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San Diego, Orange and Imperial Counties

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CSA Travel Protection

Additional Locations

Phone: (858) 810-2000 View Additional Phone Numbers 4181 Ruffin Rd #150, San Diego, CA 92123 http://www.csatravelprotection.com

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Description

This company offers travel insurance and assistance services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that CSA Travel Protection 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for CSA Travel Protection include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 89 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

89 complaints closed with BBB in last 3 years | 29 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 3
Delivery Issues 0
Guarantee/Warranty Issues 7
Problems with Product/Service 71
Total Closed Complaints 89

Customer Reviews Summary Read customer reviews

1 Customer Review on CSA Travel Protection
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: January 19, 1994 Business started: 04/25/1991 in CA Business incorporated: 04/25/1991 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

California Department of Insurance
Consumer Services Division, 300 South Spring Street, Los Angeles CA 90013
http://www.insurance.ca.gov
Phone Number: 800-927-4357
Fax Number: 213-897-5961
The license number is 0821931.

California Department of Insurance
Consumer Services Division, 300 South Spring Street, Los Angeles CA 90013
http://www.insurance.ca.gov
Phone Number: 800-927-4357
Fax Number: 213-897-5961
The license number is 2821931.

Type of Entity

Corporation

Business Management
Ms. Lindsay Boll, Compliance Manager Mr. Robert Chambers, Vice President of Operations Ms. Chris Metz, Senior Technical Specialist
Contact Information
Principal: Ms. Lindsay Boll, Compliance Manager
Principal: Mr. Robert Chambers, Vice President of Operations
Principal: Ms. Chris Metz, Senior Technical Specialist
Business Category

Insurance - Travel

Alternate Business Names
CSA Travel Protection & Insurance Services Customized Services Administrators Inc
Referral Assistance

The following Government Agency(s) or Association(s) may be able to provide you additional information:

California Department of Insurance Consumer Services Division, 300 South Spring Street, Los Angeles CA 90013 Phone Number: 800-927-4357 Fax Number: 213-897-5961 http://www.insurance.ca.gov

Industry Tips
Independent Travel Agents

Additional Locations

  • 4181 Ruffin Rd #150

    San Diego, CA 92123 (800) 348-9505 (858) 810-2000

  • PO Box 919400

    San Diego, CA 92191

  • PO Box 939057

    San Diego, CA 92193

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Additional Phone Numbers

  • (800) 348-9505(Phone)
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Complaint Detail(s)

10/30/2014 Advertising/Sales Issues
10/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a vacation package with New River Retreat in Draper va. With the vacation package, I purchased travel protection through CSA. I recieved information from New River Retreat, about my Guest Protection Plan. On the brochure it eludes that the common cold is covered. My son was hospitalized on Sat Sept. 6th 2014 for a planned suicide. He is at ***** **** Adolescent mental institution in Salem Va. where he remains until he is stable enough to return home. I contacted CSA Travel protection on Monday morning and told them I would not be able to go on my vacation due to my son being in the hospital for a planned suicide. They told me that suicide attempt by a spouse or child was not covered. They said I could fill out a claim, but again that suicide attempt by spouse or child was not covered, but that some one would review the case. After speaking with my son's counselor at the hospital, upon discharge, he would need close supervision for an indefinite period of time. There is no way my husband and I could leave town to go on vacation with my son's present condition. I can't believe they elude to the fact that a common cold is covered but not a planned suicide with a mental health hospitalization.

Desired Settlement: I want a complete refund for my reserved vacation with New River Retreat!

Business Response: ******* ***** I BBB OF SAN DIEGO
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123

***** ***** #********
Claim Number: ***********
Policy Number: ******** **
Travel Dates: September 20, 2014- September 27, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated September 11, 2014, notifying us of the complaint filed by Ms. *****.

Ms. ***** booked a rental through New River Retreat and purchased the travel protection plan on August 07, 2014. At that time, a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions were emailed to her.

Ms. ***** contacted our office on September 08, 2014, stating that she must cancel the trip due to the suicide attempt and subsequent hospitalization of her son. The following policy exclusion was reviewed with Ms. ***** during that telephone call, "We will not pay for any loss under this Policy, caused by, or resulting from ... a. your or your Traveling Companion's suicide, attempted suicide, or intentionally self-inflicted injury".

We have not received Ms. *****'s claim form and supporting documents. It is not clear if the exclusion referenced above will apply to this claim. Once the claim documents are received, we will begin the review process.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

cc: General US Branch

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In the brochure that I received from New River Retreat,  Guest Protection Plan, safeguard your trip with CSA travel protection.  The first 2 sentences state "Before you go, Unable to travel due to a cold? No problem!"  These sentences indicate that a cold is covered, therefore I would think that the attenpted suicide of my son with a  1 week long psychiatric hospitalization stay would be covered! You have received a statement from his psychiatrist stating,  My son's name, "made a serious suicide attempt 9/6/14 just prior to hospitalization and he has been started on medication but requires adult supervision and guidance to ensure safty and ongoing treatment. He also stated "that my son needs supervision for at least  30 days."  I expect a full refund!


Regards,

***** *****



Business Response: ******* ***** I BBB OF SAN DIEGO September 22, 2014
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123

***** ***** #10215690
Claim Number: ***********
Policy Number: ******** **
Travel Dates: September 20, 2014- September 27, 2014

Dear Ms. *****:

GSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated September 18, 2014, regarding additional information provided by Ms. *****.

Ms. ***** indicates that the insurance brochure that she received from New River Retreat indicated that cancellation would be covered for a cold, and feels that the attempted suicide of
her son should also be covered. The Description of Coverage was provided to Ms. ***** at the time of the insurance purchase. The Sickness of an insured or Family Member is covered by the plan when certain requirements are met. The attempted suicide of an insured or Traveling Companion is excluded from coverage. The attempted suicide of a non-traveling Family Member is not excluded from coverage.

We received Ms. *****'s claim form and supporting documentation on September 18, 2014. The claim was reviewed, paid, and Ms. ***** was notified of the status by telephone on the
same day.

The plan offers benefits for the reasons listed in the policy, and all coverage is subject to the plan's exclusions. We do offer a 1 0-day free look period for the purchaser to review the policy to determine if it will meet her needs. We do have to adhere to the plan's terms and conditions. In this case, the policy language did allow payment of the claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am a military member and I have recently been alerted about a high possibility of deployment. Due to this high possibility of deployment I wil not be able to be approved for leave for an up coming trip. I have in fact recieved an okay from my supervison prior to this high possiblity of deployment that I would in fact be able to attend the trip. Under section 10 of my policy it does go into prior approval of leave then becoming a denial fo leave being a covered event. I find it un reasonable the amount of prove I need to provide to be covered under this item. First of all military members can not submit leave 30 days prior to the leave date. Therefore there is no way to show approved leave which then becomes denied leave. I can't see why proof of being informed the high change of deplyment being enough. How does deploying out of country in service of country not qualify as an even that would allow me to be covered?

Desired Settlement: I would like for CSA travel insurance to cover my losses under item 10.

Business Response: ******* *****/ BBB OF SAN DIEGO September 17, 2014
**** ****** ****** ROAD #110
SAN DIEGO, CA 92123

***** ******* #1 0223028
Claim Number: ***********
Policy Number: **********
Travel Dates: October 11, 2014- October 14, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated September 17, 2014, notifying us of the complaint filed by Mr. *******.

Mr. ******* booked a trip through Cabin Rentals of ***** with scheduled travel dates of October 11, 2014 to October 14, 2014. The travel protection plan was purchased on April 25, 2014. At
that time a Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to Mr. *******.

Mr. ******* canceled the trip because he felt he could be deployed. The policy provides benefits only if a trip is canceled due to one of the specific reasons listed in the policy.

Under the heading TRIP CANCELLATION BENEFIT it states:

"Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded and unused published Payments that you paid for your Trip, if
you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy.

10. Your previously granted military leave being revoked. The leave must be approved prior to your coverage becoming effective, and official written revocation notice from your commanding officer will be required".

Mr. ******* has confirmed that his leave had not been approved prior to coverage becoming effective. Therefore, he did not meet the requirements that would allow payment of benefits under this peril. Regretfully, we are unable to provide benefits for his claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

cc: General US Branch

***** ********/ Director of Claims

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 
In the military you can only get official approval of leave within 30 days from wanting to take leave. The leave is approved by your supervisor. However; typically before you pay for a trip you will get an okay. Knowing that this okay could become a blackout of taking leave I purchased insurance because of the cancellation policy of the rental. The only proof I was allowed to provide was the email from my unit detailing the high possibility of my deployment. CSA wants too much. I'm not allowed to get with commanders and give detailed descriptions or orders of where I am going and exactly when.  CSA seems to have a loop hole for everything. I have done research and I have been hard pressed to read a testimonial or review other than on CSA's own site about a claim being paid out without a battle. If they don't want to live up to the claim I want every military person to be made aware of what constitutes an event and leave being cancelled. Cause I assure you if I knew I would need a letter from my commander and approved leave slips and other erroneous versions of proof I would have looked elsewhere for travel insurance and so would my fellow service men. This company has ripped me off and did so gladly. They claim they are sorry cause they "can not" but honestly they "will not".

Regards,

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



Business Response: ******* ***** I BBB OF SAN DIEGO
**** ****** ****** ROAD #110
SAN DIEGO, CA 92123

***** ******* #* *******
Claim Number: ***********
Policy Number: **********
Travel Dates: October 11,2014 - October 14,2014

Dear Ms. *****:

GSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of
the travel protection plan that was purchased. We are in receipt of your email dated September 22,
2014, with additional information provided by Mr. *******.

Mr. ******* states that the military will only give official approval of leave within 30 days from wanting to
take leave. The trip was booked several months prior to the scheduled departure date, and Mr. *******
did not have approved military leave at that time. Mr. ******* canceled the trip in August 2014, because
he felt he would probably be deployed.

At the time of the insurance purchase in April 2014, we sent the policy documents to Mr. *******. The
Policy Confirmation Letter provides the Schedule of Insurance Coverages along with the telephone
number to contact our Customer Service Department with questions about the plan. The Policy, which is
attached to the Policy Confirmation Letter, details the plan's covered events and restrictions. A 1 0-day
free look period is offered that allows a refund of the insurance cost if the plan does not meet the needs
of the purchaser.

The terms and conditions of the policy were not met in regard to Mr. *******'s reason for cancellation.
Coverage is only provided when you are prevented from travel due to "Your previously granted military
leave being revoked. The leave must be approved prior to your coverage becoming effective, and official
written revocation notice from your commanding officer will be required."

It is not possible to highlight each situation that may or may not be covered by the plan on the Policy
Confirmation Letter. However, we do appreciate the complainant's feedback and we have relayed it to
the insurance company for consideration.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 
When looking into it I purchased the product because it was the "easiest", "safety measure" to protecting yourself in the event of a trip. I paid for it and went with the fact that if I couldn't take leave I'd be covered cause of the hotel's cancellation policy. Thats what I was told. This a horrible rip off of a situation. At the very least I should be fully refunded. Which would only make me slightly less up set. I can't go on this trip. Cause of an event. Either this is a travel insurance company or it is a company that takes your money and insures very little to nothing. In my opinion it is the latter. I want everyone to be aware of that. There are channels on base I will be advertising all of the above correspondences. Outlining the fact that if you can't go on a trip due to deploying or possibility of deploying your not covered. I will always blog on every DoD website. Military website, Facebook page I can. I hate when insurance companies take your money selling you piece of mind and do whatever they can to not cover you. 

Regards,

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



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had scheduled a flight for this last weekend to go to my one weekend a month drill requirement for the Army. I booked the ticket two weeks in advance at Airtran and also ordered travel insurance through Stonebridge Travel insurance. Unfortunately the Army decided last minute to cancel drill for the scheduled date of 06-07 SEP 2014 meaning I would not be able to work and receive pay for the weekend even though I had already placed an order for an airline ticket. I sent out this communication on the 29th to Stonebridge. I should have contacted Airtran/Southwest directly, but figured that since Airtran/Southwest was affliated with Stonebridge that it would be irrelevant and that they would communicate internally. Especially since they said that were contacting Airtran directly. I contacted the travel insurance and attempted to get them on the phone but the only representative available for my claim was not in at the time or busy. Finally, when I was able to talk to the representative in question, Marissa Harris, she said they only cover soldiers going to active duty for a natural disaster. Had I known that when I tried to elicit clarification of their policy over the phone in prior conversations, I would not have used it. Nor would I have bought it for all of the other times I have flown, which is often for the military. I am a frequent flyer because of my military service, but now I am questioning taking the risk of booking an airline ticket from now on into the future because if the military decides at any time to cancel drills I am out 400$ with no way to circumvent at the very least a change fee, or at worst the price of the ticket. Economically, I break even working for the military and protecting our country when I receive a paycheck, but cannot afford that kind of loss by flying (almost exactly my pay each weekend with the Army).

Desired Settlement: 1. A refund in the amount of 15.99$ for the policy which did nothing. 2. For them to at least make a request to Southwest/Airtran to credit me a ticket for my next drill in October. 3. For them to CLEARLY write on the Airtran/Southwest online booking page that this policy DOES NOT protect soldiers who are NOT on Title 10 Orders responding to a natural disaster even for events beyond their control. 4. For them to CLEARLY state on the Airtran/Southwest online booking page that they do nothing to protect national guard soldiers who are flying each month on orders for drill or AT whose orders are cancelled (thus preventing them from receiving pay which in many cases just covers the price of the airline ticket).

Business Response: ******* *****/ BBB OF SAN DIEGO September 11, 2014
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123

******* *** #1 0211686
Claim Number: ***********
Policy Number: **********
Travel Dates: September 05, 2014- September 07, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services is the administrator of the travel protection plan that was purchased. We are in receipt of your email dated September 09, 2014, notifying us of the complaint filed by Mr. ***.

Mr. *** booked airline tickets through AirTran Airways and purchased the travel insurance plan on August 26, 2014. At that time a Policy Confirmation letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to him.

The trip was canceled because the Army canceled the scheduled drill that he was to participate in. The policy only provides benefits for specific, listed events. As the reason for this cancellation was not due to a listed, Covered Event, no benefits were payable for this claim.

Our contact at AirTran Airways has informed us that they did refund Mr. *** in full for his airline ticket.

If you have any questions, please feel free to contact us at (800) 876-6903, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

***** ********/ Director of Claims

Business Response: ******* *****/ BBB OF SAN DIEGO September 11, 2014
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123

******* *** #1 0211686
Claim Number: ***********
Policy Number: **********
Travel Dates: September 05, 2014- September 07, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services is the administrator of the travel protection plan that was purchased. We are in receipt of your email dated September 09, 2014, notifying us of the complaint filed by Mr. ***.

Mr. *** booked airline tickets through AirTran Airways and purchased the travel insurance plan on August 26, 2014. At that time a Policy Confirmation letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to him.

The trip was canceled because the Army canceled the scheduled drill that he was to participate in. The policy only provides benefits for specific, listed events. As the reason for this cancellation was not due to a listed, Covered Event, no benefits were payable for this claim.

Our contact at AirTran Airways has informed us that they did refund Mr. *** in full for his airline ticket.

If you have any questions, please feel free to contact us at (800) 876-6903, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

***** ********/ Director of Claims

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Stonebridge/CSA travel insurance company was correct that Airtran/Southwest refunded my ticket. This was not because the insurance served as a customer advocate; I contacted the airline directly. From the response they posted it could be inferred that Stonebridge/CSA were somehow indirectly responsible for securing a refund for the ticket. This is not the case.  

Airtran/Southwest representatives were extremely helpful when I contacted them and are blameless. Airtran/Southwest resolved my issue, but I am not filing this because of the airline.

What I would like to see is that stonebridge clearly proclaim on the statement of allowed coverage that they will not reimburse insured servicemembers for any official travel if they must cancel/change their flight plans because their orders were cancelled by the government.

Because they claim to insure servicemembers under another scenario (natural disaster clause) I was under the impression that they would be more helpful in this situation. Because they requested additional information from me and Airtran I was also under the impression that they would help. I seek to ensure that military personnel are made aware of this particular circumstance because thousands of servicemembers routinely fly to fulfill their duty and many likely take travel insurance for such a contingency. These servicemembers must fly every month and need to be aware that this service will not protect them in this situation. Often, the plane ticket eclipses the total pay allowance the servicemember will receive for their work weekend so it is a sizeable amount of money to personnel.

Stonebridge made no effort to contact the airlines about the situation at the time to either 1. request a refund for my ticket under the circumstances or 2. ask Airtran/Southwest to offer me a credit towards a future flight. Stonebridge may assume that this is not within their scope of responsibility; however, because Airtran and Southwest provide excellent customer service and CSA is affiliated with them (the option to elect to take insurance through Stonebridge/CSA is offered on Airtran's booking page/website) I assessed that Stonebridge/CSA would be more helpful, perhaps presenting options rather than stonewalling me when I asked for assistance. I would like military personnel in this situation in the future to know that this travel insurance will not protect servicemembers who must cancel or change their flight plans at no fault of their own. 

This represents a sizeable customer segment. Each state maintains its own authorized number of personnel and each state can easily employ tens of thousands of soldiers, sailors, airmen, and marines. Many of these servicemembers must fly often and need to have visibility on this scenario.

Respectfully,

******* ***



Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Stonebridge/CSA travel insurance company was correct that Airtran/Southwest refunded my ticket. This was not because the insurance served as a customer advocate; I contacted the airline directly. From the response they posted it could be inferred that Stonebridge/CSA were somehow indirectly responsible for securing a refund for the ticket. This is not the case.  

Airtran/Southwest representatives were extremely helpful when I contacted them and are blameless. Airtran/Southwest resolved my issue, but I am not filing this because of the airline.

What I would like to see is that stonebridge clearly proclaim on the statement of allowed coverage that they will not reimburse insured servicemembers for any official travel if they must cancel/change their flight plans because their orders were cancelled by the government.

Because they claim to insure servicemembers under another scenario (natural disaster clause) I was under the impression that they would be more helpful in this situation. Because they requested additional information from me and Airtran I was also under the impression that they would help. I seek to ensure that military personnel are made aware of this particular circumstance because thousands of servicemembers routinely fly to fulfill their duty and many likely take travel insurance for such a contingency. These servicemembers must fly every month and need to be aware that this service will not protect them in this situation. Often, the plane ticket eclipses the total pay allowance the servicemember will receive for their work weekend so it is a sizeable amount of money to personnel.

Stonebridge made no effort to contact the airlines about the situation at the time to either 1. request a refund for my ticket under the circumstances or 2. ask Airtran/Southwest to offer me a credit towards a future flight. Stonebridge may assume that this is not within their scope of responsibility; however, because Airtran and Southwest provide excellent customer service and CSA is affiliated with them (the option to elect to take insurance through Stonebridge/CSA is offered on Airtran's booking page/website) I assessed that Stonebridge/CSA would be more helpful, perhaps presenting options rather than stonewalling me when I asked for assistance. I would like military personnel in this situation in the future to know that this travel insurance will not protect servicemembers who must cancel or change their flight plans at no fault of their own. 

This represents a sizeable customer segment. Each state maintains its own authorized number of personnel and each state can easily employ tens of thousands of soldiers, sailors, airmen, and marines. Many of these servicemembers must fly often and need to have visibility on this scenario.

Respectfully,

******* ***



Business Response: ******* ***** I BBB OF SAN DIEGO September 22, 2014
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123

******* *** #1 0211686
Claim Number: ***********
Policy Number: **********
Travel Dates: September 05, 2014- September 07, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services is the administrator of the travel protection plan that was purchased. We are in receipt of your email dated September 15, 2014, with the additional information provided by Mr. ***.

Mr. *** felt we inferred that Stonebridge/CSA was indirectly responsible for his securing a refund for his airline ticket. Our letter had only stated that AirTran Airways had informed us that the ticket was refunded. Mr. *** would like for Stonebridge to clearly proclaim on the statement of allowed coverage that there is no coverage for service members' official travel if it is canceled by the government.

The Policy Confirmation Letter provides the Schedule of Insurance Coverage's along with the telephone number to contact our Customer Service Department with questions about the plan. The Description of Coverage, which is attached to the Policy Confirmation Letter, details the plan's covered events and restrictions. A 1 0-day free look period is offered that allows a refund of the insurance cost if the plan does not meet the needs of the purchaser.

It is not possible to highlight each situation that may or may not be covered by the plan on the Policy Confirmation Letter. However, we do appreciate the complainant's feedback and we have relayed it to the insurance company for consideration.

If you have any questions, please feel free to contact us at (800) 876-6903, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr Technical Claims Specialist

cc: ***** ********/ Director of Claims

Business Response: ******* ***** I BBB OF SAN DIEGO September 22, 2014
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123

******* *** #1 0211686
Claim Number: ***********
Policy Number: **********
Travel Dates: September 05, 2014- September 07, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services is the administrator of the travel protection plan that was purchased. We are in receipt of your email dated September 15, 2014, with the additional information provided by Mr. ***.

Mr. *** felt we inferred that Stonebridge/CSA was indirectly responsible for his securing a refund for his airline ticket. Our letter had only stated that AirTran Airways had informed us that the ticket was refunded. Mr. *** would like for Stonebridge to clearly proclaim on the statement of allowed coverage that there is no coverage for service members' official travel if it is canceled by the government.

The Policy Confirmation Letter provides the Schedule of Insurance Coverage's along with the telephone number to contact our Customer Service Department with questions about the plan. The Description of Coverage, which is attached to the Policy Confirmation Letter, details the plan's covered events and restrictions. A 1 0-day free look period is offered that allows a refund of the insurance cost if the plan does not meet the needs of the purchaser.

It is not possible to highlight each situation that may or may not be covered by the plan on the Policy Confirmation Letter. However, we do appreciate the complainant's feedback and we have relayed it to the insurance company for consideration.

If you have any questions, please feel free to contact us at (800) 876-6903, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr Technical Claims Specialist

cc: ***** ********/ Director of Claims

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a trip to Israel between the dates of 7/23/14 and 8/10/14. In addition to the airfare that bought, I also purchased travel insurance policy with CSA Travel. Due to the war that erupted in the region (which clearly i had no control over) I contacted my airline and changed the dates of the trip to 8/7/14 to 8/26/14. I then contacted CSA Travel insurance and asked them to switch the dates of the coverage. They answered that since I contacted them after July 23rd (the original date that the trip should have commenced) they will need me to send proof of trip cancellation or modification to prove that I did not go on the trip on the original date (7/23). They requested that I send an email with my proof to the following email address: exceptions@csatp.com I sent them an email with a copy of my original airline ticket and also a copy of the new airline ticket with the new dates. I simply called the airline and modified the dates of the trip. I sent CSA Travel both tickets so they can see the "before" and "after" itinerary. The customer service rep told me that they will get back to me within 72 hours. After almost a week I called them again and asked why they did not get to me as of yet. They told me that they never received the information. I then resent the email and the info to them once again. And low and behold, once again I haven't heard from them. I called them again and talked to a manager who assured me that if I resend the email once again, he will expedite the process and get back to me within less than 72 hours. Once again I never heard from them. I called them about five times and today (8/11/14) was the last time i called. They told me that they still don't have the info. I verified with them the email address at least five times. I never received an "undeliverable email" message. I suspect that this is intentional. They don't want to change the coverage and they lie that the information was never received.

Desired Settlement: CSA Travel never really provided any service to me. I paid insurance premiums but they did not shift my coverage to the new dates. I have no other choice but to purchase coverage with a different company. I demand a full refund of my premiums.

Business Response:

August 28, 2014

Re:      Name: **** ***********

BBB ID #********

CSA Policy #**********


Dear Ms. *****,


CSA Travel Protection is the administrator of the travel protection plan that **** *********** purchased on July 9, 2014.  We are in receipt of your letter on this case dated August 12, 2014.       

CSA Travel Protection provides travel insurance and emergency assistance plans for consumer purchases.  **** *********** had purchased one of our travel protection plans online for coverage during a trip July 23, 2014 through August 10, 2014.  The travel protection plan purchased offers a 10-day free look period, where a customer can review the coverage and request a full refund within 10 days of purchasing, as long as the customer hasn’t left on their trip or filed a claim.  After this free look period, the insurance is nonrefundable. 

On August 2, 2014, **** *********** called to change the dates of coverage to August 7, 2014 through August 26, 2014.  Since this call was received after the 10-day free look period, and received during the covered trip dates, we require documentation that the customer did not travel on the original itinerary in order to shift the policy coverage to a new itinerary (i.e., we require confirmation that the customer didn’t use the policy coverage as currently stated).  Any increase or decrease in plan cost for changing dates of travel would be calculated at that time. **** *********** was provided the following email addresses to submit his documentation: exceptions@csatp.com

                                    

CSA had not received any correspondence from **** *********** at the time he called again on August 7, 2014.  At that time, **** *********** was provided an alternative email address of csa@csatp.com.  CSA confirmed in another phone call on August 11, 2014 that we hadn’t received any documentation, and still have not as of the date of this letter.  We have conducted internal and external testing, and are experiencing no service issues with these email addresses. 

 

We understand **** ***********’s dissatisfaction, but we’re unable to adjust insurance coverage dates without proper documentation that the insured trip has been moved.  CSA is committed to providing optimal service to our customers and partners, and we will review the materials submitted as soon as they’re received. 

 

In addition to the email addresses above, documentation can be sent to a toll-free fax line (800) 336-6409 or mailed to CSA Travel Protection / ATTN: Customer Service / 4181 Ruffin Road, Suite 150 / San Diego, CA 92123.  Additionally, if the BBB is in possession of any documentation of this matter, CSA would gladly accept those for review.  


If there is anything additional we can do to investigate this matter, please do not hesitate to contact me directly at (858) 810-2102 or ***@csatp.com

 

Sincerely,

 

******* ****

Compliance Manager


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response from CSA is completely false. I sent several emails to the same email address as indicated and they claim that they never received it. As everyone knows, if the email address is wrong it would bounce back. I verified the same exact email address several times and it is exactly it. Sure enough it is their problem if they could not locate my response. 

 
For your reference, I attach all of the emails and respective files that I've sent them. 
 
Please advise. This matter is not resolved until they reimburse me fully for everything. I ended up insuring myself with a different insurer.
 
 
Regards,

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



Business Response: September 9, 2014

Re: Name: **** ***********
BBB ID #********
CSA Policy #**********

Dear Ms. *****,


CSA Travel Protection is the administrator of the travel protection plan that **** *********** purchased on July 9, 2014. We are in receipt of your follow-up letter on this case dated September 5, 2014, as well as the supporting documentation submitted to the BBB by Mr. ***********.

We regret that we did not successfully receive the supporting documentation in a timely manner, and ultimately missed the opportunity to adjust the insurance policy to suit Mr. ***********'s new itinerary. In light of these email transmission issues, and the statement that an alternative insurance policy had to be purchased to insure the new itinerary, GSA issued a full refund of this plan cost yesterday. Mr. *********** should see this refund on his statement in the near future, and can call our Customer Service Department with any questions.

We appreciate Mr. ***********'s feedback regarding our service and technical issues. GSA is committed to providing optimal service to our customers and partners, and will take this opportunity to work with our technology departments to further test for errors in email transmissions.

If there is anything additional you need from CSA, please do not hesitate to contact me directly at (858) 810-2102 or ***@csatp.com.

Sincerely,

******* ****
Compliance Manager

Cc: **** ***********
**** ******** Lane
*** ****, CA *****

*** ********
Vice President of Operations
CSA Travel Protection

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/12/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/29/14, I made reservations with Book that Condo for my father, ***** ******* who is 70, for condo in Panama City Beach, FL. I had discussed an issue via email and telephone about his mother in law being sick and if her condition worsened, could we get a refund if we had to cancel and the customer service rep. replied that they did not have a no refund policy but we could purchase travel insurance that would cover if we have to cancel. That was told to me via email and verbally over the phone. No exceptions, exclusions or anything were explained. So, we made the reservations and purchased the travel insurance. No policy of insurance was sent to me, no conditions of cancellation we explained to me. I was sold the travel insurance just in case they had to cancel. Unfortunately, his mother in law's condition did worsen and they had to cancel. So, I have been battling with CSA Travel Insurance since and they are refusing to pay the claim. We have jumped through all of their hoops, sending in documentation and signing authorizations for medicals records for his mother in law and emailing them email correspondence between myself and the rep. at Book that Condo and they still denied the claim. Now once again, when we purchased the travel insurance, we were not told of any "TRIP CANCELLATION BENEFIT,", "GENERAL EXCLUSIONS" or "ELIGIBILITY AND EFFECTIVE DATES" nor were we given a policy to read. I feel that we were sold this insurance under false pretenses, we were mislead, and misinformed. We purchased this insurance so that he WOULD NOT lose the rental amount of the room and only lose the amount of the insurance should he have to cancel. Now, not only has he lost the rental amount on the room, he has also lost the amount paid for the insurance. Had we been told about this type of "exclusion" in the beginning, not only would we have not purchased the insurance, we would not have even booked the condo. Instead, we were told that the insurance would cover.

Desired Settlement: CSA Travel Insurance should reimburse the amount of the rental $680.28

Business Response: BBB of San Diego
ATTN: ******* *****
5050 Murphy Canyon Rd #110
San Diego, CA 92123

****** ******* and ***** ******* #********
Claim Number: ***********
Policy Number: **********
Travel Dates: June 03, 2014- June 06, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated August 26, 2014, notifying us of the complaint filed by ****** *******.

It appears Ms. ******* may have received incorrect information from the rental company, and we have reevaluated the medical documentation obtained to process the claim. The underwriter has reviewed this matter and we will afford coverage for this claim. The file will be reopened and the claims representative will ensure that we have all the necessary documentation to issue payment.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670

Sincerely,

***** ****
Sr. Technical Claims Specialist

cc: Genera; US Branch

***** ********/ Director of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel protection from CSA for a cruise that I purchased through vacationstogo.com. My cruise was scheduled to leave Seattle, WA on 5/31/14. My son put some of our documents for the cruise in our luggage, specifically his birth certificate which we needed to get on the cruise. Although I had submitted all the necessary documents for his passport over 6 weeks before our trip, it had not come before we left. I called the cruise company and was told a birth certificate would suffice for him to get on the boat. His was the only passport we did not have. We flew from LAX to Seattle and discovered after our flight that our luggage had been searched by TSA and the birth certificate was gone. As a result, Norwegian would not allow us to get on the cruise. I submitted my claim information to CSA within the time required. I submitted all requested documents, including the TSA form left in our luggage and the claim made to TSA for the birth certificate. I received a response from CSA saying they were denying my claim because they do not pay out for lost documents. They have no way of knowing, as I do not, If the birth certificate was stolen or lost; it was just not in the suitcase after being searched by TSA without me or anyone in my party being present. CSA then claimed that the insurance also only covers "stolen passports and visas." I did not get the passport yet, but the birth certificate constituted the same thing for traveling purposes. Lastly they referred to the whole situation as "trip interruption" and claimed these were the requirements for that particular coverage. My insurance was only to coverage the cruise. A trip can not be interrupted if you are never able to get on the boat. My trip never started. I hope no one ever gets duped in to buying this low rate insurance which will find anyway they can to take your money and not provide the coverage you pay for, even when you follow their requirements. Do not use them.

