Genesis Homes

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 11/01/16, notifying us of the complaint filed by Mr. [redacted].Mr. [redacted] submitted a claim to us for Trip Interruption,...

Travel Delay, Baggage Delay, andDental expenses. However, his claim forms did not indicate the amounts claimed. We haveasked Mr. [redacted] to provide us with an itemized list of all amounts claimed, the dates ofpurchase, and the reason that the costs were incurred. This is necessary to determine whatamounts may be payable under the policy.We have already notified Mr. [redacted] that the dental expenses that he incurred after returninghome from this Trip are not covered by this policy. Coverage is only available for emergencydental treatment that is incurred during the Trip.We need for Mr. [redacted] to provide us with an itemized list of all amounts claimed, the dates ofpurchase, and the reason that each cost was incurred. Once received, we may need Mr. [redacted]to provide supporting documentation for each of these claimed expenses if we do not alreadyhave itIf 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 numberis included with your response.[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 9/27/16, with additional information from Ms[redacted].According to the information obtained, Ms[redacted] originally booked travel to Hawaii from 1/24/16 to 2/08/16. This booking was canceled on 12/11/15, due to the fear of contracting an illness. The policy provides benefits only for a cancellation due to one of the plan's listed Covered Events. The fear of becoming ill is not one of the plan's Covered Events. Therefore, if Ms[redacted] had filed a claim for this loss, there would have been no coverage and the claim would have been denied. Ms[redacted] was medically able to travel to Hawaii in January, based on medical records submitted to us for her subsequent claim.On 1/14/16, the rental Company, as a courtesy, allowed Ms[redacted] to use the house for a later trip in June 2016. The June trip was canceled on 2/18/16, 112 days prior to her scheduled arrival at the rental property. A new policy was not purchased to cover the new June travel dates. However, upon receipt of Ms[redacted]'s claim, as a customer service gesture we revised her policy covering the January to February travel dates to show the new June travel dates. Otherwise, there would have been no policy in force for the June travel dates.The claim was processed and based on the travel insurance plan's terms and conditions, and the published cancellation policy of the rental company, we issued payment to Ms[redacted] for $150.00. As previously stated, the remaining refund should be issued by the rental company in order to comply with their contract with Ms[redacted]. 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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

[redacted] I Revdex.com OF SAN DIEGO4747 VIEWRIDGE AVE #200SAN DIEGO, CA 92123[redacted] #[redacted] I Insured: [redacted]Claim Number: [redacted]Policy Number: [redacted]Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents Generali U.S. Branch as theadministrator of the travel...

protection plan that was selected. We are in receipt of your em aileddated November 15, 2014, notifying us of the complaint filed by [redacted].[redacted] rented her property to [redacted] with scheduled travel dates of July 01,2014 to September 30, 2014. The Property Damage Protection coverage was purchased onMay 03, 2014. At that time, a Description of Coverage outlining the plan's coverage andcoverage restrictions was emailed to our Insured [redacted].On September 26, 2014, we received claim documents from Ms. [redacted] indicating that Ms.[redacted] had damaged a sofa cushion, the keyless entry, towels, and the countertop. Ms.[redacted] also claimed a fee for extra cleaning of the property. The total amount claimed was$1,1 04.02. We contacted Ms. [redacted] to confirm that she and/or her guests had damaged theproperty. Ms. [redacted] denied causing any of the damage claimed.Under the heading "VACATION RENTAL DAMAGE COVERAGE", it states "If you occupy anAccommodation and you damage the real or personal property assigned to thatAccommodation during the Trip, we will reimburse you the lesser of the cost of repairs or theActual Cash Value of the property, up to the amount shown in the Schedule."Ms. [redacted] denied responsibility for the damages claimed. This policy only pays fordamages caused by the Insured or their guests. Therefore, the claim was denied.Later, we were contacted by Ms. [redacted] and she confirmed that her party had caused thedamages that were claimed. The file was reopened and payment for $688.10 was issued to Ms.[redacted] on November 13, 2014, for 1 damaged sofa cushion, the repair cost for the keyless entryand the countertop, and the towels. There are no provisions in the policy to cover the cost ofadditional cleaning fees.The complaint shows that Ms. [redacted] is claiming a disputed amount of $2,800.00. However, nodocuments were provided to us in support of this dollar amount.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.Sincerely,[redacted]Sr. Technical Claims Specialist

