Alterations Express

3/28/16 To whom it may concern, Please see our original response below to the complainant’s concerns.  The information that is required is requested below.  We will be able to further process the complainant’s claim when the requested information is received. Sincerely, [redacted] (Claims Director) /dr 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 1-866-350-3256. 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

To
whom it may concern:
 
This
is in response to the concerns raised by Mr. [redacted] regarding his grandson’s
Trip Cancellation claim.
 
Please
note that we have received all the necessary information needed from Mr.
[redacted]; however, we have contacted [redacted]...

Airlines for necessary trip and
insurance information. Once this information is received, we will be able to
further process the travel claim.
 
The
analyst assigned to the claim is [redacted] and he followed up with
[redacted] on 1/26/16. If Mr. [redacted] has further questions regarding the
claim, we encourage him to contact [redacted] directly at ###-###-####.
 
Thank you for the opportunity to response to Mr. [redacted]’s
concerns.
 
Sincerely,
 
[redacted]
 
[redacted]

RE: Revdex.com Complains # [redacted]   We have reviewed the information regarding the above-listed Revdex.com complaint.   Our records show that the refund was released to the merchant 1/7/16. Normally it takes 7-10 business days for a charge to post back to the cardholder, depending on the merchant it can take a full billing cycle. Please contact your credit card company for pending posts.   Thank you.

[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]

[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.  We received a check to cover the entire claim from Travel Guard. While we were satisfied with the result, our claim was rejected three times...the initial claim was rejected, our appeal was rejected, and it was again rejected in their response that came through your organization.In each instance, the rejection was based on the fact that our policy was not in effect prior to the naming of winter storm Jonas. After we rejected their response that came through the Revdex.com, the Travel Guard response noted the following: "Thank you for the information submitted and your patience while this documentation was reviewed further.  Based on the website information provided, we understand your position in reference to when the winter storm watch was issued for your location; therefore, we are reopening this claim and benefits are forthcoming."We are suggesting that the Revdex.com communicate with Travel Guard that if they intend to keep using named winter storms as a factor in denying claims, then this information be added to the website so the buyer is aware that this is a factor in claim eligibility...otherwise the same problems with trust and misleading advertising remain.

To whom it may concern:Mr. [redacted]'s claim was forwarded to his claim analyst and payment in the amount of $50 was requested on 9/17/15. Check # [redacted] should be received by Mr. [redacted] within the next 7-10 business days.Thank you for the opportunity to address Mr. [redacted]'s concerns.Sincerely, [redacted]

Please find attached the analyst’s response to the above-referenced. Thank you.

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 a medical condition.  It is noted that
treatment occurred on 05/20/15, 06/01/15,...

06/05/15 and 06/11/15.  The policy effective date was 06/11/15.  As treatment took place prior to and
including the effective date, the condition would be considered pre-existing
and benefits would not be payable under 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 180 day period immediately preceding and including the Insured’s coverage
effective date:
(a) first manifested itself, worsened, became acute
or had symptoms which would have prompted a reasonable person to seek
diagnosis, care or treatment;
(b) for which care or treatment was given or
recommended by a Physician;
(c) required taking prescription drugs or medicines,
unless the condition for which the drugs or medicines are taken remains
controlled without any change in the required prescription drugs or medicines.
Treatment has been verified to
have occurred during the 180 day period immediately preceding and including the
policy effective date of 06/11/15 for the condition causing the 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 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.
Please
note that the Claims Adjuster, Susie [redacted] has left several messages for both
Mr. [redacted] and his Travel Agent between 11/18/15 and 2/5/16. We encourage the
insured to contact Ms. [redacted] directly at 1-866-350-3256 to discuss the denial
and appeal options.
Thank you for the opportunity to review and
respond to Mr. [redacted]’s concerns. 
Sincerely,
[redacted] (Claims Manager)
/ss

13
September 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 08/27/2017,...

which
became effective on 08/28/2017, to cover travel between 08/31/2017 through 09/03/2017.  The trip was cancelled on 08/29/2017 as a
result of Hurricane Harvey closing airports, and Spirit Airlines cancelling the
scheduled flight.  Unfortunately, we were
not able to extend benefits as Hurricane Harvey was named on 08/24/2017, which is
prior to the policy effective date of 08/28/2017, making the loss not
Unforeseen.
Please
refer to your policy wording, which states in pertinent part (emphasis added):
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:
(c)
Inclement Weather causing delay or cancellation of travel;
(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;
“Unforeseen” means not anticipated or expected
and occurring after the effective date of coverage.
“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.
Hurricane
Harvey became a named hurricane on 08/24/2017 which is prior to your policy
effective date of 08/28/2017.  As the
hurricane and its trajectory were known prior to the policy effective date the
loss is not Unforeseen.  Unfortunately,
we are not able to extend benefits at this time.
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

11/15/2016
To whom it may concern,
Thank you for the opportunity to provide a response to Mrs.
W[redacted]’s recent concern regarding her Medical Expense and Trip Interruption
claim ([redacted]).
At this time, we acknowledge that the documentation for this
Medical Expense and Trip...

