Alterations Express

To whom it may concern: This is in response to the concerns raised by Mr*** regarding his Trip Cancellation claimAccording to the information provided, the trip was canceled due to winter storm Jonas. After further review and investigation, it has been decided that benefits will be extended for the filed claim. This information has also been communicated directly to the insured from a staff member at our officeThank you for the opportunity to review and respond to Mr***’s concerns. If Mr*** has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-#### Sincerely, *** *** (Claims Manager) /dr

To whom
it may concern:
This is
in response to the concerns raised by Ms*** regarding her Trip
Cancellation claim
According
to the claim information, Ms*** submitted a cancellation due to a “family
situation which does not allow us to go at this time”
We
ask
that Ms*** please refer to the policy wording, which states in
pertinent part:
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, Service Animal or Business Partner;
1) Sickness or Injury of an Insured, Traveling
Companion, Family Member traveling with the Insured, or Service Animal 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 Des***tion;
(d) the Insured’s Primary Residence being made
Uninhabitable or inaccessible by Natural Disaster that is due to natural causes,
vandalism or burglary;
(e) the Insured’s Des***tion being made Uninhabitable
or inaccessible by flood, tornado, earthquake, volcanic eruption, fire,
wildfire or blizzard that is due to natural causes,
vandalism or burglary
(f) the Insured or Traveling Companion is hijacked,
quarantined, subpoenaed or required to serve on a jury;
(g) the Insured or Traveling Companion is called to
active military service or military leave is revoked or reassigned;
(h) a Terrorist Incident in a City listed on the
Insured’s itinerary within days of the Insured’s scheduled arrival;
(i) the Insured or Traveling Companion has
Complications of Pregnancy, Pregnancy or ChildbirthComplications of
Pregnancy, Pregnancy or Childbirth must occur after the Insured’s
effective date of coverage and can be verified by medical records;
(j) 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 with 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;
(k) the Insured and/or Traveling Companion is involved
in or delayed due to a traffic accident, substantiated by a police report,
while en route to the Insured’s Des***tion;
(l) the Insured has an employer-initiated transfer
within the same organization of or more miles which requires the Insured’s
Primary Residence to be relocatedNotification of
the transfer must occur after the effective date of
coverage;
(m) the Insured or Traveling Companion is a student at
a primary or secondary school and is required to complete an extended school year
that falls on or beyond the Departure Date;
(n) a named hurricane causing cancellation or
interruption of travel to the Insured’s Des***tion that is Inaccessible or Uninhabitable
Claims are not payable if a hurricane is foreseeable prior to the Insured’s
effective dateA hurricane is foreseeable on the date it becomes a named
stormThe Company will only pay the benefits for Losses occurring within
days after the named hurricane makes the Insured’s Des***tion Uninhabitable or
Inaccessible;
(o) a theft of passports or visas specifically required
for the Insured’s Trip substantiated by a police report;
(p) mechanical/equipment failure of a Common Carrier
that occurs on a scheduled Trip and causes complete cessation of the Insured’s
travel and results in a Loss of 50% of theInsured’s Trip length
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
We have requested proof of loss to substantiate Ms
***’s claimOnce the requested information is requested, we will be able to
further process the Trip Cancellation claimAccording to our records, a copy
of the Certificate of Insurance was provided to Ms*** at the time of
purchasing the policy via email
Thank you for the opportunity to respond to Ms***s
concernsWe encourage Ms*** to contact our claims deptat ###-###-####
with any further questions or concerns regarding her claim
Sincerely,
*** *** (Claims manager)
/ss

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 2/23/18. We apologize for the delay. Please contact me if you have any questions regarding this file.
Thank you *** ** ***
AIG Pine Street, New York, NY 10005Tel +1 | Fax +1 [email protected] | www.aig.com

To Whom it May Concern: We have completed our review of Mr***’s Trip Cancellation claim for response to the concerns Mr***’s raised in his complaint. According to our records, reimbursement has been requested for Mr***’s Trip Cancellation claim. Should Mr*** have
any questions, we welcome him to contact our claims department at ***Thank you for the opportunity to review and respond to Mr***’s concernsSincerely, *** *** Claims Director /by

