Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I travelled to **** in April. My son fell sick while in **** and we had to return back to the **. We filed a claim with tin leg a Squaremouth company to recover the expenses from the trip. They mentioned that the physician in **** advised us to wait for 48 hours prior to continuing our trip. The doctor in the US advised us to not travel due to my son having the flu and travelling with the flu to high altitude regions would pose a risk for a 9 year old kid. I have provided the letters from the doctor as well as all the supporting documentation to the travel insurance company but my claim was still denied.

  

  Business Response

  Date: 06/30/2025

  Dear H33373**63**43**13639H,
  
  We are responding to the complaint filed by ***** ******* - policy# **-TLG-B29-148BE, regarding a partially denied trip interruption claim for their recent H313****2393439303638H to ****. We appreciate the opportunity to clarify the details of this claim.
  
  The customer's son received medical treatment in **** for a fever and sore throat. On April 14, 2025 the treating physician in ****, Dr. ******** *****, advised them to wait 48 hours before continuing their trip. However, there was no medical recommendation from this physician at the time of loss that advised them to return home. The family decided to return to the ** on April 15, 2025 and subsequently filed a claim for trip interruption expenses.
  
  Our policy's Trip Interruption benefit requires medically imposed restrictions, as certified by a physician at the time of loss, that prevent participation or continued participation in the covered trip, or a physician's advice to cancel the trip on or before the scheduled departure date. In this case, the Peruvian physician's recommendation was to wait 48 hours, not to end the trip and return home. This language can be found on the attached policy documents provided to the insured at the time of purchase and found on page 7, Section IV. Coverages - Trip Cancellation/Trip Interruption, which states:
  
  The Following are the Unforeseen Events for Trip Cancellation and Trip Interruption: (a) 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.
  
  Regarding the letter from the stateside doctor, dated June 11, 2025, advising the insured to cancel their trip, we acknowledge its submission. However, this letter was written approximately two months after the loss, and we have not received any medical records or notes from the time of loss from this doctor to support a medical necessity for immediate return H313****2393439303638H at that time.
  
  The claim for trip interruption expenses was thoroughly reviewed, including an appeal that was sent to our underwriter, and the denial was upheld as the conditions for coverage under the Trip Interruption benefit were not met.
  
  We have, however, processed a payment totaling $37.57 under the Emergency Accident and Emergency Sickness Medical Expense benefit.
  
  We were unable to cover some of the other expenses submitted under the Emergency Accident and Emergency Sickness Medical Expense benefit due to the following reasons:
  
  $260.00 - Doctor in ****: No documentation was provided to verify coverage for this expense.
  $22.36 - ***** Shop: No itemized receipt was provided.
  $22.36 - Holiday Inn ****: No itemized receipt was provided.
  $140.00 - PW Sun Gate Tour: Additional lodging is not a covered expense under this benefit.
  $14,910.50 - Mindful Travel, $224.91 - ***************, $1,012.00 - Passport Health: These expenses were for trip interruption and were not covered as the medical records provided did not show a physician-imposed restriction that prevented the son from continuing the covered trip at the time of the loss, as required by the policy.
  
  We understand this is a frustrating situation for the family. We base our decisions on the terms and conditions of the purchased policy and the documentation provided at the time of the claim. We have provided a detailed explanation of our decision, referencing the relevant policy wording.
  
  Sincerely,
  ******* ******
  Sr. Director, Operations
  
  
  

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23520154
  
  I am rejecting this response because: I visited my son's pediatrician on 4/16/2025 after returning from **** and he was tested for the flu and it was a positive test. This is indicated in the file Medical Records.pdf. The doctor's in **** did not run any tests on my son and were not able to communicate with us in English which was frustrating and concerning as a parent of a 9 year old with a constant 104F fever. The Insurance company informed me on May 15 that they needed my doctor to provide a letter stating that we could not travel due to the medical condition (file Gmail - Tin Leg Claim Approved - Claim 31974-01.pdf). I was able to get the letter from the doctor Jun 11, 2025 (file Letter.pdf) as they were not in the office and before that I was busy with my personal matters. The letter from the doctor states that my son could not travel with the flu. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/09/2025

  Dear Better Business Bureau,
  
  We are responding to ***** ********* rejection of our previous response regarding their trip interruption claim. We understand the insured's perspective and the challenges they faced during their travel. However, our decision remains consistent with the terms and conditions of their policy.
  
