Genesis Homes

Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was selectedWe are in receipt of your email dated November 13, 2015, notifying us of the complaint filed by Ms***.Ms [redacted] booked a trip with the scheduled travel dates of October 23, to November 08, The travel insurance was purchased on October 13, At that time a Policy Confirmation Letter and the Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to Ms***.On November 12, we received claim documents indicates Ms [redacted] cancelled her trip on October 15, due to her family member's deathWhile the plan purchased provides trip cancellation coverage for your Family Member's death, it specifically states: "We will not pay for any loss under this Policy, caused by, or resulting from any issue or event that could have been reasonably foreseen or expected when you purchased the coverage." The death certificate provided indicates the death occurred on October 15, and lists the "Onset to Death" as two monthsThis specifies the conditions that caused the death began approximately August 15, 2015, prior to the purchase of this coverage.Furthermore, the plan purchased states: "Trip Cancellation coverage will take effect at 12:A.Mlocal time at your location on the day after the date your premium payment is received by us or our authorized agent." As Ms [redacted] paid for her insurance premium on October 13, 2015, her policy became effective at 12:A.Mon October 14, As her family member passed on October 15, 2015, the day after her policy became effective, additional medical documentation is needed to ensure the death was not foreseeable when the insurance was purchased,Please note, we have not asked Ms [redacted] to provide us with the deceased's medical recordsWe have only requested that she provide us with a Patient Authorization Form, signed by the deceased's authorized representative, allowing us to obtain the needed medical records.Finally, in regards to Ms***'s request for a new claims representativeIt is our standard procedure for each claim to be processed by one representativeTherefore, we are unable to accommodate Ms***'s request for a new representative.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]

[redacted] I Revdex.com OF SAN DIEGOVIEWRIDGE AVE #200SAN DIEGO, CA [redacted] # [redacted] I Insured: [redacted] Claim Number: [redacted] Policy Number: [redacted] Dear Ms***:CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was selectedWe are in receipt of your em aileddated November 15, 2014, notifying us of the complaint filed by [redacted] ***[redacted] rented her property to [redacted] with scheduled travel dates of July 01,to September 30, The Property Damage Protection coverage was purchased onMay 03, At that time, a Description of Coverage outlining the plan's coverage andcoverage restrictions was emailed to our Insured [redacted] .On September 26, 2014, we received claim documents from Ms [redacted] indicating that Ms[redacted] had damaged a sofa cushion, the keyless entry, towels, and the countertopMs[redacted] also claimed a fee for extra cleaning of the propertyThe total amount claimed was$1,We contacted Ms [redacted] to confirm that she and/or her guests had damaged thepropertyMs [redacted] denied causing any of the damage claimed.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] denied responsibility for the damages claimedThis policy only pays fordamages caused by the Insured or their guestsTherefore, the claim was denied.Later, we were contacted by Ms [redacted] and she confirmed that her party had caused thedamages that were claimedThe file was reopened and payment for $was issued to Ms[redacted] on November 13, 2014, for damaged sofa cushion, the repair cost for the keyless entryand the countertop, and the towelsThere are no provisions in the policy to cover the cost ofadditional cleaning fees.The complaint shows that Ms [redacted] is claiming a disputed amount of $2,However, nodocuments were provided to us in support of this dollar amount.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] ***SrTechnical Claims Specialist

