Travel Guard Group, Inc.

To whom it may concern:
We have reviewed the screen shot provided by Mr*** regarding an email sent to his claims analyst on 11/15/14. It appears the email contained several attachments which increases the size of the email. Unfortunately emails containing large attachments may not go through due to the size. According to our records, the analyst has confirmed other emails received from Mr*** and has responded promptly.
In addition to email, we also offer the option to submit claim documentation via fax or postal mail. Once all the required documentation has been received, we can properly review Mr***’s claim according to the terms and conditions of the policy purchased
Sincerely,
*** *** *** ***
***

To Whom It May Concern:
According to
claim records, Ms. [redacted]’s adjuster called her on 3/16/15 to advise the
claim had been finalized.  Payment was
issued to Ms. [redacted] on 3/18/15 via check via postal mail. 
 
Should Ms.
[redacted] have any further questions, we welcome her to contact the adjuster,
[redacted], at ###-###-####.
 
Sincerely,
 
[redacted]
 
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Although the payment made to me by Travel Guard is "satisfactory,"  I maintain that this company was not honest in reimbursing me for travel charges that were beyond my control (airline transportation changes).  But I undersand this is the best that Travel Guard is willing to do.  However I would stronglly suggest that anyone reading this Revdex.com site find another insurance company to trust their travel matters to.  I have already informed my friends and acquaintances of this matter and they agreed with me as did my travel agent.
Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] This is total nonsense. This is the run-around they give you. There is NO limits mentioned anywhere on there pages. There is no extra coverage anywhere, plus they do not tell you about any extra coverage that you may want, because none exist. The only thing they tell you is what you read; this trip can be canceled for a full refund! Yet they keep up this Mumbo Jumbo, you can go anywhere on there site and not find any other Ins policies. As you know, an attorney was involved. She was in total disbelief & amazed of all the ridiculous responses to the  phone calls & letters she sent. The absurd answers she was given but never with any proof or supported evidence. Because again, it does not exist. I would love for you to be able to go to there office and find "Mr Fuchs" as I believe he does not exist and everything is in his name, they are just [redacted] everyone around. Unfortunately, I believe I have any other choice but to file a Civil Suit against this company. Thank you,[redacted]

To whom it may concern:
 
To review the claim for coverage, all terms and conditions of the policy purchased must be met.  Once we have all the pertinent information to make a claim determination, the claim will be finalized and the outcome will be provided to Mrs. [redacted].
 
Sincerely,
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have proof the items were sent, both by email and now by fax. Please see attached print screen.Regards,
[redacted]

To whom it may concern:
This response is regarding Ms. [redacted]’s Trip Interruption claim.
 
Ms. [redacted]’s policy was fulfilled as requested at the time the policy purchased. Ms. [redacted]’s claim has also been processed in accordance with the terms and conditions of the policy purchased.
Thank you for the opportunity to once again review and respond to Ms. [redacted]’s concerns. 
 
Sincerely,
 
[redacted]
[redacted]

To whom it may concern:
 
This response is regarding the concerns of Mr. [redacted] relating to his Trip Cancellation claim.
 
We appreciate the opportunity to review Mr. [redacted]’s claim information once again.  Our claim records indicate that the trip had been cancelled as a result of violence and conflict at the trip destination. In anticipation of unsafe conditions a personal choice was made to cancel the travel arrangements.    Unfortunately, this reason is not a covered loss under the terms of the policy;  therefore Mr. [redacted]’s claim was denied.  
Most recently, Mr. [redacted] provided information indicating he cancelled the trip due terrorist attacks in [redacted] being carried out by [redacted].  We understand that [redacted] is recognized as a terrorist organization and the severity of the situation taking place; however, our review of the information provided does not support that the U.S. government deemed any occurrence taking place in [redacted] within 30 days of Mr. [redacted]’s scheduled arrival as an actual terrorist incident.  This reason does not meet the definition of a terrorist incident under this policy and we maintain that claim benefits cannot be disbursed.
We must adjudicate the claim according to the terms and conditions of the policy, which specifically state what the covered reasons and exclusions are under the policy.  The policy coverage purchased governs the decisions made on whether or not benefits can be extended.
We regret that our decision could not be more favorable; however, we must abide by the terms of the policy.  Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.
Thank you for the opportunity to review and respond to Mr. [redacted]’s complaint.
 
