As previously advised, the plan in its entirety is made available for review prior to purchaseThis includes the listing of all the specified reasons for cancellation, the notice of the 10-day Right to Examine as well as our contact information for any questions about the plan while reviewing it Further, as advised, the booking confirmation sent to the traveler also contains links to the full plan terms and conditionsThe pdf attached is a copy of the actual claim submission of the booking confirmation that [redacted] had received from Expedia, via email, upon her purchaseThe areas highlighted are the links that [redacted] , as the purchaser, would have been able to use to hyperlink to the full description of coverage, a copy of which I have also attachedWe would now direct your attention to the second page of said document On the fourth bulletin from the top of that page, it states: • View the complete terms and the condition of the description of coverage Please note that the highlighted words “description of coverage” is the first hyperlink to the plan document In addition, in the section below where it states: “You have purchased the travel protection planPlease refer to your itinerary number when calling to ask question or file a claim.” Once again, the highlighted words “travel protection” are the second link to the plan document itself Please understand that the original copy of this confirmation sent to [redacted] via email is a color documentAs such, the links noted are in a contrasting color, as well as in a different font, to the remainder of the sentence text to further identify them As advised previously, the reason for [redacted] ’s cancellation is not among the specified reasons under the plan and therefore we are unable to consider the request for reimbursement and no payment shall be forthcoming Should you have additional questions, please feel free to contact our office
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 *, 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 *, We received these records on September *, 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 planMore particularly, this was a condition which began prior to his purchase of the plan on April **, 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 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 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Thank you,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We have reviewed *** ***’ complaint submitted on behalf of her husband, ***, and we are responding accordingly. In her complaint, *** *** states that her husband cancelled his travel plans due to his own illness. She further advised that she submitted documentation from her
husband’s physician that he was incapable of travel due to such illness and therefore feels that he should receive the requested refund of his trip cost As was explained to *** *** in our correspondence of September **, 2017, while we understand that he may have been incapable of travel due to such medical condition, the medical documentation we received confirmed that the condition which prompted his cancellation was one for which he was undergoing examination and treatment within the day period prior to his purchase of the program on April *, 2017. More specifically, based on the information received, *** *** underwent examination and treatment for this condition on February **, and March **, 2017, both within the day period prior to his purchase of the program. Based on the terms of the program, a participant is not eligible for a cash reimbursement on the following basis: Carnival will not waive their cancellation fee and provide a cash refund, should you cancel or interrupt your cruise vacation for any of the following reasons: • a condition that first presents, worsens, becomes acute, or has symptoms causing a person to seek diagnosis, care or treatment, or prompts a change in medication, during the days before the Cancellation Fee Waiver Program is purchased; As *** *** was experiencing symptoms and was undergoing examination and/or treatment within the days prior to his purchase of the program, the condition which necessitated his cancellation is not one that would make him eligible for a cash reimbursement under the program. Accordingly, we are unable to consider the request for such reimbursement. While not eligible for a cash reimbursement, we do suggest *** *** reach out to the cruise line to see if he is eligible for future cruise certificates as a result of the determination made on his claim. We trust we have responded to the issues raised in *** ***’ 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 ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
* *** ***
We have reviewed *** ***’s additional comments and we are responding accordingly As indicated previously, while we appreciate the circumstances surrounding *** ***’s cancellation, the reason for the cancellation of his cruise is not one of the specified reasons contained in the plan and as such he is simply not eligible for a cash reimbursement More particularly, the flight cancellation he experienced, due to air traffic control issues, is not contained in the list of specified reasons and we were unable to consider his request. While understandably not the outcome for which he was hoping, we must abide by the terms of the plan Though not the desired result, we would again remind *** *** that he does have cruise credits available to him for use on a future cruise and he should contact the cruise line to see about applying them to a new booking. Should you have any additional questions, please feel free to contact our office
We are in receipt of *** *** complaint regarding the denial of his wife’s claim. While we understand *** *** *** *** position regarding the cancellation, please understand that the plan specifically excludes from eligibility a cancellation refund as a result of a normal
