• Report: #963412

Complaint Review: CSA Travel Protection

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  • Submitted: Thu, November 01, 2012
  • Updated: Fri, November 09, 2012

  • Reported By: kv — Gaithersburg Maryland United States of America
CSA Travel Protection
P.O. Box 939057 San Diego, California United States of America

CSA Travel Protection CSA Travel Protection Don't waste your money - they will do it for you San Diego, California

*Author of original report: Travel Insurance Scam

*UPDATE Employee: We apologize for your experience and agree it was unacceptable

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Complete ripoff. I bought their travel insurance this past August for a short 5 day trip to Minnesota. I became very ill when I arrived and had to go to the hospital for 2 weeks and major heart surgery. From the first time I contacted CSA, they engaged in a process of slow rolling any information, provided no assistance travel wise and made unreasobable physical demands on me to conform to their misleading claims process They sent me forms via email which I could only access with my phone during my hospitalization requiring me to sign and fax them authirization forns to start a claim. I told them over and over, that I was seriously ill and facing major heart surgery yet they insisted I had to find some way to print out their medical claims forms, sign them, and fax back to them from my hospital bed with accompanying supporting documentation and receipts!

Once I was discharged from the hospital, being in a city away from home and with no transportation and recovering from surgery, I took taxis to the local Fedex office to print, sign and fax them their medical claims and travel expense forms, and even though their policy claims to cover local transportation, they refused to reimburse any expenses incurred, medical or local travel, claiming they were not covered.

It was very important for me to return home to Maryland to follow up with my doctors, CSA offered no help or assistance whatsoever rebooking my return flight, telling me over and over they were trying to figure out the best way for me to get home. After a week of asking for their help, I finally made and paid for my own return flight to MD as I had to keep informing them the only way I was going to get home was to fly home.

The day before my flight after I continuously told them they provided no assistance whatsoever, they upgraded my reservation and offered wheel chair assistance. I would still be in Minnesota while they tried to figure out how to book a flight for me. I assembled 25 pages of receipts and faxed them only to be told I had to mail them to CA! They recanted and then said a fax was ok and then denied payment of all expenses besides my air change fee. They caused me tremendous stress after enduring heart bypass surgery and were difficult and unreasobable to deal with. Horrible experience.

This report was posted on Ripoff Report on 11/01/2012 05:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/CSA-Travel-Protection/San-Diego-California-92193-9057/CSA-Travel-Protection-CSA-Travel-Protection-Dont-waste-your-money-they-will-do-it-for-y-963412. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Travel Insurance Scam

AUTHOR: kv - (United States of America)

Your response is superficial and right from the corporate communications manual to try to appear sincere for the benefit of social media relations. Neither CSA nor OPS@europassistance-usa have contacted me to correct your mistakes, reimburse me for legitimate expenses accompanied by original detailed receipts, or acknowlege your errors and campaign of misleading insurance contracts for the express purpose to sell inferior products simply as a revenue generating insurance scam.

I have retained all emails and attachments from the first date of contact onward should you try to contradict the facts. Your assertion that CSA has dealt with the problem internally is nothing more than media spin for whitewash. Your Medical Expense claim forms are proof of your deliberate attempts to derail any real claims for expenses incurred and your rejection of all submitted expenses, even those expenses incurred at the demand of OPS and CSA before any claims processing would be started and subsequently rejected all claims for reimbursement claiming they were outside the travel dates, even though it was well documented that I was delayed 2 weeks beyond my original travel date as confirmed by provided hospital discharge documents and follow up medical visit prior to my return flight home.
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#2 UPDATE Employee

We apologize for your experience and agree it was unacceptable

AUTHOR: CSA Travel Protection - (United States of America)

Our medical assistance provider, Europ Assistance USA, recognizes that the delay in obtaining medical information and updating you on your travel options had a negative impact on your confidence in our services.

In addition, the inaccurate information you received regarding how to file your claim was unacceptable. We assure you that action has been taken internally to prevent this situation from occurring again.

We realize this does not change the outcome of your experience with CSA and EA USA, but we do take our customer's concerns and complaints very seriously. We offer our sincerest apologies.
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