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Description

Travel Insured International, Inc. offers travel insurance and travel assistance services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Travel Insured International, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Travel Insured International, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 43 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

43 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 34
Total Closed Complaints 43

Customer Reviews Summary Read customer reviews

1 Customer Review on Travel Insured International, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 1

Additional Information

BBB file opened: January 14, 1998 Business started: 02/01/1994 Business started locally: 02/01/1994 Business incorporated 07/26/1993 in CT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Insurance, State of CT Dept. of
153 Market St, Hartford CT 06103
Phone Number: (860) 297-3900

Type of Entity

Corporation

Business Management
Mr. William Scully, Vice President of Operations Mr. Jonathan D. Gehris, President & CEO Mr. Peter W. Gehris, Chairman
Contact Information
Principal: Mr. William Scully, Vice President of Operations
Business Category

Insurance - Travel Insurance Companies Insurance - Accident & Health Insurance - Aviation Insurance Services Direct Property and Casualty Insurance Carriers (NAICS: 524126)

Products & Services

Travel Insured International is one of the leading travel insurance providers, offering quality worldwide travel insurance protection since 1994.


Additional Locations

  • 855 Winding Brook Dr

    Glastonbury, CT 06033 (800) 243-2440 (800) 243-3174

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: FULL INSURANCE REIMBURSEMENT FOR CANCELED CRUISE NOT BEING HONORED. REIMBURSEMENT PAYMENT IS SHORT $439.00.

Desired Settlement: FULL REIMBURSEMENT OF LOSS ($439.00).

Business Response:

2 travelers were insured with a per person trip cost of $814.14. There were 3 travelers on this trip. The 3rd traveler, a child was not insured. The second traveler cancelled their trip on 1/2/2016 and received a refund from the cruise line for the taxes paid in the amount of $120.46. TII then reimbursed the 2nd traveler’s cancellation penalties in full at 100% reimbursement for $693.68 on 2/16/2016. Both travelers insured by TII had a $250.00 credit applied to their booking for a discounted fare. The policy reimburses your prepaid, unused and nonrefundable trip cost paid when prevented from taking your trip due to a covered reason. The policy does not reimburse credits or discounts applied to a booking.

The 1st traveler also submitted a cruise debarkation invoice showing all the charges traveler 1 and 3 incurred while on their trip aboard the cruise ship totaling $189.00 in service fees. These expenses were for travelers 1 and 3 and were not prepaid non-refundable expenses; therefore, are not refundable under the policy.  

Consumer Response:  
Complaint: ********

I am rejecting this response because:

THE CRUISE LINE STATES THAT ONCE THE $250.00 VOUCHERS ARE USED THERE ARE THEN LOOKED AT AS CASH. THE $250.00 VOUCHER CREDIT CAN'T BE JUST DISMISSED WHEN I DID NOT TRAVEL. I SHOULD BE REIMBURSED BY MY INSURANCE I PURCHASED OR THEY SHOULD ENCOURAGE THE CRUISE LINE TO REISSUE THE VOUCHER.
Sincerely,

****** *****

Business Response:

NCL has confirmed that the $250 was for a good will credit.

The policy reimburses your prepaid, unused, and non-refundable trip  cost paid when prevented from taking your trip due to a covered reason.  The policy does not reimburse credits or discounts applied to a booking.

When the 2nd traveler cancelled their trip, the $250 credit that was applied to the booking was transferred to the 3rd traveler. The credit was used as the 3rd traveler went on the cruise.  

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

WHAT YOUR STATING THAT NCL DID WAS NEVER EXPLAINED TO ANYONE DURING THE PROCESS. IF THE $250.00 WAS A GOOD WILL CREDIT FOR ****** *****, IT SHOULD BE REISSUSED  TO ****** ***** IN GOODWILL IF I'M UNABLE TO TRAVEL BECAUSE OF ILLNESS. 



Sincerely,

****** *****

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Travel Insured travel-insurance policy for an Antarctic cruise entitled "Crossing the Circle: Southern Expedition." Coverage G of the Travel Insured policy provides, in relevant part, that if the cruise company "makes a change in Your Trip itinerary after Your Scheduled Departure Date, which prevents You from participating in an event/activity Prepaid prior to departure and scheduled on Your Trip itinerary, non-refundable Prepaid event/activity expenses will be payable up to the Maximum Benefit Amount shown in the Confirmation of Benefits. Benefits will not be paid if a comparable event/activity of equivalent cost is rescheduled during the course of the trip." The Maximum Benefit Amount shown in the Confirmation of Benefits for this coverage is $500. Part of our trip itinerary provides for two days in which the ship would cross the Antarctic Circle. The cost of crossing the circle is over $2,000 per person. However, the cruise did not cross the Antarctic Circle. Instead, the ship was caught in the ice and had to turn around 100 miles short of the Antarctic Circle. No comparable event/activity of equivalent cost was rescheduled during the course of the trip. Immediately upon our return, I filed a claim with Travel Insured. On February 17, 2016, Karlene S****** informed me that Travel Insured was denying the claim because although the cruise line changed the itinerary, we allegedly "did not lose any prepaid unused, non-refundable tours or activities, and [the] cruise did not end early." Contrary to Ms. S******** allegations, we DID lose "prepaid unused, non-refundable tours [and] activities." Crossing the Antarctic Circle is the sole difference between our cruise and most of the other cruises that this company offers to Antarctica, as is evidenced by the cruise's title: "Crossing the Circle: Southern Expedition." In fact, in the claim, I provided specific evidence showing the monetary value of the Antarctic Circle crossing. This amounts to over $2,000 per person (a total of $4,000 in all, as the policy covers my wife and me). My claim falls squarely within the coverage promised by Coverage G. Accordingly, I am entitled to recover $500 from Travel Insured.

Desired Settlement: Payment of $500

Business Response: We have reached out to the insured via telephone to discuss how to submit their claim under the Change Fee benefit.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I never received a telephone call from Travel Insured.


Sincerely,

******** ********

Business Response:

We apologize for the miscommunication, the Change Fee benefit is not applicable for this claim.

 

Under the Itinerary Change benefit, the insured's policy states: In the event the travel supplier makes a change in an insured's trip itinerary after their scheduled departure date, which prevents the insured from participating in an event/activity prepaid prior to departure and scheduled on the insured's trip itinerary, non-refundable prepaid event/activity expenses will be payable up to the maximum benefit amount shown in the Confirmation of Benefits.

 

The insured's cruise itinerary was changed but it did not prevent him from participating in any prepaid event/activity.

 

The difference in cruise fare for his original cruise and the cruise that he actually took is not refundable under the plan.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
We DID miss a "prepaid activity." The documentation that I submitted clearly shows the monetary value of the Antarctic Circle crossing. Travel Insured's suggestion to the contrary is simply a bad-faith refusal to pay the claim. If necessary, I will pursue legal action. Sincerely,

******** ********

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a travel insurance protection policy for a trip to visit my mom who resided in a nursing home in Pennsylvania. The policy number is **************** and it was purchased on 12/14/15. On Jan 18, 2016 my mother passed away and as a result, my trip back east was cancelled. I had her remains shipped to me. I filed a claim as soon as I was thinking straight. Since then I have provided the company with a copy of my mothers death certificate, airline receipts, patient authorization claim form, letter of explanation. I think you get the idea. They keep asking for more and more documentation to delay the claim. Now they are trying to cite "pre-existing conditions" and it looks like they are trying to set the stage to deny it completely. Unless I am mistaken, we all die at some point, how is that a pre-existing condition? Why even offer travel insurance? I am so frustrated. I cannot believe **** would be affiliated with a company like this. I purchased the policy for trip cancellation purposes because you never know what can happen. Now they are blocking me at every turn.

Desired Settlement: I would like them to honor the claim and issue a check for the airline ticket I purchased. The total claim amount was for $431.84. Why else would a person buy travel insurance?

Business Response:

The policy excludes losses due to pre-existing health conditions; however, that exclusion does not apply if the loss is due to death ensuing from a pre-existing condition. Our claim analyst overlooked this distinction and we apologize for any inconvenience we may have caused.

We will send a check for $431.84 to the insured tomorrow.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

****** *****

2/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a travel insurance policy # ************* for a trip to London. On Nov.2 the flight was cancelled because of fog and rescheduled for Nov.3. I missed the flight on NOV.3 because of my travel agents error but got another flight 1 hour later .According to my policy 'benefits will be paid up to 4100 a day if you are delayed for 12 hours or more while en route to or from or during your trip due to any delay of a common carrier" I have sent all the proof needed. I wasn't at the hotel the first day but they charged me for it. I had booked for seven days so they also charged me for the last day there In my dealings with the Insurance company they keep referring to Nov. 3 but i keep telling them my problem was the cancelled flight on Nov 2 and to me it is obvious that I am covered.

Desired Settlement: I have sent them proof of my cab fare that I had to take because of the delay .I sent them the hotel bill for the first and last nite,because of the delayed flight, and the London Pass expenses . I had bought this pass for 7 days a few weeks before. I had to pay for the the day that was not covered because of the delayed flight.

Business Response:

Thank you for the opportunity to review the documentation again.  On 2/15/16 we received confirmation from the insured’s travel agent that the hotel in ****** did not offer a refund for the first night and also charged her for the last night.  Therefore, we can pay for those charges under the Travel Delay benefit, but not to exceed $300.00 per person.  Accordingly, tomorrow we will send the insured a check for $600.00.   

2/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I booked a vacation to Puerto Rico back in December as a pre-baby getaway and were planning to travel from 1/30-2/3/16. Just last week, we learned that the Zika virus, carried by mosquitoes, has been identified in Puerto Rico and that women who are pregnant should not travel here or elsewhere where the virus has been detected. In fact, since then, the Centers for Disease Control and Prevention are calling this an outbreak and have set a nationwide alert to postpone travel to these areas (available **** **************************************************** The CDC is a consortium of physicians, far more knowledgeable than any one doctor; however, my obstetrician is willing to write a letter stating that he concurs with the CDC's travel warming and in his professional opinion, does not want me to travel to Puerto Rico. There is no vaccine to prevent the virus and if the mother is bitten, it can cross the placental barrier and cause severe birth defects in the baby and/or death. While I am not currently ill, the threat to my unborn child is high enough to necessitate cancelling this trip. This is the last thing my husband and I want to do as we both need a vacation. We have always purchased travel insurance and have never used it. We feel that this should be a covered reason and don't view it as any different from a political unrest situation. If we do not seek the response we desire, we will get a lawyer.

