expenseMrand Mrs***' are now requesting reimbursement for the "credit balance" with *** and*** *** *** used towards their new airfareAs Mr*** was the patient, his additionalairfare was prepaid by *** *** under his Emergency Assistance and TransportationcoveragePlease note it is *** ***'s standard procedure to attempt to book all newairfare with the same airline as the original airfareAs Mrs*** was not the patient, her addition airfare was reimbursed under her TripInterruption coverageAs stated above, the plan specifically provides reimbursement foradditional transportation expenses, less any refunds paid or payableAs Mrs*** was issueda credit, in lieu of a refund, and the credit was used towards her return flight on May 15, 2015,we are unable to provide benefits for this expense claimedWe have also listened to every telephone conversation between Mrand Mrs*** and EuropAssistance, as a result of their repeated assertions that *** *** informed them theywere covered in full under their Trip Interruption or Trip Cancellation coveragesThe ***'spoke with Eva Collins, our Emergency Assistance & Systems Supervisor on July 1, 2015regarding these callsDuring that telephone conversation, Mrand Mrs*** were told that alltelephone calls between them and *** *** had been reviewedFurthermore, theywere reassured that at no point did *** *** advise them that their expenses would becovered, as we do not predetermine claimsAdditionally, the *** are questioning why they were charged $2,upfront for a $372.56ticket differential for their airfare to return home on May 15, Please be advised in themultiple telephone calls between Mrs*** and *** ***, Mrs*** requested thather additional airfare be in business class or premium economyPlease note the planstates: "Benefits payable for additional transportation expenses will not exceed the cost ofairfare (the same class airfare on which you were originally booked) by the most direct route,less any refunds paid or payable." Despite the fact that they were originally booked in economyclass with an upgraded seat option, we accommodated their request and reimbursed them fortheir new premium economy seatsFinally, Mrand Mrs***' are requesting an additional payment of $for telephonecalls to/from *** ***Per the detailed telephone bill provided by Mrand Mrs***,there were separate charges for calls made to/from *** *** for a total amount of$There are no provisions in the purchased plan for the reimbursement of calls madeto/from *** ***; however, as a courtesy, we issued payment on July 7, in theamount of $for a portion of these calls, and we will be issuing an additional payment inthe amount of $for a total of $All other telephone calls claimed are included in the$1,paid under their Travel Delay coverageIf 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
"">Ms***,Thank you for your response but we still believe we were mislead regarding our Trip Cancellation Insurance policy we purchased through the VRBO websiteWhen we purchased the policy we DID read your "Travel Insurance Policy" to make sure it was what we wantedWe wanted to make sure an illness or death of a non-traveling parent would be covered and on page under definitions (Family Member) we found that yes, it would cover our trip if one of my husband's parents became ill. We see you don't define "cancellation" or "interruption" in this sectionIn our book of synonyms and antonyms we see that synonyms for "cancel" are: delete, erase, call off, rescind, set aside, void and recallIn our Webster's Dictionary they define "cancel" as: to cross out to make invalid to do away with; abolish to neutralize or balance. Using these common definitions we had no way of knowing that YOUR definition of CANCELLATION had a timeline attached; that once our trip began it wasn't "cancelled" but "interrupted". Nowhere does it state the difference between CANCELLATION and INTERRUPTION in your policyOn page of YOUR policy it states when coverage beginsI will quote your policy"Trip Cancellation coverage will take effect at 12:A.M. local time at your location on the day after the date your premium payment is received by us or our authorized agent." "WHEN COVERAGE ENDS YOUR COVERAGE AUTOMATICALLY ENDS ON THE EARLIER OF: THE DATE THE TRIP IS COMPLETED: OR THE SCHEDULED RETURN DATE; OR YOUR ARRIVAL AT THE RETURN DESTINATION ON A ROUND TRIP, OR THE DESTINATION ON A ONE-WAY TRIP; OR CANCELLATION OF THE TRIP COVERED BY THE POLICY."
Ms***, we believe it is obvious why we are so confused as to why we are being denied coverage on this policyThe policy says coverage ends on the scheduled return date which was April 7, If you read the email sent to us that you also attached it states the Trip Cancellation Effective Date as Jan 27, 2015 Mar 17, What that looked like to us is the January date was the date of purchase and the March date was the first day of our tripThose are YOUR Effective datesHow can you say our coverage ended on the first day of our trip?
