Berkely Group

We have reviewed [redacted]’s complaint and we are responding accordingly. [redacted] had filed a claim with our office for Trip Cancellation reimbursement.   While the program purchased does provide a cash reimbursement in the event of a cancellation due to a number of specified...

reasons, both medical and non-medical, unfortunately, [redacted]’s reason for his cancellation was not among such specified reasons and therefore he was not eligible for a cash reimbursement.   [redacted]’s original flight was cancelled due to air traffic control issues, as per the information received from the airline.    A trip cancellation due to a flight cancellation or delay for such reason is not one of the specified reasons for cancelation under the program and therefore we were unable to provide [redacted] with his requested cash reimbursement.   Please note that the program does afford cash reimbursement if an individual is prevented from traveling due to a severe weather event en route to or at the port of embarkation within 48 hours of the scheduled departure for which the National Oceanic and Atmospheric Administration issues a Severe Weather Warning or Watch.   However, there was no such weather event occurring at that time, neither in [redacted]’s departure city nor en route to, or at, his destination, which precluded him from continuing his travel plans.  Rather, as already indicated, the cancellation of the flight on which [redacted] was booked was, as per the airline, as a result of air traffic control issues which affected that scheduled flight.    While we understand [redacted]’s disappointment with the determination made on his claim, please allow us to advise that though he was not eligible for a cash reimbursement under the terms of the program, the cruise line has provided a future cruise credit equal to 75% of the cruise fare withheld upon his cancellation.  In order to make use of these credits, [redacted] should contact the cruise line directly.   We trust this has provided clarification of the claims handling as well as an understanding that we must review each request in accordance with the terms and conditions of the specific program purchased.     Should you have any additional questions, please feel free to contact our office.

Review: It is difficult to get a man to understand something, when his salary depends upon his not understanding it. I called 10+ times over several month only to be given an epic run-around! I assumed Aon would act In Good Faith. The fact I am typing these words proves that an event (ie: when I purchased my ticket), 64+ days ago, which only lasted 15 minutes is directly interrupting my schedule TODAY (and causing my schedule to be SIGNIFICANTLY ALTERED). Imagine, say, if one had an event that lasted 32+ TIMES longer than 15min!! AND the event wasn't 64+ days ago...but 22 days ago! Now call that event “jury duty”.

Apparently, 22 days ago CAN NOT interfere with my schedule! Wow, thats quite a statement Aon! 64+ days isn't too long to significantly impact my schedule...yet in the same breath "22-days" is SOMEHOW SUFFICIENT REASON TO REJECT MY CLAIM ENTIRELY!! Are you joking? Regardless, your opinion IS NOT A FACT...it's by definition Aon’s OPINION. Aon’s opinion…is also simply flat out WRONG; because my schedule was impacted - THATS a fact! Aon says, “According to the court letter you submitted, you were to appear for duty on 10/**/15 which would not interfere with your scheduled travel dates. Therefore, we are unable to honor your claim.” What factual information directly supports this preposterous assumption that my schedule was not impacted? Please be specific and I expect the same degree of evidence I was required to give you.

I'm immune to events from 22 days ago, because you say so? Are you my business partner? Do I need to GoPro 22-day long video to prove I was busy and that a single day impacts my schedule later on in the month? If I do, why don’t you need any evidence to state I wasn’t busy and my schedule couldn't be impacted? I can’t call Aon today..because Aon isn’t open on 12/** (holiday). Even 365 days from now, you will still not be open. Aon operates on a schedule. I operate on a schedule. A single day impacts my schedule and does so significantly as is the case with Jury Duty here. This isn’t a crazy concept which takes a huge cognitive leap to understand - the past impacts the future. Why does this need to be a point at all, let alone hammered and argued over, if you’re acting In Good Faith?

-being directly involved in a documented traffic accident while en route to departure;

- 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;

-having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster;

-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 1 year prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self-employed persons.

I mean, the list goes on and on of the problems I've experience with Aon. For instance, Aon is REQUIRED to state each and every rule IN THE CONTRACT. I repeatedly called and asked for clarification on this "22-days special time frame", to no avail. There is no magical day be it 3, 18, or 22 that jury duty is suddenly invalid...if there was like in the case of Car Crashes (which need to be the same day as departure) it NEEDS to be CLEARLY stated in the contract next to Jury Duty. Ergo, the CONTRACT STATES JURY DUTY IS 100% A COVERED EVENT. AND I AM UNMISTAKABLY INSIDE THE COVERED TIME FRAME. If I'm not refunded my own money back I would’ve preferred being robbed in an alley because at least I wouldn’t lose time as well! Thank youDesired Settlement: Refund through the same payment processor I paid

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In his complaint, [redacted] advises that he disagrees with our determination on his claim. Please note that we have again reviewed [redacted]’s claim and have confirmed it was adjudicated correctly. Please allow me to clarify that [redacted]’s reason for cancellation was due to his work schedule and his inability to take the time off work that he had originally planned for this trip of 11/**/15 through 11/**/15. While we understand that [redacted] served jury duty on 10/**/15, several weeks before his travel dates, this jury service did not prevent him from making this trip, as is required under the plan. Rather, the impact to his work schedule following the day of such jury service made [redacted] determine that he was unable to take the additional time off from work scheduled for this trip and subsequently cancelled this trip on the day of departure, 11/**/15. While we certainly appreciate [redacted]’s decision to cancel his trip to attend to his business, such is not a specified reason for cancellation under the plan and we are unable to consider his request for reimbursement. We trust 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.

