We have reviewed [redacted]’s further comments and are responding accordingly. While [redacted] insists beds were available at his preferred hospital in Orlando, the information provided by the hospital itself to the assistance company pertained to the acceptance of [redacted] as a patient. Based upon the information we have received from the assistance company, Florida Hospital in Orlando advised the assistance company that acceptance of [redacted] would take 2 to 3 days’ time, thus delaying his needed evacuation. Contrary to that, the hospital in Ft. Lauderdale confirmed acceptance of [redacted]’s admittance on the day requested. Accordingly, for the benefit of [redacted]’s wellbeing, and to effectuate his evacuation as timely as possible, the assistance company proceeded with the evacuation to the hospital in Ft. Lauderdale. With regard to the comment of hotel availability for [redacted] in Ft. Lauderdale, please understand we are unable to comment on such availability throughout the city of Ft. Lauderdale at that time. However, please understand that the primary purpose and focus of a medical evacuation is to ensure the safe transfer of a patient to a treating facility. Once again, please understand that we will not be entertaining any settlement request issued by [redacted] and no settlement offer shall be forthcoming. We trust that we have addressed the additional comments raised in [redacted]’s response. Should you have any additional questions, please feel free to contact us.
We have reviewed [redacted] complaint and the email correspondence received directly from him, and we are responding accordingly. In his complaint, [redacted] advised that he was unable to travel due to work obligations. Unfortunately, this is not one of the covered reasons for...
cancellation under the plan. Rather, the plan specifically excludes coverage for a cancellation due to a business obligation. As such, we are unable to consider [redacted] request for reimbursement. While we certainly appreciate the disappointment [redacted] demonstrates in his correspondence, 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. Please note that the [redacted]s’ claim was denied based on the fact that the purpose of the trip was for [redacted] to undergo medical treatment. As this is specifically excluded from the definition of a Covered Trip, the [redacted]s are not eligible for coverage under this plan. Further, as advised in our prior response, even if the [redacted]s’ travel plans had met the definition of a Covered Trip under the Plan, the reason for the cancellation was due to the surgeon having an emergency and being unable to perform the procedure as originally scheduled. We understand that [redacted] disagrees with our classification of such situation as a scheduling conflict of his surgeon. Please be assured that the situation itself, be it termed a scheduling conflict or an unexpected emergency of the surgeon’s, such situation would not be one covered under the plan. [redacted] notes that the plan does not list such particular situation as a specific exclusion and he is correct. However, this is a named peril policy and as such, unless the reason for cancellation falls under one of the specified reasons for coverage contained in the plan, the insured is not entitled to reimbursement under the plan. Finally, as also previously explained, as the medical condition itself, for which [redacted] had arranged the travel for its treatment, as such condition was not one that had commenced while the plan was in effect, it does not meet the definition of Sickness under the plan and we were unable to consider the requested reimbursement on this basis as well. Accordingly, we hereby maintain our denial of the [redacted]s’ claim and no reimbursement of their trip costs is due. However, we have noted [redacted] mentions in his recent correspondence that, had he been aware he was not eligible for such coverage when he initiated his claim, some 10 days after purchasing the coverage on September **, 2016, he would have requested a refund of the plan fees. Please understand that all claim determinations are made upon receipt of all pertinent claim documentation. Such documentation was not submitted by [redacted] until September **, 2016. While [redacted] did not in fact request a refund of his plan fees at the time of his claim initiation, within the 10 day free look period of the plan, we will make a business consideration and honor such contact with our office as tantamount to a request for a refund of the plan fees. As such, we have authorized the refund of these fees, in the amount of $19.00 per person, to the [redacted]s, in the same form in which payment had been made. We trust this has provided the further clarification needed regarding the determination made on the [redacted]s’ claim. Should you have any additional questions, please feel free to contact our office.
We have reviewed the complaint submitted on behalf of [redacted] and we are responding accordingly. Based on the information received, [redacted] was scheduled to have surgery on or about June *, 2017. Following that surgery, he had been scheduled to take leave during his recovery period and...
it was for this leave that an airline ticket was booked, and coverage purchased. However, shortly before his scheduled surgery, permission for the surgery was denied and therefore, the surgery did not go ahead as planned. Consequently, as [redacted] did not undergo surgery, the leave he was being granted for his recovery period, was subsequently withdrawn. Without such leave, [redacted] no longer had a need for, and was unable to make use of, his airline ticket and said ticket was cancelled, with this claim being initiated. As the basis of the reason for cancellation was due to the withdrawal of [redacted]’s scheduled leave from his military duties, this is not a specified reason and we are unable to consider the request for reimbursement on such basis. In addition, from the medical information received, we noted no verification of medical examination and treatment during the coverage period, for a condition that first began after the effective date of the coverage, which is required by the plan. Accordingly, we notified [redacted] of our denial of his request for reimbursement. Subsequent to our initial determination, [redacted] contacted our office to request a further review of his claim, on the basis of the medical condition for which he was scheduled to undergo treatment, and we agreed to obtain additional medical documentation from his physician, requesting same on August *, 2017. We received these records on September *, 2017 and have completed our review of same. Based on the records received, we have determined that we are unable to consider [redacted]’s claim on the basis of his medical condition. From the information received, we have confirmed that the condition in question is not one which commenced while his coverage was in effect, as is required under the plan. More particularly, this was a condition which began prior to his purchase of the plan on April **, 2017. Based on this additional medical documentation and the plan language, we are unable to consider this claim based on the medical condition itself. Further, as noted above, as the reason for the cancellation was due to his inability to travel subject to the withdrawal of the anticipated leave for which this ticket had been purchased, and such reason is not one specified in the plan, we are unable to consider the request on this basis either. Accordingly, by copy of this response, as well as under separate cover, we are advising [redacted] of the final determination made on this claim. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided upon booking contained a link to the plan, including the specified reasons for cancellation and the contact information for our office for any questions regarding the plan, as well as a notice of a 10 day right to examine the plan to determine if it meets with the insured’s needs. We trust that we have addressed the concerns raised in this complaint. Should you have any additional questions, please feel free to contact us.
