Berkely Group

Review: I paid for a cruise with [redacted] in the total amount of $13,588.96.

The trip was cancelled due to my URENTLY needed care and I filed for refund with Berkeley Claim Number #[redacted]

Less amount of non-refundable airfare and travel insurance the total owed me is:

$7,255.10Desired Settlement: Berkely & [redacted] honor their commitment

Review: On January [redacted], 2015 I placed a hotel reservation on [redacted] for [redacted] in [redacted], ** for January [redacted] (check-in) to January [redacted] (check-out). I had a job scheduled in [redacted], ** on the night of the [redacted] & a job scheduled in [redacted], ** early the next morning on the [redacted]. I live in [redacted], ** which is why I made the reservation, as it would have taken a lot of time & gas to drive to and from home and both jobs. The [redacted] job was cancelled by the scheduler, so I no longer needed the reservation. When I placed this reservation, I paid an extra $5 through [redacted] for what was stated as "Trip Protection" from Berkely Group, knowing that sometimes these on-site jobs often get cancelled last minute. I reviewed Berkely's policy on their requirements for a refund prior to placing the reservation, and one of the requirements was "a note from an employer" explaining why the reservation had to be cancelled. When I found out that the job was cancelled (which was on January [redacted]) I immediately contacted [redacted] & Berkely Group to explain the situation and file a claim to receive a refund for my reservation. I received a claim form from Berkely and contacted the scheduler for the [redacted], ** job to provide proof of the cancellation. I sent the claim in right away, along with the note from my employer. On February [redacted], 2015 I received a letter from [redacted]. (whom work under Berkely Group) informing me that my reason for cancellation was not covered under their protection plan, and therefore they could not send me a refund. I find that their service was highly misrepresented and they were not willing to reason with me when I rightfully tried to get my money back.Desired Settlement: I would like $62.08 back, as this was my total charge for the reservation, trip insurance, and tax

Business

Response:

We have reviewed [redacted]’s complaint regarding the denial of her claim for Trip Cancellation benefits and are responding accordingly. Please note that the plan [redacted] purchased provides reimbursement for cancellations due to certain specified reasons, both medical and non-medical. However, should an individual’s reason for cancellation not be amongst those specified in the plan, we would be unable to consider their request for reimbursement. [redacted] canceled her hotel booking when one of her one-day job assignments, which required her overnight stay for commuting purposes, was canceled, thus negating her need for the overnight stay. Therefore, she cancelled the booking and submitted a claim to our office for reimbursement of that hotel charge. [redacted] has submitted her claim to our office on the basis that the cancellation of one of her one-day job assignments constitutes a “termination of employment or lay-off”, under the plan. Please note that the plan [redacted] purchased does indeed afford an insured coverage for a cancellation due to the following:...e. your involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your control. You must have been continuously employed with the same employer for 3 years prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self-employed persons; However, please understand that [redacted]’s situation does not fall under this coverage. More particularly, the cancellation of one of [redacted]’s one-day assignments was neither a termination of employment nor a layoff. Rather, [redacted] is still employed with the same company, the company from whom she receives these one- or multi-day outside assignments. As such, the cancellation of [redacted]’s one-day assignment does not qualify her for coverage under the plan as a termination or layoff. Further, please note that, as the assignment in question was a short-term, temporary assignment, its cancellation would also not have qualified [redacted] for coverage as the coverage does not extend to temporary employment. As [redacted] notes in her complaint, she reviewed the plan prior to purchasing it. Please understand that the complete plan, including the coverage terms and conditions listed above, are provided to each prospective insured prior to their purchase of the plan. Further, in order to finalize the purchase of the plan, they must initial their agreement with such terms and conditions. Based on the above, we are unable to consider [redacted]’s cancelled one-day, temporary assignment as a covered reason for Trip Cancellation under the Plan and no reimbursement shall be forthcoming. We trust that we have responded to the items raised in [redacted]’s complaint and appreciate this opportunity to provide further clarification regarding the basis for 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I feel that the service provided by Berkely Group was highly misleading and the very few situations that the "insurance" covers should be included in an obvious disclaimer to the buyer when purchasing. I did not use my hotel stay and I spent extra money to make sure that it would be refundable in case that happened. I still feel that I was cheated out of my money and deserve a refund.Thank you

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

Sincerely,

Review: We booked a vacation with Carnival Cruise Line from October [redacted] 2013 to November *, 2013. We booked it including the insurance that we were told would be refunded to us in case of an emergency because as the Rep at Carnival said "things happen". Well we found out that a family member has [redacted] and is expecting to die anyday. Because of this we did not want to leave for the cruise because we wanted to stay close. The total cost of the trip was $1,115.00. The vacation protection was $95.00 each which was inculded in that total. Carnival refunded us $744.00 and we were told that the rest would come from the Berkely Claims Department to contact them. I called Berkely, filled out their form and emailed it back to Berkely. I called two weeks after that for the status and I was told that my claim was still being reviewed. Today I call and i'm being told by a very arrogant [redacted] named [redacted] (not sure if that was her name) that I need to have a phyican fill out a medical form. With everthing going on there is no way I have time to take a form for a vacation to have a doctor fill that out. I wasn't told that this was the precedure for a refund when I asked the rep if it would be difficult to get a refund if there were an emergency.. To me it defeats the purpose of the insurance. Claim # [redacted] Ref# [redacted]Desired Settlement: I would please like my refund back. I am under a lot of stress and i'm not asking for anything extra other than what is due to me.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] explains that she and her companion had to cancel their travel plans due to the medical condition of her traveling companion’s family member. [redacted] further advises that she will not submit verification of such medical condition as she feels it is too burdensome to submit such information.