pregnancy unless the individual was hospitalized. Further, a cancellation due to the term of pregnancy in relation to the cruise line’s guidelines is not a specified reason for cancellation either. While we understand that the *** were not permitted to sail due to *** *** gestational age, such factors do not make them eligible for reimbursement under the planThough we understand the *** disappointment in the denial of their request for reimbursement, we must adhere to the terms and conditions of the plan purchased. Accordingly, the denial of the *** request for reimbursement was appropriate and no payment shall be forthcoming under the terms of this planHowever, I am pleased to advise that, upon receipt of this complaint, we did reach out to the cruise line to discuss this matter. The cruise line did agree, as a gesture of goodwill, to provide reimbursement to the *** directly for losses they incurred. The *** can contact the cruise line to discuss such forthcoming reimbursementWe trust we have addressed the issues raised in *** *** complaint. Should you have additional questions, please feel free to contact our office
We are in receipt of *** ***s complaint regarding the denial of her and her husband’s claim. In her complaint, *** *** indicates that we do not consider the condition causing their cancellation as a real medical condition. Quite the contrary, while we appreciate the condition
necessitating the ***’ cancellation, please understand that the plan specifically excludes an insured from eligibility of a refund as a result of a cancellation due to a mental, nervous or psychological disorder, unless the individual is hospitalized. The plan contains specified exclusions which preclude such reimbursement. One such exclusion states the following: We will not pay for any loss under the plan, caused by or incurred resulting from: mental, nervous, or psychological disorders, except if hospitalized; Based on the information received, *** *** was suffering from a mental, nervous, or psychological disorder, but was not hospitalized as a result. Since the condition which caused the ***’ cancellation was specifically excluded from coverage under this plan, the *** were ineligible for reimbursementThough we understand the ***’ disappointment in the denial of their request for reimbursement, we must adhere to the terms and conditions of the plan purchased. As such, we must uphold our denial of the ***’ claim and no payment shall be forthcoming. We trust we have addressed the issues raised in *** ***s complaint. Should you have additional questions, please feel free to contact our office
We have reviewed *** ***’s complaint regarding his dissatisfaction with the claim payment he and his wife received from our office. In his complaint, *** *** is requesting additional reimbursement for the cost of the other travel arrangements they had booked separately from their
insured *** booking. Please note that the Plan purchased provides reimbursement only of items booked through *** and for which insurance coverage has been purchased More particularly, the *** Flight Total Protection Plan (“Plan”) *** *** and his wife purchased provides a Trip Cancellation benefit which provides the following: Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by ***, Inc., if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip The *** booked international airline tickets through *** for roundtrip flights from Philadelphia to the United Kingdom, at the cost of $1,per person, or $2,687.20. As such, when they submitted their claim to our office, we provided payment to the *** in the amount of $2,total. Though the *** did make additional travel arrangements, independent of the ones made through ***, such independent travel arrangements are not covered expenses under the Plan they purchased. As indicated above, the Plan provides reimbursement of any non-refundable cancellation charges imposed by ***, Inc. Any cancellation charges imposed by any other travel supplier, independent of those imposed by ***, are not covered under this Plan Please note that the Plan in its entirety, including the benefit afforded under the Plan for a Trip Cancellation, was provided to the *** prior to and concurrent with their purchase. Coverage for any independent travel arrangements would necessitate the purchase of such coverage separate and apart from the plan purchased to cover the *** booking While we understand that the *** may not have received reimbursement for all travel components they purchased, they did receive the appropriate reimbursement under the coverage they purchased in conjunction with their *** booking and no additional reimbursement is due We trust that we have sufficiently responded to the concerns contained in *** ***’s complaint. Should you have any additional questions, please feel free to contact our office
We have reviewed *** *** complaint which she filed on behalf of her daughter, *** ***, and we are responding accordingly. Please note that though *** *** filed a claim with our office on or about May **, 2016, with a claim form sent to her for completion the following day, we have
not received back a completed claim form or any supporting documentation from *** *** to date. Accordingly, we are only able to speak to the information contained in this complaint It appears from the complaint that *** *** interrupted her original travel plans and did not make use of her return flight, returning home via car due to her medical issues. Please understand that until we receive a completed claim form we are unable to make any determination on *** ***’s claim. However, from the information provided during the claim initiation, it appears that *** *** changed her travel plans due to a situation involving her pregnancy. As was advised at the time of the initiation, the plan does require that, in order to be eligible for coverage due to an interruption resulting from a situation related to a pregnancy, the individual must be hospitalized for such situation at the time of the interruption. In addition, the plan also requires that an individual be examined and treated for a medical condition at the time of the interruption in order to be eligible for coverage. However, until we receive *** ***’s completed claim form and applicable medical documentation for our review, we will be unable to make a determination on her claim Accordingly, should *** *** wish to pursue her claim, we kindly request that she submit her completed claim form and the applicable supporting documentation to allow us to make a determination on her claim. We trust we have responded to the concerns raised in *** *** complaint. Should you have any further questions, please feel free to contact us
