Alterations Express

RE: Revdex.com Complains # [redacted] We have reviewed the information regarding the above-listed Revdex.com complaint. The refund request for the insurance premium was denied based on: 1.       The request for a refund was submitted after the Fifteen Day First Look. The policy came...

into effect 12/12/15, the request for a refund was submitted 1/4/16.   2.       The request for a refund was submitted after the departure date. The listed departure date is 12/31/15, the request for a refund was sent 1/4/16.   Per policy wording the premium is non-refundable. FIFTEEN DAY LOOK: You may cancel this insurance by giving the Company or the agent written notice within the first to occur of the following: (a) 15 days from the Effective Date of your insurance; or (b) your Scheduled Departure Date. If you do this, the Company will refund your premium paid provided no insured has filed a claim under this Certificate. We have contacted the customer, and asked that the customer to send us proof that the flight from Frontier was cancelled at no penalty. The customer provided the documentation and a refund of $10.95 was issued. Travel Guard is closing the file on this matter. Thank you.

11/02/2016
To whom it may concern, 
Thank you for the opportunity to
provide a response to Ms. [redacted]’s recent concern regarding her Baggage Delay
claim (UC81854928).
At this time, we acknowledge that
a payment of $100.00 has been issued in error as the Baggage Delay benefit...

does
not provide coverage if the baggage is delayed after the Insured has reached
their intended Return Destination.
Please refer to the pertinent
policy wording (emphasis added):
BAGGAGE
DELAY
If the Insured’s Baggage is delayed or
misdirected by the Common Carrier for more than 12 hours while on a Trip, the
Company will reimburse the Insured up to the Maximum Limit shown in the
Schedule or Declarations Page for the purchase of Necessary Personal Effects.
Necessary Personal Effects do not include jewelry, perfume and alcohol.
Incurred expenses must be accompanied by receipts. This benefit does not apply if Baggage is delayed after the Insured has
reached his/her Return Destination.
Please note that since the
baggage was delayed after Ms. [redacted] reached her Return Destination the loss
is not covered under the terms and conditions of the policy purchased.  For this reason, we are unable to extend any
further compensation for this loss.
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.
Part 919 of the Rules of the Illinois Department of Insurance requires
that our company advise you that if you wish to take this matter up with the
Illinois Department of Insurance, it maintains a Consumer Division in Chicago
at 100 W. Randolph Street, Suite 15-100, Chicago, IL 60601 and in Springfield
at 320 West Washington Street, Springfield, IL 62767.
Sincerely,
[redacted] (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 is totally incorrect,  Unused days from the doctors diagnosis equal 102 days or $151.98.  See the prior documents sent with the complaint. 
Regards,
[redacted]

Travel Guard Policy Confirmation: 9[redacted] - S[redacted], LARRY ...  this is the confirmation # travel guard sent me   THANKS

28 Dec
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 ([redacted]).
Our
records indicate that the insured purchased insurance on 02/15/2017, which
became...

effective on 02/16/2017, to cover travel between 10/20/2017 through 11/12/2017.  The trip was cancelled on 10/03/2017 as a
result of Ms. [redacted] husband resigning from his job and financial hardship.  Unfortunately,
we were not able to extend benefits as this loss is not recognized as a covered
peril and financial hardship is excluded from coverage.      
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 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 must be because their condition is life threatening as certified by a
Physician, or they require the Insured’s immediate care. Such disability 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 business. Such disability must be certified by a Physician;
(b) Financial Default of an airline, Cruise line or tour
operator provided the Financial Default occurs more than 14 days following an
Insured's effective date for the Trip Cancellation or Trip Interruption
Benefits. There is no coverage for the Financial Default of any person, organization,
agency, or firm from whom the Insured purchased travel arrangements supplied by
others. This coverage applies only if insurance was purchased within 15 days of
Initial Trip Payment;
(c) Inclement Weather causing delay or cancellation of travel for
at least 24 consecutive hours;
(d) Strike causing complete cessation of travel services at the point
of departure or Destination;
(e) the Insured’s Primary Residence being made Uninhabitable or
Inaccessible by Natural Disaster, vandalism or burglary;
(f) the Insured’s Destination being made Uninhabitable or Inaccessible
by flood, tornado, earthquake, volcanic eruption, fire, wildfire or blizzard
that is due to natural causes;
(g) the Insured or Traveling Companion is hijacked, quarantined,
subpoenaed or required to serve on a jury;
(h) the Insured or Traveling Companion is called to active military
service or military leave is revoked or reassigned;
(i) a Terrorist Incident in a City listed on the Insured’s
itinerary within 30 days of the Insured’s scheduled arrival;
(j) the Insured or Traveling Companion is involuntarily terminated
or laid off through no fault of his or her own 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;
(k) a named hurricane causing cancellation or interruption of travel
to the Insured’s Destination that is Inaccessible or Uninhabitable. Claims are
not payable if a hurricane is foreseeable prior to the Insured’s effective
date. A hurricane is foreseeable on the date it becomes a named storm. The Company
will only pay the benefits for Losses occurring within 30 days after the named
hurricane makes the Insured’s Destination Uninhabitable or Inaccessible;
 
