Travel Insured International, Inc.

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.

Complaint: 9992356
I am rejecting this response because we submitted the proper paper work for her.  My Dr. is the one who put a note to them stating it was a medical condition I on the other hand put the nervous condition due to my lack of knowledge in the health care.  As I stated earlier we are still under going the medical condition treatments.  They feel she was having what they call MVP.  I don't appreciate them belittling my daughters condition due to them not wanting to pay a claim.  The Dr's note we provided stated a Medical Condition period not anything different there fore there needs have been met and they need to provide us with the proper payment we requested.  
 
Sincerely,
Sean Kidwell
###-###-####

2 travelers were insured with a per
person trip cost of $814.14. There were 3 travelers on this trip. The 3
size="2">rd
traveler, a child was not insured. The second traveler cancelled their trip on
1/2/2016 and received a refund from the cruise line for the taxes paid in the
amount of $120.46. TII then reimbursed the 2nd traveler’s
cancellation penalties in full at 100% reimbursement for $693.68 on 2/16/2016.
Both travelers insured by TII had a $250.00 credit applied to their booking for
a discounted fare. The policy reimburses your prepaid, unused and nonrefundable
trip cost paid when prevented from taking your trip due to a covered reason. The
policy does not reimburse credits or discounts applied to a booking.
The 1st traveler also
submitted a cruise debarkation invoice showing all the charges traveler 1 and 3
incurred while on their trip aboard the cruise ship totaling $189.00 in service
fees. These expenses were for travelers 1 and 3 and were not prepaid
non-refundable expenses; therefore, are not refundable under the policy.

I had the most informative gentleman help me deside the best plan for me. He had many years with company And Lisa when I had to cancel my trip was. Very helpful They are truly customer friendly. A 5 star compsny

We apologize for the miss-communication and inconvenience. After additional clarification was received, we completed the claim review on 5/24/16.
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Complaint: [redacted]
I am rejecting this response because: I feel I was tricked as I paid around $130.00 worth of insurance........why would I insure myself for only $2.00 ? it is inserted in such a way , as not to be noticeable.......noticed only when I made a claim.......I want them to be accountable .
thank you
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  TravelInsured  failed to respond the the letter from my counsel with [redacted].  TravelInsured also failed to acknowledge that under the American Disability Act, policies are to be adjusted /changed when service animals are involved.  I requested their policy on service animals with no response.  
Please provide me with that information as I represent one of thousands of individuals that require air transportation with their canines.
Also, [redacted] does not offer choice of insurers.
This is my first experience flying with [redacted] and my first time purchasing travel insurance.  There is no customer support representative available from TravelInsured when purchasing the insurance.  It is not with malicious intent that I have filed this claim.  The critical illness that my canine experienced was unexpected.  My canine is my companion, my protector, and my family.  He is allowed in any establishment, and is always by my side.  
I have engaged numerous members of dog organizations that have contacted other travel insurance companies who confirmed that with a veterinarians statement of the canine's illness, which you have on file, the claim would be paid.  Your policy is discriminatory.
Sincerely,[redacted]

Complaint: 10060847
I am rejecting this response because:
 
Travel Insured has not addressed the very clear points outlined in my previous rebuttal. Yes, we understood that my Daughter in Law's pregnancy was confirmed After we booked our $14,000 trip BUT we did not understand (and neither did their Agent that sold us the Trip Interruption Policy) that the definition of being Pregnant was at Inception instead of how all of us learn about a pregnancy - when the Doctor tells you...Not looking back with hind site to when a person actually conceived.
 
Our point remains that Travel Insured's Agent (our booking travel agent) sold us their Policy, did not understand the exact terms (like us), and evidenced that confusion by the Agent's written complaint back to Travel Insured (we copied that complaint letter in our response). We, and the Agent selling us their Policy, did not understand the detailed Policy Term definitions. How can we be required to understand the Policy terms if their selling Agent did not?  
 
We were misled to believe that we had a full and virtually riskless travel interruption policy - as inclusive as a policy could be.  Turns out we did not. Travel Insured should bear the responsibility of having their Agents fully trained and knowledgeable about insurance products sold to us.  If not, they can unententionally mislead travelers.  Travel Insured's actions to date indicate a concerted effort to ignore our complaint about how the policy was sold to us, their responsibilty for that, and the unclear language regarding when one is told they are pregnant (an actionable event) vs. when, in hind site, one is told they actually conceived (an event Travelers do not have control of to govern their purchase of travel insurance). Travel Insured is responsible for the actions and selling practices of their Agents. They apparently value reduciing claims at any cost, over taking the responsibility that is clearly at their door and doing the right thing in honoring our claim. 
Sincerely,
 
[redacted]

The insured’s plan provides benefits for Trip...

Cancellation and Travel Delay for listed covered reasons. The airlines cancelling and/or changing the itinerary on a flight prior to the departure date is not a covered reason and benefits are not payable.  
The airline refusing to use the return portion of the itinerary is not a covered reason under any benefit in the policy; therefore, the new ticket the insured purchased to return home is not refundable.
 
The declination letter was mailed to the insured on 3/22/16. The claim was closed on 3/29/16.
Tell us why here...

The airlines canceling and/or changing a flight prior to the insured’s scheduled departure date is not a covered reason under the plan and therefore, benefits are not payable.
The insured’s plan has a fourteen day  look provision that gives her the right to cancel her plan and get a full refund of premium if a written request is given to us within 14 days from the effective date of insurance.  Since she did not request a cancellation within 14 days from 10/16/15, the effective date of insurance, she is not entitled to a premium refund.

mso-bidi-language: AR-SA;">We have paid this claim after reviewing
additional information the insured sent to us on 1/13/15.

AR-SA;">Our initial determination was based on the
information the insured entered on the applications for insurance.  Upon
further review it appears there was no intention to misrepresent and we have
given the insured the benefit of the doubt and paid the claim in full.

We spoke to [redacted] and
discussed the need for both policies.  He acknowledged his understanding
of...

the issue and asked for a premium refund.  The refund was processed
to his credit card on 1/13/16.

We appreciate the opportunity to review the file again.
Under the circumstances, although some of the expenses the insured is claiming
are not covered, we are willing to reimburse them....

The insured’s policy
provides reimbursement for the cost of the ticket or the reissue fee charged by
the airline if the travel supplier cancels the Covered Trip.
color: #1f497d;"> 
We have made the following additional payments:
 $1736.60 for the additional
airfare
$118.00 for transfers
 
The hotel costs of $160.38 are non-refundable under the policy.

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,
Martine Orr

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 received the insured’s documentation on 05/05/14. The claim was processed and payment in the amount of $386.00 was made on 05/08/14. This payment is for the penalty incurred minus the non refundable insurance premium.

Some of the documentation was overlooked in the review of the claim. We apologize for the delay in completing the review. Payments have been issued.

The insured’s policy
provides trip cancellation benefits if a sickness necessitates medical treatment at the
time of cancellation and results in...

medically imposed restrictions, as
certified by a Legally Qualified Physician, which prevents the insured’s
participation in the covered trip.
The date of
cancellation was 05/07/14.
According to
the attending physicians statement completed by [redacted], the insured was
treated on 05/08/14 for his sickness.
We are
contacting the treating physician to verify if there was treatment at the time
of cancellation. Upon receipt of this documentation, we will complete the claim
review.