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Reviews Berkely Group

Berkely Group Reviews (251)

Review: My wife and me planned to travel to England and Ireland starting on May [redacted] 2015.

We purchased the airline tickets trough the [redacted] website (Itinerary #[redacted]). During the booking process we got to the webpage where we were asked if we would like to purchase travel insurance. We decided that it would be a good idea and included the insurance (Policy Number [redacted]). The name of insurance is “Travel Protection – Total Protection Plan”. Because this name includes words “travel protection” and “total protection” we were fully under impression that all our travel expenses are covered.

Just before our departure my wife’s father was admitted to a hospital with high fever and bleeding from his stomach, so we had to cancel our trip.

When we filed the claim with the insurance company we were unpleasantly surprised that we will get refund only for the airplane tickets.

On 06/**/2015 I called to the insurance company and talked to the representative [redacted]. After I explained my concerns she told me that the refund is issued only for purchase from the [redacted]. I tried to explain that the name of the insurance policy “Travel Protection – Total Protection Plan” is misleading and it does not actually provide neither “travel protection” nor “total protection”, but rather just the flight protection. But all my explanations were dismissed.

As a result we received the refund only for the airline tickets ($2687.20) and lost the other travel expenses that we booked in advance. We lost $342.00 and another $39.98 for Rail Europe tickets, and $75.95 for Ryan Air tickets, that makes it total loss $457.93.

I believe that it is unfair business practice to give the product a deceptive name with the goal to misleadingly lure more customers. To be fair with customers this insurance product should be named something like “[redacted] protection – Flight Protection Plan”. If we would see such a fair name we would not purchase this travel insurance.

In order not to full the future customers I would recommend that the insurance company should change the name of this insurance product.

Also, I am asking the insurance company for the refund of $457.93, which I believe that we are entitled to, because we were mislead by the deceptive name of the insurance product.

SincerelyDesired Settlement: Refund of $457.93

Business

Response:

We have reviewed [redacted]’s complaint regarding his dissatisfaction with the claim payment he and his wife received from our office. In his complaint, [redacted] is requesting additional reimbursement for the cost of the other travel arrangements they had booked separately from their insured [redacted] booking. Please note that the Plan purchased provides reimbursement only of items booked through [redacted] and for which insurance coverage has been purchased. More particularly, the [redacted] Flight Total Protection Plan (“Plan”) [redacted] and his wife purchased provides a Trip Cancellation benefit which provides the following: Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by [redacted], Inc., 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) before departure on your Covered Trip. The [redacted] booked international airline tickets through [redacted] for roundtrip flights from Philadelphia to the United Kingdom, at the cost of $1,343.60 per person, or $2,687.20. As such, when they submitted their claim to our office, we provided payment to the [redacted] in the amount of $2,687.20 total. Though the [redacted] did make additional travel arrangements, independent of the ones made through [redacted], such independent travel arrangements are not covered expenses under the Plan they purchased. As indicated above, the Plan provides reimbursement of any non-refundable cancellation charges imposed by [redacted], Inc. Any cancellation charges imposed by any other travel supplier, independent of those imposed by [redacted], are not covered under this Plan. Please note that the Plan in its entirety, including the benefit afforded under the Plan for a Trip Cancellation, was provided to the [redacted] prior to and concurrent with their purchase. Coverage for any independent travel arrangements would necessitate the purchase of such coverage separate and apart from the plan purchased to cover the [redacted] booking. While we understand that the [redacted] may not have received reimbursement for all travel components they purchased, they did receive the appropriate reimbursement under the coverage they purchased in conjunction with their [redacted] booking and no additional reimbursement is due. We trust that we have sufficiently responded to the concerns contained in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.

Review: I booked a cruise on Carnival ([redacted]) on 10/**/14. They gladly took my deposit of $540 and talked me into buying "their" insurance - which is Berkely Care. These two companies are in cahoots together to screw customer's out of money. Carnival says to buy their insurance so if you cancel you can get your money back. Berkely doesn't do a damn thing except give you the run around. I cancelled my cruise two weeks after booking it and cannot get ANY money back. Really? That is ridiculous. People change their minds and things come up - that why insurance is bought!! Both companies are fraudulent.Desired Settlement: I can understand that "insurance" might have a penalty of $100 - which is fine. But honestly, I feel for the hassle and the deceipt, I should be given my full deposit of $540 back.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] advised that after booking the trip, she and her traveling companion found out they would be incurring substantial veterinary bills and felt they could no longer proceed with their vacation plans. 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, unexpected financial concerns is not one such specified reason. As such, we are unable to consider their request for reimbursement. While we certainly understand [redacted] and her traveling companion’s decision to cancel their plans, as well as their disappointment at the outcome of their request for reimbursement, we must consider each claim under the terms and conditions of the plan purchased. We hope this has provided further understanding of the determination made on [redacted]’s claim. Should you have any additional questions, please feel free to contact our office.

Review: I purchased travel insurance through Travelocity for a flight costing approximately $1,200.00. My wife was unable to fly due to being nauseas and vomiting. She was also pregnant. We went to her physician and she documented that my wife was unable to fly due to [redacted]. The claim was denied by Berkely Claims Department since she was not hospitalized. according to the claims department for pregnancies a claim will not be approved unless hospitalized. I was informed that an individual that has the flu and does not fly, but has a doctor's note would be approved. The claims department informed me that this was in the fine print. I feel that due to the fact that I paid for the insurance and I filled out the paperwork and also obtained the necessary paperwork from my physician that the claim should be approved. I felt as if the claims department was trying to find anyway they could to deny the claim and not have to pay the refund despite paying for the insurance. My wife had a legitimate reason for not flying, but the claims department would not consider it.Desired Settlement: The desired outcome would be approval of insurance claim for refund of flight.

Business

Response:

We are in receipt of [redacted]’s complaint regarding the denial of his wife’s claim. While we understand [redacted] and [redacted]’s position regarding the cancellation, please understand that the plan specifically excludes from eligibility a cancellation refund as a result of a normal pregnancy unless the individual was hospitalized. From the information provided by [redacted]’s physician, he was monitoring her for a normal pregnancy. The ICD code indicated by the doctor, V22.0 is Supervision of a normal first pregnancy. As such, with no indication of a hospitalization, such reason for cancellation would be excluded from coverage.

While we understand that [redacted] was experiencing nausea and vomiting, this is of course the typical course in a normal pregnancy, there was no indication of any complications in the documentation received. As such, [redacted]’s reason for cancellation is one specifically excluded under this plan.

Please note that the plan in its entirety is made available to the purchaser during the booking process and the purchaser must initial their acceptance of the plan’s terms and conditions in order to complete the purchase. As such, the information regarding this specific exclusion was provided at the time of [redacted]’s purchase of the plan.

