Alterations Express

Response to 2/2/18 inquiry attached.

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]

Regarding complaint [redacted]:
Travel Guard has worked directly with the customer and has
issued a refund for their policy in the amount of $10.95.
Travel Guard considers this matter closed. Thank you.

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.
Your agent rejected my claim over the phone, told me don't waste my time. You have all pertinent information. Make the call.
Regards,
[redacted]

3/23/16 To whom it may concern,  This is in response to the concern raised by [redacted] regarding their trip cancellation claim (#[redacted]).  The latest correspondence included a statement from the insured indicating that they are not satisfied with the processing time thus far with the...

claim.  We received additional information on 3/10/16, and the claim will be further processed with that information.  We handle the claim processing based on when the documentation was received, and process claims in date order.  We apologize with the delay in processing this specific claim, but it will be processed shortly. Thank you for the opportunity to review and respond to [redacted]’s concerns.  If [redacted] has any further questions related to the claim, we welcome [redacted] 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] (Claims Manager) /dr

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] In a previous message, you stated that you needed written verification from United Airlines showing that I was indeed removed from the flight due to medical conditions.  You now have an e-mail statement from the airline proving this.  I don't know the reason for further delays in resolving this simple matter.  I will be saving these messages and forward them to [redacted] of [redacted] as this company definitely needs some 'public exposure'.

[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.  Please note that in all my dealings with Ms. [redacted] at Travel Guard, she never once mentioned to me that the credit card statement showing the charges was a required document.  It was also not clearly expressed as a required document in the Travel Guard claims request database.  The only thing that Ms. [redacted] continued to request was a diagnosis of my husband's illness and that is all she kept asking me for in order to complete the claim.  (The doctor's office will not provide a diagnosis in writing for HIPAA Privacy purposes and our lawyer says it should not be a requirement to adjudicate this case since the doctor's note was sufficient enough and it was previously provided. I previously sent the airline receipt from Spirit Airlines, along with the itinerary breaking down the cost per traveler.  Attached you will find the screenshot of my credit card statement from the Spirit Airlines charge.  I will not forward the entire statement so I hope the screenshot of the charges will suffice.  Thank you for your attention to this matter.
Regards,
[redacted] D[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.
I still feel I meet the trip interruption policy my trip was interrupted by a family members death. Your policy doesn't state the death needs to occur during the trip it states that if my trip is interrupted due to a family members death and it was so, lets get a check cut for me and call it a day. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

12/6/2016
To whom it may concern,
Thank you for the opportunity to provide
a response to Mr. [redacted]’s recent concern regarding his Trip Cancellation claims
(UC81826367 and UC81826388).
According to our records, the trip was booked and invoiced
through Costco Travel on 5/13/2016. This is the date that you provided your
credit card information and authorized the initial payment transaction through
Costco Travel. This is also the date that Costco Travel reported as your
initial trip payment date. Thus, 5/13/2016 is the date that must be used when
calculating the number of days between the deposit and the date the insurance
was purchased on 6/3/2016.
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)

To whom it may concern:
 
This is in response to the concerns raised by Mr. [redacted].
 
We are unable to pre-approve or pre-deny a claim over the phone. We can only advise information based on the terms and conditions of the policy purchased by our insured. We strongly encourage Mr....

[redacted] to contact our Claims Call Center at ###-###-#### option #3 to initiate a formal travel insurance claim.
 
Mr. [redacted] should have his policy # 917954470 available when contacting the Claims Dept. since this will be required to initiate the claim.
 
Once the claim is initiated and the necessary information is obtained, we will be able to properly review and adjudicate Mr. [redacted] claim based on the terms and conditions of the insurance policy purchased.
 
Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding his travel insurance policy.
 
Sincerely,
 
[redacted] (Claims Manager)
 
/ss

To whom it may concern: This is in response to the concerns of Ms. [redacted] relating to her daughter’s Trip Interruption claim. The additional information submitted regarding the Trip Interruption claim has been received and is currently  under review. Ms. [redacted] will be receiving a response within the next 7-10 busine** days, once the review has been completed.   Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns.  If Ms. [redacted] has any further questions relating to her claim, we welcome her to contact the Claims Dept. 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 late. AIG 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 attack. AIG telling me we need some medical proof if my mother suffered leg cramps. Well, 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 rules. I 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 all. Excuses 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 company. I 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!!!!

