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Description

Aon Affinity Berkely Travel: Travel Insurance;  Passenger Protection Plans;  Professional Liability, E and O Insurance for Travel Agents and Tour Operators; Errors and Omissions Insurance for Travel Agents and Tour Operators.

WedSafe and Private Event Insurance: Wedding Insurance; Event Insurance; Event Cancellation Insurance; Event Liability Insurance.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Berkely Group meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Berkely Group include:

  • Length of time business has been operating
  • Response to 117 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

117 complaints closed with BBB in last 3 years | 44 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 15
Billing/Collection Issues 5
Delivery Issues 3
Guarantee/Warranty Issues 14
Problems with Product/Service 80
Total Closed Complaints 117

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Berkely Group
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 4

Additional Information

BBB file opened: May 01, 1987 Business started: 01/01/1976 in PA Business incorporated 01/01/1976 in NY
Type of Entity

Corporation

Contact Information
Principal: Ms. Lisa Solomon, Vice President, Claims and Client Services
Business Category

INSURANCE SERVICES INSURANCE - TRAVEL INSURANCE-LIABILITY

Products & Services

Berkely Group sells the following brand(s): Aon Affinity Berkely Travel, Berkely, Private Event Insurance, WedSafe

Berkely Group offers the following product(s): Errors and Omissions Insurance for Travel Agents and Tour Operators, Event Insurance, Passenger Protection Plans, Private Event Insurance, Professional Liability Insurance for Travel Agents and Tour Operators, Travel Agents and Tour Operators Professional Liability E&O Insurance, Travel Insurance, Travel Insurance, Wedding Insurance, WedSafe Wedding Insurance

Alternate Business Names
Berkely Affinity Insurance Services AIS Affinity Insurance Agency Aon Affinity Berkely Agency Berkely Care Berkely Travel Private Event Insurance WedSafe

Customer Review Rating plus BBB Rating Summary

Berkely Group has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 300 Jericho Quadrangle

    Jericho, NY 11753

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/23/2016 Problems with Product/Service
8/19/2016 Problems with Product/Service
8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This summer I made reservations for a Caribbean cruise, paid in full for the cruise amount and paid for travel insurance with my Carnival cruise, all at the same time. I had recently found out I was pregnant. When the customer service rep for the cruise line asked if there were any special needs for my friends and myself and specifically listed pregnancy I said that I was. She asked if I wanted the travel insurance and specified that should I need medical assistance while on the ship or needed to be airlifted off the ship it would cover my trip. Buying the insurance was for possible use on the cruise, never did I think I would need reimbursement for missing the cruise. At a doctor visit I mentioned the cruise and before I even explained my question about it the doctor told me that travel was not an option. She had a secretary write on a form that travel was not advised. You see, I'm older and therefore at a higher risk. Because of other health issues and warnings, they feel it is not safe for me. Being higher risk I called to cancel my cruise because nothing is worth the health and safety of my growing baby. As required, I submitted a claim along with the documentation necessary, including a letter from my doctor stating they did not want me traveling. The paperwork was mailed and one week later I received a letter from AON, the insurance company. What I was shocked to hear is that my claim has been denied. Everything AON asked for I submitted, yet after one week I got a letter stating pregnancy is no excuse. I called and spoke to a customer service representative and she said that pregnancy is not a reason to miss a cruise unless I was in the hospital. The thing is...I paid for the insurance the same day I paid for the entire cruise cost. It was all done at one time. My claim is incredibly legitimate and there are doctor notes and forms to prove it. It deeply concerns and upsets me that this company seems to value money over the life of a baby, my baby. I paid for the insurance in the event of medical complications and now I'm following doctor orders. How can a company one- feel that they are in the right to deny my claim and two- be willing to cause more stress in an already stressful situation. Perhaps it doesn't matter to them, but I've lost hundreds of dollars that I really need right now for medical bills. As one of their customer service reps told me that the policy only reimburses for hospital stays, I find that is a harsh punishment and actually is discriminates against pregnant women. Shouldn't pregnant women be given more consideration given what their bodies are creating? I was told children would not be possible for me and all of a sudden it is. I have no choice but to follow doctor orders. This week I had a visit with my specialist and one of the forms asks about travel outside of the US because the CDC doesn't want pregnant women traveling. At the time of making reservations I had just learned about my pregnancy and wasn't aware of the dangers in traveling. My belief is that I paid for the travel insurance and have a legitimate claim against that policy. For my claim to be denied is for AON to value money over life. Please help me to resolve this-I can't afford to lose so much money. Thank you very much. Sincerely, **** ********

Desired Settlement: My desired outcome is a refund in the amount I paid for the cruise. The cost of the cruise itself was $815. I did receive about $170 back from the cruise line, therefore a refund of $645 is what I feel I am owed.

Business Response:

We have reviewed *** ********’s complaint and we are responding accordingly. *** ******** cancelled her scheduled cruise and submitted a claim to our office indicating her reason for cancellation was that she found out she was pregnant and her doctor did not want her to travel.  She further indicates that her pregnancy was at a higher risk due to maternal age.

 

Please understand that the plan *** ******** purchased does contain coverage for a trip cancellation due to a number of both medical and non-medical reasons specified in the plan.  More particularly, to plan allows for a cancellation due to a sickness, injury or death of a plan participant, traveling companion or immediate family member.   From the information *** ******** submitted, her cancellation was not related to a sickness, injury or death but rather to her discovery of her pregnancy.   As this is not a sickness, we were unable to consider her request for reimbursement on such basis.

 

Please note that, following our original determination, we were in contact with *** ******** who disputed our denial of her claim, stating that as her pregnancy was considered high risk, she should be eligible for payment.    

 

However, please understand that the plan contains a specific exclusion to the eligibility for a cash reimbursement regarding a cancelation as a result of a pregnancy.   More particularly, the plan states:

 

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 related to: elective abortion; use of alcohol or drugs other than as prescribed by a doctor; psychological disorders (unless hospitalization is required) or pregnancy (unless hospitalization is required);

 

However, we did agree to obtain *** ********’s medical records to determine if she did indeed meet the plan qualifications for a cancellation.   We have now received these records and can confirm that there was no sickness for which *** ******** cancelled her trip.  Further, based on the medical documentation, there was no issue with her pregnancy which required her hospitalization.  

 

While we can certainly appreciate the decision made by *** ******** and her physician to cancel the trip, a cancellation due to the concern for a potential medical issue is not covered under the plan and does not make one eligible for a cash reimbursement.  

 

As such, we must reaffirm our original determination and no cash payment shall be forthcoming.  Please allow us to advise that upon the denial of her request for a cash reimbursement, the cruise line did provide *** ******** with a future cruise certificate for a future cruise.  In order to make use of such credit, *** ******** should feel free to contact the cruise line directly.

 

We trust we have provided sufficient information regarding this matter.   Should you have any additional questions, please feel free to contact our office.


7/28/2016 Problems with Product/Service
7/26/2016 Problems with Product/Service
7/19/2016 Problems with Product/Service
7/19/2016 Delivery Issues
7/19/2016 Guarantee/Warranty Issues
7/18/2016 Problems with Product/Service
7/13/2016 Guarantee/Warranty Issues
7/13/2016 Problems with Product/Service
7/11/2016 Advertising/Sales Issues
7/1/2016 Problems with Product/Service
6/15/2016 Problems with Product/Service
6/13/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Mom *** and I bought this insurance plan to cover cruise cancellation and sickness, I (******) did not feel like to go after not feeling well and other personal reasons. My mom went, she talked to an agent and emailed the forms to AON stating the same reason on May ***, finally get US mail stating need physician's statement (we mentioned on the form, there is no doctor's visit, we are not claiming sick related refund at all).

Desired Settlement: Get my refund in a timing matter.

Business Response:

We have reviewed *** *****’s complaint and we are responding accordingly. *** ***** submitted a claim form to our office advising of the cancellation his planned cruise due to a personal reason – noting that he did not feel well and needed rest.   Though he provided no medical documentation regarding an illness and treatment for such illness, as he seemed to indicate that his reason for cancellation was medical, we sent a letter to *** ***** on May **, 2016 requesting he submit a completed Attending Physician Statement from his treating doctor as is required under the plan.   *** ***** did not submit any further documentation prior to receipt of this complaint.

 

We understand from the complaint that *** ***** states the reason for his cancellation is not medical in nature.   Rather, he indicates his cancellation was due to “personal reasons”.   The plan *** ***** purchased does contain coverage for a trip cancellation due to a number of both medical and non-medical reasons specified in the plan.  However, a cancellation due to “personal reasons” is not among the specified reasons contained in the plan.   As such, we are unable to consider his request for reimbursement and we are currently sending correspondence to *** ***** advising of the denial of his claim.  Please note that though *** ***** is not eligible for a cash reimbursement, as he did purchase the plan, the cruise line will be providing *** ***** with a future cruise credit which he may use on a future trip.   To learn of the terms of the credits, and make use of them, *** ***** is directed to contact the cruise line directly.

 

We trust we have provided sufficient information regarding the claim submission and the current claim determination.   Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

****** *****



 

5/26/2016 Delivery Issues
5/23/2016 Problems with Product/Service
5/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was traveling to Boston and I bought travel insurance coverage from *** ******** through Expedia since I do not have any other insurance coverage. I went to the ER for an eye problem ( ******* ****) and the offered me treatment since the issue cant wait and may cause vision loss. *** ******** is refusing to cover my treatment. In addition, I don’t have any money nor any source of income. I purchased the insurance coverage because I knew that I could not afford any emergencies. Mass Eye and ear department (patient number *********) MGH emergency department (patient number ******) *** ******** Insurance (claim number *******)

Desired Settlement: *** ******** should cover the cost of treatments at the hospitals since it was an emergency ( and the reason for buying the policy was to cover any emergencies)

Business Response:

We have reviewed *** ******* complaint and we are responding accordingly.  In his complaint *** ***** advises that he submitted his claim for medical expenses to our office pursuant to the Medical Expense Benefit contained in the Total Protection Plan (“Plan”) that he purchased for his trip in December and January and to date has not received payment. 

 

Please understand that such Medical Expense benefits are excess to any primary and supplemental medical coverage the insured may have at the time of such loss.   Further, as this is a reimbursement policy, we must confirm the amounts outstanding for the care received.  

 

I am pleased to advise that we have received the information needed to finalize *** ******* claim and payment is presently being sent to *** ***** in the amount of $1,871.75 for the emergency medical care he received in December and for which he submitted receipts to our office for reimbursement.  An additional charge noted on *** ******* claim form in the amount of $526.00 requires a copy of the bill received.   Under separate cover we have requested a copy of this from *** ***** and will further review this item once it is submitted.  

 

We trust that this information responds to the concerns raised in *** ******* complaint.  Should you have any further questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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:

[the hospital is still sending invoices and I don't have the final amount of how much I need to pay them. and they have transferred the case to a collection agency.  ]

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last year we booked a cruise through Carnival and at the same time purchased travel protection offered to us through Aon Affinity located in NY. On February **, 2016 we began our cruise and on February **, 2016 we had to interrupt our cruise while in Key West, Florida. Linwood has severe sleep apnea and sleeps every night with a c-pap machine. Without this machine he quits breathing numerous times throughout the night. On the night of the **** his machine stopped working. He was up all night. He did not sleep at all. The next day we went down to the infirmary to see what they could do. The closest company where we could replace or repair the machine was Miami. After being evaluated by the ship’s physician Linwood was found not to be fit to sail. We had 25 minutes to pack our personal belongings and debark the ship. We incurred a night’s hotel room as there were no flights available out of Key West that day plus additional air fare. I have numerous statements from Carnival stating that this was a medical problem and the ship chose for the guests to leave. Both carnival and the insurance company have declined reimbursement responsibility for this encounter. The insurance company says they do not cover mechanical problems, but we consider this an emergency problem as it could have been a life threatening problem. We feel we were treated unfairly. Not only did we miss our cruise but we incurred many additional costs.

Desired Settlement: Refund or replacement .

Business Response:

We are in receipt of the complaint filed by *** ****** and are responding accordingly.   *** *** ***. ****** began their cruise vacation but disembarked from the sailing the following day.  They submitted a claim to our office seeking reimbursement of their Trip Interruption benefits.  However, from the information received, it indicated that *** ******, who uses a C-Pap machine while sleeping, discovered that his machine was not functioning and the couple decided to disembark due to such mechanical issue.   Please understand that a mechanical issue with the machine alone would not be a specified reason for interruption under the plan and as such we were unable to consider the couple’s request for reimbursement.

 

However, based on the clarification provided in *** ******’ complaint, as well as additional medical information regarding the circumstances surrounding the decision to end their participation on the cruise early, we were able to re-review the claim.  More particularly, we have affirmed that due to the mechanical issue with *** ******’ C-Pap machine, he experienced an exacerbation of the underlying medical condition which requires the use of this machine.   That exacerbation was confirmed by the ship’s physician who in fact recommended the ******’ disembark the cruise at the first port of call as a result of *** ******’ medical condition.

 

I am pleased to advise based on the additional information reviewed, we have been able to reverse our original determination on the ******’ claim.   Accordingly, on April *, 2016 we sent payment to the ******es in the amount of $770.85 per person for their missed cruise portion and the additional transportation expenses for their early return.  However, additional charges incurred for a hotel stay before their return flight was not eligible for reimbursement under the terms of the plan.

 

As this claim is now settled we trust this will conclude this matter.   Should you have any additional questions, please feel free to contact our office.


4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I booked a cruise approximately 11/2015 and cruise insurance was offered. The representative stated that the cruise could be cancelled for any reason and a full refund would be given. I purchased the cruise insurance. At no time during the conversation with the representative was I advised that a 75% credit for a future cruise would be given for certain situations. I was told by the representative that a refund would be given for any reason if we cancelled. My wife and I had to cancel the cruise due to the death of a very close friend and his family who where also scheduled to go on the cruise with us. I filed a claim with Aon Affinity for a refund and Aon Affinity is denying the claim. As previously stated, the representative that sold me the insurance stated that the cruise could be cancelled for any reason. Again, at no time was I advised of any stipulations or certain situations that qualify for refund. I was told I would get a refund if I had to cancel the cruise for any reason.

Desired Settlement: A full cash refund for the cruise in the amount of $1337.12

Business Response:

We have reviewed *** *******’s complaint and we are responding accordingly.  Please note that the plan *** and **** ******* purchased contains a listing of specified reasons of the participant, their immediate family member or traveling companion, which would make one eligible for reimbursement under the Trip Cancellation waiver.   The plan contains definitions of Immediate Family Member and Traveling Companion to further detail the eligibility requirements.  

 

From the information the ******** submitted, they cancelled due to the death of their friend’s parent.   They indicated that these friends were scheduled to sail on this same cruise however, they did not meet the plan requirements of a Traveling Companion and therefore, we were not able to consider the death of a friend’s family member as a specified reason for the ********’ cancellation.

 

While the denial of the ********’ claim was appropriate in keeping with the plan language, we have agreed, solely as a business consideration, to provide the ******** with the requested cash reimbursement in the amount of $669.00 per person.  Please note that with this reimbursement, the future cruise credits previously provided to the ******** by the cruise line have been voided

 

We trust we have responded to the concerns raised in *** *******’s complaint.  Should you have any further questions, please feel free to contact us.  


4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was forced to cancel my trip slated for the first two weeks of December 2015 when I lost my job of six years on November * 2015. Within days I submitted my claim for travel insurance due to job loss. After a month of not hearing anything, I emailed them asking when I could expect to hear something. They suddenly said they needed further information regarding my length of employment, something only my Canadian record of employment could provide. I had to wait until my severance pay was expired before my record of employment would be electronically filed and allow me to retrieve it to send it to them. When I was able to do that in the second week of February 2016, I wound up waiting until March * 2016 to receive an email from them that they were mailing a check to me within the next day or two. To date, I have not received any such check in the mail, now almost 5 weeks since it was supposedly sent off. When I emailed them about it earlier in the week, all they said was they would put a stop payment on the first check and send off another one. I have no proof or documentation that the first check was ever sent off and why is it not being sent off by registered mail so I have to sign for it (as I've done with my auto insurance check) and be able to have the post office trace it? It is now going on to five months since my claim was originally filed with no resolution to the matter, just the old adage "the check is in the mail"...

Desired Settlement: Have a check sent to me by registered mail and ENSURE it reaches me!

Business Response:

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 **, 2016 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 **, 2016 wherein he emailed our office to inquire as to the status of his payment.   We responded back on March **, 2016 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 *, 2016.

 

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.


Consumer Response: Better Business Bureau:

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.  After issues with my address, the check arrived by ***** this morning (04/**/16).

Sincerely,
***** ****



 

3/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am reporting a bad business practice by an airline insurance co. I purchased a ticket for American airlines flight #*********** *or flight date Oct ** 2015. I was told if i purchase insurance if I am ill I would be reimbursed for cost of ticket. the date of my flight i became ill and reported to the airline and was not able to take flight. I recovered quickly and went back to airline and caught another flight. I called the ins co while on vacation and was told they would send me a claim form. 2 weeks went by and i did not receive claim form so I called t hem back and still did not receive claim form after a few days. so I called t hem a 3rd time and asked for a Mgr and finally they sent me a claim form dated Nov *. (see attached email)It was only then I was told I needed to see a licensed physician to sign the claim form that I had been seen and that I was sick, and that I would agree to release all my medical records to them so they can determine if I am elidgable for a refund. by this time it is already 3 weeks after my flight. I did go to a doctor but he refused to sign the form stating he was not there. so now I spent another $100 to see a doctor trying to comply with their requirements to get my refund. This is obviously a scam by the ins co. to receive premiums but not to pay out claims as they don't tell you you must see a doctor if you're sick and can't make your flight. then dragging their feet getting the claim form out to me taking 2 weeks to send it out. I am asking for the refund of $248 plus the $100 I had to pay Doctor to try to comply with their requirements of the claim form of which the Doctor refused to sign.

Desired Settlement: I am asking for the refund of $248 plus the $100 I had to pay Doctor to try to comply with their requirements of the claim form of which the Doctor refused to sign.

Business Response:

We have reviewed *** ******’s complaint and are responding accordingly.

Please note that *** ****** states he canceled his scheduled flight due to his own medical condition.  The plan *** ****** purchased does provide a cancellation due to a Sickness.   However, in order to qualify for reimbursement, the reason for cancellation must meet the plan requirements.   These requirements are as follows:

The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.

*** ****** contacted our office on October **, 2015, to advise that he was unable to take his scheduled flight on October **, 2015, due to his own medical condition and he wished to initiate a claim for the losses associated with the cancelation or change of this ticket.   Contrary to *** ******’s assertion that he was not advised at the time he initiated his claim that he would need to provide verification of the examination and treatment he received at the time of his cancellation, in fact this information was relayed to *** ****** during said conversation.   

More particularly, a review of this conversation confirmed that our representative advised *** ****** that the claim form contained a section that would need to be completed by his treating physician.   *** ****** expressed his displeasure at this requirement as he advised it would cost him $100 to have his doctor complete the claim form. Our representative relayed her understanding of his concerns but reiterated that this was a plan requirement. 

Further, please note that the plan requirements, including the requirement of an examination and treatment at the time of a trip cancellation, are noted in the plan’s description of coverage.  This description of coverage was provided to *** ****** prior to his purchase of the plan, with a link to an additional copy provided on the confirmation of his purchase.   As such, *** ****** had ample notice of the plan requirements regarding a Trip Cancellation claim for a medical illness.

With respect to *** ******’s assertion that he was not sent a claim form for a number of weeks after initiating his claim, please note that a claim form was sent to *** ****** via email, at ***************, concurrent with the claim initiation, at 5:17pm on October **, 2015.   *** ****** then contacted our office again on November *, 2015 regarding receipt of the claim form and a second copy of the claim form was emailed to the same address at 12:07pm on November *, 2015.  Within minutes of the sending of this second claim form, *** ****** again called our office and he again requested the claim form be emailed.   A third copy of the claim form was then emailed to *** ****** at the same address at 3:19pm that same afternoon.

Accordingly, every effort was made to provide *** ****** with a claim form for his completion.   Though *** ****** has not yet submitted a completed claim form, based on the information he included in his complaint, he affirmed that he in fact did not see a physician at the time of his cancellation.   As *** ****** does not meet the plan requirements indicated above, we are unable to consider his request for reimbursement and must decline coverage at this time and will notify him of this decision under separate cover.

While we certainly understand *** ******’s disappointment in the claims process, please understand that we must consider each claim under the terms and conditions of the Plan purchased.

We trust that we have responded to the issues raised in *** ******’s complaint.  Should you have any additional questions, please feel free to contact our office.


Consumer Response: Better Business Bureau:

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:

first the ins co did in fact not send me a claim form the first 2 times I asked, thereBy lessening their requirements to have to pay a claim. I had to call 3 times to get the form. (why would I keep calling back if I had the claim form) which by the way is another obvious deterent to the claimant to not file a claim. WHY ISNT THE CLAIM FORM ON THE WEBSITE FOR EVERYONE TO SEE YOUR MISLEADING ADVERTISING..?

by being required to go see a doctor is obviously a deterrent for anyone to not file a claim, which is after all obviously  the desire of the ins co to not pay any claims which

increases their profits, so obviously a rip off. why should I have to go see a doctor and pay $100 for a 250 claim and waste my time and money. It's not reasonable for a person to go to a

doctor every time they feel naseaus or sick to their stomach. what about the rights of us who do not believe in this pathetic alopathic medical system and do no go to doctors. It's obvious by my not taking the flight I was ill, or else why wouldnt a person take the flight. 

   this is just another immoral and shady insurance company ripping off the public by underhanded and misleading advertising to sell their Policies to uninformed buyers as they make

it very difficult if not impossible to find the tiny small print requirements of going to a doctor.

  so my plan from here is to file a complaint with the state of ohio attorney generals offc and state insurance board. and to post all over social media what a rip off this ins co is and

put on al the websites such as rip off report....**** etc... this ins co just makes up rules to their advantage to make it impossible for people to file a claim. I will also consider suing them in small claims court at this time.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***** ******




 

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a plane ticket for my sister ****** ******* that resides in Mexico City in November 2015. My name is ****** ************** and I live in Tucson, AZ. I always make sure I buy the Travel Protection Plan along with it for $ 42.00. My sister is 73 years of age and she could not travel on December **, 2015 because she was very sick with ***** **********. I cancelled the plane ticket and I called several times *** ******** to send me the paperwork to submit the claim for refund. My sister lives in a rural community in the outskirts of Mexico City. The doctor provided my sister with her official letterhead stating her diagnosis and the impossibility for my sister to travel in those conditions. The Claim Number is ********** and the Reference # is ******* for $660.00 (cost of the plane ticket). The doctor in Mexico City (State of Mexico) does not speak English and she considered that her official letterhead, with all her contact information, was enough to fulfill the demands of Aon Insurance Co. Those documents were translated by a Notary Public in the United States and officially notarized. It's been more than three months that I sent all the paperwork and Aon Infinity has not processed the claim. I spent hours trying to contact them and the phone always states that the agents are busy with other customers. When I have been able to contact them they come up with different excuses to deny the claim. Today, I was able to contact an agent and they told me that they need their "official form" fill out by the doctor in English. I was never contacted before about this issue. They have been silent for three months. I am the one always seeking them for clarification. Thanks in advance for your help on this matter.

Desired Settlement: Refund of the cost of the plane ticket for the amount of $ 660.00 Claim # **********, Reference Number ******* ****** ******* Claims Department *** ******** *** ******* ********** ******* ** *****

Business Response:

We have reviewed *** **************’ complaint regarding her sister’s claim for Trip Cancellation benefits.   Please note that *** **************’ sister, ****** *******, was booked to travel on December *, 2015 but cancelled several days prior to departure due to her own medical condition.   A claim was initiated for *** ******* and a claim form was sent to her for completion.   As a part of this claim form, there is an Attending Physician Statement that is to be completed in full by the treating physician.   When the claim form was originally returned it did not include a completed Attending Physician Statement.  Rather, a letter was submitted which provided only partial medical information regarding *** *******’ reason for cancellation.   As the balance of the information was needed to enable us to review the claim, we did send correspondence to *** ******* to request the Attending Physician Statement be completed and returned.

Prior to receipt of this complaint, *** ************** contacted our office on her sister’s behalf to discuss the matter, explaining the language barrier with her sister’s physician and the documentation previously submitted as verification of the medical condition and treatment of *** *******.   I am pleased to advise that, after further review, we did agree to honor the claim despite not receiving the full response requested.   Accordingly, payment was provided to *** ******* on March *, 2016 in the amount of $660.15, representing the full airline ticket cost.

As this claim has now been settled we trust this will conclude this matter.   Should you have any additional questions, please feel free to contact our office.


2/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased tickets to fly out to California where my sister was in Coma and on life support. Unaware she had passed 2 hours prior I purchased them with flight insurance. I purchased the tickets for my mom and brother who live in NY. *** ******** * ******* refused my claim because she passed prior to the purchase of the tickets. I tried to explain there was a (2) hour difference, that we lived on opposite coasts, and the activity (death & purchase) happened very late in the evening. They will not consider my request for a 2nd evaluation. Dealing with Sisters Death, and being out the $4000 for the two tickets is a lot to take and for Aon to be so inconsiderate. Thank you *****

Desired Settlement: I wish to recover the money for the tickets since that was the reason for purchasing the insurance

Business Response:

We have reviewed *** ******** complaint and we are responding accordingly.  Please note that *** ****** provided information in her complaint not previously provided to our office.   Based on this new information, we have agreed to make a business consideration and provide reimbursement to the insureds.

Please note that the plan *** ****** purchased on behalf of her mother and brother contains a listing of specified reasons making one eligible for coverage under the Trip Cancellation benefit.   However, the plan requires that the reason for cancellation occur after the effective date of coverage.

Important: The covered reason for cancellation or interruption of your Covered Trip must occur after your effective date of coverage.

Based on the information originally received, the effective date of coverage for the booking in question was 12/**/15.  However, the date of death of *** ******** sister was the day prior, 12/**/15.   As such, the reason for the cancellation, the death of *** ******** sister, was not a covered reason under the Plan, as per the above requirement.  

However, upon receipt of the additional information *** ****** included with her complaint, in particular the timeline of events, we do now understand the particulars of this situation.   While the protection plan was indeed purchased after *** ******** sister’s death, we have agreed to honor the claim and provide the requested reimbursement to the insureds.   Accordingly, payment to *** ******* and **** *******, in the amount of $1922.20 per person, will be forthcoming.

We trust we have responded to the concerns raised in *** ******** complaint.  Should you have any further questions, please feel free to contact us.  


Consumer Response: Better Business Bureau:

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,

***** ******


 

2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son booked a plane ticket on Air Choice One out of St. Louis, MO, through Expedia. Chose the cancellation plan along with his flight because of the oncoming weather and that the event may be cancelled. Which is what happen. He called to cancel his flight and they told him because of the weather has cancelled the reason he would get his money back but had to call *** - The Insurance carrier. When he called *** they stated you could only get your money back if it was a death or sickness and a doctor slip to prove it. I believe that their false advertising as a Cancellation Plan should be changed to reflect you either die or deathly ill cancellation plan. It is funny that the Amtrak travel cancellation plan gave him a full refund, but he did not get anything from his cancellation of the plane ticket. I think this ticket price should be reimbursed of $101.70, but not the $19.00 for the travel protection plan. I feel that they are falsely labeling it as a cancellation plan with MANY RESTRICTIONS!

Desired Settlement: Either refund my son his money, which was ******* ********, Claim Number **********.

Business Response:

We have reviewed *** **************** complaint on behalf of her son, *******, and we are responding accordingly.  In her complaint, *** ************** advises that her son, *******, cancelled his travel plans to Chicago because the event he was to attend there was cancelled, as per the documentation submitted.  

Unfortunately, *** ********** reason for cancellation is not one covered under the plan.   Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan.  

The following are the specified, non-medical reasons for cancellation which would make one eligible for reimbursement under the plan:

Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy:

(a) being directly involved in a documented traffic accident while en route to departure;

(b) being hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer;

(c) having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster;

(d) Your involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your control. You must have been continuously employed with the same employer for 1 year prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self-employed persons.

However, the cancellation of an event, such as the rally *** ******** was to attend, and for which he scheduled the trip, is not one of these specified reasons.   As such, we are unable to consider this request for reimbursement on such basis.

