Consumer Complaints and Reviews
October 2016 our six person family purchased CSA travel insurance for our Corova, NC vacation rental at Twiddy Realty. Our understanding was that if our trip was interrupted or canceled, we would be reimbursed for our expenses. When NOAH weather predicted Hurricane Matthew was expected to hit Corova, NC, we attempted to cancel or delay our vacation. We were informed by CSA and by Twiddy that unless it was a mandatory evacuation, we would not be reimbursed. We traveled to Twiddy Realty, our vacation rental home agency in Corova, NC. We attempted to relocate or receive a reimbursement. We were then assured by Twiddy that the storm was not supposed to hit the area.
That night, while we were in our vacation home, Hurricane Matthew hit the Corova, NC area with devastating effects. Our family was stranded in the vacation home, surrounded by water with downed power lines for three days. We had no power, water or way to cook or even flush toilets. Water seeped in through the walls. Our groceries were destroyed due to lack of power. We contacted CSA Travel Insurance agency for emergency assistance and were informed that there was no emergency assistance.
Three days later, we were finally rescued and relocated by a military hummer from the police department, no thanks to CSA. We had to leave our vehicle and belongings behind. Thankfully, the owner of the home we rented was willing to allow us to move to another home. Again, with no help from CSA. However, our family of six had to share one MRE because we had no food or necessities. We had to beg a ride to the grocery store with the maintenance guy from Twiddy and repurchase all our groceries.
Finally, days later, when the water went down, we had to return to get our own rental vehicle out of the water. No thanks again to CSA. When we returned home, we filed a claim to be reimbursed for trip interruption, groceries and lost rental vehicle time. We were told by CSA to send in receipts and we would be reimbursed. After sending in our verification and receipts, Andrew **, claims representative, informed us that our check had been mailed. When we received no check a week later, we called the claims office and were told Andrew was on vacation and no one else was able to help us, so we would have to wait until he returned.
On our second attempt to receive information regarding our claim, we were told that CSA had no record of our having filed a claim. We resubmitted, and received a denial letter through email. When we inquired why our claim had been denied, we were told that we would have been reimbursed if we had stayed in a hotel. But since we stayed in the vacation home, they would not reimburse us. We would have been happy to stay in a hotel if we could have gotten out of the vacation home; but we were stranded, surrounded by water and power lines that were down all around us--technicality instead of honest business.
CSA also told us if we had eaten out at restaurants, we would have been reimbursed for our meals. However, since we purchased groceries, we could not be reimbursed. This was again, a technicality, instead of honest business. If we could have eaten out, we would have been more than happy to. But in a hurricane, there don't happen to be any restaurants open! We had to return to the grocery store because the grocery store shelves were stripped and there were no refrigerator items.
This company advertises emergency assistance, trip cancellation and reimbursement for expenses out of pocket, but all the reviews I have seen on this company seem to have one common denominator-- fraud! No emergency assistance--during the emergency they told us they would call us back the next day, then emergency management called us the next day to tell us there was nothing we could do. The rest was all about fine print and technicalities to find loopholes for the company to leave their customers stranded. This company is fraudulent in their claims, disorganized and unprofessional in handling their claims and a total waste of money.
My husband and I had a two week trip planned for September 2016. We were to attend a wedding in upstate Connecticut and then fly to Paris to take a one week river cruise. Since we are seniors, we usually insure our entire trip portal to portal. Once I had all of our arrangements made, CSA Insurance was recommended to us by the company who booked our cruise. I purchased it July 2016. My husband had been experiencing groin pain for a while and he was getting physical therapy for it. We never considered canceling our trip due to this. However, the pain grew more intense and in August 2016 it was recommended that he have hip surgery. The only date available for the surgery was the day we were scheduled to leave on our trip. Otherwise he would've had to wait four extra months and his pain was getting worse...so much so that travel would've been difficult no matter what.
We were forced to cancel our entire trip but felt confident that we would receive reimbursement since we'd insured everything, paying $888 for the complete coverage. We followed all instructions and turned in all the required paperwork as soon as possible. We were shocked when we were informed that we would receive nothing because my husband's condition was deemed a "pre-existing condition". CSA was basing this on our general practitioner's report that he had been referred to physical therapy for groin and hip pain. Our general practitioner never suggested or hinted at a need for surgery. The need for surgery was determined by an orthopedist almost a month after we purchased the insurance. We expressed our lack of satisfaction with CSA's decision. We never had any person to person contact with this company (although they are local in San Diego and about 5 minutes from our home).
They just kept coldly repeating their decision through email and snail mail, based on a couple of lines in their 17 page policy. So, we were out about $4,000. And as far as CSA was concerned, that was our tough luck. They also failed to respond to our questions about their keeping our $888 premium that was paid to protect us while on a vacation that we never took! What did they do to earn that? Absolutely nothing! Since our experience we have learned of numerous other peoples' bad experiences with the "pre existing condition" exclusion not only with CSA but with other companies.
We will never deal with CSA again and are totally soured on major travel insurance in general at this point. We are submitting this review because we want to encourage everyone purchasing travel insurance to read every word of the fine print in the policy. There are loopholes everywhere, set up for the protection of the insurance company and not for the benefit of the supposed "insured"!
We used CSA for trip cancellation insurance for a 2 week rental in Emerald Isle North Carolina. This costs us over $200.00. Then we found out recently that our 13 year old dog has cancer and it has spread to her lungs. We are giving her daily chemotherapy at home and she is very fragile. We cannot in good conscience leave her to take a beach holiday. We called CSA and explained this to them and sent them all the appropriate documentation. They quickly denied the claim and when I asked for an appeal was told they don't "really have an appeal process" but would "kick it upstairs and review the situation."
A few days later (very quick review I guess) we received a letter denying us any of our claim. I know this is a dog but she is our family and we wasted all that money for nothing. Read other review sites to see similar complaints and many much more serious than ours. Do not waste your money for a company that will do just about anything to deny your claim.
Matthew BrodskyInsurance Contributing Editor
Matthew Brodsky is an established expert on insurance, having written hundreds of articles and other pieces of content on the subject, interviewed countless practitioners, and attended dozens of conferences and events. He served as an editor at industry magazine Risk & Insurance for six years.
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With more than 20 years of experience providing travel and vacation protection products, CSA Travel Protection has developed a reputation for affordable and comprehensive insurance plans.
- Money back guarantee: With CSA, you can buy a plan and try it out for 10 days. If you don't like the coverage, cancel for a full refund.
- Comprehensive health coverage: CSA offers a "No Out-of-Pocket" medical plan.
- Pet relocation services: For those planning extended trips, bringing along furry children can mean the difference between carefree fun and homesickness.
- 24/7 emergency assistance: With a worldwide hotline dedicated to CSA policyholders, when you need emergency assistance, it's only a phone call away.
- Identity theft protection: Identity theft is one of the world's fastest growing crimes, so protection and resolution assistance can help you relax during your travels.
- Best for Party animals, workaholics, adventurers and family trippers.
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CSA Travel Protection Company Profile
- Company Name:
- CSA Travel Protection
- CSA Travel Protection P.O. Box 939057
- San Diego
- Postal Code:
- United States