Customer ReviewsforApril Travel Protection

I probably called over 20 times in 4 months to try and follow up on my claim I filed online, submitted all necessary documentation, and finally after elevating it to a Supervisor, was told they had all necessary paperwork , the claim was closed and I would receive the check (confirmed they had correct address etc.). 4 weeks later, I still haven't received the check. This company is fraudulent, do not purchase from *******************

As of the time of this review, this claim had already been approved & payment for the claim has already gone out. We welcome the insured to contact us back if they do not receive payment by the end of this ********* will gladly have the check reissued.

This company is a ****. We bought travel insurance from them, but we never got a refund . Everything was legit, my son got a stomach bug and even went to urgent care, got a Dr. ***** We sent all the information that they asked for, but they kept giving us the runaround. It also says it should only take 5-7 days, however it's been 45 days. What's the point of travel insurance if you can't use it. My advice is Don't buy from GO READY Travel insurance!

*****,On 07/06/22, your adjuster asked for a copy of your Flight Itinerary. To date, it doesn't appear that's been provided. We're not sure if you responded to them directly on that.We see that you live in ****** & cancelled lodging in ******, so there's a strong chance you were driving to your destination. Please let us know if that's the case & we'll inform your adjuster accordingly.Thanks,GoReady Insurance

There was no flight itinerary it was a house rental that you drive to on your car but we already gave that information..

Just following up on this as on 08/11/22 the adjuster asked you to provide proof that you were not refunded or credited for the cancelled accommodations. If your cancellation confirmation with your travel supplier does not clearly indicate that information, then please contact them & ask for an email supporting it. Then upload that information to the claims portal. Thanks.

We received credit from the house rental company. So we don't need to pursue this claim anymore. Thank you.

Now it's called ****************** and it's very hard to find a place to write a review for this awful company. I bought this insurance for my travels overseas. Before I landed to my destination for my trip, I ran into some trouble with my airline. There was an issue with my connecting flights. I was stranded in *********** and had to pay extra due to a missed flight because of customs. I wrote ****************** about my claim and received no email and no acknowledgement of my email.I called the company and was rudely told that it was not their problem and that the insurance did not cover it. I wrote about another issue and was again ignored again. I actually had my luggage lost but based off my prior experience with this company , I didn't bother to try and call as I knew they would not cover it ,even though that is what was paid for. Avoid at all cost. Horrible company

Based on our system's notes, it appears that this insured ran into some issues when going through Customs. Not allotting enough time to get through Customs or Security lines is not something that any travel insurance policy sold by any company in the U.S. covers.The insured also appears to have had some confusion when making her travel arrangements with her travel agent and was hoping that travel insurance would cover the mistakes they made in booking those arrangements. Once again, this is not something that any travel insurance policy covers from any company.We remain available to help this insured should she like to submit a claim for any of these items including her potential baggage issues.

I would like to point out that this is the quickest response that I've had from this company. They never responded to either of my emails and were quite rude on the phone. If you read many of the complaints that this company gets, the response above is what you will receive from the company. You will not receive an apology or anything resembling somewhat of working things out. Very rude to the customer even though they are taking your money. There was no time to get through customs given the connecting flights due to lack of availability between available flights. There were no mistakes made.However, the complaint made had more to due with lack of communication and being ignored rather than the coverage ( This was over a week) . The company seems not to want to be bothered with it's customers and only respond in a timely manner when filing a public complaint. Again I say, read the reviews. I wish I had.

They are a fraud. My claims through emails would remain unanswered. Good luck getting through when calling them. You will be placed on hold for 10 minutes. Then, you would get an automated message that their mailbox is full. Once I got through to person name Daniel who was the rudest and most ignorant person I have ever encountered. He told me that his supervisor will call me back. No one did.

Unfortunately, Mr. ******* does not understand the way that travel insurance policies work & has refused to accept the explanations offered by a number of people within our organization. He continues to contact us repeatedly hoping for a different answer.

Mr. ********** airline changed his return flight weeks before its departure. He is looking for the travel insurance to pay for an additional hotel night weeks before he's even departed. There is no language in your travel insurance policy or any other that our company is familiar with that would accommodate that situation.

Should the airline have delayed his return flight by 6 or more hours while Mr. ******* was on his trip, then coverage would apply under the Travel Delay benefit. However, he continues to insist that the Travel Delay benefit should apply right now.

We have informed him that the event is not unforeseen if it's already happened before coverage even begins to take affect. Further, his policy specifically states that the Travel Delay benefit does not begin until his Departure Date.

