Berkely Group

Review: I purchased AON insurance for my rental car service. My claim was denied for a shredded tire, on my rental car, that cost $134.61 to repair. I called the company October *, 2015 for a verbal explanation of why they would not pay my claim. The associate told me that it was because I didnt meet the $250 deductible. I told her I did not know about a deductible. She said that it states that there is a deductible on the website. I did a mock car rental, and under the insurance it says: Pays up to $35,000Primary coverage so you dont have to go through your auto insuranceCovers rental car damage from collision, theft or vandalismIt says nothing about a $250 deductible. If I knew this, I would not have purchased the insurance that [redacted] offered. I turned down [redacted] insurance because I paid for AON. When my tire shredded on the highway, I thought I was covered.Desired Settlement: I want a refund, and I want my Hertz claim paid ($134.61).

Business

Response:

We have reviewed [redacted] complaint regarding the denial of her claim for payment under her Car Rental Insurance plan. As the plan [redacted] purchased contains a $250 deductible, and as the amount of [redacted] claim was below that $250 deductible, we were unable to provide any reimbursement to [redacted]. We note that in her complaint, [redacted] indicates that she was unaware the plan she purchased contained this $250 deductible. Further, to demonstrate her point that the plan does not contain an indication of the deductible, [redacted] provided an “[redacted] mock rental” and included this with her complaint. I have attached the mock rental [redacted] provided and would direct your attention to the section regarding adding the protection plan. You will note that the full terms and conditions are made available prior to the booking via the link in blue – View terms, conditions and plan sponsor. The full plan that was provided via this link to [redacted] during her actual booking, as well as during the “mock car rental” [redacted] submitted for reference, a copy of which is also attached here, does indeed contain the notice of the $250 plan deductible. You will note that under the Description of Coverage of the plan on page 1, it states: Schedule: [redacted], Inc. Maximum Benefit Amount Rental Car Damage $35,000 ($250.00 Deductible) The plan further goes on to define Deductible as follows: Deductible means the amount, which must be incurred by you before benefits are paid under the plan. The Deductible is equal to the amount shown in the Schedule for each person insured. While we understand that [redacted] did not make note of the plan deductible in the documents provided to her both during her actual booking as well as during her “mock car rental” booking, as the plan does contain this $250.00 deductible we are unable to consider [redacted] request for reimbursement of the damages incurred which were below this deductible. We trust we have responded to the concerns raised in [redacted] complaint, and have provided clarification regarding the denial of her claim. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I opted for the travel insurance and got fired 1 week before my trip. Its been 7 months and still no work but I keep getting denied the claim because of the wording of my termination.....ss .Don't waste your money on them.

I just got off the phone with Berkelycare and I am writing to let you know that I will never, ever, take a trip with Carnival Cruise Lines again as well as I will be publishing my experience with your agency and Berkely on line. I feel mislead and have never been mistreated so poorly in my entire life! We paid for 2 airline tickets and 2 cruises and received a measly $1000.00 back for our inconvenience, only to have that cancel out our cruise credit! That is how you treat your customers? Had I known that we would not be reimbursed for missing our first cruise, I would have never booked a second cruise in the airport with your agents. I spent $780.00 for airline tickets, $4300.00 for a cruise I didn't get to take, $1200.00 for a second set of tickets to get to Florida and another $1260.00 for a second cruise and you and Berkley feel comfortable with $1000.00 reimbursement for this horrible experience!! Berkely looks for everyone reason not to pay a claim. We spent more in insurance than we were reimbursed with the two different cruises! Total sham.
Sincerely,

Review: I booked a trip through [redacted] for a trip to Costa Rica for March [redacted] I was unable to land in Costa Rica due to volcanic activity there. I never made it to my final destination and [redacted] has only reimbursed me $188 for the trip. This trip interruption is of no fault of mine and I believe I deserve a full refund. [redacted] considers my experience a "partial trip." Considering I never made it to my destination this seems unreasonable. Requesting a full refund.Desired Settlement: Refund for trip to Costa Rica

Business

Response:

We have reviewed [redacted]’s complaint regarding the denial of her and her companion’s claim for Trip Interruption due to the airline’s inability to land at the scheduled destination as a result of volcanic conditions on Costa Rica. Please note that we did approve [redacted] and her companion’s claim for coverage and provided payment in accordance with the terms and conditions of the plan – namely providing reimbursement of their unused land travel arrangements. The plan also provides coverage for any additional transportation expenses incurred to either catch the traveler up to their scheduled destination or return home. However, based on the information received, [redacted] and her companion did not in fact incur any such additional transportation expenses. Rather, as per [redacted]’s complaint, the insureds were requesting reimbursement of their full trip cost, including the cost of the airfare that was used for their flights to and from Panama. Please note that original used and/or unused airfare is not a covered benefit under the terms of the plan and therefore, we were unable to comply with [redacted]’s request. However, we have considered the full circumstances of the pair’s trip and we have agreed to make a business consideration and provide them with the requested reimbursement of their original used and/or unused airline tickets. Accordingly, an additional payment in the amount of $509.43 per person is being sent to [redacted] and her companion under separate cover. This amount, together with the original payment provided of $188.93 per person, represents the full trip cost for the pair’s booking. We trust that we have sufficiently responded to the concerns contained in [redacted]’s complaint and are pleased we have been able to bring a satisfying close to this matter. Should you have any additional questions, please feel free to contact our office.

Review: I purchased travel insurance. I need to cancel because I lost my job. Because I had not been working for my job longer than 3 years they would not let me cancel the trip. Basically, they said I would just lose the money for the flight. I mean if I don't have a job how can I afford to leave the country. I explained this to a [redacted] by the name of [redacted] and he was not helpful.

I purchased travel insurance in the even of something happening. So I lost the flight's money and the money I paid for a service that could not help me.Desired Settlement: I would like my request to be honored. I have lost a lot already. I was looking forward to my travels then I lost my job. I thought buying the insurance would help but it actually was not worth it.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. Please note that [redacted] did not initiate a claim with our office. While [redacted] did contact our office on or about January *, 2015 to begin a claim for trip cancellation due to her job loss, she did not complete the initiation process. Rather, upon being advised of the specified reasons for cancellation under the plan, in particular the coverage afforded for a cancelation as a result of a job loss of the traveler, provided the traveler was employed by such employer for a minimum of three years prior to such termination, [redacted] did not proceed with the claim initiation as she did not meet the three year requirement. While we certainly understand [redacted]’s position, the plan language clearly states that three years of employment are required to be eligible for coverage. Further, please understand that a complete copy of the plan was provided to [redacted] prior to and concurrent with her purchase of the plan, and such terms must be accepted in order to complete said purchase. Though no claim has been initiated to date, should [redacted] wish to do so, she can contact our office and we would be more than happy to review any additional information she wishes to submit. However, based on the information received to date, at this time we would be unable to consider her request for reimbursement. We trust that we have responded to the concerns in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not filed a complaint because I was told that I could not do so. The business in question response to why they will not reimburse me is based off their response to saying that I could not file a complaint since I had not been employed with my employer for three years. This response is in adequate and a resolution of greater portion must happen. I will accept compromising with the reimbursement. Additioally, these companies have not heart when dealing with human beings. I have lost my job and would like to use that money for matters that have seriously affected myself due to job loss. Furthermore, this entire matter has greatly stressd me out for numerous reasons, one for not being able to attend a trip I had planned and two for not being reimbursed when I clearly purchased travel insurance. Cordially,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Purchased travel insurance over a holiday flight. Was forced to cancel due to job relocation during holiday. Aon did not cover.Desired Settlement: I would like the base price of the ticket.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] advised that she cancelled her scheduled trip due to her temporary job relocation. Unfortunately, [redacted]’s reason for cancellation is not one covered under the plan. Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan. However, a job relocation is not a specified reason in the plan. As such, we are unable to consider [redacted]’s request for reimbursement.Please note that the plan in its entirety, including the full listing of all specified reasons making one eligible for reimbursement is provided to the traveler prior to and concurrent with the purchase. While we understand [redacted]’s disappointment in the outcome of her request for reimbursement. We hope this has provided further clarification of the claim determination and understanding that we must review each request in accordance with the terms and conditions of the plan purchased.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

P.S. I do strongly recommend putting the author of the reply through a remedial computer course, seeing that there is a repeated mistake of an "s" where there should be an "r", as in "Ms" instead of the appropriate "Mr". Seeing that there is an inability to read, I hope this same negligence isn't present with other clients.

Review: I cancelled the trip because my wife felt faint she is 77 years old and is under a doctors care I called air lines to cancel then called aon affinity told them I cancelled they sent me a form I filled it out sent it back I did not hear from them so I called them they said I needed a doctors note so I sent them one did not hear from them for two month so I called them they said that she did not go the next day to the doctor so they will not honor the claim.the note states she had that problem. thank you [redacted]Desired Settlement: refund

Business

Response:

We have reviewed [redacted]’s complaint and are responding accordingly. Please note that [redacted] states she canceled her scheduled flight due to her own medical condition. The plan [redacted] purchased does provide a cancellation due to a Sickness. However, in order to qualify for reimbursement, the reason for cancellation must meet the plan requirements. These requirements are as follows: The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip. [redacted] purchased her airline ticket on February **, 2015 and cancelled it on March *, 2015 for a trip scheduled from March *, 2015 returning March **, 2015. Accordingly, in order to qualify for coverage under the plan, [redacted] would have had to have been examined and treated by her physician at the time of his cancellation on March *, 2015, in accordance with the plan’s terms and conditions. However, based on the information received, [redacted] underwent no such examination or treatment at the time of her cancellation or while she was covered under the plan. Rather, the information received indicates merely that [redacted] requested a note from her physician on April *, 2015 advising of her inability to travel in March, without having had undergone an examination or received any treatment from her doctor for such condition. As the information received confirms that [redacted] did not undergo any examination or receive any treatment from her physician at the time of her cancellation, her reason for cancellation does not meet the plan requirements and we are unable to consider her request for reimbursement. We trust that we have responded to the issues raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.

Review: Berkley insurance has very faulty manor and tedious process with my refund of cancellation with travel insurance. My trip was for November [redacted] 2014.

First, I submitted the forms to received the refund for the flights after having to cancel the booking. I received the forms on 09/**/14 I submitted it to Berkley claims department with proper documentation and even a letter from my employer to prove I needed to cancel. Apparently, that wasn't a good enough reason to cancel ahead of time (even though it's part of the reasons they list). Received response on 10/**/14. I submitted documentation once again stating I was sick prior and during the time of what would've been the trip. I submitted those forms and finally I received refund approval notice.

Instead of submitting the refund check under MY name , and my name only, since I was the one who purchased the tickets, and I purchased the travel insurance, I received the other $300 check in the other travelers name. I called Berkley to let them know to please cancel that check and send me again with MY name since I am the ONLY one who spent and wasted money on this trip. They said they would talk to their supervisory or whatnot. Then she came back and said unfortunately due to their process and whatever they are not able to do that since both parties are insured, the refund check goes to each individual passenger.

This is the most preposterous and most illegitimate, and I don't even know how else and what else to say that this was complete faulty process of the way they handled things. I told the representative there is absolutely NO WAY for me to get a hold of her to get that refund check, there is no communication and as if she fell from the planet earth. HOW is this right, or just that the travel insurance won't even make an exception due to those GRAVE circumstances. WHAT if the other person died and the check in under their name...I was never going to get the $ that IS mine, they are holding MY money. I will go to the Revdex.com and write this negative complaint and all of this about that travel insurance. There is nothing worse then when a bad company like that decides to do something that doesn't even make sense because I AM the one who paid for it. THE RULE ALWAYS IS: give back the money to the person who PAID for it!!!!!!!!!

Words can't even describe how angry I am. I will dispute this and take further action. I am not about to have [redacted] and Berkley keep my money for no legitimate reason!! Travel insurance companies like this are a scam. Customer service was no help either nor was the supervisory whoever handled my case.

I hope this case brings this to your attention whoever is reading this to stay please stay away from this insurance. I will no longer be using [redacted] and I will never even think of using Berkley Travel insurance and make sure no one deals with them either.Desired Settlement: It is My right to received my money in MY name in the check. There should be no rule or anything otherwise against that. It is what I deserve.

Business

Response:

We have reviewed [redacted]’s complaint regarding the claim payments made on her and her traveling companion’s claim. Please understand that payment on this claim was made to both [redacted] and her traveling companion individually as each had a protection plan purchased insuring their travel expenses. However, concurrent with this complaint, [redacted] had requested that we reissue her companion’s claim payment to herself as she made payment for her companion’s travel expenses. As we’ve received no objection to this request from the traveling companion, and as [redacted] provided sufficient documentation confirming her contention regarding payment of the travel expenses, we have made a consideration to provide her companion’s payment to [redacted] directly as reimbursement of the travel costs [redacted] had paid on her behalf. Accordingly, payment was sent to [redacted] on February **, 2015 in the amount of $293.00. As this satisfies [redacted]’s request we trust this shall conclude this matter. Should you have any additional questions, please feel free to contact our office.

