MasterCard Assistance Center

September 13, 2016Revdex.comEuclid Ave., 4th Fl.Cleveland, OH 44115-2408RE:Revdex.com File: [redacted] Complainant: [redacted] MasterCard Assistance Center Claim Number: [redacted] Dear Ms [redacted] ,We received your September 2nd letter regarding the complaint filed by [redacted] with concerns that coverage was not extended for his MasterCardMasterRental claim [redacted] .Mr [redacted] filed a MasterRental claim on 8/1/and provided several requestedsupports on Friday 8/2/Claim examiner Joe T [redacted] was assigned to the claim onMonday 8/5/Our standard process is to communicate via email with bothautomated response letters that indicate what supports are still required to process theclaim as well as manual emails to answer direct questionsOur examiners will makecontact via phone when needed or requestedUntil this notice we had not received arequest from Mr [redacted] to be contacted by phoneWe will accommodate thisrequest on 9/14/2016.It is important to note to important aspects of determining coverage: 1) The MasterRentalpersonal affects benefits offers the following coverage, “Theft or damage to personaleffects in transit in the rental vehicle or in any building en route during a trip using therental vehicle.”, Thus lost items are not covered under the policy(2) As with allbenefit/insurance claims the Cardholder must support their financial loss that they areclaimingIn order to determine if coverage applies in this case the cardholder mustsupply a police report to support the theft of the jacket being claimed and he must supportthe cost of the item with either a receipt of the original purchase or a replacement receipt.If you have any additional questions or concerns regarding this issue, please do nothesitate to contact me via phone (216-617-2584) or via fax 216-617-2910or by emailRobert.b@sedgwick.comSincerely,Robert B***MasterCard Assistance Center

3/9/ Revdex.com *** *** *** *** *** ***
*** ** ***
RE: Revdex.com File*** Complainant: *** *** MasterCard Assistance Center Claim Number:*** Dear Revdex.com, We received
your letter dated 2/28/regarding a complaint by Mr*** *** with concerns over the denial of MasterRental claim *** We regret that Mr*** has had a negative claims experience as we strive to make the process positive even when we are unable to honor claimsHowever, our position remains the same Mr*** used his CapitalOne MasterCard beginning with *** to rent a vehicle from Budget Rent a Car on 12/5/Unfortunately, Mr*** had a minor accident and called the MasterCard customer service departmentSince it was a Sunday, the benefit policy department was not available to provide details regarding the benefits associated with the MasterCardMr*** was advised to call back during business hours to file a claim or to file a claim online On 2/6/2017, Mr*** filed a claim onlineMr*** was sent an automated request letter asking for standard required supportsThe supports were received and the claim was assigned to a claims examinerAfter reviewing the claim, the claim was denied on 2/10/as the card that was used for the rental does not have the MasterRental benefitInstead the card has the following benefits: Extended Warranty, Purchase Protection, Satisfaction guarantee and Price Protection Based on my review, the claim was denied correctlyThe claims and policy department, Sedgwick claims management services, does not have access to any call recordings that are handled by MasterCard or Capital one linesHowever it is important to note, that Mr***’s call was after the accident occurredI cannot comment on what information he had been given, but in the worst case scenario if he was told that his card had the MasterRental coverage, it would be poor customer service, but it would not be misrepresentation as Mr*** did not rely on the information to rent the vehicle Although this was not a positive resolution, I hope this information is helpful in explaining our final positionIf you have any additional questions or concerns regarding this issue, please do not hesitate to contact me via phone *** *** *** *** ** ***
Sincerely, *** *** MasterCard Assistance Center

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for bringing *** *** concerns to our attentionI have reviewed the claim and can confirm that I agree with *** *** positionThe original denial of the claim was based off of a warranty chart where it listed mother boards as having a year warranty, However, that warranty
only applies when the item is purchased separatelyThe Laptop and motherboard in question only had a year warrantyTo resolve the claim with *** *** we are honoring his claim and issuing a settlement for repairs in the amount of $441.78. Robert B***Claims ManagerMasterCard Assistance Center

Consumer response taken over the phone by Revdex.com staff (**)Ms*** indicated she was very satisfied and appreciative with the business' assistance and considers the matter resolved

Per phone message from consumer:Company followed up with him and although not satisfied, considers matter to be closed.

---------- Forwarded message ----------From: B[redacted], Robert <Robert.B[redacted]@sedgwickcms.com>Date: Wed, Feb 3, 2016 at 5:00 PMSubject: Revdex.com - complaint ID [redacted]To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>February 3, 2016    Revdex.com2800...

