We have reviewed [redacted]’s complaint and we are responding accordingly. [redacted] purchased an airline ticket and the travel protection for a friend as a surprise gift. However, prior to the travel dates, [redacted] reported that her friend’s aunt passed away in Albania, and...
he traveled there to be with his family. As a result, the friend, [redacted], would not be able to make use of the purchased airline ticket and [redacted] initiated a claim for cancellation. In her initial submission, [redacted] submitted simply a copy of the airline ticket invoice and requested the refund. We sent correspondence to [redacted] advising that in order to further review the claim we would need a completed claim form as well as verification of the death of the insured’s aunt. [redacted] replied to this request by advising that as she was not a family member of the decedent, and was in a different country, she would not be able to obtain a death certificate. It was reiterated to [redacted] at that time that verification of the death was needed in order for us to further review the claim. Upon receipt of this complaint, we did reach out to [redacted] and again advised what additional information would be needed to further review this claim. However, we advised that, as a courtesy, we would make a one-time exception and would approve the claim without this required verification. However, upon confirming to [redacted] that the payment must be provided to the named insured under the plan, [redacted] requested that the payment be provided to her directly as [redacted] was not aware of the gift she had intended to provide and she was not going to be seeing him for some time as they were presently residing in different countries. We forwarded to [redacted] a Hold Harmless Agreement, for her signature, which will allow us to issue the payment to [redacted] directly. This again is being done solely as an accommodation and is not the normal course of adjudication. We have received back the signed agreement and are currently issuing the payment to [redacted]. We trust this information has responded to the concerns raised in the complaint. Should you have any additional questions, please feel free to contact our office.
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 Trip Interruption benefits. Such claim was reviewed and payment was issued to [redacted] in the amount of...
$975.39 on June *, 2017. Following our payment, [redacted] contacted our office to advise that he attempted to cash the settlement check at a [redacted] bank, from which the check was issued, but was advised that as the check was over $500, and as [redacted] did not have a bank account with [redacted], they would not accept the check for cashing. [redacted] advised us that he has no bank account in any bank and as such is unable to cash the check in question. [redacted] also advised that he was refused cashing at a check cashing facility. Please note that we are aware of no such restrictions at such a facility, unless that facility itself has certain restrictions. [redacted] has requested a new check be issued to him. We have advised [redacted] that we are more than happy to issue him a new check, upon return and voiding of the original check. However, please understand that such replacement check will be subject to the same bank restrictions at [redacted] Bank regarding cashing. As [redacted] maintains that he has no bank account to use for cashing or depositing this check we have researched the matter and offer him two suggestions. Should [redacted] wish to, he has the option to open a bank account and deposit this check and then draw on that account, in accordance with that particular bank’s requirements. Should [redacted] not choose that course of action, from our research it appears that some larger stores will cash insurance settlement checks. Our research indicates that Walmart Stores provide this service to their customers, for insurance settlement checks up to $1000, and for a nominal fee. We have also confirmed that there are a number of Walmart Stores within a 3 – 5 mile radius of [redacted]’ home. We hope this information is helpful to [redacted]. We trust we have provided sufficient information to respond to the concerns raised in [redacted]’ 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:
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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. My [redacted]nding in [redacted] was cancelled August **, 2015 because of fraudulent activity. I called [redacted] to ask them if the credit of $440.00 to that OLD account would be put on my NEW account ending in [redacted]. Mickala said that it was put on my NEW account and would show up on my next month's statement. The $199.00 refund was credited to my [redacted] Credit Card ending in [redacted]. The $440.00 and $199.00 total $639.00 which is what I should have refunded to me. So, it looks like the matter has been resolved.
Sincerely,
[redacted]
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:
As I stated prior, my reason for requesting the reimbursement was due to the event being cancelled by the event coordinators. This was something totally out of my control and therefore gave me no reason to continue my trip plans. The stated fact by the insurance that this was a "peril plan" was not made clear to me at the time of purchase. The reason I cancelled was not listed in the covered portion for legitimate reasons, but it was also not listed in the non covered portion for non legitimate reasons. I believe this is a grey area and the insurance company should better clarify their future explanations of benefits so as not to mislead potential future customers of which I will not be one. I am very unsatisfied with this resolution and I will be sure to make it known that this company was not willing to reason fairly in this matter. I thank the Revdex.com for attempting to help me with this matter.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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.