Please note that the plan in its entirety is provided prior to purchase for review.  Further, the confirmation provided following the purchase contained a link to the plan, including the specified reasons for cancellation as well as the contact information for our office for any questions regarding the plan.

While we understand *** ************** and *** ********** disappointment at the outcome of this request for reimbursement, we hope this has provided further clarification of the claim determination made and understanding that each request must be considered in accordance with the terms and conditions of the plan purchased.  


Consumer Response: Better Business Bureau:

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:

[Then they need to change the title of the cancellation plan - it should be a termination plan.  I have used cancellation plans from Am track, Southwestern, etc.  Not please and warn people in the St. Louis area about the policy.  ]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ****** ********



 

2/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a travel insurance policy from Aon Affinity (agent for Transamerica Casualty Insurance Co) for a cruise I was taking with Crystal Cruises in Mar-Apr 2016. I was booked to fly to Shanghai, China on 3/30/2016 and the cruise was to start on 3/31/2016 from Shanghai. On 11/04/2015 I cancelled my reservation for the cruise because I realized that I would not be able to get the required visa for China. My Passport does not expire until January 2017, but I have NO BLANK PAGES in it for the China visa -- only SPACES on 8 PAGES for rubber stamps. I cannot RENEW my Passport because it would invalidate my visa for Russia, which I already have in my Passport for a trip in May 2016. The Russian visa is good until June 2016. After my trip to Russia in May 2016, I will then renew my Passport. I cancelled my reservation 4 MONTHS and 26 DAYS before the cruise was to begin. I paid $1039.00 for the travel insurance policy. The Policy is No. MZ0911122H0004A with Transamerica Casualty Insurance Company. Aon Affinity will not refund ANY of the $1039.00. I paid for the travel insurance policy. The agent that I booked my cruise with says that a refund will be given ONLY if the policy is cancelled within 10 days!!! That is absolutely OUTRAGEOUS and UNFAIR!!! Who is going to purchase a travel insurance policy and then cancel it within 10 days?? I feel that I should be refunded the total amount of $1039.00 as I canceled my policy almost 5 MONTHS before the cruise. I am being cheated out of $1039.00!!!

Desired Settlement: I would like a refund of the TOTAL AMOUNT I paid for the travel insurance policy of $1039.00.

Business Response: We have reviewed *** ***** complaint regarding her request for a refund of the protection plan fees, in the amount of $1039, which she paid in conjunction with her scheduled Crystal Cruise in March and April 2016. Please note that the plan *** *** purchased is non-refundable after the initial 10 Day Right to Examine period. As *** *** purchased this plan on April **, 2014, approximately one and a half years before she cancelled the trip, she was well outside this 10-day period to cancel the coverage. Accordingly, *** *** is not eligible for a reimbursement of the plan fees paid for this coverage. However, as a courtesy, we did contact the travel supplier to determine the state of the booking and any penalties assessed thereon. We did confirm that there were penalties assessed on *** ***** booking in the amount of $400. Taking into account the risk which the carrier has held since April **, 2014, and while we are comfortable with our determination on *** ***** request, we have, solely as a business consideration in this particular instance, agreed to make an exception and authorize a partial refund of the plan fees. We have agreed to provide a refund of the plan fees less the exposure to the carrier at the time of cancellation – namely the $400 penalty assessed on the booking. Accordingly, we did agree to provide *** *** with a reimbursement in the amount of $639. Please understand that, though *** *** is not eligible for such refund, it is being provided solely as a consideration. We did reach out to *** *** and advise her of our decision and she indicated that she was pleased with the outcome. The refund will be forthcoming to *** *** from the travel supplier in the same manner that the payment was received. We trust this concludes the matter. Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

******* ***



 

Business Response: We have reviewed *** ***** additional comments regarding the premium refund she had requested. As previously advised a premium refund in the amount of $639.00 was agreed to and was being provided by the tour operator directly. In *** ***** communication of January **, 2016, she advised she received confirmation of only a portion of such refund, in the amount of $440.00, having been provided. Please be advised that we did reach out to the tour operator to confirm the refund provided. We have been advised that two separate refunds were processed for *** *** on January *, 2016, both back to their original forms of payment. More particularly, one refund in the amount of $440.00, was provided to *** *** to her credit card ending in 0020, and a second refund, in the amount of $199.00, was provided to *** *** to her credit card ending in ****. As these two refunds equal the agreed upon refund of $639.00 we trust this matter is now concluded. Should you have any further questions, please feel free to contact our office.

Consumer Response:

Better Business Bureau:

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. 

My ********** *nding in **** was cancelled August **, 2015 because of fraudulent activity.  I called ********** to ask them if the credit of $440.00 to that OLD account would be put on my NEW account ending in ****.  Mickala said that it was put on my NEW account and would show up on my next month's statement.

The $199.00 refund was credited to my **** Credit Card ending in ****.  The $440.00 and $199.00 total $639.00 which is what I should have refunded to me.  So, it looks like the matter has been resolved.

Sincerely,

******* ***



 


2/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my mother in law a plane ticket. I did buy trip insurance as I do with all my flights. When she got down to Augusta, GA she had to have knee surgery. She wasn't able to make her return flight so I filed a claim using the insurance. This is my reference number **********?. I was first told that my claim was denied as I didn't have a return flight. I said ok well I have a return flight for her that I paid for. I sent them the information January **,2016. I called yesterday Feb *,2016 and was told oh I'll make a note for the adjuster and they will review it quickly. I called today wasn't told anything. Their still reviewing it. I just was a check to me ***** *******. My mother in laws name is ***** ****.

Desired Settlement: I just want a refund of my trip. I've told them I paid for it not her. We book her the flight to see her grandkid. I would like the check sent to ***** ******* *** ******** *** ********** ** *****

Consumer Response: Better Business Bureau:

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,

***** *******



 

1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased travel insurance over a holiday flight. Was forced to cancel due to job relocation during holiday. Aon did not cover.

Desired Settlement: I would like the base price of the ticket.

Business Response:

We have reviewed *** *********’s complaint and we are responding accordingly.  In her complaint, *** ********* advised that she cancelled her scheduled trip due to her temporary job relocation. 

Unfortunately, *** *********’s reason for cancellation is not one covered under the plan.   Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan.   However, a job relocation is not a specified reason in the plan.   As such, we are unable to consider *** *********’s request for reimbursement.

Please note that the plan in its entirety, including the full listing of all specified reasons making one eligible for reimbursement is provided to the traveler prior to and concurrent with the purchase.  

While we understand *** *********’s disappointment in the outcome of her request for reimbursement.   We hope this has provided further clarification of the claim determination and understanding that we must review each request in accordance with the terms and conditions of the plan purchased.  

Consumer Response: Better Business Bureau:

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,

********* *********


  P.S. I do strongly recommend putting the author of the reply through a remedial computer course, seeing that there is a repeated mistake of an "s" where there should be an "r", as in "Ms" instead of the appropriate "Mr". Seeing that there is an inability to read, I hope this same negligence isn't present with other clients.

1/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: It is difficult to get a man to understand something, when his salary depends upon his not understanding it. I called 10+ times over several month only to be given an epic run-around! I assumed Aon would act In Good Faith. The fact I am typing these words proves that an event (ie: when I purchased my ticket), 64+ days ago, which only lasted 15 minutes is directly interrupting my schedule TODAY (and causing my schedule to be SIGNIFICANTLY ALTERED). Imagine, say, if one had an event that lasted 32+ TIMES longer than 15min!! AND the event wasn't 64+ days ago...but 22 days ago! Now call that event “jury duty”. Apparently, 22 days ago CAN NOT interfere with my schedule! Wow, thats quite a statement Aon! 64+ days isn't too long to significantly impact my schedule...yet in the same breath "22-days" is SOMEHOW SUFFICIENT REASON TO REJECT MY CLAIM ENTIRELY!! Are you joking? Regardless, your opinion IS NOT A FACT...it's by definition Aon’s OPINION. Aon’s opinion…is also simply flat out WRONG; because my schedule was impacted - THATS a fact! Aon says, “According to the court letter you submitted, you were to appear for duty on 10/**/15 which would not interfere with your scheduled travel dates. Therefore, we are unable to honor your claim.” What factual information directly supports this preposterous assumption that my schedule was not impacted? Please be specific and I expect the same degree of evidence I was required to give you. I'm immune to events from 22 days ago, because you say so? Are you my business partner? Do I need to GoPro 22-day long video to prove I was busy and that a single day impacts my schedule later on in the month? If I do, why don’t you need any evidence to state I wasn’t busy and my schedule couldn't be impacted? I can’t call Aon today..because Aon isn’t open on 12/** (holiday). Even 365 days from now, you will still not be open. Aon operates on a schedule. I operate on a schedule. A single day impacts my schedule and does so significantly as is the case with Jury Duty here. This isn’t a crazy concept which takes a huge cognitive leap to understand - the past impacts the future. Why does this need to be a point at all, let alone hammered and argued over, if you’re acting In Good Faith? -being directly involved in a documented traffic accident while en route to departure; - being hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer; -having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster; -Your involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your control. You must have been continuously employed with the same employer for 1 year prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self-employed persons. I mean, the list goes on and on of the problems I've experience with Aon. For instance, Aon is REQUIRED to state each and every rule IN THE CONTRACT. I repeatedly called and asked for clarification on this "22-days special time frame", to no avail. There is no magical day be it 3, 18, or 22 that jury duty is suddenly invalid...if there was like in the case of Car Crashes (which need to be the same day as departure) it NEEDS to be CLEARLY stated in the contract next to Jury Duty. Ergo, the CONTRACT STATES JURY DUTY IS 100% A COVERED EVENT. AND I AM UNMISTAKABLY INSIDE THE COVERED TIME FRAME. If I'm not refunded my own money back I would’ve preferred being robbed in an alley because at least I wouldn’t lose time as well! Thank you

Desired Settlement: Refund through the same payment processor I paid

Business Response:

We have reviewed *** ********’s complaint and we are responding accordingly.  In his complaint, *** ******** advises that he disagrees with our determination on his claim.   Please note that we have again reviewed *** ********’s claim and have confirmed it was adjudicated correctly. 

Please allow me to clarify that *** ********’s reason for cancellation was due to his work schedule and his inability to take the time off work that he had originally planned for this trip of 11/**/15 through 11/**/15.   While we understand that *** ******** served jury duty on 10/**/15, several weeks before his travel dates, this jury service did not prevent him from making this trip, as is required under the plan.  Rather, the impact to his work schedule following the day of such jury service made *** ******** determine that he was unable to take the additional time off from work scheduled for this trip and subsequently cancelled this trip on the day of departure, 11/**/15.  

While we certainly appreciate *** ********’s decision to cancel his trip to attend to his business, such is not a specified reason for cancellation under the plan and we are unable to consider his request for reimbursement.

We trust 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.


12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased trip protection insurance through AON Infinity for a trip to Quebec on 10/**/15 - 11/*/15. However, severe flooding in SC caused me to miss work for a week and the roads and bridges in my neighborhood and either been closed or collapsed. Due to my missed time at work and lack of payment during that time I was not able to go on my trip. The disastrous flooding has made national news and we even have FEMA here to help out. Now, when I need a refund because I was not able to go on my trip, I get told that my claim was denied because I didn't lose my job and my home (thankfully) wasn't destroyed. This is quite unacceptable and I would like my money back. There is no need to purchase trip protection insurance if they aren't going to help when you need it the most. I am very dissatisfied.

Desired Settlement: I would like a refund for the $465.96 that I paid.

Business Response:

We have reviewed *** ******’s complaint and correspondence and we are responding accordingly.  In his complaint, *** ****** advised that he was unable to travel due to work obligations following his having missed a week’s time from work.   *** ****** was absent from work for one week due to flooding in his area.   As a result of having been away from his job for a week, and the financial impact that caused him, he was unable to continue on with his planned travel.  Unfortunately, neither of these issues is 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, work obligations, a loss of vacation days and any unexpected financial concerns as a result of missing a week of work are not among the specified reasons.  

While we certainly appreciate the circumstances in which *** ****** found himself, regrettably as these are not specified reasons for cancellation under the plan, we are unable to consider his request for reimbursement. 

Further, pursuant to *** ******’s correspondence with our office directly, subsequent to the filing of this complaint, please understand that *** ******’s inability to attend his work obligations, and any loss of income due to his inability to attend to his work obligations, do not constitute a job loss or layoff.   

We hope this has provided further understanding of the determination made on *** ******’s claim.   Should you have any additional questions, please feel free to contact our office.


Consumer Response: Better Business Bureau:

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:

It wasn't that I had to "fulfill job obligations" -- the place of business was closed entirely for the week, that was beyond my control.  Furthermore the description of coverage says

"e.  your involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your control. You must have been continuously employed with the same employer for 3 years prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self-employed persons;"

I was involuntarily laid off for a week, and it was not under my control.  NOWHERE does it state how long the layoff has to be for.

And: "g. a Natural Disaster occurs, which causes a complete cessation of travel services at point of departure and/or destination;" -- A large part of my neighborhood was destroyed by flooding and I am still have to take detours just to get around my normal routes to and from work.

This company should not be allowed to scam people out of money, this was out of my control.  I will be glad to contact any and all media to let them know that this company is trying to scam a flood victim out of insurance money.  This is disgraceful and NOT ok. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response:

We have reviewed *** ******’s additional comments and are responding accordingly.  *** ****** is arguing that his temporary inability to attend his place of employment constitutes a layoff.   However, there is no evidence that at the time in question *** ****** was contacted by his employer and advised that his employment was no longer needed and he was being terminated or laid off.  

Rather, from the letter which *** ****** submitted with his claim form, dated October ****, from the South Carolina Department of Health and Environmental Control,  at which he works, it was advised that the office was temporarily closed Octobe* * * **** due to extensive flooding in the area.   It goes on to say that all compensation and leave time has not been approved and advises that any prior time off requests must be used to cover the days during which the office was closed. 

Further, from *** ******’s own explanation provided with his claim form, as a result of the time away from work due to this temporary office closure, the time off that he had requested for this trip now must be used to cover the days of the office closure.   He concludes by saying that because of this, as well as no longer being financially able to afford this trip, he regretfully requests cancellation. 

Accordingly, the denial of *** ******’s claim was appropriate as his reasons for cancellation, the loss of his time off requested and any subsequent financial constraints, do not qualify him for coverage under the plan.  

Finally, as evidenced by the letter from *** ******’s employer, he was neither terminated nor laid off from his employment and as such, we are unable to consider his request on such basis.

With regard to *** ******’s mention of the definition of Natural Disaster, please note that as there was no shutdown of all local airports for a period greater than 72 hours at the time of his scheduled flight, nor was *** ******’s own home made uninhabitable at that time, we are unable to consider his request on this basis.

While we certainly understand *** ******’s disappointment with the outcome of his request for reimbursement, we must review each claim in accordance with the terms and conditions of the plan.  

We trust that we have provided the requested additional clarification of the handling of this claim and this matter is now closed.  Should you have any additional questions, please feel free to contact our office.


Consumer Response:

Better Business Bureau:

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

The matter is NOT closed.  You people are scam artists.   I will be glad to submit yet another letter from my employer stating in your own terms that I WAS laid off for a week.  Would that be sufficient?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

12/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Pretty much the same as all of the other complains about the Berkley Group. If I had the ability to attach a screenshot of what they advertise on *******'s website (with their name on it), I would. They stated that, if I were to change or cancel my trip FOR ANY REASON, I will be reimbursed the amount of the change fee that I pay to the airline. I was transferred to the Berkley Group by ******* to inquire about the expected $400 refund I was supposed to receive after I paid that amount to ******** ******** to rebook the trip. The Berkley Group agent (and supervisor) I spoke with both denied my case of cancelling the trip and said that I had to provide either a death certificate or doctors note saying that I was ill. Why then, would they even state, 'for any reason I can cancel my trip'. This has proven to be a gimmick and scam, just read all of the reviews by paying customers online. You actually have to open up a new window that is not clearly displayed on there website to dig and find the medical or death reason. Then again, it clearly states many times that I can cancel or change my trip for any reason. I paid $107 to this company for the trip protection along with another $800 in change fees (I rebooked twice), of which $400 I am requesting back. This is a money making scam, please resolve this.

Desired Settlement: A $400 rebooking fee refund to my bank account. I paid $907 in total fees to rebook and have the trip protection but am only requesting a one time (two plane ticket) change fee refund.

Business Response:

We have reviewed *** ******’s complaint and we are responding accordingly.  Please note that this complaint is the first notice we have received regarding this matter. 

Please allow us to take this opportunity to advise that the plan purchased does contain a list of specified reasons for cancellation, both medical and non-medical, which would make one eligible for reimbursement.  In order to qualify for coverage, the plan participant’s reason for cancellation must fall within the terms and conditions of the plan and the appropriate supporting documentation must be submitted for our review and determination.  The list of specified, non-medical reasons for cancellation are contained in the plan under Other Covered Events, and read as follows:

Other Covered Events means only the following unforeseeable events or their   consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy:

(a) being directly involved in a documented traffic accident while en route to departure;

(b) being hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer;

(c) having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster;

(d) Your involuntary termination of employment or layoff which occurs after your effective date of coverage. You must have been continuously employed with the same employer for 1 year prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self- employed persons.

In order to be eligible for coverage under the Plan, the non-medical reason for a cancellation must meet one of the above specified reasons.   Without a claim being initiated, we are unable to speak to any coverage to which *** ****** may have been entitled upon the cancellation/change of his original travel plans.  

However, as *** ****** notes, the plan purchased does also contain an ******* Vacation Waiver which allows a plan participant to cancel or change their scheduled plans, on a one time basis, for any reason, and receive reimbursement of any change fees applied by the airline.  From *** ******’s complaint, we understand that he did make an initial change to his original scheduled travel plans and he has indicated that for this he was charged a $200 per person change fee for which he requested reimbursement from ******* directly, under the terms of this Waiver.   It is our understanding that *** ****** subsequently made a second change to his itinerary for an additional fee but does understand that the Waiver applies only to the initial change made.   As such, he has indicated that he is seeking recovery of only the $200 per person change fee imposed on the initial change.

As indicated above, such recovery under the Waiver is handled by ******* directly.  Accordingly, we did reach out to ******* to determine the status of such request.   We have confirmed with ******* that the applicable refund of the fees charged to *** ****** upon the initial change of his travel plans has been processed by *******.   Such refund should be visible to *** ****** shortly with his credit card company.  

As the requested refund has been provided by *******, we have taken the liberty of closing this matter at this time.  We trust that we have responded to the concerns in *** ******’s complaint.  Should you have any additional questions, please feel free to contact our office.


Consumer Response:

Better Business Bureau:

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:

I was only refunded $250 by ******* last week.  Why not the $400 ($200/passenger)? 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******



 

11/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was not able to attend a cruise due to a bad episode with my Back as I am needing surgery and even after sending many emails, letters from myself and my doctor. Many phone calls from myself, Aunt and Grandfather who paid for my ticket for our family trip. AOL keeps sending me multiple request after they already have the same information that they want AGAIN. This has been going on since May of 2014 and it needs refunded. Before insurance was even bought they double checked to make sure it would be covered and was told yes. Trust me there is nothing more I would have liked then going on a cruise with my Grandfather as my Grandma just passed. Family was always of utmost importance to me, making it traumatic that my back made it almost impossible to even get out of bed, let alone walk. This needs to be taken care of. When I call I get no one, they won't talk to me.

Desired Settlement: I would like my grandfather to be refunded in full and since it has caused so much grief they need to add the interest that he has had to pay for the extra stress they have caused our family.

Business Response:

We are in receipt of the complaint filed by *** ***** and are responding accordingly.   *** ***** cancelled her scheduled trip due to her own medical reason.   In order to determine that the reason for the cancelation meets the plan requirements, sufficient medical documentation is needed.   However, the original submission from *** ***** did not contain such medical documentation and we had to request she submit such additional information.


I am pleased to advise that we have now completed our final review of all pertinent information submitted and are now able to make payment on the claim.  

Accordingly, payment in the amount of $549.00 will shortly be sent to *** ***** directly.  As this claim is now settled we trust this will conclude this matter.   Should you have any additional questions, please feel free to contact our office.


Consumer Response: Better Business Bureau:

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,

****** *****



 

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I had planned a cruise in April. Unfortunately I started to have panic attacks and was diagnosed with anxiety/depression. When I contacted AON a week and a half before the cruise I was told to have proof from a doctor and to submit the claim. My dr. and I filled out all of the appropriate paperwork and submitted the forms. My claim came back as denied because they do not consider that a real medical condition. Anyone that has anxiety or panic attacks would certainly disagree with that statement. If I had known that we would lose all the money we paid to go it I would have sent my husband by himself. Depression, anxiety all of those are real medical conditions.

Desired Settlement: I would like a refund.

Business Response:

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:

  1. 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 reimbursement.

Though 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.


Consumer Response: Better Business Bureau:

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:

If I had been informed of that before we canceled the cruise. I would have dealt with my issue. When I contacted the office to find out if it was covered I was told if I had a medical condition it would be covered. Also no where on their website is the information available.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response:

We have reviewed *** ******s additional comments and would like to assure that *** ***** was indeed provided with the full terms and conditions of the plan prior to her purchase.  Please note that the confirmation sent to *** ***** at ********************* on 9/**/14 – the day she made the booking required acceptance prior to the booking being finalized.  The tour operator confirms that *** ***** accepted this confirmation on 9/**/14, signifying that she had read and accepted the terms provided with the confirmation, which does include the link to the full terms and conditions of the protection plan.  As such, *** ***** was indeed provided with the plan in its entirety at the time of purchase.

Further, please note that the plan is also available on the tour operator’s website for review at any time.   Accordingly, *** ***** had full access to review the terms of the plan both prior to and after her purchase. 

We certainly understand *** ******s disappointment in the denial of the request for reimbursement.  However, we must adhere to the terms and conditions of the plan purchased and provided to *** *****.


Consumer Response: Better Business Bureau:

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,

****** *****



 

11/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On January **, **15, we booked a cruise for our 5-year Anniversary on ******** ****** ***** (booking#******). We purchased a Vacation Protection Plan from Aon Affinity for $298 for the 8 day cruise. We paid $2848 for the cruise itself. When we booked the cruise, my wife was not pregnant, had never been pregnant during our 5-year marriage, and did not expect to get pregnant. The cruise was scheduled to depart on June **, **15. We had no idea there was a policy at ******** that we could not sail if my wife was 24 weeks pregnant until TWO days before departure when we were asked if she was pregnant and, if so, to submit a statement from her doctor. We did that and it turned out that she would be 26 weeks pregnant ONE day after departure but the doctor gave her permission to sail. At that point, ******** CANCELED OUR CRUISE. We were very disappointed as this trip was planned with another couple who proceeded on the cruise. We were told by ******** that since we had purchased the Vacation Protection Plan, our money would be refunded to us and we should submit a claim which we did. Since we were expecting our money to be returned, we purchased a flight to Aruba to meet up with our friends who were on the cruise. Upon our return, we received notice from Aon Affinity (Berkeley Group) that we would not get our money back for the cruise nor the premium we paid for the cruise protection plan! We would not have incurred the additional expense of our trip to Aruba had we known this. Affinity denied our claim stating that the cancellation was based on our cancelling our cruise. On the contrary, we did not cancel, her doctor gave her written permission to sail. ******** canceled us and would not allow us to board . Their policy restrictions state: "******** **** *** ***** ***** ************ *** *** ******* * **** ******* ****** *** ****** **** ****** *********" Since the word YOU cited in the policy would refer to me or my wife's canceling the cruise, the penalty of no cash refund would apply, but we did not cancel the cruise, ******** canceled us. It is their language, not ours. We have called Aon Affinity and written two letters to get our refund to no avail. We do not want a trip voucher for another reduced fare cruise; we now have a new baby one week old. We are a young couple with limited resources, and we want our full refund of $2828 and our $298 paid for a vacation cancellation policy when the vacation could not commence. That is why we bought a cruise protection plan. ******** and Aon Affinity has been paid a lot of money for something they did not deliver which is unjust enrichment. My wife was not pregnant when we purchased this cruise protection plan and we had no way of knowing she would be 26 weeks gestation at the time of departure. Their pregnancy policy, which we have now seen, is INCONSPICUOUSLY cited on their website which is deceiving for the average consumer. It should be prominently displayed at best. We have sailed with ******** before and so have most of our family members and NONE of them had ever heard of it. People purchase cruise protection insurance for peace of mind to protect their investment in case they do not get to cruise. This entire matter reflects negatively on ******** ****** *****; Aon Affinity, and Berkley Group. If they do not correct this unjust decision, none of us will ever cruise with them again and will NEVER purchase a cruise protection policy from Aon Affinity (Berkley Group).

Desired Settlement: A cash refund of the money we paid for the cruise: $2848

Business Response:

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 plan.

Though 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 plan.

However, 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 reimbursement.

We trust we have addressed the issues raised in *** ********* complaint.  Should you have additional questions, please feel free to contact our office.


11/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased AON insurance for my rental car service. My claim was denied for a shredded tire, on my rental car, that cost $134.61 to repair. I called the company October *, 2015 for a verbal explanation of why they would not pay my claim. The associate told me that it was because I didnt meet the $250 deductible. I told her I did not know about a deductible. She said that it states that there is a deductible on the website. I did a mock car rental, and under the insurance it says: Pays up to $35,000Primary coverage so you dont have to go through your auto insuranceCovers rental car damage from collision, theft or vandalismIt says nothing about a $250 deductible. If I knew this, I would not have purchased the insurance that ******* offered. I turned down ****** insurance because I paid for AON. When my tire shredded on the highway, I thought I was covered.

Desired Settlement: I want a refund, and I want my Hertz claim paid ($134.61).

Business Response:

We have reviewed *** ************ complaint regarding the denial of her claim for payment under her Car Rental Insurance plan.   As the plan *** ********** purchased contains a $250 deductible, and as the amount of *** ************ claim was below that $250 deductible, we were unable to provide any reimbursement to *** **********.

We note that in her complaint, *** ********** indicates that she was unaware the plan she purchased contained this $250 deductible.  Further, to demonstrate her point that the plan does not contain an indication of the deductible, *** ********** provided an “******* mock rental” and included this with her complaint.   I have attached the mock rental *** ********** provided and would direct your attention to the section regarding adding the protection plan.   You will note that the full terms and conditions are made available prior to the booking via the link in blue – View terms, conditions and plan sponsor.    The full plan that was provided via this link to *** ********** during her actual booking, as well as during the “mock car rental” *** ********** submitted for reference, a copy of which is also attached here, does indeed contain the notice of the $250 plan deductible. 

You will note that under the Description of Coverage of the plan on page 1, it states:

              Schedule:  *******, Inc.                                    Maximum Benefit Amount

              Rental Car Damage                                           $35,000 ($250.00 Deductible)

The plan further goes on to define Deductible as follows:

Deductible means the amount, which must be incurred by you before benefits are paid under the plan.  The Deductible is equal to the amount shown in the Schedule for each person insured.

While we understand that *** ********** did not make note of the plan deductible in the documents provided to her both during her actual booking as well as during her “mock car rental” booking, as the plan does contain this $250.00 deductible we are unable to consider *** ************ request for reimbursement of the damages incurred which were below this deductible.

We trust we have responded to the concerns raised in *** ************ complaint, and have provided clarification regarding the denial of her claim.   Should you have any additional questions, please feel free to contact our office.


Consumer Response:

Better Business Bureau:

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,

******* **********



 


11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the air ticket through travelocity with itinerary number (**************) and it was displaying on travelocity to buy the full protection plan ( 22$; From Aon affinity company ) to cover the cost of sir ticket in case of cancellation. I had sore throat and i was unable to travel internationally from Chicago to Toronto , as its not good to travel in this situation on board.I called the insurance company that my air ticket cost should be refunded as my trip was cancelled due to the illness.They are refusing and saying we don't pay the charges until person is chronically ill/ hospitalized or get injured. It is wrong as when they sale policy they mention on travelocity website that your trip is fully covered and don't mention it covers under only these conditions, nor their policy was full displayed. I am requesting that my since i bought this policy , airticket cost should be paid under my protection plan purchase

Desired Settlement: Pay my air ticket cost that cost 241.56$

Business Response:

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 **, 2015 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 coverage.

Please 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 submitted.

Please 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. 


