Berkely Group

Review: I filed a "Claim" wih this Travel Insurance Company on FEB**, 2015 for t Trip Cancellation Refund, and filled out and mailed all required forms they told me to send to them. On March [redacted] I received correspondance saying they had requested further information from my Primary physican, and had sent her forms She had to fill out and return...

As of April [redacted]( 5 weeks later)... my Primary Phyisican's office has recieved NOTHING from this outfit by Mail or Fax,.and I verifed addresses and fax numbers with both Berkely and my Phyisicans office.

I Called Berkely and asked them to FAX the required forms AGAIN on April [redacted] as well....on April [redacted] My Physcians office has STILL recieved nothing......

I am stuck... they wont process my claim without these forms they send to my Phyisican....yet they dont seem to get them sent...it has been almost 6 weeks...Desired Settlement: Pay my CLAIM.....

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: We purchased "Collision Damage Insurance" through [redacted]. We scratched the left fender of the vehicle we rented. [redacted] referred us to "Berkely Care" to file a claim. We filed the claim ([redacted]) and now they are not paying for all or part of the vehicle repair bill.The total bill is $753.00 ($653.00 for repairs, $100.00 admin. fee's). Berkely Care is refusing to pay the $100.00 Administrative fee's. We are now getting collection notices from Alternative Claims Management for the remaining $100.00. Berkely Care never notified us that they were not going to pay the full amount of the repair bill. We found out only through the letter from Alternative Claims Management, when they sent us a bill. We purchased the Collision Damage ($11.00 a day for 5 days) through the [redacted] website while we were reserving a car for our vacation in September 2013. We reserved the car through [redacted] in February of 2013.There was no policy provided when we purchased the insurance. I have called to ask about the $100.00 and I was told they would e-mail a policy (which they did)January [redacted], 2014 (a little late) and I did not see anything about not covering administrative fee's, in the policy which e-maild to me.We spoke to a "[redacted]" from Aon Affinity/Berkely Care on 1/**/2014 at 11:45 PST. They basically told us that there was nothing they could do except mail us a policy.Desired Settlement: I am requesting Berkely Care to pay for the total repair bill, since that it what I purchased the Collision Damage Insurance for.I am requesting that Berkely submit payment of $100.00 to Alternative Claims Management ACM # [redacted]Berkely Care never said they would not cover administrative fee's

Business

Response:

We have reviewed [redacted]’s complaint regarding the payment he received under his Rental Car Damage coverage claim. As indicated, the $100 administrative fee charged to [redacted] was not a covered expense under the [redacted] Collision Damage Insurance plan (“Plan”). This Plan specifies not only the covered perils but also states what items related to such damage to the rental car are covered. In the event the rental vehicle that was damaged is able to be prepared, the Plan specifies that the items covered are as follows:

Review: My husband and I had planned a cruise in April. Unfortunately I started to have panic attacks and was diagnosed with anxiety/depression. When I contacted AON a week and a half before the cruise I was told to have proof from a doctor and to submit the claim. My dr. and I filled out all of the appropriate paperwork and submitted the forms. My claim came back as denied because they do not consider that a real medical condition. Anyone that has anxiety or panic attacks would certainly disagree with that statement. If I had known that we would lose all the money we paid to go it I would have sent my husband by himself. Depression, anxiety all of those are real medical conditions.Desired Settlement: I would like a refund.

Business

Response:

We are in receipt of [redacted]s complaint regarding the denial of her and her husband’s claim. In her complaint, [redacted] indicates that we do not consider the condition causing their cancellation as a real medical condition. Quite the contrary, while we appreciate the condition necessitating the [redacted]’ cancellation, please understand that the plan specifically excludes an insured from eligibility of a refund as a result of a cancellation due to a mental, nervous or psychological disorder, unless the individual is hospitalized. The plan contains specified exclusions which preclude such reimbursement. One such exclusion states the following: We will not pay for any loss under the plan, caused by or incurred resulting from: mental, nervous, or psychological disorders, except if hospitalized; Based on the information received, [redacted] was suffering from a mental, nervous, or psychological disorder, but was not hospitalized as a result. Since the condition which caused the [redacted]’ cancellation was specifically excluded from coverage under this plan, the [redacted] were ineligible for reimbursement. 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. As such, we must uphold our denial of the [redacted]’ claim and no payment shall be forthcoming. We trust we have addressed the issues raised in [redacted]s complaint. 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:

If I had been informed of that before we canceled the cruise. I would have dealt with my issue. When I contacted the office to find out if it was covered I was told if I had a medical condition it would be covered. Also no where on their website is the information available.