Interruption claim was not reviewed timely. We
apologize for this delay and any inconvenience this delay has caused.
To provide an update on the claim, our records indicate that
this claim was requested for payment for the full amount claimed under both
benefits. The payment issued under the Medical Expense benefit totals $95.00.
The payment issued under the Trip Interruption benefit totals $307.97, which
reflects Mr. W[redacted]’s unused portion of the rafting trip due to his
injuries.
The adjuster has made telephone contact with Mrs. W[redacted]
as of this morning to explain the above.
If the insured has any further questions related to this
claim, we welcome them to contact our Claims Department at 1-866-350-3256.
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,
Erica Leck (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.
I did not make a claim for different dates.  My claim was for the same dates (8/24 to 9/3).  I am claiming charges that American Airlines charged me to change the tickets that day, for that trip.  I did not make a claim for the different dates.  My claim pertained to the original dates.  I incurred that cost for that trip, which was covered.  I did not incur $397 for the additional trip.  The additional trip went on without any problems.  Furthermore, exclusion for trip cancellation of the policy states: "Unless otherwise provided by this plan Benefits will not be provided for any loss resulting (in whole or in part) from: changes in plans by the Insured, a Family Member or Traveling Companion for any reason, unless Cancel for Any Reason was purchased" (Page 23 of TravelGuard's Pamphlet.   I incurred a loss of funds because I changed my plans due to a covered reason for trip cancellation/interruption (reason "H").  I purchased Cancel for Any Reason.  Since you have stated that I cancelled my trip, I should be covered for my loss, because I purchased Cancel for Any Reason as stated above and on page 23 of the pamphlet I received.     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.It was practically impossible for me to know ahead of the scheduled departure date that the flight would actually be delayed. Hence, the fifteen day rule is invalid in this case. Travel Guard (AIG) requested me earlier this afternoon to send them proof of flight cancellation. I sent them confirmation email from Frontier Airlines showing a refund to my AMEX card for the full airfare amount ($346.05) on the departure date, prior to the departure time.This is the response I got from them just a few minutes ago: "...$10.95 will be verified and debited from Travel Guard within 48-72 business hours. Upon completion, this amount will be sent electronically to your credit card company."Only once I've received the refund can I consider this matter closed. From my perspective, it's open for now.
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.  I have received the check that I should have received a couple of months ago.  Thank you!!
Regards,
[redacted]

27
February 2017
To whom it
may concern,
 
Thank you
for the opportunity to provide a response to Mr. [redacted]’ Trip Interruption claim
(UC81890457). 
The Trip
Interruption benefit provides coverage for Unforeseen covered perils that occur
during the scheduled travel.  The Trip
Interruption benefit becomes effective the later of 12:01 AM Standard Time on
the scheduled Departure Date shown on the travel documents or the date and time
the Insured starts his/her Trip.  The
Trip Interruption coverage would have become effective when travel started on
10/13/2016.  We recognize the date of
passing to have taken place on 10/12/2016. 
As the passing occurred prior to the Trip Interruption benefit becoming
effective, the loss would not be Unforeseen as defined by the policy.    
Please see
the pertinent policy wording:
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.
 
All
other coverages will begin on the later of:
(a)
12:01 a.m. Standard Time on the scheduled Departure Date shown on the travel
documents; or
(b)
the date and time the Insured starts his/her Trip.
 
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;…
 
DEFINITIONS
“Unforeseen” means not anticipated or expected and occurring after the
effective date of coverage.
 
The
Trip Interruption benefit becomes effective at 12:01 AM Standard Time on the
scheduled Departure Date shown on the travel documents or the date and time the
Insured start his/her Trip.  As the
passing occurred prior to the Trip Interruption benefit being in effect, the
loss would not be Unforeseen as defined by the policy.  
 
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 Analyst

10/16/2017To 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].After review of the phone calls, senior management approved an additional $1,608.54.  This payment was issued on 10/5/2017 via Check No. [redacted]. 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)

Dear [redacted],
 
Please
be advised that you had Trip Cancellation under the terms of the policy since 8-8-17;
a confirmation of coverage was sent to [redacted]@gmail.com
on 8-7-17 that outlines the policy terms and conditions. You had until 8-22-17
to review the policy terms and request a policy refund if you were not satisfied
with the coverage. Because you are beyond that timeframe, your request for a
policy refund has been denied.  -Travel Guard

To whom it may concern:
 
This response is regarding the concerns of Ms. [redacted] relating to her Trip Cancellation claim.
 