Sincerely,
 
[redacted]
 
[redacted]

This letter is in response to the complaint filed by [redacted] in regards to Travel Guard policy # [redacted]The first thing I would like to clarify is We Insure has no affiliation with Travel Guard and should beremoved from the complaint. I, [redacted] was appointed with them as an individually licensedFlorida agent. At no time do I or We Insure collect payments for Travel Guard protection policies. Allpayments are made directly to Travel Guard via their website. I am not sure why the Revdex.com of NortheastFlorida would be involved since I am located in [redacted] and the property that was rented by Ms.[redacted] is located in Venice.As Mr. [redacted] has requested I have attached the original confirmation of the policy after it waspurchased by Ms. [redacted] on 12/03/2013. The dates of the policy purchased are from 01/02/2014through 02/28/2014. All of his question were asked and answered and I obviously had the dates of thepolicy as I have the original confirmation.Finally I would like to address Mr. [redacted]’s statement that I did not return calls or emails. I contactedhim by phone and email on several occasions to clarify the specifics of his grievance. Mr. [redacted]informed me that his claim was processed and sent me a correspondence he received from TravelGuard. The first paragraph of the letters states “All future correspondence should be directed to theattention of the Claims Quality Assurance department”. At that point I informed him that he shouldcontinue the process with Travel Guard. Once a claim is started with the insuring party it must becompleted with them and all continuing issues should be addressed to Travel Guard.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Still the issue is ability to travel .... documentation is proof of travel - my policy which I bought and paid for should not hinge on multiple requirements on the physician's part ... he already completed the form saying he advised no travel, I have proof of ability to travel when the policy was purchased.  This is unfair and is designed to make it difficult, if not impossible to collect on a claim.  I bought the policy, I supplied the info - the doctor answered what he did and this should be done.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

To whom it may concern:
 
This response is regarding the concerns raised by Ms. [redacted] regarding her claim. 
 
As of today’s date, nothing has been submitted on the claim; however, according to the claim notes, Ms. [redacted] is claiming Trip Interruption due to the illness of her...

husband.  It is noted that Ms. [redacted] and her family remained at the timeshare for the full length of the scheduled booking. 
 
In pertinent part, Ms. [redacted]’s policy states:
 
TRIP INTERRUPTION
 
Trip Interruption Benefits: The Company will reimburse the Insured the average room rental rate at the Destination resort, up to the Maximum Limit shown in the Schedule or Declarations Page, for the Unused portion of the resort and accommodations that are interrupted or delayed due to the Unforeseen events shown at the beginning of this section for the following:
(a) average room rental rate at the Destination resort, less any used portion of the Trip;
(b) additional transportation expenses incurred by the Insured, either
1) to the Return Destination; or
2) from the place that the Insured left the Trip to the place
that the Insured may rejoin the Trip;…
 
 
We are unable to pre-approve or pre-deny a claim; therefore, we encourage Ms. [redacted] to complete the claim set up by contacting our Claims Dept. at ###-###-####. Once claim documentation is submitted we will review and be able to properly adjudicate Ms. [redacted]’s claim. Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns. 
 
Sincerely,
 
[redacted]
[redacted]

To whom it may concern:
 
This response is regarding the concerns raised by Ms. [redacted] regarding her claim. 
 
The necessary medical information has been obtained from Ms. [redacted]’s physician.  Claim payment has been requested in the amount of $365.69. Breakdown as...

follows: Total cost paid to Bookit: $1178.64 less $18.00 non refundable insurance premium = $1160.64 trip cost less $794.95 refunded amount from Bookit = $365.69 cancellation fee.       
 
Should Ms. [redacted] have any questions regarding her claim, we welcome her to contact her claims analyst, Tonya Dorsey, at 1-800-826-7791 extension 12105.
Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns.
Sincerely,
 
[redacted]
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. [redacted] has produced contradictory documentation that he has not explained. My complaint was for some reason forwarded to Wisconsin Revdex.com. I just submitted this to [redacted] and request closure or transfer of this complaint so that it posts to Revdex.com in Mr. [redacted]s area.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  It is obvious that Travel Guard has no intention of admitting that they have erred. Accepting money from a customer for coverage and claiming they fulfilled their obligations for giving the customer all information about her policy because they emailed it to the Tour Company and not their customer is reprehensible. It is obvious also that customer service is not a high priority, as I was treated rudely by the first call to the company, and another worker said it was her "job to enforce the 'fine print' "- even though I never saw the fine print until 4 months after the trip.My next act may well be through my attorney.Regards,
[redacted]

To Whom It May Concern:
This response is regarding the concerns raised by Ms. [redacted] regarding her claim. 
 