Review: I purchased an airline Ticket thru [redacted], when I purchased the ticket it offers a trip protection plan, I purchased the trip protection plan. I was unable to attend the trip so I canceled the flight and filled out the paperwork with with Insurance company. On ** June 2014 I called Berkley Insurance Group and spoke to [redacted] a Senior Customer Representitive. [redacted] told me that my claimed was denied because it was not a valid reason, and that I should read the small print on the website I asked if he had a direct line and he said he did not have a direct line or an email address. I asked to speak to a supervisor who's name is [redacted] who told me his extension was [redacted], the number to the company is [redacted]. I called the company back and dialed the extension which was bogus. after speaking to another rep, from the company he gave the full number of [redacted] which is [redacted] but he was not working after 5 PM. I called [redacted] as well and asked them if they where aware of the policies being performed at this company I spoke to Ian employee number V3 he could not answer any questions and I was told to send a letter to the corporate office, or send an email.Desired Settlement: Refund

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. [redacted]’s claim was denied as the reason for his cancellation was one specifically excluded under the plan purchased. More particularly, he cancelled his scheduled trip as he was required to report to work the weekend of the trip. A cancellation due to business obligation is excluded from coverage under the plan and the claim was appropriately denied. Please understand that the plan, in its entirety, is provided to the participant prior to and concurrent with the purchase. Further, in order to finalize the purchase, the participant must initial their acceptance of the plan’s terms and conditions. Accordingly, based on the terms and conditions of the plan, there shall be no payment forthcoming.

Regarding the issues raised in [redacted]’s complaint, he seems to be displeased with the service received when discussing the denial of his claim. In particular [redacted] contends that he was given a bogus telephone number to speak with a claims supervisor. Please understand that the telephone number provided, ###-###-####, is a toll-free number to our office. [redacted] could have requested that the Customer Service Representative who answered his call to transfer him to [redacted] at the extension provided. The local number he received on his next call to our office is not a toll-free number, though it is the claims supervisor’s direct dial line.

While we understand [redacted]’ disappointment at his cancelled plans, we hope he can understand that we must review each request in accordance with the terms and conditions of the plan.

We trust that we have responded to the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.

Review: I purchased a trip through [redacted] and opted for the Travel Insurance through the Berkely Group.

My flight (Flight 1628) was scheduled on March [redacted] 2014 at 8:45am departing from Chicago O’Hare International Airport. I was not able to depart on time due to the accident. A semi overturned on the Tri-State Tollway (I-294) near the O'Hare Oasis, spilling plastic beads across the interstate and snarling traffic during Monday's morning commute, preventing north bound access to the airport. Major delay was described and published via news channels as well [redacted] I reached out [redacted] customer service and rebooked my flight (Flight 498). However it cost me $450.00 in rebooking fees. I submitted compensation claim with Aon/Berkely Group. Claim [redacted] was issued by Aon/Berkely Group. Based on respond from Aon/Berkely Group I was not eligible for compensation in amount of $450.00 because I was not involved in the accident directly.Desired Settlement: I would like to have the rebooking fees costs refunded in full of amount of $450.00, as I have complied with all of The Berkely Group's requests and submissions of proof

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In his complaint, [redacted] explains that he was unable to reach the airport in time for his outbound flight and he had to incur additional expenses for the rebooking of his airline ticket to a later flight. He submitted a claim to our office seeking reimbursement of such expenses.

Unfortunately, [redacted]’s situation is not one covered under the plan. While we understand the circumstances which caused [redacted] to miss his original flight, regrettably, heavy traffic delays, is simply not a covered reason for Trip Interruption under the plan. The plan contains a number of non-medical reasons, all of which are enumerated in the plan which is provided to the participant prior to and concurrent with the purchase.

Based on the information received, [redacted]’s reason for interruption of his original travel plans was not one covered under the plan and his request for reimbursement was appropriately declined.

While we understand [redacted]’s disappointment at the outcome of his claim, we hope he can understand that we must review each request in accordance with the terms and conditions of the plan purchased.

Review: My husband and I purchased a trip with Cheap Caribbean and the Travel Protection Plan through Berkley Travel on Sept. **, 2013. The trip was scheduled for Feb.**, 2014. On Feb.**, 2014 we were contacted by US Air saying our flight was cancelled due to inclement weather. I submitted a claim (#[redacted]) to Berkley Travel for reimbursement of trip cancellation. I received notification from Berkley Travel that the entire claim is denied. We paid approximately $220.00 for this insurance. The total cost of the trip was $3161.51 that included the insurance. I would appreciate your assistance in this matter since this Berkley Insurance Company appears to be nothing more than scam. Please contact me if more information is needed. Thank you in advance for your help.

Sincerely,

[redacted]Desired Settlement: Payment from Berkley Travel

Business

Response:

We have reviewed [redacted]’s complaint regarding the denial of her claim for trip cancellation due to the flight cancellation she experienced. The plan does not cover a trip cancellation due to a flight delay/cancellation of a traveler's outbound flight. However, the plan does provide coverage for a cancellation in the event of flight cancellations due to a Natural Disaster, which is defined in the plan as such an event that renders the common carrier unable to provide travel service due to a shutdown of all local airports for a duration of greater than 12 hours. When [redacted] submitted her and her husband’s claim she provided no such verification and, as such, we were unable to consider the claim. As it is the responsibility of the claimant to perfect his or her own claim, submission of such verification would have been required. However, upon receipt of the complaint we took it upon ourselves to further investigate the status of the airport through which the Festas were scheduled to travel. While there is confirmation of several outbound flights leaving the day of their departure, we did take into consideration that the bulk of the flight schedule for that day was indeed cancelled.