  The insured states that they visited their son's pediatrician on April 16, 2025, and received a positive flu test result. While we acknowledge this documentation, the key factor for trip interruption coverage is the medical advice provided by the treating physician at the time of loss that directly prevented the continuation of the trip. On April 14, the treating physician in ****, advised the family not to travel for 48 hours. There was no recommendation from the treating physician in **** for the family to return home. Despite this advice to wait, the family chose to fly home the very next day, April 15.
  
  The insured provided a letter dated June 11, 2025, from their stateside doctor, which states their son could not travel with the flu. We reiterate that a letter from a stateside doctor, written after the loss and not by the physician who treated the son in **** at the time of the event, is not covered under the Trip Interruption benefit. Our policy requires that a physician certify medically imposed restrictions at the time of loss, preventing continued participation in the covered trip, or advise cancellation on or before the scheduled departure date.
  
  Furthermore, it is important to note a specific exclusion in the policy details previously attached in our response: Page 13, SECTION VI. GENERAL LIMITATIONS AND EXCLUSIONS, 17. Accidental Injury or Covered Sickness when traveling against the advice of a Physician.  In this case, the treating physician in **** advised against travel for 48 hours, yet the family traveled home sooner.
  
  While we sympathize with the difficulties experienced, the medical advice provided by the treating physician in **** did not recommend returning home, and in fact, advised against travel for a short period. The decision to return home the day after this advice, combined with the policy's requirements for trip interruption and the stated exclusion, means that the conditions for coverage under the Trip Interruption benefit were not met.
  
  We have already processed a payment of $37.57 under the Emergency Accident and Emergency Sickness Medical Expense benefit for eligible expenses, as outlined in our previous communication. Our decision regarding the trip interruption claim remains final based on the policy's terms and the documentation provided.
  
  Sincerely,
  
  ******* ******
  Sr. Director, Operations
  Squaremouth
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23520154
  
  I am rejecting this response because we decided to travel earlier from **** for a couple of reasons 1) the treating physician did not speak english and we asked her if it was safe for us to fly back to the ** and she said it was okay for us to fly back to the **. A 9 year with a high fever in a country where the doctors did not talk in english was of great concern to us. 2) I tried to talk to the travel agent to see if they were able to reschedule our trip but it was not possible to secure tickets to ************* until the end of April/early May and that was the main reason why were in ****. So it did not make sense to us to continue to stay in **** due to the reasons I stated above. 

  48 hours after we saw the doctor in ****, on our return to the US my son still tested positive for the flu and was miserable and throwing up. So even if we would have waited there at a risk of not getting the appropriate medical treatment (the doctor in **** was not willing to conduct a test even for my son), we would have to ultimately fly back. our trip was from April 12 - 25 and there was no ways we could have completed the trip with a 9 year old sick child. I request the insurance to reconsider their decision. I took the insurance for piece of mind and this has been a terrible experience for me and my family. I can reach out to the treating physician in **** to get a letter from them stating that they advised my son could travel back to the states. Please let me know. 

