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Coordinated Benefit Plan denied my travel insurance

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Can someone please tell me if they have had an issue with Coordinated Benefits Plan or the JUNIOR NATIONAL LEADERSHIP CONFERENCE?
We were sending my son to this Conference in 2011 and due to health complications decided by my doctor he could not make it. We had already submitted the $400.00 deposit and had purchased for $150.00 separate Travel Insurance from COORDINATED BENEFIT PLAN which is part of NATIONWIDE INSURANCE.
I contacted the Insurance company and Jr NYLC to cancel in the timeframe required and to ask what I needed to do to receive a refund ( my husband had recently died and $400.00 came directly from Social Security money for my son).
The person at CBP said I needed to state everything on a Letter and get a doctors note and it would be refunded.
We sent in all that was requested but apparently due to the note having the word "anxiety" in it (just an over explanation on my part as to my sons symptoms of colonic inflammation and elevated heart); we were denied!
I repeatedly contacted them and was told over and over how to get it resolved. Every time I tried we were again denied.
I contacted the VP of Operations finally; after many headaches with others. His name is Rick Jones and he seemed SO helpful and understanding. He asked me to just send in another Doctor note without the word Anxiety in it. I did this but because the Dr. dated it a date that was a holiday we were again denied and WORSE told we had to send in all kinds of medical files for my son.
This is outrageous. I just need what is rightfully my sons sent to me.
We had submitted the info on his ER visit for the Colon problem; as well as information regarding his visit to the Pediatric Cardiologist.
My Dr. does not have files on my son. We have no money to send him regularly to Dr's and she does not see him in the office at all times.

PLEASE help me get what we deserve from this Insurance company. I have undue stress over this.

Caroline Dawkins
Louisville, Kentucky