We have reviewed *** ***’s complaint and we are responding accordingly*** *** had filed a claim with our office for Trip Cancellation benefits due to her cancellation of her scheduled trip. Regrettably, *** ***’s reason for trip cancellation was 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 cancellation due to a U.SDepartment of State Travel Warning is not one such specified reason. As such, we were unable to consider her request for reimbursement More particularly, *** *** chose to cancel her scheduled trip to Germany following a general travel warning posted by the United States Department of State regarding caution when traveling to Europe. The plan *** *** purchased affords no coverage for a cancellation resulting from concerns related to a Travel Warning. As explained to *** ***, and as mentioned in her complaint, the plan does include coverage for a cancellation as a result of a Terrorist Act, as defined in the plan, occurring in either the plan participant’s departure city or a city included on the participant’s itinerary, within days of the scheduled departure date. *** *** was scheduled to travel to Germany on June **, 2016. *** *** cancelled her scheduled trip on June *** after learning of the general Travel Warning posted regarding travel to Europe. At the time of her cancellation, there had been no terrorist act in either *** ***’s departure city or any city included in her itinerary. As such, we were unable to consider her request for reimbursement While we certainly understand *** ***’s decision to cancel her travel plans, her reason for cancellation is not among those enumerated in the plan making one eligible for reimbursement. As such, we are unable to consider *** ***’s request for payment Please note that the plan in its entirety is provided to the plan participant with their initial booking. Further, the plan provided includes the specified reasons for cancellation as well as the contact information for our office for any questions regarding the planFinally, please note that the plan provided also contains a Ten Day Right to Examine which allows a plan participant to cancel their coverage within days of receipt of the plan should it not meet with the participant’s needs While we appreciate *** ***’s disappointment at 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. Should you have any additional questions, please feel free to contact our office
We have reviewed *** ***’s complaint regarding her dissatisfaction with the claim payment she and her fellow travelers received from our office. In her complaint, *** *** is requesting additional reimbursement for the cost of their original airfare which was unused due to their early
return. Please note that the plan purchased provides reimbursement only of the expenses specified in the plan. Namely, the plan provides reimbursement for the portion of the land or water travel arrangements which are unused due to an early return, as well as the additional transportation expenses incurred to return the traveler home as a result of an interruption of their scheduled travel. As such, *** *** and her party were reimbursed for the cost of the new airfare they incurred for their early return, namely $per person, as well as the five nights of their unused hotel stay. The total amount refunded to *** *** and her party was $2,144.07. Please understand that the original airfare they had purchased, both for their outbound flight which was used, as well as for the originally scheduled return trip, is not a covered expense under this plan and as such, is not eligible for reimbursement. The benefit provided reimburses for the additional airfare incurred, and this was reimbursed accordingly Please understand that the reimbursement provided to *** *** and her party was proper and in accordance with the terms and conditions of the plan purchased. There is no additional benefit due under the plan and no further payment shall be forthcoming. We trust that we have sufficiently responded to the concerns contained in *** ***’s complaint. Should you have any additional questions, please feel free to contact our office
We have reviewed *** *** complaint and we are responding accordingly. Please note that we show no record of a call from *** *** to our office to initiate a claim. However, we were able to confirm with Travelocity that *** *** contacted them on or about September **,
and advised he needed to cancel his scheduled flight due to a “change of plans”. In his complaint, *** *** indicates that he was unable to travel due to a medical reason. The plan *** *** purchased does contain specified reasons for cancellation under the plan that would make one eligible for reimbursement. A claim for a cancellation due to a medical reason would require a submission of verification of the medical condition and the treatment received for such condition at the time of the cancellation of the trip. However, until a claim is initiated and the applicable supporting documentation regarding the reason for cancellation is submitted, we are unable to comment further on the eligibility of coveragePlease understand that the full terms and conditions of the plan are provided to each prospective participant prior to their purchase and they must confirm their acceptance of such terms in order to finalize that purchase. In order for us to determine if an individual’s reason for cancellation falls within the plan’s guidelines, a claim must be initiated and sufficient documentation regarding the reason for cancelation must be submittedPlease note that *** *** is welcome to initiate a claim with our office and we would be happy to review any documentation he submits regarding his reason for cancellation. However, with no claim having been initiated, and with no opportunity to determine whether *** *** reason for cancelation falls within the plan’s terms and conditions, we are unable to consider his request for reimbursement. Should *** *** wish to initiate a claim with us he can certainly do so at our toll free number, ###-###-#### and submit the necessary documentation to allow us to review his claim under the terms of the plan
We have reviewed *** ***’s complaint regarding the delayed receipt of his claim payment and the processing of his claim and we respond accordingly. *** *** submitted a claim form to our office for his cancelled booking due to the loss of his job. One item which was needed to