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

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this formal complaint against Squaremouth and its affiliate, Tin Leg Travel Insurance, for failure to process a valid claim and for deceptive business ************ spouse and I had to cancel our trip after she was diagnosed with severe bronchitis, making travel impossible. We filed a claim (32300-01) with Tin Leg for our non-refundable flight and hotel expenses. I have provided all requested documents, including the physician's diagnosis, proof of payment via credit card statements, and official confirmation from the airline and *********** that our reservations were non-refundable.The claims process has been intentionally difficult. For nearly a month, Tin Leg has engaged in delay tactics, responding to each document submission with a new, piecemeal request for more information rather than providing a clear list of requirements upfront. This feels like a strategy to frustrate us into abandoning our legitimate claim.Furthermore, Squaremouths marketing is deceptive. Their "Zero Complaint Policy" promises to delist insurers that do not resolve customer issues. Trusting this, I sought help from their "complaint advisor," only to discover that Squaremouth owns Tin Leg. This is a significant conflict of interest that makes their policy meaningless for their own customers. The advisor offered no real help or timeline for resolution.I believe these companies are operating in bad faith. I am requesting your immediate assistance.Desired Resolution:I seek full and immediate reimbursement for our non-refundable travel costs as covered by our policy. I also urge the BBB to investigate the deceptive relationship and conflict of interest between Squaremouth and Tin Leg.

  

  Business Response

  Date: 06/20/2025

  Dear Better Business Bureau,
  
  This letter responds to the complaint filed by Alexey Markelov regarding claim 32300-01 (BBB# ********) with Tin Leg Travel Insurance. We appreciate the opportunity to address the concerns raised.
  
  ******* and Alexey purchased an Individual Travel Protection Insurance Policy from Tin Leg Travel Insurance, effective May 9, 2025, which included a Trip Cancellation benefit. They filed a claim for non-refundable flight and hotel expenses, stating the trip was canceled due to a diagnosis of severe bronchitis.
  
  We have thoroughly reviewed the claim, with final documentation received on June 17, 2025. Our investigation revealed inconsistencies with the information provided by the claimants. Our team contacted ************, who confirmed that the original flight itinerary for May 14, 2025, and May 19, 2025, was not canceled but rather changed to new dates of June 20, 2025, and June 24, 2025, without any associated fees or costs. Additionally, *********** confirmed that the hotel reservation was canceled on May 14, 2025, and a full refund was issued to the claimants.
  
  Based on these findings, we are unable to provide reimbursement for the claimed expenses under the Trip Cancellation benefit. The policy (also attached here) clearly states under SECTION II. GENERAL PROVISIONS, MISREPRESENTATION AND FRAUD: "Your coverage shall be void if, whether before or after a loss, You have concealed or misrepresented any material fact or circumstance concerning the Policy, the subject thereof or Your interest therein or if You commit fraud or material misrepresentations in connection with this insurance coverage."
  
  The information obtained directly from the airline and *********** indicates a misrepresentation of the material facts of this case. Therefore, the claim for reimbursement is denied in accordance with the policy terms.
  
  Regarding the concerns about Squaremouth's "Zero Complaint Policy" and its relationship with Tin Leg, Squaremouth operates as a travel insurance comparison website, and Tin Leg is one of the many providers whose policies are offered on the platform. Squaremouth's policy aims to ensure customer satisfaction and transparency, and any perceived conflict of interest is unintentional. We strive to provide excellent customer service regardless of the relationship between the entities.
  
  Sincerely,
  ******* ******
  Sr. Director, Operations
  

  Customer Answer

  Date: 06/20/2025

   
  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

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were scheduled to take a trip with *** in **** from 9/12/2024 to 9/14/2024. We bought travel insurance from Tinleg (owned by Squaremouth) in case we were unable to go on the trip. We were unable to take the trip because my husband's father died right before we were scheduled to leave for the *** trip. A death in the family was a covered condition in the travel insurance policy.Tinleg/Squaremouth refused to honor the policy. They should reimburse us for the $4089. that we lost due to cancelling the *** ************* has not tried to resolve the problem despite an appeal

  

  Business Response

  Date: 01/27/2025

  We understand your frustration with the claim denial and apologize for the difficult situation you experienced due to the loss of your husband's father.
  