Desired Settlement: Our trip cost over $2,000. I ask that we be refunded at the benefit limit of $890.09 per person ($1780.18 total).

Business Response:

The Customer purchased a plan on 12-01-15 for a trip departing 01-30-16 and returning 02-03-16.  The Customer called on 01-20-16 to initiate a claim under the plan.  The Customer was cancelling due to the recent CDC travel warning regarding the Zika Virus.   However, cancellation due to the travel alert is not a covered reason under the insured’s plan.

Business Response:

Cancellation due to a travel alert is not a covered reason under the insured’s plan; therefore, benefits are not payable.

On 1/28/16 we were advised the insured change the destination of their trip. If the insured incurred a fee to change their air itinerary, they are eligible for up to $250 per person under the change fee benefit.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did change my trip as a result of the travel advisory and incurred an additional approximately $200 in charges to do so. Please advise as to how to obtain reimbursement for these charges.

Sincerely,

**** *************

2/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 13, 2015 I was unfortunately in Paris during the terrorist attacks. I was supposed to be in Paris until the 16th. This very unfortunate incident resulted in my trip interruption, I was not able to proceed to my trip to Barcelona and ended up booking the next flight out back to London ******** which was on Nov. 15. Due to panic I actually booked the flight from Paris to London twice. Upon returning to the U.S. I submit my claim documents including credit card statement of charges, airbnb receipt, expedia receipt stating "non refundablet flight" through Iberia. The first problem occurred when IT TOOK FOREVER to review the claim. My documents were received on December 2, it took multiple calls and 15 working days later for someone to acknowledge that my claim has been sitting in the queue. This company claims to process claims within 10-15 working days. NOT TRUE. My case was finally assigned to another Analyst since my current Analyst went on vacation. It is now 32 days later, my claim is still held up to due this company trying to verify with Iberia that the flight I didn't take was non-refundable. How hard is it to call a company and get that information? That status has been pending since December 28. I am now late on my American Express payment and this will most likely ruin my credit due to the EXTREMELY SLOW processing time of Travel Insured. I am seeking an Attorney's assistance for punitive damages if my claim does not get paid soon. I am tired of waiting and calling so many times. This is the second time I've used this company and I should have learned the first time. They do anything to STALL. My first claim was due to another Trip Interruption due to health reasons and family medical leave. First tactic is if you have a large file don't even think of sending it in one piece, the email server is crap and cannot hold more than a few mega bytes. So I had to separate my emails. Second, they can't read your credit card charges so that required another submission. Third, it takes another week to go to underwriting and get the claim approved when you get to that lucky milestone. Travel Insured is nice when you purchase their policy and go through leaps and bounds waiting for money back when you need it.

Desired Settlement: Process my claim immediately and send me the check for payment.

Business Response:

We spoke to *** ******** and discussed the need for both policies.  He acknowledged his understanding of the issue and asked for a premium refund.  The refund will be processed to his credit card today.

Consumer Response:
Complaint: ********

I am rejecting this response because:  I'm not sure who Mr. Crockett is.  I believe this isn't the intended response for my case.  

Sincerely,

****** *******

Business Response:

We apologize for the miscommunication. Below is our response:

The insured’s claim documents were received 12/2/15. After review of the documentation additional documentation was requested from the insured on 12/22/15. The policy reimburses for pre-paid unused expenses. Upon receipt of all the required claim documentation, the claim was paid on 1/5/16.  We regret there was a delay in processing this claim due to an oversight.




2/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In June I purchased a cruise to Cuba from a Florida travel agent, and was REQUIRED to purchase the "optional" travel insurance that the travel agent sold, stating that it included the required medical insurance that the Cuban government required of tourists. A month before we depart, we learn that this insurance is not accepted by the Cuban govt., and we need to purchase another medical insurance product from another company. As I did not desire to purchase any optional travel insurance for this trip, and since we were lied to & forced into buying this policy, I requested a refund of my premium, but they refused.

Desired Settlement: Refund my premium paid.

Business Response:

We spoke to *** ******** and discussed the need for both policies.  He acknowledged his understanding of the issue and asked for a premium refund.  The refund was processed to his credit card on 1/13/16.

2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I bought a travel insurance for one month...upon needed it. i put in a claim with this insurance who denied most of it, with a clause that only insured me for...$2.00( which I was unaware of )......since I paid over $100.00 to be fully covered, I was stunned.I have been fighting this since this last October 2015, with no results. I hope you can help.... thank you. ******* ******

Desired Settlement: I want a full refund of the expenses I incurred overseas.... for this is not a great amount......I did not even ask for compensation for pain and suffering which was intense. hope this help, ******* ******

Business Response:

January 22, 2016

Complaint ID ********

The customer submitted a claim for Trip Interruption benefits under the Worldwide Trip Protector Plan.

The trip interruption benefit reimburses up to 150% of the total amount of coverage purchased.

Per the confirmation of benefits the customer insured a trip cost of $2 and is covered for a maximum trip cost of $250.  The plan was purchased by the customer online through ***********. The confirmation of benefits was sent to the customer the same day the plan was purchased. When asked, the customer acknowledged receipt of this document showing the $2 trip cost insured.

Therefore, based on this information the maximum amount payable for the additional transportation expenses under Trip Interruption is $375. Unfortunately, the customer is not eligible for further reimbursement.

Consumer Response:


Complaint: ********

I am rejecting this response because: I feel I was tricked as i paid around $130.00 worth of insurance........why would i insure myself for only $2.00 ? it is inserted in such a way , as not to be noticeable.......noticed only when i made a claim.......i want them to be accountable .

thank you
Sincerely,

******* ******

Business Response:

The plan was purchased by the customer online through ***********. The customer confirmed she purchased the policy herself online as well as confirmed receiving the confirmation of benefits provided to her that clearly displayed her trip cost insured of $2.

The trip interruption benefit reimburses up to 150% of the total amount of coverage purchased. Since the policy is banded from $1- $250, we reimbursed the insured $375 for the expenses incurred for the trip interruption (150% of $250). We reviewed the claim in accordance to the terms of the plan. Unfortunately, the customer is not eligible for further reimbursement.

Consumer Response:
Complaint: ********

I am rejecting this response because: as I said before.........trickery was involved......have you read the contract............first I thought I was dealing with a respectable insurance, and found out it was sold to another one......how was I supposed to know that ?  this outfit has found ways of not responding to their responsibilities......can you possibly see that ? where does a customer goes from there ?  their computer advertisement sure does not mention ANY OTHERS insurance participation..........there are several complaints about this insurance on the internet. ...can they be stopped ? (wish I had seen those before) do I need a counselor to help ? funds are limited for that......please advise .

Sincerely,

******* ******

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a travel insurance policy with them for *** ****** ******* Cruise scheduled for January 15 I had a Cancel for any reason policy-I have filed all the necessary forms and then some claim/policy #******************* I had to cancel my trip I turned in all the necessary paperwork-got the runaround and then I called ******** the booking company (****** ******* ************* is one of the travel insurance they suggest on there site) they where nice enough until ****** ******* said when I called them that they are waiting for info from ******** to process my claim and then I called ******** again and they said they are waiting for ****** ******* coincidently they both gave me the name of a "Nadine" who is processing my claim-ummm its been a month and I had a "cancel for any Reason" policy and feel I am being scammed-can you please help me and look into it if they have other reports of shady business and pursue that accordingly.

Desired Settlement: My full payment as stated in my policy/claim for a "no reason Benefit claim" no reason as in no reason why I would need to cancel my trip-I simply have to and its no ones business why but its a !000 plus trip and I took the no reason policy in case it didn't work out. It has not worked out and I would like my refund.

Business Response:

We have received the requested documentation and on October 23, 2015, we told Ms. **** that we will pay her claim.  A check for $500.0 will be mailed to her today.

We sincerely apologize for any inconvenience this delay may have caused.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travel Insured provided a product that wasn't specified of timing when filing. The claim was filed one day prior to effective date for a vacation AFTER the effective date. No where in the literature does it say claim filing date after the effective date. This was not communicated with me when calling initially either. The effective date was 2/24/2015 and the vacation date was 3/1/2015 to 3/8/2015. The plan number **************. The plan does not define effective date as claim issuance or the time of vacation. Again I called prior to purchasing the claim and discussed my intentions. The representative said I should not have any issues in filing my claim after purchasing. Not timeframe was specified.

Desired Settlement: Payment of claim based on "cancel for anything" and receive 75% of the cost as advertised.

Business Response:

Re: ***** *******

ID #********

Plan # **************

The insured purchased a plan via the internet on 2/23/15 for travel dates 3/1/15-38/15.

Immediately following the purchase of the insurance plan, the Certificate of Insurance and Confirmation of Benefits were emailed to the insured at *******************.

The certificate of insurance states: “Trip Cancellation: Coverage begins at 12:01 a.m. on the day after the date the appropriate premium for this Policy for Your Trip is received by the Company or its authorized representative prior to the scheduled departure time on the Scheduled Departure Date of Your Trip. This is Your “Effective Date” and time for Trip Cancellation.” 

The effective date of the insureds plan is 2/24/15. According to the cruise line, the insured cancelled her cruise on 2/23/15. Since the cancellation was prior to the coverage being in effect, benefits are not payable.

We are not able to locate any phone calls with the phone number provided. If the insured is able to provide a date she contacted us and the phone number called from, we can certainly look into her allegations further.

Consumer Response:  
Complaint: ********

I am rejecting this response because: The explanation was not provided until after the purchase.  I would like a full refund on the premium costs of $150 if not payable.


Sincerely,

***** *******

Business Response:

Re: ***** *******

ID #********

Plan # **************

Travel Insured International has agreed to refund the insurance premium in full ($150.00).  Please allow 10-12 days for the check to arrive.

Thank you.