December 10, [redacted] *** I Revdex.com OF SAN DIEGOVIEWRIDGE AVE #200SAN DIEGO, CA 92123*** [redacted] # [redacted] I Insured: [redacted] ***Claim Number: [redacted] Policy Number: [redacted] Dear Ms***:CSA Travel Protection and Insurance Services represents Generali U.SBranch as theadministrator of the travel protection plan that was selectedWe are in receipt of your emaildated December 05, 2014, notifying us of the complaint filed by [redacted] .Ms [redacted] rented her property to [redacted] with scheduled travel dates of October 08,to October 12, The Property Damage Protection coverage was purchased onOctober 01, At that time, a Georgia Travel Insurance Policy outlining the plan's coverageand coverage restrictions was emailed to our insured [redacted] ***.On October 30, 2014, we received claim documents from Ms [redacted] indicating that Ms[redacted] had damaged furniture, a mattress, curtains, carpet, linens, along with pet hair throughoutthe house causing damage to the washing machine, and grease buildup in the kitchenTheclaimed amount was $for repairs to the washing machine and $for extra cleaningand suppliesWe contacted Ms [redacted] to confirm that she and/or her guests had damaged thepropertyMs [redacted] denied all the damages other than the possible damage to the washingmachine.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] denied responsibility for the damages claimed, except for the washing machineThispolicy only pays for damages caused by the Insured or their guestsWe issued payment to Ms[redacted] for the $repair cost of the washing machineBased on the terms of the policy,no additional benefits are payable for this claim.If you have any questions feel free to contact us at (800) 541-3522, by email at [email protected] or by FAX at (800) 300-8670.Sincerely, [redacted] ***SrTechnical Claims Specialistcc: General US Branch [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 If it were wall paper and it was no longer in production, would they pay to paper one wall unmatching? If it were a car door and the color were absolutely not available would they expect you to drive around with a car door not matching the rest of the car? This is the same situationIt would cost me more than them to get my kitchen matching and yes I get the counter tops are older but if they didn't have a burn hole they're would be no issue If they continue to be unwilling to do the appropriate thing after this response I will take them to small claims court and request an additional $to compensate me for my gas, hotel and days pay to attend court 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 ?V?RV??W Last summer we had a guests who stayed in one of our vacation rental properties in [redacted] in JulyWhen they booked the property with us they purchased a CSA damage protection policy which GUARANTEED protection up to $5000.Immediately after they left the property - within hours - the then current guests called at 4am to say that there was a leak in the laundryA plumber was sent immediately only to find out that the leak was coming from the ceilingThe ceiling collapsed and upon further investigation it was discovered that the air conditioning coils were frozenWe were told by the different technicians who were subsequently involved, that the only way that could happen was if someone turned the thermostat very low causing the airconditioning unit to not be able to keep up (it was and above every day they were there.) This would cause the unit to be running continually and finally freezeWe have a Nest Thermostat and upon checking the history we did indeed find that during his stay that the thermostat was set for degrees and was running almost continuously.We filed a claim with CSA and I emailed the guest - [redacted] to tell him he would be getting a call from them but not to worry as he had purchased insurance that completely protected himI never heard back from himI wrote to him a second time and, again, never heard back from himThis time I told him that if the CSA claim was denied that we would have to personally sue him for the damages.I was told by CSA that when they contacted him he denied turning the temperature downThat was enough for CSAHe denied culpability and that was that.Because we had such an overwhelming amount of evidence in our favor, we contested CSA's refusal to pay our claims and continued to supply them with all the information that they requestedThey had an answer for every single piece of information we gave them claiming that it proved nothing and simply kept asking for yet one more pice of information until they finally said they only needed one thing more - to talk to the man who installed the new handlerThey handled this by simply never being available to talk to him and never returning his calls.?UR ISSU?S: L?C? ?F ?????R??? ??D ????CS ?UR? US ?LL We use the company [redacted] and specifically VRBO to market our homesThey strongly advise that we offer damage protection saying that it will protect US the ownersTherefore we mandated all our guests to purchase itAfter this happened we were told that the pollcy Is OWNED BY AND PROTECTS THE RENTER NOT THE OWNER and if the owner says they did not do something then that is that.F?C?S ???? ????G??? ?G???S? ????GR??? ??D ????CSOur company traveled to the VRMA (Vacation Rental Managers Conference) conference last weekThis is what I discovered:• In my effort to find a person of authority with whom I could discuss this issue, I found several individuals who immediately guessed that CSA was the company I was having a problem with because they had had issues with them as well denying claimsOne of them significantI was advised to talk to the Insurance Board of AZFinally I was encouraged to talk to the head of the ethics committeeHe will be communicating with themHe personally had the denial of cases of customers who bought trip interruption insurance from themThey denied all the claims of all individuals who could not get to their rentals because a hurricane completely cut off all access to the island where there homes wereHis battle with them was finally resolved in his favorBut it illustrates that this has been going on seriously for years.