Customer ReviewsforTravelex Insurance Services, Inc.

I recently used teavelex because insurance was required and my agent recommended them! I was not able to board my plane because of a supposed problem with my visa! Turns out visa was OK! I files a claim and was denied! Bottom line, travelex are crooks and will do anything they can to deny your claim!

Thank you for reaching out to us on the BBB consumer website, Travelex Insurance Services, Inc. (“Travelex”) reviews all concerns. Berkshire Hathaway Specialty Insurance Company (“BHSIC”) is the underwriter and claim administrator for the Travel Select policy you purchased. Travelex does not make claim determinations. It is important to remember that insurance is highly regulated, all benefits, terms, conditions, limitations, and exclusions of the policy apply, and documentation is required, for any claim. To help clarify the denial letter you received, the plan you purchased contains specific named perils where Trip Cancellation would be covered. The reason you submitted for cancellation, (denied boarding due to an incomplete Visa) is not included in the named perils and is an exclusion of the policy. Therefore, there is no coverage for her claim under the Trip Cancellation portion of the policy. For additional questions about your claim, you may contact BHSIC at 855.205.6054 option 2, Monday - Friday: 7:00 am-7:00pm CT, or by email at [email protected]. We trust this reply resolves this inquiry. Should you have any additional questions you may contact Travelex at [email protected]. Sincerely, Travelex Insurance Services, Inc.

I will not use this company (0r Travelex) again for trip insurance. In my experience, their review process is intentionally dilatory and lengthy in order to put off paying a valid claim. They appear to have an internal company policy that allows them to wait *************************************************************** my experience, they asked for additional information, and then after three weeks ask for something else, text didnt the process another 15 business days. Calls and emails went unanswered. Eventually, I had to speak to a supervisor to get the claim approved after three months based on material I had originally submitted. The rest of their requests for information appeared only to allow them to delay them paying the claim, which serves their interests, not the consumers. Avoid this company for trip insurance, which underwrote the claim I bought through Travelex.

Thank you for posting your concerns on the Better Business Bureau review site for Travelex Insurance Services, Inc. (“Travelex Insurance”); your experience is very important to us. Berkshire Hathaway Specialty Insurance Company (“BHSIC”) is the underwriter and claim administrator for the policy you purchased. Travelex Insurance does not make claim determinations. We have contacted BHSIC on your behalf and have been advised that there were some discrepancies on the original claim form for the booking cancellation and the hotel cancellation fees. It was not until recently that BHSIC was advised the hotel cancellation fee was not being claimed and therefore the additional documentation BHSIC was requesting was no longer needed, and the booking cancellation claims were promptly reimbursed. It is important to remember that insurance is highly regulated, and all claims are determined based on the required documentation submitted and the policy details for the policy you purchased. For claim questions, please contact BHSIC at 855.205.6054 option 2, Monday - Friday: 7:00 am-7:00pm CT, or by email at [email protected]. Kind Regards, Travelex Insurance Services, Inc.

Poor claims service: 1. Travelex says you can track a claim online. I looked and I can’t find a way to do that online. 2. Travelex claim phone line - long wait and there is no feature to tell you how long you will be on hold. Have to listen to annoying music that plays over and over, there are voice messages from someone that plays over and over again about using the online service to enter and track claims (which is false). 3. Finally received an anonymous email telling us the claim was approved. The claim was originally submitted using email address provided in instructions six weeks prior. There was nothing in the email to tell when we would should expect payment arrival. So had to call them again. 4. Said check was mailed 7 days prior. Upon expressing concern about having not yet received the check yet (1st Class USPS), Travelex told me I had to wait 21 days and then call them back if check does not arrive!! 5. Eight weeks to fully process a straight forward claim is too long – especially when it is so hard to get updates and they mail out checks. Why not provide option for direct deposit? It is safer for everybody. Very disappointing.