Desired Settlement: I want the claim to be paid as I have met the requirements under the policy. My son's birth certificate was stolen, and the theft was documented through TSA; paperwork was submitted to CSA proving it. The birth certificate has the same effect as a passport for travel purposes and took the place of a passport per cruise line rules. My trip was not interrupted, it never started as I was never allowed to even board the ship according to the specific coverage of the insurance effective for the cruise 5/31/14. I will continue to proceed with this claim by EVERY means available including Insurance Commission, social media, word of mouth and small claims court.

Business Response: CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the
administrator of the travel protection plan that was purchased. We are in receipt of your email
dated July 30, 2014, notifying us of the complaint filed by Ms. ******.

Ms. ****** and her family booked a Norwegian Cruise through Vacations to Go with scheduled
sailing dates of May 31, 2014 to June 07, 2014. They flew from Los Angeles to Seattle on May
30, 2014. After arriving in Seattle and the bag search by the TSA, the birth certificate for her son
was missing from the checked luggage. The cruise line would not allow Ms. ******' son to board
the ship without the birth certificate.

The travel protection plan purchased provides a TRIP CANCELLATION BENEFIT, "if you are
prevented from taking your Trip due to one of the following unforeseeable Covered Events that
occur before departure on your Trip ... ". The language for TRIP INTERRUPTION BENEFIT
states "If your arrival on your Trip is delayed beyond your Scheduled Departure Date, or if you
are unable to continue the Trip due to one of the unforeseeable Covered Events listed below
that occur during your Trip dates ... ",

The plan defines TRIP as "A period of round-trip travel at least 100 miles away from Home to
your designated vacation destination associated with the purchase of this insurance ... ". In most
cases if an insured has not departed from their Home, the claim would be handled as a Trip
Cancellation. If they have left their Home to begin the Trip, the claim would be handled as a Trip
Interruption.

Regarding this situation, the Covered Events for both Trip Cancellation and Trip Interruption
Benefits are the same. Benefits are available only for "9. A documented theft of your passports
or visas". The loss or theft of a birth certificate is not one of the Covered Events that would allow
payment of benefits. Therefore, we must reaffirm our original decision that no benefits are
payable for this claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from CSA is linguistics to avoid paying out a legitimate claim. 

First, the coverage was not effective until May 31 as stated in their own policy.  The trip departure date clearly says May 31, so how can they then turn around and say she actually "departed by plane from her house for the city the boat goes out of on May 30th so we are gonna arbitrarily change the trip departure date on the policy to May 30th and not cover her." Again, I was never even able to start the trip as documented below so it is a cancellation by the cruise company, not an interruption.   

Second, they claim that they only cover stole "passports and visas".  I called both the cruise ship company and vacations to go (who sold me their insurance) and they both said a birth certificate was fine for a child and was equivalent to a passport for a child.  When we attempted to board the boat, the US Customs officials told us the same thing; if we had my son's birth certificate it would not have a problem.  Therefore a stolen birth certificate has the exact same weight and effect as a passport.  It is therefore ludicrous that they are refusing to pay a legitimate claim because the name of the document is different, but the effect for traveling purposes is the same. 

SCHEDULE OF INSURANCE COVERAGES

Coverage or Service: Details:
Insureds/Companion: (left blank for anonymity)
Policy Number: **********
Product Code: ******
Enrollment Date: Mar 24, 2014
Trip Departure Date: May 31, 2014
Trip Return Date: Jun 07, 2014
Trip Cancellation Effective Date: Mar 25, 2014
Trip Cancellation Expiration Date: May 31, 2014
All other Coverages & Services Effective Date: May 31, 2014
All other Coverages & Services Expiration Date: Jun 07, 2014


Regards,

**** ******



Business Response: BBB OF SAN DIEGO August 08, 2014
ATTN: ******* *****
5050 MURPHY CANYON ROAD #11 0
SAN DIEGO, CA 92123

**** ****** # ********
Claim Number: ***********
Policy Number: **********
Travel Dates: May 31, 2014- June 07, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated August 04, 2014, providing us with additional information from Ms. ******.

Ms. ****** contends that this was a trip cancellation instead of a trip interruption based on the May 31, 2014 departure date listed on the policy. Due to the circumstance that caused the loss,
the trip departure date would not change the outcome of the claims decision. Regarding this loss, the Covered Events for Trip Cancellation Benefits and Trip Interruption Benefits are exactly the same. The plan covers only "A documented theft of your passports or visas".

The cruise line may have agreed to accept a birth certificate instead of a passport for the child to board the ship, but the terms and conditions of the travel protection plan allows only specific Covered Events for a trip cancellation. Regretfully, we are unable to change our decision.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims SR cialist
cc: Generali U.S. Branch
***** ******** I Director of Claims

Business Response: BBB OF SAN DIEGO August 08, 2014
ATTN: ******* *****
5050 MURPHY CANYON ROAD #11 0
SAN DIEGO, CA 92123

**** ****** # ********
Claim Number: ***********
Policy Number: **********
Travel Dates: May 31, 2014- June 07, 2014

Dear Ms. *****:

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated August 04, 2014, providing us with additional information from Ms. ******.

Ms. ****** contends that this was a trip cancellation instead of a trip interruption based on the May 31, 2014 departure date listed on the policy. Due to the circumstance that caused the loss,
the trip departure date would not change the outcome of the claims decision. Regarding this loss, the Covered Events for Trip Cancellation Benefits and Trip Interruption Benefits are exactly the same. The plan covers only "A documented theft of your passports or visas".

The cruise line may have agreed to accept a birth certificate instead of a passport for the child to board the ship, but the terms and conditions of the travel protection plan allows only specific Covered Events for a trip cancellation. Regretfully, we are unable to change our decision.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims SR cialist
cc: Generali U.S. Branch
***** ******** I Director of Claims

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Based on the specific requirements that only a stolen passport or visa will be accepted, something not required for my trip, there was no way I was ever covered for the insurance purchased.  That was not something that was communicated to me by the travel agency, and I was instead told that the trip was covered.  I was not ever told that my trip would only be covered if I made sure to order a passport for my 10 year old son.  Instead I was specifically told that a birth certificate had the same effect as a passport at his age. 

I am not satisfied with the offer (as there is no offer) and would like to go to mediation or arbitration.  Please advise what steps are necessary to proceed.  In addition I have attached several documents sent to CSA with my claim. 

In addition, I have filed a complaint and am proceeding with action against CSA with the California Department of Insurance. 

Regards,

**** ******



Business Response:

*******,

 

This policy was purchased over the website, so there is no signed contract.  When the policy was purchased, the Policy Confirmation Letter was emailed to Ms. ****** with an attachment of the policy information.  A copy of the Description of Coverage is attached. Let me know if you need anything else.

 

 

***** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I use VRBO to rent a very high end water front property. CSA advertises a hassle free coverage with no deductible. "Damage Protection is an insurance product that allows you to protect yourself from additional expenses should damage occur to a rental property during your stay. • You are protected up to the coverage amount indicated, with a maximum of $5000, against accidental damage to the rental home including: broken lamps, windows and glass, electronics, damaged doors, walls and furniture, stained bedding or linens, lost keys and re-keying costs." I inspect the property after each guest leave and take photos of any damage, I provided the photos and the claim form. CSA is denying the claim because weeks later the contacted the renter and asked if the damaged the property. They may not even know guests or children stained the carpets. What I have is documented dated evidence. Photo's on my I Phone the very day the guests checked out, we worked very hard to get these stains out. I in fact have in the past cleaned carpets professionally, These were not coming out. I have had many guests stay at this property most are very careful but things happen. Most guests are in a rush the morning the check out so I doubt they will inspect the property, my wife recalls wiping up a pasty substance from the one room while in the other room with twin beds the red-orange spots were completely dried on.

Desired Settlement: Payment per insurance to replace my damaged carpets. They say they will cover "stained bedding or linens" does the guest have to recall staining them.

Business Response:

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the
administrator of the travel protection plan that was purchased.

The policy in reference covers the renter, ******* ****, against accidental damage done to
the vacation rental property owned by the claimant ****** ******. The scheduled travel dates
were March 20, 2014 to March 24, 2014. Mr. ****** submitted a claim for carpet replacement
due to staining for $1 ,269.56.

We contacted Ms. **** to verify that the damage was caused by her or a guest in the unit. She
indicated that she was not responsible for any of the damaged items being claimed. This policy
only pays for damages caused by the insured or their guests.

Under the heading "VACATION RENTAL DAMAGE COVERAGE" it states "If you occupy an
Accommodation and you damage the real or personal property assigned to that
Accommodation during the Trip, we will reimburse you the lesser of the cost of repairs or the
Actual Cash Value of the property, up to the amount shown in the Schedule."

The insured, ******* ****, has indicated that she was not responsible for any of the damage
claimed. Therefore, we are unable to provide benefits for this claim.

If you have any questions, please feel free to contact us at ###-###-####, by email at
claims@csatravelprotection.com or by FAX at ###-###-####. Please ensure the claim number
is included with your response.

Sincerely,

***** ****
Claims Department

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I also spoke with ******* **** who did recant that she verified the state of the carpets in question. ******** advised she did not know for certain. This resulted in CSA paying this claim.  My ongoing concern would be as an advertising practice I think it needs to be made much more clear that this coverage does not protect a home owner.  It is my option on VRBO web site to offer/sell this coverage, If for any reason the homeowner denies the claim then nothing is covered homeowners need to still secure full security deposits.

Regards,

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

Business Response: CSA Travel Protection is the administrator of the travel protection plan that Ms. ******* **** purchased on
October 21,2013. We are in receipt of your letter on this case dated June 17, 2014. As Mr. ****** ******
noted, the claim issue has been resolved and CSA are responding to the new compliant regarding the product
information provided to HomeAway owners.

CSA Travel Protection provides travel insurance and emergency assistance plans for consumer purchases.
Ms. **** had purchased one of our travel protection plans through a HomeAway listing site, in conjunction with
the purchase of rental accommodations from Mr. ******. The Property Damage Protection product Ms. ****
purchased from HomeAway is issued to travelers while they are away from their home. The coverage is
intended to reimburse for any accidental damage the insured causes to an owner's property/accommodations during
the renter's vacation.

We understand and appreciate Mr. ******'s feedback that there was confusion as to who the insured party was on
this purchase, and confusion about the intention of the product. CSA is committed to providing optimal service to
our customers and partners, and will take this opportunity to work with HomeAway to enhance and clarify our owner
information and training materials.

We apologize for any confusion or misunderstanding that our product information has caused Mr. ******, and are
pleased that the issue with the damage claim investigation has been resolved. If there is anything additional we can
do to investigate this matter, please do not hesitate to contact me directly at ###-###-#### or ***@csatp.com.

Sincerely,

******* ****
Compliance Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I decided to take a cruise to celebrate our 30th wedding anniversary on January 21st 2014. In an attempt to cover all bases we decided to take a travel insurance ( CSA Travel Protection) offered to us by the Cruise Company. Unfortunately we both had a tragic scooter accident in Cozumel, Mexico and I suffered head trauma/concussion to the head and was hospitalized there. My wife on the other hand suffered a broken wrist and fingers. She also suffered a broken joint between her big toe and the other toes on her left foot. After under going CT Scan and was advised by the specialist that I was in no condition to fly back to the USA via commercial flight, CSA Travel Protection insisted that they wanted to fly me back via commercial flight. The doctors at the Cozumel International Clinic also advised that it would be risky flying on a commercial flight since it's possible that my sinuses could be exploded. After we refused to go along with the commercial flight, they threatened to keep me there until I was in a condition to fly commercially. Not only were they threatening us but the customer service reps were rude to my wife. The told her that we should either take the offer or make our own travel arrangement back to the USA. Our three sons who were back at home alone tried to call and reason with them were getting no where. My sons had to call the office of the Congressman and the Commissioner of Insurance to help put some pressure on them. It was only then they decided to agree to fly us back home via an Air Ambulance to the Atlanta Medical Center (Trauma Center). By this time nine days had passed and it was too late to perform all the necessary treatment needed because healing had already started. I should mention that I also lost 3 teeth, My nose was torn off, my upper lip was torn off, I suffered a broken scapular, a broken collar bone and a broken facial bone. I lost my tested glasses and I had to pay $800 for damage to the scooter. My wife and I are still seeing doctors and therapists. I am currently on Short Term Disability Leaves. CSA Travel Protection has not honor any of my claims to date. I would NOT recommend anybody to buy travel insurance with CSA Travel Protection.

Desired Settlement: It would be nice if CSA Travel Protection would honor my claim:- Scooter Damage:- $800 Glasses Replacement:- $300 My dental work estimated to cost $16000 Excess medical out of pocket cost for my wife and I already over $10,000

Business Response: GSA Travel Protection and Insurance Services represents Generali U.S. Branch as the
administrator of the travel protection plan that was purchased. We received your email dated
April 26, 2014, notifying us of the complaint filed by Mr. *******.

Mr. ******* booked a Carnival Cruise through Vacations to Go with scheduled travel dates of
January 20, 2014 to January 25, 2014. The travel insurance plan was purchased on January
10, 2014. At that time a Policy Confirmation Letter and Policy, outlining the plan's coverage and
coverage restrictions, were emailed to him.

Mr. *******'s trip was interrupted on January 23, 2014, due to a scooter accident in Cozumel
resulting in severe injuries to himself and his wife. The hospital in Cozumel refused to provide
treatment unless they received a Guarantee of Payment for the medical bills. Our plan is in
excess to any other insurance that Mr. and Mrs. ******* had, however, payment was
guaranteed for up to $21,000.00 to ensure treatment would be rendered. Mr. ******* was
hospitalized in Cozumel until January 31, 2014, when he was taken by air ambulance to a
hospital in the United States for continued treatment.

We received a claim from Mr. ******* for $800.00 for damage to the scooter. Our policy does
not provide coverage for loss to or loss due to "rentals of trucks, campers, trailers, motor bikes,
motorcycles, off-road, all-terrain, or recreational vehicles."

Mr. ******** also claimed $291.00 to replace his broken eyeglasses. The policy does not pay
for "damage to or loss of ... any type of eyeglasses".

The claim remains open for processing of trip interruption and travel delay expenses, and any
medical expenses that are not covered by Mr. and Mrs. *******'s primary I supplemental
insurance carriers. The amounts payable are subject to the policy maximums and terms and
conditions of the policy. Expenses for emergency dental treatment are covered only if incurred
during a Trip.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at
claims@csatravelprotection.com or by FAX at (877) 300-8670.


Sincerely,

***** ****
Claims Department

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

in the insurance policy emailed to me on the date of purchased stated coverage for Rental Car Damage but it did not state in any way "excluding motor bike". However, I can go with that. What I cannot accept are that following:

  • Why kept us in Mexico for 9 days and trying to get us to accept flying on a commercial flight even when they were advised by the medical specialist not to do so. had we been flown out before via an air ambulance to get the appropriate treatment, today I would be fine and my face would not be disfigured. I have in my possession the letter advising CSA NOT to fly me on a commercial flight.
  • CSA sent me an email that they are prepared to make PARTIAL PAYMENT to my claim. However, they have not stated what constitutes PARTIAL payment.
  • I would like for CSA to agree to make reparation for pain and suffering for having delaying my appropriate medical treatment which resulted in  me having a disfigured face.

Regards,

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

Business Response: This letter is the response of CSA Travel Protection and Insurance Services ("CSA") to the follow-up
complaint of Mr. ****** *******. In Mr. *******'s second communication, there are raised three
additional issues not covered in his original complaint. (The original response of CSA is adopted by
reference as a part of this response. Content of the prior letter will not be repeated as a part of this
communication.)

1. Why was there a passage of nine days before Mr. ******* was flown out of Mexico?

First of all, there is a difference between what Mr. ******* presumes as the obligation of CSA under its
travel protection contract and the actual language of that contract. We will try to clarify this. GSA's
primary responsibility was to reimburse claims for the movement of the patient to the closest facility with
proper capabilities to treat the pertinent injuries. Mr. ******* was already a patient at a facility that
possessed such capabilities, and he needed to be treated and stabilized before any movement should
have occurred. That was done at the facility in Mexico. Additionally, it should also be noted that Mr.
******* was moved for an MRI while at the facility, so the assumption that CSA was somehow
deficient in some supposed obligatory role by not moving him at all is not supported by the facts of this
matter.

After Mr. ******* was treated and stabilized, CSA did pay for an air ambulance flight, largely because
of the distress shown by Mr. ******* and his relatives regarding the situation. That payment should be
recognized as an accommodation and not a reflection of necessity.

2. CSA is prepared to make partial payment of the claim, but they have not stated what constitutes
partial payment.

CSA makes payments under its insurance contracts as the claims are submitted and in accordance with
the procedures and limitations that are contained within that contract. It realizes that Mr. ******* or
providers may not have submitted all of the claims for this matter and, thus, it must describe the
payments that have been made as partial payments. Mr. ******* seems to have interpreted "partial" to
mean that claims already submitted are being paid in part. The correct interpretation is that payments
have been made for the claims submitted thus far regarding the matter.

To date, GSA has issued payment to Mr. and Mrs. ******* for $302.12, representing the two nights
missed on the cruise ship. Payment was also issued directly to the hospital in Cozumel for $21,000.00,
to ensure treatment would be rendered for the injuries sustained by Mr. and Mrs. *******. Due to
policy exclusions, GSA was unable to reimburse for the cost of the damaged scooter and eyeglasses.

CSA has prepared two more checks that should be mailed next week: $1523.87 for Mrs. *******'s
medical expenses, and $3,875.99 for Mr. *******'s medical expenses. The medical claim remains
open pending additional bills and documents.

3. I would like for CSA to agree to make reparations for pain and suffering.

There is no contract provision in the policy for pain and suffering and there is no relationship between
GSA's payment actions and the accident experienced by Mr. *******. It was an accident on a motor
bike that resulted in Mr. *******'s injuries, not his stabilization and treatment at a hospital and
subsequent flight to return horne. There is no reason for GSA to make such reparations.

We trust that this reply sufficiently addresses the complaint of Mr. ******* and that he will understand
the nature of the policy coverages and exclusions that are contained in his contract.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/29/2014 Problems with Product/Service | Complaint Details Unavailable
5/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I scheduled a trip to the beach through Southern Vacation Rentals travel agency. At the time of purchase we were offered traveled insurance. We accepted and paid for the offer with the understanding from the agent that any emergency would be covered. My husband's business partner had an emergency medical condition that created the issue of my husband not being able to go on the trip. The emergency happened the day before we were scheduled to depart making the trip impossible to take. At the time of cancellation we were led to believe that this type of situation would be covered. After all, that is what we paid for, "emergency" situations that would not allow us to go on our trip. After a month of paperwork and dealing with an extremely unpleasant representative, I received a correspondence letter stating that "the claim was denied because the it was not a specific, listed event." These type of companies prey on people trying to make the best financial decisions for their specific situations. They are always quick to sell you these policies telling you that things will be covered, but in reality your situation is never "good" enough to be covered. These practices are very unfair to costumers. This company didn't even provide us with a list of covered events at the time of purchase. We were just asked to check a box. I feel as though I was lied to by CSA Travel Protection. We do not have $1,400.00 to throw away (that's why we bought what we thought was insurance).

Desired Settlement: I desire a full refund of the trip. This has caused me great heartache and I believe that CSA Travel Protections should do what they said they would do. All I ask is that they do the right thing.

Business Response: GSA Travel Protection and Insurance Services represents Generali U.S. Branch as the
administrator of the travel protection plan that was purchased. We are in receipt of your email
dated April11, 2014, notifying us of the complaint filed by Ms. *******.

On March 18, 2014, Ms. ******* booked a trip through Southern Vacation Rentals with
scheduled travel dates of March 26, 2014 to March 30, 2014. The travel protection plan was
purchased at the time of booking. On March 19, 2014, Southern Vacation Rentals emailed Ms.
******* her Reservation Confirmation, which included a link to review the travel insurance
policy.

We were contacted by Ms. ******* on March 24, 2014, indicating that the trip would have to be
canceled. Information was taken in order to send out claim forms. Ms. ******* was informed
that once her claim documents were received, a claims representative would review the file to
determine if benefits would be paid. She was told that payment for the claim would be
determined based on the terms and conditions of the policy.

Documents were received March 24, 2014, and reviewed by the claims representative on March
26, 2014. The reason for the trip cancellation was because Mr. ******* could not get time off
from work. This is not one of the plan's Covered Reasons for Trip Cancellation Benefits. A
denial letter was sent on March 27, 2014, and the claims representative reviewed the denial by
telephone with the insured on April 02, 2014.

On April 04, 2014, we received a letter of representation from Ms. *******'s attorney. The
denial was discussed with the attorney on April 04, 2014, and a denial letter sent to him on April
07, 2014.

The policy provides Trip Cancellation Benefits only for the specific reasons listed in the plan. A
cancellation due to a business obligation is not one of the covered events that would allow
payment of benefits. We must, therefore, reaffirm our original decision that no benefits can be
paid for this claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased cruise tickets and plane tickets through Norwegian Cruise Line and Spirit back in November after I returned home from a deployment in Afghanistan. We didn't buy the travel insurance through the cruise line at the time. Our cruise was from Jan.6 2014-Jan.10 2014 and we were to fly out of Detroit Metro Jan. 6, 2014 down to Miami Airport where we could board the cruise ship. About a week prior the trip, there was a possibility of a major snow storm coming but as with all weather conditions-who knows what will really happen. The cruise line and airlines refused to refund or credit as in the event we had a major snow storm and told us to contact CSA or another travel insurance company. So, on Jan.4 2014 I contacted CSA and spoke to a male agent on the phone who I specifically stated our situation to. I told him there was a chance of a snow storm and if we happened to be snowed in, caught in a blizzard, and unable to make it to the airport for our flight for our cruise would the travel insurance through CSA refund us for the trip. He told me YES it would be. So, I told him I would speak to my husband and see if he wanted to purchase it and call back. He let me know that since we were traveling Jan. 6-10th, we should buy the travel insurance for the DATES WE WOULD BE TRAVELING since that's when we could need protection (this is important detail later on in this mess). the following day, Jan.5th, I called back and spoke to a female agent and again explained my situation specifically to ensure in case we could not leave the house due to the snow we would be refunded and she told me YES we would be. I purchased the travel insurance for Jan.6-10th (the dates of travel). The following morning (Jan.6th) we would have had to drive 2 hours to get to Detroit Airport from our home. The flight was scheduled to leave at 6:55 am and we'd need to check in at least an hour prior to the flight, so we would need to have left our home under normal weather conditions at 3am to be at the airport in time. By 3:00 am on Jan.6th, our area where we live was under a Level 3 snow warning where only emergency personal are allowed to be out. They were fining people who were out if it wasn't an emergency $1000-if you could even get down your road. Our area was declared a State of Emergency and it was declared a blizzard!!! This was not a little snow, this was serious. there was no way we could have made it to Detroit that morning for our flight. We called the cruise line and explained what happened and that since this had been deemed a blizzard and State of Emergency, this should be categorized just like an act of God like hurricanes, tornadoes, etc. on their policy. They refused to refund us or credit us for another cruise. We then called Spirit to try and get a refund for our plane tickets. Spirit at the time, even had Detroit Metro under a special "Winter Weather Buster" Policy to refund or credit passengers due to the blizzard. They said since we called one hour after the plane left-they wouldn't refund or credit us our money (no where is this stated on their policy!). So, we figured at this point we need to file a claim with CSA to get our refund since we couldn't get anywhere with Norwegian Cruise Line or Spirit Airlines. We file the claim and submit the paperwork that was asked of us. About 3 weeks later, still haven't heard anything from CSA so my husband calls them to figure out what's going on. The next day, I get a call from Lisa and she tells me they had sent us a letter in the mail already (they hadn't, their letter came a week after our phone call that day) denying our claim because it started snowing on Jan.5th and our policy started on Jan.6. I then tell Lisa that I specifically spoke to not one, but TWO different agents and specifically stated what was going on with the potential weather and would we be covered and was told YES we would be covered by both of the CSA agents or I would not have bought the insurance. Lisa states the agents aren't allowed to make those claims to customers and she would need to listen to the phone calls between me and the agents. I told her to go ahead and listen to the calls because that's what I asked and that's what I was told. Lisa says she will call back the next day (she doesn't) and then the following day, she leaves me a voicemail. She says in the voicemail that I was very specific with the agents when I called about what I needed for coverage (as in what I had said before was correct-the CSA agents told me I would be refunded!) and she would need to get the managers involved and would call me back the next day. She doesn't call me back for two more days. She then leaves a voicemail stating they can't refund us the cost of our trip, they can only refund us the cost of the travel insurance and they canceled our policy. There are so many thing wrong about what CSA did to us over the course or 2 months of dealing with them! For one-2 agents told me verbally what I needed protection for would be covered and I would be refunded and then they deny our claim. Secondly, they clearly have proof of what was said and they don't want to live up to what they were quoted as saying. Regardless if those 2 agents I spoke with were in the wrong and not allowed to "quote" me on if my claim would be covered or not-they BOTH did verbally and if the agents are in the wrong that is not my issue. Three, I was told to buy the travel insurance for the days we would be traveling which was Jan.6-10th. I wasn't traveling on the 5th-why would we buy protection for the day prior?! But since the snow started on the 5th, and the policy started on the 6th we are denied a refund?! That has NOTHING to do with the conditions of the snow at 3:00 am when we needed to leave! The snow started at 11:00pm on the 5th-one hour! We were TRAVELING the 6th-10th, that's when the snow matters!!!! NO ONE could have determined what was going to happen with the snow! Fourth, where we live was deemed a State of Emergency and the storm was an official blizzard. A State of Emergency-just like if a huge tornado, hurricane, etc. comes through an area. This is just the same! This matter needs resolved and a refund of our trip our we will be obtaining a lawyer and taking legal actions next.

Desired Settlement: We want the full refund of the cost of the trip that is left (what we bought travel insurance for in the first place) which is $585.12.

Business Response: CSA Travel Protection and Insurance Services is the administrator of the travel protection plan 
that was purchased. We are in receipt of your email dated March 25, 2014, notifying us of the 
complaint filed by Ms. ******.

We have reevaluated the file and determined that benefits for the cost of the airfare can be 
afforded. We are waiting for Ms. ****** to contact us to review this matter.

If you have any questions, please feel free to contact us at***** ********* by email at 
****************************** or by FAX at (**** *********


Sincerely,

***** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to Brazil on vacation and so I purchased this insurance. I missed my first flight because of a delay and missed all my remaining flights. As a result I had to have my fiance's parents purchase domestic flights and bus tickets because in Brazil you can't just get online and purchase tickets from the USA. I reimbursed them as a result through Western Union. I filed a claim with all my information and also my travel agent's information so they could coordinate the info. It took months to get responses from their rep and they keep saying that information is missing yet I gave them all the information that I have including my travel agents info so they can get the receipts from him.

Desired Settlement: Finish the job or I would like a refund of the full amount plus something for time spent and the frustration that I have gone through.

Business Response: Dear Ms. *****:

GSA Travel Protection and Insurance Services is the administrator of the travel protection plan 
that was selected. We are in receipt of your email dated March 12, 2014, notifying us of the 
complaint filed by Mr. *****.

Mr. ***** filed a claim for additional transportation expenses incurred to reach his original 
destination due to a flight delay. We have confirmed the delay was caused by a reason that would 
allow payment of benefits. The claim is being reopened and we will issue payment within the coming 
week.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

 

Sincerely,

*** ***** ****
Claims Department Supervisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my husband and I had to cancel our cruise of November 16th 2013 with Holland America due to my mother's illness which led to her passing on November 9,2013.I purchased CSA travel protection insurance on the 28th of October 2013,for peace of mind. When I purchased the travel insurance I was told that I would be fully covered in case my mother got worse or died. My sister purchased travel insurance also with another company and received full payment.I gave CSA all the necessary documents including my mother's death certificate and her doctor's information.We did not think that my mother was going to fail.We cancelled our cruise on November 5th 2013.so as you can see we were uncertain that she was not going to make it.The insurance company denied our claim.What is the purpose of purchasing travel insurance,if they are not going to pay you if some unforeseen matter happens which we have no control.

Desired Settlement: We only want our $1098.00 refunded for our cruise.

Business Response: GSA Travel Protection and Insurance Services is the administrator of the travel protection plan 
that was purchased.
We have received your email dated March 01, 2014, notifying us of the complaint filed by Ms. 
********.

Ms. ******** booked and made final payment for a Holland America Cruise on September 24, 2013. The 
travel protection plan was purchased on October 29, 2013, with a Trip Cancellation coverage 
effective date of October
30, 2013. At that time a Policy Confirmation Letter and Description of Coverage, outlining the 
plan's coverage and coverage restrictions, were emailed to her.

The trip was canceled on November 05, 2013, due to the illness of Ms. ********' mother. The policy 
provides Trip Cancellation benefits due to the Sickness of a Family Member when certain 
requirements are met, including "The Sickness or Injury must commence while coverage is in effect". 
Also, the plan excludes coverage "for any loss under the plan caused by, or resulting from...22. a 
loss that results from an illness, disease, or other condition, event or circumstance which occurs 
at a time when the plan is not in effect for you."

According to the documentation provided and obtained, the patient was hospitalized from October 22, 
2013 to October 28, 2013, and then placed under hospice care on October 30, 2013. The sickness 
which caused the loss did not commence while coverage was in effect, and the plan excludes coverage 
for losses due to events that occur when the plan is not in effect. We must, therefore, reaffirm 
our original decision that no benefits are payable for this claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

 

Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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


when I purchased the travel insurance I had know knowledge that my mother was not on the mend. She had been in the Masonic Home of New Jersey for 4 years and was in the nursing care section of the home.She was hospitalized for bronchitis and as a precaution the doctor did not want her to get pneumonia.when she came back to the home,she was on the mend.I purchased the insurance just in case she did not get better. I spoke to her on November 3,2013 and she was eating and drinking fluids, but was weak. I did not cancel my vacation until November 5th,2013,because my husband and I were taking a wait and see attitude to see if she was going to get better. We would have gone on our cruise,however, On the 4th of November she was going downhill and I got an emergency flight to New Jersey from Florida and she went fast and passed on November 9th 2013. What is the purpose of getting travel insurance if you are not assured of peace of mind?????  Mr. and Mrs.********.

Business Response: Dear Ms. *****:

CSA Travel Protection and Insurance Services is the administrator of the travel protection plan 
that was purchased. We are in receipt of your email dated March 09, 2014, notifying us of the 
additional information provided by Ms. ********.

Based on the medical documentation, the patient was diagnosed with failure to thrive prior to the 
purchase of the insurance plan. Benefits due to the illness of a Family Member can be provided if 
the Sickness commences while the policy is in effect. Therefore, we are unable to change our 
determination of this claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

 

Sincerely,

*** ***** ****
 Claims Department Supervisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Claim #: ********-01...My boyfriend and I scheduled a cruise through Government Rewards travel agency. At the time of purchase we were offered traveled insurance. We accepted and paid for the offer with the understanding from the agent that any emergency would be covered. My boyfriend's son was scheduled for surgery prior to the cruise. At the the testing and procedures before the surgery, the surgery was canceled due to anxiety reasons. The surgery was rescheduled in the middle of the cruise which made the trip impossible to take. Who would honestly go on a cruise while they're 3 year old child is having surgery? I explained the situation to the agent at the time of cancel and asked would it be covered. I asked if it was going to be covered and explained that if it wasn't then I would go on the cruise with a family member so that I wouldn't loose our money. The travel agent that processed the cancelation said that the medical reasoning was covered and I would get my money back. After a month of paperwork and requesting medical records, I get a correspondence letter stating that "the claim was denied because the medical records doesn't constitute a change or worsen of the condition." These companies always sell you these policy telling you that things will be covered then have all of these unlying clauses. That's very unfair to costumers. I was lied to twice by different agents and denied my claim.