Though we understand the [redacted]s’ disappointment in the denial of the request for reimbursement, we must adhere to the terms and conditions of the plan purchased. As such, we must uphold our denial of [redacted]’s claim and no payment shall be forthcoming. Should the [redacted]s have any information they feel may have a bearing on this claim, they should feel free to submit same to us for review.

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

Review: Plane tickets and hotel stay were purchased via [redacted] for a trip scheduled for 2/**/15 (Flights/hotel fees = $419.72 + taxes/fees = $66.60; Refund total = $486.32). A protection plan was also purchased to provide a refund in the event of unexpected cancellation. The flight was cancelled by United Airlines on 2/**/15 at 6:30 am due to inclimate weather. Due to the protection plan, I sought a refund from [redacted] which referred me to [redacted] insurance company. I received a letter on 6/*/15 from [redacted] stating I would not receive a refund even though I purchased a protection plan.Desired Settlement: By purchasing the protection plan, and due to the fact that the trip cancellation was not my doing but due to airline cancellation, I should receive a refund for the plane tickets and hotel fees.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. [redacted] had filed a claim with our office for Trip Cancellation benefits due to the cancellation of his outbound flight and the determination made on his request for reimbursement.Regrettably, [redacted]’s reason for trip cancellation was 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 cancellation due to a weather related flight change or cancellation is not one such specified reason. As such, we were unable to consider his request for reimbursement. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided to [redacted] contained 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]’s disappointment at the outcome of his 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. 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.

Thank you,

Review: I purchased Car Insurance through [redacted] with Berkely Group / Aon Affinity to cover expense due to any damage to a rental vehicle in Italy. After providing all appropriate paper work and documentation I received partial payment for the damage with a note in the letter stating they don't cover VAT (tax) charges. Nowhere it the "fine print" of the coverage does it state that tax is not covered. I have contacted the company twice regarding this issue and get the response that they don't know why. I should be compensated in the amount of $1462.99 minus the $250 deductible but only received a check for $1031.49.Desired Settlement: Repayment of the full amount of the damage, $1462.99 (minus deductable) charged me by the rental company.

Business

Response:

We have reviewed [redacted]’s complaint regarding the outstanding VAT tax payment associated with his collision damage claim. Though not initially included in the payment provided, the VAT being requested is indeed listed on the bill received and was for the taxes associated with the actual repair work done on the automobile. As such, this tax is reimbursable and the additional payment in the amount of $181.50 was sent to [redacted] on July **, 2014.

As [redacted] has now been provided with the balance of his covered expense benefit we are closing this matter. We apologize for any inconvenience to [redacted] while awaiting receipt of the balance of his payment. We trust that we have sufficiently responded to the concerns contained 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. I do wish to add that it was a major inconvenience and a waste of over 3 hours of my time between emails and phone calls I had to make and finally submitting with the Revdex.com just to get the due amount owed to me from this company.

Sincerely,

Review: I am reporting a bad business practice by an airline insurance co. I purchased a ticket for American airlines flight #[redacted]or flight date Oct ** 2015. I was told if I purchase insurance if I am ill I would be reimbursed for cost of ticket.

the date of my flight I became ill and reported to the airline and was not able to take flight. I recovered quickly and went back to airline and caught another flight. I called the ins co while on vacation and was told they would send me a claim form. 2 weeks went by and I did not receive claim form so I called t hem back and still did not receive claim form after a few days. so I called t hem a 3rd time and asked for a Mgr and finally they sent me a claim form dated Nov *. (see attached email)It was only then I was told I needed to see a licensed physician to sign the claim form that I had been seen and that I was sick, and that I would agree to release all my medical records to them so they can determine if I am elidgable for a refund. by this time it is already 3 weeks after my flight.

I did go to a doctor but he refused to sign the form stating he was not there. so now I spent another $100 to see a doctor trying to comply with their requirements to get my refund.

This is obviously a scam by the ins co. to receive premiums but not to pay out claims as they don't tell you you must see a doctor if you're sick and can't make your flight. then dragging their feet getting the claim form out to me taking 2 weeks to send it out.

I am asking for the refund of $248 plus the $100 I had to pay Doctor to try to comply with their requirements of the claim form of which the Doctor refused to sign.Desired Settlement: I am asking for the refund of $248 plus the $100 I had to pay Doctor to try to comply with their requirements of the claim form of which the Doctor refused to sign.

Business

Response:

We have reviewed [redacted]’s complaint and are responding accordingly. Please note that [redacted] states he canceled his scheduled flight due to his 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] contacted our office on October **, 2015, to advise that he was unable to take his scheduled flight on October **, 2015, due to his own medical condition and he wished to initiate a claim for the losses associated with the cancelation or change of this ticket. Contrary to [redacted]’s assertion that he was not advised at the time he initiated his claim that he would need to provide verification of the examination and treatment he received at the time of his cancellation, in fact this information was relayed to [redacted] during said conversation. More particularly, a review of this conversation confirmed that our representative advised [redacted] that the claim form contained a section that would need to be completed by his treating physician. [redacted] expressed his displeasure at this requirement as he advised it would cost him $100 to have his doctor complete the claim form. Our representative relayed her understanding of his concerns but reiterated that this was a plan requirement. Further, please note that the plan requirements, including the requirement of an examination and treatment at the time of a trip cancellation, are noted in the plan’s description of coverage. This description of coverage was provided to [redacted] prior to his purchase of the plan, with a link to an additional copy provided on the confirmation of his purchase. As such, [redacted] had ample notice of the plan requirements regarding a Trip Cancellation claim for a medical illness. With respect to [redacted]’s assertion that he was not sent a claim form for a number of weeks after initiating his claim, please note that a claim form was sent to [redacted] via email, at [redacted], concurrent with the claim initiation, at 5:17pm on October **, 2015. [redacted] then contacted our office again on November *, 2015 regarding receipt of the claim form and a second copy of the claim form was emailed to the same address at 12:07pm on November *, 2015. Within minutes of the sending of this second claim form, [redacted] again called our office and he again requested the claim form be emailed. A third copy of the claim form was then emailed to [redacted] at the same address at 3:19pm that same afternoon. Accordingly, every effort was made to provide [redacted] with a claim form for his completion. Though [redacted] has not yet submitted a completed claim form, based on the information he included in his complaint, he affirmed that he in fact did not see a physician at the time of his cancellation. As [redacted] does not meet the plan requirements indicated above, we are unable to consider his request for reimbursement and must decline coverage at this time and will notify him of this decision under separate cover. While we certainly understand [redacted]’s disappointment in the claims process, please understand that we must consider each claim under the terms and conditions of the Plan purchased. 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:

first the ins co did in fact not send me a claim form the first 2 times I asked, thereBy lessening their requirements to have to pay a claim. I had to call 3 times to get the form. (why would I keep calling back if I had the claim form) which by the way is another obvious deterent to the claimant to not file a claim. WHY ISNT THE CLAIM FORM ON THE WEBSITE FOR EVERYONE TO SEE YOUR MISLEADING ADVERTISING..? by being required to go see a doctor is obviously a deterrent for anyone to not file a claim, which is after all obviously the desire of the ins co to not pay any claims whichincreases their profits, so obviously a rip off. why should I have to go see a doctor and pay $100 for a 250 claim and waste my time and money. It's not reasonable for a person to go to a doctor every time they feel naseaus or sick to their stomach. what about the rights of us who do not believe in this pathetic alopathic medical system and do no go to doctors. It's obvious by my not taking the flight I was ill, or else why wouldnt a person take the flight. this is just another immoral and shady insurance company ripping off the public by underhanded and misleading advertising to sell their Policies to uninformed buyers as they makeit very difficult if not impossible to find the tiny small print requirements of going to a doctor. so my plan from here is to file a complaint with the state of ohio attorney generals offc and state insurance board. and to post all over social media what a rip off this ins co is andput on al the websites such as rip off report....[redacted] etc... this ins co just makes up rules to their advantage to make it impossible for people to file a claim. I will also consider suing them in small claims court at this time.

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

Sincerely,

Review: I purchased trip protection insurance through AON Infinity for a trip to Quebec on 10/**/15 - 11/*/15. However, severe flooding in SC caused me to miss work for a week and the roads and bridges in my neighborhood and either been closed or collapsed. Due to my missed time at work and lack of payment during that time I was not able to go on my trip. The disastrous flooding has made national news and we even have FEMA here to help out. Now, when I need a refund because I was not able to go on my trip, I get told that my claim was denied because I didn't lose my job and my home (thankfully) wasn't destroyed. This is quite unacceptable and I would like my money back. There is no need to purchase trip protection insurance if they aren't going to help when you need it the most. I am very dissatisfied.Desired Settlement: I would like a refund for the $465.96 that I paid.

Business

Response:

We have reviewed [redacted]’s complaint and correspondence and we are responding accordingly. In his complaint, [redacted] advised that he was unable to travel due to work obligations following his having missed a week’s time from work. [redacted] was absent from work for one week due to flooding in his area. As a result of having been away from his job for a week, and the financial impact that caused him, he was unable to continue on with his planned travel. Unfortunately, neither of these issues is 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, work obligations, a loss of vacation days and any unexpected financial concerns as a result of missing a week of work are not among the specified reasons. While we certainly appreciate the circumstances in which [redacted] found himself, regrettably as these are not specified reasons for cancellation under the plan, we are unable to consider his request for reimbursement. Further, pursuant to [redacted]’s correspondence with our office directly, subsequent to the filing of this complaint, please understand that [redacted]’s inability to attend his work obligations, and any loss of income due to his inability to attend to his work obligations, do not constitute a job loss or layoff. We hope this has provided further understanding of the determination made on [redacted]’s 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:

It wasn't that I had to "fulfill job obligations" -- the place of business was closed entirely for the week, that was beyond my control. Furthermore the description of coverage says "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;"I was involuntarily laid off for a week, and it was not under my control. NOWHERE does it state how long the layoff has to be for.And: "g. a Natural Disaster occurs, which causes a complete cessation of travel services at point of departure and/or destination;" -- A large part of my neighborhood was destroyed by flooding and I am still have to take detours just to get around my normal routes to and from work.This company should not be allowed to scam people out of money, this was out of my control. I will be glad to contact any and all media to let them know that this company is trying to scam a flood victim out of insurance money. This is disgraceful and NOT ok.

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

Sincerely,

Business

Response:

We have reviewed [redacted]’s additional comments and are responding accordingly. [redacted] is arguing that his temporary inability to attend his place of employment constitutes a layoff. However, there is no evidence that at the time in question [redacted] was contacted by his employer and advised that his employment was no longer needed and he was being terminated or laid off. Rather, from the letter which [redacted] submitted with his claim form, dated October [redacted], from the South Carolina Department of Health and Environmental Control, at which he works, it was advised that the office was temporarily closed Octobe[redacted] due to extensive flooding in the area. It goes on to say that all compensation and leave time has not been approved and advises that any prior time off requests must be used to cover the days during which the office was closed. Further, from [redacted]’s own explanation provided with his claim form, as a result of the time away from work due to this temporary office closure, the time off that he had requested for this trip now must be used to cover the days of the office closure. He concludes by saying that because of this, as well as no longer being financially able to afford this trip, he regretfully requests cancellation. Accordingly, the denial of [redacted]’s claim was appropriate as his reasons for cancellation, the loss of his time off requested and any subsequent financial constraints, do not qualify him for coverage under the plan. Finally, as evidenced by the letter from [redacted]’s employer, he was neither terminated nor laid off from his employment and as such, we are unable to consider his request on such basis. With regard to [redacted]’s mention of the definition of Natural Disaster, please note that as there was no shutdown of all local airports for a period greater than 72 hours at the time of his scheduled flight, nor was [redacted]’s own home made uninhabitable at that time, we are unable to consider his request on this basis. While we certainly understand [redacted]’s disappointment with the outcome of his request for reimbursement, we must review each claim in accordance with the terms and conditions of the plan. We trust that we have provided the requested additional clarification of the handling of this claim and this matter is now closed. 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 becauseThe matter is NOT closed. You people are scam artists. I will be glad to submit yet another letter from my employer stating in your own terms that I WAS laid off for a week. Would that be sufficient?

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

Sincerely,

Review: I purchase an airline ticket to go see my husband who is on active duty stationed in Korea. unfortunate my son developed a fever the night before my early morning trip. I called the company Berkeley as well as the airline to let them know what was going on. I was instructed by both Belerky and the [redacted] to filed an insurance claim. Which I did on Dec **. It is now Mar ** and I have yet to received any correspondence. I call the 800 number periodically to get an update since I was told that the claim processing time takes up to ten weeks. Automatic system has never updated passed my claim was received on Dec ** . Today when I got though to a customer service rep the claim I was sent a request for more information on Jan * which is not true. If that statement was true, why do I not have the request nor is the request stated when I request for information though the automatic system. I'm an appalled at the carelessness of the company and the unwillingness to take care of the very customers who defense the freedom to rip people off and call it insurance. I will also be file this complaint we my local jag office as I do not feel that this is a company that service members and their family should be allowed to deal with. I purchase insurance to protect myself from a loss instead I endure double billing as I had to purchase another ticket to see my husband with being reimbursed for the first ticket. There is no mother that is going to leave their ill child for a pleasure trip just because and insurance company refused to do the job.Desired Settlement: I would like my refund for the flight that I had to miss due to my son's fever.