We have researched Travel Insurance and Trip Cancellation InsuranceOn the "***" website which lists your company as a "trustworthy travel insurance company" they have a list that plans include. Their site states: "Trip Cancellation Travel Insurance Plan Includes: trip cancellation coverage, trip interruption coverage, emergency medical & evacuation coverage and delayed, lost, stolen or damaged luggage." It sounds like someone needs to inform them that your company separates cancellation and interruption insurance policies and misleads customers as a way of denying claimsAs stated in our first Revdex.com communication, we had no reason to believe we needed to purchase "Trip Interruption" insuranceIt wasn't offered and after reading the emailed letter and policy, we believed we were covered for CANCELLATION of our trip before or during our vacationWe had no reasonable expectation of a need for an additional policyWe have read through your General Exclusions and can find NO REASON why our claim should be deniedPlease reconsider our claim of $2,*** & *** ***
----- Original Message -----
From:"*** ***"
To:"***" Cc:"***" Sent:Wed, Apr 17:39:+0000Subject:Revdex.com of San Diego | Complaint ID *** | ***
Re: *** ***
Email: ***
Revdex.com Complaint ID ***
CSA Policy #***
Dear Ms***,
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, 2015. The Cancellation Protection product offers various non-insurance services that are available during your trip, as well as two insurance coverages: Trip Cancellation and Travel Delay. A copy of your Policy Confirmation Letter with the product’s Travel Insurance Policy is attached.
In your phone call with CSA on March 25, 2015, you advised that your stay at the VRBO accommodations were interrupted due to a family emergency and you inquired how to begin a claim for Trip Interruption benefits. The Customer Service Representative advised that the product purchased through VRBO does not contain Trip Interruption benefits for unused arrangements.
We regret that we must reaffirm the information provided in the phone call on March 25, 2015. We work closely with HomeAway.com and their subsidiary sites to ensure the advertising of this product is clear and appropriate, and will take this opportunity to further audit these sites to ensure we are providing optimal service to our customers.
If you have any questions, or require any further information, please do not hesitate to contact me directly at *** *** or ***.
Sincerely,
*** ***
Director of Compliance & Licensing
Enclosure/Attachment: Policy Confirmation Letter for #*** including Travel Insurance Policy
Cc: Revdex.com of San Diego
*** ***
Vice President of Operations
CSA Travel Protection
*** ***, ACP
Director of Compliance and Licensing
Phone*** ***
Fax*** ***
l***
Follow us on***
www.csatravelprotection.com
This e-mail, any attachment and the information contained therein ("this message") may contain information that is privileged, proprietary, confidential and exempt from disclosure and are intended solely for the use of the addressee(s)If you have received this message in error please send it back to the sender and delete itIf you are not the intended recipient, you are notified that unauthorized publication, use, dissemination or disclosure of this message, either in whole or in part, is strictly prohibited----- Original Message -----
From:
***
To:Cc:
Sent:Apr 23:14:+0000Subject:You have a new message from the Revdex.comYou have a new message waiting for you from the Revdex.com in regards to consumer complaint #***Please click on the link below to access the online dispute resolution web site and read this message. If a response is required, please respond through the system, using the link provided.*** *** ** *** *** *** If your email program does not support HTML copy and paste the link below into your browser *** Revdex.com of San Diego (San Diego, CA) *** *** *** *** *** *** *** ** *** Phone: *** Fax: *** Email: *** Web: ***
Regards,
*** ***
Dear Ms***:CSA Travel Protection and Insurance Services represents *** *** *** as theadministrator of the tralvel protection plan that was purchasedWe are in receipt of your emaildated July 13, 2015, notifying us of the complaint filed by Mr***Mr
*** booked a rental with scheduled travel dates of August 15, to August 22,The travel insurance plan was purchased on November 10, At that time a PolicyConfirmation Letter and Description of Coverage, outlining the plan's coverage and coveragerestrictions, were emailed to him.The Policy Confirmation Letter encouraged Mr*** to "Please review your policydocuments carefully, and if you have any questions about your plan please contact ourCustomer Service Department at *** ***Your 10-day free look period expires on Nov20, If you decide to cancel this plan during your free look period and you have not left foryour covered trip or filed a claim, simply contact us to request a full refund."
The Description of Coverage states, "10-DAY RIGHT TO EXAMINE YOUR DESCRIPTION OFCOVERAGE- If you are not satisfied for any reason, you may cancel coverage under the policywithin days after receiptYour premium payment will be refunded, provided that there hasbeen no incurred covered expense and you have not left on your TripReturn the Description ofCoverage to us at the Program Administrators office or our authorized agentWhen so returned,the Description of Coverage is void from the beginningAfter this 10-day period, the payment forthis coverage is nonrefundable."