Thank you for taking the time to post your concerns. Travelex Insurance Services takes all concerns seriously. Berkshire Hathaway Specialty Insurance Company (“BHSIC”) is the underwriter and claim administrator for the policy you purchased. Travelex does not make claim determinations, however, we contacted BHSIC on your behalf and they advised that additional documentation to support the claim was requested via email. After speaking with the insured on November 13, 2023, documentation was received on November 14, 2023. The Examiner reviewed the claim on December 7, 2023, and payment was authorized on the same day. It is important to remember that insurance is highly regulated, and documentation is required, for any claim. BHSIC does offer direct deposit and other methods for claim re-imbursements; this is set up at the time of claim submission. I am happy to hear that the claim was paid, in full, per the requested method on the claim form. To check your claim status online, visit travelexinsurance.com website under Customer Service dropdown click on Claims. Enter your Confirmation Number and the insured can either start a new claim or check an existing claim. We hope that this response resolves your inquiry. Sincerely, Travelex Insurance Services, Inc.

Travelex is a SCAM. There's no other way of saying it. Their policy is filled with fine print and escape clauses you can't even imagine. I had a clear cut case of an accident while on a trip to Cuba. I came back to the United States to seek medical treatment because I was advised to do so. When I filed a claim -- not for the medical coverage, mind you, just the return airfare -- my claim was denied because I didn't have a note from a doctor in Cuba advising it was an emergency evacuation. I contacted Travelex prior to leaving Cuba. I tried to follow the plan to the tee. But they still found a way out of paying my return airfare. Talk about tricksters. Under NO circumstances would I recommend purchasing any insurance from this company. They were nasty to deal with on the phone and email, and even though I provided all kinds of proof of my accident (including photos from the site) they denied the claim on some sub-clause that was buried in a policy I had never seen before purchasing their bogus insurance. Shame on Berkshire Hathaway!

Thank you for reaching out to us on the Better Business Bureau review site. Travelex Insurance Services (“Travelex”) takes all concerns seriously and we do empathize with your unfortunate situation. Berkshire Hathaway Specialty Insurance Company (“BHSIC”) is the underwriter and claim administrator for the policy you purchased. Travelex does not make claim determinations. It is important to remember that insurance is highly regulated, and all claims, including emergency medical claims, are determined based on the required documentation submitted and the policy details for the policy you purchased. To receive further clarification, you may contact BHSIC at 855-205-6054 option 2, Monday - Friday: 7:00 am-7:00pm CT, or by email at [email protected]. Thank you again for your feedback. Sincerely, Travelex Insurance Services, Inc.

Buyer beware. We purchased Travelex insurance on recommendation from American Israel tours. Our tour was cancelled for safety reasons and was classified by Travelex as a terrorist incident. Filed a claim with ALL the supporting information and was denied reimbursement. Plainly states on my policy "travel cancelation". Was told no coverage because of a declared war. However, trip was cancelled and letter from Travelex was before Israel declared it a war. Next stop for me is filing a complaint with the insurance commission or seeking a legal remedy.

Thank you for posting your feedback on the Better Business Bureau review site. Berkshire Hathaway Specialty Insurance Company (“BHSIC”) is the underwriter and claim administrator for policy you purchased online. Travelex Insurance does not make claim determinations. We have contacted BHSIC on your behalf and have been advised per the denial letter dated November 1, 2023, the Travel Basic plan contains specific named perils where Trip Cancellation would be covered. The reason for cancellation (Terrorist Act) is not included in the Travel Basic policy: therefore, there is no coverage for your claim under the Trip Cancellation portion of the policy. For questions about your claim, you may contact BHSIC at 855.205.6054 option 2, Monday - Friday: 7:00 am-7:00pm CT, or by email at [email protected]. To help clarify what is available prior to purchase, the Policy is available on the Travelexinsurance.com website, once you enter your Get a Quote details, the policies that are available will show with a brief description of benefits and a link that says “view policy information” to see the full policy, with benefits, terms, conditions, limitations, and exclusions. We hope this reply helps clarify your inquiry. Sincerely, Travelex Insurance Services, Inc.

