Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This complaint has not been resolved, I pick not resolved, I still dont have my...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
P.S. I do strongly recommend putting the author of the reply through a remedial computer course, seeing that there is a repeated mistake of an "s" where there should be an "r", as in "Ms" instead of the appropriate "Mr". Seeing that there is an inability to read, I hope this same negligence isn't present with other clients.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. After issues with my address, the check arrived by [redacted] this morning (04/**/16).
Sincerely,
[redacted]
We have reviewed [redacted]’s complaint and we are responding accordingly. In his complaint, [redacted] states that he has been unable to proceed with his claim, alleging that we have refused to send the Attending Physician Statement to him for completion while he is currently in the...
hospital. Please note that we originally sent the required form on 2/**/17 via email, shortly after [redacted] had initiated the claim earlier that afternoon. [redacted] emailed us back that evening to inquire what other information was needed. We replied to him on 2/**/17, explaining the letter sent to him the prior day and attaching an additional copy of the letter with that email. The response received from [redacted], on 2/**/17, was simply an inquiry as to the status of his claim, without submission of the completed form, as requested. We responded to [redacted] later that day to again advise of the additional information needed, and we provided an additional copy of the letter sent to him on 2/**/17. Shortly thereafter, later on 2/**/17, [redacted] sent a responding email, demanding his refund but again, not providing the requested documentation. Concurrent with sending this email, [redacted] also called our office, advising he is in the hospital and does not have a printer and cannot get mail. At that time we offered to fax the form to the hospital if he could receive a fax through them and provide us with a fax number. [redacted] provided a fax number and the form was faxed out accordingly, with a fax delivery confirmation received. Upon receipt of this complaint we have made numerous attempts to reach [redacted] at the telephone numbers he had previously provided. We attempted to reach him on 3/*/17, 3/*/17, 3/*/17 and 3/*/17. To date, we have received no return call from [redacted]. As previously advised to [redacted], the completed Attending Physician Statement is required in order for us to continue our review of his claim. Should he still be in need of a copy of this form, we ask that [redacted] call our office and provide a current fax number or email address for us to use. We trust this has provided the necessary clarification and time frame regarding our efforts in assisting [redacted]. Should you have any additional questions, please feel free to contact us.
As previously advised, the plan in its entirety is made available for review prior to purchase. This includes the listing of all the specified reasons for cancellation, the notice of the 10-day Right to Examine as well as our contact information for any questions about the plan while reviewing it.
Further, as advised, the booking confirmation sent to the traveler also contains links to the full plan terms and conditions. The pdf attached is a copy of the actual claim submission of the booking confirmation that [redacted] had received from Expedia, via email, upon her purchase. The areas highlighted are the links that [redacted], as the purchaser, would have been able to use to hyperlink to the full description of coverage, a copy of which I have also attached. We would now direct your attention to the second page of said document.
On the fourth bulletin from the top of that page, it states:
• View the complete terms and the condition of the description of coverage.
Please note that the highlighted words “description of coverage” is the first hyperlink to the plan document.
In addition, in the section below where it states:
“You have purchased the travel protection plan. Please refer to your itinerary number when calling to ask question or file a claim.”
Once again, the highlighted words “travel protection” are the second link to the plan document itself.
Please understand that the original copy of this confirmation sent to [redacted] via email is a color document. As such, the links noted are in a contrasting color, as well as in a different font, to the remainder of the sentence text to further identify them.
As advised previously, the reason for [redacted]’s cancellation is not among the specified reasons under the plan and therefore we are unable to consider the request for reimbursement and no payment shall be forthcoming.
Should you have additional questions, please feel free to contact our office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
It appears that the Insurance company is applying an exclusion that is irrelevant. Exclusion Section, item 10, “medical treatment during or arising from a Covered Trip undertaken for the purpose or intent of securing medical treatment", would have applied had I suffered any illness or injury during my trip. I feel the contract language is ambiguous at best. However, I read contract exclusion #10 as the company is protecting itself from travelers that get injured during their trip and then try to file claims. I find it extremely self-serving that the insurance company can spin the language any way that is needed to avoid issuing a refund.My surgeon did not have a scheduling conflict. He had an unexpected emergency that forced his office to cancel over two weeks of surgery and appointments. There is no exclusion for a doctor cancelling surgery. Let's be real here. Contract language rarely covers every possible event that may occur. At some point, common sense must prevail. My surgeon wrote a letter that I previously attached for your review, stating clearly that the cancellation was on him not me. The bottom-line is that I notified the Insurance Company nine days after I booked my reservation and four days before departure. The company insisted that I had to file a claim. The Insurance Company never offered to reimburse me for my Flight Plan Insurance despite being within nine days of purchase. So, I filed the claim and then learned that the Insurance Company extended its empathy but denies any reimbursement for itinerary expenses. We could have saved each other a lot of time had I been told by the Insurance Company agents that I was wasting my time filing a claim, that my only option was to request a refund for my Flight Protection Plan payment. That action alone would have been enough to tell me that the Insurance Company had no intention to honor my claim. Instead, I do not even qualify for my Flight Plan Protection insurance refund because I followed the Insurance Company’s instructions to file a claim. I missed the policy reimbursement because of the lengthy claim process.
