Alterations Express

To whom it may concern: This is in response to the concerns raised by Ms [redacted] regarding the Trip Cancellation claim According to the information provided, the ticket was cancelled due to the untimely passing of Ms [redacted] ’ son Please allow us to express our deepest sympathies for her loss Unfortunately, as the untimely passing took place prior to the effective date of 01/01/we are unable to extend coverage for the loss Please refer to the policy wording, which states in pertinent part: Section I EFFECTIVE AND TERMINATION DATES Effective Date: Trip Cancellation coverage will be effective at 12:a.mStandard Time on the date following payment to the Company or the Company’s authorized representative of any required plan cost 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; This policy defines the following: “Unforeseen” means not anticipated or expected and occurring after the effective date of coverage Section IV EXCLUSIONS AND LIMITATIONS GENERAL EXCLUSIONS This plan does not cover any loss caused by or resulting from: (l) any loss that occurs at a time when this coverage is not in effect; It has been verified the airline ticket was cancelled due to an untimely passing which took place prior to coverage being in effect Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of Ms [redacted] ’ 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 she has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-#### Sincerely, [redacted] /**

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, This payment was issued on 10/5/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)

April 21, 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 (UC8100010655) Our records indicate that the insured purchased insurance on 12/13/2016, which became effective on 12/14/2016, to cover travel between 12/22/through 12/25/ The trip was cancelled on 12/14/as the result of a medical condition Per the medical certificate completed by the Physician, they had indicated that symptoms were first present in October of 2016, and treatment had been received on 11/22/and 12/14/ As treatment had occurred prior to and including the effective date the condition was deemed to be Pre-Existing The policy does offer a Pre-Existing Medical Condition Exclusion Waiver In order for this waiver to be in effect there are three conditions that need to be met The Physician advised that the insured was not medically able to travel at the time the insurance was purchased on 12/13/ As this criteria for the Pre-Existing Medical Condition Waiver was not met, we were not able to apply the waiver Please see the pertinent policy wording: 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 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 PRE-EXISTING MEDICAL CONDITION EXCLUSION WAIVER The Company will waive the pre-existing medical condition exclusion if the following conditions are met: (1) This plan is purchased within day of Initial Trip Payment; (2) The amount of coverage purchased equals all prepaid nonrefundable payments or deposits applicable to the Trip at the time of purchase and the costs of any subsequent arrangements added to the same Trip are insured within day of the date of payment or deposit for any subsequent Trip arrangements; (3) All Insured’s are medically able to travel when this plan cost is paid This coverage will be terminated and no benefits will be paid under this Pre-existing Medical Condition Exclusion Waiver coverage if the full costs of all prepaid, nonrefundable Trip arrangements are not insured While we appreciate the opportunity to review Mr [redacted] ’s claim, we are held to the terms and conditions of the policy purchased The policy does not provide coverage for Pre-Existing Medical Conditions, which are excluded from coverage For this reasons, our position is maintained as the reason for loss falls outside the scope of coverage purchased 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

Good Afternoon, I hope this email finds you wellPlease accept this letter from National Union Fire Insurance Company of Pittsburgh, Paas confirmation that the Consumer Complaints Division received your letter of complaint dated 3/7/and submitted on behalf of [redacted] Thank youBest, [redacted] *** AIGAdministrative AssistantConsumer Complaints DivisionPine Street 13th Floor, New York, NY 10038Telephone – (212) [email protected] | www.aig.com

To whom it may concern: This is in response to the concerns raised by Ms [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 Ms [redacted] to contact our Claims Call Center at ###-###-#### option #to initiate a formal travel insurance claim Ms [redacted] should have her policy # [redacted] 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 Ms [redacted] ’s claim based on the terms and conditions of the insurance policy purchased Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding her travel insurance policy Sincerely, Matthew F [redacted] ***

November To Whom It May Concern, Thank you for the opportunity to provide a response to Mr***’s recent concern regarding his Trip Delay/Trip Interruption/Medical Expense claim (UC[redacted] ) As previously advised, our management team was able to have the sales call listened to in order to verify what was advised during the purchase of the policy on 05/03/It was confirmed that our Customer Service Representative (CSR) gathered trip details and went over general policy information Our CSR and Mr [redacted] had discussed coverage in regards to potential cancellation of the trip should his daughter become ill The consumer has the opportunity to review the full Description of Coverage for the policy prior to, during and after the purchase of a policy The insurance information was emailed to Mr [redacted] on 05/03/ The email would have provided complete access to the full terms and conditions of the policy for review In regards to the Medical Expense portion of the claim, we are still in need of a copy of the explanation of benefits from the insured’s primary medical insurer Once this documentation is received, we will be able to further review this portion of the claim We have already issued reimbursement to Mr [redacted] for the additional airfare to return home under the Trip Interruption benefit If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-#### Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights Sincerely, [redacted] Complex Claims Adjuster

