Genesis Homes

June 24, 2015Re: Revdex.com ID #[redacted]      Complainant: [redacted]      CSA Policy Number: [redacted]Dear Ms. [redacted],CSA Travel Protection and Insurance Services represents [redacted] (NAIC #[redacted]) as the administrator of thetravel protection plan that [redacted]...

[redacted] purchased through [redacted] on January 29, 2015. We are in receipt ofyour complaint correspondence dated June 12, 2015.CSA Travel Protection provides travel insurance and emergency assistance plans for consumer purchase. Mr. [redacted]purchased our travel protection plan through [redacted], in conjunction with the purchase of [redacted] Resorts travelarrangements and/or accommodations. Upon purchase on January 29, 2015, a policy confirmation letter and full detailsof the travel protection plan were sent to the requested email address of [redacted] (attached).The travel protection plan offers a variety of travel-related insurance coverages to insured travelers. The plan features a10-Day Free Look upon purchase, which allows customers to review the coverage for satisfaction. If customers are notsatisfied with our coverage after their review, they are able to return the plan within 10 days of purchase for a full refund.After this 10-Day free look period, the plan is non-refundable. Since Mr. [redacted]'s refund request was received on June8, 2015, over 4 months after purchase, the request was denied.In his complaint submitted to the Revdex.com on June 11 , 2015, Mr. [redacted] alleges that he specifically declined the offer oftravel insurance on his arrangements booked through [redacted]. In our investigation, we discovered that our ICEGallery agent was not able to document Mr. [redacted]'s affirmative selection of the travel insurance. Therefore, ICEGallery issued-a refund to the customer of $679.00 on June 9, 2015. We will work with our agent to cancel Mr. [redacted]'spolicy coverage in our system, and now consider this complaint to be resolved to the customer's satisfaction.CSA is committed to providing optimal service to our customers and partners, and we appreciate the opportunity to auditour processes. If you have any questions, or require any further information, please do not hesitate to contact me directlyat [redacted] or [redacted].Sincerely, [redacted]Director of Compliance & LicensingCc: [redacted]      [redacted].      [redacted]      [redacted]Cc: [redacted]

Dear Mr. [redacted]:CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated September 13, 2017, notifying us of the complaint filed by Mr. [redacted].Mr. [redacted] booked a...

European Cruise through [redacted] Travel and [redacted] airline tickets. The travel insurance plan was purchased on October 31, 2016. At that time a Policy Confirmation Letter and Policy, outlining the plan's Coverage and coverage restrictions, were emailed to him at the address provided of [redacted].com. On June 29, 2017, Mr. [redacted]'s flight from New York to Germany was canceled by the airline. The airline attempted to reaccommodate Mr. [redacted] the following day, but Mr. [redacted] reports that [redacted] also canceled the new flight.The policy provides benefits for a trip cancellation as follows:"TRIP CANCELLATION BENEFTBenefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded and unused published Payments that you paid for your Trip, 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. . .2. Common Carrier delays and/or cancellations resulting from adverse weather, mechanical breakdown of the aircraft, ship, boat or motor coach that you were scheduled to travel on, or organized labor strikes that affect public transportation".Coverage is also subject to the plan's terms and General Exclusions:"The following exclusion applies to the Trip Cancellation, Trip Interruption, and Travel Delay COverages:1. We will not pay for any loss under this Policy, caused by, or resulting from failure of any tour operator, Common Carrier, or other travel supplier, person or agency to provide the bargained-for travel arrangements other than Financial Insolvency."According to the information provided to us, [redacted] reports that they canceled Mr. [redacted]'s flight due to "gate availability at JFK airport". This flight cancellation did not result from adverse weather, mechanical breakdown of the airplane, or an organized labor strike. Additionally, the failure to provide bargained-for travel arrangements by the travel supplier is specifically excluded from coverage. As this loss was not caused by one of the plan's listed Covered Events, 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]. Please ensure the claim number is included with your response.[redacted] `* Sr. Technical Claims Specialist

Revdex.com OF SAN DIEGOATTN: [redacted]Complaint ID [redacted]Claim Number: [redacted]Policy Number: [redacted]Travel Dates: April 22, 2015- May 10, 2015Dear Ms. Govas:CSA Travel Protection and Insurance Services represents [redacted] as...

