Alterations Express

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.The point is no longer if I paid for the insurance or not! If I did not pay for it and I was unaware (I had not seen the invoice), then someone should have made it known that I do not have an active policy! When requesting information regarding cancellation, an Agent should have known that my policy is a quote? This is something that has slipped through the cracks I would have been happy to pay for the insurance if this was brought to my attention I would like to received a full refund and or would like to have an opportunity to take a cruise of equivalent value for this inconvenience! Thank you Regards, [redacted]

Regarding complaint [redacted] : Travel Guard has worked directly with the customer and has issued a refund for their policy in the amount of $ Travel Guard considers this matter closedThank you

11/10/ 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/via Check No The adjuster emailed and advised of the forthcoming payment on 11/8/ 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)

March To Whom It May Concern, Thank you for the opportunity to provide a response to Mr [redacted] ’s recent concern regarding his Trip Cancellation claim (UC[redacted] 2) Per the claim documentation received, the trip was cancelled due to a medical condition of Mr [redacted] ’s daughter Unfortunately, as a Physician was not seen to certify the loss at the time that it had occurred, we were unable to extend benefits Please refer to your 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 Policy The policy requires a Physician to certify the loss at the time it occurs as proof of loss for the claim As a Physician was not seen, we were unable to extend benefits since the condition does not meet the policy definition of a Sickness 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

We are satisfied with the Travel Guard response providing payment is actually received It shouldn't have taken such persistence to get this accomplished but the end result is acceptable We will use Travel Guard in the future and recommend the company to friends but we hope that they will honor their contracts more readily in the future[redacted] and [redacted]

To whom it may concern: This is in response to the concerns raised by Mr [redacted] regarding his Trip Cancellation claim According to the information provided, Mr***’s trip was cancelled as he was not allowed to leave [redacted] until a later date due to military orders Unfortunately, the loss is not covered as military orders are not a covered reason under the Trip Cancellation benefit Please refer to Mr***’s policy wording, which states in pertinent part: Section II – Benefits TRIP CANCELLATION AND INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown on the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; 1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; 2) Sickness or Injury of a Family Member not traveling with the Insured; 3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the businessSuch disability must be certified by a Physician (b) Inclement Weather causing delay or cancellation of travel; (c) Strike causing complete cessation of travel services at the point of departure or Destination; (d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary; (e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury; (f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination; (g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than days after an Insured’s effective date of coverage provided that he or she has been an active employee for the same employer for at least yearTermination must occur following the effective date of coverageThis provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons; (h) a Terrorist Incident in a City listed on the Insured’s itinerary within days of the Insured’s scheduled arrival It has been verified that the trip was cancelled due to military obligations Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy Mr [redacted] also contends that he was being treated for an injury prior to the cancellation of his tripMr [redacted] is encouraged to submitted further medical information from his treating physician including the date of diagnosis, dates of treatment, and specific diagnosis Mr***’s policy also states in pertinent part: Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses 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 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 purchasedWe encourage Mr [redacted] to furnish our office with the following information We will, of course, re-evaluate our position on this claim upon receipt and review of such information A copy of the corresponding medical records from all medical providers treating the condition that caused the cancellation of the trip for a period of 11/16/thru 3/23/(policy termination date) A statement from the treating physician confirming diagnosis, date of diagnosis and dates of treatment Once we receive the required information from Mr***’s physician, we can continue to review the claim Should Mr [redacted] have any questions regarding the information needed to review his claim, we welcome him to contact the claims deptat ###-###-#### Thank you for the opportunity to review and respond to Mr***’s concerns Sincerely, Matthew F [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/Normally it takes 7-business days for a charge to post back to the cardholder, depending on the merchant it can take a full billing cyclePlease contact your credit card company for pending posts Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I adamantly reject the response from AIG He have positively met all of the refund requirements within the contract To begin with, Section II Benefits – Trip Cancellation and Interruption of the legal document states, “The company will reimburse the insured a benefit, up to the maximum limit shown in the schedule if an insured cancels his/her trip or is unable to continue on his/her trip due to any of the following unforeseen events: (a) Sickness, injury or death of an insured, family member, traveling companion or business partner.” Section II (a) (2) then goes further and states, “Sickness or injury of a family member not traveling with the insured.” Section III Definitions says a “family member” includes a mother Section III then defines “sickness means an illness or disease diagnosed or treated by a physician.” A note was given to the company that states, “ [redacted] was unable to fly during February as she was assisting her mother during diagnosis and investigation of a medical illness.” In this short sentence, from a licensed physician, you get a timeframe, which family member, and also that a medical illness was being diagnosed The note, in itself, addresses all requirements.Nowhere in the legal contract is there any mention of illnesses or diagnoses that are covered and illnesses or diagnoses that are exempt The sickness is clearly defined as an illness or diseased diagnosed or treated by a physician, therefore the diagnosis is not required to fulfill the refund requirements Also, the dates of the treatment are not required either Again “sickness means an illness or disease diagnosed or treated by a physician.” The definition of sickness does not require any type of treatment, therefore treatment dates are futile.The request for such information is not only a complete invasion of privacy, but not required to fulfill the refund according to the contract We have fully met refund requirements, now it is time for AIG to fulfill their side of the legal agreement Regards, [redacted] ***