Based on this information we have agreed to make a business consideration and provide the Festas with their requested reimbursement. Accordingly, payment in the amount of $1,430.47 per person is being sent to the Festas under separate cover.

We trust that we have sufficiently responded to the concerns contained in [redacted]’s complaint and are pleased we have been able to bring a satisfying close to this matter. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted],

I can't thank you enough for your assistance in this matter. I feel certain we would not have received a refund without your help! Thank you!

Review: On September *, 2014 I purchased airline tickets from [redacted] and travel insurance ([redacted]) for myself and my sister, [redacted], to travel on October *, 2014. On September **, 2014 my sister suffered a [redacted] and we could not travel. I contacted [redacted] and they provided me with information on how to file my claim for a refund, which included providing documentation from the hospital treating my sister. I submitted all requested information; I followed up on December [redacted], and was told it would be raised to a "tier two" - requiring me to submit the information to another address & fax number. I complied, and sent my request via fax on two more occasions and did not receive a refund. I did some research on the number which led me to the AON business and contacted them directly. I was given a new address/fax/e-mail, and I forwarded all of the documentation again (via fax and e-mail). I received an e-mail saying that I did not complete claim forms, but they did not include one with the e-mail. I responded that I have complied with all requests and continue to be re-directed again and again, etc.. When I spoke with someone on the phone they clearly had all of the information, knew my sister's name, and even provided me with a reference and claim number ([redacted]). I have been re-directed so many times that I feel that this company is deliberately avoiding payment. I had paid a total of $606.40 plus travel insurance in the amount of $42.00.Desired Settlement: That AON honor its contract/agreement and promptly refund the airline expenses that I had paid

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint [redacted] indicates that she initiated a claim with us for her and her sister’s cancellation. She further states that since that time she has submitted the requested information to our office numerous times, with additional information being requested each time, and various email addresses provided to which to submit such information. Please note that following [redacted]’s claim initiation on September **, 2014, the first submission of documentation received from [redacted] was received by us on January *, 2015. This documentation included copies of the emailed correspondence [redacted] had been engaged in with [redacted] directly, not with our office. Accordingly, it appears that [redacted] erroneously believed she had submitted the claim under the travel protection plan to our office when in fact she had been working with [redacted]. We have reviewed the items [redacted] submitted to us on January *, 2015. While the claim form we had sent to [redacted] and [redacted] on September **, 2014 for completion was not included with the items [redacted] forwarded, sufficient medical documentation has been provided so as to allow us to finalize the claim at issue. Accordingly, we are currently providing payment to [redacted] and [redacted], in the amount of $303.20 per person, under separate cover. Such payment represents the cancellation penalty applied on their cancelled airline tickets. We are pleased we were able to finalize [redacted] and her sister’s claim and trust this matter is now concluded. Should you have any further questions, please feel free to contact us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved, upon receipt of the payment agreed to in the response by the business.Sincerely, [redacted]

Review: I purchased Airline ticket on [redacted]. I got travel insurance using this company for my trip from [redacted] where I purchased my ticket. Me and My wife was to fly out of DC to Florida on February [redacted]. MASSIVE snow storm shutdow DCA,Dulles and BWI and caused my trip to be cancelled. I filed a claim and stated that. Was denied refund........ As the contract stated, in part

Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy:

G) a Natural Disaster occurs, which causes a complete cessation of travel services at point of departure and/or destination;

the contact also states the definition for natural Disaster and states "Natural Disaster means 1) for Flight Reservations, flood, hurricane, tornado, earthquake, or blizzard which renders your Air Common Carrier unable to provide a travel service due to a shutdown of all local airports for a duration of greater than 72 hours; and 2) for Rental Car Reservations if purchased, a complete cessation of travel services at the point of departure (pick up) and/or destination (return) for the duration of your Covered Trip."

I tried to get onto another flight but the next available flight was AFTER I should have come back from my trip. I think this company is in a habit of just collecting money for insurance and does not pay back when things DO happen. If this company want to do alittle research, they will find ALL over the news that all airports were closed. If they want to call the airline, they will again find that there was not another flight aviable until the [redacted] when I was to return on the [redacted]. My flight was on a the [redacted] there is 4 days which means 96hours until the next flight.

