Complaints

This profile includes complaints for Crawford & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Crawford & Company

  5335 Triangle Parkway NW Peachtree Corners, GA 30092

• 

  Crawford & Company - Schaumburg

  1900 E Golf Rd Ste 800 Schaumburg, IL 60173-5033

• 

  Crawford & Company

  P. O. Box 921399 Norcross, GA 30092

• 

  Broadspire, A Crawford Company

  100 Connell Dr Ste 2000 Berkeley Hts, NJ 07922-2371

• 

  Crawford & Company

  1 Corporate Dr Ste 120 Lake Zurich, IL 60047-8945

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:11/22/2022

  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 have 2 *************** claims that I need re-opened and Crawford is the adjuster/claims business for ***************. I've called and sent emails to the assigned Crawford adjusters and their managers and never receive a response. I contact *************** and they just keep giving me the same Crawford adjusters numbers and I get the same lack of response.This is extremely aggravating. I am wasting so much time on this. Both Crawford and *************** don't seem to care about resolving the issues here.

  Business Response

  Date: 12/16/2022

  We have communicated directly with the consumer to address the concerns presented.

• Initial Complaint

  Date:11/21/2022

  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.

  We had filed a claim against *****'s LLC (Claimant # *********-001) a claim in which your company Broadspire represented. We find the letter you sent to be absurd and with no accountability. We provided your company as well as *****'s with pictures and video evidence of your driver smashing into our sons basketball hoop and damaging the pole and frame. Not to mention the delivery driver was rude, she didn't care that she hit it and she was a U-haul vehicle. We're not asking for anything except replacement of a 12 year old's basketball hoop that was damaged by your client. If you'd like the video I can send it or ****************************** can forward it. This is absolutely unacceptable that your client is not accepting responsibility. We have EVERY delivery service in and out of our street every day from *********** Amazon, DHL and NEVER once was our hoop hit. It is not in the road either this was your driver not knowing how big her vehicle is, that vehicle extends past the wheel base and she was not paying attention to her surroundings. Not to mention she is the rudest person I've ever met in my life!! Please re-consider replacement and the accountability of your driver and or your client.

  Business Response

  Date: 11/30/2022

  November 30, 2022
  
  Better Business Bureau
  ****************************************************
  BBB.org 
  
  Attention: ***********************
  
  RE:       Complainant:                           *********************
              Insured:                                   Aarons, LLC.
  Insurer:                                    ******************* Company
  Policy Number:                       RAD9438049
  Date of Loss:                            October 25, 2022                   
  Our Claim Number:                 189928671
  
  
  Dear ****************:
  
  We are in receipt of a consumer complaint dated November 21, 2022, in reference to the above captioned matter. Please be advised, Broadspire Services, Inc. a Crawford Company is the third-party administrator for the carrier, ******************* Company and their insured, ******, LLC., in reference to the above captioned matter.
  
  The complainant expressed displeasure with the liability decision to deny liability on this matter.
  
  This matter stems from our insureds vehicle impacting a basketball hoop had extended into the roadway.  
  
  Upon receipt of your correspondence, the matter was re-evaluated by the team manager and a decision was made to resolve the matter in the amount of $199.00. 
  
  A property damage release was submitted to the complainant on November 28, 2022 and a settlement check was issued on November 30, 2022 under check number 5681809476.
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Sincerely,
  
  ******************* ***,CPCU, AIC
  Team Manager
  Broadspire
  Phone:************
  Email:**************************************************

• Initial Complaint

  Date:11/21/2022

  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 bought travelers insurance that was sent to Broadspire for underwriting. For over 5 months Ive been trying to communicate to get our insurance payout with no response. *** emailed and left voicemails for an underwriter, her manager, the manager above and the customer advocate and no one has ever returned a phone call. Theyve told me the claim is complete and a check is being sent but it has never arrived and no one can tell me what the settlement is. Its a straightforward claim since my son got Covid in ****** and we had to change our flights and extend our stay. When I spoke with customer service she stated it was covered with the ************ w I purchased. It seems theyre trying to delay the payout until I forget. It seems like its a scam and they wont pay what ********* stated it would.

  Business Response

  Date: 12/01/2022

  December 1, 2022
  
  BBB of Metro Atlanta, ****** & NE *******
  Customer Relations Department
  235 ****************, #***
  *******,**  30303
  
  
  
                          BBB Case ID:                        18446295
                          Claim Number:                       4004682
                          Insured:                                   ***********************    
                          Policyholder:                           ***********************    
                          Policy Number:                       53-TLG-104-411FC
                          Date of Loss:                           May 31, 2022
                          Type of Loss:                           Trip Interruption
                          Insurance Company:              Starr Indemnity & Liability Company
  
  
  Dear Customer Relations Department,
  
  We are in receipt of the complaint dated November 21, 2022, 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 ********************* Indemnity & Liability Company.
  