Desired Settlement: I desire a full refund of the cruise. I also desire a refund in the amount of the insurance premium. The agents gave out false information and were obviously not knowledge about the policy. She even put me on hold to look into the policy and came back saying that it was covered. I would have never canceled if she wouldn't have told me that it wasn't covered.

Business Response: CSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.P.A. 
(U.S. Branch) as the administrator of the travel protection plan that was purchased. We are in receipt of 
your email dated February 27, 2014, notifying us of the complaint filed by Ms. *****.

Ms. ***** canceled her trip due to the surgery of her Traveling Companion's son. The medical 
condition that caused the surgery to be performed was present prior to the purchase of the policy. 
However, the anxiety that resulted in a change to the surgery date occurred during the coverage 
period. Therefore, we will afford coverage for this loss. The claim will be reopened for payment 
processing.

If you have any questions, please feel free to contact us at ###-###-####, by email at 
claims@csatravelprotection.com or by FAX at ###-###-####.

Sincerely,

***** ****
Sr. Technical Claims Specialist

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

Complaint: I booked a cruise with Vacations to go for Dec 18, 2013. I took out insurance for this trip that was paid in full with CSA. I have faxed or emailed all information they requested. The agent *****, was to refund the money I paid for the cruise minus the amount I paid for the insurance. I have emailed so many times. Have sent her the additional items she said I failed to include when I first filed the claim in Dec. yet no check. I have now emailed her and have had Vacations to go talk to her, no response to me for any of my emails in the last 2 weeks. I am a senior, and had a knee replacement on the 13th of Jan. unable to get around and need my money back for hospital and Doctors expenses. This is totally ridiculous. What is wrong with this company??? How many other people do they do this to? Are they discriminating against sick people?????

Desired Settlement: Immediate check for refund of $500 for the cruise, hotel reservations, and airline ticket.

Business Response: GSA Travel Protection and Insurance Services represents Generali U.S. Branch, NAIC Number 11231,
as the administrator of the travel protection plan that was purchased. We are in receipt of your 
email dated February 12, 2014, notifying us of the complaint filed by Ms. ********.

We apologize for the delay in finalizing Ms. ********'s claim. We have received all the supporting 
documentation needed, and the check for her $500.00 policy maximum will be mailed out next week.

If you have any questions, please feel free to contact us at ###-###-####, by email at 
claims@csatravelprotection.com or by FAX at ###-###-####.

 
Sincerely,

***** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband an I booked a flight, 2 coach seats with Air Canada to Tel Aviv, Israel in November, 2013 scheduled for May 3rd, 2014. Since the tickets are non-refundable we took out a policy with CSA on November 21, 2013 for $204. A few weeks later we upgraded the tickets to business class, non-refundable for a price of just over $12,000. I called CSA on December 6th to add coverage and it cost an additional $520. In early January we found out that Air Canada cancelled our flight from Tampa to Tel Aviv resulting in us having to cancel our trip. I called CSA for a refund, since there is nothing to insure, and they told me they have a 10 day grace period for a customer to cancel. I explained that the airline canceled the flight and it's not our fault and they told me to send in proof that Air Canada canceled the flight. I faxed them the refund invoices that Air Canada sent us indicating they were refunding Visa the $12,000+ amount of the canceled business class tickets. A few weeks after I purchased the CSA policy I hit my head on the pavement after falling and required sutures. My husband called CSA and asked them to send us a claim form in case we couldn't take this trip. We got the form in the mail. A week later I started feeling better and my husband called CSA telling them that we would not need to file any claim. My husband said, simply ignore the form. I bring this up because today CSA called us and rejected our request for a refund of the $724(on Visa credit card) claiming because we initiated a claim, we are being rejected. I told them we never filed any claim, all we did was request a claim form and my husband called to tell CSA I was feeling better and he was told, simply ignore the claim form. Because the request for a refund was rejected by CSA and we are simply innocent victims of circumstance, we have opened a dispute file against CSA with Visa, since the questionable charge was placed on our Visa credit card.

Desired Settlement: I expect a full refund from CSA through Visa of the $724 charged for travel insurance that doesn't exist any more since Air Canada cancelled our flights to Israel and there's no more trip because of it.

Business Response: CSA Travel Protection is the administrator of the travel protection plan that Mr. and Mrs. ******* purchased on November 21, 2013. We are in receipt of your letter on this case dated January 31, 2014. Since the date the complaint was filed, we have refunded the ******* the full plan cost of $724.00.

CSA Travel Protection provides travel insurance and emergency assistance plans for consumer purchases. The ******* had purchased one of our travel protection plans through an online booking path, and modified the plan through our call center. The insurance features a 10-Day Free Look upon purchase, which allows customers to review the coverage for satisfaction. If customers are not satisfied with our coverage after their review, they are able to return the plan within 10 days of purchase for a full refund. After this 10-Day Free Look period, the plan is non-refundable.

The ******* originally requested a refund of this plan outside of the 10-Day Free Look period. Since we were unable to refund the plan under the 10-day Free Look, the ******* were encouraged to send in their refund request for other circumstances outside the 10-day Free Look period. Our review indicated the arrangements insured under this plan no longer existed and no penalty or loss was incurred by the *******. Therefore, the plan cost was refunded.

We apologize for any inconvenience this process has caused, and appreciate the opportunity to review our customer service and internal procedures. As always, please feel free to contact us if you have any further questions or concerns.

Sincerely,

******* ****
Compliance Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased travel insurance from CSA Travel Protection for our Viking River Cruises tour,(Booking # *******), beginning on Nov. 1, 2013. The tour started with a flight from Los Angeles Airport to Shanghai, China. My wife and I were in the Los Angeles Airport on Nov. 1 when the fatal shooting of the TSA Agents occurred. The airport was shut down, and we were forced to evacuate the terminal. As a result, we missed our flight and missed the first two days of our tour. When I filed a claim (Claim #********-01, Policy# **********) for trip interruption under CSA Travel Protection's definition "Terrorist Act in the departure city", the response was that it was not a terrorist act so the claim was denied. The more than 100 police, fire department, bomb squads, and airport security personnel at the airport sure treated the event as terrorist act as they closed the airport and held our scheduled flight, then searched the terminal we were in for more shooters and bombs. CSA, however, conveniently put their own definition of terrorist on the claim to deny it. CSA manipulates their definitions of their claim requirements to deny their customer's claims.

Desired Settlement: CSA Travel Protection should settle the claim under the policy for which we paid our premiums. The claim for our trip interruption includes following activities of our tour: Day 1-First nights dinner in Shanghai, First nights stay at the Shangri-la Pudong Hotel. Day2- Breakfast at Shangri-la Pudong Hotel, Old Shanghai/Bund tour. Lunch after the Old Shanghai /Bund tour, Shanghai Museum tour. Viking River Cruises has provided the value of these lost activities to CSA Travel Protection.

Business Response: CSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was purchased. We are in receipt of your email dated January 03, 2014, notifying us of the
complaint filed by Mr. ********.

Due to the shooting at the Los Angeles airport on November 01, 2013, Mr. ********'s flight to
Beijing was delayed and caused him to miss his connecting flight to Shanghai. He submitted a
claim to us for his prepaid missed arrangements in Shanghai.

The policy provides Trip Interruption Benefits due to flight delays when certain requirements are
met. The plan covers "Common Carrier delays resulting from inclement weather, or mechanical
breakdown of the aircraft, ship or boat or motor coach on which you are scheduled to travel, or
organized labor strikes that affect public transportation".

Benefits can also be considered due to "a Terrorist Act, which occurs in your departure city or in
a city that is a scheduled destination for your Trip, provided the Terrorist Act occurs within 7
days of the Scheduled Departure Date of your Trip". As defined by the policy, "TERRORIST
ACT means 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 any person
acting on behalf of or in connection with any organization which is generally recognized as
having the intent to overthrow or influence the control of any government."

The flight delay was not caused by bad weather, mechanical breakdown of the plane, or an
organized labor strike. There was no indication that the shooter was "acting on behalf of or in
connection with any organization which is generally recognized as having the intent to
overthrow or influence the control of any government."

The flight delay that caused Mr. ******** to miss his prepaid arrangements in Shanghai was not
caused by a reason that would allow payment of benefits for this claim. However, the
underwriter has reviewed this matter and approved payment as an exception to the policy
language. The claim will be reopened and the claims representative will request the additional
documentation needed to determine the payable amount for the unused arrangements.

If you have any questions, please feel free to contact us at ###-###-####, by email at
claims@csatravelprotection.com or by FAX at ###-###-####.


Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/10/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: CSA Travel protection offers short-term travel insurance that I require my renters to purchase on vrbo.com, homeaway.com, and vacationrentals.com. All of my renters are required to purchase the $89 insurance, which guarantees my property for up to $5,000 in damages. I elect to offer this service rather than collecting a security deposit from my guests. I filed my first, and only claim on September 19. I generally do not file a claim for small issues like a broken plate or cup, but I had a family stay that caused more than $3,000 in damages, so I had to report it. It is now November 14, and I have not received request for additional information or a final disposition on my claim. I have followed up by email and phone several times, and the latest correspondence I received indicated that my original claim representative was on an extended absence, and that my case would be decided by Monday, 11/11/13. That day came and passed, and I still have not received a payment or the disposition of my case.

Desired Settlement: I am looking for CSA to deliver on their guarantee that the $89 I charge each guests will actually provide the coverage they are advertising. My claim was in the amount of $3,071.86, and I am seeking payment on that claim. I will also file a complaint with the California Department of Insurance, and Homeaway, since it is they allow CSA to seamlessly offer their insurance product to customer while booking a vacation rental.

Business Response: CSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.P.A. 
(U.S. Branch) as the administrator of the travel protection plan that was purchased. We are in 
receipt of your email dated November 16, 2013, notifying us of the complaint filed by Mr. ********.

Mr. ******** rented his property to **** *****i with scheduled travel dates of May 30, 2013 to 
August 16, 2013. The Property Damage Protection coverage was purchased on May 29, 2013 by **** 
******, who is the Insured under this plan. At that time the Description of Coverage, outlining the 
plan's coverage and coverage restrictions, were emailed to Mr. ****** at the address provided to us 
of ************************.

On September 19, 2013, Mr. ******** submitted his claim to us for damage to the property. Mr. 
******** listed on the claim form that his property manager said the house was left in the worst 
condition that he had ever seen.

During this rental, the Insured and his guests caused the following damage:

• Oil stains on guest floor

• Dryer drum stained with glue like substance

• GE dishwasher damaged

• 2 broken bar stools

• Refrigerator side door dented

 
• 1 carving knife melted handle

• 1 red tea pot melted

• Bedroom carpet stained in multiple areas

• King bedding stained

• Twin mattress pad heavily stained with urine

• Queen bedding shams stained

• 5 decorative sofa pillows stained

Mr. ******** also provided us with photographs showing the poor condition the property was left in 
after this rental. There was trash and other items strewn about the house.

The policy provides benefits for the cost of repairs or Actual Cash Value of the property subject 
to the plan's terms and conditions. "Coverage is not provided for loss due to... b. your 
intentional acts or gross negligence". Based on the extensive number of items damaged, and the 
condition that the property was left in, we must consider the loss to be due to gross negligence  
of the Insured.

Losses caused by the gross negligence of the Insured are not covered by the plan. We must, 
therefore, reaffirm our original decision that no benefits are payable for this claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.
 
Sincerely,

***** ****
Claims Department

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

CSA is making a blanket statement that they will deny the claim on the part of "Gross Negligence" by my renter.  To deny the claim on grounds of Gross Negligence, there must be proof of Gross Negligence (not just Negligence, but Gross Negligence).  CSA has not proved there was Gross Negligence, and the renter was a guest for 2.5 months, so it should be expected there will be some damages after that duration of stay.  Also, the renter had two small children in the house, and mistakes caused by those children cannot be called Negligence OR Gross Negligence.  California law states there is a Presumption that Children are INCAPABLE of Negligence AND in California the Parent is not liable for Negligent acts of their children anyway.  So this cannot be considered negligence (which should be covered anyway per the agreement), and certainly not gross negligence.

The reason I require renters to purchase this insurance is to provide coverage to my home in the event of damage.  I have read countless (hundreds) of complaints against CSA regarding the same issue, which are easily available by searching Google for "CSA Negligence", "CSA Complaint", etc.  I am not satisfied by the response, as CSA has not delivered on their product.  CSA is not providing a service, they are intentionally denying legitimate claims and scamming their customers.

Regards,

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



Business Response: CSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.P.A. 
(U.S. Branch) as the administrator  of the travel protection plan that was purchased by our 
insured, John Giunti. We are in receipt of your email dated November  20, 2013, notifying us of the 
additional information provided by Mr. **** ********.

We are unable to change our decision. We find that the damages to the property caused by the 
insured were due to gross negligence.  Losses caused by gross negligence  of the insured are 
excluded from coverage.

If you have any questions,  please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

 
Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

CSA continues to fail to provide the purchases product.  This is not acceptable and my claim should remain unresolved unless CSA agrees to honor the claim against them.

Regards,

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



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/3/2013 Problems with Product/Service
11/21/2013 Problems with Product/Service | Complaint Details Unavailable
11/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Due to acute illness I had to interrupt and cancel my trip to Turkey . Acute illness occurred in Prague ,Czech Republic before the check in date @Blue Waters Club Hotel , Turkey . CSA Travel insurance denied my claim stating that I have not departed the hotel in Turkey early and used all my prepaid arrangements . Since I was unable to travel to Turkey due to illness and interrupt my travel in the Czech Republic I find their claim resolution deceptive . CSA Travel insurance was provided with a medical certificate from Prague,Czech Republic , CC statements/full amount paid in 3/2013 / ,cancellation policy of the hotel in Turkey and my travel itinerary as per their request .

Desired Settlement: Refund of total amount paid for lodging services at Blue Waters Club Hotel , Turkey.

Business Response: CSA Travel Protection and Insurance Services is the administrator of the travel protection plan 
that was selected. We are in receipt of your email dated October 30, 2013, notifying us of the 
complaint filed by ***** ****.

We have reopened the claim for further investigation. Once the hotel responds to our request for 
additional information, we can finalize the claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** ****

CSA Travel insurance sent me  several contradictory/misleading and accusatory  e mails  and has failed to paid out benefits for travel interruption .I have provided all requested evidence / CC receipt, medical certificate, cancellation policy of the hotel,,reservation   number and travel itinerary / .The failed to send me information obtained by the hotel .

This company does not deserve  a good rating   due to their deceptive and dishonest business practice .

 

Best,

***** ****



 

Business Response: CSA Travel Protection and Insurance Services is the administrator of the travel protection plan 
that was purchased. We are in receipt of your email dated November 07, 2013, with the additional 
information provided by Mr. ****.

**** *******, the claims supervisor, has written to the insured apologizing for the difficulties 
surrounding the processing of the claim. As soon as Mr. **** notified us that we had made an error 
in the claims determination, the claim was reopened and we called and emailed the hotel for further 
information.

Once the hotel has confirmed that the reservation was unused and no refunds issued, the claim will 
finalized.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** *****
Sr. Technical Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** ****

Dear *** ***** ,

Today I have faxed you my CC statetement , Cx policy of Blue Waters hotel in Turkey and Medical Certificate/Czech Republic /. CSA has these documents since the beginning of my claim. They have apologized for their conduct/error   but nothing has changed .They even sent you a misleading e mail stating that I have provided additional information. My latest e mail to them did

not contain any new info.I have simply restated the obvious : due to sickness in Prague ,Czech Republic  I had to interrupt my trip and cancel travel to Turkey. I am not entitled to any reimbursement by the hotel in Turkey  due to their cancellation policy .

 Therefore ''waiting for additional info " from the hotel is another deceptive way  how CSA Travel Protection handles my claim

and act responsibly .

Thank you very much for your help.

***** ****


Business Response: GSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was purchased. We are in receipt of your email dated November 12, 2013, regarding Mr.
****'s complaint.

Mr. **** did provide a copy of the hotel's cancellation policy with his original claim documents.
Once the claim was reopened, we contacted the hotel to confirm that the arrangements had not
been used and to verify that they would not be issuing any refunds. This is standard procedure
even though the cancellation policy showed that no refunds would be issued. In many
instances, the travel supplier will make an exception and issue some type of refund. Therefore,
we followed our normal procedure.

Yesterday, we were notified by the hotel that no refunds would be issued and the claim was
finalized. The check for $5,303.99 for the unused hotel arrangements has been entered in our
system, and should be mailed out at the beginning of next week.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at
claims@csatravel.rotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased this travel insurance policy (**********) in conjunction with a cruise we took from New Orleans which left on Sunday, September 1, 2013. While on board ship and dining, I broke a tooth the evening of September 5th while at sea. I sought medical attention however the ship did not have a dentist on board. The best they would do for me was to sell me some dental wax to cover my damaged tooth. The ship remained at sea for two days arriving back in New Orleans on Sunday, September 8th. Or original plans were to stay in New Orleans on Sunday and return home on Monday, September 9th. Because of the pain I was experiencing and that we would arrive back in port on a Sunday when most dentist offices are closed, I made calls from the ship and changed our flight to Sunday so I could see my own dentist on Monday morning when he opened. The insurance company is denying the claim stating that I should have seen a dentist at the time the incident occurred or have found a dentist in New Orleans on Sunday when I arrived in port. They also denied my claim for reimbursement for calls to change my travel plans since I was still traveling on the ship and there was no travel delay. I spoke with ******** ******* from the claims department and I asked to speak to a supervisor. She informed me that her supervisor *** **** would be at work at 9AM Pacific time and she would have her call me. I am still waiting for that call.

Desired Settlement: I should receive reimbursement for my dental costs, the calls I had to make to change my trip and the cost of changing our flight plans to return home earlier than planned.

Business Response: CSA Travel Protection and Insurance Services represents General! U.S. Branch as the administrator  
of the travel protection plan that was purchased. We received your email dated October 24, 2013, 
notifying us of the complaint  filed by Mr. ********.

While Mr. ******** was on his cruise, he broke a tooth. He saw the ship's doctor for emergency  
care, was provided with dental wax to cover the damaged tooth, and was charged $3.00. Mr. ******** 
arranged to fly home earlier than planned and saw his dentist in St. Louis for follow up treatment. 
The cost of the follow up treatment was $58.80.

The travel protection plan purchased  provides Dental Coverage for, "Covered Expenses...2. Expenses 
for emergency  dental treatment incurred by you during a Trip up to the amount in the Schedule."

During the Trip, Mr. ******** incurred an emergency  dental treatment cost of $3.00. We have issued 
payment to Mr. ******** for this amount. Expenses incurred for dental treatment after returning 
home are not covered by this plan. We are unable to reimburse Mr. ******** for the cost of the 
follow up treatment he received after the Trip.

Mr. ******** is also claiming reimbursement  for telephone and internet costs incurred while he was 
on the ship due to his dental problem. Telephone calls and internet costs can be considered  under 
Travel Delay Coverage. In order to qualify for Travel Delay benefits due to a Sickness or Injury, 
you must be "delayed on your Trip for 6 hours or more". The ship proceeded to sail as planned, and 
there was no Trip delay. The telephone and internet charges were incurred while sailing as 
scheduled, and we cannot provide benefits for these costs.

Covered Expenses under the Medical and Dental Coverage do not include telephone calls or internet 
charges. Telephone calls can be considered under the Emergency Assistance and Transportation 
Coverage only if the insured is hospitalized.

Mr. ******** has also claimed the cost of new airline tickets to return home early. We are waiting 
for him to provide us with a copy of his original flight confirmation/itinerary that shows the 
travel dates, destination cities, and airline ticket numbers for each person. Upon receipt of this 
information, we can continue the review process.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On September 24, 2013, I contacted CSA and requested having a policy that I paid for in full but never used due to cancelling a cruise (wife lost her job). They asked me to send confirmation of the cancelled cruise. I quickly located the saved e-mail sent to me by the cruise agency used and sent it to CSA. After some time, they responded telling me it was unacceptable due to being copy/pasted into e-mail form (the cruise agency logo didn't show up). I quickly sent them a copy of the e-mail via fax which did transmit the cruise agencies logo along with a cancellation number from in this case Cruisedirect.com. I tried calling a couple of times in between to check progress, but was told they'll get back to me. Finally after a couple of weeks, I'm contacted on October 23, 2013 and told they need proof of cancellation. Remember, they told me if my e-mail had the Cruisedirect logo, it would be deemed accepted. Now I'm days away from needing this insurance and due to their sub-par efforts and pathetic service, I paid for insurance I can't use. This is especially alarming considering we had another policy from CSA they allowed us to transfer to another cruise we took in April 2013 (due to my wife losing her job) by sending the e-mail from Cruisedirect I received absolutely similar to the e-mail I've sent this time. That previous process was completed in two weeks. I've already been strung out and aggravated for a month with no resolution in sight and certainly not in time for my cruise! I will highly recommend to EVERYONE I know or ever encounter to STAY AWAY FROM CSA!!!!! Pity for them as we travel often and will spread the word QUICKLY!!!!!

Desired Settlement: For our inconvenience and CSA's unacceptable customer service incompetence, my wife and I deserve a full refund for services NEVER rendered!!!

Business Response: CSA Travel Protection is the administrator of the travel protection plan that Mr. ******* ***** 
purchased on June 12, 2012. We are in receipt of your letter on this case dated October 24, 2013.   
After review of the events, we have made a business decision to refund Mr. *****’s full plan cost 
of $124.00.

CSA Travel Protection provides travel insurance and emergency assistance plans for consumer 
purchases. Mr. ***** had purchased one of our travel protection plans through the online booking 
path of our partner, Cruise Direct. The insurance features a 10-Day Free Look upon purchase, which 
allows customers to review the coverage for satisfaction.  If customers are not satisfied with our 
coverage after their review, they are able to return the plan within 10 days of purchase for a full 
refund. After this 10-Day Free Look period, the plan is non-refundable.

Mr. ***** originally requested a refund of this plan outside of the 10-Day Free Look period. Since 
we were unable to refund the plan, CSA offered that Mr. ***** could apply the plan to a different 
trip.  In review of our efforts to re-accommodate Mr. ***** in the fall of 2013, it was identified 
that CSA did not provide the optimum customer service experience.  It is for this reason that we’ve 
chosen to refund the full plan cost of $124.00 outside of the terms of the policy.

We apologize for any inconvenience this has caused, and appreciate the opportunity to review our 
customer service.  As always, please feel free to contact us if you have any further questions or 
concerns.

Sincerely,

******* ****
Compliance Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2013 Problems with Product/Service | Complaint Details Unavailable
11/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a travel protection plan through CSA for my vacation several months before the anticipated dates ( last week of July to first week of August), we are now in October and still trying to get the money that I am owed. I began to have medical issues and was advised my doctor not to go on this vacation. I called CSA to request the necessary paperwork to start my claim. I received the paperwork completed it and returned it. It was subsequently denied. I understood that they wanted documentation regarding my health status. I contacted my cardiologist who wrote and signed a letter stating that it WAS HIS ADVISEMENT THAT I DID NOT GO ON THIS TRIP. I submitted the letter to CSA, but that was not sufficient. I informed my cardiologist that CSA insisted on having my medical records, which he was adamently against. He stated that my "personal medical information was none of their business., and the letter should suffice." After dealing with the company and trying to get our refund, I finally sent them a release for my medical records on August 21, 2013 and received a fax confirmation. Conveniently, they never recieved the medical release. What is the issue, do they think the letter is fraudulent? I told the representative to call the cardiologist's office to verify the letter's authenticity, "but we don't need to do that" was the response that I received. But they still insist on having MY PERSONAL MEDICAL RECORDS, I happen to agree with my cardiologist that my personal health concerns and issues are NONE OF THEIR BUSINESS. When I had to cancel the trip, the owners of the home understood and were pleasant to work with me on the issue. Unfortunately, I cannot say the same for CSA Travel Protection.

Desired Settlement: I want the balance that is owed. This policy was not cheap and I certainly could not control my health issues. Medical documentation was provided by my cardiologist, just not my PERSONAL MEDICAL HISTORY and RECORDS.....

Business Response: CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator 
of the travel protection plan that was purchased. We have received your email dated October 23, 
2013, regarding the additional information submitted by Mr. ********.

Mr. ******** canceled his trip on May 04, 2013, due to his illness. In order to provide benefits 
for his claim we must confirm that he has met the policy requirements. "The Sickness or Injury must 
first commence  while your coverage is in effect under the Policy, must require the in-person 
treatment by a Physician, and must be so disabling in the written opinion of a Physician as to 
prevent you from taking your Trip (either because your condition prevents your travel, or
because your Family Member, Traveling Companion or your Service Animal requires your
care)".

The Physician's Statement provided by Dr. ******* did not list when the illness commenced  or 
treatment dates near the time of the trip cancellation. The letter provided by Dr. ******* was 
written on August 08, 2013, months after the trip was canceled. The letter did not include any 
dates that symptoms began or in-person treatment dates.

Referring to the policy Claims Provisions, "Your Duty to Cooperate- You must provide us with 
receipts, proof of payment, medical authorizations, or other records and documents we may 
reasonably require concerning your claim. Failure or refusal to cooperate may delay or impede the 
resolution of your claim."

We have provided a blank Patient Authorization Form to Mr. ******** on several occasions. Although 
Mr. ******** has stated that he returned the form to us, it has not been received. When the 
completed and signed Patient Authorization Form is returned to us, we will proceed with the claims 
process. A copy of the form is attached.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at
claims@csatravelprotection.com or by FAX at (877) 300-8670.


Sincerely,

***** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a travel protection policy months before our planned trip. Several months after purchasing, I began to have medical problems. I requested the necessary claim forms, completed them, and submitted them (to no avail), and waited to get a response, it was, of course denied. That was fine, I understand that medical documentation was needed. I went to my cardiologist and he wrote a letter advising the company that it was in his opinion that I should cancel this trip. I submitted this letter to the insurance company (once again to no avail). The insurance company insisted that they needed my medical records. My cardiologist stated "it is none of their business and the letter I sent should suffice." They still denied the coverage. I then sent them a release for my medical records (which I was very hesitant to do, but did it anyway). The release was sent by fax (with a confirmation on August 29, 2013 at 6:41 a.m our trip was scheduled for July 20 through August 3). Conveniently, the insurance company failed to receive the release. It is now Oct. 17, 2013 and still no results. I was told once again to send a release for my medical records. They have a letter from my physician. Do they think its a forged document? I told them to call the cardiologist's office to verify its authenticty. My recommendation, do not buy a policy from this insurance company, it is a waste of money. Despite having a letter from your doctor, they want to know your PERSONAL INFORMATION and your PERSONAL MEDICAL PROBLEMS and ISSUES. Again do not waste your money, as in all likelihood you will never see your money again.

Desired Settlement: I would like the balance that is owed to me. The owner of the property we rented refunded our money, and this company was suppose to pay the remaining balance.

Business Response: CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator 
of the travel protection plan that was purchased. We have received your email dated October 18, 
2013, notifying us of the complaint filed by Mr. ********.

Mr. ******** booked a rental property with scheduled travel dates of July 20, 2013 to August 03,
2013. The travel insurance plan was purchased on March 09, 2013. At that time a Policy Confirmation 
Letter and Description of Coverage, listing the plan's coverage and coverage requirements, were 
emailed to him. The trip was canceled on May 04, 2013, due to Mr. ********'s illness.

The policy provides benefits for a trip cancellation due to illness when certain requirements are 
met. The policy states under the heading TRIP CANCELLATION BENEFIT RIDER:

"Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid,
non-refundable, non-refunded and unused published Payments that you paid for your Trip, if you are 
prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur 
before departure on your Trip to you or your Traveling Companion, while your coverage is in effect 
under this Policy.

Covered Events:

1. The Sickness, Injury or death of you, your Family Member, your Traveling Companion or your 
Service Animal. The Sickness or Injury must first commence while your coverage is in effect under 
the Policy, must require the in-person treatment by a Physician, and must be so disabling in the 
written opinion of a Physician as to prevent you from taking your Trip (either because your 
condition prevents your travel, or because your Family Member, Traveling Companion or your Service 
Animal requires your care)''.

Mr. ********  provided a Physician's Statement signed by Dr. ******  *******  with his original 
claim documentation. The Physician's Statement did not show any dates of symptoms or treatment near 
the time of the trip cancellation, but indicated  the patient became  medically unable to travel on 
May 01, 2013. The claims  representative called Dr. *******' office on July 25, 2013, and was told that Mr. ********  did not seek in-person treatment at their office on or 
around May 01, 2013. A denial of benefits letter was sent on July 26, 2013, because policy 
requirements had not been met.

On August 29, 2013,  we received a Jetter from Dr. *******  stating that due to Mr. ********'s 
multiple  medical  conditions he was unable  to take the scheduled trip. Again there were no dates 
of symptoms or treatment provided. We did not receive  the Patient  Authorization Form that Mr. 
********  referenced in the complaint.

A redenial of benefits  was sent on September 05, 2013, along with a blank Patient  Authorization 
Form. We requested that the completed form be returned  to us in order to further investigate the 
claim. Mr. ********  called our office on October  17, 2013, and another  blank form was sent to 
him.

Upon receipt  of the completed Patient  Authorization Form, the claim can be reopened for continued 
processing.

If you have any questions, please  feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have two complaints: 1 Failure to honor a contract 2: False Advertising I was encouraged to ask vacation guests to use a CSA Insurance Policy assuming that I would be protected from any damage for my property on VRBO. I have had over 15 guests who have stayed and used the insurance protection and have never made a claim to CSA. In July - guests stayed at the property and had a party and damaged the house. I submitted photographic evidence of the damage - (which was also witnessed by my professional cleaning company professionals) and a claim in August. I never heard back from the company and had to call to find out the status; The agent I spoke with said that since the guest claims that they did not do the damage that they will Not pay for any of the damage - because they take the guests word over the Host and owner of the property - even if this is a first time claim - with photo evidence and with professional cleaners verifying the damage, as well as a professional plumber. In addition - CSA's advertising is misleading - and leads homeowners to believe that their property is protected from damage and this is simply not the case.All a guest need do is state that they did not do any damage and CSA's policy is that they will not pay for the damage.

Desired Settlement: CSA owes me $ for the damage that was done to my property which was insured by them up to $3,000 dollars. CSA is putting out misleading advertising and does NOT cover damage to property as it states even in the face of irrefutable evidence. CSA must stop its false advertising

Business Response: CSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.P.A  
(U.S. Branch) as the administrator of the travel protection plan that was selected. We have 
received your email dated October 9, 2013, notifying us of the complaint filed by Ms. **********.