When Coverage Begins

All coverages (except Trip Cancellation and Trip Interruption) will take effect on the later of:

1. the date the premium payment has been received by us; or
2. the date and time you start your Trip; or
3. 12:01 A.M. local time at your location on the Scheduled Departure Date of your Trip.

Trip Cancellation coverage will take effect at 12:01 A.M. local time at your location on the day after the date your premium payment is received by us or our authorized agent. Trip Interruption coverage will take effect on the Scheduled Departure Date of your Trip if the required premium payment is received.

I do not understand why if I was delayed for more than 6 hours before my trip is it different than being delayed while on my trip. I cannot change my trip or cancel it. The loss to me is the same.
In terms of speaking to different people, that is not true. I called their claim department after no one replied to my emails and claim submitted online. I talked to a rude and obnoxious person name ******. I asked to speak to the supervisor. ****** assured me that someone will call me back. No one did. I called again and spoke to ****** again. He said that the supervisor, *****, would call me within 15 minutes. Again, no one called me.
After that, I created a BBB review and submitted a claim with my credit card to cancel this insurance. They are a fraud, and I don't want to deal with them anymore.

Mr. ******* is welcome to submit a claim so he can see if our claims department and an insurance adjuster would see things any differently. We're simply pointing him to the language in the Description of Coverage from his policy & trying to help him understand what it says.

This company is a fraud. I have submitted a claim online. It was not acknowledged, no email was sent to me with claim number. Nothing. They decided that it is a better business model to address complaints on BBB than deal with customers. It was a mistake purchasing this insurance, and I hope I can help others avoid this mistake. Go with ********

We have responded to Mr. ****** by phone and by email. Therefore, his consistent anger & name calling appear to be centered around being told answers that he doesn't like. He's welcome to submit a claim & we wish him luck buying from Allianz or anyone else. We're confident he'll find that his current scenario of trying to apply a Travel Delay benefit before that coverage takes affect will not meet the terms of any travel insurance policy.

No, you have not responded to me by email. By phone, I have only talked to the same person named ******. On two occasions being promised to speak to a supervisor, did not result in anything. The voicemail on Customer Support is full. It is probably the same person, ******, writing here.
The company is a fraud. The other proof about this is that they have changed their name. They are now "GoReady Insurance formerly known as April Insurance". Probably too many complains have been submitted for the April Insurance, so it is time to get a fresh name. When GoReady name becomes tainted, they will switch again. Avoid.

A supervisor responded to you by email. We're sorry you didn't like the answers you were provided, but we're required to go by the terms of the policy you purchased. You'll find that to be the case with any insurance company you work with, so we'd recommend you read your Description of Coverage. If you find any language in the one you bought that justifies your current position, then be sure to let us know & we'll once again respond accordingly.

Regarding the brand change, as noted on our home page we were purchased in Q1 2021 which is why the name has changed.

This is the extract from their requirements on travel delay:

TRAVEL DELAY COVERAGE
If you are delayed on your Trip for 6 hours or more, we will reimburse you, up to the amount shown in the Schedule
for reasonable additional expenses incurred by you for lodging Accommodations, meals, telephone calls, local transportation, and additional vehicle parking charges and additional pet kennel fees incurred due to the delay. We will not pay benefits for expenses incurred after travel becomes possible.
Travel Delay must be caused by or result from:
a. delay of a Common Carrier; or
b. loss or theft of your passport(s), travel documents or money; or
c. Quarantine; or
d. hijacking; or
e. natural disaster or adverse weather; or
f. being directly involved in a documented traffic accident while you are en route to departure; or

g. unannounced strike; or h. a civil disorder.

************* (05/11)

My case is " a. delay of a Common Carrier; ". It is more than 6 hours delay. Nothing in there says about knowing about it prior to the trip.
So, they just don't want to pay for it, and spend their energy defending themselves on BBB instead of dealing with customer. FRAUD.

Mr. ******* continues to intentionally ignore any information that doesn't suit his situation. We've already forwarded the following language to him, so we know that he's completely aware of it. However, he'd prefer to call our company names instead of being accountable as any intelligent consumer would be to read what they purchased.

When Coverage Begins

All coverages (except Trip Cancellation and Trip Interruption) will take effect on the later of:

1. the date the premium payment has been received by us; or
2. the date and time you start your Trip; or
3. 12:01 A.M. local time at your location on the Scheduled Departure Date of your Trip.

Trip Cancellation coverage will take effect at 12:01 A.M. local time at your location on the day after the date your premium payment is received by us or our authorized agent. Trip Interruption coverage will take effect on the Scheduled Departure Date of your Trip if the required premium payment is received.