Review: My family and I booked a vacation through Cheap Caribbean to Jamaica. We were told that we were able to add AON Trip Insurance up until April *, 2014 as we payed for the trip in installments. The trip insurance was eventually added on April *, 2014. My mother was both diagnosed with [redacted] and had to have emergency surgery on April *, 2014. Before this date, my family was still scheduled to travel to Jamaica. After speaking with the medical team following the surgery, she was deemed unable to travel. We were forced to cancel the trip. After first canceling with Cheap Caribbean, the necessary documents were submitted to AON Insurance to support the claim. A few weeks later, we received a letter stating that we are not able to secure a refund for the trip as the medical reasoning for cancellation was "pre-existing." [redacted] is not pre-existing and there was no treatment received before April *, 2014 for [redacted]. This has been proven by the medical professionals involved and an appeal has been filed.Desired Settlement: I expect a full refund for the cost of the trip.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] states that her traveling party’s claim should not have been declined as her mother’s condition was not pre-existing to the group’s purchase of the protection plan. Unfortunately this is not correct. We have confirmed that the family made an initial deposit in February 2014 for this trip but did not choose to include the protection plan with their booking. Then, on April *, 2014, the family called the tour operator and advised that they had decided to add the protection plan onto their reservation and submitted the payment for the plan fees that same date. As such, the family’s effective date of coverage is April *, 2014.

Based on the information received, [redacted] entered the hospital on April *, 2014 for the condition which necessitated the cancellation of the travel plans, one day prior to the family adding coverage onto the reservation. [redacted] maintains that as her mother’s diagnosis was not received until April *, 2014, it is not pre-existing. However, based on the terms and conditions of the plan, a condition is considered to be pre-existing if, within the 60-day period prior to the effective date of coverage, the individual:

received or received a recommendation for a diagnostic test, examination, or medical treatment; or

took or received a prescription for drugs or medicine.

As [redacted] was hospitalized, undergoing examination, diagnostic testing and treatment as early as April *, 2014, the day prior to the family’s effective date of coverage, the condition which necessitated the group’s cancellation was indeed pre-existing to such effective date. Accordingly, the family’s reason for cancellation is not one that is covered under the plan and we are unable to consider their request for reimbursement.

?

We trust 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:

The insurance company has received supporting documents from the medical team stating otherwise. In addition, staff at Cheap Caribbean provided until April *, 2014 to apply the trip insurance. As of April *, 2014, the insurance was put on with the intention of the family still traveling. She was not deemed unable to travel until the day we cancelled later in April.

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

Sincerely,

Review: I purchase the Trips from Expedia go to Miami on 5/**/15 and also purchase Travel Protection insurance plan, I change my mine a day after , I call to cancellation my Trip from Expedia on 6/*/15 they agree cancellation for me right away so I am OK for that and tell me to call Aon Affinity where I purchase Travel Protection insurance plan tell them to cancel the plan . I call them and they are not agree to make cancel on the phone , they ask me to mail a letter to them to cancellation , and I did mail to them same day 6/*/15 and also send them an e-mail , I wait until today they did not refund to my account , also I try to call them several time and they ask me a lot of question and they said will call me back soon , but they did not.Desired Settlement: I want them to Refund .

Business

Response:

We have reviewed [redacted]’s complaint regarding his request for a premium refund for his and his party’s cancelled airline tickets. Please be advised that upon receipt of the complaint, we did confirm that [redacted]’s premium refund request was received in our office. Such request was approved and sent to Expedia for processing. We have confirmed that [redacted] was refunded for the full $96.00 on June **, 2015. Such refund was made back to the original form of payment. Should [redacted] have any further questions regarding this refund, he should feel free to contact our office As [redacted]’s premium refund has been processed we trust this matter is concluded. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

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

Sincerely,

Review: My son booked a plane ticket on Air Choice One out of St. Louis, MO, through Expedia. Chose the cancellation plan along with his flight because of the oncoming weather and that the event may be cancelled. Which is what happen. He called to cancel his flight and they told him because of the weather has cancelled the reason he would get his money back but had to call [redacted] - The Insurance carrier. When he called [redacted] they stated you could only get your money back if it was a death or sickness and a doctor slip to prove it. I believe that their false advertising as a Cancellation Plan should be changed to reflect you either die or deathly ill cancellation plan. It is funny that the Amtrak travel cancellation plan gave him a full refund, but he did not get anything from his cancellation of the plane ticket. I think this ticket price should be reimbursed of $101.70, but not the $19.00 for the travel protection plan. I feel that they are falsely labeling it as a cancellation plan with MANY RESTRICTIONS!Desired Settlement: Either refund my son his money, which was [redacted], Claim Number [redacted].

Business

Response:

We have reviewed [redacted] complaint on behalf of her son, [redacted], and we are responding accordingly. In her complaint, [redacted] advises that her son, [redacted], cancelled his travel plans to Chicago because the event he was to attend there was cancelled, as per the documentation submitted. Unfortunately, [redacted] 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. The following are the specified, non-medical reasons for cancellation which would make one eligible for reimbursement under the plan: 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 and was not under your control. 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. However, the cancellation of an event, such as the rally [redacted] was to attend, and for which he scheduled the trip, is not one of these specified reasons. As such, we are unable to consider this request for reimbursement on such basis. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided following the purchase 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] and [redacted] disappointment at the outcome of this request for reimbursement, we hope this has provided further clarification of the claim determination made and understanding that each request must be considered 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:

[Then they need to change the title of the cancellation plan - it should be a termination plan. I have used cancellation plans from Am track, Southwestern, etc. Not please and warn people in the St. Louis area about the policy. ]

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

Sincerely,

Review: I was on [redacted] and was offered travel protection by this 3rd party Berkely. I decided to purchase this insurance since the advertising noted that it protected you towards cancellations- Once I purchased this insurance and actually needed to use it I was informed that you could pretty much only cancel if you are dying....... The advertising for the plan didnt have all these details and I feel this company is using false advertising.Desired Settlement: I would like a refund for my $83 and I think you should look into these marketing tactics as they are deceiving

Business

Response:

We have reviewed [redacted]’s complaint regarding her request for a premium refund for her airline ticket. Please be advised that [redacted] first contacted our office requesting a premium refund on July **, 2014, concurrent with the filing of this complaint. We had no prior request for such refund.