In April 2015, the trip was canceled due to a family situationA claim was submitted to our officefor the $non-refunded trip costThe reason for the cancellation was not one of the plan'sCovered Events that would allow payment of benefits, and the claim was deniedThe policy was not canceled within the 10-day free look period, and we do not proratepremiumsTherefore, the plan payment is nonrefundable as stated in the policyWe regret thatwe were unable to be of assistance in this matterIf you have any questions, please feel free to contact us at *** ***, by email at*** or by FAX at *** ***Sincerely,
*** *** *** *** *** ***
cc: *** *** ***
*** *** / *** ** ***
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 April14, 2015, notifying us of the complaint filed by Mr***Mr***
canceled his trip due to the illness of his mother and being named in a lawsuitAfter areevaluation of the medical documentation, we determined that benefits would be available dueto the worsening medical condition of his mother.Payment has been entered in the system and should be mailed next week as follows:$668.34- $nonrefundable insurance- $refund by the cruise line = $498.00If you have any questions, please feel free to contact us at *** ***, by email at*** or by FAX at *** ***Sincerely,
*** ***SrTechnical Claims Specialist
cc: Generali U.SBranch
*** *** I Director of Claims
Revdex.com:
Information requested by CSA regarding outstanding claims I'd like to resolve this matter We filed these claims months ago and were told they were paid months ago *** *** $7/30/14-9/30/14 Date Filed 12/29/*** *** $1732.39 9/6/14-2/1/15 Date Filed 6/20/14 Date Sent Additional Documentation to Rep *** *** 7/
Regards,
*** ***
Dear Ms* ***:
5pt;">
CSA Travel Protection and insurance Services represents *** *** *** as the administrator of the travel protection plan that was purchased* We are in receipt of your email dated September 13, 2015, notifying us of the complaint filed by Ms* ***
Ms* *** rented a property from Colleen Bell with scheduled travel dates of August 01, to August 08, 2015* The damage protection plan was purchased on January 13, 2015* At that time a Description of Coverage, outlining the plan's coverage and coverage restrictions was emailed to her*
On August 31, 2015, we received a claim for damages from the property owner* The claim was for the repair to a wall caused by a guest intentionally kicking a hole in it for $1,548*00, and for the replacement of a broken futon for $733*00*
The Description of Coverage 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 plan also states, "Coverage is not provided for loss due to: b* your intentional acts or gross negligence"* The damage to the wall was due to an intentional act, and therefore, we are unable to issue benefits for that portion of the claim* Payment for the futon replacement is being issued to the homeowner*
If you have any questions, please feel free to contact us at *** ***, by email at claims@csatravelprotection*com or by FAX at *** ***
Sincerely,
*** *** ***
Technical Claims Specialist
cc: *** *** ***
*** *** / Director of Claims
GSA 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 April11, 2014, notifying us of the complaint filed by Ms***
On March 18, 2014,
Ms*** booked a trip through Southern Vacation Rentals with
scheduled travel dates of March 26, to March 30, The travel protection plan was
purchased at the time of bookingOn March 19, 2014, Southern Vacation Rentals emailed Ms
*** her Reservation Confirmation, which included a link to review the travel insurance
policy
We were contacted by Ms*** on March 24, 2014, indicating that the trip would have to be
canceledInformation was taken in order to send out claim formsMs*** was informed
that once her claim documents were received, a claims representative would review the file to
determine if benefits would be paidShe was told that payment for the claim would be
determined based on the terms and conditions of the policy
Documents were received March 24, 2014, and reviewed by the claims representative on March
26, The reason for the trip cancellation was because Mr*** could not get time off
from workThis is not one of the plan's Covered Reasons for Trip Cancellation BenefitsA
denial letter was sent on March 27, 2014, and the claims representative reviewed the denial by
telephone with the insured on April 02,
On April 04, 2014, we received a letter of representation from Ms***'s attorneyThe
denial was discussed with the attorney on April 04, 2014, and a denial letter sent to him on April
07,
The policy provides Trip Cancellation Benefits only for the specific reasons listed in the planA
cancellation due to a business obligation is not one of the covered events that would allow
payment of benefitsWe must, therefore, reaffirm our original decision that no benefits can be
paid for this claim
If you have any questions, please feel free to contact us at (800) 541-3522, by email at
[email protected] or by FAX at (877) 300-
Sincerely,
*** ***
SrTechnical Claims Specialist
Dear Ms***,
