Genesis Homes

CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated 08/29/16, notifying us of the complaint filed by Mr [redacted] .Mr [redacted] purchased his travel insurance plan on 04/07/At that time a Policy Confirmation Letter and Description of Coverage were emailed to the address provided of [redacted] The Confirmation Letter encourages the insured to review the policy documents, and if not satisfied within days, they can request the policy be canceled and the premium will be refundedThe 10-day free look period is also listed in the Description of Coverage along with the plan's coverage and coverage restrictionsIf the customer does not request a policy cancellation within the 10-day free look period, it is presumed that the plan has been found acceptable.CSA Travel Protection does not administrate any plans for [redacted] that includes cancel for any reason coverageMr [redacted] may be referencing in his complaint a plan offered through another company.Copies of the Policy Confirmation Letter and Description of Coverage are enclosed.If you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Please ensure the claim number is included with your response.Sincerely, [redacted] Claims Department

Dear Mr [redacted] :CSA Travel Protection and Insurance Services represents Generali U.SBranch as the administrator of the travel protection plan that was purchasedWe received your email dated December 19, 2017, notifying us of the complaint filed by Mr***.Mr [redacted] had a [redacted] Rental Car reservation for July 27, to August 10, The travel insurance plan was purchased on July 24, At that time a Policy Confirmation Letter and Description of Coverage, Outlining the plan's Coverage and coverage restrictions, were emailed to the address provided of [redacted] .comMr [redacted] reports that on August 09, 2017, while the rental car was parked at his home, someone broke a window and stole some personal items from the vehicleA claim was submitted for the $in sustained damage as charged by [redacted] Rental Car.The policy provides Coverage for damage to a rental car when certain conditions are metAs shown in the plan under the heading "RENTAL CAR COVERAGEIf you rent a car while on your Trip and the car is damaged while in your possession due to Collision, theft, vandalism, windstorm, fire, hail, flood or any cause not in your control, or the car is stolen While in your possession and not recovered, we will pay, up to the amount in the Schedule, the lesser of:athe Cost of repairs and rental charges imposed by the rental company while the car is being repaired; orAs defined by the policy, "TRIP means:A period of round-trip travel at least miles away from Home, excluding regular commuting and local travel; the purpose of the Trip is business or pleasure and is not to obtain health care or treatment of any kind; the Trip has defined departure and return dates specified when you purchase the coverage; the Trip does not exceed days in length".Mr [redacted] rented the vehicle for local transportation in his city of residence, and not for round-trip travel at least miles away from his HomeThe damage did not occur while Mr [redacted] was on a covered Trip as defined by the policyTherefore, there are no benefits payable for this loss.At the time of the insurance purchase, the Policy Confirmation Letter encouraged Mr [redacted] to review the policy to determine if it Would meet his needsNormally, a premium refund would not be available after the travel dates have passed and a loss has occurredThe Underwriter has reviewed this matter and determined that a refund of the plan cost will be issued as a customer service gestureThe refund will be Credited back to the Credit card used to purchase the plan.If you have any questions, please feel free to contact us at ###-###-####, by email at claimsQCsatravelprotection.com or by FAX at ###-###-####Please ensure the claim number is included with your response.Sincerely, [redacted] | SrTechnical Claims Specialist

Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated May 09, 2015, with the additional information submitted by Ms [redacted] .Ms [redacted] still feels that our advertising was misleading and requests that we reconsiderpayment of the claimUnfortunately, we are unable to change our decision.Ms [redacted] canceled the trip due to illness, but did not seek in-person treatment by a doctoras required by the policyWe did confirm with [redacted] that a Description ofCoverage, outlining the plan's coverage and coverage restrictions, was emailed to Ms [redacted] at the time of purchase.In order to remain fair and consistent, we must abide by the terms and conditions set forth in thepolicy when processing claimsPolicy requirements that would allow payment of the claim werenot met, and we must again deny payment.If you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] .Sincerely, [redacted] ***SrTechnical Claims Specialistcc: [redacted] / Director of Claims

