Genesis Homes

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated July 27, 2015, with the additional information submitted by Ms. [redacted] in reconsiderationof her claim.The Underwriter has evaluated this matter with the additional information provided and hasapproved payment. The check for $518.00 should be mailed at the end of the week.If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted].Sincerely,[redacted]cc: [redacted]

CSA Travel Protection and Insurance Services is the administrator of the travel protection plan that was purchased. We are in receipt of your email dated May 09, 2016, notifying us of the complaint filed by Ms. [redacted].Ms. [redacted] purchased the travel protection plan on February 24, 2016. At that...

time a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to her. She canceled the trip on February 26, 2016, due to her illness.The policy provides trip cancellation benefits due to an illness when certain requirements are met:"Pre-Departure Trip Cancellation BenefitsIf you are prevented from taking your Trip for one of the covered reasons below, we will reimburse you, up to the amount in the Schedule, for the amount of prepaid, forfeited, nonrefundable payments or deposits that you paid for your Trip.""Reasons for Cancellation and Interruption:The following reasons apply to you, a Family Member, or a Traveling Companion and must occur while coverage is in effect:1. Trip Cancellation or delayed arrival at your destination due to Sickness, Injury or death of you, your Family Member, Traveling Companion, or Business Partner that occurs before departure on your Trip. The Sickness or Injury must commence while coverage is in effect, require the examination by a Physician, in person, at the time of Trip Cancellation or delay and, in the Written opinion of the treating Physician, be so disabling as to prevent you from taking your Trip or delay your arrival on your Trip." As defined by the policy "SICKNESS means an illness or disease of the body, which requires examination and treatment by a Physician."According to the information obtained from Ms. [redacted]'s doctor, she did not seek in-person examination by a Physician at the time of the Trip Cancellation. Policy requirements that would allow payment of benefits were not met. We must adhere to the terms and conditions set forth in the policy, and therefore, must reaffirm our denial of this claim.If you have any questions, please feel free to contact us at [redacted], by email at [redacted] or by FAX at [redacted]. Please ensure the claim number is included with your response.Sincerely, [redacted] Sr. Technical Claims Specialistcc: [redacted] / Director of Claims

[redacted]Claim Number: [redacted]-01 Policy Number: [redacted] Travel Dates: Aug 20, 2016 - Sep 18, 2016Dear 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 letter dated 5/1717, notifying us of the complaint filed by [redacted].On 8/03/16, Mr. [redacted] booked round trip airline tickets to Cairo for his family, with scheduled travel dates of 8/2016 to 9/18/16. The travel insurance plan was purchased on 8/03/16, and 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 on 8/20/16, due to the illness of his son.The policy provides benefits for a trip cancellation due to the illness of an Insured when certain requirements are met. As shown in the plan under the heading Trip Cancellation Benefit, "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, must require the in-person treatment by a Physician, and must be so disabling in the written opinion of a Physician as to prevent you from taking your Trip".Mr. [redacted] Submitted a claim form and a doctor's note to us on 9/2Off6. We sent emails to Mr. [redacted] on 10/05/16, 10731/16, and 11126/16, requesting the additional documentation necessary to process his claim, including a completed Patient Authorization Form, a completed Physician's Statement, proof of payment and refund for the trip, and an invoice and itinerary for the trip. Mr. [redacted] did not respond to our requests and the claim was closed in December 2016. The claim can be reopened for further review upon receipt of the requested documents. If you have any questions, please feel free to contact us at (800) 541-3522, by email at claimsQCsatravel protection.com or by FAX at (877) 300-8670. Please ensure the claim number is included with your response.Sincerely, C ¦[redacted] Sr. Technical Claims Specialist

We did respond to this complaint on the website notifying you that we needed additional information in order to respond to the complaint. I will be emailing you a copy of that response under separate cover.

