Alterations Express

The information is under Trip DelayI had spoken to a representative of Travel Guard on 2-1-in which she said all I need was to faxed over documents that she had email me to get my claim goingShe never once said to me that weather was a issuedShe let me know that weather does play a factor on their claims and I would not have a problem

3/14/To whom it may concern, This is in response to the concern raised by Ms [redacted] According to the information provided, the trip was canceled due to fear of catching the Zika Virus while traveling in Puerto RicoThe statement received from the policy holder indicated that they did not want to travel to Puerto Rico because of the Zika Virus outbreak We appreciate the opportunity to review the information presented in the policy holder’s statement It appears that through a conversation with our call center representative, the policy holder was informed that there was no coverage under the policy due to the fear of, or anticipation of catching the virus while travelingPlease refer to the policy wording, which states in pertinent part: Part A - TRAVEL PROTECTION TRIP CANCELLATION/TRIP INTERRUPTION The Insurer will pay a benefit, up to the maximum shown on the Schedule of Coverages and Services, if the Insured is prevented from or unable to continue taking his/her Trip due to the following Unforeseen events: (a) Sickness, Accidental Injury or death of the Insured, Traveling Companion, Family Member or Business Partner; which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip 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 PolicyAt this time, there is no indication that a claim has been filed by the policy holder regarding the canceled trip Based on the limited documentation included in your statement, it would be determined that no benefits are available under the terms of your policy, because there is not a documented Sickness that was diagnosed or treated by a Physician While we wish the outcome of our review could have been more favorable, we must adjudicate each situation in accordance with the terms and condition of the policy purchased by our Insured Therefore, we are unable to consider coverage at this time, as there is no claim filed and the reason falls outside the scope of the coverage purchasedThank you for the opportunity to review and respond to MrYounger’s concerns If MrYounger has any further questions related to his claim, we welcome him to contact our Claims Department at 1-866-350-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 informationOnce 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/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] ***

Customer contacted our office via phone on 1/12/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/ This policy has a day guarantee from purchase date 1/5/would have been the 15th day 2/1/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 Resolved3/12/Customer called into our call center inquired about refund Rep explained the chargeback Customer then verified this credit was given to them by their bank3/12/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 department3/13/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 chargeIf the customer wants to discuss this directly they can reach out to myself at ###-###-#### I am happy to walk them through this processWe apologize that we cannot be of more assistance at this timeThank you [redacted] Administration Manager

I purchased both Travel Guard Policies 919936824, on June 3, as you can see in the confirmation email from Travel Guard The included Travel Policy Certificate guarantees (in highlight) that the when the insurance plan is purchased within days of initial trip payment, Pre-Existing Medical Condition Exclusion is Waived as part of the Extra Coverage I have pointed this out to the Claims Adjuster, [redacted] at Travel Guard but she didn't take this account when she determined that my mother's medical condition as pre-existing and therefore claims are not qualified I believe she needs is missing the whole focus of my claim As the policy certificate states, the pre-existing condition is waived when the insurance plan is purchase within days of the initial trip payment The lengh between May 14, and June 3, is days Even if Travel Guard claims that the policy is effective since June 4, 2016, it still falls within days Travel Guard took months to delay the claims payment and trying to avoid the claims payment with invalid argument My claims are valid and they fall under the Pre-Existing Condition Waiver therefore they should be processed as such with correct payments Please help enforce Travel Guard to abide by the policy that they advertised and I paid forThank you for your assistance

To Whom It May Concern: This response is regarding the concerns raised by Ms [redacted] regarding her father’s claim According to the claims records, Mr [redacted] cancelled his trip due to the illness of a family member A letter of request was mailed to Mr [redacted] on 11/4/requesting the following required information: Sign medical authorization form by ill partyPhysician's statement providing specific diagnosis, date of diagnosis, and dates of treatmentPlease have treating physician at the time of the diagnosis complete the Medical Certificate that was provided We need to have proof of reason completed by a Doctor Mr [redacted] ’s policy 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 incurredThe 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 LossClaims 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 statementThe 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 Additionally: 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) days from the Effective Date of your insurance; or (b) your Scheduled Departure DateIf you do this, the Company will refund your premium paid provided no insured has filed a claim under this Certificate We are unable to further process the Trip Cancellation claim without this informationOnce we receive the required information, we can continue to review the claim Please note that the policy is non-refundable for days after the effective to insure the purchaser has time to review the policy purchased and request a refund if the coverage does not meet their necessity Should Ms [redacted] have any further questions regarding the information needed to review her father’s claim, we welcome her to contact the claims analyst, [redacted] directly at 715-345- Thank you for the opportunity to review and respond to Ms [redacted] ’s concerns Sincerely, [redacted] (Claims Manager) /ss

