Alterations Express

I did send the link I was given which did not include what I was given later by their agent. I would also like to see in text where my grieving the loss of my husband and inability to travel is included in his death

To whom it may concern:
This is in response to an appeal we received in reference to the
denial of Mr***’s Trip Cancellation claim.
During our review, we took the following information into
consideration:
Claim form with supporting documentation Trip insurance product *** P10/06Letter of appeal along with letter from *** *** ** *** *** dated 09/25/15We appreciate the opportunity to review Mr***’s claim information
once again. Our records indicate that the
policy effective date is 07/04/15, with travel scheduled to commence on 07/20/
through 07/23/The initial claim correspondence received indicated that the trip
was cancelled due to a medical condition.
Unfortunately, Mr***’s claim was denied as there was treatment for the
condition prior to the effective date making it pre-existing and excluded from
coverage. The letter from *** *** indicates the condition is
pre-existing; however the reason for the cancellation was due to the worsening
of this condition. Unfortunately, as
this condition was treated prior to the effective date and there wasn’t a new
medical condition found to have prevented the travel we find that the condition
is pre-existing per the policy definition.
There is also mention in Mr***’s appeal that our representative
advised him not to contact Frontier Airlines to cancel the flight. As a consumer it is the traveler’s decision
how they would like to proceed when cancelling travel arrangements and the
information provided would not change the outcome of this claim. Unfortunately, at this time we find that no
new information has been submitted to support a covered loss and the condition
that prevented travel was pre-existing and is excluded from coverage. 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 welcome him to contact our Claims Department at ###-###-####.Sincerely,*** *** (*** ***)***

I'm not accepting Travel Guards response because the company is misleading, most reviews I read have similar issuesTravel Guard AIG gives peace of mind when you purchase the insurance and when you actually have an emergency and need to use it, that's when you find out that they have too many rules and the wording is set up in a way that allows them to avoid paying for most of the claims. It's like buying a lottery ticket, but travel guard gives you a sense of security. When I purchased the insurance they asked me what my main concern was and I told them my main concern was my year old daughter getting sick, and their response to this complaint is that sickness is not covered. Thank you, *** ***

RE: Revdex.com Complains #***We have reviewed the information regarding the above-listed Revdex.com complaint.Mr***, We have reviewed the information regarding the above-listed complaintThe refund request for the insurance premium is denied based on:You have filed claim #*** against the insurance policyWe have been contacted by our merchant that there is an open dispute against the credit card on file used to pay for the insuranceTravel Guard is closing the file on this matterThank you

11/3/
To whom it may concern,
Thank you for the opportunity to provide a response to
*** *** recent concern regarding his Trip Interruption claim
(UC81871267)
To provide an update on the claim, as was indicated in a previous
response, an email had been sent from our Claims Call Center to Mr*** on
9/28/to his personal email address with regards to alternative ways that
he could submit his claim documentation for our review
Our records indicate that the last documentation our office
received from Mr*** was dated 10/18/2016.
Any documentation that Mr*** faxed on 10/27/was not received
It would be appreciative if Mr*** could email his
documentation directly to our Claims Department at [email protected] and carbon copy his
adjuster at [email protected]
The adjuster will be advised to handle the documentation as a priority and will
be in contact with Mr*** as soon as that new documentation has been
reviewed
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 Analyst)

10/8/
To whom it may concern,
Thank you for the opportunity to provide a
response to Ms***’s recent concern regarding her Trip Cancellation claim
(***)
According to the information provided, your
trip was cancelled due to the untimely passing of your spousePlease allow us
to express our deepest sympathies for your lossUnfortunately, we are unable
to cover your claim as the manner in which he passed away is listed as a
General Exclusion on this policySince both insured’s were covered under the
same policy, the reason for cancellation is the same for both people, and
reimbursement cannot be considered for either insured under the policy
Please see below the covered reasons listed
in your policy for Trip Cancellation:
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
continued
participation in the Trip;
(2) Sickness or Injury of a Family Member
not traveling with the InsuredSuch disability 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) a Terrorist Incident in a City listed
on the Insured’s itinerary within days of the Insured’s scheduled arrival;
(g) the Insured or Traveling Companion is
involuntarily terminated or laid off through no fault of his or her own provided
that he or she has been an active employee for the same employer for at least
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) the Insured and/or Traveling
Companion is involved in or delayed due to an traffic accident, substantiated
by a police report, while en route to the Insured’s Destination
The death of a spouse is listed as a
reason under the Trip Cancellation benefit, however since the manner of death
is listed as a General Exclusion under the policy, reimbursement cannot be
considered 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,
David *** (Complex Claims Adjuster)