  After a thorough review of your claim and the policy terms, the claim was denied because it did not meet the policy requirements for Trip Cancellation as defined on page 7 of your policy:
  "TRIP CANCELLATION We will pay a benefit, up to the maximum shown on the Schedule of Benefits, if You are prevented from taking Your Covered Trip due to any of the Unforeseen Events listed below occurring on or after the Effective Date of the Policy. Maximum trip length is also shown on the Schedule of Benefits. We will pay You for the following: (a) The amount of forfeited, non-refundable, and unused Payments or Deposits;"
  
  While a death in the family is a covered reason for trip cancellation, the policy requires that the entire trip be canceled, preventing you from taking the trip. In this case, the trip was rescheduled, which is not covered under the Trip Cancellation benefit. Your trip costs were not forfeited as you were able to take your trip at a later date.
  Furthermore, the claim went through the appeals process twice with the underwriter and was upheld both times. This indicates that the claim was thoroughly reviewed and the decision was made in accordance with the policy terms.
  
  We empathize with your circumstances and regret that the claim did not have a more favorable outcome. We are committed to providing our customers with clear and accurate information about their travel insurance policies. We encourage you to contact us directly if you have any further questions or concerns.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22846124
  
  I am rejecting this response because:

  The business claims that the trip wasn't cancelled because we used the plane ticket at a later date but this is irrelevant. The unrefundable trip that we had planned was with REI. We could not reschedule or get our money back. REI sent us an acknowledgment of the trip being cancelled. We want our money back for this cancelled trip. I have attached the documentation from REI.

  Thank you.

  Sincerely,
  
  *** ******

  

  Business Response

  Date: 02/11/2025

  We understand your continued frustration and appreciate you providing the *** documentation. Please be assured that this documentation was already submitted during the claims process, including as part of the appeal. The underwriter reviewed this information thoroughly and upheld the original decision, based on the policy terms.
  
  As we explained in our previous response, while a death in the family is a covered reason for trip cancellation, the policy specifically requires that the entire trip be cancelled and that you be prevented from taking it. Because you ultimately rescheduled and traveled, the expenses incurred with ***, while unfortunate, do not fall under the Trip Cancellation benefit as defined in your policy. The policy covers forfeited, non-refundable trip costs when a trip is completely cancelled, not expenses associated with rescheduling or alternative arrangements.
  
  We have completed our review of your claim, including the documentation you have provided, and have thoroughly addressed the concerns raised in your complaint. The outcome of the claim remains unchanged. At this point, we will not be providing any additional responses. We understand this has been a frustrating experience, and we sincerely apologize that the resolution was not more favorable.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22846124
  
  I am rejecting this response because the *** trip was cancelled whether we took a later trip or not. Their refusal to cover it is not in the spirit of the contract nor was that explained the contract. They found a loophole to deny my claim and I do not accept their denial. It is unfair. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings: SquareMouth purportedly has a "zero complaint" policy! Well this is a Lie! I have a complaint which has been long unresolved. *****. *****. *****. Then do Nothing. I took out a Travel Insurance Policy with SquareMouth way back in August 2024 on my 50th trip to *****: ***********. My items were stolen on the trip and from then until now----all I get are computer generated letters from ****************** Specialty Insurance Company. *****. *****. *****. As noted, I filed my claim way back in September 2024. The person assigned to assist me from SquareMouth dropped my claim when I simply contacted the Department of Insurance in ************* (I called and got the Corporate headquarters of *********) to seek resolution. I had no idea that I surrendered all my rights when I reach out to other sources to assist me.... SquareMouth, even though I used Consumer Reports to select this company simply goes through the Motions! I am simply in hopes that SquareMouth will get ************************** to simply pay my claim.Respectfully yours,***** O Kushindana, ***********, ********* (U S Disabled Veteran)

  

  Business Response

  Date: 01/14/2025

  Mr. Kushindana,
  Thank you for providing your feedback regarding your experience with Squaremouth, our provider partner, ******************, and our Zero Complaint process.
  