[redacted]
[redacted]...
**
[redacted]
[redacted]HelloMy complaint was resolved by the AON insurance company and can be closed.Thank you so much for your help!Sent from my iPad
We have reviewed [redacted]’s complaint. Please note that we have received this complaint from [redacted] in our office and we will be responding to him directly as well. In his complaint, [redacted] is seeking a settlement due to his feelings regarding his emergency...
evacuation. Please allow us to confirm that the evacuation was handled appropriately by the assistance company in accordance with the plan terms and in the best interests of the patient under the circumstances presented. Please understand that an evacuation can only take place once a patient is deemed medically fit to fly by the treating physician, in conjunction with the medical staff of the assistance company. While the assistance company attempted, there were no available rooms in the [redacted]’s preferred hospital in Orlando so alternate hospital arrangements were made in Ft. Lauderdale given his condition. As the evacuation costs exceeded the benefit limit, the assistance company had to confirm that the Berrongs were responsible for any overages to complete the evacuation arrangements. Finally, please be advised that the assistance company is presently reimbursing [redacted] for the portion of the evacuation expenses he paid out of pocket following recovery from his primary carrier’s for portion of the evacuation costs. With regard to [redacted]’s settlement request, please understand that we are unable to entertain any such request and no settlement offer will be forthcoming. 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 additional comments and are responding accordingly. As previously advised, the plan contains a list of specified reasons for cancellation which make one eligible for reimbursement under the terms of the plan. As [redacted]’s reason for cancellation, namely the loss of a business contract, is not among said specified reasons, he therefore is not eligible for reimbursement. While we can certainly appreciate [redacted]’s disappointment in the outcome of his claim, we must adhere to the terms of the plan. Should you have any additional questions, please feel free 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:
When I made the claim is was during time of duress. The legitimacy of it was and is accurate despite the differences in date and name. I was doing multiple things trying to organize and get things together following this tragic loss. Yes, there are some discrepancies but as one can see per documentation, that is accurate. You can call the state of WV to verify adoption of this said individual if need be! However, I should still receive my funds. This has been ongoing and continually drags it out. It's uncalled for!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have reviewed [redacted] further comments and respond accordingly. [redacted] found our prior response, most notably regarding the request for specific information related to the telephone discussions he advised he had with our office and of which we found no record, unacceptable. Please understand our request for this information was prompted by [redacted] prior response wherein he asserted he had spoken to our office twice before initiating his claim via our self-serve website. Should [redacted] not wish to provide this information, we must proceed with the information and documentation at hand. Accordingly, as previously advised, the plan [redacted] purchased was provided to him for review prior to such purchase. The plan specifically advises of the terms and conditions, as well as the requirements, for eligibility of coverage. Further, as previously advised, [redacted] was also provided with an additional copy of the plan with his booking confirmation for reference at any time. As such, [redacted] had ample opportunity to review the requirements for a cancellation due to an illness and he did not meet such plan requirements. As [redacted] did not meet these plan requirements, having not undergone an examination and received treatment from a physician at the time of his cancellation, we are unable to consider his request for reimbursement and no payment shall be provided. Please note that should [redacted] wish to have us further investigate any telephone calls he asserts he made to our office prior to his claim initiation, as previously advised, we would be more than happy to do so. He should provide to us the information noted in our prior response. However, until such time, the determination made on [redacted] claim is hereby upheld and we consider this matter closed.
We have reviewed [redacted] complaint and we are responding accordingly. Please note that we have been unable to locate a claim for [redacted], nor have we been able to locate any calls from him from the telephone numbers indicated on this complaint. In order to allow us to research this...