We have reviewed [redacted]s complaint regarding the claims process with regard to his Rental Car Damage coverage claim. Please understand that in order to fully review and finalize a claim, specified documentation is required, including but not limited to: an incident report, a...
police report, a rental agreement and a repair estimate/receipt. When [redacted] originally submitted his claim form to our office he did not include all of the above necessary documentation. Accordingly, we sent correspondence to [redacted] on September **, 2016 requesting he forward such information and documentation. In addition, we sent notices every 30 days following that initial correspondence, through January, **, 2017, again advising of the need for the complete information to finalize the claim. Following receipt of this complaint, we again reviewed the information needed to finalize the claim. Though the insured is responsible for submitting all items needed to review a claim, we did take the liberty to contact the rental company’s agent on his behalf to obtain the outstanding information. I am pleased to advise that such information was received and payment was sent to the rental company’s agent, JNR Adjustment Co., Inc., directly on January [redacted] 2017, in the amount of $3,930.96 which sum represents the applicable covered expenses less the $250.00 plan deductible. As this matter has now been settled under the plan terms, we have taken the liberty of closing this file. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] states that she submitted the information needed regarding her cancellation and we have not yet provided her refund. Please note that we have advised [redacted] several times what information is needed in order to continue our review of her claim. When [redacted] submitted her claim form to us, she did not complete Section III, the Patient Medical Information, nor did she submit a completed Attending Physician Statement and a signed authorization. As has been explained to [redacted], in order to for us to continue our review of her claim, sufficient medical documentation must be submitted to allow us to confirm that her reason for cancellation meets the plan’s terms and conditions. As well as this documentation having been requested on the claim form, which [redacted] did not complete, we also requested this information by letter on January *, 2017 and sent follow up written requests on February [redacted] and March [redacted]. In addition, we discussed what information was needed with [redacted] during a telephone call with her on January [redacted]. Please note, in addition to our direct contact with [redacted], we did affirm to the representatives from the travel suppliers she had contact us on her behalf that this medical documentation was needed to continue the claims process. Based on our discussion with the travel supplier’s representative on March [redacted], [redacted] indicated she would be sending in a letter from her doctor regarding the consultation she had due to her illness. Please understand that until sufficient medical documentation has been submitted to allow us to continue our review of the claim, we will be unable to make any determination on [redacted]’ request for reimbursement. We trust this has addressed the concerns raised in [redacted]’s correspondence. Should you have any additional questions regarding this matter, please feel free to contact our office.
We have reviewed [redacted]s complaint regarding his claim for Trip Delay benefits for himself and his traveling companion. When originally submitted, [redacted] provided verification that he and his traveling companion experienced a flight delay on their outbound flight to St. Lucia on...
10/**/16. However, as that was prior to the scheduled trip booked through Funjet, which commenced on 10/**/16, we were unable to use that verification as a reason for the delayed check-in to their hotel on the [redacted]. Subsequent to this complaint, [redacted] provided additional information regarding the original booking of this trip. Based on this additional information, we have agreed to extend such Trip Delay coverage to the delayed check-in for [redacted] and [redacted]. Accordingly, payment in the amount of $200 per person has been provided to the travelers directly. As this matter has been resolved, we trust that this issue is now closed and we have sufficiently responded to the concerns contained in [redacted]s complaint. Should you have any additional questions, please feel free to contact our office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I will take matters up with my airline...as they accepted my dr note for another flight..as I stated I will let my fans around the world know the disgrace scam of a company you are.
[redacted]
We have reviewed [redacted] additional comments regarding the premium refund she had requested. As previously advised a premium refund in the amount of $639.00 was agreed to and was being provided by the tour operator directly. In [redacted] communication of January **, 2016, she advised she received confirmation of only a portion of such refund, in the amount of $440.00, having been provided.
Please be advised that we did reach out to the tour operator to confirm the refund provided. We have been advised that two separate refunds were processed for [redacted] on January *, 2016, both back to their original forms of payment. More particularly, one refund in the amount of $440.00, was provided to [redacted] to her credit card ending in 0020, and a second refund, in the amount of $199.00, was provided to [redacted] to her credit card ending in [redacted].
