ComplaintsforApril Travel Protection

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claimed back on July 27,2023 I was told that it would take 10 business days I called back around august 14 was told it would be escalated to the claim examiner, havent heard anything since I trying to rebook a family vacation for my family I have no update I keep getting told the same thing they reviewing my do this company is no good doesnt pay out honest claims a wasted of money

  Business response

  09/15/2023

  Our Third-Party Administrator (World Travel Protection) is still evaluating this claim.  Please allow another 10 days & anticipate a response no later than 09/25/23.

  Customer response

  09/20/2023

   
  Complaint: 20556584
  
  I am rejecting this response because:
  
  Sincerely,
  
  Nykeria ********

  i was told I was approved now I told no payment would be made. I keep told the claim payment is in finial stages. ***** .W this company has gave me a competitive run around I filed this claim on July 19,2023 is is almost October I would never used this company again this is a honest claim 

  Business response

  09/25/2023

  While we apologize that the respondent was unfortunately sent incorrect information with regards to the processing of her claim, the nature of the claims presented have required additional investigation.  We will be providing an updated status of the claim determination in the near future as the examination is completed.

  Customer response

  09/26/2023

   
  Complaint: 20556584
  This is ridiculous they sent a letter of denial talking about benefits were not available policy states if the insure in injured that that can cancel for 100% of trip cost they sold me a false policy I will report you guys to the insurance commissioner 
  I am rejecting this response because:
  
  Sincerely,
  
  Nykeria ********

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 15 2023, I purchased two one-year travel insurance policies from Terrawind Global Protection, for $579.50 each. This company does not make their ** address public anywhere, and I had to find it using public records in order to file this complaint. The payment had to be made by bank transfer to an intermediary in South America. This was strange but the policy is well-known locally, so I did it.The second policy resulted unnecessary and was supposed to be refunded immediately. That did not happen. Over two months later without any communication from them, on May 26 I received a full reimbursement for both policies in my bank account, followed by another charge for the one policy that was not supposed to have been refunded. This was an extremely suspicious transaction and I had a lot of difficulty finding a representative to confirm its validity. At this point, I had already encountered problems with the policy, where I asked for assistance and they denied coverage based on an obscure subparagraph of the contract, that was not advertised anywhere in during the purchasing. **************** informed me that it was my fault for not reading the entirety of the 56-page contract, which had not been sent to me at any time, and which I had to search for on their website. I expressed frustration at their false advertising, since under the general conditions I was shown it would appear to be covered.On June 1st, they contacted my lawyer asking for my bank statements so they could verify whether I had paid for the policy or not. This was quite concerning and at this point I did not feel I could trust them. I forwarded a picture of the shady transactions, and they disappeared again. On July 10th, I again requested coverage, for an urgent matter that was definitely covered. They promised to assist and promptly disappeared. Two days later I complained and requested a full refund, which was not done. They did spam me with dozens of useless calls, but still no refund.

  Business response

  07/25/2023

  We are not Terrawind Global Protection.  APRIL Travel Protection is a completely different company with no direct connection to Terrawind.  Here is the *** for the correct company:

  www.terrawindglobalprotection.com
  

  Business response

  08/09/2023

  We already responded to this complaint through the BBB portal back on July 25th saying the following:

  We are not Terrawind Global Protection.  APRIL Travel Protection is a completely different company with no direct connection to Terrawind.  Here is the *** for the correct company:

  www.terrawindglobalprotection.com

  I can see that response showing in the Complaint History, so were not sure why youre stating that we never responded. Please confirm receipt of this. 

  Business response

  09/27/2023

  I don't know if there's a flaw in the BBB software, but you can clearly see that we've responded to this misdirected complaint.  This will be the 3rd time that we've stated that we are not Terrawind Global Protection & have no affiliation whatsoever with that company.  Please contact Terrawind through the contact information listed on their website which appears to be twglobalprotection.com or open a BBB complaint against that company.  Meanwhile, we'd appreciate the BBB closing this complaint with the proper indication.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim #: ******* I have purchased travel insurance from GOREADY INSURANCE (formerly called April) for an overseas trip.Upon return in August 2022, I have filed a claim for a Trip Interruption due to a natural disaster. BROADSPIRE is the agency that is handling the claim. Handling it very poorly. I have provided pieces of documentation such as receipts, photos, and news articles of the natural disaster with the locations affected where I resided. I have read the benefits agreement many times to make sure that I am entitled to what I am claiming. I provided documentation that are reasonable for a Trip Interruption claim. I requested that they provide me with a black and white statement in the agreement whether my receipts are not acceptable and why I can't get a resolution after many months. No clear response.It is now March 2023 and the issue has never been resolved. BROADSPIRE has been kicking back my claim tagging it as Trip Cancellation when I am filing for a Trip Interruption. Very different claims with different documentation needed. For instance, agent has been putting remarks to "provide letter from airline about cancellation." Again, it is not a Trip Cancellation. I keep getting automated e-mails from an agent that cannot be reached personally to clarify any misunderstanding. The agent is *************************. I can only try to communicate with them through uploaded Word docs in the BROADSPIRE claims portal as advised by *******. That I do not think agent is reading. They are sitting on my claim for months and months and if I don't do anything it may just sit there until a year after. They can't bothered to communicate or understand the situation of the customer. Treating their customers as a number. I understand I am not the only claim being handled but it's been way too long. I thought purchasing travel insurance was going to be beneficial. It has been frustrating and the customer service is not there at all. They do not care at all! It's insane.

  Business response

  03/31/2023

  View attached response.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an April Travel protection plan to cover my trip from ** to *********** and home. I had a flight leaving DC going to *** on December 15th 2022, and then a connecting flight from JFK to ****** that same day. My flight from DC to *** was so delayed that it caused me to miss my connecting flight from *** to ******, and I was not put on a different flight until 24 hours later which meant I had to buy food, rent a hotel room for the night, and pay for travel to/from the hotel to the airport. I finally arrived in ****** on the 17th of December 2022.I reported all of this, with documentation, to April Travel to start my claim on December 20th 2022. Claim number: *******. As of writing this on March 1st 2023, there has been absolutely no movement on my claim. The adjustor cannot be reach, and their supervisor cannot be reached. I have called every single week twice a week for over 2 months and received the run around. I would like the reimbursement that is rightfully mine under the agreement that I signed and paid for with them for my travel protection. This company has been extremely dishonest and has assured me they will reach out, contact me, or otherwise get a hold of me and they never do. I would like to receive the money that I am owed and for my claim to be appropriately processed and completed, so that I can never do business with this company again.