Consumer Response: Better Business Bureau:

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:

I contacted on phone to the insurance company persons, and they said until you get hospitalized or have like that debilitating disease that can prevent you from travelling that need Dr visit, claim can be initiated. Though there were not such words (" get hospitalized or have like that debilitating disease that can prevent you from travelling that need dr visit") displayed when i bought this insurance coverage on travelocity side.The word used in response" Change of Plans" are the words used by the responders to protect themselves inspite providing the resolution they are trying to makeup things.The responder is not fulfilling the services they displayed. I suggest that these things should be clearly displayed with the insurance purchase that it will need DR APPROVAL so it s clear for people who want to buy insurance. Based on lacking the service provided, and hidden plans,i am requesting the reimbursement of the charges. Thanks

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****




 

10/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June of 2015, I purchased two tickets for my two grandchildren, who live on Vancouver Island, BC, to come for a visit to the USA. I purchased these on the *********** website, and I also purchased Travel Insurance at that time, to insure that I would be refunded the cost of the tickets if anything unforeseen arose. As it turned out, my granddaughter became ill and was unable to travel, so I cancelled the flights. My grandson was too young to fly alone. I contacted the travel insurance company (************ ******** **** *** * *** ******** * ****** ********* and filled out the necessary paperwork, which was the Trip Cancellation Claim form. My granddaughter's physician filled out the Attending Physician's Statement and Medical History forms. The claim was denied, because, I was told, over the phone, "**** ************* *** *** *************" My granddaughter lives in Canada, and they do not 'hospitalize' people there unless they are practically dying (socialized medicine). I was told, over the phone, that I should have "read the 12 pages of fine print" when I purchased the insurance!! So, even though we met all the criteria "'The sickness or injury must a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your trip.,'" we were still not issued a refund for our tickets. I am out $596. for these tickets, plus the cost of the insurance, which did not pay up.

Desired Settlement: I would like to be refunded the cost of the tickets. I cannot use the tickets as they charge a $200 change fee to rebook...and they have to be used by the people whose name the ticket was in.I cannot take a chance on flying my granddaughter down again, and her brother is too young to fly alone. I purchased the tickets and I do not believe it's fair that the person has to be hospitalized!! That is ridiculous! People can get sick, and not be able to fly, without being hospitalized.

Business Response:

We have reviewed *** ****** complaint which she filed on behalf of her granddaughter, ****** *****, and her grandson, **** ********, and are responding accordingly.  In her complaint, *** ***** disputes the denial of her grandchildren’s claim for Trip Cancellation benefits.

Please note that the plan *** ***** purchased for her grandchildren does provide reimbursement for a cancellation due to a medical condition.  However, in order to qualify for reimbursement under the plan, the medical condition causing the cancellation must meet certain criteria.   In particular, the illness necessitating cancellation must meet the following plan requirements:

The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.

In addition, there are specified exclusions which would preclude coverage for a cancellation in certain instances.   One such exclusion states:

General Plan Exclusions

                                  In Parts A & B:

                                  We will not pay for any loss caused by or incurred resulting from:

                                  1. mental, nervous, or psychological disorders, except if hospitalized;

                                  2. being under the influence of drugs or intoxicants

From the information provided, *** ****** grandchildren cancelled due to *** ******* mental or nervous condition.  However, based on the information received, there was no hospitalization for such condition and no verification confirming treatment of this condition at the time of the cancellation.   Based on this, we were unable to consider *** ****** request for reimbursement of her grandchildren’s airline tickets.

However, while *** ****** grandchildren do not qualify for reimbursement as the reason for their cancellation did not meet the plan requirements, we have agreed, as a gesture of goodwill, to provide an accommodation to them and provide the requested reimbursement.   Please understand that this is being done solely as a courtesy and does not impinge on the basis of the claim denial.  Accordingly, payment in the amount of $298.03, made payable to each insured, will be sent to *** ***** under separate cover.

We trust that we have responded to the issues raised in *** ****** complaint.  Should you have any additional questions, please feel free to contact our office.


10/26/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Plane tickets and hotel stay were purchased via ************* for a trip scheduled for 2/**/15 (Flights/hotel fees = $419.72 + taxes/fees = $66.60; Refund total = $486.32). A protection plan was also purchased to provide a refund in the event of unexpected cancellation. The flight was cancelled by United Airlines on 2/**/15 at 6:30 am due to inclimate weather. Due to the protection plan, I sought a refund from ************* which referred me to *** ******** insurance company. I received a letter on 6/*/15 from *** ******** stating I would not receive a refund even though I purchased a protection plan.

Desired Settlement: By purchasing the protection plan, and due to the fact that the trip cancellation was not my doing but due to airline cancellation, I should receive a refund for the plane tickets and hotel fees.

Business Response:

We have reviewed *** ********’s complaint and we are responding accordingly. *** ******** had filed a claim with our office for Trip Cancellation benefits due to the cancellation of his outbound flight and the determination made on his request for reimbursement.

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 weather related flight change or cancellation is not one such specified reason.   As such, we were unable to consider his request for reimbursement. 

Please note that the plan in its entirety is provided prior to purchase for review.  Further, the confirmation provided to *** ******** contained a link to the plan, including the specified reasons for cancellation as well as the contact information for our office for any questions regarding the plan.

While we understand *** ********’s disappointment at the outcome of his 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.

Consumer Response: Better Business Bureau:

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,
***** ********



 

10/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On June **, 2015, I purchased a flight to Athens as a surprise birthday gift for my friend through *************. I paid an additional $34 for travel insurance through Aon, which supposedly covers "Pre-Departure Trip Cancellation The Insurer will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, 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) on or before the Scheduled Travel Date of your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip." My friend's aunt died in Albania, so he returned to his hometown. Since I knew he would not be able to come on the trip, I contacted Aon immediately to inform them and filed a claim on July **. I had called their office, but the representative I spoke to said I must submit a claim online and said that I would hear back shortly. I resubmitted my claim on August **, because I had yet to hear from the company. On August **, I received an email from the company stating that my form was incomplete. The person I spoke to over the phone had said that a death certificate would not be necessary given the situation (the death occurred in Albania). However, although I explained that in the prior two claims they failed to acknowledge it in the response asking for new information. I responded again on August **, but I have yet to receive any response in over a month. I am from Harvard, Massachusetts, but I am living in Amman, Jordan until the end of December. I have repeatedly tried calling the company from here, even though I am charged obscene international fees. However, I am placed on hold for longer than I can afford or disconnected outright.

Desired Settlement: I would like the $340 refund that I was guaranteed by the company when I purchased the ticket.

Business Response:

We have reviewed *** ********’s complaint and we are responding accordingly.  *** ******** purchased an airline ticket and the travel protection for a friend as a surprise gift.  However, prior to the travel dates, *** ******** reported that her friend’s aunt passed away in Albania, and he traveled there to be with his family.   As a result, the friend, *** *******, would not be able to make use of the purchased airline ticket and *** ******** initiated a claim for cancellation.

In her initial submission, *** ******** submitted simply a copy of the airline ticket invoice and requested the refund.   We sent correspondence to *** ******** advising that in order to further review the claim we would need a completed claim form as well as verification of the death of the insured’s aunt.   *** ******** replied to this request by advising that as she was not a family member of the decedent, and was in a different country, she would not be able to obtain a death certificate.   It was reiterated to *** ******** at that time that verification of the death was needed in order for us to further review the claim.  

Upon receipt of this complaint, we did reach out to *** ******** and again advised what additional information would be needed to further review this claim.  However, we advised that, as a courtesy, we would make a one-time exception and would approve the claim without this required verification.   However, upon confirming to *** ******** that the payment must be provided to the named insured under the plan, *** ******** requested that the payment be provided to her directly as *** ******* was not aware of the gift she had intended to provide and she was not going to be seeing him for some time as they were presently residing in different countries.  We forwarded to *** ******** a Hold Harmless Agreement, for her signature, which will allow us to issue the payment to *** ******** directly.   This again is being done solely as an accommodation and is not the normal course of adjudication.  

We have received back the signed agreement and are currently issuing the payment to *** ********.  We trust this information has responded to the concerns raised in the complaint.  Should you have any additional questions, please feel free to contact our office.

10/1/2015 Problems with Product/Service
10/1/2015 Problems with Product/Service | Complaint Details Unavailable
9/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 8/*/15 I COMPLETED AND FILED A AON CLAIM FORM FOR A TRAVEL INSURANCE PROTECTION PLAN ONLINE.WHICH I HAD PURCHASED THRU HOTWIRE AND TICKET#**************, AN GAVE THEM THE CONFIRMATION#******,BOOKING#***********,THE FLIGHT#****.CLAIM TYP WAS TRIP INTERRUPTION :I GAVE ANON THE REASON FOR MY CLAIM:THAT MY DAUGHTER TOOK SICK AND I CALLED DELTA AIR LINE TO BE PUT ON ANOTHER FLIGHT ON THAT SAMEDAYAND DELTA AIR STATED THAT THEY COULD NOT WITHOUT HOTWIRE APPROVAL FOR A LATER FLIGHT.I WAS ON THE PHONE WITH HOTWIRE FROM 6:30AM AND HOTWIRE REFUSE TO GIVE DELTA AIRE LINE THE APPROVAL TO GIVE ME A TICKET FOR A LATER FIGHT.AND I HAVEN'T RECEIVED AND RESULT YET .

Desired Settlement: REFUND

Business Response:

We have reviewed *** ******** complaint and we are responding accordingly.  Please note that though *** ****** filed a claim with our office on or about August *, 2015, with a claim form sent to her for completion on August ****, 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 her complaint.

 

It appears from her complaint that *** ****** had a need to change her original outbound flight on August *** to a different flight later that day.   However, it appears from her complaint that she had some issues with the airline and the booking agency regarding such change.   We did reach out to Hotwire to determine if *** ****** had changed her airline ticket and we confirmed with them that *** ****** had in fact used her full outbound ticket on August ***, as well as using and/or exchanging her return ticket on August ****.

 

As *** ****** used the airline ticket in question, and as we have not received any other information from *** ****** to date, we are uncertain what it is she is seeking to claim under this insurance.    If she did not in fact make use of her ticket, and this was due to a specified reason in the plan, she should feel free to submit her completed claim form and supporting documentation to us for review.   However, until such time, we are unable to consider any type of reimbursement to *** ****** for any issues she may have encountered when requesting to change the time of her flight.

 

We trust we have responded to the concerns raised in *** ******** complaint.  Should you have any further questions, please feel free to contact us.  

Consumer Response: Better Business Bureau:

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:

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********** *****




 

8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased airline tickets for myself and my five children to Orlando, Florida, leaving August **,2015 and returning August August **, 2015. I paid extra money to purchase insurance, knowing with kids things are unpredictable. A few days after I paid for my tickets plus insurance and car rental I rental for a total of over 1800.00, I was informed by my son's school that they will be having an early start date this year, August **, 2015. This was an unexpected event for me and I sent AON a copy of my son's school calendar with its early start date confident that they would reimburse me for my trip, since it would be totally irresponsible for me to be vacationing in Orlando with my son and have him miss the first day of school. I received a letter that they would not reimburse me. My reservation number was ************, and my AON claim number is **********. Thank you for helping me resolve this issue.

Desired Settlement: To reimburse my money due to a trip cancellation out of my control.

Business Response:

We have reviewed *** ********’s complaint and we are responding accordingly.  In her complaint, *** ******** advised that after booking the trip, she found out that her child’s school year was starting on an earlier date than she expected and as such, she and her family would be unable to travel. 

 

Unfortunately, *** ********’s reason for cancellation is not one covered under the plan.   Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan.   However, a conflict with a school schedule is not a specified reason in the plan.   As such, we are unable to consider *** ********’s request for reimbursement.

 

Please note that the plan in its entirety is provided to the traveler prior to and concurrent with the purchase.   Further, the traveler must initial their understanding and acceptance of such terms in order to complete the purchase.

 

While we understand *** ********’s disappointment in the outcome of her request for reimbursement, we hope this has provided further clarification of the claim determination and understanding that we must review each request in accordance with the terms and conditions of the plan purchased.  

Consumer Response: Better Business Bureau:

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: 
I bought the plan that knowing that unexpected events do happen.  It is mentioned in the plan that coverage would be applicable in the event of a job loss, or other unexpected events etc.  a typical school rescheduling would not cause me to cancel tickets, but, I think it's unheard of missing a first day of school for a child.  That is equivalent to a job loss for a child. I was confident that I would be reimbursed and was surprised when I heard otherwise.

Thank you,
***** ********

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

7/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase the Trips from Expedia go to Miami on 5/**/15 and also purchase Travel Protection insurance plan, I change my mine a day after , I call to cancellation my Trip from Expedia on 6/*/15 they agree cancellation for me right away so I am OK for that and tell me to call Aon Affinity where I purchase Travel Protection insurance plan tell them to cancel the plan . I call them and they are not agree to make cancel on the phone , they ask me to mail a letter to them to cancellation , and I did mail to them same day 6/*/15 and also send them an e-mail , I wait until today they did not refund to my account , also I try to call them several time and they ask me a lot of question and they said will call me back soon , but they did not.

Desired Settlement: I want them to Refund .

Business Response:

We have reviewed *** *****’s complaint regarding his request for a premium refund for his and his party’s cancelled airline tickets.  Please be advised that upon receipt of the complaint, we did confirm that *** *****’s premium refund request was received in our office.  Such request was approved and sent to Expedia for processing.  

 

We have confirmed that *** ***** was refunded for the full $96.00 on June **, 2015.   Such refund was made back to the original form of payment.  Should *** ***** have any further questions regarding this refund, he should feel free to contact our office

 

As *** *****’s premium refund has been processed we trust this matter is concluded.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,
**** *****



 

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and me planned to travel to England and Ireland starting on May **** 2015. We purchased the airline tickets trough the ******* website (Itinerary #*************). During the booking process we got to the webpage where we were asked if we would like to purchase travel insurance. We decided that it would be a good idea and included the insurance (Policy Number ***************). The name of insurance is “Travel Protection – Total Protection Plan”. Because this name includes words “travel protection” and “total protection” we were fully under impression that all our travel expenses are covered. Just before our departure my wife’s father was admitted to a hospital with high fever and bleeding from his stomach, so we had to cancel our trip. When we filed the claim with the insurance company we were unpleasantly surprised that we will get refund only for the airplane tickets. On 06/**/2015 I called to the insurance company and talked to the representative *****. After I explained my concerns she told me that the refund is issued only for purchase from the *******. I tried to explain that the name of the insurance policy “Travel Protection – Total Protection Plan” is misleading and it does not actually provide neither “travel protection” nor “total protection”, but rather just the flight protection. But all my explanations were dismissed. As a result we received the refund only for the airline tickets ($2687.20) and lost the other travel expenses that we booked in advance. We lost $342.00 and another $39.98 for Rail Europe tickets, and $75.95 for Ryan Air tickets, that makes it total loss $457.93. I believe that it is unfair business practice to give the product a deceptive name with the goal to misleadingly lure more customers. To be fair with customers this insurance product should be named something like “******* protection – Flight Protection Plan”. If we would see such a fair name we would not purchase this travel insurance. In order not to full the future customers I would recommend that the insurance company should change the name of this insurance product. Also, I am asking the insurance company for the refund of $457.93, which I believe that we are entitled to, because we were mislead by the deceptive name of the insurance product. Sincerely

Desired Settlement: Refund of $457.93

Business Response:

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 $1,343.60 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 $2,687.20 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.

7/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My companion and I booked a Princess Cruise for January 2015 (we have been on many) and we purchased the insurance through AON Affinity. My companion was in New Jersey for the holidays and was rushed to the hospital in the beginning of December. While in the hospital he was told that he had ****** and it spread throughout his body. He never left the hospital and he passed away on February **, 2015. I filled out the claim form (April 2015) to have my money returned and enclosed a death certificate and I just received a response (June **, 2015) stating that I had to have a physician fill out a form that it was not a pre-existing condition. I was also told by Princess Cruises that I would not be receiving money if they accepted my claim but I would be receiving a credit towards another cruise. I do not want a credit I want my money returned. Nowhere in the insurance papers did it state that you would receive a credit towards another cruise.

Desired Settlement: $1,000.00 I would like the amount we paid for our cruise and aggravation.

Business Response:

We have reviewed *** ********’s complaint regarding her and her late companion, *** *********’s, claim for Trip Cancelation reimbursement.   Based on the information received, *** ******** and *** ********* cancelled their scheduled cruise due to *** *********’s illness.   However, no verification of such illness has been provided to our office to date.   Rather, *** ******** did submit a copy of *** *********’s death certificate, confirming his death on February **, 2015.   While we do wish to express our sincere condolences to *** ******** for her loss, please allow us this opportunity to explain why additional information was required.

 

The plan purchased provides for reimbursement in the event of a cancellation due to both specified medical and non-medical reasons.   In order to qualify for reimbursement under the plan, verification of diagnosis and treatment by a physician at the time of the cancellation of the travel plans is required.   Regrettably, the documentation submitted by *** ******** did not confirm such diagnosis and treatment at the time of the couple’s cancellation, namely on or about January **, 2015.  For this reason, we requested that *** ******** provide such verification and submit same to our office for review.

 

While the information provided to date does not confirm *** *********’s illness at the time of the cancellation, we have agreed to make a consideration and provide payment based on the information contained on the death certificate.   Accordingly, payment in the amount of $249.00 per person is being sent to *** ********’s attention for both herself and *** *********’s estate.  Please understand that this reimbursement is being made solely as a goodwill gesture and does not impinge upon any of the plan’s terms and conditions under which this claim is considered.

 

We trust that we have adequately responded to the concerns raised in *** ********’s complaint.  Should you have any additional questions, please feel free to contact our office.

 

Consumer Response: Better Business Bureau:

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,

**** ********



 

6/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had my plans to visit my daughter on July * and purchased the tickets from ********* and the trip protection from AON......I h This is the reason I need to cancel my trip and have my funds refunded to me. is On Friday May **, I received a letter from SS stating they were ending my disability benefits With the cessation of these benefits, it makes it impossible to continue with the trip. I attempted to explain this to both Price Line and Trip Protection Company, but they said loss of income is not the same as loss of employment?????. Losing my benefits is no different than if I lost my job, both would make it impossible to travel.........

Desired Settlement: Because I no longer have income ( IE Employment, Benefits) I can no longer afford trip and I am asking for a refund of $380.20

Business Response:

We have reviewed *** ****’s complaint and we are responding accordingly.  Please note that *** **** filed this complaint prior to initiating a claim with our office.   Further, to date, though he has now initiated a claim, no claim form or supporting documentation has been submitted.  Accordingly, we have not been afforded the opportunity to review and consider *** ****’s reimbursement request.  

 

Please note that the plan *** **** purchased, and which was provided to him prior to such purchase, contains a listing of specified reasons making one eligible for coverage under the Trip Cancellation benefit.   One such specified reason is a cancellation due to the following:

 

e. your involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your control. You must have been continuously employed with the same employer for 3 years prior to the termination or layoff. This provision is not            applicable to temporary employment, independent contractors or self-employed persons;

 

*** **** has indicated in his complaint that his reason for cancelation, the loss of his social security benefits, should be considered tantamount to such loss of employment.   Please note that we are more than willing to review *** ****’s claim and contention, however, without the opportunity to review *** ****’s information, we are unable to make a determination on his claim.  

 

Accordingly, we kindly request *** **** submit his completed claim form and the supporting documentation regarding the reason for his cancellation and we will be happy to review the same.   However, until such time, we are unable to consider his request for reimbursement.

 

We trust we have responded to the concerns raised in *** ****’s complaint.  Should you have any further questions, please feel free to contact us.  

Consumer Response: Better Business Bureau:

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] This is untrue. They have had the forms for several days now. It took me over 10 days and numerous calls, to even get them. I called them today and spoke to a supervisor name ***** and she verified that they have the forms, but it could several more weeks before the claim is acted on. This company has done nothing but stallll and try and find a way to keep my funds. I have attached a copy of all of the docs, that they say in the BBB response they never received. I am again requesting my funds be returned to me as I do qualify under No employment/ loss of income................

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****




 

Business Response:

Please allow this response to confirm our receipt of *** ****’s claim form.   While it had been received in our office concurrent with our prior response it had not been processed and filed until after our response was submitted.   Please be assured that there have been no delays in the review of *** ****’s claim.   Rather, upon receipt of the claim form we did reach out to *** **** directly on June ****, speaking with him on June **** regarding the additional information needed to complete our review of the claim.

 

As explained to *** ****, we did agree to consider his claim for Trip Cancellation benefits due to his loss of income under the coverage afforded to an individual who suffered an involuntary job loss, provided he met the remaining requirements for such coverage.  In particular, we required confirmation that he met the three consecutive year time requirement of employment – or receipt of benefits, in this instance – prior to termination.  As per *** ****, he was not in fact receiving such benefits for that length of time prior to their termination.   As such, we did advise him that, based on the fact that he does not meet the full eligibility requirements under this coverage, we would be unable to consider his request for reimbursement.

 

Formal notice of our decision has been sent to *** **** under separate cover. 

 

We trust we have responded to the additional concerns raised in *** ****’s complaint.  Should you have any further questions, please feel free to contact us.  

6/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a travelers' protection plan with this company on Nov. **, 2014. The protection plan was to protect my wife, her sister, and I to protect the amount we paid for the airline tickets in case the church reunion was cancelled. We were ready. Our hotel books were booked. We were going to visit The Holy Land in Orlando, Florida during our reunion visit. Unfortunately for us and many others, the reunion Planning Committee canceled the event. Once we received the cancellation notice from the Planning Committee Chair, I immediately contacted *** via email requesting a claim form. I also spoke with a representative over the telephone about this matter. She wasn't very empathetic about the event cancellation. After I received the Claim Form, it and 13 pages of correspondence from the chair regarding the church reunion was faxed to ***. We are simply requesting a $865.41 refund for our airline tickets. We will never know why the committee cancelled the reunion that would have been held in Florida from July *****, 2015. But we do suspect that it may have been related to the chairperson ill father. Her father is also the retired pastor of the church where members traveling throughout the US to reconnect. We sent *** ******** fourteen pages of correspondence from the beginning with planning the reunion to the point that it was canceled.

Desired Settlement: We simply want our money back. In good faith, this company should have easily reimbursed us. Although, the Claims Examiner cited the company's provision, the cancellation was something totally out of our control. We also had to cancelled our hotel reservation, which was no problem. *** ******** is not providing exceptional customer service and the rest of the world needs to know what to expect when dealing with this company.

Business Response:

We have reviewed *** *****’ complaint and we are responding accordingly.  In his complaint, *** ***** advised that he, his wife and her sister cancelled their travel plans to Orlando because the church reunion they were to attend there was cancelled due to lack of participation, as per the documentation submitted.  

 

Unfortunately, *** and **** ***** and *** *******’ reason for cancellation is not one covered under the plan.   Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan.  

 

The following are the specified, non-medical reasons for cancellation which would make one eligible for reimbursement under the plan:

 

Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy:

a. being directly involved in a documented traffic accident while en route to departure;

b. being hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer;

c. having your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other Natural Disaster;

d. a Terrorist Act which occurs in your departure city or in a city which is a scheduled destination for your Covered Trip provided: The Terrorist Act occurs within 30 days of the Scheduled Travel Date for your Covered Trip;

e. your involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your control. You must have been continuously employed with the same employer for 3 years prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self-employed persons;

f. your Host at Destination is hospitalized or dies (applicable only to Flight Cancellation);

g. a Natural Disaster occurs, which causes a complete cessation of travel services at point of departure and/or destination;

h. terrorism occurs in a country included on your travel itinerary which leads the U.S. government to issue a Travel Warning against travel within a country included on your travel itinerary for a period that would include your scheduled Covered Trip; or

i. your, a traveling Immediate Family Member's or Traveling Companion's approved, written military leave is involuntarily revoked as a result of being temporarily or permanently reassigned, being called into active military reserve or an extension of deployment beyond a defined tour of duty within 30 days of departure. All leave must be approved prior to the Policy effective date.

 

However, the cancellation of an event, such as the reunion *** and **** ***** and *** ******* were to attend, and for which they scheduled the trip, is not one of these specified reasons.   As such, we are unable to consider their request for reimbursement on such basis.

 

While we understand *** and **** ***** and *** ******’s disappointment at the outcome of their request for reimbursement, we hope this has provided further clarification of the claim determination made and understanding that each request must be considered in accordance with the terms and conditions of the plan purchased.  

Consumer Response: Better Business Bureau:

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,

**** *****



 

6/24/2015 Problems with Product/Service | Complaint Details Unavailable
6/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a car through *********** on Oct ** with no deductible insurance and I retuned the car with little scratch on the front door of the passenger. I was charged by rental car company ********** $877 to pay the damages. I filled the claim to *** ******** to pay but they reimburse only $627 and they told me that I have $250 as deductible. I called the *********** and the ********** rental car about the insurance that I purchased on the web site was $0 deductible. *** want to pay the difference . This is not right and I need your help to resolve this issue

Desired Settlement: *** need to pay the coast in full

Business Response:

We have reviewed *** **’s complaint regarding the payment provided under his Car Rental Insurance coverage claim.   As indicated, this plan contains a $250 deductible which was appropriately applied to the payment made on *** **’s behalf to the rental agency.  In his complaint, *** ** asserts that the plan he purchased had a $0 deductible, though he submitted no documentation regarding this.  Please understand that the plan offered at the time of *** **’s purchase did in fact contain a $250 deductible.   As such, our payment less such deductible was indeed appropriate.


While we are comfortable with our determination on this claim, we have, solely as a business consideration in this particular instance, agreed to make an exception and provide the additional reimbursement of the plan deductible, in the amount of $250.00, to the Damage Recovery Unit of ********** **********.  Please understand that though this deductible is not a covered expense under the protection plan, and the original claim determination was proper.  Payment will be sent to ********** under separate cover.

 

Should you have any additional questions, please feel free to contact our office.

6/17/2015 Billing/Collection Issues | Complaint Details Unavailable
6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RE: Claim Number **********Reference Number *******We were on vacation on 12/**/14 and I purchased insurance from ************ ********* ********* *******. When exiting the plane in Panama City, I discovered that my computer and sun glasses were missing from the overhead compartment. The plane was full and we were one of the last ones to get on the plane. The flight attendant had to put our luggage in a compartment away from our seats. I contacted ************ ********* ********* ******* and submitted everything they requested from me. Without me agreeing to a settlement they took the initiative of closing my case and sending me a check for $ 500.00. I contacted ************ ********* ********* ******* and spoke with **** ***** and *** ***** on 3/ ** /15 and they informed me that my case was closed. It is not right that they took the initiative of deciding to close my case and send me the amount they thought was fair. I always ensure my personal belongings to avoid headaches. I feel that I have been getting the run around.

Desired Settlement: I want ************ ********* ********* ******* to reimburse me what I paid for my items.

Business Response:

We have reviewed *** ********s complaint and we are responding accordingly.  In her complaint *** ******* advises that she is dissatisfied with the payment provided to her under the Baggage and Personal Effects Benefit of the travel protection plan she purchased.  

 

*** ******* submitted a claim to our office for the loss of two items from her luggage held in the overhead compartment on the plane, namely a laptop computer and a pair of sunglasses.  As was noted on the Calculation of Baggage/Personal Effects Benefit which accompanied our payment, the payment of $500.00 was the maximum amount payable under *** ********s claim.   More particularly, while we understand the purchase price of her laptop was greater than $500, the plan contains a per article limit of $500.   Accordingly, the most we were able to reimburse *** ******* for her laptop was the $500.  Further, the plan contains specific exclusions to coverage under the Personal Effects coverage.   The plan states the following:

 

Items Not Covered

We will not pay for damage to or loss of:…

 

4.     artificial limbs or other prosthetic devices, artificial teeth, dental bridges, dentures, dental braces, retainers or other orthodontic devices, hearing aids, any type of eyeglasses, sunglasses or contact lenses;

 

Accordingly, as the maximum reimbursement available for the covered item, namely *** ********s laptop, has been provided, and the second item is specifically excluded from coverage, no additional reimbursement is due to *** ******* and no further payment shall be forthcoming.

 

We trust that we have addressed the concerns raised in *** ********s complaint and explained our position in this matter.  Should you have any further questions, please feel free to contact our office.