We have reviewed [redacted]’s complaint and we are responding accordingly. Please note that this complaint is the first notice we have received regarding this matter. Please allow us to take this opportunity to advise that the plan purchased does contain a list of specified reasons...
for cancellation, both medical and non-medical, which would make one eligible for reimbursement. In order to qualify for coverage, the plan participant’s reason for cancellation must fall within the terms and conditions of the plan and the appropriate supporting documentation must be submitted for our review and determination. The list of specified, non-medical reasons for cancellation are contained in the plan under Other Covered Events, and read as follows: Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy: (a) being directly involved in a documented traffic accident while en route to departure; (b) being hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer; (c) having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster; (d) Your involuntary termination of employment or layoff which occurs after your effective date of coverage. You must have been continuously employed with the same employer for 1 year prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self- employed persons. In order to be eligible for coverage under the Plan, the non-medical reason for a cancellation must meet one of the above specified reasons. Without a claim being initiated, we are unable to speak to any coverage to which [redacted] may have been entitled upon the cancellation/change of his original travel plans. However, as [redacted] notes, the plan purchased does also contain an [redacted] Vacation Waiver which allows a plan participant to cancel or change their scheduled plans, on a one time basis, for any reason, and receive reimbursement of any change fees applied by the airline. From [redacted]’s complaint, we understand that he did make an initial change to his original scheduled travel plans and he has indicated that for this he was charged a $200 per person change fee for which he requested reimbursement from [redacted] directly, under the terms of this Waiver. It is our understanding that [redacted] subsequently made a second change to his itinerary for an additional fee but does understand that the Waiver applies only to the initial change made. As such, he has indicated that he is seeking recovery of only the $200 per person change fee imposed on the initial change. As indicated above, such recovery under the Waiver is handled by [redacted] directly. Accordingly, we did reach out to [redacted] to determine the status of such request. We have confirmed with [redacted] that the applicable refund of the fees charged to [redacted] upon the initial change of his travel plans has been processed by [redacted]. Such refund should be visible to [redacted] shortly with his credit card company. As the requested refund has been provided by [redacted], we have taken the liberty of closing this matter at this time. We trust that we have responded to the concerns in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. Based on the information received, [redacted] cancelled her scheduled trip because the event for which she had purchased the airline ticket was cancelled and therefore, she no longer had a need to travel. ...
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, as a change in plans due to the cancellation of a planned event is not one of the covered reasons under the plan, we were unable to consider her request for reimbursement. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided to [redacted] contained a link to the plan, including the specified reasons for cancellation as well as the contact information for our office for any questions regarding the plan and notice of a 10 day right to examine the plan to determine if it meets with the insured’s needs. Finally, with regard to [redacted]’s comments regarding the time frame of the claims process, please note that [redacted] initiated a claim with our office on January *, 2017 and a claim form was sent to her for completion on January 9th. [redacted]’s completed claim form was received on January [redacted] and the claim determination was made the following day, at which time we sent [redacted] notice of the decision. Further, [redacted]’s appeal letter was received in our office on January [redacted] and our response back to [redacted] reaffirming our decision on the claim was sent on January [redacted]. As such, we see no issue with the processing of [redacted]’s claim. We trust that we have addressed the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact us.
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:
[Your Answer Here]
They only did this because I resorted to you guys since they wanted to rip me off after they told me that the checks wouldve been made. You cant allow business like this keep ripping clients off.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have reviewed [redacted]’s further comments and respond accordingly. We understand [redacted] states she did not receive the automated response when she sent an email to [redacted]. The automated response noted in our prior reply is what is sent upon receipt of an email to this email box. I attach a copy of the test email I sent in review of this matter and confirmed the response is generated automatically. I cannot speak to any issue regarding [redacted]’s receipt of such automated email response. With regard to the claim matter itself, [redacted] states that she already had her physician submit paperwork regarding her illness and she is reluctant to request further documentation. Please note that the medical documentation Dr. D[redacted] submitted states clearly that the only examination/consultation and treatment provided to [redacted] was on February **, 2017. As this was well prior to her coverage period of June **, 2017 through September **, 2017, we are unable to consider such visit with regard to the claim. As [redacted] contended in her prior response that she in fact consulted with Dr. D[redacted] and was prescribed additional medication for an exacerbation shortly before the scheduled trip, we invite Dr. D[redacted] to provide the documentation of such consultation (i.e. – date and time of consultation, the reason for the consultation, diagnosis, medical advice provided, etc.) and the prescription provided at that time in order to further consider this claim. Again, without any further documentation confirming such consultation and treatment, we are unable to further review this matter. We trust this responds to the additional comments from [redacted]. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted] complaint and are responding accordingly. The plan [redacted] purchased does provide reimbursement for a cancellation due to a Sickness. However, in order to qualify for reimbursement, the reason for cancellation must meet the plan...