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 young son. However, [redacted] did not provide any medical verification of such illness and treatment, as is required under the Plan. Please understand that in order to qualify for coverage under the plan for a cancellation as a result of a medical condition, the insured must submit verification of the examination and treatment of the patient at the time of the cancellation. Such verification was not provided by [redacted] with her claim form submission. Accordingly, we sent correspondence to her on January *, 2015, requesting she provide such documentation. To date, no such documentation has been submitted. However, concurrent with receipt of this complaint, [redacted] did advise the claims personnel reviewing her claim that she will obtain such documentation from her son’s physician and submit same to us for review. Upon receipt of this documentation, we will give [redacted]’ claim our immediate attention. We look forward to the opportunity to continue our review of [redacted]’ claim. Though please understand that, until such documentation is received, we will be unable to make a determination of her eligibility for reimbursement under the plan. Should you have any additional questions regarding this matter, please feel free to contact our office.

Review: I bought my mother in law a plane ticket. I did buy trip insurance as I do with all my flights. When she got down to Augusta, GA she had to have knee surgery. She wasn't able to make her return flight so I filed a claim using the insurance. This is my reference number [redacted]?. I was first told that my claim was denied as I didn't have a return flight. I said ok well I have a return flight for her that I paid for. I sent them the information January **,2016. I called yesterday Feb *,2016 and was told oh I'll make a note for the adjuster and they will review it quickly. I called today wasn't told anything. Their still reviewing it. I just was a check to me [redacted]. My mother in laws name is [redacted].Desired Settlement: I just want a refund of my trip. I've told them I paid for it not her. We book her the flight to see her grandkid. I would like the check sent to [redacted]

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: On January **, **15, we booked a cruise for our 5-year Anniversary on [redacted] (booking#[redacted]). We purchased a Vacation Protection Plan from Aon Affinity for $298 for the 8 day cruise. We paid $2848 for the cruise itself. When we booked the cruise, my wife was not pregnant, had never been pregnant during our 5-year marriage, and did not expect to get pregnant. The cruise was scheduled to depart on June **, **15. We had no idea there was a policy at [redacted] that we could not sail if my wife was 24 weeks pregnant until TWO days before departure when we were asked if she was pregnant and, if so, to submit a statement from her doctor. We did that and it turned out that she would be 26 weeks pregnant ONE day after departure but the doctor gave her permission to sail. At that point, [redacted] CANCELED OUR CRUISE. We were very disappointed as this trip was planned with another couple who proceeded on the cruise. We were told by [redacted] that since we had purchased the Vacation Protection Plan, our money would be refunded to us and we should submit a claim which we did. Since we were expecting our money to be returned, we purchased a flight to Aruba to meet up with our friends who were on the cruise. Upon our return, we received notice from Aon Affinity (Berkeley Group) that we would not get our money back for the cruise nor the premium we paid for the cruise protection plan! We would not have incurred the additional expense of our trip to Aruba had we known this. Affinity denied our claim stating that the cancellation was based on our cancelling our cruise. On the contrary, we did not cancel, her doctor gave her written permission to sail. [redacted] canceled us and would not allow us to board . Their policy restrictions state: "[redacted]" Since the word YOU cited in the policy would refer to me or my wife's canceling the cruise, the penalty of no cash refund would apply, but we did not cancel the cruise, [redacted] canceled us. It is their language, not ours. We have called Aon Affinity and written two letters to get our refund to no avail. We do not want a trip voucher for another reduced fare cruise; we now have a new baby one week old. We are a young couple with limited resources, and we want our full refund of $2828 and our $298 paid for a vacation cancellation policy when the vacation could not commence. That is why we bought a cruise protection plan. [redacted] and Aon Affinity has been paid a lot of money for something they did not deliver which is unjust enrichment. My wife was not pregnant when we purchased this cruise protection plan and we had no way of knowing she would be 26 weeks gestation at the time of departure. Their pregnancy policy, which we have now seen, is INCONSPICUOUSLY cited on their website which is deceiving for the average consumer. It should be prominently displayed at best. We have sailed with [redacted] before and so have most of our family members and NONE of them had ever heard of it. People purchase cruise protection insurance for peace of mind to protect their investment in case they do not get to cruise. This entire matter reflects negatively on [redacted]; Aon Affinity, and Berkley Group. If they do not correct this unjust decision, none of us will ever cruise with them again and will NEVER purchase a cruise protection policy from Aon Affinity (Berkley Group).Desired Settlement: A cash refund of the money we paid for the cruise: $2848

Business

Response:

We are in receipt of [redacted] complaint regarding the denial of his wife’s claim. While we understand [redacted] position regarding the cancellation, please understand that the plan specifically excludes from eligibility a cancellation refund as a result of a normal pregnancy unless the individual was hospitalized. Further, a cancellation due to the term of pregnancy in relation to the cruise line’s guidelines is not a specified reason for cancellation either. While we understand that the [redacted] were not permitted to sail due to [redacted] gestational age, such factors do not make them eligible for reimbursement under the plan. Though we understand the [redacted] disappointment in the denial of their request for reimbursement, we must adhere to the terms and conditions of the plan purchased. Accordingly, the denial of the [redacted] request for reimbursement was appropriate and no payment shall be forthcoming under the terms of this plan. However, I am pleased to advise that, upon receipt of this complaint, we did reach out to the cruise line to discuss this matter. The cruise line did agree, as a gesture of goodwill, to provide reimbursement to the [redacted] directly for losses they incurred. The [redacted] can contact the cruise line to discuss such forthcoming reimbursement. We trust we have addressed the issues raised in [redacted] complaint. Should you have additional questions, please feel free to contact our office.

Review: In June of 2015, I purchased two tickets for my two grandchildren, who live on Vancouver Island, BC, to come for a visit to the USA. I purchased these on the [redacted] website, and I also purchased Travel Insurance at that time, to insure that I would be refunded the cost of the tickets if anything unforeseen arose. As it turned out, my granddaughter became ill and was unable to travel, so I cancelled the flights. My grandson was too young to fly alone. I contacted the travel insurance company ([redacted] and filled out the necessary paperwork, which was the Trip Cancellation Claim form. My granddaughter's physician filled out the Attending Physician's Statement and Medical History forms. The claim was denied, because, I was told, over the phone, "[redacted]" My granddaughter lives in Canada, and they do not 'hospitalize' people there unless they are practically dying (socialized medicine). I was told, over the phone, that I should have "read the 12 pages of fine print" when I purchased the insurance!! So, even though we met all the criteria "'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 trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your trip.,'" we were still not issued a refund for our tickets. I am out $596. for these tickets, plus the cost of the insurance, which did not pay up.Desired Settlement: I would like to be refunded the cost of the tickets. I cannot use the tickets as they charge a $200 change fee to rebook...and they have to be used by the people whose name the ticket was in.I cannot take a chance on flying my granddaughter down again, and her brother is too young to fly alone. I purchased the tickets and I do not believe it's fair that the person has to be hospitalized!! That is ridiculous! People can get sick, and not be able to fly, without being hospitalized.