As these two refunds equal the agreed upon refund of $639.00 we trust this matter is now concluded. Should you have any further questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. In his claim, [redacted] advised that he no longer needed to travel as the business contract for which he had purchased the airline ticket was cancelled and he no longer needed to travel. As was...
explained to [redacted], the plan he purchased contains a listing of specified reasons, both medical and non-medical, which would make one eligible for benefits under the Trip Cancellation coverage. However, a cancellation due to the loss of a business contract is not among the list of specified reasons. As such, we are unable to consider [redacted]’s request for reimbursement. While we certainly appreciate [redacted]’s disappointment regarding the outcome of his claim, we must consider each claim under the terms and conditions of the plan. Please note the full plan, including all terms, conditions and exclusions, was provided to [redacted] prior to and concurrent with his purchase. Further, our contact information is provided for any questions regarding the plan. Finally, the plan contains a 10-day free look period wherein an insured may cancel the coverage within 10 days of purchase should they decide it does not provide the coverage which they are seeking. We trust that we have provided the requested clarification of the handling of this claim. Should you have any additional questions, please feel free contact our office.
We have reviewed [redacted]’s additional comments and are responding accordingly. [redacted] is arguing that his temporary inability to attend his place of employment constitutes a layoff. However, there is no evidence that at the time in question [redacted] was contacted by his employer and advised that his employment was no longer needed and he was being terminated or laid off. Rather, from the letter which [redacted] submitted with his claim form, dated October [redacted], from the South Carolina Department of Health and Environmental Control, at which he works, it was advised that the office was temporarily closed Octobe** [redacted] due to extensive flooding in the area. It goes on to say that all compensation and leave time has not been approved and advises that any prior time off requests must be used to cover the days during which the office was closed. Further, from [redacted]’s own explanation provided with his claim form, as a result of the time away from work due to this temporary office closure, the time off that he had requested for this trip now must be used to cover the days of the office closure. He concludes by saying that because of this, as well as no longer being financially able to afford this trip, he regretfully requests cancellation. Accordingly, the denial of [redacted]’s claim was appropriate as his reasons for cancellation, the loss of his time off requested and any subsequent financial constraints, do not qualify him for coverage under the plan. Finally, as evidenced by the letter from [redacted]’s employer, he was neither terminated nor laid off from his employment and as such, we are unable to consider his request on such basis. With regard to [redacted]’s mention of the definition of Natural Disaster, please note that as there was no shutdown of all local airports for a period greater than 72 hours at the time of his scheduled flight, nor was [redacted]’s own home made uninhabitable at that time, we are unable to consider his request on this basis. While we certainly understand [redacted]’s disappointment with the outcome of his request for reimbursement, we must review each claim in accordance with the terms and conditions of the plan. We trust that we have provided the requested additional clarification of the handling of this claim and this matter is now closed. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and correspondence and we are responding accordingly. In his complaint, [redacted] advised that he was unable to travel due to work obligations following his having missed a week’s time from work. [redacted] was absent from work for one week...
due to flooding in his area. As a result of having been away from his job for a week, and the financial impact that caused him, he was unable to continue on with his planned travel. Unfortunately, neither of these issues is covered under the plan. Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan. However, work obligations, a loss of vacation days and any unexpected financial concerns as a result of missing a week of work are not among the specified reasons. While we certainly appreciate the circumstances in which [redacted] found himself, regrettably as these are not specified reasons for cancellation under the plan, we are unable to consider his request for reimbursement. Further, pursuant to [redacted]’s correspondence with our office directly, subsequent to the filing of this complaint, please understand that [redacted]’s inability to attend his work obligations, and any loss of income due to his inability to attend to his work obligations, do not constitute a job loss or layoff. We hope this has provided further understanding of the determination made on [redacted]’s claim. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted] complaint and we are responding accordingly. In his complaint, [redacted] advised that he cancelled his travel plans because the appointment he had in Virginia for which he had booked this trip was cancelled. As such, he no longer needed to travel to...
Virginia and submitted his claim seeking reimbursement of his trip cost. Unfortunately, [redacted] reason for cancellation is not one covered under the plan. Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons, as specified in the plan. However, the cancellation of a scheduled appointment for which the plan participant booked the trip, is not one such specified reason. As such, we are unable to consider his request for reimbursement on such basis. Please note that, prior to purchase, the plan in its entirety, including the complete listing of the specified reasons for eligibility for coverage, is provided to each prospective insured. As such, [redacted] was advised of the full terms and conditions of the plan prior to his purchase. While we understand [redacted] disappointment at the outcome of his request for reimbursement, we hope this has provided further clarification of the claim determination made and understanding that each request must be considered in accordance with the terms and conditions of the plan purchased.