  Business response

  03/06/2023

  Response attached

  Customer response

  03/07/2023

   
  Complaint: 19518435
  
  I am rejecting this response because: 

  1. They failed to provide evidence of having sent me that email 

  2. According to their own documentation I should have been covered due to a weather delay that caused me to miss my connecting flight.

  
  Sincerely,
  
  Liel Carmel

  Business response

  03/15/2023

  See attachments

  Customer response

  03/16/2023

   
  Complaint: 19518435
  
  I am rejecting this response because: As you can see by my attachment, the delay caused me to miss my connecting flight, which caused my flight to be delayed by 22hours. This should be covered. 

   

  Weather caused a delay which caused me to miss my connecting flight and be put on a new connecting flight 22hours later. 
  
  Sincerely,
  
  Liel Carmel

• Initial Complaint

  09/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  For my claim 3GRTCSM1532494, it has been over a month and I have not heard back since filing and sending in documents to you guys (and or Affinity). Please approve and update my claim and let me know what else I need if there is more information needed. Thank you!

  Business response

  10/10/2022

  TOctober 7, 2022
  
  Better Business Bureau
  Attn:Anouska Delicat
  4411 ********************************************************************************
  
  
  
  RE:                   BBB ID Number:         18142338
                          Claim Number:           4034186
                          Insured:                      *******************************  
                          Policyholder:              *******************************  
                          Policy Number:          3GRTCSM1532494
                          Date of Loss:               August 31, 2022
                          Type of Loss:              Trip Cancellation
                          Insurance Company:  ******************
                          NAIC No:                     11231
  
  Dear Ms. ********
  
  We are in receipt of the above referenced complaint that was received on September 28, 2022, and in reference to the above captioned claim, adjudicated by ***************** ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ******************* to process claims.
  
  In this BBB complaint,Mr. ******************************* expressed displeasure with the lenght of time it has taken to process his claim. We have reviewed our claim file and offer the following in response.
  
  On August 31,2022, notice of this loss was received at Broadspire, and the processor contacted ******************** via email acknowledging receipt of the claim and requesting the following documents to process the claim:
  
              1.Completed claim forms (signed and dated)
              2.Complete Travel Itinerary (Example: flight schedule, hotel confirmation or tour/cruise itinerary)
              3.Proof of payment(s) for the trip (Example: itemized travel invoice, e-ticket or paper ticket, hotel             charges, service fees and other accommodation expenses or credit card statement)
              4.Confirmation of the reason for the Trip Cancellation, Interruption, Delay or Missed Connection     (Example: completed physician statement, confirmation of death of immediate family member or          documentation confirming any other non-medical cause of loss)
              5.Cancellation letter from tour operator/agency (with cancellation policies)
              6.Penalty letter or penalty terms from the affected travel company, carrier,lodging or other provider
              7.Documentation showing any refunds (if applicable)
  We received notification of documentation submitted on August 31, 2022, and the claim was assigned to a licensed adjuster. On September 29, 2022, the adjuter reviewed the claim and contacted ******************** via email requesting the following documents to process the claim:
  
  Copy of order confirming showing names and amount paid.
  Copy of full itinerary showing trip cost.
  Penalty letter from the Common Carrier
  
  We received notification of additional documentation submitted on September 29, 2022.  On October 3, 2022, the adjuster reviewed the claim and contacted ******************** via telephone to confirm whether he received a refund for cancelling his VRBO insurance. ******************** confirmed he cancelled his VRBO insurance and purchased another trip.  On October 7, 2022, the Team Manager reviewed the claim file and all documentation submitted and confirmed ******************** received a full refund of the premium for the policy he cancelled.  The adjuster notified ******************* with a denial letter sent via email and US mail.
  
  To better understand the basis for our denial,please refer to the below policy language:
  TRIP CANCELLATION BENEFIT
  
  Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable,non-refunded and unused published Payments that you paid for your Trip, if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy.
  
  In the event you used frequent flyer miles to arrange air transportation for this Trip, and you cancel due toa Covered Event, we will reimburse you for the cost to
  reinstate your miles to your account, up to the amount in the Schedule.
  
  Should you elect to reschedule your Trip arrangements instead of cancelling due to a Covered Event, in lieu of providing benefits for the forfeited, prepaid, non-refundable, nonrefunded and unused published Payments, we will pay for change fees charged by your supplier(s), up to the amount in the Schedule.
  
  In the event there is a change in the per person occupancy rate for your pre-paid arrangements as a result of a Traveling Companion canceling his or her Trip due to an
  unforeseeable Covered Event when you do not cancel, we will reimburse you for additional costs above the original invoiced and pre-paid charge for your booking, up to the amount in the Schedule, for Accommodations during the Trip as a result of the change.
  
  Covered Events:
  
  1. The Sickness, Injury or death of you, your Family Member, your Traveling Companion or your Service Animal. The Sickness or Injury must first commence while your coverage is in effect under the Policy, must require the in-person treatment by a Physician,and must be so disabling the written opinion of a Physician as to prevent you from taking your Trip (either because your condition prevents your travel, or because your Family Member, Traveling Companion or your Service Animal requires your care);
  
  2. Common Carrier delays and/or cancellations resulting from adverse weather, mechanical breakdown of the aircraft, ship, boat or motor coach that you were scheduled to travel on, or organized labor strikes that affect public transportation.
  
  3. Being directly involved in a documented traffic accident
  while en route to departure on your Trip.
  
  4. Being hijacked or Quarantined.
  
  5. Being required to serve on a jury or required by a court order to appear as a witness in a legal action provided you, a Family Member or a Traveling Companion is not a party to the legal action or appearing as a law enforcement officer.
  
  6. Your Home made Uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster.
  7. Your Accommodations at your destination made Uninhabitable due to fire, flood, volcano, earthquake,hurricane, or other natural disaster. We will only pay benefits for losses occurring within 30 calendar days after the event renders the destination Uninhabitable. For the purpose of this coverage, Uninhabitable means: (i) the building itself is unstable and there is a risk of collapse in whole or in part; (ii) there is exterior or structural damage allowing elemental intrusion,such as rain, wind, hail or flood; or (iii) immediate safety hazards have yet to be cleared, such as debris on roofs or downed electrical lines.
  
  In order to cancel your trip,you must have 4 days or 50% of your total Trip length or less remaining at the time the destination is restored for use. Benefits are not payable if
  the event occurs or if a hurricane is named prior to or on your Trip Cancellation Coverage Effective Date.
  