  In this complaint, *************************** expressed displeasure with the length of time it has taken to complete the processing of her claim. We have reviewed our file materials and we offer the following in response.
  
  On July 7, 2022,notice of this loss was received at Broadspire and the processor setup the claim and 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 7, 2022, and the claim was assigned to a licensed adjuster. On July 13, 2022, the adjuster reviewed the claim and contacted **************** via email requesting the following documents to process the claim:
  
  Completed claim form.
  Documentation showing proof of trip purchase and additional expenses incurred while on the trip.
  Cancellation letter from the VRBO.
  Penalty terms from the VRBO.
  
  We received notification of additional documentation submitted on July 13, 2022. On August 2, 2022, the claim was reassigned to a new adjuster, who reviewed and submitted the claim to the Team Manager with a recommendation to approve the claim. On August 22, 2022, the Team Manager reviewed the claim and asked the adjuster to resubmit the recommendation with the correct payment amount. Due to shortage of staff and high claim volume, there was a delay in processing claims, and the claim was reassigned to a new adjuster. On November 21, 2022, the Team Manager contacted **************** via telephone to request additional documents to process the claim.  We received notification of additional documentation submitted on November 21,2022.
  
  On November 29,2022, the adjuster reviewed and processed the claim in the amount of $4,352.72 via check number **********, sent to **************** via US mail.
  
  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to *****************
  
  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

  Date:11/12/2022

  Type:Product 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 travel insurance through X-Cover.com for a trip leaving from ******* to ****** and ****** starting December 2021 and coming back in early January 2022. Unfortunately, during our trip, Covid regulations changed and the ************** was no longer accepting ****** travelers. My party had to cancel our travel plans from ****** to ****** and purchase a return ticket from ****** to the **. An insurance claim was submitted on 2022-01-03 through X-Cover.com and we received a confirmation email stating that Broadspire, a Crawford Company would review our claim. After uploading receipts and requested information, the claim was under review for several months and we didn't receive any follow-up emails, calls, or information despite our numerous attempts at emailing and calling customer service. The status of the claim changed from under review to legacy claim, and now, it has changed to closed claim. For reference: https://myclaimsagentupload.crawco.com/Claim number:3916964 Last name: ********* It is unacceptable that an insurance business disregards its customers' claims.

  Business Response

  Date: 11/29/2022

  November 29, 2022
  
  Dispute Resolution Department
  BBB of Metro Atlanta, ****** & NE *******
  Attn:Customer Relations Department
  235 *******************************************************************************************************************************************************************************************************; BBB Complaint ID:      18396855
                          Claim Number:           3916964
                          Complainant:              *****************************
                          Insured:                       *******************************************     
                          Policyholder:               *******************************************        
                          Policy Number:           VJH3F-8ELQF-INS
                          Date of Loss:               December 23, 2021
                          Type of Loss:               Trip Interruption
                          Insurance Company:  ******************
                          NAIC No:                     11231
  
  Dear Customer Relations Department,
  
  We are in receipt of the above referenced complaint that was received on November 13, 2022, 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 ******************, to process claims for plans sold by ********************** Services, LLC.
  
  In this department complaint, ********************************* expressed displeasure with the length of time it has taken to process *********************************************** claim.  We have reviewed our claim file and offer the following in response.
  
  On January 3,2022, notice of this loss was received at Broadspire and the processor setup the claim and 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 (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);
  
  We received notification of documentation submitted on January 6, 2022, and the claim was assigned to a licensed adjuster. On January 18, 2022, the adjuster reviewed the claim and contacted ********************** via email requesting the following documents to process the claim:
  
  Documentation from the Common Carrier confirming reason for the trip interruption.
  
  We received notification of additional documentation submitted on January 19,2022. On February 18, 2022, the adjuster reviewed the claim and contacted ********************** via email requesting the above referenced documents to process the claim. On March 3, 2022, ********************** contacted the adjuster via email advising the above referenced documents were submitted on January 18, 2022. We received notification of additional documentation submitted on March 3, 2022. Due to a shortage of staff and high claim volume, there was a delay in processing claims.
  
  We received notification of additional documentation submitted on May 15,2022.  On June 21, 2022, the claim was reassigned to a new adjuster, who reviewed the claim and contacted ********************* via email requesting the following documents to process the claim:
  
  Documentation from the Common Carrier confirming reason for the trip interruption.
  