matter further, we kindly request that [redacted] provide the reference number under which he indicates his claim was denied. In addition we would ask that [redacted] provide both the telephone number from which he contacted our office as well as the telephone number he called to discuss the matter with our office. Once we receive this information, we will be happy to further review this matter. With regard to [redacted] contention that the plan provides reimbursement for trip interruption for any reason, please allow me to confirm that the plan in fact contains a listing of specified reasons for an interruption which would make one eligible for coverage. Please note that a complete copy of the plan is provided to all prospective insureds prior to and concurrent with their purchase. In order to be eligible for coverage, the reason for the interruption would have to be due to one such specified reason and not fall under any of the plan exclusions contained therein. In order to make a determination on a claim we would need to receive the supporting documentation regarding the basis of the interruption. As we have no record of such information from [redacted], we are unable to make such a determination. However, we have taken the liberty to initiate a claim on [redacted] behalf and have sent him a claim form via email for his completion. [redacted] can follow the instructions on this claim form and submit the supporting documentation he has regarding his trip interruption if he has not already done so and we would be happy to review same. However, please allow me to advise that, based on the information contained in [redacted] complaint, an interruption due to an airline’s refusal to allow a passenger to board a flight would not be among the specified reasons for interruption contained in the plan. Should [redacted] like us to review this matter further, we ask that he provide the above-requested information regarding his reference number and the telephone numbers used for his discussions with our office. We trust that we have responded to the issues raised in [redacted] complaint. We look forward to providing a more substantive response once [redacted] provides the needed information to locate his communication with our office. Should you have any additional questions, please feel free to contact us.
We appreciate the time allowed to continue the review of this matter. Please be advised that following receipt of additional information calling into question the authenticity of the medical documentation and information submitted with the claim, the checks will not be reissued. A detailed letter will be sent directly to [redacted] within the next week further explaining this determination.
We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] advised that she cancelled her scheduled trip due to her temporary job relocation. 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 job relocation 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, including the full listing of all specified reasons making one eligible for reimbursement is provided to the traveler prior to and concurrent with 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 received the complaint submitted by [redacted] [redacted] on behalf of the three travelers booked on this reservation, Chrisdane T[redacted], George M[redacted] and Joel E[redacted]. Please note that payment had been sent to the three insured claimants to [redacted]s attention on...
September *, 2017, to the address [redacted] provided for these individuals. We understand that said payment has not been received. Please be advised that, in review of this complaint, based on additional information that has recently been identified regarding this claim, and which may have a bearing on this matter, this claim is now subject to further review. As such, please allow us to advise that the drafts previously sent are being voided pursuant to our further review of this matter. When a final determination is made, we will advise the Bureau.
We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] states that she was not satisfied with the claims process nor with the need for medical verification of the illness which prompted her cancellation. Please note that the plan does...
provide reimbursement in the event of a cancellation due to an illness or injury of an insured. However, verification of the examination and treatment provided to the insured is necessary to complete our review of the claim. Though noted in the plan, and requested during the claim initiation on November ** 2017, this documentation was not provided. Accordingly, we sent correspondence to [redacted] on November **, 2017, requesting she have her treating physician complete the Attending Physician Statement and submit same to our office. Please understand that there is no time limit on submission of this documentation. Should [redacted] prefer, rather than contacting her doctor herself, if she would like to sign the Authorization for Release of Medical Information on the correspondence sent to her, and provide her physician’s contact information, we would be more than happy to reach out to [redacted]’s physician directly to request the documentation needed. However, please understand that until sufficient medical documentation has been received to allow us to continue our review of the claim, we will be unable to make any further determination on [redacted]’s request for reimbursement. Upon receipt of same, we will give [redacted]’s claim our immediate attention. 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 are in receipt of [redacted]’ additional comments and respond accordingly. We apologize for any misunderstanding however, the issue regarding [redacted] being unable to cash a check over $500 for an individual who is not a client of that institution is a bank restriction. Further, as previously advised, we are unaware what issues the check cashing facility may have had with regard to cashing the check for [redacted]. In response to [redacted]’ statement that he never asked that a replacement check be issued, please note that in an email communication with our office on June **, 2017, [redacted] [redacted] did in fact request a replacement check be sent to him. We called [redacted] the following day to discuss the matter but, when our representative reached out to him, [redacted] disengaged the call. As indicated in our original response, the check that [redacted] currently holds is a fully negotiable check and we offered a number of suggestions with regard to how he may have such check cashed. It is at [redacted]’ discretion as to how he wishes to effectuate such process. We trust we have responded to the additional comments from [redacted]. Should you have any additional questions, please feel free to contact our office.