Section IV
EXCLUSIONS AND LIMITATIONS
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:
…(c) financial circumstances of the Insured, a Family Member or a
Traveling Companion;..
 
Additional medical documentation
was submitted in regards to a medical condition for Ms. [redacted] husband.  The documentation submitted indicated that
the medical condition started on 10/19/2017. 
The Trip Cancellation coverage ended when the trip was cancelled on
10/03/2017.  As the medical condition occurred
after this date, there would not be coverage under the policy for this
loss.  We were not able to overturn the
outcome of the claim.
 
Please refer to your policy
wording, which states in pertinent part:
 
Section I
EFFECTIVE AND TERMINATION DATES
Termination Date: Trip Cancellation coverage ends on the earlier of:
(a) the cancellation of the Insured’s Trip; or
(b) the date and time the Insured starts on his/her Trip.
 
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;…
 
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 resignation for Mr. Meister,
whom was not an Insured or Traveling Companion, nor the medical condition that
started after the Trip Cancellation coverage had ended.  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]
concerning his Trip Cancellation claim.
According to the information provided, the trip was cancelled due
to work reasons. The policy does not extend coverage for losses that are due to
work...

related reasons.  Thus, benefits
would not be eligible for reimbursement.
Please refer
to the policy wording, which states in pertinent part:
General Exclusions
This
plan does not cover any loss caused by or resulting from:
(d)
any business or contractual obligations of the Insured, a Family Member, or
Traveling Companion, for any reason;
TRIP CANCELLATION AND INTERRUPTION
The
Insurer will pay 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 the following events:
(a)
Sickness, Injury or death of an Insured or Family Member; 1) Injury or Sickness of an Insured 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)If Insured must cancel or interrupt his/her Trip
due to Injury or Sickness of a Family Member not traveling with the Insured it
must be because they require the Insured’s care.
(b)
Inclement Weather causing delay or cancellation of travel;
(c)
the Insured is involuntarily terminated or laid off through no fault of his or
her own, provided that he or she has been an active employee for the same employer
for at least 3 years. Termination must occur following the effective date of
coverage. This provision is not applicable to temporary employment, independent
contractors or self-employed persons;
(d)
the Insured’s Primary Residence or Destination being made Uninhabitable by
Natural Disaster, vandalism, or burglary;
(e)
the Insured being subpoenaed, required to serve on a jury, hijacked, or
quarantined;
(f)  the Insured is directly involved in or
delayed due to an automobile accident, substantiated by a police report, while
en route to the Insured’s Destination.
Based on the documentation
included in Mr. [redacted]’s claim file, we have determined that no benefits are available under the terms of the policy as
work obligations are not a covered loss. 
Please also note that
upon receipt of Mr. [redacted]’s complaint; we have reviewed the claim set up call
and determined that at no time during the conversation did the AIG
Representative advise Mr. [redacted] that his loss would covered per the terms and
conditions of the policy purchased.
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 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] (Claims Manager)
/ss

9/23/16
 
To whom it
may concern,
 
Thank you
for the opportunity to provide a response to [redacted]’s recent concern
regarding their
Trip
Cancellation claim (UC81825153).
 
To provide
an update on the claim, our records indicate that the insured...

purchased
insurance on
7/10/16,
which became effective on 7/11/16, to cover travel between 8/16/16-8/20/16. On
9/22/16,
the
assigned adjuster denied the claim because the reason submitted for
cancellation was not
considered
a covered reason under the Trip Cancellation portion of the policy.
 
Our claim
records also indicate that the assigned adjuster had a telephone conversation
with the
insured’s
mother this morning. During that conversation, the insured’s mother stated that
the website
used to
purchase the insurance indicated that the insured’s reason for cancellation was
covered.
Additionally,
the insured’s mother stated that in previous telephone conversations with our
company
representatives
they were told that the insured’s reason for cancellation would be covered.
 