6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have made several attempts to get 189.00 refunded to me. I have been dealing with this for months. I am enclosing an email that I sent back in April . The email states: To whom this may concern: My name is ***** ****** and my husband name is ****** ******. I am writing in regards of my travel protection through Carnival Cruise lines. I had a conversation with your company a few weeks back about the refund of my travel protection. I was informed I needed to get something from Carnival showing I canceled my booking. After several attempts with Carnival customer service I was informed they do not send confirmation of canceling and was told to contact your company with my booking. Here's the situation I booked a cruise in December only paying the deposit and the travel protection. In January when I found my December **, 2015 sail date was not going to work for us. I went to cancel my cruise online at this time I clicked on the button to show me how much I would lose if I cancelled my cruise it showed 99.95, which was my deposit. It never said I would the money I paid for travel protection nor did it inform me to remove the travel protection prior to canceling. I was understanding that I was only going to lose the deposit and the difference would be refunded back to my card like with any other business would. I waited a couple of weeks to see if the money was refunded to my card. To my surprise it was not. I am requesting that you refund my money of 190.00. My booking #****** with a sailing date of December **, 2015, ships name the Glory out of Miami Fl. If you have any questions feel free to email me at the email sent from or contact me at ###-###-#### or by mail **** * ******* *** ******** *** *****. Thank you for time in this matter. Sincerely, ***** ****** This is the first of several emails. I have been given the run around by this company. Finally after several emails and phone calls. I get a letter from them saying I was out of the 10 day period. The problem is I never activated the protection. I called Carnival today where he explained the *** would have to be the one to refund it the money. If I would have called Carnival prior to canceling they could remove it. When I talked to *** ( ********** *****) she stated the travel protection was to guarantee my fare price. Which in fact it is not. It is travel protection. Key word travel protection which I had not traveled yet. I could remove this protection up till the day I paid the cruise in full.

Desired Settlement: I want my 180.00 dollars refunded to me.

Business Response:

We have reviewed *** ******’s complaint regarding her request for a refund of the protection plan fees she paid on January **, 2015 in conjunction with her Carnival Cruise booking for December 2015.   As was explained to *** ****** in our correspondence to her of May *, 2015, the Vacation Protection Plan which she purchased in conjunction with her cruise booking is designed to cover any penalties assessed on the cancellation of such booking, subject to the plan’s terms and conditions.  

 

Further, please note that this plan does contain a 10-day free look period, enabling one to request a refund of the plan fees within 10 days of its purchase.  However, as was also explained to *** ****** in our May *, 2015 correspondence, as her request for such refund was sent to our office on April **, 2015, it was well outside of this 10-day period, and we were unable to consider such request.   

 

While we are comfortable with our determination on *** ******’s request, we have, solely as a business consideration in this particular instance, agreed to make an exception and authorize the requested refund of the plan fees.  Please understand that though not eligible for such refund, it is being provided solely as a courtesy and does not impinge on the original response to such request. 

 

Such refund will be forthcoming to *** ****** from the cruise line in the same manner in which payment was received.

 

We trust this shall conclude this matter.  Should you have any additional questions, please feel free to contact our office.

 

Consumer Response: Better Business Bureau:

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. I only have one issue it states that will send my money back to Carnival I asked for it be refunded to my credit card. I am afraid of it is refunded to Carnival cruise lines I will have to go through even more time to get my money back. So if they could just send me a check directly to ***** ****** **** ** ******* *** ******* ** *****. This would resolve the issue directly with out getting anyone else involved. Thank you for your time in this matter. 

Sincerely,

***** ******



 

5/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This claim is against a company who already had managed to "collect" not less than 91 complaints, which in my view is conducting their operation with a fraudulent intent. I have purchased from them travel insurance. I paid my fees. Unfortunately I have had some contents removed from my luggage while in transit. I have contacted them upon my return to the states. They have promised to send me form to fill, which they then delayed for over 2 weeks, then they have asked me to send in all the receipts for the items lost and a full claim form, which I did. 4 additional weeks later I have contacted them to find out why doe sit take so long to process a claim, their reply was that they "need" more information which will go our in a letter to me, which I have received a week later, and only AFTER I have a called in to inquire about the delay of their claim process. A week later I have received a letter which included UNREASOANBLE requests, which included me contacting some parties which were not a party to our contractual agreement in any way, shape or form, which was something out of my ability to do, not to mention that this "new requirement" were not even a part of their policy with me, not were advertised as a requirement on their offer invoice when I have purchased the ticket! What this fraudulent entity (in my view) is doing is nothing but stalling and delaying their obligation the honor the contractual agreement we have had

Desired Settlement: I demand to be compensated for the full value of the loss I have sustained, per our agreement and according with the proof of value which was submitted to this company

Business Response:

We have reviewed *** ********’s complaint and we are responding accordingly.  In his complaint, *** ******** advised that he noted several items missing from his luggage as well as another item damaged.  *** ******** submitted a claim to our office seeking reimbursement of the cost of these items under the protection plan he purchased in conjunction with his airline ticket from ***********.   In his complaint, *** ******** contends that additional requests for verification have been made of him, with no requirement being listed in the original claim form or the plan itself.

 

Please note that both the plan description of coverage which was provided to *** ******** prior to and concurrent with his purchase, includes the requirement of verification of the loss from the appropriate party. 

 

Your duties in the Event of a Baggage/Personal Effects Loss:

In case of loss, theft or damage to Baggage and Personal Effects, you should: 1) immediately report the situation incident to the hotel manager, tour guide or representative, transportation official, local police or other local authorities and obtain their written report of your loss;... Submit claim first to party responsible, as well as your regular property insurer. Forward copies of the outcome of your claim to *** ******** with the appropriate documentation, including copies of receipts for the lost, stolen, or damaged articles, if available.

 

In addition, the claim form sent to *** ******** reiterates the request for written verification of the loss or damage from the airline as well as responses from the airline and his Home Owners or Rental coverage indicating the amount paid by each party for the loss.   Finally, we again reiterated the request for this documentation in our letter of April **, 2015 upon *** ********’s submission of his claim form to our office, on April **, 2015, without inclusion of such documentation. 

 

This information and documentation has not been submitted by *** ******** to date.   Upon his submission of this documentation, we will be able to continue our review his claim. 

 

Upon receipt of this documentation we will give *** ********’s claim our immediate attention.  We trust we have responded to the concerns raised in *** ********’s complaint. Should you have any additional questions, please feel free to contact us.  

Consumer Response: Thank you for taking the time to return a reply to me. This reply is completely unacceptable, nor is it truthful.

1) The on line advertisement to buy their service did not in any way include any on the information they have enclosed in their reply to you. It is a complete lie, which does not really surprises me as their entire conduct is highly questionable
2) The statement which claims that a home owner insurance should be contacted is in fact discriminatory in nature, as it clearly suggests that anyone who buys a policy from them has to have a "home owners insurance"...Or own a home to begin with...really? very interesting. This may be a clear violation of a federal law, as I personally had never heard such a "rule"

3) As for their statement that I "have to" contact the airline, I have submitted that I did contact the airline and they have not send me the required form to fill, although I have contacted them 3 times by phone. I can not force them to reply, I can only ask. Their lack of reply does not void my policy with this company, whom I have paid a fee to, for being protected.
The fact I have had this insurance policy in place made feel that the insurance company job is to do just the, as I was under the impression that this what I was charged a fee for. This is the insurance company job, not mine, otherwise, what else have they done in the past 8 weeks since this claim was filed ( to include taking their time for almost 3 weeks to email a claim form to me...)???? This is their job.
I am not employed by them. I have purchased their service and paid them a fee for it in order to be worry free ( per their advertised offer..) Should such misfortunate event was to take place...


I think is should be clear by now to the BBB that a company who has managed to "collect" so many complaints against them in the past 3 year alone, and I have no doubt that there are many more who have most likely gone unreported, that there is a bigger issue here. An issue which probably should be reported to the appropriate governing agencies who control such companies in order to protect future victims .



Therefore, I regretfully and respectfully denying their inaccurate, misleading statements made in their reply to me via the BBB.



Thanks again,

**** ********




 

5/15/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i cancelled the trip because my wife felt faint she is 77 years old and is under a doctors care i called air lines to cancel then called aon affinity told them i cancelled they sent me a form i filled it out sent it back i did not hear from them so i called them they said i needed a doctors note so i sent them one did not hear from them for two month so i called them they said that she did not go the next day to the doctor so they will not honor the claim.the note states she had that problem. thank you *** *********

Desired Settlement: refund

Business Response:

We have reviewed *** *********’s complaint and are responding accordingly.

 

Please note that *** ********* states she canceled her scheduled flight due to her own medical condition.  The plan *** ********* purchased does provide a cancellation due to a Sickness.   However, in order to qualify for reimbursement, the reason for cancellation must meet the plan requirements.   These requirements are as follows:

 

The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.

 

*** ********* purchased her airline ticket on February **, 2015 and cancelled it on March *, 2015 for a trip scheduled from March *, 2015 returning March **, 2015.   Accordingly, in order to qualify for coverage under the plan, *** ********* would have had to have been examined and treated by her physician at the time of his cancellation on March *, 2015, in accordance with the plan’s terms and conditions.  

 

However, based on the information received, *** ********* underwent no such examination or treatment at the time of her cancellation or while she was covered under the plan.  Rather, the information received indicates merely that *** ********* requested a note from her physician on April *, 2015 advising of her inability to travel in March, without having had undergone an examination or received any treatment from her doctor for such condition.  

 

As the information received confirms that *** ********* did not undergo any examination or receive any treatment from her physician at the time of her cancellation, her reason for cancellation does not meet the plan requirements and we are unable to consider her request for reimbursement. 

 

We trust that we have responded to the issues raised in *** *********’s complaint.  Should you have any additional questions, please feel free to contact our office.

5/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased aon travel insurance for a recent trip to Disneyland. My kids got sick on the last day of our trip so we decided to drive home instead of fly. I requested reimbursement for the flight home due to medical reasons as per the insurance. *** refuses to pay anything. They say that they would only pay if my children had seen a doctor. By the time we got home the doctor was closed and my kids were feeling better the next day so seeing our doctor wasn't necessary or reasonable.

Desired Settlement: I am requesting a check for the amount of $940 dollars which was the cost of the four return flight tickets.

Business Response:

We have reviewed *** ******’s complaint and are responding accordingly.  In his complaint, *** ****** disputes the denial of his and his family’s claim for Trip Interruption benefits.

 

Please note that the plan *** ****** purchased does provide reimbursement for a cancellation or interruption due to a medical condition.  However, in order to qualify for reimbursement under the plan, the medical condition causing the cancellation must meet certain criteria.   In particular, the illness necessitating cancellation or interruption must meet the following plan requirements:

 

1) your arrival on your Covered Vacation is delayed; or 2) you are unable to continue on your Covered Vacation after you have departed on your Covered Vacation. For item 1) above, the Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) for item 2) above, commence while you are on your Covered Vacation and your coverage is in effect under the plan; and c) for both items 1) and 2) above, require the examination and treatment by a Physician at the time the Covered Vacation is interrupted or delayed; and d) in the written opinion of the treating Physician, be so disabling as to delay your arrival on your Covered Vacation or to prevent you from continuing your Covered Vacation.

 

From the information provided, *** ******’s two children became ill on the last day of their trip. Rather than taking their scheduled flight, *** ****** rented a car and drove his family home.   He submitted a claim to our office requesting reimbursement of the unused portion of the family’s airfare.

 

However, based on the information received, *** ******’s children underwent no examination or treatment at the time of the interruption of their trip, as is required under the plan.  As such, the family’s reason for interruption did not meet the plan requirements and we were unable to consider their request for reimbursement. 

 

Further, please note that, even if the ****** children had undergone an examination and received treatment at the time of the interruption of their scheduled travel plans, the plan does not provide reimbursement for unused airline tickets.   Rather, the plan covers only additional transportation expenses incurred to return home or catch up to the original travel arrangements.   Accordingly, we would have been unable to consider the ******s’ request for reimbursement of their original, unused airline tickets on this basis as well.  The most that could have been considered under this plan would have been the cost of the rental vehicle to return the family home.

 

We trust that we have responded to the issues raised in *** ******’s complaint.  Should you have any additional questions, please feel free to contact our office.

 

Consumer Response: Better Business Bureau:

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]

 I am deeply disturbed by the Berkely Group's response to my complaint, particularly over the fact that they would never have reimbursed the air travel regardless of how well we met their unreasonably strict and confusing criteria. This is also directly contrary to what a Berkely group employee ***** - reference number ******* and what a *********** employee told me whose name is ****** *****.  ****** went as far as to offer me partial compensation over the phone for my tickets but encouraged me to submit a claim with Berkely group as he was confident that I would receive full compensation by Berkely.  Furthermore no one said that my claim would not be considered if my children did not immediately receive medical attention.  My children have special needs and they do not do well with unfamiliar doctors.  I had every intention of bringing them in to our Pediatrcian but by the next day they were doing substantially better. If this travel insurance doesn't even cover the cost of a flight when you get sick what is the point of having it?  Why would ****** and ***** both mislead me? Why did I even bother submitting a claim in the first place if no one was going to even consider it as Berkely group says.  I was deceived by Berkely group and *********** and feel I am entitled to compensation.  The plane tickets were about $1000 one way for four people for a very short flight.  I am sure that these were full fair tickets or close to it and that any reputable airline would have offered some compensation if not a full refund.  I am certain that either Berkely group or *********** received some refund for these canceled tickets which they have yet to reimburse me for. Berkely group is clearly utilizing deceptive business practices and misleading consumers.  I haven't been able to find a single website online that gives Berkely group more than a few stars out ten.  I was not the first to be unfairly treated by them and I'm sure I won't be the last.  People need to know the truth about this company.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

5/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a trip through ***** ********* for a trip to Costa Rica for March ****** I was unable to land in Costa Rica due to volcanic activity there. I never made it to my final destination and *** has only reimbursed me $188 for the trip. This trip interruption is of no fault of mine and I believe I deserve a full refund. *** considers my experience a "partial trip." Considering I never made it to my destination this seems unreasonable. Requesting a full refund.

Desired Settlement: Refund for trip to Costa Rica

Business Response:

We have reviewed *** ******’s complaint regarding the denial of her and her companion’s claim for Trip Interruption due to the airline’s inability to land at the scheduled destination as a result of volcanic conditions on Costa Rica.  Please note that we did approve *** ****** and her companion’s claim for coverage and provided payment in accordance with the terms and conditions of the plan – namely providing reimbursement of their unused land travel arrangements.   The plan also provides coverage for any additional transportation expenses incurred to either catch the traveler up to their scheduled destination or return home.  However, based on the information received, *** ****** and her companion did not in fact incur any such additional transportation expenses.   Rather, as per *** ******’s complaint, the insureds were requesting reimbursement of their full trip cost, including the cost of the airfare that was used for their flights to and from Panama.   Please note that original used and/or unused airfare is not a covered benefit under the terms of the plan and therefore, we were unable to comply with *** ******’s request.

 

However, we have considered the full circumstances of the pair’s trip and we have agreed to make a business consideration and provide them with the requested reimbursement of their original used and/or unused airline tickets.   Accordingly, an additional payment in the amount of $509.43 per person is being sent to *** ****** and her companion under separate cover.   This amount, together with the original payment provided of $188.93 per person, represents the full trip cost for the pair’s booking.

 

We trust that we have sufficiently responded to the concerns contained in *** ******’s complaint and are pleased we have been able to bring a satisfying close to this matter.    Should you have any additional questions, please feel free to contact our office.

 

4/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On January ***, 2015 I placed a hotel reservation on ************* for ******* *** ****** in ******, ** for January **** (check-in) to January **** (check-out). I had a job scheduled in **********, ** on the night of the **** & a job scheduled in ******, ** early the next morning on the ****. I live in ********, ** which is why I made the reservation, as it would have taken a lot of time & gas to drive to and from home and both jobs. The ********** job was cancelled by the scheduler, so I no longer needed the reservation. When I placed this reservation, I paid an extra $5 through ********* for what was stated as "Trip Protection" from Berkely Group, knowing that sometimes these on-site jobs often get cancelled last minute. I reviewed Berkely's policy on their requirements for a refund prior to placing the reservation, and one of the requirements was "a note from an employer" explaining why the reservation had to be cancelled. When I found out that the job was cancelled (which was on January ****) I immediately contacted ********* & Berkely Group to explain the situation and file a claim to receive a refund for my reservation. I received a claim form from Berkely and contacted the scheduler for the **********, ** job to provide proof of the cancellation. I sent the claim in right away, along with the note from my employer. On February ***, 2015 I received a letter from ******** ********* ********* ***. (whom work under Berkely Group) informing me that my reason for cancellation was not covered under their protection plan, and therefore they could not send me a refund. I find that their service was highly misrepresented and they were not willing to reason with me when I rightfully tried to get my money back.

Desired Settlement: I would like $62.08 back, as this was my total charge for the reservation, trip insurance, and tax

Business Response:

We have reviewed *** ******’s complaint regarding the denial of her claim for Trip Cancellation benefits and are responding accordingly.  

 

Please note that the plan *** ****** purchased provides reimbursement for cancellations due to certain specified reasons, both medical and non-medical.   However, should an individual’s reason for cancellation not be amongst those specified in the plan, we would be unable to consider their request for reimbursement.

 

*** ****** canceled her hotel booking when one of her one-day job assignments, which required her overnight stay for commuting purposes, was canceled, thus negating her need for the overnight stay.  Therefore, she cancelled the booking and submitted a claim to our office for reimbursement of that hotel charge.

 

*** ****** has submitted her claim to our office on the basis that the cancellation of one of her one-day job assignments constitutes a “termination of employment or lay-off”, under the plan.   Please note that the plan *** ****** purchased does indeed afford an insured coverage for a cancellation due to the following:

...e. your involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your control. You must have been continuously employed with the same employer for 3 years prior to the termination or layoff. This provision is not applicable to temporary employment, independent contractors or self-employed persons;

 

However, please understand that *** ******’s situation does not fall under this coverage.   More particularly, the cancellation of one of *** ******’s one-day assignments was neither a termination of employment nor a layoff.   Rather, *** ****** is still employed with the same company, the company from whom she receives these one- or multi-day outside assignments.   As such, the cancellation of *** ******’s one-day assignment does not qualify her for coverage under the plan as a termination or layoff.  Further, please note that, as the assignment in question was a short-term, temporary assignment, its cancellation would also not have qualified *** ****** for coverage as the coverage does not extend to temporary employment. 

 

As *** ****** notes in her complaint, she reviewed the plan prior to purchasing it.   Please understand that the complete plan, including the coverage terms and conditions listed above, are provided to each prospective insured prior to their purchase of the plan.  Further, in order to finalize the purchase of the plan, they must initial their agreement with such terms and conditions. 

 

Based on the above, we are unable to consider *** ******’s cancelled one-day, temporary assignment as a covered reason for Trip Cancellation under the Plan and no reimbursement shall be forthcoming.

 

We trust that we have responded to the items raised in *** ******’s complaint and appreciate this opportunity to provide further clarification regarding the basis for the denial of her claim.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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]

 I feel that the service provided by Berkely Group was highly misleading and the very few situations that the "insurance" covers should be included in an obvious disclaimer to the buyer when purchasing. I did not use my hotel stay and I spent extra money to make sure that it would be refundable in case that happened. I still feel that I was cheated out of my money and deserve a refund.

Thank you

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

4/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance via my travel agent for a Carnival Liberty cruise vacation to be taken from 2/**/15 through 3/*/15 departing from Port Canaveral, FL.My flight from Washington, DC was cancelled on February ** by Southwest Airlines due to ice and snow conditions. I contacted my travel agent and I received forms via e-mail from Aon Affinity for completion. I promptly completed the form, provided very clear documentation from Southwest Airlines and mailed the forms back to the travel Aon Affinity. I have contacted them twice, the last time being on or about April *, 2015 and was advised that my claim was till being investigated. I completed their form as they asked and gave them documentation from Southwest Airlines which also showed they were processing a refund for my airfare which I received within the same week of my flight cancellation. How much more investigation is required???

Desired Settlement: A prompt refund of my cruise payment of $536.74

Business Response:

We have reviewed *** **********s complaint regarding the processing of her claim Trip Cancellation benefits.  We are providing our response accordingly. 

 

We received *** **********s completed claim form and reviewed it for eligibility of coverage under the terms and conditions of the protection plan purchased.  We did confirm that *** **********s reason for cancellation did fall within the plan’s specified reasons and she was eligible for coverage.  We then contacted the tour operator to confirm the amount of the penalty assessed on *** **********s cancellation and any refunds provided to her by the tour operator directly.  

 

I am pleased to advise that we did receive this information and *** **********s claim has been set up for payment.   Note, a total penalty in the amount of $767.00 was assessed on *** ********* and her traveling partners’ booking.  *** ********* and one of her two traveling companions cancelled, while the third traveler did continue on the trip as planned.  Accordingly, we have provided payment to *** ********* in the amount of $383.50, one half of the penalty assessed on the two cancellations on this booking.  This payment has been sent to *** ********* under separate cover.  

 

As payment has been provided, we have closed this matter. 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.

 

4/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a "Claim" wih this Travel Insurance Company on FEB**, 2015 for t Trip Cancellation Refund, and filled out and mailed all required forms they told me to send to them. On March *** I received correspondance saying they had requested further information from my Primary physican, and had sent her forms She had to fill out and return... As of April ****( 5 weeks later)... my Primary Phyisican's office has recieved NOTHING from this outfit by Mail or Fax,.and I verifed addresses and fax numbers with both Berkely and my Phyisicans office. I Called Berkely and asked them to FAX the required forms AGAIN on April **** as well....on April **** My Physcians office has STILL recieved nothing...... I am stuck... they wont process my claim without these forms they send to my Phyisican....yet they dont seem to get them sent...it has been almost 6 weeks...

Desired Settlement: Pay my CLAIM.....

Consumer Response: Better Business Bureau:

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,

******* ******



 

4/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon purchasing insurance for a cruise, I was told to get insurance and if for any reason, I needed to cancel, I would not have a problem getting my refund. "I was told by the agent."When I submitted the claims through they were denied.Upon speaking with ******* and the cruise line ***** ********* Cruise, I was never offered another date or a solution to resolve the issue on recouping my monies for the cruise.In addition, I did not have any problems with ***** Airlines, which was booked separate from *******.The insurance does not keep its promises on "REFUNDS"!

Desired Settlement: A full refund or a full credit for a future. Cruise.

Business Response:

We have reviewed *** *********’s complaint and we are responding accordingly.  *** ********* and her traveling companion had a scheduling conflict with the travel dates and therefore needed to cancel their planned trip. 

 

Unfortunately, *** ********* and her traveling companion’s reason for cancellation is not one covered under the plan.   Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan.   However, a scheduling conflict is not one such specified reason.   As such, we are unable to consider their request for reimbursement.

 

Please note that the plan in its entirety is available on *******.com’s website for review at any time.  Further, the confirmation provided to *** ********* and her traveling companion contains a link to the plan, including the specified reasons for cancellation as well as the contact information for our office for any questions regarding the plan.

 

While we understand *** ********* and her traveling companion’s disappointment at the outcome of their 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.  

Consumer Response: Better Business Bureau:

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:

 
According to the response, they did not explain the situation.  The reason for cancellation had nothing to do with conflicting schedule, my companion is the clergy of a Church, the day before oie departure, he was notified of a death in his congregation, after the cancelation,  neither company would allpw is to reschedule our trip.  Within the time period of our trip, he had 12 deaths and he eulogized the funerals for his members on the congregation.   What happens when other professions had to cancel at a moments notice i.e, doctors, lawyers, surgeons, judges etc.  What rule would apply without penalty and reassurance they will be able to travelat a later date?  Things happen and if the rule applies to certain people then others are discriminated and penalized; an injustice have been done. 
* ********* 




 

Business Response:

We have reviewed *** *********’s remarks to our response and we welcome this opportunity to further clarify our position.

 

*** ********* advises in her remarks that we are confused with regard to the basis of her and her companion’s reason for cancellation, noting it was not a scheduling conflict but rather due to a death in his congregation and his need to attend to the congregation’s needs.  

 

Please note, when the claim was originally submitted, ****** ********* indicated that he learned of the death of a congregant and, as his Associate Pastor, the only other one able to handle the situation in his absence, was unavailable, he felt the need to cancel the trip to attend to his congregants.  If *** ********* felt our noting the situation as simply a scheduling conflict seemed too limiting, we apologize.   However, please be assured that we are fully cognizant of the reason behind the decision to cancel the planned trip.   Further, while we certainly can appreciate the decision ****** ********* made, please understand that such reason for cancellation is not one covered under this plan.

 

Please allow us to confirm to you that the specified reasons contained in the plan apply to any individual purchasing said plan.  There is no variation in the terms of the plan based on the profession of the individual traveler.

 

As *** ********* and ****** ********* cancelled their travel plans so ****** ********* could remain at home to attend to his congregation, and such reason is not one specified in the plan, we are unable to consider their request for a refund.  

 

We hope this shall provide additional clarification regarding the basis under which this claim was adjudicated.  Should you have any additional questions, please feel free to contact our office.

 

 

Consumer Response: Better Business Bureau:

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:

Complaint # ********
 
To Whom It May Concern,
 
Closing out this complaint is not right.  According to ******* from the insurance company, she mentioned, "the other pastor doing the funeral."  According to the letter, in the letter, the associate minister was hospitalized during that time frame.  *** ********* was the only one to eulogized the funeral.
 
v/r
 
***** ** *********

 * * 

 

 






 

4/13/2015 Problems with Product/Service | Complaint Details Unavailable
4/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an airline ticket from ************* and bought insurance for about $17.00 from Aon Affinity so if I had to cancel my flight that I could get my money back. I unfortunately had to cancel do to personal reasons, nor should it matter what the reason is. I called and they said I lose my money because I do not fit into the category to get my money back which I did not know there was one. I would have to die, get into a massive car wreck on the way to the airport or have jury duty. I luckily do not fall into these categories so I lose my money they said. It is morally wrong and indecent to run a business like this. There is no reason for this insurance company to exist because obviously if someone dies or gets into a wreck on the way to the airport they will not make the flight and if they die they won't need their money back. I am furious and want my refund and want you to know what kind of scam they are running. It isn't insurance it is FRAUD.

Desired Settlement: I would like to get my $220 dollars back for the flight and insurance that I paid for. I am not asking for anything additional. I just want to be treated with respect and get what I deserve.

Business Response:

We have reviewed *** *********s complaint and we are responding accordingly.  Please note that, though *** ******** did contact our office regarding his need to cancel his scheduled flight for personal reasons, when advised that there were specified reasons for cancellation under the plan that made one eligible for reimbursement, *** ******** refused to provide more information and chose not to initiate the claim.

 

Please 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 submitted.

 

Please 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 *** *********s 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. 

Consumer Response: Better Business Bureau:

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,

**** ********



 

4/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase an airline ticket to go see my husband who is on active duty stationed in Korea. unfortunate my son developed a fever the night before my early morning trip. I called the company Berkeley as well as the airline to let them know what was going on. I was instructed by both Belerky and the ****** to filed an insurance claim. Which I did on Dec **. It is now Mar ** and I have yet to received any correspondence. I call the 800 number periodically to get an update since I was told that the claim processing time takes up to ten weeks. Automatic system has never updated passed my claim was received on Dec ** . Today when I got though to a customer service rep the claim I was sent a request for more information on Jan * which is not true. If that statement was true, why do I not have the request nor is the request stated when I request for information though the automatic system. I'm an appalled at the carelessness of the company and the unwillingness to take care of the very customers who defense the freedom to rip people off and call it insurance. I will also be file this complaint we my local jag office as I do not feel that this is a company that service members and their family should be allowed to deal with. I purchase insurance to protect myself from a loss instead I endure double billing as I had to purchase another ticket to see my husband with being reimbursed for the first ticket. There is no mother that is going to leave their ill child for a pleasure trip just because and insurance company refused to do the job.

Desired Settlement: I would like my refund for the flight that I had to miss due to my son's fever.

Business Response:

We have reviewed *** *****’ complaint and we are responding accordingly.  In her complaint, *** ***** explains that she had to cancel her travel plans due to the medical condition of her young son.   However, *** ***** did not provide any medical verification of such illness and treatment, as is required under the Plan. 