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 would like to assure that [redacted] was indeed provided with the full terms and conditions of the plan prior to her purchase. Please note that the confirmation sent to [redacted] at [redacted] on 9/**/14 – the day she made the booking required acceptance prior to the booking being finalized. The tour operator confirms that [redacted] accepted this confirmation on 9/**/14, signifying that she had read and accepted the terms provided with the confirmation, which does include the link to the full terms and conditions of the protection plan. As such, [redacted] was indeed provided with the plan in its entirety at the time of purchase. Further, please note that the plan is also available on the tour operator’s website for review at any time. Accordingly, [redacted] had full access to review the terms of the plan both prior to and after her purchase. We certainly understand [redacted]s disappointment in the denial of the request for reimbursement. However, we must adhere to the terms and conditions of the plan purchased and provided 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: I purchased travel insurance via my travel agent for a Carnival Liberty cruise vacation to be taken from 2/**/15 through 3/*/15 departing from Port Canaveral, FL.My flight from Washington, DC was cancelled on February ** by Southwest Airlines due to ice and snow conditions. I contacted my travel agent and I received forms via e-mail from Aon Affinity for completion. I promptly completed the form, provided very clear documentation from Southwest Airlines and mailed the forms back to the travel Aon Affinity. I have contacted them twice, the last time being on or about April *, 2015 and was advised that my claim was till being investigated. I completed their form as they asked and gave them documentation from Southwest Airlines which also showed they were processing a refund for my airfare which I received within the same week of my flight cancellation. How much more investigation is required???Desired Settlement: A prompt refund of my cruise payment of $536.74

Business

Response:

We have reviewed [redacted]s complaint regarding the processing of her claim Trip Cancellation benefits. We are providing our response accordingly. We received [redacted]s completed claim form and reviewed it for eligibility of coverage under the terms and conditions of the protection plan purchased. We did confirm that [redacted]s reason for cancellation did fall within the plan’s specified reasons and she was eligible for coverage. We then contacted the tour operator to confirm the amount of the penalty assessed on [redacted]s cancellation and any refunds provided to her by the tour operator directly. I am pleased to advise that we did receive this information and [redacted]s claim has been set up for payment. Note, a total penalty in the amount of $767.00 was assessed on [redacted] and her traveling partners’ booking. [redacted] and one of her two traveling companions cancelled, while the third traveler did continue on the trip as planned. Accordingly, we have provided payment to [redacted] in the amount of $383.50, one half of the penalty assessed on the two cancellations on this booking. This payment has been sent to [redacted] under separate cover. As payment has been provided, we have closed this matter. 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 rented a car through [redacted] and purchased the advertised insurance through Bekely Insurance in June **. I filed an accident claim on the rental vehicle with Berkely and they still have not settle the claim with the Avis rental car company. So I called to see what the status was on the claim and they acted as if they didn't know what I was talking about. Please help as I purchased auto insurance in the event something would happen and now the people I paid are not forthcoming on resolving the claim. Please Help!

Travel Protection Plan - Claim # [redacted] from Berkely Insurance.Desired Settlement: First I would clarity on the situation and then I would like to have an apology as well as the [redacted] I spoke with disciplined for her actions. She was very rude and sloppy.

Business

Response:

We have reviewed [redacted]’s complaint regarding the claims process with regard to his Rental Car Damage coverage claim. Please understand that in order to fully review and finalize a claim, specified documentation is required, including but not limited to: an incident report, a police report, a rental agreement and a repair estimate/receipt. When [redacted]s originally submitted his claim form to our office he did not include the above necessary documentation, nor did he even indicate which rental car company through which he had made his reservation. Accordingly, on July *, 2014, we sent a letter to [redacted]s requesting he forward such information and documentation. We received nothing further from [redacted]s until he contacted our office on August **, 2014, inquiring as to the status of his claim. Concurrent with his call, we had received correspondence from the rental car agency which included some of the additional documentation needed to adjudicate this claim. In [redacted]s’ conversation with our representative, it was explained to him what final piece of documentation was needed to finalize his claim, namely the original rental agreement.

Though it is the insured’s responsibility to provide the required documentation needed to finalize a claim, upon receipt of this complaint, and with the identity and contact information of the rental car agency now received, we reached out to them to obtain a copy of the rental agreement. Upon receipt of this final documentation needed, we were able to finalize [redacted]s’ claim and payment in the amount of $2,582.66 was sent to the rental car agency directly, in accordance with [redacted]s’ on August **, 2014.

We trust this information clarifies the claim process for [redacted]s’ claim and this matter is now closed. Should you have any additional questions, please feel free to contact our office.