  Squaremouth is a travel insurance comparison website that allows travelers to compare and purchase policies from various reputable providers. Once a customer purchases a policy, all claims are handled directly by the chosen insurance provider, which in your case would be *******************Each policy purchased on our website includes our Zero Complaint Guarantee. Our Zero Complaint Guarantee is our promise that the travel insurance policy you purchase through Squaremouth is from a reputable provider who will handle your claim fairly and honestly. If your claim has been denied and you believe the determination was made unfairly, our team of licensed claims adjusters will investigate your case and mediate with the provider on your behalf.Upon receiving your Zero Complaint case, we activated this team on your behalf and the investigation revealed the following:
  
  Missing Documentation: ****************** has requested specific documentation from you to support your claim, including your original flight itinerary and receipts for the stolen items. This documentation is still needed.
  Communication Efforts: We have been in regular contact with both you and ****************** to facilitate the claim process. On 12/26/2024, you informed the Zero Complaint team that you were moving forward with a complaint to the Massachusetts Insurance Commissioner, your ********************** and the **************************** in *************. At that point, our team informed you that once a Department of Insurance (DOI) complaint is filed, our process is to step back as the Zero Complaint process is a less formal duplication of a DOI complaint. We also advised you to follow up with the Massachusetts Insurance Commissioner directly for updates on your case.
  Document Assistance: Our Zero complaint team advised you on how to proceed with your claim, including the option to proceed with a limited review if receipts were unavailable.
  
  We understand your frustration with the claim process. However, it's important to note that the delay in processing your claim was due to the missing documentation.
  
  We are committed to resolving your complaint fairly and efficiently. If you wish to reopen your Zero Complaint case, we are happy to do so if you do not wish to file a complaint with the Insurance Commissioner as you had originally planned. This is to avoid unnecessary duplication efforts and multiple attempts by you to submit the same documentation to multiple parties.
  
  If you wish to re-open your Zero Complaint case, we will continue to monitor the situation and assist you in any way possible, while respecting the independent claims handling process of *******************We hope this helps to clarify the Zero Complaint Guarantee.
  
  Regards,
  ******* ******
  Operations Director

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a trip to ****** on 8/2/2024. Around August *********************************** my feet. I am a diabetic and had never felt this before. I saw my doctor and found out my blood glucose had spiked, necessitating a complete change to my treatment. I changed medicines, added injections but needed to be closely followed until medications and quantities were adjusted and blood glucose was stable. I contacted the *************** and they only refunded 40% of the $4000. Even with the dr ********** I then contacted Tin Leg and provided all their requests including a statement from my doctor. My health provider is *********************** and they do not fill forms. They do provide information based on dr ********** In my case I have been stuck between ****** refusal and Tin Leg demands. I need help.

  

  Business Response

  Date: 12/16/2024

  We have received your BBB complaint and have taken immediate steps to address your concerns.
  
  We understand that you experienced a significant health issue that prevented you from taking your planned trip to *******
  
  We want to assure you that we take all customer concerns seriously, and we have escalated this matter to our claims department for further review. We understand your frustration with needing to submit medical documents to support your claim. Due to insurance regulations, certain documentation is required. We understand that this may seem strict, but these guidelines are in place to maintain fairness and consistency for all our customers. A Treating physician statement with specific medical records is required for all claims, however, based on the unwillingness of the provider to provide the necessary documentation our claims department has accepted the information on file as an exception.
  
  We apologize for any inconvenience or frustration this may have caused. You will be receiving a follow-up email from your claim examiner with this update by the end of the day, along with additional information regarding your claim amount from ***************. Please be on the lookout for further communication from our claims team. The information needed from *************** should be the final documentation needed to finalize your claim.
  
  Please do not hesitate to reach out to me directly should you have any further questions or concerns.
  
  Regards,

  ******* ******
  Operations Director
  ************************************************************

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the PROPOSED resolution is satisfactory to me. Please keep record open until payment is made and received.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a travel insurance Tin Leg for my trip to *****. My trip was interrupted due to illness. I contacted Tin Leg while in ***** and asked for instructions on how to proceed. The respond came and in their email the representative clearly stated that if I am unable to return home as scheduled, to contact my airline to request they change the return flight form. When I opened a claim with Tin Leg to reimburse me for lost lodging and medical expenses from the Hospital that I went to on a day of arrival to ********, my claim was denied. Reasons for denial I do not agree with. The letter that was sent to Tin Leg by my attorney was ignored and the reason they told me it came could hours later after decision was made by the appeal person.

