Alterations Express

To whom it may concern:
Upon review of the phone call in question; Travel Guard has requested further reimbursement under Ms. [redacted]' policy for the fare increase in the amount of $386.16. Ms. [redacted] should receive the reimbursement check within the next 5-7 business days.
Thank you for the opportunity to review Ms. [redacted]' concerns.
Sincerely,
Matthew F[redacted]
[redacted]

18 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 10/17/2017, which became...

effective on 10/18/2017,
to cover travel between 10/18/2017 through 10/24/2017.  The trip was interrupted on 10/18/2017 as the
result of a medical condition of Ms. [redacted] son.  Unfortunately, we were not able to extend
benefits as the medical condition was deemed Pre-Existing by the policy’s
definition as symptoms were present on the coverage effective date.  The policy excludes any loss due to a
Pre-Existing Medical Condition.
 
Please refer to your policy
wording, which states in pertinent part (emphasis
added):
 
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 60 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.
 
While we
appreciate the opportunity to review Ms. [redacted] claim, we are held to the
terms and conditions of the policy purchased. 
The policy excludes any loss due to a Pre-Existing Medical
Condition.  Unfortunately, we are not
able to extend benefits under the Trip Interruption benefit.
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 Mr.
[redacted]’s additional concerns regarding his Trip Cancellation claim.
We apologize if Mr.
[redacted] feels that he was misled during his claim experience; however, AIG Travel
Guard call center representatives are unable to pre-approve or pre-deny a claim
over the phone. They can only advise information based on the terms and
conditions of the policy purchased by the insured and the information given at
the time of the phone call. A final determination can only be made once all the
necessary claim documentation is received and reviewed by a licensed claims
adjuster.
We encourage
Mr. [redacted] to submit the written information he referred to in the complaint
for further review; however, based on the claim information previously submitted,
we find that the claim has been properly adjudicated under the terms and conditions
of the policy purchased and maintain the denial at this time.
Thank you
for the opportunity to review and respond to Mr. [redacted]’s concerns.
Sincerely,
[redacted] (Claims Manager)
/ss

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, the trip was cancelled due to winter storm Jonas.  It is noted that Jonas became a named storm
on...

01/19/2016.  In order for coverage to
be available for this named peril, the insurance must have been purchased on or
before 01/18/2016.  The insurance policy
was purchased on 01/19/2016 with an effective date of 01/20/2016.  Unfortunately, as the insurance was not
purchased on or before 01/18/2016 benefits would not be payable under Trip
Cancellation as the winter storm Jonas was no longer Unforeseen.
Please refer to the policy wording, which states in pertinent
part:
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 of any required plan cost.
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:
…(b) Inclement Weather causing delay
or cancellation of travel for at least 24 consecutive hours;
“Inclement
Weather” means any severe weather condition
which delays the scheduled arrival or departure of a Common Carrier or prevents
the Insured from reaching his/her Destination when traveling by a rented or
owned vehicle.
“Unforeseen”
means not anticipated or expected and occurring
after the effective date of coverage.
While we understand Mr. [redacted]’s position in this regard we must
also consider when the event that ultimately caused the cancellation first
began.   In this case the winter storm
that caused the loss started prior to the purchase of the policy and the
effective date of coverage. 
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
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 1-866-350-3256.
Sincerely,
[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.Please see attached PDFs that state directly from the company that my claim is closed and not under review. From the very beginning, the company has maintained that they do not consider the terrorist attack as a trip interruption. This is completely counter to the contract agreement between consumer and insurance company AIG. If they are reviewing my claim further, why is my claim closed? 
Regards,
[redacted]

To whom it may concern:We have completed our review ofMs. [redacted]’s Trip Interruption claim for response to the concerns Ms.[redacted] raised in her complaint.  Pleasenote the medical documentation provided was not signed by the treating medicalprofessional and also was not on the medical...

provider’s letterhead.  While we acknowledge andunderstand Ms. [redacted]’s position, the documentation that has been submitted doesnot support payment of the claim. However in an attempt to resolve and re-evaluate the reason the trip wasinterrupted, we welcome Ms. [redacted] to submit the following to review:·        A signed statement on the medical provider’sletterhead from the nurse who saw Ms. [redacted] during travel·        A physician’s statement from Ms. [redacted]’s physicianthat can attest to the medical condition and the necessity to leave the trip atthe time of the lossOnce this documentation is received,we will review Ms. [redacted]’s lo** being claimed.  Should Ms. [redacted] have any questions, we welcome her to contact ourclaims department at [redacted].Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns. Sincerely, [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.AIG refused my claim for giving me the same reason. While purchasing policy they told me to that they will cover all the medical reason under this policy. They should not give that false information while purchasing the policy.As per their word I purchase the policy while talking with the agent.So its due to the wrong information agent has provided me and they should not give false information.Request you to go further on my comment and do needful.
Regards,
[redacted]

Customer contacted our office via phone on 1/12/17 inquiring about policy cancelation as the trip was canceled.   Customer was advised on the steps necessary to contact our refund department to put in a request.  Purchase date of the policy was  12/22/16.  This policy has a...