7/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I purchased the Worldwide Trip Protector policy from Travel Insured prior to visiting my daughter and son in law in the ***********. I purchased this policy primarily because I have a pre existing condition, and wanted to make sure that if something went wrong with my ********* I would be able to get care. I was assured by my agent that this would be the case. The policy was purchased in July, with a start date in August, and good for 180 days. In November I asked for a refill of a medicine that I need, ********, and was informed that it is not sold in *******. The doctor gave me something similar but I did not react to it well. My INR levels were fluctuating to the point of becoming dangerous, and I was at risk of stroke. My doctor decided to have me take blood once a week and often more, to carefully monitor the situation. This has never happened to me before. Because I have had issues with my ********* in the past, the doctor wanted to run a diagnostic on it to make sure that was not the cause of the INR fluctuation. I purchased the plan just in case something like this were to happen, and also made sure to purchase a pre existing condition waiver in order to make sure I'd be covered if something went wrong. Now Travel Insured is not willing to pay the claim, they say the illness did not "first occur on the trip" but it absolutely did. I have had issues in the past, hence the pre existing waiver but this was not an ongoing problem, it happened while I was in *******. I spoke to the claim agent who informed me that I needed a letter from my physician explaining in detail why this should be covered and I did, only to have them refuse it on the same grounds. It seems to me they just don't want to pay the claim.

Desired Settlement: I want them to pay the claim for the condition that occurred on my trip.

Business Response: Complaint ID: ********
Policy ID: **************-**** ******

We appreciate the opportunity to review the medical expense claim again.  Travel Insured has reimbursed the medical expenses.  The bills were converted to USD totaling $1227.36.  The Insured was called on July 1st to advise the claim is being paid and an email was also sent to her advising of payment.

Thank you.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******

6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trip to ** city booked through ***** ******* ******(senior group) and payment for cancellation insurance was sent to them made payable to Travel Insured, dated 5/16/14. Thought the insurance covered cancellation for any reason as "benefits plan" wasn't received and reviewed until after check had been mailed. Then it was too late to get money back as my cancellation didn't fall under anything on their list.

Desired Settlement: 1. Ask that for future clients they send a copy of their cancellation policy to be reviewed BEFORE they accept payment. 2. Asking for reimbursement of only $479.

Business Response:

The tour flyer that the insured received clearly states the covered reasons and provides a web site wherein he could review and obtain a copy of the insurance coverage. We mailed the Confirmation of Benefits and the Certificate of Insurance to his home address on June 9, 2015.

 

The plan provides a premium refund if the insured is not completely satisfied with the insurance and requests the premium refund within 14 days of the plan purchase.  He did not request a refund of premium within that 14 day period.   

Consumer Response:  
Complaint: ********

You are correct, that is in the brochure and I had just failed to read that part.  Based on that I guess you can close the claim - BUT the claim is not resolved.  How did I know in June that I would change my mind in July?  I paid for a trip that I did not take.  You were notified BEFORE the trip that I was not going so I still, and always will, feel I'm due my money back.     GOODBYE

Sincerely,

*** ***** *********

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had to change my vacation plans when my traveling companion needed brain surgery the day we were supposed to leave. I had called the insurance company for guidance. They had explained that if I were to postpone my flight for 2 days until I could sort out the changes, it would count as Trip Interruption rather than Trip Cancellation. As I was now traveling alone, I had to amend my travel plans to salvage the trip. At first, they did not want to pay me at all, saying it counted as Trip Cancellation, even though I had simply changed the details of the package with the tour agency, and had not actually cancelled the trip. When I told them I had made my choice to go rather than cancel the trip based on guidance from an agent, they finally agreed it was Trip Interruption and agreed to pay the change fee by the tour agency (around $250). However, they still refuse to pay for the amended travel arrangements: one train trip and one night in a hotel, totaling around $250, with which I could to re-join my planned itinerary and catch the flight home. Their agreement states: "TRIP INTERRUPTION Benefits will be paid, up to the lesser of a) the Maximum Benefit Amount shown in the Confirmation of Benefits***; or b) 150% of the total amount of coverage You purchased, to reimburse You for the Prepaid Payments for unused non- refundable Travel Arrangements plus the Additional Transportation Cost paid: a) to join Your Trip if You must depart after Your Scheduled Departure Date or travel via alternate travel arrangements by the most direct route possible to reach Your Trip destination. (Airfare limited to the cost of one- way airfare using the same class of fare as the original travel ticket); or b) to rejoin Your Trip or transport You to Your originally scheduled return destination, if You must interrupt Your Trip after departure, each by the most direct route possible. (Airfare limited to the cost of one-way airfare using the same class of fare as the original travel ticket) (***in the Schedule of Benefits section it says it will pay up to $500 for Itinerary Change.) I think we are interpreting b) differently, since the concept of "interrupted after departure" already did not apply per the odd timing of the catastrophe. This is a gray area where their definitions do not provide enough detail, yet they are seeing it in black and white. Nonetheless, I think by a) they should still pay for the cost to re-join my trip, i.e. fly out on the originally scheduled departure date. Finally, I would also like to point out that, had I cancelled my trip, they would have had to pay me over $1000. They are just being jerks, which is so very unlike USAA, a company I have trusted for over 30 years.

Desired Settlement: Full payment for itinerary changes.

Business Response:

We appreciate the opportunity to review the file again. Under the circumstances, although some of the expenses the insured is claiming are not covered, we are willing to reimburse them.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for helping my voice be heard.

Sincerely,

******* *****

5/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughter, ***** **** was in ****** last summer and we purchased a travel insurance policy for her through Travel Insured. ***** deliberately purchased the most comprehensive (and expensive) policy which included cancel for any reason (which also includes interrupt for any reason), as well as a policy that included terrorist attacks. While ***** was in ******, the situation got worse in terms of ***** bombing where she was staying. *****, has been declared a terrorist organization by the US government and has taken responsibility for the attacks in June/July 2014 while ***** was there. We were in contact with Travel Insured per their policy while ***** was there. She had to go to a bomb shelter on more than one occasion and when things got worse decided to come home. There was actually bombing of the airport that day that she was flying home. Despite putting in a claim with the expenses incurred for traveling home, as well as the lost money from pre-paid nonrefundable deposits, Travel Insured has refused to pay saying the "US government did not call there terrorist attacks". Given that 1) Both the ** ***** ** *************** *** *** ** ****** passed resolutions stating these were terrorist attacks during July 2014 and that the US is on record stating ***** is recognized as a terrorist group (and there is no dispute of fact that the bombings were done by *****), we felt this should be adequate. Besides, ***** paid extra for the cancel for any reason. None the less, this company has failed to make good on the claim. I have complained to **** insurance (where I am a member and through whose website I was linked to Travel Insured's site), as well as to the ******* ******* and Insurance Complaint division. On both occasions, Travel Insured contacted me to say they will not cover it because it was not a government recognized terrorist attack. Here is the language from their website and their policy:In the website advertising: Covered Reasons for Trip/Flight Cancellation and Trip Interruption TERRORIST ATTACK: Politically motivated terrorist attack within a city on your itinerary that occurs after your purchase date and no more than 30 days before our trip. INTERUPT FOR ANY REASON: Provides up to 75% reimbursement if you must interrupt your trip 72 hours or more after our actual departure date. This may cover your unused, pre-paid, non-refundable trip costs and added transportation costs. Trip/Flight Cancellation vs. Trip Interruption Trip/Flight Cancellation applies after you purchase your policy but before departure. Trip Interruption applies after departure. The same reasons are covered for both Trip/Flight Cancellation and Trip Interruption. Covered Costs for Trip Interruption • unused, prepaid, nonrefundable trip costs • transportation costs to return home or rejoin the trip • coverage up to 150% of trip cost for extra expenses such as unplanned return flight on our Worldwide Trip Protector Plus, Worldwide Trip Protector and Worldwide Trip Protector Lite plans. Policy language: TRIP INTERRUPTION Return Air Only up to $1,000 if $0 limit displayed on Your Confirmation of Benefits Benefits will be paid, up to the Maximum Benefit Amount, for the non-refundable, unused portion of the prepaid expenses for Travel Arrangements and/or the Additional Transportation Cost paid to return home or rejoin the Covered Trip, when You are prevented from completing Your Covered Trip due to the unforeseen events listed under TRIP CANCELLATION/TRIP INTERRUPTION

Desired Settlement: Payment on claim submitted of expenses to travel home and unused forfeited deposits: $2438.28 Have the Better Business Bureau change their rating. Given the number of complaints I just read, I am concerned about this company's integrity.

Business Response:

The plan purchased provides benefits for trip cancellation and/or trip interruption if a terrorist incident occurs in a city listed on the itinerary of the covered trip and within 30 days prior to the scheduled departure date. The terrorist incident must occur after the effective date of the trip cancellation coverage.

 

The policy defines a terrorist incident as an incident deemed an act of terrorism by the U.S. Government.

 

Although ***** itself is named a terrorist group, the U.S. Government has not deemed any of the events as terrorist incidents.

 

The option cancel for any reason benefit was purchased, but interrupt for any reason is not an option. In order to qualify for benefits under the cancel for any reason, the insured must be prevented from departing for the covered trip for all reasons up to 48 hours prior to departure. Since the insured already departed on her trip, this benefit is not applicable.

Consumer Response:  
Complaint: ********

I am rejecting this response because:


1. Congress did declare these as terrorist attacks last summer.

2. Literature is misleading:   some of it says cancel for any reason is the same as interrupted for any reason.       also misleading about how narrowly terrorism is covered.     
Sincerely,

******* *********

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Plan # ***************** I purchased travel insurance in good faith. I paid them in full. The plan did not have a preexisting clause in it. My husband took sick with ********** in October and has been in constant treatment for it. He is still on medication for this. This has been verified by his physician, both verbally and in writing. They are denying the claim stating there was no medical treatment at the time of cancellation, which is FALSE. I have provided them with documentation of this fact.

Desired Settlement: I expect payment in FULL of the claim of $1077.50 that was filed and 5% per month interest on that amount from February 27, 2015. This was the date of the original denial.

Business Response:

April 16, 2015

 

Complaint ID # ********

 

 

The customer submitted a claim for Trip Cancellation benefits under the ********* **** ********* ****. Upon review of the information provided we have determined the claim is not payable as there was no medical treatment at the time of cancellation on 1/2/15.

 

Although sickness is a listed covered reason, the policy requires treatment from a legally certified physician at the time of cancellation. The customer cancelled the trip on 1/2/15 and the only dates of treatment we received near that date were 11/20/14 and 12/4/14.

