Business Profile

Insurance Claims Processing

Crawford & Company

Headquarters

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Complaints

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

Customer Complaints Summary

119 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

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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:01/30/2023
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.
In spring 2022, we traveled out of country. We purchased airline tickets using ***************** which has trip cancellation/delay insurance. Our trip was delayed when both travelers contracted **vid-19 and we were unable to return to the US per federal policy. Barclaycard advised us that additional travel expenses were covered by the travel insurance policy of the credit card. We filed a claim which was sent to the third party agency: Crawford **.First, filing the claim was ridiculously confusing, time-consuming, redundant, and unnecessarily difficult. We did our due-diligence and filed every scrap of documentation we possibly could (we have digital copies of everything!). Over the course of several months, we were passed from agent to agent, each one of whom eventually stopped responding to our questions and emails.Six months into the process, we received a letter stating our claim was changed to 90-day inactive status, despite our ongoing attempts to arrive at a resolution. We responded with a detailed list of our communications and the failure of Crawford ** to reciprocate. The adjuster who sent us the letter asked for our phone number in order to contact us. We replied with our phone number but never received a call. Now, after over four more months of repeated emails on our part, we have yet to have any kind of correspondence from the third-party insurance company.During the process, we were informed the Barclaycard policy does not cover parts of our claimed travel expenses - specifically, food and lodging. We requested a copy of the policy explaining these exemptions, but never received any form of documentation.We can only assume that the **** of Crawford **. is to ignore/delay, ignore/delay, ignore/delay until claimants give up.If there are legitimate reasons to deny ******************** claim, please let us know. However, we have every reason to believe we are due all the sums claimed but keep getting the runaround/cold shoulder by Crawford **.
Business Response
Date: 02/28/2023
Better Business Bureau
235 ************, #***
*******, ** 30303

RE:                          BBB **mplaint ID:          18948625
                                Claim Number:                 3981701
                                **mplainant:                     *****************************
                                Insured:                               *******************************
                                Policyholder:                      *******************************
                                Policy Number:                 9908-12-93
                                Date of Loss:                      Febuary 27, 2022
                                Type of Loss:                     Trip Interruption
                                Insurance Company:      ***************** Company
                                NAIC No:                             20281

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

We are in receipt of the above referenced complaint that was filed on January 30, 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 department complaint, ******************** advised the following In spring 2022, we traveled out of country. We purchased airline tickets using ***************** which has trip cancellation/delay insurance. Our trip was delayed when both travelers contracted **vid-19 and we were unable to return to the ** per federal policy. Barclaycard advised us that additional travel expenses were covered by the travel insurance policy of the credit card. We filed a claim which was sent to the third party agency: Crawford **. First,filing the claim was ridiculously confusing, time-consuming, redundant, and unnecessarily difficult. We did our due-diligence and filed every scrap of documentation we possibly could (we have digital copies of everything!). Over the course of several months, we were passed from agent to agent, each one of whom eventually stopped responding to our questions and emails. Six months into the process, we received a letter stating our claim was changed to 90-day inactive status, despite our ongoing attempts to arrive at a resolution. We responded with a detailed list of our communications and the failure of Crawford ** to reciprocate. The adjuster who sent us the letter asked for our phone number in order to contact us. We replied with our phone number but never received a call. Now, after over four more months of repeated emails on our part, we have yet to have any kind of correspondence from the third-party insurance company. During the process, we were informed the Barclaycard policy does not cover parts of our claimed travel expenses - specifically, food and lodging. We requested a copy of the policy explaining these exemptions, but never received any form of documentation. We can only assume that the **** of Crawford **. is to ignore/delay, ignore/delay, ignore/delay until claimants give up. If there are legitimate reasons to deny ******************** claim, please let us know. However, we have every reason to believe we are due all the sums claimed but keep getting the runaround/cold shoulder by Crawford **. .