Please note that the protection plan contains both medical and non-medical reasons that would qualify an insured for reimbursement under the terms of the plan. Further, these specified reasons are enumerated in the plan, which is provided in its entirety prior to purchase of the plan. As we had not been contacted by [redacted] previously, and were not afforded the opportunity to review her request and the reason for the cancellation, we would be unable to make any determination of her request. Had she initiated a claim, we would have been more than happy to review any documentation submitted with regard to such basis of cancellation.

Typically we would offer [redacted] the opportunity to initiate a claim with us for review. However, as [redacted] has indicated that she would simply prefer a refund of her plan fees, we have decided, solely as a goodwill gesture, to provide such premium refund to [redacted]. Please understand that with such premium refund, [redacted] will no longer have coverage under the [redacted] Total Protection Plan. Accordingly, she will be unable to file a claim with our office should anything go amiss before or during her September trip.

As [redacted]’s premium refund in the amount of $83 is currently being processed, we trust this matter is concluded. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

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

Sincerely,

Review: I rented a car through [redacted] on Oct ** with no deductible insurance and I retuned the car with little scratch on the front door of the passenger. I was charged by rental car company [redacted] $877 to pay the damages. I filled the claim to [redacted] to pay but they reimburse only $627 and they told me that I have $250 as deductible. I called the [redacted] and the [redacted] rental car about the insurance that I purchased on the web site was $0 deductible.

[redacted] want to pay the difference . This is not right and I need your help to resolve this issueDesired Settlement: [redacted] need to pay the coast in full

Business

Response:

We have reviewed [redacted]’s complaint regarding the payment provided under his Car Rental Insurance coverage claim. As indicated, this plan contains a $250 deductible which was appropriately applied to the payment made on [redacted]’s behalf to the rental agency. In his complaint, [redacted] asserts that the plan he purchased had a $0 deductible, though he submitted no documentation regarding this. Please understand that the plan offered at the time of [redacted]’s purchase did in fact contain a $250 deductible. As such, our payment less such deductible was indeed appropriate. While we are comfortable with our determination on this claim, we have, solely as a business consideration in this particular instance, agreed to make an exception and provide the additional reimbursement of the plan deductible, in the amount of $250.00, to the Damage Recovery Unit of [redacted]. Please understand that though this deductible is not a covered expense under the protection plan, and the original claim determination was proper. Payment will be sent to [redacted] under separate cover. Should you have any additional questions, please feel free to contact our office.

Review: Purchased insurance with [redacted]|Berkely Travel that was supposed to cover refunding price of plane ticket should I be unable to travel due to medical condition or death (my own or a family member). I am disabled, and the reality of having a medical emergency is quite high, which is why the insurance was purchased. They asked for documentation from my physician including authorization to the entirety of my medical records, which my physician thought was an unreasonable, terrible request from them - still, I signed it because I needed to recover the cost of the ticket.

With all of my records at their disposal, they chose to second-guess the physicians who had actually examined and treated me. So, I asked for the name of their psychic physician who thought s/he could better decide that I was able to travel than my own physicians. They responded again, without providing that information and I persisted. Then, they said that a physician did not review my records, office personnel did. I don't believe their non-licensed non-medical personnel have any right to override my physicians and this insurance is simply a scam.

Please, help me recover what they were contracted to deliver - a refund of my plane ticket.Desired Settlement: I want to recover $681.00 - the cost of the unused plane ticket. Claim #[redacted] for Ticket #[redacted]

Business

Response:

We have reviewed [redacted]’s complaint and are responding accordingly. In her complaint, [redacted] disputes the denial of her claim, including the qualifications of the individual who reviewed her claim submission. Please note that the plan [redacted] purchased 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 Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation. [redacted] booked her trip and protection plan on October *, 2013 for a trip on October **, 2013, returning October **, 2013. Accordingly, in order to qualify for consideration, the condition would have had to commence after October *, 2013 and [redacted] would have had to have been examined and treated by her physician at the time of her cancellation on or about October *, 2013. However, based on the information received, [redacted] underwent no such examination or treatment at the time of her cancellation nor while she was covered under the plan. Rather, the information submitted by her physician indicated this was a condition which began while [redacted] was in her 30s and the only noted examination or treatment indicated by [redacted]’s physician was on October **, 2013, the day [redacted] had her physician complete this statement and some nine days after her cancellation of the trip. As the information received to date indicates that [redacted] did not undergo any examination or receive any treatment from a physician for this condition at the time of her cancellation, her reason for cancellation did not meet the plan requirements and we were unable to consider her request for reimbursement. However, should [redacted] wish to afford us the opportunity to obtain additional medical information from her physician regarding the medical condition necessitating her cancellation, we would ask that she kindly sign and return the attached Authorization for Release of Medical Information. Please be assured that only medical information for the relevant dates pertaining to her cancellation would be requested. Unfortunately, until we are able to consider any additional medical documentation from [redacted]’s physician regarding her reason for cancellation, we will be unable to reconsider our position. 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:

My complaint has not been resolved because they have not refunded the cost of my plane ticket. Their response demonstrates clearly why I challenged the credentials of the employee making a decision about my medical condition and the justification for denial based on a pre-existing condition without the presence of a pre-existing rider in the policy. My [redacted] was diagnosed at age seven and any qualified physician would know that a [redacted] patient with [redacted] has an [redacted] that can attack any place in the body at any time, but can also have long periods of remission. A [redacted] would know that a patient who has dealt with this for over fifty years would know how to treat a flare-up and only need to see the doctor if the usual methods did not bring things under control. This particular flare-up was not resolved within a few days, I saw the doctor, went through months of physical therapy and treatments, and saw an [redacted] for what was billed as a minor surgical procedure before it was completely resolved in May. To be clearer, I, someone who is used to living with chronic pain, was in excruciating pain for seven months, with a locked shoulder much of that time that would have made traveling miserable and lifting a bag into an overhead compartment impossible.

