Alterations Express

Dear Ms [redacted] : Please allow us a brief extension of time to complete our investigation of this complaint We anticipate that we will be able to submit our response on or before 2/15/ We apologize for the delay Please contact me if you have any questions regarding this file Thank you [redacted] AIG

To whom it may concern: This is in response to the concerns raised by Mr [redacted] regarding his Trip Interruption claim The claim has been reopened and returned to the Claims Analyst; payment has been requested as follows: TRIP INTERRUPTION Payment for additional transportation expenses and missed night hotel, $800.74, under Trip Interruption benefit Additional transportation expenses - $ Missed hotel - $ Total - $ TRIP DELAY Payment for additional hotel and meal expenses, $258.08, under Trip Delay benefit 6/30/ Hotel / Meal - $ 7/1/ Meal - $ Total - $- $= $ Mr [redacted] should receive his claim reimbursement within 7-business daysIf Mr [redacted] has any question regarding the payment; he should contact his claim analyst [redacted] directly at ###-###-#### Sincerely, [redacted] ***

Again I will stick to my reason, my mother suffered leg cramps because of her diabetes which causes her to walk slow from airport parking to the airline's counter with no available wheelchair or even a help desk to ask assistance from the route of parking area to Airline's counter was the main reason we were lateAIG is using the reason we were late but not seeing the reason why we were late? I told them my mother had leg cramps because of her diabetes which is not planned at all and we cannot or even my mother cannot know when and where leg cramps will attack, it is like having a heart attackAIG telling me we need some medical proof if my mother suffered leg crampsWell, I was on the phone talking to their representative that day and their representative did not even asked the reason why we were late then I could have explain to her that my mother has some medical issues and their Representative can advice us to go and look for doctor for future proof, they know better than me because they made their rulesI can show medical proof that my mother is seeing her Doctor regularly because of her diabetes but on the day she suffered leg cramps, how can I think about medical proof on that day wherein we were more concern about our flight and besides the reason I bought travel insurance was to be secure for our flight.I am not satisfied with their reason I need some medical proof which is inexcusable at allExcuses excuses excuses, if they do not want to refund the money that was deducted from me when I refund the airfare, let this be a negative record for them.I should have read customer comments thru this website before buying travel insurance of their companyI was really shocked reading a lot of complaints, now and they insist they are not at all a fault but excuses excuses excuses were all they can give to customer!!!!

March To Whom It May Concern, Thank you for the opportunity to provide a response to Mr [redacted] ’s recent concern regarding his Trip Cancellation claim (UC[redacted] 2) We can confirm that Mr [redacted] ’s insurance policy was purchased through www.travelguard.com When a policy is purchased online, the terms and conditions of the policy are available to be viewed prior to purchasing and after purchasing a policy It is the responsibility of the consumer to review the terms and conditions Please refer to your policy wording, which states in pertinent part: DEFINITIONS “Sickness” means illness or disease which is diagnosed or treated by a Physician after the Effective Date of insurance and while the Insured is covered under the Policy “Accidental Injury” means Bodily Injury caused by an Accident (of external origin) being the direct and independent cause in the Loss The policy requires a Physician to certify the loss at the time it occurs as proof of loss for the claim This is indicated within the terms and conditions in the policy provided to the insured If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-#### Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] Complex Claims Adjuster

November To Whom It May Concern, Thank you for the opportunity to provide a response to Mr [redacted] ’s recent concern regarding his Trip Cancellation claim (UC[redacted] ) Our records indicate that the insured purchased insurance on 08/07/2017, which became effective on 08/08/2017, to cover travel between 11/08/through 11/13/ The trip was cancelled on 10/09/as the destination of Puerto Rico was made Uninhabitable due to Hurricane MariaUnfortunately, we were not able to extend benefits as the Destination being made Uninhabitable or inaccessible is not a covered peril under the Trip Cancellation benefit Please see the named, covered perils below: Section II Benefits TRIP CANCELLATION AND INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; (1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; (2) Sickness or Injury of a Family Member not traveling with the Insured; (3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the businessSuch disability must be certified by a Physician (b) Inclement Weather causing delay or cancellation of travel; (c) Strike causing complete cessation of travel services at the point of departure or Destination; (d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary; (e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury; (f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination; (g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than days after an Insured’s effective date of coverage provided that he or she has been an active employee for the same employer for at least yearTermination must occur following the effective date of coverageThis provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons; (h) a Terrorist Incident in a City listed on the Insured’s itinerary within days of the Insured’s scheduled arrival The trip had been cancelled due to the destination of Puerto Rico being made Uninhabitable due to Hurricane Maria Unfortunately, we are not able to extend benefits as this loss is not a covered peril Premium refund requests can be made in writing to [email protected], and a member of our team will be able to assist further If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-#### Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] Complex Claims Adjuster

