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

  P. O. Box 921399 Norcross, GA 30092

• 

  Broadspire, A Crawford Company

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

• 

  Crawford & Company - Schaumburg

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

• 

  Crawford & Company

  4701 Business Park Blvd # 20 Anchorage, AK 99503

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:05/25/2023

  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.

  ************** claims for 3 one way flights related to a single vacation trip to *********************** including trip insurance booked on and paid for to booking.com. Crawford and subsidiary Broadspire are 3rd party claims processing contractors with booking.com. Air fare totaled $2,695 for myself + spouse. Coverage limits totaled $2,400. Forced trip cancellation due to unforeseen serious medical issues with my spouse. All requested/required documents including medical records have been submitted, received, reviewed & acknowledged by automated email (see Crawford complaint docs 4, 5, & 6). This process has been ongoing since February, 2023 with no resolution as of 5/25/23. I have not received any direct email responses to inquiries since March 1st except for automated acknowledgement of uploaded docs. No one at Broadspire or Crawford including the claims agent ********************************* and her supervisor ***************************** will answer repeated calls or respond to emails. They all go to voice mail and messages, call backs, and emails are not returned. I cannot get any answers as to the status of my claims, whether approved or denied, much less getting the $2,400 refund I'm owed. I have filed a complaint with the ************** of ************ of Insurance and Safety Fire. It appears from reviews that I am just one of many encountering similar problems with this company. I can only assume, as many online reviews/complaints show, that Crawford and Broadspire are at best woefully incompetent or at worst completely negligent and dishonest and/or an outright scam.

• Initial Complaint

  Date:05/15/2023

  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.

  I had a work injury and my company goes threw Broadspire for all claims. March 27th injury date and I havent received a yes or no letter stating if I would receive benefits for my injury. Ive had 4 agents nobody answers the phone or email only to tell me they no longer have my file. I contacted a lawyer they cant help without a decision of no from workers comp and its been 48 days Ive also contacts my HR department and they say Broadspire will get back to you. I called the State of ********** comp department and spoke with ppl and they are trying to help. They stated that I was supposed to receive a letter of decision 2 weeks after I put my claim in. I have lost wages and bills and I was recently Evicted from my home and I am homeless in a shelter. This is very unprofessional on Broadspire end and they need to take accountability for this

  Business Response

  Date: 05/25/2023

  May 23, 2023                                         SENT VIA: Online Portal  
  
  Better Business Bureau
  ******************************************************************
  
  
  RE:                                                                  *************************
  
  BBB Complaint No.:                                      20059361
  Insureds Name:                                              Davey Tree Expert Company
  Carrier:                                                            ********************** Company
  Policy No.                                                       MS ***************** No.:                                                      190044124
  Date of Loss:                                                   March 27, 2023
  NAIC No.:                                                      24147
  Fully or Self Insured:                                      Fully Insured
  Policy Situs:                                                    *********
  Issue Resolved:                                               Yes
  Payment Issued:                                              Yes
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond to the above-referenced complaint matter involving ************************* and ***** Tree Expert Company.  Broadspire Services, **** is the third-party administrator handling claims on behalf of ********************** Company and their insured, Davey Tree Expert Company.  Broadspire Services, **** is not an insurance company.  In a good-faith effort to resolve this complaint, Broadspire Services, **** provides the following information for your records.
  
  In the complaint, ************** has alleged a delay in the handling of her workers compensation claim and nonpayment of benefits. We have reviewed our file and we offer the following in response.
  
  The incident occurred on March 27, 2023. The claim was received by Broadspire on April 6, 2023 and was assigned on April 7, 2023.  Unfortunately, the claim was reported with very little information, and nothing was provided on any treatment was sought nor indication of any time loss. 
  
  The assigned adjuster spoke with ************** and the employer on multiple occasions between April 10, 2023 through May 15, 2023.  Based upon the results of the investigation, including receipt of the appropriate medical documentation from the treating provider, the claim was determined to be a compensable Workers Compensation claim.  ************** was advised on the same day that the workers compensation claim was accepted and disability benefits would be issued.
  
  Temporary Total Disability benefits were issued on May 17, 2023 under check number **********, in the amount of $838.09 as well as check number ********** in the amount of $2971.53.
  