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 15, 2015, notifying us of the complaint filed by Ms. [redacted].Ms. [redacted] booked a cruise through Vacations...

to Go with scheduled travel dates ofNovember 29, 2014 to December 07, 2014. She made full payment for the cruise on September30, 2014. The travel insurance plan was purchased on November 14, 2014, with a TripCancellation coverage effective date of November 15, 2014. At that time a Description ofCoverage, outlining the plan's coverage and coverage restrictions was emailed to her. The tripwas canceled on November 22, 2014, due to Ms. [redacted]' medical condition.The policy provides benefits for a trip cancellation due to illness when certain requirements aremet. The Sickness "must first commence while your coverage is in effect under the Policy".There are also specific exclusions that apply to coverage. Under the heading GENERALEXCLUSIONS, "We will not pay for loss or expense caused by or incurred resulting from aPre-Existing Condition, as defined in the Definitions section, including death that results therefrom."As defined by the policy, "PRE-EXISTING CONDITION means a Sickness or Injury during the180-day period immediately prior to your effective date for which you or your TravelingCompanion: (1) received, or received a recommendation for, a diagnostic test, examination, ormedical treatment; or (2) took or received a prescription for drugs or medicine."The Pre-Existing Condition Exclusion does not apply provided the following requirements aremet: "a. coverage is purchased prior to or within 24 hours of your final Trip Payment; and b. youare medically able to travel at the time the coverage is purchased." Ms. [redacted] did notpurchase her policy within 24 hours of making her final Trip Payment. Therefore, thePre-Existing Condition exclusion does apply to her claim.According to the documentation provided to us Ms. [redacted] underwent a routine mammogramin October 2014, which showed an area of suspicion. She met with the surgeon on November05, 2014, and underwent a biopsy on November 11, 2014. The ultimate diagnosis of cancerresulted in surgery and follow up treatment.Ms. [redacted] received a recommendation for, and underwent a diagnostic test for her illnessduring the 180-day period prior to the policy effective date. This is a Pre-Existing Condition asdefined by the policy, and specifically excluded from coverage. We must reaffirm our originaldecision that no benefits are payable for this claim. We regret we could not be of service in thismatter.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.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.
The matter concerning CS Travel Protection has NOT been resolved. The company asked for proof of payment from myself and my daughter which was emailed to them. They confirmed receipt of the information requested, but we have no idea what is being done at this point; therefore, I am asking that the complaint remain open until the matter is satisfied. Thank you.
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.
Other than the letter that was sent to Revdex.com that the company would do further investigation, I have not heard anything.  I do not consider it resolved just because they said they would look further into it. 
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.
?V?RV??W Last summer we had a guests who stayed in one of our vacation rental properties in [redacted] in July. When they booked the property with us they purchased a CSA damage protection policy which GUARANTEED protection up to $5000.Immediately after they left the property - within 16 hours - the then current guests called at 4am to say that there was a leak in the laundry. A plumber was sent immediately only to find out that the leak was coming from the ceiling. The ceiling collapsed and upon further investigation it was discovered that the air conditioning coils were frozen. We were told by the 3 different technicians who were subsequently involved, that the only way that could happen was if someone turned the thermostat very low causing the airconditioning unit to not be able to keep up (it was 107 and above every day they were there.) This would cause the unit to be running continually and finally freeze. We have a Nest Thermostat and upon checking the history we did indeed