5pt;">CSA Travel Protection and Insurance Services is the administrator of the Cancellation Protection plan that you purchased through *** (or its affiliated site) on December 31, We are in receipt of your complaint filed with the Revdex.com of San Diego on February 27, regarding your above numbered planThe Cancellation Protection plan features a 10-day free look period upon purchase, which allows customers to review the Coverage for satisfactionIf customers are not satisfied with our coverage after their review, they are able to cancel their Coverage with days of purchase for a full refundAlthough your cancellation request was received outside this 10-day Window on January 11, 2016, CSA approved the refund since your reservation was no longer available through the ownerThe cancellation of this policy coverage was successfully processed according to our internal system on January 15, 2016, but it appears there was an error with the transmission through ***'s merchant accountOur records indicate this refund failure issue was escalated to *** on January 27, and February 23, In our communication with *** and their merchant account today, they have confirmed a successful reversal of the $chargeThe refund has processed back to the credit card used to pay for the Cancellation Protection today, and should post to the credit card statement in the next 3-daysOn behalf of all parties involved, we apologize for the delay and the inconvenience this issue has causedCSA is Committed to providing optimal service to our customers and partners, and we appreciate the opportunity to audit our processes to ensure any Service issues can be addressed appropriatelyIf you have any questions, or require any further information, please do not hesitate to contact me directly at *** *** or ***Sincerely,
*** ***
Director of Compliance & Licensing
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
On February 1, the World Health Organization (WHO) emergency committee declared the Zika Virus a Public Health Emergency Of International Concern (PHEIC), which is "an extraordinary event which is determined to constitute a public health risk through the international spread of disease." The National Institute of Health calls the Zika Virus a Pandemic in Progress The Center for Disease Control (CDC) health authorities declared an increase in Guillain-Barré syndrome(GBS) associated with ZikaThis is a neurological condition where a person’s own immune system damages the nerve cells, leading to muscle weakness, parallelization and death. The muscles of the face that control eye movement or swallowing become weak which affects breathing resulting in the need for a breathing tube to help them breatheThe World Health Organization (WHO) has reported that men traveling in areas with Zika outbreak who get bitten by a mosquito carrying Zika could later transmit the virus through sexual intercourse, which will cause me to contact the Zika Virus and all it's side-effects
According to a CSA's Description of Coverage the following exclusion applies to the Medical and Dental, Trip Cancellation, Trip Interruption, and Travel Delay coverages: We will not pay for loss or expense caused by or incurred resulting from a Pre-Existing Condition, as defined in the Definitions section, including death that results there fromThis Exclusion does not apply provided you meet the following requirements:
Item
states " Being unable to undergo a vaccination or inoculation, due to a medical reason, that is announced and published as required for entry into a country of destination while on your Trip.
The vaccination or inoculation must be unannounced and unpublished to the public at the time your coverage is purchased."
On February 2, India's Bharat Biotech International made available the World's First Zika Virus Vaccine. Entrance in to India requires a yellow fever vaccination certificate. According to CDC if a person is allergic to eggs or poultry they can not be given the yellow fever vaccinationReceiving the yellow fever vaccination will result in negative events include life-threatening allergic reaction, disease affecting the nervous system, and disease affecting certain internal organs
Inasmuch as *** *** is allergic to eggs resulting in him unable to receive the Yellow Fever Vaccine due to a medical reason, which prevented him entry to India resulting in him not receive the Zika Virus Vaccaine due to a medical reason.
Due to the extenuating circumstances of this situation I am requesting CSA allow payment of this claim in the amount of $This will be considered payment in full and the claim can be considered closed
Sincerely,
*** ***
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.I am not satisfied with the same story they had told me beforeCSA has been difficult to deal with and unreasonable in their expectations that I could foretell the future surgery of my father before he ever had any testing or even met his surgeonI would like my money back for not only the vacation, but also the money I spent on this worthless insuranceThey (CSA) have no intention of assisting anyone who has an unplanned family health situation which makes it impossible to travel for the previously planned vacationPlease see the attached letter from my father's surgeon who agrees that I had no way of knowing that this would happen at the time I bought the insurance and planned the vacation.
Regards,
*** ***
Dear Ms***:
GSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was selectedWe are in receipt of your email dated March 12, 2014, notifying us of the
complaint filed by Mr***
Mr***
filed a claim for additional transportation expenses incurred to reach his original
destination due to a flight delayWe have confirmed the delay was caused by a reason that would
allow payment of benefitsThe claim is being reopened and we will issue payment within the coming
week
If you have any questions, please feel free to contact us at (800) 541-3522, by email at
[email protected] or by FAX at (877) 300-8670.
Sincerely,
*** *** ***
Claims Department Supervisor
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
Regards,
*** *** I spoke with *** at *** ** *** *** and they approved my request
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.If this laminate was still in production I would be in agreement with only repairing the damaged counter but it is not and therefore will not match the others which is not acceptableI delayed turning in claim looking to find a match but was unsuccessful which is the only reason requesting full replacement of a like material.