Review: I recently purchased flight insurance advertised on the expedia.com website for a flight I booked for myself and my wife. My understanding was that the insurance would provide a refund for the cost of my airfare and car rental in the event I had to cancel the trip. I had purchased two round trip tickets from Denver, CO to Seattle, WA; itinerary #[redacted], ticket numbers [redacted], and [redacted] Alaska Airlines flight 679 and 674. Three days later my wife who was to be traveling with me informed me that due to a work scheduling conflict, she would not be able to make the trip. I contacted expedia to cancel the trip and request a refund, and was told I would only receive credit with Alaska Airlines, that would have to be used within a year from the date of purchase. I told the representative that I had purchased flight insurance, and was informed that the insurance didn't cover refunding the cost of airline tickets, and the only thing they could do was issue credit with the airline I had booked on. I expressed my dissatisfaction with the product they offered and advertised on their website, and informed them that both the product and promotion of it on their website was misleading. I was told there was nothing they could do, and when I pressed further, they provided me with the number for Berkely Travel Protection; part of the Berkely Group, who I then contacted. The representative I spoke with at Berkely told me the same thing as the expedia representative; that they could not issue a refund, even though I had purchased flight insurance, and the best they could offer was credit with the booking airline. When I told them this was unacceptable, they said I could submit a claim for review by mail, but to expect no less than a 30 day wait for a decision to be made before any refund could be issued, but that a refund was unlikely, since this option was not provided by the flight insurance I had purchased. As of this time, I have requested a cancellation of just my wife's ticket, and have received a credit with Alaska Airlines, which must be used within the next year, and is not transferable to any other airline. This to me is totally unacceptable, and completely defeats the purpose of purchasing flight insurance.Desired Settlement: I would like to be refunded the full cost of the round trip ticket purchase, which I have since cancelled. The possibility that I might need to change my travel plans is the only reason I purchased flight insurance, and I believe that anyone purchasing flight insurance through the expedia site would assume that the purchase of flight insurance would provide for a refund of airline ticket costs should a trip need to be cancelled.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly.

[redacted] contacted our office to initiate a claim for trip cancelation, having been advised by a representative at Expedia that he would be entitled to only a credit from his canceled airline ticket, rather than his requested refund. However, we have confirmed that [redacted] did not purchase the Package Protection Plan which our office administers. Rather, [redacted] purchased the Cancellation Only - Vacation Waiver which is administered by Expedia. This waiver provides the traveler with the option to cancel his or her trip for any reason and receive a refund of any cancellation fees assessed and a credit for the amount of the cancelled airline ticket. As has been explained to [redacted], the Vacation Waiver he purchased does not entitle him to a cash refund of his cancelled airline ticket from Expedia.

As [redacted] did not purchase the Package Protection Plan that we administer, he will have to address any questions or concerns regarding his cancelation and the Vacation Waiver with Expedia directly.

I trust that this information is satisfactory and, as [redacted] did not purchase the protection plan we administer, we have taken the liberty of closing his claim. Should you have any further questions, please feel free to contact this office.

Review: I went on a cruise with my family in Dec 2013, and purchased travel insurance thru Berkley. While on the cruise, I ate lobster for dinner which made me sick the following day. I had [redacted] and [redacted] I sought medical care and was seen by a nurse named [redacted] who prescribed medications for my symptoms. When we arrived in Cozumel, I wasn't allowed to leave the ship because medical personnel weren't sure if I was contagious.. Because of this I filed a claim for trip interruption. I contacted Carnival numerous times over a 2 month period but ultimately was told there was no completed medical form. I then contacted Berkley and was told this wasn't considered to be trip interruption since I didn't have end the cruise early.Desired Settlement: I want the price of the cruise and me and my husband's return airline fare since we returned home early.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint [redacted] states that we advised her claim for Trip Interruption was not available for consideration as she did not end her cruise early. On the contrary, as [redacted] provided no medical verification of her illness during her cruise vacation, we sent a letter to her on January **, 2014, advising that in order to further review her claim for Medical Expense benefits and Trip Interruption benefits we required verification of such illness. Further, though she indicated additional expenses were incurred for a Trip Interruption, [redacted] provided no documentation regarding items for which she was requesting reimbursement, in particular additional airline fees, taxi and hotel expenses. As such, we requested she provide copies of such expenses, as well as a brief explanation regarding what expenses were being claimed in our January **, 2014 letter. To date we have received no response from [redacted].