We are in receipt of the complaint submitted by [redacted] and are responding accordingly. As per the information received, [redacted] and his family cancelled their trip to Aruba due to concerns related to the [redacted]. The Plan the [redacted] purchased provides a...
reimbursement as a result of a trip cancellation in the event of certain risks, both non-medical and medical. One such specified medical reason is a cancellation due to a Sickness. Sickness is defined in the Plan as follows: Sickness means an illness or disease of the body which: 1) requires examination and treatment by a Physician, and 2) commences while the plan is in effect. The Plan also contains specific exclusions to the eligibility for coverage. One such exclusion states the following: General Plan Exclusions In Parts A & B: We will not pay for any loss caused by or incurred resulting from:… normal pregnancy, except if hospitalized; From the information received, there is no indication that [redacted] was suffering from a Sickness, as defined under the Plan, at the time of the cancellation, Rather, we understand that the reason for the family’s decision to cancel their travel plans was due to her pregnancy and the concerns for the potential of an illness occurring in relation to the [redacted]. While we certainly can appreciate and empathize with the [redacted]’ decision to cancel their trip, unfortunately, as the reason for such cancellation, namely the concern for the potential of contracting an illness, is not a specified reason under the Plan, we were unable to consider their request for reimbursement. Please note that the Plan in its entirety, including all specified reasons for cancellation, as well as all specific exclusions to the eligibility for coverage, are provided to the participant prior to and concurrent with their purchase of the plan. In addition, our contact information is provided should a potential plan participant have any questions regarding the plan. We trust we have addressed the issues raised in [redacted]s complaint. Should you have additional questions, please feel free to contact our office.
We have reviewed [redacted] complaint and we are responding accordingly. In her complaint [redacted] states that she cancelled her trip for her own illness and submitted the required documentation. Please note that while the plan does contain coverage for a...
cancellation as a result of an illness of the traveler, the plan contains specific requirements which would make said insured eligible for reimbursement. In particular, in order to qualify for coverage as a result of an illness, the insured must undergo examination and treatment by his or her physician during the coverage period and at the time of cancelation. From the information submitted, [redacted] did not meet these plan requirements, not having undergone an examination and received treatment from a physician at the time of her cancelation. As such, [redacted] was not eligible for reimbursement under the plan and we were unable to consider her request for refund. Please note that the plan in its entirety was provided to [redacted] prior to and concurrent with her purchase, including the plan requirements regarding a cancelation due to an illness. Further, an additional copy of the plan was provided with her booking confirmation. As such, [redacted] had ample opportunity to review these plan requirements. We trust this has responded to the concerns raised in [redacted] complaint. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’ complaint regarding her sister’s claim for Trip Cancellation benefits. Please note that [redacted]’ sister, [redacted], was booked to travel on December *, 2015 but cancelled several days prior to departure due to her own medical...
condition. A claim was initiated for [redacted] and a claim form was sent to her for completion. As a part of this claim form, there is an Attending Physician Statement that is to be completed in full by the treating physician. When the claim form was originally returned it did not include a completed Attending Physician Statement. Rather, a letter was submitted which provided only partial medical information regarding [redacted]’ reason for cancellation. As the balance of the information was needed to enable us to review the claim, we did send correspondence to [redacted] to request the Attending Physician Statement be completed and returned. Prior to receipt of this complaint, [redacted] contacted our office on her sister’s behalf to discuss the matter, explaining the language barrier with her sister’s physician and the documentation previously submitted as verification of the medical condition and treatment of [redacted]. I am pleased to advise that, after further review, we did agree to honor the claim despite not receiving the full response requested. Accordingly, payment was provided to [redacted] on March *, 2016 in the amount of $660.15, representing the full airline ticket cost. As this claim has now been settled we trust this will conclude this matter. Should you have any additional questions, please feel free to contact our office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I was only refunded $250 by [redacted] last week. Why not the $400 ($200/passenger)?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We are in receipt of the complaint filed by [redacted] and are responding accordingly. [redacted] initiated a claim with our office seeking reimbursement for his missed return flight due to his illness. Unfortunately, the documentation needed to process [redacted]’s claim,...
including the documentation regarding his missed flight as well as documentation regarding his rescheduled return travel were not supplied to our office with his initial submissions. As such, we requested this additional documentation, as well as clarification from [redacted] regarding the circumstances surrounding his delayed return which occurred some two months after his originally scheduled travel date. However, I am pleased to advise shortly before receipt of this complaint, [redacted] did submit the additional documentation requested which allowed us to finalize his claim. Accordingly, payment in the amount of $602.97 was provided to [redacted] on May **, 2017. Please understand that the plan fees are non-refundable. As this claim is now settled we trust this will conclude this matter. Should you have any additional questions, please feel free to contact our office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This complaint has not been resolved, I pick not resolved, I still dont have my...
money
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
P.S. I do strongly recommend putting the author of the reply through a remedial computer course, seeing that there is a repeated mistake of an "s" where there should be an "r", as in "Ms" instead of the appropriate "Mr". Seeing that there is an inability to read, I hope this same negligence isn't present with other clients.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. After issues with my address, the check arrived by [redacted] this morning (04/**/16).