 

Please understand that in order to qualify for coverage under the plan for a cancellation as a result of a medical condition, the insured must submit verification of the examination and treatment of the patient at the time of the cancellation.   Such verification was not provided by *** ***** with her claim form submission.   Accordingly, we sent correspondence to her on January *, 2015, requesting she provide such documentation.   To date, no such documentation has been submitted.

 

However, concurrent with receipt of this complaint, *** ***** did advise the claims personnel reviewing her claim that she will obtain such documentation from her son’s physician and submit same to us for review.   Upon receipt of this documentation, we will give *** *****’ claim our immediate attention. 

 

We look forward to the opportunity to continue our review of *** *****’ claim.   Though please understand that, until such documentation is received, we will be unable to make a determination of her eligibility for reimbursement under the plan.

 

Should you have any additional questions regarding this matter, please feel free to contact our office.

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As soon as I found out that my husband & I (both travelers on this trip) were becoming evicted from our home, I called Berkely to discuss a cancellation of our two airline tickets. This was insurance I purchased to cover our ************* tickets & trip. I was advised that 'being homeless' may not qualify, but that we can fill out the forms and see what happens. The representative, after some brief holds to do research, explained to me that most likely we would not receive any money back. You would think that being HOMELESS would qualify under a category similar to Personal or Natural Disaster. If you lose your home due to fire, hurricane or the like, you receive a trip refund, BUT if you lose your home entirely due to unforeseen financial disaster, THAT doesn't count? That does not make any sense. My husband & I have to support and house a 15 year old and a 32 year old Autistic son as well, now going into being in a homeless situation. Would taking a holiday make sense, let alone even be fathomable at this point? I am very disappointed in Berkely Insurance, and plan to NOT ever use them again unless there is some type of decent remedy sent our way.

Desired Settlement: I would consider using Berkely in the future IF they provided us with a full trip refund as the policy claims they would. Otherwise, we will never use them again and I will advise my clients and friends to not use them either. Thank you.

Consumer Response: Better Business Bureau:

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,

********* ******



 

3/18/2015 Problems with Product/Service | Complaint Details Unavailable
3/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Berkley insurance has very faulty manor and tedious process with my refund of cancellation with travel insurance. My trip was for November **** 2014. First, I submitted the forms to received the refund for the flights after having to cancel the booking. I received the forms on 09/**/14 I submitted it to Berkley claims department with proper documentation and even a letter from my employer to prove I needed to cancel. Apparently, that wasn't a good enough reason to cancel ahead of time (even though it's part of the reasons they list). Received response on 10/**/14. I submitted documentation once again stating I was sick prior and during the time of what would've been the trip. I submitted those forms and finally I received refund approval notice. Instead of submitting the refund check under MY name , and my name only, since I was the one who purchased the tickets, and I purchased the travel insurance, I received the other $300 check in the other travelers name. I called Berkley to let them know to please cancel that check and send me again with MY name since I am the ONLY one who spent and wasted money on this trip. They said they would talk to their supervisory or whatnot. Then she came back and said unfortunately due to their process and whatever they are not able to do that since both parties are insured, the refund check goes to each individual passenger. This is the most preposterous and most illegitimate, and I don't even know how else and what else to say that this was complete faulty process of the way they handled things. I told the representative there is absolutely NO WAY for me to get a hold of her to get that refund check, there is no communication and as if she fell from the planet earth. HOW is this right, or just that the travel insurance won't even make an exception due to those GRAVE circumstances. WHAT if the other person died and the check in under their name...I was never going to get the $ that IS mine, they are holding MY money. I will go to the BBB and write this negative complaint and all of this about that travel insurance. There is nothing worse then when a bad company like that decides to do something that doesn't even make sense because I AM the one who paid for it. THE RULE ALWAYS IS: give back the money to the person who PAID for it!!!!!!!!! Words can't even describe how angry I am. I will dispute this and take further action. I am not about to have *********** and Berkley keep my money for no legitimate reason!! Travel insurance companies like this are a scam. Customer service was no help either nor was the supervisory whoever handled my case. I hope this case brings this to your attention whoever is reading this to stay please stay away from this insurance. I will no longer be using *********** and I will never even think of using Berkley Travel insurance and make sure no one deals with them either.

Desired Settlement: It is My right to received my money in MY name in the check. There should be no rule or anything otherwise against that. It is what I deserve.

Business Response:

We have reviewed *** ******’s complaint regarding the claim payments made on her and her traveling companion’s claim.   Please understand that payment on this claim was made to both *** ****** and her traveling companion individually as each had a protection plan purchased insuring their travel expenses.   However, concurrent with this complaint, *** ****** had requested that we reissue her companion’s claim payment to herself as she made payment for her companion’s travel expenses.  As we’ve received no objection to this request from the traveling companion, and as *** ****** provided sufficient documentation confirming her contention regarding payment of the travel expenses, we have made a consideration to provide her companion’s payment to *** ****** directly as reimbursement of the travel costs *** ****** had paid on her behalf.

 

Accordingly, payment was sent to *** ****** on February **, 2015 in the amount of $293.00.   As this satisfies *** ******’s request we trust this shall conclude this matter.   Should you have any additional questions, please feel free to contact our office.

2/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a cruise on Carnival (*******) on 10/**/14. They gladly took my deposit of $540 and talked me into buying "their" insurance - which is Berkely Care. These two companies are in cahoots together to screw customer's out of money. Carnival says to buy their insurance so if you cancel you can get your money back. Berkely doesn't do a damn thing except give you the run around. I cancelled my cruise two weeks after booking it and cannot get ANY money back. Really? That is ridiculous. People change their minds and things come up - that why insurance is bought!! Both companies are fraudulent.

Desired Settlement: I can understand that "insurance" might have a penalty of $100 - which is fine. But honestly, I feel for the hassle and the deceipt, I should be given my full deposit of $540 back.

Business Response:

We have reviewed *** ****’s complaint and we are responding accordingly.  In her complaint, *** **** advised that after booking the trip, she and her traveling companion found out they would be incurring substantial veterinary bills and felt they could no longer proceed with their vacation plans.

 

Unfortunately, *** **** and her traveling companion’s reason for cancellation is not one covered under the plan.   Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan.   However, unexpected financial concerns is not one such specified reason.   As such, we are unable to consider their request for reimbursement.

 

While we certainly understand *** **** and her traveling companion’s decision to cancel their plans, as well as their disappointment at the outcome of their request for reimbursement, we must consider each claim under the terms and conditions of the plan purchased.   We hope this has provided further understanding of the determination made on *** ****’s claim.   Should you have any additional questions, please feel free to contact our office.

2/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a trip through ****************** including the "cancel for any reason" insurance enhancement through Aon Affinity. I had already paid $581 when I decided to cancel the trip. After submitting a claim through Aon I have only received $162.79 back. I feel I am being cheated and would like a total refund. This amount is basically what I paid for the enhanced insurance and I would have done better changing the dates.

Desired Settlement: I want all of my money back or to cancel the claim and be given a voucher for the full amount paid.Thank you

Business Response:

We have reviewed *** ******’s complaint regarding the claim payments made on her claim.   Please understand that when *** ****** initiated her claim, she did so without requesting a claim on behalf of her traveling companion.   As such, only a claim for *** ****** was initiated and paid.   Following receipt of this complaint, we did reach out to *** ****** to determine the basis of her contention.   We have confirmed that *** ******’s travel companion also cancelled her travel plans.  As such, we are working with *** ****** to have her traveling companion submit a claim on her own behalf.  Once we are in receipt of the completed claim form from the companion, we will be happy to finalize her claim as well.

 

We trust this shall address the concerns raised in *** ******’s complaint.  As we are currently working with *** ****** and her companion on the finalization of the outstanding claim, we presume this shall conclude this matter.   Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

****** ******



 

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for a cruise with **** in the total amount of $13,588.96. The trip was cancelled due to my URENTLY needed care and I filed for refund with Berkeley Claim Number #********** Less amount of non-refundable airfare and travel insurance the total owed me is: $7,255.10

Desired Settlement: Berkely & **** honor their commitment

1/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September *, 2014 I purchased airline tickets from ******* and travel insurance (*** ********) for myself and my sister, ****** *********, to travel on October *, 2014. On September **, 2014 my sister suffered a ***** ******** and we could not travel. I contacted ******* and they provided me with information on how to file my claim for a refund, which included providing documentation from the hospital treating my sister. I submitted all requested information; I followed up on December ***, and was told it would be raised to a "tier two" - requiring me to submit the information to another address & fax number. I complied, and sent my request via fax on two more occasions and did not receive a refund. I did some research on the number which led me to the AON business and contacted them directly. I was given a new address/fax/e-mail, and I forwarded all of the documentation again (via fax and e-mail). I received an e-mail saying that I did not complete claim forms, but they did not include one with the e-mail. I responded that I have complied with all requests and continue to be re-directed again and again, etc.. When I spoke with someone on the phone they clearly had all of the information, knew my sister's name, and even provided me with a reference and claim number (**********). I have been re-directed so many times that I feel that this company is deliberately avoiding payment. I had paid a total of $606.40 plus travel insurance in the amount of $42.00.

Desired Settlement: That AON honor its contract/agreement and promptly refund the airline expenses that I had paid

Business Response:

We have reviewed *** *******’s complaint and we are responding accordingly.  In her complaint *** ******* indicates that she initiated a claim with us for her and her sister’s cancellation.   She further states that since that time she has submitted the requested information to our office numerous times, with additional information being requested each time, and various email addresses provided to which to submit such information.   Please note that following *** *******’s claim initiation on September **, 2014, the first submission of documentation received from *** ******* was received by us on January *, 2015.   This documentation included copies of the emailed correspondence *** ******* had been engaged in with *********** directly,  not with our office.   Accordingly, it appears that *** ******* erroneously believed she had submitted the claim under the travel protection plan to our office when in fact she had been working with ***********.

 

We have reviewed the items *** ******* submitted to us on January *, 2015.   While the claim form we had sent to *** ******* and *** ********* on September **, 2014 for completion was not included with the items *** ******* forwarded, sufficient medical documentation has been provided so as to allow us to finalize the claim at issue. 

 

Accordingly, we are currently providing payment to *** ******* and *** *********, in the amount of $303.20 per person, under separate cover.   Such payment represents the cancellation penalty applied on their cancelled airline tickets.

 

We are pleased we were able to finalize *** ******* and her sister’s claim and trust this matter is now concluded.  Should you have any further questions, please feel free to contact us.  

Consumer Response: Better Business Bureau:

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, upon receipt of the payment agreed to in the response by the business.

Sincerely,

***** *******



 

1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance. I need to cancel because I lost my job. Because I had not been working for my job longer than 3 years they would not let me cancel the trip. Basically, they said I would just lose the money for the flight. I mean if I don't have a job how can I afford to leave the country. I explained this to a ******* by the name of ***** and he was not helpful. I purchased travel insurance in the even of something happening. So I lost the flight's money and the money I paid for a service that could not help me.

Desired Settlement: I would like my request to be honored. I have lost a lot already. I was looking forward to my travels then I lost my job. I thought buying the insurance would help but it actually was not worth it.

Business Response:

We have reviewed *** ******’s complaint and we are responding accordingly.  Please note that *** ****** did not initiate a claim with our office.   While *** ****** did contact our office on or about January *, 2015 to begin a claim for trip cancellation due to her job loss, she did not complete the initiation process.   Rather, upon being advised of the specified reasons for cancellation under the plan, in particular the coverage afforded for a cancelation as a result of a job loss of the traveler, provided the traveler was employed by such employer for a minimum of three years prior to such termination, *** ****** did not proceed with the claim initiation as she did not meet the three year requirement.

 

While we certainly understand *** ******’s position, the plan language clearly states that three years of employment are required to be eligible for coverage.  Further, please understand that a complete copy of the plan was provided to *** ****** prior to and concurrent with her purchase of the plan, and such terms must be accepted in order to complete said purchase. 

 

Though no claim has been initiated to date, should *** ****** wish to do so, she can contact our office and we would be more than happy to review any additional information she wishes to submit.   However, based on the information received to date, at this time we would be unable to consider her request for reimbursement. 

 

We trust that we have responded to the concerns in *** ******’s complaint.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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:

I have not filed a complaint because I was told that I could not do so. The business in question response to why they will not reimburse me is based off their response to saying that I could not file a complaint since I had not been employed with my employer for three years.

This response is in adequate and a resolution of greater portion must happen. I will accept compromising with the reimbursement.

Additioally, these companies have not heart when dealing with human beings. I have lost my job and would like to use that money for matters that have seriously affected myself due to job loss. Furthermore, this entire matter has greatly stressd me out for numerous reasons, one for not being able to attend a trip I had planned and two for not being reimbursed when I clearly purchased travel insurance.

Cordially,

******* ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

1/26/2015 Problems with Product/Service | Complaint Details Unavailable
1/16/2015 Problems with Product/Service
1/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My mother became very ill. I live in Texas and she lived in Florida requiring me to fly back and forth to see to her needs. I purchased my ticket through Travelocity buying the additional flight protection insurance coverage for unavoidable itinerary changes. On or about the *** of September while in ***** ********** it became necessary for me to change my flight. I of course put in a claim for the amount which is $140.00. The actual insurance company, AON Affinity Insurance, asked for my itinerary, a doctor’s note – let me say this again – a doctor’s note and my mother’s death certificate (she passed on 9/**). After a rather tortured process I gave them the itinerary and death certificate explaining to them that no doctor’s note is available because we are in litigation with the doctor. I have told them this on numerous occasions. They still refuse to process the claim. They didn’t even process the death certificate into the system for nearly a month after receiving it. This all appears to all be a complete stall job and scam. At no time during the ticketing process was I made aware that the flight protection insurance was subject to a level of scrutiny that is far beyond what one would consider reasonable. Personally, I have never seen such nonsense from a reputable company. Purchased through Travelocity - Do NOT be scammed and by the additional flight protection insurance. Thank you for your time and consideration. Kind Regards

Desired Settlement: I would like my $140.00

Business Response:

We have reviewed *** ******’s complaint regarding his claim for Trip Interruption reimbursement which he had filed with our office.  Based on the information received, *** ****** delayed his return home due to his mother’s medical condition at the time of his scheduled return.   However, in his initial claim submission, *** ****** provided no medical verification of such condition, nor any receipts for additional travel expenses incurred due to his delayed return.   Therefore, we sent *** ****** correspondence requesting the Attending Physician Statement on the claim form be completed and a copy of his credit card receipt be submitted.   In response, *** ****** submitted his late mother’s death certificate, which indicated that his mother had passed some two weeks after the interruption of his trip.   While we were very sorry to hear of **** ******’s passing, unfortunately, this documentation did not confirm her medical condition at the time he had extended his trip.   As such, we did request he provide us with this information to allow us to finalize his claim.

 

Upon receipt of this complaint we again reviewed *** ******’s claim.   While the information provided to date does not confirm **** ******’s illness at the time of *** ******’s trip interruption, we have agreed to make a consideration and make payment based on the information contained on the death certificate.   However, as we still have not received receipts for any of the additional flight expenses *** ****** incurred for his new return flight, we have reached out to him several times to request he provide same.   To date, we have been unsuccessful in speaking with *** ****** and have sent him correspondence requesting same.  Accordingly, upon submission of the receipt for his additional airline expense, we will be happy to finalize *** ******’s claim.  

 

We trust that we have adequately responded to the concerns raised in *** ******’s complaint.  Should you have any additional questions, please feel free to contact our office.

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased insurance with *** ********|Berkely Travel that was supposed to cover refunding price of plane ticket should I be unable to travel due to medical condition or death (my own or a family member). I am disabled, and the reality of having a medical emergency is quite high, which is why the insurance was purchased. They asked for documentation from my physician including authorization to the entirety of my medical records, which my physician thought was an unreasonable, terrible request from them - still, I signed it because I needed to recover the cost of the ticket. With all of my records at their disposal, they chose to second-guess the physicians who had actually examined and treated me. So, I asked for the name of their psychic physician who thought s/he could better decide that I was able to travel than my own physicians. They responded again, without providing that information and I persisted. Then, they said that a physician did not review my records, office personnel did. I don't believe their non-licensed non-medical personnel have any right to override my physicians and this insurance is simply a scam. Please, help me recover what they were contracted to deliver - a refund of my plane ticket.

Desired Settlement: I want to recover $681.00 - the cost of the unused plane ticket. Claim #************** for Ticket #*************

Business Response:

We have reviewed *** ******’s complaint and are responding accordingly.  In her complaint, *** ****** disputes the denial of her claim, including the qualifications of the individual who reviewed her claim submission.

 

Please note that the plan *** ****** purchased does provide reimbursement for a cancellation due to a medical condition.  However, in order to qualify for reimbursement under the plan, the medical condition causing the cancellation must meet certain criteria.   In particular, the illness necessitating cancellation must meet the following plan requirements:

 

The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.

 

*** ****** booked her trip and protection plan on October *, 2013 for a trip on October **, 2013, returning October **, 2013.  Accordingly, in order to qualify for consideration, the condition would have had to commence after October *, 2013 and *** ****** would have had to have been examined and treated by her physician at the time of her cancellation on or about October *, 2013. 

 

However, based on the information received, *** ****** underwent no such examination or treatment at the time of her cancellation nor while she was covered under the plan.  Rather, the information submitted by her physician indicated this was a condition which began while *** ****** was in her 30s and the only noted examination or treatment indicated by *** ******’s physician was on October **, 2013, the day *** ****** had her physician complete this statement and some nine days after her cancellation of the trip.  

 

As the information received to date indicates that *** ****** did not undergo any examination or receive any treatment from a physician for this condition at the time of her cancellation, her reason for cancellation did not meet the plan requirements and we were unable to consider her request for reimbursement. 

 

However, should *** ****** wish to afford us the opportunity to obtain additional medical information from her physician regarding the medical condition necessitating her cancellation, we would ask that she kindly sign and return the attached Authorization for Release of Medical Information.   Please be assured that only medical information for the relevant dates pertaining to her cancellation would be requested.   Unfortunately, until we are able to consider any additional medical documentation from *** ******’s physician regarding her reason for cancellation, we will be unable to reconsider our position. 

 

We trust that we have responded to the issues raised in *** ******’s complaint.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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:

My complaint has not been resolved because they have not refunded the cost of my plane ticket. Their response demonstrates clearly why I challenged the credentials of the employee making a decision about my medical condition and the justification for denial based on a pre-existing condition without the presence of a pre-existing rider in the policy. My ********** ********* was diagnosed at age seven and any qualified physician would know that a ************** patient with ******** ********** ********* has an ****** ****** ******* that can attack any place in the body at any time, but can also have long periods of remission. A ************** would know that a patient who has dealt with this for over fifty years would know how to treat a flare-up and only need to see the doctor if the usual methods did not bring things under control. This particular flare-up was not resolved within a few days, I saw the doctor, went through months of physical therapy and treatments, and saw an ********** ********** for what was billed as a minor surgical procedure before it was completely resolved in May. To be clearer, I, someone who is used to living with chronic pain, was in excruciating pain for seven months, with a locked shoulder much of that time that would have made traveling miserable and lifting a bag into an overhead compartment impossible.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response:

We have reviewed *** ******** further comments following our reply.   Please understand that the plan is very clear in the requirements for a cancellation due to a Sickness.   As previously advised, a cancellation due to an illness must meet the following plan requirements:

 

The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.

 

To date, there has been no documentation submitted by *** ****** or her physician indicating that she did in fact undergo an examination and treatment, as required under the plan, for the flare up she indicates she suffered prompting her cancellation.   As also previously advised, in order for us to further review *** ******** claim, we will need such documentation of an examination and treatment at the time of her cancellation. To that end, should *** ****** like us to request such documentation from her physician, we request she sign and return the Authorization for Release of Medical Information attached with our prior response.  Once received, we will contact *** ******** physician to obtain the needed documentation regarding her medical condition.  

 

However, until we receive documentation confirming *** ****** underwent an examination and treatment at the time of her cancelation, we will be unable to consider her request for reimbursement.   Should you have any additional questions, please do not hesitate to contact us.

Consumer Response: Better Business Bureau:

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:

My illness meets all of their stated criteria. Apparently, they asked for me to authorize release of records but didn't bother to contact the list of doctors I provided. And, they still do not state what medical specialist reviewed those records and decided that s/he was better able to determine my condition that the list of doctors who treated me. This is beyond frustrating and angering.

****** ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August **** I purchased and air line ticket through price line with the travel protection from berkley insurance company and i purchased the travel protection plan. well i was unable to travel and cancelled my trip because of illness and sent in my the cancellation papers with my dr's information. i received a lett er from AON stating that i would not get a refund. The reasons they gave were all due to post travel cancellation. This is what it states in the notice that I have. Pre-Departure Trip Cancellation Benefits The Insurer will reimburse you, up to the amount in the Schedule for the amount of prepaid, non-refundable, and unused Payments or Deposits that you paid for your Covered Trip. The letter they sent me gave reasons for post travel cancellations. Please help me.. I am out of the cost of my trip and travel insurance that they will not honor

Desired Settlement: I would like to be reimbursed for the air line ticket and the cost of the insurance.

Business Response:

We have reviewed *** ******’s complaint and are responding accordingly.  In her complaint, *** ****** disputes the denial of her claim, stating that she canceled her scheduled flight due to her own health related issues, claiming her denial was cited for post travel cancellation   According to our files, *** ****** cancelled her trip some 2 weeks prior to the departure date.   In order to qualify for reimbursement under the plan, the medical condition causing the cancellation must meet certain criteria.   In particular, the illness necessitating cancellation must meet the following plan requirements:

 

The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.

 

*** ****** purchased her airline ticket and protection plan on August **, 2014 for a trip on September **, 2014.   Accordingly, in order to qualify for consideration, the condition would have had to commence after August **, 2014 and *** ****** would have had to have been examined and treated by her physician at the time of her cancellation on or about September **, 2014. 

 

However, based on the information received, *** ****** underwent no such examination or treatment at the time of her cancellation nor while she was covered under the plan.  In addition, the illness *** ****** cites as necessitating her cancellation was one for which she had been treated, and in fact hospitalized for, as early as August *, 2014. 

 

As the information received confirms that *** ******’s condition did not commence while her coverage was in effect, nor that she underwent any examination or received any treatment from any physician for this condition at the time of her cancellation, her reason for cancellation does not meet the plan requirements and we are unable to consider her request for reimbursement. 

 

We trust that we have responded to the issues raised in *** ******’s complaint.  Should you have any additional questions, please feel free to contact our office.

10/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On August * I purchased a ticket online to Las Vegas. I also purchased the travel insurance on your site because my sister was not sure of our schedules. My bank account was immediately charged for $144.20 for Virgin America, and $17.00 for the insurance offered from Berkely Insurance, AKA, AON Affinity | Berkely Travel. On August * I confirmed a conflict in the schedule, so I immediately called to cancel the flight and get the charges refunded. I spent hours on the phone with customer support and I sent several emails to online to no avail. I was told at every turn there were no refunds allowed unless there was a death involved. I tried canceling less than 48 hours after the reservation was made and also cancelled my flight via the online airline. Berkely told me I could file a claim and send them all the documentation proving I did cancel and that I was in fact charged. They've misled me in their advertisement by implying this was trip cancellation protection. I feel this is intentional and it is unethical to mislead people like this. I am not wealthy and cannot afford to give your company money for nothing. This is just not right.

Desired Settlement: I want to be reimbursed for the cost of my flight for $144 as promised. this is why I purchased the trip insurance.

Business Response:

We have reviewed *** ******’s complaint and we are responding accordingly.  In her complaint, *** ****** advised that after booking the trip, her sister and traveling companion advised her that she had a scheduling conflict with the travel dates and they would have to cancel their planned trip. 

 

Unfortunately, *** ****** and her sister’s reason for cancellation is not one covered under the plan.   Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the plan.   However, a scheduling conflict is not one such specified reason.   As such, we are unable to consider their request for reimbursement.

 

Please note that the plan in its entirety is provided to the traveler prior to and concurrent with the purchase.   Further, the traveler must initial their understanding and acceptance of such terms in order to complete the purchase.

 

While we understand *** ****** and her sister’s disappointment’s at the outcome of their 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.  

Consumer Response: Better Business Bureau:

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]

I feel this advertising is intentionally misleading. You call it travel insurance. I question the ethics of your business practices. It seems you advertise this was for one reason, and that is to trick people into believing you can cancel or reschedule without penalty!

If you will not make this right I will have only one option to escalate this to the next level. I want my $144 back. I don't have the money to give to your company for nothing. I hope you will resolve this issue so we won't have to go that route.




 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

9/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought ******* total protection plan (Policy Number ***************) from *********** when booking air flight ticket. It turns out this insurance is provided by Aon Affinity Berkely Travel. This policy claimed it covers trip cancellation and baggage lost (********************************************************************************). However it requires a claim form to start the settlement procedure. I bought the air-ticket on Jun ** 2014 on *******, itin#************, ticket#*************. On the flight date Aug **, the flight AA1189 was cancelled on the weather issue of T-storm. ******* called me but did not mention insurance cover at all. On the flight back on Aug ****, my bag was lost. I filed a delay form with US Airways as soon as I landed on Atlanta. On Aug **, I asked for a claim on ************************************************************************* as instructed by this company website. And I also called ###-###-#### as instructed in the E-mail reply upon my request. However the customer service only told me to wait for the form. On September *** I got an E-mail like this ----------------------------------------------------------- " Thank you for your below message. Due to the nature of your inquiry, we respectfully request that you call our office at ###-###-#### or ###-###-####. Our business hours are Monday - Friday from 8:00am to 10:00pm and Saturday from 9:00am to 5:00pm Eastern Standard Time. A representative is available to answer any questions you may have regarding the protection plan. Each situation is unique and the representative will review the policy benefits with you. Sincerely, Customer Service Aon Affinity | Berkely Travel *** ******* ********** * ******** ** ***** *********************** Aon is the Principal Sponsor of Manchester United. For licensing and email confidentiality information please click here." -------------------------------------------------------------------------------------------- So I called another time, however they refused my claim by ineligibility. The customer service said I did not file the claim "on time". I found later on this website out the customer review and realize this company is a scam company (*****************************************************************************) Therefore i decide to claim to BBB. I hope this will remind people not to buy their insurance and get the insurance cover what it should cover.

Desired Settlement: Give me a claim form and pay the insurance coverage for the flight cancellation (worth the cost of one flight) and baggage lost ($2000 ) as it was stated on the contract.

Consumer Response: Better Business Bureau:

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.

I got the form on the 2nd day after I filed the claim, and also in my work E-mail box (weird because I never used this E-mail for *******, Berkely or US Airways).  On Sep. *** I got my baggage back from US Airways.  It was detained under TSA in Vancouver, BC, Canada for probably a week, and shipped by Delta to Atlanta through Minneapolis.

Sincerely,

****** *****



 

9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a car through ********* and purchased the advertised insurance through Bekely Insurance in June **. I filed an accident claim on the rental vehicle with Berkely and they still have not settle the claim with the Avis rental car company. So I called to see what the status was on the claim and they acted as if they didn't know what I was talking about. Please help as I purchased auto insurance in the event something would happen and now the people I paid are not forthcoming on resolving the claim. Please Help! Travel Protection Plan - Claim # ********** from Berkely Insurance.

Desired Settlement: First I would clarity on the situation and then I would like to have an apology as well as the ********** I spoke with disciplined for her actions. She was very rude and sloppy.

Business Response:

We have reviewed *** *******’s complaint regarding the claims process with regard to his Rental Car Damage coverage claim.   Please understand that in order to fully review and finalize a claim, specified documentation is required, including but not limited to: an incident report, a police report, a rental agreement and a repair estimate/receipt.  When *** *******s originally submitted his claim form to our office he did not include the above necessary documentation, nor did he even indicate which rental car company through which he had made his reservation. Accordingly, on July *, 2014, we sent a letter to *** *******s requesting he forward such information and documentation.   We received nothing further from *** *******s until he contacted our office on August **, 2014, inquiring as to the status of his claim.  Concurrent with his call, we had received correspondence from the rental car agency which included some of the additional documentation needed to adjudicate this claim. In *** *******s’ conversation with our representative, it was explained to him what final piece of documentation was needed to finalize his claim, namely the original rental agreement. 