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

Sincerely,

Business

Response:

We have reviewed [redacted] further

comments following our reply. Please

understand that the plan is very clear in the requirements for a cancellation

due to a Sickness. As previously

advised, a cancellation due to an illness must meet the following plan

requirements:

Review: I purchased a trip through [redacted] including the "cancel for any reason" insurance enhancement through Aon Affinity. I had already paid $581 when I decided to cancel the trip. After submitting a claim through Aon I have only received $162.79 back. I feel I am being cheated and would like a total refund. This amount is basically what I paid for the enhanced insurance and I would have done better changing the dates.Desired Settlement: I want all of my money back or to cancel the claim and be given a voucher for the full amount paid.Thank you

Business

Response:

We have reviewed [redacted]’s complaint regarding the claim payments made on her claim. Please understand that when [redacted] initiated her claim, she did so without requesting a claim on behalf of her traveling companion. As such, only a claim for [redacted] was initiated and paid. Following receipt of this complaint, we did reach out to [redacted] to determine the basis of her contention. We have confirmed that [redacted]’s travel companion also cancelled her travel plans. As such, we are working with [redacted] to have her traveling companion submit a claim on her own behalf. Once we are in receipt of the completed claim form from the companion, we will be happy to finalize her claim as well. We trust this shall address the concerns raised in [redacted]’s complaint. As we are currently working with [redacted] and her companion on the finalization of the outstanding claim, we presume this shall conclude this matter. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

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

Sincerely,

Review: On January **, 2014, I booked a Birmingham, Alabama, hotel through [redacted]. Along with the hotel booking, I purchased an insurance policy from AON (Berkely Travel). The hotel booking was for January ** - January **. Due to a blizzard and dangerous storm, roads were closed in the city of Birmingham. I could not reach my destination without breaking city laws. This storm made national news due to the severity and official shut down of the city, which caused cessation of travel services. I completed a refund claim (#[redacted] to AON (Berkley Travel) on January **, 2014. On February **, I received a letter (dated 2/**/14 and signed by [redacted]) that my claim has been denied.Desired Settlement: To refund the amount of $218.22 minus $10.00 charge for the insurance.

Business

Response:

We have reviewed [redacted]’s complaint regarding the denial of his claim for trip cancellation due to the flight cancellation he experienced. The plan does provide coverage for a cancellation in the event of a Natural Disaster, which is defined in the plan as such an event causing a complete cessation of travel services at the point of departure or destination of the trip. When [redacted] submitted his claim he provided no such verification and, as such, we were unable to consider his claim. As it is the responsibility of the claimant to perfect his or her own claim, submission of such verification would have been required. However, upon receipt of the complaint we took it upon ourselves to further investigate the two points of travel for [redacted] and the conditions under which the flight cancellation was made.

Review: Purchased tickets to fly out to California where my sister was in Coma and on life support. Unaware she had passed 2 hours prior I purchased them with flight insurance. I purchased the tickets for my mom and brother who live in NY.

[redacted] refused my claim because she passed prior to the purchase of the tickets. I tried to explain there was a (2) hour difference, that we lived on opposite coasts, and the activity (death & purchase) happened very late in the evening. They will not consider my request for a 2nd evaluation. Dealing with Sisters Death, and being out the $4000 for the two tickets is a lot to take and for Aon to be so inconsiderate.

Thank you

[redacted]Desired Settlement: I wish to recover the money for the tickets since that was the reason for purchasing the insurance

Business

Response:

We have reviewed [redacted] complaint and we are responding accordingly. Please note that [redacted] provided information in her complaint not previously provided to our office. Based on this new information, we have agreed to make a business consideration and provide reimbursement to the insureds. Please note that the plan [redacted] purchased on behalf of her mother and brother contains a listing of specified reasons making one eligible for coverage under the Trip Cancellation benefit. However, the plan requires that the reason for cancellation occur after the effective date of coverage. Important: The covered reason for cancellation or interruption of your Covered Trip must occur after your effective date of coverage. Based on the information originally received, the effective date of coverage for the booking in question was 12/**/15. However, the date of death of [redacted] sister was the day prior, 12/**/15. As such, the reason for the cancellation, the death of [redacted] sister, was not a covered reason under the Plan, as per the above requirement. However, upon receipt of the additional information [redacted] included with her complaint, in particular the timeline of events, we do now understand the particulars of this situation. While the protection plan was indeed purchased after [redacted] sister’s death, we have agreed to honor the claim and provide the requested reimbursement to the insureds. Accordingly, payment to [redacted] and [redacted], in the amount of $1922.20 per person, will be forthcoming. We trust we have responded to the concerns raised in [redacted] complaint. Should you have any further questions, please feel free to contact us.

Consumer

Response:

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

Sincerely,

Review: I was not able to attend a cruise due to a bad episode with my Back as I am needing surgery and even after sending many emails, letters from myself and my doctor. Many phone calls from myself, Aunt and Grandfather who paid for my ticket for our family trip. AOL keeps sending me multiple request after they already have the same information that they want AGAIN. This has been going on since May of 2014 and it needs refunded. Before insurance was even bought they double checked to make sure it would be covered and was told yes. Trust me there is nothing more I would have liked then going on a cruise with my Grandfather as my Grandma just passed. Family was always of utmost importance to me, making it traumatic that my back made it almost impossible to even get out of bed, let alone walk. This needs to be taken care of. When I call I get no one, they won't talk to me.Desired Settlement: I would like my grandfather to be refunded in full and since it has caused so much grief they need to add the interest that he has had to pay for the extra stress they have caused our family.