  On September 29, 2022, the adjuster contacted ********************** via email to follow up on the above referenced documentation and to please submit to process the claim. We received notification of additional documentation submitted on October 31, 2022. The adjuster reviewed and submitted the claim to the Team Manager with a recommendation to deny the claim based on ********************** reason cancellation is not covered under the policy. Travel restrictions imposed for a certain area by governmental authorities are excluded by the policy.
  
  On November 2, 2022, the Team Manager reviewed and approved the recommendation to deny the claim. The adjuster processed the claim and 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 INTERRUPTION
  
  GENERAL EXCLUSIONS
  1. We will not pay for any loss under this Policy, caused by, or resulting from:
  a. your or your Traveling Companions suicide, attempted suicide, or intentionally self-inflicted injury;
  
  q. travel restrictions imposed for a certain area by governmental authority; r. Financial Insolvency of the person,organization or firm from whom you directly purchased or paid for your Trip,Financial Insolvency which occurred, or for which a petition for bankruptcy was filed by a travel supplier, before your effective date for the Trip Cancellation Benefits, or Financial Insolvency which occurs within 14 days following your effective date for the Trip Cancellation Benefits;
  
  s. Pandemic and/or Epidemic;
  t. a loss that results from an illness, disease, or other condition, event or circumstance which occurs at a time when coverage is not in effect for you;
  
  u. any issue or event that could have been reasonably foreseen or expected when you purchased the coverage.
  
  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to **********************, and that our 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: ***************************

• Initial Complaint

  Date:11/11/2022

  Type:Product 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.

  Due to unexpected expenses incurred due to sickness that prevented travel during my period of coverage with XCover, I filed a claim with XCover (ref #: KG7NN-4VV9L-INS) on September 5th, 2022. XCover indicated my claim would be handled by Broadpsire. Received no follow-up from Broadspire. Called three times over September. Was finally told I had to file a claim over the phone, as my claim information from ****** had never been received. Phone claim was assigned ref #: 4042734.9/26/22: Claims Processor 1 (CP1) called and followed up with an email also on 9/26, to which I responded same day, providing her with the information she had asked for (I had already answered all of her questions in my initial claim).10/14/22: No response from CP1 after my email reply. I emailed CP1 to follow up and ask what was going on.10/19/2022: No response from CP1. I called Broadspire. Customer service agent indicated that a new processor by the name of Claims Processor 2 (CP2) had been assigned my claim. Was assured that the customer service agent would send CP2 a reminder email and expedite my claim. Was told to expect contact in **** business days.11/4/2022: No response. I called again. Was told CP2 would have my claim processed by the end of the day. I was asked to provide my XCover reference number which I gave and confirmed as KG7NN-4VV9L-INS. I was told to expect an email by the end of the day requesting further documentation and supporting evidence and information for my claim.11/11/22: No response. I called again. Customer service agent indicated that CP2 had indeed contacted me by email on 11/4/22. I checked my spam and all email and found no such communication. When I told the agent this, she attempted to contact CP2 but was unable to reach her. The agent told me to expect a call from CP2 at some point regarding my claim.During this process I have never had the opportunity to provide specific documentation to support my claim.

  Business Response

  Date: 11/23/2022

  November 23, 2022
  
  Dispute Resolution Department
  BBB of Metro Atlanta, ****** & NE *******
  Attn:Customer Relations Department
  235 ***************************************************************************************************************************************************************************************************; BBB Complaint ID:      18392377
                          Claim Number:           4042734
                          Insured:                       *********************    
                          Policyholder:               *********************       
                          Policy Number:           KG7NN-4VV9L-INS
                          Date of Loss:               July 18, 2022
                          Type of Loss:               Trip Cancellation
                          Insurance Company:  ******************
                          NAIC No:                     11231
  
  Dear Customer Relations Department,
  
  We are in receipt of the above referenced complaint that was received on November 11, 2022, 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 ******************, to process claims for plans sold by ********************** Services, LLC.
  
  In this department complaint, ************************* expressed displeasure with the length of time it has taken to process her claim.  We have reviewed our claim file and offer the following in response.
  
  On September 5,2022, notice of this loss was received at Broadspire. Due to an influx of claims and high claim volume, there was a delay in processing claims. On September 26, 2022, the processor setup the claim and contacted **************** via telephone and 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 (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);
  
  On October 17, 2022, the call center contacted the processors to contact *************** to discuss the claim. On November 4, 2022, the processor contacted *************** via email to follow up on the above referenced documents and to please submit to process the claim.  On November 23, 2022, the processor contacted **************** via telephone and email to follow up on the above referenced documents and to please submit to process the claim.
  
  Ms.******* claim will be expedited upon receipt of the above referenced documents.
  
  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to *****************
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18392377
  
  I am rejecting this response because information within it is factually untrue. I say this because I have received email communication in direct factual disagreement with the above narrative. Said email communication is an original attachment in my BBB complaint.