Sincerely,
[redacted]
We have reviewed [redacted]’s complaint and we are responding accordingly. In his complaint, [redacted] states that he has been unable to proceed with his claim, alleging that we have refused to send the Attending Physician Statement to him for completion while he is currently in the...
hospital. Please note that we originally sent the required form on 2/**/17 via email, shortly after [redacted] had initiated the claim earlier that afternoon. [redacted] emailed us back that evening to inquire what other information was needed. We replied to him on 2/**/17, explaining the letter sent to him the prior day and attaching an additional copy of the letter with that email. The response received from [redacted], on 2/**/17, was simply an inquiry as to the status of his claim, without submission of the completed form, as requested. We responded to [redacted] later that day to again advise of the additional information needed, and we provided an additional copy of the letter sent to him on 2/**/17. Shortly thereafter, later on 2/**/17, [redacted] sent a responding email, demanding his refund but again, not providing the requested documentation. Concurrent with sending this email, [redacted] also called our office, advising he is in the hospital and does not have a printer and cannot get mail. At that time we offered to fax the form to the hospital if he could receive a fax through them and provide us with a fax number. [redacted] provided a fax number and the form was faxed out accordingly, with a fax delivery confirmation received. Upon receipt of this complaint we have made numerous attempts to reach [redacted] at the telephone numbers he had previously provided. We attempted to reach him on 3/*/17, 3/*/17, 3/*/17 and 3/*/17. To date, we have received no return call from [redacted]. As previously advised to [redacted], the completed Attending Physician Statement is required in order for us to continue our review of his claim. Should he still be in need of a copy of this form, we ask that [redacted] call our office and provide a current fax number or email address for us to use. We trust this has provided the necessary clarification and time frame regarding our efforts in assisting [redacted]. Should you have any additional questions, please feel free to contact us.
As previously advised, the plan in its entirety is made available for review prior to purchase. This includes the listing of all the specified reasons for cancellation, the notice of the 10-day Right to Examine as well as our contact information for any questions about the plan while reviewing it.
Further, as advised, the booking confirmation sent to the traveler also contains links to the full plan terms and conditions. The pdf attached is a copy of the actual claim submission of the booking confirmation that [redacted] had received from Expedia, via email, upon her purchase. The areas highlighted are the links that [redacted], as the purchaser, would have been able to use to hyperlink to the full description of coverage, a copy of which I have also attached. We would now direct your attention to the second page of said document.
On the fourth bulletin from the top of that page, it states:
• View the complete terms and the condition of the description of coverage.
Please note that the highlighted words “description of coverage” is the first hyperlink to the plan document.
In addition, in the section below where it states:
“You have purchased the travel protection plan. Please refer to your itinerary number when calling to ask question or file a claim.”
Once again, the highlighted words “travel protection” are the second link to the plan document itself.
Please understand that the original copy of this confirmation sent to [redacted] via email is a color document. As such, the links noted are in a contrasting color, as well as in a different font, to the remainder of the sentence text to further identify them.
As advised previously, the reason for [redacted]’s cancellation is not among the specified reasons under the plan and therefore we are unable to consider the request for reimbursement and no payment shall be forthcoming.
Should you have additional questions, please feel free to contact our office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
It appears that the Insurance company is applying an exclusion that is irrelevant. Exclusion Section, item 10, “medical treatment during or arising from a Covered Trip undertaken for the purpose or intent of securing medical treatment", would have applied had I suffered any illness or injury during my trip. I feel the contract language is ambiguous at best. However, I read contract exclusion #10 as the company is protecting itself from travelers that get injured during their trip and then try to file claims. I find it extremely self-serving that the insurance company can spin the language any way that is needed to avoid issuing a refund.My surgeon did not have a scheduling conflict. He had an unexpected emergency that forced his office to cancel over two weeks of surgery and appointments. There is no exclusion for a doctor cancelling surgery. Let's be real here. Contract language rarely covers every possible event that may occur. At some point, common sense must prevail. My surgeon wrote a letter that I previously attached for your review, stating clearly that the cancellation was on him not me. The bottom-line is that I notified the Insurance Company nine days after I booked my reservation and four days before departure. The company insisted that I had to file a claim. The Insurance Company never offered to reimburse me for my Flight Plan Insurance despite being within nine days of purchase. So, I filed the claim and then learned that the Insurance Company extended its empathy but denies any reimbursement for itinerary expenses. We could have saved each other a lot of time had I been told by the Insurance Company agents that I was wasting my time filing a claim, that my only option was to request a refund for my Flight Protection Plan payment. That action alone would have been enough to tell me that the Insurance Company had no intention to honor my claim. Instead, I do not even qualify for my Flight Plan Protection insurance refund because I followed the Insurance Company’s instructions to file a claim. I missed the policy reimbursement because of the lengthy claim process.