Business

Response:

We are in receipt of the complaint filed by [redacted] and are responding accordingly. [redacted] cancelled her scheduled trip due to her own medical reason. In order to determine that the reason for the cancelation meets the plan requirements, sufficient medical documentation is needed. However, the original submission from [redacted] did not contain such medical documentation and we had to request she submit such additional information. I am pleased to advise that we have now completed our final review of all pertinent information submitted and are now able to make payment on the claim. Accordingly, payment in the amount of $549.00 will shortly be sent to [redacted] directly. As this claim is now settled we trust this will conclude this matter. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

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

Sincerely,

Review: I was forced to cancel my trip due to chronic back issues. I was asked to have my provider render a letter of my back issues in addition to medical records Berkely Travel examiner required in order to consider my refund to no avail. There policy is written with implications of never rendering a refund. We did exactly what Berkely asked of us and they still denied our claim for the second time.Desired Settlement: For Berkely to render a refund after completing the requirements they asked for in order to do a refund. At least for Hotel deposits.

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 a medical issue. He states that his denial was inappropriate as he had his physician render him a letter advising of his back issues. Unfortunately, simply obtaining a letter from a physician is not sufficient. The medical information must confirm that the reason for cancellation meets the plan requirements.

Please note that 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.

In this instance, the medical information received confirmed that [redacted]’s condition did not begin while his coverage was in effect nor did he in fact undergo an examination or receive treatment at the time of his cancellation. As such, [redacted] did not meet the plan requirements for a cancellation due to a medical condition and we were compelled to deny his request for reimbursement.

More particularly, from the information received, there is no indication that [redacted] suffered a medical condition that began while he was covered under the plan, from the date he purchased the plan on August **, 2013 through the time of his cancellation on September **, 2013. Further, we have confirmed with [redacted]’s office that there is no record that [redacted] underwent an examination and treatment at the time of his cancellation. Rather, the information received indicates that the condition which precipitated the [redacted]’ cancellation was one for which he was treated in June 2013, well prior to his purchase of the plan and the cancellation of the travel plans.

As the information received confirms that [redacted] did not undergo any examination or receive any treatment from any physician for a condition commencing on or after August **, 3013 with an examination or treatment received at the time of his cancellation on September **, 2013, the reason for such cancellation does not meet the plan requirements and we are unable to consider his request for reimbursement.

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

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 apologize for not responding to the above compliant. I just received the email and never saw any of the others. Berkely's policy in my opinion is one of which lays claim to clients reimbursements with no intent of ever reimbursing the client. That's why it's written the way it is. Once your hard earned savings/ money has been released and for any unfortunate reason your plans change, you can count on never receiving a refund from Berkely. This is the same company that denied a claim or reimbursement for a lady who was diagnosed with cancer after planning a trip and had to cancel. Companies as such push around the consumers with their convaluted policies and lose no sleep doing it nor do they render any morals. Our plight will be escalated to a legal compliant level ie; litigation and or arbitration to abolish unfair policies. We've been dealing with this company since September of 2013. It's about the principle now.

Review: Bought a airline ticket for our daughter in November to travel back to New York after staying several days for Christmas in 2013. Bought the insurance from this company just in case she would be delayed due to weather or sickness ect. so we would be covered one way or another. Our daughter arrived on Dec. [redacted] 2013 and we were advised that she was let go due to not accepting unwanted advances that her bosses father had made to her. I contacted the insurance company several days before her flight was due to leave and advised them of the termination and they sent the paper work over the internet, even though I had requested it sent in paper form also. I had sent them the termination papers as well as her unemployment papers from NY as they had requested. We received on 02-**-2014 papers from AON stating that [redacted] had to be employed for at least 3 years before her termination which was not disclosed in any of the paperwork provided with the contract. I contacted our family attorney and he will assist in this case due to the non-disclosure of the employment terms. We are requesting a 10 day demand for the total cost of attorneys fees of $100.00 and the complete cost of the ticket and insurance.Desired Settlement: Attorneys fees of $100.00 and the entire cost of the airline ticket and insurance.

Business

Response:

We have reviewed [redacted] complaint which he filed on behalf of his daughter, [redacted], and are responding accordingly. [redacted] states that he had purchased an airline ticket for his daughter to return home after her visit with the family for the holidays. However, while with her family in Arizona for the holidays she learned that she was released from her employment. Accordingly, as she no longer needed to return to Buffalo, she cancelled her scheduled flight and submitted a claim for reimbursement of the unused airline ticket.

Review: I purchased a travel insurance policy from Aon Affinity (agent for Transamerica Casualty Insurance Co) for a cruise I was taking with Crystal Cruises in Mar-Apr 2016. I was booked to fly to Shanghai, China on 3/30/2016 and the cruise was to start on 3/31/2016 from Shanghai. On 11/04/2015 I cancelled my reservation for the cruise because I realized that I would not be able to get the required visa for China. My Passport does not expire until January 2017, but I have NO BLANK PAGES in it for the China visa -- only SPACES on 8 PAGES for rubber stamps. I cannot RENEW my Passport because it would invalidate my visa for Russia, which I already have in my Passport for a trip in May 2016. The Russian visa is good until June 2016. After my trip to Russia in May 2016, I will then renew my Passport.

I cancelled my reservation 4 MONTHS and 26 DAYS before the cruise was to begin. I paid $1039.00 for the travel insurance policy. The Policy is No. MZ0911122H0004A with Transamerica Casualty Insurance Company.