Upon receipt of this complaint we contacted the cruise line and were able to confirm that [redacted] did seek medical attention for an allergic reaction during the trip. We further confirmed that she was requested to remain in her cabin for one night to allow the medical staff to confirm that the illness was indeed an allergic reaction and was not contagious. As such, we have agreed that we are able to provide [redacted] with reimbursement of one day’s cruise fare during her period of isolation. Said reimbursement in the amount of $81.48, is being sent to [redacted] under separate cover. However, please understand that as [redacted] was not isolated himself, we are unable to provide such reimbursement to him.

With regard to [redacted]’s request for reimbursement for additional airfare for an early return home, please note that to date we have received no verification that the [redacted] did not complete the cruise. If they did in fact interrupt and return home early, we kindly request that they provide such documentation of this, as well as the corresponding receipts for any covered expenses incurred, for our review. Once we receive same we will be in a position to further consider the [redacted]’ 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 was told that since the insurance company could not acquire the medical records from Carnival that they were unable to proceed with the claim. No one from Berkeley ever mentioned that Carnival was contacted about my visit to the medical center. I have attached the credit card receipts for additional charges incurred (on my mother, [redacted]' card which I had to reimburse her for) for having to change mine and my husband's flights to an earlier flight home. Since there was no way I could have had Carnival stop the cruise just to take me back home I had to stay on the ship until the end. I believe that the company or the cruise should not offer "trip interruption" coverage if one can not file a claim. Just because Carnival did not document that I was seen in the medical center I am having to suffer for it.

As mentioned earlier, I have attached the credit card receipts for the flight change. We had a hotel room booked for the night we returned in New Orleans but had to cancel it. Luckily the hotel did not charge us for the late cancellation.

Sincerely,

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 remarks in answer to our response. We thank her for now submitting a copy of the credit card statement showing the additional airline expenses incurred for her and her husband’s revised return schedule. Please understand that had [redacted] provided this documentation as instructed with her original claim submission, or even when again requested in January, such payment could have been made at that time.

Further to [redacted]’s statements in her correspondence, and as indicated in our original response, this claim was never declined for lack of medical verification. Rather when [redacted] failed to submit such verification with her original claim submission, we simply requested she obtain same from the cruise line and forward to us. Please note that when we contacted the cruise line upon receipt of the original complaint, they were able to supply the documentation of [redacted]’s visit with the ship’s medical staff immediately. While it is the claimant’s responsibility to perfect his or her own claim, and supply whatever documentation and verification is needed, we did obtain this necessary verification on [redacted]’s behalf from the cruise line directly.

Based on the information contained in [redacted]’s claim submission and complaints, we trust that, with the forthcoming payment of the $55 per person change fees, this shall satisfy the outstanding claim and this matter is now closed. Should you have any further questions, please feel free to contact our office.

Review: I purchased insurance on a flight that I had to cancel due to health related issues.. When I contacted my Dr about the problem I didn't have the forms that were necessary to be filled out by him.. When Affinity did send them to me he wasn't in the office for the rest of the week, but I did see him the 1 st day upon his return to have the paper work filled out! I was denied for the papers not being filled out on the proper dates, but my Dr further stated that I was seen on the 1st day I was able to be seen that I had contacted the office but he was out at the time. My claim # is [redacted] & my adjuster name is [redacted]Desired Settlement: To be refunded my money by the insurance I purchased! I might as well hasn't spent extra to purchase it if it would not be paid!

Business

Response:

We have reviewed [redacted]’s complaint and are responding accordingly. In his complaint, [redacted] states that he canceled his scheduled flight due to health related issues. He states that his claim was denied because he did not have the claim form completed on the proper date. Please be advised this is, of course, not the reason for the denial.

Review: We rented a car from this Enterprise location for the weekend and returned it on Labor Day, 2013. The store was closed so we deposited the keys in the bin, as directed. The car was in perfect condition. Several weeks later, we received an e-mail from Enterprise claiming the car had been scratched and they included a bill for repairs. They included photos of the damage that appeared to indicate a scratch on the driver's side door. There were no time-stamps on the photos. In addition, the bill they included charged us for several things that did not seem relevant to the damage depicted - bills for labor charges on headlights, for example. We had purchased car rental insurance with AON Affinity Berkley Travel but both Enterprise and AON Affinity had a dispute, claiming that the other party was liable. Enterprise claims the car was not in their possession, despite being parked on their lot with the key in their bin, at the time of the alleged damage. AON Affinity claims the car was not in MY possession anymore since it was on Enterprise's lot. Now Enterprise is trying to threaten to send a bill agency to collect the bill - alleged damage which I am not responsible for, and which I had purchased car insurance against as a precaution!Desired Settlement: I would like the payment for alleged damage to be dropped as I was not and am not responsible for it, and had purchased car insurance as a protection against this unless it is to tell me it has been resolved. I would like the insurance company to honor their agreement and cover the alleged damage. I also would like to stop being contacted about this. I would also like any potential damage to my credit rating to be reversed if it has been affected or will be affected by this.