I wanted adventure sports coverage and clicked the link for that. About 10 days before my trip, I bought the coverage, then looked at the policy - no coverage for my sport! I wrote and asked about it and they took 5 days to get back to me and said "yep, no coverage" so I said i had paid for the coverage and they took another 5 days, so i said cancel and they said "too late" your trip started. When my luggage was delayed, costing me pre-paid training time, they approved the claim but have been very slow to pay.

Thank you for posting your claim concerns on the Better Business Bureau review site for Travelex Insurance Services, Inc. (“Travelex Insurance”); your customer experience is very important to us. Berkshire Hathaway Specialty Insurance Company (“BHSIC”) is the underwriter and claim administrator for the policy you purchased. Travelex does not make claim determinations. We have contacted BHSIC on your behalf and are happy to advise your claim was reviewed and paid on June 15, 2023. For claim questions, please contact BHSIC at 855.205.6054 option 2, Monday - Friday: 7:00 am-7:00pm CT, or by email at [email protected]. Kind Regards, Travelex Insurance Services, Inc.

I registered with travelex insurance at the recommendation of my local boston ski travel group. I cannot recommend them enough. I had a terrible medical issue just prior to my trip. Providing the info from my doctors, no questions asked, I was promptly covered. Awesome service and as needed! I will as I Travel more utilize travelex! Hopefully with being able to make the trips! Excellent support and service, I recommend them!

Thank you for the review. We look forward to servicing your travel needs in the future.

Trying to call ,every time I call i have to listen to music i wait 1/2 hour nobody answers. I e- mail and they reply 5-7 buisness days. Still no word back. I put in my policy number to file a claim and it states my number does not exsist. I dont recommend this company. Terrible terrible customer service !!

Thank you for taking the time to post your concerns on the BBB website, we appreciate your feedback and take all concerns seriously. We contacted our Customer Solutions Department and the Claim Administrator, Berkshire Hathaway Specialty Insurance Company, Inc. (“BHSIC”), on your behalf. Travelex Insurance does not make claim determinations, so we do not have the claim information in our systems. They both did a search for all calls from the phone number listed on your policy and our Customer Solutions Team found a call on April 26, 2023, abandoned after 16 minutes. The Claim Administrator and Customer Solutions departments could not locate an email from the email address listed on your policy. If you would like to resend your email to our Customer Solutions Department at [email protected] we will be glad to respond to you. You may want to reach out to the airline as you may be able to receive a credit from your travel supplier or reuse your airfare for a future trip. In the event that you would like to file a claim for your loss, you may contact BHSIC at 855.205.6054 option 2, Monday - Friday: 7:00 am-7:00pm CT, or by email at [email protected] or online at https://www.travelexinsurance.com/customer-service/claims. Thank you again for your feedback. Kind Regards, Travelex Insurance Services, Inc.

I had my passport stolen and could not get a replacement before my trip. They would not cover me unless I was injured. I talked with Travelex and they were cold and harsh. I feel violated twice, once by the thief and again from Travelex. Stay away, don't waste your money.

Thank you for posting your claim concerns on the Better Business Bureau review site for Travelex Insurance Services, Inc. (“Travelex Insurance”); your customer experience is very important to us. 

Berkshire Hathaway Specialty Insurance Company (“BHSIC”) is the underwriter and claim administrator for the policy you purchased. Travelex does not make claim determinations.  We have contacted BHSIC on your behalf and are waiting for their reply regarding your claim.  We will email you directly as soon as we have more information.

It is important to remember that insurance is highly regulated, and all claims are determined based on the required documentation submitted and the policy details for the policy you purchased. 

For claim questions, please contact BHSIC at 855.205.6054 option 2, Monday - Friday: 7:00 am-7:00pm CT, or by email at [email protected].

Kind Regards,
Travelex Insurance Services, Inc.