I paid for insurance to you company and your company is not keeping your end of the deal of the contract.Desired Settlement: I would like my money back for the flights amount of 432.00

Business

Response:

We have reviewed [redacted]’s complaint regarding the denial of his and his companion’s claim for trip cancellation due to the flight cancellation they experienced. The plan does not cover a trip cancellation due to a flight delay/cancellation of a traveler's outbound flight. However, the plan does provide coverage for a cancellation in the event of flight cancellations due to a Natural Disaster, which is defined in the plan as such an event that renders the common carrier unable to provide travel service due to a shutdown of all local airports for a duration of greater than 72 hours. From the information received, we have confirmed that the airport in question was not in fact shut down for a period of greater than 72 hours. As such, [redacted] and his companion’s claim did not qualify for coverage under the terms of the plan and the claim was appropriately denied.

However, we considered the full circumstances and time frame of the couple’s trip and we agreed to make a business consideration and provide them with the requested reimbursement of their non-refundable airline tickets. Accordingly, payment in the amount of $216.00 per person was sent to [redacted] and [redacted] on April **, 2014.

We trust that we have sufficiently responded to the concerns contained in [redacted]’s complaint and are pleased we have been able to bring a satisfying close to this matter. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I bought a plane ticket for my sister [redacted] that resides in Mexico City in November 2015. My name is [redacted] and I live in Tucson, AZ. I always make sure I buy the Travel Protection Plan along with it for $ 42.00. My sister is 73 years of age and she could not travel on December **, 2015 because she was very sick with [redacted]. I cancelled the plane ticket and I called several times [redacted] to send me the paperwork to submit the claim for refund. My sister lives in a rural community in the outskirts of Mexico City. The doctor provided my sister with her official letterhead stating her diagnosis and the impossibility for my sister to travel in those conditions. The Claim Number is [redacted] and the Reference # is [redacted] for $660.00 (cost of the plane ticket). The doctor in Mexico City (State of Mexico) does not speak English and she considered that her official letterhead, with all her contact information, was enough to fulfill the demands of Aon Insurance Co. Those documents were translated by a Notary Public in the United States and officially notarized. It's been more than three months that I sent all the paperwork and Aon Infinity has not processed the claim. I spent hours trying to contact them and the phone always states that the agents are busy with other customers. When I have been able to contact them they come up with different excuses to deny the claim. Today, I was able to contact an agent and they told me that they need their "official form" fill out by the doctor in English. I was never contacted before about this issue. They have been silent for three months. I am the one always seeking them for clarification. Thanks in advance for your help on this matter.Desired Settlement: Refund of the cost of the plane ticket for the amount of $ 660.00 Claim # [redacted], Reference Number [redacted]

Claims Department

Business

Response:

We have reviewed [redacted]’ complaint regarding her sister’s claim for Trip Cancellation benefits. Please note that [redacted]’ sister, [redacted], was booked to travel on December *, 2015 but cancelled several days prior to departure due to her own medical condition. A claim was initiated for [redacted] and a claim form was sent to her for completion. As a part of this claim form, there is an Attending Physician Statement that is to be completed in full by the treating physician. When the claim form was originally returned it did not include a completed Attending Physician Statement. Rather, a letter was submitted which provided only partial medical information regarding [redacted]’ reason for cancellation. As the balance of the information was needed to enable us to review the claim, we did send correspondence to [redacted] to request the Attending Physician Statement be completed and returned. Prior to receipt of this complaint, [redacted] contacted our office on her sister’s behalf to discuss the matter, explaining the language barrier with her sister’s physician and the documentation previously submitted as verification of the medical condition and treatment of [redacted]. I am pleased to advise that, after further review, we did agree to honor the claim despite not receiving the full response requested. Accordingly, payment was provided to [redacted] on March *, 2016 in the amount of $660.15, representing the full airline ticket cost. As this claim has now been settled we trust this will conclude this matter. Should you have any additional questions, please feel free to contact our office.

Review: I FILED INSURANCE CLAIM WITH AON SERVICES FOR MY PHONE THAT WAS STOLEN FROM ME DURTING THE FLIGHT FROM EUROPE TO CHICAGO. CLAIM NUMBER IS [redacted].