  
  Working through the message I received in response to my original complaint:

  
  On September 5, 2022, notice of this loss was received at Broadspire. Due to an influx of claims and high claim volume, there was a delay in processing claims. On September 26, 2022, the processor setup the claim and contacted **************** via telephone and email acknowledging receipt of the claim 
  Correct. I was contacted via phone and email by a claims processor, whose name I will omit for privacy on September 26, 2022. What is untrue, however, is the next claim, that this processor:

  ...requested the following documents to process the claim:
  1. 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).

  
  As evidenced by the single attachment in my initial BBB claim, which is a PDF file containing the email correspondence in question, this is factually untrue. In the email I attached, one can clearly see that all I was asked for on September 26th, 2022 was the following:
  1) The full name of my card ************** of ************ ******* ***** or ***** ********************** Propel)
  2) The first 6 digits ONLY of the card used to purchase the trip
  3) If the claim is not a credit card claim, then the insurance company with the policy number

  
  It is clear from my BBB complaint attachment that I was never emailed on September 26th, 2022 with a concrete request for the information listed 1-5 in the response to my initial BBB complaint. It is also worth mentioning that the information I WAS requested to provide in the September 26th, 2022 email from the processor was information I had already provided and confirmed when setting up the initial claim over the phone. I replied to the September 26th email that same day, providing all requested information (evidenced again in my attachment). I did not receive a response so I emailed the processor (again, evidenced again in my attachment) on October 14th, 2022, asking for an update. I received no reply.
  I called the Broadspire travel claims number ************** on October 19th, 2022 and was told my claim had been transferred to a new processor. I was told by the call agent that she would send an email to the new processor, asking her to contact me so that I could continue with my claim. I was also told by the call agent on October 19th that my claim would be expedited.

  
  Moving on through the remainder of the initial BBB complaint reply:

  
  On October 17, 2022, the call center contacted the processors to contact **************** to discuss the claim. 
  (I find it odd that the call center contacted processors to contact me two days before I called the call center to request such an action. I was also previously informed on the aforementioned October 19th call I made to the call center there was only one processor assigned to my claim, so the use of "processors" doesn't make sense here). 

  
  On November 4, 2022, the processor contacted **************** via email to follow up on the above referenced documents and to please submit to process the claim. 
  (After having received no contact since my last call to the call center on October 19th, I called again on November 4th, 2022. I was told the new claim processor would have my claim processed by the end of the day. I was asked to provide my XCover reference number which I gave and confirmed as KG7NN-4VV9L-INS. I was told to expect an email by the end of the day requesting further documentation and supporting evidence and information for my claim. I never received such an email or a phone call. After having received no response. I called the call center again on November 11th, 2022. The call center agent indicated that the new claims processor had indeed contacted me by email on 11/4/22. I checked my spam and all email history and found no such communication. When I told the agent this, she attempted to contact the processor but was unable to reach her by phone. I then confirmed my email address with the call center agent, who assured me that was the email on file for my claim and had been used by the processor to contact me on November 4th. The agent told me to expect a call from the processor assigned to my claim at some point regarding my claim. I never received such a call or email). 

  
  On November 23, 2022, the processor contacted **************** via telephone and email to follow up on the above referenced documents and to please submit to process the claim. 
  I was called on November 23rd call as I was leaving my residence and was unable to pick up the phone. I did NOT receive an email, despite having called 9 business days prior to reconfirm my email address and indicate that I was not receiving the referenced email communication that I was repeatedly assured had been sent. I was also not asked in the phone call to please submit to process the claim, as I have still, up to this point, not received a single method of uploading my documents. Otherwise, I would have months ago!

  
  Today, November 29th, I called back the processor who had called on November 23rd. I was met with a voicemail message and left my information requesting a call back.

  I then contacted the undersigned ************************* at ************ and was met with a voicemail message that indicated this voicemail belonged to someone named *******. I left my information requesting a call back.

  I then finally called the general call center number and spoke with a representative who indicated that she would email the processor handling my claim to try and email me again. Having already been through that process twice with no success, I suggested to the representative that we instate a new email for my claim profile to see if perhaps that might solve the issue of my non-receipt of emails Im repeatedly told Ive been sent. I confirmed the new email. I then inquired as to a place where I could upload the documents Im told I need to upload, as I have yet to be given a location or process through which to submit them. The representative indicated that I could upload the necessary documentation at https://myclaimsagentupload.crawco.com/ using login details Claim # ******* and my last name to access. I try twice immediately after the call ends. The login information does not work and I am told it is invalid.