  

  Business Response

  Date: 12/03/2024

  Mrs. ***************** understand your disappointment regarding your recent claim. We take all customer concerns seriously and strive to provide clear and fair coverage.
  To address your specific points:
  
  1. Trip Interruption Claim
  Our policy requires that a covered sickness or injury must be medically certified by a qualified physician at the time of the loss to qualify for interruption coverage. This is explained further on page 6 of your policy document which states the following under covered reasons for Trip Interruption:
                   The Following are the Unforeseen Events for Trip Cancellation and Trip Interruption:
                    (a) 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.
  
  While we understand your discomfort, it's important to note that advice from a traveling companion, even if they are a physician, does not fulfill this requirement. You can find the definition of "Physician" on page 3 of your policy document which defines Physician as
                 a licensed health care provider of medical, surgical or dental services acting within the scope of his or her license and rendering care or treatment to You that is appropriate for Your medical condition(s) and locality where the services are provided. The treating Physician may not be You, a Traveling Companion or a Family Member
  The physician's certification must be from a licensed healthcare provider who is treating you for the illness at the time of the interruption.
  
  
  2.    Medical Expense Claim:
  Our policy covers medical expenses incurred during your trip. Once you return home, coverage for medical expenses ceases. Page 5 of your policy explains that your coverage ends once you return home, and states:
                  When Your Coverage Ends:
                Coverage is effective for the stated term shown in the confirmation of benefits. In addition, Your coverage will end at 11:59 P.M. local time on the earliest of the following dates:
  (a) the date You cancel Your Covered Trip;
  (b) the Scheduled Return Date as stated on the travel tickets;
  (c) the date You return to Your origination point if prior to the Scheduled Return Date; or
  (d) the date You leave or change Your Covered Trip (unless due to Unforeseen and unavoidable circumstances covered by the Policy).
  The treatment you received after returning home, while unfortunate, does not fall within the scope of our policy.
  
  An appeal was sent to the underwriter who determined there could be no coverage as you did not seek medical treatment at the time of the loss and the medical expenses incurred are not covered as the expenses incurred once you returned home.
  
  We regret that this situation has caused you inconvenience and hope this explanation clarifies the basis of our decision. I understand this has been a lengthy and frustrating process for you, and apologize that your claim did not have a more favorable outcome.
  
  ******* ******
  Operation Director
  
  
  

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the Tin Leg Silver policy which is described as being Comprehensive and Extensive coverage for trip delays and trip interruption. Our policy insured a $12,785 trip to ****** including prepaid airfare from our home to ******, prepaid ferry transportation and lodging for five trips to various ************* during our trip, and prepaid airfare back to our home. Our ferry from ****** to ***** was cancelled the day before departure due to weather so we had to book a flight in order to get to our hotel accommodations in ***** and continue our trip itinerary. The ferry fare was ultimately refunded but the airfare was more expensive than the originally booked ferry so our claim was for the difference in price. Later, our ferry for a day trip from ***** to ********* was rescheduled to the following day due to anticipated bad weather. The rescheduled ferry would have arrived long after our prebooked and prepaid private tour in ********* had embarked. Luckily, we were able to change our ferry trip to the night before our tour. This required an unplanned hotel and transportation in ********* to attend our tour. Our claim was for these two unplanned costs. All of the above events interrupted our prepaid trip itinerary and our claim costs allowed us to continue our planned trip. Our total claim of $334 on a $12,785 insured trip is well below the policy limits for both Trip Interruption and Trip Delay coverages in our policy. Tin Leg denied our claim stating they only cover cancellations or delays affecting the initial arrival leg of the trip or the final departure leg of your trip. They do not cover anything adversely affecting travel legs in between those two events including weather delays and cancellations. This is despite the fact that they base your insurance premium on the entire trip costs which includes the middle leg travel, ************* costs. How is this Comprehensive and Extensive coverage? This is very misleading and lacking in ethics.