10/11/
To Whom it May Concern,
Thank you for the opportunity to provide a response to Mrs
***’s recent concern regarding her Medical Expense claim (UC8***)
We acknowledge the concerns Mrs*** has raised with
respect to the way she was treated by staff at the hotel
where she was staying
We sympathize with her concernsHowever, the staff at the hotel are not
affiliated with the travel insurance company, AIG Travel GuardSuch concerns
would need to be raised directly with the hotel staff
To provide an update on the claim, the Claims Adjuster,
***, has made a final decision on the claim as of todayA letter detailing
the outcome of the claim is forthcoming by mail and should arrive at Mrs
***’s residence in the coming 5-business days
If the insured has any further questions related to this
claim, she is encouraged to contact her adjuster, ***, directly by phone 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:Mr***'s doctor letter has been forwarded to our Quality Assurance Deptfor reviewOnce the review has been completed, Mr*** will receive response within 7-business daysWe
encourageMr*** to contact the claims adjuster, Susie *** directly at ###-###-#### to
discuss the denial and appeal options
Thank you for the opportunity to review and respond to Mr***’s
concerns.
Sincerely,
Matthew Fuchs (Claims Manager)
/ss

To
whom it may concern:
This
is in response to the concerns raised by Ms*** regarding her travel claim
We
understand Ms***’s frustration and concerns; however, the requested
medical documentation is required information to finalize the Trip Cancellation
claimOnce we receive the required information from the treating
physician/facility, we can continue to review the claim
We
apologize that Ms*** feels misled and have brought this to the attention
of our sales team to contact the selling agent for additional coaching
regarding the insurance coverage
We
encourage Ms*** to contact her claims adjuster, *** ***, directly
at ###-###-#### with further questions regarding her Trip Cancellation claim
Thank you for the opportunity to review and respond to Ms***’s
concerns
Sincerely,
*** *** (Claims Manager)
/ss

8/31/
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)
To provide an update on the claim, our records indicate that
the insured purchased insurance on 8/10/15, which
became effective 8/11/15. Submitted claim documentation indicated that
the medical condition that led to the cancellation of the trip for one of the
insured’s was present on, and treated on 8/11/15. After the claim investigation was completed,
it was determined that the medical condition was pre-existing to the policy
effective date per the wording of the policy, and the claim was denied
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
The policy wording above indicates that
there is no coverage for a medical condition that is present within the day
period immediately preceding and including the Insured’s coverage effective
date. Since the medical condition was
present on, and treated on 8/11/15, which is also the Insured’s coverage
effective date, the medical condition is considered pre-existing, and the claim
remains 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,
*** *** (Complex Claims Adjuster)

The basic reason I am rejecting the company’s rejection is that while my wife was being treated for an illness that illness was diagnosed as an infection at the time that we took out the insurance After a biopsy done during a procedure to open what was thought to be an abscess on 11/16/the diagnosis of cancer was made Prior to the biopsy we did not know the cancer was there and in fact there is no way to say that the cancer was present on 10/12/when the insurance was purchased The underlined section that the company refers to in their pre-existing does not apply because the reasonable person was seeking care for a small wound in the mouth that was not healing This was felt to be infection and as such would not have prevented a trip in January However when the cancer was diagnosed it required aggressive treatment with daily radiation that is occurring now when we would have been on the trip The cancer probably was present 10/12/but it is not certain that it was but it is certain that my wife and I did not know that the cancer was present The information that the company has does set a date of onset in August but in fact my wife’s dealing with this lesion goes back to an injury to the floor of the mouth in January She then was treated with antibiotics on multiple visits over the next few months and even had a root canal done at one point thinking an abscessed tooth was involved This is where the August reference came from After that is when the surgery was set up and ended up being delayed until 11/16/for a variety of reasons When we took out the insurance policy we did not know the cancer was present and again I say while it is likely the cancer was present it is not certain I would like to know what information the company is using to definitively know that the cancer was present.All of this information and this argument has been presented to the insurance company I was hoping to get another look at this situation to see if the company’s rationale for rejecting our claim was reasonable I still do not believe the rejection is reasonable as the reason the trip has to be cancelled was not known until 11/16/when the cancer was found well after the date of insurance purchase.I would like the company to give me information of how they determined that the cancer was present prior to 10/12/2015.*** ***