The policy in reference covers the renter, **** ******, against accidental damage done to the 
vacation rental property owned by the claimant ******** **********. The scheduled travel dates were 
July 26, 2013 to July 29, 2013. Ms. ********** submitted a claim for damages to furniture, linens, 
screens, and other items on the property exceeding $800.00.

We contacted Mr. ****** to verify that the damage was caused by him or a guest in his unit. He 
indicated that he was not responsible for any of the damaged items being claimed besides him 
noticing the ripped screen. This policy only pays for damages caused by the insured or their 
guests.

Under the heading "VACATION RENTAL DAMAGE COVERAGE" it states "If you occupy an Accommodation  and 
you damage the real or personal property assigned to that Accommodation  during the Trip, we will 
reimburse you the lesser of the cost of repairs or the Actual Cash Value of the property, up to the 
amount shown in the Schedule."

The insured, **** ******, has indicated that he was not responsible for all of the damage claimed. 
Based on this information, we were only able to reimburse Ms. ********** for the cost of the 
$166.07 screen repair.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.

Sincerely,

***** ****, 
Sr. Technical Claims Specialist

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Through advertising on the VRBO site aimed to vacation owners and per the CSA promises I was persuaded to insure my vacation rental against damage by using their company as it appeared that damages would be covered to a better extent than a simple security deposit.

I stopped asking for a security deposit in lieu of the CSA claim that they would protect my property from damage.

Although I have asked guests to use the CSA insurance policy and over 20 guests have used it - this is the first claim I have ever made on the policy.

Mr ****** threw a wild party at my vacation rental and considerable damage to multiple personal property and real property occurred.I have three witnesses that significant damage was caused to the vacation rental by Mr. ****** including professional cleaning company employees, a plumber, etc.

I field for a claim in August with detailed photograph of the damage - including things like chairs with torn bottoms from people apparently standing on them , huge tear in our screen door, etc, etc....

By the first week in October I never heard back from the company and called.

They stated that since they spoke to the guest and he denied damage they would not honor the claim? They never contacted me to speak by phone about this - and this was the first news I had that this was their position.

Apparently - if one person - the guest - disputes the claim - CSA will not pay???

This is an unreasonable position!

CSA is engaged in deceptive advertising, causing homeowners to believe that their property is duly protected by insurance from damage - no where does it state in any of their advertising that if the guest disputes the claim you will not be paid.

Further, why is CSA taking the word of an irresponsible young man who destroyed many of our personal belongings and property versus the word of an owner that has had guests use their company multiple times previously, a professional cleaning staff and a plumber???? They also never had the courtesy to contact the owner to provide the owner an opportunity to respond to the Guests denial. They simply reached this decision based on their conversation with the Guest.

This is irresponsible and shows that the company is more interested in not paying - than collecting necessary information about this claim!!!!!!

WE demand that the company stops their misleading advertising and further pay us what is owed.!


Regards,

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



Business Response:
CSA Travel Protection and Insurance Services represents Generali Assicurazioni  Generali S.PA (U.S. 
Branch} as the administrator  of the travel protection plan that was selected. We are in receipt of 
your email dated October 14, 2013, regarding the additional information provided by Ms. **********.

Although the claim is not completely covered according to the Policy wording, the agent for this 
sale (HomeAway.com) has offered an ex gratia payment for the remaining  balance of Ms. **********'s 
 loss. Ms. ********** has been asked to provide additional invoices and estimates for the damages 
claimed. She has agreed to provide these documents as soon as possible.

If you have any questions,  please feel free to contact us at (800) 541-3522, by email at 
claims@csatravelprotection.com or by FAX at (877) 300-8670.


Sincerely,

****** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Problems with Product/Service | Complaint Details Unavailable
8/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a member of ******* Resorts; when I make a reservation they offer cancellation coverage for 100% of the points value up to the day of departure. When I made a reservation last year CSA popped us as covering the same service for a year for $100.00 more which is a deal. I asked if it covered all the points for any reason and they said yes. Now when I went to cancel a reservation it is only for "emergencies". They misrepresented their product and I bought it online. I am so tired of being told something and then it backfires. I am sure they will say they had a 10 day cancellation policy and I did call to be sure it covered all the points for any reason and their reply was "absolutely". I guess buyer beware. I have to be dying or something to get coverage. Why would I purchase this when I could purchase thru ******** and it covers everything for any reason? Doesn't make sense to me. I would have never purchased it if it was only for emergencies when ******* Resorts covers for anything.

Desired Settlement: I would like to get reimburse for the time I have left on the policy which is March, 2014. Thank you.

Business Response: Sent to BBB of San Diego via ******@sandiego.bbb.org

August 20, 2013

BBB of San Diego
Attn: **** *****
5050 Murphy Canyon, Ste. 110
San Diego, CA 92123

Re: Name: ******** ******
BBB ID #*******
CSA Policy #**********

Dear Mr. *****,

CSA Travel Protection represents Stonebridge Casualty Insurance Company (NAIC #*****) as the 
administrator of the travel protection plan that Mrs. ****** purchased on 11/22/2012. We are in receipt of your 
letter on this case dated 08/14/2013. After review of the events, we have made a business decision to refund 
Mrs. ******’s full plan cost of $155.00. 

CSA Travel Protection provides travel insurance and emergency assistance plans for consumer purchases. 
Mrs. ****** purchased travel arrangements through one of our partners, ******* Resorts. ******* Resorts 
offers our travel insurance products in their online booking path, making it available to interested customers. 
Our insurance is optional in the booking path, and features a 10-Day Free Look upon purchase, which allows 
customers to review the coverage for satisfaction. If customers are not satisfied with our coverage after their 
review, they are able to return the plan within 10 days of purchase for a full refund. After this 10-Day Free 
Look period, the plan is non-refundable.

We have no record of any calls to CSA after purchase advising that Mrs. ****** could cancel for any reason 
and receive benefits from this plan. We have validated that the current online purchase path clearly advises 
there are certain covered events for Trip Cancellation coverage. However, we are unable to confirm if Mrs. 
****** contacted ******* Resorts with questions regarding this plan, and unable to confirm what Diamond 
Resorts represented verbally to Mrs. ******. For that reason, we have chosen to refund the full plan cost of 
$155.00. 

We apologize for any inconvenience this has caused, and appreciate the opportunity to review our customer 
service. As always, please feel free to contact us if you have any further questions or concerns.

Sincerely,

******* ****
Compliance Manager

Cc: ******** ******
**** ***** ***** ****** **** **** ****** ** *****
Stonebridge Casualty Insurance Company
*** ********
Vice President of Operations
CSA Travel Protection

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Billing/Collection Issues | Complaint Details Unavailable
8/9/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I planned a trip to Spain with STA Travel. I wanted to buy travel insurance in case my mother became ill, while I was in Europe, she is 90 years old. I was scheduled to leave on June 11th. The week before was my last week of school, I am an elementary art school teacher, and that week is always very stressful, so I was very fatigued and feeling generally tired, achy and fatigued, as I wrap up grades, physically move boxes, pack boxes and manage 800 students. My last day was Friday, June 7th, and I was scheduled to leave June 11th. I thought I would recuperate over the weekend and catch up on sleep, but as the weekend, I still was very fatigued and having aches and pains, which I thought were just the result of stress. My stomach had been bothering me in particular, but I felt that it was because of stress and having had lactose by mistake. (I am lactose intolerant). I had had a pain in my belly, but it didn't hurt all the time, and seemed to happen at night, so I felt it was the stress of the day. On Monday, June 10, I awoke, very much in distress, because I was not getting rested for the trip, I had aches and pains, and I started to have anxiety because I knew I would not be able to fly for the eight hours to Spain, as I was in some pain in my belly and the rest of my body hurt. I called my primary doctor and made an appointment that day. She examined me for the anxiety attack and prescribed an anti-depressant, which, by the way, I did not take because I knew that wasn't the problem. I told her my stomach hurt and everything hurt. She told me it could be menopause symptoms, so I made an appointment with my gynecologist and speak to him. I went to see him on June 17. He did not diagnose any specific menopausal problems, but during the exam, I told him, that I was experiencing a weird intermittent pain in my belly, that seemed to have no predictable time and came and went. He pressed his finger into my belly, I shrieked and he told me that I had a trigger point, which is a big painful muscle knot in your muscle layers. He told me to see the Pain Clinic to receive a shot. I then realized that the pain in my belly hurt mostly when I was sitting. I usually stand all day at my job, and at night, I am sitting. That is why the pain only occurred at night, when I was home. I realized. I believe, that subconsciously, my brain knew there was a physical problem and that is why I had the anxiety about flying for eight hours on the plane. I went to Dr. ******, who used a sonogram or some machine to look at the trigger point. He found it as it showed up in the picture. He showed it to the other attendants. He gave me a steroid shot in the trigger point. I just went for a follow up today, July 30. All this information, from each doctor, has been provided to the insurance company, who is still reviewing and asking for more medical records. They are trying to prove that I have a pre-existing mental condition, that would exempt them from paying out on the claim. I paid $300.00 for travel insurance for the case of my mother's need or my own illness for that matter. We have supplied all the material they have asked for, and I think this company is really infringing on my right to medical privacy as it is. They are creating criterions that are so narrow, that no one will be able to collect on their claims.

Desired Settlement: I want a reimbursement of the $1888.26.

Business Response:

Dear Mr. *****:

CSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was purchased. We are in receipt of your email dated July 30, 2013, notifying us of the
complaint filed by Ms. *******.

We have again reviewed the documentation Ms. ******* provided for her claim. We have
determined that we have sufficient medical documentation to afford coverage. The claim will be
finalized once the claims representative confirms we have all necessary documentation from the
travel supplier.

If you have any questions, please feel free to contact us at ###-###-####.

sincerely,

***** ****
Sr. Technical Claims Specialist

cc: ***** ******** / Claims Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Original flight scheduled for may 1,2013. problems with aircraft flight was cancelled. Flew out to barcelona the next day may 2 arriving in Bcn on the 3rd rental agreement began on the second but due to the delay I arrived on the third. Paid initial deposit and the rest was to be paid in cash or by credit card. paid in euros (cash). The rental agent signed the booking agreement acknowledging the payment and the terms . (this was unaceptable to CSA) Total payment upon arrival was 1007.78 in euros.. total for the rental was 1208.70. claims person read the amount to be 10.76 how i do not know as it is as clear as the sky in the caribean. They also e mailed me advising me they were contacting the rental company and delta to verify the delay...NOT SO. I called the rental company and delta and asked if they had any communications from CSA and they both stated NO. I have since received communications from delta indicating the delay , days etc. this compay seems to make the customer jump hurdles and do the the pursuance of items, which they should be doing.It is not my fault reading of documents is difficult and or comprehension of a letter i sent them outlining in the simples of wording the timeline which resulted in my filing of the cliam.. The company promises seems ok, the claim handling is dubious at best. I have sent them all the documtation requested but it seems they resist claims and . I have e mailed the claims rep requesting if they received my faxes...to date no reply a real example of poor customer service..note the claim forms were mailed on the 12 of july, first communactions from the on the 26th.. On my intial notification with CSA , i was told to send in the claim forms and a determination would be made..i have and still waiting

Desired Settlement: Pay what is owed.. if any, no more no less

Business Response:

Dear Mr. *****:


GSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was purchased. We are in receipt of your email dated July 31, 2013, notifying us of the
complaint filed by Mr. *****. Mr. ***** contends delayed processing of his claim. Mr.
*****' trip was delayed on May 01, 2013, due to a flight cancellation.

We received Mr. *****' claim documents on July 16, 2013, and the file was reviewed on July
26, 2013. At that time we sent an email to the rental company for information needed to process
the claim. We sent an email to Mr. ***** on July 27, 2013, requesting some additional
information, and this information was received on July 29, 2013. We obtained information from
the airline on July 30, 2013, and information from the rental company on July 31, 2013.

The claim was finalized and payment prepared on July 31, 2013. The checks are mailed out 3-5
business days after payment is entered in the system. The claim payment check should be
mailed out by the middle of next week.

If you have any questions, please feel free to contact us at ###-###-####.

Sincerely,

***** ****
Sr. Technial Claims Specialists

cc: ***** ******** / Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had planned a family weekend getaway to ******** ******* to stay in a rental home. I paid for the entire rental weeks earlier and the morning before I was to leave (June 5, 2013) I called and added the trip cancellation insurance which was supposed to refund my money in case of a cancellation (following terms of course). The lady on the phone took my credit card number and told me I was set with the insurance that day (June 5, 2013). While I was doing this my grandfather was in the hospital and was to be moved to hospice that evening. Six separate doctors in the hospital expected him to live for a few more weeks, unknown to me that he would pass away that evening. On June 5, 2013 my husband, baby and I went to the hospital to visit my grandfather before we were to leave on our trip (we are the only family in ******* my grandparents have). When we arrived he was not doing well and ended up passing away suddenly at 11:15pm on June 5, 2013 with my grandmother and myself by his side. The next day I called and canceled my rental home (spoke with the homeowner) and called VRBO who I made all of my payments with. The homeowner was understanding and refunded my $150.00 damage deposit (separate from the $434.65 rental fee). I called CSA and had them send the claim paperwork I needed to fill out to start the process. Once I received the death certificate I attached that along with all of the paperwork and mailed it in. A few weeks later I received a letter in the mail stating that I had been denied because he died forty-four minutes before my trip cancellation benefits started. The letter states that the coverage took effect on June 6, 2013 at 12:01am which was only forty-four minutes after he died. We were still by his side at 12:01am even though he was dead. I am confused to how and why I was denied because I had paid for and was told that my insurance was in effect. He died only forty-four minutes before the covered timeframe. Also, I did cancel on June 6, 2013 which is "when the insurance started." I had to be with my grandmother to fill out the hospital paperwork, set up funeral arrangements, write the obituary and help her with all of her needs since she is in her 80's and was now alone. Why would anyone want to leave and go on a trip after being up all night dealing with this? I don't care about getting my money back, I would love to stay at the place I had previously booked. A credit would be perfectly fine. I am a new mother who is staying at home with my baby while my husband works to support our family. I saved for along time to go on this trip and it really saddens me that this happened. I had no control over the death of my grandfather, he was supposed to live longer (only forty-four minutes). I really, truly hope you take my situation into consideration and help me. I would really appreciate it.

Desired Settlement: I would still like to stay at the same place I had previously booked and/or a full refund of my money owed ($434.65 + the travel protection insurance I paid separately).

Business Response:

******* ******, Complaint ID Number *******
Claim Number: ***********
Policy Number: **********
Travel Dates: June 07,2013- June 09,2013

Dear Mr. *****:

CSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.p.A.
(Generali U.S. Branch) as the administrator of the travel protection plan that was purchased. We are in
receipt of your email dated July 24, 2013, requesting that we respond to Ms. ******'s complaint.

Ms. ****** booked a vacation rental with scheduled travel dates of June 07,2013 to June 09, 2013. She
called our office on June 05, 2013 to purchase the travel insurance policy, and did not ask any questions
about the coverage. A Policy Confirmation Letter and Description of Coverage, outlining the plan's
coverage and coverage restrictions, were emailed to her at that time. The policy has a Trip Cancellation
coverage effective date of June 06, 2013.

Ms. ****** canceled the trip on June 07, 2013, due to the death of her grandfather, which had occurred
on June 05, 2013. Events that occur prior to the policy effective date are specifically excluded from
coverage. The plan also excludes "any issue or event that could have been reasonably foreseen or
expected when you purchased the coverage." Ms. ****** indicates that she did not expect her
grandfather to pass away so quickly, but she did confirm the patient was admitted to hospice the same
day the insurance was purchased.

The family member's death that resulted in the trip cancellation occurred prior to the policy going into
effect. Therefore, we must reaffirm our original decision that no benefits are payable for this claim.
If you have any questions, please feel free to contact us at ***** *********

Sincerely,

***** ****
Sr. Technical Claims Specialist

cc: Generali Assicurazioni Generali S.p.A. (Generali U.S. Branch)

***** ******** I Claims Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I feel that this is not a proper solution to my issue.  When I signed up I did not know that my grandfather would pass away, I was told by his doctors that he had a few weeks left to live in hospice.  Also, I did ask questions when I called.  I asked the customer service agent if I would be covered if my grandfather died and she said yes.  When I called to cancel on June 6, 2013 I could not get ahold of anyone at your business (I can send you my cell phone records) and that is why I had to call on June 7, 2013.  I did cancel my reservation with the homeowner on June 6, 2013 who responded right away.  I did pay for insurance and feel that this should be covered, isn't that why people purchase insurance?  I am wanting to continue using your services in the future and would really like this to be resolved.   

      

Regards,

******* ****** 

Business Response:

Dear Mr. *****:

GSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.p.A. (Generali U.S.
Branch) as the administrator of the travel protection plan that was purchased. We have received your email dated
July 30, 2013, with additional information submitted by Ms. ******.

We reviewed another telephone call that Ms. ****** made to our office on June 05, 2013, before she purchased
the policy. She asked if the policy would cover the death of a non-traveling family member. The customer service
representative read the policy language in regard to cancellations due to the death of a family member, and
informed her that the discussion was not a determination of coverage. The following excerpt from the policy
language had been read to her:

"Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded
and unused published Payments that you paid for your Trip, if you are prevented from taking your Trip due to one
of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling
Companion, while your coverage is in effect under this Policy.

Covered Events:

1. The Sickness, Injury or death of you, your Family Member, your Traveling Companion or your Service Animal.
The Sickness or Injury must first commence while your coverage is in effect under the Policy".

Although Ms. ****** states she did not expect her grandfather to pass away at the time the insurance was
purchased, he did pass on the same day that the policy was purchased, June 05, 2013. The policy effective date of
the insurance was June 06, 2013. Coverage was not in effect under this policy at the time of the death. We are
unable to provide benefits for this claim.

If you have any questions, please feel free to contact us at ###-###-####.

Sincerely,

***** ****
Sr. Technical Claims Specialist

cc: Generali Assicurazioni Generali S.p.A. (Generali U.S. Branch)
***** ******** / Claims Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2013 Problems with Product/Service | Complaint Details Unavailable
7/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought 2 travel policies from CSA. We had several families going to the beach on June 1,2013. My parents was one of the families that was going to the beach. I had purchased 2 condos. My parents 1 and my family 1. My father got ill and was put in the hospital on Sunday May 12,2013. I was still thinking that he would be out and ready to go to the beach in June. Just in case I called the realty company and explained the situation about my father and they told me that I could still purchace the insurance. Still hesitant I asked for CSA phone number to verify. I called CSA and told them the situation up front that my father was in the hospital and that I was still hopeful that I could go in June but that I was not 100% sure. They said that I could still purchase the insurance. so I did on May 18,2013. My father took a turn for the worse after 2 weeks and had to be life-flight air lifted to a bigger hospital. I cancelled the trip on May 27,2013. I called CSA to ask what to do and they sent me forms to fill out. I filled out the forms and sent them in. They give me a claim number and a service rep. Claim #******** Service rep. **** ****. I spoke with him on several occasions because of having to send in additional paperwork. I am not claiming both policies, only 1 travel policy which is mine. I could not go to the beach with my father on life support. I expliand this to **** and he told me and he also sent me an e-mail (that I still have) stating that he needed doctors notes to prove a worsening of condition while my father was in the hospital after the policy effect date. So the doctor sent that to them stating that he got worse on May 24.2013 and had to be airlifted. I also have a copy of that medical record. After they got that, now they say that they still wont pay because my father was in the hospital. Can you please help. Thanks

Desired Settlement: I think that they should pay for the policy that I bought. I was up front with them when I purchased the policies. I am only claiming 1 of them.

Business Response:

**** ***** I BBB OF SAN DIEGO
5050 MURPHY CANYON ROAD #11 0
SAN DIEGO, CA 92123
Angela *****, Complaint ID *******
Claim Number: ********-**
Policy Number: **********
Travel Dates: June 01, 2013- June 08, 2013

Dear Mr. *****:

CSA Travel Protection and Insurance Services represents Generali U.S. Branch as the administrator of
the travel protection plan that was purchased. We are in receipt of your email dated July 10, 2013,
requesting that we respond to the complaint filed by Ms. *****.

Ms. ***** contacted our office on May 18, 2013, with questions about purchasing the travel insurance
policy. She notified us that her father was ill and in the hospital at that time. Our customer service
representative should have explained to Ms. ***** that she would not be eligible for benefits in regard
to her father's medical condition. The policy provides Trip Cancellation benefits only for an illness that is
unforeseen and commences prior to the insurance purchase.

Ms. ***** filed a claim for the $420.88 payment that she had made for the rental unit in February 2013.
The customer service representative's failure to educate Ms. ***** about the policy restrictions did not
result in any additional payment for the trip being made. The only additional cost was the travel
insurance plan cost of $51.08.

We will refund the $51.08 insurance cost to Ms. *****, and apologize for any inconvenience this has
caused. The trip was canceled due to an event that will not allow payment of benefits.
If you have any questions, please feel free to contact us at ###-###-####.

Sincerely,

***** **** Sr. Technical Claims Specialist

cc: Generali U.S. Branch

***** ******** / Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As stated in the response the business CSA customer service rep. did not inform me of this.  The rep. told me that I could still purchase the insurance even when I told them that my father was in the hospital.  As you see in their response they agreed that the rep. made a mistake.  So they should make it right and have to pay me the 420.88.  If they would have told me different I would not have purchased the insurance.  I actually purchased two policies from them 51.08 and 53.86.


Regards,

****** *****

Business Response:

**** ***** / BBB OF SAN DIEGO
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123

Angela *****, Complaint ID # *******
Claim Number: ********-**
Policy Number: **********
Travel Dates: June 01, 2013 - June 08, 2013

Dear Mr. *****:

GSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.p.A.
(Generali U.S. Branch) as the administrator of the travel protection plan that was purchased.

We have received your email dated July 22, 2013, with the additional information provided by Ms.
*****. Ms. ***** feels that since the customer service representative told her she could purchase the
policy, even though her father was in the hospital, the claim for the $420.88 rental cost should be paid.

This matter has been reviewed by the underwriter, and we will allow coverage. The $51.08 premium will
no longer be refunded because the policy must remain in force. The claim will be reopened for payment.
If you have any questions, please feel free to contact us at ###-###-####.

Sincerely,

***** ****
Sr. Technical Claims Specialist
cc: Generali U.S. Branch
***** ******** / Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a trip through vacations to go and bought insurance through CSA, with the cancel for any reason option,all paid for called and cancelled with csa and vacations to go 4 days before trip, they sent me paper work to fill out to get my 1200 dollars back that day,I filled it out and emailed it to them,2 weeks later they asked for more info from bank proving I paid,which indeed I did, never heard from them till I called again ,and **** tells me my claim was not going to get paid cause I didn't cancel with vacations to go,I did so I call vacations to go and they of course have no info I called and cancelled,my girlfriend traveling with me got deathly ill,doctor said she could not travel so I cancelled , for any reason it says but they are playing the David. Vs Goliath card, I paid for cancel for any reason policy and get nothing , all I can do now is file here,Texas dept of insurance then if no avail,go to coart ,this is ridiculous that this company can even operate doing customers this way,it's robbery without a pistol,please don't let people get the shaft as I am getting by this company, all I can do is get a attorney and fight this with attnys fees , why should I have to do this on a fair and square deal ,thanks

Desired Settlement: 1208.00. The amount I paid for fair and square

Business Response:

Dear Mr. *****:
*********** **********
May 03, 2013 - May 06, 2013
June 10, 2013
GSA Travel Protection and Insurance Services represents Generali Assicurazioni Generali S.P.A. (U.S.
Branch) as the administrator of the travel protection plan that was selected. We are in receipt of your
email dated May 28, 2013, regarding our denial of Mr. *****' claim for Trip Cancellation benefits.
Mr. ***** booked a trip through Vacations To Go on April 9, 2013. He purchased a Cancel For Any
Reason policy. This policy has certain requirements that must be met in order to qualify for this
coverage. Specifically, the policy requires that if you cancel your trip for any reason, you must cancel the
trip 48 hours or more prior to the scheduled departure date.
In order to investigate Mr. *****' claim, we contacted Fun jet Vacations who advised us that Mr. *****
and his traveling companion were listed as a "no-show" at the airport and they had no record of a
cancellation. We also contacted Vacations To Go who also indicated that they had no record that this trip
was cancelled. The claim was denied as Mr. ***** did not meet the requirement of cancelling his
reservation 48 hours or more prior to the departure date.
Mr. ***** did call our office for claim forms several days prior to his trip departure. As such, the
underwriter has allowed us to extend benefits for this claim. The claim will be reopened and the claims
representative will verify that we have all the necessary documentation to issue payment.
If you have any questions, please feel free to contact us at (800) 541-3522.
Sincerely,
***** ****
Sr. Technical Claim
CC: Generali Assicurazioni Generali S.P.A. (U.S. Branch)
***** ********, Claims Department Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: WHAT MORE PROOF DO YOU NEED? I NEEDED TO CANCEL OUR VACATION BECAUSE MY KIDS GRADUATION WAS PUSHED UP A WEEK TO OUR VACATION WEEK DUE TO SNOW DAYS. GRADUATION WAS A WEEK BEFORE OUR VACATION WEEK UNTIL THE SNOW HIT US. I CANNOT MISS OUR KIDS GRADUATION. THE GRADUATION CHANGE DID NOT HAPPEN UNTIL AFTER WE BOOKED AND PAID FOR OUR TRIP. THEY HAVE DENIED MY REFUND OF $1,083.63 BECAUSE THE KIDS ARE NOT GOING ON THE TRIP??? THE POINT IS WE NEED TO BE THERE FOR OUR KID'S GRADUATION. THANK YOU FOR YOUR TIME IN THIS MATTER.

Desired Settlement: PLEASE REFUND $1,083.63 THIS IS WHY WE PURCHASED THE INSURANCE, TO AVOID THIS REFUND DISPUTE. DEVON LOVE NEEDS TO BE REPRIMANDED ON HER CUSTOMER SERVICE SKILLS. VERY RUDE AND DISCOURTEOUS.

Business Response:

Dear Mr. *****:
May 03, 2013
CSA Travel Protection and Insurance Services represents Generali USA as the administrator of the
travel protection plan that was purchased. We received your email dated May 01, 2013, requesting that
we respond to Mr. ************* complaint
Mr. *********** booked a trip through Reed Real Estate with travel dates of May 12, 2013 to May 19,
2013. The travel insurance plan was purchased on January 29, 2013. At that time a Policy Confirmation
Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were
emailed to him.
We received a claim on April 12, 2013, indicating the trip had to be canceled due to seaquisition of the
federal government, and snow days at school caused the graduation to be the week of the trip. On April
17, 2013, Mr. *********** clarified that his Traveling Companion's childrens' graduation and athletic
banquet were changed to the week of their scheduled vacation due to snow days. Mr. *********** also
verified that the children were not scheduled to accompany him on the trip.
The policy purchased provides Trip Cancellation Benefits "if you are prevented from taking your Trip due
to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or
your Traveling Companion, while your coverage is in effect under this Policy ... The school where you
attend must extend its operating session beyond its predefined school year due to unforeseeable events
commencing during the coverage effective period. The school year extension dates must fall in your Trip
dates in order for this coverage to be available. Extensions due to extracurricular or athletic events are
not covered".
Traveling Companion, as defined by the policy means "a person who, during the Trip, will accompany
you in the same accommodations." Mr. ************* Traveling Companion's children were not
scheduled to travel. Therefore, the reason that the trip was canceled is not one of the covered events
that would allow payment of the claim. A denial of benefits letter was sent on April 22, 2013. We must
reaffirm our original decision that we are unable to pay this claim.
If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

TO MAKE THIS SIMPLE, I PURCHASED THIS TRIP FOR MY FIANCE AND I.  WHEN I  PURCHASED THE TRIP ON JANUARY 29, 2013, THERE WAS NOT A GRADUATION ON THE WEEK OF MAY 12 TO MAY 19, 2013.  DUE TO SEVERAL SNOW DAYS, IN 2013, OUR CHILDRENS GRADUATION WAS PUSHED TO THE SAME WEEK OF OUR VACATION WEEK IN MAY.  WE CANNOT MISS OUR CHILDRENS GRADUATION.  WE ARE PARENTS AND NEED TO BE THERE FOR OUR CHILDREN.  THIS IS WHY I PURCHASED INSURANCE TO COVER US IN CASE OF EMERGENCIES.  THANK YOU FOR YOUR TIME IN THIS MATTER. 

Regards,

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

Business Response:

Dear Mr. *****:
*********** ********** ** *
May 17,2013
GSA Travel Protection and Insurance Services represents Generali U.S. Branch as the
administrator of the travel protection plan that was purchased. We are in receipt of your email
dated May 06, 2013, requesting that we respond to the additional information provided by Mr.
***********.
We had requested that Mr. *********** provide us with his actual proof of payment for the trip
in the form of his credit card statements. This documentation has been received and the claim
has been paid.
If you have any questions, please feel free to contact us at (800) 541-3522 .

Sincerely,
***** ****
Sr. Technical Clai
cc:Generali U.S. Branch/Generali Assicurazioni Generali S.p.A. (U.S. Branch)
***** ******** I Claims Manager
****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase cruise insurance through Vacations To Go. This cruise was to be a surprise to my boyfiend who was coming home from overseas. In the meantime he got extended and I took a new job. My new job would not grant me leave due to an audit that was schedule and mission essential business.

Desired Settlement: Once I knew my leave was disapproved I completed the claim form and emailed to company in Oct 2012. No response, so I emailed again in Nov 2012 only receive the standard message "we will process your information in the order it was received." It's been 6 months I have not had a phone call, email nothing from this company.I just want my refund of the cost of the cruise. That's what I paid for.

Business Response:

Dear Mr. *****:
May 02,2013
CSA Travel Protection and Insurance Services is the administrator of the travel protection plan
that was purchased. We have received your email dated April 26, 2013, requesting that we
respond to Ms. *****' complaint.
Ms. ***** indicates that after submitting her claim in October 2012, she did not receive a
response from us. According to our records, we mailed a denial letter to Ms. ***** on October
08, 2012, stating the following:
Based on the information we have received you cancelled your trip due to starting a new job
and having your leave request denied. In order for coverage to apply as the certificate of
insurance states, it must be "a transfer of employment of 250 miles or more". Since the distance
between Portsmouth, VA and Fort Lee, VA is less than 250 miles, unfortunately we are unable
to apply coverage and issue benefits for your claim.
Please refer to your certificate of insurance under the heading "OTHER COVERED EVENTS"
and subheading "h." for further details.
However, the policy does include another covered event that could possibly apply to your loss.
The certificate states under "OTHER COVERED EVENTS" and subheading "k.", coverage can
also apply if "your or your Traveling Companion's or traveling Family Member's approved,
written military leave is involuntarily revoked as a result of being temporarily or permanently
reassigned, or being called to active military reserve or an extension of deployment beyond a
defined tour of duty within 30 days of your departure date. All leave must be approved prior to
the Policy effective date". If this is the case, please provide us with any supporting
·documentation available to you, and we will re-open your claim for additional review.
Ms. ***** resubmitted her claim to us in November 2012. At that time we sent another copy of
the denial letter to Ms. ***** on November 12, 2012. Both times the correspondence was
mailed to ** ***** **** ** ** *********** ** ******
We do have confirmation that Ms. *****' did have approved, written military leave for her trip. If
her leave was revoked due to her reassignment, we will need written confirmation from her
commanding officer to further consider her claim.
If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

***** ****
Sr. Technical Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased airline travel insurance protection from Csa Travel Protection on March 21,2013,POLICY NUMBER **********.I did this because I am a ****** patient taking an oral ************ drug called ********, which has many side effects. On March 28th I cancelled my trip as I became ill and my doctor advised me not to travel. On March 29th I faxed all of the required forms for claim Number ********-** to Csa Travel Protection. They requested more information from my doctor and on April 11th my husband talked to **** **** in the claims center who said he had received the doctor's information and if we didn't hear from him they(CSA) would send a check in 7-10 business days. On April 15th I received a letter from **** **** of Csa with no check that stated that I had a credit with Air Tran for $432.60 until 3/21/14.If I didn't use it by 3/21/14 they would issue a check. This is not what their policy says or what he stated. This is totally unacceptable. Air Tran is not even Air Tran anymore as it is owned by Southwest Airlines. It is ridiculous to wait a year for a refund.