  8. A documented theft of your passports or visas.
  
  9. A mandatory evacuation (or public official evacuation
  advisement in geographic areas where no mandatory
  evacuation orders are issued by government authorities) at your destination due to adverse weather or natural.
  
  Broadspire sincerely regrets the delay in processing ******************** claim and that our decision regarding this claim could not have been more favorable.  Should ******************** have any other information which he feels we should consider, please let us know immediately.
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  *******************
  Phone: ************
  Email: *********************************** us why here...

  Customer response

  10/11/2022

   
  Complaint: 18142338
  
  I am rejecting this response because:

  I provided documentation showing that I never received any money or any type of refund from anybody. Please review everything that I submitted that shows this, ************* should have it  

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

  Business response

  10/26/2022

  October 26, 2022
  
  Better Business Bureau
  Attn:Anouska Delicat
  4411 ********************************************************************************
  
  
  
  RE:                   BBB ID Number:         18142338
                          Claim Number:           4034186
                          Insured:                      *******************************  
                          Policyholder:              *******************************  
                          Policy Number:          3GRTCSM1532494
                          Date of Loss:               August 31, 2022
                          Type of Loss:              Trip Cancellation
                          Insurance Company:  ******************
                          NAIC No:                     11231
  
  Dear Ms. ********
  
  We are in receipt of the above follow up letter dated October 11, 2022, in reference to the above captioned claim, adjudicated by ***************** ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ******************* to process claims.
  
  In this follow up letter, Mr. ******************************* disputed our denial of his claim.  We have reviewed our claim file and offer the following in response.
  
  Based on the review of the policy, the documentation provided, the facts of the loss, and additional investigation, it has been determined that ******************** claim does not quality for coverage under the terms of the policy. Upon further investigation, it was confirmed that ******************** took the trip and did not cancel his flight or logdging. Therefore, our decision do deny the claim stands.
  
  To better understand the basis for our denial,please refer to the below policy language:
  TRIP CANCELLATION BENEFIT
  
  Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable,non-refunded and unused published Payments that you paid for your Trip, if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy.
  
  In the event you used frequent flyer miles to arrange air transportation for this Trip, and you cancel due toa Covered Event, we will reimburse you for the cost to reinstate your miles to your account, up to the amount in the Schedule.
  
  Should you elect to reschedule your Trip arrangements instead of cancelling due to a Covered Event, in lieu of providing benefits for the forfeited, prepaid, non-refundable, nonrefunded and unused published Payments, we will pay for change fees charged by your supplier(s), up to the amount in the Schedule.
  
  In the event there is a change in the per person occupancy rate for your pre-paid arrangements as a result of a Traveling Companion canceling his or her Trip due to an unforeseeable Covered Event when you do not cancel, we will reimburse you for additional costs above the original invoiced and pre-paid charge for your booking, up to the amount in the Schedule, for Accommodations during the Trip as a result of the change.
  
  Covered Events:
  
  1. The Sickness, Injury or death of you, your Family Member, your Traveling Companion or your Service Animal. The Sickness or Injury must first commence while your coverage is in effect under the Policy, must require the in-person treatment by a Physician,and must be so disabling the written opinion of a Physician as to prevent you from taking your Trip (either because your condition prevents your travel, or because your Family Member, Traveling Companion or your Service Animal requires your care);
  
  2. Common Carrier delays and/or cancellations resulting from adverse weather, mechanical breakdown of the aircraft, ship, boat or motor coach that you were scheduled to travel on, or organized labor strikes that affect public transportation.
  
  3. Being directly involved in a documented traffic accident
  while en route to departure on your Trip.
  
  4. Being hijacked or Quarantined.
  
  5. Being required to serve on a jury or required by a court order to appear as a witness in a legal action provided you, a Family Member or a Traveling Companion is not a party to the legal action or appearing as a law enforcement officer.
  
  6. Your Home made Uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster.
  7. Your Accommodations at your destination made Uninhabitable due to fire, flood, volcano, earthquake, hurricane,or other natural disaster. We will only pay benefits for losses occurring within 30 calendar days after the event renders the destination Uninhabitable. For the purpose of this coverage, Uninhabitable means: (i) the building itself is unstable and there is a risk of collapse in whole or in part; (ii) there is exterior or structural damage allowing elemental intrusion,such as rain, wind, hail or flood; or (iii) immediate safety hazards have yet to be cleared, such as debris on roofs or downed electrical lines.
  
  In order to cancel your trip,you must have 4 days or 50% of your total Trip length or less remaining at the time the destination is restored for use. Benefits are not payable if
  the event occurs or if a hurricane is named prior to or on your Trip Cancellation Coverage Effective Date.
  
  8. A documented theft of your passports or visas.
  
  9. A mandatory evacuation (or public official evacuation
  advisement in geographic areas where no mandatory
  evacuation orders are issued by government authorities) at your destination due to adverse weather or natural.
  
  Broadspire sincerely regrets the delay in processing ******************** claim and that our decision regarding this claim could not have been more favorable.  Should ******************** have any other information which he feels we should consider, please let us know immediately.
  
  Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ********************************************************************* why here...

  Customer response

  10/27/2022

   
  Complaint: 18142338
  
  I am rejecting this response because:

  I would like to know where they are basing this off of. Also Id like a refund for the premium  

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

  Business response

  11/11/2022

  November 11, 2022
  
  Better Business Bureau
  Attn:Anouska Delicat
  4411 ********************************************************************************
  
  
  
  RE:                   BBB ID Number:         18142338
                          Claim Number:             4034186
                          Insured:                       *******************************  
                          Policyholder:               *******************************  
                          Policy Number:           3GRTCSM1532494
                          Date of Loss:               August 31, 2022
                          Type of Loss:               Trip Cancellation
                          Insurance Company:  ******************
                          NAIC No:                     11231
  
  Dear Ms. ********
  
  We are in receipt of the above follow up letter dated November 1, 2022, in reference to the above captioned claim, adjudicated by ***************** ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ******************* to process claims.
  
  In this follow up letter, Mr. ******************************* disputed our denial of his claim.  We have reviewed our claim file and offer the following in response.
  
  We have revisited ******************** claim, and based on the review of the policy, the documentation provided, the facts of the loss, and additional investigation, our decision to the deny the claim stands. It has been determined that ******************** claim does not quality for coverage under the terms of the policy. The insurance carriers investigators confirmed that ******************** took the trip, did not cancel his flight and lodging, and the Covid test provided was altered.
  
  To better understand the basis for our denial,please refer to the below policy language:
  TRIP CANCELLATION BENEFIT
  
  Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable,non-refunded and unused published Payments that you paid for your Trip, if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy.
  