theadministrator of the travel protection plan that was selected. We are in receipt of your emaildated 5/25/15 for a complaint filed by [redacted] on behalf of [redacted].On 6/29/14 a reservation was made for Ms. [redacted] through Affordable Tours for travel4/22/15 through 5/10/15. A confirmation of the arrangements was emailed to Mrs. [redacted] on11/19/14. The confirmation indicated that if you were traveling outside of the United States thattravel visas might be required for entry into foreign countries. It further states that acquiringvisas are the responsibility of the traveler. Ms. [redacted] did not obtain the necessary visas toenter a foreign country and was denied boarding by the airline. It appears that Ms. [redacted]also needed a visa for Germany and Italy which also were not obtained.The policy purchased provides benefits for certain listed events that are outlined in the policythat was purchased. The confirmation and policy was emailed to Mrs. [redacted] on 7/1/14 toemail address [redacted]. The policy outlined the events that would providebenefits in the case of a trip cancellation or interruption. Unfortunately, not purchasing therequired visas to enter foreign countries is not a covered event in the policy. As such, we mustreaffirm our denial of benefits for Ms. [redacted].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 numberis included with your response.Sincerely, [redacted]Claims Department Supervisor[redacted] Ext. [redacted]cc: [redacted]Director of Claims These plans are administered by CSA Travel Protection and Insurance Services. Services areprovided through GSA's designated providers. Travel Insurance is Underwritten by: Generali U.S.Branch, New York, New York; NAIC # 11231 (all states except as otherwise noted) underPolicy/Certificate Form series T001. California is Underwritten by [redacted]S.P.A. (U.S. Branch), Colorado is Underwritten by Assicurazioni Generali- U.S. Branch, Oregon isUnderwritten by Generali U.S. Branch DBA The General Insurance Company of Trieste & Venice,and Virginia is Underwritten by The Generali Insurance Company of Trieste and Venice- U.S.Branch.

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]