 

The analyst spoke to customer on 4/13/15 and discussed what is needed for further review of the claim. Customer advised that she would obtain additional documentation from the treating physician showing that treatment was ongoing and that it was medically necessary to cancel the trip on 1/2/15.

 

Travel Insured has not received the requested documentation.

3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I scheduled to take a trip with ******* ***** November 30 Of 2014 to December 06 Of 2014 To ******** *** Two weeks before our departure date, We learned that our granddaughter might have to undergo surgery. The surgery would require a week rest and monitoring. She lives alone and her parents both work, We said she could stay with us while she was recovering. When we learned this out we decided to cancel our trip. This was on November 3rd of 2014. On November 30 of 2014 We found out that she didn't need the major surgery and a minor procedure were going to be done as a out-patient in the office. we contacted the trip cancellation carrier, travel Insured Inc. The sent us a from to be completed by the Dr. We were informed at a later date were being denied our trip cost because on the departure date and cancellation date she was not being seen by the Dr. We have been going back and forth with the carrier about our refund. We think this is totally unfair since we had the incurrence and since she was not being actually seen on the date we canceled, we should still receive our refund. Your help in the matter would me most appreciated. Sincerely ************

Desired Settlement: We would like to receive our refund back.

Business Response:

Sickness is a covered reason for cancellation if it necessitates medical treatment at the time of cancellation and results in medically imposed restrictions as certified by a legally qualified physician.

 

The insured submitted his claim with no medical documentation.  Our office requested to have the Physician that was indicated on the trip cancellation claim form to complete the required form on the insured’s behalf.  The Physician advised they did not treat the patient at time when Insured cancelled the trip.  We asked the Insured to provide our office with an updated patient planholder’s statement listing the doctor(s) who treated the patient at time of cancellation and the insured advised he will forward this additional documentation to us.

 

To date, we have not received anything additional.

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance from this company for almost $1,600. The policy was "cancel for any reason." I had a last-minute adoption come through, and when I attempted to claim on the policy, I was denied because they said I purchased the policy more than 21 days after my first deposit for the trip. When I purchased the policy, they never asked when I had made my first deposit and the company accepted payment for a policy that was, apparently, never valid. If the terms of the policy did not apply to me, why was that not made clear to me? Why did they sell me apolicy and charge me almost $1,600 for a policy they knew I could never collect on. This is a totally unscrupulous business practice to sell insurance for a situation in which they well know the policy does not apply without informing the customer before s/he purchases the policy, but rather accepting payment and then rejecting it when a claim is made.

Desired Settlement: At the minimum, I should be refunded the purchase price for the policy that was, according to Travel Insured, never valid form the beginning. This company should have warned me of that fact and never accepted my payment for the policy to begin with if, in fact, the policy was never going to cover my trip.

Business Response:

The Cancel for Any Reason benefit provides reimbursement if the plan is purchased within 21 days of the deposit for the trip or full trip payment.

The plan was purchased via the website ********************.  The website states the Cancel for Any Reason coverage is available if you purchase your plan within 21 days after making your initial trip payment.  If you enter in a date of deposit more than 21 days prior, the website states that the coverage is not available.

The date of deposit on the application entered was 12/14/14. Upon review of the claim, the actual deposit date was 11/17/14, disqualifying the Cancel for Any Reason coverage.

The reason for cancellation is unfortunately not a covered reason under the plan; therefore, no benefits are payable.

2/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a service member currently stationed in *****. My wife was unable to travel with me due to the lateness of her pregnancy and was required to remain in the states. I purchased tickets and traveler's insurance on 12/15/2014 to return home for the birth of my son who was due January 23rd. While stationed in *****, I received a call from my wife on 6th January 2015 approximately 0800 ***** local time. She said her doctor expected the baby to come early and I needed to come home sooner than my scheduled flight for January 8th. (My son was born January 8th several hours before my original flight would have made it in). I immediately canceled my current tickets once ****** showed that they could not get me a flight out of ***** soon enough. I expected the traveler's policy purchased through Travel Insured to cover the canceled tickets due to the medical nature of the situation and the way in which the plan had been advertised on their website. It was not until they called to inform me that they would not honor my claim that I found the language that permitted them to avoid paying out this settlement buried in their website. I feel that their advertising which promised coverage for family medical situations was false and misleading. I am highly dissatisfied with their customer service which failed to get back to me on the status of my claim for several days and most highly outraged that they are refusing to pay my claim after what seems to me to be an attempt to hide the terms of the contract behind a cleverly designed website.

Desired Settlement: I fully expect for Travel Insured to pay for the canceled tickets totaling $1224.80

Business Response:

The plan states that benefits are not payable for any loss due to, arising or resulting from: normal childbirth or pregnancy.

 

Immediately after the insurance was purchased, the Confirmation of Benefits and Certificate of Insurance were sent to the insured via email. The plan does provide a 14 day free look period that affords the opportunity to request a full refund of premium within 14 days of the effective date of coverage
2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance from Travel Insured and I spoke to **** number on extension *** and advised her that my fianc /life partnerwas hospitalized and diagnosed with bladder cancer requiring extensive treatments. The policy offered a 14 day look back policy. I called specifically to confirm if the policy covered him because if it did not, I would prefer to cancel the policy if it was not going to cover the cancellation of my trip. She confirmed that he would be covered and I should proceed with the claim. Once I did the company came back and advised that a fiance was not a family member and the claim could not be covered. I told them about my conversation which they told me was recorded and they confirmed that I did have the conversation stating I wanted to cancel if my fiance was not covered. They said they would have to check. After going back and forth, they then came back with anotherreason to not pay the claim which was that he had a pre existing condition.this is not true he was diagnosed with cancer in November and they were just looking not to pay my claim. I told that that they should have justbeen honest with me to begin with instead of taking more of my money duringa terrible time in my life where I was struggling with medical issues witha loved one. I contested the payment of this policy with my ********* account and Travel Insured denied it. I feel Travel Insured is a company without integrity and does not honor their commitments, they made me go through getting pages of documents just to deny my claim. This could have all been avoided if they were honest with me and just let me get out of the policy within the 14 day look back, which now I believe is a "shameful false representation of their business. I have been looking on line and see that I am not alone in this situation, there are many people on the internet who have been deceived by this company and I believe that this company should be held to task if they are guilty of false advertising.

Desired Settlement: Since they misrepresented themselves in this matter, I would like them torefund the money I paid them for the insurance policy. That is the least they can do.

Business Response:

The insured called our call center on November 5, 2014, and applied for the policy.  She told our customer service representative (CSR) that she was concerned about her mother’s health.  Our CSR explained the pre-existing condition exclusion, namely, that the policy would not cover any condition for which medical care, treatment or advice was given within the 60 day period immediately prior to the effective date of coverage (11/6/14).  Our CSR also discussed the 14 day free look.

The insured called our call center on November 15, 2014, and spoke to a different CSR and explained that her fiancé was ill and she needed to either request a premium refund or file a claim for trip cancellation. The CSR told her that a fiancé is covered.

0ur claims department declined the claim explaining that a fiancé was not a covered family member.  The medical report from the fiancé attending physician showed there was medical treatment in October, 2104 and the claim was declined pursuant to the pre-existing condition exclusion.

Since the insured called us within the 14 day free look period and expressed an interest in the premium refund if the claim was not payable, we will issue a credit to her credit card for a full refund of premium.  

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *******

2/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I was purchasing travel insurance online with this company, the online sales application does not clearly state that in order for you to cancel your trip for any reason and get back 75%, as per company guidelines, the trip must be insured for 100% of all costs associated with this trip. I was purchasing this trip insurance to be able to cancel it for any reason option and get back 75%. The only stipulations for the "cancel for any reason option" under the plan benefits, as quoted on their website was "Provides up to 75% reimbursement of your prepaid, no-refundable trip costs if you cancel 48 hours or longer before departure. Your policy must be purchased within 21 days of initial trip deposit to be eligible for Cancel for Any Reason benefit". I have met these two requirements! I have insured my trip for a round number of $3,000. My claim has been denied because the claims adjuster is telling me that I should have insured the trip for 100% of the cost, which came to $3150 and not $3000 which I have estimated at time of purchase. I have advised my claims adjuster that it did not state that stipulation clearly, otherwise I would have insured it for the exact $3150. In response, the adjuster told me that that wording appears on the contract which I have received after I paid for and obtained this insurance policy and it was my responsibility to read the fine print and all the stipulations of this policy. But, *** (the company) failed to include this key condition of the offer in the plan benefits explanation box which I read and relied upon to make my decision to purchase this policy in the first place.

Desired Settlement: I would like to have my legitimate claim paid for by Travel Insured International and have them correct the verbatim so it would be clear for future customers.

Business Response: Our initial determination was based on the information the insured entered on the applications for insurance.  Upon further review it appears there was no intention to misrepresent and we have given the insured the benefit of the doubt and paid the claim in full.

Consumer Response:  
Complaint: ********

I am rejecting this response because:  As of today, February 3, 2015, my claim remains rejected.  The statement from the company that stated that they have given me the benefit of the doubt and paid the claim in full is simply false.  My claim remains rejected and unpaid for.

Sincerely,
****** *******

Business Response: The payment was requested and the checks were mailed on February 4, 2015.

2/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I planned and saved for a month long trip to Europe for 2 years. In September of 2014 we went on our trip, but halfway through (while in Austria) my father in law became extremely ill and was hospitalized. My husband's mother called us and told us to come home because he was DYING. We purchased the tickets and the very next day we were on a flight back home to Detroit, Michigan. My father in law DIED while we were en route home. My husband and I decided to file a claim with the travelers insurance. It was actually something that our travel agent encouraged us to do. They asked for the death certificate (which we submitted) as well as some other random documentation, all of which we submitted. They then told us that *WE* had to contact the doctors and get the medical records for them to verify my father in law's illness. My husband and I tried for two months to contact the doctors and hospitals, and no one returned our calls. In frustration I contacted my travel agent who contacted the insurer and they finally offered to try to contact the hospital in our place. We submitted the request. A week later we received another documentation explaining that we had to have the executor of my father in law's estate sign off on paperwork so they could access his medical records. My father in law had absolutely NO assets. On top of that, his death was SUDDEN and completely UNEXPECTED. Not only did he not have an executor or a personal representative in place, no one saw the need for it, because none of us knew he was that deathly ill. I spoke to a representative who said that if we do not submit the executor paperwork they will be unable to continue our claim and it will be declined. I asked this rep to have the person working on our claim contact us (*************). She said he would call us within a 24 hour period. She could not give a more specific time. This was on Wednesday, 21 January, 2015. As of Friday, 23 January he has still not returned our call. We do not have the funds to appoint my husband executor of a non existent estate. In Michigan it can cost upwards of 3k to appoint an executor. Our claim is for 7k. And even if we get the paperwork in to access the medical records there is still no confirmation that we will receive our money back. I feel like this company hopeless against this company. As I see it: We planned a trip. We bought insurance. We had an emergency (in fact, a DEATH). We had to return home immediately. I found out that I am pregnant on the day of my father in law's funeral. Other than having to deal with his death this insurance company has been emotionally draining and stressful to me. I just want what we paid for. I want a positive resolution. Please help.

