Genesis Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please see attached screenshot showing SMS Communication between the guest [redacted] and me after their stay.  When asked about trying to find something in the mess they left the house they claimed there was 'total chaos' as they were checking out.  Their absolute denial of possibly damaging anything during their stay is not truthful and is clearly undermined by the acknowledgement that they were in a state of "total chaos" checking out.   Additionally, there were inconsistencies in the statement they presented to CSA Travel Protection about being unable to have caused the damages to the items listed in the claim - and I would be happy to point those out if CSA Travel Protections sends me the correspondence. Before these guests stayed at the cabin the items on the claim were not damaged, after the stay, they were damaged as reported with photos and description in the insurance claim.  When I send my claim, I am confronted with a legal obligation to be honest and accurate about my claim - yet the guests can simply send over whatever they want saying they didn't do anything whether legal or not, whether truthful or not and then CSA gets to deny the coverage/services they claim to offer?  That is very deceptive and bad business practice.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The information that  CSA  has provided is totally false. These are lies!!! In addition, I never received  $222.12 which  CSA seems to be claiming to have sent to me; nor would this amount satisfy me, because it's not supposed to be a compensation for my  "unusual hours" (?!!!).  My trip was totally interrupted by my serious illness, and  CSA, claiming not to be a travel protection company,provided no help to me whatsoever, therefore, violating the Contract Terms and Conditions. Moreover, they continue to lie about all the facts of their fraudulent activities. I  AM  SUPPOSED  TO  RECEIVE  THE  MAXIMUM  AMOUNT  OF  TRIP  INTERRUPTION / BREACH  OF  CONTRACT  BENEFIT  FROM  CSA.Regards,[redacted].

Dear Ms. [redacted];CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated December 06, 2015, with the additional information submitted by Ms. [redacted].Ms. [redacted] questions why the policy purchase was allowed and feels she is being treated unfairly in this matter. The policy was purchased through our website on May 15, 2015, and there are no pre-qualifications or medical information requirements at the time of purchase. At the time of purchase the Description of Coverage, outlining the plan's coverage and coverage restrictions, was emailed to Ms. [redacted] for her review. There was a 10-day free look period to determine if the plan would meet her needs, and she could have requested the policy be canceled with a full plan cost refund at that time.Coverage for claims is made after we receive all documents necessary to determine if benefits are payable. Our Customer Service Department answers general questions and will assist with completing claim forms, but they do not predetermine or guarantee payment of any claim.We obtained the medical records and determined that this loss resulted from an illness that occurred prior to the effective date, and the family member's passing could have been reasonably foreseen or expected when the plan was purchased. These events are specifically excluded from coverage. As such, regretfully, we find that no benefits can be paid for this claim. If you have any questions, please feel free to contact us at [redacted], by email at [redacted] or by FAX at [redacted].Sincerely, [redacted]tCC: [redacted] / [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Complainant: [redacted]- [redacted]Policy Number: [redacted]Travel Dates: May 12, 2018 – May 19, 2018   Dear Mr. [redacted]: CSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.P.A. (U.S. Branch) as the administrator of the plan purchased on February...

17, 2017.We are in receipt of the complaint filed with the Revdex.com of San Diego on May 24, 2017, regarding Policy Numbers [redacted].We have had a high call volume lately and apologize for any inconvenience. We called [redacted] on 5/31 at ###-###-#### and left her a voicemail. We provided her with a direct number to a customer service representative. She called back on 5/31 and left a voicemail, which was returned on 6/1. Ms. [redacted] was unavailable, so we left another voicemail. Ms. [redacted] called back again on 6/2 and left another message advising that she works in the medical field and her hours are pretty much the same as our hours of operation so she can't pick up the phone. CSA called her back later in the day on 6/2 and left her another voicemail. A customer service representative spoke with her this morning (6/5) at 9:50am. Ms. [redacted] was going into a doctor's office and asked that we try to call her in the next hour or so. We will follow up and call Ms. [redacted] this afternoon. If we cannot get ahold of her, we will email her at [redacted] and ask if we can set up a time to call her. It sounds like we will just need to speak to Ms. [redacted] and we should be able to resolve her issue. Once we speak to Ms. [redacted], we will send a follow up letter to the Revdex.com with the outcome.CSA is committed to providing optimal service to our customers, and we apologize for any inconvenience this situation has caused. If you have any questions, or require any further information, please feel free to contact me at ###-###-####. Sincerely, [redacted]Compliance Analyst cc: Generali U.S. Branch [redacted] / Vice President of Operations