  In the event you used frequent flyer miles to arrange air transportation for this Trip, and you cancel due toa Covered Event, we will reimburse you for the cost to reinstate your miles to your account, up to the amount in the Schedule.
  
  Should you elect to reschedule your Trip arrangements instead of cancelling due to a Covered Event, in lieu of providing benefits for the forfeited, prepaid, non-refundable, nonrefunded and unused published Payments, we will pay for change fees charged by your supplier(s), up to the amount in the Schedule.
  
  In the event there is a change in the per person occupancy rate for your pre-paid arrangements as a result of a Traveling Companion canceling his or her Trip due to an unforeseeable Covered Event when you do not cancel, we will reimburse you for additional costs above the original invoiced and pre-paid charge for your booking, up to the amount in the Schedule, for Accommodations during the Trip as a result of the change.
  
  Covered Events:
  
  1. The Sickness, Injury or death of you, your Family Member, your Traveling Companion or your Service Animal. The Sickness or Injury must first commence while your coverage is in effect under the Policy, must require the in-person treatment by a Physician,and must be so disabling the written opinion of a Physician as to prevent you from taking your Trip (either because your condition prevents your travel, or because your Family Member, Traveling Companion or your Service Animal requires your care);
  
  2. Common Carrier delays and/or cancellations resulting from adverse weather, mechanical breakdown of the aircraft, ship, boat or motor coach that you were scheduled to travel on, or organized labor strikes that affect public transportation.
  
  3. Being directly involved in a documented traffic accident
  while en route to departure on your Trip.
  
  4. Being hijacked or Quarantined.
  
  5. Being required to serve on a jury or required by a court order to appear as a witness in a legal action provided you, a Family Member or a Traveling Companion is not a party to the legal action or appearing as a law enforcement officer.
  
  6. Your Home made Uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster.
  7. Your Accommodations at your destination made Uninhabitable due to fire, flood, volcano, earthquake,hurricane, or other natural disaster. We will only pay benefits for losses occurring within 30 calendar days after the event renders the destination Uninhabitable. For the purpose of this coverage, Uninhabitable means: (i) the building itself is unstable and there is a risk of collapse in whole or in part; (ii) there is exterior or structural damage allowing elemental intrusion,such as rain, wind, hail or flood; or (iii) immediate safety hazards have yet to be cleared, such as debris on roofs or downed electrical lines.
  
  In order to cancel your trip,you must have 4 days or 50% of your total Trip length or less remaining at the time the destination is restored for use. Benefits are not payable if
  the event occurs or if a hurricane is named prior to or on your Trip Cancellation Coverage Effective Date.
  
  8. A documented theft of your passports or visas.
  
  9. A mandatory evacuation (or public official evacuation
  advisement in geographic areas where no mandatory
  evacuation orders are issued by government authorities) at your destination due to adverse weather or natural.
  
  Broadspire sincerely regrets the delay in processing ******************** claim and that our decision regarding this claim could not have been more favorable.  Should ******************** have any other information which he feels we should consider, please let us know immediately.
  
  Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased Travel insurance on July 13th, 2022. On July 17th, I got injured and needed to go to the hospital and I called to get information on how to proceed when I arrived in terms of payment. I was told that I would need to pay and then file a claim once my trip was over. I thought that it was strange due to their "stress less" benefitthat claims their team can coordinate the solution and pay for it on the spot eliminating the need to file a claim. I was not given this option. I submitted my claim as instructed on July 25th. On July 30th, I received an email stating I submitted my documents wrong and I sent them back the same day. On August 4th, I received an email telling me I had to upload my documents to ************************** on behalf of ****************** portal. (this should have been the first step in the process but as you can see they try to prolong the process as much as they can)After a month had passed, on September 9th, I called to check on my claim after seeing that it had not been reviewed in the system. I was told that they would forward to my claims agent because it should not have taken them a month to review and to please allow 5 days as they have been receiving a high volume of calls. I waited 6 business days to check and see if my claim had been reviewed, it had not. So I called back on September 20th. I was again asked to please allow ANOTHER 5 days as they have been receiving a high volume of calls. I informed the customer service agent that I had already called and already waited the original 5 days I was promised and she said ok well I'll let your claims agent know.My claim has still not been reviewed or processed.I spent over $700 at the hospital no refund in sight. ******* claims that their reimbursement process is quick with an *average* turnaround time of **** business days. I can understand an average or estimated time frame but it's been well over a month now with no indication that they are trying to process my claim.

  Business response

  10/02/2022

  September 30,2022
  
  Better Business Bureau
  4411 ********************************************************************************
  
  
  
  RE:     Complaint ID:                18050531
             Claim Number:             4021410
             Policyholder:                 *******************
             Insured:                        *******************    
             Policy Number:             *****************
             Policy Type:                   Out of Country Medical Expense
             Date of Loss:                 July 23, 2022
             Insurance Company:    ******************
  
  
  We are in receipt of the above referenced complaint that was submitted on September 23, 2022, and in reference to the above captioned claim, adjudicated by ***************** ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ****************** to process claims.
  
  In this complaint, *********************** expressed displeasure with the lack of communication regarding the handling of her claim.We have reviewed our file materials and we offer the following in response.
  
  On August 4, 2022, notice of this loss was received at ********** and the processor contacted ************ via email acknowledging receipt of the claim and requesting the following documents to process the claim:
  
  1.Completed claim forms (signed and dated);
  2.Invoices and receipts (Confirmation of payment for medical expenses incurred);
  3.Accident/ incident report;
  4.Medical Records (Admission/Discharge Summary, Physicians Notes, UB-04 Form,etc);
  5.Copy of itinerary;
  6. Copy of Explanation of Benefits from your primary medical insurance carrier (not applicable to NY residents).
  7.Please provide your date of birth and social security number (**** Citizens)
  
  We received notification of documentation submitted on August 8, 2022, and the claim was assigned to a licensed adjuster. On September 23, 2022, ************ contacted ********** via telephone to inquire about the status of her claim and was advised to resubmit a copy of the correct itinerary. We received notification of additional documentation submitted on September 26, 2022. On September 30, 2022, the adjuster reviewed the claim and contacted ************ via email requesting the following documents to process the claim:
  
  Clarification on the transactions, as the amount on the receipts are different from the amount shown on the bank statement.
  