Desired Settlement: I want them to pay out the amount that we are claiming (7k). The 7k only accounts for the last leg of our trip that we did not utilize AND the tickets back home.

Business Response:

The policy excludes losses due to pre-existing health conditions and we needed medical information.  The medical provider told us they would only release medical information pursuant to an authorization signed by the executor of the decedent’s estate.  Upon further discussion the provider has agreed to give us the medical records pursuant to the authorization signed by the decedent’s son and the death certificate.  We sent those documents to the provider on 1/29/15 and told the insured the status of their claim.  

Consumer Response:  
Complaint:********

I am rejecting this response because:

As of January 1, 2014 health insurance companies are BARRED from declining people coverage due to a pre-existing condition. Why your organization, as a TRAVELERS insurance, feels it is within your right to continue this archaic practice is beyond me. And as I have said many times; My father in law WAS NOT AWARE he was ill until he DIED.  He received no treatment for his illness. He was admitted into the hospital and he DIED less than a week later.I did receive an update that they said they not have received the medical records and that our claim is being expedited, of which I am grateful. for. I am eager to see how this will be concluded. 

Sincerely,

******* *** ****

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased airline tickets and flight insurance through a travel agent to France in late April, 2014 for a trip on 8/3/14. The Flight insurance was supposed to cover flight cancellation (100%), as well as trip interruption (150%), emergency accident and sickness medical expenses ($50,000), emergency evacuation & repatriation of remains ($1,000,000), and more. My wife had been undergoing chemotherapy for lung cancer for over 2 years and the disease was considered stable at the time of our arrangements. In late June she underwent tests (CT scan, MRI) to ensure that her condition was still stable. The results of the tests showed massive spreading of the cancer to more than 20 sites in her brain. We cancelled our trip on 7/9, consistent with the requirements of our insurance. The agent was able to cancel the airline reservations on 7/14. Medical justification was sent on 7/23. It took 2 months for the airline to send notification that a refund was not authorized. I therefore contacted "Travel Insured International" (TII). During that interval my wife passed away. I am her personal representative. I accumulated documentation that fully responded to every question on the TII multipage form. I finally received a letter from TII on Dec 3,2014 dated 11/17/14 stating that TII would send a 2nd request to my wife's oncologist to check the accuracy of my submission. In response they received the same information I had sent in October. The TII determination (dated Dec.16), finally received On Jan.2,2015 concluded that "benefits are not payable". Their reasons site "physician did not certify that a sickness (or injury) resulted in medically imposed restrictions at the time of cancellation" The doctor answered "Yes" on his statement. A 2nd reason for denial given in the Dec.16 letter states that my wife must be seen back at the doctor's office on 8/7/14. Huh? Doesn't that show that TII knew the original trip had to be canceled?

Desired Settlement: Refund the original price of the tickets without further delay.

Business Response: We have paid this claim after reviewing additional information the insured sent to us on 1/13/15.

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased "cancel for any reason" insurance for my son's Senior class trip with ********** and Travel Insured is the company to file the claim with. I provided all documentation needed including a receipt which reflected "purchased premium cancellation insurance" and a copy of the original flyer for the trip (it's ridiculous they even wanted this, who holds a copy of this? Luckily, the teacher who is managing the tour at my son's College Preparatory School had a copy). I called travel insured today and they stated they are trying to get proof how the insurance was paid from ********** despite my sending a receipt, bank statement, etc. They supposively sent this request to********* and myself on 12/23/14; I never received any communication from them (even checked my spam folder of my email) and only found out about additional documentation needed by checking the status of my claim on-line. I spoke with *** at Travel Insured today and she said they have not attempted to reach ********** since 12/23 and will only do so via email to a general delivery email at**********, they will not call them. I have provided all documentation and receipts needed, it is ridiculous I have to do all the leg work on this and they do nothing.

Desired Settlement: Full reimbursement/payment for the balance of the trip which I cancelled, I had "cancel for any reason insurance" on this trip.

Business Response: The initial claim notice did not give us sufficient information and on 12/9/14, we sent an e-mail to the tour operator requesting additional information.  We sent a second e-mail on 12/23/14, and on 1/14/15, we  called the tour operator and then called the insured and told him that the claim for $225.00 was approved.  The claim check was mailed on 1/15/15.

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance for a trip to Germany accompanied by my German Shepherd Dog, an Emotional Support Animal. We were part of the USA Team competing at the **** ***** ************* for German Shepherd Dogs. My dog became seriously ill, and was not able to complete the trip. A letter from the vet, as well as a letter stating that the dog was an ESA was provided. The president of the ********* sent a letter stating that I was no longer a participant of the event as a well. The claim was denied because the illness was in a dog, which is not a person, therefore not covered. I am not able to travel without the dog due to a disability. The company is unwilling to adjust their policy regarding illness to include an ***. They have no exclusions regarding service animals or ***'s.

Desired Settlement: I would like Travel Insured International to acknowledge that thousands of animals travel as companions with their humans each year and that they should be included in policy coverage. I would like my airline ticket refund of $3300.00 approved and sent to me in the form of a check. I would like for people with disabilities needing service animals and ***'s to be covered in the event that the animal becomes ill and they cannot travel, no fault of the human. I would also like an apology from Travel Insured International for the emotional stress their denial of my claim this has caused me.

Business Response:

 

December 29, 2014

 

Re: ***** ******

ID #********

Plan # ******

 

 

Ms. ****** submitted a claim for Trip Cancellation benefits under her *** ****** Deluxe Ticket Protector Plan. Upon review of the information provided we have determined that her claim is not payable.

 

Ms. ******’s claim was first created on August 18, 2014 due to employer termination. Claim forms were then emailed the same day as there is coverage if the insured is prevented from taking or continuing the covered trip if the insured's or insured’s traveling companion are laid off from employment.

 

On October 2, 2014, we received her claim forms along with the supporting information. Under the brief explanation for the circumstances of Ms. ******’s claim, she indicated she canceled her trip due to the illness of her teammate canine and removed from the world championship team. She also indicated her canine is a registered emotional support animal that without it she cannot fly.

 

This reason was not consistent with the one provided when her claim was first initiated. Claims Analyst ****** **** contacted Ms. ****** on October 10, 2014 to discuss the reason for her claim. She stated the event was canceled and she was taken off of the championship team. Her dog was ill and so she canceled her trip. When the Analyst inquired about the employment termination reason, Ms. ****** stated she chose to leave her job due to unpleasant circumstances. Ms. ****** did not want to pursue her claim under employer termination. Ms. ****** was then advised there were covered reasons for cancellation under her policy and an illness of her canine is not a covered traveling companion as defined in the policy. She responded that she would be contacting her lawyer and will continue to pursue the appeal until the claim is paid.

 

A copy of her policy along with her original declination letter was emailed to her by the Analyst on December 18, 2014. The Analyst pointed out that the policy’s document lists the covered reasons for Trip Cancellation and the policy’s definition of a traveling companion means a person.  She was advised her canine traveling companion, even though it was an emotional support animal, is not a covered reason. Unfortunately, the illness of an animal is not a covered reason for cancellation and was advised that was the reason for her denial. She was encouraged to submit additional information if she felt our information was incorrect.

Consumer Response:  
Complaint: ********

I am rejecting this response because:  TravelInsured  failed to respond the the letter from my counsel with *********.  TravelInsured also failed to acknowledge that under the American Disability Act, policies are to be adjusted /changed when service animals are involved.  I requested their policy on service animals with no response.  

Please provide me with that information as I represent one of thousands of individuals that require air transportation with their canines.
Also, ********* does not offer choice of insurers.
This is my first experience flying with ********* and my first time purchasing travel insurance.  There is no customer support representative available from TravelInsured when purchasing the insurance.  It is not with malicious intent that I have filed this claim.  The critical illness that my canine experienced was unexpected.  My canine is my companion, my protector, and my family.  He is allowed in any establishment, and is always by my side.  
I have engaged numerous members of dog organizations that have contacted other travel insurance companies who confirmed that with a veterinarians statement of the canine's illness, which you have on file, the claim would be paid.  Your policy is discriminatory.
Sincerely,

***** ******

Business Response:

Ms. ****** purchased airline tickets for herself and her German Shepard for a competitive event in Germany. Unfortunately Ms. ******’s dog became ill; therefore, she cancelled the trip. The plan provides trip cancellation coverage if an insured cancelled due to an illness of themselves or a traveling companion.

The plan defines a traveling companion as a person who is sharing travel arrangements with you.

 

A dog does not meet the definition of a traveling companion; therefore, benefits are not payable.

 

We are not required by law to provide coverage for emotional support animals.