Euclid Ave., 4th Fl.Cleveland, OH 44115-2408    Revdex.com File:          [redacted]Complainant:     [redacted]Claim Number: [redacted]  Dear Ms. Ibrahim, We received your January 6th letter regarding a complaint by [redacted] with concerns over an unpaid balance after the settlement was issued on MasterCard Lost Luggage claim [redacted] Sedgwick Claims Management Services is the claims administrator for the MasterCard Lost Luggage benefit program.  The benefit program is underwritten by The New Hampshire Insurance Company. By using his MasterCard to fully pay for the entire common carrier charges, Mr. [redacted] is eligible for the Lost Luggage benefit that provides excess coverage for checked luggage or carrier on that is lost. We certainly look for every opportunity to provide coverage for eligible MasterCard cardholders; however there are certain terms and conditions that need to be met in order to receive the MasterRental benefit. Unfortunately Mr. [redacted] suffered a loss as his carry-on baggage was taken by another customer and never returned. Of the several items lost Mr. [redacted] provided supports for the camera and flash. Regrettably electronic items are excluded from coverage under the Lost Luggage benefit. The examiner handling the claim advised that if Mr. [redacted] supplied supports regarding the purchase of the other items being claimed we would be able to reopen the claim and review for coverage. Our system does not indicate receiving any emails or calls since prior to the denial of the claim. In an effort to resolve Mr. [redacted]’s concerns, now that we are now aware of his interest in pursuing the claim, we have reached out to Mr. [redacted] and requested that he provide either the original receipts or the replacement receipts for the following items claimed: Carry-On- Luggage case$50.00Hooded Quilted Down Jacket$118.25Down vest$18.002 children Knit winter dresses$30.002 children sweaters$30.00Asics running shoes$110.00Coach   Umbrella$50.00  I hope this information is helpful toward resolving the issue. If you have any additional questions or concerns regarding this issue, please do not hesitate to contact me via phone (216-617-2584) or via fax 216-617-2910or by email robert.b[redacted]@sedgwick.com Sincerely,  Robert B[redacted]| Claims ManagerBenefits Assistance Center Sedgwick Claims Management Services, Inc.Direct 216-617-2584Fax     216-617-2910Email Robert.B[redacted]@sedgwickcms.com

11/8/2016
Revdex.com
2217 East 9
th St., Suite 200
Cleveland, OH 44115-1299
RE:
Revdex.com File: [redacted]
Complainant: [redacted]
MasterCard Assistance Center Claim Number: [redacted]
Dear Ms. [redacted],
We received your letter, dated 10/31/2016, regarding the complaint filed by...

[redacted] with
concerns that coverage was not extended for his MasterCard MasterRental claim [redacted]. We
appreciate the opportunity to address her concerns.
The claim for coverage regarding a stolen rental vehicle was originally denied based on the
following policy exclusion: “What is not covered: Losses involving the theft of the rental vehicle
when you or an authorized driver cannot produce the keys to the rental vehicle at the time of
reporting the incident to the police and/or rental agency, as a result of negligence.”
In this situation Ms. [redacted] let another party use her key ring, prior to the vehicle being stolen.
The claim decision was predicated on the bases that the permissive use of the key ring resulted in
the Ms. [redacted] not being able to provide keys at the time of reporting the theft as an act of
negligence. With permissive use doctrine a driver is said to have permission to use another motor
vehicle either expressly (i.e., being explicitly told he or she can use the motor vehicle) or
implicitly (i.e., being handed the keys).
However upon a reevaluation of the claim and a signed attestation from Ms. [redacted] The
permissive use doctrine does not apply where the driver does not have permission to use the
owner's motor vehicle. Since the thief has neither the express or implied permission to use the
owner's motor vehicle, injuries resulting from the thief's negligence will not be imputed on the
owner. In this particular case Ms. [redacted] gave use of the storage key but not the key of the rental
vehicle. Ms. [redacted] attests that there was not a pattern of permissive use of the vehicle prior to
the theft.
Based on the new information we have reopened the claim and are affording coverage for the
loss.
We are pleased that we were able to resolve the issue. If you have any additional questions or
concerns regarding this issue, please do not hesitate to contact me via phone (216)-617-2584 or
via fax (216) 617-2910.
Sincerely,
Robert B[redacted]
MasterCard Assistance Center

September 13, 2016Revdex.com2800 Euclid Ave., 4th Fl.Cleveland, OH 44115-2408RE:Revdex.com File:[redacted]Complainant: [redacted]MasterCard Assistance Center Claim Number: [redacted]Dear Ms. [redacted],We received your September 2nd letter regarding the complaint filed by [redacted] with...

concerns that coverage was not extended for his MasterCardMasterRental claim [redacted].Mr. [redacted] filed a MasterRental claim on 8/1/2016 and provided several requestedsupports on Friday 8/2/2016. Claim examiner Joe T[redacted] was assigned to the claim onMonday 8/5/2016. Our standard process is to communicate via email with bothautomated response letters that indicate what supports are still required to process theclaim as well as manual emails to answer direct questions. Our examiners will makecontact via phone when needed or requested. Until this notice we had not received arequest from Mr. [redacted] to be contacted by phone. We will accommodate thisrequest on 9/14/2016.It is important to note to important aspects of determining coverage: 1) The MasterRentalpersonal affects benefits offers the following coverage, “Theft or damage to personaleffects in transit in the rental vehicle or in any building en route during a trip using therental vehicle.”, Thus lost items are not covered under the policy. (2) As with allbenefit/insurance claims the Cardholder must support their financial loss that they areclaiming. In order to determine if coverage applies in this case the cardholder mustsupply a police report to support the theft of the jacket being claimed and he must supportthe cost of the item with either a receipt of the original purchase or a replacement receipt.If you have any additional questions or concerns regarding this issue, please do nothesitate to contact me via phone (216-617-2584) or via fax 216-617-2910or by emailRobert.b[redacted]@sedgwick.comSincerely,Robert B[redacted]MasterCard Assistance Center