find that during his stay that the thermostat was set for 50 degrees and was running almost continuously.We filed a claim with CSA and I emailed the guest - [redacted] to tell him he would be getting a call from them but not to worry as he had purchased insurance that completely protected him. I never heard back from him. I wrote to him a second time and, again, never heard back from him. This time I told him that if the CSA claim was denied that we would have to personally sue him for the damages.I was told by CSA that when they contacted him he denied turning the temperature down. That was enough for CSA. He denied culpability and that was that.Because we had such an overwhelming amount of evidence in our favor, we contested CSA's refusal to pay our claims and continued to supply them with all the information that they requested. They had an answer for every single piece of information we gave them claiming that it proved nothing and simply kept asking for yet one more pice of information until they finally said they only needed one thing more - to talk to the man who installed the new handler. They handled this by simply never being available to talk to him and never returning his calls.?UR ISSU?S: L?C? ?F ?????R??? ??D ????CS ?UR? US ?LL We use the company [redacted] and specifically VRBO to market our homes. They strongly advise that we offer damage protection saying that it will protect US the owners. Therefore we mandated all our guests to purchase it. After this happened we were told that the pollcy Is OWNED BY AND PROTECTS THE RENTER NOT THE OWNER and if the owner says they did not do something then that is that.F?C?S ???? ????G??? ?G???S? ????GR??? ??D ????CS. Our company traveled to the VRMA (Vacation Rental Managers Conference) conference last week. This is what I discovered:• In my effort to find a person of authority with whom I could discuss this issue, I found several individuals who immediately guessed that CSA was the company I was having a problem with because they had had issues with them as well denying claims. One of them significant. I was advised to talk to the Insurance Board of AZ. Finally I was encouraged to talk to the head of the ethics committee. He will be communicating with them. He personally had the denial of 1000 cases of customers who bought trip interruption insurance from them. They denied all the claims of all 1000 individuals who could not get to their rentals because a hurricane completely cut off all access to the island where there homes were. His battle with them was finally resolved in his favor. But it illustrates that this has been going on seriously for years.• [redacted] only offers products from ONE insurance company - CSA.• [redacted] gets a commission from every CSA policy that is sold and a generous one.• They have a longstanding relationship with CSA and I was told by their employees this was not going to change. They would not be switching to another company.• CSA and [redacted] were GOLD sponsors of the VRMA convention showing that they all have deep alliances and spent a huge amount of money for this convention of 1300.• CSA made a presentation that said their product PROTECTED OWNERS AND RENTERS.• CSA in their presentation boasted of the large amount of money they made last year and the significant rise in customers and growth they had made last year.• Last but not least - we lost $4,500. [redacted] is the largest and most successful vacation rental organization. That means that thousands upon thousands of individuals have been, are or will be affected by this company's unethical business practices when thy go to make their claims. The little guy is going to get hurt the most.Yes - this type of thing happens every single day at every level of life. But someone has to take a stand even in one small way. Every single time that we say - Ok-forget it, we lose. We lose our integrity, our ethics our moral compass. We have lost all trust in this country, in every one in it, our doctors, our politicians, out businessmen, our neighbors. No one feels safe. No one can trust that when someone says they will do something they will. This is just one more business that puts the bottom line above everything. Letting these things go simply helps everything our country stands for to disintegrate just a little more.
Regards,
[redacted]