7/28/
To whom it may concern,
Thank you for the opportunity to provide a response to Mr
***’ recent concern regarding his Baggage and Travel Documents claim (UC81784591)
At this time, we do acknowledge that the documentation for
the claim was not reviewed timelyWe
do
apologize for this delay, and any inconvenience this delay has caused
To provide an update on the claim, our records indicate that
this claim was requested for payment on 7/26/for the full amount of the
allowed benefit of $500. Our records also indicate that the assigned
adjuster called and advised of the forthcoming payment on 7/26/
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,
*** *** (Complex Claims Adjuster)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  This entire experience just goes to prove that big companies do not care one iota about the "little" guy & that "the customer comes first" does not apply to all companies.  All I have tried here is to get a refund of services that I have yet to use - like cancelling an on-line order before it is shipped and receiving a refund with absolutely no problems.I will be reminding my friends, co-workers & family to shy away from using the services of this insurance company & sticking with reliable, professional, Canadian insurance companies
Regards,
[redacted]

[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]

28 August
2017
 
To Whom It
May Concern,
 
Thank you
for the opportunity to provide a response to Dr. [redacted] recent concern
regarding his Trip Cancellation claim ([redacted]).
Per the
claim documentation submitted, the trip had included scheduled travel...

to Cuba,
a US sanctioned country.  Prior to any
claim payments being issued, we must first confirm that all laws and
regulations, as enforced by the U.S. Treasury Department’s Office of Foreign
Assets Control, are followed and met.
 Please note, per the policy:
Any
payments under the policy will only be made in full compliance with all United
States of America economic or trade sanction laws or regulations, including,
but not limited to, sanctions, laws and regulations administered and enforced
by the U.S. Treasury Department's Office of Foreign Assets Control
("OFAC"). Therefore, any expenses incurred or claims made involving
travel that is in violation of such sanctions, laws and regulations will not be
covered under the policy. For more information, you may consult the OFAC
internet website at http://www.treasury.gov/resource-center/sanctions/ or a
Travel Guard representative.
Our
Compliance Team has reviewed the documents submitted by Dr. [redacted] and have
requested the following information:
*
AIG Cuba certification with the people to people category checked, and
*
Documentation showing the activities under which the people to people category
could be utilized - showing a full time schedule of educational exchange
activities.
This information
will be required to confirm that all laws and regulations of OFAC are being
followed and met. 
If the
insured has any further questions related to this claim, we welcome them to
contact our Claims Department at 1-800-826-1300.
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
This
correspondence is sent by AIG Claims, Inc. as authorized administrator for
National Union Fire Insurance Company of Pittsburgh, PA.

To whom it may concern:
This is in response to the concerns raised by Ms. [redacted]
regarding her Trip Interruption claim.
We understand Ms. [redacted]’s frustrations and concerns; however, we
must adjudicate each claim in accordance with the terms and conditions of the
policy purchased by our Insured.  Since the resort booking is on a per
night basis and the accommodations were used overnight on 11/11/15-11/16/15, there
would be no Unused Trip Costs to reimburse under the terms of the policy.
If Ms. [redacted] has any further questions relating to her claim,
we encourage her to contact our Claims Department at ###-###-####.
Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns.
Sincerely,
 
[redacted]
 
[redacted]

To Whom It May Concern:
In order to further review Mr. [redacted]'s claim the following information previously sent to the insured is required:
 
* Medical Authorization form
* Physician’s statement providing specific diagnosis, date of diagnosis, and dates of treatment.
 
Until we receive the required information from Mr. [redacted] or his physician, the claim will remain closed. 
Sincerely, 
 
Matthew F[redacted]
 
[redacted]

August 23, 2017
 
To Whom It May Concern,
 Thank you for the opportunity to provide a response to Ms.
[redacted]’s recent concern regarding her Trip Cancellation claim (UC8[redacted]).
Our records indicate that the insured purchased insurance on
07/13/2017, which became...

effective on 07/14/2017, to cover travel between 07/28/2017
through 07/31/2017.  The trip was
cancelled on 07/27/2017 as a result of Ms. [redacted] being required to work
during the scheduled travel. 
Unfortunately, this reason is not a covered peril under the Trip
Cancellation benefit and benefits were not extended.
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 on 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;
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 business. Such
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 14 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 1 year. Termination must occur following the effective date of
coverage. This 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 30 days of the Insured’s scheduled
arrival.
While we appreciate the opportunity to review Ms. [redacted]’s
claim, we are held to the terms and conditions of the policy purchased.  The policy does not provide coverage for being
required to work during the scheduled travel dates.  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 ###-###-####.
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:
This is in response to the concerns raised by Ms. [redacted]
regarding her father’s Trip Cancellation claim.
We understand Ms. [redacted]’s frustration and concerns;
however, the requested medical documentation is required information to
finalize the Trip Cancellation claim. Proof of loss is a requirement for all
Travel Insurance claims filed and are subject to proper claim procedures.
Attached is an electronic copy of the Medical Certificate
that can be emailed to the patient’s attending physician. The Medical
Certificate can be returned to AIG via email or fax once completed.
We encourage Ms. [redacted] to contact the claims adjuster, [redacted]
[redacted] directly at ###-###-#### with further questions regarding the claim.
Thank you for the opportunity to
review and respond to Ms. [redacted]’s concerns.
Sincerely,
[redacted]
[redacted] (Claims Manager)
/ss