DUE TO THE SHORT CONNECTION BETWEEN FLIGHTS IN CHICAGO I HAD NO CHANCE TO FILE A POLICE REPORT AT ORD AIRPORT. WHEN I ARRIVES BACK TO INDIANAPOLIS I WAS SAID THAT I SUPPOSE TO FILE IN CHICAGO FOR POLICE TO TAKE MY REPORT. I PURCHASED INSURANCE TO MAKE SURE THAT IN CASE IF I LOOSE SOMETHING FROM MY PERSONAL PROPERTY I WILL BE REIMBURSED. AS A RESULT, ALL I GOT WAS A LETTER STATING THAT WITHOUT POLICE REPORT THEY CANT COVER MY LOSS. QUESTION: WHY CUSTOMER HAS TO SUFFER IF THE CONDITIONS UNDER WHICH HE WAS RESULTED IN INABILITY TO MAKE POLICE REPORT ON TIME?Desired Settlement: I WOULD LIKE TO RECEIVE EITHER IPHONE 5 THAT WON [redacted] WALMART IT COST 55AS STOLEN OR ENOUGH MONEY THAT I CAN GO AND BUY ONE IN WALMART. AT [redacted] WALMART IT COSTS $589

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In his complaint [redacted] states that his cell phone was stolen during the first leg of his flight from Europe to Chicago. He states that he had no time to file a police report in Chicago during his layover and therefore he is unable to provide any verification of this loss. Please understand that in order to consider a claim for lost or stolen personal belongings, a report from the appropriate party is required. The plan states the following:

Review: I bought Travel insurance through Priceline and unfortunately I suffered some loss i.e damages to my luggage. I called them / filled up forms online and I am yest to recieve a claim form. Their process is very weird you have to call or fill up a form to receive claims forms. I am yet to receive any forms .

I am very annoyed . If can't fulfil their promise they should refund me my money .

I will approach small claims court shortly against the company.

My claims # is reference number [redacted]Desired Settlement: Refund or send me check to cover my losses

Business

Response:

We have reviewed [redacted]’s complaint regarding his claim for damage to his luggage and his difficulties with receiving the requested claim form from our office. Accordingly, we are providing the following outline of the course of events in this matter.

Review: In June 2013 my travel companion required surgery which prevented her from attending trip. I filed a claim with Berkeley Insurance to receive refund for my companion's plane ticket. Received and email from Berkley Insurance dated July *, 2013 stating,

"Please note that we have completed our review of the Trip Cancellation claim for Eric Williams.

Within the next 2 business days a check in the amount of $246.70 will be mailed, along with any applicable explanation of payment, to the following address: [redacted]. Once you've had the opportunity to review the explanation of payment, we invite you contact our office with any questions you may have regarding your payment".

I contacted Berkeley on July **, 2013 @ 7 15am (CST) to ask about status. Agent stated, "check was sent out on July *, 2013". I asked to speak with a manager who was rude and unable to expedite the payment process. Manager stated, " If check does not arrive by July **, or July **, 2013 call back so that a stop payment could be issued on the check". This process would take an additional 3 weeks to process. As of today Thursday July **, 2013, I still have not received any correspondence from Berkley Insurance concerning my travel claim.Desired Settlement: I am requesting the Revdex.com to intervene to expedite my refund. In addition, please review Berkley Insurance's policy which refunds money to the person assigned to the plane ticket. I paid for my companion's plane ticket and therefore the refund should be refunded to me only. I offered to provide proof but Berkeley Insurance refused to hear me out.

I would like Berkeley to direct deposit my refund to my bank account and include additional funds of $150 for my inconvenience and a formal apology letter.

Business

Response:

We have reviewed [redacted]’ complaint regarding the non-receipt of the claim payment sent to him on July *, 2013. Such checks were sent to [redacted]’ attention at the address he provided with his claim documentation. We can not speak to any delay – or non-delivery – of the US Postal Service. However, upon receipt of the complaint we did immediately place voids on these checks so we could reissue them. Such payments have been reissued and we contacted [redacted] to apologize that our services did not meet his expectations.

Review: I purchased airline tickets for myself and my five children to Orlando, Florida, leaving August **,2015 and returning August August **, 2015. I paid extra money to purchase insurance, knowing with kids things are unpredictable. A few days after I paid for my tickets plus insurance and car rental I rental for a total of over 1800.00, I was informed by my son's school that they will be having an early start date this year, August **, 2015. This was an unexpected event for me and I sent AON a copy of my son's school calendar with its early start date confident that they would reimburse me for my trip, since it would be totally irresponsible for me to be vacationing in Orlando with my son and have him miss the first day of school.

I received a letter that they would not reimburse me.

My reservation number was [redacted], and my AON claim number is [redacted].

