Alterations Express

Regarding Travel Guard policy 9[redacted]:
We received correspondence from the customer to cancel and
refund the referenced policy on 1/9/17. The policy was...

canceled and a refund of
$28 was issued back to the MasterCard on file. Please note that timeframe for
posting varies per merchant and typically it can take 1-2 weeks for a refund to
post back. Travel Guard considers this matter closed.
Thank you.

RE: Revdex.com Complains # [redacted].     Dear [redacted],   We have reviewed the information regarding the above-listed Revdex.com complaint. A refund of the processing fee was issued back to your credit card on 7/25/16. Please note, refunds can take 1-2 weeks to post.   Travel Guard is...

closing the file on this matter.  Thank you.

1 November 2017
 
To Whom It May Concern,
 
Thank you for the opportunity to
provide a response to Ms. [redacted]’s recent concern regarding his Trip
Cancellation claim ([redacted]).
Our policy does not provide
coverage due to the requirement to work regardless if the insured is an
employee or a business owner.  The policy
is a named perils policy that provides specific covered reasons under the Trip
Cancellation benefit.  Unfortunately, we
are not able to extend benefits at this time.
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 response is regarding the concerns raised
by Ms. [redacted] relating to her Trip Interruption
claim.
According
to our records it is indicated that Ms. [redacted]’s insured trip dates were
1/14/15-5/26/15 and her trip was interrupted due to a medical...

condition on 5/26/15.
As a result, Ms. [redacted] exchanged her original return airline ticket for a
new date of travel incurring a change fee in the amount of $145.00. Travel
Guard has reimbursed Ms. [redacted] for the $145.00 change fee incurred to
return home due to the covered condition that occurred during her insured
policy coverage dates. It should also be noted that Ms. [redacted] policy’s
terminated as of 5/26/15.
The
additional travel expenses Ms. [redacted] incurred in the amount of $406.89 were
incurred after her policy termination date and unfortunately, are not a covered
loss under the Trip Interruption benefit.
Ms. [redacted] has been reimbursed for the $145.00 change fee imposed on
the original airfare that was insured under the Travel Guard policy
purchased.  Based on our review, we find that the claim has been properly
adjudicated under 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 outcome of this claim as it falls outside the scope of the coverage
purchased.
Should Ms. [redacted] have any
questions regarding her claim, we welcome her to contact her claims analyst,
[redacted] at ###-###-####.
Thank you for the opportunity to review and respond to Ms. [redacted]
‘s concerns.
Sincerely,
[redacted]
[redacted]

2 March
2017
To whom it
may concern,
 
Thank you
for the opportunity to provide a response to Ms. [redacted]’s recent concern
regarding her Trip Interruption claim (UC8100006883).
We are
aware that the reason for the Trip Interruption is due to a medical condition
of Ms. [redacted]’s Travel Companion.  Per
the Trip Interruption benefit the loss must be certified by a Physician at the
time of the interruption.  As no
Physician was seen to provide proof of the loss, as required by the policy, we
are unable to extend benefits.
Please see
pertinent policy wording:
Section II - Benefits
TRIP CANCELLATION AND INTERRUPTION
The Company will reimburse the Insured a
benefit, up to the Maximum Limit shown in the Schedule or Declarations Page, if
an Insured cancels his/her Trip or is unable to continue on his/her Trip due to
any of the following Unforeseen events:
(a) Sickness, Injury or death of an
Insured, Family Member, Traveling Companion or Business Partner;
(1) Sickness or Injury of an Insured,
Traveling Companion or Family Member traveling with the Insured must be so
disabling as to reasonably cause a Trip to be canceled or interrupted, or which
results in medically imposed restrictions as certified by a Physician at the
time of Loss preventing continued participation in the Trip;…
Trip Cancellation and
Trip Interruption Proof of Loss.
The Insured must provide Travel Guard documentation of the cancellation or
interruption and proof of the expenses 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.
As the
loss was due to a medical condition that was not certified by a Physician, we
are not able to extend benefits.
If the
insured has any further questions related to this claim, we welcome them to
contact our Claims Department at 1-800-826-1300.
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

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 Interruption claim ([redacted]).
The policy specific[redacted] defines what is considered to be a Pre-Existing
Medical Condition.  The medical condition
that caused the trip to be interrupted met the policy’s definition of a
Pre-Existing Medical Condition as symptoms and treatment were received on the
effective date of 10/18/2017.  As the
policy excludes any loss due to a Pre-Existing Medical Condition, we were not
able to extend benefit. 
The policy documentation was sent via email on 10/17/2017 at
7:47 PM CST from [email protected]
to [email protected] and [redacted]@travelby[redacted].com after the purchase
of the policy.  The emailed information
would have provided access to the full Description of Coverage for the insurance.  Previously, policy quotes had been obtained on
05/08/2017 and 09/21/2017.  The policy
quote information was also emailed to both address listed above from [email protected].  This information would have provided access
to the full policy terms and conditions as well, prior to the purchase of the
policy on 10/17/2017. 
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