confirm the eligibility of *** *** under this coverage was not included with his original submission. Accordingly, we sent a letter to *** *** on December **, 2015, requesting documentation from his former employer confirming that the length of his employment prior to termination met the plan requirements. This documentation was received in our office on February **, and, upon review, the claim was approved for payment *** ***’s claim payment was sent to his address in Calgary on March *, 2016. We heard nothing further from *** *** until March **, wherein he emailed our office to inquire as to the status of his payment. We responded back on March **, confirming the payment had been sent and asking that if he had not received the check, was he requesting we place a stop payment on the check and reissue it. We received no response from *** *** directly, but rather this subject complaint. Please note that upon receipt of the complaint on April *, 2016, we did void the original check and a new check was issued on April *, 2016. This check was sent to *** *** via overnight delivery for April *, As *** *** has now received his replacement check, we trust this matter is now closed. 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 ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We have reviewed *** ***’s complaint and we are responding accordingly. In her complaint *** *** states that she cancelled her trip for her own illness and submitted the required documentation. Please note that while the plan does contain coverage for a
cancellation as a result of an illness of the traveler, the plan contains specific requirements which would make said insured eligible for reimbursement. In particular, in order to qualify for coverage as a result of an illness, the insured must undergo examination and treatment by his or her physician during the coverage period and at the time of cancelation. From the information submitted, *** *** did not meet these plan requirements, not having undergone an examination and received treatment from a physician at the time of her cancelation or at any time during her term of coverage, June **, through September **, 2017. Rather, the information submitted indicates that the last visit *** *** had with her physician was on February **, 2017. As such, *** *** was not eligible for coverage under the plan and we were unable to consider her request for refund. Please note that the plan in its entirety was provided to *** *** prior to and concurrent with her purchase, including the plan requirements regarding a cancelation due to an illness. Further, the confirmation provided to *** *** contained a link to the plan, including contact information for our office for any questions regarding the planFinally, the plan also provides a ten-day right to examine, offering the opportunity to cancel the coverage within ten days of purchase should the participant decide the plan does not meet with their needs. With regard to *** ***’s comment about us being non-responsive to her emails, please note that this complaint was the first contact received from, or on behalf of, *** *** since the denial of her claim. Please be assured that had we received a request from *** *** to further clarify the determination made on her claim, we would have been happy to discuss same with her We trust this has responded to the concerns raised in *** ***’s complaint. Should you have any additional questions, please feel free to contact our office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
As I appreciate the response the company provided, I must state that it is not accurateI filed a claim with AON upon receiving notifications that my family member would not be in town and therefore she had to cancel our family gathering in AtlantaI have yet to cancel anything as my flight and car reservations are still in placeI purchased a ticket to Atlanta for a family gathering that was scheduled to occur on Thanksgiving dayThose plans were cancelled by an independent party and not meWhen I purchased my ticket I did not receive a link to thr insurance policyI simply purchased the insurance to cover me in case of unforseen circumstancesMy situation meets that definitionThe terms outlined in your policy do not state specifically that you will not cover instances such as cancelled plans or change in arrangementsYou simply have general blanket terms for medical and non-medical issuesMy issue isn't under your reasons for coverage denials nor is specifically referenced in your covered reasonsTherefore it falls within the gray area because it is unique in natureMy case is simple, I have no reason to be in Atlanta for Thanksgiving since the only family I have there will not be thereIf I had known the insurance I purchased wouldn't cover my issue, I would have never purchased it in the first placeFrom what I can't tell, AON isn't very good at covering issues that are outlined in your policyThere are numerous complaints on the internet from people who purchased policies and had medical issues, and you still tried to deny coverage or make it difficult to obtain reimbursement. You will never have to worry about seeing my name as one of your customers in the future and I will also share my experience with others to ensure they don't purchase your insurance either.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are in receipt of the complaint filed by *** *** and are responding accordingly. The program *** *** purchased provides a collision damage benefit to a rental car in the event of damage sustained due to collision or various other risks during the covered trip. The benefit
provided under this Program is payment of the cost of the repairs as well as the rental charges imposed by the rental company while the car is being repaired. In order to confirm the eligibility of coverage and the benefits due, sufficient documentation is required regarding the rental vehicle, the rental agreement, the incident report and the repair costs incurred. Following receipt of the initial claim submission we did send a request to *** *** for a copy of the complete rental agreement which had not been submitted with the original documentation Following receipt of this additional documentation we were able to finalize *** ***’s claim and provide the applicable benefit in the amount of $1,457.56. Please note that we did reach out to *** *** to advise of this payment and to apologize for a second request letter he had been sent due to a clerical error. However, we did assure him during our call on July **, that the claim had been set up for payment with the check being sent the following day. As this matter has been settled, we trust that this information is satisfactory and we have addressed the concerns raised in the complaint. Should you have any additional questions, please feel free to contact our office