We have reviewed [redacted]s complaint regarding the claims process with regard to his Rental Car Damage coverage claim. Please understand that in order to fully review and finalize a claim, specified documentation is required, including but not limited to: an incident report, a...
police report, a rental agreement and a repair estimate/receipt. When [redacted] originally submitted his claim form to our office he did not include all of the above necessary documentation. Accordingly, we sent correspondence to [redacted] on September **, 2016 requesting he forward such information and documentation. In addition, we sent notices every 30 days following that initial correspondence, through January, **, 2017, again advising of the need for the complete information to finalize the claim. Following receipt of this complaint, we again reviewed the information needed to finalize the claim. Though the insured is responsible for submitting all items needed to review a claim, we did take the liberty to contact the rental company’s agent on his behalf to obtain the outstanding information. I am pleased to advise that such information was received and payment was sent to the rental company’s agent, JNR Adjustment Co., Inc., directly on January [redacted] 2017, in the amount of $3,930.96 which sum represents the applicable covered expenses less the $250.00 plan deductible. As this matter has now been settled under the plan terms, we have taken the liberty of closing this file. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] states that she submitted the information needed regarding her cancellation and we have not yet provided her refund. Please note that we have advised [redacted] several times what information is needed in order to continue our review of her claim. When [redacted] submitted her claim form to us, she did not complete Section III, the Patient Medical Information, nor did she submit a completed Attending Physician Statement and a signed authorization. As has been explained to [redacted], in order to for us to continue our review of her claim, sufficient medical documentation must be submitted to allow us to confirm that her reason for cancellation meets the plan’s terms and conditions. As well as this documentation having been requested on the claim form, which [redacted] did not complete, we also requested this information by letter on January *, 2017 and sent follow up written requests on February [redacted] and March [redacted]. In addition, we discussed what information was needed with [redacted] during a telephone call with her on January [redacted]. Please note, in addition to our direct contact with [redacted], we did affirm to the representatives from the travel suppliers she had contact us on her behalf that this medical documentation was needed to continue the claims process. Based on our discussion with the travel supplier’s representative on March [redacted], [redacted] indicated she would be sending in a letter from her doctor regarding the consultation she had due to her illness. Please understand that until sufficient medical documentation has been submitted to allow us to continue our review of the claim, we will be unable to make any determination on [redacted]’ request for reimbursement. We trust this has addressed the concerns raised in [redacted]’s correspondence. Should you have any additional questions regarding this matter, please feel free to contact our office.
We have reviewed [redacted]s complaint regarding his claim for Trip Delay benefits for himself and his traveling companion. When originally submitted, [redacted] provided verification that he and his traveling companion experienced a flight delay on their outbound flight to St. Lucia on...
10/**/16. However, as that was prior to the scheduled trip booked through Funjet, which commenced on 10/**/16, we were unable to use that verification as a reason for the delayed check-in to their hotel on the [redacted]. Subsequent to this complaint, [redacted] provided additional information regarding the original booking of this trip. Based on this additional information, we have agreed to extend such Trip Delay coverage to the delayed check-in for [redacted] and [redacted]. Accordingly, payment in the amount of $200 per person has been provided to the travelers directly. As this matter has been resolved, we trust that this issue is now closed and we have sufficiently responded to the concerns contained in [redacted]s complaint. Should you have any additional questions, please feel free to contact our office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I will take matters up with my airline...as they accepted my dr note for another flight..as I stated I will let my fans around the world know the disgrace scam of a company you are.
[redacted]
We have reviewed [redacted] additional comments regarding the premium refund she had requested. As previously advised a premium refund in the amount of $639.00 was agreed to and was being provided by the tour operator directly. In [redacted] communication of January **, 2016, she advised she received confirmation of only a portion of such refund, in the amount of $440.00, having been provided.
Please be advised that we did reach out to the tour operator to confirm the refund provided. We have been advised that two separate refunds were processed for [redacted] on January *, 2016, both back to their original forms of payment. More particularly, one refund in the amount of $440.00, was provided to [redacted] to her credit card ending in 0020, and a second refund, in the amount of $199.00, was provided to [redacted] to her credit card ending in [redacted].