11/20/2014 Advertising/Sales Issues
10/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a travel insurance policy in June 2014. This policy was for travel to a number of places in Asia and Europe scheduled from June 16, 2014 for some 41 days . Whereas I was able to complete most of my travel, I cancelled my trip to Israel as a result of a ****** attack on Israel that began just before my planned arrival in Israel (in mid July 2014) and continue during the entire period that I was to be in Israel (through last July 2014). As a result of this cancellation, I was unable to use an airline ticket that was to take me from ***** ******** to *** **** ****** on ********* Airlines. This ticket cost $155 and was non-refundable. According to this travel policy, I would be covered for unused travel expenses should I have to cancel as a result of terrorism/terrorist incident. According to the US State Department, ****** is considered a terrorist organization, and as per a transcript retrieved from the US Department of State website following a press conference led by the official spokesperson of the US Department of State, the attack on Israel was indeed described as an act of terrorism. Yet when I called this insurance company to file a claim, the representative -- without checking any records or verifying any files -- flatly stated that is wasn't terrorism and that the claim if filed would simply never be paid. There was no discussion. Yet when I pressed the case, she indicated that I had the right to file the claim. The outcome, according to the woman, would be as she stated however. I did file the claim, and it was denied. When I pressed my case, I was told it simply was not terrorism. Whereas my documentation had been received, it was not taken seriously. Hence, I am filing this complaint. The policy was advertised in a certain way , and the benefits indicate that acts of terrorism would be covered. I hence paid $95 for the premium for a service not rendered and for a product falsely advertised. It was not a matter of me changing my mind for not travel to Israel, but a serious situation involving terrorism and violence against civilians. Sincerely, *** ** ********-

Desired Settlement: Either credit me for the $95 premium or paid my claim for the unused airline ticket in the amount of $155.

Business Response:

The insured’s policy provides Trip Cancellation/ Trip Interruption benefits for a terrorist incident that occurs in a city listed on the itinerary within 30 days prior to the scheduled departure date.

The policy defines a terrorist incident as an incident deemed an act of terrorism by the U.S. Government.

The event that caused the insured’s interruption of his trip was not deemed an act of terrorism by the U.S. Government; therefore, benefits are not payable. 

9/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This spring we were on a bus tour in ********* after a flight from the **. Three days into the tour, I discovered my camera & binoculars were missing from my luggage. I was unaware if the items were taken while in possession of the carrier or in the hotel rooms. Therefore I did not file a report as one of the parties was innocent. When we returned to the **, I filed a claim with Travel Insured International and it was denied because I had not file a report with the airline. I asked if I could file a delayed report and received no reply and another denial of the claim. They are denying the claim on a technicality.I request your help in resolving this claim. If it is denied, I want to file a complaint against Travel Insured International to prevent this deceptive business practice. The claim number is ********.Thank you****** ** ****** ****.

Desired Settlement: Reimbursement for replacement costs of the items.

Business Response:

The policy requires the filing of a loss report with the authorities. The insured did not file a report and under the circumstances he described, we will pay his claim.

The policy pays for the actual cash value (cost less proper deduction for depreciation) at the time of loss, up to $250 per item. The insured stated that the lost items cost $400 and $420. Since he did not have proof of those payments we applied a 50% depreciation factor.  If the insured provides receipts, we will adjust the claim payment. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****.         Thanks to you for your help! 

 

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son missed a trip that we had insured through Travel Insured International. The process to get your claim settled is time consuming and extensive. This company seems to be prolonging the process with needless paperwork. We have given this company their required paperwork from the doctor, a written doctor's excuse, and a copy of the medical transcript from the doctor showing that our son was at the doctor on the date of the trip and could not attend. This was not enough. We have been waiting for over a week for the doctor to fill out even more paperwork that was sent to her in the mail confirming the dates of his visit.

Desired Settlement: I would like for our claim to be settled as quickly as possible with no more paperwork or hassles. I would also like the $25 back that I paid for this phony insurance!

Business Response:

The insured’s policy provides trip cancellation benefits if a sickness necessitates medical treatment at the time of cancellation and results in medically imposed restrictions, as certified by a Legally Qualified Physician, which prevents the insured’s participation in the covered trip.

The date of cancellation was 05/07/14.

According to the attending physicians statement completed by *** ******, the insured was treated on 05/08/14 for his sickness.

We are contacting the treating physician to verify if there was treatment at the time of cancellation. Upon receipt of this documentation, we will complete the claim review. 

Consumer Response:  This company has already received three different documents from the doctor detailing treatment. They are trying to prolong this process to hold on to my money. If you are reading this complaint as a consumer or agency, do not under any circumstances use this company!

 

Complaint: 10110923

I am rejecting this response because:

Sincerely,

Sharon Eddy

Business Response: We apologize for the frustration. We have completed the claim review and paid the claim in the full amount. The check will be mailed out tomorrow. 

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******* **** of Travel Insured , Sr. Claims Analyst, is handling the claim & she keeps asking for the same info to be sent, I have sent it twice, & try to talk to her by phone, she is never available, always says I will get a call back, this is not happening nor does it work just at her convenience seems no other person can handle this, only one supervisor, ***** & not available util Monday & I will be on vacation.The hospital is pressing me to pay the bill so I would like to get the claims resolved.Can you help in some way? Thanks ****** *******

Desired Settlement: Need to talk to someone who can see the info & deal with the claim!

Business Response: Some of the documentation was overlooked in the review of the claim. We apologize for the delay in completing the review. Payments have been issued. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:  not all of the claims have been paid, I resent the info they overlooked & also some further claims.  When all is paid I will be satisfied.

Sincerely,

****** *******

Business Response: The claim review has been completed. Payment in the full amount of the claim is being mailed today. 

6/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I paid $1,102 to Travel Insured International via their Agent, ******* ****** ******* ********** *** who booked our $14,497 vacation trip 10/1/14 and sold us her firm's preferred Travel Cancellation Insurance. We cancelled on 2/20/14, 83 days ahead of our scheduled 5/13/14 trip due to our Daughter in Law informing us she had just been confirmed by her Doctor as pregnant 10/4/13 (3 days after we had booked and paid for our trip and trip insurance). We wanted to attend our first grandson's birth which was projected to take place on our departure week. Our Travel Agent and my wife and I thought we had met the requirement that pregnancy must take place after we purchased the trip and insurnace. But Travel Insured told all of us that the CONCEPTION occured prior to the trip being booked and therefore not covered, refusing any of the $5,074 claim we had made for lost trip costs. How can an insured know their DIL conceived prior to booking a trip when our own DIL did not and could not know she conceived until she was formally confirmed pregnant by her Dr.? Travel Insured's advertised flexibility and broad and reasonable coverage is actually misleading in that no close family member expects to discover pregnancy coverage in Travel Insurance is virtually impossible to cover per this clever and misleading interpretation of the Policy. We had no way of knowing about when a pregnancy originated vs. when to book or not book our trip EXCEPPT from discovering when our DIL was confirmed pregnant (per a written Physican's Statement saying when she was confirmed pregnant). Travel Insured should not advertise that they cover Grandparents wanting to be at their Grandchild's birth if this is their position for coverage. Nor should their Agents selling the Policy be as ignorant as we were in the coverage. We were misled and short changed in the no coverage decision and in the way the Travel Agent selling the Policy was not properly knowledgable of the Policy benefits as described it to us.

Desired Settlement: We gave a generous and timely notice of cancellation to the Insurance Co. but are left to absorb the $5,074 loss we incurred due to the cancellation despite having paid an additional $1,102 insurance fee for what we thought was reasonale trip cancellation insurance. We would like to be refunded our $5,074 loss and sincerely feel that is a very reasonable request under the stated circumstances. Also, Travel Insured should do a much better job at training their sponsoring Travel Agents.

Business Response:

The referenced policy purchased provides trip cancellation benefits if an insured will be attending a Family Member’s childbirth as long as the pregnancy occurs after the effective date of coverage and can be verified by medical records.

 

The policy effective date is 10/02/13 and the medical records we received, show the family member visited her doctor on 09/26/13 and was estimated to be at 7 weeks 2 days gestation. 

 

Since the pregnancy did not occur after the effective date of coverage, benefits are not payable. 

 

Attached is correspondence from the insured to the travel agent confirming that they knew the pregnancy occurred prior to the booking.  

Business Response:

 The customer, in the original complaint submitted on 5/21/2014, stated: “Our travel agent and my wife and I thought we had met the requirement that pregnancy must take place after we purchased the trip and insurance”. Their understanding of the policy language is correct. The policy states: “…as long as the pregnancy occurs after your Effective Date of coverage and can be verified by medical records”. The medical records show that gestation commenced approximately 7 weeks and 2 days prior to 09/26/13, well before 10/2/13, the Effective Date of the policy.

Consumer Response:  
Complaint: 10060847

I am rejecting this response because:

 
Travel Insured has not addressed the very clear points outlined in my previous rebuttal. Yes, we understood that my Daughter in Law's pregnancy was confirmed After we booked our $14,000 trip BUT we did not understand (and neither did their Agent that sold us the Trip Interruption Policy) that the definition of being Pregnant was at Inception instead of how all of us learn about a pregnancy - when the Doctor tells you...Not looking back with hind site to when a person actually conceived.
 
Our point remains that Travel Insured's Agent (our booking travel agent) sold us their Policy, did not understand the exact terms (like us), and evidenced that confusion by the Agent's written complaint back to Travel Insured (we copied that complaint letter in our response). We, and the Agent selling us their Policy, did not understand the detailed Policy Term definitions. How can we be required to understand the Policy terms if their selling Agent did not?  
 
We were misled to believe that we had a full and virtually riskless travel interruption policy - as inclusive as a policy could be.  Turns out we did not. Travel Insured should bear the responsibility of having their Agents fully trained and knowledgeable about insurance products sold to us.  If not, they can unententionally mislead travelers.  Travel Insured's actions to date indicate a concerted effort to ignore our complaint about how the policy was sold to us, their responsibilty for that, and the unclear language regarding when one is told they are pregnant (an actionable event) vs. when, in hind site, one is told they actually conceived (an event Travelers do not have control of to govern their purchase of travel insurance). Travel Insured is responsible for the actions and selling practices of their Agents. They apparently value reduciing claims at any cost, over taking the responsibility that is clearly at their door and doing the right thing in honoring our claim. 

Sincerely,

  **** *******

6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance with Travel Insured International for airfare, hotel and rental car for a long awaited family trip to Orlando. I opted to purchase the 'cancel for any reason' optional coverage. We missed our flights as my daughter was sick on the way to the airport and vomited all over herself. She did this twice. Both times we had to pull over and strip her down to clean her up, unpack suitcases to find her clean clothes and then dress her again.We missed the boarding by 3 minutes and the airport would not check us in.I was denied the claim for the cost of the trip because the cancellation was outside 48 hours of the departure. That clause alone is contractictory to the title of the coverage. Cancel for any reason implies exactly that. The disclaimer appears to be written as a 'get out of paying anything' by the company. It was a medical reason for missing the trip, although there was not a doctor on the 405 freeway at that time to sign off on what was wrong with her. We tried to book a later flight but despite a great effort from the airline company, they could not get us to our destination on any future flight as they were all booked up (it was Spring Break and there were 4 of us travelling). I disputed the denial with the insurance company but they stuck by their 48 hour rule to get out of paying. It is an expensive add-on to a policy which serves no useful purpose to the customer, yet is very remunerative to the company.