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.We reject because the company has not proposed action or made an offer to resolve the complaintResponse continues to make the same stipulations which only further support our positionThe last company message further supports that exclusions are extensive and difficult to find as follows; "Description of Coverage on panel 5" and "The plan exclusions are listed on panels 9, 10, and 11." That's THREE PAGES of exclusions that are not described until panel 5, and 9-in small print A reasonable consumer would not consider that transparent Answer also supports non-disclosed until after purchase "Description of Coverage is provided to the Insured upon purchase of the plan"We also provided copies of documents clearly showing "Cancellation Protection Confirmation" only after purchaseClearly we are not the only customers with this experience, as evidenced by recent *** *** coverage of a similar case for "Cancellation Protection" that was anything but This is deceptive even in the plan name of "Cancellation Protection" Very little coverage, particularly for cancellation, is in fact provided.
The company response says we may call, email or fax with questions When claim was denied, however, we asked whom we could speak with about claim resolution and were directed to our State Insurance DepartmentIf there is a true desire to resolve our complaint, we would consider an offer to pay the $claim or, at a minimum, refund the $premium Stating the same thing over again and getting the same answers isn't resolving it
CSA's practices may not have broken existing insurance codes, but they are unethical and predatory We are seeking what recourse we can and attempting to advise other consumers via this Revdex.com complaint
Regards,
*** ***
Dear Ms***:
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 September 10, requesting a copy of Mrand Mrs***' insurance policyAttached is a copy of the Description of Coverage for the ***' insurance policyIf 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,
Staci Fletes
Claims Lead
cc; Generali U.SBranch Scott Crabtree / 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 belowAs stated/requested by CSA leave does not get "revoked" by the Army, *** had to revise his leaveHe will be now taking leave at the end of August (pending approval) when his extension is up, when he will be home, not working at *** *** **. It is extremely disappointing how the military can commend *** for his service (shared in the email), keep in *** *** because of his great leadership and service- sending the others home, and yet we be penalized by CSAIf this is how CSA is treating all military, this is ridiculousGreater that additional military personel including his commanding officer were listed on the email provided in the event this information needed to be verifiedYet CSA continues to fail to do the right thing not returning a deposit for a rental property unusedThe the attached orders, ammended were sent to CSA stating that he is through August 17thClearly, he is not approved to be on leave and on vacation in ** if he is working in ***.
PsThis will not let me attach the pdf of ***' orders or his *** *** *** - sent directly from the ARMY. There were sent directly to *** ***Below is further email of his extension to work and commanding officer info
Regards,
*** ***
-----Original Message-----From: *** *** M SSG USARMY MEDCOM *** (US)Sent: Wednesday, July 15, 3:PMTo: *** *** Y SSG USARMY MEDCOM *** (US); ***, *** * ***USARMY MEDCOM *** (US)Cc: *** *** *** USARMY MEDCOM *** (US); *** *** *SSG USARMY MEDCOM *** (US)Subject: RE: DA (UNCLASSIFIED)Classification: UNCLASSIFIEDCaveats: NONE*** ***, Good afternoon*** ***'* *** at *** *** has been extended out to 17AugustHe will need this DA 31, control # ***, canceledThank you,V/R,*** *** *** *** *** ***(Work) ***(Cell) ***-----Original Message-----From: *** *** * *** *** *** *** (US)Sent: Thursday, July 09, 3:PMTo: ***, *** * *** *** *** *** (US)Cc: *** *** * *** *** *** *** (US); *** ***SGT USARMY MEDCOM *** (US)Subject: DA (UNCLASSIFIED)Classification: UNCLASSIFIEDCaveats: NONEGood afternoon *** ***, Attached you will find your approved DA 31.v/r*** ** ***
*** ** *** Medical Company*** work*** BB"Great Leaders Don't Tell You What To Do They Show You How It's Done"Classification: UNCLASSIFIEDCaveats: NONEClassification: UNCLASSIFIEDCaveats: NONE
Attachments area
Preview attachment smime.p7s
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
Thank you for advocating on my behalfThis has been quite an ordeal and something has has made it difficult to mourn our lossI cannot thank you enoughRegards,
*** ***
I purchased trip insurance for airfare and cruise from CSA My experience was not favorable Due to a clerical error in filling out their form on-line, they refused to honor my claim My error did not affect the price of the contract, which was based on the cost of my tripAlthough CSA was following the letter of their contract, they did not follow the spirit, opting instead to use a convenient loop-hole to refuse to pay A request for reconsideration as refused also
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
Regards,
*** *** I see no place in this contract that says not having a visa is a reason for non payment of a claimI feel I made all efforts to remedy the situation including calling Affordable Tours the day before the tour startedAs we were leaving on Apr day before the tour
left on Apr 2015( I had bought my own tickets) I feel at the very least CSA should reimburse me the cost of insurance for that person (300.00) I do not believe anything in this contract should keep them fro m paying the whole amount except after looking on the internet complaints and checking the amounts of complaints filed at your Revdex.com I am not very hopeful they will honor there contract