3/23/To whom it may concern, This is in response to the concern raised by ­­­­­ [redacted] regarding his claim The latest correspondence included a statement from the insured indicating that he is now taking his concerns to the PA Attorney General’s Office among other legal avenues, however he will not pursue this avenue if his claim is paidWe understand Mr***’s right as a consumer to pursue the above listed avenues, and will respond accordingly to the correspondence received regarding the processing of the claim ( [redacted] ) Additionally, Mr [redacted] has been notified by the assigned adjuster of the information that is required for his claim to be further processed We are unable to make a final determination on the claim without the required documentation Our adjuster has reached out to Mr [redacted] by phone and mail correspondence Once the required documentation is received, we will be able to further process the claimThank you for the opportunity to review and respond to Mr***’s concerns If Mr [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, Matthew [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 As mentioned in my initial complaint I can not obtain the medical certificate from my uncles doctor because he is out of the countryI do not understand what the point of this insurance is if I can not cancel when I can no longer travelThe certificate requirements are not stated on the first page that states I can cancel if a family member becomes ill.[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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Hello [redacted] This message is in response to the message sent from [redacted] I am very disappointed and unsatisfied with their service and they're communication with me regarding this matterWhen I purchased the policy I was assured by the representative that sold me the policy that canceling the trip for a refund would not be an issue under the contract guidelines (the salesperson explained that medical issues would be covered by the insurer), it was only then did I decide to go ahead and purchase the policyMy year old mother woke up with a stomach virus the next dayI consulted with her physician, whom was on vacation at the time and was advised by the physician’s assistant that it was a virus and her body would fight the virusHer condition was worsening rather than improving at which point I consulted with another physician who advised me that in her condition she is highly contagious and that she should not flyI was forced to cancel the vacationIt was at that point that I asked each physician to provide me with a doctor’s note explaining the situationWhat I do not understand is why the insurer continues to defend their decision based on their clause explaining there was a pre-existing conditionA viral infection was not pre-existing and occurred after the policy was already purchased (they had no issue selling the policy furthering this point, the representative explained to me in detail that the policy I purchased would take effect within the next couple of hours after purchase (12:am)) and I find it very unprofessional and unethical for them to be using this same excuse over and overIt is evident that they need to be in contact with a physician regarding their definitions This illness could not have been predicted and because of that it is unfair that I am being forced to suffer and fight with this company over money that I am entitled toThe sales representative was adamant about selling the policy, ensuring coverage against illness and the two different physician notes should be sufficient proof that I am entitled to a refundI would like to reiterate that I do not appreciate the way I am being treated by this company, especially since I trusted the sales representative when I was told (at the time of purchase) that I would be covered in this type of situationThank you for taking this into consideration, 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 The business has not offered any help or settlementI don't believe this business is even reading my emails stating a claim has been processing since September? That private medical information is being requested of a minor child nor of proof that I cancelled this insurance and my trip in the summerNothing was cancelled until this fall when my daughter was being treated by emergency medicineI have sent the proof of this over to the individual previously named in an earlier email that was apparently not readI do need to know if fraud is happening with my daughters information that has been emailed to their claims individual over and over againI've sent a help ticket to the State of Florida and have notified the Social Security Administration of possible fraud since this insurance company cannot answer why the information has been requested as late as November I've included each persons name who responds to these communications in my reportThe credit card company is also on alert since a statement was sent to this same individualPlease advise on what to do next 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.Please see attached PDFs that state directly from the company that my claim is closed and not under reviewFrom the very beginning, the company has maintained that they do not consider the terrorist attack as a trip interruptionThis is completely counter to the contract agreement between consumer and insurance company AIGIf they are reviewing my claim further, why is my claim closed? 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 I understand that you are acting in accordance with your policy My issue is that your policy is problematic I had until 8/to cancel the policy But a hurricane did not hit my destination until after 8/22, creating conditions that required trip cancellation Your denial of a claim is unfortunate and unethical, but I get that your policy did not cover that The lack of refunding in such extenuating circumstances shows me the questionable ethics of your company's operation Your policy should reflect the pride and ethical concern for people that your CEO expresses publicly Regards, [redacted]