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.
[The reason the flight was missed was due to an error which I should not be responsible for because it was out of my control. If a company sells insurance for something, they should be held accountable. If the company they are insuring tickets for does not provide I believe it is up to them to seek restitution from the airline, not the passenger. If no insurance had been purchased, it would make sense for me to hold the airline accountable but since the ticket was insured it should fall on the travel insurance to do so.]
Regards,
[redacted]

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased by the Insured [redacted] Renduflc.During her stay at the rental property owned by [redacted], someone in Ms. [redacted]'s traveling group damaged the top...

of the dining room table. Ms. [redacted] purchased the protection plan, with coverage as follows:"WACATION RENTAL, DAMAGE COVERAGEIf 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."[redacted] has submitted a claim for the replacement cost of the table. As the policy provides coverage for the lesser of the cost of repairs or the replacement cost, the property owner must obtain a repair estimate from a wood refinisher or contractor. Upon receipt of the repair estimate We will continue processing the claim.If you have any questions, please feel free to Contact us at ###-###-####, by email atclaimsG2csatravelprotection.com or by FAX at ###-###-####. Please ensure the claim number is included with your response.Sincerely, [redacted] (Sr. Technical Claims Speciatist

Please obtain the policy or claim number from the complainant.

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services (hereinafter "CSA") represents [redacted]
[redacted], as the Administrator of the Property Damage Protection plan pursuant to policy number[redacted], which was in effect from September 6, 2013 to November 30, 2013. The policywas purchased by [redacted] to insure the property owned by [redacted] andwhich is located at [redacted].The property manager, [redacted] of [redacted], has presented a claim toCSA for property damage to the aforementioned residential property and its contents in theamount of $1,732.39, while said residential property was reported to have been rented to andoccupied by [redacted].As stated above, the CSA policy was effective from September 6, 2013 to November 30, 2013.It has come to our attention that Ms. [redacted] extended her rental of the property at [redacted]
[redacted] from December 1, 2013 to February 1, 2014. However, at no time did Ms.[redacted] contact CSA to advise of the extended rental of the property nor did she request coveragefor the property be extended after November 30, 2013.Ms. [redacted] initially filed a claim for repairs to the stove within the residential property rented toMs. [redacted] on December 7, 2013. The amount of the claim was for $288.78 and was paid by CSAto [redacted] on January 21, 2014.Ms. [redacted] filed a subsequent claim with CSA on July 16, 2014 claiming damage to a washingmachine, dishwasher, towel rack, shower curtain, kitchen items, linens and carpeting. Ms. [redacted]indicated that the sole damage caused by her was to the dishwasher and she denied causingany damage to the remaining items being claimed by Ms. [redacted]. A bill for the repair of theappliance, in the amount of $138.00 and for a service date of April9, 2014, was reviewed andpayment was issued by CSA to [redacted] on December 9, 2014.Ms. [redacted] has stated that the tenants contacted [redacted] to report that theshower drain be unclogged during their stay. Ms. [redacted] has also stated that [redacted]'smaintenance department performed the service to unclog the tub drain as well as repair a loosetowel ring. Ms. [redacted] did not report the date when [redacted] was contacted by the tenant about theclogged tub drain. Further, the invoice for the work reflects that it was performed on February15, 2014, after Ms. [redacted] had vacated the property on February 1, 2014. This date is also wellafter the expiration of the GSA policy on November 30, 2013.In addition, Ms. [redacted] has provided a GSA Vacation Rental Insurance Security DepositProtection Documentation form, executed on December 7, 2013. Said form, copy attached,reflects that there is "no damage". Again, it should be noted that the date of this document isafter the expiration of the GSA policy on November 30, 2013.In as much as Ms. [redacted] has denied responsibility for the subsequent damages being claimed by[redacted], there are no additional benefits available or payable under thepolicy.If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted].Sincerely, [redacted]Sr. Technical Claims Speciali tcc: [redacted] I Director of Claims











5/4/2015






Complaint

My husband and I were traveling to Scottsdale Arizona for 3 weeks during March and April 2015. For the last 12 years we have purchased travel insurance from various companies for expensive trips. This time we purchased Rental Damage and Trip Cancellation policies through the VRBO site. We paid for...