*** ***
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 March 26, 2016, notifying us of the complaint filed by Mr***Mr*** rented his property to Mr*** with scheduled travel dates of January 15, to January 18, Mr*** purchased the travel insurance plan that provides coverage as follows: "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." '
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 BenefitsWe also need actual receipts and invoices from Mr*** to verify the cost of repairsUpon receipt, we can continue processing the claimIf 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 response,
Sincerely,
*** ***
SrTechnical Claims Specialist
Dear Ms***:CSA Travel Protection and Insurance Services represents *** *** *** as theadministrator of the travel protection plan that was selectedWe are in receipt of your emaildated August 10, 2015, notifying us that Mrand Mrs*** have provided additional informationin regards to their complaintUnfortunately, our original position has not changedThe plan purchased by Mrand Mrs***does not provide reimbursement for all expenses incurredThe intent of the plan is to providereimbursement, up to the policy maximums, for the unused land or water arrangements, certainspecifically-listed additional travel expenses, and medical expenses incurred resulting from Mr.***' illnessAs previously advised, Mrand Mrs*** received a Policy Confirmation Letter when theypurchased their plan which listed the insured travel dates and all policy maximumsThis letterincluded a complete copy of the Description of Coverage for their plan indicating Travel Delaycoverage provides reimbursement, up to the maximum of $per person ($1,perplan), for their additional lodging accommodations, meals, telephone calls, and localtransportation incurred due to Mr***' sicknessThe plan also provides a benefit for Trip CancellationThe Trip Cancellation benefit providesreimbursement of forfeited, non-refundable, non-refunded and unused Payments paid for a Trip,if an Insured is prevented from taking a trip prior to the departure of the tripUnfortunately,because Mrand Mrs*** traveled and were not prevented from taking their trip prior todeparture, i.e., their trip was not cancelled, we are unable to process their claim under the TripCancellation benefitAccording to Mrand Mrs***, Dr*** prohibited Mr*** from travel, causing them notto participate in tours, events, or programs while on the shipHowever, the medical reportprovided by Dr***' does not indicate Mr*** was unable to travelAdditionally, based onthe documentation provided by *** *** and verified with *** *** ***, MrandMrs*** paid for a seven night cruise along with a transfer from the ship to the airport andremained on board the cruise ship for the duration of the seven night cruiseDespite the fact that Mrand Mrs***' ship did not sail as originally planned due to high riverlevels, Mrand Mrs*** chose to stay on the ship, and they accepted the cruise line'salternate itineraryPlease note the plan specifically excludes the: "failure of any tour operator,Common Carrier, or other travel supplier, person or agency to provide the bargained-for travelarrangements other than Financial Insolvency." As previously advised, we have verified with*** *** *** that Mrand Mrs*** continued on their trip, as scheduled, meaning theystayed seven nights on the ship and used the transfer to the airportAs they used all pre-paidarrangements booked with *** *** ***, we are unable to reimburse the full cost of theircruisePlease be advised that although *** *** was willing to arrange and prepay for theirtransportation from A*** to ***, Mrand Mrs***' plan only offers Trip Interruptionbenefits for the unused land or water travel arrangements, plus additional transportationexpenses for thern to return homeAs this transfer was used and was not an additional expenseincurred due to Mr***' illness, we are still unable to provide reimbursement for this expenseMrand Mrs***' are now requesting reimbursement for the "credit balance" with *** and*** *** *** used towards their new airfareAs Mr*** was the patient, his additionalairfare was prepaid by *** *** under his Emergency Assistance and TransportationcoveragePlease note it is *** ***'s standard procedure to attempt to book all newairfare with the same airline as the original airfareAs Mrs*** was not the patient, her addition airfare was reimbursed under her TripInterruption coverageAs stated above, the plan specifically provides reimbursement foradditional transportation expenses, less any refunds paid or payableAs Mrs*** was issueda credit, in lieu of a refund, and the credit was used towards her return flight on May 15, 2015,we are unable to provide benefits for this expense claimedWe have also listened to every telephone conversation between Mrand Mrs*** and EuropAssistance, as a result of their repeated assertions that *** *** informed them theywere covered in full under their Trip Interruption or Trip Cancellation coveragesThe ***'spoke with Eva Collins, our Emergency Assistance & Systems Supervisor on July 1, 2015regarding these callsDuring that telephone conversation, Mrand Mrs*** were told that alltelephone calls between them and *** *** had been reviewedFurthermore, theywere reassured that at no point did *** *** advise them that their expenses would