As previously advised, the plan in its entirety is made available for review prior to purchaseThis includes the listing of all the specified reasons for cancellation, the notice of the 10-day Right to Examine as well as our contact information for any questions about the plan while reviewing it Further, as advised, the booking confirmation sent to the traveler also contains links to the full plan terms and conditionsThe pdf attached is a copy of the actual claim submission of the booking confirmation that [redacted] had received from Expedia, via email, upon her purchaseThe areas highlighted are the links that [redacted] , as the purchaser, would have been able to use to hyperlink to the full description of coverage, a copy of which I have also attachedWe would now direct your attention to the second page of said document On the fourth bulletin from the top of that page, it states: • View the complete terms and the condition of the description of coverage Please note that the highlighted words “description of coverage” is the first hyperlink to the plan document In addition, in the section below where it states: “You have purchased the travel protection planPlease refer to your itinerary number when calling to ask question or file a claim.” Once again, the highlighted words “travel protection” are the second link to the plan document itself Please understand that the original copy of this confirmation sent to [redacted] via email is a color documentAs such, the links noted are in a contrasting color, as well as in a different font, to the remainder of the sentence text to further identify them As advised previously, the reason for [redacted] ’s cancellation is not among the specified reasons under the plan and therefore we are unable to consider the request for reimbursement and no payment shall be forthcoming Should you have additional questions, please feel free to contact our office
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 *, 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 *, We received these records on September *, 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 planMore particularly, this was a condition which began prior to his purchase of the plan on April **, 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 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 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Thank you,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We have reviewed *** ***’ complaint submitted on behalf of her husband, ***, and we are responding accordingly. In her complaint, *** *** states that her husband cancelled his travel plans due to his own illness. She further advised that she submitted documentation from her
husband’s physician that he was incapable of travel due to such illness and therefore feels that he should receive the requested refund of his trip cost As was explained to *** *** in our correspondence of September **, 2017, while we understand that he may have been incapable of travel due to such medical condition, the medical documentation we received confirmed that the condition which prompted his cancellation was one for which he was undergoing examination and treatment within the day period prior to his purchase of the program on April *, 2017. More specifically, based on the information received, *** *** underwent examination and treatment for this condition on February **, and March **, 2017, both within the day period prior to his purchase of the program. Based on the terms of the program, a participant is not eligible for a cash reimbursement on the following basis: Carnival will not waive their cancellation fee and provide a cash refund, should you cancel or interrupt your cruise vacation for any of the following reasons: • a condition that first presents, worsens, becomes acute, or has symptoms causing a person to seek diagnosis, care or treatment, or prompts a change in medication, during the days before the Cancellation Fee Waiver Program is purchased; As *** *** was experiencing symptoms and was undergoing examination and/or treatment within the days prior to his purchase of the program, the condition which necessitated his cancellation is not one that would make him eligible for a cash reimbursement under the program. Accordingly, we are unable to consider the request for such reimbursement. While not eligible for a cash reimbursement, we do suggest *** *** reach out to the cruise line to see if he is eligible for future cruise certificates as a result of the determination made on his claim. We trust we have responded to the issues raised in *** ***’ 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 ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
* *** ***
We have reviewed *** ***’s additional comments and we are responding accordingly As indicated previously, while we appreciate the circumstances surrounding *** ***’s cancellation, the reason for the cancellation of his cruise is not one of the specified reasons contained in the plan and as such he is simply not eligible for a cash reimbursement More particularly, the flight cancellation he experienced, due to air traffic control issues, is not contained in the list of specified reasons and we were unable to consider his request. While understandably not the outcome for which he was hoping, we must abide by the terms of the plan Though not the desired result, we would again remind *** *** that he does have cruise credits available to him for use on a future cruise and he should contact the cruise line to see about applying them to a new booking. Should you have any additional questions, please feel free to contact our office
We are in receipt of *** *** complaint regarding the denial of his wife’s claim. While we understand *** *** *** *** position regarding the cancellation, please understand that the plan specifically excludes from eligibility a cancellation refund as a result of a normal
pregnancy unless the individual was hospitalized. Further, a cancellation due to the term of pregnancy in relation to the cruise line’s guidelines is not a specified reason for cancellation either. While we understand that the *** were not permitted to sail due to *** *** gestational age, such factors do not make them eligible for reimbursement under the planThough we understand the *** disappointment in the denial of their request for reimbursement, we must adhere to the terms and conditions of the plan purchased. Accordingly, the denial of the *** request for reimbursement was appropriate and no payment shall be forthcoming under the terms of this planHowever, I am pleased to advise that, upon receipt of this complaint, we did reach out to the cruise line to discuss this matter. The cruise line did agree, as a gesture of goodwill, to provide reimbursement to the *** directly for losses they incurred. The *** can contact the cruise line to discuss such forthcoming reimbursementWe trust we have addressed the issues raised in *** *** complaint. Should you have additional questions, please feel free to contact our office