  The claim remains open and disability benefits continue to be processed.
  
  Thank you again for the opportunity to address the issues between ************************* and ***** Tree Expert Company.  We trust that the provided information satisfies your inquiry.  Should you have any further questions, please do not hesitate to contact the undersigned.
  
  
  Regards,
  
  *****************************, AIC-M, AINS
  Team Manager **********************
  Broadspire
  P.O. Box 14350
  *********, ** **********
  phone: **************
  email: **************************************************************
  
  
  
  

• Initial Complaint

  Date:05/13/2023

  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.

  Problem started 11/22, I was granted a education voucher in the amount of $6000, in which I applied to ***************, but unforseen problems arouse and so I wanted to take the balance of the voucher to another school, so I started to contact Broadspire Insurence, so after talking to someone in Broadspire they gave me the number to an adjuster by the name of *************************************, but the phone number didn't work so I was given a number to the supervisor, by the name of ********************* but till this day after leaving 2 messenges no one has returned my call.

  Business Response

  Date: 05/26/2023

  see attached document

• Initial Complaint

  Date:04/27/2023

  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 was involved in a motor vehicle accident with a Fed Ex truck on January 11, 2023. The Fed Ex truck ran into my Chevrolet Malibu when I was leaving the ******** Airport. ************** cited the driver as it was determined that he was at fault. I contacted my insurance company (Progressive) who ended up paying my claim and subrogated against the **************** company (Broadspire) to recoup their expenses. Due to the time it took to repair my vehicle, I needed to rental car from 1/14/2023 - 2/22/2023. Unfortunately, my policy only covered 30 days ($40/day) of my rental car coverage which resulted in me having some out-of-pocket expenses that need to be reimbursed by Broadspire. This is separate from the money Progressive is subrogating for since this was not an expense incurred by them. Progressive advised that I would need to work directly with Broadspire to be reimbursed for these rental expenses. I paid out of pocket $269.72 to cover my rental from 2/13/2023-2/22/2023 (Enterprise Rental Car). Since 2/22/2023, I have contacted Broadspire no less than 10 times with no response. My claim rep is ******************************* and she nor anyone else has returned my phone calls to discuss my claim. Broadspire has accepted fault for this accident and therefore should be on the hook for my rental car expense. This complaint is due to no one contacting me after numerous messages have been left for ******************************* at ************. I have even left messages for who they are saying is her supervisor but no one is calling me back. This is poor customer service! I would like to be reimbursed for this expense and to be contacted by Broadspire at ************ so I know what information they need from me to make this happen. Broadspire claim #*********-001

  Business Response

  Date: 05/12/2023

  Better Business Bureau
  ***************************** #***
  *******, ** 30303
  
  RE:       BBB Complaint No.:                 19949998
  Complainant:                          ***************************
  Insured's Name:                      ***************************
  Claim No.:                               189980024-001
  Date of Loss:                            1/11/2023
  
  Dear BBB:
  
  Thank you for the opportunity to respond to the above-referenced complaint matter involving *************************** and *************************** (*****).  Broadspire Services ***** a Crawford Company, is the third-party claims administrator that handles the claims on behalf Federal Express, a self-insured entity. Broadspire Services **** is not an insurance company. In a good-faith effort to resolve this complaint, Broadspire provides the following information for your records.
  
  The loss occurred on 1/11/2023 and was received in our office on 1/26/2023. The claims examiner, ******************************* contacted ****************** on 1/26/2023 at which time ****************** advised that the claim was turned in to her insurance carrier, Progressive.  ****************** gave Progressives claim number and adjuster contact information.   On 1/26/2023 ******************************* contacted Progressive and spoke with *************************** claims examiner and gave all the claim information and contact information.
  
  On 4/10/2023 a follow up contact was made to Progressive for the status of the property damage subrogation demand.  **************** advised demand was faxed on 3/28/2023. However, the documents were not located, and the property damage subrogation demand was emailed on 4/10/2023.   In Progressives Demand cover letter, they advised that ****************** did have out of pocket expenses in the amount of $269.72. 
  
  On 4/10/2023 two checks were issued;  One for Progressives subrogation amount of $6,810.82 under check number ********** and the other for ****************** out of pocket expenses in the amount of $269.72 under check number **********.   
  