requirements. These requirements include: The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip. However, based on the information submitted by [redacted] on March, *, 2016, he confirmed that he did not seek medical treatment and underwent no examination by his physician at the time of his cancellation. Rather, as verification of his illness, he submitted a note from his company confirming he had not traveled on his business trip due to illness, and again confirming that [redacted] sought no medical attention for this illness. As [redacted] underwent no examination nor received any treatment at the time he cancelled the trip, he did not meet the plan requirements and we advised him by letter on March **, 2016 that we were unable to consider his request for reimbursement. Please note that the plan in its entirety, including all plan terms, conditions and requirements for eligibility for reimbursement, is provided prior to and concurrent with the purchase of the plan. While the plan does provide coverage in the event of a cancellation for an illness, the plan clearly advises that the insured must meet certain criteria to be eligible for reimbursement for a cancellation due to such an illness. As [redacted] did not meet this criteria, as indicated above, the denial of his request for reimbursement was appropriate in accordance with the plan language. While we certainly understand [redacted] disappointment in the denial of this claim, please understand that we must consider each claim under the terms and conditions of the plan purchased. We trust that we have responded to the issues raised in [redacted] complaint. 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 his complaint, [redacted] advised that he cancelled his travel plans because the surgical procedure for which he had booked this trip was cancelled due to a scheduling conflict of the surgeon. As such, he no...
longer needed to travel at that time and submitted his claim seeking reimbursement of his and his wife’s trip cost. Unfortunately, we are unable to consider [redacted]’s request on several basis. The Plan [redacted] purchased will provide a reimbursement for a cancellation of a Covered Trip due to a number of both medical and non-medical reasons, as specified in the plan. However, based on the information received, namely that [redacted] had booked this trip for the purpose of obtaining medical treatment, such travel plans do not qualify under the definition of a Covered Trip and we are unable to consider his request for reimbursement on such basis. Further, even if [redacted]’s travel plans had met the definition of a Covered Trip under the Plan, the reason for the [redacted]’s cancellation, namely the scheduling conflict of his surgeon, is not among the specified reasons for coverage under the Plan and we would have been unable to consider the request for reimbursement on such basis. Finally, a cancellation due to a sickness or injury are among the specified reasons for eligibility of coverage, however, the medical condition must meet the plan’s definitions for such Sickness or Injury, more particularly in this instance, that said condition first occurs or commences while the plan is in effect. As [redacted] booked said travel plans on September *, 2016 for the sole purpose of undergoing said surgical procedure, the condition in question was not one which had first occurred or commenced after his purchase of the plan. Based on all of the above, we are unable to consider [redacted]’s request for reimbursement of his and his wife’s travel expenses. Please note that, prior to purchase, the plan in its entirety, including the complete listing of the specified reasons for eligibility for coverage, as well as the plan’s definitions, 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]’s 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. Please note that at the time of receipt of this complaint, we had not yet received [redacted]’s completed claim form. Please be advised that such claim form was received on September **, 2016 and we advised [redacted] of the determination made on his claim by letter of that same date.
We have reviewed [redacted]’s complaint and we are responding accordingly. Based on the information received, [redacted] cancelled her scheduled trip, a visit to her family member for the Thanksgiving holiday, because her family member was no longer going to be in town to host her during her...
trip. 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, as a change in plans due to the cancellation of a planned event, or a family member being unable to host a traveler, is not one of the covered reasons under the plan, we were unable to consider her request for reimbursement. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided to [redacted] contained a link to the plan, including the specified reasons for cancellation as well as the contact information for our office for any questions regarding the plan. Finally, with regard to [redacted]’s request for a credit, please note that if she cancelled her flight prior to the departure time, we would kindly suggest that she reach out to the airline to determine if there is any credit available to her on her canceled ticket. We trust that we have addressed the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact us.
We are in receipt of the complaint filed by [redacted] and are responding accordingly. [redacted] cancelled her scheduled trip due to her own medical reason. In order to determine that the reason for the cancelation meets the plan requirements, sufficient medical documentation...
is needed. However, the original submission from [redacted] did not contain such medical documentation and we had to request she submit such additional information. I am pleased to advise that we have now completed our final review of all pertinent information submitted and are now able to make payment on the claim. Accordingly, payment in the amount of $549.00 will shortly be sent to [redacted] directly. 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:
I contacted the business stating that I could not receive a different medical note. I never received a response back after that. I would have never paid for the insurance if I knew that it would be this difficult to receive my money back. I called in and customer service was rude about the whole situation. I never received the terms and conditions that said all of the "you have to have a doctors note". I believe I am receiving the run around. I'm not only if of money for the trip but also for insurance that didn't work at all.[redacted]
We have reviewed [redacted]’s complaint and correspondence and we are responding accordingly. In his complaint, [redacted] advised that he cancelled his scheduled trip due to the death of an immediate family member. He contends that he has submitted the necessary documentation and...
has failed to receive a response from our office. Please note, [redacted] submitted his claim form and noted his reason for cancellation was due to the death of an individual he noted as a close friend/cousin, a [redacted], DOB [redacted], indicating she passed on or about [redacted]. Though [redacted] provided no verification of the death of this individual, as the relationship noted by [redacted] on his claim form, that of close friend/cousin, was not within the definition of an Immediate Family Member contained in the plan, we were unable to consider [redacted]’s request for reimbursement and the claim was denied. We advised [redacted] of this determination on September **, 2016. Following this denial, [redacted] sent correspondence to our office claiming that per the African American culture, as the individual in question was raised in the same home with him, they were considered to be immediate family. We responded to [redacted] on October **, 2016, advising that we must review the claim under the terms, conditions and definitions of the plan purchased, and as such, we were unable to consider the claim. [redacted] then contacted our office again to advise that though the sufferer was his cousin, his parents had adopted her and therefore she was his sister. [redacted] was advised to submit the documentation of this and we would gladly re-review his claim. The documentation [redacted] submitted however, did not confirm that the individual listed on his claim form, [redacted], DOB 2/**/1999, was in fact adopted by his parents. Rather, though the document [redacted] submitted was a Final Order of Adoption, the adoptee was one [redacted] DOB 7/**/2012, and was adopted by one [redacted]. As the individual listed on this adoption order was not the individual for whose death [redacted] had previously claimed to have cancelled his trip, we advised of this inconsistency in our correspondence of December **, 2016 and noted that we would be unable to consider his claim based on the documentation he submitted. Should [redacted] have the appropriate documentation, namely the death certificate of [redacted], DOB [redacted], as well as the adoption order for [redacted], including confirmation that the adoptive parents were indeed [redacted]’s own parents, he should submit same to our office for our review. However, until such time, we will be unable to consider [redacted]’s request for reimbursement and no payment shall be forthcoming. We trust this has responded to the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted] complaint regarding her request for a refund of the protection plan fees she paid for two separate hotel bookings she had made for travel in September and October of this year. Please note that though [redacted] initiated claims with our office for recovery...