To whom it may concern: This is in response to the concerns raised by Mr. [redacted] regarding his Trip Cancellation claim. According to the information provided, the trip was cancelled due to winter storm Jonas. It is noted that Jonas became a named storm on... 01/19/2016. In order for coverage to be available for this named peril, the insurance must have been purchased on or before 01/18/2016. The insurance policy was purchased on 01/19/2016 with an effective date of 01/20/2016. Unfortunately, as the insurance was not purchased on or before 01/18/2016 benefits would not be payable under Trip Cancellation as the winter storm Jonas was no longer Unforeseen. Please refer to the policy wording, which states in pertinent part: EFFECTIVE AND TERMINATION DATES Effective Date: Trip Cancellation coverage will be effective at 12:01 a.m. Standard Time on the date following payment to the Company of any required plan cost. TRIP CANCELLATION AND INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (b) Inclement Weather causing delay or cancellation of travel for at least 24 consecutive hours; “Inclement Weather” means any severe weather condition which delays the scheduled arrival or departure of a Common Carrier or prevents the Insured from reaching his/her Destination when traveling by a rented or owned vehicle. “Unforeseen” means not anticipated or expected and occurring after the effective date of coverage. While we understand Mr. [redacted] ’s position in this regard we must also consider when the event that ultimately caused the cancellation first began. In this case the winter storm that caused the loss started prior to the purchase of the policy and the effective date of coverage. Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy. While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured. Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased. Thank you for the opportunity to review and respond to Mr. [redacted] ’s concerns. If Mr. [redacted] has any further questions relating to his claim, we welcome him to contact our Claims Department at 1-866-350-3256. Sincerely, [redacted] (Claims Manager) /ss

To whom it may concern:Upon further review of Mr [redacted] 's claim, we have contacted Squaw Valley to verify the upgraded pass that Mr [redacted] purchasedSquaw Valley confirmed that Mr [redacted] did indeed upgrade his ski pass and paid a total of $The ski pass dates of coverage on Mr [redacted] 's policy are 11/28/14-4/30/which equals days totalMr [redacted] 's doctor advised cancellation on 3/19/therefore the prorated figures are as follows:$divided by days = $per day pass cost$x missed days of the pass (3/19/- 4/30/15) = $for the prorated portion of the pass$less the $previous payment made on the claim leaves a remaining balance of $The analyst has requested payment today (2/16/16) for this amount and Mr [redacted] should receive the additional reimbursement check in the next 7-business daysAny further questions regarding the claim should be forwarded to Mr [redacted] 's claim analyst, [redacted] ***.Thank you for the opportunity to review Mr [redacted] 's concernsSincerely, [redacted] ***/ss

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This claim 2as essentially denied over the phoneI called twice and both times was told this claim is not validIf your policy clearly states 100% refund due to change of plans, than you must honor thatIf you are unable to honor that than change your policy so others are not mislead Regards, [redacted]

Dec To Whom It May Concern, Thank you for the opportunity to provide a response to Ms [redacted] recent concern regarding her Trip Cancellation claim ( [redacted] ) Our records indicate that the insured purchased insurance on 10/17/2017, which became effective on 10/18/2017, to cover travel between 10/18/through 10/24/ The trip was interrupted on 10/18/as the result of a medical condition of Ms [redacted] son Unfortunately, we were not able to extend benefits as the medical condition was deemed Pre-Existing by the policy’s definition as symptoms were present on the coverage effective date The policy excludes any loss due to a Pre-Existing Medical Condition Please refer to your policy wording, which states in pertinent part (emphasis added): Section IV EXCLUSIONS AND LIMITATIONS GENERAL EXCLUSIONS This plan does not cover any loss caused by or resulting from: (o) PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Company will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition (excluding any condition from which death ensues) of an Insured, Traveling Companion, Business Partner or Family Member which, within the day period immediately preceding and including the Insured’s coverage effective date: (a) first manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; (b) for which care or treatment was given or recommended by a Physician; (c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines While we appreciate the opportunity to review Ms [redacted] claim, we are held to the terms and conditions of the policy purchased The policy excludes any loss due to a Pre-Existing Medical Condition Unfortunately, we are not able to extend benefits under the Trip Interruption benefit If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at 1-800-826- 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