Review: To: Revdex.com of [redacted] and [redacted]Dear Sir/Madam,I wish to inform your office the fraudulent insurance practice of Berkley Travel/Avon Affinity of two airline travel insurance I purchased in 2012 through on-line Expedia.I purchased a ticket (claim [redacted]) on 4-**-2013 from SFO to Houston (return leg of a trip to SFO 9-**-2013) to attend my sons wedding. I purchased another ticket on 5-*-2013 (claim [redacted]) from Orlando to Houston (return leg of a trip to Orlando 10-**-2013) to attend my nephews wedding. On both of these occasions, on account of my brother-in-laws [redacted], and the fact that both of my planned trips were arranged with activities with him and my sister, I purchased online travel protection insurance each instance with the above mentioned agency.My brother-in-law developed progression of his [redacted] (Physicians statement provided on the claims) and required chemo therapy and was unable to make both of those trips. I therefore had to made alternate travel plans for those 2 legs detailed.The Berkley Travel/Avon Affinity received all pertinent documentations for the said 2 claims. On 12-**-2013 I received deny letters of both of these claims with the justifications as follows: The covered reason for cancellation or interruption of your flight must first occur after your effective date of flight cancellation coverage. According to our records, your effective date is 4-**-2013. The second claim-deny letter similarly indicated the effective date is 5-**-2013).The reason of any travel protection is an unforeseen health problem, which cancer progression is certainly a valid claim. The company claims that this is not a valid reason is an internet/insurance fraud.I trust your office will properly investigate this internet/insurance fraud as it occurred in Texas.Sincerely,**Desired Settlement: Claim [redacted] $195.00Claim [redacted] $$240.80

Business

Response:

We have reviewed [redacted]’s complaint regarding his claim for Trip Interruption reimbursement on the two claims he had filed with our office. Please note that [redacted] altered his itinerary on the two trips in question due to the medical condition of his immediate family member. Unfortunately, for the information originally submitted it was not evident that the reason for cancellation was one that was covered under the plan. However, based on information [redacted] submitted to our office concurrent with this complaint, which included medical documentation regarding his brother-in-law’s medical condition and treatment, we were able to reverse our earlier determination.

Review: I purchased aon travel insurance for a recent trip to Disneyland. My kids got sick on the last day of our trip so we decided to drive home instead of fly. I requested reimbursement for the flight home due to medical reasons as per the insurance. [redacted] refuses to pay anything. They say that they would only pay if my children had seen a doctor. By the time we got home the doctor was closed and my kids were feeling better the next day so seeing our doctor wasn't necessary or reasonable.Desired Settlement: I am requesting a check for the amount of $940 dollars which was the cost of the four return flight tickets.

Business

Response:

We have reviewed [redacted]’s complaint and are responding accordingly. In his complaint, [redacted] disputes the denial of his and his family’s claim for Trip Interruption benefits. Please note that the plan [redacted] purchased does provide reimbursement for a cancellation or interruption due to a medical condition. However, 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 or interruption must meet the following plan requirements: 1) your arrival on your Covered Vacation is delayed; or 2) you are unable to continue on your Covered Vacation after you have departed on your Covered Vacation. For item 1) above, the Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) for item 2) above, commence while you are on your Covered Vacation and your coverage is in effect under the plan; and c) for both items 1) and 2) above, require the examination and treatment by a Physician at the time the Covered Vacation is interrupted or delayed; and d) in the written opinion of the treating Physician, be so disabling as to delay your arrival on your Covered Vacation or to prevent you from continuing your Covered Vacation. From the information provided, [redacted]’s two children became ill on the last day of their trip. Rather than taking their scheduled flight, [redacted] rented a car and drove his family home. He submitted a claim to our office requesting reimbursement of the unused portion of the family’s airfare. However, based on the information received, [redacted]’s children underwent no examination or treatment at the time of the interruption of their trip, as is required under the plan. As such, the family’s reason for interruption did not meet the plan requirements and we were unable to consider their request for reimbursement. Further, please note that, even if the [redacted] children had undergone an examination and received treatment at the time of the interruption of their scheduled travel plans, the plan does not provide reimbursement for unused airline tickets. Rather, the plan covers only additional transportation expenses incurred to return home or catch up to the original travel arrangements. Accordingly, we would have been unable to consider the [redacted]s’ request for reimbursement of their original, unused airline tickets on this basis as well. The most that could have been considered under this plan would have been the cost of the rental vehicle to return the family home. 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.

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:

[Your Answer Here]

I am deeply disturbed by the Berkely Group's response to my complaint, particularly over the fact that they would never have reimbursed the air travel regardless of how well we met their unreasonably strict and confusing criteria. This is also directly contrary to what a Berkely group employee [redacted] - reference number [redacted] and what a [redacted] employee told me whose name is [redacted] went as far as to offer me partial compensation over the phone for my tickets but encouraged me to submit a claim with Berkely group as he was confident that I would receive full compensation by Berkely. Furthermore no one said that my claim would not be considered if my children did not immediately receive medical attention. My children have special needs and they do not do well with unfamiliar doctors. I had every intention of bringing them in to our Pediatrcian but by the next day they were doing substantially better. If this travel insurance doesn't even cover the cost of a flight when you get sick what is the point of having it? Why would [redacted] and [redacted] both mislead me? Why did I even bother submitting a claim in the first place if no one was going to even consider it as Berkely group says. I was deceived by Berkely group and [redacted] and feel I am entitled to compensation. The plane tickets were about $1000 one way for four people for a very short flight. I am sure that these were full fair tickets or close to it and that any reputable airline would have offered some compensation if not a full refund. I am certain that either Berkely group or [redacted] received some refund for these canceled tickets which they have yet to reimburse me for. Berkely group is clearly utilizing deceptive business practices and misleading consumers. I haven't been able to find a single website online that gives Berkely group more than a few stars out ten. I was not the first to be unfairly treated by them and I'm sure I won't be the last. People need to know the truth about this company.

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

Sincerely,

Review: I need to cancel airline reservations due to the illness of a parent. I had purchased the cancellation insurance in case of this happening. So I am attempting to cancel the trip and obtain a refund. The information that Berkley Travel is asking for is unreasonable. They are asking very personal medical information as well as a release of medical records, which I find to be a violation of privacy. I purchased the insurance in case my parents conditioned worsened and it has. I simply want to be refunded/canceled. I began this process at least 8 weeks before the travel date.I want to know if there is anything you can do to help?Thank You,[redacted]Desired Settlement: Credit back to my credit card.