Aon Affinity will not refund ANY of the $1039.00. I paid for the travel insurance policy. The agent that I booked my cruise with says that a refund will be given ONLY if the policy is cancelled within 10 days!!! That is absolutely OUTRAGEOUS and UNFAIR!!! Who is going to purchase a travel insurance policy and then cancel it within 10 days?? I feel that I should be refunded the total amount of $1039.00 as I canceled my policy almost 5 MONTHS before the cruise. I am being cheated out of $1039.00!!!Desired Settlement: I would like a refund of the TOTAL AMOUNT I paid for the travel insurance policy of $1039.00.

Business

Response:

We have reviewed [redacted] complaint regarding her request for a refund of the protection plan fees, in the amount of $1039, which she paid in conjunction with her scheduled Crystal Cruise in March and April 2016. Please note that the plan [redacted] purchased is non-refundable after the initial 10 Day Right to Examine period. As [redacted] purchased this plan on April **, 2014, approximately one and a half years before she cancelled the trip, she was well outside this 10-day period to cancel the coverage. Accordingly, [redacted] is not eligible for a reimbursement of the plan fees paid for this coverage.

However, as a courtesy, we did contact the travel supplier to determine the state of the booking and any penalties assessed thereon. We did confirm that there were penalties assessed on [redacted] booking in the amount of $400. Taking into account the risk which the carrier has held since April **, 2014, and while we are comfortable with our determination on [redacted] request, we have, solely as a business consideration in this particular instance, agreed to make an exception and authorize a partial refund of the plan fees. We have agreed to provide a refund of the plan fees less the exposure to the carrier at the time of cancellation – namely the $400 penalty assessed on the booking. Accordingly, we did agree to provide [redacted] with a reimbursement in the amount of $639. Please understand that, though [redacted] is not eligible for such refund, it is being provided solely as a consideration.

We did reach out to [redacted] and advise her of our decision and she indicated that she was pleased with the outcome. The refund will be forthcoming to [redacted] from the travel supplier in the same manner that the payment was received.

We trust this concludes the matter. Should you have any additional questions, please feel free to contact our office.

Consumer

Response:

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

Sincerely,

Business

Response:

We have reviewed [redacted] additional comments regarding the premium refund she had requested. As previously advised a premium refund in the amount of $639.00 was agreed to and was being provided by the tour operator directly. In [redacted] communication of January **, 2016, she advised she received confirmation of only a portion of such refund, in the amount of $440.00, having been provided.

Please be advised that we did reach out to the tour operator to confirm the refund provided. We have been advised that two separate refunds were processed for [redacted] on January *, 2016, both back to their original forms of payment. More particularly, one refund in the amount of $440.00, was provided to [redacted] to her credit card ending in 0020, and a second refund, in the amount of $199.00, was provided to [redacted] to her credit card ending in [redacted].

As these two refunds equal the agreed upon refund of $639.00 we trust this matter is now concluded. Should you have any further 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. My [redacted]nding in [redacted] was cancelled August **, 2015 because of fraudulent activity. I called [redacted] to ask them if the credit of $440.00 to that OLD account would be put on my NEW account ending in [redacted]. Mickala said that it was put on my NEW account and would show up on my next month's statement. The $199.00 refund was credited to my [redacted] Credit Card ending in [redacted]. The $440.00 and $199.00 total $639.00 which is what I should have refunded to me. So, it looks like the matter has been resolved.

Sincerely,

Review: I purchased a travelers' protection plan with this company on Nov. **, 2014. The protection plan was to protect my wife, her sister, and I to protect the amount we paid for the airline tickets in case the church reunion was cancelled. We were ready. Our hotel books were booked. We were going to visit The Holy Land in Orlando, Florida during our reunion visit. Unfortunately for us and many others, the reunion Planning Committee canceled the event. Once we received the cancellation notice from the Planning Committee Chair, I immediately contacted [redacted] via email requesting a claim form. I also spoke with a representative over the telephone about this matter. She wasn't very empathetic about the event cancellation. After I received the Claim Form, it and 13 pages of correspondence from the chair regarding the church reunion was faxed to [redacted]. We are simply requesting a $865.41 refund for our airline tickets. We will never know why the committee cancelled the reunion that would have been held in Florida from July [redacted], 2015. But we do suspect that it may have been related to the chairperson ill father. Her father is also the retired pastor of the church where members traveling throughout the US to reconnect. We sent [redacted] fourteen pages of correspondence from the beginning with planning the reunion to the point that it was canceled.Desired Settlement: We simply want our money back. In good faith, this company should have easily reimbursed us. Although, the Claims Examiner cited the company's provision, the cancellation was something totally out of our control. We also had to cancelled our hotel reservation, which was no problem. [redacted] is not providing exceptional customer service and the rest of the world needs to know what to expect when dealing with this company.

Business

Response:

We have reviewed [redacted]’ complaint and we are responding accordingly. In his complaint, [redacted] advised that he, his wife and her sister cancelled their travel plans to Orlando because the church reunion they were to attend there was cancelled due to lack of participation, as per the documentation submitted. Unfortunately, [redacted] and [redacted] and [redacted]’ 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. The following are the specified, non-medical reasons for cancellation which would make one eligible for reimbursement under the plan: 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. a Terrorist Act which occurs in your departure city or in a city which is a scheduled destination for your Covered Trip provided: The Terrorist Act occurs within 30 days of the Scheduled Travel Date for your Covered Trip;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;f. your Host at Destination is hospitalized or dies (applicable only to Flight Cancellation);g. a Natural Disaster occurs, which causes a complete cessation of travel services at point of departure and/or destination;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; ori. your, a traveling Immediate Family Member's or Traveling Companion's approved, written military leave is involuntarily revoked as a result of being temporarily or permanently reassigned, being called into active military reserve or an extension of deployment beyond a defined tour of duty within 30 days of departure. All leave must be approved prior to the Policy effective date. However, the cancellation of an event, such as the reunion [redacted] and [redacted] and [redacted] were to attend, and for which they scheduled the trip, is not one of these specified reasons. As such, we are unable to consider their request for reimbursement on such basis. While we understand [redacted] and [redacted] and [redacted]’s disappointment at the outcome of their request for reimbursement, we hope this has provided further clarification of the claim determination made and understanding that each request must be considered in accordance with the terms and conditions of the plan purchased.