Thank you for helping me resolve this issue.Desired Settlement: To reimburse my money due to a trip cancellation out of my control.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] advised that after booking the trip, she found out that her child’s school year was starting on an earlier date than she expected and as such, she and her family would be unable to travel. Unfortunately, [redacted]’s reason for cancellation is not one covered under the plan. Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan. However, a conflict with a school schedule is not a specified reason in the plan. As such, we are unable to consider [redacted]’s request for reimbursement. Please note that the plan in its entirety is provided to the traveler prior to and concurrent with the purchase. Further, the traveler must initial their understanding and acceptance of such terms in order to complete the purchase. While we understand [redacted]’s disappointment in the outcome of her request for reimbursement, we hope this has provided further clarification of the claim determination and understanding that we must review each request in accordance with the terms and conditions of the plan purchased.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I bought the plan that knowing that unexpected events do happen. It is mentioned in the plan that coverage would be applicable in the event of a job loss, or other unexpected events etc. a typical school rescheduling would not cause me to cancel tickets, but, I think it's unheard of missing a first day of school for a child. That is equivalent to a job loss for a child. I was confident that I would be reimbursed and was surprised when I heard otherwise.Thank you,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On August [redacted] I purchased and air line ticket through price line with the travel protection from berkley insurance company and I purchased the travel protection plan. well I was unable to travel and cancelled my trip because of illness and sent in my the cancellation papers with my dr's information. I received a lett er from AON stating that I would not get a refund. The reasons they gave were all due to post travel cancellation. This is what it states in the notice that I have. Pre-Departure Trip Cancellation Benefits

The Insurer will reimburse you, up to the amount in the Schedule for the amount of prepaid, non-refundable, and unused Payments or Deposits that you paid for your Covered Trip. The letter they sent me gave reasons for post travel cancellations. Please help me.. I am out of the cost of my trip and travel insurance that they will not honorDesired Settlement: I would like to be reimbursed for the air line ticket and the cost of the insurance.

Business

Response:

We have reviewed [redacted]’s complaint and are responding accordingly. In her complaint, [redacted] disputes the denial of her claim, stating that she canceled her scheduled flight due to her own health related issues, claiming her denial was cited for post travel cancellation According to our files, [redacted] cancelled her trip some 2 weeks prior to the departure date. In order to qualify for reimbursement under the plan, the medical condition causing the cancellation must meet certain criteria. In particular, the illness necessitating cancellation must meet the following plan requirements: The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip. [redacted] purchased her airline ticket and protection plan on August **, 2014 for a trip on September **, 2014. Accordingly, in order to qualify for consideration, the condition would have had to commence after August **, 2014 and [redacted] would have had to have been examined and treated by her physician at the time of her cancellation on or about September **, 2014. However, based on the information received, [redacted] underwent no such examination or treatment at the time of her cancellation nor while she was covered under the plan. In addition, the illness [redacted] cites as necessitating her cancellation was one for which she had been treated, and in fact hospitalized for, as early as August *, 2014. As the information received confirms that [redacted]’s condition did not commence while her coverage was in effect, nor that she underwent any examination or received any treatment from any physician for this condition at the time of her cancellation, her reason for cancellation does not meet the plan requirements and we are unable to consider her request for reimbursement. We trust that we have responded to the issues raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.

Review: My Mom [redacted] and I bought this insurance plan to cover cruise cancellation and sickness, I ([redacted]) did not feel like to go after not feeling well and other personal reasons. My mom went, she talked to an agent and emailed the forms to AON stating the same reason on May [redacted], finally get US mail stating need physician's statement (we mentioned on the form, there is no doctor's visit, we are not claiming sick related refund at all).Desired Settlement: Get my refund in a timing matter.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. [redacted] submitted a claim form to our office advising of the cancellation his planned cruise due to a personal reason – noting that he did not feel well and needed rest. Though he provided no medical documentation regarding an illness and treatment for such illness, as he seemed to indicate that his reason for cancellation was medical, we sent a letter to [redacted] on May **, 2016 requesting he submit a completed Attending Physician Statement from his treating doctor as is required under the plan. [redacted] did not submit any further documentation prior to receipt of this complaint. We understand from the complaint that [redacted] states the reason for his cancellation is not medical in nature. Rather, he indicates his cancellation was due to “personal reasons”. The plan [redacted] purchased does contain coverage for a trip cancellation due to a number of both medical and non-medical reasons specified in the plan. However, a cancellation due to “personal reasons” is not among the specified reasons contained in the plan. As such, we are unable to consider his request for reimbursement and we are currently sending correspondence to [redacted] advising of the denial of his claim. Please note that though [redacted] is not eligible for a cash reimbursement, as he did purchase the plan, the cruise line will be providing [redacted] with a future cruise credit which he may use on a future trip. To learn of the terms of the credits, and make use of them, [redacted] is directed to contact the cruise line directly. We trust we have provided sufficient information regarding the claim submission and the current claim determination. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,