Business

Response:

We have reviewed [redacted] complaint which she filed on behalf of her granddaughter, [redacted], and her grandson, [redacted], and are responding accordingly. In her complaint, [redacted] disputes the denial of her grandchildren’s claim for Trip Cancellation benefits. Please note that the plan [redacted] purchased for her grandchildren does provide reimbursement for a cancellation 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 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. In addition, there are specified exclusions which would preclude coverage for a cancellation in certain instances. One such exclusion states: General Plan Exclusions In Parts A & B: We will not pay for any loss caused by or incurred resulting from: 1. mental, nervous, or psychological disorders, except if hospitalized; 2. being under the influence of drugs or intoxicants From the information provided, [redacted] grandchildren cancelled due to [redacted] mental or nervous condition. However, based on the information received, there was no hospitalization for such condition and no verification confirming treatment of this condition at the time of the cancellation. Based on this, we were unable to consider [redacted] request for reimbursement of her grandchildren’s airline tickets.However, while [redacted] grandchildren do not qualify for reimbursement as the reason for their cancellation did not meet the plan requirements, we have agreed, as a gesture of goodwill, to provide an accommodation to them and provide the requested reimbursement. Please understand that this is being done solely as a courtesy and does not impinge on the basis of the claim denial. Accordingly, payment in the amount of $298.03, made payable to each insured, will be sent to [redacted] under separate cover.We trust that we have responded to the issues raised in [redacted] complaint. Should you have any additional questions, please feel free to contact our office.

Review: On July **, 2014, I cancelled a flight that I had purchased on [redacted] on Ukraine International Airlines as a result of Malaysian Flight 17 being shot down over Ukrainian territory. I then filed a claim for reimbursement of the flight cost of $598.10 with Berkely Travel. They received the claim on July **, 2014 and denied it via letter on August **, 2014. I filed a pre-trip cancellation request per the policy for reimbusement of the costs due to terrorism. Terrorism is an "other covered event" that would allow pre-trip cancellation and refund. Berkely denied the claim under Other Covered Events, subsection (d): "a Terrorist Act which occurs in your departure city or in a city which is a scheduled destination fior your Covered Trip provided: The Terrorist Act occurs within 30 days of the Scheduled Travel Date for your Covered Trip." Berkely denied based on the fact that my trip was scheduled for January [redacted], 2015. However, there actually is a second terrorism clause in the policy under Other Covered Events which allows for recovery, notably, subsection (h): "terrorism occurs in a country included on your travel itinerary which leads the U.S. government to issue a Travel Warning against travel within a country included on your travel itinerary for a period that would include your scheduled Covered Trip." A Terrorist Act is defined in the policy as, "...an act of violence, other than civil disorder or riot, (that is not an act of war , declared or undeclared), that results in loss of life or major damage to property, by an person acting alone or on behalf of or in connection with any organization which is generally recognized as having the intent to overthrown or influence the control of any government." I believe my claim fits into subsection (h) and Berkely failed to properly adjust the claim. The policy is poorly written. In subsection (d) the policy requires a "Terrorist Act" which is later defined. In subsection (h), the policy only requires "terrorism" which is not defined in the policy. However, even assuming arguendo that we use the "Terrorist Act" definition provided above, the attack on MH 17 clearly fits. It was an act of violence that caused both loss of life and major property damage. According to US intelligence, the shooting down the plane was undertaken by groups in eastern Ukraine that are intent on wresting territory from the control of the Ukrainian government. The Ukrainian government labels these groups as terrorists. I submitted articles with the claim to substantiate this. Also on July **, 2014, the Washington Post published an article, "E.U. imposes new sanctions on Russian officials, stops short of tougher penalties", in which it was noted that several members of the U.S. Congress were seeking formal terrorist designation for the groups in eastern Ukraine deemed responsible for the MH 17 incident. As such, "terrorism" has occurred here as required in subsection (h). The U.S. government almopst immediately issued a NOTAM through the FAA further restricting flights in Ukrainian airspace and the US State Department issued a travel warning on August *, 2014. This warning does not have an expiration date and it is reasonable to assume that such a warning will remain in effect on the dates of my travel. What's more, a "Travel Warning" is not defined in the policy. Also, the policy does not state which part of the U.S. government must issue a warning. I believe that I have met the requirements of subsection (h) and that Berkely is either wantonluy disregarding the poorly written language of its own policy, or taking a restrictive stance to deny payment. I am prepared to file civil litigation to resolve this issue as I am an attorney admitted to practice in NY State. Is it worth it Berkely to proceed into litigation in this case over $598.10 when as I've shown above their contract is riddled with unclear language and I can fit my events into the contract as written?Desired Settlement: I would like Berkely to pay the claim of $598.10 in full based on my analysis of the policy above or based on its own business decisions.

Business

Response:

We are currently reviewing this complaint and will provide a full response by Wednesday, September *, 2014. Thank you for your patience while we review this matter.

Business

Response:

We have reviewed [redacted]’ complaint and we are responding accordingly. [redacted]’ claim was denied as the reason for his cancellation was one not covered under the plan purchased. More particularly, [redacted] cancelled the trip he booked on April **, 2014 for travel on January **, 2015. Such cancellation occurred on July **, 2014 and was due to the Travel Warnings issued in response to the situation in the Ukraine, which was included in the flight arrangements of [redacted]’ travel plans. [redacted]’ request for reimbursement was declined as his reason for cancellation did not meet the plan requirements for a covered reason.

The plan does provide cancellation coverage in the circumstances of an unforeseeable event or its consequence which occurs while the plan is in effect. One such covered unforeseeable event under the plan states: (h) terrorism occurs in a country included on your travel itinerary which leads the U.S. government to issue a Travel Warning against travel within a country included on your travel itinerary for a period that would include your scheduled Covered Trip.” Further, the plan also includes the following requirement in order to qualify as a covered reason for cancellation: “Important: The covered reason for cancellation or interruption of your Covered Trip must occur after your effective date of coverage.”

The Travel Warning issued by the US government was released originally on February **, 2014 with subsequent updates on February **, March *, March **, April **, May *, June * and August *. Each update references and incorporates the prior warning issued. Therefore, as these Travel Warnings were issued prior to [redacted]’ purchase of the protection plan, such event was not unforeseeable but rather, in fact, occurred prior to his purchase of the plan, in direct opposition to the plan’s requirements for coverage. Further, please also note that these warnings were not issued due to terrorism but rather to political unrest and violence in the Ukraine.

Based on these facts, the denial of [redacted]’ request for reimbursement was appropriately denied and there shall be no payment forthcoming.