I have spoken with a lawyer about my complaint.  In his professional opinion, the policy is misleading. We purchased gold level insurance (coverage up to $25,000) in case something would go wrong.  Yes, Travel Guard recognized and paid for the replacement passports, hotels, and some other unforeseen expenses.  BUT, due to the language in the policy, they are not wanting to pay for the most expensive expense due to the theft: the change in air fare pricing to fly home one day later. My next step is to talk with and meet with class action lawyers.

To
whom it may concern:
This
is in response to the concerns raised by Mr. [redacted] regarding his Trip
Interruption claim.
Upon
further review of the information submitted with the claim documents, the claim
has been reopened and returned to the Claims Analyst for further...

processing.
We
apologize for any undue stress this situation may have caused Mr.[redacted] and
thank you for the opportunity to re-review his Trip Interruption claim.
If Mr. [redacted] has any further questions regarding his claim,
we welcome him to contact his Claims Analyst, [redacted], at ###-###-####.
Sincerely,
[redacted]

We are satisfied with the Travel Guard response providing payment is actually received.  It shouldn't have taken such persistence to get this accomplished but the end result is acceptable.  We will use Travel Guard in the future and recommend the company to friends but we hope that they will honor their contracts more readily in the future.[redacted] and [redacted]

To whom it may concern:
 
This is in response to the concern raised by Mr. [redacted] regarding
his Trip Cancellation claim.
 
According to the information provided, the trip was cancelled due
to severe weather.  Unfortunately,
weather is not a listed coverable reason...

under the Trip Cancellation benefit;
therefore, we are unable to extend benefits under the policy purchased.
 
Please refer to the policy wording, which states in pertinent
part:
 
General Exclusions
The following
exclusions also apply to Trip Cancellation and Trip Interruption:
Unless otherwise provided by this plan Benefits will
not be provided for any loss resulting (in whole or in part) from:
...(a) travel arrangements canceled by an airline,
Cruise line or tour operator, except as provided elsewhere in the plan;
 
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, 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; (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) the Insured’s Primary Residence being made Uninhabitable
or Inaccessible by Natural Disaster;
(c) the Insured or Traveling Companion is hijacked,
quarantined, subpoenaed or required to serve on a jury;
(d) the Insured and/or Traveling Companion is
involved in an traffic accident, substantiated by a police report, while en
route to the Insured’s Destination;
(e) a Terrorist Incident in a City listed on the
Insured’s itinerary within 30 days of the Insured’s scheduled
arrival.
 
Based on the documentation included in your claim file, we have
determined that no further benefits are available
under the terms of your policy. While we wish the outcome of our
review could have been more favorable, we must adjudicate each claim in
accordance with the terms and conditions of the policy purchased by our
Insured.  Therefore, we must maintain the
denial of this claim as it falls outside the scope of the coverage purchased.
 
Mr. [redacted] has been advised to
submit further information he received showing he was advised that weather is a
covered loss under the policy. Once this information has been received, we will
happy to review the claim further.
 
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]
 
[redacted]

To whom it may concern:
 
This is in response to the additional concerns raised regarding [redacted]’s Trip Cancellation claim.
 
The policy purchased for [redacted] trip is Travel Insurance; based on the terms and conditions of the policy, we find that the claim has been properly adjudicated.
 
While we understand [redacted] frustration and concerns and we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.   
 
We encourage [redacted] to contact our Quality Assurance Dept. directly at 1-866-350-3256 with any further questions she may have regarding her Trip Cancellation claim.  
 
Thank you for the opportunity to review and respond to [redacted]’s concerns. 
 
Sincerely,
 
[redacted] ([redacted])
 