of these hotel expenses, she did not submit completed claim forms to allow us to review such request. Rather, the only document received following the initiation of [redacted] claims was this complaint. We noted in her complaint that [redacted] advised that she cancelled her planned trips due to her concerns regarding the Zika virus and her pregnancy. Please understand that we were not afforded the opportunity to review her claim on such basis. However, [redacted] did also advise in her complaint that she obtained full refunds of her hotel bookings from Priceline directly. We have confirmed this information with Priceline directly. Please note that the plan fees are non-refundable even if no penalty is assessed on a particular booking, as the risk is assumed from the date of purchase of the coverage. However, as a courtesy, as [redacted] received a full booking refund from Priceline, we have agreed to provide the requested premium refunds. Accordingly, these refunds, in the amounts of $10 and $15 respectively, are being provided to [redacted] at this time in the same form in which payment had been received. We trust this shall 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:
[Then they need to change the title of the cancellation plan - it should be a termination plan. I have used cancellation plans from Am track, Southwestern, etc. Not please and warn people in the St. Louis area about the policy. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have reviewed [redacted] complaint and are responding accordingly. The plan that [redacted] purchased does indeed offer coverage for a flight cancellation in the event of a job loss. However, there are certain criteria that must be met in order to qualify for such coverage. ...
In particular, there must be verification that the participant was employed with the same employer for a period of three years or greater prior to the termination or layoff. Upon receipt of [redacted] claim submission, there was no documentation confirming the length of her employment prior to her termination in April. Accordingly we sent correspondence to [redacted] requesting this documentation. No such documentation was received. Rather, [redacted] husband contacted our office to advise that his wife had in fact been employed for less than one year’s time prior to this termination. The less than required term of employment was confirmed by [redacted] herself in the subject complaint. Please understand that this plan requirement, together with all the terms and conditions of the plan is contained within the plan document. Further, the plan in its entirety is provided during the booking process for a potential participant’s review. Based on the information provided by the [redacted], outside of and in the complaint submitted, confirm that [redacted] does not meet the plan requirements for length of employment prior to termination, and we must decline [redacted] request for reimbursement at this time. Correspondence confirming the determination made on this claim is being sent to [redacted] directly under separate cover. We trust that we have responded to the issues raised in [redacted] complaint. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. Based on the information received, [redacted] cancelled his family’s scheduled trip as the purpose of the trip was to visit his son prior to his deployment but his son received a change in his orders and was no...
longer going to be at the destination to which the [redacted] were planning to fly. As their son was no longer going to be there to visit with, the [redacted] advised they no longer had a need to travel. Please understand that the plan 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 a change in plans, as a result of an insured no longer choosing to travel due to the unavailability of their son with whom to visit, is not one of the covered reasons under the plan. As such we were unable to consider the request for reimbursement. Please note that this is a named-peril policy, and as such, only cancellations due to one of the specified reasons contained in the plan would make an insured eligible for benefits. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided to [redacted] contained a link to the plan, including the specified reasons for cancellation and the contact information for our office for any questions regarding the plan as well as a notice of a 10 day right to examine the plan to determine if it meets with the insured’s needs. We truly empathize with [redacted] and his family in the disappointment of the cancelled visit and in the denial of their claim. However, we must review each claim in keeping with the terms and conditions of the plan purchased. We trust that we have addressed the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact us.
We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] advised that after booking the trip, she found out that her child’s school year was starting on an earlier date than she expected and as such, she and her family would be unable to...
travel. Unfortunately, [redacted]’s 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, a conflict with a school schedule is not a specified reason in the plan. As such, we are unable to consider [redacted]’s request for reimbursement. Please note that the plan in its entirety is provided to the traveler prior to and concurrent with the purchase. Further, the traveler must initial their understanding and acceptance of such terms in order to complete the purchase. While we understand [redacted]’s disappointment in the outcome of her request for reimbursement, we hope this has provided further clarification of the claim determination and understanding that we must review each request in accordance with the terms and conditions of the plan purchased.