15 day guarantee from purchase date.  1/5/17 would have been the 15th day.  2/1/17 policy was canceled due to our bank recalling the funds as the customer disputed the charge with their back.  We received a direct chargeback, which caused the policy to no longer be paid.  Customer received a full refund from their credit card company/bank.  Resolved. 3/12/17 Customer called into our call center inquired about refund.  Rep explained the chargeback.  Customer then verified this credit was given to them by their bank. 3/12/17 Customer called back into our call center.  Customer wants to cancel dispute, have bank give funds back to us and our company in return give refund.  Rep advised customer to email refund department. 3/13/17 Refund department received email from customer.  Advised at this point there is nothing further we can do as funds have not been deposited back to our account.  Unfortunately, we had no control of the bank taking the funds away which caused the policy to no longer be valid and we will have no control of the funds coming back to us.  That can take weeks if not longer.  In addition if the funds do come back the customer is not with in the refund guidelines.  That is something we will review then under as an exception.  Step one is receiving the funds back, Right now there is nothing further we can do for this customer but direct them to continue to work with their bank.  we cannot refund funds that were taken away from us at the choice of the customer, whom made to dispute the charge. If the customer wants to discuss this directly they can reach out to myself at ###-###-####  I am happy to walk them through this process. We apologize that we cannot be of more assistance at this time. Thank you. [redacted] Administration Manager

To whom it may concern:Upon further review of Mr. [redacted]'s claim, we have contacted Squaw Valley to verify the upgraded pass that Mr. [redacted] purchased. Squaw Valley confirmed that Mr. [redacted] did indeed upgrade his ski pass and paid a total of $319.00. The ski pass dates of coverage on Mr. [redacted]'s policy are 11/28/14-4/30/15 which equals 154 days total. Mr. [redacted]'s doctor advised cancellation on 3/19/15 therefore the prorated figures are as follows:$319.00 divided by 154 days = $2.07 per day pass cost. $2.07 x 43 missed days of the pass (3/19/15 - 4/30/15) = $89.07 for the prorated portion of the pass. $89.07 less the $48.16 previous payment made on the claim leaves a remaining balance of $40.85. The analyst has requested payment today (2/16/16) for this amount and Mr. [redacted] should receive the additional reimbursement check in the next 7-10 business days. Any further questions regarding the claim should be forwarded to Mr. [redacted]'s claim analyst, [redacted].Thank you for the opportunity to review Mr. [redacted]'s concernsSincerely, [redacted]/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.
I provided AIG/Travel ample time (3 months) and opportunity to enable process my claim. However, AIG/Travel Guard deployed a tactic of stall and delay by assigning the claim to 3 different adjusters who all kicked the can down the road. Thus, I sought Revdex.com intervention to enable resolve this matter in an amicable manner. Thus, I am providing AIG/Travel Guard a final opportunity to pay my claim as submitted in the amount of $ 2112.64 by end of business day Friday 25, 2016. Should they comply I will withdraw my complaint to PA-AG's office and will not pursue this matter further. If they fail I will move forward with all legal recourse against AIG/Travel Guard to include claim amount+ interest + attorney fees + court cost + bad faith claim + punitive damages in a court of law which please note. I appreciate Revdex.com assistance in trying to resolve this matter amicably. Unfortunately, it does not seem AIG/Travel Guard wish to pay and settle the matter. Thank you
Regards,
[redacted]

Good Afternoon, I hope this email finds you well. Please accept this letter from National Union Fire Insurance Company of Pittsburgh, Pa. as confirmation that the Consumer Complaints Division received your letter of complaint dated 1/18/2018 and submitted on behalf of [redacted]....

Thank you. Best, [redacted] AIGAdministrative AssistantConsumer Complaints Division

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 covered. The representative specifically told me that the change is fare was covered and that it should be a fairly easy claim process. I was specifically told that it was covered, which was why I decided to fly the same airline for our return flight. If 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 trip. I would not have paid the extra cost of they had not told me to do so.