  
  This is the most recent description of my claim status and summarizes my basis for rejection of the response made by the business to resolve this complaint. Further effort on the part of the business is necessary to resolve this claim, as there is nothing I am currently physically enabled to do that *** progress this claim. Such further effort should be primarily by email so that I am enabled to track and record correspondence for my records.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/13/2022

  December 13, 2022
  
  BBB of Metro Atlanta, ****** & NE *******
  Attn:Customer Relations Department
  235 ****************, #***
  *******,**  30303
  
  
  
  RE:                   BBB Case ID Number:           18392377
                          Claim Number:                        4042734
                          Insured:                                   *********************   
                          Policyholder:                           *********************
                          Policy Number:                       KG7NN-4VV9L-INS
                          Date of Loss:                           July 18, 2022
                          Type of Loss:                           Trip Interruption
                          Insurance Company:              ******************
                          NAIC No:                                 11231
  
  Dear ******************************
  
  We are in receipt of the above referenced complaint that was received on December 8, 2022, 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 ******************, to process claims for plans sold by ********************** Services, LLC.
  
  In this BBB complaint,************************* expressed displeasure with the length of time it has taken to process her claim. We have reviewed our claim file and offer the following in response.
  
  On September 5,2022, notice of this loss was received at Broadspire, and the processor contacted **************** via telephone and email to request information to confirm coverage. On October 17, 2022, coverage was confirmed and on November 4, 2022,the processor setup the claim and contacted **************** via email requesting the following documents to process the claim:
  
  1. 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)
  
  On November 23,2022, the processor contacted **************** via telephone and email to follow up on the above referenced documents and to please submit to process the claim. On December 7, 2022, **************** contacted Broadspire to discuss the claim and missing claim forms. The processor provided **************** with the claim forms via email and advised she may upload the above referenced documents to our secured portal https://myclaimsagentupload.crawco.com.
  
  Ms. ******* claim will be expedited upon receipt of the above referenced documents.  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to ****************.
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************

• Initial Complaint

  Date:11/09/2022

  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.

  My wife and I traveled to ****** during May for some hiking. Our return flight home was scheduled for 31 May but we tested positive for Covid-19 and were required to remain in ****** until we could produce a negative test. On 6 June we did test negative and flew back to *********. We immediately attempted to file a claim with ******************** provider: *******. After exchanging multiple phone calls and e-mails, ******* transferred our claim to Broadspire because apparently, ******* does no process insurance claims but farms them out to Broadspire. We had purchased our travel policy specifically from Tin Leg because they offered a policy that would reimburse us for any expenses related to trip interruption due to Covid.Broadspire was very uncooperative and uncommunicative. It took about 20 phone calls and e-mails to get a result. Our initial claim was filed on 8 June but we didn't receive a check until 7 November.And the check from Broadspire was way less than we had filed a claim for based on the coverage limits from Tin Leg. Our claimed expenses for the six days spent in ****** were for $2258 but Broadspire only reimbursed us $1394. The check was issued by Crawford which I believe is a shell company or the parent company of Broadspire.My overall feeling is that Broadspire had no interest in paying our claim at all and did everything they could to stonewall us and hope we would just give up.

  Business Response

  Date: 11/17/2022

  November 16, 2022
  
  Dispute Resolution Department
  BBB of Metro Atlanta, ****** & NE *******
  Attn: ***********************
  235 ****************, #***
  *******,**  30303
  
  
  
  BBB Case ID:                           18382558
  Claim Number:                       3999717
                          Insured:                                   *****************    
                          Policyholder:                           *****************    
                          Policy Number:                       53-TLG-67E-4F759
                          Date of Loss:                           May 31, 2022
                          Type of Loss:                           Trip Interruption
                          Insurance Company:              Starr Indemnity & Liability Company
  
  
  Dear ******************,
  
  We are in receipt of the complaint dated October 21, 2022, 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 ********************* Indemnity & Liability Company.
  
  In this complaint, ********************* expressed displeasure with the length of time it has taken to complete the processing of his claim and the partial payment of his claim. We have reviewed our file materials and we offer the following in response.
  
  On June 28, 2022,notice of this loss was received at Broadspire and the processor setup the claim and 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.)
  
  On July 19, 2022,the processor contacted ************ via email to follow up on the above referenced documents and to please submit to process the claim. We received notification of documentation submitted on July 19, 2022, and the claim was assigned to a licensed adjuster. On August 23, 2022, the adjuster reviewed the claim and contacted ************ via email requesting the following documents to process the claim:
  
  Copy of original travel itinerary
  
  We received notification of documentation submitted on September 22, 2022. On September 28,2022, ************ contacted Broadspire via telephone to inquire about the status of his claim and the adjuster confimed documentation was received and that he would be contacted within 1-2 business days with a status. Due to an influx of claims and high claim volume, there was a delay in processing claims. On October 21,2022, the adjuster reviewed and processed the claim for the policy limit of $500.00 per person for Trip Delay benefits, and the transportation expenses of $384.00 under Trip Interruption benefits. Check number ********** in the amount of $1,384.00 was sent to ************ via US mail. Our records indicate that the check was cashed on November 9, 2022.
  