• [redacted] only offers products from ONE insurance company - CSA.• [redacted] gets a commission from every CSA policy that is sold and a generous one.• They have a longstanding relationship with CSA and I was told by their employees this was not going to changeThey would not be switching to another company.• CSA and [redacted] were GOLD sponsors of the VRMA convention showing that they all have deep alliances and spent a huge amount of money for this convention of 1300.• CSA made a presentation that said their product PROTECTED OWNERS AND RENTERS.• CSA in their presentation boasted of the large amount of money they made last year and the significant rise in customers and growth they had made last year.• Last but not least - we lost $4, [redacted] is the largest and most successful vacation rental organizationThat means that thousands upon thousands of individuals have been, are or will be affected by this company's unethical business practices when thy go to make their claimsThe little guy is going to get hurt the most.Yes - this type of thing happens every single day at every level of lifeBut someone has to take a stand even in one small wayEvery single time that we say - Ok-forget it, we loseWe lose our integrity, our ethics our moral compassWe have lost all trust in this country, in every one in it, our doctors, our politicians, out businessmen, our neighborsNo one feels safeNo one can trust that when someone says they will do something they willThis is just one more business that puts the bottom line above everythingLetting these things go simply helps everything our country stands for to disintegrate just a little more 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 They are still basing decisions based on speculation and what they "think" occurredThe company still doesn't explain why they allowed purchase of a policy they would never stand by in the first place since they are basing decisions based on when the policy was purchasedFor example, if I had to cancel my trip based on bad weather, would they tell me no because I could predict or see the weather forecast prior? How can someone predict or foresee a death, and if I'm capable to do so, why would have I even needed their services if that was the case? They didn't bother to look and see what the hotel policy was, if I could foresee death I could have foreseen myself into calling the hotel and canceling while I still could have gotten my money backI'm being treated as someone who is trying to get something for nothing, as if I'm trying to swindle them out of something that doesn't belong to meLike I deserved to lose my Grandfather and that I deserved to lose all the money that I invested in my trip to the Dominican (my very first opportunity to venture beyond the united states, oh and I have a passport to prove that as well)This company is treating me as if I'm some kind of insurance criminal, when all I want is the money back that belonged to me in the first placeSo if I am unable to retrieve that from them, that is why I definitely deserved to grant them a poor rating from my consumer experienceEspecially when I called the company first prior to filing my claim to explain what had happened, and not once was I advised that my situation wouldn't be coveredI dealt with months of back and forth with this company retrieving all kinds of medical release information from my grieving mother, so they could get whatever information they needed to send me an official denial of there claimSomeone who cooperates in that type of manner must be fraudulent right? This company has never taken any responsibility for the shenanigans that took place during those months, it was bad business period 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.The Reason for the trip cancelation was due to a Hurricane, the policy is intended to cover cancelations in the event of a Hurricane I was told not to come by the property manager because of a Hurricanewhich made the home both uninhabitable and inaccessible all events covered by the policy The property manager informed me that the home was uninhabitable because of a Hurricane CSA is selling insurance that they don't pay out when covered events occur CSA reasons not to pay the policy under clause is: "There is no evidence of a mandatory evacuation or public official evacuation advisement in StCroix due to the hurricaneCoverage is also subject to the plan's General Exclusions, "The following exclusion applies to the Trip Cancellation and Travel Delay coverage's: afailure of anytour operator, Common Carrier, or other travel supplier, person or agency to provide the bargained-for travel arrangements other than Financial Insolvency." The evidence of a mandatory evacuation is not being able permitted to occupy the house which CSA openly acknoldwdges occurred in their response The travel supplier did attempt to provide the bargained-for travel arrangements but was unable to because of a Hurricane Which I point out again is why I purchased insurance and more importantly a covered clause in the policy The policy does not explicitly state that mandatory evacuations be ordered by State or Federal jurisdictions The ambiguity implies that an evacuation can be ordered by the so called travel supplier which subsequently activates the insurance policy Regards, [redacted]