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was selected. We are in receipt of your emaildated August 10, 2015, notifying us that Mr. and Mrs. [redacted] have provided additional informationin regards to their complaint.Unfortunately, our original position has not changed. The plan purchased by Mr. and Mrs. [redacted]does not provide reimbursement for all expenses incurred. The intent of the plan is to providereimbursement, up to the policy maximums, for the unused land or water arrangements, certainspecifically-listed additional travel expenses, and medical expenses incurred resulting from Mr.[redacted]' illness.As previously advised, Mr. and Mrs. [redacted] received a Policy Confirmation Letter when theypurchased their plan which listed the insured travel dates and all policy maximums. This letterincluded a complete copy of the Description of Coverage for their plan indicating Travel Delaycoverage provides reimbursement, up to the maximum of $500.00 per person ($1,000.00 perplan), for their additional lodging accommodations, meals, telephone calls, and localtransportation incurred due to Mr. [redacted]' sickness.The plan also provides a benefit for Trip Cancellation. The Trip Cancellation benefit providesreimbursement of forfeited, non-refundable, non-refunded and unused Payments paid for a Trip,if an Insured is prevented from taking a trip prior to the departure of the trip. Unfortunately,because Mr. and Mrs. [redacted] traveled and were not prevented from taking their trip prior todeparture, i.e., their trip was not cancelled, we are unable to process their claim under the TripCancellation benefit.According to Mr. and Mrs. [redacted], Dr. [redacted] prohibited Mr. [redacted] from travel, causing them notto participate in tours, events, or programs while on the ship. However, the medical reportprovided by Dr. [redacted]' does not indicate Mr. [redacted] was unable to travel. Additionally, based onthe documentation provided by [redacted] and verified with [redacted], Mr. andMrs. [redacted] paid for a seven night cruise along with a transfer from the ship to the airport andremained on board the cruise ship for the duration of the seven night cruise.Despite the fact that Mr. and Mrs. [redacted]' ship did not sail as originally planned due to high riverlevels, Mr. and Mrs. [redacted] chose to stay on the ship, and they accepted the cruise line'salternate itinerary. Please note the plan specifically excludes the: "failure of any tour operator,Common Carrier, or other travel supplier, person or agency to provide the bargained-for travelarrangements other than Financial Insolvency." As previously advised, we have verified with[redacted] that Mr. and Mrs. [redacted] continued on their trip, as scheduled, meaning theystayed seven nights on the ship and used the transfer to the airport. As they used all pre-paidarrangements booked with [redacted], we are unable to reimburse the full cost of theircruise.Please be advised that although [redacted] was willing to arrange and prepay for theirtransportation from A[redacted] to [redacted], Mr. and Mrs. [redacted]' plan only offers Trip Interruptionbenefits for the unused land or water travel arrangements, plus additional transportationexpenses for thern to return home. As this transfer was used and was not an additional expenseincurred due to Mr. [redacted]' illness, we are still unable to provide reimbursement for this expense.Mr. and Mrs. [redacted]' are now requesting reimbursement for the "credit balance" with [redacted] and[redacted] used towards their new airfare. As Mr. [redacted] was the patient, his additionalairfare was prepaid by [redacted] under his Emergency Assistance and Transportationcoverage. Please note it is [redacted]'s standard procedure to attempt to book all newairfare with the same airline as the original airfare.As Mrs. [redacted] was not the patient, her addition airfare was reimbursed under her TripInterruption coverage. As stated above, the plan specifically provides reimbursement foradditional transportation expenses, less any refunds paid or payable. As Mrs. [redacted] was issueda credit, in lieu of a refund, and the credit was used towards her return flight on May 15, 2015,we are unable to provide benefits for this expense claimed.We have also listened to every telephone conversation between Mr. and Mrs. [redacted] and EuropAssistance, as a result of their repeated assertions that [redacted] informed them theywere covered in full under their Trip Interruption or Trip Cancellation coverages. The [redacted]'spoke with Eva Collins, our Emergency Assistance & Systems Supervisor on July 1, 2015regarding these calls. During that telephone conversation, Mr. and Mrs. [redacted] were told that alltelephone calls between them and [redacted] had been reviewed. Furthermore, theywere reassured that at no point did [redacted] advise them that their expenses would becovered, as we do not predetermine claims.Additionally, the [redacted] are questioning why they were charged $2,541.65 upfront for a $372.56ticket differential for their airfare to return home on May 15, 2015. Please be advised in themultiple telephone calls between Mrs. [redacted] and [redacted], Mrs. [redacted] requested thather additional airfare be in business class or premium economy. Please note the planstates: "Benefits payable for additional transportation expenses will not exceed the cost ofairfare (the same class airfare on which you were originally booked) by the most direct route,less any refunds paid or payable." Despite the fact that they were originally booked in economyclass with an upgraded seat option, we accommodated their request and reimbursed them fortheir new premium economy seats.Finally, Mr. and Mrs. [redacted]' are requesting an additional payment of $135.00 for 28 telephonecalls to/from [redacted]. Per the detailed telephone bill provided by Mr. and Mrs. [redacted],there were 16 separate charges for calls made to/from [redacted] for a total amount of$92.00. There are no provisions in the purchased plan for the reimbursement of calls madeto/from [redacted]; however, as a courtesy, we issued payment on July 7, 2015 in theamount of $30.00 for a portion of these calls, and we will be issuing an additional payment inthe amount of $62.00 for a total of $92.00. All other telephone calls claimed are included in the$1,000.00 paid under their Travel Delay coverage.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]

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.
The CSA travel insurance policy that I paid for covered $50,000 for car rental damage. The claim filed was for the full amount of damage that was charged by the rental company, for the damage, in the amount of $1640.86. The full amount should be reimbursed.
[redacted]

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated 8/06/16, notifying us of the complaint filed by [redacted].The travel protection plan, listing the insured...

as [redacted], was purchased on 0/04/16, with coverage for Trip Cancellation commencing on 8/05/16. At that time a Policy confirmation Letter and Description of Coverage, outlining the plan's coverage restrictions, were sent to the email address provided [redacted].Later, on 8/04/16, Mr. [redacted] called to notify us that he had canceled his flight and wanted to know about coverage for change fees. He was informed that coverage for Trip Cancellation did not begin until the following day, and therefore, no payment could be made for his change fees. We told him that he could contact [redacted] to cancel the policy and receive a premium refund under the 10-day free look period. Mr. [redacted]'s 10-day free look period will expire on 8/14/16. He can contact [redacted] at [redacted] to request his premium refund. No Trip Cancellation benefits can be paid because the trip was canceled before coverage began. Copies of the Policy Confirmation Letter and Description of Coverage are enclosed for your review.If you have any questions, please fee free to contact us at [redacted], by email at [redacted] or by FAX at [redacted].Sincerely,[redacted]Sr. Technical Claims Specialistcc: [redacted] / Director of Claims

The information previously requested must be sent to my attention for response.  I need the claim and policy numbers, and the names of the renters/insureds so the files can be identified and responded to.