 

Though it is the insured’s responsibility to provide the required documentation needed to finalize a claim, upon receipt of this complaint, and with the identity and contact information of the rental car agency now received, we reached out to them to obtain a copy of the rental agreement.  Upon receipt of this final documentation needed, we were able to finalize *** *******s’ claim and payment in the amount of $2,582.66 was sent to the rental car agency directly, in accordance with *** *******s’ on August **, 2014.

 

We trust this information clarifies the claim process for *** *******s’ claim and this matter is now closed.  Should you have any additional questions, please feel free to contact our office.

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July **, 2014, I cancelled a flight that I had purchased on ************* on Ukraine International Airlines as a result of Malaysian Flight 17 being shot down over Ukrainian territory. I then filed a claim for reimbursement of the flight cost of $598.10 with Berkely Travel. They received the claim on July **, 2014 and denied it via letter on August **, 2014. I filed a pre-trip cancellation request per the policy for reimbusement of the costs due to terrorism. Terrorism is an "other covered event" that would allow pre-trip cancellation and refund. Berkely denied the claim under Other Covered Events, subsection (d): "a Terrorist Act which occurs in your departure city or in a city which is a scheduled destination fior your Covered Trip provided: The Terrorist Act occurs within 30 days of the Scheduled Travel Date for your Covered Trip." Berkely denied based on the fact that my trip was scheduled for January *****, 2015. However, there actually is a second terrorism clause in the policy under Other Covered Events which allows for recovery, notably, subsection (h): "terrorism occurs in a country included on your travel itinerary which leads the U.S. government to issue a Travel Warning against travel within a country included on your travel itinerary for a period that would include your scheduled Covered Trip." A Terrorist Act is defined in the policy as, "...an act of violence, other than civil disorder or riot, (that is not an act of war , declared or undeclared), that results in loss of life or major damage to property, by an person acting alone or on behalf of or in connection with any organization which is generally recognized as having the intent to overthrown or influence the control of any government." I believe my claim fits into subsection (h) and Berkely failed to properly adjust the claim. The policy is poorly written. In subsection (d) the policy requires a "Terrorist Act" which is later defined. In subsection (h), the policy only requires "terrorism" which is not defined in the policy. However, even assuming arguendo that we use the "Terrorist Act" definition provided above, the attack on MH 17 clearly fits. It was an act of violence that caused both loss of life and major property damage. According to US intelligence, the shooting down the plane was undertaken by groups in eastern Ukraine that are intent on wresting territory from the control of the Ukrainian government. The Ukrainian government labels these groups as terrorists. I submitted articles with the claim to substantiate this. Also on July **, 2014, the Washington Post published an article, "E.U. imposes new sanctions on Russian officials, stops short of tougher penalties", in which it was noted that several members of the U.S. Congress were seeking formal terrorist designation for the groups in eastern Ukraine deemed responsible for the MH 17 incident. As such, "terrorism" has occurred here as required in subsection (h). The U.S. government almopst immediately issued a NOTAM through the FAA further restricting flights in Ukrainian airspace and the US State Department issued a travel warning on August *, 2014. This warning does not have an expiration date and it is reasonable to assume that such a warning will remain in effect on the dates of my travel. What's more, a "Travel Warning" is not defined in the policy. Also, the policy does not state which part of the U.S. government must issue a warning. I believe that I have met the requirements of subsection (h) and that Berkely is either wantonluy disregarding the poorly written language of its own policy, or taking a restrictive stance to deny payment. I am prepared to file civil litigation to resolve this issue as I am an attorney admitted to practice in NY State. Is it worth it Berkely to proceed into litigation in this case over $598.10 when as I've shown above their contract is riddled with unclear language and I can fit my events into the contract as written?

Desired Settlement: I would like Berkely to pay the claim of $598.10 in full based on my analysis of the policy above or based on its own business decisions.

Business Response: We are currently reviewing this complaint and will provide a full response by Wednesday, September *, 2014. Thank you for your patience while we review this matter. 

Business Response:

We have reviewed *** *****’ complaint and we are responding accordingly.   *** *****’ claim was denied as the reason for his cancellation was one not covered under the plan purchased.   More particularly, *** ***** cancelled the trip he booked on April **, 2014 for travel on January **, 2015.  Such cancellation occurred on July **, 2014 and was due to the Travel Warnings issued in response to the situation in the Ukraine, which was included in the flight arrangements of *** *****’ travel plans.   *** *****’ request for reimbursement was declined as his reason for cancellation did not meet the plan requirements for a covered reason. 

 

The plan does provide cancellation coverage in the circumstances of an unforeseeable event or its consequence which occurs while the plan is in effect. One such covered unforeseeable event under the plan states: (h) terrorism occurs in a country included on your travel itinerary which leads the U.S. government to issue a Travel Warning against travel within a country included on your travel itinerary for a period that would include your scheduled Covered Trip.”   Further, the plan also includes the following requirement in order to qualify as a covered reason for cancellation:  Important: The covered reason for cancellation or interruption of your Covered Trip must occur after your effective date of coverage.”

 

The Travel Warning issued by the US government was released originally on February **, 2014 with subsequent updates on February **, March *, March **, April **, May *, June * and August *.  Each update references and incorporates the prior warning issued.  Therefore, as these Travel Warnings were issued prior to *** *****’ purchase of the protection plan, such event was not unforeseeable but rather, in fact, occurred prior to his purchase of the plan, in direct opposition to the plan’s requirements for coverage.   Further, please also note that these warnings were not issued due to terrorism but rather to political unrest and violence in the Ukraine.  

 

Based on these facts, the denial of *** *****’ request for reimbursement was appropriately denied and there shall be no payment forthcoming.

 

We trust that we have responded to the concerns raised in *** *****’ complaint.  Should you have any additional questions, please feel free to contact our office.

8/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was on ******* and was offered travel protection by this 3rd party Berkely. I decided to purchase this insurance since the advertising noted that it protected you towards cancellations- Once i purchased this insurance and actually needed to use it i was informed that you could pretty much only cancel if you are dying....... The advertising for the plan didnt have all these details and i feel this company is using false advertising.

Desired Settlement: I would like a refund for my $83 and i think you should look into these marketing tactics as they are deceiving

Business Response:

We have reviewed *** *******’s complaint regarding her request for a premium refund for her airline ticket.  Please be advised that *** ******* first contacted our office requesting a premium refund on July **, 2014, concurrent with the filing of this complaint.   We had no prior request for such refund. 

 

Please note that the protection plan contains both medical and non-medical reasons that would qualify an insured for reimbursement under the terms of the plan.   Further, these specified reasons are enumerated in the plan, which is provided in its entirety prior to purchase of the plan.  As we had not been contacted by *** ******* previously, and were not afforded the opportunity to review her request and the reason for the cancellation, we would be unable to make any determination of her request.   Had she initiated a claim, we would have been more than happy to review any documentation submitted with regard to such basis of cancellation. 

 

Typically we would offer *** ******* the opportunity to initiate a claim with us for review.   However, as *** ******* has indicated that she would simply prefer a refund of her plan fees, we have decided, solely as a goodwill gesture, to provide such premium refund to *** *******.   Please understand that with such premium refund, *** ******* will no longer have coverage under the ******* Total Protection Plan.   Accordingly, she will be unable to file a claim with our office should anything go amiss before or during her September trip.  

 

As *** *******’s premium refund in the amount of $83 is currently being processed, we trust this matter is concluded.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

******* *******



 

8/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased flight insurance advertised on the expedia.com website for a flight I booked for myself and my wife. My understanding was that the insurance would provide a refund for the cost of my airfare and car rental in the event I had to cancel the trip. I had purchased two round trip tickets from Denver, CO to Seattle, WA; itinerary #************, ticket numbers *************, and ************** Alaska Airlines flight 679 and 674. Three days later my wife who was to be traveling with me informed me that due to a work scheduling conflict, she would not be able to make the trip. I contacted expedia to cancel the trip and request a refund, and was told I would only receive credit with Alaska Airlines, that would have to be used within a year from the date of purchase. I told the representative that I had purchased flight insurance, and was informed that the insurance didn't cover refunding the cost of airline tickets, and the only thing they could do was issue credit with the airline I had booked on. I expressed my dissatisfaction with the product they offered and advertised on their website, and informed them that both the product and promotion of it on their website was misleading. I was told there was nothing they could do, and when I pressed further, they provided me with the number for Berkely Travel Protection; part of the Berkely Group, who I then contacted. The representative I spoke with at Berkely told me the same thing as the expedia representative; that they could not issue a refund, even though I had purchased flight insurance, and the best they could offer was credit with the booking airline. When I told them this was unacceptable, they said I could submit a claim for review by mail, but to expect no less than a 30 day wait for a decision to be made before any refund could be issued, but that a refund was unlikely, since this option was not provided by the flight insurance I had purchased. As of this time, I have requested a cancellation of just my wife's ticket, and have received a credit with Alaska Airlines, which must be used within the next year, and is not transferable to any other airline. This to me is totally unacceptable, and completely defeats the purpose of purchasing flight insurance.

Desired Settlement: I would like to be refunded the full cost of the round trip ticket purchase, which I have since cancelled. The possibility that I might need to change my travel plans is the only reason I purchased flight insurance, and I believe that anyone purchasing flight insurance through the expedia site would assume that the purchase of flight insurance would provide for a refund of airline ticket costs should a trip need to be cancelled.

Business Response:

We have reviewed *** ****’s complaint and we are responding accordingly. 

 

*** **** contacted our office to initiate a claim for trip cancelation, having been advised by a representative at Expedia that he would be entitled to only a credit from his canceled airline ticket, rather than his requested refund.   However, we have confirmed that *** **** did not purchase the Package Protection Plan which our office administers.  Rather, *** **** purchased the Cancellation Only - Vacation Waiver which is administered by Expedia.   This waiver provides the traveler with the option to cancel his or her trip for any reason and receive a refund of any cancellation fees assessed and a credit for the amount of the cancelled airline ticket.   As has been explained to *** ****, the Vacation Waiver he purchased does not entitle him to a cash refund of his cancelled airline ticket from Expedia.

 

As *** **** did not purchase the Package Protection Plan that we administer, he will have to address any questions or concerns regarding his cancelation and the Vacation Waiver with Expedia directly.

 

I trust that this information is satisfactory and, as *** **** did not purchase the protection plan we administer, we have taken the liberty of closing his claim.   Should you have any further questions, please feel free to contact this office. 

7/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased American Airline tickets through ************* for my mother to visit. In addition, to the tickets I also purchased travel insurance through Berkely Care to cover unforeseen circumstances. My mother arrived late for her flight. I called Berkely Care to file an insurance claim to change the flight, and they would not reimburse or change the flight since she was late, and it was not due to an automobile accident. People are late every day. It is a part of the human condition. When someone purchases travel insurance it is to protect against the human condition.

Desired Settlement: My desired outcome is for Berkely Care to honor the theory behind travel insurance. If late arrival is not covered essentially they do not have to cover the majority of their claims.

Business Response:

We have reviewed *** ******’s complaint which he submitted on behalf of his mother, ****** *****, and we are responding accordingly.  In his complaint, *** ****** explains that his mother was late arriving to the airport for her outbound flight and missed her flight.  

 

Please be advised that the plan purchased by the insured enumerates the specified reasons for a trip cancellation or interruption which would make one eligible for reimbursement under the plan’s terms and conditions.   However, simply arriving late to the airport for one’s flight is not a reason contained in the plan.   Based solely on the information contained in the complaint, the reason for *** *****’ missed flight does not appear to be one included under the plan.

 

However, please note that this complaint was filed shortly after the claim was initiated with our office on July ***.   To date, we have not yet received a completed claim form from *** ***** and thus have not been afforded the opportunity to make a determination on her claim. 

 

As no information has been submitted indicating the cause of the missed flight, we are happy to await submission of the completed claim form and any supporting documentation regarding the reason for the cancellation or interruption to allow us to make a claim determination.  However, until such time, we will be unable to make a final determination on this claim and the claim will remain open and pending.   Should *** ***** wish to submit her completed claim form and such supporting documentation regarding the basis for her missed flight, she should do so and we will give her claim our immediate attention.

 

Should you have any further questions in the interim, please feel free to contact our office.

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am very upset. I purchased air line tickets back awhile back to Salt Lake City for a work conference. When I booked the trip I clicked that I wanted the travel protection, cancellation plan. I got this because I am pregnant and obviously anything can happen. Well anything did happen my asthma has been horrible I walk up stairs and I'm winded, I had bronchitis for all most two months and have been on and off prednisone which is not good for a baby but it has to be done or it not being fixed would be worse for the baby. I have had to use my inhaler daily, plus my advair inhaler. My doctor was afraid of me flying and having such asthma problems since asthma can get worse in small spaces not to mention height. So he told me not to fly. So I thought that I could call and cancel my flight and get my money put back on my credit card. Let me tell you it has been one hassle after another! They told me it would take 3 weeks. It has been more than 3 weeks. I had to send in a form from my doctor and now they want more proof from my doctor. I mean seriously do they want a blood sample too? I just want my money back and be done with it. I have not flown since I was a kid and with this hassle I don't know how soon I want to be flying. I just want my $369 back. I do not make enough money to just through that away. Please Help!

Desired Settlement: I just want my $369 back. It should not be this much of a hassle to get that back. What is the problem? I own my own business and I would never make someone feel like they are lying to me or what have you. I am upset and this is ridiculous.

Business Response: We have reviewed *** ******’s complaint and we are responding accordingly. In her complaint, *** ****** indicates that she cancelled her scheduled flight due to her own medical condition, a flare-up of her asthma. However, the information provided by the physician who completed the Attending Physician Statement on the claim form indicated that the reason for cancellation was due to a normal pregnancy. As the plan specifically excludes a cancellation due to a normal pregnancy unless the individual is hospitalized, we would be unable to consider *** ******’s claim based on the medical information submitted. However, as we noted that *** ****** indicated the condition which caused her cancellation was actually asthma, on May 16th we sent a request to her physician for verification of this. To date we are still awaiting such additional documentation.

While reviewing this complaint, we did reach out to *** ******’s medical provider and asked that they expedite our request. They advised that they will need a special authorization signed by *** ****** in order to release her information to our office. This special authorization was sent to *** ****** on June 6th for signature. Once we receive back the signed authorization and provide it to the practice, we will again ask that they expedite our request. Upon receipt of these necessary medical records, we will be able to make a final determination on *** ******’s claim.

Please note that the time frame of three weeks mentioned in *** ******’s complaint refers to the processing time once all required documentation has been received. However, at this time we are still awaiting additional documentation to complete our review.

Should there be any additional information *** ****** believes may have an impact on her claim, she should feel free to submit same to our office for review. Should you have any additional questions on this matter, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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] I have all ready sent in forms for them to contact my provider! This is ludacris. I am highly upset. The day I sent the initail forms in I was told I had placenta previa as well. Both conditions were not advised for me to fly. I want my money back now! They make millions of dollars a year. I do not have 300 to just throw away. The place I cancelled to I really wanted to go but I wanted my baby safe more. This shouldn't even be a argument. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response:

Please note that the medical records have been received and confirm a complication with *** ******'s pregnancy not previously indicated on the medical information submitted.   Based on the information contained in these medical records, we were able to finalize the claim and provide payment to *** ******.   A check in the amount of $369.00 has been sent to *** ****** directly.

We appreciate *** ******'s patience during the claims process and are please we were able to bring the claim to a positive conclusion.

Consumer Response: Better Business Bureau:

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,

****** ******


 

7/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Car Insurance through *********** with Berkely Group / Aon Affinity to cover expense due to any damage to a rental vehicle in Italy. After providing all appropriate paper work and documentation I received partial payment for the damage with a note in the letter stating they don't cover VAT (tax) charges. Nowhere it the "fine print" of the coverage does it state that tax is not covered. I have contacted the company twice regarding this issue and get the response that they don't know why. I should be compensated in the amount of $1462.99 minus the $250 deductible but only received a check for $1031.49.

Desired Settlement: Repayment of the full amount of the damage, $1462.99 (minus deductable) charged me by the rental company.

Business Response:

We have reviewed *** ******’s complaint regarding the outstanding VAT tax payment associated with his collision damage claim.  Though not initially included in the payment provided, the VAT being requested is indeed listed on the bill received and was for the taxes associated with the actual repair work done on the automobile.  As such, this tax is reimbursable and the additional payment in the amount of $181.50 was sent to *** ****** on July **, 2014. 

 

As *** ****** has now been provided with the balance of his covered expense benefit we are closing this matter.   We apologize for any inconvenience to *** ****** while awaiting receipt of the balance of his payment.  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.

Consumer Response: Better Business Bureau:

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.  I do wish to add that it was a major inconvenience and a waste of over 3 hours of my time between emails and phone calls i had to make and finally submitting with the BBB just to get the due amount owed to me from this company. 

Sincerely,

*********** ******



 

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I need to cancel airline reservations due to the illness of a parent. I had purchased the cancellation insurance in case of this happening. So I am attempting to cancel the trip and obtain a refund. The information that Berkley Travel is asking for is unreasonable. They are asking very personal medical information as well as a release of medical records, which I find to be a violation of privacy. I purchased the insurance in case my parents conditioned worsened and it has. I simply want to be refunded/canceled. I began this process at least 8 weeks before the travel date.I want to know if there is anything you can do to help?Thank You,****** *******

Desired Settlement: Credit back to my credit card.

Business Response:

We have reviewed *** *******’ complaint and we are responding accordingly.  In her complaint, *** ******* explains that she had to cancel her travel plans due to the medical condition of her parent.   *** ******* further advises that she will not submit verification of such medical condition as she feels it is a violation of privacy to request such information. 

 

Please understand that medical verification can be provided in the form of a completed Attending Physician Statement contained on the claim form, a letter from the treating physician or an admission or discharge summary confirming the dates of treatment.   But as outlined in the plan, such verification is required in order to consider a claim based on a medical condition as the reason for cancellation.

 

Please note that the plan requirements in their entirety, including the requirement of medical verification of an illness and treatment, are all indicated in the plan which is provided to each potential plan participant prior to purchase, with the participant being required to initial their acceptance of such terms and conditions in order to complete the purchase.  . 

 

Once we receive such required verification, we will be happy to give *** *******’ claim our immediate attention.  However, until such time, we will be unable to finalize her claim.

Consumer Response: Better Business Bureau:

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:

I, ****** ******* purchased the airline ticket to visit a friend (8/***8**) I am wanting to cancel/refund that ticket so that I will go to visit my ill parent. I do not have the right to request medical records of a third party (HIPPA law). I sent the form to my father's treating MD, which he signed indicating current treatment.  Medical conditions and treatment are very private, and I don't think it is appropriate for this business to require the release of such sensitive information for me to get a refund and cancel the ticket, when.  Especially when it is not my information to give.  

I would like the BBB to compel this business to refund my purchase price based on the information I have provided. If they have a contingency for every reason you may need to cancel and request a refund, then what is the point of the insurance. Is that not considered Fraud?    

Thank You,

****** *******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an airline Ticket thru *************, when i purchased the ticket it offers a trip protection plan, I purchased the trip protection plan. I was unable to attend the trip so i canceled the flight and filled out the paperwork with with Insurance company. On ** June 2014 I called Berkley Insurance Group and spoke to ******* ****** a Senior Customer Representitive. *** ****** told me that my claimed was denied because it was not a valid reason, and that i should read the small print on the website i asked if he had a direct line and he said he did not have a direct line or an email address. I asked to speak to a supervisor who's name is **** *********** who told me his extension was ****, the number to the company is ***********. I called the company back and dialed the extension which was bogus. after speaking to another rep, from the company he gave the full number of ** *********** which is *********** but he was not working after 5 PM. I called ************* as well and asked them if they where aware of the policies being performed at this company i spoke to Ian employee number V3 he could not answer any questions and i was told to send a letter to the corporate office, or send an email.

Desired Settlement: Refund

Business Response:

We have reviewed *** *********’s complaint and we are responding accordingly.   *** *********’s claim was denied as the reason for his cancellation was one specifically excluded under the plan purchased.  More particularly, he cancelled his scheduled trip as he was required to report to work the weekend of the trip.   A cancellation due to business obligation is excluded from coverage under the plan and the claim was appropriately denied.   Please understand that the plan, in its entirety, is provided to the participant prior to and concurrent with the purchase.   Further, in order to finalize the purchase, the participant must initial their acceptance of the plan’s terms and conditions.   Accordingly, based on the terms and conditions of the plan, there shall be no payment forthcoming.

 

Regarding the issues raised in *** *********’s complaint, he seems to be displeased with the service received when discussing the denial of his claim.   In particular *** ********* contends that he was given a bogus telephone number to speak with a claims supervisor.  Please understand that the telephone number provided, ###-###-####, is a toll-free number to our office.  *** ********* could have requested that the Customer Service Representative who answered his call to transfer him to *** *********** at the extension provided.   The local number he received on his next call to our office is not a toll-free number, though it is the claims supervisor’s direct dial line.

 

While we understand *** *********’ disappointment at his cancelled plans, we hope he can understand that we must review each request in accordance with the terms and conditions of the plan.  

 

We trust that we have responded to the concerns raised in *** *********’s complaint.  Should you have any additional questions, please feel free to contact our office.

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I booked with Carnival Cruise to travel on the Triumph, May ** through **, 2014. I was part of a group celebrating a family member's birthday. I paid all fees even travel cancellation insurance via Berkley. I booked the cruise in February. I was not able to travel due to ongoing medical issues from a work related injury sustained in 2010. I was and am still currently under the workers comp. umbrella. At the time of the decision to travel, I had expected to be medically ok to travel. However, issues developed in which I had to incur additional medical treatments resulting from 4 discs popped in my back and two shoulder surgeries. Due to these additional treatments and not being certain if I needed specific medical attention away from my treating doctors, if I would be in a position to receive it, I reluctantly and disappointedly cancelled. I cancelled through Carnival and also went on line and requested claim forms from Berkley Travel (AKA--Aon Affinity). I mailed completed forms to Berkley on **-**-14. I later contacted Berkley weekly to check on the status of my claim and to make sure they had all required forms completed. Each time weekly(on a Monday) I was assured they had the information and the processing was being handled. I also questioned why it took them 8 days to receive and began processing my package. They gave me a pony and circus response which in fact, made it necessary to call and check the status weekly. Each time I contacted them, their response was they had received all paper work and claim was been processed and that it took 3 weeks from the date they received it (05-**-14) to complete. Yesterday, June *, 2014, I called about the status as I have done for the previous Mondays and was told that they need document from my doctor to be completed. I asked why were they now alerting me of this and that I sent my most recent Workers Comp work status report with the package. They said they had notified me and I recaped the previous actions listed with them and their response was "Well, we have to have this before we can process form". I disagreed with their decision and took the approach and understanding from their tone that it was just another tactic to hold on to my money. They again kept insisting that the form was required and it would cause my claim not to be processed. I became irritated going back and forward with them, until I said "We will agree to disagree and I will expect my refund back to me on the date previously dictated June **, 2014. and....if I don't have my refund I will take additional actions afforded me to collect my money." Today, June **, 2014, I called Carnival Cruise and explained my circumstances. They were kind enough to do three way with Berkley's representative *****. ***** added new responses that had not taken place until he stated them today via the phone call. He again maintained that they had attempted to contact me, no they had not....I was the one calling weekly checking on the status. I told ***** the same as stated about medical issues previously and he maintained my doctor had to complete his form. I asked him to leave the conversation and began talking with the young lady from Carnival Cruise. She was apologetic and I told her I was never given these instructions until now, it is the principle of the matter to me. My workers comp status report lists what my restrictions are which include walking, standing, sitting, reaching, climbing, pulling, picking up items within a certain limitation. This would have again made it impossible for me to cruise effectively with the group. Berkley Travel should be required to refund me ASAP.

Desired Settlement: I expect my full refund to be posted back to my card on file by due date of June **, 2014 from Berkley.

Business Response:

We have reviewed *** ********’s complaint and we are responding accordingly.  In her complaint, *** ******** indicates that she cancelled her scheduled cruise due to her own medical condition, an injury she sustained in 2010.   As verification of this injury, she submitted a Workers’ Compensation Work Status Report.   This report confirms that *** ******** is fit to return to work, with certain restrictions, as of 4/**/14, approximately one week prior to her scheduled cruise on 5/*/14.   *** ******** contends in her complaint that this is sufficient verification of her medical condition.  

 

On the contrary, based on the limited information we have been provided with at present, we have no information confirming that *** ******** suffered from a sickness or injury as defined in the plan at the time of her cancelation.  More particularly, we would need confirmation that *** ******** suffered from a sickness or injury that was diagnosed and treated at the time of the cancellation of her cruise vacation. Further, this condition could not be one which presented, worsened, became acute or had symptoms that caused *** ******** to seek diagnosis, care or treatment in the 60 days prior to her purchase of the protection plan.   In order to make that determination, additional medical information is necessary.   To that end, we sent a letter to *** ******** on 6/*/14, advising *** ******** of the need for additional medical information and documentation. 

 

Please understand that a cancellation due to scheduling conflict as a result of an individual’s return to work is not a covered reason for cancellation.   Further, in order to consider *** ********’s claim based on the medical condition itself, additional medical information will be needed to confirm that the condition does not fall under any plan exclusions.   Accordingly, we have requested copies of *** ********’s medical records for the applicable time period.  Once this information is received, we will be able to make a final determination on her claim.

 

With regard to *** ********’s comments regarding her contact with our office, please understand that during each conversation *** ******** had with our representatives, she was advised of the additional information needed to further the claim process.  In addition, please note that the time frame of three weeks mentioned in *** ********’s complaint refers to the processing time once all required documentation has been received.   However, at this time we are still awaiting additional medical documentation to continue our review.   Once this documentation is received, we will be able to continue our review of her claim.

 

Should there be any additional information *** ******** believes may have an impact on her claim, she should feel free to submit same to our office for review.  Should you have any additional questions on this matter, please feel free to contact our office.

6/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Berkley's insurance through Liberty Travel when I booked a Trafalgar Tour. I was advised by my travel agent that if I canceled for "any reason", I would receive a voucher for future travel and that if I canceled for a "medical reason", I would receive a full cash refund. I canceled for a medical reason, but Berkely denied my claim because I was not hospitalized. I feel I was misled and misinformed when sold this insurance. At no time was it expalined to me that I would need to be hospitalized in order to receive a refund. I was issued a partial refund from Trafalgar and expected the remainder from Berkley.

Desired Settlement: Balance of refund not issued by Trafalgar.

Business Response: We have reviewed *** ****’s complaint regarding her claim for Trip Cancellation reimbursement. Please note that the plan *** **** purchased provides a cash reimbursement in the event of a cancelation due to specified medical and non-medical reasons. However, the plan does also contain specific exclusions to such cash reimbursement. The plan also offers a cancellation for any non-specified reason, which would afford the participant with a future travel certificate in the event of a cancellation due to a reason not specified under the plan.

In *** ****’s case, she cancelled her travel plans due to a condition which is specifically excluded from coverage under the plan. As such, she was not eligible for a cash reimbursement. However, she was provided with the future travel certificate under the Any Reason Cancelation Waiver.

Based on the information received regarding *** ****’s reason for cancellation, the claim was adjudicated appropriately and no cash reimbursement is due. However, we understand from *** ****’s complaint that there was apparently some confusion regarding the information provided by *** ****’s travel agent. As such, solely as a goodwill gesture, we have agreed to make an accommodation to *** **** and provide the applicable cash reimbursement. As such payment is currently being provided under separate cover, the travel certificates previously issued to *** **** will be revoked.

As this claim has now been settled we trust this will conclude this matter. Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me (provided I receive a check in the amount of $1,597.25)and the matter has been resolved.

Thank you for your assistance in this matter.

Sincerely,

***** ****



 

6/26/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I booked a vacation through Cheap Caribbean to Jamaica. We were told that we were able to add AON Trip Insurance up until April *, 2014 as we payed for the trip in installments. The trip insurance was eventually added on April *, 2014. My mother was both diagnosed with ***** ****** and had to have emergency surgery on April *, 2014. Before this date, my family was still scheduled to travel to Jamaica. After speaking with the medical team following the surgery, she was deemed unable to travel. We were forced to cancel the trip. After first canceling with Cheap Caribbean, the necessary documents were submitted to AON Insurance to support the claim. A few weeks later, we received a letter stating that we are not able to secure a refund for the trip as the medical reasoning for cancellation was "pre-existing." ***** ****** is not pre-existing and there was no treatment received before April *, 2014 for ***** ******. This has been proven by the medical professionals involved and an appeal has been filed.