  

  Business Response

  Date: 11/04/2024

  Thank you for sharing your concerns about your recent claim experience. I understand how disappointing it must be to feel that your coverage did not align with your expectations, especially given the disruptions you faced during your trip.
  To clarify, your claim was reviewed under the Trip Delay and Trip Interruption coverages outlined in your policy. Trip Delay coverage applies to delays that occur while en route to or from your covered trip, such as delays impacting your initial journey to your destination or your final departure home. In your case, because you had already arrived in ****** and the ferry delay happened two days into your stay, the Trip Delay coverage could not apply, as you were no longer in transit to or from your trip. The Trip Delay coverage can be found on page 12 of your policy document attached and reads: For Trip Delay: "Coverage is in force while en route to the Covered Trip from Your home and also while en route from the Covered Trip to Your home."
  
  Similarly, Trip Interruption coverage is designed for scenarios where a traveler cannot continue or resume their trip. Since you were able to adjust your plans and continue your itinerary, this benefit could not be applied. We understand this policy language may feel restrictive, and two appeals were submitted for a thorough review; however, both were upheld based on the terms of the coverage. Language pertaining to the Trip Interruption benefit can be found on page 16 of your policy document which reads: "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"
  We recognize how unsettling and stressful these disruptions can be, and we appreciate the time you took to share your feedback. If you have any additional questions or need further assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22498677
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 11/05/2024

  I reject the business response. When you base your insurance premium on the entire trip costs but dont cover interruptions or cancellations that occur during entirety of the trip, your coverage should not be advertised as Comprehensive and Extensive coverage. You are misleading the public.

  

  Business Response

  Date: 11/12/2024

  Thank you for your response and for giving us the opportunity to address your concerns further. I understand that you feel the coverage did not fully meet the expectations set by the policy descriptions, and I want to assure you that we take your feedback seriously.
  
  The terms Comprehensive and Extensive in our policy descriptions are intended to convey the wide range of coverages available, from Trip Delay and Trip Interruption to Trip Cancellation and Emergency Medical. However, each coverage type is defined by specific terms and limitations, which determine when and how benefits can be applied. For Trip Delay and Trip Interruption, this includes covering unexpected delays or interruptions en route to or from your destination but not during travel within your trip once youve arrived.
  
  We understand how important it is to make policy details clear, and we strive to avoid any confusion regarding coverage terms.
  
  We have completed our review of your claim and have thoroughly addressed the concerns raised in your complaint. At this point, we will not be providing any additional responses. We understand that this has been a frustrating experience for you and sincerely apologize that the resolution was not more favorable.  If theres anything more we can clarify or if youd like further assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22498677
  
  I am rejecting this response because: They claim in their response that "We understand how important it is to make policy details clear, and we strive to avoid any confusion regarding coverage terms." Obviously, their policy details are not clear yet they choose to do nothing about it. Very disappointing for a company with an A+ rating. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/18/2024

  We have completed our review of your claim and have thoroughly addressed the concerns raised in your complaint. At this point, we will not be providing any additional responses. We understand that this has been a frustrating experience for you and sincerely apologize that the resolution was not more favorable.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We will never use Tin Leg again. We paid them $416 travel insurance for my husband and me. No idea how they have good reviews. They refused to pay a very small claim so imagine what they'd do with a big claim. My husband got Covid in ******* and Tin Leg refused to reimburse him for the test kit and over-the-counter medicine we bought, a small total amount. The clinic our hotel called had said to buy a test kit and do the test. He did, it was positive and so we went to a walk-in clinic the hotel suggested. The front desk person ushered him out without examining him saying go back to hotel and isolate and take paracetamol OTC med. for symptoms. Tin Leg would not reimburse his costs saying he needed a doctor's note. Upon return to **, he saw a *** for persistent symptoms and we sent that medical summary. Tin Leg still refused to pay a *****. We wont' be using them again.

  

  Business Response

  Date: 10/18/2024

  We apologize for the frustration you have experienced.
  