In lieu of
this new information, the assigned adjuster is going to have the recorded
conversations with
our company
reviewed for their content, to see if any misleading or incorrect information
was provided
to the
insured. It was also documented that the insured’s mother was going to provide
further
documentation
from the website used to purchase the insurance for mistakes, or misleading
information.
 
Once this
additional information is received, it will be reviewed by the assigned
adjuster.
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]

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.] There was no illness weeks and days prior to planned trip.  Abrupt sickness, of a minor child, toddler, is not to  ever be taken lightly, especi[redacted] when traveling to a different country.. As I have stated in earlier comments, what is the purpose of trip insurance if one becomes sick on the day of travel, with no prior issues or ailments.   The airline even vouchered me back home, because of child's abrupt sickness.   The definition of prior is "existing or coming before in time, order, or importance, according to Dictionary.com and all other English dictionaries.
Regards,
[redacted]

3/28/16 To whom it may concern,  This is in response to the concern raised by Ms. [redacted] regarding her trip cancellation claim (UC81738879).  The latest correspondence included a statement from the insured indicating that she is not happy with the claims process, and that she...

would like a refund on the amount paid for the Interval exchange, and her week back thru the provider. We understand Ms.  [redacted]’s concerns, however we must adjudicate each claim according to the purchased Description of Coverage.  As of today’s date, we have not received any of the requested and required information needed to further process our insured’s claim. Once the required documentation is received from the insured, we will further process the claim and make the final claim determination at that time. Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns.  If Ms. [redacted] has any further questions related to her claim, we welcome her 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)

7/31/16
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 (UC81799897).
Our records indicate that the insured canceled her trip due
to her pregnancy.  On 7/14/16, our...

office
denied the insured’s claim because the reason given for cancellation in not a
covered event under the purchased policy.
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:
 
…..(b) Normal Pregnancy or Childbirth,
other than Unforeseen Complications of Pregnancy, or elective abortion of the Insured,
a Traveling Companion or a Family Member;…..
 
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.
 
The medical information provided with the insured’s claim
does not indicate that her pregnancy fits under the policy definition of “Complication
of Pregnancy”.  We must adjudicate each
claim according to the policy terms and conditions, and unfortunately in this
case, the reason for cancellation is excluded from coverage, and the insured’s
claim remains denied.  While we empathize
with the insured for having to cancel her travel arrangements, we must abide by
the policy wording. 
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)

02
November 2017
 
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 (UC8[redacted]).
Our
records indicate that the insured purchased insurance on 08/07/2017,...

which
became effective on 08/08/2017, to cover travel between 11/08/2017 through 11/13/2017.  The trip was cancelled on 10/09/2017 as the
destination of Puerto Rico was made Uninhabitable due to Hurricane Maria. Unfortunately, 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 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.
 
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]
[redacted]
Complex Claims
Adjuster

To whom it may concern:
 
This is in response to the concerns raised by Ms. [redacted] regarding
her Trip Cancellation claim.
 
According to the information provided, the trip was cancelled due
to a medical condition.  It is noted that
the illness was treated and...

diagnosed on 11/28/15.  The policy effective date is 11/28/15.  As symptoms were present prior to policy
purchase and treatment took place on the policy effective date, the condition
would be considered pre-existing and benefits would not be payable for a trip
cancellation.
 
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 90 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….
 
Treatment has been verified to have occurred during
the 90 day period immediately preceding and including the policy effective date
of 11/28/15 for the condition causing Ms. [redacted]’s loss.  The policy purchased excludes medical
conditions which meet the Pre-Existing Medical Condition Exclusion.  Based on the documentation
included in the claim file, we have determined that the
expenses being claimed are not covered under the terms of the 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 these portions of the claim as it falls outside the scope of the
coverage purchased.
 
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 our Claims Department at ###-###-####.
 
Sincerely,
 
Matthew [redacted])
 
[redacted]

To whom it may concern:
 
This is in response to the concerns raised by Mr. [redacted] regarding his Trip Cancellation claim.
 
According to the information provided, Mr. [redacted]’s trip was cancelled as he was not allowed to leave [redacted] until a later date due to military orders. ...

Unfortunately, the loss is not covered as military orders are not a covered reason under the Trip Cancellation benefit. 
 
Please refer to Mr. [redacted]’s 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 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.
 
It has been verified that the trip was cancelled due to military obligations.  Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy. 
 
Mr. [redacted] also contends that he was being treated for an injury prior to the cancellation of his trip. Mr. [redacted] is encouraged to submitted further medical information from his treating physician including the date of diagnosis, dates of treatment, and specific diagnosis.
 