Business

Response:

We have reviewed [redacted]’ complaint and we are responding accordingly. In her complaint, [redacted] explains that she had to cancel her travel plans due to the medical condition of her parent. [redacted] further advises that she will not submit verification of such medical condition as she feels it is a violation of privacy to request such information.

Please understand that medical verification can be provided in the form of a completed Attending Physician Statement contained on the claim form, a letter from the treating physician or an admission or discharge summary confirming the dates of treatment. But as outlined in the plan, such verification is required in order to consider a claim based on a medical condition as the reason for cancellation.

Please note that the plan requirements in their entirety, including the requirement of medical verification of an illness and treatment, are all indicated in the plan which is provided to each potential plan participant prior to purchase, with the participant being required to initial their acceptance of such terms and conditions in order to complete the purchase. .

Once we receive such required verification, we will be happy to give [redacted]’ claim our immediate attention. However, until such time, we will be unable to finalize her claim.

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, [redacted] purchased the airline ticket to visit a friend (8/[redacted]8**) I am wanting to cancel/refund that ticket so that I will go to visit my ill parent. I do not have the right to request medical records of a third party (HIPPA law). I sent the form to my father's treating MD, which he signed indicating current treatment. Medical conditions and treatment are very private, and I don't think it is appropriate for this business to require the release of such sensitive information for me to get a refund and cancel the ticket, when. Especially when it is not my information to give.

I would like the Revdex.com to compel this business to refund my purchase price based on the information I have provided. If they have a contingency for every reason you may need to cancel and request a refund, then what is the point of the insurance. Is that not considered Fraud?

Thank You,

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

Sincerely,

Review: I purchased Berkley's insurance through Liberty Travel when I booked a Trafalgar Tour. I was advised by my travel agent that if I canceled for "any reason", I would receive a voucher for future travel and that if I canceled for a "medical reason", I would receive a full cash refund. I canceled for a medical reason, but Berkely denied my claim because I was not hospitalized. I feel I was misled and misinformed when sold this insurance. At no time was it expalined to me that I would need to be hospitalized in order to receive a refund. I was issued a partial refund from Trafalgar and expected the remainder from Berkley.Desired Settlement: Balance of refund not issued by Trafalgar.

Business

Response:

We have reviewed [redacted]’s complaint regarding her claim for Trip Cancellation reimbursement. Please note that the plan [redacted] purchased provides a cash reimbursement in the event of a cancelation due to specified medical and non-medical reasons. However, the plan does also contain specific exclusions to such cash reimbursement. The plan also offers a cancellation for any non-specified reason, which would afford the participant with a future travel certificate in the event of a cancellation due to a reason not specified under the plan.

In [redacted]’s case, she cancelled her travel plans due to a condition which is specifically excluded from coverage under the plan. As such, she was not eligible for a cash reimbursement. However, she was provided with the future travel certificate under the Any Reason Cancelation Waiver.

Based on the information received regarding [redacted]’s reason for cancellation, the claim was adjudicated appropriately and no cash reimbursement is due. However, we understand from [redacted]’s complaint that there was apparently some confusion regarding the information provided by [redacted]’s travel agent. As such, solely as a goodwill gesture, we have agreed to make an accommodation to [redacted] and provide the applicable cash reimbursement. As such payment is currently being provided under separate cover, the travel certificates previously issued to [redacted] will be revoked.

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.

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 (provided I receive a check in the amount of $1,597.25)and the matter has been resolved.

Thank you for your assistance in this matter.

Sincerely,

I purchased travel insurance on a flight booked through travelocity. I had to cancel the flight because I was required to be present in court to provide expert testimony. When I filed a claim for reimbursement, my request was denied. The insurance policy I purchased was a scam. The Berkley Group does not have any intention of refunding canceled or changed flights for any reason. As a result, I will never travel with travelocity or purchase any insurance with the Berkley Group's names attached. I am disgusted!

Review: This claim is against a company who already had managed to "collect" not less than 91 complaints, which in my view is conducting their operation with a fraudulent intent.

I have purchased from them travel insurance. I paid my fees. Unfortunately I have had some contents removed from my luggage while in transit. I have contacted them upon my return to the states. They have promised to send me form to fill, which they then delayed for over 2 weeks, then they have asked me to send in all the receipts for the items lost and a full claim form, which I did. 4 additional weeks later I have contacted them to find out why doe sit take so long to process a claim, their reply was that they "need" more information which will go our in a letter to me, which I have received a week later, and only AFTER I have a called in to inquire about the delay of their claim process. A week later I have received a letter which included UNREASOANBLE requests, which included me contacting some parties which were not a party to our contractual agreement in any way, shape or form, which was something out of my ability to do, not to mention that this "new requirement" were not even a part of their policy with me, not were advertised as a requirement on their offer invoice when I have purchased the ticket!

What this fraudulent entity (in my view) is doing is nothing but stalling and delaying their obligation the honor the contractual agreement we have hadDesired Settlement: I demand to be compensated for the full value of the loss I have sustained, per our agreement and according with the proof of value which was submitted to this company

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In his complaint, [redacted] advised that he noted several items missing from his luggage as well as another item damaged. [redacted] submitted a claim to our office seeking reimbursement of the cost of these items under the protection plan he purchased in conjunction with his airline ticket from [redacted]. In his complaint, [redacted] contends that additional requests for verification have been made of him, with no requirement being listed in the original claim form or the plan itself. Please note that both the plan description of coverage which was provided to [redacted] prior to and concurrent with his purchase, includes the requirement of verification of the loss from the appropriate party. Your duties in the Event of a Baggage/Personal Effects Loss:In case of loss, theft or damage to Baggage and Personal Effects, you should: 1) immediately report the situation incident to the hotel manager, tour guide or representative, transportation official, local police or other local authorities and obtain their written report of your loss;... Submit claim first to party responsible, as well as your regular property insurer. Forward copies of the outcome of your claim to [redacted] with the appropriate documentation, including copies of receipts for the lost, stolen, or damaged articles, if available. In addition, the claim form sent to [redacted] reiterates the request for written verification of the loss or damage from the airline as well as responses from the airline and his Home Owners or Rental coverage indicating the amount paid by each party for the loss. Finally, we again reiterated the request for this documentation in our letter of April **, 2015 upon [redacted]’s submission of his claim form to our office, on April **, 2015, without inclusion of such documentation. This information and documentation has not been submitted by [redacted] to date. Upon his submission of this documentation, we will be able to continue our review his claim. Upon receipt of this documentation we will give [redacted]’s claim our immediate attention. We trust we have responded to the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact us.