To whom it may concern: This is in response to the concern raised by Mr [redacted] regarding his Trip Cancellation claim According to the information provided, the trip was cancelled due to severe weather Unfortunately, weather is not a listed coverable reason under the Trip Cancellation benefit; therefore, we are unable to extend benefits under the policy purchased Please refer to the policy wording, which states in pertinent part: General Exclusions The following exclusions also apply to Trip Cancellation and Trip Interruption: Unless otherwise provided by this plan Benefits will not be provided for any loss resulting (in whole or in part) from: ...(a) travel arrangements canceled by an airline, Cruise line or tour operator, except as provided elsewhere in the plan; TRIP CANCELLATION AND/OR INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner; (1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled, or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing continued participation in the Trip; (2) Sickness or Injury of a Family Member not traveling with the Insured; (3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the businessSuch disability must be certified by a Physician (b) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster; (c) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury; (d) the Insured and/or Traveling Companion is involved in an traffic accident, substantiated by a police report, while en route to the Insured’s Destination; (e) a Terrorist Incident in a City listed on the Insured’s itinerary within days of the Insured’s scheduled arrival Based on the documentation included in your claim file, we have determined that no further benefits are available under the terms of your policyWhile we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased Mr [redacted] has been advised to submit further information he received showing he was advised that weather is a covered loss under the policyOnce this information has been received, we will happy to review the claim further Thank you for the opportunity to review and respond to Mr [redacted] ’s concerns If Mr [redacted] has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-#### Sincerely, [redacted] ***

3/23/To whom it may concern, This is in response to the concern raised by [redacted] D [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 languagePlease 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 incurredThe 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 LossClaims 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 statementThe Insured must provide Travel Guard with all unused air, rail, Cruise or other tickets if he/she is claiming the value of those unused ticketsWe 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 adjudicatedThank you for the opportunity to review and respond to MsD***’s concerns If MsD [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 rightsSincerely, [redacted] (Claims Manager) /dr

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I understand the businesses response and covering what the policy does The policy is clear, and while I believe that it should reasonably cover hurricane damage to the destination causing trip cancellation, I recognize that I cannot change the policy I take issue with the fact that I am still being charged for a policy that did not cover anything for a flight I no longer have I would like a refund of the premium, since the policy is not only useless in my current situation, but I also no longer have the flight the insurance policy covered Regards, [redacted]

Dear Ms [redacted] , Please find attached our response on this matter, along with a copy of your policyThank 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 I would like to make note that AIG did not provide you with a full account of our correspondenceAfter I supplied the letter from my doctor, AIG wanted further informationThey did not make it as simple as it seemedI 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 assistanceThank you so much for being my advocate in thisI do not believe such a positive outcome would have occurred without your help Regards, [redacted]

11/02/ 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 $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 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 receiptsThis 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 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 WRandolph Street, Suite 15-100, Chicago, IL and in Springfield at West Washington Street, Springfield, IL Sincerely, [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, Ms [redacted] ’ trip was cancelled due to a medical condition Unfortunately, the loss is not covered as the condition that prevented travel is excluded under the terms of this policy 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: Mental, Nervous or Psychological Disorder; This policy defines the following: Mental, Nervous or Psychological Disorder means a Mental or Nervous health condition including, but not limited to: anxiety, depression, neurosis, phobia, psychosis; or any related physical manifestation It has been verified that the trip was cancelled due to a medical condition which is excluded from 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 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 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, [redacted] ***

To whom it may concern: This is in response to the concerns raised by Mr [redacted] regarding his Trip Cancellation claim Thank you for the additional information; new claim information regarding the Trip Cancellation has been received and is under reviewA Claims Quality Assurance representative will be in contact with Mr [redacted] once their review has been completed Please be advised that we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured Thank you for the opportunity to review and respond to Mr***’s concerns If Mr*** has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-#### 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

To whom it may concern: This is in response to the concerns of Ms [redacted] relating to her daughter’s Trip Interruption claimThe additional information submitted regarding the Trip Interruption claim has been received and is currently under reviewMs [redacted] will be receiving a response within the next 7-busine [redacted] days, once the review has been completed Thank you for the opportunity to review and respond to Ms***’s concerns If Ms [redacted] has any further questions relating to her claim, we welcome her to contact the Claims Deptdirectly at ###-###-####Sincerely, [redacted] / **

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/ [redacted] Travel created a quote for insurance for [redacted] and family for travel 8/6/ through 8/10/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/at 2:59pm CSTWe asked if the customer was calling in regards to an existing policy and the customer advised yesThe 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 systemWe then provided a number as a reference- [redacted] The customer’s question was about promo codes for booking shore excursionsWe referred her back to the booking company or cruise lineThere was no discussion or question in regards to insurance The next call received was 8/6:23pm CSTThe caller ( [redacted] ) advised she was calling in regards to an existing policyThe caller asks about cancelation due to illness or injury and we discuss the general benefits of the policyThe 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/a call was received to initiate a claim due to illness of the caller’s motherIn 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 officeThe customer advised that she has no proof of payment and that no payment was providedShe 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/with the physician advising cancellation on 8/The call to our office to inquire about benefits was 8/at 6:23pm CSTBased 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 benefitsHad 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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I still feel I meet the trip interruption policy my trip was interrupted by a family members deathYour policy doesn't state the death needs to occur during the trip it states that if my trip is interrupted due to a family members death and it was so, lets get a check cut for me and call it a day [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

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]

November 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