Right, I agree that I am not "intelligent" consumer who would just accept your answer or lack of such and stop bothering you. Sorry, no. You are a ****** Your rules are scattered all over so it is very hard to make any sense of it. Goodbye. Feel free to say the last word here. I am done with you.

The language you have an issue with is consistent across all travel insurance policies in our entire industry. We have explained the language, explained unforeseen events to you, & have answered your questions repeatedly in multiple forums. You're welcome to open a claim.

Do not buy travel insurance from this company! They have missed connection and trip delay insurance. Guess what, we missed our connection due to mechanical issues and I saw we had up to $500 for missed connection insurance per person. I ended up buying new plane tickets for over $700 for my family of 5 to get home because all flights were booked for the night with my airline. I felt comfortable doing this thinking I would be covered. Long story short, we got home at 3:30AM when originally were supposed to get home by 7:40PM. I filed claims which was very difficult and time consuming to only hear they will not honor my claim. Funny how easy they make it to take your money but when it comes to doing what they say, it is difficult and non existent.

July 14, 2021



***** ********
**** E ***** ***
********* ** XXXXX

Re: Case ID No.: XXXXXX
Our File No.: XXXXXXX
Policyholder: April Travel Protection Plan
Policy Number: 4GCVGRTIXXXXXXX
Policy Type: April Travel Protection Plan
Insured: ***** ********
Date of Loss 14-Jun-2021
Writing Company: Generali U.S. Branch

Dear ***** *********

We are in receipt of the review submitted on June 28, 2021, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third-party administrator assigned to act on behalf of Generali U.S. Branch, to process claims.

In your review, you expressed dissatisfaction with the denial of your claim as well as the claims process.
The policy contract you purchased provides benefits in accordance with the policy terms and conditions. The policy does not provide coverage for every eventuality, therefore, the loss experienced must meet the criteria of a covered Loss to be payable under the policy. If travel plans change, even for an understandable reason, it does not guarantee the reason for the change will meet the criteria for coverage.
Our review of your claim file indicates that you were scheduled to travel with your family on June 14, 2021, with United Airlines flight 4856 from Corpus Christi, TX to Houston, TX and flight 1627 from Houston, TX to Denver, CO. According to the documents submitted from United Airlines, flight 4856 was delayed for 154 minutes due to late turn-late arrival of inbound flight. As a result, you were forced to find an alternate flight to reach your final destination incurring an additional $696.95 to book with Spirit Airlines. The documents submitted indicate that the Spirit Airlines flight was also delayed, causing you to arrive late to your destination. We reached out to Spirit Airlines to confirm the reason for the delay, due to discrepancies found in the documentation provided, and we were informed that their delay was due to weather. The documents submitted do not indicate that you incurred additional expenses due to the Spirit Airlines delay.

Based on the documentation received, it remains our position that this claim was denied correctly in accordance with the terms of the policy as Missed Connection coverage only pays for delays of 3 hours or more due to adverse weather. Travel Delay coverage pays for delays of 6 hours or more and reimbursement is limited to reasonable additional expenses incurred by you for lodging accommodations, meals, telephone calls, local transportation, and additional vehicle parking charges and additional pet kennel fees. Trip Interruption benefits are provided for Common Carrier delays and/or cancellations resulting from adverse weather or mechanical breakdown of the aircraft, therefore, if you incurred additional transportation expenses due to the Spirit Airline delay, please submit supporting documents for further review and consideration.

Generali US Branch issued this Insurance Policy. For ease of reference, provisions of the policy pertinent to your claim are quoted below.

MISSED CONNECTION COVERAGE
We will pay for Covered Expenses up to the amount in the Schedule should you miss your cruise or tour departure as a result of the cancellation or delay of 3 hours or more of your regularly scheduled airline flight due to adverse weather. For this benefit, Covered Expenses means additional transportation expenses incurred to join the departed cruise or tour, reasonable additional accommodation and meal expenses incurred en route to catch up to the cruise or tour, and non-refundable cruise or tour payments for the unused portion of your water or land arrangements. This coverage is available if no other coverage is provided by a Common Carrier or other party at no cost to you, and if no coverage is available elsewhere in the Policy.

TRAVEL DELAY COVERAGE
If you are delayed on your Trip for 6 hours or more, we will reimburse you, up to the amount shown in the Schedule for reasonable additional expenses incurred by you for lodging Accommodations, meals, telephone calls, local transportation, and additional vehicle parking charges and additional pet kennel fees incurred due to the delay. We will not pay benefits for expenses incurred after travel becomes possible.