Business

Response:

We have reviewed [redacted]’s complaint regarding her claim for Car Rental Damage coverage. As indicated in [redacted]’s complaint, the plan purchased does provide such coverage in the event damages are sustained by the rental vehicle during the covered rental period. As [redacted] has advised, there was no damage noted during such rental period and she contends that when the car was left in the rental facility lot, the vehicle had sustained no such claimed damage.

Review: RE: Claim Number [redacted]Reference Number [redacted]We were on vacation on 12/**/14 and I purchased insurance from [redacted]. When exiting the plane in Panama City, I discovered that my computer and sun glasses were missing from the overhead compartment. The plane was full and we were one of the last ones to get on the plane. The flight attendant had to put our luggage in a compartment away from our seats. I contacted [redacted] and submitted everything they requested from me. Without me agreeing to a settlement they took the initiative of closing my case and sending me a check for $ 500.00. I contacted [redacted] and spoke with [redacted] and [redacted] on 3/ ** /15 and they informed me that my case was closed. It is not right that they took the initiative of deciding to close my case and send me the amount they thought was fair. I always ensure my personal belongings to avoid headaches. I feel that I have been getting the run around.Desired Settlement: I want [redacted] to reimburse me what I paid for my items.

Business

Response:

We have reviewed [redacted]s complaint and we are responding accordingly. In her complaint [redacted] advises that she is dissatisfied with the payment provided to her under the Baggage and Personal Effects Benefit of the travel protection plan she purchased. [redacted] submitted a claim to our office for the loss of two items from her luggage held in the overhead compartment on the plane, namely a laptop computer and a pair of sunglasses. As was noted on the Calculation of Baggage/Personal Effects Benefit which accompanied our payment, the payment of $500.00 was the maximum amount payable under [redacted]s claim. More particularly, while we understand the purchase price of her laptop was greater than $500, the plan contains a per article limit of $500. Accordingly, the most we were able to reimburse [redacted] for her laptop was the $500. Further, the plan contains specific exclusions to coverage under the Personal Effects coverage. The plan states the following: Items Not CoveredWe will not pay for damage to or loss of:… 4. artificial limbs or other prosthetic devices, artificial teeth, dental bridges, dentures, dental braces, retainers or other orthodontic devices, hearing aids, any type of eyeglasses, sunglasses or contact lenses; Accordingly, as the maximum reimbursement available for the covered item, namely [redacted]s laptop, has been provided, and the second item is specifically excluded from coverage, no additional reimbursement is due to [redacted] and no further payment shall be forthcoming. We trust that we have addressed the concerns raised in [redacted]s complaint and explained our position in this matter. Should you have any further questions, please feel free to contact our office.

Review: We booked a cruise July 2012 and bought travel protection from Berkely Travel. I was diagnosed with cancer in March 2013 and subsequently could not take the cruise scheduled for June *. Before we made final payment we were told we had insurance and were covered if we could not make the cruise. We thought we would be able to make the cruise all the way up until 2 weeks before the cruise my doctor said I had to have treatments and could not go. Bottom line is Berkely refuses to pay the claim stating that this was a pre existing condition even though we bought the insurance July 2012. They claim since we didn't make final payment until March it is a pre existing condition. The person at NCL representing Berkely by selling us the insurance did not tell us we would not be covered if we could not make the cruise. This company is immoral to sell travel protection insurance and then deny someone after getting a [redacted] and cannot make the trip. This seems to be their business model.

This was a Norwegian Crusie Line cruise. Apparently Berkely pays a commission to the NCL representatives to sell the insurance because they have always included it in our bill unless we specifically tell them to take it off. We have never had to cancel a cruise and use the insurance until now. We now see that the insurance is useless if you can get a [redacted] and have to cancel a cruise through no fault of your own and they refuse to pay.Desired Settlement: They should pay the claim and educate all the NCL representatives who sell their products to be truthful and tell customers not to make final payment on the insurance if you have any type of medical problem that could prevent you from having to file a claim. According to Berkely's logic, if someone has high blood pressure, they make a final payment on their cruise and then have a stroke due to the high blood pressure, they will deny the claim saying it is a pre-existing condition.

Business

Response:

We have reviewed [redacted]’s complaint regarding the denial of his request for a cash reimbursement.