11/10/16
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 (UC81708679).
At this time, we acknowledge that the documentation for the
Medical Expense claim was not reviewed timely, and...

that our responses to her
inquiries were not done so on a timely basis. 
We do apologize for this delay, and any inconvenience this delay has
caused.
To provide an update on the claim, our records indicate payment
for the full amount of the medical expenses incurred, $1,269.45, was issued on
11/9/2016 via Check No. 7041228.  The adjuster
emailed and advised of the forthcoming payment on 11/8/16.
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)

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.My lawyer has stated that there is NO NEED for you to know what my husband was diagnosed with.  The doctor will NOT put that in writing as it goes against HIPAA Privacy regulations and doctor/patient confidentiality.  All my husband was told was that he was highly contagious and should remain out of public for at least a week and remain under the doctor's care if he did not improve.  This included boarding a flight and flying across country!The physician's letter which was submitted previously in January is the ONLY document the physician will give us and my lawyer has advised that is all that you need to adjudicate this claim.  The illness was acute in nature and kept him out of work for one week.  If his employer can accept it, you should, too.
I am NOT satisfied with this decision and this is the LAST of the discussion regarding this letter.  I cannot provide anything further and the doctor has indicated they will NOT put a diagnosis on paper because of our HIPAA statement which we signed indicating that NOBODY will be told of a diagnosis except each other.
Regards,
[redacted]

AIG Travel Guard did not respond to me until after I complained to the Revdex.com. Since then I sent them the death certificate and all the documents again, that Ioriginally sent them. I mailed a copy of those documents with the complaint number on them to your office also.  They at this time have still not responded tome. I faxed them all the information they asked for on 10/27/2016.

To whom it may concern:
 
This is in response to the concerns raised by Ms. [redacted]
regarding her recent travel claim.
 
According to the information provided, Ms. [redacted]’s trip was
interrupted due to a flight delay on 11-11-15 for air traffic control...

reasons.   As a result she missed her flight connection
to St. Thomas and were re-accommodated on a new flight and arrived at the
destination later than originally anticipated and made a claim for the value of
the first day of the trip.   In this
situation Ms. [redacted] still utilized the hotel/resort accommodations on that night;
therefore, there would be no Unused Trip Costs to reimburse under the terms of
the policy and we are unable to extend a claim payment on this portion of the
claim.
 
Please refer
to the policy wording, which states in pertinent part:
 
MISSED CONNECTION
If,
while on a Trip, the Insured misses a Trip departure resulting from
cancellation or delay of 3 or more hours of all regularly scheduled airline
flights due to Inclement Weather or Common Carrier caused delay, the Company
will reimburse the Insured up to the Maximum Limit shown in the Schedule or
Declarations Page for:
(a)
additional transportation expenses incurred by the Insured to join the departed
Trip; and
(b)
prepaid, nonrefundable Trip payments for the Unused portion of the Trip.
The
Common Carrier must certify the delay of the regularly scheduled airline
flight.
Coverage
is secondary if reimbursable by any other source.
 
It has been verified that there are
no forfeited hotel expenses to reimburse and based on the documentation
included in Ms. [redacted]’s claim file, we have determined that the $1000 being
claimed for the inconvenience of arriving later than scheduled is not covered
under the terms of your policy. 
 
While
we wish the outcome of our review the Missed Connections benefit 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.
 
Ms.
[redacted] has been advised to submit further documentation regarding the value
of the missed pre-paid rental car cost for further review. Once this
information is received, we will continue to process that portion of the claim.
 
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,
 
[redacted]
 
/**

Thank you for contacting Travel Guard. This insurance policy was purchased in April of 2014 and Travel Guard has been covering the trip for Trip Cancellation coverage since that date. We have reviewed both calls from the first call that was made to purchase with [redacted] and the second call with [redacted]....

Each call the customer addressed the concern and each representative explained the reasons that would be covered and never confirmed the situation described as being covered. The insurance has now been used to file a claim, so naturally we cannot refund the insurance since it's been utilized. We do issue refunds within the Satisfation Period and we review over requests before the travel dates. The travel dates in this case were back in April of 2014, so this policy is expired and the premium is non-refundable.
Our company always strives to give the finest quality service to our customers, while administering the contract as it is written. 
 
If you have further questions, please contact me directly.
I hope this addresses all your concerns. 
Sincerely,
 
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]
 
Fax +[redacted] | Tel +[redacted] Ext. [redacted]
 
[redacted] | www.travelguard.com | www.aig.com
 
IMPORTANT NOTICE:
The information in this email (and any attachments hereto) is confidential and may be protected by legal privileges and work product immunities. If you are not the intended recipient, you must not use or disseminate the information. Receipt by anyone other than the intended recipient is not a waiver of any attorney-client or work product privilege. If you have received this email in error, please immediately notify me by “Reply” command and permanently delete the original and any copies or printouts thereof. Although this email and any attachments are believed to be free of any virus or other defect that might affect any computer system into which it is received and opened, it is the responsibility of the recipient to ensure that it is virus free and no responsibility is accepted by American International Group, Inc. or its subsidiaries or affiliates either jointly or severally, for any loss or damage arising in any way from its use.

