The Customer purchased a plan on 12-01-15 for a trip departing 01-30-16
and returning 02-03-16. The Customer
called on 01-20-16 to initiate a claim under the plan. The Customer was cancelling due to the recent
CDC travel warning regarding the Zika Virus.
However,...
cancellation
due to the travel alert is not a covered reason under the insured’s plan.
Cancellation due to a travel alert is not a covered reason
under the insured’s plan; therefore, benefits are not payable.
On 1/28/16 we were advised the insured change the
destination of their trip. If the insured incurred a fee to change their air
itinerary, they are eligible for up to $250 per person under the change fee
benefit.
The Cancel for Any Reason benefit provides reimbursement
if the plan is purchased within 21 days of the deposit for the trip or full
trip payment.
The plan was purchased via the website [redacted].
The website states the Cancel for Any Reason coverage is
available if you...
purchase your plan within 21 days after making your initial
trip payment. If you enter in a date of
deposit more than 21 days prior, the website states that the coverage is not
available.
The date of deposit on the application entered was 12/14/14.
Upon review of the claim, the actual deposit date was 11/17/14, disqualifying
the Cancel for Any Reason coverage.
The reason for cancellation is unfortunately not a
covered reason under the plan; therefore, no benefits are payable.
Sickness is a covered reason for cancellation if it occurs before departure on your trip, requires medical treatment at the time of cancellation resulting in medically imposed restrictions, as certified by a legally qualified physician,) and prevents your participation in the trip. The...
effective date of the plan is 1/30/16. The original medical documentation we received indicated the insured was medically unable to travel as of 12/14/15. We advised the insured that pre-existing conditions are excluded under the plan and with the medical we had on file, the claim was not payable. The insured had the physician submit additional documentation. We reached out to the physician to clarify and received additional medical documentation on 12/13/16. With this documentation, we completed the claim review. Payment of $1288.38 was mailed to the insured on 12/15/16. We apologize for the frustration encountered.
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: After many phone calls I have stated that they need to speak with my credit card company directly and they refuse to do so. The credit card company has only given me the statement from the originally charge from November 17th of $310.00 but continually tell me verbally that travel insured charged me twice minus a $40 credit and they also refuse to communicate with Travel Insured which left me paying the initial charge twice. Once again this whole thing is a total mess and that's why I contacted the Revdex.com because I have tried now for over five months and got no where other than never being able to go on my trip. Travel Insured needs to contact my credit card company directly in order to resolve this issue. I have stated that in ever conversation with them. I have been illegally charged twice by either Travel Insured or [redacted] I can not explain the charges because it was not done by me, it's between Travel Insured and [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The explanation was not provided until after the purchase. I would like a full refund on the premium costs of $150 if not payable.
Sincerely,
[redacted]
Travel Insured International (TII), is the claims administrator for the travel plan that includes short-term travel insurance benefits underwritten by [redacted], and we appreciate the opportunity to address the insureds concerns. Our records indicate that the insured...