becovered, as we do not predetermine claimsAdditionally, the *** are questioning why they were charged $2,upfront for a $372.56ticket differential for their airfare to return home on May 15, Please be advised in themultiple telephone calls between Mrs*** and *** ***, Mrs*** requested thather additional airfare be in business class or premium economyPlease note the planstates: "Benefits payable for additional transportation expenses will not exceed the cost ofairfare (the same class airfare on which you were originally booked) by the most direct route,less any refunds paid or payable." Despite the fact that they were originally booked in economyclass with an upgraded seat option, we accommodated their request and reimbursed them fortheir new premium economy seatsFinally, Mrand Mrs***' are requesting an additional payment of $for telephonecalls to/from *** ***Per the detailed telephone bill provided by Mrand Mrs***,there were separate charges for calls made to/from *** *** for a total amount of$There are no provisions in the purchased plan for the reimbursement of calls madeto/from *** ***; however, as a courtesy, we issued payment on July 7, in theamount of $for a portion of these calls, and we will be issuing an additional payment inthe amount of $for a total of $All other telephone calls claimed are included in the$1,paid under their Travel Delay coverageIf 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
"">Ms***,Thank you for your response but we still believe we were mislead regarding our Trip Cancellation Insurance policy we purchased through the VRBO websiteWhen we purchased the policy we DID read your "Travel Insurance Policy" to make sure it was what we wantedWe wanted to make sure an illness or death of a non-traveling parent would be covered and on page under definitions (Family Member) we found that yes, it would cover our trip if one of my husband's parents became ill. We see you don't define "cancellation" or "interruption" in this sectionIn our book of synonyms and antonyms we see that synonyms for "cancel" are: delete, erase, call off, rescind, set aside, void and recallIn our Webster's Dictionary they define "cancel" as: to cross out to make invalid to do away with; abolish to neutralize or balance. Using these common definitions we had no way of knowing that YOUR definition of CANCELLATION had a timeline attached; that once our trip began it wasn't "cancelled" but "interrupted". Nowhere does it state the difference between CANCELLATION and INTERRUPTION in your policyOn page of YOUR policy it states when coverage beginsI will quote your policy"Trip Cancellation coverage will take effect at 12:A.M. local time at your location on the day after the date your premium payment is received by us or our authorized agent." "WHEN COVERAGE ENDS YOUR COVERAGE AUTOMATICALLY ENDS ON THE EARLIER OF: THE DATE THE TRIP IS COMPLETED: OR THE SCHEDULED RETURN DATE; OR YOUR ARRIVAL AT THE RETURN DESTINATION ON A ROUND TRIP, OR THE DESTINATION ON A ONE-WAY TRIP; OR CANCELLATION OF THE TRIP COVERED BY THE POLICY."
Ms***, we believe it is obvious why we are so confused as to why we are being denied coverage on this policyThe policy says coverage ends on the scheduled return date which was April 7, If you read the email sent to us that you also attached it states the Trip Cancellation Effective Date as Jan 27, 2015 Mar 17, What that looked like to us is the January date was the date of purchase and the March date was the first day of our tripThose are YOUR Effective datesHow can you say our coverage ended on the first day of our trip?
We have researched Travel Insurance and Trip Cancellation InsuranceOn the "***" website which lists your company as a "trustworthy travel insurance company" they have a list that plans include. Their site states: "Trip Cancellation Travel Insurance Plan Includes: trip cancellation coverage, trip interruption coverage, emergency medical & evacuation coverage and delayed, lost, stolen or damaged luggage." It sounds like someone needs to inform them that your company separates cancellation and interruption insurance policies and misleads customers as a way of denying claimsAs stated in our first Revdex.com communication, we had no reason to believe we needed to purchase "Trip Interruption" insuranceIt wasn't offered and after reading the emailed letter and policy, we believed we were covered for CANCELLATION of our trip before or during our vacationWe had no reasonable expectation of a need for an additional policyWe have read through your General Exclusions and can find NO REASON why our claim should be deniedPlease reconsider our claim of $2,*** & *** ***
----- Original Message -----
From:"*** ***"
To:"***" Cc:"***" Sent:Wed, Apr 17:39:+0000Subject:Revdex.com of San Diego | Complaint ID *** | ***
Re: *** ***
Email: ***
Revdex.com Complaint ID ***
CSA Policy #***
Dear Ms***,
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, 2015. The Cancellation Protection product offers various non-insurance services that are available during your trip, as well as two insurance coverages: Trip Cancellation and Travel Delay. A copy of your Policy Confirmation Letter with the product’s Travel Insurance Policy is attached.
In your phone call with CSA on March 25, 2015, you advised that your stay at the VRBO accommodations were interrupted due to a family emergency and you inquired how to begin a claim for Trip Interruption benefits. The Customer Service Representative advised that the product purchased through VRBO does not contain Trip Interruption benefits for unused arrangements.