Revdex.com: I have reviewed the response made by the business in reference to complaint ID < [redacted] > [redacted] , and have determined that this does not resolve my complaint For your reference, details ofa close, we would like to know your view on the matter< [redacted] >.] The company didn’t respond to my question, why do I have to be a business owner to qualify? I bought the policy to be covered in case of travel interruption, I had a reasons for not traveling, my husband would’ve lost his job if he traveledThis is a work reasonExplain to me why your vompany cover for business owners onlyGive me a reason I can understand Regards, [redacted]

To whom it may concern:In response to Ms [redacted] concerns; an email was sent to [redacted] on 12/31/14:from [redacted] which included an attachment and link where Ms [redacted] could view her policy and description of coverage(DOC) in its entiretyThe DOC explains the insurance coverage, including the policy effective date and termination date, in detail.Based on the effective date wording of the policies; coverage can only be purchased up to the day prior to departure.Thank you for the opportunity to response to Ms [redacted] ' additional concerns.Sincerely, Matthew [redacted]

To whom it may concern: Claim # [redacted] has been set up on behalf of Mr [redacted] A copy of the claim form is attached to this response and is also being sent via USPS Mr [redacted] needs to submit the requested documentation that is listed on the forms including a copy of the "100% refund" wording he states he received from the Spirit Airlines website If Mr [redacted] has any further questions; he may contact the claims call center at ###-###-#### Sincerely, [redacted] (Claims Manager) /ss

[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 is satisfactory to me Regards, [redacted] ***

8/28/ To whom it may concern, Thank you for the opportunity to provide a response to Ms [redacted] ’s recent concern regarding her Trip Interruption claim (UC81792206) To provide an update on the claim, our records indicate that this claim was requested for payment for the amount of the additional transportation expenses, which totaled $ Our records also indicate that the assigned adjuster called and advised of the forthcoming payment on 8/22/16, but had to leave a message since the insured was not home at the time of the call If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-#### Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] (Complex Claims Adjuster)

8/15/ To whom it may concern, Thank you for the opportunity to provide a response to Ms [redacted] recent concern regarding her Trip Cancellation Claim No [redacted] To provide an update, our records show that this Trip Cancellation claim had been filed on 6/10/as Ms [redacted] *** was unable to obtain her passportThe policy extends coverage for cancellations that meet one of the covered, named perils outlined within the description of coverage Ms [redacted] ***’s reason for having to cancel did not meet one of those covered, named perilsThus, the claim was denied “Section II Benefits TRIP CANCELLATION AND INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; (1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; (2) Sickness or Injury of a Family Member not traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted and must be certified by a Physician; (3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the businessSuch disability must be certified by a Physician (b) Inclement Weather causing delay or cancellation of travel; (c) Strike causing complete cessation of travel services at the point of departure or Destination; (d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary; (e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury; (f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination; (g) a Terrorist Incident in a City listed on the Insured’s itinerary within days of the Insured’s scheduled arrival; (h) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than days after an Insured’s effective date of coverage provided that he or she has been an active employee for the same employer for at least yearTermination must occur following the effective date of coverageThis provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons.” The customer has indicated that she did not receive a copy of her Description of Coverage at the time of purchase, which would explain what the policy covers When the insurance coverage was opted for on the airline website, a prompt was provided which gave the customer an opportunity to review the terms and conditions of the coverage prior to following through with the purchase Additionally, it has been confirmed that Ms [redacted] was provided a complete copy of her Description of Coverage by email (at [email protected]) on 4/6/(9:PM)The email provided a link which would have taken the customer directly to the complete policy wording If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at 1-800-826- Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] (Complex Claims Adjuster)

To whom it may concern: We are in receipt of the credit card statement; however we still require the medical information previously requested to determine coverage as outlined in the policy purchased The policy purchased excludes certain medical conditions; therefore further information is required in order to determine coverage Once the additional medical information is received, we can continue to review the claimSincerely, [redacted] Claims Director /by

I called travel guard on Friday at 11am prior to this doctors visit and claim to clarify the process of filing a claim and whether or not the change in fair was coveredThe representative specifically told me that the change is fare was covered and that it should be a fairly easy claim processI was specifically told that it was covered, which was why I decided to fly the same airline for our return flightIf they had not told me that I would have used another airline for which I am a preferred customer Nd have enough miles for a free one way tripI would not have paid the extra cost of they had not told me to do so