Desired Settlement: I expect a full refund for the cost of the trip.

Business Response:

We have reviewed *** *******’s complaint and we are responding accordingly.  In her complaint, *** ******* states that her traveling party’s claim should not have been declined as her mother’s condition was not pre-existing to the group’s purchase of the protection plan.  Unfortunately this is not correct.   We have confirmed that the family made an initial deposit in February 2014 for this trip but did not choose to include the protection plan with their booking.   Then, on April *, 2014, the family called the tour operator and advised that they had decided to add the protection plan onto their reservation and submitted the payment for the plan fees that same date.   As such, the family’s effective date of coverage is April *, 2014.

 

Based on the information received, *** ******* ******* entered the hospital on April *, 2014 for the condition which necessitated the cancellation of the travel plans, one day prior to the family adding coverage onto the reservation.  *** ******* maintains that as her mother’s diagnosis was not received until April *, 2014, it is not pre-existing.  However, based on the terms and conditions of the plan, a condition is considered to be pre-existing if, within the 60-day period prior to the effective date of coverage, the individual:

  1. received or received a recommendation for a diagnostic test, examination, or medical treatment; or
  2. took or received a prescription for drugs or medicine.

As *** ******* was hospitalized, undergoing examination, diagnostic testing and treatment as early as April *, 2014, the day prior to the family’s effective date of coverage, the condition which necessitated the group’s cancellation was indeed pre-existing to such effective date.  Accordingly, the family’s reason for cancellation is not one that is covered under the plan and we are unable to consider their request for reimbursement.  
?

We trust we have responded to the issues raised in *** *******’s complaint.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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:

The insurance company has received supporting documents from the medical team stating otherwise.  In addition, staff at Cheap Caribbean provided until April *, 2014 to apply the trip insurance.  As of April *, 2014, the insurance was put on with the intention of the family still traveling.  She was not deemed unable to travel until the day we cancelled later in April.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

6/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought travel insurance through this company on *************. I was not able to go on my trip, then I requested a refund for my lost airline ticket fare from Berkely Group. I sent them all the documents they asked me for. A few weeks later, they claimed they issued me a check which was sent to the same address they have been using to correspond with me. I never received the check, when I called them, they claimed the mail was miraculously undeliverable and was returned to them even though they used the same address before to request documentations from me. I verified the address and it was the correct address. Then they claimed they sent the check again and I never received it. I suggest to pick it up from their office since I do not live far from them, and they told me they do not receive any client in their office. It's just a fictitious check I have been awaiting for that is never coming. They think I am just stupid. I am also going to file a complaint with the attorney general office about this company. Stay away from this company. It's all fictitious.

Desired Settlement: I want my money.

Business Response: We have reviewed *** *******’s complaint regarding the delayed receipt of his claim payment and we respond accordingly. *** *******’s claim payment was sent to the **** **** address he provided to our office on May **, 2014. This check was returned to our office on May **, 2014, undeliverable. We contacted *** ******* to confirm his mailing address which he did. We then resent his check on May **, 2014. *** ******* called our office on June *, 2014 advising that he still had not received the check. We again confirmed the mailing address in **** ****. The check was subsequently received back in our office undelivered on June *, 2014.

Concurrent with our receipt of the returned check, we received the subject complaint. We immediately reached out to *** ******* and advised him that, as per the “Return To Sender” sticker affixed to the returned envelope, it indicated that the Forward Time of his forwarding order had expired, thus the repeated return of the check. We offered *** ******* the opportunity to come to our office to pick the check that day which he did. Though we are not typically a walk-in center, as we wanted to make sure he received the payment as soon as possible, we welcomed him to pick up his check. Attached please find a copy of the documentation showing the expiration of the forwarding order as verification of the issue that arose for *** *******.

Please allow me to confirm that *** ******* received his claim payment on June *, 2014. As *** ******* has received his claim payment, we trust this matter is now closed. Should you have any additional questions, please feel free to contact our office.

6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a trip through ********* and opted for the Travel Insurance through the Berkely Group. My flight (Flight 1628) was scheduled on March **** 2014 at 8:45am departing from Chicago O’Hare International Airport. I was not able to depart on time due to the accident. A semi overturned on the Tri-State Tollway (I-294) near the O'Hare Oasis, spilling plastic beads across the interstate and snarling traffic during Monday's morning commute, preventing north bound access to the airport. Major delay was described and published via news channels as well ******************************************************************************************** I reached out ********* customer service and rebooked my flight (Flight 498). However it cost me $450.00 in rebooking fees. I submitted compensation claim with Aon/Berkely Group. Claim ********** was issued by Aon/Berkely Group. Based on respond from Aon/Berkely Group I was not eligible for compensation in amount of $450.00 because I was not involved in the accident directly.

Desired Settlement: I would like to have the rebooking fees costs refunded in full of amount of $450.00, as I have complied with all of The Berkely Group's requests and submissions of proof

Business Response: We have reviewed *** **********’s complaint and we are responding accordingly. In his complaint, *** ********** explains that he was unable to reach the airport in time for his outbound flight and he had to incur additional expenses for the rebooking of his airline ticket to a later flight. He submitted a claim to our office seeking reimbursement of such expenses.

Unfortunately, *** **********’s situation is not one covered under the plan. While we understand the circumstances which caused *** ********** to miss his original flight, regrettably, heavy traffic delays, is simply not a covered reason for Trip Interruption under the plan. The plan contains a number of non-medical reasons, all of which are enumerated in the plan which is provided to the participant prior to and concurrent with the purchase.

Based on the information received, *** **********’s reason for interruption of his original travel plans was not one covered under the plan and his request for reimbursement was appropriately declined.

While we understand *** **********’s disappointment at the outcome of his claim, we hope he can understand that we must review each request in accordance with the terms and conditions of the plan purchased.

5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was forced to cancel my trip due to chronic back issues. I was asked to have my provider render a letter of my back issues in addition to medical records Berkely Travel examiner required in order to consider my refund to no avail. There policy is written with implications of never rendering a refund. We did exactly what Berkely asked of us and they still denied our claim for the second time.

Desired Settlement: For Berkely to render a refund after completing the requirements they asked for in order to do a refund. At least for Hotel deposits.

Business Response: We have reviewed *** ******’s complaint and are responding accordingly. In his complaint, *** ****** states that he canceled his scheduled flight due to a medical issue. He states that his denial was inappropriate as he had his physician render him a letter advising of his back issues. Unfortunately, simply obtaining a letter from a physician is not sufficient. The medical information must confirm that the reason for cancellation meets the plan requirements.

Please note that the plan *** ****** purchased does provide a cancellation due to a Sickness. However, in order to qualify for reimbursement, the reason for cancellation must meet the plan requirements. These requirements are as follows:
The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.
In this instance, the medical information received confirmed that *** ******’s condition did not begin while his coverage was in effect nor did he in fact undergo an examination or receive treatment at the time of his cancellation. As such, *** ****** did not meet the plan requirements for a cancellation due to a medical condition and we were compelled to deny his request for reimbursement.

More particularly, from the information received, there is no indication that *** ****** suffered a medical condition that began while he was covered under the plan, from the date he purchased the plan on August **, 2013 through the time of his cancellation on September **, 2013. Further, we have confirmed with *** ******’s office that there is no record that *** ****** underwent an examination and treatment at the time of his cancellation. Rather, the information received indicates that the condition which precipitated the *******’ cancellation was one for which he was treated in June 2013, well prior to his purchase of the plan and the cancellation of the travel plans.

As the information received confirms that *** ****** did not undergo any examination or receive any treatment from any physician for a condition commencing on or after August **, 3013 with an examination or treatment received at the time of his cancellation on September **, 2013, the reason for such cancellation does not meet the plan requirements and we are unable to consider his request for reimbursement.

We trust that we have responded to the issues raised in *** ******’s complaint. Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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:

I apologize for not responding to the above compliant. I just received the email and never saw any of the others. Berkely's policy in my opinion is one of which lays claim to clients reimbursements with no intent of ever reimbursing the client. That's why it's written the way it is. Once your hard earned savings/ money has been released and for any unfortunate reason your plans change, you can count on never receiving a refund from Berkely. This is the same company that denied a claim or reimbursement for a lady who was diagnosed with cancer after planning a trip and had to cancel. Companies as such push around the consumers with their convaluted policies and lose no sleep doing it nor do they render any morals. Our plight will be escalated to a legal compliant level ie; litigation and or arbitration to abolish unfair policies. We've been dealing with this company since September of 2013. It's about the principle now. 

 

 

 

* *** ******




 

5/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a trip through Priceline and opted for the Travel Insurance through the Berkely Group. I needed to cancel my trip due to medical purposes. I began having symptoms of a pre-existing condition and traveling would be too painful. I filled a prescription for the medication necessary through Walgreens and began taking it on July *, 2013, the date prior to my departure. I immediately contacted Berkely to submit my claim for a refund. I was told proof of prescription wasn't enough and that I needed to get a note from my doctor for this condition. I did so and paid a $25 copay to comply. I submitted this letter to Berkely. Then they responded that since my doctor's note was dated July **, they would not be willing to refund my money. 4 different times I called and was passed from one person to another. During the first 3 phone calls (each of which took in excess of 60 minutes), I was told that I would have a refund check issued to me. I never received a check. During my 2nd call, I was told Berkely needed additional proof of this pre-existing condition, so I was instructed to go back to my doctor and obtain a note stating that he had several refills for my prescription at Walgreens. I submitted this note to Berkely in December of 2013. Again, I never received a check nor any type of communication. So today I called again. I waited 25 minutes and left a message for someone to call me back. *** #**** was the one who called me back. He was extremely rude and told me that nobody ever said a check would be issued and that I failed to comply to their guidelines.

Desired Settlement: I would like to have the trip costs refunded in full, as I have complied with all of The Berkely Group's requests and submissions of proof. The trip total was $448.60 plus 2 doctor visits with $25 each copay totaling $498.60 in all. I would like to have *** #**** spoken to about his behavior on the phone and to please provide more polite customer service in the future. It was difficult enough talking to strangers about having an outbreak, let alone having to repeat in over and over only to have my last representative tell me I was lying.

Business Response: We have reviewed *** *** ******’s complaint regarding her claim for Trip Cancellation reimbursement. Please note that *** *** ****** cancelled her trip due to her own medical condition. The plan *** *** ****** purchased provides reimbursement for a cancellation due to specified reasons, both medical and non-medical. In order to qualify for coverage for a cancellation due to a sickness, the plan requires that the condition commence during the participant’s term of coverage and that the participant undergoes examination and treatment at the time of cancelation. Unfortunately, the information received from *** *** ****** and her physician confirmed that *** *** ****** underwent no examination at the time of her cancellation. As she did not meet the plan requirements, we were compelled to decline her request for reimbursement.

Upon receipt of the complaint we again reviewed *** *** ******’s claim. In discussions with our office, she advised that at the time of cancellation, and the reoccurrence of her condition, she had simply filled a prescription which she had already had on file with the pharmacy, in the event such a reoccurrence occurred. We did advise at that time that she could submit a copy of this receipt and we would re-review her claim. To date, no such receipt has been submitted.

While filling a prescription does not fulfill the plan requirements for an examination at the time of cancellation, we have agreed to accept such, together with affirmation of the date of such reoccurrence of her condition from her physician, and have made a business consideration to honor the claim. Accordingly, we are currently forwarding payment to *** *** ******, in the amount of $424.60, the cost of her cancelled airline ticket. We have also reviewed *** *** ******’s comments regarding her experience with our office and thank her for her feedback.

As this claim has now been settled we trust this will conclude this matter. Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

********* *** ******


 

5/6/2014 Problems with Product/Service | Complaint Details Unavailable
4/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Airline ticket on *************. I got travel insurance using this company for my trip from ************* where i purchased my ticket. Me and My wife was to fly out of DC to Florida on February ****. MASSIVE snow storm shutdow DCA,Dulles and BWI and caused my trip to be cancelled. I filed a claim and stated that. Was denied refund........ As the contract stated, in part Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy: G) a Natural Disaster occurs, which causes a complete cessation of travel services at point of departure and/or destination; the contact also states the definition for natural Disaster and states "Natural Disaster means 1) for Flight Reservations, flood, hurricane, tornado, earthquake, or blizzard which renders your Air Common Carrier unable to provide a travel service due to a shutdown of all local airports for a duration of greater than 72 hours; and 2) for Rental Car Reservations if purchased, a complete cessation of travel services at the point of departure (pick up) and/or destination (return) for the duration of your Covered Trip." I tried to get onto another flight but the next available flight was AFTER i should have come back from my trip. I think this company is in a habit of just collecting money for insurance and does not pay back when things DO happen. If this company want to do alittle research, they will find ALL over the news that all airports were closed. If they want to call the airline, they will again find that there was not another flight aviable until the **** when i was to return on the ****. My flight was on a the **** there is 4 days which means 96hours until the next flight. I paid for insurance to you company and your company is not keeping your end of the deal of the contract.

Desired Settlement: I would like my money back for the flights amount of 432.00

Business Response:

We have reviewed *** *******’s complaint regarding the denial of his and his companion’s claim for trip cancellation due to the flight cancellation they experienced. The plan does not cover a trip cancellation due to a flight delay/cancellation of a traveler's outbound flight.  However, the plan does provide coverage for a cancellation in the event of flight cancellations due to a Natural Disaster, which is defined in the plan as such an event that renders the common carrier unable to provide travel service due to a shutdown of all local airports for a duration of greater than 72 hours. From the information received, we have confirmed that the airport in question was not in fact shut down for a period of greater than 72 hours.   As such, *** ******* and his companion’s claim did not qualify for coverage under the terms of the plan and the claim was appropriately denied.

 

However, we considered the full circumstances and time frame of the couple’s trip and we agreed to make a business consideration and provide them with the requested reimbursement of their non-refundable airline tickets.   Accordingly, payment in the amount of $216.00 per person was sent to *** ******* and *** ***** ******* on April **, 2014.

 

We trust that we have sufficiently responded to the concerns contained in *** *******’s complaint and are pleased we have been able to bring a satisfying close to this matter.    Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,
******* *******



 

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went on a cruise with my family in Dec 2013, and purchased travel insurance thru Berkley. While on the cruise, I ate lobster for dinner which made me sick the following day. I had ******* ******* ******, ****** and ********* I sought medical care and was seen by a nurse named ***** who prescribed medications for my symptoms. When we arrived in Cozumel, I wasn't allowed to leave the ship because medical personnel weren't sure if I was contagious.. Because of this I filed a claim for trip interruption. I contacted Carnival numerous times over a 2 month period but ultimately was told there was no completed medical form. I then contacted Berkley and was told this wasn't considered to be trip interruption since I didn't have end the cruise early.

Desired Settlement: I want the price of the cruise and me and my husband's return airline fare since we returned home early.

Business Response:

We have reviewed *** **********’s complaint and we are responding accordingly.  In her complaint *** ********** states that we advised her claim for Trip Interruption was not available for consideration as she did not end her cruise early.   On the contrary, as *** ********** provided no medical verification of her illness during her cruise vacation, we sent a letter to her on January **, 2014, advising that in order to further review her claim for Medical Expense benefits and Trip Interruption benefits we required verification of such illness.   Further, though she indicated additional expenses were incurred for a Trip Interruption, *** ********** provided no documentation regarding items for which she was requesting reimbursement, in particular additional airline fees, taxi and hotel expenses.  As such, we requested she provide copies of such expenses, as well as a brief explanation regarding what expenses were being claimed in our January **, 2014 letter.   To date we have received no response from *** **********.
 
Upon receipt of this complaint we contacted the cruise line and were able to confirm that *** ********** did seek medical attention for an allergic reaction during the trip.  We further confirmed that she was requested to remain in her cabin for one night to allow the medical staff to confirm that the illness was indeed an allergic reaction and was not contagious.   As such, we have agreed that we are able to provide *** ********** with reimbursement of one day’s cruise fare during her period of isolation.   Said reimbursement in the amount of $81.48, is being sent to *** ********** under separate cover.  However, please understand that as *** ********** was not isolated himself, we are unable to provide such reimbursement to him.
 
With regard to *** **********’s request for reimbursement for additional airfare for an early return home, please note that to date we have received no verification that the *********** did not complete the cruise.   If they did in fact interrupt and return home early, we kindly request that they provide such documentation of this, as well as the corresponding receipts for any covered expenses incurred, for our review.   Once we receive same we will be in a position to further consider the ***********’ claim.

Consumer Response: Better Business Bureau:

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:

I was told that since the insurance company could not acquire the medical records from Carnival that they were unable to proceed with the claim. No one from Berkeley ever mentioned that Carnival was contacted about my visit to the medical center. I have attached the credit card receipts for additional charges incurred (on my mother, ***** *****' card which I had to reimburse her for) for having to change mine and my husband's flights to an earlier flight home. Since there was no way I could have had Carnival stop the cruise just to take me back home I had to stay on the ship until the end.  I believe that the company or the cruise should not offer "trip interruption" coverage if one can not file a claim. Just because Carnival did not document that I was seen in the medical center I am having to suffer for it.

As mentioned earlier, I have attached the credit card receipts for the flight change. We had a hotel room booked for the night we returned in New Orleans but had to cancel it. Luckily the hotel did not charge us for the late cancellation.

Sincerely,

****** **********

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** **** ******




 

Business Response: We have reviewed *** **********’s remarks in answer to our response. We thank her for now submitting a copy of the credit card statement showing the additional airline expenses incurred for her and her husband’s revised return schedule. Please understand that had *** ********** provided this documentation as instructed with her original claim submission, or even when again requested in January, such payment could have been made at that time.

Further to *** **********’s statements in her correspondence, and as indicated in our original response, this claim was never declined for lack of medical verification. Rather when *** ********** failed to submit such verification with her original claim submission, we simply requested she obtain same from the cruise line and forward to us. Please note that when we contacted the cruise line upon receipt of the original complaint, they were able to supply the documentation of *** **********’s visit with the ship’s medical staff immediately. While it is the claimant’s responsibility to perfect his or her own claim, and supply whatever documentation and verification is needed, we did obtain this necessary verification on *** **********’s behalf from the cruise line directly.

Based on the information contained in *** **********’s claim submission and complaints, we trust that, with the forthcoming payment of the $55 per person change fees, this shall satisfy the outstanding claim and this matter is now closed. Should you have any further questions, please feel free to contact our office.

4/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In early February I purchased an airline ticket and was offered "travel insurance" (Berkley Travel) witch I paid for in case I needed to make changes. Unfortunately I did have a medical emergency and had to cancel my flight. I called (Berkley Travel) the insurance I had paid extra money for and I explain my situation and they say "no problem" please send a claim form in and we will take care of it. I went to my doctor, spent an extra $50 to get my claim filled out and sent it in only to find out that they denied my claim even though they claim to cover medical conditions. This company is a total scam and there is absolutely no reason to spend the extra money with them if they do not protect you at all. Now I am out over $500 because I trusted them. This is completely unacceptable!

Desired Settlement: I would like to get a refund of my plane ticket as they said they would do.

Business Response:

We are in receipt of *** ******’s complaint regarding the denial of this claim. While the complaint seems to indicate that *** ****** was the traveler and needed to cancel her own plans due to her own medical emergency, please allow me to clarify that the airline ticket which was cancelled was purchased on behalf of *** ******’s mother, ***** ********.   Further, the claim submission received indicated that *** ******** cancelled her trip when she was unable to board the airplane due to a panic attack.   Unfortunately, as the plan specifically excludes a cancellation as a result of a mental, nervous or psychological disorder, unless the individual is hospitalized for such condition, we were unable to consider *** ********’ claim. 

 

If *** ****** wishes to resubmit her mother’s claim on the basis of her own medical condition, we would be willing to consider same on the basis of a medical emergency of an immediate family member of the insured, *** ********.  Please note that any information *** ****** submits regarding her own medical emergency will be reviewed in accordance with the terms and conditions of the plan.    

 

With regard to the contention *** ****** makes in her complaint about being told by our office that there would be “no problem” with her claim submission, we hereby refute such statement.   Please note that when *** ****** originally contacted our office on February **, 2014 requesting to initiate a claim for her mother on the basis of her own personal issues, she was in fact advised that such personal issues were not ones specified in the plan as being covered reasons for cancellation.   However, she was invited to initiate a claim and submit any documentation she had regarding such personal reasons.   As such, *** ****** was in fact never told that her claim would be approved when initiating such claim. 

 

As stated above, we remain willing and able to review and information *** ****** would like to submit regarding her own reason for the cancellation of her mother’s airline ticket.  Until such time, though, we trust we have addressed the issues raised in *** ******’s complaint and provided the necessary clarification of the claim at isuse.  Should you have additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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]

 I am extremely upset and think this company is a total scam. When a person purchases "travel insurance" it is for the reasons to protect yourself and your money just in case a cancelation needs to happen. I travel often and have never ran into this problem before. There is absolutely no reason why an individual would purchase travel insurance if the company is going to make it impossible to get reimbursed . And have small print after small print on why they won't work with you. And this is exactly what Berkley is doing. I do NOT recommend this insurance to anyone out there traveling because again they are only here to take your money and protect you at all! They are very confused if they think that the claim was for me. I purchased the ticket for my mother and the person traveling has never changed. 

 Horrible, horrible experience!

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 *************************************************************

4/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a trip with Cheap Caribbean and the Travel Protection Plan through Berkley Travel on Sept. **, 2013. The trip was scheduled for Feb.**, 2014. On Feb.**, 2014 we were contacted by US Air saying our flight was cancelled due to inclement weather. I submitted a claim (#************) to Berkley Travel for reimbursement of trip cancellation. I received notification from Berkley Travel that the entire claim is denied. We paid approximately $220.00 for this insurance. The total cost of the trip was $3161.51 that included the insurance. I would appreciate your assistance in this matter since this Berkley Insurance Company appears to be nothing more than scam. Please contact me if more information is needed. Thank you in advance for your help. Sincerely, ******** ** *****

Desired Settlement: Payment from Berkley Travel

Business Response: We have reviewed *** *****’s complaint regarding the denial of her claim for trip cancellation due to the flight cancellation she experienced. The plan does not cover a trip cancellation due to a flight delay/cancellation of a traveler's outbound flight.  However, the plan does provide coverage for a cancellation in the event of flight cancellations due to a Natural Disaster, which is defined in the plan as such an event that renders the common carrier unable to provide travel service due to a shutdown of all local airports for a duration of greater than 12 hours. When *** ***** submitted her and her husband’s claim she provided no such verification and, as such, we were unable to consider the claim. As it is the responsibility of the claimant to perfect his or her own claim, submission of such verification would have been required. However, upon receipt of the complaint we took it upon ourselves to further investigate the status of the airport through which the Festas were scheduled to travel. While there is confirmation of several outbound flights leaving the day of their departure, we did take into consideration that the bulk of the flight schedule for that day was indeed cancelled.

Based on this information we have agreed to make a business consideration and provide the Festas with their requested reimbursement. Accordingly, payment in the amount of $1,430.47 per person is being sent to the Festas under separate cover.

We trust that we have sufficiently responded to the concerns contained in *** *****’s complaint and are pleased we have been able to bring a satisfying close to this matter. Should you have any additional questions, please feel free to contact our office.

Consumer Response: ************
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,

******** *****


 *******,


 I can't thank you enough for your assistance in this matter.  I feel certain we would not have received a refund without your help!  Thank you!

 

3/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance through Travelocity for a flight costing approximately $1,200.00. My wife was unable to fly due to being nauseas and vomiting. She was also pregnant. We went to her physician and she documented that my wife was unable to fly due to ***********. The claim was denied by Berkely Claims Department since she was not hospitalized. according to the claims department for pregnancies a claim will not be approved unless hospitalized. I was informed that an individual that has the flu and does not fly, but has a doctor's note would be approved. The claims department informed me that this was in the fine print. I feel that due to the fact that I paid for the insurance and I filled out the paperwork and also obtained the necessary paperwork from my physician that the claim should be approved. I felt as if the claims department was trying to find anyway they could to deny the claim and not have to pay the refund despite paying for the insurance. My wife had a legitimate reason for not flying, but the claims department would not consider it.

Desired Settlement: The desired outcome would be approval of insurance claim for refund of flight.

Business Response: We are in receipt of *** ****’s complaint regarding the denial of his wife’s claim.   While we understand *** and ***. ****’s 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.   From the information provided by ***. ****’s physician, he was monitoring her for a normal pregnancy.   The ICD code indicated by the doctor, V22.0 is Supervision of a normal first pregnancy.   As such, with no indication of a hospitalization, such reason for cancellation would be excluded from coverage.
 
While we understand that ***. **** was experiencing nausea and vomiting, this is of course the typical course in a normal pregnancy, there was no indication of any complications in the documentation received.   As such, ***. ****’s reason for cancellation is one specifically excluded under this plan.
 
Please note that the plan in its entirety is made available to the purchaser during the booking process and the purchaser must initial their acceptance of the plan’s terms and conditions in order to complete the purchase.   As such, the information regarding this specific exclusion was provided at the time of ***. ****’s purchase of the plan.  
 
Though we understand the ****s’ disappointment in the denial of the request for reimbursement, we must adhere to the terms and conditions of the plan purchased.   As such, we must uphold our denial of ***. ****’s claim and no payment shall be forthcoming.   Should the ****s have any information they feel may have a bearing on this claim, they should feel free to submit same to us for review.
 
We trust we have addressed the issues raised in *** ****’s complaint.  Should you have additional questions, please feel free to contact our office.

3/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a airline ticket for our daughter in November to travel back to New York after staying several days for Christmas in 2013. Bought the insurance from this company just in case she would be delayed due to weather or sickness ect. so we would be covered one way or another. Our daughter arrived on Dec. **** 2013 and we were advised that she was let go due to not accepting unwanted advances that her bosses father had made to her. I contacted the insurance company several days before her flight was due to leave and advised them of the termination and they sent the paper work over the internet, even though I had requested it sent in paper form also. I had sent them the termination papers as well as her unemployment papers from NY as they had requested. We received on 02-**-2014 papers from AON stating that ***** had to be employed for at least 3 years before her termination which was not disclosed in any of the paperwork provided with the contract. I contacted our family attorney and he will assist in this case due to the non-disclosure of the employment terms. We are requesting a 10 day demand for the total cost of attorneys fees of $100.00 and the complete cost of the ticket and insurance.

Desired Settlement: Attorneys fees of $100.00 and the entire cost of the airline ticket and insurance.

Business Response:

We have reviewed *** ******* complaint which he filed on behalf of his daughter, *****, and are responding accordingly.  *** ******* states that he had purchased an airline ticket for his daughter to return home after her visit with the family for the holidays.  However, while with her family in Arizona for the holidays she learned that she was released from her employment.   Accordingly, as she no longer needed to return to Buffalo, she cancelled her scheduled flight and submitted a claim for reimbursement of the unused airline ticket.  

The plan that was purchased for *** ******* does indeed offer coverage for a flight cancellation in the event of a job loss.  However, there are certain criteria that must be met in order to qualify for such coverage.   In particular, there must be verification that the participant was employed with the same employer for a period of three years or greater prior to the termination or layoff.  

The claim for *** *******’ was initiated on December **, 2013. A claim form was sent out via email at that time.  We apologize if a second requested claim form was not sent via the US postal service. Upon receipt of the claim form from *** *******, we noted that this information was not provided.   As such, we sent correspondence to *** ******* on January **, 2014, requesting this verification.  To date we have received no response from *** ******* prior to this complaint. 

Please understand that this requirement, together with all the terms and conditions of the plan is contained within the plan document.   Further, the plan in its entirety is made available during the booking process and, finally, in order to complete the purchase, the purchaser must initial their understanding and acceptance of the terms and conditions of the plan. 

If *** ******* does indeed meet the plan requirements regarding a cancellation due to a job loss, we encourage her to provide such documentation to our office to allow us to finalize her claim.   Should *** ******* not meet these requirements, we regret that we would be unable to consider her request for a reimbursement.