I spoke with Mr. [redacted] on 3/14/17  At this time I told him that I was not able to refund his insurance premium as he had disputed his credit card and the money was taken back from our company by the bank.  He understood and explained that he contacted his bank to have this resolved on this end.  He is in the process of making a purchase and needs this resolved to move forward.  As I explained I am happy to process a refund once we receive the funds back from our bank.  I also explained to him this can take months for this to happen.  If the bank charges him back that doesn't mean we automatically get our funds.  It is a long process once these steps are taken instead of trying to work with us the merchant directly.  There is nothing at this time that I can do further.  As of 4/13/17 we have not received the funds back from the bank.  Once our company receives these funds I will immediately refund them back to the customer and email him.   I apologize for the miscommunication with the phone calls.  I was out of the office and in my attempt to reach out I did send an email correspondence to Mr. [redacted] at v[redacted]@me.comWhen the situation is resolved and I am able to refund this I will reach out to his email.  In the mean time another form of communication to reach me is via email at [email protected] want to again remind the customer that due to the steps taken on his end these funds were taken away from us and we at this time have not been credited the funds back to refund him. Thank you. [redacted]Administration Manager

To whom it may concern:
This is in response to the
concerns raised by Ms. [redacted] regarding her policy quote and Trip Cancellation
claim.
According to our records, on 7/14/15 [redacted] Travel created
a quote for insurance for [redacted] and family for travel 8/6/15
through...

8/10/15. The quote number provided was [redacted] and our system shows an
email address of [redacted] in
which the quote was sent to.
The first telephone call that Travel Guard received was on
7/31/15 at 2:59pm CST. We asked if the customer was calling in regards to an
existing policy and the customer advised yes. The customer was unable to
provide the policy number so we searched the information in our system by name
(provided the name of [redacted]) and located information in the
system. We then provided a number as a reference-[redacted]. The customer’s
question was about promo codes for booking shore excursions. We referred her
back to the booking company or cruise line. There was no discussion or question
in regards to insurance.
The next call received was 8/1 6:23pm CST. The caller
([redacted]) advised she was calling in regards to an existing policy. The
caller asks about cancelation due to illness or injury and we discuss the
general benefits of the policy. The caller asks if she wanted to file a claim
if she could.  Because it was a weekend, we advised the hours of the
claims department as 7a-7p Monday through Friday.
On 8/3 a call was received to initiate a claim due to
illness of the caller’s mother. In this call we were notified that they found
out on Friday night (7/31) about the illness and the need to cancel the trip.
Through the process of reviewing the claim we asked for the
customer to provide us proof of the payment for the insurance as this had not
been received by our office. The customer advised that she has no proof of
payment and that no payment was provided. She also stated that she feels she
was not told that the insurance information she received with her booking was
only a quote.
Additional information gathered during the process of this
claim included medical information regarding the ill party to prove the loss.
The medical certificate shows dates of treatment of 7/20, 8/1, and 8/6 with the
physician advising cancellation on 8/1. The call to our office to inquire about
benefits was 8/1 at 6:23pm CST. Based upon the information provided at the time
the claim was initiated and the attending physician’s statement the loss had
already occurred at the time that we were contacted regarding benefits. Had the
customer provided payment for the policy at the time that we had initial
contact the loss would not be payable under the terms and conditions of the
quoted product due to the loss being foreseen and a pre-existing medical
condition.    
Thank you for the opportunity to review and respond to Ms.
[redacted]’s concerns.
Sincerely,
[redacted]
[redacted]

We received the customer’s request for a premium refund on
10/27/15. As the customer pointed out in their statement, the policy was
purchased in June of 2015 with an effective date of 6/21/15. Upon purchase the
customer received a copy of the terms and conditions. In the policy it...

states:
 FIFTEEN DAY LOOK: You may cancel this insurance by givingthe Company or the agent written notice within the first to
occur ofthe following: (a) 15 days from the Effective Date of yourinsurance; or (b) your Scheduled Departure Date. If you do
this,the Company will refund your premium paid provided no
insuredhas filed a claim under this Certificate. Since the request for a refund was received on 10/27/15,
more than 15 days past the effective date of 6/21/15, the premium is
non-refundable.  Our company always strives to
give the finest quality service to our customers, while administering the
contract as it is written. Should the customer need to file
a claim or need assistance while on their trip we will be available to assist
in any matter that we can.