We are in receipt of *** ***s complaint regarding the denial of her and her husband’s claim. In her complaint, *** *** indicates that we do not consider the condition causing their cancellation as a real medical condition. Quite the contrary, while we appreciate the condition
necessitating the ***’ cancellation, please understand that the plan specifically excludes an insured from eligibility of a refund as a result of a cancellation due to a mental, nervous or psychological disorder, unless the individual is hospitalized. The plan contains specified exclusions which preclude such reimbursement. One such exclusion states the following: We will not pay for any loss under the plan, caused by or incurred resulting from: mental, nervous, or psychological disorders, except if hospitalized; Based on the information received, *** *** was suffering from a mental, nervous, or psychological disorder, but was not hospitalized as a result. Since the condition which caused the ***’ cancellation was specifically excluded from coverage under this plan, the *** were ineligible for reimbursementThough we understand the ***’ disappointment in the denial of their request for reimbursement, we must adhere to the terms and conditions of the plan purchased. As such, we must uphold our denial of the ***’ claim and no payment shall be forthcoming. We trust we have addressed the issues raised in *** ***s complaint. Should you have additional questions, please feel free to contact our office
We have reviewed *** ***’s complaint regarding his dissatisfaction with the claim payment he and his wife received from our office. In his complaint, *** *** is requesting additional reimbursement for the cost of the other travel arrangements they had booked separately from their
insured *** booking. Please note that the Plan purchased provides reimbursement only of items booked through *** and for which insurance coverage has been purchased More particularly, the *** Flight Total Protection Plan (“Plan”) *** *** and his wife purchased provides a Trip Cancellation benefit which provides the following: Pre-Departure Trip Cancellation We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by ***, Inc., if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip The *** booked international airline tickets through *** for roundtrip flights from Philadelphia to the United Kingdom, at the cost of $1,per person, or $2,687.20. As such, when they submitted their claim to our office, we provided payment to the *** in the amount of $2,total. Though the *** did make additional travel arrangements, independent of the ones made through ***, such independent travel arrangements are not covered expenses under the Plan they purchased. As indicated above, the Plan provides reimbursement of any non-refundable cancellation charges imposed by ***, Inc. Any cancellation charges imposed by any other travel supplier, independent of those imposed by ***, are not covered under this Plan Please note that the Plan in its entirety, including the benefit afforded under the Plan for a Trip Cancellation, was provided to the *** prior to and concurrent with their purchase. Coverage for any independent travel arrangements would necessitate the purchase of such coverage separate and apart from the plan purchased to cover the *** booking While we understand that the *** may not have received reimbursement for all travel components they purchased, they did receive the appropriate reimbursement under the coverage they purchased in conjunction with their *** booking and no additional reimbursement is due We trust that we have sufficiently responded to the concerns contained in *** ***’s complaint. Should you have any additional questions, please feel free to contact our office
We have reviewed *** *** complaint which she filed on behalf of her daughter, *** ***, and we are responding accordingly. Please note that though *** *** filed a claim with our office on or about May **, 2016, with a claim form sent to her for completion the following day, we have
not received back a completed claim form or any supporting documentation from *** *** to date. Accordingly, we are only able to speak to the information contained in this complaint It appears from the complaint that *** *** interrupted her original travel plans and did not make use of her return flight, returning home via car due to her medical issues. Please understand that until we receive a completed claim form we are unable to make any determination on *** ***’s claim. However, from the information provided during the claim initiation, it appears that *** *** changed her travel plans due to a situation involving her pregnancy. As was advised at the time of the initiation, the plan does require that, in order to be eligible for coverage due to an interruption resulting from a situation related to a pregnancy, the individual must be hospitalized for such situation at the time of the interruption. In addition, the plan also requires that an individual be examined and treated for a medical condition at the time of the interruption in order to be eligible for coverage. However, until we receive *** ***’s completed claim form and applicable medical documentation for our review, we will be unable to make a determination on her claim Accordingly, should *** *** wish to pursue her claim, we kindly request that she submit her completed claim form and the applicable supporting documentation to allow us to make a determination on her claim. We trust we have responded to the concerns raised in *** *** complaint. Should you have any further questions, please feel free to contact us