purchased their travel arrangements and obtained their travel protection plan, the [redacted] directly from a [redacted] travel agency/tour operator, [redacted]. In their complaint, the insured is requesting reimbursement for the trip purchased because it was cancelled due to the fact that [redacted] has apparently ceased all of its operations and they have submitted a claim under the [redacted] plan for reimbursement. As we will explain in more detail below, a trip cancellation that was caused due to [redacted] ceasing its operations is not an eligible covered reason under the plan issued to the insured. The [redacted] plan provides Trip Cancellation benefits when the trip is cancelled due to a covered reason as defined in the plan. The [redacted] plan reads, in its applicable part that: COVERAGE A. TRIP CANCELLATION “Benefits will be paid, up to the Maximum Benefit Amount shown in the Confirmation of Benefits, to reimburse You for the amount of the Published Penalties and unused non-refundable Prepaid Payments You paid for the Travel Arrangements when You are prevented from taking Your Trip due to … “Bankruptcy or Default of an airline, cruise line, tour operator or other travel provider (other than the Travel Supplier, tour operator, travel agency, organization or firm from whom You purchased Your Travel Arrangements) causing a complete cessation of travel services more than 14 days following Your Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available.” As noted above, the insured purchased coverage from [redacted]. Per the plan language quoted above, a trip cancellation caused by the Bankruptcy or Default of the travel agency or tour operator from whom coverage was purchased is not covered under the plan. Please note that the plan purchased does provide coverage for the reissue fee charged by the airlines as defined in the Trip Cancellation provision which states: “If Your Travel Supplier cancels Your Trip, a benefit will be paid for the reissue fee charged by the airline for the tickets”. However, since the airline tickets were not issued they are unable to be changed and therefore benefits are not payable. Based on the foregoing, no benefits for this Trip Cancellation are payable under the plan issued to the insured. We are sorry for the disappointing situation that has occurred as a result of the actions of [redacted] and that the claimant was not satisfied with the outcome of the claim. However, we, as claims administrator, are required to adjudicate all claims in accordance with the terms and conditions of the applicable plan As an accommodation, we are willing to provide the insured with a refund for the travel protection plan purchased in connection with their trip in the amount of $432, which represents the plan cost paid. The refund will be mailed to the insured.
The policy requires the filing of a
loss report with the authorities. The insured did not file a report and under
the circumstances he described, we will pay his claim.
The policy pays for the actual cash value (cost less proper deduction for
depreciation) at the time of loss, up to $250 per...
item. The insured stated that
the lost items cost $400 and $420. Since he did not have proof of those
payments we applied a 50% depreciation factor. If the insured provides receipts, we will
adjust the claim payment.
Complaint: 12591240
I am rejecting this response because:According to [redacted] They were a tour supplier and not a travel agency and should be covered for trip cancellation. I believethere are a lot of people in the same position as me and Travel Insured International is trying to weasel out of their commitment to honortheir contracts. If they cannot honor their contracts, they should stop operating as an insurance company.The [redacted] Dept. of Financial Services is checking into this matter and I will wait for their results in this matter before I accept your findings
Sincerely,
[redacted]
Since the referenced plan is non-underwritten, we do not request any medical information at the point of sale. Our customer care representative at the point of sale, is very experienced and if the insured had mentioned any mental or nervous condition he would have told her about the exclusion The Plan Document was mailed to the insured on 8/3/16, and to her on 8/6/16. The Plan Document provides the full list of covered reasons and exclusions. The plan has a 14 day Free Look that gives her a right to cancel the plan within 14 days of purchase and receive a full refund of premium. Our claim representative returned phone calls from the insured to obtain additional medical documentation so we could make an informed decision on the claim. There was never an attempt to harass the insured. We did not receive any documentation showing she was hospitalized for the condition while the plan was in effect therefore, benefits are not payable.
Thank you for the opportunity to review the documentation
again. On 2/15/16 we received
confirmation from the insured’s travel agent that the hotel in [redacted] did not
offer a refund for the first night and also charged her for the last
night. Therefore, we can pay for...
those
charges under the Travel Delay benefit, but not to exceed $300.00 per
person. Accordingly, tomorrow we will
send the insured a check for $600.00.
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. Thank you so much for helping my voice be heard.
Sincerely,
[redacted]
Our records indicate that the insured initiated her claim on 8/15/17 indicating that her employer did not grant her requested vacation time. The plan specifies many covered reasons for trip cancellation, one of which is revocation of previously approved time off by an employer. The employer’s...
letter dated 08/18/17, stated that her recent request for vacation 11/8/17 – 11/15/17 has been denied. Unfortunately, this is not a defined covered reason for trip cancellation and therefore no benefits are payable in accordance with the terms, conditions and limitations of the plan. The insured applied for the plan on 4/20/17. The Confirmation of Benefits and Plan Document outlining all of the plan terms, including the eligible covered reasons for trip cancellation were sent to her via email on this date. Neither document indicates that the plan she purchased had Cancel For Any Reason Coverage. In addition, the plan sent to the insured on 4/20/17 contained a Fourteen Day Look period that allowed her to review the coverage purchased and to return such coverage for a refund within 14 days of purchase if she were not satisfied with the plan terms. We are sorry that the insured was not satisfied with the outcome of the claim. However, the claim was processed in accordance with the terms, conditions and limitations of the plan.