[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.
Rejection of
Travel Guard’s Claim DenialWe reject
Travel Guard’s denial of our claim as falling outside of the scope of the
coverage purchased.  To restate, our
claim for trip cancellation benefits (as provided for in our policy) is based
on three facts:Our policy make no mention of the naming of winter storms as being a determining factor in how Travel Guard defines winter storms as being foreseeable;Travel Guard has provided specific guidance on their website that clearly describes the thresholds that must be achieved to enable a policy holder to claim trip cancellation benefits resulting from winter storms. The Travel Guard website makes no mention whatsoever of the naming of winter storms as being a determining factor in their decision-making and this is the only guidance regarding winter storms provided by Travel Guard.See link belowhttp://www.travelguard.com/whybuy/winterstorms.asp?intcmp=clc-001-Nav-3-Win...⇄ have provided Travel Guard supporting documentation satisfying the requirements on their website.Please note
that a prospective customer sees no mention whatsoever about named winter
storms being a determining factor in how Travel Guard denies coverage of trip
cancellation claims either in our policy or on their website.          This information is only known to the
customer when the claim is actually denied when a winter storm was named before
the effective date of the policy.  In fact,
their website says something different.We filed
this complaint with the Revdex.com because Travel Guard continues
to find that a winter storm was named before the effective date of the policy
(and again, note mentioned in our policy). Since Travel Guard is accredited
with the Revdex.com, then we feel that they have the responsibility to abide by your
Standards of Trust and your Code of Advertising.  In the
Standards of Trust, Travel Guard is supposed “to clearly disclose all policies,
guarantees, and procedures that bear on a customer’s decision to buy.”  Utilizing the naming of a winter storm as the
determining factor in finding our claim falls outside of the scope of the
coverage purchased when neither our policy nor their website makes any mention
winter storm naming language completely fails to meet the Standard of Trust to
Be Transparent.  Regarding
the Code of Advertising, one of the four Basic Principles of the Code speaks to
misrepresentation. ”Misrepresentation may result not only from direct
statements, but by omitting or obscuring a material fact.”   Travel Guard could have included the naming
of winter storms in their policy as they have done for the naming of
hurricanes, but they chose not to do so. The website link noted above explains
to prospective customers exactly how trip cancellation benefits are to be
treated for the same situation in which we filed our claim. Note that Travel
Guard could have easily included guidance regarding the naming of winter storms
but they chose not to include it. The omission of this key material fact as to
how winter storm naming can in fact directly affect claim eligibility results
in a gross misrepresentation of what Travel Guard is marketing on their
website. Travel Guard
is using the naming of winter storms as the determining factor in rejecting a
claim and it’s only apparent to the customer when a claim is actually denied.
Not only are they failing to meet your standards, but they are violating a
basic standard of ethical behavior in dealing with policy holders and
prospective customers.Note:
Original complaint contains more detail
Regards,

To whom it may concern:
 
This is in response to the concerns raised by Ms. [redacted]
regarding the Trip Cancellation claim.
 
According to the information provided, the ticket was cancelled
due to the untimely passing of Ms. [redacted]’ son.  Please allow us to express...

our deepest
sympathies for her loss.  Unfortunately,
as the untimely passing took place prior to the effective date of 01/01/16 we
are unable to extend coverage for the loss. 
 
Please refer
to the policy wording, which states in pertinent part:
 
Section I
EFFECTIVE AND TERMINATION DATES
Effective Date: Trip
Cancellation coverage will be effective at 12:01 a.m. Standard Time on the date
following payment to the Company or the Company’s authorized representative of
any required plan cost.
 
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; …
 
This policy defines the following:
 
“Unforeseen” means not anticipated or expected and occurring after
the effective date of coverage.
 
Section IV
EXCLUSIONS AND LIMITATIONS
GENERAL EXCLUSIONS
This plan does not cover any loss caused by or
resulting from:
… (l) any loss that occurs at a time when this coverage
is not in effect; …
 
It has been verified the airline
ticket was cancelled due to an untimely passing which took place prior to
coverage being in effect.  Based on the
documentation included in the claim file, we have determined that the expenses
being claimed are not covered under the terms of Ms. [redacted]’ policy.  While
we wish the outcome of our review could have been more favorable, we must
adjudicate each claim in accordance with the terms and conditions of the policy
purchased by our Insured.  Therefore, we
must maintain the denial of this claim as it falls outside the scope of the
coverage purchased.
 
Thank you for the opportunity to review and
respond to Ms. [redacted]’ concerns.  If she
has any further questions relating to her claim, we welcome her to contact
our  Claims Department at ###-###-####.
 
Sincerely,
 
[redacted]
 
/**

9/12/2017
To whom it may concern,
Thank you for the opportunity to provide a response to Mr.
[redacted] recent concern regarding his Trip Interruption and Travel Delay
claim ([redacted]).
To provide an update on the claim, our records indicate that
the adjuster will be in contact...

with the customer to request some additionally
required documentation in order to complete review of the claim due to the
Barcelona terror attack.  To elaborate,
the claim has not been denied and remains active.
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 must 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)