May 3, To Whom It May Concern, Thank you for the opportunity to provide a response to Ms [redacted] recent concern regarding her Trip Cancellation claim (UC8100062161) Our records indicate that the insured purchased insurance on 07/15/2016, which became effective on 07/16/2016, to cover travel between 05/04/through 05/08/ The trip was cancelled on 03/10/as a result of Ms***’ pregnancy and the physician advising against travel due to the risk of being infected with the Zika virus Unfortunately, we were not able to extend benefits as Pregnancy is excluded from coverage and the risk of obtaining a Sickness is not a covered peril under the Trip Cancellation benefit Please see the named, covered perils below: Section II – Benefits TRIP CANCELLATION AND/OR INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, Business Partner or Host at Destination; (1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing continued participation in the Trip; Section III DEFINITIONS “Complications of Pregnancy” means conditions whose diagnoses are distinct from pregnancy but are adversely affected by pregnancy or are caused by pregnancy These conditions include acute nephritis, nephrosis, cardiac decompensation, missed abortion and similar medical and surgical conditions of comparable severityComplications of pregnancy also include nonelective cesarean section, ectopic pregnancy which is terminated and spontaneous termination of pregnancy, which occurs during a period of gestation in which a viable birth is not possibleComplications of pregnancy do not include labor, occasional spotting, Physician-prescribed rest during the period of pregnancy, morning sickness, hyperemesis gravidarum, preeclampsia and similar conditions associated with the management of a difficult pregnancy not constituting a nosologically distinct complication of pregnancy “ Pregnancy or Childbirth” means a pregnancy or childbirth that is free of complications or problems “Sickness” means an illness or disease diagnosed or treated by a Physician Section IV EXCLUSIONS AND LIMITATIONS GENERAL EXCLUSIONS This plan does not cover any loss caused by or resulting from: (b) Pregnancy or Childbirth, other than Unforeseen Complications of Pregnancy, or elective abortion of the Insured, a Traveling Companion or a Family Member; While we appreciate the opportunity to review Ms***’ claim, we are held to the terms and conditions of the policy purchased The policy does not provide coverage for the fear or risk of obtaining a Sickness, nor does it provide coverage for a medical condition that does not qualify as a defined Complication of Pregnancy For these reasons, our position is maintained as the reason for loss falls outside the scope of coverage purchased If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at 1-800-826- Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] Complex Claims Adjuster

9/15/ To whom it may concern, Thank you for the opportunity to provide a response to Ms [redacted] ’s recent concern regarding her Medical Expense claim (UC81778194) To provide an update on the claim, our records indicate that this claim was requested for payment in the amount of $for the expenses related to the medical condition Please note that there is a $deductible on the policy Our records also indicate that the assigned adjuster called and advised of the forthcoming payment on 9/15/16, but had to leave a voicemail for the insured If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-#### Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] (Complex Claims Adjuster)

[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 is satisfactory to me Regards, [redacted]

According to their response and even in their justification, relocation is considered to be coveredWhen speaking to the rep at first, she told me I needed justification to receive the refundI told her dude to a medical issue, I would now be working at a different location during the time my friend would be traveling here and that I had accrual ordersThe rep told me as long you have orders, it is coveredI gave them a copy and they continued trying to find loopholes to not pay me my moneyI gave them everything they asked for, no matter the reasoning, it was covered, yet they continue taking in millions and millions of dollars, but do not want to pay consumers money back when they need itAIG is a scam business who takes and never givesAll I want Is what's rightfully mine and can move onEven had they offered me 50% of my total, I would have settledFraud is their business

Response to 2/2/inquiry attached

12/6/ To whom it may concern, Thank you for the opportunity to provide a response to Mr***’s recent concern regarding his Trip Cancellation claims (UCand UC81826388) According to our records, the trip was booked and invoiced through Costco Travel on 5/13/This is the date that you provided your credit card information and authorized the initial payment transaction through Costco TravelThis is also the date that Costco Travel reported as your initial trip payment dateThus, 5/13/is the date that must be used when calculating the number of days between the deposit and the date the insurance was purchased on 6/3/ If the insured has further questions related to this claim, we welcome them to contact our Claims Department at ###-###-#### Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] (Complex Claims Analyst)

March To whom it may concern, Thank you for the opportunity to provide a response to Ms [redacted] ’s recent concern regarding her Trip Interruption claim (UC8100006883) We are aware that the reason for the Trip Interruption is due to a medical condition of Ms [redacted] ’s Travel Companion Per the Trip Interruption benefit the loss must be certified by a Physician at the time of the interruption As no Physician was seen to provide proof of the loss, as required by the policy, we are unable to extend benefits Please see pertinent policy wording: Section II - Benefits TRIP CANCELLATION AND INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; (1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted, or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing continued participation in the Trip; Trip Cancellation and Trip Interruption Proof of Loss The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurredThe Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the LossClaims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statementThe Insured must provide Travel Guard with all unused air, rail, cruise or other tickets if he/she is claiming the value of those unused tickets As the loss was due to a medical condition that was not certified by a Physician, we are not able to extend benefits If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at 1-800-826- Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] Complex Claims Adjuster