The plan states that benefits are not payable for any loss due to, arising or resulting from: normal childbirth or pregnancy.
Immediately after the insurance was purchased, the Confirmation of Benefits and Certificate of Insurance were sent to the insured via email. The plan does...
provide a 14 day free look period that affords the opportunity to request a full refund of premium within 14 days of the effective date of coverage%
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.
Sincerely,
[redacted]
Travel Insured International (TII), is the claims administrator for the travel plan that includes short-term travel insurance benefits underwritten by [redacted], and we appreciate the opportunity to address the insureds concerns. Our records indicate that the insured...
purchased their travel arrangements and obtained their travel protection plan, the [redacted] directly from a [redacted] travel agency/tour operator, [redacted]. In their complaint, the insured is requesting reimbursement for the trip purchased because it was cancelled due to the fact that [redacted] has apparently ceased all of its operations and they have submitted a claim under the [redacted] plan for reimbursement. As we will explain in more detail below, a trip cancellation that was caused due to [redacted] ceasing its operations is not an eligible covered reason under the plan issued to the insured. The [redacted] plan provides Trip Cancellation benefits when the trip is cancelled due to a covered reason as defined in the plan. The [redacted] plan reads, in its applicable part that: COVERAGE A. TRIP CANCELLATION “Benefits will be paid, up to the Maximum Benefit Amount shown in the Confirmation of Benefits, to reimburse You for the amount of the Published Penalties and unused non-refundable Prepaid Payments You paid for the Travel Arrangements when You are prevented from taking Your Trip due to … “Bankruptcy or Default of an airline, cruise line, tour operator or other travel provider (other than the Travel Supplier, tour operator, travel agency, organization or firm from whom You purchased Your Travel Arrangements) causing a complete cessation of travel services more than 14 days following Your Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available.” As noted above, the insured purchased coverage from [redacted]. Per the plan language quoted above, a trip cancellation caused by the Bankruptcy or Default of the travel agency or tour operator from whom coverage was purchased is not covered under the plan. Please note that the plan purchased does provide coverage for the reissue fee charged by the airlines as defined in the Trip Cancellation provision which states: “If Your Travel Supplier cancels Your Trip, a benefit will be paid for the reissue fee charged by the airline for the tickets”. However, since the airline tickets were not issued they are unable to be changed and therefore benefits are not payable. Based on the foregoing, no benefits for this Trip Cancellation are payable under the plan issued to the insured. We are sorry for the disappointing situation that has occurred as a result of the actions of [redacted] and that the claimant was not satisfied with the outcome of the claim. However, we, as claims administrator, are required to adjudicate all claims in accordance with the terms and conditions of the applicable plan As an accommodation, we are willing to provide the insured with a refund for the travel protection plan purchased in connection with their trip in the amount of $522, which represents the plan cost paid. The refund will be mailed to the insured.
Sickness is
a covered reason for cancellation if it necessitates medical treatment at the
time of cancellation and results in medically imposed restrictions as certified
by a legally qualified physician.
The insured
submitted his claim with no medical documentation. Our...
office requested to have the Physician
that was indicated on the trip cancellation claim form to complete the required
form on the insured’s behalf. The
Physician advised they did not treat the patient at time when Insured cancelled
the trip. We asked the Insured to
provide our office with an updated patient planholder’s statement listing the
doctor(s) who treated the patient at time of cancellation and the insured
advised he will forward this additional documentation to us.
To date, we
have not received anything additional.
