Genesis Homes

Dear Ms. [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 March 18, 2016, with additional information submitted by Mr. [redacted].Mr. [redacted] indicates that he spoke with [redacted] at [redacted] and they approved his request. According to a telephone call with [redacted], when Mr. [redacted] called to cancel the booking, she gave him our contact information so that he could file his claim. [redacted] stated that no guarantee of coverage was provided.No claims can be pre-approved by the rental company or our customer service department. The claims determination is made after we have received all of the supporting documentation. In this instance, the winter storm that resulted in the trip cancellation had been named by weather officials two days prior to the purchase of the insurance. The winter storm event was not unforeseen at the time of the insurance purchase as required for coverage to be granted. As such, we are unable to pay 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 Specialist

CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selected. We are in receipt of your email regarding a complaint filed by [redacted].Ms. [redacted] rented her home to [redacted] for travel dates April 15,...

2016 through April 17, 2016. The claim was submitted for missing pool passes and spare house keys. She purchased new passes along with replacing the missing keys.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."Upon receipt of the claim, we contacted Ms. [redacted] to verify if in fact the passes and keys were lost. The insured contacted us and advised that the passes and keys were located and were returned to Ms. [redacted] in May. As the items were returned there was no damage to the real or personal property. As such, no benefits are payable for the 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] Claims Department Supervisor [redacted] Ext. [redacted]

Please provide the first name of the renters and dates of travel so we can find the claims.

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the tralvel protection plan that was purchased. We are in receipt of your emaildated July 13, 2015, notifying us of the complaint filed by Mr. [redacted].Mr. [redacted] booked a rental with...

scheduled travel dates of August 15, 2015 to August 22,2015. The travel insurance plan was purchased on November 10, 2014. 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. [redacted] to "Please review your policydocuments carefully, and if you have any questions about your plan please contact ourCustomer Service Department at [redacted]. Your 10-day free look period expires on Nov20, 2014. 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 10 days after receipt. Your premium payment will be refunded, provided that there hasbeen no incurred covered expense and you have not left on your Trip. Return the Description ofCoverage to us at the Program Administrators office or our authorized agent. When so returned,the Description of Coverage is void from the beginning. After this 10-day period, the payment forthis coverage is nonrefundable."In April 2015, the trip was canceled due to a family situation. A claim was submitted to our officefor the $500.00 non-refunded trip cost. The reason for the cancellation was not one of the plan'sCovered Events that would allow payment of benefits, and the claim was denied.The policy was not canceled within the 10-day free look period, and we do not proratepremiums. Therefore, the plan payment is nonrefundable as stated in the policy. We regret thatwe were unable to be of assistance in this matter.If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted].Sincerely, [redacted]cc: [redacted] / [redacted]

[redacted] ChorWradwala isi [redacted]Named insured: [redacted]Claim Number: [redacted]-01 Policy Number: [redacted] Travel Dates: Feb 24, 2017 - Feb 27, 2017Dear 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 March 30, 2017, with additional information provided by Mr. [redacted].Mr. [redacted] has requested reconsideration of his claim for damage to his rental property. The policy purchased by [redacted] 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." As previously advised, there is no coverage to have the air ducts cleaned, the trash removed, or excessive cleaning costs as none of these is damage.We contacted Mr. [redacted] to verify whether he or his guests had caused the damage to the property. Mr. [redacted] informed us that no one in his rental party had caused any damage to the property.The policy issued to, and purchased by Mr. [redacted] provides benefits for accidental damage caused during his rental stay. As Mr. [redacted] has denied causing the damages claimed, we must reaffirm our decision that no benefits are payable for this loss.If you have any questions, please feel free to contact us at ###-###-####, by email at claimsQcsatravelprotection.com or by FAX at ###-###-####. Please ensure the claim number is included withyour response.Sincerely,[redacted] Sr. Technical Claims Specialist

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 September 13, 2015, notifying us of the complaint filed by Ms[redacted] Ms[redacted] rented...

a property from Colleen Bell with scheduled travel dates of August 01, 2015 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 [redacted], by email at claims@csatravelprotection*com or by FAX at [redacted] Sincerely, [redacted] Technical Claims Specialist cc: [redacted] / Director of Claims