Consumer

Response:

Thank you for taking the time to return a reply to me. This reply is completely unacceptable, nor is it truthful.1) The on line advertisement to buy their service did not in any way include any on the information they have enclosed in their reply to you. It is a complete lie, which does not really surprises me as their entire conduct is highly questionable2) The statement which claims that a home owner insurance should be contacted is in fact discriminatory in nature, as it clearly suggests that anyone who buys a policy from them has to have a "home owners insurance"...Or own a home to begin with...really? very interesting. This may be a clear violation of a federal law, as I personally had never heard such a "rule"3) As for their statement that I "have to" contact the airline, I have submitted that I did contact the airline and they have not send me the required form to fill, although I have contacted them 3 times by phone. I can not force them to reply, I can only ask. Their lack of reply does not void my policy with this company, whom I have paid a fee to, for being protected.The fact I have had this insurance policy in place made feel that the insurance company job is to do just the, as I was under the impression that this what I was charged a fee for. This is the insurance company job, not mine, otherwise, what else have they done in the past 8 weeks since this claim was filed ( to include taking their time for almost 3 weeks to email a claim form to me...)???? This is their job. I am not employed by them. I have purchased their service and paid them a fee for it in order to be worry free ( per their advertised offer..) Should such misfortunate event was to take place...I think is should be clear by now to the Revdex.com that a company who has managed to "collect" so many complaints against them in the past 3 year alone, and I have no doubt that there are many more who have most likely gone unreported, that there is a bigger issue here. An issue which probably should be reported to the appropriate governing agencies who control such companies in order to protect future victims .Therefore, I regretfully and respectfully denying their inaccurate, misleading statements made in their reply to me via the Revdex.com. Thanks again,[redacted]

Review: ON 8/*/15 I COMPLETED AND FILED A AON CLAIM FORM FOR A TRAVEL INSURANCE PROTECTION PLAN ONLINE.WHICH I HAD PURCHASED THRU HOTWIRE AND TICKET#[redacted], AN GAVE THEM THE CONFIRMATION#[redacted],BOOKING#[redacted],THE FLIGHT#[redacted].CLAIM TYP WAS TRIP INTERRUPTION :I GAVE ANON THE REASON FOR MY CLAIM:THAT MY DAUGHTER TOOK SICK AND I CALLED DELTA AIR LINE TO BE PUT ON ANOTHER FLIGHT ON THAT SAMEDAYAND DELTA AIR STATED THAT THEY COULD NOT WITHOUT HOTWIRE APPROVAL FOR A LATER FLIGHT.I WAS ON THE PHONE WITH HOTWIRE FROM 6:30AM AND HOTWIRE REFUSE TO GIVE DELTA AIRE LINE THE APPROVAL TO GIVE ME A TICKET FOR A LATER FIGHT.AND I HAVEN'T RECEIVED AND RESULT YET .Desired Settlement: REFUND

Business

Response:

We have reviewed [redacted] complaint and we are responding accordingly. Please note that though [redacted] filed a claim with our office on or about August *, 2015, with a claim form sent to her for completion on August [redacted], we have not received back a completed claim form or any supporting documentation from [redacted] to date. Accordingly, we are only able to speak to the information contained in her complaint. It appears from her complaint that [redacted] had a need to change her original outbound flight on August [redacted] to a different flight later that day. However, it appears from her complaint that she had some issues with the airline and the booking agency regarding such change. We did reach out to Hotwire to determine if [redacted] had changed her airline ticket and we confirmed with them that [redacted] had in fact used her full outbound ticket on August [redacted], as well as using and/or exchanging her return ticket on August [redacted]. As [redacted] used the airline ticket in question, and as we have not received any other information from [redacted] to date, we are uncertain what it is she is seeking to claim under this insurance. If she did not in fact make use of her ticket, and this was due to a specified reason in the plan, she should feel free to submit her completed claim form and supporting documentation to us for review. However, until such time, we are unable to consider any type of reimbursement to [redacted] for any issues she may have encountered when requesting to change the time of her flight. We trust we have responded to the concerns raised in [redacted] complaint. 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 have determined that my complaint has NOT been resolved because:

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

Sincerely,

Review: In early February I purchased an airline ticket and was offered "travel insurance" (Berkley Travel) witch I paid for in case I needed to make changes. Unfortunately I did have a medical emergency and had to cancel my flight. I called (Berkley Travel) the insurance I had paid extra money for and I explain my situation and they say "no problem" please send a claim form in and we will take care of it. I went to my doctor, spent an extra $50 to get my claim filled out and sent it in only to find out that they denied my claim even though they claim to cover medical conditions. This company is a total scam and there is absolutely no reason to spend the extra money with them if they do not protect you at all. Now I am out over $500 because I trusted them. This is completely unacceptable!Desired Settlement: I would like to get a refund of my plane ticket as they said they would do.