We trust that we have responded to the issues raised in *** *******’ complaint on behalf of his daughter.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

In response to the recent statements made, I have concluded the following. I am still waiting for the original contract to be sent to my address as requested when I bought the insurance for this flight. I reviewed the e-mailed contract again last night and there is " No STATEMENT " in this contract pertaining to the three year limit of employment to be eligible for coverage in this plan. The statement you have received from this insurance company is a lie and can be proven with the contract that was sent via e-mail on the date of purchase of this coverage. As stated before, this company has received all of it's request and there is no need to send a subpoena to my daughters old work in New York. If and when this contract is sent to my home as requested at the time of said contract, my family attorney and I will review this contract at that time. If the hard copy of this contract varies in any way from what was sent via e-mail, we fully intend to seek damages from this transaction. As stated, there is no clause in any contract sent that states my daughters employment has to be any amount of time what so ever. It has been concluded that there statement is a lie and should be published to prevent any problems in the future with innocent customers such as this.

Consumer Response: Better Business Bureau:
In response to the recent statements made by this company, I have concluded the following. To date, there has been "NO" hard copy of this transaction sent to my residence as requested back in November 2013. There is no reason that after you explain to their employee that this had to be sent, tell them my correct name and address, make them repeat it back to me as to not be unclear, and then have over 5 months to still be waiting on this hard copy. Why it was "NEVER" sent? Now we know...... Please have this "Insurance Company" send me my hard copy of this transaction along with their partial payment of this settlement. Thank you BBB for your help in this matter.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: We have reviewed *** ******* reply to our second response.  Please note that when *** ******* purchased this plan, a link to the product was provided on the confirmation, which *** ******* confirms in his complaint.   However, his assertion that the document contains no language regarding the three-year employment requirement is unfounded, as demonstrated by the copy of the plan attached with our second response. 
 
Please note that from the time *** ******* initiated the claim for his daughter on December **, 2013, we show no calls received from him requesting an additional copy of the protection plan.   Further, we can again confirm that the document attached with our second response is the same plan provided to *** ******* upon his purchase of the plan.   However, in accordance with *** ******* current request, we are forwarding a hardcopy of the plan to him at this time.  
 
We trust this concludes this matter and we have closed our file.

3/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I FILED INSURANCE CLAIM WITH AON SERVICES FOR MY PHONE THAT WAS STOLEN FROM ME DURTING THE FLIGHT FROM EUROPE TO CHICAGO. CLAIM NUMBER IS **********. DUE TO THE SHORT CONNECTION BETWEEN FLIGHTS IN CHICAGO I HAD NO CHANCE TO FILE A POLICE REPORT AT ORD AIRPORT. WHEN I ARRIVES BACK TO INDIANAPOLIS I WAS SAID THAT I SUPPOSE TO FILE IN CHICAGO FOR POLICE TO TAKE MY REPORT. i PURCHASED INSURANCE TO MAKE SURE THAT IN CASE IF I LOOSE SOMETHING FROM MY PERSONAL PROPERTY I WILL BE REIMBURSED. AS A RESULT, ALL I GOT WAS A LETTER STATING THAT WITHOUT POLICE REPORT THEY CANT COVER MY LOSS. QUESTION: WHY CUSTOMER HAS TO SUFFER IF THE CONDITIONS UNDER WHICH HE WAS RESULTED IN INABILITY TO MAKE POLICE REPORT ON TIME?

Desired Settlement: i WOULD LIKE TO RECEIVE EITHER IPHONE 5 THAT WON ******* WALMART IT COST 55AS STOLEN OR ENOUGH MONEY THAT I CAN GO AND BUY ONE IN WALMART. AT *********** ******* WALMART IT COSTS $589

Business Response:

We have reviewed *** *******’s complaint and we are responding accordingly.  In his complaint *** ******* states that his cell phone was stolen during the first leg of his flight from Europe to Chicago.   He states that he had no time to file a police report in Chicago during his layover and therefore he is unable to provide any verification of this loss.   Please understand that in order to consider a claim for lost or stolen personal belongings, a report from the appropriate party is required.  The plan states the following:

In case of loss, theft or damage to Baggage and Personal Effects, you should: 1) immediately report the situation incident to the hotel manager, tour guide or representative, transportation official, local police or other local authorities and obtain their written report of your loss

In this instance, *** ******* indicates that the theft occurred during his flight and that he did not have time to report the theft during his layover in Chicago.  Please be advised that under the terms of the plan, an insured is able to report a theft through a variety of means (and not just at the destination of the given flight).  Since no such report was made and, as *** ******* has not met the plan requirements of providing verification of such loss, his claim was denied. 

Please understand that while we are comfortable with our determination, solely as a gesture of goodwill, we have agreed to make a business decision and provide *** ******* with the applicable reimbursement.   Please note that *** ******* indicated on his claim form that his original purchase price was $699.95.  He further indicated in his complaint that he could secure a replacement telephone for $589.00.   However, under the terms of the plan, we are able to provide *** ******* with a maximum benefit of $200.   Please note that the plan contains a per article limit of $200.   As such, the maximum benefit that we can provide under the plan for the loss of this single item is $200, subject to the per article limit in the plan.

We trust we have responded to the issues raised in *** *******’s complaint,   Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

****** *******



 

Consumer Response: Better Business Bureau:

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:

 



I just wanted to mention that I never received promised restitution from the company.

I cannot contact them either.




Would it be possible for you to contact them and have it resolved.




Thank you
*******************

 

 

 




 

Business Response:

We have reviewed *** *******’s rejection of our response, specifically regarding him not having yet received our payment.   Please note that payment was sent to *** ******* on February *, 2014, to the address he had originally provided on his claim form* **** ******* ******* ************ ** *****.   We see *** ******* has another mailing address, namely **** ******* ****** *********** ** *****.   To date, the original check has not yet been returned to our office.   As such, we have taken the liberty of voiding the check and will reissue it in the next claim payment processing in our office on March ***.  I will then confirm that the check is sent out via overnight delivery to *** *******’s new Skyline Drive address.

We apologize for this confusion and assure *** ******* he will be receiving his replacement check shortly.   Please allow me to advise that *** ******* can contact our office at ###-###-#### during the following business hours:  Monday to Friday 8am – 10pm and Saturday 9am – 5pm.   He can also email us at anytime at ***********************.

We trust we have addressed the issues in *** *******’s last correspondence.  Should you have any additional questions, please feel free to contact our office.

2/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On January **, 2014, I booked a Birmingham, Alabama, hotel through *********. Along with the hotel booking, I purchased an insurance policy from AON (Berkely Travel). The hotel booking was for January ** - January **. Due to a blizzard and dangerous storm, roads were closed in the city of Birmingham. I could not reach my destination without breaking city laws. This storm made national news due to the severity and official shut down of the city, which caused cessation of travel services. I completed a refund claim (#*********** to AON (Berkley Travel) on January **, 2014. On February **, I received a letter (dated 2/**/14 and signed by **** *******) that my claim has been denied.

Desired Settlement: To refund the amount of $218.22 minus $10.00 charge for the insurance.

Business Response:

We have reviewed *** ********’s complaint regarding the denial of his claim for trip cancellation due to the flight cancellation he experienced.   The plan does provide coverage for a cancellation in the event of a Natural Disaster, which is defined in the plan as such an event causing a complete cessation of travel services at the point of departure or destination of the trip.   When *** ******** submitted his claim he provided no such verification and, as such, we were unable to consider his claim.  As it is the responsibility of the claimant to perfect his or her own claim, submission of such verification would have been required. However, upon receipt of the complaint we took it upon ourselves to further investigate the two points of travel for *** ******** and the conditions under which the flight cancellation was made.

Based upon our findings, we can now affirm that *** ********’s reason for cancelation meets the plan requirements and we are able to provide *** ******** with the requested reimbursement.  Accordingly, payment in the amount of $208.22, the cost of *** ********’s cancelled airline ticket, is being sent to him under separate cover.

We trust that we have sufficiently responded to the concerns contained in *** ********’s complaint and are pleased we have been able to bring a satisfying close to this matter.    Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

******* ** ******



 

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the insurance plan on 12/**/13 after being advised to by *********. After receiving the documents via email, I read through it and realized it was not what I was needing and I sent an email inquiry requesting to cancel the insurance and get a refund. This email was sent 12/**/13, only 1 hour after the plan was purchased. I then printed the email and sent it via regular mail to the address listed in the insurance documents. I followed all the requirements listed in Berkeley's "Ten Day Right To Examine" which is copied and pasted here = If you are not satisfied for any reason, you may cancel your coverage within 10 days of your receipt of this document. Your premium will be refunded, provided there has been no incurred covered expense and you have not departed on your Covered Trip. When so returned, the coverage is void from the beginning. Request a refund in writing by providing your contact information as well as copy of your plan description to our authorized agent, Aon Affinity Berkely Travel, *** ******* *********** **** *** ***** ******** ** *****. So I sent an email an hour after purchase so that they would know I was trying to cancel before my trip departed, then sent it via regular mail as it states to do. I received a response via email on 1/*/14, advising me to go to their website and fill out a claim form. Which I did, although the forms did not apply to just canceling the policy, but I filled it out, along w/a letter saying I just wanted to cancel, also included all emails up to this date and faxed them on 1/*/14. Never heard anything from them until 1/*/14 via email, stating they received my claim request and would be in contact in 2-3 days. Never heard anything. On 1/**/14 I sent an email advising I've been trying to resolve an issue since 12/**/13 and they were not responding in a timely matter. 1/**/14 I received an email back advising due to severe weather they were delayed w/claims and I would receive another claim form within 3-5 days....ok so now I have to fill out another? Got the claim form via email the next day, filled it out again, included all emails and another letter and faxed it, same day 1/**/14. On 1/**/14 I received an email they had received my claim form and would be in contact if they needed anything else. Never heard anything again so I sent an email asking about the status on 2/*/14 and received an email back the next day stating they needed more information. They are now requesting my grandmothers death certificate to process the claim. I am not going to go through all the trouble of getting the death certificate when that is not needed to cancel the claim from the beginning. I tried to cancel it and get a refund an hour after I bought it. It's absolutely ridiculous how long they take and how many times I have to keep checking the status, I've filled out the claim form that doesn't even apply to me twice, sent numerous email which I have, sent separate faxes and letters of my request, which I also have, and now they want the death certificate?! At this point I feel there is no way to get resolution from this company without outside help.

Desired Settlement: Refund in the full amount of $63.00 in a timely manner. It's already been over a month, almost two months now that I've been trying to cancel the policy

Business Response:

We have reviewed *** ********’s complaint regarding her request for a premium refund for her husband’s cancelled airline ticket.  Please be advised that upon receipt of the complaint, we took the necessary steps to correct the matter and obtain the premium refund for *** ********.   The refund was provided back to the *********’ credit card on February **, 2014.  We apologize for the oversight that had originally misdirected and delayed *** ********’s request. 

As the *********’ premium refund has now been processed we trust this matter is concluded.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

****** ********



 

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To: BBB of ******* ******* and ***** ********* **** **** ****** ***************** ** *****Dear Sir/Madam,I wish to inform your office the fraudulent insurance practice of Berkley Travel/Avon Affinity of two airline travel insurance I purchased in 2012 through on-line Expedia.I purchased a ticket (claim **********) on 4-**-2013 from SFO to Houston (return leg of a trip to SFO 9-**-2013) to attend my sons wedding. I purchased another ticket on 5-*-2013 (claim **********) from Orlando to Houston (return leg of a trip to Orlando 10-**-2013) to attend my nephews wedding. On both of these occasions, on account of my brother-in-laws ****** *********, and the fact that both of my planned trips were arranged with activities with him and my sister, I purchased online travel protection insurance each instance with the above mentioned agency.My brother-in-law developed progression of his ****** ******* (Physicians statement provided on the claims) and required chemo therapy and was unable to make both of those trips. I therefore had to made alternate travel plans for those 2 legs detailed.The Berkley Travel/Avon Affinity received all pertinent documentations for the said 2 claims. On 12-**-2013 I received deny letters of both of these claims with the justifications as follows: The covered reason for cancellation or interruption of your flight must first occur after your effective date of flight cancellation coverage. According to our records, your effective date is 4-**-2013. The second claim-deny letter similarly indicated the effective date is 5-**-2013).The reason of any travel protection is an unforeseen health problem, which cancer progression is certainly a valid claim. The company claims that this is not a valid reason is an internet/insurance fraud.I trust your office will properly investigate this internet/insurance fraud as it occurred in Texas.Sincerely,**

Desired Settlement: Claim ********** $195.00Claim ********** $$240.80

Business Response:

We have reviewed *** **’s complaint regarding his claim for Trip Interruption reimbursement on the two claims he had filed with our office.  Please note that *** ** altered his itinerary on the two trips in question due to the medical condition of his immediate family member.  Unfortunately, for the information originally submitted it was not evident that the reason for cancellation was one that was covered under the plan.  However, based on information *** ** submitted to our office concurrent with this complaint, which included medical documentation regarding his brother-in-law’s medical condition and treatment, we were able to reverse our earlier determination. 

Accordingly, we contacted *** ** on February **, 2014 to advise of the forthcoming payment of his claims.  Payment was subsequently sent to *** ** on February **, 2014.  As these claims have now been settled we trust this will conclude this matter.   Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

**** **



 

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a car from this Enterprise location for the weekend and returned it on Labor Day, 2013. The store was closed so we deposited the keys in the bin, as directed. The car was in perfect condition. Several weeks later, we received an e-mail from Enterprise claiming the car had been scratched and they included a bill for repairs. They included photos of the damage that appeared to indicate a scratch on the driver's side door. There were no time-stamps on the photos. In addition, the bill they included charged us for several things that did not seem relevant to the damage depicted - bills for labor charges on headlights, for example. We had purchased car rental insurance with AON Affinity Berkley Travel but both Enterprise and AON Affinity had a dispute, claiming that the other party was liable. Enterprise claims the car was not in their possession, despite being parked on their lot with the key in their bin, at the time of the alleged damage. AON Affinity claims the car was not in MY possession anymore since it was on Enterprise's lot. Now Enterprise is trying to threaten to send a bill agency to collect the bill - alleged damage which I am not responsible for, and which I had purchased car insurance against as a precaution!

Desired Settlement: I would like the payment for alleged damage to be dropped as I was not and am not responsible for it, and had purchased car insurance as a protection against this unless it is to tell me it has been resolved. I would like the insurance company to honor their agreement and cover the alleged damage. I also would like to stop being contacted about this. I would also like any potential damage to my credit rating to be reversed if it has been affected or will be affected by this.

Business Response:

We have reviewed *** ******’s complaint regarding her claim for Car Rental Damage coverage.    As indicated in *** ******’s complaint, the plan purchased does provide such coverage in the event damages are sustained by the rental vehicle during the covered rental period.   As *** ****** has advised, there was no damage noted during such rental period and she contends that when the car was left in the rental facility lot, the vehicle had sustained no such claimed damage.

Based upon this information, we were unable to consider the demand from the rental agency.   We are comfortable with this position as the rental agency itself is unable to verify any damage to the vehicle while in our insured’s possession and, in fact, lists the date of loss as one day after the termination of coverage for *** ******.

However, while we are comfortable with our determination on this claim, as a courtesy to *** ******, and to assist her in this matter, we have agreed to make a business decision and provide the applicable reimbursement to the rental agency for the damages that would have been recoverable under the plan had the damages been proven to have occurred during the covered trip.  

As such, we have reached out to the rental agency to advise we will be providing payment of both the repair costs of $797.00 and the Loss of Use of $92.95.  Please note that, even if this claim had been payable upon initial submission, the remaining two charges, for the Administrative Fees and the Diminishment of Value, would not have been covered as neither charge is one covered under this plan.  Payment will be provided to the rental agency directly.  

We trust we have addressed the issues raised in *** ******’s complaint.  Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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,

***** ******



 

2/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased "Collision Damage Insurance" through **************. We scratched the left fender of the vehicle we rented. ********** **** referred us to "Berkely Care" to file a claim. We filed the claim (***********) and now they are not paying for all or part of the vehicle repair bill.The total bill is $753.00 ($653.00 for repairs, $100.00 admin. fee's). Berkely Care is refusing to pay the $100.00 Administrative fee's. We are now getting collection notices from Alternative Claims Management for the remaining $100.00. Berkely Care never notified us that they were not going to pay the full amount of the repair bill. We found out only through the letter from Alternative Claims Management, when they sent us a bill. We purchased the Collision Damage ($11.00 a day for 5 days) through the ************** website while we were reserving a car for our vacation in September 2013. We reserved the car through ************** in February of 2013.There was no policy provided when we purchased the insurance. I have called to ask about the $100.00 and I was told they would e-mail a policy (which they did)January ****, 2014 (a little late) and I did not see anything about not covering administrative fee's, in the policy which e-maild to me.We spoke to a "****" from Aon Affinity/Berkely Care on 1/**/2014 at 11:45 PST. They basically told us that there was nothing they could do except mail us a policy.

Desired Settlement: I am requesting Berkely Care to pay for the total repair bill, since that it what I purchased the Collision Damage Insurance for.I am requesting that Berkely submit payment of $100.00 to Alternative Claims Management ACM # *** ******Berkely Care never said they would not cover administrative fee's

Business Response:

We have reviewed *** *****’s complaint regarding the payment he received under his Rental Car Damage coverage claim.   As indicated, the $100 administrative fee charged to *** ***** was not a covered expense under the ************** Collision Damage Insurance plan (“Plan”).   This Plan specifies not only the covered perils but also states what items related to such damage to the rental car are covered.   In the event the rental vehicle that was damaged is able to be prepared, the Plan specifies that the items covered are as follows:

a)     the cost of repairs and rental charges imposed by the rental company while the car is being repaired…

Accordingly, we provided payment under *** *****’s claim for the cost of the repairs performed on the vehicle, namely $653.00.  As was explained on the copy of the Calculation of Car Rental Loss/Damage Waiver Benefits (“COB”) that was sent to *** ***** on December *, 2013, the Plan does not cover administrative fees or towing expenses.  As such, we were unable to consider the $100 charge submitted by Alternative Claims Management on behalf of Fox Rent A Car.  I have attached a copy of this COB for your reference.

Further, though *** ***** contends that he was not provided with a copy of the Plan when he purchased it, please note that a full copy of the Plan is made available to all prospective participants during the booking process and he would have had to initial his acceptance of the terms and conditions to complete the purchase.   In addition, a link to the Plan is provided on the booking confirmation as part of his itinerary.  Accordingly, *** ***** had ample access to the full Plan both prior to and concurrent with his purchase.

While we are comfortable with our determination on this claim, we have, solely as a business consideration in this particular instance, agreed to make an exception and provide the additional reimbursement of the administrative fee to Alternative Claims Management. Please understand that though this administrative fee is not a covered expense under the protection plan, this refund is being provided solely as a courtesy and does not impinge on the original claim determination made on this claim.  Payment will be sent to Alternative Claims Management under separate cover.

Should you have any additional questions, please feel free to contact our office.

Consumer Response: Better Business Bureau:

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. Ca I get a copy of, or any documents related to Berkely Care swending the $100.00 to Alternative Claims Management?

Sincerely,

**** *****



 

1/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My sister and I decided to spend some time together on New Years to celebrate since we both work long hours and get very little time off. So we planned a trip to *********** ** for New Years around Thanksgiving, and booked a hotel for 4 nights through *********.com totalling $846.88 (********* confirmation # ********), where we purchased the $20 Travel Insurance through Berkely Travel. My sister is an ********* **** ****** ******* ** *** ********** ** ******* ******* ****** ** ************ **; she requested the time off and the ******* ****** contracted ******* ******* to cover for her while we were away. We were to check in to our hotel in ********** on Sunday 12/**/2013 and would be checking out on 1/*/2014; but on Friday 12/**/2013, the other full time ** ****** ******* ***** *** *** ** ** ********. This ******* was to cover for her for the first two days of our trip, and he was not able to do so because of his injury. So my sister had to stay an extra two days in *********** and wait on the contracted ******* to arrive. So I initially filed a claim with Berkely to be refunded for the first two nights of the trip since we purchased insurance through their company in case something like this came up. I called the hotel the day we were to check in and let them know we would be two days late, they said it was no problem but since we had purchased the rooms through the third party *********, we would have to talk to them about the refund. But we arrived in ********** two days late and went to check in to the hotel and the reservation had been cancelled. The hotel said they cannot cancel reservations booked through a third party, and ********* said they do not cancel rooms, and Berkely said they're an insurance company only and cannot cancel as well. So now I contacted Berkely again and asked that I be refunded for the full $846.88 since we did not get to stay in the hotel and had to make other arrangements (which was infuriating at the time). I spoke with ******* ****** at Berkely insurance today, and he informed me that since there was no immediate emergency to myself or my sister, we would not be given a refund. I read the stipulations for their insurance before I called, and I knew that an Emergency Room not having a ****** ******* on staff, at a ***** ******* ****** **** the one at the ********** ** *******, was an extreme emergency. And it was because of this I knew that our trip would surely be refunded. One of the stipulations was in fact, if you have lost your job and cannot afford the trip you will be refunded, and she would have lost her job and possibly ruined her career in the medical field if she had not stayed to cover, knowing she was on vacation. It is just difficult for me to grasp that had I had a splinter in my finger and taken myself to the emergency room, we would have been refunded. But I wanted to be honest with them since that is the right thing to do and surely this is an emergency worth warranting a refund. But I am being told that it is not and that I can appeal but ******* said on the phone, "Appeal to what, we already have your case and you nor your sister were in any kind of emergency situation."

Desired Settlement: I think the right thing to do is to refund us for our loss of $846.88 on the trip since we were never able to step foot in our hotel room that we paid that amount for, more less spend a night there.

Business Response:

We have reviewed *** ********’s complaint on behalf of he and his sister and we are responding accordingly.  In his complaint, *** ******** explains that he and his sister had to change their scheduled travel plans due to *** ********’s work conflict.  

Unfortunately, the *********’ situation is not one covered under the plan.   While we understand the position in which *** ******** was placed, a change in an individual’s vacation schedule due to a work conflict, including the requirement for *** ******** to cover for an injured colleague, is simply not a reason for cancellation or interruption covered under the plan.   As such, the *********’ request for a cash reimbursement under the plan was not eligible for consideration.   

Please understand that *** ********’s contention that an emergency department without a staff ****** ******* would be considered an “extreme emergency” and therefore would qualify for coverage under the plan is simply incorrect.  The plan provides a listing of specified reasons for cancellation and interruption under the plan and such an issue is not among these reasons.   Furthermore, the plan also contains specific exclusions to coverage which preclude eligibility for reimbursement.   One such exclusion listed is a cancellation or interruption due to a business or contractual conflict.  

Based on the information received, the *********’ reason for cancellation and interruption of their plans was not one covered under the plan and their request for reimbursement was appropriately declined.  

While we understand *** ********’s disappointment at his and his sister’s change of plans, we hope he can understand that we must review each request in accordance with the terms and conditions of the plan purchased.  

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought Travel insurance through Priceline and unfortunately I suffered some loss i.e damages to my luggage. I called them / filled up forms online and I am yest to recieve a claim form. Their process is very weird you have to call or fill up a form to receive claims forms. I am yet to receive any forms . I am very annoyed . If can't fulfil their promise they should refund me my money . I will approach small claims court shortly against the company. My claims # is reference number *******

Desired Settlement: Refund or send me check to cover my losses

Business Response:

We have reviewed *** *****’s complaint regarding his claim for damage to his luggage and his difficulties with receiving the requested claim form from our office.   Accordingly, we are providing the following outline of the course of events in this matter.

*** ***** originally initiated a claim via the internet on 11/**/13, at which time a claim form was sent to him via postal mail on 11/**/13.  *** ***** then contacted our office via email on 11/**/13, requesting status of the requested claim form.  A new claim form was emailed to *** ***** on 11/**/13, concurrent with his additional telephone request of that same date.   *** ***** then emailed our office on 11/**/13 advising he still had not received our claim form – neither the copy sent via postal mail nor email.   On 11/**/13 we responded to *** ***** via email, again providing him with a copy of the claim form as an attachment.  On 11/**/13 we received an additional email from *** ***** regarding the status of his request.   To provide the appropriate response to his inquiry, we responded via email on 11/**/13, requesting that he call our office to discuss the claim and the claims process.

We received no further communication from *** ***** until this complaint was received.  Please note that, upon receipt, we reached out to *** ***** on 12/**/13, leaving messages for him at both telephone numbers he had provided.   *** ***** returned our call on 12/**/13 at which time we confirmed to him the course of events and our efforts to provide him with the requested claim form.   While still on the line with him, we again sent the claim form to him via email.   He confirmed receipt of it at that time and affirmed he would complete the form and return it to our office shortly.

We did receive the completed claim form from *** ***** on the afternoon of 12/**/13 and payment in the amount of $150.00 was provided to him the following day.

As *** ***** has received his requested claim payment, we have closed this matter.   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.

10/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We booked a vacation with Carnival Cruise Line from October **** 2013 to November *, 2013. We booked it including the insurance that we were told would be refunded to us in case of an emergency because as the Rep at Carnival said "things happen". Well we found out that a family member has ****** ** *** ***** and is expecting to die anyday. Because of this we did not want to leave for the cruise because we wanted to stay close. The total cost of the trip was $1,115.00. The vacation protection was $95.00 each which was inculded in that total. Carnival refunded us $744.00 and we were told that the rest would come from the Berkely Claims Department to contact them. I called Berkely, filled out their form and emailed it back to Berkely. I called two weeks after that for the status and I was told that my claim was still being reviewed. Today I call and i'm being told by a very arrogant ********** named ***** (not sure if that was her name) that I need to have a phyican fill out a medical form. With everthing going on there is no way I have time to take a form for a vacation to have a doctor fill that out. I wasn't told that this was the precedure for a refund when I asked the rep if it would be difficult to get a refund if there were an emergency.. To me it defeats the purpose of the insurance. Claim # ********** Ref# *******

Desired Settlement: I would please like my refund back. I am under a lot of stress and i'm not asking for anything extra other than what is due to me.

Business Response:

We have reviewed *** ***’s complaint and we are responding accordingly.  In her complaint, *** *** explains that she and her companion had to cancel their travel plans due to the medical condition of her traveling companion’s family member.   *** *** further advises that she will not submit verification of such medical condition as she feels it is too burdensome to submit such information.

Please understand that medical verification can be provided in the form of a completed Attending Physician Statement contained on the claim form, a letter from the treating physician or an admission or discharge summary confirming the dates of treatment.   But as outlined in the plan, such verification is required in order to consider a claim based on a medical condition as the reason for cancellation.

Please note that the plan requirements in their entirety, including the requirement of medical verification of an illness and treatment, are all indicated in the plan which is made available to any potential plan participant on the cruise line’s website. 

Once we receive such required verification, we will be happy to give *** ***’s claim our immediate attention.  However, until such time, we will be unable to finalize her claim.

Consumer Response: Better Business Bureau:

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:

 

At the time the monies are being collected from a Carnival Cruise Rep for a cruise, the insurance is encourged, but not explained and the customer does not think to ask because of thinking that the purpose of the insurance is to get a refund without any problems.  I feel that the insurance is misleading and would please like a refund.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ***




 

10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January, 2013, my husband. ******* ** ********* and I booked a vacation to Jamaica (scheduled for November, 2013) with Cheap Caribbean, and took our cancellation insurance with AIS Affinity Insurance. The policy specifically states we can cancel for any reason. We paid a deposit of $1,878.14. In April, 2013, my father called me and told me my mother had been hospitalized with a severe ****** ********* and was in critical care. My parents live in England, so I had to book a flight there and back. The cost of the round trip flight on British Airways was over $1,000.00. I was in England for 3 weeks in April attending to my mother after she was released from the hospital, and incurred additional expenses while there. I had to use money for this emergency trip that we had set aside for our Jamaica vacation. We were not able to replace this money, so we had to cancel our vacation with Cheap Caribbean. We were advised to submit a claim to AIS Affinity (Berkely) Insurance which we did, completing all required paperwork and submitting it to them on August ****, 2013. During the *** week of September, 2013,having not heard from the insurance company, I called them and was told they "were looking into the claim." Three weeks have since elapsed and we have not received a refund. I called the insurance company again today, October, ***, 2013, and was again told they "were still looking into the claim." We want our refund as our policy states were are entitled to receive.

Desired Settlement: Our policy states we can cancel for any reason. We have provided proof that the reason for our cancellation was a medical emergency of a family member. We can our refund immediately.

Consumer Response: Better Business Bureau:

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,

******* *********



 

10/10/2013 Problems with Product/Service | Complaint Details Unavailable
9/30/2013 Problems with Product/Service | Complaint Details Unavailable

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