[redacted] May 08, 2015Revdex.com OF SAN DIEGO[redacted]  Complaint ID Number: [redacted]Complainant/Policyholder: [redacted]Claim Number: [redacted]Policy Number: [redacted]Travel Dates: March 15, 2015- March 19, 2015Dear 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 May 04, 2015, notifying us of the complaint filed by Ms. [redacted].Ms. [redacted] indicates in her complaint that she feels she was misled into purchasing the travelinsurance plan based on information she found on [redacted]' website. Sheclicked on a link that provided some basic information about the travel protection plan, and shequoted a portion of that document in her complaint. The second page of that document listsmore specific information about the plan, and states that the "Benefits and services aredescribed on a general basis only." The customer is encouraged to contact us or go on ourwebsite to view a sample Description of Coverage. [redacted] verified that aDescription of Coverage was emailed to Ms. [redacted] at the time of the plan purchase.Due to an illness, Ms. [redacted] canceled the booking. Trip Cancellation benefits are provided ifa trip is canceled due to an illness when certain requirements are met. Under the heading TripCancellation Benefit, "Covered Events:1. The Sickness, Injury or death of you, your Family Member, your Traveling Companion or yourService Animal. The Sickness or Injury must first commence while your coverage is in effectunder the Policy, must require the in-person treatment by a Physician, and must be so disablingin the written opinion of a Physician as to prevent you from taking your Trip".Ms. [redacted] did not seek in-person treatment by a Physician as required by the policy.Therefore, we must reaffirm our original decision that no benefits can be paid for this claim. Acopy of the website document referenced in the complaint and the Description of Coverage areenclosed for your review.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] I Director of Claims

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 09/02/16, with additional information from Mr. [redacted].Mr. [redacted] feels that disclosures are not transparent and only made after purchase. Also, that the Right to Cancel (10-day free look) is difficult to find.The Description of Coverage is provided to the Insured upon purchase of the plan. The Description of Coverage lists the 10-Day Right to Examine Your Description of Coverage on panel 5 of the plan under the Schedule of Coverage box. The plan exclusions are listed on panels 9, 10, and 11. The Policy Confirmation Letter accompanies the Description of Coverage and also references the 10-day free look period, and asks the purchaser to review the policy documents carefully.Mr. [redacted] has referenced on-line descriptions indicating the insurance covers cancellation for any reason. The protection plan that we administrate for [redacted] is not a cancel for any reason policy, and the plan is not advertised as such on the [redacted] website. in addition to the insurance plan documents emailed from our office, once Mr. [redacted] had booked his trip and accepted the insurance plan, there was a link on the [redacted] website to obtain the Description of Coverage. A copy of the [redacted] payment confirmation document is enclosed for your review. Mr. [redacted] submitted this document with his claim.Our procedures are not meant to be misleading in any way. The Description of Coverage is available to an insured immediately upon purchase. Our telephone number is listed on the Policy Confirmation Letter and Description of Coverage so that the insured can call us with any questions about the plan. 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

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 9/21/16, with additional information from Mr. [redacted].We are going to send the records for a medical review. Once the review is complete, we can determine if a change in the claims decision will be made.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 Spécialist[redacted]
[redacted] / Director of Claims

Dear 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 notifying us of the additional information provided by Ms. [redacted].As detailed in my letter of January 24, 2017, the medical documentation provided with Ms. [redacted] claim resulted in a denial of benefits, Ms. [redacted] contends that the reason that she canceled her trip was unrelated to the medical condition referenced in the Physician's Statement she submitted to us. Therefore, we will be requesting medical records from her doctor to further investigate the 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]

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 appears from CSA's view of things that my wife and I were not covered for my injury using pre-existing injury as their guideline.  My doctor personally wrote a letter to CSA explaining that although the injury could be viewed as pre-existing that was a stretch.  I am quite confident that CSA  will never pay my claim but I also would expect them to reimburse my policy in full.  After all, I only had the policy for 1 day an they quite clearly said my claim would not be paid as explained in their letter.  One thing that I forgot to mention was that my wife tore her rotator cuff a few days after I put my claim in.  As the insurance adjuster was explaining my problems (pre-existing) I told her about my wife's injury.  She said that didn't matter because when I put my claim in the policy was then cancelled.  So, if this is how CSA does business I think it is only reasonable that I get a full refund for a policy that was cancelled after one day.I can supply medical documents regarding my wife but I'm sure that would be a waste of time.  Also, I can provide the letter written by my doctor to the Revdex.com if you wish.  Currently we are away for a few days and all our medical documents are at home.
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.
This is causing undo stress which I will be talking to my attorney about as well. I was not told of all of these exclusions and coverage issues, until after I purchase the policy from Ms. [redacted] of [redacted] Travel Agency.
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.The company has sent us checks, for $200 each. Thank you!
 