9/15/16/16 To whom it may concern, Thank you for the opportunity to provide a response to Ms. ***’s recent concern regarding her Trip Cancellation claim (#1934595). While we understand the position of the insured, we must abide by the wording of the Description of Coverage. Our records indicate that the insured contacted our office on 8/10/15 to purchase the insurance coverage. A copy of the policy Description of Coverage was sent to the insured on 8/10/15. The Description of Coverage gives a detailed explanation of the coverages available, and reasons for coverages to go into effect. It also gives a list of exclusions, definitions, and terms and conditions. The medical condition that led to the cancellation of the trip was considered a General Exclusion under the policy. The policy does not cover medical conditions which are considered pre-existing to the policy effective date, and therefore the claim was denied. 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)

[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 also want to add that without the involvement of the Revdex.com and the California Department of Insurance I suspect that this claim would not have been approved or I would have still be communicating with AIG for resolution I appreciate all the help from the Revdex.com and the California Department of Insurance in resolving this matter Regards, [redacted]

September 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/through 09/03/ The trip was cancelled on 08/29/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 UninhabitableClaims are not payable if a hurricane is foreseeable prior to the Insured’s effective dateA hurricane is foreseeable on the date it becomes a named stormThe Company will only pay the benefits for Losses occurring within 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/which is prior to your policy effective date of 08/28/ 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

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

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

We received the customer’s request for a premium refund on 10/27/As the customer pointed out in their statement, the policy was purchased in June of with an effective date of 6/21/Upon purchase the customer received a copy of the terms and conditionsIn the policy it states: FIFTEEN DAY LOOK: You may cancel this insurance by givingthe Company or the agent written notice within the first to occur ofthe following: (a) days from the Effective Date of yourinsurance; or (b) your Scheduled Departure DateIf you do this,the Company will refund your premium paid provided no insuredhas filed a claim under this CertificateSince the request for a refund was received on 10/27/15, more than days past the effective date of 6/21/15, the premium is non-refundable Our company always strives to give the finest quality service to our customers, while administering the contract as it is writtenShould the customer need to file a claim or need assistance while on their trip we will be available to assist in any matter that we can

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] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.AIG refused my claim for giving me the same reasonWhile purchasing policy they told me to that they will cover all the medical reason under this policyThey should not give that information while purchasing the policy.As per their word I purchase the policy while talking with the agent.So its due to the wrong information agent has provided me and they should not give information.Request you to go further on my comment and do needful 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 conditionMs [redacted] ’s analyst needed to contact the tour operator, American Patriot Getaways to verify when the trip and insurance policy was purchasedThis information was received on 1/15/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 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 *** Thank you for the opportunity to review and respond to Ms [redacted] ’s concerns Sincerely, Matthew [redacted] ( [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 [redacted] cancelled the trip due to a business meeting being cancelled as a result of the threat of a terrorist incident Unfortunately, we are unable to cover the loss as this is not a covered reason under the Trip Cancellation benefit Please refer to the 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 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 your continued participation in the Trip; (2) Sickness or Injury of a Family Member not traveling with the Insured must be so disabling as to reasonably 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 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) a Terrorist Incident in a City listed on the Insured’s itinerary within days of the Insured’s scheduled arrival; (h) 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 year Termination must occur following the effective date of coverageThis provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons This policy defines the following: “Terrorist Incident” means an act of violence by any person acting on behalf of or in connection with any organization which is generally recognized as having the intent to overthrow or influence the control of any government, that is deemed terrorism by the United States Government other than civil disorder or riot, that is not an act of war, declared or undeclared, that results in Loss of life or major damage to property It has been verified that the trip was cancelled due to the risk of a terrorist incident Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased AIG Claims Incis a separate company from [redacted] and [redacted] ; Mr [redacted] would need to raise his concerns regarding the communication with these companies directly with them Thank you for the opportunity to review and respond to Mr***’s concerns If Mr [redacted] has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-#### Sincerely, [redacted] ***