  ************** claim will be expedited upon receipt of the above referenced documents.
  
  ********** sincerely regrets the delay and inconvenience this claim process has caused to ************.
  
  Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
  Respectfully,
  
  *************************
  Director of Claim Operations
  ************
  **************************

  Customer response

  10/07/2022

   
  Complaint: 18050531
  
  I am rejecting this response because: The respondednt stated they recieved notice that additional documents were submitted on September 26th however, this is after finally receiving a call from the adjuster on September 24th - a day after submitting this claim. This should have been asked of me when the all the documents were requested in August. The company has still not made progress on actually getting my claim processed. I was told to send an email to the hospital authorizing the company to speak to them about the difference between the charges and receipts - all parties were CC'd on the 24th. On the 30th when the adjuster called followed up, she said they had to wait until the hospital reached back out to them which is not the comapny showing a proactive attempt to get this claim processed. I asked that she call the hospital and reference the email she was cc'd on with medical authorization and she combatted saying would not call because she did not speak Spanish. As a travel company providing international coverage someone on their team has to be able to translate whem issues like these arrive. I was asked to fill out a formal Medical Authorization form which again should have been asked for and provided when I was asked to send the email. I have still not received an update, I have no idea if someone contacted the hospital. 

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

  Business response

  10/18/2022

  October 17, 2022
  
  
  
  BBB Serving Southeast ******* and the *********
  101 ******************
  Suite 202
  ******, ** 34994
  
  
  RE:      File Number:                18050531
             Claim Number:             4021410
             Policyholder:                April Travel
             Policy Number:            *****************  
             Policy Type:                  Medical & Dental
             Insured:                        *******************
             Date of Loss:                July 17th, 2022
             Writing Company:       ******************  
  
  
  We are in receipt of the follow up correspondence for the above referenced complaint that was submitted on September 22nd, 2022, and in reference to the above captioned claim, adjudicated by ***************** ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ****************** to process claims.
  
  In this complaint, ************ expressed frustration with the length of time taken to receive reimbursement for the monies paid for medical expenses incurred due to an accident while on vacation.We have reviewed our file materials and we offer the following in response.
  
  Upon review of the file and the submitted documentation by a member of the management team, it was determined that we have sufficient documentation to determine that the above mentioned loss is eligible for coverage.
  
  Payment in the amount of $867.77 was requested and approved on 10/18/2022. Please allow **** business days to arrive in the mail via *****
  
  Broadspire would like to offer our sincerest apologies for the delay on the claim.
  
  Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
  Respectfully,
  
  *************************
  Director of Claim Operations
  ************
  **************************
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Policy #**GRIL1380222,bought for me, husband and friends ,claim # *******,filed on 07/06/2022.I want to share my experience with the claim department service and the BROADSPIRE company handling the claim for more than 2 months. No calls back ,no emails, no communications from first adjuster ***** *****, second adjuster *************************, team leader ***********************. I was never treated so poorly by a business and this is very upsetting. We had to come back from our ******* trip-the national strike started on 06/13/2022 and turned violent , blocked roads, they are burning bridges in the Amazon, we could not even go the our original booked hotel, neither continue to other destinations , we were left on our own by the tour agency which just left a notice that the trip is canceled .OUR TRIP DID NOT EVEN STARTED !Should we stay and get harm ,is that the advice the travel ins could provided? We could not call the toll free number at that time from ******* and the way how your BROADSPIRE third party is handling the claim probably we could ended even with more expenses .Is that yours so called advertised "Stress Less Benefits "?It has been only stress since I filed the claim. I spoke today with *************************-Broadspire client liaison department and finally get an update ,I was told that the denied letter has been mailed ,and I can file an appeal, which I will do as soon as I got the notice .So my loss date is 6/13/2022,we left ******* on 06/16/2022 because there was a strike and it was more than 48 hours since the covered event started, we could not reach any of our destination-not even the hotel, blocked roads ,our lives in danger and claim rejected because of not qualified ????All that info provided multiply times over the phone to the customer service which never been able to connected me with my adjusters. Please process my claim for reimbursement

  Business response

  09/30/2022

  September 29, 2022
  
  ******* ********** of ********* Services
  *****************************
  Attn:Anouska D.
  200 ********************************
  ***********,** 32399-0322
  
  BBB Case ID:                           18063165
  Claim Number:                       4004040         
                          Insured:                                  *********************************
                          Policyholder:                          *********************************
                          Policy Number:                      45GRIL1380222
                          Date of Loss:                           June 13, 2022
                          Type of Loss:                          Trip Interruption  
                          Insurance Company:              Starr Indemnity & *****************
  
  
  Dear **********************  
  
  We are in receipt of the complaint dated September 28, 2022, in reference to the above captioned claim, adjudicated by ***************** ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of Starr Indemnity & *****************.
  
  In this complaint, Mrs. ********************************* expressed displeasure with the denial of her claim. We have reviewed our file materials and we offer the following in response.
  
  On July 6, 2022,notice of this loss was received at Broadspire, and the processor contacted ******************* via email acknowledging receipt of the claim and requesting the following documents to process the claim:
  
  1. Completed and signed claim form
  2. A copy of the cancellation or refund policies of the Common Carrier, Tour Operator, or Travel Supplier
  3. Confirmation of the non-refundable amounts for the unused Common Carrier tickets, and/or travel vouchers
  4. Confirmation that the tickets were cancelled with the Common Carrier
  5. Copy of the travel itinerary showing the passenger names and ticket cost
  6. Confirmation of the reason for the trip cancellation,interruption or delay; (Physician statement confirming medical reason,confirmation of death of immediate family member or statement from common carrier which lists the exact cause of cancellation)
  7. Please provide us with a copy of your credit card statement,which shows that the purchase of the Common Carrier ticket was charged to your credit card (To include the first six digits of your credit card number for verification of coverage and the card holder's pre-printed name and address.However, for security purposes we suggest that you block or remove the remaining digits.)
  
  We received notification of documentation submitted on July 6, 2022, and the claim was assigned to a licensed adjuster. On July 27, 2022, the adjuster reviewed the claim and submitted the claim to the Team Manager for approval. On August 16,2022, ******************* contacted ********** via telephone to inquire about the status of her claim and the client liaison advised that the claim was under review by the Team Manager and that she would be contacted with a final decision. On August 26, 2022, the claim was reassigned to a new adjuster. Our investigation indicates that ******************* booked a trip for travel dates 06/15/2022 through 06/25/2022. The submitted documents confirmed that ****************** cancelled the remainder of her trip due to a national strike that began on 06/13/2022 and lasted for two weeks.
  