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 11/03/17, notifying us of the complaint filed by Ms. [redacted],The underWriter has reviewed this...

matter and determined that coverage will be afforded. The files for Ms. [redacted] and her traveling companion will be reopened for the Claims Representative to ensure we have all the documentation needed to issue payment.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/Specialist

Dear Ms. [redacted];CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchased.Ms. [redacted] booked a trip with the scheduled trip dates of September 15, 2015 to October 07, 2015. The travel insurance plan was purchased...

on August 15, 2015. At that time a Policy Confirmation Letter and a complete Description of Coverage, outlining the plan's coverages and coverage restrictions, were emailed to her.Ms. [redacted] became ill during her trip and sought medical treatment on September 20, 2015. On September 26, 2015, she contacted our service provider, [redacted], herein referred to as EA, and stated she lost several days of sightseeing due to her illness,During the telephone conversation between Ms. [redacted] and ** on September 26, 2015, she requested assistance locating an English speaking doctor in [redacted], Croatia, induired on how to file a trip interruption claim, and asked, if she does not start feeling well, would ** be able to help her with an airline ticket back to [redacted]. ** provided her with contact information for [redacted] Hospital, emailed her the requested trip interruption claim form, making it clear that all claim determinations were made by the claims department, and advised Ms. [redacted] that she would need to provide ** with a copy of the medical report prepared by her treating physician. Ms. [redacted] stated she first wanted to be seen by the doctor in [redacted] before sending us the required medical report. Please note the ** representative attempted to explain to Ms. [redacted] that ** is a service provider for CSA Travel Protection, but not the actual travel insurance company.Approximately two hours after the initial telephone conversation between Ms. [redacted] and **, ** sent Ms. [redacted] an email stating they could arrange for a doctor's home visit, once she provided them with her current location. The following day, September 27, 2015, Ms. [redacted] replied stating she had already been seen at the [redacted] hospital and again requested the trip interruption claim forms. These forms were again emailed to Ms. [redacted] on September 28, 2015. On September 29, 2015, ** sent a follow-up email to Ms. [redacted] stating they could not authorize any further medical care, until they received the medical report from the treating physician for the medical treatment she had already received.On October 02, 2015, ** received an email from Ms. [redacted] asking them to confirm receipt of the documents she emailed. Soon after, ** responded to Ms. [redacted] stating all documentation regarding her trip interruption claim would need to be sent to CSA Travel Protection directly. There was no further discussion regarding Ms. [redacted]'s desire to return home early. Nor did Ms. [redacted] provide ** with a copy of the medical report needed to determine if it was medically necessary for her to return home early due to her illness.The plan purchased provides Emergency Assistance and Transportation coverage for: "Expenses incurred for non-emergency repatriation, including medically appropriate transportation and medical care en route, to a Hospital or to your place of residence in the United States of America, when deemed medically necessary by the attending physician, subject to prior approval by Us or our authorized agent." As previously stated, because ** never received the requested medical report from Ms. [redacted] and since Ms. [redacted] only stated she wanted to return home if she did not start feeling better, with no further discussion of her wanting to return home early, no further action was taken by us or our authorized agent, **.Additionally, the plan purchased provides trip interruption benefits 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 . . . ." As Ms. [redacted] has confirmed she continued on her trip as scheduled, despite her illness, all of her travel arrangements were used. Therefore, we are unable to provide benefits for the trip interruption policy maximum.Please note we have reached out to [redacted], Ms. [redacted]'s tour operator, to verify if she had any unused, prepaid tours in Croatia, Bosnia, and/or Herzegovina. On December 07, 2015, [redacted] Tours replied stating they are investigating the issue and they would respond to our request for information within 14 business days.If you have any questions, please feel free to contact us at [redacted], by email at [redacted] or by FAX at [redacted].Sincerely, [redacted] Technical Specialistcc; [redacted] / [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 December 17, 2014, with additional information from [redacted]The property manager of the rental unit instructed [redacted] not to come to the property dueto the projected path of Hurricane Gonzalo. There was no mandatory evacuation, or publicofficial advisement of evacuation, in St. Croix.The property owner confirmed that the unit was accessible and habitable during the scheduledtravel dates. The reason for the trip cancellation was not a covered reason that would allowpayment of benefits. Therefore, regretfully, we are unable to change our decision.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 Specialist