Business

Response:

We are in receipt of [redacted]’s complaint regarding the denial of this claim. While the complaint seems to indicate that [redacted] was the traveler and needed to cancel her own plans due to her own medical emergency, please allow me to clarify that the airline ticket which was cancelled was purchased on behalf of [redacted]’s mother, [redacted]. Further, the claim submission received indicated that [redacted] cancelled her trip when she was unable to board the airplane due to a panic attack. Unfortunately, as the plan specifically excludes a cancellation as a result of a mental, nervous or psychological disorder, unless the individual is hospitalized for such condition, we were unable to consider [redacted]’ claim.

If [redacted] wishes to resubmit her mother’s claim on the basis of her own medical condition, we would be willing to consider same on the basis of a medical emergency of an immediate family member of the insured, [redacted]. Please note that any information [redacted] submits regarding her own medical emergency will be reviewed in accordance with the terms and conditions of the plan.

With regard to the contention [redacted] makes in her complaint about being told by our office that there would be “no problem” with her claim submission, we hereby refute such statement. Please note that when [redacted] originally contacted our office on February **, 2014 requesting to initiate a claim for her mother on the basis of her own personal issues, she was in fact advised that such personal issues were not ones specified in the plan as being covered reasons for cancellation. However, she was invited to initiate a claim and submit any documentation she had regarding such personal reasons. As such, [redacted] was in fact never told that her claim would be approved when initiating such claim.

As stated above, we remain willing and able to review and information [redacted] would like to submit regarding her own reason for the cancellation of her mother’s airline ticket. Until such time, though, we trust we have addressed the issues raised in [redacted]’s complaint and provided the necessary clarification of the claim at isuse. Should you have 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:

[Your Answer Here]

I am extremely upset and think this company is a total scam. When a person purchases "travel insurance" it is for the reasons to protect yourself and your money just in case a cancelation needs to happen. I travel often and have never ran into this problem before. There is absolutely no reason why an individual would purchase travel insurance if the company is going to make it impossible to get reimbursed . And have small print after small print on why they won't work with you. And this is exactly what Berkley is doing. I do NOT recommend this insurance to anyone out there traveling because again they are only here to take your money and protect you at all! They are very confused if they think that the claim was for me. I purchased the ticket for my mother and the person traveling has never changed.

Horrible, horrible experience!

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

Sincerely,

[redacted]

My Wife and I would like to thank the Berkley group; who , true to their promise, recognized our sad family loss, and re-funded the expenses to the limit of our plan. we always use travel insurance, and will continue to use the Berkley group.Thank you very much. yours [redacted].

Review: Upon purchasing insurance for a cruise, I was told to get insurance and if for any reason, I needed to cancel, I would not have a problem getting my refund. "I was told by the agent."When I submitted the claims through they were denied.Upon speaking with [redacted] and the cruise line [redacted] Cruise, I was never offered another date or a solution to resolve the issue on recouping my monies for the cruise.In addition, I did not have any problems with [redacted] Airlines, which was booked separate from [redacted].The insurance does not keep its promises on "REFUNDS"!Desired Settlement: A full refund or a full credit for a future. Cruise.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. [redacted] and her traveling companion had a scheduling conflict with the travel dates and therefore needed to cancel their planned trip. Unfortunately, [redacted] and her traveling companion’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 scheduling conflict is not one such specified reason. As such, we are unable to consider their request for reimbursement. Please note that the plan in its entirety is available on [redacted].com’s website for review at any time. Further, the confirmation provided to [redacted] and her traveling companion contains a link to the plan, including the specified reasons for cancellation as well as the contact information for our office for any questions regarding the plan. While we understand [redacted] and her traveling companion’s disappointment at the outcome of their 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:

According to the response, they did not explain the situation. The reason for cancellation had nothing to do with conflicting schedule, my companion is the clergy of a Church, the day before oie departure, he was notified of a death in his congregation, after the cancelation, neither company would allpw is to reschedule our trip. Within the time period of our trip, he had 12 deaths and he eulogized the funerals for his members on the congregation. What happens when other professions had to cancel at a moments notice i.e, doctors, lawyers, surgeons, judges etc. What rule would apply without penalty and reassurance they will be able to travelat a later date? Things happen and if the rule applies to certain people then others are discriminated and penalized; an injustice have been done. [redacted]

Business

Response:

We have reviewed [redacted]’s remarks to our response and we welcome this opportunity to further clarify our position. [redacted] advises in her remarks that we are confused with regard to the basis of her and her companion’s reason for cancellation, noting it was not a scheduling conflict but rather due to a death in his congregation and his need to attend to the congregation’s needs. Please note, when the claim was originally submitted, [redacted] indicated that he learned of the death of a congregant and, as his Associate Pastor, the only other one able to handle the situation in his absence, was unavailable, he felt the need to cancel the trip to attend to his congregants. If [redacted] felt our noting the situation as simply a scheduling conflict seemed too limiting, we apologize. However, please be assured that we are fully cognizant of the reason behind the decision to cancel the planned trip. Further, while we certainly can appreciate the decision [redacted] made, please understand that such reason for cancellation is not one covered under this plan. Please allow us to confirm to you that the specified reasons contained in the plan apply to any individual purchasing said plan. There is no variation in the terms of the plan based on the profession of the individual traveler. As [redacted] and [redacted] cancelled their travel plans so [redacted] could remain at home to attend to his congregation, and such reason is not one specified in the plan, we are unable to consider their request for a refund. We hope this shall provide additional clarification regarding the basis under which this claim was adjudicated. 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:

Complaint # [redacted] To Whom It May Concern, Closing out this complaint is not right. According to [redacted] from the insurance company, she mentioned, "the other pastor doing the funeral." According to the letter, in the letter, the associate minister was hospitalized during that time frame. [redacted] was the only one to eulogized the funeral. v/r [redacted]

Review: I purchased American Airline tickets through [redacted] for my mother to visit. In addition, to the tickets I also purchased travel insurance through Berkely Care to cover unforeseen circumstances. My mother arrived late for her flight. I called Berkely Care to file an insurance claim to change the flight, and they would not reimburse or change the flight since she was late, and it was not due to an automobile accident. People are late every day. It is a part of the human condition. When someone purchases travel insurance it is to protect against the human condition.Desired Settlement: My desired outcome is for Berkely Care to honor the theory behind travel insurance. If late arrival is not covered essentially they do not have to cover the majority of their claims.