[redacted]Re: Customer: [redacted]      Revdex.com Complaint ID [redacted]      CSA Policy #[redacted]Dear Mr. [redacted],CSA Travel Protection and Insurance Services is an administrator of travel protection and emergency assistance planssold...

on [redacted]. We are in receipt of your complaint filed with the Revdex.com of San Diego on 5/7/2015.As noted in your letter, you purchased a travel protection plan on 4/9/2015 in conjunction with your air ticket purchase on[redacted]. The travel protection plan features a 10-Day free look period upon purchase, which allows customersto review the coverage for satisfaction. If customers are not satisfied with our coverage after their review, they are able toreturn the plan within 10 days of purchase for a full refund. After this 10-Day free look period, the plan is non-refundable.As such, your refund request on 4/21/2015 was denied.In your complaint to the Revdex.com of San Diego, you advised that your wife clicked on a link or banner within the[redacted] website, which offered more information about the insurance product. Instead of arriving at aninformational page, your credit card was immediately charged $1,699.00. Your complaint noted that you were unable torecreate the events, and we were not able to document a similar customer experience in our testing.During this time period, CSA received feedback from other [redacted] customers they experienced odd behavior onthe website with regards to the insurance links. The feedback has prompted CSA to investigate the website issues of ourpartner further, to ensure we correct any issues with the customer insurance purchase experience. In light of thisinformation, CSA will honor your request to cancel your plan outside of the 10-Day free look period, and will be issuingyou a refund of the $1,699.00 plan cost.CSA is committed to providing optimal service to our customers and partners, and we appreciate the opportunity to auditour processes. If you have any questions, or require any further information, please do not hesitate to contact me directlyat [redacted] or [redacted] .Sincerely,[redacted]Director of Compliance & LicensingCc: Revdex.com of San Diego      [redacted]      [redacted]      Vice President of Operations      CSA Travel Protection and Insurance Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I had also filed a complaint with a local (Phoenix-area) TV station who assists with consumer complaints - it is a volunteer-based program.  They have been working on this case the past several weeks.  They contacted me this morning with information that my complaint is being reviewed by an internal board.  Apparently, the company was concerned about the publicity this story would create by potentially being broadcast on the news and have agreed to review the details at a higher level internally. Should I respond to this complaint with Revdex.com, as required, within seven business days?  I'm not sure what to do at this point.  Thank you for any advice.[redacted]

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated December 23, 2017, notifying us of the complaint filed by Mr. [redacted].We have finalized this claim and the checks...

should be mailed at the end of the Week:S3,112.00 - S1,863.00 refund by Cruise line = S1,249.00 (S624.50 per person)If you have any questions, please feel free to contact us at (800) 541-3522, by email at claimsQCsatravelprotection.com or by FAX at (877) 300-8670. Please ensure the claim number is included with your response.Sincerely, [redacted] Sr. Technical Claims Specialist

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated January 21, 2017, notifying us of the complaint filed by Ms. [redacted],Ms. [redacted] canceled her trip...

due to medical reasons. The Physician's Statement from Dr. [redacted] indicates that Ms. [redacted] suffers from bilateral hip and back pain, with first symptoms in July 2016. Treatment dates prior to the November 02, 2016 policy effective date are August 22, 2016, September 22, 2016, October 10, 2016, and October 20, 2016.The policy purchased provided benefits for a trip cancellation due to illness or injury when certain requirements are met. As stated in the policy under the heading "TRIP CANCELLATION BENEFITBenefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded and unused published Payments that you paid for your Trip, if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your Coverage is in effect under this Policy.Covered Events:1. The Sickness, Injury or death of you, your Family Member, your Traveling Companion or your Service Animal. The Sickness or injury must first commence while your coverage is in effect under the Policy".Coverage is also subject to the plan's terms and "GENERAL EXCLUSIONS1. We will not pay for any loss under this Policy, caused by, or resulting from...s. a 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".Also, "The following exclusion applies to the Trip Cancellation, Trip Interruption, and Travel Delay coverages:a. 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 from."As defined by the policy, "PRE-EXISTING CONDITION means a Sickness or injury during the 60-day period immediately prior to your effective date for which you or your Traveling Companion: (1) received, or received a recommendation for, a diagnostic test, examination, or medical treatment; or(2) took or received a prescription for drugs or medicine."According to the medical documentation provided, Ms, Harvey's condition commenced prior to her policy effective date and is a Pre-Existing Condition as defined by the policy. Therefore, no benefits are payable for this claim.Ms. [redacted] has asserted in her complaint that the medical condition that caused her to cancel the trip was a new problem. We will request the medical records from Dr. [redacted] to determine if the problem that resulted in the trip cancellation was a new condition unrelated to her existing hip and back issues.if you have any questions, please feel free to contact us at [redacted], by email at claimsQCsatravelprotection.com or by FAX at [redacted]. Please ensure the claim number is included with your response.??Sincerely,[redacted] Sr. Technical Claims Specialist