Desired Settlement: I'd like them to process my claim.

Business Response:

The plan provides trip cancellation benefits for a sickness which necessitates medical treatment at the time of cancellation and results in medically imposed restrictions, as certified by a Legally Qualified Physician, which prevents the insureds participation in the covered trip. There was no documentation from a legally qualified physician certifying that a sickness resulted in medically imposed restrictions; therefore, benefits are not payable.

 Under the Cancel For Any Reason benefit the insured must be prevented from taking the covered trip for all reasons up to 48 hours prior to departure.  Since the incident did not occur 48 hours prior to departure, benefits are not payable. 

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travel Insured has not responded to my claim. They say they have not received my faxes or letters. They are simply stalling in the hope I will give up. Not yet.They are as unhelpful as the selling agency ****** Travel.

Desired Settlement: To be refunded the remainder of my trip cost as per contract.

Business Response: We received the insured’s documentation on 05/05/14. The claim was processed and payment in the amount of $386.00 was made on 05/08/14. This payment is for the penalty incurred minus the non refundable insurance premium.

5/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To my knowledge this company was built on a foundation of family values and exceptional customer service. Unfortunately, today this company is giving me a hard time regarding paying for the claim. I sent all the proper documents to do so and they are pushing to revile what truly is wrong with my daughter. At this time she has been hospitalized for MVP and is under going evaluation for Gull bladder Stones. I really am disappointed in this company and plan on going the distance for something to be done about this issue. Its sad they are acting like this for a 15 year old girl who couldn't go with her class due to her illness. What we thought was minor in the beginning actually turned out to be something big.

Desired Settlement: We paid a total of $2,595.00 for the travels and we expect the same back.

Business Response:

According to the Trip Cancellation claim form submitted, the reason for cancellation was due to a nervous breakdown. The plan excludes losses due to mental or nervous conditions, unless hospitalized and since the Attending Physician’s Statement (APS) did not show a diagnosis we requested the physician’s office notes. We were told that there are no notes for the dates of treatment shown on the APS.  The plan requires treatment at the time of cancellation. 

 We will review this claim when we receive any additional medical information that identifies the diagnosis and the dates of treatment.

Consumer Response:  
Complaint: 9992356

I am rejecting this response because we submitted the proper paper work for her.  My Dr. is the one who put a note to them stating it was a medical condition I on the other hand put the nervous condition due to my lack of knowledge in the health care.  As I stated earlier we are still under going the medical condition treatments.  They feel she was having what they call MVP.  I don't appreciate them belittling my daughters condition due to them not wanting to pay a claim.  The Dr's note we provided stated a Medical Condition period not anything different there fore there needs have been met and they need to provide us with the proper payment we requested.  

 

Sincerely,

Sean Kidwell
###-###-####

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We paid for travel insurance for a 4 leg trip. One of the common carriers changed its itinerary, a change that required that we buy new airline tickets and continue our trip from a different city than originally planned. This change required that we incur unexpected additional costs in airline tickets, transfer fees and hotel costs. While the insurance company did reimburse us for the unused, prepaid, non-refundable airfare we had paid for one leg of the original trip that we were unable to use, it has refused to pay for the additional costs we incurred in order to continue and complete our trip.We have asked that they, Travel Insurance International, reimburse us for the additional airfares, transfer fees and hotel costs we incurred in order to continue and complete our trip, costs that were a direct result of the decision made by the common carrier and over which we had no control. They have refused to do so and as of today we have had no indication that they will. I submitted an appeal again today. The reason we paid over $2000.00 for this insurance was to cover unexpected delays, cancellations, interruptions or emergencies that might arise on this trip. I do not think that they are keeping their part of the agreement.

Desired Settlement: We would like the insurance company to reimburse us for the additional costs that we incurred in order to continue and complete our trip. These costs include the difference between the cost of the original ticket (unused) and the new tickets ($868.00)we had to buy, the additional transfer fees ($118) and hotel costs ($160.38).

Business Response:

The insured’s policy provides reimbursement for the cost of the ticket or the reissue fee charged by the airline if the travel supplier cancels the Covered Trip.

 

We have made the following additional payments:

 $1736.60 for the additional airfare

$118.00 for transfers

 

The hotel costs of $160.38 are non-refundable under the policy. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Martine Orr

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I booked a trip through a travel agency which was insured ($2,280 for insurance!) with this company. The original trip was in 3 parts - flights from Houston to Athens and a cruise from Athens, Greece to Alexandria, Egypt; over night in Cairo and a flight to visit friends in Doha, Qatar; further flights from Doha to Cairo to Nairobi for an EA safari and then flights back to Houston. After all these non-refundable arrangements were paid for, the cruise line notified our travel agent they would no longer go to Egypt but return to Athens from Israel. The travel agent had to book more flights (Athens through Doha to Nairobi - $1,764.20) and a night in a hotel in Doha with meals ($358.46). Also, during the safari one of the lodges did not provide the services the tour operator told us in writing were included ($1200).We filed a claim (Kristen Stewart) with 20+ pages of documentation and the company issued a check ****** on 2/20/2014 ONLY for the unused plane tickets from Cairo to Doha to Nairobi ($1,346.20) and stated this was for the unused, pre-paid and non-refundable portions of our trip. We have not cashed their check and sent several more e-mails explaining that this was not correct. In several more e-mails we have requested payment for our other covered expenses - additional airfare expenses (Athens to Nairobi), additional meals and hotel, unused hotel in Cairo ($108.15), and non-provided services on safari. We have had only canned form letters from the company saying our e-mails were received. No written explanation has been forthcoming from this company even though our policy states the company must notify us in writing of the rejection of any claim and the reasons for the rejection. We believe we submitted extensive documentation to back our claims.

Desired Settlement: We would like to be paid what we claimed under this policy and something more for the aggrevation they have caused us by their lack of response in an appropriate manner.

Consumer Response:  
Complaint: 9970701

I am rejecting this response because: See copy of e-mail (with an attachment) sent to Travel Insured.  complaints@ct.bbb.org was included in the cc list.  Many thanks for your help! 

Sincerely,

Mary King

Consumer Response:  
Complaint: *******

I am rejecting this response because: the information listed by Travel Insured is not correct.  I have e-mailed Ms. Raymer and also BBB indicating our initial policy for this trip was Plan Number *************** and the paid date was 7/30/2012, within the 21 day timeframe.  My understanding from *** Travel, agent for Travel Insured, is that when we met a certain monetary limit for the trip, TI issued another policy.  In my original documentation Attachment 12  shows the payment for the policy AND the refunds for the original policy.  Thus we were insured by TI for this entire trip from 7/30/2012.
Sincerely,

Mary King

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I arranged travel insurance with this company in case I was unable to follow thru on my Cruise to the Bahamas Dec. 8th. Had arranged for ride to the airport Dec 7th to meet with companion in Fort Lauderdale. Little Rock AR had an Ice storm Dec 6th. Dec 7 the temperature was in the 20's and my ride was unable to get out of the drive due to ice. Public transportation was not moving that morning. The day before flights were cancelled out of Dallas and Houston, and Little Rock. Those passengers had to be rebooked for another flight. Checking with my airline my flight was delayed and could not quantee a ticket out on Dec 7th to arrive in Fort Lauderdale in a accommodating time frame for an elderly person. Being as there were no definites available and possible meeting Cruise on time. I called companion and cancelled our Cruise. I was reimbursed for the Hotel, Air plane ticket, and the professioal symposium I was attending on the Cruise. I was the only insured person due to my being the payee for the cruise. I put in a claim for $1696.28, the cruise portion due to dangerous transportation Dec 7th. I was denied. Being on a fixed income, I needed this refunded to me. The whole professional trip could be claimed on my Income tax which would be refunded in 2013. I feel this was an unreasonable outcome on the part of Travel Insured International.

Desired Settlement: Refund the Cruise fee of $1696.28

Business Response:

The policy purchased provides coverage for Trip Cancellation for the listed covered reasons. Cancellation due to dangerous transportation is not a covered reason for cancellation. We did confirm with the insured’s airlines that her flight was delayed; however, she was re-booked that same evening at 10:00pm. We have reimbursed the insured the maximum amount payable under the Travel Delay benefit of $500.  The traveling companion had a separate policy that we also paid the Travel Delay benefit of $500.  

Consumer Response:  
Complaint: *******

I am rejecting this response because: I am a Veternan of the Vietam conflict and a Senior Citizen on a fixed income.  This cruise opportunity was a professional symposium of which I would be able to deduct from my Income Tax.  I was the soul provider of this whole trip.  My companion, a Senior Citizen, was to meet me in Fort lauderdale the day before the ship leaving port to ensure our getting on board togather.  We were to stay in a reserved Motel overnight and get a ride to the ship in time for boarding.  Everything was arranged except the weather.  I purchased the Travel insurance to cover any discrepancies in my plans.  I found out the flight was delayed the AM of Dec 7th and that public transportation was unavailable.  This meant I would miss my connection from Houston to Fort Lauderdale.  I asked if there was another flight out and was not assured a seat due to flight cancellations the day before.  Therefore in mine and my companions best interest for our well being I was able to cancel everything but the cost of the Cruise without penalty.  My companion was also able to cancel her transportation without penalty.  In conclusion, I feel it is reasonable for the insurance company to reimburse me the remainder of the Cruise payment of $696.28 for the circumstances that I have truthfully stated due to inability to continue my trip as scheduled.  Thank you for your assistance in bringing this to the attention of other travelers in the same situations which has been frequent this winter.
Sincerely,

B Atwood

 

Business Response:

Our insured said that she cancelled her trip because her friend could not drive her to the airport due to icy road conditions.  This is not a covered reason for payment under the Trip Cancellation/Interruption benefit.  This benefit provides coverage If weather caused a complete cessation of services of her common carrier for at least 24 consecutive hours however, we have not received documentation to show that.