We have paid this claim after reviewing
additional information the insured sent to us on 1/13/15.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The Customer purchased a plan on 12-01-15 for a trip departing 01-30-16
and returning 02-03-16. The Customer
called on 01-20-16 to initiate a claim under the plan. The Customer was cancelling due to the recent
CDC travel warning regarding the Zika Virus.
However,...
cancellation
due to the travel alert is not a covered reason under the insured’s plan.
Cancellation due to a travel alert is not a covered reason
under the insured’s plan; therefore, benefits are not payable.
On 1/28/16 we were advised the insured change the
destination of their trip. If the insured incurred a fee to change their air
itinerary, they are eligible for up to $250 per person under the change fee
benefit.
The Cancel for Any Reason benefit provides reimbursement
if the plan is purchased within 21 days of the deposit for the trip or full
trip payment.
The plan was purchased via the website [redacted].
The website states the Cancel for Any Reason coverage is
available if you...
purchase your plan within 21 days after making your initial
trip payment. If you enter in a date of
deposit more than 21 days prior, the website states that the coverage is not
available.
The date of deposit on the application entered was 12/14/14.
Upon review of the claim, the actual deposit date was 11/17/14, disqualifying
the Cancel for Any Reason coverage.
The reason for cancellation is unfortunately not a
covered reason under the plan; therefore, no benefits are payable.
Sickness is a covered reason for cancellation if it occurs before departure on your trip, requires medical treatment at the time of cancellation resulting in medically imposed restrictions, as certified by a legally qualified physician,) and prevents your participation in the trip. The...
effective date of the plan is 1/30/16. The original medical documentation we received indicated the insured was medically unable to travel as of 12/14/15. We advised the insured that pre-existing conditions are excluded under the plan and with the medical we had on file, the claim was not payable. The insured had the physician submit additional documentation. We reached out to the physician to clarify and received additional medical documentation on 12/13/16. With this documentation, we completed the claim review. Payment of $1288.38 was mailed to the insured on 12/15/16. We apologize for the frustration encountered.
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: After many phone calls I have stated that they need to speak with my credit card company directly and they refuse to do so. The credit card company has only given me the statement from the originally charge from November 17th of $310.00 but continually tell me verbally that travel insured charged me twice minus a $40 credit and they also refuse to communicate with Travel Insured which left me paying the initial charge twice. Once again this whole thing is a total mess and that's why I contacted the Revdex.com because I have tried now for over five months and got no where other than never being able to go on my trip. Travel Insured needs to contact my credit card company directly in order to resolve this issue. I have stated that in ever conversation with them. I have been illegally charged twice by either Travel Insured or [redacted] I can not explain the charges because it was not done by me, it's between Travel Insured and [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The explanation was not provided until after the purchase. I would like a full refund on the premium costs of $150 if not payable.
Sincerely,
[redacted]
Travel Insured International (TII), is the claims administrator for the travel plan that includes short-term travel insurance benefits underwritten by [redacted], and we appreciate the opportunity to address the insureds concerns. Our records indicate that the insured...