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]
We have reviewed [redacted]’s complaint and we are responding accordingly. In his complaint, [redacted] explains that he and his wife were unable to board the ship for their cruise as they did not have the appropriate travel documents. In particular, as they held birth...
certificates issued in Puerto Rico prior to 2010, in order to travel using them, they were required to obtain new, valid birth certificates for use in travel. [redacted] indicates that they were unaware of such a requirement and did not find any information related to that on the cruise line’s site. As the reason the [redacted] did not travel was due to a lack of the necessary travel documents, such reason is not one covered under the plan and we are unable to consider their request for a cash reimbursement. Please note that the [redacted] may be entitled to future cruise credits from the cruise line. They may wish to contact the cruise line to see if they did indeed qualify for such future cruise credits and if so, how to make use of them. While we cannot speak to the travel documentation information provided by the cruise line, we did note that that the cruise line’s website does indeed include notice of the need for a valid birth certificate for travelers holding a birth certificate issued in Puerto Rico prior to July *, 2010. While we understand [redacted]’s disappointment at the outcome of this claim, we hope he can understand that we must review each request in accordance with the terms and conditions of the plan purchased.
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]
We have reviewed [redacted]’s complaint regarding the processing of her claim for trip cancellation reimbursement. Please note that the plan [redacted] purchased does provide trip cancellation reimbursement in the event of a cancellation due to a medical reason. However, in order...
to confirm eligibility for reimbursement, the illness or injury must meet the plan requirements and not fall under any plan exceptions. More particularly, the plan does not cover cancellations if the condition prompting cancellation was one that first began or worsened or which necessitated the individual to seek diagnosis, care or treatment during the 60-day period prior to the purchase of the plan. Based on the medical information submitted with the claim form, the conditions which prompted [redacted]’s cancellation appear to be ones for which she had undergone examination and received treatment as early as February **, 2017, some 10 days prior to the purchase of the plan. However, in order to make a full assessment of the various conditions and their applicable histories, and in order to make the appropriate determination on [redacted]’s claim, it was necessary to obtain additional medical documentation from [redacted]’s physician. To that end, we first had to request a signed authorization from [redacted], rather than the one signed by her relative and originally submitted to our office. Upon receipt of that signed authorization from [redacted], we have been working with [redacted]’s physicians, and their records department, in order to obtain this documentation. We anticipate receipt of this information shortly. Upon receipt of this necessary documentation, we will be able to make a final determination and will advise [redacted] of such determination under separate cover. Should you have any additional questions, please feel free to contact our office.
We have reviewed [redacted]’s complaint and we are responding accordingly. [redacted] purchased an airline ticket and the travel protection for a friend as a surprise gift. However, prior to the travel dates, [redacted] reported that her friend’s aunt passed away in Albania, and...
he traveled there to be with his family. As a result, the friend, [redacted], would not be able to make use of the purchased airline ticket and [redacted] initiated a claim for cancellation. In her initial submission, [redacted] submitted simply a copy of the airline ticket invoice and requested the refund. We sent correspondence to [redacted] advising that in order to further review the claim we would need a completed claim form as well as verification of the death of the insured’s aunt. [redacted] replied to this request by advising that as she was not a family member of the decedent, and was in a different country, she would not be able to obtain a death certificate. It was reiterated to [redacted] at that time that verification of the death was needed in order for us to further review the claim. Upon receipt of this complaint, we did reach out to [redacted] and again advised what additional information would be needed to further review this claim. However, we advised that, as a courtesy, we would make a one-time exception and would approve the claim without this required verification. However, upon confirming to [redacted] that the payment must be provided to the named insured under the plan, [redacted] requested that the payment be provided to her directly as [redacted] was not aware of the gift she had intended to provide and she was not going to be seeing him for some time as they were presently residing in different countries. We forwarded to [redacted] a Hold Harmless Agreement, for her signature, which will allow us to issue the payment to [redacted] directly. This again is being done solely as an accommodation and is not the normal course of adjudication. We have received back the signed agreement and are currently issuing the payment to [redacted]. We trust this information has responded to the concerns raised in the complaint. Should you have any additional questions, please feel free to contact our office.
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 Trip Interruption benefits. Such claim was reviewed and payment was issued to [redacted] in the amount of...