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated December 04, 2015, notifying us of the complaint filed by Ms. [redacted].Due to widespread flooding, road...

and bridge closures in South Carolina, Ms. [redacted] states shewas unable to travel to the rental. The underwriter has reviewed this matter and has determinedthat we can afford coverage for this claim. The file will be reopened for payment.If you have any questions, please feel free to contact us at [redacted], by email [email protected] or by FAX at [redacted].[redacted]cc: [redacted] / Director of Claims

The claim number is [redacted]-01

CSA Travel has now resolved my complaint by sending the refund/insurance check. Thanks for your assistance. [redacted]

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was selected. We are in receipt of your emaildated June 16, 2015, with additional information from Ms. [redacted].Ms. [redacted] points out that anxiety has physical features and symptoms, which we do notdispute. However, the symptoms she and Dr. [redacted] have noted resulted from the assessedillness of anxiety disorder.This condition is specifically excluded from coverage under this plan, "1. We will not pay for anyloss under this Policy, caused by, or resulting from ... b. mental, nervous, or psychologicaldisorders of you or your Traveling Companion".As such, we are unable to provide benefits to Ms. [redacted] for her loss.If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted].Sincerely,[redacted]Sr. Technical Claims Specialistcc: [redacted] I 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.
The company sells their policy on Homeaway.com and sends us a confirmation saying that your home is now protected from Damage caused by guests. Although, it also says that we are the beneficiary of the policy of $5000 worth of protection.Please find the email which we get from them upon purchase of the policy. This is attempted Fraud. We are going to Sue both CSA along with Their client for damaging our property and not covering the promised expenses.
Regards,
[redacted] C

CSA Travel Protection and Insurance Services is the administrator of the travel protection planthat was purchased. We received your emails dated January 31, 2015, notifying us of thecomplaints filed by [redacted] and Yana [redacted]. Both parties are on the same policy andhave filed the same...

complaint. This letter is in response to both of their complaints.When Mr. [redacted] and Ms. [redacted] arrived at their return destination in Denver on October 18,2014, their bags were missing. The bags were delivered to them on October 23, 2014. BetweenOctober 21, 2014 and October 23, 2014, Mr. [redacted] and Ms. [redacted] purchased clothing,toiletries, medication, and other items, and filed a Baggage Delay claim for $1 ,851.00.Baggage Delay Benefits are provided as follows: "We will reimburse you, up to the amountshown in the Schedule for the cost of reasonable additional clothing and personal articlespurchased by you, if your Baggage is delayed for 24 hours or more during your Covered Trip.We will also reimburse you up to $25 for expenses incurred during your Covered Trip toexpedite the return of your delayed baggage. This coverage terminates upon your arrival at thereturn destination of your Covered Trip." Coverage for Baggage Delay is to assist the travelerwith the purchase of emergency items while they are on the Covered Trip.When the policy is bought, there is a Ten Day Free Look to determine if the plan will meet theneeds of the purchaser. The policy states: "If you are not satisfied for any reason, you maycancel your coverage within 10 days of your application date or receipt of this document,whichever is later. A letter indicating your desire to cancel should be sent to us or ourauthorized agent. lfthere has been no incurred covered expense and you haven't already lefton your Trip, you will receive a full refund of your plan cost. After this 1 0-day free look period,the payment for this plan is non-refundable."The underwriter has reviewed this matter and we can afford coverage for the Baggage Delayclaim. The claim will be reopened for processing. The insurance plan cost is non-refundable.If you have any questions, please feel free to contact us at (800) 541-3522, by email [email protected] or by FAX at (877) 300-8670.Sincerely,[redacted]Sr. Technical Claims Specialist