[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 April 22, 2016, with additional information submitted by Mr. [redacted].The letter from Mrs. [redacted]'s doctor indicated that she should not fly, and did not provide a diagnosis other than pregnancy. We have not received information about any other medical condition that may have caused the trip to be canceled.We must still confirm that all policy requirements have been met, including ruling out any applicable exclusion, such as "normal pregnancy". In order to do so, we must contact Mrs. [redacted]'s doctor for medical documentation. We need a completed Patient Authorization form from Mrs. [redacted] to continue processing 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] Sr. Technical Claims Specialistcc: [redacted] / Director of Claims

[Revdex.com:As long as refund is part of resolution 
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]

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 September 12, 2015, notifying us of the complaint filed by Mr. [redacted]. Mr. [redacted] booked a...

rental with scheduled travel dates of March 21, 2015 to March 28, 2015. The travel protection plan was purchased on January 07, 2015. At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to him. Due to adverse weather, Mr. [redacted]'s travel to Alabama was delayed and he incurred additional expenses for a hotel. He also claimed the value of one missed night at the rental property and additional gasoline expenses. We were able to reimburse the cost of the additional hotel expense under Travel Delay benefits. In order to qualify for Trip Interruption Benefits, which would cover the missed night at the rental and the additional gasoline expense, certain requirements must be met.Under the heading TRIP INTERRUPTION BENEFIT, the policy states: "if...you are unable to continue the Trip due to one of the unforeseeable Covered Events listed below that occur during your Trip dates to you or your Traveling Companion, we will reimburse you for the unused, non-refundable land or water arrangements prepaid to the Travel Supplier prior to departing on your Trip, less any refunds paid or payable, plus one of the following:...c. Additional transportation expenses incurred to rejoin the Trip in progress from the point where you interrupted your Trip." "Covered Events 16. The interruption of road service for 6 hours or more due to adverse weather or natural disaster so as to prohibit you from reaching your destination." We were unable to obtain documentation to verify an interruption of road service, and Mr. [redacted] has not provided this information to us. Without this documentation, we are unable to provide Trip Interruption benefits for this claim. Mr. [redacted] is now also claiming the cost of his insurance premium. This is a nonrefundable cost as outlined in the policy. "10-DAY RIGHT TO EXAMINE YOUR DESCRIPTION OF COVERAGE - If you are not satisfied for any reason, you may cancel coverage under the policy within 10 days after receipt. Your premium payment will be refunded, provided that there has been no incurred covered expense and you have not left on your Trip. Return the Description of Coverage to us at the Program Administrators office or our authorized agent. When so returned, the Description of Coverage is void from the beginning. After this 10-day period, the payment for this coverage is nonrefundable." 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] / [redacted]

Dear Ms. [redacted],CSA Travel Protection and Insurance Services is the administrator of the travel protection plan purchased by Ms. [redacted]. We are in receipt of your email dated April 08, 2016, notifying us of the complaint filed by Ms. [redacted].The travel protection plan purchased by Ms. [redacted]...

features a 10-day free look period upon purchase, which allows customers to review the coverage for satisfaction. If customers are not satisfied with our coverage after their review, they are able to cancel their coverage within 10 days of purchase for a full refund. Ms. [redacted] contacted our office outside of the 10-day window that expired on April 04, 2016.However, as a goodwill customer service gesture, the policy will be canceled and a premium refund of $60,00 will be provided.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 Ciaims

Revdex.com:
I have been contacted by the Phoenix-area television station investigative reporter regarding policies and practices of CSA Travel Protection.  I will be conducting an interview with the station regarding my personal experience with the company.  Mediation is an option; however, the insurer is intent on denying my claim.  For that reason, I will go public with my story and hope consumers aren't swindled into purchasing their product.  Thank you very much.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.
If it were wall paper and it was no longer in production, would they pay to paper one wall unmatching?  If it were a car door and the color were absolutely not available would they expect you to drive around with a car door not matching the rest of the car?  This is the same situation. It would cost me more than them to get my kitchen matching and yes I get the counter tops are older but if they didn't have a burn hole they're would be no issue.  If they continue to be unwilling to do the appropriate thing after this response I will take them to small claims court and request an additional $300 to compensate me for my gas, hotel and days pay to attend court.  
Regards,
[redacted]

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents Generai U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated November 19, 2015, notifying us of the complaint filed by Ms. [redacted].Unfortunately, our initial position has not changed and we need additional medical documentation to verify that no policy exclusions apply to Ms. [redacted]'s loss.Please note Ms. [redacted] indicated she purchased her travel insurance policy the same day as she made final payment for her tour package. However, according to the email receipt provided by Ms. [redacted], the final payment for her tour package was made on October 10, 2015. The travel insurance policy was purchased on October 13, 2015, the same date the October 10" payment for her tour package cleared her bank account. Regardless of when the final payment for the tour package was made, as the trip was cancelled the day after the policy became effective; therefore, we need to verify no exclusions apply,Finally, the plan purchased states: "You must provide us with receipts, proof of payment, medical authorizations, or other records and documents we may reasonably require concerning your claim. Failure or refusal to Cooperate may delay or impede the resolution of your claim." As previously stated, we are unable to continue processing Ms. [redacted]'s claim without a signed and completed Patient Authorization Form. 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] / [redacted]