 The Trip Delay benefit provides payment up to $500.00 if a documented weather condition prevents an insured from getting to a point of departure.  We paid the insured  $500.00.  We also paid her travel companion $500.00 under the travel companion’s policy.

2/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase insurance from "Travel Insured" for a cruise my husband and I were going on. Within the first day of the cruise, I unfortuntely became ill. I immediately proceeded to contact Travel Insured to ask and confirm what documentation I was going to need to make a medical claim. I was informed to obtain all documentation and receipt to make a claim. I did provide all documentation and receipts and filed a claim on 12/23/13. I called Travel insured on 01/22/14 to obtain a status of my claim. I was informed by the representive that the account manager was reviewing my file and would contract me by with phone or email within the next 24 hours. I never received correspondence. I contacted Travel Insured on 1/24/14 and requested to speak with the person who was handling my file. I was then connected to ***** ******* He then proceeded to ask me if I saw a medical doctor while I was on the ship and if that doctor put something in writing stating that my medical treatment required my to have acupunture? I responded by saying that according to my certificate of insurance states on the front page " Medical claims: Obtain receipts and a letter from the service provider stating the amount paid and listing the diagnosis and treatment." I reminded him that I called into Travel Insured and was informed to provide my receipts and documentation for the service provider and that wasall I was told. I did infact seek license service provider and she did provide a break down of my diagnosis code(s), procedure code(s), and amount paid with receipt of payment. ***** then proceeded to inform me that I would be receiving a denial letter in the mail and I could appeal it. He wouldn't give me their physcial address to send any legal corresponance to.

Desired Settlement: I would like to receive a refund for my medical expenses that I incurrred while on my vacation. I have provided all documentation for my expenses and show diligence with my communication and documentation on this matter.

Business Response:

The plan reimburses for medical expenses that are incurred by you while on your covered trip for treatment, including services and supplies that are recommended by a physician.

 

A physician is defined as a licensed practitioner of medical, surgical or dental services acting within the scope of his/her license. Since the acupuncturist that treated the insured is a licensed practitioner of medical services and was acting within the scope of their license the medical expenses incurred are payable.

 

A check for $1734, the medical expenses incurred, has been issued.  

12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance for a trip to Israel for 04/23/2012-05/07/12. During the trip I had a catastrophic illness which required an operation on my spine, an extended hospital stay including intensive care, then rehabilitation physical therapy. My wife had to stay in an hotel, eat, take taxis and be with me there. I filed a claim to be re-reimbursed for those expenses which hass not been resolved or paid.

Desired Settlement: I would like my hospital bills paid to the extent of the contract which we bought in good faith

Business Response:

We paid the insured $30,021.77 for his emergency medical evacuation. His policy also provides reimbursement of medical expenses incurred while on the trip. The policy states that: “The insurance provided by this policy is in excess of all other valid and collectible insurance or indemnity. If at the time of the occurrence of any loss there is other valid and collectible insurance or indemnity in place, the company is liable only for the excess of the amount of loss over the amount of such other insurance or indemnity and applicable deductible".

To determine what we can pay, we need to know the portion of the medical expenses that are payable under any other insurance. The documentation we received shows that the insured may have coverage under several insurance policies. On several occasions we asked the insured to file a claim with the other insurance companies and to send us their Explanation of Benefits paid. We have not received that documentation and we will review his claim when we receive that documentation.

The policy does not provide reimbursement for his spouse’s hotels, meals, and transportation expenses.

Consumer Response:  
Complaint: *******

I am rejecting this response because:  The information has been provided to Travel Insured International and is well known to them.  Duke was not covered under "several insurance policies", he had primary health insurance in California provided by Health Care partners and travel insurance.  A claim was submitted to the primary insurer who declined to provide coverage.  Their remittance advice was forwarded by FAX 03/06/13 ***** *********.  Thus Travel Insured International is required to pay those amounts due under their policy.  In additiion, although they paid for medical evacuation, the situation was handled very badly even though Duke filed a complaint only with the nurses association which provided escort service.  The biggest problem was this:  Duke was transported on a guerney as a quadrapeligic, escorted by two nurses, while no provision was made for his wife to also return home even though the travel insurance covered them both.  Except for the diligence and effort of ElAl Airlines in changing a stand-by ticket purchased by her, it would have been even worse.

Sincerely,

Duke Jones

12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased and paid for travel insurance for a wedding trip to Paris. I had to cancel the trip due to medical reasons which under the policy is 100 percent refundable. When I purchased the policy I was told that a cancel for any reason was 75% refundable but a cancel for any medical reason was 100% refundable. I had to cancel the trip because of an unexpected illness which led to surgery and used all my leave. I provided all the documentation to Travel insured.When I filed my claim Travel insured stalled in processing claiming that they needed more information. All the information they needed was provided to them when I filed the claim. Travel insured ignored the medical reasons for the cancelation and paid 75% of my cost. This left a balance of $1000.00.In addition to the $1000.00 balance I have spent a total now of about 6 hrs on the phone, writing e-mails and filing this complaint. As this takes away from my time I bill at $200.00 an hour. I also had to pay interest on accounts because of Travel insured stalling on the claim which comes to about $74.00

Desired Settlement: Travel insured needs to pay the amount of the policy under the medical cancelation. They also need to pay for the interest I had to pay and for my time that they wasted. I might be willing to settle for less than the $1200.00 for my time if they pay quickly. If Travel insured continues to stall then I will demand the full amount plus any additional time and interest charged to me.As Travel insured was acting as an agent of **** a separate complaint is being filed against USAA.

Business Response:

Under the plan Mr. Preciado purchased thru Travel Insured International, sickness is a covered reason if it results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the trip.  According to the documentation submitted, Mr. Preciado was ill at the end of 2012 and used all his earned paid vacation time at work. On April 20, 2013, Mr. Preciado cancelled his trip because he had no more paid vacation time and was unable to take unpaid vacation. Since there was no sickness that resulted in medically imposed restrictions as certified by a physician at the time of loss, April 20, 2013, this is not a covered reason for cancellation; therefore, benefits were paid under the Cancel For Any Reason benefit.

No additional payment is due to Mr. Preciado.

Please note, Mr. Preciado purchased and paid for the insurance policy directly with Travel Insured International. Coverage was not provided by ***** 

10/21/2013 Problems with Product/Service | Complaint Details Unavailable
10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked an international flight for vacation purposes about 3 months ago, and purchased with it full insurance for the trip from this company. To make a long story short, my flight was cancelled due to a fire at ****** airport, after waiting hours at the airport to find out whether it would still fly out or not, and had to be rescheduled for 4 nights later, effectively cutting my trip in half. My wife called the insurance company when we found out the flight was cancelled to find out what would be covered by our insurance and if I would be covered to take a taxi home. The rep told my wife that I would not be reimbursed for taking a taxi home. It took me a bus, a train, and 2 hours to finally get home (my wife was already overseas and could not pick me up, I had already paid someone *** to take me to the airport). After my trip I called to see what kind of reimbursement my insurance would provide for my trip delay (that is why one buys insurance!). I was told that if I had stayed in a hotel, saved food expense receipts, or taken a taxi home from the airport I would have been able to claim all of those expenses. They called it a miscommunication that I had been told otherwise. Finally, the rep (*****) agreed that the company had made a mistake, and then proceeded to inform me that since there was no way to put a $ value on this mistake they could not go ahead and reimburse me. I think the taxi fare is a good start!They were still happy to reimburse me for my train fare though (they must have said that 1000 times, like it was some conciliatory prize)The company keeps reiterating that I am not entitled to reimbursement for a taxi fare as I never took the taxi home from the airport. I think they just dont get it. They told me I would not be reimbursed for the taxi ride, that is why I never took the *** - *** taxi rideIt was like pulling teeth to get this company to admit it made a mistake. A mistake that they are not willing to do anything about.

Desired Settlement: I would like them to pay for the taxi ride that I was entitled to under the insurance contract

Business Response:

BBB Complaint Case # *******

Dear Sir/Madam,

We reviewed the phone recordings between our Customer Service Representative and the customer’s spouse on 09-17-13.  Our representative advised her that the taxi back to his home as a result of the flight cancellation would not be covered.  The Trip Delay benefit does reimburse for additional transportation cost.  The customer’s spouse told our claim manager that the estimated taxi fare is **** and he told her that we, as a good will gesture, would pay that amount when we verify the cancellation.  A check for **** was mailed on 10-16-13.

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

******* *****

10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Upon scheduling our vacation with the ******** ****** ******, we opted to take the insurance policy protecting our deposit in case of a medical reason for not being able to proceed with our trip. We were told even if the medical issue was as minor as a flu, our money would be refunded. The sales person convinced us it was an excellent idea. Shortly after booking the trip, I discovered a medical issue that prevented me from proceeding with the trip. I contacted ******** *****l and explained things to them, and they instructed me to get a doctor's note detailing the condition. Even after producing the doctor's note, and presenting everything required to the insurance company ******** uses, including copies of our deposit checks from our credit union, I was still denied the return of my deposit. Even after delivering the required documentation, there was no return call or letter sent to me explaining why. I had to call them back myself to discover the denial of our claim through a rude customer service representative. I am an unemployed mother of three small children on a limited income, along with a newly discovered medical issue and feel I was misled into taking the insurance policy by someone who was either uninformed as to the details of it, or worse, intentionally mislead into buying a product that proved to be useless. On my limited income, I have no other resource to pursue this other than to contact you. I hope you will investigate this quickly, and resolve this matter so my family can put this ordeal behind us. I am only a mother who wanted to give my children a nice vacation.

Desired Settlement: The best resolution to this matter would be the return of the money promised back to us, in the amount of $********. It is the agreed upon amount, and what we expected to have returned to us.

Business Response:

 

BBB Complaint Case# *******

Complaint Case #: *******

Dear Sir/Madam,

The medical condition that prevented Insured from travelling is excluded under the policy.  According to the information her doctor submitted, she has a "severe ******" and "cannot fly".  The policy excludes mental or nervous conditions unless hospitalized.  According to the documentation submitted, ***** ***** was not hospitalized.

Sincerely,

***** **********

Claims Manager

9/17/2013 Problems with Product/Service | Complaint Details Unavailable

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