We regret that we must reaffirm the information provided in the phone call on March 25, 2015. We work closely with HomeAway.com and their subsidiary sites to ensure the advertising of this product is clear and appropriate, and will take this opportunity to further audit these sites to ensure we are providing optimal service to our customers.
If you have any questions, or require any further information, please do not hesitate to contact me directly at *** *** or ***.
Sincerely,
*** ***
Director of Compliance & Licensing
Enclosure/Attachment: Policy Confirmation Letter for #*** including Travel Insurance Policy
Cc: Revdex.com of San Diego
*** ***
Vice President of Operations
CSA Travel Protection
*** ***, ACP
Director of Compliance and Licensing
Phone*** ***
Fax*** ***
l***
Follow us on***
www.csatravelprotection.com
This e-mail, any attachment and the information contained therein ("this message") may contain information that is privileged, proprietary, confidential and exempt from disclosure and are intended solely for the use of the addressee(s)If you have received this message in error please send it back to the sender and delete itIf you are not the intended recipient, you are notified that unauthorized publication, use, dissemination or disclosure of this message, either in whole or in part, is strictly prohibited----- Original Message -----
From:
***
To:Cc:
Sent:Apr 23:14:+0000Subject:You have a new message from the Revdex.comYou have a new message waiting for you from the Revdex.com in regards to consumer complaint #***Please click on the link below to access the online dispute resolution web site and read this message. If a response is required, please respond through the system, using the link provided.*** *** ** *** *** *** If your email program does not support HTML copy and paste the link below into your browser *** Revdex.com of San Diego (San Diego, CA) *** *** *** *** *** *** *** ** *** Phone: *** Fax: *** Email: *** Web: ***
Regards,
*** ***
Dear Ms***:CSA Travel Protection and Insurance Services represents *** *** *** as theadministrator of the tralvel protection plan that was purchasedWe are in receipt of your emaildated July 13, 2015, notifying us of the complaint filed by Mr***Mr
*** booked a rental with scheduled travel dates of August 15, to August 22,The travel insurance plan was purchased on November 10, At that time a PolicyConfirmation Letter and Description of Coverage, outlining the plan's coverage and coveragerestrictions, were emailed to him.The Policy Confirmation Letter encouraged Mr*** to "Please review your policydocuments carefully, and if you have any questions about your plan please contact ourCustomer Service Department at *** ***Your 10-day free look period expires on Nov20, If you decide to cancel this plan during your free look period and you have not left foryour covered trip or filed a claim, simply contact us to request a full refund."
The Description of Coverage states, "10-DAY RIGHT TO EXAMINE YOUR DESCRIPTION OFCOVERAGE- If you are not satisfied for any reason, you may cancel coverage under the policywithin days after receiptYour premium payment will be refunded, provided that there hasbeen no incurred covered expense and you have not left on your TripReturn the Description ofCoverage to us at the Program Administrators office or our authorized agentWhen so returned,the Description of Coverage is void from the beginningAfter this 10-day period, the payment forthis coverage is nonrefundable."
In April 2015, the trip was canceled due to a family situationA claim was submitted to our officefor the $non-refunded trip costThe reason for the cancellation was not one of the plan'sCovered Events that would allow payment of benefits, and the claim was deniedThe policy was not canceled within the 10-day free look period, and we do not proratepremiumsTherefore, the plan payment is nonrefundable as stated in the policyWe regret thatwe were unable to be of assistance in this matterIf you have any questions, please feel free to contact us at *** ***, by email at*** or by FAX at *** ***Sincerely,
*** *** *** *** *** ***
cc: *** *** ***
*** *** / *** ** ***
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 April14, 2015, notifying us of the complaint filed by Mr***Mr***
canceled his trip due to the illness of his mother and being named in a lawsuitAfter areevaluation of the medical documentation, we determined that benefits would be available dueto the worsening medical condition of his mother.Payment has been entered in the system and should be mailed next week as follows:$668.34- $nonrefundable insurance- $refund by the cruise line = $498.00If you have any questions, please feel free to contact us at *** ***, by email at*** or by FAX at *** ***Sincerely,
*** ***SrTechnical Claims Specialist
cc: Generali U.SBranch
*** *** I Director of Claims
Revdex.com:
Information requested by CSA regarding outstanding claims I'd like to resolve this matter We filed these claims months ago and were told they were paid months ago *** *** $7/30/14-9/30/14 Date Filed 12/29/*** *** $1732.39 9/6/14-2/1/15 Date Filed 6/20/14 Date Sent Additional Documentation to Rep *** *** 7/
Regards,
*** ***