We have reviewed [redacted]’s complaint regarding his request for a premium refund for his and his party’s cancelled airline tickets. Please be advised that upon receipt of the complaint, we did confirm that [redacted]’s premium refund request was received in our office. Such request was...
approved and sent to Expedia for processing. We have confirmed that [redacted] was refunded for the full $96.00 on June **, 2015. Such refund was made back to the original form of payment. Should [redacted] have any further questions regarding this refund, he should feel free to contact our office As [redacted]’s premium refund has been processed we trust this matter is concluded. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s further comments and are responding accordingly. While [redacted] insists beds were available at his preferred hospital in Orlando, the information provided by the hospital itself to the assistance company pertained to the acceptance of [redacted] as a patient. Based upon the information we have received from the assistance company, Florida Hospital in Orlando advised the assistance company that acceptance of [redacted] would take 2 to 3 days’ time, thus delaying his needed evacuation. Contrary to that, the hospital in Ft. Lauderdale confirmed acceptance of [redacted]’s admittance on the day requested. Accordingly, for the benefit of [redacted]’s wellbeing, and to effectuate his evacuation as timely as possible, the assistance company proceeded with the evacuation to the hospital in Ft. Lauderdale. With regard to the comment of hotel availability for [redacted] in Ft. Lauderdale, please understand we are unable to comment on such availability throughout the city of Ft. Lauderdale at that time. However, please understand that the primary purpose and focus of a medical evacuation is to ensure the safe transfer of a patient to a treating facility. Once again, please understand that we will not be entertaining any settlement request issued by [redacted] and no settlement offer shall be forthcoming. We trust that we have addressed the additional comments raised in [redacted]’s response. Should you have any additional questions, please feel free to contact us.
We have reviewed [redacted] complaint and the email correspondence received directly from him, and we are responding accordingly. In his complaint, [redacted] advised that he was unable to travel due to work obligations. Unfortunately, this is not one of the covered reasons for...
cancellation under the plan. Rather, the plan specifically excludes coverage for a cancellation due to a business obligation. As such, we are unable to consider [redacted] request for reimbursement. While we certainly appreciate the disappointment [redacted] demonstrates in his correspondence, 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. Please note that the [redacted]s’ claim was denied based on the fact that the purpose of the trip was for [redacted] to undergo medical treatment. As this is specifically excluded from the definition of a Covered Trip, the [redacted]s are not eligible for coverage under this plan. Further, as advised in our prior response, even if the [redacted]s’ travel plans had met the definition of a Covered Trip under the Plan, the reason for the cancellation was due to the surgeon having an emergency and being unable to perform the procedure as originally scheduled. We understand that [redacted] disagrees with our classification of such situation as a scheduling conflict of his surgeon. Please be assured that the situation itself, be it termed a scheduling conflict or an unexpected emergency of the surgeon’s, such situation would not be one covered under the plan. [redacted] notes that the plan does not list such particular situation as a specific exclusion and he is correct. However, this is a named peril policy and as such, unless the reason for cancellation falls under one of the specified reasons for coverage contained in the plan, the insured is not entitled to reimbursement under the plan. Finally, as also previously explained, as the medical condition itself, for which [redacted] had arranged the travel for its treatment, as such condition was not one that had commenced while the plan was in effect, it does not meet the definition of Sickness under the plan and we were unable to consider the requested reimbursement on this basis as well. Accordingly, we hereby maintain our denial of the [redacted]s’ claim and no reimbursement of their trip costs is due. However, we have noted [redacted] mentions in his recent correspondence that, had he been aware he was not eligible for such coverage when he initiated his claim, some 10 days after purchasing the coverage on September **, 2016, he would have requested a refund of the plan fees. Please understand that all claim determinations are made upon receipt of all pertinent claim documentation. Such documentation was not submitted by [redacted] until September **, 2016. While [redacted] did not in fact request a refund of his plan fees at the time of his claim initiation, within the 10 day free look period of the plan, we will make a business consideration and honor such contact with our office as tantamount to a request for a refund of the plan fees. As such, we have authorized the refund of these fees, in the amount of $19.00 per person, to the [redacted]s, in the same form in which payment had been made. We trust this has provided the further clarification needed regarding the determination made on the [redacted]s’ claim. Should you have any additional questions, please feel free to contact our office.
We have reviewed the complaint submitted on behalf of [redacted] and we are responding accordingly. Based on the information received, [redacted] was scheduled to have surgery on or about June *, 2017. Following that surgery, he had been scheduled to take leave during his recovery period and...
it was for this leave that an airline ticket was booked, and coverage purchased. However, shortly before his scheduled surgery, permission for the surgery was denied and therefore, the surgery did not go ahead as planned. Consequently, as [redacted] did not undergo surgery, the leave he was being granted for his recovery period, was subsequently withdrawn. Without such leave, [redacted] no longer had a need for, and was unable to make use of, his airline ticket and said ticket was cancelled, with this claim being initiated. As the basis of the reason for cancellation was due to the withdrawal of [redacted]’s scheduled leave from his military duties, this is not a specified reason and we are unable to consider the request for reimbursement on such basis. In addition, from the medical information received, we noted no verification of medical examination and treatment during the coverage period, for a condition that first began after the effective date of the coverage, which is required by the plan. Accordingly, we notified [redacted] of our denial of his request for reimbursement. Subsequent to our initial determination, [redacted] contacted our office to request a further review of his claim, on the basis of the medical condition for which he was scheduled to undergo treatment, and we agreed to obtain additional medical documentation from his physician, requesting same on August *, 2017. We received these records on September *, 2017 and have completed our review of same. Based on the records received, we have determined that we are unable to consider [redacted]’s claim on the basis of his medical condition. From the information received, we have confirmed that the condition in question is not one which commenced while his coverage was in effect, as is required under the plan. More particularly, this was a condition which began prior to his purchase of the plan on April **, 2017. Based on this additional medical documentation and the plan language, we are unable to consider this claim based on the medical condition itself. Further, as noted above, as the reason for the cancellation was due to his inability to travel subject to the withdrawal of the anticipated leave for which this ticket had been purchased, and such reason is not one specified in the plan, we are unable to consider the request on this basis either. Accordingly, by copy of this response, as well as under separate cover, we are advising [redacted] of the final determination made on this claim. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided upon booking contained a link to the plan, including the specified reasons for cancellation and the contact information for our office for any questions regarding the plan, as well as a notice of a 10 day right to examine the plan to determine if it meets with the insured’s needs. We trust that we have addressed the concerns raised in this complaint. Should you have any additional questions, please feel free to contact us.