As these two refunds equal the agreed upon refund of $639.00 we trust this matter is now concluded. Should you have any further questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. In his claim, [redacted] advised that he no longer needed to travel as the business contract for which he had purchased the airline ticket was cancelled and he no longer needed to travel. As was...
explained to [redacted], the plan he purchased contains a listing of specified reasons, both medical and non-medical, which would make one eligible for benefits under the Trip Cancellation coverage. However, a cancellation due to the loss of a business contract is not among the list of specified reasons. As such, we are unable to consider [redacted]’s request for reimbursement. While we certainly appreciate [redacted]’s disappointment regarding the outcome of his claim, we must consider each claim under the terms and conditions of the plan. Please note the full plan, including all terms, conditions and exclusions, was provided to [redacted] prior to and concurrent with his purchase. Further, our contact information is provided for any questions regarding the plan. Finally, the plan contains a 10-day free look period wherein an insured may cancel the coverage within 10 days of purchase should they decide it does not provide the coverage which they are seeking. We trust that we have provided the requested clarification of the handling of this claim. Should you have any additional questions, please feel free contact our office.
We have reviewed [redacted]’s additional comments and are responding accordingly. [redacted] is arguing that his temporary inability to attend his place of employment constitutes a layoff. However, there is no evidence that at the time in question [redacted] was contacted by his employer and advised that his employment was no longer needed and he was being terminated or laid off. Rather, from the letter which [redacted] submitted with his claim form, dated October [redacted], from the South Carolina Department of Health and Environmental Control, at which he works, it was advised that the office was temporarily closed Octobe** [redacted] due to extensive flooding in the area. It goes on to say that all compensation and leave time has not been approved and advises that any prior time off requests must be used to cover the days during which the office was closed. Further, from [redacted]’s own explanation provided with his claim form, as a result of the time away from work due to this temporary office closure, the time off that he had requested for this trip now must be used to cover the days of the office closure. He concludes by saying that because of this, as well as no longer being financially able to afford this trip, he regretfully requests cancellation. Accordingly, the denial of [redacted]’s claim was appropriate as his reasons for cancellation, the loss of his time off requested and any subsequent financial constraints, do not qualify him for coverage under the plan. Finally, as evidenced by the letter from [redacted]’s employer, he was neither terminated nor laid off from his employment and as such, we are unable to consider his request on such basis. With regard to [redacted]’s mention of the definition of Natural Disaster, please note that as there was no shutdown of all local airports for a period greater than 72 hours at the time of his scheduled flight, nor was [redacted]’s own home made uninhabitable at that time, we are unable to consider his request on this basis. While we certainly understand [redacted]’s disappointment with the outcome of his request for reimbursement, we must review each claim in accordance with the terms and conditions of the plan. We trust that we have provided the requested additional clarification of the handling of this claim and this matter is now closed. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and correspondence and we are responding accordingly. In his complaint, [redacted] advised that he was unable to travel due to work obligations following his having missed a week’s time from work. [redacted] was absent from work for one week...
due to flooding in his area. As a result of having been away from his job for a week, and the financial impact that caused him, he was unable to continue on with his planned travel. Unfortunately, neither of these issues is covered under the plan. Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan. However, work obligations, a loss of vacation days and any unexpected financial concerns as a result of missing a week of work are not among the specified reasons. While we certainly appreciate the circumstances in which [redacted] found himself, regrettably as these are not specified reasons for cancellation under the plan, we are unable to consider his request for reimbursement. Further, pursuant to [redacted]’s correspondence with our office directly, subsequent to the filing of this complaint, please understand that [redacted]’s inability to attend his work obligations, and any loss of income due to his inability to attend to his work obligations, do not constitute a job loss or layoff. We hope this has provided further understanding of the determination made on [redacted]’s claim. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted] complaint and we are responding accordingly. In his complaint, [redacted] advised that he cancelled his travel plans because the appointment he had in Virginia for which he had booked this trip was cancelled. As such, he no longer needed to travel to...
Virginia and submitted his claim seeking reimbursement of his trip cost. Unfortunately, [redacted] reason for cancellation is not one covered under the plan. Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons, as specified in the plan. However, the cancellation of a scheduled appointment for which the plan participant booked the trip, is not one such specified reason. As such, we are unable to consider his request for reimbursement on such basis. Please note that, prior to purchase, the plan in its entirety, including the complete listing of the specified reasons for eligibility for coverage, is provided to each prospective insured. As such, [redacted] was advised of the full terms and conditions of the plan prior to his purchase. While we understand [redacted] disappointment at the outcome of his request for reimbursement, we hope this has provided further clarification of the claim determination made and understanding that each request must be considered in accordance with the terms and conditions of the plan purchased.