Business

Response:

We have reviewed [redacted]’s complaint which he submitted on behalf of his mother, [redacted], and we are responding accordingly. In his complaint, [redacted] explains that his mother was late arriving to the airport for her outbound flight and missed her flight.

Please be advised that the plan purchased by the insured enumerates the specified reasons for a trip cancellation or interruption which would make one eligible for reimbursement under the plan’s terms and conditions. However, simply arriving late to the airport for one’s flight is not a reason contained in the plan. Based solely on the information contained in the complaint, the reason for [redacted]’ missed flight does not appear to be one included under the plan.

However, please note that this complaint was filed shortly after the claim was initiated with our office on July [redacted]. To date, we have not yet received a completed claim form from [redacted] and thus have not been afforded the opportunity to make a determination on her claim.

As no information has been submitted indicating the cause of the missed flight, we are happy to await submission of the completed claim form and any supporting documentation regarding the reason for the cancellation or interruption to allow us to make a claim determination. However, until such time, we will be unable to make a final determination on this claim and the claim will remain open and pending. Should [redacted] wish to submit her completed claim form and such supporting documentation regarding the basis for her missed flight, she should do so and we will give her claim our immediate attention.

Should you have any further questions in the interim, please feel free to contact our office.

Review: My companion and I booked a Princess Cruise for January 2015 (we have been on many) and we purchased the insurance through AON Affinity. My companion was in New Jersey for the holidays and was rushed to the hospital in the beginning of December. While in the hospital he was told that he had [redacted] and it spread throughout his body. He never left the hospital and he passed away on February **, 2015. I filled out the claim form (April 2015) to have my money returned and enclosed a death certificate and I just received a response (June **, 2015) stating that I had to have a physician fill out a form that it was not a pre-existing condition. I was also told by Princess Cruises that I would not be receiving money if they accepted my claim but I would be receiving a credit towards another cruise. I do not want a credit I want my money returned. Nowhere in the insurance papers did it state that you would receive a credit towards another cruise.Desired Settlement: $1,000.00 I would like the amount we paid for our cruise and aggravation.

Business

Response:

We have reviewed [redacted]’s complaint regarding her and her late companion, [redacted]’s, claim for Trip Cancelation reimbursement. Based on the information received, [redacted] and [redacted] cancelled their scheduled cruise due to [redacted]’s illness. However, no verification of such illness has been provided to our office to date. Rather, [redacted] did submit a copy of [redacted]’s death certificate, confirming his death on February **, 2015. While we do wish to express our sincere condolences to [redacted] for her loss, please allow us this opportunity to explain why additional information was required. The plan purchased provides for reimbursement in the event of a cancellation due to both specified medical and non-medical reasons. In order to qualify for reimbursement under the plan, verification of diagnosis and treatment by a physician at the time of the cancellation of the travel plans is required. Regrettably, the documentation submitted by [redacted] did not confirm such diagnosis and treatment at the time of the couple’s cancellation, namely on or about January **, 2015. For this reason, we requested that [redacted] provide such verification and submit same to our office for review. While the information provided to date does not confirm [redacted]’s illness at the time of the cancellation, we have agreed to make a consideration and provide payment based on the information contained on the death certificate. Accordingly, payment in the amount of $249.00 per person is being sent to [redacted]’s attention for both herself and [redacted]’s estate. Please understand that this reimbursement is being made solely as a goodwill gesture and does not impinge upon any of the plan’s terms and conditions under which this claim is considered. We trust that we have adequately responded to the concerns raised 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have made several attempts to get 189.00 refunded to me. I have been dealing with this for months. I am enclosing an email that I sent back in April . The email states: To whom this may concern:

My name is [redacted] and my husband name is [redacted]. I am writing in regards of my travel protection through Carnival Cruise lines. I had a conversation with your company a few weeks back about the refund of my travel protection. I was informed I needed to get something from Carnival showing I canceled my booking. After several attempts with Carnival customer service I was informed they do not send confirmation of canceling and was told to contact your company with my booking. Here's the situation I booked a cruise in December only paying the deposit and the travel protection. In January when I found my December **, 2015 sail date was not going to work for us. I went to cancel my cruise online at this time I clicked on the button to show me how much I would lose if I cancelled my cruise it showed 99.95, which was my deposit. It never said I would the money I paid for travel protection nor did it inform me to remove the travel protection prior to canceling. I was understanding that I was only going to lose the deposit and the difference would be refunded back to my card like with any other business would. I waited a couple of weeks to see if the money was refunded to my card. To my surprise it was not. I am requesting that you refund my money of 190.00.

My booking #[redacted] with a sailing date of December **, 2015, ships name the Glory out of Miami Fl. If you have any questions feel free to email me at the email sent from or contact me at ###-###-#### or by mail [redacted]. Thank you for time in this matter.

Sincerely,

This is the first of several emails. I have been given the run around by this company. Finally after several emails and phone calls. I get a letter from them saying I was out of the 10 day period. The problem is I never activated the protection. I called Carnival today where he explained the [redacted] would have to be the one to refund it the money. If I would have called Carnival prior to canceling they could remove it. When I talked to [redacted] ( [redacted]) she stated the travel protection was to guarantee my fare price. Which in fact it is not. It is travel protection. Key word travel protection which I had not traveled yet. I could remove this protection up till the day I paid the cruise in full.Desired Settlement: I want my 180.00 dollars refunded to me.