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 July 27, 2016, with additional information provided by Ms. [redacted].Ms. [redacted] has pointed out that the repairs to her damaged roof would need to take place during the time that she would have been on the scheduled cruise. The documentation provided for her claim included a letter from [redacted] indicating that they were contacted during the second week of October to inspect the damaged roof. It is unclear when this inspection occurred, but it was prior to the 10/26/15 and 10/27/15 emails between Ms. [redacted] and [redacted] of [redacted]. During these emails it was confirmed that the roof had been inspected by the roofer, was still leaking, and required repair as soon as possible.Ms. [redacted] has also noted that we failed to include her grandmother's death in our previous response. We apologize for not including this. According to the documentation provided to us, Ms. [redacted]'s grandmother passed away on 10/03/15.Coverage for Trip Cancellation benefits under this policy began on 10/29/15. In order to provide benefits, the Covered Event must occur prior to the plan's effective date. Both the damage to the roof and the death of Ms. [redacted]'s grandmother occurred prior to the 10/29/15 effective date. Although the repairs to the roof would take place during the scheduled travel dates, the damage occurred before coverage began.As previously stated, the policy will provide "TRIP CANCELLATION BENEFIT...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." Coverage is also subject to the plan's "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."We must again deny benefits for this claim. If you have any questions, please feel free to contact us at (800) 541-3522, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I will wait for the business to follow up with the doctor and evaluate the findings.  I will make determination as to whether the complaint is fully resolved once the company has responded with their resolution.
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 could not be more dismayed, frustrated and dissatisfied at this time.  This disgusting tenant left MY home in absolute filth.  I provided pictures to CSA showing the trash, the food, the dishes and the disgust that these people left my house in. I provided pictures showing they left the windows open.  I provided a statement which said the windows being left open caused ALL of the pipes in the house to freeze.  It took over 6 hours to thaw out.  These people showed complete disrespect to the way they used and treated my home.  I was made to believe that by the tenant purchasing the CSA insurance that I as the landlord was covered in case of damage.  Nowhere in the email the insurance company provides does it even show you where to go to obtain a copy of the policy, it states in the email YOUR PROPERTY IS NOW PROTECTED, when in fact it really is not. This company makes it very difficult to even find a copy of the insurance policy.  This insurance company apparently has no problem allowing tenants to completely destroy a home and have no repercussions as long as the tenant states "they didn't do it".  This insurance company is telling me by their action of denying this claim, that I am making all of this up, even though I have clear as day pictures showing what these people did to my home.  This insurance company is extremely misleading to landlords.    To absolve the tenant of liability when there is evidence to the contrary is poor business practice.  I would guess this tenant has a history of damaging vacation homes which is why he willingly purchased the insurance knowing that no claim would be paid as long as he denied culpability.  I have attached a copy of the email that I received when the policy is purchased, I have also attached pictures to show the disgust and filth my house was left in along with proof that the windows were open. 
I truly hope that the Revdex.com can help this insurance company see the error in their ways and do the right thing and payout this claim from damages done by THEIR client which have been documented fully. 
With Absolute Disgust,
[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.
Ms. [redacted],Thank you for...

your response but we still believe we were mislead regarding our Trip Cancellation Insurance policy we purchased through the VRBO website. When we purchased the policy we DID read your "Travel Insurance Policy" to make sure it was what we wanted. We wanted to make sure an illness or death of a non-traveling parent would be covered and on page 7 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 section. In our book of synonyms and antonyms we see that synonyms for "cancel" are: delete, erase, call off, rescind, set aside, void and recall. In our Webster's Dictionary they define "cancel" as: 1. to cross out 2. to make invalid 3. to do away with; abolish 4. 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 policy.On page 11 of YOUR policy it states when coverage begins. I will quote your policy. "Trip Cancellation coverage will take effect at 12:01 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: 1. THE DATE THE TRIP IS COMPLETED: OR 2. THE SCHEDULED RETURN DATE; OR 3. 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. [redacted], we believe it is obvious why we are so confused as to why we are being denied coverage on this policy. The policy says coverage ends on the scheduled return date which was April 7, 2015. 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, 2015. 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 trip. Those are YOUR Effective dates. How can you say our coverage ended on the first day of our trip?We have researched Travel Insurance and Trip Cancellation Insurance. On the "[redacted]" 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 claims. As stated in our first Revdex.com communication, we had no reason to believe we needed to purchase "Trip Interruption" insurance. It 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 vacation. We had no reasonable expectation of a need for an additional policy.We have read through your General Exclusions and can find NO REASON why our claim should be denied. Please reconsider our claim of $2,057.14.[redacted] & [redacted]----- Original Message -----From:"[redacted]" <l[redacted]>To:"[redacted]" <[redacted]>Cc:"[redacted]" <[redacted]>Sent:Wed, 22 Apr 2015 17:39:27 +0000Subject:Revdex.com of San Diego | Complaint ID [redacted] | [redacted]Re:       [redacted]             Email: [redacted] Revdex.com Complaint ID [redacted] CSA Policy #[redacted]   Dear Ms. [redacted],   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, 2015 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 [redacted] or [redacted].    Sincerely,   [redacted] Director of Compliance & Licensing     Enclosure/Attachment: Policy Confirmation Letter for #[redacted] including Travel Insurance Policy   Cc:       Revdex.com of San Diego               [redacted]             Vice President of Operations             CSA Travel Protection   [redacted], ACPDirector of Compliance and LicensingPhone[redacted] Fax[redacted]   l[redacted] Follow us on[redacted]www.csatravelprotection.comThis 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 it. If 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:[redacted]To:<[redacted]>Cc:Sent:13 Apr 2015 23:14:25 +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 #[redacted]. 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.[redacted] If your email program does not support HTML copy and paste the link below into your browser [redacted] Revdex.com of San Diego (San Diego, CA) [redacted] Phone: [redacted] Fax: [redacted] Email: [redacted] Web: [redacted]
Regards,
[redacted]