According to the claims records, Ms. [redacted] interrupted her trip due to the medical condition of a family member.  A letter from the treating physician was received with...

Ms. [redacted] claim documentation; however, the letter did not included a specific diagnosis and dates of treatment  which are required to rule out that the medical condition is a General Exclusion to the policy purchased.
 
We contacted Ms. [redacted] requesting the following information:
 
·           An attending physician’s statement indicating the specific diagnosis and date of diagnosis. (Please note, the medical note we received from the medical provider does not indicate this information.)
 
Ms. [redacted] contacted her claims analyst on 1/2/15 to advise she was unable to obtain the necessary information and requested the analyst contact the treating facility directly for the required medical information.   A medical records request was sent directly to the facility on 1/2/15 requesting the required medical information.
 
The analyst did not receive the requested information upon the follow up date; therefore, a second request to the facility was sent on 2/5/15. A follow up is set for 2/26/15 for this request.
 
Once we receive the required information from the treating physician/facility, we can continue to review the claim.  Should Ms. [redacted] have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, [redacted] at ###-###-#### extension [redacted].
 
Thank you for the opportunity to review and respond to Ms. [redacted]’ concerns.
Sincerely,
 
[redacted]
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Once again the respond from travel guard shown they don't pay any attention to this matter at all. The dates was provide on my previous email from "8/6 to 8/13".  and also there is no way to verify travel guard did investigate the call record, nor even they found the record will they telling the true. More communication with travel guard  more I feel this company's have no intention to satisfied their customer. I don't want to keep answering the same question again and again, it is wasting our time. There for please public the complain let the people know and avoid falling into the same trap as I. 
Regards,
[redacted]

I want to thank the company for giving me a chance to be heard and make the issue right  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
 
[redacted]

To Whom It May Concern:
This is in response to the concerns Mr. [redacted] has regarding his Trip Interruption claim.
As of today’s date, the only information we have received regarding Mr. [redacted]’s claim is the initial notification letter received on 7/21/14.
According to...

claim records, a claim was setup and claim forms were sent to Mr. [redacted] via email on 7/23/14 and again on 9/13/14. Since no documentation was received, the claim was closed until information is submitted on the file.
Mr. [redacted] contacted the claims dept via the Travel Guard website on 11/2/14 and 11/17/14. The analyst responded to Mr. [redacted]’s inquiries on 11/3/14 and 11/17/14 advising that we had not received any documentation regarding his trip interruption and included an additional copy of the claim form with the response.
We have attached another copy of the claim form to this response. Once we receive the required information from Mr. [redacted], we will be able review the claim.  Should Mr. [redacted] have any questions regarding the information needed to review his claim, we welcome him to contact his claims analyst, [redacted] at ###-###-#### extension [redacted].
Thank you for the opportunity to review and respond to Mr. [redacted]’s concerns.
Sincerely,
 
[redacted]
 
[redacted]

To whom it may concern:
This is in response to Mr. [redacted]'s concerns regarding his mother's recent claim.
Ms. [redacted]'s claim is under further review at this time and a claims adjuster will be in contact with Mr. [redacted] within the next few days.
Should Mr. [redacted] have any...

questions regarding the claim, we welcome him to contact the claims analyst, [redacted], at ###-###-#### extension [redacted].
Thank you for the opportunity to review and respond to Mr. [redacted]'s concerns.
Sincerely,
 
[redacted]
 
[redacted]

To whom it may concern:
 
This response is regarding the concerns raised by Mrs. [redacted] regarding her claim. 
 
According to the claim documentation, Mrs. [redacted]’ trip was cancelled due to a medical condition.  To determine coverage under the policy and to confirm if The...

[redacted]’ policy is eligible for the pre-existing medical condition waiver, we need to confirm whether Mr. [redacted] was medically able to travel at the time the policy was purchased.
 
Mrs. [redacted]’ policy states, In pertinent part:
 
Extra coverage
(when coverage is purchased with initial Trip deposit):
• Pre-Existing Medical Condition Exclusion Waiver if You purchase this coverage, and You are not disabled from travel at the time You pay the cost.
 
We have contacted Mr. [redacted]’ physician’s office via telephone and are awaiting a response; Once we receive the required physician’s statement confirming if the insured was medically able to travel when the insurance was purchased, we can continue to review the claim.  Should Mrs. [redacted] have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, Kim Grezenski, at ###-###-#### extension [redacted].
Thank you for the opportunity to review and respond to Mrs. [redacted]’ concerns.
Sincerely,
 
[redacted]
 
[redacted]