In the claim documentation submitted, it is indicated that Ms. [redacted] cancelled her original trip due to a medical condition.  As a result, Ms. [redacted]’...

exchanged her original travel arrangements incurring a $150.00 cancel/change fee and an increase in airfare in the amount of $386.15 for new travel dates. Unfortunately, the increase in airfare is not recognized as a covered loss under the Trip Cancellation benefit.
 
In pertinent part, Ms. [redacted]’ policy states:
 
TRIP CANCELLATION & INTERRUPTION
The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:
(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner; …
Trip Cancellation Benefits: The Insurer will reimburse the Insured for forfeited Trip Cost up to the Maximum Limit shown on the Schedule for Trips that are canceled prior to the scheduled departure for their Trip due to the Unforeseen events shown above.
It has been verified that the value of the original airfare was not forfeited and the additional airfare increase is not covered since it was not part of the original insured trip costs.  Ms. [redacted] has been reimbursed for the $150.00 cancel/change fee imposed on the original airfare that was insured under the policy purchased.  Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.
Thank you for the opportunity to review and respond to Ms. [redacted]’ concerns.  If Ms. [redacted] has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.
 
Sincerely,
 
Matthew F[redacted]
[redacted]

To whom it may concern:
This is in regards to the concerns raised by Ms. [redacted]
regarding her policy.
A Travel Guard representative will be contacting Ms. [redacted]
directly via telephone this week to discuss a resolution to her policy/claim.
Thank you for the opportunity to review and respond to Ms.
[redacted]’s concerns.
Sincerely,
[redacted]
[redacted]
[redacted]

To whom it may concern:Reimbursement in the amount of $397.60 has been requested for the additional airfare incurred for Ms. [redacted]'s travel change. She should receive check reimbursement with in the next 5-7 business days.Thank you.[redacted]/**

To whom it may concern: This is in response to the concerns raised by Ms. [redacted] regarding her Trip Cancellation claim. According to the claim notes, Ms. [redacted] and her Traveling Companion, Ms. [redacted] cancelled their trip due to the passing of Ms. [redacted]’s Uncle. A copy of the death certificate...

showing cause of death has been requested in order to continue processing the trip cancellation claim. In pertinent part, the policy states: Section II - BenefitsTRIP CANCELLATION AND INTERRUPTIONThe Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, Business Partner or Host at Destination;(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasona[redacted] cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time ofLoss 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 lifethreatening as certified by a Physician, or they require the Insured’s immediate care. Such disability must be so disabling as to reasona[redacted] 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 reasona[redacted] cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician;(4) Sickness, Injury, death or hospitalization of the Insured's Host at Destination. A Physician must certify the Sickness or Injury. (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; (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 isforeseeable 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; (l) mechanical/equipment failure of a Common Carrier that occurs on a scheduled Trip and causes complete cessation of the Insured’s travel and results in a Loss of 50% of theInsured’s Trip length;(m) the Insured or Traveling Companion is required to work during his/her scheduled Trip. He/she must provide proof of requirement to work, such as a notarized statement signedby an officer of his/her employer. In the situation of selfemployment, proof of self-employment and a notarized statement confirming that the Insured is unable to traveldue to his or her job obligations will be required;(n) the Insured or Traveling Companion is directly involved in a merger, acquisition, government required product recall or bankruptcy proceedings and must be currently employed by the company that is involved in said event; or (o) the Insured’s or Traveling Companion’s company is deemed to be unsuitable for business due to burglary or Natural Disaster and the Insured or Traveling Companion is directly involved as a Key Employee of the disaster recovery team.  Section IIIDEFINITIONS“Family Member” means the Insured’s, or Traveling Companion’s spouse, civil union partner, Domestic Partner, Child, daughter-in-law, son-in-law, brother, sister, mother, father, grandparent, step-grandparent, grandchild, stepgrandchild, step-child, step-brother, step-sister, step-parent, parent-in-law, brother-in-law, sister-in-law, aunt, step-aunt, uncle, step-uncle, niece, nephew, legal guardian, Caregiver, foster Child, ward, or legal ward; spouse, civil union partner or Domestic Partner of any of the above. Family Member also includes these relations to the Insured’s or Traveling Companion’s spouse, civil union partner or Domestic Partner.   Once we receive the required information from Ms. [redacted], 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, [redacted] at ###-###-####. Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns.  Sincerely, [redacted]