We have reviewed *** ***’s complaint and we are responding accordingly*** *** had filed a claim with our office for Trip Cancellation benefits due to her cancellation of her scheduled trip. Regrettably, *** ***’s reason for trip cancellation was 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 cancellation due to a U.SDepartment of State Travel Warning is not one such specified reason. As such, we were unable to consider her request for reimbursement More particularly, *** *** chose to cancel her scheduled trip to Germany following a general travel warning posted by the United States Department of State regarding caution when traveling to Europe. The plan *** *** purchased affords no coverage for a cancellation resulting from concerns related to a Travel Warning. As explained to *** ***, and as mentioned in her complaint, the plan does include coverage for a cancellation as a result of a Terrorist Act, as defined in the plan, occurring in either the plan participant’s departure city or a city included on the participant’s itinerary, within days of the scheduled departure date. *** *** was scheduled to travel to Germany on June **, 2016. *** *** cancelled her scheduled trip on June *** after learning of the general Travel Warning posted regarding travel to Europe. At the time of her cancellation, there had been no terrorist act in either *** ***’s departure city or any city included in her itinerary. As such, we were unable to consider her request for reimbursement While we certainly understand *** ***’s decision to cancel her travel plans, her reason for cancellation is not among those enumerated in the plan making one eligible for reimbursement. As such, we are unable to consider *** ***’s request for payment Please note that the plan in its entirety is provided to the plan participant with their initial booking. Further, the plan provided includes the specified reasons for cancellation as well as the contact information for our office for any questions regarding the planFinally, please note that the plan provided also contains a Ten Day Right to Examine which allows a plan participant to cancel their coverage within days of receipt of the plan should it not meet with the participant’s needs While we appreciate *** ***’s disappointment at 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. Should you have any additional questions, please feel free to contact our office
We have reviewed *** ***’s complaint regarding her dissatisfaction with the claim payment she and her fellow travelers received from our office. In her complaint, *** *** is requesting additional reimbursement for the cost of their original airfare which was unused due to their early
return. Please note that the plan purchased provides reimbursement only of the expenses specified in the plan. Namely, the plan provides reimbursement for the portion of the land or water travel arrangements which are unused due to an early return, as well as the additional transportation expenses incurred to return the traveler home as a result of an interruption of their scheduled travel. As such, *** *** and her party were reimbursed for the cost of the new airfare they incurred for their early return, namely $per person, as well as the five nights of their unused hotel stay. The total amount refunded to *** *** and her party was $2,144.07. Please understand that the original airfare they had purchased, both for their outbound flight which was used, as well as for the originally scheduled return trip, is not a covered expense under this plan and as such, is not eligible for reimbursement. The benefit provided reimburses for the additional airfare incurred, and this was reimbursed accordingly Please understand that the reimbursement provided to *** *** and her party was proper and in accordance with the terms and conditions of the plan purchased. There is no additional benefit due under the plan and no further payment shall be forthcoming. We trust that we have sufficiently responded to the concerns contained in *** ***’s complaint. Should you have any additional questions, please feel free to contact our office
We have reviewed *** *** complaint and we are responding accordingly. Please note that we show no record of a call from *** *** to our office to initiate a claim. However, we were able to confirm with Travelocity that *** *** contacted them on or about September **,
and advised he needed to cancel his scheduled flight due to a “change of plans”. In his complaint, *** *** indicates that he was unable to travel due to a medical reason. The plan *** *** purchased does contain specified reasons for cancellation under the plan that would make one eligible for reimbursement. A claim for a cancellation due to a medical reason would require a submission of verification of the medical condition and the treatment received for such condition at the time of the cancellation of the trip. However, until a claim is initiated and the applicable supporting documentation regarding the reason for cancellation is submitted, we are unable to comment further on the eligibility of coveragePlease understand that the full terms and conditions of the plan are provided to each prospective participant prior to their purchase and they must confirm their acceptance of such terms in order to finalize that purchase. In order for us to determine if an individual’s reason for cancellation falls within the plan’s guidelines, a claim must be initiated and sufficient documentation regarding the reason for cancelation must be submittedPlease note that *** *** is welcome to initiate a claim with our office and we would be happy to review any documentation he submits regarding his reason for cancellation. However, with no claim having been initiated, and with no opportunity to determine whether *** *** reason for cancelation falls within the plan’s terms and conditions, we are unable to consider his request for reimbursement. Should *** *** wish to initiate a claim with us he can certainly do so at our toll free number, ###-###-#### and submit the necessary documentation to allow us to review his claim under the terms of the plan
We have reviewed *** ***’s complaint regarding the delayed receipt of his claim payment and the processing of his claim and we respond accordingly. *** *** submitted a claim form to our office for his cancelled booking due to the loss of his job. One item which was needed to