  I have consulted with our claims team to gather further details about your case. It appears that your claim was denied because a physician did not confirm your diagnosis during your trip, which is a requirement under the policy. Attached is a copy of your policy document which describes Covered Sickness" means an illness or disease that is diagnosed or treated by a Physician on or after the Effective Date of insurance and while You are covered under the Policy in accordance with the terms and provisions of this Policy.
  
  The Emergency Medical benefit is designed to reimburse medical expenses when emergency treatment is required due to an accidental injury or Sickness. Medical documentation from a licensed Physician certifying the sickness or injury is a requirement of the policy.
  
  I understand this has been a lengthy and frustrating process for you, and apologize that your claim did not have a more favorable outcome.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22349874
  
  I am rejecting this response because: I explained repeatedly why the only doctor's note was obtained upon return to the ** because the clinic in ******* escorted him out as he was contagious with Covid and told him to isolate at the hotel and to take Paracetamol for symptoms. This was after the hotel had called the clinic and was told to have me buy a covid test. I did and I tested positive so went to the clinic but they did as described above. We filed a claim for the Covid test kit and the Paracetamol and Tin Leg refused to pay for them. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/31/2024

  As outlined in our previous response, our review confirmed that a physician did not diagnose or treat your condition during your trip, which is required under your policy. For clarification, a copy of your policy document is attached, where the Covered Sickness clause specifies that coverage applies to an illness or injury diagnosed or treated by a licensed physician during the policy period.

  
  The Emergency Medical benefit covers expenses related to emergency medical treatment when necessary due to accidental injury or illness, with documentation from a licensed physician being a required part of the claim process.
  We have carefully reviewed your claim and addressed the points raised in your complaint, and we do not have additional information to provide. We understand this outcome is disappointing, and we genuinely apologize for any frustration this may have caused.

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tin Leg is unable to send me a replacement check for a closed/accepted claim. My Tin Leg's policy number is TLP-619-1AC52 On 3/25/2024, a Broadspire adjuster contacted me & stated I never cashed the check they had mailed to my prior address. I emailed them back with my current mailing address & didn't hear back from them. After multiple contacts, they stated clearly that they could not re-issue the check since they no longer handle Tin Leg Claims & that I'd need to contact Tin Leg for assistance.Multiple, multiple phone calls (last was 7/17/2024) and multiple emails with Tin Leg has gotten me nowhere. They keep opening a ticket, but no updates or call backs or anything.I would like my check sent to my current address. I do NOT want to contact Broadspire as they will tell me to contact Tin Leg (I've done it 3 times).

  

  Business Response

  Date: 08/06/2024

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused you.
  I am pleased to inform you that our claims team has issued the payment for your accepted claim. We understand the delays and confusion caused by the previous claims underwriter, and we are truly sorry for any inconvenience you have experienced.
  Our team has already contacted you by phone to personally apologize for the delay and to ensure that you are kept informed. You will soon receive an email with instructions on how to claim your electronic check. Please follow the steps provided in the email to access your payment.
  If you have any further questions or need additional assistance, please do not hesitate to contact us. We appreciate your patience and understanding as we resolve this issue.
  Thank you for your continued trust in our services.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22074396
  
  I am rejecting this response because:
  I havent received a 2nd email with the payment info.  Broadspire was very prompt to reply after submitting bbb complaint, but the 2nd email was supposed to be received within 10b.days & I havent received it yet, but also havent had a chance for Broadspire to reply.

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

  

  Business Response

  Date: 08/27/2024

  **************** should have received an email with the eCheck on Aug 26th. We apologize for the delayed response. 

  Customer Answer

  Date: 08/28/2024

   
  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.
  

  Received the e-check on 8/28/24.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely worthless. We paid over $300 for a travel insurance policy. During our travel, I had to cut my trip short due to my dad entering the *** and being told he'll probably be passing away soon. He did pass away soon after. It was impossible to actually get reimbursed for my trip interruption costs and they kept going back and forth and asking for the same documents and never fulfilling the claim. They did this for months until we gave up which is probably what they wanted.

  

  Business Response

  Date: 07/22/2024

  Please see attached formal response to this customer's complaint.