  On August 26,2022, the adjuster reviewed and submitted the claim to the Team Manager with a recommendation to deny the claim based on ********************* reason for Trip Cancellation is not a covered Unforseen Event under the policy. On September 13, 2022, the Team Manager reviewed the claim and approved the decision to deny the claim. On September 17, 2022, the adjuster processed the claim and notified ******************* with a denial letter sent via email and ** mail.
  
  To better understand the basis for our denial,please refer to the below policy language:
  TRIP INTERRUPTION
  We will pay a benefit, up to the maximum shown on the Schedule of Benefits, if You are prevented from continuing or resuming Your Covered Trip due to any of the Unforeseen Events listed below occurring on or after the Effective Date of the Policy.
  
  We will pay You:
  (a) for the unused, non-refundable travel arrangements prepaid to the Travel Supplier(s);
  (b)additional transportation expenses incurred by You; or
  (c) return air travel up to the lesser of the cost of an economy flight or the amount shown on the Schedule of Benefits.
  
  In no event shall the amount We pay exceed the lesser of the amount You prepaid for the Covered Trip or the maximum benefit shown on the Schedule of Benefits.
  
  The Following are the Unforeseen Events for Trip Cancellation and Trip Interruption:
  Your Accidental Injury, Covered Sickness or death or the Accidental Injury, Covered Sickness or death of Your Traveling Companion, Your Family Member, Your childrens caregiver or Your Business Partner; that results in medically imposed restrictions as certified by a Physician at the time of loss preventing Your participation or continued participation in the Covered Trip. A Physician must advise cancellation of the Covered Trip on or before the Scheduled Departure Date.
  An Accidental Injury incurred by You that causes You to be medically unable to continue Your trips activity(ies). An actual examination by a Physician must take place and the Physician must advise You to discontinue the trips activity(ies).
  (c)Inclement weather, Natural Disasters, Terrorist Attacks or mechanical breakdown of the Common Carrier that results in the complete cessation of travel services at the point of departure or destination for at least 48 consecutive hours.
  (d)Mandatory evacuation ordered by local authorities at Your destination due to a Natural Disaster. You must have 50% or less of Your Trip remaining at the time the mandatory evacuation ends, in order for this benefit to be payable.
  (e) Natural Disaster or documented man-made disaster at the point of departure or Your destination that renders Your primary residence or the accommodations at Your destination uninhabitable.
  (f) Adverse weather or Natural Disaster resulting in the obstruction of public roadways or curtailment of public transportation, that prevents Your ability to arrive at Your Land/Sea Arrangements.
  (g) A road closure causing a delay in reaching Your destination for at least 12 hours.
  (h) Strike that causes complete cessation of travel services of Your Common Carrier for at least 48 consecutive hours.
  (i)Bankruptcy and/or Default of Your Travel Supplier that occurs more than 14 days following the Effective Date. Your Scheduled Departure Date must be no more than 12 months beyond the Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available. If alternate transportation is available, benefits will be limited to the change fee charged to allow You to transfer to another airline in order to get to Your intended destination. This coverage only applies if the Policy was purchased within 14 calendar days of the initial Trip payment.
  (j) The airport terminal from which You are scheduled to fly, is closed due to a documented security breach within 12 hours of arrival at the terminal or while You are physically at the terminal.
  (k) A politically motivated Terrorist Attack that occurs within 30 days of Your departure and within 50 miles of a City listed on Your itinerary. The Terrorist Attack must occur on or after the Effective Date of Your Trip Cancellation Coverage.
  (l) A documented theft of passports or visas.Documented means that You have reported the theft to the local authorities.
  (m) You or Your Traveling Companion being directly involved in or delayed due to a traffic Accident substantiated by a police report, while en route to departure.
  (n) You and/or Your Traveling Companion are hijacked, quarantined, required to serve on a jury, subpoenaed, required to appear as a witness in a legal action, provided You or Your Traveling Companion are not a party to the legal action or appearing as a law enforcement officer;the victim of felonious assault; having Your principal place of residence made inaccessible and uninhabitable by a Natural Disaster; or burglary or vandalism of Your principal place of residence within 10 days of departure.
  
  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to ******************, and that this claim decision could not have been more favorable.Should ******************* have additional information or documentation she feels we should consider, please let us know immediately. 
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************

  Customer response

  09/30/2022

   
  Complaint: 18063165
  
  I am rejecting this response because: FIRST  AT ALL the statement made by Broadspire that I DID CANCEL  my trip is not true. As I attached originally my ************ Exoticca DID. Upon our arrival in the hotel we got the  letter that THEY ARE CANCELING THE ***** We did not even reach out our original accommodated our original destination hotel Mercure in ***** because of the blocked roads and we were not in ***** but in hotel somewhere in San **** ******
  THE SECOND REASON  for denying their response-we had more than ONE common carrier-a bus and one more airline to fly to the next destination-San *********. ALL those common carriers have not be able to provide the services. So we have : (g) A road closure causing a delay in reaching Your destination for at least 12 hours.(h) Strike that causes complete cessation of travel services of Your Common Carrier for at least 48 consecutive hours. Broadspire can not just consider ONE COMMON CARIER, there are no such clarification in the policy. WE HAD MORE THAN ONE COMMON CARIER involved in our trip. We were able to get back safely back to *** just because we reach out the airport .If we stayed in ***** we could not reach out the airport All roads from and to  *****  have been blocked. Also as of today I HAVE NOT RECEIVED per their saying:" On September 17, 2022, the adjuster processed the claim and notified ******************* with a denial letter sent via email and ** mail" .As of today I am still waiting for the mail and  never got any email from them  That is completely lie. I want my claim to be reviewed and paid. Also I want to be contacted by **********
  Sincerely,
  
  *********************************

  Business response

  10/20/2022

  ******* ********** of ********* Services
  *****************************
  Attn:Anouska D.
  200 ********************************
  ***********,** 32399-0322
  
  
  
  
  BBB Case ID:                           18063165
  Claim Number:                       4004040         
                          Insured:                                  *********************************
                          Policyholder:                          *********************************
                          Policy Number:                      45GRIL1380222
                          Date of Loss:                           June 13, 2022
                          Type of Loss:                          Trip Interruption  
                          Insurance Company:              Starr Indemnity & *****************
  
  Dear **********************  
  
  We are in receipt of the follow up letter dated October 4, 2022, in reference to the above captioned claim, adjudicated by ***************** ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of Starr Indemnity & *****************.
  
  In this follow up complaint, Mrs. ********************************* disputed our decision to deny the claim, stating that she did not cancel her trip and that it was canceled by the Common Carrier. We have reviewed our file materials and we offer the following in response.
  