  Both checks have cleared our bank.  Progressive check cleared 4/13/2023 and ****************** cleared 4/20/203. We do not have any history of contact attempts from the claimant other than the first day Broadspire received the file.
  
  
  Thank you again for the opportunity to address the issues between *************************** and *****.  We trust that the provided information satisfies your inquiry. Should you have any further questions and/or concerns, please do not hesitate to contact the undersigned.
  
  Sincerely,
  
  *****************************;  
  Team Manager
  Broadspire ***** Express Dedicated Branch
  P.O Box 14347
  *********, ** 40512
  phone: **************
  fax: **************
  email: *************************************************

• Initial Complaint

  Date:04/23/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 2 year old son was injured at ************** in ******** on Jan 17, 2023. ************** manager was very communicative and told me we had to wait for their insurance company to contact me. I received a call from Crawford and Company's ************************* on Jan 27, 2023. Unfortunately I missed the call but received information on a call back number in my voicemail. Since then, I have been calling multiple times, leaving many voicemails without any response back. It has now been over 3 monthes since my son was injured. The lack of communication is appalling. I need a response as soon as possible with regards to my son's claim and his health.

• Initial Complaint

  Date:04/20/2023

  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.

  On 6/28/22, I booked a flt from *** to *** for myself and 5 other family members, connecting to **** to visit my father in law who is paralyzed from the waist down. Our flight from *** to *** was delayed which caused us to miss our connecting flight **** and we ended up missing our first night in the Airbnb $515.00 as well as paying an additional $459.13 in flight change fees. I filed a claim on 12/13/22 and since then uploaded the required documents at least 6 times into the Broadspire portal. They continue to ask for the same information over and over, which I have uploaded. I have tried leaving a message with 2 claims agents (******************************* and *******************************) via phone and email but never receive a call back. Then on 3/29/23, I received a letter from claims adjuster (*******************************) stating they are closing my claim because they have not received any response from me in 90 days which is not true as I have documented emails that show I have been responding to their emails on: 12/2/22, 12/26/22, 1/8/23, 2/28/23, 3/8/23, and 3/17/23. All I am asking for is for Broadspire to review my claim and detail loss of statement that I have sent in and reimburse us for our first night at the Airbnb + the change fees on our connecting flights on Cebu Airlines (total $974.13). We purchased travel insurance for this very reason (delays and/or cancellations and for any fees incurred due to these reasons). The flight delay was a HUGE inconvenience for us as we did not have a lot of time in *************** to visit family, only to be it cut short by over half a day and the additional charges incurred. But dealing with Broadspire and their lack of customer service has been an even bigger inconvenience as I have spent over 30 hours detailing our loss, obtaining documentation that I have uploaded in the claims portal, being on the phone with ********** Airlines and booking.com, and just would like someone to contact me to sort this out.

  Business Response

  Date: 05/02/2023

  May 2, 2023
  
  
  BBB ******* & NE *******
  Dispute *********************
  ************************************
  Suite *********************************
  
  
  
  RE:                          BBB Case ID Number:                    19961439
                                  Claim Number:                                 409004
                                  Insured:                                               Emi Aoki *******   
                                  Policy Number:                                 UNNNC-C368N-INS
                                  Date of Loss:                                      November 9, 2022
                                  Type of Loss:                                     Trip Delay  
                                  Insurance Company:                      ******************
  
  We are in receipt of the above referenced complaint that was received on April 20, 2023, 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,Ms.****************** expressed frustation with the lack of communication received from her assigned adjuster during the claim process. We have reviewed our claim file and offer the following in response.
  
  On November 14,2022, notice of this loss was received in the Broadspire office. The acknowledgement letter and claim form was sent to ****************** on December 1,2022 via email. On December 2, 2022,  ***************** began submitting documentation to the file via our secure portal.
  
  Upon review of the submitted documentation, it appears there was some miscommunication on behalf of the assigned adjuster regarding the pending documentation needed to process the claim, which caused a delay in handling. For this we apologize.
  