We are in receipt of the complaint submitted by [redacted] and are responding accordingly. As per the information received, [redacted] and his family cancelled their trip to Aruba due to concerns related to the [redacted]. The Plan the [redacted] purchased provides a...
reimbursement as a result of a trip cancellation in the event of certain risks, both non-medical and medical. One such specified medical reason is a cancellation due to a Sickness. Sickness is defined in the Plan as follows: Sickness means an illness or disease of the body which: 1) requires examination and treatment by a Physician, and 2) commences while the plan is in effect. The Plan also contains specific exclusions to the eligibility for coverage. One such exclusion states the following: General Plan Exclusions In Parts A & B: We will not pay for any loss caused by or incurred resulting from:… normal pregnancy, except if hospitalized; From the information received, there is no indication that [redacted] was suffering from a Sickness, as defined under the Plan, at the time of the cancellation, Rather, we understand that the reason for the family’s decision to cancel their travel plans was due to her pregnancy and the concerns for the potential of an illness occurring in relation to the [redacted]. While we certainly can appreciate and empathize with the [redacted]’ decision to cancel their trip, unfortunately, as the reason for such cancellation, namely the concern for the potential of contracting an illness, is not a specified reason under the Plan, we were unable to consider their request for reimbursement. Please note that the Plan in its entirety, including all specified reasons for cancellation, as well as all specific exclusions to the eligibility for coverage, are provided to the participant prior to and concurrent with their purchase of the plan. In addition, our contact information is provided should a potential plan participant have any questions regarding the plan. We trust we have addressed the issues raised in [redacted]s complaint. Should you have additional questions, please feel free to contact our office.
We have reviewed [redacted] complaint and we are responding accordingly. In her complaint [redacted] states that she cancelled her trip for her own illness and submitted the required documentation. Please note that while the plan does contain coverage for a...
cancellation as a result of an illness of the traveler, the plan contains specific requirements which would make said insured eligible for reimbursement. In particular, in order to qualify for coverage as a result of an illness, the insured must undergo examination and treatment by his or her physician during the coverage period and at the time of cancelation. From the information submitted, [redacted] did not meet these plan requirements, not having undergone an examination and received treatment from a physician at the time of her cancelation. As such, [redacted] was not eligible for reimbursement under the plan and we were unable to consider her request for refund. Please note that the plan in its entirety was provided to [redacted] prior to and concurrent with her purchase, including the plan requirements regarding a cancelation due to an illness. Further, an additional copy of the plan was provided with her booking confirmation. As such, [redacted] had ample opportunity to review these plan requirements. We trust this has responded to the concerns raised in [redacted] complaint. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’ complaint regarding her sister’s claim for Trip Cancellation benefits. Please note that [redacted]’ sister, [redacted], was booked to travel on December *, 2015 but cancelled several days prior to departure due to her own medical...
condition. A claim was initiated for [redacted] and a claim form was sent to her for completion. As a part of this claim form, there is an Attending Physician Statement that is to be completed in full by the treating physician. When the claim form was originally returned it did not include a completed Attending Physician Statement. Rather, a letter was submitted which provided only partial medical information regarding [redacted]’ reason for cancellation. As the balance of the information was needed to enable us to review the claim, we did send correspondence to [redacted] to request the Attending Physician Statement be completed and returned. Prior to receipt of this complaint, [redacted] contacted our office on her sister’s behalf to discuss the matter, explaining the language barrier with her sister’s physician and the documentation previously submitted as verification of the medical condition and treatment of [redacted]. I am pleased to advise that, after further review, we did agree to honor the claim despite not receiving the full response requested. Accordingly, payment was provided to [redacted] on March *, 2016 in the amount of $660.15, representing the full airline ticket cost. As this claim has now been settled we trust this will conclude this matter. Should you have any additional questions, please feel free to contact our office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I was only refunded $250 by [redacted] last week. Why not the $400 ($200/passenger)?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We are in receipt of the complaint filed by [redacted] and are responding accordingly. [redacted] initiated a claim with our office seeking reimbursement for his missed return flight due to his illness. Unfortunately, the documentation needed to process [redacted]’s claim,...
including the documentation regarding his missed flight as well as documentation regarding his rescheduled return travel were not supplied to our office with his initial submissions. As such, we requested this additional documentation, as well as clarification from [redacted] regarding the circumstances surrounding his delayed return which occurred some two months after his originally scheduled travel date. However, I am pleased to advise shortly before receipt of this complaint, [redacted] did submit the additional documentation requested which allowed us to finalize his claim. Accordingly, payment in the amount of $602.97 was provided to [redacted] on May **, 2017. Please understand that the plan fees are non-refundable. As this claim is now settled we trust this will conclude this matter. Should you have any additional questions, please feel free to contact our office.