  On October 17, 2022, the Team Manager contacted ****************** via email requesting additional documentation from the Common Carrier confirming a strike caused the complete cessation of travel services of the Common Carrier for at least 48 consecutive hours.
  
  We will revisit ******************** claim to confirm coverage upon receipt of the above referenced documentation.
  
  Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ************************************ us why here...

  Customer response

  10/22/2022

   
  Complaint: 18063165
  I am rejecting this response because: I forwarded the emails from 09/23/2022 and 10/19/2022 by the  tour agency Exoticca  to ************************* ,please see the attached letters. His response on 10/17/2022 to the letter from 09/23/202 was: "The Exoticca letter is not sufficient documentation. Once weve received the information regarding the Common Carriers we will review your claim for payment". Broadspire is asking for documentation that will be hard and possible to provide it. I am back and forward between the tour agency and airlines. The airlines are not cooperating and it is hard to get on hold with a customer service. Exoticca  use small local businesses and I will not probably get another type of letter that "THE the totality of land, air, and sea services weren't able to be provided". Even if the airlines have been operating  at that time with limited flights we could  NOT BE ABLE TO CONTINUE OUR TRIP BECAUSE OF ROAD CLOSURE AND THE GROUND TRANSPORTATION CEASED THE SERVICES. And that applies to our claim as well :The Following are the Unforeseen Events for Trip Cancellation and Trip Interruption:(g) A road closure causing a delay in reaching Your destination for at least 12 hours. I was keep explaining that we have been accommodated in a hotel  outside of ***** city ,we have not reach our original booked hotel because of the closed roads, and that was good because we were able to get  to the airport and get back home. I have reached BBB because of reading all customers complains against Broadspire how they handling the claims and that is the fastest way to get responses from the company .The attached information is more than enough to satisfy ************* and my claim to be paid. ALSO I HAVE BEEN ASKING KINDLY TO GET THE DENIED CLAIM NOTICE SINCE  AS OF TODAY 10/22/2022 I HAVE NOT RECEIVED IT BY MAIL NOR EMAIL YET.
  
  Sincerely,
  
  *********************************

  Business response

  11/04/2022

  October 26, 2022
  
  ******* ********** of ********* Services
  *****************************
  Attn:Anouska D.
  200 ********************************
  ***********,** 32399-0322
  
  
  
  
  BBB Case ID:                           18063165
  Claim Number:                       4004040         
                          Insured:                                  *********************************
                          Policyholder:                          *********************************
                          Policy Number:                      45GRIL1380222
                          Date of Loss:                           June 13, 2022
                          Type of Loss:                          Trip Interruption  
                          Insurance Company:              Starr Indemnity & *****************
  
  Dear **********************  
  
  We are in receipt of the follow up letter dated October 24, 2022, in reference to the above captioned claim, adjudicated by ***************** ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of Starr Indemnity & *****************.
  
  In this follow up complaint, Mrs. ********************************* rejected our response, stating that the documentation we have requested is hard to get, as she cannot make contact with the Common Carrier.  We have reviewed our file materials and we offer the following in response.
  
  We have submitted ******************** claim to the client for review and final decision.  We will provide an update as soon as we receive a response from the client.  
  
  Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ************************************ us why here...

  Customer response

  11/14/2022

   
  Better Business Bureau:

  I do not how to respond to ********** message. Accept or reject .I am not sure what they mean by their client  since ********** is the one in communication with me and their claim adjusters are reviewing the claim .As I sent email to ***************** ****** ,Exoticca should be consider not only our tour agency but our Common Carrier for the ground transportation because Exoticca is the one  making arraignments with the local tour guides., and their letters should be enough as information. Also I want to mention again THAT MY REQUESTS FOR THE ORIGINAL DENIED LETTER HAS BEEN INGORED.I hope **********'s client will accept  all provided information  and pay the claim. That is the only way my complain will  be resolved. 

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

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This claim is in reference to April Travel ****************** I previously filed this claim but has since called the company again and have more information. I also forgot to add my policy and claim numbers. Policy # 2GRCINTI1328811, Claim # *******. I purchased travel insurance with April Travel ***************** March 1, 2022 for $118.83. My travel dates were May 15, 2022 to June 22, 2022 and I paid $2214.31 for my flight with Turkish airline. With the policy I purchased I was covered to cancel my flight for any reason. Due to unforeseen circumstances with my children, I had to cancel my flight and filed a claim with April May 2, 2022. I went through the process and sent in all requested documents. I received some payment from the airline and am suppose to receive the rest from April Travel ******************I was told by the final claims adjuster ************************* that she completed the final portion of my claim on June 22, 2022 and the final review was completed on July 6, 2022 and that I will be receiving notification shortly after. It is now September 6, 2022 and I have been in constant contact with this company as well as ************************* to find out when I will receive my payment but she keeps telling me that my claim has now been sent to another department in which she has no contact with and is unable to give me any contact information on. She states that she does not have any other answers for me. I called again today and the representative I was speaking with stated that ****** could not take my call but he was messaging her and that is how they communicated while I was on the phone with the representative. I asked the representative to ask her the status of my claim and the representative then states that she was having technical difficulties and could no longer message him. The call then ended. I am contacting you to resolve me receiving my payment that is due to me.

  Business response

  09/27/2022

  We received this complaint on 09/26/22 though the insured references having wrote it on 09/06/22.  This client's claim was paid in full & mailed out on 09/12/22.  We show that the check was cashed on 09/16/22.  We believe the insured's situation has already been settled.

  Customer response

  09/27/2022

   
  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,
  
  ******* ***** Anyadoro

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased travel insurance with April Travel ***************** March 1, 2022 for $118.83. My travel dates were May 15, 2022 to June 22, 2022 and I paid $2214.31 for my flight with Turkish airline. With the policy I purchased I was covered to cancel my flight for any reason. Due to unforeseen circumstances with my children, I had to cancel my flight and filed a claim with April May 2, 2022. I went through the process and sent in all requested documents. I received some payment from the airline and am suppose to receive the rest from April Travel *****************. I was told by the final claims adjuster ************************* that she completed the final portion of my claim on June 22, 2022 and the final review was completed on July 6, 2022 and that I will be receiving notification shortly after. It is now September 6, 2022 and I have been in constant contact with this company as well as ************************* to find out when I will receive my payment but she keeps telling me that my claim has now been sent to another department in which she has no contact with and is unable to give me any contact information on. She states that she does not have any other answers for me. I am contacting you to resolve me receiving my payment that is due to me.