  Upon receipt of the above referenced complaint, the file was reviewed again by a member of the management team, and it was determined that the following item was still pending to resolve the claim:
  
  Confirmation of the reason for the Trip Cancellation, Interruption or Delay
  
  A call was placed to ****************** on May 2, 2023, and she was advised of the above pending documentation. ****************** advised that she will work on obtaining this document from the Common Carrier and will forward it to Broadspire for review upon receipt.
  
  For faster service, ****************** can upload the required documents to:
  **************************************
  
  Or mail/fax the required documents to:
  
  Claim Benefit Services
  P.O. Box 459084
  ****************
  (Attn:*******)
  Fax:************
  (Attn:4090044)
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  ***********************
  Director of Claim Operations
  Broadspire Services
  Phone: ************
  

• Initial Complaint

  Date:04/19/2023

  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.

  Broadspire promised to pay ******** from march 13, 23 and ongoing and I provied everything they requested the worker ****** lied on the paperwork and said I started a new job in 1/2022 and I did not I started that job on 3/2020 and she also lied about new medical conditions that they paid me last year on the same job and additional medical conditions they knew about when I was in car acciedent 2/2022 and they owe me ******** for march and april and ongoing. I have tried to get in contact with the supervisor over 3 1/2 months and when I spoke to her she said would look into it and call me the next day and never did and I requested her to email me over 15 times and still she did not respond and I need this resolved right away.

  Business Response

  Date: 05/04/2023

  We are in receipt of correspondence dated April 19, 2023,in which you forwarded a consumer complaint alleging a lack of communication and concerns regarding the claim handling.       
  
  Broadspire Services **** administers disability benefits for ASRS in the above referenced claim.   
  
  In her complaint, ************** expressed displeasure with the handling of her claim and a lack of communication.
  
  Our records show that ************** has been in contact with her case manager and the supervisor during the review of her claim.
  
  Please note our office provided the updated claim decision to ************** on April 28, 2023. At this time, we consider the matter resolved.
  
  Should you have any additional questions, please do not hesitate to contact ** to discuss.

• Initial Complaint

  Date:04/18/2023

  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.

  My family bought flight insurance for a flight that was cancelled by the airline due to inadequate staffing. We cancelled the to and from flight and made arrangements through another airline. I filed a claim: Claim #: *******; Claim Date: 2022-08-21 12:52:00. Incident Date: December 18, 2021 with Broadspire, a Crawford Company.I sent all the documentation to a claims specialist. Our claims specialist sent me an emailed document saying that I had sent him all the documentation that he requested and that the claim was "received- review complete". The refund should be for over $2K. I am also paying 12% credit card interest on the balance that I am carrying on a flight that was cancelled by the airline, and now the insurance company who insured the flight is not paying out. I paid over $200.00 for my trip insurance. I have called, emailed, etc... to no avail. No replies, straight to voicemail etc... I get the feeling that these folks are hoping I will just forget about my owed $2K refund. The person who refuses to reply (my claims "specialist") is named *************************. I do hope you can help me get my refund. I cannot, like many other ********* afford to be a victim of fraud during these tough economic times.*********, **********************************

  Business Response

  Date: 05/03/2023

  Tell us why here...April 28, 2023
  
  BBB ******* & NE ******* 
  Dispute Resolution Department 
  ************************************
  Suite 900
  *******, ** 30303
  
  
  
  RE:BBB Case ID Number:19952223
  Claim Number: 4029065
  Complainant:*****************************
  Insured:*************************;
  Policyholder:*************************;     
  Policy Number:WXE7E-6X88X-INS
  Date of Loss:December 18, 2021
  Type of Loss:Trip Interruption 
  Insurance Company:Generali ** Branch 
  
  We are in receipt of the above referenced complaint that was received on April 18, 2023, and in reference to the above captioned claim, adjudicated by Broadspire.  Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali ** Branch, to process claims for plans sold by ********************** Services, LLC. 
  
  ** this BBB complaint, ********************************* expressed displeasure with not receiving a refund for the above referenced claim, and the lack of communication received from her adjuster during the claim process.  We have reviewed our claim file and offer the following in response.
  
  On April 18, 2022, notice of this loss was received in the Broadspire office. Broadspire acknowledges that there was a significant delay in the issuance of the acknowledgment letter and claim form, which occurred On August 21, 2022. On August 22, 2022, ****************** began submitting documentation to his file via our secure portal. 
  