Dear Mr. [redacted]:CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated October 07, 2017, notifying us of the complaint filed by Mr. [redacted].We have reevaluated this...

claim and determined that payment can be issued for the two nights missed arrangements that were the result of Hurricane Irma, calculated as follows:$2,291.77 - $107.25 nonrefundable insurance = $2,184.52 - $630.77 refunded by the rental Company for the 2 nights missed on the original booking = $1,553.75 divided by 6 (number of nights for the new booking) is $258.96 times 2 nights missed due to the hurricane evacuation in S517.92There are no provisions in the policy to cover the cost of discarded groceries. The hotel expense incurred in Hilton Head for September 03-04, 2017, was not caused by one of the plan's listed Covered Events. As such, we cannot reimburse Mr. [redacted] for these costs.if you have any questions, please feel free to contact us at ###-###-####, by email at [redacted]satravelprotection.com or by FAX at ###-###-####. Please ensure the claim number is included with your response.[redacted]. Technical Claims Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details are below.  I received no offer from CSA Travel beyond a repeated request to compel my grieving uncle to sign a form that would allow CSA access to restricted medical records. As I read between the lines of the
CSA response, it appears that the representative is of the opinion that my
purchase of the insurance was made in anticipation of the death and with an
unethical intent. Nothing can be further from the
truth. The insurance was paid for on the SAME date, at the SAME time that final
payment was made for the tour package. This is what any reasonable person would
do.  The response also seems to assume
that I could anticipate the date of my relative's death. That assumption is also
illogical. If the death was anticipated, I simply would have cancelled my
reservation and NOT paid for the tour package. As it states in "Palliative Care
Perspectives by Dr. [redacted]:
"Cancers
of very different tumor types and locations often follow very similar dying
trajectories. In fact, the dying trajectory of cancer is one of the most
predictable trajectories. Most patients with metastatic cancer remain quite
functional until approximately five to six months before their deaths. Their health
statuses then tend to slowly decline until the rate of decline begins to
accelerate rapidly two to three months before death.14 In [redacted]
study one month prior to death more than 50 percent of the 1655 cancer patients
studied had difficulty getting out of a bed or chair. Prior to the period of
decline in the last few months of life, cancer patients may have various
symptom needs such as pain management but tend to remain at high functional
levels. During the rapid decline phase patients start to "take to their
beds." A good rule of thumb is that a patient with advanced cancer who has
taken to bed without a correctable cause will usually die in a matter
of weeks to a few months." (Emphasis added)
There is NO WAY I could have predicted
when my relative would die.  Unfortunately, it appears that CSA is
attempting to violate their written contract. This is a bad business practice
and that is why I am hoping to find redress through the Revdex.com.
Regards,
[redacted]

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated 9/10/16, notifying us of the complaint filed by Mr. [redacted].Mr. [redacted] booked a cruise through Vacations to Go, and...