Dear Ms***:CSA Travel Protection and Insurance Services (hereinafter "CSA") represents [redacted] , as the Administrator of the Property Damage Protection plan pursuant to policy number [redacted] , which was in effect from September 6, to November 30, The policywas purchased by [redacted] to insure the property owned by [redacted] andwhich is located at [redacted] ***.The property manager, [redacted] of [redacted] ***, has presented a claim toCSA for property damage to the aforementioned residential property and its contents in theamount of $1,732.39, while said residential property was reported to have been rented to andoccupied by [redacted] ***.As stated above, the CSA policy was effective from September 6, to November 30, 2013.It has come to our attention that Ms [redacted] extended her rental of the property at [redacted] from December 1, to February 1, However, at no time did Ms[redacted] contact CSA to advise of the extended rental of the property nor did she request coveragefor the property be extended after November 30, 2013.Ms [redacted] initially filed a claim for repairs to the stove within the residential property rented toMs [redacted] on December 7, The amount of the claim was for $and was paid by CSAto [redacted] on January 21, 2014.Ms [redacted] filed a subsequent claim with CSA on July 16, claiming damage to a washingmachine, dishwasher, towel rack, shower curtain, kitchen items, linens and carpetingMs***indicated that the sole damage caused by her was to the dishwasher and she denied causingany damage to the remaining items being claimed by Ms [redacted] A bill for the repair of theappliance, in the amount of $and for a service date of April9, 2014, was reviewed andpayment was issued by CSA to [redacted] on December 9, 2014.Ms [redacted] has stated that the tenants contacted [redacted] to report that theshower drain be unclogged during their stayMs [redacted] has also stated that ***'smaintenance department performed the service to unclog the tub drain as well as repair a loosetowel ringMs [redacted] did not report the date when [redacted] was contacted by the tenant about theclogged tub drainFurther, the invoice for the work reflects that it was performed on February15, 2014, after Ms [redacted] had vacated the property on February 1, This date is also wellafter the expiration of the GSA policy on November 30, 2013.In addition, Ms [redacted] has provided a GSA Vacation Rental Insurance Security DepositProtection Documentation form, executed on December 7, Said form, copy attached,reflects that there is "no damage"Again, it should be noted that the date of this document isafter the expiration of the GSA policy on November 30, 2013.In as much as Ms [redacted] has denied responsibility for the subsequent damages being claimed by [redacted] ***, there are no additional benefits available or payable under thepolicy.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] I Director of Claims 5/4/ Complaint My husband and I were traveling to Scottsdale Arizona for weeks during March and April For the last years we have purchased travel insurance from various companies for expensive tripsThis time we purchased Rental Damage and Trip Cancellation policies through the VRBO siteWe paid for nights (3,857.14) and paid for the cancellation policyEight days into our trip we received a call that my mother-in-law was in the hospital and her doctor was advising we contact Hospice ASAP and return homeUp to that point her health issues hadn't been considered life threateningWe chose to pack and leave the next morning knowing we had purchased the "travel insurance" offered and paid for on the VRBO siteWhen I called CSA, I was told by [redacted] that we should have purchased "trip interruption" not trip cancellation insuranceWe purchased the ONLY policy offered to us and our previous policies included bothWe haven't ever heard of separate policiesOf course we still came home and forfeited 2,in rentI contacted VRBO since it was purchased and paid for on their site and they said we needed to contact CSAWe believe since we purchased the ONLY policy offered us, CSA should cover our loss of rent for the townhouseTheir advertising is ambiguous and we believe most purchasers would believe that if their trip is cancelled before or during their trip for a covered illness of an immediate family member this insurance would apply especially since it was the only "trip insurance" offeredQuotes on the VRBO site state "Protect your payment in case you need to cancel" & "Cancellation Protection"The CSA site states "The cancellation protection and damage protection plans provide insurance coverage for your trip that only apply DURING the covered trip" yet [redacted] informed me that OUR insurance actually expired on the first day of our tripThat is VERY misleading to the general public looking to protect their trip for unexpected illnessesShame on you CSA and VRBO Desired Resolution We believe CSA should reimburse us the $2,in rent for the days of the we couldn't useThe first nights were $and last were $since the rate went down on April Consumer Business Dialog