[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.  I would like to make note that AIG did not provide you with a full account of our correspondence. After I supplied the letter from my doctor, AIG wanted further information. They did not make it as simple as it seemed. I asked them if I could file a formal complaint and from then on, I was not replied to until I asked the Revdex.com for assistance. Thank you so much for being my advocate in this. I do not believe such a positive outcome would have occurred without your help.
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.
This claim 2as essentially denied over the phone. I called twice and both times was told this claim is not valid. If your policy clearly states 100% refund due to change of plans, than you must honor that. If you are unable to honor that than change your policy so others are not mislead.
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.
My point is and the reason why I submitted this to the Revdex.com is that the CDC is recommending that all women & men, of child bearing age, to not travel. How does this constitute a fear of getting sick, when the CDC has such recommendation? What can this group do to help me get my money back? I wouldn't have wasted my time submitting a complaint if all the resulted of this was the Revdex.com forwarding my message back to the insurance company that is denying me? 
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.  thank you very much for your help. I have received a email from the business stating that they will refund my money as I requested. I thought I would just let you know that they have settled with me and I will keep you posted if they actually refund the money. they said that it will take anywhere from 48-72 hours.
Regards,
[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 ofa close, we would like to know your view on the matter<[redacted]>.]
The company didn’t respond to my question, why do I have to be a business owner to qualify? I bought the policy to be covered in case of travel interruption, I had a reasons for not traveling, my husband would’ve lost his job if he traveled. This is a work reason. Explain to me why your vompany cover for business owners only. Give me a reason I can understand.
Regards,
[redacted]

To whom it may concern:
 
This response is regarding the concerns raised by Ms. [redacted]
regarding her claim. 
 
According to the claims records, Ms. [redacted] cancelled her
trip due to a medical condition. Ms. [redacted]’s analyst needed to contact the
tour...

operator, American Patriot Getaways to verify when the trip and insurance
policy was purchased. This information was received on 1/15/16 and the analyst reviewed
it on 2/8/16; based on that information medical records were requested from Mr.
[redacted]’s treating physicians to rule out a possible pre-existing medical
condition.
In pertinent part, the policy states:
Section
IV
EXCLUSIONS
AND LIMITATIONS
GENERAL EXCLUSIONS
… (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.
 
Once we receive the required information from Mr. [redacted]’s physician,
we can continue to review the claim. 
Should Ms. [redacted] have any questions regarding the information needed
to review her claim, we welcome her to contact the claims analyst, Kimberly
Jazdzewski at ###-###-#### extension [redacted].
 
Thank you for the opportunity to
review and respond to Ms. [redacted]’s concerns.
Sincerely,
 
Matthew [redacted] ([redacted])
 
/**

Dear Ms. [redacted]: Please allow us a brief extension of time to complete our investigation of this complaint.  We anticipate that we will be able to submit our response on or before 2/15/18.  We apologize for the delay.  Please contact me if you have any questions...

regarding this file.  Thank you  [redacted]
AIG

3/23/16 To whom it may concern,  This is in response to the concern raised by [redacted] regarding her trip cancellation claim.  The latest correspondence included a statement from the insured indicating that she is not happy with the claim’s processing time and to state that they...

will not be submitting any further documentation regarding the claim.  We have requested medical information from the treating doctor to verify the condition that caused the trip to be canceled.  We require this information because there are certain medical conditions that are excluded from coverage under the trip cancellation coverage, and we need to know if the medical condition is considered pre-existing per the policy language. Please refer to the policy wording, which 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. We understand the concerns of the insured, however in order to process the claim further, the requested medical information regarding the actual diagnosis, date of diagnosis, and dates of treatment is required before the claim can be properly adjudicated. Thank you for the opportunity to review and respond to Ms. D[redacted]’s concerns.  If Ms. D[redacted] has any further questions related to his claim, we welcome him 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

RE: Revdex.com Complains # [redacted] Unfortunately we are not able to review the complaint until we have the policy information. We have tried to contact the customer via the phone number that was provided and were not able to connect successfully. We have emailed the customer requesting more information,...

including their policy number. We will await their reply.                                  Our company always strives to give the finest quality service to our customers, while administering the contract as it is written.

Dear Ms. [redacted], Please find attached our response on this matter, along with a copy of your policy. Thank you.

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

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 Trip Interruption claim (UC81796462).
While we understand the position of the insured, we must
abide by the policy wording contained in the Description of Coverage.  The Trip Interruption portion of the policy
lists the covered reasons for this coverage to be applicable.  Unfortunately, the reason for their
interruption is not a listed reason under the coverage, and therefore
reimbursement for the outstanding expenses cannot be considered at this time.
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)

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

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]