11/10/
To whom it may concern,
Thank you for the opportunity to provide a response to Mr
*** recent concern regarding his Trip Interruption and Missed Connection
claim (***)
To provide an update on the claim, our records indicate that
the insured purchased
insurance on 3/10/2016, which became effective on
3/11/2016, to cover travel between 8/8/2016-8/13/Because of the Delta
Airlines widespread power outage on 8/8/2016, Mr*** and Ms***
were delayed in getting to their destination of StLucia by one dayThus, the
claim was initiated for the unused, pre-paid day at the destination resort
The documentation was received in our office on 9/19/
and reviewed by the assigned adjuster on 10/11/Payment in the amount of
$was issued to Mr*** and Ms*** under the Missed Connection
benefit, as that is the only benefit under their policy which applied to their
situationPlease note payment was issued up to the maximum limit of coverage
per person under the Missed Connection benefit for each traveler
The policy purchased is a named perils policy, which means
that specific named reasons must first occur for a loss to be covered under the
terms and conditions of the policyThe Trip Interruption benefit provides
specific named, covered perils for a loss to be coveredUnfortunately, the carrier caused reason due
to the Delta Airlines outage does not fall under one of the named, covered
perils within the Trip Interruption benefitPlease see the named, covered
perils below:
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, Business
Partner or Host at Destination;
(1) Sickness
or Injury of an Insured, Traveling Companion or Family Member traveling with
the Insured must be so disabling as to 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 must be because
their condition is life-threatening as certified by a Physician, or they
require the Insured’s immediate careSuch disability 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 business
Such disability must be certified by a Physician;
(4) Sickness,
Injury, death or hospitalization of the Insured's Host at DestinationA
Physician must certify the Sickness or Injury
(b) Financial
Default of an airline, Cruise line or tour operator provided the Financial
Default occurs more than days following an Insured's effective date for the
Trip Cancellation or Trip Interruption BenefitsThere is no coverage for the Financial
Default of any person, organization, agency, or firm from whom the Insured
purchased travel arrangements supplied by othersThis coverage applies only if
insurance was purchased within days of Initial Trip Payment;
(c) Inclement
Weather causing delay or cancellation of travel;
(d) Strike
causing complete cessation of travel services at the point of departure or
Destination;
(e) the
Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural
Disaster, vandalism or burglary;
(f) the
Insured’s Destination being made Uninhabitable or Inaccessible by flood,
tornado, earthquake, volcanic eruption, fire, wildfire or blizzard that is due
to natural causes;
(g) the
Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required
to serve on a jury;
(h) the
Insured or Traveling Companion is called to active military service or military
leave is revoked or reassigned;
(i) a
Terrorist Incident in a City listed on the Insured’s itinerary within days
of the Insured’s scheduled arrival;
(j) the
Insured or Traveling Companion is involuntarily terminated or laid off through
no fault of his or her own provided that he or she has been an active employee
for the same employer for at least yearTermination must occur following the
effective date of coverageThis provision is not applicable to temporary
employment, seasonal employment, independent contractors or self-employed
persons;
(k) a named
hurricane causing cancellation or interruption of travel to the Insured’s
Destination that is Inaccessible or 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;
(l)
mechanical/equipment failure of a Common Carrier that occurs on a scheduled
Trip and causes complete cessation of the Insured’s travel and results in a
Loss of 50% of the Insured’s Trip length;
(m) the
Insured or Traveling Companion is required to work during his/her scheduled
TripHe/she must provide proof of requirement to work, such as a notarized
statement signed by an officer of his/her employerIn the situation of self-employment,
proof of self-employment and a notarized statement confirming that the Insured
is unable to travel due to his or her job obligations will be required;
(n) the
Insured or Traveling Companion is directly involved in a merger, acquisition,
government required product recall or bankruptcy proceedings and must be
currently employed by the company that is involved in said event; or
(o) the
Insured’s or Traveling Companion’s company is deemed to be unsuitable for
business due to burglary or Natural Disaster and the Insured or Traveling
Companion is directly involved as a Key Employee of the disaster recovery team
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 (covered reasons are listed above);
Fortunately, we were able to extend payment under the Missed
Connection benefit of $($per person), as this benefit does
provide coverage due to the reason for the claim lossA letter explaining this
was mailed to Mr*** and Ms*** on 10/31/In addition to this,
the policy covers only those Trip Costs which are insured and paid for prior to
the start of the tripThe policy does not extend coverage for missed wages as
the result of a Trip Interruption, whether or not the reason is coverable based
on the policy terms and conditions
We must adjudicate each claim under the terms and conditions
of the policy purchasedFollowing review, we find the claim has been properly
adjudicated; therefore, our position is maintained
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 *** (Complex Claims Adjuster)