Desired Settlement: I want a total refund sent by next day air as soon as possible. I didn't buy the insurance to get a credit for future travel. I could have gotten that without the insurance. ***** ******

Business Response:

Dear Mr. *****:
April18, 2013
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that was purchased. We are in
receipt of your email dated April16, 2013, requesting that we respond to Ms. ******'s complaint.
Ms. ****** has requested payment for her AirTran Airways credit, which expires on March 21,
2014. The policy purchased provides reimbursement for forfeited payments or deposits made
towards the Covered Trip. Our normal procedure is to issue payment for any change fees up
front, and when the credit expires and the payment forfeited, we issue a check for the remaining
balance.
We have received approval from the underwriter to issue full payment for the claim now. A form
has been sent for Ms. ******'s signature confirming that she will forfeit the credit, and we will
notify AirTran Airways to remove the credit from their system.
If you have any questions, please feel free to contact us at (800) 876-6903.

Sincerely,
***** ****
 Sr. Technical Claims Specialist
cc: Stonebridge asualty Insurance Company
***** ******** I Claims Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Travel Insurance from CSA. I have a ten day review period and ability to cancel.I have contacted and spoken to numerous agents including a supervisor. Today I contacted them and was disconnected. CSA has unclear definition on an exclusion on their policy "fine print" ( Page 17 Number, 6 of exclusion list which states the following: "Participation in organized amateur and interscholastic athletic or sports competition OR events." I have purchased this travel insurance primarily to attend a Yoga Retreat in Peru. I have asked what their definition of "amateur", "athletic" , "event" means, and if the Yoga is considered "an amateur athletic event"? The supervisor stated that Yoga retreat based on "his opinion" was not an athletic event and I should be covered. "However", that claims dept would make that decision once a claim is filed. This is unreasonable and puts the insured at great risk. What if there was a claim and the claim department at that point clarified the definition and excluded me from benefits under this plan? A clear definition needs to be provided and they are refusing to do so, and refusing to contact the claims department "prior to a claim" to clarify the meaning of the terms used. CSA is also vague about their policy that states if you purchase travel insurance with them within 24 hours of when you made the first payment for the event then you are covered for pre-existing medical waiver. I asked for clarification on this point and the Supervisor "verbally" said I was okay, and they do not check the hours, but compare on statements the "dates" of purchase. I asked them to put it in writing in an email so I would have something other than a verbal to go by and they declined stating that once a claim is made then they can put it in writing if I am covered or not. "Once a claim is made" is part of the way they respond to the vulnerable at risk customer and thru a system of smoke and mirrors sell travel insurance to the public.

Desired Settlement: 1- I would like the CSA claims department to respond ( before my policy cancelation date)and define if my yoga retreat would fall under the wording of #6 and if I would have benefits under my plan or be excluded by this definition.2- I would like CSA to confirm in writing the meaning of 24 hours and confirm they use one business day and 24 hrs interchangeably as stated by the supervisor I spoke to. This is for pre-exisitng medical condition waiver. I am asking about the time element only.

Business Response:

Dear Mr. *****:

CSA Travel Protection represents Stonebridge Casualty Insurance Company (NAIC #* ****) as the
administrator of the travel protection plan that Ms. ******* purchased on 03/30/2013. We are in receipt of
your letter dated 04/04/2013. Please be advised that Ms. ******* cancelled her plan coverage with CSA on
04/05/2013. As such, she has no active product with CSA Travel Protection at this tome.
Aftei her purchase, Ms. ******* was in communication with our Customer Service Department on
04/01/2013, 04/02/2013 and 04/03/2013 with questions regarding her plan coverage.
According to your letter, Ms. ******* contacted the BBB of San Diego on 04/03/2013. In her request to the
BBB of San Diego, she asked for confirmation in writing that the following exclusion would not be applied to the
yoga retreat she intends to participate in during her covered trip:
"We will not pay for any loss under the plan caused by, or resulting from: ... 6. participation in organized
amateur and interscholastic athletic or sports competition or events;"
Our Customer Service supervisor confirmed on 04/02/13 that this exclusion would likely not apply to Ms.
Mohanna's participation in any group or individual activities at the yoga retreat, however, CSA is unable to predetermine
claims without evaluating the details and documentation of the loss. For example, the Claims
Representative would have to review the formal claim report for a medical injury to verify exactly what Ms.
******* was doing when she was injured in order to know if coverage applied and if any exclusion applied.
Without a documented incident to investigate, we are unable to make a coverage determination.
Additionally, Ms. ******* asked for confirmation in writing that the following language would be applied to
mean 'one business day':
"The Pre-Existing Condition exclusion will be waived provided you meet all of the following: 1. the
payment for this plan is received prior to/or within 24 hours of your final payment for your Covered
Trip; ... "
Our Customer Service supervisor confirmed on 04/02/13 that if payment for the plan was received on the next
day following the date of her final payment for her covered trip, then this requirement would be satisfied.
Though CSA is able to verify the date, hour and minute a plan is purchased through our system, we are not
always able to collect the hour and minute travel arrangements are secured through our travel partners. For
this reason. we use this practical 'one day' application for any plan that has this language. CSA is open 7 days
a week, so every day is a 'business day' for us.
We are directed in your letter dated 04/04/2013 to refrain from publishing any personal or identifying
information in this forum. Therefore, we ask that any additional questions from Ms. ******* regarding her
cancelled plan, or any future plans, to be directed to our Customer Service Department for optimal service.
We are grateful for the opportunity to review the quality of our customer service, and are pleased to validate
that consistent service has been provided. As always, please feel free to contact us if you have any further
questions or concerns.

Cc: ********** *******
2332 Steiner Street
San Francisco, CA 94115
Stonebridge Casualty Insurance Company
Bob Cl1ambers
Director of Operations
CSA Travel Protection

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[CSA and Stonebridge representative makes the following statement to my complaint:  "Our customer service supervisor confirmed on 4/2/13 that this exclusion would not likely apply to Ms. *******'s participation..." The exclusion in question is: ( 6. Participation in organized amateur and interscholastic athletic or sports competition or event), What the supervisor told me, was that in his "opinion" that a yoga retreat was not excluded.  I was making a sincere effort to understand if "Yoga" was defined as an "amateur sport" or the retreat was an "event".  I simply wanted their definition.  CSA rejected to offer me CSA's definition or Stonebridge, what the exclusion meant.  What was offered was an "opinion" of a supervisor, who clearly stated that his opinion would not stand.  That the only way to ascertain the meaning of the terms was to file a loss and then determine if the loss fell under the definitions above.  The response to the complaint by CSA and Stonebridge confirms the reason for my complaint.  Please note the word "LIKELY" in the response.  When you are buying travel insurance and you would like a "DEFINITION" of an exclusion "LIKELY" puts the risk on the consumer.  CSA in my view sells insurance by hoping people don't read the fine print, and when they are "stonewalled" as I was. The multiple calls and emails I wrote the response  was always the same: that the claims department would determine definitions and only after a loss and a claim has been made".  There should be consumer laws against this way of doing business, where the insurer can get away with ambiguity about their policies, have their supervisor's express "opinions " that do not in actuality represent the company but the person making the statement.  Another problem I faced was that they required 24 hours from the time a trip was paid for, and then purchase of their travel insurance in order to qualify for pre-exisiting medical waiver.  The supervisor and others stated 24 hours was not 24 hours but next business day.  So I had to trust their "verbal" statements because they would not put it in writing.  The public needs to become aware of what I experienced and make their decision carefully.  I was forced to cancel before the ten day cancelation period because they simply did not answer my question of the exclusion in a satisfactory way and I realized there was much risk to keep their insurance.  I purchased travelex that does not have the ambiguity of the CSA policy and is clear, but on the other hand, I am covered for a lot less and had to pay about $50 more in premium.  But alt least I can go on this trip with a peace of mind that I am not relying on some claims officer to reject a potential loss I may have for the reason I have purchased travel insurance.

Regards,

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

Business Response:

April 17,2013
BBB of San Diego
Attn: **** *****
5050 Murphy Canyon, Ste. 110
San Diego, CA 92123
Re: Name: ********** *******
BBB ID #*******
Dear Mr. *****,
( 111 )
CSA Travel Protection represents Stonebridge Casualty Insurance Company (NAIC #* ****) as the
administrator of the travel protection plan that Ms. ******* purchased on 03/30/2013. We are in receipt of
your second letter on this case dated 04/12/2013. As stated in our previous letter to you dated 4/8/2013, Ms.
******* cancelled her plan coverage with CSA on 04/05/2013, and as such, she has no active product with
CSA Travel Protection at this time.
We understand that Ms. ******* is not satisfied with our product and service. She has exercised her 10-day
Free Look and received a full refund of her plan cost. This complaint has been escalated to senior
management to review our current service level and content, and to evaluate any possible improvements to
better serve our customers.
We regret that we could not provide satisfactory service to Ms. *******. This was not GSA's intention, and
we'll be taking this opportunity to review our procedures even further to see if situations like this can be
prevented going forward. As always, please feel free to contact us if you have any further questions or
concerns.
Sincerely,

******* ****
Compliance Manager
Cc: ********** *******
2332 Steiner Street
San Francisco, CA 94115
Stonebridge Casualty Insurance Company
Bob Chambers
Director of Operations
CSA Travel Protection

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dear Ms. ****, /since you keep repeating that I canceled in the ten day period, I will repeat I was forced to.  I pleaded with your customer service people who I spoke to many, including several emails to escalate this.  I was not given the opportunity to escalate the matter, thus I was forced to cancel.  Throughout the process the only answer to me about a "definition" of your exclusion, was an "unofficial" opinion by your customer service representatives.  At all times he maintained that it was his opinion only and would not seek official statement by CSA about definitions of your exclusions.  The ambiguity and the process clearly is meant to be a disadvantage to the consumer.  You could have made good by reinstating my policy and taking care of it.  However, you did not even try to remedy a bad situation when you have it in your power to do so.  I hope this language is read by many who buy your product.  It was clear to me, that at all times the customer service people in touch with me the consumer were strictly following policy and instructions.  What is of utmost surprise is that your system does not allow to protect the consumer, but is a means to sell more insurance to the benefit of your company and to the detriment of an innocent consumer who does not challenge the way you do business.  You could have made good but you continually refer to the cancelation.  How about reinstatement and an official statement that my yoga retreat is not considered an athletic event as your supervisor thought? ]

Regards,

 

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

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

3/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Added an insurance policy with my rental agreement from *** **** Reality-The company CSA sent me a packet describing thier rental protection. No where on the packet does it tell me there are more exclusions nor does it tell me to go to a web site to see any more information. I have filed a claim due to my wife's birthing date being to close to the vacation date. The doctor specifically told us it would not be recommended and we should cancel our trip due to medical issues involving the birth. I have submitted all documents needed for his claim. CSA is now stating they do not cover pregnancy cancellations..No where in the literature I have received does it state this..The first page of the literature they sent says "unable to travel due to a cold? No problem!" How can you advertise this but yet I can not be refunded for a pregnancy? I booked this vacation on December 6th of 2012. We found out that we where having a baby on December 15th 2012..This to me sounds like false advertising or bait and switch...I have talked to my claim rep and she said I should have this literature???? i have exactly what they sent me..no where does it exclude pregnancy.

Desired Settlement: I would like my claim resolved for $1425.00 My deposit on the vacation rental.

Business Response:

CSA Travel Protection and Insurance Services represents Generali USA as the administrator of the
travel protection plan that was purchased. We received your email dated March 06, 2013, notifying us of
the complaint filed by Mr. ******.
Mr. ****** booked a rental through ******** Realty with scheduled travel dates of June 15, 2013 to
June 22, 2013. The travel insurance plan was purchased on January 03, 2013. At that time a Policy
Confirmation Letter and Policy, outlining the plan's coverage and coverage restrictions, were emailed to
Mr. ******.
The trip was canceled in February 2013, due to Mrs. ******'s pregnancy. The policy provides benefits
for trip cancellation subject to the plan's terms and conditions and listed exclusions.
The policy states under the heading GENERAL EXCLUSIONS:
"1. We will not pay for any loss under this Policy, caused by, or resulting from ... d. normal pregnancy or
resulting childbirth, elective abortion or fertility treatment of you or your Traveling Companion".
The reason that the trip was canceled was due to a listed exclusion. Therefore, we must reaffirm our
original decision that no benefits are payable for this claim.
If you have any questions, please feel free to contact us at (800) 541-3522.

***** ****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

  I was not mailed a complete agreement information packet. I had to down load an attachment that was sent with an email that stated "thier printer and server was down" so I recieved an e mail containing the exact same pamphlet that Sun Surf Reality had sent me. I did log onto CSA website and there are no headings or links to the "contract details" or "more info"  on the website... The heading where VERY VAGUE AND DID NOT PERTAIN TO ANY DESCRIPTION AS OF MY RIGHTS OR TERMS AND CONDITIONS? 

      I have spoke to the claim rep manager since this report and he stated "you are right, there is limited room to explain the reason for your claim. "  I take this as a sign of guilt.  He has also stated I should have recieved a full medical release form which I did not. Again I recieved an email with an attachment that I had to download and print myself. There where 3 pages to print and one was an instruction sheet which I have followed to a T..    

        This company has misrepresented itself and has false claims and advertising to lure people into buying or adding this Insurance to there trip.  Some how CSA claims to give you a full refund for getting a cold before your trip, but will not refund my deposit due to a pregnancy and a doctor who strongly encouraged us to cancel due to possible complications at birth?

                  In Ohio we stand by our words and products, I have no idea about California.

Business Response:

CSA Travel Protection and Insurance Services represents Generali USA as the administrator of
the travel protection plan that was purchased. We are in receipt of your email dated March 07,
2013, notifying us of the additional information provided by Mr. ******.
According to our records, we emailed Mr. ****** his Policy Confirmation Letter with the
attachment of his complete Policy on January 03, 2013. The Policy lists the coverage
exclusions, which includes normal pregnancy.
Mr. ****** is now working with one of our claims supervisors in further consideration of the
claim. He has been asked to provide us with additional documentation to show that this was not
a normal pregnancy. Upon receipt of the documents from Mr. ******, the claim will be
reevaluated.
If you have any questions, please feel free to contact us at (800) 541-3522.

***** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased travel protection from CSA for our trip to Ireland starting/leaving AUG 22 2012. I felt I was coming down with a cold, so I saw my family doctor the day of my trip. My doctor examined me and told my she saw no reason not to go and sent me on my trip. 2 days into our vacation, AUG 24, my doctor called with blood work results and told me it was best to get back home. I contacted CSA about getting home, they told me they would not send me home and I needed a medical release from a doctor and that I had to go to the hospital. I spent the next 7 days in the hospital, and occurred a medical bill of $5,846.97, and they never found a cause of my illness and sent me back to my hotel on Aug 31st. The 8 night hotel stay cost us $510.48.On Sept 1st we contacted CSA again and they made travel arrangements to send us home Sept 2 at a cost to us of $2129.99,we never did get the so called release they needed from the hospital. After 6 months they have denied the claim, saying my illness needed to start during the trip, which I thought occurred since my doctor contacted me 2 days into our trip, with an issue with my blood work. If they would have just sent us home when we contacted them on Aug 24, we could have use our existing airline tickets and flew home and never occurred the $8487.44 additional cost. The $8487.44 does not include the actual trip itself which cost $2492.20 excluding airfare, for a total of $10,979.64.

Desired Settlement: I would like a reimbursement of the monies that I believe CSA Travel caused us to occur by not sending us home on Aug 24th totaling $8487.44. I still feel CSA should give us a full refund for the trip and additional charges we occurred during the trip, totaling over $10,979.64 but am I willing to forgo those monies for the charges I feel they directly caused us by not sending us home on the above date.

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that was purchased. We received
your email dated February 27, 2013, notifying us of the complaint fi led by Mr. ******.
Mr. ****** booked a trip to Europe for his family with scheduled travel dates of August 22, 2012
to August 31,2012. The travel insurance plan was purchased on February 24,2012. At that
time a Policy Confirmation Letter and Description of Coverage, outlining the plan's coverage
and coverage restrictions, were emailed to him. Mrs. ****** added beneficiaries to the plan on
August 18, 2012, and a new Policy Confirmation Letter and another copy of the Description of
Coverage were emailed to them.
Before leaving on the trip, Mr. ****** presented to his doctor on August 22, 2012, with body
aches, fever, and chills. The doctor ordered laboratory tests. Mr. ****** and his family flew to
Ireland and arrived on August 23, 2012. On August 24, 2012, Mr. ****** was contacted by his
doctor's office and informed that due to his lab results, he should return home for further testing.
Mrs. ****** contacted our Assistance Provider requesting assistance in getting flights home. At
that time, it was reported that Mr. ****** had joint pain, hands and arms were hurting, and he
could not sleep at night. The Assistance Provider recommended that Mr. ****** be seen by a
local doctor so a medical report could be obtained. The medical report would allow the
Assistance Provider to proceed with a safe travel recommendation for the ******' family to
return home.
Mr. ****** was admitted to the ***** ******** Hospital in Ireland on August 24, 2012. He was
discharged on August 31, 2012, once he was deemed stable to travel. Our Assistance Provider
arranged flights home for Mr. and Mrs. ******, and paid for Mr. ******' airfare.
The policy provides Post Departure Trip Interruption Benefits if an insured is unable to continue
on the Covered Trip after departure on the Covered Trip due to Sickness. "The Sickness must
commence while you are on your Covered Trip and your coverage is in effect under the
plan ... require the examination and treatment by a Physician, in person, at the time the Covered
Trip is interrupted or delayed; and ... in the written opinion of the treating Physician, be so
disabling as to delay your arrival on your Covered Trip or to prevent you from continuing your
Covered Trip."
Medical Expense Benefits are provided subject to the following, "benefits will be payable only
for Covered Expenses resulting from a Sickness that first manifests itself or an Injury that
occurs while on a Covered Trip".
Based on the medical records obtained to investigate this claim, Mr. ******' Sickness
commenced prior to his leaving on the Covered Trip. The condition worsened after his arrival in
Ireland, resulting in his hospitalization. We originally denied benefits for his Trip Interruption and
Medical Expense claims.
However, the underwriter has reviewed the file and feels that we may provide benefits for the
claim. The file will be reopened and processed by the claims department promptly.
If you have any questions, please feel free to contact us at (800) 541 -3522.

***** ****
Sr. Technical Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ****** 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased this insurance for my cruise on 6/11/12. I requested a refund for the other half of my cruise and the port fees when my travel companion was hospitalized and had to cancel the trip. Both CSA and ****** ***** Resorts did everything to deny my request. When I called ******, they told me CSA travel insurance would cover my claim but I had to file promptly, they did not cover it. Why I do not know.

Desired Settlement: I want half of the port fees I paid and half of the fees I paid for two,on the cruise. I was charged for two persons but only I was able to make it.

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as
the administrator of the travel protection plan that was purchased. We have received your email dated
February 25, 2013, notifying us of the complaint filed by Mr. *******.
Mr. ******* indicates that his traveling companion was unable to take the scheduled trip due to illness.
The travel protection plan that he purchased does not include Trip Cancellation benefits.
In order to qualify for Trip Interruption benefits, the policy states that either your arrival on your Covered
Trip is delayed beyond the Scheduled Departure Date; or you are unable to continue on your Covered
Trip after you have departed on your Covered Trip. Mr. ****** traveled as scheduled. His arrival on the
trip was not delayed beyond the Scheduled Departure Date, nor was he unable to continue on the trip
after departing.
The plan does not include coverage or benefits for the trip cancellation of Mr. *******'s traveling
companion. Mr. ******* did not have a Trip Interruption because he traveled as scheduled. Therefore,
we are unable to provide benefits for this claim.
If you have any questions, please feel free to contact us at (800) 541-3522.

***** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I were referred to CSA by an Alaskan travel company located in Minnesota. Using a "producer code" provided by the Minnesota travel company, we received online at CSA's website 2 travel plan insurance options; Freestyle and Freestyle Luxe. The baseline quotes online were shown as $394.00 for the Freestyle plan and $646.00 for the Freestyle Luxe. We selected the Freestyle plan and our Discover Card was charged $470.00 instead of the $394.00 quoted online. CSA states that they cannot honor the quote online. My wife and I vehemently disagree and therefore, we are filing our complaint today with the BBB accusing this company of fraud, misrepresentation of their product quotes, and extremely poor customer service. **** *****

Desired Settlement: We expect a full refund of the $470.00 and/or CSA honoring the original quote of $394.00 for this particular travel insurance policy. Thank you.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to the BBB that the complaint was resolved by the company.

2/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I was booked a on the cruise ship Norwegian Gem for Oct 29 2012. The cruise was canceled due to hurricane Sandy in New York. We paid for travel insurance about 5 months ago.we are still waiting for a refund,the people we sail with have there refund. Claim #********-** My wife and I are senior citizens and will not be able to take a cruise untill we get this refund

Desired Settlement: Reund of money due us

Business Response:

February 20, 2013
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that was purchased. We received
your email dated February 11, 2013, notifying us of the complaint filed by Mr. *******.
On November 26, 2012, we received a claim form from Mr. ******* claiming $2,794.90 due to
Hurricane Sandy. There were no supporting documents provided at that time. We sent letters to
Mr. ******* on December 03, 2012, and January 03, 2013, requesting that he provide proof of
payment for the trip, a copy of his trip invoice, proof of any refunds received, and clarify his loss.
The information needed was also discussed by telephone with Mr. ******* on December 03,
2012, and January 28, 2013. We received the requested information from Mr. ******* on
February 04, 2013.
On February 12, 2013, we sent Mr. ******* a form to sign that would forfeit his credit with the
cruise line. Upon receipt of the signed document, we wi ll issue payment for the claim.
If you have any questions, please feel free to contact us at (800) 541-3522.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased StoneBridge Travel Protection insurance for a trip booked 2 months out (Februry 21 - 28, 2013) on Airtran. We received a document saying that we had 10 days to concel the coverage. 10 days would have been 6 weeks prior to departure and a cancellation at that stage was not possible or feasibel and we had plans to make the trip, or we would not have purchased the tickets in the first place. The family that we would have been visiting in Sarasota, FL rented a house for three months and they invited us to visit them for a week -February 21-28/2013. We were later told that the family would be back at their home in Silver Spring, MD during the time that they invited us and our planned trip had to be canelled. Thus, we had to cancel the trip. I think that it is very unfair to sell insurance on-line at the time that you are purchasing your ticket without full disclosure or means and intentions of reimbursement if the trip had to be cancelled. Stoneridge does not see this as due to a specific listed event. And have said in writing "as such, no benefits are payable for your claim. I think it is a scam and a disgrace. We are seniors -78 and 71 years old and how we spend our hard earned money is very important to us.What recourse do we have to their decision. We have lost $455.18 in ticket costs.Stonebridge also indicated that we may have a credit with AirTran. If this is the case, we will never be able to take advantage of the credit because of our inconsistence in air travel at out age.I think this is an unworthy, company that puts the stakes so high on reimbursement, once you purchase their insurance, that you will never be reimbursed. Isn't that what protective/reimbursement insurance meant to be?Based on our experience, we do not recommend Stonebridge Travel Protection to any travelers.By way of this complaint, we are requesting a settlement for our tickets in the amount of $455.18.

Desired Settlement: Reimbursement of two round trip tickets in the amount of $455.18.

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that was purchased. We are in
receipt of your email dated February 11 , 2013, notifying us of the complaint filed by Mr. and
Mrs. **********.
Mr. and Mrs. ********** booked airline tickets and purchased the travel insurance plan
through AirTran Airways on December 28, 2012. At that time we emailed a copy of the Policy
Confirmation Letter and Description of Coverage, outlining the plan's coverage and coverage
restrictions, to them. The Policy Confirmation Letter explained that they had a 1 0-day free look
period to review the policy and determine if it met their needs. After this 1 0-day period, the
insurance cost is non-refundable and it is presumed that the terms of the policy have been
accepted.
Mrs. ********** contacted us for trip cancellation claim forms on January 22, 20 13. She
indicated that they would be unable to travel to Florida because of a family member's medical
condition . She called us on January 28, 201 3, to inform us that she would not be providing the
Patient Authorization Form in regard to her family member's illness. The claim form was
received on January 29, 2013. The reason given for the trip cancellation was that the family
would not be available to host their visit to Florida.
The policy provides trip cancellation benefits only for the reasons specifically listed in the travel
insurance plan. When certain requirements are met, benefits are available for a cancellation
due to the illness of a Family Member. However, Mr. and Mrs. ********** did not submit a
claim for this reason . The reason for their trip cancellation is not one of the listed events that
would allow payment for their claim.
We regret that we are unable to provide benefits for this claim. We must adhere to the policy's
terms and conditions when processing all claims.

If you have any questions, please feel free to contact us at (800) 876-6903.
Sincerely,
***** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought flight insurance for an Airtran flight. New daughter-in-laws father passed away. Stonebridge/CSA Travel Protection would not pay claiming 'not family'. I disagree...my son's name was in the obituary. I needed to be there. Had one day to change and reschedule travel plans. Didn't have time or the eyesight to read the 'fine print' to see if I was covered. If you didn't know, Stonebridge only cover's the change fee for an airline. BIg deal. $75. Insurance on a $200 flight was $15. Bought in in good faith. But my friend is also out money. I'm fighting. We will NOT buy insurance again. I figure in the five years we have been making this trip, insurance cost us $75. So if our plans are interrupted once in five years, we'll take the hit for the change fee...cost? $75. WILL NOT BUY STONEBRIDGE/CSA TRAVEL PROTECTION AGAIN! They will find a way NOT TO PAY!

Desired Settlement: $230. 2 travelers. We each bought insurance. We each want to be reimburse for the $75 change fee with ******* Airlines plus the added expense to rebook tickets for the following weekend. We each spent $115 extra to rebook.

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as the
administrator of the travel protection plan that was purchased. We are in receipt of your email dated January 18,
2013, notifying us of the complaint filed by Ms. *******.
Ms. ******** booked airline tickets through ******* Airways with scheduled travel dates of November 29, 2012 to
December 03, 2012. The travel insurance plan was purchased on July 13, 201 2. At that time a Policy Confirmation
Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to her.
This trip was canceled/rescheduled on November 28, 2012, due to the death of Ms. ********** son's father-in-law.
The plan provides benefits for Trip Cancellation due to the death of a Family Member, as defined by the policy. The
policy defines Family Member as "your or your Traveling Companion's dependent, spouse, child, spouse's child,
son/daughter-in-law, parent(s), sibling(s), brother/sister, grandparent(s), grandchild, step-brother/sister,
step-parent(s), parent(s)-in-law, brother/sister-in-law, aunt, uncle, niece, nephew, guardian, Domestic Partner,
Foster child, or Ward."
Ms. ********** son's father-in-law is not a defined family member under the policy and her son was not a traveling
companion. We understand that Ms. ******** wanted to be at the funeral service to support her son and his wife.
However, we are unable to provide benefits for this claim.
If you have any questions, please feel free to contact us at (800) 876-6903.

Sincerely,

***** ****
Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I bought this insurance to be covered in case something should happen.  I could not predict each and every incident that might occur that I would need to implement this insurance. I regarded this as 'in case of an emergency'.  So I bought into it.  I didn't know there was stipulations and WHO could die that I might need to attend the wake/funeral.  I honestly bought this in good faith, thinking I was covered.  I feel this is deceptive practice and they should state that in large letters that "WE DO NOT COVER EVERYONE"S DEATH THAT MIGHT BE IMPORTANT IN YOUR LIFE".

Not to mention, in their reply to the BBB, they state "The travel insurance plan was purchased on July 13, 201 2. At that time a Policy Confirmation

Letter and Description of Coverage, outlining the plan's coverage and coverage restrictions, were emailed to her."  AFTER I BOUGHT THE POLICY!!!

Also, when you read their coverage it says "son/daughter-in-law, parent(s)" which I took to mean son and daughter-in-law's parents.

DECEPTIVE, DECEPTIVE, DECEPTIVE!!!!  


Regards,

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

Business Response:

January 31, 2013
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as the
administrator of the travel protection plan that was purchased. We are in receipt of your email dated January 25,
201 3, asking us to respond to the additional documentation provided by Ms. ********.
Ms. ******** indicates that she did not know that there were any stipulations in the policy and thought she would
be covered in case of any emergency. The Policy Confirmation letter and Description of Coverage were sent to Ms.
******** when she purchased the policy.
The Confirmation Letter stated the following:
"Please review your policy documents carefully, and if you have any questions about your policy or need to make
changes please contact our Customer Service Department at (800) 876-6903. Your 1 0-day free look period expires
on Jul 23, 201 2. If you decide to cancel this policy by this date and you have not left for your covered trip or filed a
claim, simply contact us to request a full refund."
Ms. ******** had a 10-day free look period to review the policy and determine if it would meet her needs. She did
not contact us to cancel the plan during this time period, and it was then presumed that the policy's terms and
conditions were acceptable to her.
The father-in-law of Ms. ********'s son is not a Family Member as defined by the policy. Cancellation of the trip
due to the death of her son's father-in-law is not a covered reason that would allow payment of benefits. Our
decision in this matter remains unchanged.

If you have any questions, please feel free to contact us at (800) 876-6903.

Sincerely,

***** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased travel insurance with my vacation package a few months back. The couple that we were traveling with had to back out unexpectedly due to her Grandfather falling ill. They had to remove him from life support the day that we were supposed to be traveling. Due to this, we had to back out ofthe trip due to high costs that were unable to cover without the other couple. I called CSA and informed them the day before our travels...as well as the cabin that were had reserved. I was sent a request on 12/26 for a copy of the death record. I responded to CSA telling them I would provide any information including an obituary...but not a death certificate. I am in no way going to ask my grieving friend for her grandfathers death certificate. In fact, I never stated in my insurance claim that he passed away...only that he was removed from life support. Anyways, since I responded on 12/26, this company has discontinued all contact with me. I have called, and emailed multiple times. The only response I get is an automated response generated when you email their company...basically stating that they will respond soon. This company has breached their contract stating that claims are generated within 30 days of claim filing.