We have reviewed our claim file and offer the following in response.
On May 21, 2022, first notice of this loss was received at Broadspire, and an electroinc acknowlegment notice along with required documentation list was sent to the insureds email on file. ********************,established contact via email on May 23, 2022, requesting clarification on the completion of our claim form. The claim processor acknowledge his email on the same day, advise that she would forward for additional review and the form was subsequently emailed on the same day to the insured. On May 27, 2022, the insured forwarded additional documentaiton including the completed/signed claim form and we acknowledge that our review of the documentation was delayed. On June 29, 2022,the handling adjuster emailed the insured an updated pending documentation list and advised that the airline cancellation notice and proof of return flight cancellation were needed.

A follow-up email request to the insured for the pending documentation was emailed on July 7, 2022. The handling adjuster completed a follow-up email on July 27, 2022 and requested clarification regarding the cancelled original flight and reminded the insured of the pending proof of return flight cancellation notice. Within the same email the insured was advised that only airfare remibursement would be applicable under the policys coverage. An subsequent email notification was sent on July 27 reminding the insured that the proof of return flight cancellation was pending. On September 10, 2022, a 90-day notice was emailed to the insured advising that the pending documentation had not been received and file would be closed until insured provided required documentaiton in order to process their claim.

On Febuary 3, 2023, a handling adjuster reopened the file and established contact with *******************************. She was informed that we are pending the cancellation notice for the original flight as previously requested in order to process the claim. It was also clarified that we service ***************** Company policy coverage for Trip Cancellation/Trip Interruption, and do not process Trip Delay claims for Barclaycard as requested in original claim form. A follow-up call to the insureds cell number ending in **** was completed on Febuary 6, 2023, we were unable to speak with the insured directly and left a voicemail informing of claim status and requested follow-up. An email follow-up alerting to voicemail and pending documentation was sent as well.

Once the insured provides the pending documentaiton the file will be adjudicate properly and final coverage determination will be advised to the insured accordingly.

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:01/27/2023
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.
On 12/14/2022, *********************************** and I missed a flight due to illness. The original flight was not cancelled, we missed the flight due to the illness. The illness passed as the day went on and we were able to catch a different flight later in the evening on 12/14/2022. I filed a travel insurance claim on 12/19/2022. The initial response said we would have a decision on our claim within 5- 7 business days. I did not get any response or hear from the adjuster until 1/10/2023. On 1/10/2023, I was advised to resubmit some medical documentation that I submitted immediately after our phone call. I left a voicemail for Theran on 1/13/2023, 1/16/2023, and emailed on 1/16/2023 and there has still been no response. I finally found contact information for an ********************************* who is supposedly the supervisor for *************************, the adjuster assigned to my claim. ********* apologized for the delay on 1/18/2023 and requested that Theran follow-up with me within 1 business day. I only got a response in the form of an automated email requesting more details of things I had already explained to Theran by phone. I submitted additional documentation on 1/19/2023 and emailed ********************************* on 1/19/2023 and 1/24/2023. There has still been no response! Additionally, the claims upload portal at myclaimsagent.crawco.com now says my claim details are invalid. I still have not gotten any response from ********************************* or ************************* regarding why my claim isn't paid, why they have taken so long, where we are at in the process, etc. My claim needs to be processed and paid. It has been over a month since the guaranteed 5-7 business days have passed and we still don't have resolution to the issue.
Business Response
Date: 02/14/2023
February 14, 2023

BBB
235 Peachtree Street
Suite 900
*******, ** 30303

RE:                          Case Number: 18938282
                                Claim Number:                    4098176
                                Insured: *************************
Policy Number:                    MPHF4-VKL66-INS
                                Date of Loss: December 31, 2021
                                Type of Loss: Trip Interruption
                                Insurance Company: ******************


We are in receipt of the correspondence for the above referenced complaint that was received on January 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, **************** has expressed dissatisfaction with the length of time taken to resolve the above referenced claim and the lack of communication received throughout the claim process. We have reviewed our file materials and we offer the following in response.

On December 16,2022, the Broadspire office received notification of the loss. On December 19,2022, an acknowledgemnet letter and claim form was sent to *************** via email. On December 23, 2022, the claims clerk placed a call to **************** and the details of the loss was discussed, and **************** asked for assistance on the documentation needed to prove his loss. On the same day, **************** began submitting supporting documentation to his file via our secure portal. The claim was assigned to a licensed adjuster on December 27, 2022.

