CSA Travel Protection Michael Wills Claims Department (800) 541-3522 Ext. 2120 CSA did not want to pay for damage after a vacation rental guest left my cabin in February lowering the heater to the point that the refrigerator pipe froze and water flooded my kitchen ruining my walls and wooden floors. San Diego California

On February 21 when the guests left the cabin the heater was turned down so low that it froze the pipe that leads to the refrigerator causing it to burst and flooded the floor damaging the laminates and sheet-rock.
I paid to replace the sheet rock, mud, primer paint, copper line, new PVC waterline for fridge and laminates.

On February 26, 2015, Demetra the cabin keeper came to clean the cabin and found the kitchen floor flooded. She immediately called my handyman James Kirby and he closed the water valve and later repaired it.

I called the guest and told her the heater was turned down so low that it did not kick start the heater and due to that circumstance the pipe to the refrigerator froze causing flooding. Her first reaction was if she would be responsible for the repair; which I completely understand her concern. I told her she has nothing to be concern about because CSA damage protection was purchased. She told me that she would consult with her attorney first and I told her to give her attorney all the paper work so the attorney can see that she would not be responsible for any damages caused accidentally. After a week of not hearing from the guest I told CSA that she is afraid of signing any CSA documents and they said they would call to explain to her that she is not responsible to pay for any damages.

CSA did get in contact with the guest and explain to her that she is not responsible for any damages and that all they need was her signature in order to proceed. After waiting several weeks with no communication with the guest CSA wrote me an email explaining that the guest said she did nothing wrong and because of her statement CSA will not pay me. 

Although I sent proof with pictures and invoices, filled out their form, communicated with the guest and even had my handyman call CSA for an explanation of repairs: CSA decided not to pay for the damages because the guest refused to sign their document because she stated she did nothing wrong.

Let this be a lesson learned to all. Even if damage protection is purchased though CSA and the guest decides to look away, not call or simply state that it didn't happen aparently you don't get paid for any damages.

I have emails between CSA and myself that proves what I am stating in this letter. I will make it available upon request.