Dear 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 September 14, 2017, notifying us of the complaint filed by Ms [redacted] .Ms [redacted] booked airline tickets for travel to the Caribbean with scheduled travel dates of September 18, to September 29, The travel insurance plan was purchased on May 13, 2017, with coverage for Trip Cancellation commencing on May 14, At that time a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage and COverage restrictions, were emailed to her at the address provided of mdvandenhowed)aol.comThe trip was canceled on July 10, 2017, because Mr [redacted] was scheduled to have a surgical procedure performed on September 14, 2017.The policy provides benefits for a trip cancellation due to an illness or injury when certain requirements are met as shown in the policy:"TRIP CANCELLATION EBENEFITBenefits 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...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 in effect under the Policy"Coverage is also subject to the plan's terms and "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...The following exclusion applies to the Medical and Dental, Trip Cancellation, Trip interruption, and Travel Delay coverages:We will not pay for loss or expense caused by or incurred resulting from a Pre-Existing Condition, as defined in the Definitions section, including death that results there from."As defined by the policy, "PRE-EXISTING CONDITION means a Sickness or injury during the60-day period immediately prior to your effective date for which you or your Traveling Companion: (1) received, or received a recommendation for, a diagnostic test, examination, ormedical treatment; or (2) took or received a prescription for drugs or medicine."According to the Physician's Statement provided with the claim, completed by Dr [redacted] , Mr [redacted] received examination and treatment, and became medically unable to travel on March 29, As the medical condition commenced before the policy went into effect, and Mr [redacted] received examination or treatment during the 60-day period before the May 14, policy effective date, the claim was denied.We received a request to reconsider benefits for this claim and have sent a [redacted] Patient Authorization form to Ms [redacted] Upon receipt of the form, we will order the medical records to further evaluate 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[redacted] Sr, Technical Claims Specialist