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.
At the time of booking, there was at no time a list of exemptions that were displayed. There was only the travel protection offer made. I am not looking to get caught up in semantics here. I am a commercial jet pilot and have been for 20 years. I, like the other 250 million people in in this country have available to them multiple sources of weather information. I had watched this storm developing for the 5 days prior, as we all know Hurricane forecasting is a very inexact science as to where it will make landfall. I had planned on flying privately to Key West on the 30th. Multiple weather sources showed that this would be foolish and unsafe, this was a very large area of weather spanning the state of Florida. Driving, however was still an option. On the morning of the 29th, there were multiple news broadcast advising against unnecessary travel due to heavy rainfall from Tampa across central Florida. Driving was no longer an option either. The Keys are one of the most dangerous places to be during any Tropical disturbance because of their proximity to sea level. I am married and have been for 23 years and consider myself to be a reasonable person. This denial of this claim is nothing more than a company offering a service and then refusing to honor the terms that were promised based on a myriad of excuses.  I have left voicemails stating that I would like to make a formal appeal to the denial. Mr [redacted] has not contacted me, nor has anyone responded from [redacted] after my formal complaint was filed. The facts are this, trip was booked well in advance of intended travel, travel insurance was purchased via the app at the point of sale on the booking, every attempt was made to make this trip happen within a reliable measure of safety, there was no clause at the time of booking that stated the government must officially announce an evacuation. I am asking for full reimbursement for this trip. I am nothing more than a reasonable consumer who purchased a protection plan against unforeseen travel interruptions. Hurricane Hermine is definitely a legitimate reason for a trip cancellation to the state of Florida as I am sure that the vicitms of Andrew, or the other 11 deadly hurricanes that have struck Florida in the last 100 years can attest.   
Regards,
[redacted]

Dear Ms. [redacted]:CSA Travel Protection and Insurance Services represents [redacted] as theadministrator of the travel protection plan that was purchased. We are in receipt of your emaildated May 07, 2015, notifying us of the complaint filed by Mrs. [redacted].Mrs. [redacted] and her traveling...

companions booked a rental property with scheduled travel datesof December 30, 2014 to January 02, 2015. The travel insurance plan was purchased onNovember 27, 2014, with a Trip Cancellation coverage effective date of November 28, 2014.Mr. [redacted] passed away on November 30, 2014, due to Coronary Artery Disease as shown onthe death certificate provided to us.The policy provides benefits for Trip Cancellation if the insured is prevented from taking theirTrip due to one of the unforeseeable Covered Events listed in the plan that occurs whilecoverage is in effect under the Policy. The policy effective date is within two days of Mr.[redacted]'s passing, and the cause of death listed on the death certificate is a chronic medicalcondition. Therefore, we must ensure that Mr. [redacted] died due to an event that was unforeseenat the time of the insurance purchase.We requested the medical records from the treating facility in February 2015, after receiving thecompleted patient authorization form. Unfortunately, after refaxing and mailing our request andmany telephone calls to the facility for status, the records have still not been received in ouroffice. Most recently, on April 27, 2015, we were told the records would be sent that week.When we followed up on May 07, 2015, we were told that the mail room was backed up and itcould take 15 business days.Normally, it does not take this long for a medical facility to comply with our request for medicalrecords. We apologize for the delay in finalizing the claim. Once the records are received, theywill be reviewed immediately to confirm all policy terms have been met to allow payment of theclaim.If you have any questions, please feel free to contact us at [redacted], by email at[redacted] or by FAX at [redacted].Sincerely,[redacted]Sr. Technical Claims Specialistcc: [redacted] / Director of Claims

Dear Ms. [redacted]:CSA Travel Protection and insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was selected.We are in receipt of your email dated September 10, 2015 requesting a copy of Mr. and Mrs. [redacted]' insurance policy. Attached is a copy of the Description of Coverage for the [redacted]' insurance policy.If you have any questions, please feel free to contact us at (800) 541-3522, by email at [email protected] or by FAX at (877) 300-8670. Sincerely, Staci FletesClaims Leadcc; Generali U.S. Branch Scott Crabtree / Director of Claims

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated 9/2016, notifying us of the complaint filed by Ms[redacted].Ms[redacted] booked a rental property through [redacted]...

Properties with scheduled travel dates of 6/09/16 to 6/25/16. This booking was canceled on 2/18/16, 112 days prior to arrival, due to the illness of Ms[redacted].The policy provides Trip Cancellation Benefits for a Covered Event as follows: "Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded and unused published Payments that you paid for your Trip 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."The published Reservation Rental Agreement of [redacted] Properties states under Cancellation Policy: "61+ Days is a $150 Administration Fee". As such, the non-refundable Payment made by Ms[redacted] to [redacted] Properties is the $150.00 Administration Fee. Per their terms and conditions, [redacted] Properties should be issuing a refund to Ms[redacted] as follows: $9,461.28 - $592.66 non-refundable insurance cost - $150.00 payment by CSA for the Administration Fee = $8,718.62.If you have any questions, please feel free to contact us at (800) 541-3522, by email at [email protected] or by FAX at (877) 300-8670. Please ensure the claim number is included with your response.Sincerely,[redacted]Sr. Technical Claims Specialistcc: Generali U.S. Branch [redacted] / Director of Claims