Dear Ms. [redacted]: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 dated November 13, 2015, notifying us of the complaint filed by Ms. [redacted].Ms. [redacted] booked a trip with the...

scheduled travel dates of October 23, 2015 to November 08, 2015. The travel insurance was purchased on October 13, 2015. At that time a Policy Confirmation Letter and the Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to Ms. [redacted].On November 12, 2015 we received claim documents indicates Ms. [redacted] cancelled her trip on October 15, 2015 due to her family member's death. While the plan purchased provides trip cancellation coverage for your Family Member's death, it specifically states: "We will not pay for any loss under this Policy, caused by, or resulting from . . . any issue or event that could have been reasonably foreseen or expected when you purchased the coverage." The death certificate provided indicates the death occurred on October 15, 2015 and lists the "Onset to Death" as two months. This specifies the conditions that caused the death began approximately August 15, 2015, prior to the purchase of this coverage.Furthermore, the plan purchased states: "Trip Cancellation coverage will take effect at 12:01 A.M. local time at your location on the day after the date your premium payment is received by us or our authorized agent." As Ms. [redacted] paid for her insurance premium on October 13, 2015, her policy became effective at 12:01 A.M. on October 14, 2015. As her family member passed on October 15, 2015, the day after her policy became effective, additional medical documentation is needed to ensure the death was not foreseeable when the insurance was purchased,Please note, we have not asked Ms. [redacted] to provide us with the deceased's medical records. We have only requested that she provide us with a Patient Authorization Form, signed by the deceased's authorized representative, allowing us to obtain the needed medical records.Finally, in regards to Ms. [redacted]'s request for a new claims representative. It is our standard procedure for each claim to be processed by one representative. Therefore, we are unable to accommodate Ms. [redacted]'s request for a new representative.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]

Claim Number: [redacted]-01 Policy Number: [redacted] Travel Dates: Apr 26, 2017 - May 18, 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...

5/25/17, notifying us of the complaint filed by Ms. [redacted].On Friday 5/19/17, we received Ms. [redacted]'s claim in our office. The file was assigned to a representative on Wednesday 5/24f17. The claim was reviewed on 5/25/17, and an email was sent to Ms. [redacted] requesting a copy of her Credit card statement showing the amount charged in U.S. dollars for the rental car damage. This documentation has been received and the payment entered in our system today for $1,345.58. This represents the amount paid $1,640.86, less fees for EPA, assessment, and collection/delivery charged by the rental car company that are not covered by this policy. The check should be mailed at the end of next Week.If you have any questions, please feel free to contact us at (800) 541-3522, by email at claims GRCsatravelprotection.com or by FAX at (877) 300-8670. 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.
PLEASE RE OPEN  THE CASE  AND POST WE ARE NOT IN AGREEMENT  WITH COMPANY  BECAUSE THERE IS NO CONCLUSION ON THE MEDICAL INFO PROVIDED..-  WE WILL HAVE TO WAIT , AS YOU MENTION ,  FOR THE RESPONSE OF THE MEDICAL REVISION AND OPINION ON THE FILES, AND PLEASE REFER TO DOCTORS REFFERED IN OUR DESCRIPTION , DOCTORS FROM THE VETERANS HOSPITAL ADMIN. THAT WHERE IN CHARGE OF [redacted] , MY FATHER Z”L  , THEY  CAN NOT DENY  WHAT WE ARE SAYING SINCE IT IS THE PRECISE DESCRIPTION OF EVENTS AS THEY WHERE PRESENTED TO US AND TO DOCTORS  BEST KNOWLEDGE .
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]

In order to investigate the complaint, we will need the names and policy numbers and/or claim numbers for each of the claims. The policies are purchased by the renters, and the claims would be set up in their names. Thank you.