Desired Settlement: I want my original claim amount refunded to me. Their travel insurance covers any reason...so what is taking so long. This is absolutely ridiculous and terrible customer service. I will be sure to inform any forum I come across about this company's false business model.

Business Response:

CSA Travel Protection and Insurance Services represents General USA as the administrator of the travel
protection plan that was purchased. We are in receipt of your email dated January 14, 2013, notifying us of the
complaint filed by Mr. *****.
On December 01, 201 2, Mr. ***** booked a rental through Jackson Mountain Homes with scheduled travel dates
of December 07, 2012 to December 10, 2012. The trip was canceled on December 06, 2012 due to the illness of
their traveling companions' family member. Mr. ***** contacted us and was sent claim forms on December 06,
201 2.
We received claim documents from Mr. ***** on December 18, 2012. We sent him an email on December 19,
2012, acknowledging receipt of the claim. On December 26, 2012, we sent Mr. ***** a letter asking him to
confirm his address and to provide us with a copy of the death certificate to substantiate his claim. He responded
that he would provide us with a copy of the obituary. On January 03, 20 13, we received an email from Mr. *****
confirming his address. He emailed us a request for claim status on January 13, 2013. We sent him a letter on
January 14, 201 3, requesting a copy of the obituary that he said would be provided.
The policy purchased is not a cancel for any reason plan. Therefore, we require documentation to confirm the
reason for cancellation is one of the events covered by the plan. Our records do not show any unanswered
telephone calls from Mr. *****.
A copy of the obituary has been provided to us, and the claim has been finalized. Payment for $423.00 should be
mailed out next week.
If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

***** ****
Claims Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance 8/2012 for a cruise for 9/17/12 for my husband and myself. Three days prior to the trip my husband, a highly decorated Viet Nam Vet (Marine) had an exacerbation of his PTSD for which he was hospitslized for 2 1/2 months. I filed a claim for reimbursement of the $555.00 cost of the cruise whith CSA. They denied the claim stating that is said in the fine print that they do not cover "nervous disorders." PTSD is a psychiatric illness, not a "nervous disorder" and is as serious as any physical medical condition. Can you please help me? My policy number is **********-**. Thank you.

Desired Settlement: I think CSA should honor the policy and reimburse $5554.00 to me.

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as
the administrator of the travel protection plan that was purchased. We are in receipt of your email dated
January 04, 2013, notifying us of the complaint filed by Ms. ********.
Ms. ******** booked a cruise with scheduled travel dates of September 17, 2012 to October 04, 2012.
Final payment was made for the cruise on July 04, 2012. The travel insurance plan was purchased on
August 17, 2012. At that time a Policy Confirmation Letter and Description of Coverage, outlining the
plan's coverage and coverage restrictions, were emailed to her.
The trip was canceled on September 07, 2012, due to the illness of ******* ********. The Physician's
Statement provided showed a diagnosis of chronic Post Traumatic Stress Disorder, with an lCD code of
309.81. This International Statistical Classification of Diseases and Related Health Problems (lCD) code
is classified as a Mental Disorder.
The policy provides Trip Cancellation benefits for an illness subject to the plan's terms and conditions.
Under the heading General Plan Exclusions it states, "The following exclusions apply to all coverages:
We will not pay for any loss under the plan caused by, or resulting from ... mental, nervous, or
psychological disorders".
Regretfully, as the il lness that caused the cancellation is specifically excluded from coverage, we are
unable to provide benefits for this claim. If you have any questions, please feel free to contact us at (800)
541-3522.

***** ****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did not receive a Description of Coverage from the seller or the company. Diabetes is a chronic condition, but if one is hospitalized for it, the claim would have been paid. My husband had an acute exacerbation of PTSD and was hospitalized. As a decorated disabled veteran it is incomprehensible to me that such a medical condition should be excluded from coverage. This is discrimination.

Regards,

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

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as the
administrator of the travel protection plan that was purchased. We are in receipt of your email dated January 16,
2013, with additional information provided by Ms. ******** in regard to the denial of her claim.
Ms. ******** indicates that she did not receive the Description of Coverage that we sent to her. Our records
show that we emailed the documents to the address provided, ********@yahoo.com, when the policy was
purchased online on August 17, 2012.
The policy does provides Trip Cancellation benefits for a medical illness when certain requirements are met. The
Sickness must commence while the coverage is in effect under the plan; requires the examination and treatment
by a Physician, in person, at the time the Covered Trip is canceled; and in the written opinion of the treating
Physician, be so disabling as to prevent the insured from taking the Covered Trip.
However, there are policy exclusions that apply to all coverages. In this case, the illness that caused the
cancellation is classified as a mental disorder. Any loss caused by or resulting from a mental disorder is excluded
from coverage.
We must adhere to the terms and conditions set forth in the policy to remain fair and consistent in our claims
handling. Unfortunately, we are unable to change our coverage determination.
If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

***** ****
Claims Specialist

Consumer Response: Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is pure descrimination. I thank the BBB for its assistance in this futile effort.

Regards,

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

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

1/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased airplane tickets from ******* Airways on July 3, 2012 to travel to AZ around Christmastime (5.5 months in advance). When I was purchasing them on-line, it asked if I wanted insurance "in case anything should happen." No where at that time did it mention the stipulations involved with the insurance. I mainly purchased it because we were planning on staying with my mom but she can be very immature if a disagreement arises so I wanted to be covered "in case anything should happen." Well, sadly, an issue arose from my mom and we were not able to stay with her nor did we have money for a hotel. I filed a claim in which they denied it because "not having a place to stay is not a valid reason under their policy." Well, I had overlooked their policy (an attachment in an email) they sent to me AFTER I paid for their insurance. It was not a valid reason, but I was not given the stipulations ahead of time. They wouldn't even allow me to change my trip to another time or location. Their customer service is so dull. The people keep repeating themselves and no one seems to have a heart which is something people should have if they are going to work customer service. Regardless, I was not informed ahead of time about the specifics of their insurance when I purchased it. I need my $850.40 back for my two airplane tickets or I need to travel at a later date or to another location using this money effectively (purchasing hotel as well if extra money is left over after I choose what route and airline I go through. Afterall, it is my money. After looking on here, it looks like I'm not alone. This company is a scam artist and doesn't seem to think about their customers.

Desired Settlement: I need the amount of $850.40 refunded to me immediately. I will never go through them again. I am open to the money going to another trip as well as stated above but only on my stipulations because it is my money.

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as
the administrator of the travel protection plan that was purchased. We are in receipt of your email dated
January 03, 2013, notifying us of the complaint filed by Ms. ******* ******.

Ms. ****** purchased tickets through ******* Airways for scheduled travel dates of December 24, 2012
to December 31, 2012. The travel protection plan was purchased on July 03, 2012. Our records show
that at that time we emailed a Policy Confirmation Letter and Description of Coverage, outlining the
plan's coverage and coverage restrictions, to Ms. ******.

According to the information provided with her claim form, Ms. ****** was scheduled to trave l to Arizona
to visit with her family. Due to some type of family disagreement, she was unable to stay with her family
as planned and could not afford to rent a hotel room. The trip was canceled and Ms. ****** submitted a
claim to us for the cost of the airline tickets.

The plan purchased provides Trip Cancellation benefits if the trip has to be canceled due to one of the
covered events listed in the policy. The reasons that Ms. ****** canceled her trip are not ones that would
allow payment of benefits under her policy. Therefore, we must reaffirm our decision and deny benefits
for this claim. Ms. ****** may want to contact ******* Airways to see if there is any credit for future travel
available in regard to the airline tickets purchased.

If you have any questions, please feel free to contact us at (800) 876-6903.

***** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was scheduled for a trip for Istanbul, Turkey and there was a miscommunication regarding the flight time. I was told that I missed my flight because the time for the flight was different from what the agent viewed on her computer. I was sent to a service agent who informed that all other flights were booked, even ones forthe following day, mainly December 19, 2012. My flight was scheduled for 12.18.12. I was told that with the purchased of flight insurance I could not get a refund because I didn't show up for the flight which is a blatant lie. I need someone to support and help me to resolve this matter. I am on a fixed income and do not have $2,265.00 dollars to throw away due to miscommunication of information.Thank You;***** *** ******

Desired Settlement: I want the full amount of the cost of the flight and insurance purchased (226.00),as well as, car fare to and from the airport totaling $120.00. The fees for a yellow cab in New York can be veerify by the company.

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that was purchased. We are in
receipt of your email dated December 20, 2012, notifying us of the complaint filed by Ms. ***
******.
We are unable respond to Ms. *** ******** complaint at this time. We have not yet been
provided with her claim documentation and proof of loss for review and adjudication. Upon
receipt of the documentation, we will process her claim based on the policy's terms and
conditions.
If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

***** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: dear ***** booked 4 nights at beach sat sept 1 2012 with access realty ***** ** *** ** **** city ** ***** for sat 29 thru weds oct 3. i paid my non refundable fee for csa insurance never thinking i would use it.the realty co. picked csa. i did not. while packing on thurs eve/friday got sick vomiting/vertigo.i would have been traveling alone 3 hours to a place i had never been. needless to say first i was too sick to drive there nor would i having been dizzy the day before. i did not need a doctor since i had no fever no major symptoms. vomiting/vertigo on friday. diarrhea on sat eve and sunday. better by monday. just a 2 day flu bug that all of us get now and then. for me this was a letdown of epic proportions. had not been to the beach in at least 15 years and this trip was everything to me. i live on ss and had to borrow the money. i tried to get the realty co to keep my money until spring and let me go then. they said they could not because the rates might change. dont get that cause i could pay difference and they offered end of oct which is too late for me to enjoy the beach without warmth. so i was left with csa. i NEVER received a copy of their policy with what they will and will not pay. all this is foreign to me.when i got their claim package with one page saying i needed a doctors note for being sick i did not know what to do. i made a doctors appt. explained my symptoms to doctor especially the vertigo (main factor for not driving)and he put his diagnosis down and signed their form. i was told that this was not valid because i had told him what to say. i explained that i did not need a doctor at all - simply sick enough not to drive but went on to doctor to fulfill their contract. they say because i did not go in appropriate time my refund is denied. i did not know of this because i had no policy rules from them to go by. the date of doctor is on the honest day i went. would have gone earlier if i had known even though a doctor was not needed.

Desired Settlement: just want my refund which i will hold until spring 13 when i can hopefully finally get to beach.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

i have read their response. i have looked and did not find a copy of their policy until i  received the packet they sent saying i needed the doctors note. as before noted to them i did NOT need to see a doctor in the first place. most of us do not go to the doctor for a weekend bug. which is why i did not go at time of illness. csa is coming at this from the point i am lying. as i am not lying do i have no recourse. i paid for insurance in case something went wrong. have never done this before. did not know i would be accused of lying and needed to jump through hoops to prove not. they wanted a doctors note and i got one. i did not get one at time of illness because i did not need a doctor. i had throwing up /diarrhea that very wknd which is not condusive to traveling by myself.

since i am not lying there has to be a recourse. my mother lives with me. would that help? also i do not think it professional to tell a client that they "have no proof" of my sickness hence i am a liar. everytime i talked with them it was them proving i am lying and me explaining i am not. the first guy stopped returning my calls. his supervisor who claims i am lying said she was just running around circles with me. i have not been treated courteously at all. hence your bbb.

on my behalf before they accuse me of lying i had not been to the beach for at least 15 years - dream trip - horrendous price - on small social security - borrowed the 1400 with interest. would a person suddenly lie to miss this trip if they werent really sick knowing losing 1400. losing this money is life altering for me. but mostly your bbb part is due to the fact they are calling me a liar because i have not met their criteria which did not apply to me in this case. i would have been traveling alone 3 hours to a place i had never been which was doable for me  if i was well not with a weekend bug.

thank you

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that you se lected. We are in receipt
of your email dated November 26, 2012, notifying us of the rejection of our response to the
complaint filed by Ms. ********.

Ms. ******** made a reservation with Access Realty for her trip and the travel protection plan on
September 1, 2012. Mrs. ******** states that she did not receive a copy of the policy and did not
know what was required until she received the claim forms. As we previously advised, we
confirmed with Access Realty that a link was emailed to *************@hotmail.com along with
the rental documents and a copy of the Description of Coverage was also mailed to her. The
Description of Coverage outlines the plan's coverage and coverage requirements.

Ms. ******** indicates that she did not need to see the doctor because she had a weekend bug
and feels we are accusing her of being a liar. As we have previously advised, the protection
plan has certain requirements that must be meet in order for coverage to apply. Ms. ******** did
not see her doctor in person at the time of her cancellation on September 29, 2012 as required
by the plan and we are therefore unable to verify that a sickness occurred at the time of her
cancellation. In order to be consistent we must adjudicate each claim based on the policy
requirements and cannot make exceptions to those requirements. Unfortunately, we are unable
to revise our determination that no benefits are payable for her claim.

If you have any questions, please feel free to contact us at (800) 541-3522, by email at
claims@csatravelprotection.com or by FAX at (877) 300-8670. Please ensure the claim number
is included with your response.

*** ***** ****
Claims Department Supervisor

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am still rejecting the opinion of CSA Travel in their contract package I circled where they even said a doctors note may not be used anyway. Also they could call to see when I called the realty to confirm sickness the day before the trip.

Regards,

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

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

12/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased insurance (11/16/12) for recent trip was informed that I was covered if anything was to happen before or during my trip I was covered. Had car trouble the day before trip (11/22/12) and was not able to take the trip called csa (11/22/12-11/26/12) was only informed to file a claim and submit it. Was denied claim (12/4/12) benefits because it didn't fall under covered benefits called and was informed of a ten day refund if I was not satisfied asked for refund and was denied because it was past the ten days but the chain of events happened within the ten days and was never informed by their staff or personnel that I was not covered under the benefits therefore if I had I would have requested a refund (11/22/12) instead of filing a claim. So it puts me at a lost for the trip I didn't take and the insurance that does me no good. Their staff or personnel should have some knowledge of the claim benefits to better inform people so this won't happen again to anyone else

Desired Settlement: I would like a refund of the premium paid since everything was done within the ten day period and if their staff or personnel was more knowledgeable would have requested a refund on (11/22/12) instead of filing a claim so that they could keep my money

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that was purchased. We received
your email dated December 06, 2012, notifying us of the complaint filed by Mr. *****.

Mr. ***** was requesting a return of his premium. This refund has been approved and is
currently being processed.

If you have any questions, please feel free to contact me at (858) 810-2114.

Sincerely,

***** ****
Sr. Technical Claims Specialist

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took a insuarace policy out to protection my Vacation. I was sick and unable to go and when filed my claim they refused to pay.

Desired Settlement: My claim value

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as the
administrator of the travel protection plan that was purchased. We received your email dated November 02, 2012,
notifying us of the complaint filed by Mr. ***** *****.

Mr. ***** booked a tour to Ireland with scheduled travel dates of September 29, 2012 to October 09, 2012. The
travel insurance plan was purchased on March 01, 2012. At that time a confirmation letter and Description of
Coverage, outlining the plan's coverage and coverage restrictions, were emailed to him.

The trip was canceled at the beginning of September due to Mr. *****'s illness. He contacted our office several
times with questions about seeing a doctor, canceling with the travel agent, procedures if his wife also canceled
her trip, or if she traveled with a single supplement fee. Mr. ***** did not disclose the nature of his medical
condition. During each call, our customer service representative informed Mr. ***** that their discussion was not
guarantee of coverage and that all final determinations would be made by the claims department.

We received Mr. *****'s claim documents on October 15, 2012, and they were reviewed on October 22, 2012. At
that time it was determined that the medical condition that caused Mr. ***** to cancel his trip was a listed
coverage exclusion. A denial of benefits letter was sent to Mr. ***** because any loss caused by or resulting from
a mental, nervous, or psychological disorder is specifically excluded from coverage.

Mr. ***** has been in contact with our claims manager and operations executive regarding his claim denial and
the denial has been upheld. There are no benefits payable for this claim.
If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

Chris Metz
Sr. Technical Claims Specialist.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****

The company failed to tell you that I called 3 times to talk to a company rep  to make sure my claim would not have a problem. All 3 times nothing was said about there exclusion or even suggest there were any. All they would have had to say is there are exclusion or please check your contract for them. So my decision was based on their lack of information. There for I am claiming a Bad Faith agreement. The only reason I called them was to make sure I was covered and the rep said I was and gave me no reason to think anything else.

Business Response:

Dear Ms. ******:

November 07, 2012

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that was purchased. We are in
receipt of your email dated November 06, 2012, notifying us of the additional information
provided by Mr. *****.

Mr. ***** contacted our office several times regarding his claim. He was informed that all
discussions were not a guarantee of coverage, and that the final determination would be made
by the claims department once his claim documents had been submitted. If Mr. ***** would
have disclosed the nature of his illness, the customer service representative would have
advised him of the listed exclusion.

Mr. ***** was provided with a Description of Coverage at the time of the insurance purchase.
This document listed the exclusions that would apply to all coverages. The trip was canceled
due to a listed exclusion and we must adhere to the terms and conditions set forth in the policy.
As such, no benefits can be paid for this claim.

If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

***** ****
Sr. Technical Claims Specialist

cc: Stonebridge Casualty Insurance Company
***** ******** I Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****

When speaking to your Rep (3 times) and ask about my medical claim, I was told that If I went to a doctors and had a doctor tell me I was unable to travel that was all I needed to file my claim. During these discussions nothing was said about exclusion and they should have been. So my decision was based on lack of information . Your reps had plenty of time to give me the proper info but didn't.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over Labor Day weekend 2012, I was scheduled to fly to and from New Orleans for a professional conference. Since New Orleans is famously hurricane-prone, I made the uncharacteristic decision to purchase a travel insurance rider on both my incoming and outgoing flights, the latter via AirTran, in the amount of $176.59. My decision was fortuitous: Hurricane Isaac struck New Orleans over labor day weekend. My conference was cancelled, as was my incoming flight to New Orleans from Milwaukee. New Orleans was placed under an official non-mandatory evacuation advisement. I had no option but to cancel my AirTran flight from New Orleans on September 2nd, 2012 (since, unlike my incoming carrier, they didn't cancel my flight preemptively). Due to the natural disaster in New Orleans, there was no possible way for me to make my AirTran flight even had it been safe or reasonable to do so--which it wasn't, given that New Orleans was still under evacuation advisories and flooding conditions on September 2nd. After canceling my non-refundable AirTran flight, I immediately filed a claim with CSA Travel Protection to recover my ticket costs. Twice CSA denied my claim on spurious grounds. First, CSA claimed that, since AirTran didn't actually cancel my flight, I was ineligible for reimbursement. After convincing CSA that this assertion was not a legitimate grounds for dismissal according to my policy, CSA asserted that a "voluntary evacuation order" is not the same as an "official non-mandatory evacuation advisement." This, frankly, is hogwash. To pretend that Isaac did not constitute a natural disaster under the language of the policy is absurd. Upon inquiries, CSA was entirely unable to justify their denial of my claim (I should add that, when I called CSA, I was subjected to somewhat rude customer service by claims agents who were not even familiar with the language of their own policies).In short, under the clear language of my policy, I am due compensation for my lost ticket costs.

Desired Settlement: Despite two frustrating denials, I am entitled to compensation from CSA in the full amount of my claim: $176.59.Even if CSA Travel Protection does settle this claim in accordance with my desires, I will still never purchase their products in the future, and I will encourage others (including AirTran itself!) to avoid their policies. There is no excuse for denying clear, straightforward claims. Nonetheless, a satisfactory settlement will demonstrate that they maintain some modicum of integrity.

Business Response:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as the administrator of the travel protection plan that was purchased. We received

your email dated October 14, 2012, notifying us of the complaint filed by Mr. *********.

 

Mr. ********* purchased a ticket through AirTran Airways for a one-way flight from New Orleans

to Milwaukee scheduled for September 02, 2012. The travel insurance plan was purchased on

July 05, 2012. At that time a confirmation letter and copy of the policy, outlining the plan's

coverage and coverage restrictions, were emailed to Mr. *********.

 

Mr. ********* indicates that his flight from Milwaukee to New Orleans, and the conference he

was to attend, were both canceled due to Hurricane Isaac. He then contacted AirTran Airways

to cancel his September 02, 2012 flight, and filed a claim with us for $176.59, which is the ticket

cost of $161.60 and the $14.99 non-refundable insurance cost.

 

We have verified with AirTran Airways that Mr. *********'s flight on September 02, 2012 from

New Orleans to Milwaukee traveled as scheduled. Mr. ********* has a credit of $86.60 for

future travel on AirTran Airways in regard to the booking that he canceled. The credit expires on

July 05, 2013.

 

The protection plan purchased provides Trip Cancellation benefits only for the specific covered

events listed in the policy. Coverage is available for "arrangements canceled by an

airline ... resulting from inclement weather, mechanical breakdown of the aircraft.. .or organized

labor strikes that affect public transportation". In this situation, Mr. *********'s flight with AirTran

Airways was not canceled by the airline due to bad weather, mechanical breakdown, or a labor

strike. The plane traveled as scheduled without issue.

Benefits are also available due to "mandatory evacuation or public official evacuation

advisements where there is no mandatory evacuation issued by local government authorities at

your destination due to adverse weather or natural disaster. In order to cancel or interrupt your

Covered Trip, you must have 4 days or 50% of your total Covered Trip length or less remaining

on your Covered Trip at the time the mandatory evacuation ends".

 

There was no mandatory evacuation order in New Orleans, or in Mr. *********'s Wisconsin

destination for this AirTran Airways flight. Regretfully, we are unable to provide benefits for this

claim. Mr. ********* should contact AirTran Airways directly regarding his credit for future travel.

If you have any questions, please feel free to contact us at (800) 876-6903.

Sincerely,

***** ****

Sr. Technical Claims Specialist

Cc: Stonebridge Casualty Insurance Company

***** ********/Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In order to justify rejecting my claim (again), CSA's Claims Specialist asserts that there was no evacuation order [or non-mandatory evacuation advisement] in effect on September 2nd in New Orleans.  This is false. In the original claim I filed, I provided documentation demonstrating that New Orleans, Orleans Parish, and several surrounding parishes were, in fact, under non-mandatory evacuation advisements due to winds and flooding as a result of Hurricane Isaac, by order of both the mayor of New Orleans and the governor of Louisiana. CSA is welcome to contact relevant state and municipal officials in New Orleans if the documentation I provided was not sufficient (however, even a simple Google search will verify the conditions of my claim). It is as a direct result of these weather conditions that I was unable to make it to the airport safely for my flight, regardless of whether AirTran was operating normally. According to the language and structure of the policy, it is my (the passenger's/the insured's) prerogative to cancel a flight due to a verified natural disaster and still be entitled to compensation for my losses. I would encourage CSA--indeed, I expect nothing less than for a company of CSA's caliber-to reexamine the language of the policy and its demonstrably false assertion that New Orleans was not under non-mandatory evacuation advisements. 

Please make a better effort to rectify my complaint. While I am striving to keep my communications strictly professional, I must remind CSA that repeating false claims does not make those claims true. Repeatedly, multiple CSA claims agents have suggested a) that AirTran must have cancelled my flight for me to be eligible for compensation and b) that New Orleans was not suffering from a natural disaster at the time of my claim.  As the clear language of my policy and documentation demonstrates, both assertions are, at best, disingenuous and, at worst, deliberately deceptive and a breach of the contractual services for which I paid. Such willful deception is deeply frustrating and demeaning, and will be encountered by an escalation of this complaint to relevant government agencies if continued.

Moreover, advising me to contact AirTran regarding my complaint is no less than insulting.  I would not have gone to the trouble--and CSA does make it troublesome!--to file an insurance claim without first having (unsuccessfully) requested a refund from AirTran; fortunately for AirTran, the clear contractual terms under which I purchased my plane ticket did not provide for reimbursement under the circumstances at hand.  The policy I purchased in good faith from CSA, however, does--otherwise, it should be obvious, I would not have purchased it.

Regards,

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

Business Response:

Dear Ms. ******:

**** ********* *****
San Diego, CA *****
Phone: ***** ********
Fax: ***** ********
October 26, 2012

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as the
administrator of the travel protection plan that was purchased. We are in receipt of your email dated October 17,
2012, with the additional information provided by Mr. *********.

Mr. ********* did provide documentation to us showing that the governor of Louisiana recommended voluntary
evacuations in some areas of the state. The government authorities of the state of Louisiana do issue mandatory
evacuation orders when necessary. On September 02, 2012, there was no mandatory evacuation order in place for
New Orleans due to Hurricane Isaac.

The denial of this claim is based on the policy language that states we will provide benefits due to a "mandatory
evacuation" at the destination. Coverage is also available if the airline cancels a flight due to inclement weather. In
this instance, the airline did not cancel the flight and the plane traveled as scheduled.

Although benefits are not payable for this claim based on the policy language, in order to resolve this matter we will
provide payment for the claim. At this time we will issue a check for $75.00 in partial payment of the claim. This
represents payment of the cancellation fee associated with the AirTran Airways arrangements.

The policy purchased provides reimbursement for forfeited payments or deposits made towards the Covered Trip.
AirTran Airways has advised us that the airline ticket(s) have a future use value of $86.60 which will not expire until
07/05/13. We will contact AirTran Airways when the ticket(s) expire. If the credit has not been used or changed for
future travel, we will issue Mr. ********* a check for the listed amount. If the fu ll credit has been used, we will close
the file.

If you have any questions, please feel free to contact us at ***** ********.

Sincerely,

***** ****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ********* 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My CSA covered Florida Vacation was canceled because of a hurricane. I filled my claim on 09/04/2012. First, I wasn't given a full refund of my trip because my check in date was 08/26/2012, the order to evacuate for the hurricane came out the same day effective by 8:00am the next morning. Although we hadn't checked in yet when the evacuation order came, CSA said we should have gone ahead into the evacuation area (I guess by running the sheriff's patrol cars over) and checked in. So I was docked one night from my refund. Fine, then they proceed to send my refund check to two addresses that weren't indicated as my claim. Once they finally located the check,they had to stop payment on it, cut another check and send it to the correct address. I received the check on 10/13/2012. I go to the bank to deposit the check and neither Wells Fargo nor USAA Federal Savings Bank would accept the check because the routing# and account# were incorrectly printed. The Wells Fargo branch manager starts questioning me like I'm trying to pass a counterfeit check. I leave the bank and call CSA again, get a claims supervisor and explained the issue with the check because at this point I', starting to feel like I'm being defrauded. Now apparently there is some type of IT problem since the checks are electronically printed. There has been every excuse given for not properly processing this claim and refunding me the money I paid for this trip. This has been the worse experience of my life. The original vacation rental company screwed up our reservations in the first place, a hurricane hits, and the travel insurance I purchased to cover this possibility is doing everything they can not to refund my money.

Desired Settlement: I would like a full refund of my trip cost including the night that was debited. They could at least get me the money for the partial refund I'm owed even by their admission. I don't want to go through the check in the mail process anymore, because they will probably send me another incorrect check. It took them 30 seconds to debit my account electronically to pay them. They can take 30 seconds and electronically post it back to my account.

Business Response:

Dear Ms. ******:

 

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as

the administrator of the travel protection plan that was purchased. We are in receipt of your email dated

October 16, 2012, notifying us of the complaint filed by Ms. ***** *******.

 

Ms. ******* canceled her trip to Florida due to Hurricane Isaac. We received her claim documents on

September 05, 2012. The mandatory evacuation order for St. George Island went into effect on August

27, 201 2. On September 14, 2012, we mailed a benefit check to Ms. ******* for the four nights missed at

the rental property due to the mandatory evacuation order. This check was mailed to the address listed

on Ms. *******'s claim form.

 

Ms. ******* notified us on October 02, 2012 that she had changed locations and would like the check

resent to her post office box. The check was returned to us by the post office on October 09, 2012. On

October 10, 201 2, we mailed the check to the post office box address.

 

On October 15, 2012, Ms. *** ** ** called us stating that two banks had refused to cash the check. We

obtained the information necessary to wire transfer the funds to her. This was completed on October 16,

2012. It is unclear why the banks would not cash the check. We apologize for any inconvenience this

has caused.

 

If you have any questions, please feel free to contact us at (800) 541-3522.

 

Sincerely,

***** ****

Sr. Technical Claims Specialist

Cc: Stonebridge Casualty Insurance Company

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used ************ to rent a house in Redding, CA as the representative for a group of women from the Oakland/San Francisco area. The house was to be rented as the site for a birthday celebration for one of the group. The original dates in September were agreed upon with the house owner and I paid him through ****'s payment plan, where the rental payment is sent to **** rather than directly to the house owner. Because some of our members are in poor health, and all of us are busy, I also purchased the rental insurance and the accidental damage insurance. I received a copy of the policy only AFTER I paid the premium. 2 days after sending the payment, one of our members was informed that her doctor was scheduling surgery during the proposed dates of our trip. I got in contact with the house owner, and proposed some other dates, but his house was not available. I called CSA, filled out the application for cancelling the trip and waited. I gave the reason for cancellation as,"not all of us were available", which was true. I didn't feel comfortable discussing someone else's medical condition with them.Then, I waited. For more than a week. No response. I called them today, 9/13/12 and was informed that a Ms. ***** ***** was my adjuster, that she was reviewing my claim and that she'd get back to me.When I got home this evening, I found a letter from CSA denying my claim. This is a payment of nearly $900. The house owner has stated that he has not recieved the money. There has been no actual transaction or transmittal of services. No one has been paid but CSA. I have read the so-called, terms of the CSA agreement, and please do remember that I was not allowed to examine it before paying, and I can't find any circumstances in which they actually would pay a claim. Though the language in their sign-up form clearly leads you to believe there are.

Desired Settlement: I believe that CSA's advertising practices are deceptive.I believe that, based on their policy language, CSA has no intention of paying any claim for a tenant.I believe that they should return my $897, because the cancellation was due to a unforseen medical procedure. (Yes, I can prove this). I believe that the CSA office lied to me when they said my claim was being processed and, as previously stated, had no intention of allowing any claim by a tenant, ever.I want my money back.

Business Response:

Dear Ms. ******:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance

Company as the administrator of the travel protection plan that was purchased. We are in

receipt of your email dated September 15, 2012, notifying us of the complaint filed by Ms.

********.

Ms. ******** purchased her travel insurance plan on August 25, 2012. At that time she was

provided with a policy confirmation letter and Description of Coverage, outlining the plan's

coverage and coverage restrictions. The Description of Coverage listed fifteen (15) different

reasons that would allow payment of Pre-Departure Trip Cancellation benefits. The confirmation

letter and Description of Coverage also encouraged Ms. ******** to review the plan to

determine if it would meet her needs. If not, she had a 1 0-day free look period to cancel the

policy for a full premium refund .

We received a claim form from Ms. ******** stating that too many members of their group

were unavailable for the original travel dates to make the trip feasible. No other documentation

or reasons were given for the cancellation of the trip. Based on the reason given for canceling

the trip, the claim was denied. The policy does not provide coverage if too many members of

the group are unavailable to travel.

Ms. ******** has indicated in her complaint that one of the travelers was ill and would require

surgery during the scheduled travel dates. In order to consider the claim for this reason, we

require additional documentation including a completed Patient Authorization form and proof of

payment for the trip.

If you have any questions, please feel free to contact us at (800) 541-3522.