purchased their travel arrangements and obtained their travel protection plan, the [redacted] directly from a [redacted] travel agency/tour operator, [redacted]. In their complaint, the insured is requesting reimbursement for the trip purchased because it was cancelled due to the fact that [redacted] has apparently ceased all of its operations and they have submitted a claim under the [redacted] plan for reimbursement. As we will explain in more detail below, a trip cancellation that was caused due to [redacted] ceasing its operations is not an eligible covered reason under the plan issued to the insured. The [redacted] plan provides Trip Cancellation benefits when the trip is cancelled due to a covered reason as defined in the plan. The [redacted] plan reads, in its applicable part that: COVERAGE A. TRIP CANCELLATION “Benefits will be paid, up to the Maximum Benefit Amount shown in the Confirmation of Benefits, to reimburse You for the amount of the Published Penalties and unused non-refundable Prepaid Payments You paid for the Travel Arrangements when You are prevented from taking Your Trip due to … “Bankruptcy or Default of an airline, cruise line, tour operator or other travel provider (other than the Travel Supplier, tour operator, travel agency, organization or firm from whom You purchased Your Travel Arrangements) causing a complete cessation of travel services more than 14 days following Your Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available.” As noted above, the insured purchased coverage from [redacted]. Per the plan language quoted above, a trip cancellation caused by the Bankruptcy or Default of the travel agency or tour operator from whom coverage was purchased is not covered under the plan. Please note that the plan purchased does provide coverage for the reissue fee charged by the airlines as defined in the Trip Cancellation provision which states: “If Your Travel Supplier cancels Your Trip, a benefit will be paid for the reissue fee charged by the airline for the tickets”. However, since the airline tickets were not issued they are unable to be changed and therefore benefits are not payable. Based on the foregoing, no benefits for this Trip Cancellation are payable under the plan issued to the insured. We are sorry for the disappointing situation that has occurred as a result of the actions of [redacted] and that the claimant was not satisfied with the outcome of the claim. However, we, as claims administrator, are required to adjudicate all claims in accordance with the terms and conditions of the applicable plan As an accommodation, we are willing to provide the insured with a refund for the travel protection plan purchased in connection with their trip in the amount of $432, which represents the plan cost paid. The refund will be mailed to the insured.
The policy requires the filing of a
loss report with the authorities. The insured did not file a report and under
the circumstances he described, we will pay his claim.
The policy pays for the actual cash value (cost less proper deduction for
depreciation) at the time of loss, up to $250 per...
item. The insured stated that
the lost items cost $400 and $420. Since he did not have proof of those
payments we applied a 50% depreciation factor. If the insured provides receipts, we will
adjust the claim payment.
Complaint: 12591240
I am rejecting this response because:According to [redacted] They were a tour supplier and not a travel agency and should be covered for trip cancellation. I believethere are a lot of people in the same position as me and Travel Insured International is trying to weasel out of their commitment to honortheir contracts. If they cannot honor their contracts, they should stop operating as an insurance company.The [redacted] Dept. of Financial Services is checking into this matter and I will wait for their results in this matter before I accept your findings
Sincerely,
[redacted]
Since the referenced plan is non-underwritten, we do not request any medical information at the point of sale. Our customer care representative at the point of sale, is very experienced and if the insured had mentioned any mental or nervous condition he would have told her about the exclusion The Plan Document was mailed to the insured on 8/3/16, and to her on 8/6/16. The Plan Document provides the full list of covered reasons and exclusions. The plan has a 14 day Free Look that gives her a right to cancel the plan within 14 days of purchase and receive a full refund of premium. Our claim representative returned phone calls from the insured to obtain additional medical documentation so we could make an informed decision on the claim. There was never an attempt to harass the insured. We did not receive any documentation showing she was hospitalized for the condition while the plan was in effect therefore, benefits are not payable.
Thank you for the opportunity to review the documentation
again. On 2/15/16 we received
confirmation from the insured’s travel agent that the hotel in [redacted] did not
offer a refund for the first night and also charged her for the last
night. Therefore, we can pay for...
those
charges under the Travel Delay benefit, but not to exceed $300.00 per
person. Accordingly, tomorrow we will
send the insured a check for $600.00.
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. Thank you so much for helping my voice be heard.
Sincerely,
[redacted]
Our records indicate that the insured initiated her claim on 8/15/17 indicating that her employer did not grant her requested vacation time. The plan specifies many covered reasons for trip cancellation, one of which is revocation of previously approved time off by an employer. The employer’s...
letter dated 08/18/17, stated that her recent request for vacation 11/8/17 – 11/15/17 has been denied. Unfortunately, this is not a defined covered reason for trip cancellation and therefore no benefits are payable in accordance with the terms, conditions and limitations of the plan. The insured applied for the plan on 4/20/17. The Confirmation of Benefits and Plan Document outlining all of the plan terms, including the eligible covered reasons for trip cancellation were sent to her via email on this date. Neither document indicates that the plan she purchased had Cancel For Any Reason Coverage. In addition, the plan sent to the insured on 4/20/17 contained a Fourteen Day Look period that allowed her to review the coverage purchased and to return such coverage for a refund within 14 days of purchase if she were not satisfied with the plan terms. We are sorry that the insured was not satisfied with the outcome of the claim. However, the claim was processed in accordance with the terms, conditions and limitations of the plan.