  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to ************, and that we could only honor part of the claimed amount as the policy has a Trip Delay limit of $500.00 per person.
  
  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

  Date:11/07/2022

  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 from crowco insurance to cover my flight if some reason I was not able to travel I have a condition called Hydronitis that I have for many years with no issues At the time my hydronitis got out of control and was advised by my doctor not to travel I sent all documents to crawco with Dr ******* and whatever they requested This has been going on for 4 months with me calling repeatedly and numerous times them saying they get back to me I really need your Help to get this resolved Thank you so much will get

  Business Response

  Date: 11/17/2022

  November 16, 2022
  
  BBB of Metro Atlanta, ****** & NE *******
  Attn: Customer Relations Department
  235 *******************************************************************************************************************************************************************************************************; BBB Case ID:                           18347994
                          Claim number:                       3981033
                          Insured:                                   *************************
                          Policyholder:                           *************************
                          Policy Number:                       RITI-BF0516220026
                          Date of Loss:                           May 19, 2022
                          Type of Loss:                           Trip Cancellation   
                          Insurance Company:              ******************* Company
  
  
  Dear Customer Relations Department,
  
  We are in receipt of the above referenced complaint that was received on November 7, 2022, 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 ******************* Company, to process claims.
  
  In this complaint, ***************************** expressed displeasure with the length of time it has taken to complete the processing of his claim.  We have reviewed our claim file and offer the following in response.
  
  On May 19, 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 June 3, 2022, and the claim was assigned to a licensed adjuster.On June 30, 2022, the adjuster reviewed the claim and contacted **************** via email requesting the following documents to process the claim:
  
  Documentation from the Common Carrier confirming no refunds/credits issued.
  Copy of the penalty terms from the Common Carrier.
  Cancellation letter from the Common Carrier.
  
  On July 19, 2022, the claim was closed pending submittal of the above referenced documents. On October 28,2022, **************** contacted Broadspire via telephone to inquire about the status of his claim and the Client ******* advised the claim would be reviewed and he would be contacted with an update. On November 15, 2022, the new designated claims handler, ******************** Services LLC, reviewed and processed the claim in the amount of $1,098.00. The insured has been notified accordingly.
  
  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to ****************.
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: **************
  Email: ***************************   
  

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair 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 purchased travel protection insurance on 8/23/21 through April ****** Protection for travel dates 1/3/22-1/8/22. I was unable to complete travel due to sickness and when I contacted April for assistance with claim submission I was redirected to Affinity/Broadspire Services, Inc., a subsidiary of Crawford & Company and told that they were the company that would be in charge of handling my claim moving forward. I submitted a claim for reimbursement on 1/13/22 and received claim number *******. Once I was able to gather all the documents requested for the claim and complete the necessary application I submitted the application to Affinity through there claim portal. I was told that my claim is being processed by ****************************************. She constantly is delayed in responding to my claim submission uploads and when I try to reach out to her she takes days and sometimes weeks to respond all to just tell me revert back to the portal for notes left regarding request for documents that I have submitted several times. I have been going back and forth for months trying to get this resolved. Everytime I submit the documents as she request it needs to be submitted, I resubmit the documents as asked and then I will get a response that now something else is missing that wasn't noted prior. Right now she is stating that my claim can be paid once they receive copy of a document that I have submitted several times on top of that Ive reached out to the travel agency to have them verify the validity of the documents and to state that there is no more documents available for proof because I have submitted all the documents available from the bookings and the claim specialist is still stating that they need more even though the section that she is stating she needs more information states in parentheses (if applicable). It seems like a stall tactic to make me wait it out long enough to just give up or forget but it's not fair.

  Business Response

  Date: 11/16/2022

  November 16, 2022
  
  Dispute Resolution Department
  BBB of Metro Atlanta, ****** & NE *******
  Attn: ***********************
  235 ****************, #***
  *******,**  30303
  
  
  
  RE:                   BBB ID Number:         18351704
                          Claim Number:            3922099
                          Insured:                       LaTrasa ********  
                          Policyholder:               LaTrasa ********  
                          Policy Number:           3GCVSM1140124
                          Date of Loss:               January 7, 2022
                          Type of Loss:               Trip Cancellation
                          Insurance Company:   ******************
                          NAIC No:                     11231
  
  Dear ******************,
  
  We are in receipt of the above referenced complaint that was received on November 3, 2022, 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 ******************, to process claims.
  