To whom it may concern: This is in response to the concerns raised by Mr [redacted] We are unable to pre-approve or pre-deny a claim over the phoneWe can only advise information based on the terms and conditions of the policy purchased by our insuredWe strongly encourage Mr [redacted] to contact our Claims Call Center at ###-###-#### option #to initiate a formal travel insurance claim Mr [redacted] should have his policy # available when contacting the Claims Deptsince this will be required to initiate the claim Once the claim is initiated and the necessary information is obtained, we will be able to properly review and adjudicate Mr [redacted] claim based on the terms and conditions of the insurance policy purchased Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding his travel insurance policy Sincerely, [redacted] (Claims Manager) /ss

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/and her trip was interrupted due to a medical condition on 5/26/ 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 $Travel Guard has reimbursed Ms [redacted] for the $change fee incurred to return home due to the covered condition that occurred during her insured policy coverage datesIt should also be noted that Ms [redacted] policy’s terminated as of 5/26/ The additional travel expenses Ms [redacted] incurred in the amount of $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 $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] ***

Dec 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/ 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/at 7:PM CST from [email protected] to [email protected] and ***@travelby***.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/and 09/21/ 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/ If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at 1-800-826- 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

3/28/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 receivedSincerely, [redacted] (Claims Director) /dr 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 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 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 1-866-350-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.It was practically impossible for me to know ahead of the scheduled departure date that the flight would actually be delayedHence, the fifteen day rule is invalid in this caseTravel Guard (AIG) requested me earlier this afternoon to send them proof of flight cancellationI sent them confirmation email from Frontier Airlines showing a refund to my AMEX card for the full airfare amount ($346.05) on the departure date, prior to the departure time.This is the response I got from them just a few minutes ago: "...$will be verified and debited from Travel Guard within 48-business hoursUpon completion, this amount will be sent electronically to your credit card company."Only once I've received the refund can I consider this matter closedFrom my perspective, it's open for now Regards, [redacted] ***

***, We removed your name from the mailing list on 3/24/but unfortunately, our last mailing list was pulled right before the date on which your name was removedYou can be assured that your name is indeed removed from all of our mailing lists and moving forward you will not receive mail from us in the futureWe apologize for any inconvenience this may have caused Thank you