21 nights (3,857.14) and paid 179.19 for the cancellation policy. Eight days into our trip we received a call that my mother-in-law was in the hospital and her doctor was advising we contact Hospice ASAP and return home. Up to that point her health issues hadn't been considered life threatening. We chose to pack and leave the next morning knowing we had purchased the "travel insurance" offered and paid for on the VRBO site. When I called CSA, I was told by [redacted] that we should have purchased "trip interruption" not trip cancellation insurance. We purchased the ONLY policy offered to us and our previous policies included both. We haven't ever heard of 2 separate policies. Of course we still came home and forfeited 2,057.14 in rent. I contacted VRBO since it was purchased and paid for on their site and they said we needed to contact CSA. We believe since we purchased the ONLY policy offered us, CSA should cover our loss of rent for the townhouse. Their advertising is ambiguous and we believe most purchasers would believe that if their trip is cancelled before or during their trip for a covered illness of an immediate family member this insurance would apply especially since it was the only "trip insurance" offered. Quotes on the VRBO site state "Protect your payment in case you need to cancel" & "Cancellation Protection". The CSA site states "The cancellation protection and damage protection plans provide insurance coverage for your trip that only apply DURING the covered trip" yet [redacted] informed me that OUR insurance actually expired on the first day of our trip. That is VERY misleading to the general public looking to protect their trip for unexpected illnesses. Shame on you CSA and VRBO.







Desired Resolution

We believe CSA should reimburse us the $2,057.14 in rent for the 12 days of the 21 we couldn't use. The first 15 nights were $200 and last 6 were $142.86 since the rate went down on April 1.

Consumer Business Dialog

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 2 weeks for the business to perform this action and, if it does, will consider this complaint resolved. However, if the business has not made good on their offer within 2 weeks (by Fri, Sept 11) I will withdraw this acceptance, and ask the Revdex.com to proceed because the business will have failed to live up to their offer. Thank you.
Best 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.The policy states it covers accidental damages, which is what I'm claiming. The tenants slept in beds and the linens were stained from their use accidentally. 
Regards,
[redacted]

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated April 20, 2015, notifying us of the complaint filed by Ms. [redacted].Ms. [redacted] has alleged a delay in processing of this claim. The claim was received in our officeon December 29, 2014. Payment for the amount claimed of $265.80, was issued on January02, 2015, our check number [redacted].If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted].Sincerely,[redacted]Sr. Technical Claims Specialistcc: [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.
It is outrageous that despite your fine print, you don't cover a baggage delay, which you claim to cover in your presentations, just because we got home before our bags did.  I think any reasonable person, or court, would side with me,, and say you are not providing what you promise.  The basics: You agreed to accept money to cover us for baggage delay.  Our bags were certainly delayed (Air Canada agreed with that, as stated in their letter I provided you with) and lastly, you refuse to honor your implied promise, but take refuge in fine print.   
Regards,
[redacted]

Dear Mr. Ambriz:CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was [redacted] by [redacted]. We are in receipt of your email dated 4/26/17, notifying us of the complaint filed by Ms. [redacted].Ms. [redacted]...

rented a property to [redacted]. Ms. [redacted] the Property Damage Protection coverage on 2/1417. At that time we provided Ms. [redacted] with a copy of her policy, as she is the Named insured.Ms. [redacted] checked out of the property on 3126/17. On 4/05/17, Ms. [redacted] submitted a claim to us for damage to the property. The damage reported to us were dents in the panels of the dishwasher and freezer door. The total amount claimed to replace the panels was $1,088.80.The policy provides benefits to the Named Insured "If you occupy an Accommodation and you damage the real or personal property assigned to that ACCommodation during the Trip, we will reimburse you the lesser of the cost of repairs or the cost to replace the property, up to the amount shown in the Schedule."We contacted Ms. [redacted] to verify whether she or her guests had caused the damage to the property. Ms. [redacted] informed us that no one in her rental party had caused any damage to the property.The policy issued to, and [redacted] by Ms. [redacted] provides benefits for accidental damage caused during her rental stay. Ms. [redacted] has denied causing the damages claimed, and we are unable to issue payment for this loss.If you have any questions, please feel free to contact us at ###-###-####, by email at claimsG2csatravelprotection.com or by FAX at ###-###-####. Please ensure the claim number is included with your response,[redacted] O Sr. Technical Claims SpecialistSincerely,

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 2/01/17, notifying us of the complaint filed by Ms. [redacted].Ms. [redacted] booked airline tickets for...