$975.39 on June *, 2017. Following our payment, [redacted] contacted our office to advise that he attempted to cash the settlement check at a [redacted] bank, from which the check was issued, but was advised that as the check was over $500, and as [redacted] did not have a bank account with [redacted], they would not accept the check for cashing. [redacted] advised us that he has no bank account in any bank and as such is unable to cash the check in question. [redacted] also advised that he was refused cashing at a check cashing facility. Please note that we are aware of no such restrictions at such a facility, unless that facility itself has certain restrictions. [redacted] has requested a new check be issued to him. We have advised [redacted] that we are more than happy to issue him a new check, upon return and voiding of the original check. However, please understand that such replacement check will be subject to the same bank restrictions at [redacted] Bank regarding cashing. As [redacted] maintains that he has no bank account to use for cashing or depositing this check we have researched the matter and offer him two suggestions. Should [redacted] wish to, he has the option to open a bank account and deposit this check and then draw on that account, in accordance with that particular bank’s requirements. Should [redacted] not choose that course of action, from our research it appears that some larger stores will cash insurance settlement checks. Our research indicates that Walmart Stores provide this service to their customers, for insurance settlement checks up to $1000, and for a nominal fee. We have also confirmed that there are a number of Walmart Stores within a 3 – 5 mile radius of [redacted]’ home. We hope this information is helpful to [redacted]. We trust we have provided sufficient information to respond to the concerns raised in [redacted]’ 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:
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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. My [redacted]nding in [redacted] was cancelled August **, 2015 because of fraudulent activity. I called [redacted] to ask them if the credit of $440.00 to that OLD account would be put on my NEW account ending in [redacted]. Mickala said that it was put on my NEW account and would show up on my next month's statement. The $199.00 refund was credited to my [redacted] Credit Card ending in [redacted]. The $440.00 and $199.00 total $639.00 which is what I should have refunded to me. So, it looks like the matter has been resolved.
Sincerely,
[redacted]
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:
As I stated prior, my reason for requesting the reimbursement was due to the event being cancelled by the event coordinators. This was something totally out of my control and therefore gave me no reason to continue my trip plans. The stated fact by the insurance that this was a "peril plan" was not made clear to me at the time of purchase. The reason I cancelled was not listed in the covered portion for legitimate reasons, but it was also not listed in the non covered portion for non legitimate reasons. I believe this is a grey area and the insurance company should better clarify their future explanations of benefits so as not to mislead potential future customers of which I will not be one. I am very unsatisfied with this resolution and I will be sure to make it known that this company was not willing to reason fairly in this matter. I thank the Revdex.com for attempting to help me with this matter.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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.
[redacted]
[redacted]...
**
[redacted]
[redacted]HelloMy complaint was resolved by the AON insurance company and can be closed.Thank you so much for your help!Sent from my iPad
We have reviewed [redacted]’s complaint. Please note that we have received this complaint from [redacted] in our office and we will be responding to him directly as well. In his complaint, [redacted] is seeking a settlement due to his feelings regarding his emergency...
evacuation. Please allow us to confirm that the evacuation was handled appropriately by the assistance company in accordance with the plan terms and in the best interests of the patient under the circumstances presented. Please understand that an evacuation can only take place once a patient is deemed medically fit to fly by the treating physician, in conjunction with the medical staff of the assistance company. While the assistance company attempted, there were no available rooms in the [redacted]’s preferred hospital in Orlando so alternate hospital arrangements were made in Ft. Lauderdale given his condition. As the evacuation costs exceeded the benefit limit, the assistance company had to confirm that the Berrongs were responsible for any overages to complete the evacuation arrangements. Finally, please be advised that the assistance company is presently reimbursing [redacted] for the portion of the evacuation expenses he paid out of pocket following recovery from his primary carrier’s for portion of the evacuation costs. With regard to [redacted]’s settlement request, please understand that we are unable to entertain any such request and no settlement offer will be forthcoming. 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 additional comments and are responding accordingly. As previously advised, the plan contains a list of specified reasons for cancellation which make one eligible for reimbursement under the terms of the plan. As [redacted]’s reason for cancellation, namely the loss of a business contract, is not among said specified reasons, he therefore is not eligible for reimbursement. While we can certainly appreciate [redacted]’s disappointment in the outcome of his claim, we must adhere to the terms of the plan. Should you have any additional questions, please feel free 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:
When I made the claim is was during time of duress. The legitimacy of it was and is accurate despite the differences in date and name. I was doing multiple things trying to organize and get things together following this tragic loss. Yes, there are some discrepancies but as one can see per documentation, that is accurate. You can call the state of WV to verify adoption of this said individual if need be! However, I should still receive my funds. This has been ongoing and continually drags it out. It's uncalled for!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have reviewed [redacted] further comments and respond accordingly. [redacted] found our prior response, most notably regarding the request for specific information related to the telephone discussions he advised he had with our office and of which we found no record, unacceptable. Please understand our request for this information was prompted by [redacted] prior response wherein he asserted he had spoken to our office twice before initiating his claim via our self-serve website. Should [redacted] not wish to provide this information, we must proceed with the information and documentation at hand. Accordingly, as previously advised, the plan [redacted] purchased was provided to him for review prior to such purchase. The plan specifically advises of the terms and conditions, as well as the requirements, for eligibility of coverage. Further, as previously advised, [redacted] was also provided with an additional copy of the plan with his booking confirmation for reference at any time. As such, [redacted] had ample opportunity to review the requirements for a cancellation due to an illness and he did not meet such plan requirements. As [redacted] did not meet these plan requirements, having not undergone an examination and received treatment from a physician at the time of his cancellation, we are unable to consider his request for reimbursement and no payment shall be provided. Please note that should [redacted] wish to have us further investigate any telephone calls he asserts he made to our office prior to his claim initiation, as previously advised, we would be more than happy to do so. He should provide to us the information noted in our prior response. However, until such time, the determination made on [redacted] claim is hereby upheld and we consider this matter closed.