We have reviewed [redacted]’s complaint and we are responding accordingly. Please note that this complaint is the first notice we have received regarding this matter. Please allow us to take this opportunity to advise that the plan purchased does contain a list of specified reasons...
for cancellation, both medical and non-medical, which would make one eligible for reimbursement. In order to qualify for coverage, the plan participant’s reason for cancellation must fall within the terms and conditions of the plan and the appropriate supporting documentation must be submitted for our review and determination. The list of specified, non-medical reasons for cancellation are contained in the plan under Other Covered Events, and read as follows: Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy: (a) being directly involved in a documented traffic accident while en route to departure; (b) being hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer; (c) having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster; (d) Your involuntary termination of employment or layoff which occurs after your effective date of coverage. You must have been continuously employed with the same employer for 1 year prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self- employed persons. In order to be eligible for coverage under the Plan, the non-medical reason for a cancellation must meet one of the above specified reasons. Without a claim being initiated, we are unable to speak to any coverage to which [redacted] may have been entitled upon the cancellation/change of his original travel plans. However, as [redacted] notes, the plan purchased does also contain an [redacted] Vacation Waiver which allows a plan participant to cancel or change their scheduled plans, on a one time basis, for any reason, and receive reimbursement of any change fees applied by the airline. From [redacted]’s complaint, we understand that he did make an initial change to his original scheduled travel plans and he has indicated that for this he was charged a $200 per person change fee for which he requested reimbursement from [redacted] directly, under the terms of this Waiver. It is our understanding that [redacted] subsequently made a second change to his itinerary for an additional fee but does understand that the Waiver applies only to the initial change made. As such, he has indicated that he is seeking recovery of only the $200 per person change fee imposed on the initial change. As indicated above, such recovery under the Waiver is handled by [redacted] directly. Accordingly, we did reach out to [redacted] to determine the status of such request. We have confirmed with [redacted] that the applicable refund of the fees charged to [redacted] upon the initial change of his travel plans has been processed by [redacted]. Such refund should be visible to [redacted] shortly with his credit card company. As the requested refund has been provided by [redacted], we have taken the liberty of closing this matter at this time. We trust that we have responded to the concerns in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. Based on the information received, [redacted] cancelled her scheduled trip because the event for which she had purchased the airline ticket was cancelled and therefore, she no longer had a need to travel. ...
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, as a change in plans due to the cancellation of a planned event is not one of the covered reasons under the plan, we were unable to consider her request for reimbursement. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided to [redacted] contained a link to the plan, including the specified reasons for cancellation as well as the contact information for our office for any questions regarding the plan and notice of a 10 day right to examine the plan to determine if it meets with the insured’s needs. Finally, with regard to [redacted]’s comments regarding the time frame of the claims process, please note that [redacted] initiated a claim with our office on January *, 2017 and a claim form was sent to her for completion on January 9th. [redacted]’s completed claim form was received on January [redacted] and the claim determination was made the following day, at which time we sent [redacted] notice of the decision. Further, [redacted]’s appeal letter was received in our office on January [redacted] and our response back to [redacted] reaffirming our decision on the claim was sent on January [redacted]. As such, we see no issue with the processing of [redacted]’s claim. We trust that we have addressed the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact us.
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:
[Your Answer Here]
They only did this because I resorted to you guys since they wanted to rip me off after they told me that the checks wouldve been made. You cant allow business like this keep ripping clients off.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have reviewed [redacted]’s further comments and respond accordingly. We understand [redacted] states she did not receive the automated response when she sent an email to [redacted]. The automated response noted in our prior reply is what is sent upon receipt of an email to this email box. I attach a copy of the test email I sent in review of this matter and confirmed the response is generated automatically. I cannot speak to any issue regarding [redacted]’s receipt of such automated email response. With regard to the claim matter itself, [redacted] states that she already had her physician submit paperwork regarding her illness and she is reluctant to request further documentation. Please note that the medical documentation Dr. D[redacted] submitted states clearly that the only examination/consultation and treatment provided to [redacted] was on February **, 2017. As this was well prior to her coverage period of June **, 2017 through September **, 2017, we are unable to consider such visit with regard to the claim. As [redacted] contended in her prior response that she in fact consulted with Dr. D[redacted] and was prescribed additional medication for an exacerbation shortly before the scheduled trip, we invite Dr. D[redacted] to provide the documentation of such consultation (i.e. – date and time of consultation, the reason for the consultation, diagnosis, medical advice provided, etc.) and the prescription provided at that time in order to further consider this claim. Again, without any further documentation confirming such consultation and treatment, we are unable to further review this matter. We trust this responds to the additional comments from [redacted]. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted] complaint and are responding accordingly. The plan [redacted] purchased does provide reimbursement for a cancellation due to a Sickness. However, in order to qualify for reimbursement, the reason for cancellation must meet the plan...