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 10/26/16, with additional information provided by Ms [redacted] We cannot predetermine the outcome of a claim until we have been provided with all of thesupporting documentationAdditionally, our customer service will not guarantee coverage, butinstructs the customer to submit their documents for reviewThis plan does not provide benefitsfor a cancellation due to a travel advisory or the uncertainty of scheduling for a house saleclosing process.Based on the information provided by Ms [redacted] , it does not appear that she will have apayable claimHowever, if she wants submit her claim documentation for review, we willinvestigate the claim for coverage.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 Spe ialistcc: Generali U.SBranch [redacted] I Director of Claims

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]

[redacted] responded to this complaint on 4/22/Please let me know if you need another copy.Re: [redacted] Email: [redacted] Revdex.com Complaint ID [redacted] CSA Policy # [redacted] Dear Ms [redacted] ,CSA Travel Protection and Insurance Services is an administrator of travel protection plans and vacation rental damage protection plans sold through HomeAway.com and their subsidiary site VRBO We are in receipt of your complaint filed with the Revdex.com of San Diego.As noted in your letter, you purchased Cancellation Protection for your VRBO accommodations March 17, through April 7, The Cancellation Protection product offers various non-insurance services that are available during your trip, as well as two insurance coverages: Trip Cancellation and Travel Delay A copy of your Policy Confirmation Letter with the product’s Travel Insurance Policy is attachedIn your phone call with CSA on March 25, 2015, you advised that your stay at the VRBO accommodations were interrupted due to a family emergency and you inquired how to begin a claim for Trip Interruption benefits The Customer Service Representative advised that the product purchased through VRBO does not contain Trip Interruption benefits for unused arrangements We regret that we must reaffirm the information provided in the phone call on March 25, We work closely with HomeAway.com and their subsidiary sites to ensure the advertising of this product is clear and appropriate, and will take this opportunity to further audit these sites to ensure we are providing optimal service to our customersIf you have any questions, or require any further information, please do not hesitate to contact me directly at [redacted] or [redacted] Sincerely, [redacted] ***Director of Compliance & LicensingEnclosure/Attachment: Policy Confirmation Letter for # [redacted] including Travel Insurance PolicyCc: Revdex.com of San Diego [redacted] Vice President of Operations CSA Travel Protection [redacted] ***, ACPDirector of Compliance and LicensingPhone [redacted] Fax [redacted] Follow us on [redacted] www.csatravelprotection.com This e-mail, any attachment and the information contained therein ("this message") may contain information that is privileged, proprietary, confidential and exempt from disclosure and are intended solely for the use of the addressee(s)If you have received this message in error please send it back to the sender and delete itIf you are not the intended recipient, you are notified that unauthorized publication, use, dissemination or disclosure of this message, either in whole or in part, is strictly prohibited

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 guestsAlthough, it also says that we are the beneficiary of the policy of $worth of protection.Please find the email which we get from them upon purchase of the policyThis is attempted FraudWe are going to Sue both CSA along with Their client for damaging our property and not covering the promised expenses Regards, [redacted] C

Dear Ms***:CSA Travel Protection and Insurance Services represents [redacted] as the administrator of the travel protection plan that was purchased by Ms***We are in receipt of your email dated September 03, 2015, notifying us of the complaint filed by Ms [redacted] .Daphane [redacted] rented a property from Ms [redacted] with scheduled travel dates of July 09, to July 12, The Property Damage Protection coverage was purchased on April 03, by Ms***, who is the insured under this planAt that time the Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to Ms***.On August 04, 2015, we received claim documents from Ms [redacted] indicating that Ms [redacted] had damaged a vintage table and some items were missing from the unitAccording to the documentation provided with Ms [redacted] 's claim, Ms [redacted] denied causing any damage to the table and agreed to mail replacement towels to Ms [redacted] .Under the heading "VACATION RENTAL DAMAGE COVERAGE" it states "If you occupy an Accommodation and you damage the real or personal property assigned to that Accommodation during the Trip, we will reimburse you the lesser of the cost of repairs or the Actual Cash Value of the property, up to the amount shown in the Schedule."Ms [redacted] has denied responsibility for the damaged table, and items missing from the rental unit are not covered by this planThis policy only pays for damages caused by the Insured or their guestsTherefore, we must again deny 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] | [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 9/27/16, with additional information from Ms [redacted] ***.According to the information obtained, Ms [redacted] originally booked travel to Hawaii from 1/24/to 2/08/This booking was canceled on 12/11/15, due to the fear of contracting an illnessThe policy provides benefits only for a cancellation due to one of the plan's listed Covered EventsThe fear of becoming ill is not one of the plan's Covered EventsTherefore, if Ms [redacted] had filed a claim for this loss, there would have been no coverage and the claim would have been deniedMs [redacted] was medically able to travel to Hawaii in January, based on medical records submitted to us for her subsequent claim.On 1/14/16, the rental Company, as a courtesy, allowed Ms [redacted] to use the house for a later trip in June The June trip was canceled on 2/18/16, days prior to her scheduled arrival at the rental propertyA new policy was not purchased to cover the new June travel datesHowever, upon receipt of Ms [redacted] ***'s claim, as a customer service gesture we revised her policy covering the January to February travel dates to show the new June travel datesOtherwise, there would have been no policy in force for the June travel dates.The claim was processed and based on the travel insurance plan's terms and conditions, and the published cancellation policy of the rental company, we issued payment to Ms [redacted] for $As previously stated, the remaining refund should be issued by the rental company in order to comply with their contract with Ms [redacted] ***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-Please ensure the claim number is included with your response.Sincerely, [redacted] SrTechnical Claims Specialist