We have reviewed [redacted] complaint and we are responding accordingly. Please note that we have been unable to locate a claim for [redacted], nor have we been able to locate any calls from him from the telephone numbers indicated on this complaint. In order to allow us to research this...
matter further, we kindly request that [redacted] provide the reference number under which he indicates his claim was denied. In addition we would ask that [redacted] provide both the telephone number from which he contacted our office as well as the telephone number he called to discuss the matter with our office. Once we receive this information, we will be happy to further review this matter. With regard to [redacted] contention that the plan provides reimbursement for trip interruption for any reason, please allow me to confirm that the plan in fact contains a listing of specified reasons for an interruption which would make one eligible for coverage. Please note that a complete copy of the plan is provided to all prospective insureds prior to and concurrent with their purchase. In order to be eligible for coverage, the reason for the interruption would have to be due to one such specified reason and not fall under any of the plan exclusions contained therein. In order to make a determination on a claim we would need to receive the supporting documentation regarding the basis of the interruption. As we have no record of such information from [redacted], we are unable to make such a determination. However, we have taken the liberty to initiate a claim on [redacted] behalf and have sent him a claim form via email for his completion. [redacted] can follow the instructions on this claim form and submit the supporting documentation he has regarding his trip interruption if he has not already done so and we would be happy to review same. However, please allow me to advise that, based on the information contained in [redacted] complaint, an interruption due to an airline’s refusal to allow a passenger to board a flight would not be among the specified reasons for interruption contained in the plan. Should [redacted] like us to review this matter further, we ask that he provide the above-requested information regarding his reference number and the telephone numbers used for his discussions with our office. We trust that we have responded to the issues raised in [redacted] complaint. We look forward to providing a more substantive response once [redacted] provides the needed information to locate his communication with our office. Should you have any additional questions, please feel free to contact us.
We appreciate the time allowed to continue the review of this matter. Please be advised that following receipt of additional information calling into question the authenticity of the medical documentation and information submitted with the claim, the checks will not be reissued. A detailed letter will be sent directly to [redacted] within the next week further explaining this determination.
We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] advised that she cancelled her scheduled trip due to her temporary job relocation. 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 job relocation 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, including the full listing of all specified reasons making one eligible for reimbursement is provided to the traveler prior to and concurrent with 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 received the complaint submitted by [redacted] [redacted] on behalf of the three travelers booked on this reservation, Chrisdane T[redacted], George M[redacted] and Joel E[redacted]. Please note that payment had been sent to the three insured claimants to [redacted]s attention on...
September *, 2017, to the address [redacted] provided for these individuals. We understand that said payment has not been received. Please be advised that, in review of this complaint, based on additional information that has recently been identified regarding this claim, and which may have a bearing on this matter, this claim is now subject to further review. As such, please allow us to advise that the drafts previously sent are being voided pursuant to our further review of this matter. When a final determination is made, we will advise the Bureau.