Consumer

Response:

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

Sincerely,

Review: I purchased the insurance plan on 12/**/13 after being advised to by [redacted]. After receiving the documents via email, I read through it and realized it was not what I was needing and I sent an email inquiry requesting to cancel the insurance and get a refund. This email was sent 12/**/13, only 1 hour after the plan was purchased. I then printed the email and sent it via regular mail to the address listed in the insurance documents. I followed all the requirements listed in Berkeley's "Ten Day Right To Examine" which is copied and pasted here = If you are not satisfied for any reason, you may cancel your coverage within 10 days of your receipt of this document. Your premium will be refunded, provided there has been no incurred covered expense and you have not departed on your Covered Trip. When so returned, the coverage is void from the beginning. Request a refund in writing by providing your contact information as well as copy of your plan description to our authorized agent, Aon Affinity Berkely Travel, [redacted].

So I sent an email an hour after purchase so that they would know I was trying to cancel before my trip departed, then sent it via regular mail as it states to do. I received a response via email on 1/*/14, advising me to go to their website and fill out a claim form. Which I did, although the forms did not apply to just canceling the policy, but I filled it out, along w/a letter saying I just wanted to cancel, also included all emails up to this date and faxed them on 1/*/14. Never heard anything from them until 1/*/14 via email, stating they received my claim request and would be in contact in 2-3 days. Never heard anything. On 1/**/14 I sent an email advising I've been trying to resolve an issue since 12/**/13 and they were not responding in a timely matter. 1/**/14 I received an email back advising due to severe weather they were delayed w/claims and I would receive another claim form within 3-5 days....ok so now I have to fill out another? Got the claim form via email the next day, filled it out again, included all emails and another letter and faxed it, same day 1/**/14. On 1/**/14 I received an email they had received my claim form and would be in contact if they needed anything else. Never heard anything again so I sent an email asking about the status on 2/*/14 and received an email back the next day stating they needed more information. They are now requesting my grandmothers death certificate to process the claim. I am not going to go through all the trouble of getting the death certificate when that is not needed to cancel the claim from the beginning. I tried to cancel it and get a refund an hour after I bought it. It's absolutely ridiculous how long they take and how many times I have to keep checking the status, I've filled out the claim form that doesn't even apply to me twice, sent numerous email which I have, sent separate faxes and letters of my request, which I also have, and now they want the death certificate?! At this point I feel there is no way to get resolution from this company without outside help.Desired Settlement: Refund in the full amount of $63.00 in a timely manner. It's already been over a month, almost two months now that I've been trying to cancel the policy

Business

Response:

We have reviewed [redacted]’s complaint regarding her request for a premium refund for her husband’s cancelled airline ticket. Please be advised that upon receipt of the complaint, we took the necessary steps to correct the matter and obtain the premium refund for [redacted]. The refund was provided back to the [redacted]’ credit card on February **, 2014. We apologize for the oversight that had originally misdirected and delayed [redacted]’s request.

Review: In January, 2013, my husband. [redacted] and I booked a vacation to Jamaica (scheduled for November, 2013) with Cheap Caribbean, and took our cancellation insurance with AIS Affinity Insurance. The policy specifically states we can cancel for any reason. We paid a deposit of $1,878.14. In April, 2013, my father called me and told me my mother had been hospitalized with a severe [redacted] and was in critical care. My parents live in England, so I had to book a flight there and back. The cost of the round trip flight on British Airways was over $1,000.00. I was in England for 3 weeks in April attending to my mother after she was released from the hospital, and incurred additional expenses while there. I had to use money for this emergency trip that we had set aside for our Jamaica vacation. We were not able to replace this money, so we had to cancel our vacation with Cheap Caribbean. We were advised to submit a claim to AIS Affinity (Berkely) Insurance which we did, completing all required paperwork and submitting it to them on August [redacted], 2013. During the [redacted] week of September, 2013,having not heard from the insurance company, I called them and was told they "were looking into the claim." Three weeks have since elapsed and we have not received a refund. I called the insurance company again today, October, [redacted], 2013, and was again told they "were still looking into the claim." We want our refund as our policy states were are entitled to receive.Desired Settlement: Our policy states we can cancel for any reason. We have provided proof that the reason for our cancellation was a medical emergency of a family member. We can our refund immediately.

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 booked with Carnival Cruise to travel on the Triumph, May ** through **, 2014. I was part of a group celebrating a family member's birthday. I paid all fees even travel cancellation insurance via Berkley. I booked the cruise in February. I was not able to travel due to ongoing medical issues from a work related injury sustained in 2010. I was and am still currently under the workers comp. umbrella. At the time of the decision to travel, I had expected to be medically ok to travel. However, issues developed in which I had to incur additional medical treatments resulting from 4 discs popped in my back and two shoulder surgeries. Due to these additional treatments and not being certain if I needed specific medical attention away from my treating doctors, if I would be in a position to receive it, I reluctantly and disappointedly cancelled.