On January 18,2023, the team manager, *********************************, emailed **************** to apologize for the delay and to advise that the claim will be reviewed by the licensed adjuster within 1 business day and he would be provided with a status update.

Broadspire acknowledges that there was a significant delay in the initial review of the claim which occurred on January 19, 2023, for this we sincerely apologize.

Upon review of the file, the adjuster determined that the following documents were needed in order to make a decision on the claim:
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)
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)
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)
Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)

An email was sent to **************** on January 19, 2023 advising of the missing documentation. On January 19, 2023, **************** submitted additional documentation to his file via our secure portal. The licensed adjuster reviewed the additional documentation on February 1, 2023,and it was determined that the reason for cancellation, illness of his mother that was not treated by a physician, did not meet the policy criteria for Trip Interruption or Trip Delay. A formal denial letter was issued to **************** on February 1, 2023. The following will help you understand the basis of our denial.

TRAVEL DELAY COVERAGE
If you are delayed on your Trip for 12 hours or more, we will reimburse you, up to the amount shown in the Schedule for reasonable additional expenses incurred by you for lodging Accommodations,meals, telephone calls, local transportation, and additional vehicle parking charges and additional pet kennel fees incurred due to the delay. We will not pay benefits for expenses incurred after travel becomes
possible. Travel Delay must be caused by or result from:

a. delay of a Common Carrier; or
b. loss or theft of your passport(s),travel documents or
money; or
c. Quarantine; or
d. hijacking; or
e. natural disaster or adverse weather;or
f. being directly involved in a documented traffic accident
while you are en route to departure; or
g. unannounced strike; or
h. a civil disorder.

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 ********************************************************* 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.

Limitations
Benefits payable for additional transportation expenses will not exceed the cost of airfare (the same class airfare on which you were originally booked) by the most direct route, less any refunds paid or payable.

This coverage is subject to the General Exclusions.

We regret that our decision with regard to this claim could not have been more favorable. Should *************** have any other information which he believes we should consider, please let us know immediately.

If you have any questions, please contact me at the number listed below.

***********************
Director of Claim Operations
Broadspire Services
Phone: ************
**************************
Initial Complaint
Date:01/24/2023
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.
I bought a TinLeg travel insurance policy for a trip to ****** and ******* in July 2022. During the trip 2 events occurred. I and my daughter contracted Covid-19 and had to cancel our flight home and purchase another flight. Also, while in *******, one of our train trips was cancelled and we were unable to get to our pre-paid hotel, instead we had to book a hotel in ******. I filed both of these incidents with the required evidence, flight itineraries, credit card statements, receipts, etc. with TinLeg, whose claims are handled by Broadspire/Crawford *** in August 2022. As of today, 1/24/23 I have had numerous conversations with ************************* who is handling my claim, #*******. The last time I actually spoke with **************** in November 2022 she assured me that I had a valid case and that they just needed clarification on "other" items in the claim. I immediately uploaded a response in order to clarify the "other" items, but have not heard from them since. I called and left a message on 1/22/23 and again on 1/24/23. I have not heard a response. My claim is for a total of $2866.55. I believe the company has all the information they need in order to settle this. The delay and lack of communication is beyond what is comprehensible. Especially since they promise a response within 24 - 32 hours. I would like my insurance claim to be settled promptly and fairly.
Business Response
Date: 02/09/2023
February 8, 2023

Better Business Bureau ******* & NE *******
235 ****************
Suite 900
*******, ** 30303

RE:     Complaint ID:                18891035
           Claim Number:            4024309
           Policyholder:               *************************
           Policy Number53-TLG-3AB-4AE78
           Policy Type:                 Trip Interruption
           Date of Loss:               July 20, 2022
           Writing Company:      Starr Indemnity & Liability Company

We are in receipt of the correspondence for the above referenced complaint that was submitted on January 24, 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 Starr Indemnity & Liability Company..