We have reviewed [redacted]’s complaint and we are responding accordingly. In her complaint, [redacted] states that she was not satisfied with the claims process nor with the need for medical verification of the illness which prompted her cancellation. Please note that the plan does...
provide reimbursement in the event of a cancellation due to an illness or injury of an insured. However, verification of the examination and treatment provided to the insured is necessary to complete our review of the claim. Though noted in the plan, and requested during the claim initiation on November ** 2017, this documentation was not provided. Accordingly, we sent correspondence to [redacted] on November **, 2017, requesting she have her treating physician complete the Attending Physician Statement and submit same to our office. Please understand that there is no time limit on submission of this documentation. Should [redacted] prefer, rather than contacting her doctor herself, if she would like to sign the Authorization for Release of Medical Information on the correspondence sent to her, and provide her physician’s contact information, we would be more than happy to reach out to [redacted]’s physician directly to request the documentation needed. However, please understand that until sufficient medical documentation has been received to allow us to continue our review of the claim, we will be unable to make any further determination on [redacted]’s request for reimbursement. Upon receipt of same, we will give [redacted]’s claim our immediate attention. 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 are in receipt of [redacted]’ additional comments and respond accordingly. We apologize for any misunderstanding however, the issue regarding [redacted] being unable to cash a check over $500 for an individual who is not a client of that institution is a bank restriction. Further, as previously advised, we are unaware what issues the check cashing facility may have had with regard to cashing the check for [redacted]. In response to [redacted]’ statement that he never asked that a replacement check be issued, please note that in an email communication with our office on June **, 2017, [redacted] [redacted] did in fact request a replacement check be sent to him. We called [redacted] the following day to discuss the matter but, when our representative reached out to him, [redacted] disengaged the call. As indicated in our original response, the check that [redacted] currently holds is a fully negotiable check and we offered a number of suggestions with regard to how he may have such check cashed. It is at [redacted]’ discretion as to how he wishes to effectuate such process. We trust we have responded to the additional comments from [redacted]. Should you have any additional questions, please feel free to contact our office.
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]
We have reviewed [redacted]’s complaint and we are responding accordingly. In his complaint, [redacted] explains that he and his wife were unable to board the ship for their cruise as they did not have the appropriate travel documents. In particular, as they held birth...
certificates issued in Puerto Rico prior to 2010, in order to travel using them, they were required to obtain new, valid birth certificates for use in travel. [redacted] indicates that they were unaware of such a requirement and did not find any information related to that on the cruise line’s site. As the reason the [redacted] did not travel was due to a lack of the necessary travel documents, such reason is not one covered under the plan and we are unable to consider their request for a cash reimbursement. Please note that the [redacted] may be entitled to future cruise credits from the cruise line. They may wish to contact the cruise line to see if they did indeed qualify for such future cruise credits and if so, how to make use of them. While we cannot speak to the travel documentation information provided by the cruise line, we did note that that the cruise line’s website does indeed include notice of the need for a valid birth certificate for travelers holding a birth certificate issued in Puerto Rico prior to July *, 2010. While we understand [redacted]’s disappointment at the outcome of this claim, we hope he can understand that we must review each request in accordance with the terms and conditions of the plan purchased.
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]
We have reviewed [redacted]’s complaint regarding the processing of her claim for trip cancellation reimbursement. Please note that the plan [redacted] purchased does provide trip cancellation reimbursement in the event of a cancellation due to a medical reason. However, in order...
to confirm eligibility for reimbursement, the illness or injury must meet the plan requirements and not fall under any plan exceptions. More particularly, the plan does not cover cancellations if the condition prompting cancellation was one that first began or worsened or which necessitated the individual to seek diagnosis, care or treatment during the 60-day period prior to the purchase of the plan. Based on the medical information submitted with the claim form, the conditions which prompted [redacted]’s cancellation appear to be ones for which she had undergone examination and received treatment as early as February **, 2017, some 10 days prior to the purchase of the plan. However, in order to make a full assessment of the various conditions and their applicable histories, and in order to make the appropriate determination on [redacted]’s claim, it was necessary to obtain additional medical documentation from [redacted]’s physician. To that end, we first had to request a signed authorization from [redacted], rather than the one signed by her relative and originally submitted to our office. Upon receipt of that signed authorization from [redacted], we have been working with [redacted]’s physicians, and their records department, in order to obtain this documentation. We anticipate receipt of this information shortly. Upon receipt of this necessary documentation, we will be able to make a final determination and will advise [redacted] of such determination under separate cover. Should you have any additional questions, please feel free to contact our office.