  In this complaint,Ms. ************************ expressed displeasure with the length of time it has taken to process her claim and the lack of response from her adjuster. We have reviewed our claim file and offer the following in response.
  
  On January 13,2022, 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 statements)
  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)
  
  On February 3,2022, February 24, 2022, and March 17, 2022, the processor sent follow up emails to the ******************** advising the above referenced documents are still pending and to please submit to process the claim. We received notification of documentation submitted on March 17, 2022 and March 31, 2022, and the claim was assigned to a licensed adjuster. Due to a high claim volume, there was a delay in processing claims. On June 12, 2022, the adjuster reviewed the claim and contacted ******************** via email requesting the following to process the claim:
  
  Copy of the penalty terms from the Common Carrier.
  Documentation confirming no refund/credits issued.
  
  We received notification of additional documentation submitted on June 13, 2022. On June 25, 2022, the adjuster reviewed the claim and contacted ******************** via email advising the above referenced documents were still pending and to please submit to process the claim. We received notification of additional documentation submitted on June 26, 2022. On July 20, 2022, the adjuster reviewed the claim and contacted ******************** via email advising the above referenced documents were not received and to please submit to process the claim. On August 16,2022, the adjuster reviewed the claim and contacted ******************** via email requesting the following documents to process the claim:
  
  Flight confirmation for rebooked flight.
  Documentation confirming payment for the trip.
  Copy of the penalty terms from the Common Carrier.
  Documentation confirming no refund/credits issued.
  
  We received notification of additional documentation submitted on August 16, 2022. On September 12, 2022, the adjuster reviewed the claim and contacted ******************** via email advising the above referenced documents were still pending and to please submit to process the claim. We received notification of additional documentation submitted on September 12, 2022. On October 10, 2022, the adjuster reviewed the claim contacted ******************** via email advising the above referenced documents were still pending and to please submit to process the claim. We received notification of additional documentation submitted on October 17, 2022 and November 3, 2022.
  
  On November 11,2022, the claim was reviewed and processed by a Senior Claims Adjuster in the amount of $1,535.00, check number **********, sent to ******************** via ** mail.
  
  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to ********************. The Team Manager addressed the mishandling of this claim with the adjuster and provided additional training to prevent this from happening in the future.  
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************

  Customer Answer

  Date: 11/18/2022

   
  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,
  
  Latrasa ********

• Initial Complaint

  Date:10/31/2022

  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.

  We purchased insurance for concert tickets. The concert was in May but prior to the concert my son was diagnosed with significant medical conditions and we were not able to attend the concert. We filed for a refund prior to the concert with the insurance purchased through Crawford & Company, who then subcontracts to Broadspire. We were given a claim number but we have not had any movement on our claim. The last contact we have had from the company was in July and we have no updates or status of our refund. We also had to have a refund for our plane tickets and hotel (both purchased insurance through a different company) without any issues.Claim #: ******* Claim Date: 2022-05-31 16:50:00 Incident Date: May 11, 2022

  Business Response

  Date: 11/15/2022

  November 15, 2022
  
  Dispute Resolution Department
  BBB of Metro Atlanta, ****** & NE *******
  Attn: ***********************
  235 ****************, #***
  *******,**  30303
  
  
  
  RE:                   Case ID Number:      18340692
                          Claim Number:           3985523
                          Complainant:              ***************************
                          Insured:                       ***********************  
                          Policyholder:               ***********************  
                          Policy Number:           FGTTX471124939 
                          Date of Loss:               May 11, 2022
                          Type of Loss:               Event ***************************************************************************************************************************************************************** ********* Company:  ************************************** Company
  
  Dear ******************,    
  
  We are in receipt of the above referenced complaint that was submitted on November 1, 2022, 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 ************************************** Company, to process claims.
  
  In this complaint, ******************************* expresed displeasure with the length of time it has taken to complete the processing of ************************* claim, and the lack of response from her adjuster. We have reviewed our claim file and offer the following in response.
  
  On May 31, 2022,notice of this loss was received at Broadspire and the processor contacted **************** via email requesting the following documents to process the claim:
  
  1. Completed claim forms (signed and dated)
  2. Complete Travel Itinerary (Example: flight, bus, or boat schedule, event itinerary), if applicable
  3. Copy of itemized invoice showing amount paid for event
  4. Penalty letter or penalty terms from the event provider (if applicable)
  5. Confirmation of the reason for the Event Ticket Cancellation (Example:completed physician statement, confirmation of death of immediate family member, proof of length of delay or documentation confirming any other non-medical cause of loss)
  6.Documentation showing any refunds (if applicable)
  
  We received notification of documentation submitted on May 31, 2022, and the claim was assigned to a licensed adjuster. On June 22, 2022, the adjuster reviewed and processed the claim in the amount of $502.32, however, the check was mailed to the wrong address, as ******************* correct mailing address was not in the system. On November 8, 2022, ****************** mailing address was confirmed and another check in the amount of $502.32 was sent to ***************** via ** mail,which will be delivered between **** business days.
  