  Business response

  09/14/2022

  September 13,2022
  
  Better Business Bureau
  Attn: Anouska Delicat
  4411 ********************************************************************************
  
  
  RE:     Complaint ID:                17925798
             Claim Number:             3973377
             Policyholder:                 *********************************  
             Insured:                        *********************************    
             Policy Number:             2GRCINTI1328811
             Policy Type:                   Trip Cancellation
             Date of Loss:                 May 2, 2022
             Insurance Company:    ******************
  
  
  Dear Ms. ********
  
  We are in receipt of the above referenced complaint that was submitted on September 7, 2022, and in reference to the above captioned claim, adjudicated by **********.  ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ****************** to process claims.
  
  In this complaint, ************************************* expressed displeasure with the lack of communication regarding the handling of his claim. We have reviewed our file materials and we offer the following in response.
  
  On May 2, 2022, notice of this loss was received at *********** and the processor contacted **************** via email, acknowledging receipt of the claim and requesting the following documents to process the claim:
  
  Completed Claim Forms (signed and dated);
  2.Complete Travel Itinerary (i.e., flight schedule, hotel confirmation or tour/cruise itinerary);
  3. Proof of payment(s) for the trip (i.e., itemized travel invoice, e-ticket or paper ticket, hotel charges,service fees and other accommodation expenses or credit card statements);
  4. Confirmation of the reason for the Trip Cancellation, Interruption, or Delay (i.e., completed Physician Statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss);
  5.Cancellation letter from Tour Operator/Agency/Carrier (with cancellation policies);
  6.Penalty terms from the affected Travel Company, Carrier, lodging or other provider;
  7.Documentation showing any refunds (if applicable);
  8.Receipts for any additional/out of pocket expenses;
  a.Note: Reimbursement of same limited by policy terms and conditions
  9. Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)
  
  We received notification of documentation submitted on May 2, 2022, and the claim was assigned to a licensed adjuster. Due to a shortage of staff and high claim volume, there was a delay in processing claims. On June 22, 2022, the adjuster reviewed and submitted the claim to the Team Manager with a recommendation to deny the claim.  On July 6, 2022, the Team Manager reviewed the claim and advised the adjuster to revise the claim and resubmit the reason for the recommendation to deny the claim. On September 7, 2022, the Team Manager reviewed the claim and rejected the adjusters recommendation to deny the claim, as **************** reason for Trip Cancellation is covered under the policy. 
  
  The adjuster processed the claim,and check number ********** in the amount of $1,621.00 was mailed to **************** on September 12, 2022, via US mail.
  
  ********** sincerely regrets the delay and inconvenience this claim process has caused to ***************.  
  
  Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
  Respectfully,
  
  *************************
  Director of Claim Operations
  ************
  **************************

  Customer response

  09/15/2022

   
  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,
  
  *********************************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a travel insurance on 4/4/2022 before going to ******. On 4/16, while traveling, I tested positive to Covid-19 and needed to postpone my return for 10 days, following CDC guidelines. I contacted ******* (formerly known as April Insurance) to confirm that both my extended stay and plane ticket change fee would be covered by my travel insurance. On May 2nd 2022, I filed a claim on their website and submitted all the required receipts. Since then, ******* has repeatedly asked for additional information which I always provided quickly. The last of these request was on July 2nd where they asked for confirmation of documentation showing any refund for my airfare. I repeatedly mentioned to them that this does not apply since I wasn't credited any voucher by my airline. The online status of the review of my claim shows that this last documentation submittal has not been reviewed for over 2 months. All my email inquiries have been ignored. Phone calls to claims department have had no effect on the processing of my claim,

  Business response

  09/14/2022

  September 13,2022
  
  Better Business Bureau
  Attn: Anouska Delicat
  4411 ************************************************************************** 33407
  
  RE:     Complaint ID:                17798279
             Claim Number:             3973520
             Policyholder:                 *********************
             Insured:                        *********************   
             Policy Number:             3GRCTI1377724
             Policy Type:                   Trip Interruption   
             Date of Loss:                 April 17, 2022
             Insurance Company:    ******************
  
  We are in receipt of the above referenced complaint that was submitted on August 30, 2022, and in reference to the above captioned claim, adjudicated by **********.  ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ****************** to process claims.
  
  In this complaint, ********************* expressed displeasure with the lack of communication regarding the handling of his claim. We have reviewed our file materials and we offer the following in response.
  
  On May 2, 2022, notice of this loss was received at **********, and the processor contacted ************ via email,acknowledging receipt of the claim and requesting the following documents to process the claim:
  
  Completed Claim Forms (signed and dated);
  2.Complete Travel Itinerary (i.e., flight schedule, hotel confirmation or tour/cruise itinerary);
  3. Proof of payment(s) for the trip (i.e., itemized travel invoice, e-ticket or paper ticket, hotel charges,service fees and other accommodation expenses or credit card statements);
  4. Confirmation of the reason for the Trip Cancellation, Interruption, or Delay (i.e., completed Physician Statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss);
  5.Cancellation letter from Tour Operator/Agency/Carrier (with cancellation policies);
  6.Penalty terms from the affected Travel Company, Carrier, lodging or other provider;
  7.Documentation showing any refunds (if applicable);
  8.Receipts for any additional/out of pocket expenses;
  a.Note: Reimbursement of same limited by policy terms and conditions
  9. Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)
  
  We received notification of documentation submitted on May 2, 2022, and the claim was assigned to a licensed adjuster. On June 10, 2022, the adjuster reviewed the claim and contacted ************ via email requesting the following to process the claim:
  
  Completed claim form.
  Documentation from the Common Carrier confirming reason for the cancellation.
  Documentation from the Common Carrier confirming whether any refunds/credits issued.  
  
  We received notification of documentation submitted on June 20, 2022. On July 4, 2022, the adjuster reviewed the claim and contacted ************ via email advising the above referenced documents are still pending and to please submit to process the claim. We received notification of additional documentation submitted on July 5, 2022. Due to a shortage of staff and high claim volume, there was a delay in processing claims. On September 5, 2022, the adjuster reviewed the claim and contacted ************ via email advising that the above referenced documents are still pending to process the claim, and to please submit.
  
  We received notification of additional documentation submitted on September 5, 2022. On September 7, 2022,the adjuster reviewed the claim and contacted the Common Carrier to confirm whether a refund or credit was issued. The Common Carrier confirmed ************ was issued a refund for the cancelled flight and ************ does not have other claims under this policy.
  
  ********** sincerely regrets the delay and inconvenience this claim process has caused to ***********.  
  
  Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
  Respectfully,
  
  *************************
  Director of Claim Operations
  ************
  **************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