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

Review: As soon as I found out that my husband & I (both travelers on this trip) were becoming evicted from our home, I called Berkely to discuss a cancellation of our two airline tickets. This was insurance I purchased to cover our [redacted] tickets & trip. I was advised that 'being homeless' may not qualify, but that we can fill out the forms and see what happens. The representative, after some brief holds to do research, explained to me that most likely we would not receive any money back. You would think that being HOMELESS would qualify under a category similar to Personal or Natural Disaster. If you lose your home due to fire, hurricane or the like, you receive a trip refund, BUT if you lose your home entirely due to unforeseen financial disaster, THAT doesn't count? That does not make any sense. My husband & I have to support and house a 15 year old and a 32 year old Autistic son as well, now going into being in a homeless situation. Would taking a holiday make sense, let alone even be fathomable at this point? I am very disappointed in Berkely Insurance, and plan to NOT ever use them again unless there is some type of decent remedy sent our way.Desired Settlement: I would consider using Berkely in the future IF they provided us with a full trip refund as the policy claims they would. Otherwise, we will never use them again and I will advise my clients and friends to not use them either. Thank you.

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: Pretty much the same as all of the other complains about the Berkley Group. If I had the ability to attach a screenshot of what they advertise on [redacted]'s website (with their name on it), I would. They stated that, if I were to change or cancel my trip FOR ANY REASON, I will be reimbursed the amount of the change fee that I pay to the airline.

I was transferred to the Berkley Group by [redacted] to inquire about the expected $400 refund I was supposed to receive after I paid that amount to [redacted] to rebook the trip. The Berkley Group agent (and supervisor) I spoke with both denied my case of cancelling the trip and said that I had to provide either a death certificate or doctors note saying that I was ill. Why then, would they even state, 'for any reason I can cancel my trip'.

This has proven to be a gimmick and scam, just read all of the reviews by paying customers online. You actually have to open up a new window that is not clearly displayed on there website to dig and find the medical or death reason. Then again, it clearly states many times that I can cancel or change my trip for any reason.

I paid $107 to this company for the trip protection along with another $800 in change fees (I rebooked twice), of which $400 I am requesting back.

This is a money making scam, please resolve this.Desired Settlement: A $400 rebooking fee refund to my bank account. I paid $907 in total fees to rebook and have the trip protection but am only requesting a one time (two plane ticket) change fee refund.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. Please note that this complaint is the first notice we have received regarding this matter. Please allow us to take this opportunity to advise that the plan purchased does contain a list of specified reasons for cancellation, both medical and non-medical, which would make one eligible for reimbursement. In order to qualify for coverage, the plan participant’s reason for cancellation must fall within the terms and conditions of the plan and the appropriate supporting documentation must be submitted for our review and determination. The list of specified, non-medical reasons for cancellation are contained in the plan under Other Covered Events, and read as follows: 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: (a) being directly involved in a documented traffic accident while en route to departure; (b) being hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer; (c) having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster; (d) Your involuntary termination of employment or layoff which occurs after your effective date of coverage. You must have been continuously employed with the same employer for 1 year prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self- employed persons. In order to be eligible for coverage under the Plan, the non-medical reason for a cancellation must meet one of the above specified reasons. Without a claim being initiated, we are unable to speak to any coverage to which [redacted] may have been entitled upon the cancellation/change of his original travel plans. However, as [redacted] notes, the plan purchased does also contain an [redacted] Vacation Waiver which allows a plan participant to cancel or change their scheduled plans, on a one time basis, for any reason, and receive reimbursement of any change fees applied by the airline. From [redacted]’s complaint, we understand that he did make an initial change to his original scheduled travel plans and he has indicated that for this he was charged a $200 per person change fee for which he requested reimbursement from [redacted] directly, under the terms of this Waiver. It is our understanding that [redacted] subsequently made a second change to his itinerary for an additional fee but does understand that the Waiver applies only to the initial change made. As such, he has indicated that he is seeking recovery of only the $200 per person change fee imposed on the initial change. As indicated above, such recovery under the Waiver is handled by [redacted] directly. Accordingly, we did reach out to [redacted] to determine the status of such request. We have confirmed with [redacted] that the applicable refund of the fees charged to [redacted] upon the initial change of his travel plans has been processed by [redacted]. Such refund should be visible to [redacted] shortly with his credit card company. As the requested refund has been provided by [redacted], we have taken the liberty of closing this matter at this time. 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 was only refunded $250 by [redacted] last week. Why not the $400 ($200/passenger)?

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

Sincerely,

Review: My mother became very ill. I live in Texas and she lived in Florida requiring me to fly back and forth to see to her needs. I purchased my ticket through Travelocity buying the additional flight protection insurance coverage for unavoidable itinerary changes. On or about the [redacted] of September while in [redacted] it became necessary for me to change my flight. I of course put in a claim for the amount which is $140.00. The actual insurance company, AON Affinity Insurance, asked for my itinerary, a doctor’s note – let me say this again – a doctor’s note and my mother’s death certificate (she passed on 9/**).

After a rather tortured process I gave them the itinerary and death certificate explaining to them that no doctor’s note is available because we are in litigation with the doctor. I have told them this on numerous occasions. They still refuse to process the claim. They didn’t even process the death certificate into the system for nearly a month after receiving it. This all appears to all be a complete stall job and scam. At no time during the ticketing process was I made aware that the flight protection insurance was subject to a level of scrutiny that is far beyond what one would consider reasonable. Personally, I have never seen such nonsense from a reputable company.

Purchased through Travelocity - Do NOT be scammed and by the additional flight protection insurance.

Thank you for your time and consideration.

Kind RegardsDesired Settlement: I would like my $140.00

Business

Response:

We have reviewed [redacted]’s complaint regarding his claim for Trip Interruption reimbursement which he had filed with our office. Based on the information received, [redacted] delayed his return home due to his mother’s medical condition at the time of his scheduled return. However, in his initial claim submission, [redacted] provided no medical verification of such condition, nor any receipts for additional travel expenses incurred due to his delayed return. Therefore, we sent [redacted] correspondence requesting the Attending Physician Statement on the claim form be completed and a copy of his credit card receipt be submitted. In response, [redacted] submitted his late mother’s death certificate, which indicated that his mother had passed some two weeks after the interruption of his trip. While we were very sorry to hear of [redacted]’s passing, unfortunately, this documentation did not confirm her medical condition at the time he had extended his trip. As such, we did request he provide us with this information to allow us to finalize his claim. Upon receipt of this complaint we again reviewed [redacted]’s claim. While the information provided to date does not confirm [redacted]’s illness at the time of [redacted]’s trip interruption, we have agreed to make a consideration and make payment based on the information contained on the death certificate. However, as we still have not received receipts for any of the additional flight expenses [redacted] incurred for his new return flight, we have reached out to him several times to request he provide same. To date, we have been unsuccessful in speaking with [redacted] and have sent him correspondence requesting same. Accordingly, upon submission of the receipt for his additional airline expense, we will be happy to finalize [redacted]’s claim. 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.