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.An evacuation is not defined quantatively which means or more person can be evacuated nor does the contract state who or what has to order the evacuation The policy simply states that one has to occur for the policy to be activated I challenge CSA to refute this, by showing where in the contract it defines who has to order the evacuation or that there is a quantitate value assigned to the term "evacuation" CSA Travel Protection has acknowledged that an evacuation occurred and that the property was uninhabitable by previously agreeing that the property manage denied access to the property Failure to do so is an acknowledgment that there is no legal bases for the company not to pay the amount requested, as required contractually As for CSA's claim that the home was accessible: they have already acknowledged in the previous correspondence that the property manager told me not to come, which as a result canceled the vacation While it is inconsequential to the contractual obligation CSA has to its policy holders it is not unreasonable to expect a person to sit around and wait to gauge the extent of the damage of a hurricane as other financial factors such has air fair and car rentals had to be considered, based on the property managers evacuation of the property in preparation for the Hurricane CSA is selling insurance policies that the company has no intention of paying...that's illegal Regards, [redacted]

CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated 1/10/17, notifying us of the complaint filed by Ms [redacted] .This claim was reviewed by the underwriter and will be paid as an accommodationThepayment, totaling $584.00, should be mailed out shortly.If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-Please ensure the claim numberis included with your response.Sincerely, [redacted] ***SrTechnical Claims Specialist

Revdex.com OF SAN DIEGOATTN: [redacted] ***Complainant: [redacted] # [redacted] Insured: [redacted] ***Claim Number: [redacted] Policy Number: [redacted] Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated June 22, 2015, notifying us of the complaint filed by Ms***[redacted] rented a property from [redacted] with scheduled travel dates of May 22, toMay 25, The Property Damage Protection coverage was purchased on May 05, byMs***, who is the Insured under this planAt that time the Description of Coverage, outliningthe plan's coverage and coverage restrictions, was emailed to Ms***.On May 27, 2015, we received claim documents from Ms [redacted] indicating that Ms [redacted] haddamaged linens during her stay at the rental propertyThe amount claimed for the purchase ofnew linens was $We were not provided with any photographs of the damaged propertythat was claimedWe contacted Ms [redacted] to confirm that she had damaged the propertyMs[redacted] denied causing the claimed damages.Under the heading "VACATION RENTAL DAMAGE COVERAGE" it states "If you occupy anAccommodation and you damage the real or personal property assigned to thatAccommodation during the Trip, we will reimburse you the lesser of the cost of repairs or theActual Cash Value of the property, up to the amount shown in the Schedule."Ms [redacted] has denied responsibility for the damaged linensThis policy only pays for damagescaused by the Insured or their guestsTherefore, we are unable to provide benefits for thisclaim.If you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] .Sincerely, [redacted] ***SrTechnical Claims Speciali tcc: [redacted] / Director of Claims

Dear Ms***,CSA Travel Protection and Insurance Services is the administrator of the travel protection plan purchased by Ms [redacted] We are in receipt of your email dated April 08, 2016, notifying us of the complaint filed by Ms [redacted] .The travel protection plan purchased by Ms [redacted] features a 10-day free look period upon purchase, which allows customers to review the coverage for satisfactionIf customers are not satisfied with our coverage after their review, they are able to cancel their coverage within days of purchase for a full refundMs [redacted] contacted our office outside of the 10-day window that expired on April 04, 2016.However, as a goodwill customer service gesture, the policy will be canceled and a premium refund of $60,will be provided.If you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] .Sincerely, [redacted] ***SrTechnical Claims Specialistcc: [redacted] / Director of Ciaims

CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated 12/22/16, notifying us of the complaint filed by Mr [redacted] .Mr [redacted] rented his property to [redacted] ***, and Ms [redacted] purchased the VacationRental Damage Coverage on 11/01/At that time we provided Ms [redacted] with a copy herpolicy, as she is the named Insured.Mr [redacted] submitted a claim to our office for a damaged Amazon Echo, a Bluetooth speaker,damaged sheets, and a missing chess pieceThe total claimed amount was $441.73.The policy provides benefits to the named Insured "If you occupy an Accommodation and youdamage the real or personal property assigned to that Accommodation during the Trip, we willreimburse you the lesser of the cost of repairs or the cost to replace the property, up to theamount shown in the Schedule."We contacted Ms [redacted] to verify that she or one of her guests had caused the damagesclaimedMs [redacted] responded that no one in the rental party had caused any of the claimeddamages to the property, and noted that one chess piece was missing when they arrived at theunit.The policy issued to, and purchased by Ms [redacted] provides benefits for accidental damagecaused during her rental stayMs [redacted] has denied causing the damages claimed, and we areunable to issue payment for this loss.If you have any questions, please feel free to contact us at (BOO) 541-3522, by email [email protected] or by FAX at (877) 300-Please ensure the claim numberis included with your response.Sincerely, [redacted] ***SrTechnical Claims Specialistcc: Generali U.SBranch [redacted] I Director of Claims

Claim Number: [redacted] ***-Policy Number: [redacted] Travel Dates: Apr 26, - May 18, 2017Dear Mr [redacted] .CSA Travel Protection and Insurance Services represents Generali U.SBranch as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated 5/25/17, notifying us of the complaint filed by Ms [redacted] .On Friday 5/19/17, we received Ms [redacted] 's claim in our officeThe file was assigned to a representative on Wednesday 5/24fThe claim was reviewed on 5/25/17, and an email was sent to Ms [redacted] requesting a copy of her Credit card statement showing the amount charged in U.Sdollars for the rental car damageThis documentation has been received and the payment entered in our system today for $1,This represents the amount paid $1,640.86, less fees for EPA, assessment, and collection/delivery charged by the rental car company that are not covered by this policyThe check should be mailed at the end of next Week.If you have any questions, please feel free to contact us at (800) 541-3522, by email at claims GRCsatravelprotection.com or by FAX at (877) 300-Please ensure the claim number is included with your response.Sincerely [redacted] ***SrTechnical Claims Specialist

Please provide the first name of the renters and dates of travel so we can find the claims

Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchasedWe are in receipt of your emaildated July 24, 2015, notifying us of the complaint filed by Ms [redacted] .Ms [redacted] made final payment for her cruise on April 22, The travel insurance planwas purchased on June 23, 2015, with a Trip Cancellation coverage effective date of June 24,At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan'scoverage and coverage restrictions, were emailed to her.According to the information Ms [redacted] provided in her complaint, her grandmother washospitalized on June 22, and passed away on June 25, The death certificateindicates the medical condition that resulted in the patient's passing was present before thepolicy went into effectThe policy provides Trip Cancellation Benefits for "unforeseeable Covered Events that occurbefore departure on your Trip to you or your Traveling Companion, while your coverage is ineffect under this Policy."As shown under "Covered Events:The Sickness, Injury or death of you, your Family Member, your Traveling Companion oryour Service AnimalThe Sickness or Injury must first commence while your coverage is ineffect under the Policy".Coverage is also subject to the plan's "GENERAL EXCLUSIONSWe will not pay for any loss under this Policy, caused by, or resulting fromsa loss thatresults from an illness, disease, or other condition, event or circumstance which occurs at a timewhen coverage is not in effect for you;tany issue or event that could have been reasonably foreseen or expected when youpurchased the coverage."The medical condition that resulted in the patient's death was present prior to the policy goinginto effectTherefore, we are unable to provide benefits for this claim.If you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] .Sincerely, [redacted] cc: [redacted]

Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated November 05, 2015, regarding the additional information provided by the complainant.The Vacation Rental Damage Coverage provided under the plan provides benefits for the accidental damage to the property caused by the named InsuredIn this instance, the Insured [redacted] has denied the actions that resulted in damage to the ceiling and the air Conditioning unitBased on Mr [redacted] 's assertion, we are unable to pay benefits for this claimWe regret that we were unable to be of service in this matter.If you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] .Sincerely, [redacted] cc: [redacted] / [redacted]

CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated May 31, 2016, notifying us of the complaint filed by Mr [redacted] .Mr [redacted] canceled his trip due to his back injuryHe sought treatment with his chiropractor, Dr [redacted] This claim has been reevaluated and coverage will be affordedThe file will be reopened and the claims representative will ensure that We have all documentation needed to finalize the claim.If you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Please ensure the claim number is included with your response.Sincerely, [redacted] ***SrTechnical Claims Sbecialistcc: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me* I will wait for the business to perform this action and, if it does, will consider this complaint resolved* Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Revdex.com of San Diego Attn: [redacted] Date: 8/28/ Once again we are in absolute disbelief to the manner with CSA Claims Department is handling our travel insurance claim CSA continues to miss state and allude to minimize the seriousness of the situation we were in while in France Their attempt to mislead actual events and the denial of major portions of our claim is deplorableThey continue to evade and erroneously classify events (why travel delay?), for the sole purpose of denying our claim The advice and direction we received from [redacted] was evasive [redacted] has a responsibility to provide support when policyholders are in crisis, and they need comprehensive assistance [redacted] , as CSA’s Parent Company, should have a legal obligation to inform their policyholders of the potential consequences to their actions · Attached are written notes of one of the many telephone conversations we had with [redacted] regarding the status of our situation It is clear that [redacted] w/ [redacted] informed us that [redacted] ’s portion of the trip would be classified as Trip Interruption and Lawrence would be classified under full medical · We suspect we received this confirmation as a direct result of an email (also attached) from EA, whereas EA alluded that we ‘elected to continue our cruise’ We responded via return email that we were not on a cruise, Lawrence was attempting to recover – we were not touring or cruising – meals taken in the room Copy Attached To recap: We are not contesting [redacted] and [redacted] statements that we ‘remained on board the cruise ship.” We did remain on board as Mr [redacted] had a serious illness We are contesting CSA’s and [redacted] ’s statement of “Mrand Mrs [redacted] chose to stay on the ship, and they accepted the cruise line’s alternate itinerary” i.ea bus tour Once again, CSA alludes to, or implies, that the ***’ partook in a ‘river or bus cruise’ and toured southern France This is not true One of the definitions of the word ‘USE’ is PARTAKE, which means PARTICIPATE It was medically and physically impossible for Mr [redacted] to participate in events or touring Three days were lost to necessary doctor appointments and the days preceding and post Drvisits, Mr***, while on heavy medication, was attempting to recover from this serious illness Attached are statements from other passengers who were aboard this ship and had knowledge of the ***’ situation · 5/7/15: Doctor appt with Dr [redacted] , arranged by [redacted] , [redacted] , conducted in the [redacted] stateroom #329: Mr [redacted] had a continuous low grade fever and not feeling well A full exam was conducted; urine, blood work, temperature, blood pressure, lung exami was performed Diagnosis: Bacterial Pneumonia and consult additional treatment if the fever is not subsided within hours · 5/9/15: Doctor appt with DrPauline Bertois, arranged by [redacted] , [redacted] , conducted in the [redacted] stateroom #329: Mr***’ fever had increased to a steady degree and we knew his condition was worst A full exam was conducted: urine, blood work, temperature, blood pressure, lung exam was performed Diagnosis: Bacterial Pneumonia with serious complications of increased fever, blood pressure, lung capacity – see Dr’s Report Dr.’s instructions were: You Cannot Not FlyMr***’ condition was dangerous and if his condition did not improve within hours he must be admitted into the hospital And, Mr [redacted] should be evaluated in hours to confirm his condition has improved Note: these report were scanned to [redacted] who then advised that their medical team reviewed these doctor reports and concurred with their diagnosis [redacted] also confirmed that Mr [redacted] could not travel back to the States until he received a ‘clearance’ to travel from a medical doctor · 5/11/15: Doctor appt with Dr [redacted] , Radiologist was arranged by [redacted] , [redacted] Concierge, conducted at Dr [redacted] ’s office in A [redacted] A chest x-ray was obtained to confirm Mr***’ Bacterial Pneumonia was responding to the heavy-duty antibiotics CSA states that [redacted] was willing to arrange for our transfer from A [redacted] to [redacted] : Mrs [redacted] spoke with Israel at [redacted] on 5/11/to discuss in part, transfer arrangements to [redacted] We were told we could use our prepaid [redacted] transfer or Euro Assistance would arrange for a transfer Which ever we prefer At no time were we informed that if we utilized the [redacted] transfer that this action would void a claim This is a common theme with [redacted] and should be examined Copy of note attached CSA states that Mr***’ airfare was prepaid by Euro Assistance under his Emergency Assistance / Transportation coverage We have obtained the actual airline ticket receipt for Mrand Mrs***’ adjusted air travel from [redacted] to San Francisco at $per ticketCopy attached · The receipt shows Mr***’ new flight, under ticket number [redacted] , was issued in exchange for his original round trip ticket of [redacted] · The receipt for Mrs***’ new flight, under ticket number [redacted] , was issued in exchange for her original round trip ticket of [redacted] [redacted] used our credit balance of $per ticket, from our original scheduled round-trip return airline tickets, denying us the opportunity to obtain a refund direct from Air France And, then we were charged $2,to our credit card for Mrs***’ return ticket? This seems to be an inappropriate manipulation of our funds CSA’s explanation regarding [redacted] ’s insistence that we pay upfront a $2,charge for air and seat upgrade is lacking MsJeanie Law, with Air France, Tampa, FL, advised on 8/7/15, that Air France upgraded Mrand Mrs***’ seats as a courtesy, at No Charge The actual ticket receipts are documented proof of this Once again, [redacted] /CSA is skirting the truth We now have to wonder if the inflated charge of $2,was put in place so CSA could reimburse us, with our own monies, and assign the $2,under trip interruption as to deduct this amount from the maximum benefit listed in the policy? CSA continues to state that they listened to every conversation between [redacted] and us This is not true Attached is the phone record of calls made to and from [redacted] Once again, CSA’s creditability seems to be in question There are several calls whereas the ‘phone number’ is blocked The calls on 5/14, late night, were from [redacted] , Ms [redacted] , Team Lead, regarding our return to the U.S This is supported by the emails were received with flight details, and [redacted] receipt of the $2,charged to our account Copies attached We do not accept CSA’s current resolution of this claim Again, one of the definitions of the word ‘USE’ is PARTAKE, which means PARTICIPATE It was medically and physically impossible for Mr [redacted] to participate in in events or touring We do expect that CSA settle this claim in full and honor our policy [redacted] Cruise: $7,Airfare: $1,(return only, passengers) Telephone: $ (balance due) SFO Airport: $ Monies declined under Travel delay $ Regards, [redacted] And [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below We are not sure how the heck we were to know what might possibly be a hour delayWhat happens if we are traveling on the icy, snow covered roads,(which is what the travel map looked like on that route for the whole day) and they decided to close them while enroute? It isn't like there are a ton of places to stayTo think that you feel that you have the right to tell us to risk our lives, when you are sitting at your desk in San Diego, is ridiculousI think you should reconsider this againWhat you have given us is a piece of junk responseWe didn't have a crystal ball like you must have, to tell us more than what the travel maps and NM DOT stated on their website, to not travel Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I will wait for the business to follow up with the doctor and evaluate the findings I will make determination as to whether the complaint is fully resolved once the company has responded with their resolution Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.In their response they write "We were provided with claim documentation showing that during the rental, doors and the walls were damaged, and a humidifier was brokenIn order to issue payment to Mr [redacted] , we need the named insured, Mr [redacted] , to sign an Assignment of Benefits We also need actual receipts and invoices from Mr [redacted] to verify the cost of repairsUpon receipt, we can continue processing the claim."Attached is my claim and backup documentation and photos I just texted Mr [redacted] Then he called me back and said they did not send him any papers to sign He also said that he told them to make the payments to me He also sent them an email stating the same.Additionally, in their claim form (Attachment page 1) they state to provide "The repair/replacement invoice, receipt, or estimate;" Notice its says OR I provided estimates from reputable corporation that provides construction repair estimates to each Zip Code area in US Their website is [redacted] .I had to do the work myself because I had new guests renting the house next weekend I drove miles round trip from my home in [redacted] to [redacted] to do the repairs There was no time to find a contractor and have the work done in such a short time in a very busy ski season They do not accept the estimates.On page to of the attachment, you will find pictures of the completed work done by me.I hope you can help resolve this issue and have them pay for my efforts Regards, [redacted]

CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated July 27, 2016, with additional information provided by Ms [redacted] .Ms [redacted] has pointed out that the repairs to her damaged roof would need to take place during the time that she would have been on the scheduled cruiseThe documentation provided for her claim included a letter from [redacted] indicating that they were contacted during the second week of October to inspect the damaged roofIt is unclear when this inspection occurred, but it was prior to the 10/26/and 10/27/emails between Ms [redacted] and [redacted] of [redacted] ***During these emails it was confirmed that the roof had been inspected by the roofer, was still leaking, and required repair as soon as possible.Ms [redacted] has also noted that we failed to include her grandmother's death in our previous responseWe apologize for not including thisAccording to the documentation provided to us, Ms [redacted] 's grandmother passed away on 10/03/15.Coverage for Trip Cancellation benefits under this policy began on 10/29/In order to provide benefits, the Covered Event must occur prior to the plan's effective dateBoth the damage to the roof and the death of Ms [redacted] 's grandmother occurred prior to the 10/29/effective dateAlthough the repairs to the roof would take place during the scheduled travel dates, the damage occurred before coverage began.As previously stated, the policy will provide "TRIP CANCELLATION BENEFIT...if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy." Coverage is also subject to the plan's "GENERAL EXCLUSIONSWe will not pay for any loss under this Policy, caused by, or resulting from...sa loss that results from an illness, disease, or other condition, event or circumstance which occurs at a time when coverage is not in effect for you; tany issue or event that could have been reasonably foreseen or expected when you purchased the coverage."We must again deny benefits for this claimIf you have any questions, please feel free to contact us at (800) 541-3522, by email at [redacted] or by FAX at [redacted] Please ensure the claim number is included with your response,Sincerely, [redacted] SrTechnical Claims Specialistcc: [redacted] / Director of Claims

CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchasedWe are in receipt of your email dated 9/19/16, notifying us of the complaint filed by Mr [redacted] .Mr [redacted] booked a rental property through *** with scheduled travel dates of July 23, to July 30, The Trip was canceled because Mr [redacted] had to care for a member of the family who was unable to travel.The policy provides Trip Cancellation benefits due to the illness of a Family Member when certain requirements are metAs stated under the heading Trip Cancellation Benefit, Covered Events:"The Sickness, Injury or death of you, your Family Member, your Traveling Companion or your Service AnimalThe Sickness or injury must first Commence while your coverage is in effect under the Policy, must require the in-person treatment by a Physician, and must be so disabling in the written opinion of a Physician as to prevent you from taking your Trip (either because your condition prevents your travel, or because your Family Member, Traveling Companion or your Service Animal requires your care)".In order to confirm that the above policy requirements have been met, we have requested that Mr [redacted] provide us with a Physician's Statement completed by the patient's doctor, and a Patient Authorization form, which may be needed to obtain information from the doctorAt this time, these documents have not been provided to us,Mr [redacted] has indicated that employees of [redacted] gave him the impression that the travel insurance plan purchased provides cancel for any reason CoverageThe plan only provides benefits for the specific Covered Events listed in the policyThe claims representative handling his claim did apologize to Mr [redacted] if [redacted] had given him misleading information about the planShe explained that in order for us to process his claim, we do need to have supporting documentation to confirm all policy requirements have been metUpon receipt of the requested forms, we can continue to process this claimIf you have any questions, please feel free to contact us at [redacted] , by email at [redacted] or by FAX at [redacted] Please ensure the claim number is included with your response.Sincerely, [redacted] SrTechnical Claims Specialistc: [redacted] / Director of Claims