  Upon review of the submitted documentation, it was determined that the reason for cancellation did not meet the policy criteria for coverage and the adjuster submitted his recommendation to management for review. On December 27, 2022, the Team Manager reviewed and approved the denial letter. Our records indicate that the adjuster issued the denial letter to ****************** via email on January 3, 2023, and the filed was closed. 
  
  Upon receipt of the above referenced complaint, the file was reviewed again by a member of the management team, and it was determined that the original denial was accurate. A formal denial letter was sent to ****************** via email and **** Mail on April 28, 2023.  
  
  To better understand the basis of our denial, please refer to the below policy language:
  TRIP INTERRUPTION BENEFIT 
  If your arrival on your Trip is delayed beyond your Scheduled Departure Date, or if you are unable to continue the Trip due to one of the unforeseeable Covered Events listed below that occur during your Trip dates to you or your Traveling Companion, we will reimburse you for the unused, non-refundable land or water arrangements prepaid to the Travel Supplier prior to departing on your Trip, less any refunds paid or payable, plus one of the following: 
  
  a. Additional transportation expenses incurred to reach your scheduled destination if your departure is delayed and you leave after the Scheduled Departure Date and time; or 
  b. Additional transportation expenses incurred for you to reach the final return destination of your Trip; or 
  c. Additional transportation expenses incurred to rejoin the Trip in progress from the point where you interrupted your Trip. 
  
  We will also provide reimbursement for unused air arrangements, less any refunds paid or payable, provided that these are not flights scheduled to travel to your Trip destination or flights scheduled to your origin of departure on your Trip, and provided that these are not flights within 24 hours of your Scheduled Departure Date or Scheduled Return Date. 
  
  Covered Events: 
  1. The Sickness, Injury or death of you, your Family Member, your Service Animal or your Traveling Companion. The Sickness or Injury must first commence while your Trip Interruption coverage is in effect under the Policy, must require the in person treatment by a Physician, and must be so disabling in the written opinion of a Physician as to prevent you from taking your Trip (either because your condition prevents your travel, or because your Family Member, Traveling Companion or your Service Animal requires your care); 
  2. Common Carrier delays and/or cancellations resulting from adverse weather, mechanical breakdown of the aircraft, ship, boat or motor coach that you were scheduled to travel on, or organized labor strikes that affect public transportation; 
  3. Being directly involved in a documented traffic accident while en route to departure on your Trip; 
  4. Being hijacked or Quarantined; 
  5. Being required to serve on a jury, or required by a court order to appear as a witness in a legal action provided you, a Family Member or a Traveling Companion is not a party to the legal action or appearing as a law enforcement officer; 
  6. Your Home made Uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster; 
  7. Your Accommodations at your destination made Uninhabitable due to fire, flood, volcano, earthquake, hurricane or other natural disaster. We will only pay benefits for losses occurring within 30 calendar days after the event renders the destination Uninhabitable. For the purpose of this coverage, Uninhabitable means: (i) the building itself is unstable and there is a risk of collapse in whole or in part; (ii) there is exterior or structural damage allowing elemental intrusion, safety hazards have yet to be cleared, such as debris on roofs or downed electrical lines. In order to receive benefits under this coverage to remain home or to return home when the destination is restored for use, you must have 4 days or 50% of your total Trip length or less remaining at the time the destination is restored for use. Benefits are not payable if the event occurs or if the hurricane is named prior to or on your Trip Cancellation Coverage Effective Date; 
  8. A documented theft of your passports or visas; 
  9. A mandatory evacuation (or public official evacuation advisement in geographic areas where no mandatory evacuation orders are issued by government authorities) at your destination due to adverse weather or natural disasters. We will only pay benefits for losses occurring within 30 calendar days after the evacuation order is issued. ** order to receive benefits under this coverage to remain home or to return home when the mandatory evacuation ends, you must have 4 days or 50% of your total Trip length or less remaining on your Trip at the time the mandatory evacuation ends; 
  10. Being called into active military service to provide aid or relief in the event of a natural disaster; 
  11. Your previously granted military leave being revoked. The leave must be approved prior to your coverage becoming effective, and official written revocation notice from your commanding officer will be required; 
  12. Your involuntary termination of employment or layoff (or the involuntary termination or layoff of your parent or guardian if you are a minor traveling alone), after continuous employment with the same employer for 2 years or more, provided the termination or layoff occurs 14 days or more after your coverage has taken effect. This benefit is not available to temporary employees, 
  independent contractors, or self-employed persons; 
  13. A Terrorist Act which occurs in your departure city or in a city to which you are scheduled to travel while on your Trip, and which occurs within 30 days of your Scheduled Departure Date, provided the city has not experienced a Terrorist Act in the 30 days prior to the effective date of your coverage; 
  14. Your Host being unable to provide Accommodations due to a life-threatening Sickness or Injury, or due to death. Official documentation of the event will be required; 
  15. The school where you attend must extend its operating session beyond its predefined school year due to unforeseeable events commencing during the Policy effective period. The school year extension dates must fall in your Trip dates in order for this coverage to be available. Extensions due to extracurricular or athletic events are not covered; 
  16. Being required to take an academic examination on a date that has been fixed while on your Trip, and the examination date falls within your Trip dates; 
  17. Being unable to undergo a vaccination or inoculation, due to a medical reason, that is announced and published as required for entry into a country of destination while on your Trip. The vaccination or inoculation must be unannounced and unpublished to the public at the time your coverage is purchased; 
  18. Receiving official notification of an organ match available to you for immediate transplant, provided the transplant is considered medically necessary, the notification is received while you are on your Trip, and in the written opinion of the Physician the transplant surgery and/or recovery is so disabling as to prevent you from continuing on your Trip; 
  