made final payment for the cruise on 11/24/15. On 12/01/15, he purchased the travel insurance plan, with Trip Cancellation coverage commencing on 12/02/15. At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan's Coverage and coverage restrictions, were emailed to him. The Trip was canceled due to the illness and subsequent death of a Family Member.The policy provides Trip Cancellation benefits due to the illness of a Family Member when certain requirements are met. As shown under the heading "TRIP CANCELLATION BENEFITBenefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded and unused published Payments that you paid for your Trip, if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy...Covered Events:1. The Sickness, injury or death of you, your Family Member, your Traveling Companion or your Service Animal. The Sickness or injury must first commence while your coverage is in effect under the Policy".Coverage is also subject to the plan's terms and "GENERAL EXCLUSIONS1. We will not pay for any loss under this Policy, caused by, or resulting from... s. a 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; t. any issue or event that could have been reasonably foreseen or expected when you purchased the coverage."According to the medical records obtained to investigate the claim, the patient was hospitalized beginning on 11/28/15. His condition worsened and he was transferred to palliative care on 12/04/15, and passed away on 12/08/15.The patient's illness commenced prior to the policy effective date, and the loss was reasonably foreseen or expected when the plan was purchased. Therefore, 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 (800) 541-3522, by email at [email protected] or by FAX at (877) 300-8670. Please ensure the claim number is included with your response. Sincerely,[redacted] Sr. Technical Claims Specialistcc: General U.S. Branch[redacted] / Director of Claims

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In 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 broken. In order to issue payment to Mr. [redacted], we need the named insured, Mr. [redacted], to sign an Assignment of Benefits.  We also need actual receipts and invoices from Mr. [redacted] to verify the cost of repairs. Upon receipt, we can continue processing the claim."Attached is my claim and backup documentation and photos.  I just texted Mr. [redacted].  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 same.Additionally, 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 [redacted].I had to do the work myself because I had new guests renting the house next weekend.  I drove 220 miles round trip from my home in [redacted] to [redacted] 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 estimates.On page 2 to 4 of the attachment, you will find pictures of the completed work done by me.I hope you can help resolve this issue and have them pay for my efforts.
Regards,
[redacted]

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated January 23, 2015, with additional information submitted by Ms. [redacted].Ms. [redacted] has requested that the claim be reconsidered. We have reevaluated the file anddetermined that benefits can be afforded. The file will be reopened and payment for $235.00will be issued.If you have any questions, please feel free to contact us at ###-###-####, by email [email protected] or by FAX at ###-###-####. Sincerely,[redacted]Sr. Technical Claims Specialist

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated 10/01/17, notifying us of the complaint filed by Ms. Call on behalf of our insured, [redacted].We have reexamined...

the claim and will be issuing an additional payment to Mr. [redacted] for $1,172.86, calculated as follows:$3,740.48- $282.59 refunds = $3,457.89 - $2,285.03 previous payment by CSA = S1,172.86If you have any questions, please feel free to contact us at ###-###-####, by email at claimsQCsatravel protection.com or by FAX at ###-###-####. Please ensure the claim number is included with your response.Sincerely,[redacted] Sr. Technical Claims Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
YOU STATE THAT [redacted] shows that the flight was not flown on Mondays for a few weeks. this does not mean that the service was stopped. Just that the flight did not happen, for whatever reason, on several Mondays. Unless you can provide evidence from the airline that the operations on Mondays was stopped, you are using purely speculative evidence from a third party to support your claim. Not good enough. As far as I am concerned, all I know is that the flight was cancelled, and that is all you know too. Please provide proof from [redacted] that the flight service no longer existed, or please pay the claim.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We have been notified by CSA that our claim is being processed but we were also told this over three weeks ago. Our proof of payment was submitted in our original documentation and the claims rep acknowledged receipt of this information over three weeks ago. We have not received payment as of today. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have emailed CSA a written letter from my son doctor's office signed and dated, and they asked for a detailed letter from the doctor which they received. They have the doctor's phone number for any additional information, which is the job of the insurance adjuster or person working on the claim but they chose not to call him so that they don't pay my claim.
Regards,
[redacted]

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated 10/26/16, with additional information provided by Ms. [redacted]We cannot predetermine the outcome of a claim until we have been provided with all of thesupporting documentation. Additionally, our customer service will not guarantee coverage, butinstructs the customer to submit their documents for review. This plan does not provide benefitsfor a cancellation due to a travel advisory or the uncertainty of scheduling for a house saleclosing process.Based on the information provided by Ms. [redacted], it does not appear that she will have apayable claim. However, if she wants submit her claim documentation for review, we willinvestigate the claim for coverage.If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670. Please ensure the claim numberis included with your response.Sincerely,[redacted]Sr. Technical Claims Spe ialistcc: Generali U.S. Branch[redacted] I Director of Claims