Review: On August * I purchased a ticket online to Las Vegas. I also purchased the travel insurance on your site because my sister was not sure of our schedules. My bank account was immediately charged for $144.20 for Virgin America, and $17.00 for the insurance offered from Berkely Insurance, AKA, AON Affinity | Berkely Travel. On August * I confirmed a conflict in the schedule, so I immediately called to cancel the flight and get the charges refunded. I spent hours on the phone with customer support and I sent several emails to online to no avail. I was told at every turn there were no refunds allowed unless there was a death involved. I tried canceling less than 48 hours after the reservation was made and also cancelled my flight via the online airline. Berkely told me I could file a claim and send them all the documentation proving I did cancel and that I was in fact charged. They've misled me in their advertisement by implying this was trip cancellation protection. I feel this is intentional and it is unethical to mislead people like this. I am not wealthy and cannot afford to give your company money for nothing. This is just not right.Desired Settlement: I want to be reimbursed for the cost of my flight for $144 as promised. this is why I purchased the trip insurance.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] advised that after booking the trip, her sister and traveling companion advised her that she had a scheduling conflict with the travel dates and they would have to cancel their planned trip.

Unfortunately, [redacted] and her sister’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 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] and her sister’s disappointment’s 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:

[Your Answer Here]

I feel this advertising is intentionally misleading. You call it travel insurance. I question the ethics of your business practices. It seems you advertise this was for one reason, and that is to trick people into believing you can cancel or reschedule without penalty!

If you will not make this right I will have only one option to escalate this to the next level. I want my $144 back. I don't have the money to give to your company for nothing. I hope you will resolve this issue so we won't have to go that route.

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

Sincerely,

Review: My sister and I decided to spend some time together on New Years to celebrate since we both work long hours and get very little time off. So we planned a trip to [redacted] for New Years around Thanksgiving, and booked a hotel for 4 nights through [redacted].com totalling $846.88 ([redacted] confirmation # [redacted]), where we purchased the $20 Travel Insurance through Berkely Travel. My sister is an [redacted]; she requested the time off and the [redacted] contracted [redacted] to cover for her while we were away. We were to check in to our hotel in [redacted] on Sunday 12/**/2013 and would be checking out on 1/*/2014; but on Friday 12/**/2013, the other full time [redacted]. This [redacted] was to cover for her for the first two days of our trip, and he was not able to do so because of his injury. So my sister had to stay an extra two days in [redacted] and wait on the contracted [redacted] to arrive. So I initially filed a claim with Berkely to be refunded for the first two nights of the trip since we purchased insurance through their company in case something like this came up. I called the hotel the day we were to check in and let them know we would be two days late, they said it was no problem but since we had purchased the rooms through the third party [redacted], we would have to talk to them about the refund. But we arrived in [redacted] two days late and went to check in to the hotel and the reservation had been cancelled. The hotel said they cannot cancel reservations booked through a third party, and [redacted] said they do not cancel rooms, and Berkely said they're an insurance company only and cannot cancel as well. So now I contacted Berkely again and asked that I be refunded for the full $846.88 since we did not get to stay in the hotel and had to make other arrangements (which was infuriating at the time).

I spoke with [redacted] at Berkely insurance today, and he informed me that since there was no immediate emergency to myself or my sister, we would not be given a refund. I read the stipulations for their insurance before I called, and I knew that an Emergency Room not having a [redacted] on staff, at a [redacted] the one at the [redacted], was an extreme emergency. And it was because of this I knew that our trip would surely be refunded. One of the stipulations was in fact, if you have lost your job and cannot afford the trip you will be refunded, and she would have lost her job and possibly ruined her career in the medical field if she had not stayed to cover, knowing she was on vacation. It is just difficult for me to grasp that had I had a splinter in my finger and taken myself to the emergency room, we would have been refunded. But I wanted to be honest with them since that is the right thing to do and surely this is an emergency worth warranting a refund. But I am being told that it is not and that I can appeal but [redacted] said on the phone, "Appeal to what, we already have your case and you nor your sister were in any kind of emergency situation."Desired Settlement: I think the right thing to do is to refund us for our loss of $846.88 on the trip since we were never able to step foot in our hotel room that we paid that amount for, more less spend a night there.

Business

Response:

We have reviewed [redacted]’s complaint on behalf of he and his sister and we are responding accordingly. In his complaint, [redacted] explains that he and his sister had to change their scheduled travel plans due to [redacted]’s work conflict.

Review: I bought [redacted] total protection plan (Policy Number [redacted]) from [redacted] when booking air flight ticket. It turns out this insurance is provided by Aon Affinity Berkely Travel.

This policy claimed it covers trip cancellation and baggage lost ([redacted]). However it requires a claim form to start the settlement procedure.

I bought the air-ticket on Jun ** 2014 on [redacted], itin#[redacted], ticket#[redacted]. On the flight date Aug **, the flight AA1189 was cancelled on the weather issue of T-storm. [redacted] called me but did not mention insurance cover at all. On the flight back on Aug [redacted], my bag was lost. I filed a delay form with US Airways as soon as I landed on Atlanta. On Aug **, I asked for a claim on [redacted] as instructed by this company website. And I also called ###-###-#### as instructed in the E-mail reply upon my request. However the customer service only told me to wait for the form.

On September [redacted] I got an E-mail like this

----------------------------------------------------------- "

Thank you for your below message. Due to the nature of your inquiry, we respectfully request that you call our office at ###-###-#### or ###-###-####. Our business hours are Monday - Friday from 8:00am to 10:00pm and Saturday from 9:00am to 5:00pm Eastern Standard Time.

A representative is available to answer any questions you may have regarding the protection plan. Each situation is unique and the representative will review the policy benefits with you.

Sincerely,

Customer Service

Aon Affinity | Berkely Travel [redacted] Aon is the Principal Sponsor of Manchester United.

For licensing and email confidentiality information please click here."

--------------------------------------------------------------------------------... />
So I called another time, however they refused my claim by ineligibility. The customer service said I did not file the claim "on time".

I found later on this website out the customer review and realize this company is a scam company ([redacted]) Therefore I decide to claim to Revdex.com. I hope this will remind people not to buy their insurance and get the insurance cover what it should cover.Desired Settlement: Give me a claim form and pay the insurance coverage for the flight cancellation (worth the cost of one flight) and baggage lost ($2000 ) as it was stated on the contract.