  19. Receiving a court-issued notice to attend an Adoption Proceeding, provided you are not attending as a condition of your employment and provided the person being adopted is not you, your Traveling Companion or your Family Member. The date of the scheduled Adoption Proceeding must be during your Trip dates; 
  20. Receiving notice that your Adoption Proceeding or adoption arrangements have been cancelled or terminated, provided your Trip was for the purpose of executing the adoption. 
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned. 
  
  Respectfully,
  
  ****** Brown 
  Director of Claim Operations
  Broadspire Services
  Phone: ************

• Initial Complaint

  Date:04/09/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 recently vacationed at The Riu Palace in ***** 9/28-10/2/2022. Upon check in, I contact the front desk to advised that the restroom was having issue with the plumbing. The toilet would not flush, and the drain within the standing shower was clogged causing the water to stand. The maintenance staff was called to evaluate the issues and was unable to find a resolution.On 9/29/2022 while showering I slip and fell due to the tiles were very slippery due to the standing water. The front desk was notified of my fall and it wasn't until then I was offer a different room . My leg was injured from the fall and was the badly bruised which were visible the management evaluated at the time.The staff requested that I seek medical attention at my own expense. I did decline for several reasons 1. Due to being aboard, I was unfamiliar with the medical services offered and felt reluctant to leave the resort not knowing the country.2. It was explained to me by management that I would of been responsible for all monies due for the medical care and could file a claim with my insurance one I returned to the States. I do not have private insurance, I am on ******** which is only available for care within the state the patient resides.After I return to the states On 10/3/2022 I notified The Riu Resort with my concerns,I was contact by the representative(***************************) via email advising that my claim would be handled by Crawford & Company. I was told that a visit would be made to the Riu Resort to evaluate the issue which was 60days after my vacation.In January 2023 I received an email from *************************** stating that after review it was founded that the drain had no issues. My concern is how can this resolution be founded when the visit to the resort was made 60 days later. I'm quite sure that Resort corrected this issue prior to the visit.I provided documentation to the Insurance Company supporting my claim: Itinerary of the trip ******** of the Plumbing Issues within the shower Medical statement from my doctor ******** of my injury I have never studied law but I am aware that there are law that protects the consumer:The law states that: Hotels have the duty of reasonable care of being vigilant and protecting their guests from foreseeable risks. This includes protection from injuries and criminal acts caused by other guests and assaults and negligence from their own employees. Their duties are not restricted to providing warnings to guests. Also the Consumer's Rights states: Consumer Rights Act 2015 says that it is part of that contract that the hotel provides its services with reasonable care and skill. If they do not carry out their part of the deal you're entitled to receive compensation or money off for their failure. It is a law that any establishment are responsible for the guest while on the premises from any hurt, harm or danger. The Rui failed me.