12/8/
To whom it may concern,
Thank you for the opportunity to provide a response to Ms
C***’s recent concern regarding her Trip Interruption and Travel Delay claim
(UC81883576)
To provide an update on the claim, our records indicate that
documentation was received in our
office on 10/9/At this time, we
acknowledge that the documentation for the Trip Interruption and Travel Delay
claim was not reviewed timelyWe apologize for this delay and any
inconvenience this delay has caused
On 12/6/2016, the claim documentation was reviewed by the
assigned adjusterIt was noted that further documentation was requiredThe
adjuster emailed a letter with a request for the documentation that is still
requiredA voicemail was also left for the insured on the same day, and verbal
instructions were provided as to what documentation we still need to proceed
with review of this claim
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,
Erica L*** (Complex Claims Adjuster)

The attached letter confirms receipt of the customer complaint

9/26/
To whom it may concern,
Thank you for the opportunity to provide a response to Ms
***’s recent concern regarding her Trip Cancellation claim (UC81760400)
At this time, we do acknowledge that the documentation for
the Trip Cancellation claim was not reviewed
timely, and that our request for
the additional documentation was 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 that
this claim was requested for payment for the full amount of charged
cancellation penalties, which totaled $6886.74.
Our records also indicate that the assigned adjuster called and advised
of the forthcoming payment on 9/26/
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.]
Regards,
Rebecca ***The insurance company gets to decide everything? Nobody else looks at this? If I didn't arrive until midnight how is that utilizing the property? If we arrive at midnight, that TECHNICALLY IS November We paid for NOVEMBER Who else reviews this? Lucky you, get to to decide that your not going to pay me I hope you get this treatment when you have PROVIDED OVEFR PAGES of paperwork

To
whom it may concern:
This
is in response to the concerns raised by Ms***
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*** to contact our Claims Call
Center at ###-###-#### to initiate a formal travel insurance claim
Ms
*** should have her 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, a licensed
claims adjuster will be able to properly review and adjudicate Ms*** ‘s claim
based on the terms and conditions of the insurance policy purchased
Thank
you for the opportunity to respond to Ms*** ‘s concerns regarding her
travel
insurance
policy
Sincerely,
Matthew
*** (*** ***)
***

10/10/
To whom it may concern,
Thank you for the opportunity to provide a response to Ms**’s
recent concern regarding her Trip Cancellation claim (UC***)
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 $3830.44.
Our records also indicate that the assigned adjuster called and advised
of the forthcoming payment on 10/7/
If the insured has any further questions related to this
claim, we welcome them 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 rights
Sincerely,
David R*** (Complex Claims Adjuster)

AIG is the worst company I have dealt with! Period! My recommendation would be for anyone to purchase insurance elsewhereThey promise return communication and then never replyI was told they had an arbitration department for appealing my claim decision via an email only to find out that isn't true and the appeals process is with the boss of *** ***, as if that is impartial? The entire company and process is a jokeI have filed many complaints with various agencies and will continue to blog negatively about AIG to warn consumers to use a different insurance company. 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.]
Regards,
*** ***

6/4/To whom it may concern, Thank you for the opportunity to provide a response to Mr***’s recent concern regarding his Medical Expense claim (***)The insured’s claim for the medical expenses was denied because there was no documented treatment by a Physician during the
complainant’s trip, which is required in order for the medical expense coverage to be applicablePlease refer to the policy wording, which states in pertinent part: ACCIDENT SICKNESS MEDICAL EXPENSE BENEFIT If, while on a Trip, an Insured suffers an Injury or Sickness that requires him or her to be treated by a Physician, the Company will pay a benefit for Reasonable and Customary Charges, up to the Maximum Limit and after satisfaction of the Deductible shown in the Schedule or Declarations PageThe Company will reimburse the Insured for Medically Necessary Covered Expenses incurred to treat such Injury or Sickness within days of the date of the accident that caused the Injury or the onset of the Sickness provided the initial documented treatment was received from a Physician during the TripThe Injury must first occur or the Sickness must first begin while on an overnight Trip with a Destination of at least miles from the Insured’s Primary Residence, while covered under the Policy Submitted claim documentation indicated that the complainant did not seek documented treatment from a Physician until he returned home from the scheduled trip. Therefore, since there was no treatment by a Physician during the Trip, coverage is not applicable based on the policy wording above, and the claim for the medical expenses incurred once returning home from the trip remains deniedIf 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 rightsSincerely, *** *** (Complex Claims Adjuster)