Business

Response:

We have reviewed [redacted]’s complaint regarding her request for a refund of the protection plan fees she paid on January **, 2015 in conjunction with her Carnival Cruise booking for December 2015. As was explained to [redacted] in our correspondence to her of May *, 2015, the Vacation Protection Plan which she purchased in conjunction with her cruise booking is designed to cover any penalties assessed on the cancellation of such booking, subject to the plan’s terms and conditions. Further, please note that this plan does contain a 10-day free look period, enabling one to request a refund of the plan fees within 10 days of its purchase. However, as was also explained to [redacted] in our May *, 2015 correspondence, as her request for such refund was sent to our office on April **, 2015, it was well outside of this 10-day period, and we were unable to consider such request. While we are comfortable with our determination on [redacted]’s request, we have, solely as a business consideration in this particular instance, agreed to make an exception and authorize the requested refund of the plan fees. Please understand that though not eligible for such refund, it is being provided solely as a courtesy and does not impinge on the original response to such request. Such refund will be forthcoming to [redacted] from the cruise line in the same manner in which payment was received. We trust this shall conclude 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. I only have one issue it states that will send my money back to Carnival I asked for it be refunded to my credit card. I am afraid of it is refunded to Carnival cruise lines I will have to go through even more time to get my money back. So if they could just send me a check directly to [redacted]. This would resolve the issue directly with out getting anyone else involved. Thank you for your time in this matter.

Sincerely,

Review: I bought an airline ticket from [redacted] and bought insurance for about $17.00 from Aon Affinity so if I had to cancel my flight that I could get my money back. I unfortunately had to cancel do to personal reasons, nor should it matter what the reason is. I called and they said I lose my money because I do not fit into the category to get my money back which I did not know there was one. I would have to die, get into a massive car wreck on the way to the airport or have jury duty. I luckily do not fall into these categories so I lose my money they said. It is morally wrong and indecent to run a business like this. There is no reason for this insurance company to exist because obviously if someone dies or gets into a wreck on the way to the airport they will not make the flight and if they die they won't need their money back. I am furious and want my refund and want you to know what kind of scam they are running. It isn't insurance it is FRAUD.Desired Settlement: I would like to get my $220 dollars back for the flight and insurance that I paid for. I am not asking for anything additional. I just want to be treated with respect and get what I deserve.

Business

Response:

We have reviewed [redacted]s complaint and we are responding accordingly. Please note that, though [redacted] did contact our office regarding his need to cancel his scheduled flight for personal reasons, when advised that there were specified reasons for cancellation under the plan that made one eligible for reimbursement, [redacted] refused to provide more information and chose not to initiate the claim. Please understand that the full terms and conditions of the plan are provided to each prospective participant prior to their purchase and they must confirm their acceptance of such terms in order to finalize that purchase. In order for us to determine if an individual’s reason for cancellation falls within the plan’s guidelines, a claim must be initiated and sufficient documentation regarding the reason for cancelation must be submitted. Please note that [redacted] is welcome to initiate a claim with our office and we would be happy to review any documentation he submits regarding his reason for cancellation. However, with no claim having been initiated, and with no opportunity to determine whether [redacted]s reason for cancelation falls within the plan’s terms and conditions, we are unable to consider his request for reimbursement. Should [redacted] wish to initiate a claim with us he can certainly do so at our toll free number, ###-###-#### and submit the necessary documentation to allow us to review his claim under the terms of the plan.

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 purchased a trip through Priceline and opted for the Travel Insurance through the Berkely Group. I needed to cancel my trip due to medical purposes. I began having symptoms of a pre-existing condition and traveling would be too painful. I filled a prescription for the medication necessary through Walgreens and began taking it on July *, 2013, the date prior to my departure. I immediately contacted Berkely to submit my claim for a refund. I was told proof of prescription wasn't enough and that I needed to get a note from my doctor for this condition. I did so and paid a $25 copay to comply. I submitted this letter to Berkely. Then they responded that since my doctor's note was dated July **, they would not be willing to refund my money. 4 different times I called and was passed from one person to another. During the first 3 phone calls (each of which took in excess of 60 minutes), I was told that I would have a refund check issued to me. I never received a check. During my 2nd call, I was told Berkely needed additional proof of this pre-existing condition, so I was instructed to go back to my doctor and obtain a note stating that he had several refills for my prescription at Walgreens. I submitted this note to Berkely in December of 2013. Again, I never received a check nor any type of communication. So today I called again. I waited 25 minutes and left a message for someone to call me back. [redacted] was the one who called me back. He was extremely rude and told me that nobody ever said a check would be issued and that I failed to comply to their guidelines.Desired Settlement: I would like to have the trip costs refunded in full, as I have complied with all of The Berkely Group's requests and submissions of proof. The trip total was $448.60 plus 2 doctor visits with $25 each copay totaling $498.60 in all.

I would like to have [redacted] spoken to about his behavior on the phone and to please provide more polite customer service in the future. It was difficult enough talking to strangers about having an outbreak, let alone having to repeat in over and over only to have my last representative tell me I was lying.

Business

Response:

We have reviewed [redacted]’s complaint regarding her claim for Trip Cancellation reimbursement. Please note that [redacted] cancelled her trip due to her own medical condition. The plan [redacted] purchased provides reimbursement for a cancellation due to specified reasons, both medical and non-medical. In order to qualify for coverage for a cancellation due to a sickness, the plan requires that the condition commence during the participant’s term of coverage and that the participant undergoes examination and treatment at the time of cancelation. Unfortunately, the information received from [redacted] and her physician confirmed that [redacted] underwent no examination at the time of her cancellation. As she did not meet the plan requirements, we were compelled to decline her request for reimbursement.

Upon receipt of the complaint we again reviewed [redacted]’s claim. In discussions with our office, she advised that at the time of cancellation, and the reoccurrence of her condition, she had simply filled a prescription which she had already had on file with the pharmacy, in the event such a reoccurrence occurred. We did advise at that time that she could submit a copy of this receipt and we would re-review her claim. To date, no such receipt has been submitted.

While filling a prescription does not fulfill the plan requirements for an examination at the time of cancellation, we have agreed to accept such, together with affirmation of the date of such reoccurrence of her condition from her physician, and have made a business consideration to honor the claim. Accordingly, we are currently forwarding payment to [redacted], in the amount of $424.60, the cost of her cancelled airline ticket. We have also reviewed [redacted]’s comments regarding her experience with our office and thank her for her feedback.