requirements. These requirements include: The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip. However, based on the information submitted by [redacted] on March, *, 2016, he confirmed that he did not seek medical treatment and underwent no examination by his physician at the time of his cancellation. Rather, as verification of his illness, he submitted a note from his company confirming he had not traveled on his business trip due to illness, and again confirming that [redacted] sought no medical attention for this illness. As [redacted] underwent no examination nor received any treatment at the time he cancelled the trip, he did not meet the plan requirements and we advised him by letter on March **, 2016 that we were unable to consider his request for reimbursement. Please note that the plan in its entirety, including all plan terms, conditions and requirements for eligibility for reimbursement, is provided prior to and concurrent with the purchase of the plan. While the plan does provide coverage in the event of a cancellation for an illness, the plan clearly advises that the insured must meet certain criteria to be eligible for reimbursement for a cancellation due to such an illness. As [redacted] did not meet this criteria, as indicated above, the denial of his request for reimbursement was appropriate in accordance with the plan language. While we certainly understand [redacted] disappointment in the denial of this claim, please understand that we must consider each claim under the terms and conditions of the plan purchased. We trust that we have responded to the issues raised in [redacted] complaint. 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 his complaint, [redacted] advised that he cancelled his travel plans because the surgical procedure for which he had booked this trip was cancelled due to a scheduling conflict of the surgeon. As such, he no...
longer needed to travel at that time and submitted his claim seeking reimbursement of his and his wife’s trip cost. Unfortunately, we are unable to consider [redacted]’s request on several basis. The Plan [redacted] purchased will provide a reimbursement for a cancellation of a Covered Trip due to a number of both medical and non-medical reasons, as specified in the plan. However, based on the information received, namely that [redacted] had booked this trip for the purpose of obtaining medical treatment, such travel plans do not qualify under the definition of a Covered Trip and we are unable to consider his request for reimbursement on such basis. Further, even if [redacted]’s travel plans had met the definition of a Covered Trip under the Plan, the reason for the [redacted]’s cancellation, namely the scheduling conflict of his surgeon, is not among the specified reasons for coverage under the Plan and we would have been unable to consider the request for reimbursement on such basis. Finally, a cancellation due to a sickness or injury are among the specified reasons for eligibility of coverage, however, the medical condition must meet the plan’s definitions for such Sickness or Injury, more particularly in this instance, that said condition first occurs or commences while the plan is in effect. As [redacted] booked said travel plans on September *, 2016 for the sole purpose of undergoing said surgical procedure, the condition in question was not one which had first occurred or commenced after his purchase of the plan. Based on all of the above, we are unable to consider [redacted]’s request for reimbursement of his and his wife’s travel expenses. Please note that, prior to purchase, the plan in its entirety, including the complete listing of the specified reasons for eligibility for coverage, as well as the plan’s definitions, 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]’s 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. Please note that at the time of receipt of this complaint, we had not yet received [redacted]’s completed claim form. Please be advised that such claim form was received on September **, 2016 and we advised [redacted] of the determination made on his claim by letter of that same date.
We have reviewed [redacted]’s complaint and we are responding accordingly. Based on the information received, [redacted] cancelled her scheduled trip, a visit to her family member for the Thanksgiving holiday, because her family member was no longer going to be in town to host her during her...
trip. 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, as a change in plans due to the cancellation of a planned event, or a family member being unable to host a traveler, is not one of the covered reasons under the plan, we were unable to consider her request for reimbursement. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided to [redacted] contained a link to the plan, including the specified reasons for cancellation as well as the contact information for our office for any questions regarding the plan. Finally, with regard to [redacted]’s request for a credit, please note that if she cancelled her flight prior to the departure time, we would kindly suggest that she reach out to the airline to determine if there is any credit available to her on her canceled ticket. We trust that we have addressed the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact us.
We are in receipt of the complaint filed by [redacted] and are responding accordingly. [redacted] cancelled her scheduled trip due to her own medical reason. In order to determine that the reason for the cancelation meets the plan requirements, sufficient medical documentation...
is needed. However, the original submission from [redacted] did not contain such medical documentation and we had to request she submit such additional information. I am pleased to advise that we have now completed our final review of all pertinent information submitted and are now able to make payment on the claim. Accordingly, payment in the amount of $549.00 will shortly be sent to [redacted] directly. 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:
I contacted the business stating that I could not receive a different medical note. I never received a response back after that. I would have never paid for the insurance if I knew that it would be this difficult to receive my money back. I called in and customer service was rude about the whole situation. I never received the terms and conditions that said all of the "you have to have a doctors note". I believe I am receiving the run around. I'm not only if of money for the trip but also for insurance that didn't work at all.[redacted]
We have reviewed [redacted]’s complaint and correspondence and we are responding accordingly. In his complaint, [redacted] advised that he cancelled his scheduled trip due to the death of an immediate family member. He contends that he has submitted the necessary documentation and...
has failed to receive a response from our office. Please note, [redacted] submitted his claim form and noted his reason for cancellation was due to the death of an individual he noted as a close friend/cousin, a [redacted], DOB [redacted], indicating she passed on or about [redacted]. Though [redacted] provided no verification of the death of this individual, as the relationship noted by [redacted] on his claim form, that of close friend/cousin, was not within the definition of an Immediate Family Member contained in the plan, we were unable to consider [redacted]’s request for reimbursement and the claim was denied. We advised [redacted] of this determination on September **, 2016. Following this denial, [redacted] sent correspondence to our office claiming that per the African American culture, as the individual in question was raised in the same home with him, they were considered to be immediate family. We responded to [redacted] on October **, 2016, advising that we must review the claim under the terms, conditions and definitions of the plan purchased, and as such, we were unable to consider the claim. [redacted] then contacted our office again to advise that though the sufferer was his cousin, his parents had adopted her and therefore she was his sister. [redacted] was advised to submit the documentation of this and we would gladly re-review his claim. The documentation [redacted] submitted however, did not confirm that the individual listed on his claim form, [redacted], DOB 2/**/1999, was in fact adopted by his parents. Rather, though the document [redacted] submitted was a Final Order of Adoption, the adoptee was one [redacted] DOB 7/**/2012, and was adopted by one [redacted]. As the individual listed on this adoption order was not the individual for whose death [redacted] had previously claimed to have cancelled his trip, we advised of this inconsistency in our correspondence of December **, 2016 and noted that we would be unable to consider his claim based on the documentation he submitted. Should [redacted] have the appropriate documentation, namely the death certificate of [redacted], DOB [redacted], as well as the adoption order for [redacted], including confirmation that the adoptive parents were indeed [redacted]’s own parents, he should submit same to our office for our review. However, until such time, we will be unable to consider [redacted]’s request for reimbursement and no payment shall be forthcoming. We trust this has responded to the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted] complaint regarding her request for a refund of the protection plan fees she paid for two separate hotel bookings she had made for travel in September and October of this year. Please note that though [redacted] initiated claims with our office for recovery...