***** ******** I Claims Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased traveler's insurance through CSA Travel Protection when I reserved a condo for Labor Day weekend - specifically Aug 30-Sept 3, 2012. Hurricane Isaac caused mandatory evacuation of Perdido Key, FL where we were supposed to be staying. We cancelled on Aug 28th and submitted a claim on Aug 30th to be reimbursed for our rental fee. We had no way of knowing how long the mandatory evacuation would last; a decision needed to be made.The mandatory evacuation for Perdido Key ended up being only for Aug 28 & 29. CSA says that they will not refund us because our dates for the rental started Aug. 30th.We live just outside of Memphis, Tennessee and we would have had to travel to Perdido Key through the Hurricane as it slowly made it's way north from the Gulf Coast. Obviously that would have been dangerous for many reasons; the rain from Isaac was torrential and there was flooding, power outages, etc. Not to mention no way of knowing what kind of damage Perdido Key had gotten or might get as time/days wore on. Mandatory evacuation doesn't mean that when it ends conditions are great. They're not and it can be extremely dangerous. We know that and felt it was necessary for our safety to cancel.

Desired Settlement: In my claim I requested a refund of the 4 night rental fee, $560.00; I would also like a refund of the cleaning fee ($110.00), service fee ($55.00) and tax ($83.38) bringing my refund to $808.38.Thank you for your help with this.******** *******

Business Response:

Dear Ms. ******:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as

the administrator of the travel protection plan that was purchased. We received your email dated

September 13, 2012, notifying us of the complaint filed by Ms. ******** *******.

Ms. ******* booked a rental through Southern Vacation Rentals to Perdido Key, Florida, with scheduled

travel dates of August 30, 2012 to September 03, 2012. She canceled the trip on August 28, 2012, due

to Hurricane Isaac.

The policy purchased provides coverage for trip cancellation due to a mandatory evacuation ordered by

local authorities. The information we have indicates the mandatory evacuation order for Perdido Key was

issued on August 27, 2012, and was lifted on August 29, 2012. Unfortunately, there was no mandatory

evacuation in place for the Perdido Key area for Ms. *******'s travel dates. As such, we are unable to

provide benefits for her loss, as there was no mandatory evacuation in place for her travel dates and

destination.

We did inform Ms. ******* that the policy provides benefits if there was an interruption of road services

that prevented her from arriving at her destination. If this was the case, we have requested that she

supply documentation supporting this for review.

If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely, ***** ****

Sr. Technical Claim Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Sat., June 30, about 6:00p, our family arrived at what was to be our beach vacation. The next morning, July 1, we woke to no water available in the entire condo complex. About mid-morning the water was restored causing our toddler grandsons' bedroom to flood from the condo above. We spent the rest of the day trying to resolve the problem with the wet bedding, carpet, etc. Eventhough we were promised compensation from the condo management firm, ****** Real Estate, we did not receive any. Not only that, but they refused to return our repeated calls. We have since filed a dispute on our final payment with American Express to resolve this issue. This issue has NOTHING to do with my contractual agrrement with CSA TRAVEL PROTECTION. I ONLY mention this issue because CSA is using this issue to stall our travel protection payment. Our issue with CSA is the following: Late afternoon on July 1, my wife broke her ankle severely at the condo pool. We went to the emergency room that night. We returned for home the next morning. Surgery was performed on July 5 and my wife, two months later, is still recovering, unable to walk yet from the break. We filed a claim with CSA Travel Protection, completing their forms and submitting all information and documentation requested. Our CSA claim representative says, they are refusing to settle our claim because of the Anerican Express dispute with ***** Real Estate. My wife asked to speak to a manager. She was directed to ***** ********, Claims supervisor's voice mail. In the voice mail, he stated that the call would be returned in 24 hours. That was several days ago and the call as NOT been returned. We feel that the flooding issue which occurred on the first day, and thus the AE dispute with ***** Rental has nothing to do with CSA's obligation to pay back the remainder of our vacation from the time we were forced to leave on the second day, July 2, due to my wife's broken ankle.

Desired Settlement: A premium was paid to CSA in good faith that they would be responsible in honoring their commitment. Our vacation was sadly interrupted from July 2 through what was to be the end, July 7, due to a serious accident. We want reimbursement for that portion of our vacation that was interrupted as CSA is obligated to pay.

Business Response:

Dear Ms. ******: 

CSA Travel Protection and Insurance Services represent Stonebridge Casualty Insurance Company as the administrator of the travel protection plan that was purchased. We received your email dated September 05, 2012, notifying us of the complaint filed by Mr. ******.

Mr. ****** booked a rental through Meyer Realty with scheduled travel dates of June 30, 2012 to July 07, 2012. Mrs. ****** fell and fractured her ankle on July 01, 2012. During our initial review of the claim, we were notified that the ******s had disputed the payment to Meyer Realty with their credit card company. This resulted in a delay of the claims process because we could not calculate the unused arrangements based on the rental payment. We have now confirmed that the dispute has been resolved. Payment for the five missed nights at the rental property is currently under payment review. This payment should be issued in the coming week.

Claims supervisor ***** ******** has spoken with Mrs. ****** regarding the claim. We apologize for the delay in returning her telephone call. 

If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely

***** ****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Unfortunately, the dispute referred to in CSA Travel Protection has not been resolved; therefore, this response from CSA Travel Protection is invalid. I would like a corrected response from CSA with a detailed description of how they will pay my trip interruption insurance and when. 

Regards,

***** ******




Business Response:

BBB OF SAN DIEGO
********* ******
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA  92123

Your File Number: *******
***** ******
Claim Number: ***********
Policy Number: **************
Travel Dates: June 30, 2012- July 07,2012


Dear Ms. ******:

CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as 
the administrator  of the travel protection plan that was purchased.  We are in receipt of your 
email dated September 10, 2012, with additional information provided by Mr. ******.

We were previously informed by Meyer Realty that the credit card dispute filed by Mr. ****** had 
been resolved. This information was incorrect. We have finalized the claim based on the undisputed 
portion of the trip cost paid. The claim can be reopened for continued processing once the dispute 
has been settled.

If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

***** ****
Sr. Technical Claims Specialist

cc: Stonebridge Casualty Insurance Company

***** ********/Claims Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My father-in-law went missing two weeks prior to our vacation to Destin, FL. He was traveling ~800 miles to see his family in Ohio. He is a diabetic type I and his body nor his truck has been found yet, therefore we are unable to produce a death certificate. CSA travelers protection states that unless they have a death certificate, no refund will be given. We have already spent over $10,000 in searching for our father not to mention the heartache and burden it has put on our families. We could really use the money from our cancelled vacation to help with the search efforts. I understand CSA's policy but i believe it is unjust and hope to have it changed so that another family who has a similar situation might receive better support and a refund. We have produced a police report and the ongoing investigation report but this does not follow their "policy".

Desired Settlement: I would like a full refund according to CSA's refund policy of our cancelled trip. I would also like to have their policy changed for future families who might encounter an unforeseen incident such as ours.

Business Response:

**** ****** / Your Number: *******
Claim Number: ********-**
Policy Number: ***** *****
 
Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as
the administrator of the travel protection plan that was purchased. We received your email dated August
15, 2012, notifying us of the complaint filed by Mr. ******.
 
Mr. ****** booked a rental through Ocean Reef Resorts with scheduled travel dates of August 12, 2012
to August 19, 2012. The trip was canceled on July 17, 2012, because Mr. ******'s father-in-law Randall
***** went missing. Mr. ****** indicates that he feels Mr. ***** is deceased.
 
The policy provides Trip Cancellation benefits if a trip is canceled due to one of the specific reasons
listed in the policy. As stated under the heading Pre-Departure Trip Cancellation, "We 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, your Family Member's, or Traveling Companion's Sickness, Injury,
or death that occurs before departure on your Covered Trip."
 
At this time, we have not received confirmation that Mr. ***** has passed away. The policy does not
provide benefits for a cancellation caused by a missing family member. Upon receipt of verification of Mr.
*****'s passing, the claim will be reopened for continued processing.
 
If you have any questions, please feel free to contact us at (800) 541-3522.
 
 
Sincerely,
 
***** ****
Sr. Technical Claims Specialist
 
cc: Stonebridge Casualty Insurance Company
Scott Crabtree / Claims Manager
MANL/********-01

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased cancellation protection insurance and was denied payment for cancellation of my trip. I purchased this protection with additional "cancel for any reason" rider. Had to cancel the trip because I got sick, doctor signed and confirmed I was unable to travel. I was denied insurance claim payment for the cost of my non-refundable ticket under a) cancelling in less than 48 hours before departure (this violated the benefits under "cancel for any reason") and b) not seeing my primary physician IN PERSON at the EXACT time of cancellation. The company is refusing to pay out on my trip cancellation that occurred due to unforeseen illness. The company is not performing what on the face of the contract they said they would.

Desired Settlement: I seek full claim payout or refund as this insurance has clearly failed to provide financial protection against trip cancellation that it was meant to provide.

Business Response:

Your Complaint ID Number: *******
Complainant: ***** ********
Claim Number: ********-**
Policy Number: **********
Travel Dates: May 24, 2**2 - June 05, 2**2
 
Dear Ms. Almond:
 
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that was purchased. We have
received your email dated July 31 , 2012, notifying us of the complaint filed by Ms. ********.
 
Ms. ******** purchased airline tickets through Lufthansa Airlines and the travel insurance plan
on April 28, 2012. At that time a confirmation letter and Description of Coverage, outlining the
plan's coverage and coverage restrictions, were sent to her. Ms. ******** requested trip
cancellation claim forms stating she had to work, and she would file a claim under the plan's
Cancel For Any Reason coverage.
 
The Optional Cancel For Any Reason Benefit provides benefits when certain requirements are
met: "If you purchased the Optional Cancel for Any Reason Benefit and cancel your Covered
Trip for any reason not otherwise covered by this plan , we will reimburse you for the percentage
of the prepaid , forfeited, non-refundable Payments or Deposits you paid for your Trip
provided ... 5. you cancel your Covered Trip 48 hours or more before your scheduled Covered
Trip departure date."
 
After receiving Ms. ********'s claim documents, we contacted Lufthansa to verify the date that
she canceled her trip. We were told that she canceled on May 24, 2012, the scheduled
departure date. She did not qualify for the Cancel For Any Reason Benefit because she did not
cancel the trip 48 hours or more prior to her scheduled Covered Trip departure date.
 
The plan also excludes any loss caused by, or resulting from "business, contractual or
educational obligations of you , a Family Member or a Traveling Companion". As such we were
unable to pay Ms. ********'s claim due to the original reason she provided for canceling the
trip.
 
After being notified of the claim denial, Ms. ******** contacted us to say she had canceled the
trip due to her sickness. She provided documentation that indicated she became ill at the time
of her scheduled trip. We contacted the doctor's office and were told that Ms. ******** had
called their office, but was not examined in-person for the condition.
 
Trip Cancellation benefits for an illness is provided as follows, "The Sickness or Injury must
commence while coverage is in effect, require the examination by a Physician, in person, at the
time of Trip Cancellation or delay and, in the written opinion of the treating Physician, be so
disabling as to prevent you from taking your Trip or delay your arrival on your Trip".
 
Ms. ********'s Sickness did not require the in-person examination by a Physician at the time of
Trip Cancellation, as required by the policy. We again denied benefits for her claim. Ms.
******** does have a credit for future travel with Lufthansa Airlines that expires April 28, 2013.
She should contact the airline regarding this credit.
 
If you have any questions, please feel free to contact us at (800) 541-3522.
 
 
Sincerely
  
***** ****
Sr. Technical Claims Specialist
cc: Stonebridge Casualty Insurance Company
***** ******** / Claims Manager
*************-**

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have purchased what I believed to be trip cancellation protection with additional trip cancellation rider.

The reasons the business provided in the response are the exact same reasons I have provided in my complaint, however the bottom line is that I feel this business did not provide me with a service I initially thought I was purchasing.

Bottom line this business did not provide me with the cancellation protection that I felt I was paying for. At the time of the purchase the clauses by which they are holding on to, to deny the claim, were not clearly outlined to me - I was completely unaware of them.

I am demanding refund or claim payout.

Regards,

***** ********  

Business Response:

Agnes ******** / Your Number: *******
Claim Number: ***********
Policy Number: **********
 
Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as
the administrator of the travel protection plan that was purchased. We are in receipt of your email dated
August 09,2012, requesting that we respond to Ms. ********'s new information.
 
Ms. ******** indicates that the insurance clauses that we are using to deny her claim were not clearly
outlined to her. She states that she was unaware of them.
 
When Ms. ******** purchased the policy on April 28, 2012, she received a Policy Confirmation Letter
and a Description of Coverage. The Policy Confirmation Letter instructed Ms. ******** to review the
policy carefully, and if it did not meet her needs, she had 10 days to cancel the policy and receive a
premium refund. After the 10-day free look period, the insurance cost became nonrefundable. The letter
also encouraged her to contact our office with any questions about the policy.
 
The Description of Coverage explained the requirements to qualify for Cancel for Any Reason benefits,
and listed the plan's exclusions and limitations. Ms. ******** did not meet the policy requirements that
would allow payment of her claim under the Cancel for Any Reason coverage. The policy excludes
coverage for cancellations due to business obligations, and cancellations due to illness require in-person
treatment by a Physician.
 
We are unable to provide Trip Cancellation benefits for this claim, and the insurance plan cost is
nonrefundable. If you have any questions, please feel free to contact us at (800) 541-3522.
 
 
Sincerely,
 
 
***** ****
Sr. Technical Claims Specialist
cc: Stonebridge Casualty Insurance Company
***** ******** / Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below:

As part of the response to rejecting the claim, the business claims that I have been made aware of the clauses on which they are basing the denial to my claim. However, attached please see the bodies of all 4 e-mails that were sent to me when purchasing this policy. Having looked over all four e-mails, I have not seen any of the clauses claimed. Furthermore, I have called this company and asked them about the cancel at any time and they have not provided me with the information that it is a 48 hour prior to departure policy.

Having gone back to the e-mails I have received from CSA Travel, I noticed one of the e-mails had an attachment - can you tell, from the body of the e-mails which one? I could not either - I did not know to open an attachment and read it as it was containing the crucial information that my claim could be denied upon. I assumed that one of the attachments was simply the same as the body of the e-mail and never opened it.

I feel gruesomely misinformed by this business and seek full claim payout or refund.

Regards,

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


Attachment Enclosed

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A claim for travel protection was submitted on 4/3/2012. All appropreiate paperwork/documents were included. Claims: *************. During this time I have emailed and called on numerous occasions checking on the status of this claim. On 6/5/2012 ***** ***** left a voice mail that the claim had been approved. As of 6/29/2012 no check has been received. At this time I called and was told a check was mailed approximateley 6/7/2012. During this phone call it was found TSA recorded the mailing address as ** ****** ****, not the 3* ****** **** listed on the claim form. I then left a message for ***** regarding this. No return call was received, to which I called again. ***** advised that it will take several days to do a stop payment and then another check would be sent, making this more than 3 months to take care of this claim, to which I was told during 1 call that it normally takes 3-4 weeks. A medical illness prevented us from taking this trip. TSA has not done as they advertise.

Desired Settlement: Refund of travel insurance purchased

Business Response:

****** ***** * **** ********* ** ******* *******
***** ******* *********** ****** ******* ***** ***** ****** ****** ***** *** **** * ***** *** ****
 
 
Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company, NAIC Number *****, as the administrator of the travel protection plan that was
purchased. We received your email dated July 02, 2012, notifying us of the complaint filed by
Ms. ****** *****.
 
We received Ms. *****'s claim in April 2012, and needed additional documentation from her
travel agent. Once this information was obtained, the claim was finalized and a check mailed
out. Regretfully, the check was sent to the wrong street number. We are in the process of
having a stop payment issued so we can reissue the payment.
 
Our goal is to process all claims in an accurate and timely manner. In this instance, we did not
meet that goal. We apologize for any inconvenience this has caused Ms. *****.
 
If you have any questions, please feel free to contact us at ***** ********.
 
 
Sincerely,
 
 
***** **** *** ********* *** ********** *** ***** ****** ******** ********* ******* ***** ******** * ****** ******* ***************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The information they state is correct, but they left

out a few major details.

The claim was received by CSA in April. I called in May and CSA said it was being processed. At no time have they advised me they needed additional information

from the travel agent. On June 5 I spoke with ***** who is handleing the claim to ask why we had not received a check. At this time she advised that

the travel agent had not responded to their request. This was never communicated to me. On June 5 I spoke with the supervisor of ***** ****** at

Vacations To Go, who was also on the "other" line with CSA. The supervisor called me back to say CSA had been faxed the information.

To further compound the lack of communication from CSA about this claim, they mailed it to the wrong address, which is clearly their mistake. Given

this, I fail to see why we must wait for a stop payment transaction to occur before they can resend the check to the correct address. 

As of 7/6/2012, we still have not received our payment, I feel that CSA has not provided the service they said they would and for which

we paid for.

I am  requesting reimbursement be  made for the actual travel insurance paid as it has been more than 3 months for a valid

claim to be processed, to whcih CSA stated it usually takes approximately 30 days.

Regards,

****** *****

 

Business Response:

***** ******* *********** ****** ******* **********
 
Dear Ms. *****:
 
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company as the administrator of the travel protection plan that you purchased. We received an
email from the BBB of San Diego with additional information that you would like us to review.
 
You have stated that you were not advised by CSA that we required additional information from
your travel agent to process your claim. You have also pointed out that we mistakenly mailed
your check to the wrong address.
 
Please refer to the attached copies of correspondence in relation to your claim. On April 18,
2012, we emailed you a letter letting you know that we had received your claim and had
requested additional information from your travel agent. The letter also requested that you verify
that we had the correct mailing address. You responded on April 18, 2012, stating that you had
not received any refunds and that we did have the correct mailing address. On May 09, 2012,
we sent an email to notify you that we were waiting for the information from the travel agent,
and had followed up with ***** ***** at Vacations to Go. We received the information needed
to finalize the claim on June 05, 2012.
 
We regret the delays in finalizing your claim , and that we sent your original checks to the wrong
address. The replacement checks are in progress and will be sent overnight to you shortly. We
cannot return the insurance cost to you because that would invalidate the policy, and no claim
payment could be made.
 
If you have any questions, please feel free to contact us at ***** *********
 
 
Sincerely,
 
***** **** *** ********* ****** ***********

Consumer Response:

To clarify ***** ***** at  CSA stated in an email the check was over nighted on  7/10/2012.

This was not the case.

I called on 7/16/2012, spoke with ***** ***** as no check had been received. After looking she stated it

had not be sent to which she said it was being sent that day via Fed Ex. The checks were dated 7/10/2012

 

Finally the checks have been received.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a cruise on ***** ********* with a friend, ********** ****, for Feb. 5, 2012 leaving Galveston, TX. Cruise book # *******. CRBK *******. At the time of booking I did not take insurance out. However She call the insurance later and took the insurance out. CSA charged my American Express account for the insurance without ever talking with me or getting my approval. CSA File **********. Later, ********** was diagnosed with breast cancer and had to cancel the trip. At no time did either Royal Caribbean or CSA contact me to verify that I was also canceling. I was sent the requisite refund from ** but nothing from my trip insurance. They have refused to pay, even though they accepted the policy and charged my account without my permission/approval. They have said that she had a pre-existing condition which exempted her from receiving restitution. But I, who does not have this condition and was charged without my permission, have received nothing from either CSA or **. I could have traveled alone had I been offered that option. No one EVER contacted me regarding my cancellation. But they certainly consumed my money.I believe both parties are at fault and responsible for refunding my entire cruise costs of $1,000.00 and the insurance cost which I never approved. I have sent a letter to ** May 23, 2012. They have ignored it. I have contacted CSA and never heard from them.I am a recent widow and live on a fixed income. This is very poor business. Please see if you can help me recoup my money.

Desired Settlement: I would like my money for the trip refunded as I paid for the insurance. They did not have my approval for charging my credit card in the first place. But since they should honor it. If CSA does not want to cover it, then they should at bare minimum refund the cost of the insurance.***** ********* should refund my full cruise cost since they never contacted me regarding cancellation of my portion of the trip.I simply think one of these two companies should cover my expenses

Business Response: ********* *****/ Complaint ID Number: *******
Claim Number: ********-01

Policy Number: ********** 

Dear Ms
. ******:
 
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company,
NAIC Number *****, as the administrator of the travel protection plan that was purchased. We received
your email dated July 02, 2012, notifying us of the complaint filed by Ms. ********* *****.
 
Ms. Moore and her traveling companion ********** **** booked a ***** ********* cruise through ***
with scheduled travel dates of February 05,2012 to February 12, 2012. The cruise was paid in full on
December 28, 2011. The travel insurance plan was purchased on January 13, 2012, with a Trip
Cancellation coverage effective date of January 14, 2012. The policy did not provide coverage for any
loss caused by or resulting from a Pre-Existing Condition. The trip was canceled on January 18, 2012
due to Ms. ****'s Pre-Existing Condition, and the claim has been denied.
 
According to information obtained from ***, Ms. **** contacted their office on January 13, 2012, to add
the insurance to the booking for both travelers. Ms. **** was also the one that contacted *** to cancel
the reservation for both travelers

As Ms. ***** contends that she did not authorize the charge for the
insurance plan cost, we will rescind her policy and issue her a refund for the $99.50 paid. No benefits are
payable for the cruise cost.
 
If you have any questions, please feel free to contact us at (800) 541-3522.
 
 
Sincerely,
 
 
***** ****
Sr. Technical Claims Sp
 
 
cc: Stonebridge Casua
lty Insurance Company
***** ******** / Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I accept this offer from the Insurance company but now I would like to file against ***** ********* ****** line which took a cancellation without EVER talking to me or offering me an alternative. They took my money and gladly made a profit without talking to me.  They only took the word of ********** **** that I wanted to also cancel.  I never saw any fine print that says if a roommate cancels the other party also cancels.  I paid separately, my credit card was charged separately, but they NEVER talked to me. But they needed to talk to me to book it! 

Something wrong with this business practice.  I would like a refund of my full charge regarding this cruise.  

Regards,

********* ***** 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When booking a rental in the OUter Banks with Southern Shores Realty, I opted for the CSA Travel Insurance so if some unforeseen issue occurred, I would not lose my rental costs already paid to the Realty company. How many times do we opt for this insurance just to have "peace of mind" that if something should happen we can say, "well at least we can use our travel insurance" that we in good faith paid for. I realized that we had to use our travel insurance when a person in my traveling party got a job over 1000 miles away and is unable to travel to the Outer Banks. This move was sudden and there is no way that they can travel to the vacation destination. I contacted CSA and alerted them to my situation, the person on the phone did not say there would be a problem with my claim and that this type of travel emergency would not be covered. I was instructed to fill out the claim packet and return it. I did that within hours of recieveing the email packet. Again I was NOT told that there would be an issue. I was under the impression that all was well, I would recieve a refund of what I have already paid to the rental company.I recieved a claims correspondence letter that denied my claim due to an exclusion of ....business, contractual, or educational obligations.......I do not agree with this determination! If I was able to travel at this time there would be no problem, so I opted to use my travel insurance, which I paid for in good faith and now they tell me some exclusion clause???? This is totally unfair! Why would someone even want to buy "insurance" if it doesnt cover issues with the ability to NOT travel?????????????????? Most often you opt for travel insurance and never have to use it--unfortunately this time I have to exercise my right to use the insurance and they are denying my claim...........can you please help!!????

Desired Settlement: I would like a full refund of what I have paid for this beach rental, less the amount I paid for the CSA Travel Insurance. I feel this is only fair as I have exercised my option to use the insurance and thus "used" the insurance. (ie: I only want reimbursed for the portion of the rental that I haven't used.)

Business Response:

Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance
Company, NAIC Number *****, as the administrator of the travel protection plan that was
purchased. We have received your email dated June 25,2012, notifying us of the complaint
filed by Ms. ***** *********.
 
Ms. ********* booked a rental through Southern Shores Realty with scheduled travel dates of
August 18, 2012 to August 25,2012. The trip was canceled on May 31,2012, because one of
the travelers got a new job, moved out of the area, and had no vacation time.
 
The travel protection plan purchased only provides coverage for the specific covered reasons
listed in the policy. There are also plan exclusions, including any loss caused by or resulting
from "business, contractual or educational obligations of you, a Family Member or a Traveling
Companion".
 
Unfortunately, the trip was canceled for a reason that does not allow payment of benefits. We
must, therefore, reaffirm our original decision that no benefits are payable for this claim.
 
If you have any questions, please feel free to contact us at (800) 541-3522.
 
 
Sincerely,
 
***** ****
Sr. Technical Claims Specialist
cc: Stonebridge Casualty Insurance Company
***** ******** /
Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This company has the loophole in the insurance contract of no refunds for business, educational, etc etc............this is NOT made known when you opt to take the TRAVEL insurance when making a reservation. Why would I buy travel insurance if I can't use it for needs beyond my control??? When you opt for the insurance you are "insuring" the ability to complete your travel! This is like buying auto insurance for front end damage but NOT any damages to the back of my car should I have an accident! I feel this insurance should cover this reason---beyond my control--for my travel contract! If I could travel at this time, I would!!!!! This is truly bogus!

Also, when I contacted this company directly, I was told on the phone that "***, the supervisor" would call me back when I asked to talk to someone with more authority than whomever I was speaking to. I was told, "she has 24 hours to call you back to talk with you about this situation"...............I still haven't gotten that phone call!!

This company is truly a rip off!! I will tell all of my contacts on Facebook to stay away from them..and I will continue for some time telling EVERY one I know to NOT buy travel insurance thru these ppl........because if you purchase the insurance they still won't pay for your refund because they will find some loophole to get out of paying. What a scam company!!!!!!!!!!!!

Regards,

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

Business Response:

Travel Dates: August 18, 2012 - August 25, 2012
 
Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents Stonebridge Casualty Insurance Company as
the administrator of the travel protection plan that was purchased. We are in receipt of your email dated
June 27, 2012, with the additional information submitted by Ms. *********.
 
Ms. ********* has indicated that she was not made aware of the policy limitations and exclusions at
the time of purchase. According to Southern Shores Realty, the Guest Web on their website provides a
link for the insurance. The Guest Web would be accessed by Ms. ********* when she booked her trip
online, and any time after that to view her booking information. The link for the insurance provides a PDF
of the policy, which includes CSA's telephone number to call with any questions about the plan.
 
The travel protection plan is not a cancel for any reason policy. There are specific covered events and
exclusions that apply to the coverage provided. No benefits are payable for the cancellation caused by
the business obligation of her traveling companion.
 
Our goal is to return telephone calls within 24 hours. We regret that this goal was not met in this
instance. The plan cost is nonrefundable after a 10
-day free look period from the initial purchase date,
and no benefits are payable for this claim.
 
If you have any
questions, please feel free to contact us at (800) 541-3522.
 
 
Sincerely,
 
 
***** ****
Sr. Technical Claims Special
ist
cc: Stonebridge Casualty Insurance Company
Scott Crabtree / Claims Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought their insurance online and right before I was to start my vacation I fell ill and was put into a hospital. When I turned in all the reqiured paperwork to get my claim processed they responded that I didn't buy the right type of trip insurance and then emailed me a copy of the policy they said I bought and said I didn't buy the insurance for pre-trip things which was list on page 17 of the policy. I haven't had a vacation in over 30 years and they are refusing to re-emburse me for approx. $1200. I bought this insurance in good faith and followed their instructions submitting receipts, etc. If you goto their website you'll see it states that pre-destination illnesses are 100% covered. Nowhere did I see anything that said I'd have to buy insurance for insurance coverage.

Desired Settlement: refund of approx. $1200 that I submitted for my claim.

Business Response:

Your File Number: 
******* /  ***** ********
Claim Number: ***********
Policy Number: ************** 

Dear Ms.
******:
 
CSA
Travel Protection and ********* ******** represents *********** ******** ********* *******,
NAIC Number *****
, as the administrator of the travel protection plan that was purchased. We have
received
your emailed dated May 22, 2012, notifying us of the complaint filed by Mr. ********.
 
Mr. ******** purchased a
cruise package with Caribbean Cruise Line with scheduled travel dates of
De
cember 12, 2010 to December 20, 2010. The travel protection plan purchased was the basic ******
plan
, which provides benefits during the travel dates for Trip Interruption, Travel Delay, Baggage Loss,
Baggage Delay
, Accidental Death, Medical, and Emergency Assistance. Optional Trip Cancellation
coverage
is available at an additional cost. Mr. ******** did not purchase the Optional Trip Cancellation
coverage.
 
Due to his
illness, Mr. ******** had to cancel his trip on December 11, 2010. He filed his claim with us
on Apr
il 05, 2012. As Mr. *********s policy did not include coverage for Trip Cancellation, the claim was
denied.

We must again reaffirm ou
r original decision that no benefits are payable for this claim.
 
If
you have any questions, please feel free to contact us at ***** ********.
 
Since
rely,
 
 
***** **** 
Sr.
Technical Claims Specialist
 
cc: *********** ********
********* *******
 
 ***** ********
/ Claims Manager
 
****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: TO WHOM IT MAY CONCERN, I ***** ************ PURCHASED AN AIRLINE TICKET FROM ******* ********** APRIL 15,2012! I PURCHASED INSURANCE THROUGH THIS COMPANY ***** ****** ****** IN CASE THERE WAS AN EMERGENCY THAT I NEEDED TO CANCEL! THERE CONTRACT IS FOR COVERAGE IN CASE OF ILLNESS ETC, I SUDDENLY HAD A MEDICAL EMERGENCY WHICH COARSED ME TO CANCEL! THIS COMPANY FIRST SAID THEY NEEDED A WRITTEN NOTE AS TO WHY I NEEDED TO CANCEL BY MY DR. TO DECIDE IF I WAS ELIGABLE FOR MY REFUND! THIS WAS THE PURPOSE FOR BUYING THIS INSURANCE! THEY ARE SAYING I NEED TO HAVE THE DR. GIVE THEM MORE INFORMATION! COULD TAKE THIRTY DAYS OR MORE IF THEY DECIDE TO GIVE ME MY MONEY BACK! I FEEL THIS IS TOTALLY DISCUSTING TO BE TREATED LIKE THIS! ALL I WANT IS MY MONEY BACK! I'M REALLY STRESSED OUT OVER THIS! SINCERELY,***** **** ********

Desired Settlement: THEY OWE ME 260.00

Business Response:

Complaint ID
Number: *******
***** ************
Claim Number: **********
Policy Number: ********** 

Dear Ms. ******:
 
CSA Travel Protection and ********* ******** represents *********** ******** *********
 *******as the administrator of the travel protection plan that was purchased. We are in
receipt of your email dated May 11, 2012, notifying us of the complaint filed by Ms. *****************.
 
Ms. ************ purchased airline tickets through ******* ******* with scheduled travel dates
of April **, 2012 to May **, 2012. She contacted our office on April 21, 2012, stating that she
would be unable to travel due to her medical condition. We sent her the claim form and
instructions outlining the documentation we would need to process her claim. On May 05
, 2012,
she contacted our office because she was upset about the need to have the doctor complete
the Physician's Statement.
 
If Ms. ************ will provide us with the completed claim form, her doctor's note, a signed
Patient Authorization form, and proof of payment for her trip, we can begin the claims process. If
additional information is needed from her doctor, we can send a request to his office as long as
we have the signed Patient Authorization form.
 