We sincerely apologize for any inconvenience that the claim process may have caused you. While we sympathize with you and we understand this is not the outcome you desired, we hope that our response helps you to better understand our position.

Respectfully,


******* *******
Affinity A&H Team Manager
Broadspire Services
P XXX XXX-XXXX
E: ***************@choosebroadspire.com

Hi, now they are saying Spirit airlines which wasn't even the flight in question. It was my United flight delayed which caused me to miss my other United connection. The Spirit flight was my out of pocket cost to get home 7 hours later!

July 15, 2021

***** ********
**** E ***** Ave
Thornton, CO XXXXX

Re: Case ID No.: XXXXXX
Our File No.: XXXXXXX
Policyholder: April Travel Protection Plan
Policy Number: 4GCVGRTIXXXXXXX
Policy Type: April Travel Protection Plan
Insured: ***** ********
Date of Loss 14-Jun-2021
Writing Company: Generali U.S. Branch

Dear ***** *********

Our review of your claim file indicates that you were scheduled to travel with your family on June 14, 2021, with United Airlines flight 4856 from Corpus Christi, TX to Houston, TX and flight 1627 from Houston, TX to Denver, CO. According to the documents submitted from United Airlines, flight 4856 was delayed for 154 minutes due to late turn-late arrival of inbound flight. As a result, you were forced to find an alternate flight to reach your final destination incurring an additional $696.95 to book with Spirit Airlines. The documents submitted indicate that the Spirit Airlines flight was also delayed, causing you to arrive late to your destination. We reached out to Spirit Airlines to confirm the reason for the delay, due to discrepancies found in the documentation provided, and we were informed that their delay was due to weather. The documents submitted do not indicate that you incurred additional expenses due to the Spirit Airlines delay.

Based on the document submitted from United Airlines, flight ****** was delayed for 154 minutes (departing at 18:44 instead of 16:15) This delay was due to a late turn. As the cause of loss for the United Airlines delay was not due to adverse weather or mechanical breakdown, the additional transportation expenses incurred in purchasing the Spirit Airlines tickets does not meet the coverage trigger for reimbursement under Trip Interruption. Further, as the delay was less than 3 hours and not due to adverse weather, it does not meet the coverage trigger for Missed Connection coverage. Travel Delay coverage does not include reimbursement for additional transportation expenses, with the exception of local transportation expenses such as bus or taxi fares. As such, we are unable to reimburse you the additional transportation expenses you incurred for the Spirit Airlines fares due to the United Airlines delay.




MISSED CONNECTION COVERAGE only pays for delays of 3 hours or more due to adverse weather.

TRAVEL DELAY COVERAGE
If you are delayed on your Trip for 6 hours or more, we will reimburse you, up to the amount shown in the Schedule for reasonable additional expenses incurred by you for lodging Accommodations, meals, telephone calls, local transportation, and additional vehicle parking charges and additional pet kennel fees incurred due to the delay. We will not pay benefits for expenses incurred after travel becomes possible.

TRIP INTERRUPTION BENEFITS are provided for Common Carrier delays and/or cancellations resulting from adverse weather or mechanical breakdown of the aircraft, therefore, if you incurred additional transportation expenses due to the Spirit Airline delay, please submit supporting documents for further review and consideration.

We sincerely apologize for any inconvenience that the claim process may have caused you. While we sympathize with you and we understand this is not the outcome you desired, we hope that our response helps you to better understand our position.

If you would like to discuss further or if you need assistance understanding the policy terms referenced above, feel free to contact me at the number listed below.

Respectfully,


******* *******
Affinity A&H Team Manager
Broadspire Services
P XXX XXX-XXXX
E: ***************@choosebroadspire.com

CC:
BBB Serving Southeast Florida and the Caribbean
Attn: ***** *****
**** Beacon Circle
West Palm Beach, FL XXXXX

They completely ******* my Mom and Dad. My mom and dad wanted to treat themselves to one more Cruise after they just went through cancer. My mom tried and tried and tried and jump through every hoop she was supposed to and they still screwed her over. Refusing to give her her money back. They kept telling her she needed more information and she went to go get it and kept jumping through more hoops and ran out of time. I am disgusted and so upset that someone could take advantage of people with cancer. What a horrible company and my mother and father did everything right and follow the rules and still got completely screwed. I don't want anyone else to have to go through this ** like they put my parents through. It's a **** *****.

We would like the opportunity to assist Ms. *********** parents. However, she has not responded to our emails and did not provide the requested information necessary in order to adjudicate her family's claim. We'll be happy to address her concerns once she responds accordingly.