I cancelled through Carnival and also went on line and requested claim forms from Berkley Travel (AKA--Aon Affinity). I mailed completed forms to Berkley on **-**-14. I later contacted Berkley weekly to check on the status of my claim and to make sure they had all required forms completed. Each time weekly(on a Monday) I was assured they had the information and the processing was being handled. I also questioned why it took them 8 days to receive and began processing my package. They gave me a pony and circus response which in fact, made it necessary to call and check the status weekly. Each time I contacted them, their response was they had received all paper work and claim was been processed and that it took 3 weeks from the date they received it (05-**-14) to complete.

Yesterday, June *, 2014, I called about the status as I have done for the previous Mondays and was told that they need document from my doctor to be completed. I asked why were they now alerting me of this and that I sent my most recent Workers Comp work status report with the package. They said they had notified me and I recaped the previous actions listed with them and their response was "Well, we have to have this before we can process form".

I disagreed with their decision and took the approach and understanding from their tone that it was just another tactic to hold on to my money. They again kept insisting that the form was required and it would cause my claim not to be processed. I became irritated going back and forward with them, until I said "We will agree to disagree and I will expect my refund back to me on the date previously dictated June **, 2014. and....if I don't have my refund I will take additional actions afforded me to collect my money."

Today, June **, 2014, I called Carnival Cruise and explained my circumstances. They were kind enough to do three way with Berkley's representative [redacted] added new responses that had not taken place until he stated them today via the phone call. He again maintained that they had attempted to contact me, no they had not....I was the one calling weekly checking on the status. I told [redacted] the same as stated about medical issues previously and he maintained my doctor had to complete his form. I asked him to leave the conversation and began talking with the young lady from Carnival Cruise.

She was apologetic and I told her I was never given these instructions until now, it is the principle of the matter to me. My workers comp status report lists what my restrictions are which include walking, standing, sitting, reaching, climbing, pulling, picking up items within a certain limitation. This would have again made it impossible for me to cruise effectively with the group.

Berkley Travel should be required to refund me ASAP.Desired Settlement: I expect my full refund to be posted back to my card on file by due date of June **, 2014 from Berkley.

Business

Response:

We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] indicates that she cancelled her scheduled cruise due to her own medical condition, an injury she sustained in 2010. As verification of this injury, she submitted a Workers’ Compensation Work Status Report. This report confirms that [redacted] is fit to return to work, with certain restrictions, as of 4/**/14, approximately one week prior to her scheduled cruise on 5/*/14. [redacted] contends in her complaint that this is sufficient verification of her medical condition.

On the contrary, based on the limited information we have been provided with at present, we have no information confirming that [redacted] suffered from a sickness or injury as defined in the plan at the time of her cancelation. More particularly, we would need confirmation that [redacted] suffered from a sickness or injury that was diagnosed and treated at the time of the cancellation of her cruise vacation. Further, this condition could not be one which presented, worsened, became acute or had symptoms that caused [redacted] to seek diagnosis, care or treatment in the 60 days prior to her purchase of the protection plan. In order to make that determination, additional medical information is necessary. To that end, we sent a letter to [redacted] on 6/*/14, advising [redacted] of the need for additional medical information and documentation.

Please understand that a cancellation due to scheduling conflict as a result of an individual’s return to work is not a covered reason for cancellation. Further, in order to consider [redacted]’s claim based on the medical condition itself, additional medical information will be needed to confirm that the condition does not fall under any plan exclusions. Accordingly, we have requested copies of [redacted]’s medical records for the applicable time period. Once this information is received, we will be able to make a final determination on her claim.

With regard to [redacted]’s comments regarding her contact with our office, please understand that during each conversation [redacted] had with our representatives, she was advised of the additional information needed to further the claim process. In addition, 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 medical documentation to continue our review. Once this documentation is received, we will be able to continue our review of her claim.

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.

Review: I bought travel insurance through this company on [redacted]. I was not able to go on my trip, then I requested a refund for my lost airline ticket fare from Berkely Group. I sent them all the documents they asked me for. A few weeks later, they claimed they issued me a check which was sent to the same address they have been using to correspond with me. I never received the check, when I called them, they claimed the mail was miraculously undeliverable and was returned to them even though they used the same address before to request documentations from me. I verified the address and it was the correct address. Then they claimed they sent the check again and I never received it. I suggest to pick it up from their office since I do not live far from them, and they told me they do not receive any client in their office. It's just a fictitious check I have been awaiting for that is never coming. They think I am just stupid. I am also going to file a complaint with the attorney general office about this company. Stay away from this company. It's all fictitious.Desired Settlement: I want my money.

Business

Response:

We have reviewed [redacted]’s complaint regarding the delayed receipt of his claim payment and we respond accordingly. [redacted]’s claim payment was sent to the [redacted] address he provided to our office on May **, 2014. This check was returned to our office on May **, 2014, undeliverable. We contacted [redacted] to confirm his mailing address which he did. We then resent his check on May **, 2014. [redacted] called our office on June *, 2014 advising that he still had not received the check. We again confirmed the mailing address in [redacted]. The check was subsequently received back in our office undelivered on June *, 2014.

Concurrent with our receipt of the returned check, we received the subject complaint. We immediately reached out to [redacted] and advised him that, as per the “Return To Sender” sticker affixed to the returned envelope, it indicated that the Forward Time of his forwarding order had expired, thus the repeated return of the check. We offered [redacted] the opportunity to come to our office to pick the check that day which he did. Though we are not typically a walk-in center, as we wanted to make sure he received the payment as soon as possible, we welcomed him to pick up his check. Attached please find a copy of the documentation showing the expiration of the forwarding order as verification of the issue that arose for [redacted].

Please allow me to confirm that [redacted] received his claim payment on June *, 2014. As [redacted] has received his claim payment, we trust this matter is now closed. Should you have any additional questions, please feel free to contact our office.