Alterations Express

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/and 06/11/ The policy effective date was 06/11/ 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 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 day period immediately preceding and including the policy effective date of 06/11/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/and 2/5/We encourage the insured to contact Ms [redacted] directly at 1-866-350-to discuss the denial and appeal options Thank you for the opportunity to review and respond to Mr***’s concerns Sincerely, [redacted] (Claims Manager) /ss

Regarding Revdex.com complaint # [redacted] : Dear [redacted] - I sincerely apologize for the issues with the websiteYour policy #has been canceled and refunded for the amount of $I have sent an email correspondence regarding the refund to your personal email address Travel Guard considers this matter closed Thank you

I will send AIG the documents they are looking forI am working on getting them the death certificateBut please know, until the Revdex.com was involved, they did not call me or e-mail me as they statedMy cell phone records all in coming callsThere is know way that I did not answer their callAlso they would have been greeted with a voice mail that they could have left a message, or I would have seen the missed callOnly after your complaint notice did they respond to me

11/15/ To whom it may concern, Thank you for the opportunity to provide a response to Ms [redacted] ’s recent concern regarding her Trip Cancellation claim ( [redacted] ) We appreciate the feedback providedTo provide an update on the claim, we have received an invoice from [redacted] on behalf of Dr [redacted] This physician requires that we pay for completion of the Medical Certificate claim form in advanceThus, the adjuster is in the process of issuing the requested pre-payment Additionally, the adjuster has followed up continuously with Dr [redacted] ’s office and has confirmed that as of today, they are in receipt of our faxed request for completion of the Medical Certificate claim formA representative from the physician’s office by the name of Allie has indicated that the form will be completed and returned to our office by fax as soon as possibleWe will continue to follow up until the completed form is received 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, Erica [redacted] ( [redacted] )

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] **

9/12/ To 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] ) To provide an update on the claim, our records indicate that the adjuster will be in contact with the customer to request some additionally required documentation in order to complete review of the claim due to the Barcelona terror attack To elaborate, the claim has not been denied and remains active 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 must 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 We received a check to cover the entire claim from Travel GuardWhile 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 JonasAfter 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

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

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.As stated over and over again I can not provide with the medical certificateI should've listened to co-workers advise and never booked with this airline, any other airline would cancel with out going through all thisI will make sure none of my family, friends and co-workers ever travel with you guys Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hello, I am truly sorry to continue to bother you, but its been nearly days and I don't want to close this complaint until I receive an answer. The business has only responded in saying that the claim is still under review.
Regards,
*** ***

To whom it may concern:
This is in response to the concerns raised by Mr*** regarding
his travel claim
According to the information
provided, Mr***’s trip was cancelled due to a medical condition. It is noted that symptoms were present for
this condition
since August of per the medical documentation submitted
Treatment for these symptoms also occurred during the days pre-existing look
back periodThe policy effective date was 10/13/15. As symptoms were present and treatment took
place prior to 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 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
Symptoms and treatment have been verified to have occurred during the
day period immediately preceding and including the policy effective date of
10/13/for the condition causing Mr***’s 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 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***’s concerns. If
Mr*** has any further questions relating to his claim, we encourage him
to contact our Claims Department at ###-###-####
Sincerely,
*** *** (Claims Manager)
/ss

October
To Whom It
May Concern,
Thank you
for the opportunity to provide a response to Ms***’s recent concern
regarding his Trip Cancellation claim (***)
Our
records indicate that the insured purchased insurance on 05/12/2017,
which
became effective on 05/13/2017, to cover travel between 08/02/through 08/08/2017. The trip was cancelled as the result of Mr
*** being required to work during the scheduled travel dates. Unfortunately, being required to work during
the scheduled travel is not a covered peril.
Additional
medical documentation was submitted from the Physician in regards to a medical
condition confirming the need to cancel the trip on appeal. The medical condition noted on the submitted
appeal is excluded from coverage as it does not meet the policy definition, Complications
of Pregnancy; therefore, we were unable to extend benefits.
Please see
the named, covered perils below:
Section
II - Benefits
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
While we
appreciate the opportunity to review Mr***’s claim, we are held to the
terms and conditions of the policy purchased.
The policy does not provide coverage for having to work during the
scheduled travel dates. For this reason,
our position is maintained as the reason for loss falls outside the scope of
coverage purchased
If Ms
*** submitted additional medical details in regards to the Sickness of a
Business Partner, we are more than willing to review that additional
information as an appeal. The claims
adjuster provided further information on this to Ms*** on October 20,
2017.
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,
***
***
Complex
Claims Adjuster

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]This response is repetitive and nonsensical My claim has been submitted because my travel companion cancelled so that she could continue to act as sole trustee of her brother's estate following the unexpected death of the co-trustee which has nothing to do with my claim.I had to cancel to avoid paying single supplement and traveling alone There is no dead uncle and never was! I am disappointed in Revdex.com for having no teeth, I suppose they have been replaced by online comment sites
Regards,
*** ***

