Claims FAQ - Traveler
What is a pre-existing medical condition?
A pre-existing medical condition is one that existed during the 60 days (approximately two months) preceding and including the policy effective date. A condition is pre-existing if you:
- Received a recommendation for a diagnostic test, examination or medical treatment; or
- Took or received a prescription for drugs or medicine during the 60-day period.
Item 2 of this definition does not apply to a condition that is treated or controlled solely through the taking of prescription drugs or medicine and remains treated or controlled without any adjustment or change in the required prescription throughout 60-day period before coverage is effective under this policy.
If my companion cancels, can I also cancel?
If your companion cancels for a covered reason, you may be able to cancel as well.
How long does the claim process take?
CSA is committed to providing you with prompt and fair claims service. Every claim is thoroughly investigated and adjudicated by a qualified claims examiner. The total timeframe for claims resolution can vary; however, your prompt response with all necessary documents helps to expedite the process.
In rare instances, such as natural disasters, the sheer volume of claims may create a temporary delay in our processing and adjudicating of claims. In those instances, CSA works diligently to catch up and return to our normal, fast turnaround times.
Why do I need to provide refund information from the suppliers?
CSA will work with your vacation rental company as well to obtain the necessary information.
Can a paid invoice, receipt or credit card charge slip from my agent be considered proof of payment?
No, we need actual copies of cancelled checks or credit card statements confirming the amount paid for the trip.
What are penalties?
Penalties are fees imposed by the vacation rental company or travel supplier when a trip is cancelled.
Why does CSA need refund information when I am in 100% penalty?
Many times taxes and other charges are refunded to you when you cancel even if you are in 100% penalty. If your vacation rental company is able to re-rent your unit, a refund may be in order from the vacation rental company.
Why does CSA need medical records when my doctor completed the physician statement?
To verify the physician's statement. Certain medical conditions can cause other disorders that may impact a traveler before or during a trip. Medical records are ordered to help the claims examiner better determine whether or not coverage can be provided. When medical records are ordered, they are handled in a professional manner in accordance to federal privacy regulations. Medical information received by CSA is never shared with any third party.
Why aren't my travel visa fees, transfer fees for my timeshare and other fees covered?
CSA plans cover you for forfeited, published, prepaid, non-refundable payments incurred as a result of cancellation penalties imposed by a vacation rental company or common carrier. Travel visa fees, timeshare transfer dues, etc., are not cancellation penalties imposed by vacation rental companies or common carriers.
Why do I have to provide my claim number to the Customer Service Representative?
For faster service and to better prepare your claims examiner for your call, our Customer Service Representatives are trained to obtain your claim number before transferring your call.