  Business Response

  Date: 04/11/2023

  The international claim office has and will continue to communicate directly with the complainant on this matter.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19915551
  
  I am rejecting this response because:
  The company is not displaying Due Process which me as a consumer had the right to receive. The Riu Resort acknowledged the unfortunate fall that took place on the premises. Also changing my room due to the plumbing issue. The representative visited the location 60 days after my vacation and stated no plumbing issues were found. How can yhis be justified ad fair and impartial? I provided all necessary documents to support my complaints. The issue was corrected while I was still vacation.  Nor did the company provide any details why this factor was determined. This is not fair and as I stated before this insurance company has have various complaints regarding the same. 

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

• Initial Complaint

  Date:03/27/2023

  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 bought trip insurance for a friend's wedding in ***** in September 2022. My son and I both contracted COVID shortly before the trip but the airline worked with us to move our flight dates so we could comply with COVID travel policies but still attend the wedding (family of 4). We incurred fees due to the rebooking of our tickets and filed a claim with the trip insurance company when we returned from the trip because we had to cancel our flights and rebook alternate flights, but fortunately we did not have to incur fees for rebooking the hotel or rental car. We are not asking the insurance company to refund our whole ~$2600 trip, we are seeking ~$800 for the rebooking fees. We received acknowledgement of our claim in October 2022. The claims process involved submitting proof of the claim in several categories - for example trip itinerary and credit card statements. We provided both of these documents to the company on January 4th, and they marked that as "reviewed - complete" but in a follow up email on January 10th they marked the column as "uploaded, not yet reviewed" and on March 7th as "Reviewed - Incomplete". They did the same thing with the Covid test information submitted. On January 10th, the medical documents section indicated "reviewed - complete" and on March 7th that column changed to "reviewed - incomplete". On January 10th the file was forwarded to management for final review, which is when we started getting the runaround from this company. We have acted in good faith and they are not. It has been almost six months and we have gotten nowhere with this company. Broadspire is a subsidiary of Crawford & Company.

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  
  
  
  Better Business Bureau
  *********************
  Suite 900
  *******, **,30303
  
  
  
  RE:                          BBB Complaint ID:          19856639
                                  Claim Number:                 4083358
                                  Insured:                               ************************************      
                                  Policy Number:                 96P8V-N7MPA-INS
                                  Date of Loss:                      September 24, 2022
                                  Type of Loss:                     Trip Cancellation
                                  Insurance Company:      ******************  
  
  
  We are in receipt of the follow up correspondence for the above referenced complaint that was received on March 27, 2023, and in reference to the above captioned claim, adjudicated by Broadspire.Broadspire Services, Inc. (Broadspire), 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 complaint, ****************** expressed frustration with the length of time taken to resolve his claim and the inconsistent documentation updates from the adjuster during the claim process. We have reviewed our claim file and offer the following in response.
  On September 24, 2022, the Broadspire office received notification of the loss for the above referenced claim. An acknowledgement letter and claim form was issued to *****************  on November 17,  2022. On November 22, 2022, ****************** began submitting supporting documentation to the file via our secure portal and the claim was assigned to an adjuster for review.
  Broadspire acknowledges that there was a significant delay in the initial review of the submitted documentation, which occurred on December 29, 2022, and for this we sincerely apologize. Upon review, the assigned adjuster determined that the following items were pending to make a coverage decision:
  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)
  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)
  Cancellation letter from tour operator/agency (with cancellation policies)
  Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
  Documentation showing any refunds (if applicable)
  An email was sent to ****************** advising of the pending documentation on the same day. Several requests and submissions were received and reviewed over the span of several weeks.
  Upon receipt of the above referenced complaint, a member of management reviewed the file and determined that Mr. ******** loss was eligible for coverage. Payment in the amount of $859.80 for the rebooking fees, was issued to ****************** with the following check number: **********. Please allow **** business days for the check to arrive via **** mail.
  
  Respectfully,
  
  ***********************
  Director of Claim Operations
  Broadspire Services
  Phone: ************
  

  Customer Answer

  Date: 04/10/2023

   
  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.  We appreciate the assistance of the Better Business Bureau in resolving our claim.
  
  Sincerely,
  
  *************************