If you have any questions, please feel free to contact us at ***** ********
.
 
 
 
Sincerely,
 
 
***** ****
Sr. Technical Claims Specialist
 
cc: *********** ******** ********* *******
***** ******** /
Claims Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance for 3 of us going to Israel in Februay. In April one of the members of our group found out he had to move to ******** ***** to start a new job and would not be able to travel with us. As soon as I found out he could not go with us, I contacted the company and they assured me that there would be no problem and told me to complete all the forms. We filled out all the forms, sent them in, only to receive a letter saying they don't cover work related issues. We have reviewed all our paperwork we received and there was nothing to indicate this would violate the policy and as stated above their company representative said there would be no problem with collecting on this policy. Thank you for your help in resolving this issue.

Desired Settlement: Our policy was "cancellation insurance" and I would like for them to cover the cancelled ticket we paid for.

Business Response: ***** ********

Your Complaint ID Number: *******
Claim Number: ***********
Policy Number: ************* 
 
Dear Ms. ******:
 
CSA Travel Protection and ********* ******** represents *********** ********
********* ******* as the administrator of the travel protection plan that was purchased. We have
received your email dated April 24, 2012, notifying us of the complaint filed by Mr. *****
*********
 
On February 23, 2012, airline tickets and the travel insurance plan were purchased for Mr.
 ********and his two traveling companions, with scheduled travel dates of April 30, 2012 to
May 12, 2012. A confirmation letter and Description of Coverage, outlining the plan's coverage
and coverage restrictions, were emailed to Mr. ******** at the time of purchase. Traveler
******* ********* had to cancel his trip on March 30, 2012, because he was offered a new job
and had to report on April 22, 2012.
 
Mr. ******** called our office on March 30, 2012, stating that one of their party needed to
cancel his trip due to a job change. The Customer Service Representative asked Mr. ********
if he had questions about the policy or coverage, or if he wanted to set up a claim. Mr.
******** responded that he wanted to set up a claim and the claim forms were emailed to
him. He did not ask any questions about the policy and no guarantee of coverage was made to
him.
 
The protection plan provides benefits for a trip cancellation only if the reason for the cancellation
is one of the specific events listed in the policy. There are also exclusions that apply to all
coverages:
 
"The following exclusion applies to all coverages:
 
3. We will not pay for any loss under the plan, caused by,
 
t. business, contractual or educational obligations of you, a Family Member or a Traveling
Companion (does not apply to 3h, 3j, or 31 of Other Covered Events)
... Other Covered Events ...
 
h. a transfer of employment of 250 miles or more;
 
j. your involuntary termination of employment or layoff, which occurs more than 15 days 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.
the primary or secondary school where you or your traveling Family Member or Traveling
Companion attend(s) must extend its operating session beyond its predefined school year ... "
 
Based on the information provided to us, ******* ********* canceled his trip because he
obtained a new job, which is a coverage exclusion under the policy purchased. There is no
indication that the Other Covered Events listed above apply to this situation. As such, we must
reaffirm our decision that no benefits are payable for this claim.
 
If you have any questions, please feel free to contact us at (**** ********.
 
 
Sincerely,
 
 
 
***** ****
Sr. Technical Claims Specialist
 
cc: 
*********** ******** ********* ******* 
 ***** ********/ Claims Manager
 
**** * ***********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased a travel cancellation policy with CSA on 11/7/2011. On 11/12/11 he suffered a severe injury to his knee while kneeling on the floor doing household chore. He called his general physician after 10 days of unremitting pain. His doctor gave him a phone referral to an orthopedic surgeon who did X-rays and recommended immediate surgery. We had to cancel our trip as surgery was done at the time we would have been leaving on the trip. We filed a claim with CSA Travel Protection in late December 2011. They told me on the phone in Feb. 2012 the claim would be paid. Then they decided they needed to see the general physicians notes for the last six months. At that point we got a letter denying the claim. They looked at a routine physical my husband had with his general physician in Sept 2011. My husband had filled out a preliminary form asking his doctor to look at both shoulders, his elbow, his wrist, and both knees. The doctor found nothing upon examination requiring treatment and in fact, there were no chart notes in the doctors notes saying anything about his knee because it was not injured until 11/12/11. CSA Travel Protection is attempting to deny this claim by fabricating a theory that the facts and documents don't support, i.e. that my husband's knee injury was a "Preexisting condition."

Desired Settlement: We paid hundreds of dollars for this policy in good faith. We made a claim for $******* and sent extensive documentation supporting the claim. This was for $******* for 1/2 of our cruise expense and $**** for our airline tickets. This is the amount we are owed.

Business Response:

Your Complaint ID Number: *******
***** ******
Claim Number: ***********
Policy Number: **** ******
 
Dear Ms. ******:
 
CSA Travel Protection and ********* ******** represents *********** ********
********* ******* as the administrator of the travel protection plan that was purchased. We received
your email dated April 30, 2012, notifying us of the complaint filed by Mrs. ******.
 
Mrs. ****** booked a ******* ******* Cruise through ********* ** ** with scheduled travel
dates of January 15, 2012 to February 14, 2012. Final payment for the trip was made on
October 24, 2011, and the travel insurance plan was purchased on November 06, 2011. At that
time a confirmation letter and policy, outlining the plan's coverage and coverage restrictions,
were sent to her.
 
The trip was canceled on December 09, 2011, due to Mr. ******'s illness. We obtained medical
records and originally denied this claim due to the policy's listed exclusion of a Pre-Existing
Condition. The claim has been reevaluated and we have determined that the claim is payable.
The claim will be reopened for continued processing.
 
If you have any questions, please feel free to contact us at ***** ********.
 
 
Sincerely,
 
***** ****
Sr. Technical Claims Specialist
cc:
*********** ******** ********* *******
***** ******** / Claims Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was not able to reach my vacation rental on Hatteras Island on the Outer Banks of North Carolina in September of 2011 due to the Highway 12 road closure in the aftermath of Hurricane Irene. I received a partial payment of my travel insurance claim with CSA but after months of back and forth and waiting, I just learned that they have denied my request for full payment. This is unfair because their policy states that coverage is provided for a "public official evacuation advisory", which was in place for Hatteras Island for the duration of our planned trip.

Desired Settlement: I would like CSA to pay the full amount of my travel insurance claim.

Business Response: ***** *****

Your File Number: *******
Claim Number: ***********
Policy Number: **************
Travel Dates: September **, 2011 - October **, 2011
 
Dear Ms. ******:
 
CSA Travel Protection and ********* ******** represents *********** ********
********* ******* as the administrator of the travel protection plan that was purchased. We have
received your email dated April 18, 2012, notifying us of the complaint filed by Mr. *****.
 
We have reevaluated the claim and the documentation provided, and are therefore paying the
full amount of the Trip Cancellation claim.
 
$****** - $****** previous payment
= $******, which will be issued within the coming week.
 
If you have any questions, please feel free to contact us at (**** ********.
 
 
Sincerely,
 
 
***** ****
Sr. Technical Claims Specialist
 
cc: *********** ******** ********* ******* 
***** ******** /
Claims Manager
 
****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: CSA travel insurance at first contact wanted papers filled out we did so on three occassions. Then they wanted to penalize us for not having receipts for our items of 25%. Now they want us to use our Homeowners insurance or our Auto insurance for our missing CPAP and BIBLE that came up missing at the LAX airport during our travel. This is ridiculous because these items came up missing on our trip NOT in our home or automobile.This company is now saying it is an excess insurance: but there is nothing about this in our policy! This loss was reported to our travel agent minutes after the loss. I contacted the company the following b usiness day, myself.I feel as though they have given us the run around and deliberately changing our agreement to suit themselves. And that now this policy is useless!

Desired Settlement: I would like my policy honored and the replacement of my items that are now missing!

Business Response:

Your Complaint ID Number: *********** *****
Claim Number:  ***********
Policy Number
: **********
Travel Dates:  ******* *** **** * ******* *** **** 
 
Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents *********** ******** ********* *******,
NAIC Number *****, as the administrator of the travel protection plan that was
purchased. We have received your email dated March 27, 2012, notifying us of the complaint
filed by Mr. *****.
 
Mr. ***** booked a trip with scheduled travel dates of January **, 2012 to January **, 2012.
The travel insurance plan was purchased on November **, 2011. At that time a confirmation
letter and Description of Coverages, outlining the plan's coverage and coverage restrictions,
were sent to him.
 
Mr. ***** reports that on January **, 2012, after getting off the shuttle at the airport, his bag
containing a CPAP machine and accessories went missing. We received some claim
documentation on February 06, 2012, with a claimed amount of $********. We were provided
with a signed Affidavit of No Insurance indicating Mr. ***** had no other homeowner, renter, or
travel insurance policies that were in effect at the time of the loss. There was no written loss
report to substantiate the claim, and we were provided with a 2002 Work Order for a CPAP
machine and accessories, with a billed amount of $******.
 
According to information provided by Mrs. *****, the machine that was lost had been provided
to them by ******** approximately 6 months prior to the loss. She said that ******** will only
replace the machine every 5 years, and she could not obtain a current invoice listing the value
of the machine that disappeared from ********. We were provided with a handwritten list on a
piece of paper of replacement costs. Mrs. ***** said the list was prepared by someone at a
medical supply store.
 
When discussing the issues relating to this claim with Mrs. *****, she informed me that they do
have homeowner's insurance with a $****** deductible. The Description of Coverages
provided to Mr. ***** when he purchased his policy states, "Baggage and Personal Effects
Benefits - We will reimburse you, less any amount paid or payable from any other valid and
collectible insurance or indemnity, up to the amount shown in the Schedule, for direct loss, theft,
damage or destruction of your Baggage, during your Trip
." I explained to Mrs. ***** that since
our plan provides excess coverage, she would need to file a claim with her homeowner's insurance carrier first.
 
A follow letter was sent explaining that if Mr. ***** did not wish to file a claim with his carrier
and wanted only to claim their deductible, to provide a copy of the policy and declarations page
showing the amount of the deductible. We have also sent a request to the travel agency
requesting any information they have about this loss.
 
At this time, we do not have proof of the loss or proof of the value of the items that were lost.
We would ask that Mr. ***** provide us with an estimate on the medical supply company's
letterhead or their invoice confirming the cost of the items claimed. We also require the
disposition of the claim with their homeowner's insurance company, or a copy of their policy
declaration page showing the deductible amount. Upon receipt, the claim can be reopened for
continued processing.
 
If you have any questions, please feel free to contact us at ***** ********.
 
 
Sincerely,
 
***** ****
Sr. Technical Claims Specialist
cc: *********** ******** ********* *******
 ***** ********/ Claims Manager
 
 
****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I were scheduled to take a cruise on July *** 2011. We purchased cancellation insurance with CSA Travel Protection and ********* ********. We were unable to go on the cruise because my son got scheduled for an operation due to a car accident. We filed a claim in July 2011 to have the money refunded. Since July 2011, we have been trying consistently to have the money refunded, and have been following up as much as possible. We have been complying with all requests for proof of medical records and have still not recieved a refund.

Desired Settlement: We would like to have the reimbursement for the tickets that were insured.

Business Response:

Your Complaint ID Number: *******
******** ******
Claim Number: 
***********
Policy Number:  **********
Travel Dates:   July ***2011 - July **, 2011
 
 
Dear Ms. ******:
 
CSA Travel Protection and ********* ******** represents *********** ******** ********* *******
as the administrator of the travel protection plan that was purchased. We are in
receipt of your email dated April 04, 2012, notifying us of the complaint filed by Mr. ******** ******* 

Mr. ****** booked a ******** Cruise through *** with scheduled travel dates of July **, 2011
to July **, 2011. The trip was canceled on June 23, 2011, due to the medical condition of their
son. We attempted to obtain the medical documentation from ****** needed to process the
claim. Unfortunately, the authorization form to release medical information provided to us was
incorrectly completed.
 
We emailed the correct form to Mr. ****** on April 03, 2012. Upon receipt of the signed form,
we will resend our request to ******. We regret the inconvenience this has caused Mr. ******.
If you have any questions, please feel free to contact us at ***** ********.
 
 
 
Sincerely,
 
 
 
***** ****
Sr. Technical Claims
 
 
 
cc: *********** ******** ********* *******\
 ***** ******** /
Claims Manager
 
 
***************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We booked a cruise with ***** *********. Paid $** for insurance. I *** ****** ****** *** could not go on trip nor ***** *****. They have never resolved our cruise fee. I sent them fax's from my surgeon. The surgeons office even said they were waiting again to send what they wanted. This is 3 weeks ago. But I canceled way back on 2/8/12.

Desired Settlement: $****** for ********** and the same for ***** *****.

Business Response:

Your Complaint ID
Number: *******                                                    March 29,2012
Complainant: ********** ****
Claim Number: ***********
Policy Number: **********
Travel Dates: February **,2012 - February *** 2012
 
 
Dear Ms. ******:
 
 
CSA Travel Protection and Insurance Services represents *********** ******** *********
******** **** ****** *****, as the administrator of the travel protection plan that was
purchased. We have received your email dated March 26, 2012, notifying us of the complaint
filed by Ms. ****.
 
Ms. **** booked and made final payment for a ***** ********* ****** on December **, 2011.
The travel protection plan was purchased on January **, 2012, with a Trip Cancellation
coverage effective date of January **, 2012. Coverage for an illness is provided when the
sickness commences after the policy goes into effect. The policy does not provide coverage for
any pre-existing medical condition.
 
The trip was canceled on January **, 2012, due to Ms. ****'s illness. We received Ms. ****'s
claim form on February **, 2012, and an acknowledgement letter was sent to her on February
**, 2012. The claim was initially reviewed on February **, 2012. The Physician's Statement
provided shows first symptoms of the illness on January **, 2012. As the first symptom date is
within two days of the policy effective date, it was determined that additional medical
documentation would be needed to verify all policy requirements had been met. On February
**, 2012, we faxed a request for records to the doctor, sent a request to the travel agent for a
copy of the invoice and refund information, and sent a status letter to Ms. ****.
 
We sent a status letter to traveling companion ********* ***** on February **, 2012. On
February **, 2012, Ms. **** contacted us and stated that the doctor's office had not received
our request, and she asked us to refax it. We refaxed the request on February **, 2012. On
March **, 2012, we contacted the doctor's office and confirmed that our request had been
received. We were told they were waiting for the doctor to sign off and authorize the release of
the records to us. On March **, 2012, we sent status letters to Ms. **** and Ms. *****.
 
Once we receive and review the medical records we have requested from Dr. *******, we
should be able to finalize the claim. Our normal processing time for claims is 30 days from the
date we receive the documents. This time period is extended when we have to request
additional documentation from others.
 
If you have any questions, please feel free to contact us at (**** ********.
 
 
Sincerely, 
 
***** ****
Sr. Technical Claims Specialist
 
 
cc: *********** ******** *********
******* ***** ******** /
Claims Manager
 
 
***************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I gave them Dr. ********* tel. # and Dr. ********* office Faxed all the info they wanted.  They are stalling please write them and tell then that.  Tell them to call her office again and they will Fax all info. 

 

Regards,

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

Business Response:

Your Complaint ID
Number: *******
********** ****
Claim Number:  ***********
Policy Number: **********
Travel Dates:   February **,2012 - February **, 2012
 
 
Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents *********** ******** *********
 *******as the administrator of the travel protection plan that was purchased by Ms. ****. We
are in receipt of your email dated March 30, 2012, with the additional information provided by
Ms. ****.
 
Ms. **** has provided us with Dr. *******'s telephone and fax numbers. The doctor's office
confirmed receipt of our request for medical records in our telephone calls on March **, 2012
and March **,2012. Both times we were told that the doctor had not signed off to approve
release of the records to us. Our claims representative will call the doctor's office again to try to
expedite matters.
 
If you have any questions, please feel free to contact us at (**** ********.
 
 
Sincerely,
 
***** ****
Sr, Technical Claims Specialist
 
 
cc: *********** ******** *********
******* ***** ******** / 
Claims Manager
 
 
****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had filed a claim with CSA travel on 10/4/11 for reimbursement of the maintenance fees of $1049.57 and airline change fees of $300.00 due to having to cancel my trip because of the death of my mother on 9/2/11.At the time when I filed this claim, I was still mourning the loss of my mother. My mother was hospitized on 8/22/11 after suffering from a massive stroke. I had contacted ******** on 8/27/11 to discuss what options I had in the event I could not keep the reservation I had for my timeshare for 9/2/11 due to my mother's condition. The ******** representive I spoke with indicated that I should think about purchasing travel insurance since the reservation could not be cancelled. I had contact CSA Travel and purchased travel insurance with them. The reservation on the timeshare for 9/2/11 to 9/11/11 was never cancelled on 8/27/11. CSA Travel has denied this claim because of an email that ******** had sent to me indicating that the reservation was cancelled on 8/27/11. There was a subsequent email from ******** indicating that the reservation was cancelled in error. I had also received a phone call from ******** stating the same. ***** ******, from the CSA Travel Claims Department refuses to believe that I did not cancel the reservation on 8/27/11 and is basing her denial on the email from ********. It does not make sense that I would have cancelled the reservation on the same day that I purchsed the insurance policy.

Desired Settlement: Payment on the claim in the amount of $1349.57

Business Response:

BBB OF SAN DIEGO
********* ******
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123
 
****** ********* / Your Complaint ID Number: *******                                                 March 16, 2012
Claim Number: ***********
Policy Number: **********
Travel Dates: September 03, 2011 - September 10, 2011
 
 
Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents *********** ******** ********* ******* as
the administrator
of the travel protection plan that was purchased. We have received your email dated
March 13, 2012, notifying us of the complaint filed by Ms. *********.
 
Ms. ********* was scheduled to travel to her ******** timeshare in ***** on September 03, 2011. She
booked and purchased her airline tickets for this trip on March 08, 2011. The trip was canceled due to
the illness of her mother, which began on August 22, 2011, according to documentation provided to us
by Ms. *********.
 
We received Ms. *********'s claim documents on October 07, 2011. The claim form showed that Ms.
********* canceled her trip on August 27, 2011. The documents included an email she had received
from ******** ******** **** dated August 27, 2011. The email was a confirmation that Ms. ********* had
canceled her reservation on August 27, 2011, at 15:42 GMT, which is 7:42 A.M. PST. Ms. *********
called our office on August 27,2011, at 10:32 A.M. PST to purchase her travel insurance plan. She was
emailed a copy of the policy at that time. The Trip Cancellation coverage effective date of the policy was
August 28, 2011.
 
We contacted ******** ******** **** to verify the date the booking was canceled. ******** informed us
that they were contacted and canceled the reservation on August 27, 2011. Shortly thereafter, ********
realized that their system does not allow them to show a reservation is canceled within 60 days of the
scheduled arrival date. ******** reinstated the booking in their computer system, but received no
indication from Ms. ********* that the cancellation should be revoked.
 
The policy purchased provides coverage for "certain unforeseeable events that occur while your
coverage is in effect." The list of Reasons for Cancellation and Interruption states, "Trip Cancellation or
delayed arrival at your destination due to Sickness, Injury or death of you, your Family Member or
Traveling Companion that occurs before departure on your Trip. The Sickness or Injury must commence
while coverage is in effect".
 
The following exclusion also applies to all coverages:
 
"We will not pay for any loss under the plan caused by, or resulting from:
 
22. a loss that results from an illness, disease, or other condition, event or circumstance which occurs at
a time when the plan is not in effect for you."
 
Based on the information obtained to process the claim, the illness that caused the trip to be canceled
commenced before the policy went into effect. Additionally, the booking was canceled before the
insurance was purchased. As such, we must reaffirm our original decision that no benefits are payable
for this claim.
 
If you have any questions, please feel free to contact us at (**** ********.
 
Sincerely,
 
***** ****
Sr. Technical Claims Specialist
 
cc: *********** ******** ********* ******* 
***** ******** /
Claims Manager
****************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 ********informed me that they did not have a record of me cancelling this reservation on August 27th.  and again why would they have cancelled it when they were the ones who informed me to purchased this insurance from CSA? 

Regards,

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

Business Response:

BBB OF SAN DIEGO                                                                                March 21, 2012
********* ******
5050 MURPHY CANYON ROAD #110
SAN DIEGO, CA 92123
 
****** ********* - Your File Number: *******                                            
Claim Number: ***********
Policy Number: **********
Travel Dates: August 28, 2011 - September 26, 2012
 
Dear Ms. ******:
 
CSA Travel Protection and ********* ******** represents *********** ******** ********* *******
as the administrator of the travel protection plan that was purchased. We have
received your email dated March 20, 2012, with the additional information provided by Ms.
*********.
 
The information provided to us by ******** and Ms. ********* was that she requested the
cancellation of her trip on August 27, 2011. This occurred after the illness of her family member
commenced, and before the policy went into effect. Ms. ********* indicates that ******** told her
to contact us to purchase the policy. However, the reason for the trip cancellation was excluded
from coverage as explained in my previous letter.
 
Although the insurance cost is a non-refundable fee, we will rescind the policy and return Ms.
*********'s $135.00 premium if she chooses.
 
If you have any questions, please feel free to contact us at (**** ********.
 
Sincerely,
 
***** ****
Sr. Technical Claims Specialist
 
 
cc: *********** ******** ********* *******
***** ******** /
Claims Manager
***************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/21/2012 Problems with Product/Service
2/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked reservations in August of 2011 for our family of 4 to fly to Florida Feb 2012. After receiving my daughters school schedule I had to consider canceling 1 reservation, for my daughter. My daughter is a senior and is currently maintaining an all A academic status. she made the decision to be a part of 2 college level classes and these classes rely heavily on in-class participation and she is obligated to attend them every day. She was also accepted to ******** ***** **********. We were concerned about missing an entire week of schhol and this possibly jeopardizing her GPA, in turn threatenibg her enrollment with ***. I purchased my "travel protection" with CSA and have requested a refund of my daughters ticket ($260.80). I was denied the refund - reason given: "educational" reasons do not fall under their policy for refunds. I even supplied a letter of acceptance from ******** ***** ********** proving her enrollment. I think this "travel protection" insurance is a scam!

Desired Settlement: Full refund of purchase price of ticket.

Business Response:

Your Complaint ID Number: *******
Complainant: ***** *****
Claim Number: ***********
Policy Number: *************
Travel Dates: February **, 2012 - February **, 2012
                                                                                                                                                               February 13, 2012
 
Dear Ms. ******:
 
CSA Travel Protection and Insurance Services represents *********** ******** ********* ******* as the administrator of the travel protection plan that was purchased. We have received your email dated February 10, 2012, notifying us of the complaint filed by **** ***** *****.
 
**** ***** booked airline tickets through ******* ******* and purchased the travel insurance plan on August 11,2011. At that time, a confirmation letter and policy outlining the plan's coverage and coverage restrictions, were sent to her. Another copy of these documents were emailed to **** ***** on December 16, 2011, per her request.
 
**** ******* daughter, ******** *******, had to cancel her trip because she enrolled in two college level classes. *** ******* was obligated to attend these classes every day, and would have missed an entire week of school if she took the scheduled trip.
 
The travel protection plan provides Trip Cancellation benefits if a trip is canceled for one of the specific covered reasons listed in the policy. There are also exclusions that must be considered when adjudicating claims.
 
"GENERAL PLAN EXCLUSIONS
 
The following exclusion applies to all coverages:
 
2. We will not pay for any loss under the plan, caused by, or resulting from:
 
u. business, contractual or educational obligations of you, a Family Member or a Traveling Companion" .
 
The need to attend classes is not one of the covered reasons that would allow payment of benefits. Additionally, any educational obligation is specifically excluded from coverage. Therefore, we must reaffirm our original decision that no benefits are payable for this claim.
 
If you have any questions, please feel free to contact us at ***** ********.
 
 
 
Sincerely,
 
***** **** *** ********* ****** **********
 
cc:
***** ***** ******** ********* ******* ******** ******* ******* *** ***** ******* ***** * * ********** ** ********** ***** ******** * ****** * ******* ****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had bought travel insurance from *** ******. When I became sick a few days before my intended trip, I saw a doctor who provided me with a written note. I filed 2 claims - 1 for air fare, and 1 for the land portion. The airfare insurance company paid promptly and in full. However, *** kept delaying its response. Finally my claim was rejected on the grounds that I had become sick the day before my insurance was to begin. Apparently they had given themselves an out in the fine print, saying that unless you became sick after the day the insurance was to begin, your claim would be rejected. I don't have a copy of the policy, but it's obvious that any policy written like that is meant to exclude as many people as possible. Can you imagine? Who's to say when someone actually is "sick"? Is it the day they may have come in contact with an airborne virus? The virus is incubating inside the individual. Or is it when you experience a tingle in your throat, which is what I reported to the doctor whom I saw a few days later. But, I didn't feel "sick" until I started running a fever and all the other symptoms that go along with a severe respiratory infection. Yet, this company conveniently uses a date that a doctor puts down in a letter as a definitive indication that I was "sick" on that day. A policy like that is deliberately written so as to be able to deny claims. Why are companies like this allowed to remain active? Further, I don't recall ever receiving a copy of my policy from the company - certainly not in the mail.

Desired Settlement: I would like *** ****** Insurance to pay my claim in full. If I were living in California, I would be challenging them in court, but since I don't live there and no lawyer is going to take on a case for such a measly amount, I'm victimized by their fraudulent behaviour without any real recourse.

Business Response: ****** ******

Your Complaint 1D Number: *******
Claim Number: ***********
Policy Number: **********
Travel Dates: ******* *** **** * ******* *******
 
Dear *** ******:
 
*** ****** ********** and ********* ******** represents *********** ******** ********* ******* as the administrator of the travel protection plan that was purchased. We are in receipt of your email dated January23,2012, notifying us of the complaint filed by *** ******.
 
*** ****** booked a tour to Greece and made full payment for the trip in July 2011. The travel insurance plan was purchased on October 11 , 2011 , with a Trip Cancellation coverage effective date of October 12, 2011. The trip was canceled on October 15, 2011, due to *** ********illness. Based on the medical documentation obtained to investigate the claim, it appeared *** ******** illness commenced prior to his policy going into effect. The claim was denied because there is no coverage for an illness that begins prior to the plan's effective date.
 
We have re-evaluated the claim and find it is possible that the illness began on the coverage effective date. As such, we will reopen the claim for payment. This should be handled within the coming week.
 
If you have any questions, please feel free to contact us at ***** ********.
 
 
Sincerely,
 
***** **** * *** ********* ****** ********** *** *********** ******** ********* ******* ***** ******** * ****** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/8/2012 Guarantee/Warranty Issues | Complaint Details Unavailable
2/3/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Me and my wife purchased travel insurance for our trip on ******** cruise through CSA TravelProtection. During our trip ship did not dock on Cayman Island and non of passengers where able to get on shore because of bad weather. Our trip was interrupted, and we missed job interviews for me and my wife. Under "coverage and benefits" section in CSA contract chapter 9 and 10 on page 8 it clearly said that we qualify for coverage if: "arrangements canceled by airline, cruise line, motor coach company or tour operator resulting from inclement weather, mechanical breakdown" etc. We provided official letter from Carnival explaining that trip is interrupted dew bad weather and they are very sorry. Today we received letter from this company that we are not qualifying for coverage. Please help us in this situation. Our next step is to contact attorney general office.Thank you.

Desired Settlement: We are looking to get our full refund.

Business Response:

BBB OF SAN DIEGO

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

5050 MURPHY CANYON ROAD #110

SAN DIEGO, CA 92123

Your Complaint ID Number: ******* ******* ********
Claim Number:120********Policy Number:**********                                                                                                                                                  January 23, 2012

Travel Dates: December ******* - January *** ****

Dear*** ******:

CSA Travel Protection and Insurance Services represents *********** ******** **************** as the administrator of the travel protection plan that was purchased. We have for reference your email dated January 18, 2012, notifying us of the complaint filed by *** ********.

*** ******** claims the full cost of his cruise and airfare due to a change in the ship's itinerary. *** ******** booked a 5-night ******** cruise with scheduled travel dates of December *** **** to January *** ****. Due to bad weather, the ship had to bypass the port of call in Grand Cayman and the traveler missed some job interviews. Post-Departure Trip Interruption coverage for unused land and water travel arrangements provides benefits if the insured's arrival on the trip is delayed beyond the scheduled departure date, or if the insured is unable to continue on the trip after he/she has departed on the trip.

Although the trip was rerouted, *** ******** never left the ship, continued on the trip. and the traveling arrangements were still being used. Unfortunately, there are no provisions under the policy that provide benefits for a missed or changed port of call. Additionally, a loss that is caused by or results from the failure of a travel supplier to provide the bargained-for travel arrangements is specifically excluded from coverage. The ship's itinerary was changed, but the airline tickets and 5-night cruise arrangements were used. We must reaffirm our original decision that no benefits are payable for this claim.

Thank you for this opportunity to explain our position and the policy language as it relates to *** ********* claim. If you have any questions, please feel free to contact us at (800) 541-3522.

Sincerely,

***** **** *** Technical Claims Specialist

cc:
*********** ******** ********* ******* ******** ******* ******* *** ***** ******* ***** * * ********** ** ********** ***** ******** * ****** ******* ***************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: CSA Travel Protection denided my family's request for a refund of our trip to the Outer Banks, NC after Hurricane Irene hit hard in the end of August. My family's trip was schedueled for mid September. Due to the storm the Highway 12 was washed away and massive flooding took place. The island was a disaster area with flooding and depris. People lost homes and would not have made a nice vacation. The island was in peril and was closed. First the island was to open after our date scheduled then it was open two days before we had to go. With the highway still gone, we would have to take a ferry for additional fees. Due to the high demand of the ferry we could not make an appoinment. There was a Public Official Evacuation Advisory put out by the county. In the CSA Travel Protection's policy it explains they cover public offical advisments and it also covers interruption of road service at your destination due to natural disasters. We put in a claim with proof of all this and they denided it. My family and I just wanted to enjoy our hard earned vacation and could not. We will not be using CSA Travel Protection ever again.

Desired Settlement: My Family and I just would like what we are owed, the amount we paid into the trip. $668.32 This has been a difficult process and should be requesting more for our time and stress. We just want our money back.

Business Response:

BBB OF SAN DIEGO

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

5050 MURPHY CANYON, STE 110

SAN DIEGO, CA 92123

Your Complaint ID Number: ******* ******** *****
Claim Number: ***********
Policy Number: **************
Travel Dates: September 17, 2011 to September 24, 2011

                                                                                                                                             January 23,2012

Dear *** ******:

CSA Travel Protection and Insurance Services represents *********** ******** ********* *******, NAIC

number *****, as the administrator of the travel protection plan that was purchased. You have requested that

we provide you with an explanation of the company's position.

We have reevaluated the claim and the documentation provided, and are therefore paying the full amount of the Trip Cancellation policy maximum benefit.

Policy maximum $614.96 - $89.37 previous payment = $525.59 to be issued within the coming week.

If you have any questions, please feel free to contact us at ***** ********, by email at

****************************** or by FAX at ***** ********.

 

Sincerely,

 

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

cc: *********** ******** ********* *******
******** ******* ******* *** ***** ******* ***** ** ********** ** ********** ***** ************** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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