travel to the Bahamas and purchased the travel insurance plan on 10/04/16, with coverage for Trip Cancellation commencing on 10/05/16. At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage and COverage restrictions, were emailed to her. Due to damage caused by Hurricane Matthew, which became a named storm on 9/29/16, the resort where Ms. [redacted] was to stay, will remain closed for repairs until November 2017.The policy purchased provides Trip Cancellation benefits only for the specific Covered Events listed in the plan. There is no Covered Event that would provide benefits due to hurricane damage at their vacation destination. Also, the plan excludes coverage for losses caused by, or resulting from, an "event or circumstance which occurs at a time when coverage is not in effect for you". As Hurricane Matthew was named prior to the purchase of the policy, any loss resulting from this storm would be excluded from coverage. Therefore, we must reaffirm our original decision that no benefits are payable for this claim.If you have any questions, please feel free to contact us at [redacted], by email at claimsGCsatravelprotection.com or by FAX at [redacted]. Please ensure the claim number is included with your response.Sincerely,[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 of the offer I reviewed appear below.An evacuation is not defined quantatively which means 1 or more person can be evacuated nor does the contract state who or what has to order the evacuation.  The policy simply states that one has to occur for the policy to be activated.  I challenge CSA to refute this, by showing where in the contract it defines who has to order the evacuation or that there is a quantitate value assigned to the term "evacuation".  CSA Travel Protection has acknowledged that an evacuation occurred and that the property was uninhabitable by previously agreeing that the property manage denied access to the property.  Failure to do so is an acknowledgment that there is no legal bases for the company not to pay the amount requested, as required contractually.
As for CSA's claim that the home was accessible: they have already acknowledged in the previous correspondence that the property manager told me not to come, which as a result canceled the vacation.  While it is inconsequential to the contractual obligation CSA has to its policy holders it is not unreasonable to expect a person to sit around and wait to gauge the extent of the damage of a hurricane as other financial factors such has air fair and car rentals had to be considered, based on the property managers evacuation of the property in preparation for the Hurricane. 
CSA is selling insurance policies that the company has no intention of paying...that's illegal. 
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.
At this time, the CSA company is saying that they provide the different issues they covered. At the time of my purchase they were not specified, it just said trip interruption. They specified details after the purchase was made. ( I reviewed my emails).At this point, my priority is my dad and I will not buy any insurance travel ftom them ever.I am not going to be back and forth with them. No time to be aggravated with them.I appreciate that Revdex.com brought it to their attention.
Regards,
[redacted]

[redacted] #[redacted]Claim Number: [redacted] Policy Number: [redacted]Travel Dates: Dec 17, 2017 - Dec 28, 2017Dear Mr. [redacted]:CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was selected. We are in receipt of your email dated December 28, 2017, with the additional information provided by Mr. [redacted].Due to a heavy volume of claims received following the hurricanes, we were unable to process Mr. [redacted]'s claim as quickly as We normally Would have. We apologize for this delay. Our claim benefit payments must be in the form of a check issued to each named policyholder. We areunable to credit Mr. [redacted]'s Credit card for these payments. The checks should be mailed today.If you have any questions, please feel free to contact us at ###-###-####, by email at claims(CDCsatravelprotection.com or by FAX at ###-###-####. Please ensure the claim number is included with your response.[redacted] Sr. Technical Claims Specialist

Dear Ms. [redacted],CSA Travel Protection and Insurance Services is an administrator of travel protection and emergency assistance plans sold on HomeAway.com and affiliated sites. We are in receipt of your complaint filed with the Revdex.com of San Diego on 9/24/2015 regarding your above numbered Cancellation...

Protection plan.Our records indicate that this plan was successfully cancelled on 9/24/2015 at your request. The full plan cost of $74,02 Was refunded at that time.CSA is committed to providing optimal service to our customers and partners, and we appreciate the opportunity to audit our 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 & LicensingC?: Revdex.com of San Diego Dear Ms. [redacted],CSA Travel Protection and Insurance Services is an administrator of travel protection and emergency assistance plans sold on [redacted] and affiliated sites. We are in receipt of your complaint filed with the Revdex.com of San Diego on 9/24/2015 regarding the above numbered Carefree Rental Guarantee plan.Our records indicate that you contacted [redacted] directly on 9/25/2015 and requested the dates on the Carefree Rental Guarantee plan be changed to reflect your December trip, as they were originally recorded as September. [redacted] confirmed on 9/30/2015 that this change was made at your request and to your satisfaction, so we consider this matter closed.CSA is committed to providing optimal service to our customers and partners, and we appreciate the opportunity to audit our 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