  Broadspire sincerely regrets the delay and inconvenience this claim process has caused to Mr.and *****************.   
  
  Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 11/16/2022

  As of 11/16/22 11:00 AM CST we have not received the check for the claim.

  Business Response

  Date: 11/28/2022

  November 28, 2022
  
  Dispute Resolution Department
  BBB of Metro Atlanta, ****** & NE *******
  Attn: ***********************
  235 ****************, #***
  *******,**  30303
  
  
  
  RE:                   Case ID Number:        18340692
                          Claim Number:           3985523
                          Complainant:              ***************************
                          Insured:                       ***********************  
                          Policyholder:               ***********************  
                          Policy Number:           FGTTX471124939 
                          Date of Loss:               May 11, 2022
                          Type of Loss:               Event ***************************************************************************************************************************************************************** ********* Company:  ************************************** Company
  
  Dear ******************,    
  
  We are in receipt of the above the follow up complaint dated November 16, 2022, 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 ************************************** Company, to process claims.
  
  In this follow up complaint, ******************************* stated he had not received the reimbursement check. We have reviewed our claim file and offer the following in response.
  
  Our records indicate that check number ********** in the amount of $502.32 was mailed to **************************** on November 9, 2022, and was cashed on November 18, 2022.
  
  Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************
  
  
  
  

  Customer Answer

  Date: 11/29/2022

   
  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

  Date:10/31/2022

  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.

  This is regarding travel insurance I purchased policy # ******* I purchased a flight with turkish airlines using my *********** points, which is non refundable, I put in a claim to get my *********** points back into my account, according to the **** of insurance and Crawford website this should be covered, the underwriter claims that since the points are at turkish airlines they don't have to refund me, I have no use of points sitting in turkish airlines, and it will anyway expire in **** months, I will end up loosing these points, I purchased this insurance to cover me for the loss of the *********** points and they refuse to return them to me Thank you

  Business Response

  Date: 11/14/2022

  To Whom It May ****************** received the consumer complaint regarding claim number ******* being handled by our third- party claim administrator, Broadspire, a Crawford Company. In his complaint,the consumer indicated he purchased a ******* Airlines flight with his *********** points. He is requesting reimbursement of the points because he has no use for the ******* Airlines credit, and it will expire in a few months.  Therefore, he is requesting assistance with getting the points back.
  
  Please be advised that the consumer does not purchase a policy of insurance; they receive the complimentary Trip Cancellation benefit through use of their *********** Visa to purchase the trip that was cancelled. The consumers Guide to Card Benefits outlines the terms and conditions of the benefit. Therein, it explains that the Trip Cancellation benefit pays up to $2000 per Insured Person for the non-refundable Common Carrier tickets that were charged to the eligible account and cancelled due to a covered loss. It also notes that if the Common Carrier provides a credit voucher, reimbursement will occur after receiving confirmation that the credit expired without use.
  
  A review of the claim file confirms Broadspire received claim documents on September 19,2022 and September 26, 2022. On October 12, 2022, Broadspire advised the consumer that the following documentation was still required:
  Documentation from the Common Carrier confirming no refunds/credits issued (or amount of refund); Documentation from the Common Carrier confirming cancellation; Copy of the travel itinerary showing passenger names and ticket cost; Credit card statement showing proof of trip purchase.
  
  Additional documentation was received, and on October 19, 2022, Broadspire spoke to ******* Airlines and verified the amount they refunded the consumer (which matched the credit card statement provided). Additional documents were received October 21, 2022, and Broadspire was able to finalize the claim. The eligible amount paid was $798. This was calculated as follows:
  
  $1763.60 ******* Airlines Flight Cost $1243.60 ******* Airlines refund = $520.00 Cancel Fee
  $520.00 Cancel Fee + $278 ($139 x 2) Non-Refundable Seat Upgrades = $798.00
  
  Only non-refundable Common Carrier tickets are eligible for reimbursement under this benefit, so $798 was the eligible amount. We have asked Broadspire to contact the consumer and ensure they understand the payment amount received, since it was less than originally claimed.
  
  We apologize for any delays and inconvenience the consumer experienced during the Broadspire claim process; their experience does not reflect the level of service we expect our customers to receive.
  
  Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Sincerely,
  
  **************************
  Claim Director,Accident & Health
  Chubb *********************