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.

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 the air ticket through travelocity with itinerary number ([redacted]) and it was displaying on travelocity to buy the full protection plan ( 22$; From Aon affinity company ) to cover the cost of sir ticket in case of cancellation. I had sore throat and I was unable to travel internationally from Chicago to Toronto , as its not good to travel in this situation on board.I called the insurance company that my air ticket cost should be refunded as my trip was cancelled due to the illness.They are refusing and saying we don't pay the charges until person is chronically ill/ hospitalized or get injured. It is wrong as when they sale policy they mention on travelocity website that your trip is fully covered and don't mention it covers under only these conditions, nor their policy was full displayed. I am requesting that my since I bought this policy , airticket cost should be paid under my protection plan purchaseDesired Settlement: Pay my air ticket cost that cost 241.56$

Business

Response:

We have reviewed [redacted] complaint and we are responding accordingly. Please note that we show no record of a call from [redacted] to our office to initiate a claim. However, we were able to confirm with Travelocity that [redacted] contacted them on or about September **, 2015 and advised he needed to cancel his scheduled flight due to a “change of plans”. In his complaint, [redacted] indicates that he was unable to travel due to a medical reason. The plan [redacted] purchased does contain specified reasons for cancellation under the plan that would make one eligible for reimbursement. A claim for a cancellation due to a medical reason would require a submission of verification of the medical condition and the treatment received for such condition at the time of the cancellation of the trip. However, until a claim is initiated and the applicable supporting documentation regarding the reason for cancellation is submitted, we are unable to comment further on the eligibility of coverage. Please understand that the full terms and conditions of the plan are provided to each prospective participant prior to their purchase and they must confirm their acceptance of such terms in order to finalize that purchase. In order for us to determine if an individual’s reason for cancellation falls within the plan’s guidelines, a claim must be initiated and sufficient documentation regarding the reason for cancelation must be submitted. Please note that [redacted] is welcome to initiate a claim with our office and we would be happy to review any documentation he submits regarding his reason for cancellation. However, with no claim having been initiated, and with no opportunity to determine whether [redacted] reason for cancelation falls within the plan’s terms and conditions, we are unable to consider his request for reimbursement. Should [redacted] wish to initiate a claim with us he can certainly do so at our toll free number, ###-###-#### and submit the necessary documentation to allow us to review his claim under the terms of the plan.

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 contacted on phone to the insurance company persons, and they said until you get hospitalized or have like that debilitating disease that can prevent you from travelling that need Dr visit, claim can be initiated. Though there were not such words (" get hospitalized or have like that debilitating disease that can prevent you from travelling that need dr visit") displayed when I bought this insurance coverage on travelocity side.The word used in response" Change of Plans" are the words used by the responders to protect themselves inspite providing the resolution they are trying to makeup things.The responder is not fulfilling the services they displayed. I suggest that these things should be clearly displayed with the insurance purchase that it will need DR APPROVAL so it s clear for people who want to buy insurance. Based on lacking the service provided, and hidden plans,I am requesting the reimbursement of the charges. Thanks

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

Sincerely,

Review: On June **, 2015, I purchased a flight to Athens as a surprise birthday gift for my friend through [redacted]. I paid an additional $34 for travel insurance through Aon, which supposedly covers "Pre-Departure Trip Cancellation

The Insurer will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip, due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) on or before the Scheduled Travel Date of your Covered Trip. 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."

My friend's aunt died in Albania, so he returned to his hometown. Since I knew he would not be able to come on the trip, I contacted Aon immediately to inform them and filed a claim on July **. I had called their office, but the representative I spoke to said I must submit a claim online and said that I would hear back shortly. I resubmitted my claim on August **, because I had yet to hear from the company. On August **, I received an email from the company stating that my form was incomplete. The person I spoke to over the phone had said that a death certificate would not be necessary given the situation (the death occurred in Albania). However, although I explained that in the prior two claims they failed to acknowledge it in the response asking for new information. I responded again on August **, but I have yet to receive any response in over a month.

I am from Harvard, Massachusetts, but I am living in Amman, Jordan until the end of December. I have repeatedly tried calling the company from here, even though I am charged obscene international fees. However, I am placed on hold for longer than I can afford or disconnected outright.Desired Settlement: I would like the $340 refund that I was guaranteed by the company when I purchased the ticket.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. [redacted] purchased an airline ticket and the travel protection for a friend as a surprise gift. However, prior to the travel dates, [redacted] reported that her friend’s aunt passed away in Albania, and he traveled there to be with his family. As a result, the friend, [redacted], would not be able to make use of the purchased airline ticket and [redacted] initiated a claim for cancellation. In her initial submission, [redacted] submitted simply a copy of the airline ticket invoice and requested the refund. We sent correspondence to [redacted] advising that in order to further review the claim we would need a completed claim form as well as verification of the death of the insured’s aunt. [redacted] replied to this request by advising that as she was not a family member of the decedent, and was in a different country, she would not be able to obtain a death certificate. It was reiterated to [redacted] at that time that verification of the death was needed in order for us to further review the claim. Upon receipt of this complaint, we did reach out to [redacted] and again advised what additional information would be needed to further review this claim. However, we advised that, as a courtesy, we would make a one-time exception and would approve the claim without this required verification. However, upon confirming to [redacted] that the payment must be provided to the named insured under the plan, [redacted] requested that the payment be provided to her directly as [redacted] was not aware of the gift she had intended to provide and she was not going to be seeing him for some time as they were presently residing in different countries. We forwarded to [redacted] a Hold Harmless Agreement, for her signature, which will allow us to issue the payment to [redacted] directly. This again is being done solely as an accommodation and is not the normal course of adjudication. We have received back the signed agreement and are currently issuing the payment to [redacted]. We trust this information has responded to the concerns raised in the complaint. Should you have any additional questions, please feel free to contact our office.