[redacted] Claim Number: [redacted] -Policy Number: [redacted] Travel Dates: Aug 20, - Sep 18, 2016Dear Mr [redacted] :CSA Travel Protection and Insurance Services represents Generali U.S Branch as the administrator of the travel protection plan that was purchasedWe are in receipt of your letter dated 5/1717, notifying us of the complaint filed by [redacted] .On 8/03/16, Mr [redacted] booked round trip airline tickets to Cairo for his family, with scheduled travel dates of 8/to 9/18/The travel insurance plan was purchased on 8/03/16, and at that time a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to himThe trip was canceled on 8/20/16, due to the illness of his son.The policy provides benefits for a trip cancellation due to the illness of an Insured when certain requirements are metAs shown in the plan 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".Mr [redacted] Submitted a claim form and a doctor's note to us on 9/2OffWe sent emails to Mr [redacted] on 10/05/16, 10731/16, and 11126/16, requesting the additional documentation necessary to process his claim, including a completed Patient Authorization Form, a completed Physician's Statement, proof of payment and refund for the trip, and an invoice and itinerary for the tripMr [redacted] did not respond to our requests and the claim was closed in December The claim can be reopened for further review upon receipt of the requested documentsIf you have any questions, please feel free to contact us at (800) 541-3522, by email at claimsQCsatravel protection.com or by FAX at (877) 300-Please ensure the claim number is included with your response.Sincerely, C ¦ [redacted] SrTechnical 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 I do not want a check would like the money returned to the credit card used on the transaction also if this is an insurance why it took so long for the money to be retured believed this money should have been returned in an appropriate timePlease return money to credit card thank you Regards, [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 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 rentalThe underwriter has reviewed this matter and has determinedthat we can afford coverage for this claimThe 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

Dear Ms. ***: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

[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 12/10/16, notifying us of the complaint filed by Mr [redacted] .Mr [redacted] purchased the travel insurance plan on 04/24/16, with Trip Cancellation coveragecommencing on 04/25/As stated under the heading ELIGIBILITY AND EFFECTIVE DATES,"Trip Cancellation coverage will take effect at 12:A.Mlocal time at your location on the dayafter the date your premium payment is received by us or our authorized agent." Thisinformation was also provided on the Policy Confirmation Letter emailed to Mr [redacted] on04/24/16, under SCHEDULE OF INSURANCE COVERAGES, "Trip Cancellation Effective Date:April25, 2016."Mr [redacted] canceled his trip on 04/26/16, due to issues resulting from his herniated discHewas treated and diagnosed with disc prolapse and nerve root compression on 04/11/and04/18/16, prior to his policy going into effectHis 04/18/doctor visit showed that he wasimproving, and on 05/03/the chart notes show that Mr [redacted] was gradually recovering.The policy provides benefits for a trip cancellation when certain requirements are met: "TRIPCANCELLATION BENEFITBenefits 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, ifyou are prevented from taking your Trip due to one of the following unforeseeable CoveredEvents that occur before departure on your Trip to you or your Traveling Companion, while yourcoverage is in effect under this Policy ...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, must require the in-person treatment by a Physician, and must be sodisabling in the written opinion of a Physician as to prevent you from taking your Trip".Coverage is also subject to the plan's terms and "GENERAL EXCLUSIONSWe will not pay for any loss under this Policy, caused by, or resulting from sa loss thatresults from an illness, disease, or other condition, event or circumstance which occurs at a timewhen coverage is not in effect for you".According to the medical documentation obtained to investigate the claim, Mr [redacted] 'scondition commenced prior to the policy effective dateDuring the time that the plan was ineffect, 04/25/to 04/26/16, when the trip was canceled, there is no evidence of a Sickness orInjury commencing that required in-person treatment by a Physician, which disabled him fromtravel.Policy requirements that would allow payment of benefits were not metTherefore, we mustreaffirm our original decision that no benefits are payable for this claim.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 [redacted]