9/15/
To whom it may concern,
Thank you for the opportunity to provide a response to Ms***’s
recent concern regarding her Trip Cancellation claim (UC81850907)
To provide an update on the claim, our records indicate that
this claim was requested for payment for the
full amount of charged
cancellation penalties, which totaled $196.18.
Our records also indicate that the assigned adjuster called and advised
the insured of the forthcoming payment on 9/15/
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,
*** *** (Complex Claims Adjuster)

12/27/
To
whom it may concern,
Thank
you for the opportunity to provide a response to Ms***’s recent concern
regarding her Trip Cancellation claim (UC81857686)
Per
our records a Trip Cancellation claim (UC81810927) had been filed on 7/7/
due to work obligations triggering the policy termination. When the claim was filed on 07/07/2016, this
was notice of the Trip Cancellation to the insurance, and policy coverage would
have ended on the date the trip was canceled.
Please
see pertinent policy wording:
SECTION I
EEFFECTIVE AND TERMINATION DATES
Termination Date: Trip Cancellation ends on the earlier of:
(a) the cancellation of the
Insured’s Trip; or
(b) the date and time the
Insured starts on his/her Trip.”
As a claim was filed against the policy,
no letter of cancellation would have been sent as the claim filing prompted the
terminationPlease note that any events or incidents which occurred after the
trip was cancelled on 07/07/are not covered under the policy purchased,
and cannot be applied to a trip which was already cancelled before the event or
incident occurred
A
claim cannot be properly adjudicated until all required information is
received. Claims filed for a medical
condition require a physician’s statement to act as proof of reason for the
claim. All claims documentation received
is destroyed within days of receipt.
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,
*** ***
Complex Claims Adjuster

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This trip was not cancelled until September and was not cancelled with the airline until my daughter entered the emergency room,had a follow up with her Pediatrician and further follow up care with Nemours Children Hospital in Orlando, FLArrangements with my employer were made and I was going on the tripI did not ask the insurance company to cancel my policy nor were there ever any discussions of thatI want proof, with my signature, that this was an agreement to cancel the policyIf necessary I will be seeking legal aid regarding this matter as the response from the insurance company is grossly inaccurate
Regards,
*** ***

To whom it may concern:We thank Mr*** for the additional information included with his complaint response and have forwarded the information to the Claims AdjusterAs previously advised, we have contacted *** for required information and once this has been received, we will be able to finalize the Trip Cancellation claim.We encourage Mr*** to contact the Claims Adjuster, *** ***, directly at ###-###-#### with any additional questions or concerns.Thank you for the opportunity to response to Mr***'s concerns regarding his grandson's travel claim.Sincerely, *** ***/ss

August
To Whom It
May Concern,
Thank you
for the opportunity to provide a response to Ms***’s concern regarding
her Trip Cancellation claim (UC8***)
Our
records indicate that the insured purchased insurance on 08/02/2017, which
became
effective on 08/03/2017, to cover travel between 08/22/through 08/22/2017. The trip was cancelled on 08/14/due to having
an appointment for fingerprinting to obtain U.S Citizenship on the same day as
the flight. Unfortunately, this is not a
covered loss under the Trip Cancellation coverage and benefits were not
extended
Please refer to your
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;
(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
While we
appreciate the opportunity to review Ms***’s claim, we are held to the
terms and conditions of the policy purchased.
The policy does not provide coverage for cancelling due to having an
appointment for obtaining US Citizenship.
For these 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 ###-###-####
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,
*** ***
Complex
Claims Adjuster

To whom it may concern:This is in response to the concerns raised by Ms*** regarding her Trip Interruption claim.We understand Ms***’s frustration and concerns; however, 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 purchasedThank you for the opportunity to review and respond to Ms***’s concerns. If Ms*** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.Thank you for the opportunity to review and respond to Ms***’s concernsSincerely, *** *** *** *** ***

12/13/
Revdex.com of Wisconsin
Case
We inform that our
insured presented a claim under the benefit of Trip Interruption asking for an
indemnity of USD, USD for each traveler
It is taken into account at the time of evaluation
and resolution of the claim, both the
circumstances of the incident, and the
terms and conditions of the policy; which indicate that by Interruption of the
Trip is meant the scenario where the Holder is prevented from continuing the trip
due to a sudden illness, accident or death, or from the holder a relative or
traveling companion
According to the
information provided in the claim, the insured have made their full trip, but
due to an incident with the crew, there was a delay in the departure of the
first flight
Since there was no interruption of travel, but a delay in the departure
of the flight, based on the conditions of the policy and in order to cover the
claim, the case is evaluated under the benefit of Trip Delay, which has a
maximum coverage of USD per traveler, therefore have been paid USD
The insured insists that his request is for Trip Interruption, and is
told that under that benefit his claim would not have coverage, so the analysis
under Trip Delay has been performed, so that it can be paid under this concept
The letters are sent with the resolution and conditions related to each
benefit to the insuredSubsequently a telephone call is made and the
circumstances are explained, to which the insured responds that he has
understood the benefit and agrees with the resolution and payment under the Trip
Delay benefit
Please note that this is NOT a U.STravel Guard productIt is a Foreign
Travel product purchased via Liat Airlines and therefore should not be heard
under the jurisdiction of the Wisconsin Revdex.com.
We have provided this response in an effort to satisfy the Revdex.com inquiry
Best regards,
Claims Team