Mr. [redacted]’s policy also states in pertinent part:
 
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 incurred. The 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 Loss. Claims 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 statement. The 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.
 
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. We encourage Mr. [redacted] to furnish our office with the following information.  We will, of course, re-evaluate our position on this claim upon receipt and review of such information.
 
A copy of the corresponding medical records from all medical providers treating the condition that caused the cancellation of the trip for a period of 11/16/14 thru 3/23/15 (policy termination date)
A statement from the treating physician confirming diagnosis, date of diagnosis and dates of treatment
 
 
Once we receive the required information from Mr. [redacted]’s physician, we can continue to review the claim.  Should Mr. [redacted] have any questions regarding the information needed to review his claim, we welcome him to contact the claims dept. at ###-###-####.
 
Thank you for the opportunity to review and respond to Mr. [redacted]’s concerns.
 
Sincerely,
 
Matthew F[redacted]
 
[redacted]

To whom it may concern:This is in response to the concerns raised by Mr. [redacted] regarding his parent's travel claim.The payment made in the amount of $1566.18 was based on the information given to AIG Claims from The [redacted]'s travel agent, Jackie. Based on the last correspondence between Laura...

and Jackie, the travel agency would be issuing the partial refund shortly. We have reassigned the claim to a new analyst; Mr. [redacted] may contact Christopher Moore directly at ###-###-#### with any further questions or concerns.We appreciate Mr. [redacted]'s patience.Sincerely,  [redacted]
[redacted]

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 of the offer I reviewed appear below.
<[redacted]>[To assist us in bringing this matter to a close, we would like to know your view on the matter<[redacted]>.]The response from the company did not add anything new. But it gave more proof that they deny claims for no good reason. This makes the customer frustrated, I know they are wrong and at the same time I can not do anything about it. They are the [redacted] side of the dispute. They don't even accept sickness reason even though I didn't provide any medical report about sickness. In their response they mentioned an appeal that I provided a medical report about sickness and they rejected that too. This proves one thing, this company does not cover interruption of travel for any reason. They always come up with a reason that does not convince their customers.  They need to be stopped from deceiving other customers. The Revdex.com has to interfere and do something about it, to give the people faith and trust in companies, when they know that they are protected from unfair policies and unfair companies. 
Regards,
[redacted]

29 March 2017
 
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 (UC8[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

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.This response from Travel Guard / AIG describes what the claims adjuster feels are my "responsibilities as a consumer."  This is the whole reason I have gotten the Revdex.com involved in the first place.  I did not sign a contract with Travel Guard that denoted my contractual "responsibilities as a consumer" of their product.  I did not agree to take on responsibilities nor did my family physician agree to take on responsibilities.  I purchased travel insurance based on my understanding of insurance -- most people pay and do not need it (go on their trip); some people (a small minority) have to cancel and have to file a claim.  The payments from the majority cover the claims of the minority plus profits for the company.  I was not informed of anything to the contrary.  If there were high-stakes condition which I was responsible for discovering, it should have been made very plain to me.  It was not!  The opportunities for policy review described in this response are news to me.  I did not even get an e-mail with the policy attached.  The first time I got to read the policy was during the claims process.  That being said, an "opportunity" to review fine print policies is not the same as notice and an agreement that plainly states the consumer's rights and responsibilities.  That is why after this Revdex.com intervention, if I am unsuccessful, I will be pursuing a consumer protection complaint against Travel Guard / AIG.  Not a threat -- just information about my path forward.Regards,
[redacted]

I just don't understand why they have a policy that states I cannot cancel 15 days after purchase, even though I will not be travelling for another 5 months from said purchase.For instance, if I purchased the insurance a year prior to a vacation, 15 days after the purchase I would not be able to cancel & get a refund, even though I'm not travelling for almost a year from then.The policy seems antiquated and preposterous & I see no reason whatsoever that it cannot be made flexible to satisfy a customers wish, as professional, respected companies do.  This is only $336 USD (a drop in the bucket) to a company that I am sure makes many millions of dollars a year, but that same $336 USD means a lot to a person like me who is on a fixed income and has saved up money for many years to have this vacation.Thank you.[redacted]

[redacted],
 
We removed your name from the mailing list on 3/24/15 but unfortunately, our last mailing list was pulled right before the date on which your name was removed. You can be assured that your name is indeed removed from all of our mailing lists and moving forward you will not receive...

mail from us in the future. We apologize for any inconvenience this may have caused.
 
Thank you.