The plan states that benefits are not payable for any loss due to, arising or resulting from: normal childbirth or pregnancy.
Immediately after the insurance was purchased, the Confirmation of Benefits and Certificate of Insurance were sent to the insured via email. The plan does...
provide a 14 day free look period that affords the opportunity to request a full refund of premium within 14 days of the effective date of coverage%
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.
Sincerely,
[redacted]
Travel Insured International (TII), is the claims administrator for the travel plan that includes short-term travel insurance benefits underwritten by [redacted], and we appreciate the opportunity to address the insureds concerns. Our records indicate that the insured...
purchased their travel arrangements and obtained their travel protection plan, the [redacted] directly from a [redacted] travel agency/tour operator, [redacted]. In their complaint, the insured is requesting reimbursement for the trip purchased because it was cancelled due to the fact that [redacted] has apparently ceased all of its operations and they have submitted a claim under the [redacted] plan for reimbursement. As we will explain in more detail below, a trip cancellation that was caused due to [redacted] ceasing its operations is not an eligible covered reason under the plan issued to the insured. The [redacted] plan provides Trip Cancellation benefits when the trip is cancelled due to a covered reason as defined in the plan. The [redacted] plan reads, in its applicable part that: COVERAGE A. TRIP CANCELLATION “Benefits will be paid, up to the Maximum Benefit Amount shown in the Confirmation of Benefits, to reimburse You for the amount of the Published Penalties and unused non-refundable Prepaid Payments You paid for the Travel Arrangements when You are prevented from taking Your Trip due to … “Bankruptcy or Default of an airline, cruise line, tour operator or other travel provider (other than the Travel Supplier, tour operator, travel agency, organization or firm from whom You purchased Your Travel Arrangements) causing a complete cessation of travel services more than 14 days following Your Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available.” As noted above, the insured purchased coverage from [redacted]. Per the plan language quoted above, a trip cancellation caused by the Bankruptcy or Default of the travel agency or tour operator from whom coverage was purchased is not covered under the plan. Please note that the plan purchased does provide coverage for the reissue fee charged by the airlines as defined in the Trip Cancellation provision which states: “If Your Travel Supplier cancels Your Trip, a benefit will be paid for the reissue fee charged by the airline for the tickets”. However, since the airline tickets were not issued they are unable to be changed and therefore benefits are not payable. Based on the foregoing, no benefits for this Trip Cancellation are payable under the plan issued to the insured. We are sorry for the disappointing situation that has occurred as a result of the actions of [redacted] and that the claimant was not satisfied with the outcome of the claim. However, we, as claims administrator, are required to adjudicate all claims in accordance with the terms and conditions of the applicable plan As an accommodation, we are willing to provide the insured with a refund for the travel protection plan purchased in connection with their trip in the amount of $522, which represents the plan cost paid. The refund will be mailed to the insured.
Sickness is
a covered reason for cancellation if it necessitates medical treatment at the
time of cancellation and results in medically imposed restrictions as certified
by a legally qualified physician.
The insured
submitted his claim with no medical documentation. Our...
office requested to have the Physician
that was indicated on the trip cancellation claim form to complete the required
form on the insured’s behalf. The
Physician advised they did not treat the patient at time when Insured cancelled
the trip. We asked the Insured to
provide our office with an updated patient planholder’s statement listing the
doctor(s) who treated the patient at time of cancellation and the insured
advised he will forward this additional documentation to us.
To date, we
have not received anything additional.