of these hotel expenses, she did not submit completed claim forms to allow us to review such request. Rather, the only document received following the initiation of [redacted] claims was this complaint. We noted in her complaint that [redacted] advised that she cancelled her planned trips due to her concerns regarding the Zika virus and her pregnancy. Please understand that we were not afforded the opportunity to review her claim on such basis. However, [redacted] did also advise in her complaint that she obtained full refunds of her hotel bookings from Priceline directly. We have confirmed this information with Priceline directly. Please note that the plan fees are non-refundable even if no penalty is assessed on a particular booking, as the risk is assumed from the date of purchase of the coverage. However, as a courtesy, as [redacted] received a full booking refund from Priceline, we have agreed to provide the requested premium refunds. Accordingly, these refunds, in the amounts of $10 and $15 respectively, are being provided to [redacted] at this time in the same form in which payment had been received. We trust this shall 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:
[Then they need to change the title of the cancellation plan - it should be a termination plan. I have used cancellation plans from Am track, Southwestern, etc. Not please and warn people in the St. Louis area about the policy. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have reviewed [redacted] complaint and are responding accordingly. The plan that [redacted] purchased does indeed offer coverage for a flight cancellation in the event of a job loss. However, there are certain criteria that must be met in order to qualify for such coverage. ...
In particular, there must be verification that the participant was employed with the same employer for a period of three years or greater prior to the termination or layoff. Upon receipt of [redacted] claim submission, there was no documentation confirming the length of her employment prior to her termination in April. Accordingly we sent correspondence to [redacted] requesting this documentation. No such documentation was received. Rather, [redacted] husband contacted our office to advise that his wife had in fact been employed for less than one year’s time prior to this termination. The less than required term of employment was confirmed by [redacted] herself in the subject complaint. Please understand that this plan requirement, together with all the terms and conditions of the plan is contained within the plan document. Further, the plan in its entirety is provided during the booking process for a potential participant’s review. Based on the information provided by the [redacted], outside of and in the complaint submitted, confirm that [redacted] does not meet the plan requirements for length of employment prior to termination, and we must decline [redacted] request for reimbursement at this time. Correspondence confirming the determination made on this claim is being sent to [redacted] directly under separate cover. We trust that we have responded to the issues raised in [redacted] complaint. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. Based on the information received, [redacted] cancelled his family’s scheduled trip as the purpose of the trip was to visit his son prior to his deployment but his son received a change in his orders and was no...
longer going to be at the destination to which the [redacted] were planning to fly. As their son was no longer going to be there to visit with, the [redacted] advised they no longer had a need to travel. Please understand that the plan 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 a change in plans, as a result of an insured no longer choosing to travel due to the unavailability of their son with whom to visit, is not one of the covered reasons under the plan. As such we were unable to consider the request for reimbursement. Please note that this is a named-peril policy, and as such, only cancellations due to one of the specified reasons contained in the plan would make an insured eligible for benefits. Please note that the plan in its entirety is provided prior to purchase for review. Further, the confirmation provided to [redacted] contained a link to the plan, including the specified reasons for cancellation and the contact information for our office for any questions regarding the plan as well as a notice of a 10 day right to examine the plan to determine if it meets with the insured’s needs. We truly empathize with [redacted] and his family in the disappointment of the cancelled visit and in the denial of their claim. However, we must review each claim in keeping with the terms and conditions of the plan purchased. We trust that we have addressed the concerns raised in [redacted]’s complaint. Should you have any additional questions, please feel free to contact us.
We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] advised that after booking the trip, she found out that her child’s school year was starting on an earlier date than she expected and as such, she and her family would be unable to...
travel. Unfortunately, [redacted]’s 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, a conflict with a school schedule is not a specified reason in the plan. As such, we are unable to consider [redacted]’s request for reimbursement. Please note that the plan in its entirety is provided to the traveler prior to and concurrent with the purchase. Further, the traveler must initial their understanding and acceptance of such terms in order to complete the purchase. While we understand [redacted]’s disappointment in the outcome of her request for reimbursement, we hope this has provided further clarification of the claim determination and understanding that we must review each request in accordance with the terms and conditions of the plan purchased.
We have reviewed [redacted]’s complaint regarding his request for a premium refund for his and his party’s cancelled airline tickets. Please be advised that upon receipt of the complaint, we did confirm that [redacted]’s premium refund request was received in our office. Such request was...
approved and sent to Expedia for processing. We have confirmed that [redacted] was refunded for the full $96.00 on June **, 2015. Such refund was made back to the original form of payment. Should [redacted] have any further questions regarding this refund, he should feel free to contact our office As [redacted]’s premium refund has been processed we trust this matter is concluded. Should you have any additional questions, please feel free to contact our office.