confirm the eligibility of *** *** under this coverage was not included with his original submission. Accordingly, we sent a letter to *** *** on December **, 2015, requesting documentation from his former employer confirming that the length of his employment prior to termination met the plan requirements. This documentation was received in our office on February **, and, upon review, the claim was approved for payment *** ***’s claim payment was sent to his address in Calgary on March *, 2016. We heard nothing further from *** *** until March **, wherein he emailed our office to inquire as to the status of his payment. We responded back on March **, confirming the payment had been sent and asking that if he had not received the check, was he requesting we place a stop payment on the check and reissue it. We received no response from *** *** directly, but rather this subject complaint. Please note that upon receipt of the complaint on April *, 2016, we did void the original check and a new check was issued on April *, 2016. This check was sent to *** *** via overnight delivery for April *, As *** *** has now received his replacement check, we trust this matter is now closed. 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 ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We have reviewed *** ***’s complaint and we are responding accordingly. In her complaint *** *** states that she cancelled her trip for her own illness and submitted the required documentation. Please note that while the plan does contain coverage for a
cancellation as a result of an illness of the traveler, the plan contains specific requirements which would make said insured eligible for reimbursement. In particular, in order to qualify for coverage as a result of an illness, the insured must undergo examination and treatment by his or her physician during the coverage period and at the time of cancelation. From the information submitted, *** *** did not meet these plan requirements, not having undergone an examination and received treatment from a physician at the time of her cancelation or at any time during her term of coverage, June **, through September **, 2017. Rather, the information submitted indicates that the last visit *** *** had with her physician was on February **, 2017. As such, *** *** was not eligible for coverage under the plan and we were unable to consider her request for refund. Please note that the plan in its entirety was provided to *** *** prior to and concurrent with her purchase, including the plan requirements regarding a cancelation due to an illness. Further, the confirmation provided to *** *** contained a link to the plan, including contact information for our office for any questions regarding the planFinally, the plan also provides a ten-day right to examine, offering the opportunity to cancel the coverage within ten days of purchase should the participant decide the plan does not meet with their needs. With regard to *** ***’s comment about us being non-responsive to her emails, please note that this complaint was the first contact received from, or on behalf of, *** *** since the denial of her claim. Please be assured that had we received a request from *** *** to further clarify the determination made on her claim, we would have been happy to discuss same with her We trust this has responded to the concerns raised in *** ***’s complaint. Should you have any additional questions, please feel free to contact our office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
As I appreciate the response the company provided, I must state that it is not accurateI filed a claim with AON upon receiving notifications that my family member would not be in town and therefore she had to cancel our family gathering in AtlantaI have yet to cancel anything as my flight and car reservations are still in placeI purchased a ticket to Atlanta for a family gathering that was scheduled to occur on Thanksgiving dayThose plans were cancelled by an independent party and not meWhen I purchased my ticket I did not receive a link to thr insurance policyI simply purchased the insurance to cover me in case of unforseen circumstancesMy situation meets that definitionThe terms outlined in your policy do not state specifically that you will not cover instances such as cancelled plans or change in arrangementsYou simply have general blanket terms for medical and non-medical issuesMy issue isn't under your reasons for coverage denials nor is specifically referenced in your covered reasonsTherefore it falls within the gray area because it is unique in natureMy case is simple, I have no reason to be in Atlanta for Thanksgiving since the only family I have there will not be thereIf I had known the insurance I purchased wouldn't cover my issue, I would have never purchased it in the first placeFrom what I can't tell, AON isn't very good at covering issues that are outlined in your policyThere are numerous complaints on the internet from people who purchased policies and had medical issues, and you still tried to deny coverage or make it difficult to obtain reimbursement. You will never have to worry about seeing my name as one of your customers in the future and I will also share my experience with others to ensure they don't purchase your insurance either.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are in receipt of the complaint filed by *** *** and are responding accordingly. The program *** *** purchased provides a collision damage benefit to a rental car in the event of damage sustained due to collision or various other risks during the covered trip. The benefit
provided under this Program is payment of the cost of the repairs as well as the rental charges imposed by the rental company while the car is being repaired. In order to confirm the eligibility of coverage and the benefits due, sufficient documentation is required regarding the rental vehicle, the rental agreement, the incident report and the repair costs incurred. Following receipt of the initial claim submission we did send a request to *** *** for a copy of the complete rental agreement which had not been submitted with the original documentation Following receipt of this additional documentation we were able to finalize *** ***’s claim and provide the applicable benefit in the amount of $1,457.56. Please note that we did reach out to *** *** to advise of this payment and to apologize for a second request letter he had been sent due to a clerical error. However, we did assure him during our call on July **, that the claim had been set up for payment with the check being sent the following day. As this matter has been settled, we trust that this information is satisfactory and we have addressed the concerns raised in the complaint. Should you have any additional questions, please feel free to contact our office