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They will pay 390$ for the lost luggage and 100$ for the delayed one. But they said the trip intruption still under review.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

9/15/16
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 $3092.88 for the expenses
related to the medical condition.  Please
note that there is a $50 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)

8/16/16
To whom it may concern, 
Thank you for the opportunity to provide a response to Ms. [redacted]’s
recent concern regarding her Baggage claim (UC81798772).
To provide an update on the claim, our records indicate that
this claim was requested for payment in the amount of...

$648 on 8/16/16.  Our records also indicate that the assigned
adjuster called and advised of the forthcoming payment on 8/16/16.
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)

8/16/16
To whom it may concern, 
Thank you for the opportunity to provide a response to Ms. [redacted]’s
recent concern regarding her Trip Cancellation claim ([redacted]).
Our records indicate that the insured purchased insurance on
6/1/15, which became effective on 6/2/15 to cover a...

trip from 8/24/15 thru
9/1/15.  The original claim, and
subsequent appeals have all been denied because the medical condition that led
to the cancellation of the trip was considered pre-existing per the policy
wording.
Please refer to the policy wording, which states in
pertinent part:
Section
IV
EXCLUSIONS
AND LIMITATIONS
                  GENERAL EXCLUSIONS
This plan does not cover any loss caused
by or resulting from:
 
(o) PRE-EXISTING MEDICAL CONDITION
EXCLUSION:
The Company will not pay for any loss or
expense incurred as the result of an Injury, Sickness or other
condition (excluding any condition from
which death ensues) of an Insured, Traveling Companion, Business Partner or
Family Member which, within the 180 day period immediately preceding and
including the Insured’s coverage effective date: (a) first manifested itself, worsened,
became acute or had symptoms which would have prompted a reasonable person to
seek diagnosis, care or treatment; (b) for which care or treatment was given or
recommended by a Physician; (c) required taking prescription drugs or
medicines, unless the condition for which the drugs or medicines are taken
remains controlled without any change in the required prescription drugs or
medicines.
 
Medical records obtained throughout the claim investigation
indicated that the insured had symptoms of the condition, and was treated for
the condition in December of 2014, and March and May of 2015.  Even though the final diagnosis may not have
been made until after the policy effective date, the dates listed above are
within the pre-existing look back period. 
The medical condition is considered pre-existing according to the policy
language above, and the claim remains denied.
Our claim records also indicate that our office contacted
the insured’s treating doctor on 8/16/16 per their request.
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)

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 - $800.74
Missed
hotel - $38.67
Total
- $839.41
TRIP
DELAY
Payment
for additional hotel and meal expenses, $258.08, under Trip Delay benefit.
6/30/2015
Hotel
/ Meal - $270.27
7/1/2015
Meal
- $26.48
Total
- $296.75 - $38.67 = $258.08
Mr.
[redacted] should receive his claim reimbursement within 7-10 business days. If
Mr. [redacted] has any question regarding the payment; he should contact his
claim analyst [redacted] directly at ###-###-####
Sincerely,
[redacted]

May 3,
2017
 
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 05/04/2017 through 05/08/2017.  The trip was cancelled on 03/10/2017 as a
result of Ms. [redacted]’ 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 Normal 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
severity. Complications 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
possible. Complications of pregnancy do not include false 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.
“Normal
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) Normal 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. [redacted]’ 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 1-800-826-1300.
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:
This is in response to the concerns raised by Mr. [redacted] regarding his Trip
Cancellation claim.
Thank you for the additional information; new claim information regarding the
Trip Cancellation has been received and is under review. A Claims Quality
Assurance...

representative will be in contact with Mr. [redacted] once their review has
been completed.  Please be advised that we must adjudicate each claim in
accordance with the terms and conditions of the policy purchased by our
Insured. 
 
Thank you for the opportunity to review and respond to Mr. [redacted]’s
concerns.  If Mr. [redacted] has any further questions relating to his
claim, we welcome him to contact our Claims Department at ###-###-####. 
Sincerely,
 
[redacted]