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 got the form on the 2nd day after I filed the claim, and also in my work E-mail box (weird because I never used this E-mail for [redacted], Berkely or US Airways). On Sep. [redacted] I got my baggage back from US Airways. It was detained under TSA in Vancouver, BC, Canada for probably a week, and shipped by Delta to Atlanta through Minneapolis.

Sincerely,

Review: I had my plans to visit my daughter on July * and purchased the tickets from [redacted] and the trip protection from AON......I h This is the reason I need to cancel my trip and have my funds refunded to me. is On Friday May **, I received a letter from SS stating they were ending my disability benefits With the cessation of these benefits, it makes it impossible to continue with the trip. I attempted to explain this to both Price Line and Trip Protection Company, but they said loss of income is not the same as loss of employment?????. Losing my benefits is no different than if I lost my job, both would make it impossible to travel.........Desired Settlement: Because I no longer have income ( IE Employment, Benefits) I can no longer afford trip and I am asking for a refund of $380.20

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. Please note that [redacted] filed this complaint prior to initiating a claim with our office. Further, to date, though he has now initiated a claim, no claim form or supporting documentation has been submitted. Accordingly, we have not been afforded the opportunity to review and consider [redacted]’s reimbursement request. Please note that the plan [redacted] purchased, and which was provided to him prior to such purchase, contains a listing of specified reasons making one eligible for coverage under the Trip Cancellation benefit. One such specified reason is 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; [redacted] has indicated in his complaint that his reason for cancelation, the loss of his social security benefits, should be considered tantamount to such loss of employment. Please note that we are more than willing to review [redacted]’s claim and contention, however, without the opportunity to review [redacted]’s information, we are unable to make a determination on his claim. Accordingly, we kindly request [redacted] submit his completed claim form and the supporting documentation regarding the reason for his cancellation and we will be happy to review the same. However, until such time, we are unable to consider his request for reimbursement. We trust we have responded to the concerns raised in [redacted]’s 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:

[Your Answer Here] This is untrue. They have had the forms for several days now. It took me over 10 days and numerous calls, to even get them. I called them today and spoke to a supervisor name [redacted] and she verified that they have the forms, but it could several more weeks before the claim is acted on. This company has done nothing but stallll and try and find a way to keep my funds. I have attached a copy of all of the docs, that they say in the Revdex.com response they never received. I am again requesting my funds be returned to me as I do qualify under No employment/ loss of income................

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

Sincerely,

Business

Response:

Please allow this response to confirm our receipt of [redacted]’s claim form. While it had been received in our office concurrent with our prior response it had not been processed and filed until after our response was submitted. Please be assured that there have been no delays in the review of [redacted]’s claim. Rather, upon receipt of the claim form we did reach out to [redacted] directly on June [redacted], speaking with him on June [redacted] regarding the additional information needed to complete our review of the claim. As explained to [redacted], we did agree to consider his claim for Trip Cancellation benefits due to his loss of income under the coverage afforded to an individual who suffered an involuntary job loss, provided he met the remaining requirements for such coverage. In particular, we required confirmation that he met the three consecutive year time requirement of employment – or receipt of benefits, in this instance – prior to termination. As per [redacted], he was not in fact receiving such benefits for that length of time prior to their termination. As such, we did advise him that, based on the fact that he does not meet the full eligibility requirements under this coverage, we would be unable to consider his request for reimbursement. Formal notice of our decision has been sent to [redacted] under separate cover. We trust we have responded to the additional concerns raised in [redacted]’s complaint. Should you have any further questions, please feel free to contact us.

Review: I am very upset. I purchased air line tickets back awhile back to Salt Lake City for a work conference. When I booked the trip I clicked that I wanted the travel protection, cancellation plan. I got this because I am pregnant and obviously anything can happen. Well anything did happen my asthma has been horrible I walk up stairs and I'm winded, I had bronchitis for all most two months and have been on and off prednisone which is not good for a baby but it has to be done or it not being fixed would be worse for the baby. I have had to use my inhaler daily, plus my advair inhaler. My doctor was afraid of me flying and having such asthma problems since asthma can get worse in small spaces not to mention height. So he told me not to fly. So I thought that I could call and cancel my flight and get my money put back on my credit card. Let me tell you it has been one hassle after another! They told me it would take 3 weeks. It has been more than 3 weeks. I had to send in a form from my doctor and now they want more proof from my doctor. I mean seriously do they want a blood sample too? I just want my money back and be done with it. I have not flown since I was a kid and with this hassle I don't know how soon I want to be flying. I just want my $369 back. I do not make enough money to just through that away. Please Help!Desired Settlement: I just want my $369 back. It should not be this much of a hassle to get that back. What is the problem? I own my own business and I would never make someone feel like they are lying to me or what have you. I am upset and this is ridiculous.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] indicates that she cancelled her scheduled flight due to her own medical condition, a flare-up of her asthma. However, the information provided by the physician who completed the Attending Physician Statement on the claim form indicated that the reason for cancellation was due to a normal pregnancy. As the plan specifically excludes a cancellation due to a normal pregnancy unless the individual is hospitalized, we would be unable to consider [redacted]’s claim based on the medical information submitted. However, as we noted that [redacted] indicated the condition which caused her cancellation was actually asthma, on May 16th we sent a request to her physician for verification of this. To date we are still awaiting such additional documentation.

While reviewing this complaint, we did reach out to [redacted]’s medical provider and asked that they expedite our request. They advised that they will need a special authorization signed by [redacted] in order to release her information to our office. This special authorization was sent to [redacted] on June 6th for signature. Once we receive back the signed authorization and provide it to the practice, we will again ask that they expedite our request. Upon receipt of these necessary medical records, we will be able to make a final determination on [redacted]’s claim.

Please note that the time frame of three weeks mentioned in [redacted]’s complaint refers to the processing time once all required documentation has been received. However, at this time we are still awaiting additional documentation to complete our review.

Should there be any additional information [redacted] believes may have an impact on her claim, she should feel free to submit same to our office for review. Should you have any additional questions on this matter, 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 have all ready sent in forms for them to contact my provider! This is ludacris. I am highly upset. The day I sent the initail forms in I was told I had placenta previa as well. Both conditions were not advised for me to fly. I want my money back now! They make millions of dollars a year. I do not have 300 to just throw away. The place I cancelled to I really wanted to go but I wanted my baby safe more. This shouldn't even be a argument.

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

Sincerely,

Business

Response:

Please note that the medical records have been received and confirm a complication with [redacted]'s pregnancy not previously indicated on the medical information submitted. Based on the information contained in these medical records, we were able to finalize the claim and provide payment to [redacted]. A check in the amount of $369.00 has been sent to [redacted] directly.

We appreciate [redacted]'s patience during the claims process and are please we were able to bring the claim to a positive conclusion.

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,

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Description: Insurance - Health, Insurance Agencies and Brokerages (NAICS: 524210)

Address: Midlothian, Virginia, United States, 23112

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