In this complaint, ************************* expressed frustration with the length of time taken to resolve the above referenced claim and the lack of communication received throughout the process. We have reviewed our file materials and we offer the following in response.

On August 10, 2022, the Broadspire office received first notice of loss for the above referenced claim. An acknowledgement letter and claim form was sent to ************** via email on the same day. On August 18, 2022, ************** began submitting supporting documentation to her file via our secure portal. On August 19, 2022, the claim was assigned to an adjuster for review.

Broadspire acknowledges that there was a significant delay in the initial review of the file, which occurred on September 23, 2022. Upon review of the submitted documentation the adjuster determined that the following documents were still required to review the claim for coverage:

Complete Travel Itinerary (Example: flight schedule, hotel confirmation or tour/cruise itinerary
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 ************** on September 23, 2022. On October 16, 2022, ************** submitted additional documentation to her file via our secure portal. After several weeks of requesting additional documentation the adjuster spoke with ************** on December 22, 2022, regarding the pending documentation needed to make a coverage decision.

Upon receipt of the above referenced complaint, a member of the management team reviewed the file and also called ************** to go over the details of loss. Payment in total of $2557.88 was requested and approved on February 8, 2023. Please allow **** business days to arrive via **** Mail.

Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Initial Complaint
Date:01/19/2023
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.
I? purchased a flight for my son and his friend which was supposed to depart from ************* on April 29, 2022. The purchase was made through GotoGate and I? was offered insurance through XCover. It was purchased on November 7, 2021. When my son and his friend arrived at the airport on 4/29/2022 they were told by the Lufthansa agent that their flight did not exist. We immediately called Gotogate who cancelled the flight as they stood in the airport. They were then forced to purchase a last minute airfare which cost considerably more as well as costing a day for each of them on their cruise, lodging in DC until they could leave the next day, the lodging in *******, which they had to pay for as it was to late to cancel. We filed a claim with Xcover as soon as they returned from their trip. We heard nothing from them for almost 2 months which I? suspect was only due to my BBB complaint against them. We were then referred to Broadspire a Crawford Company. We have provided more than 65 pages of documentation and receipts and they refuse to clarify what more information that they need as well as requesting documentation that does not exist. We have now been transferred to a third representative since July. We have only been able to speak to a ************************* on 2 occasions and still have no resolution. This has been going on since May of 2022.
Business Response
Date: 02/06/2023
February 3, 2023

Better Business Bureau ******* & NE *******
235 ****************
Suite 900
*******, ** 30303

RE:     Complaint ID:                18857086
           Claim Number:            4006982
           Policyholder:               *************************************
           Policy NumberLCADF-YGQDX-INS
           Policy Type:                 Trip Interruption
           Date of Loss:               April 29, 2022
           Writing Company:      ******************

We are in receipt of the correspondence for the above referenced complaint that was submitted on January 19, 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 complaint, ************************************* expressed frustration with the length of time taken to resolve the above referenced claim and the lack of communication received throughout the process. We have reviewed our file materials and we offer the following in response.

On July 11, 2022, the Broadspire office received first notice of loss for the above referenced claim. An acknowledgement letter and claim form was sent to ************************ via email on the same day. On July 11, 2022, a phone call was also placed to ************************ by our Account Executive, ***********************. A voicemail was left advising of the documentation required in order to move forward with the review of the claim. On July 15 2022, ************************ began submitting supporting documentation to her file via our secure portal. On the same day the claim was assigned to an adjuster for review.

Broadspire acknowledges that there was a significant delay in the initial review of the file, which occurred on August 5,2022. Upon review of the submitted documentation the adjuster determined that the following documents were still required to review the claim for coverage:
Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
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)
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)

An email was sent to ************************ on August 5, 2022 and a voicemail was left for *********************************** on the same day,advising of the pending documentation. On August 24, 2022, ************************ submitted additional documentation to her file via our secure portal. After review of the submitted documentation, the adjuster placed a call to ************************ on October 6, 2022 and left a message to return her call to discuss the details of the loss.
After the request for additional documentation was not received on the 90th day, a closing letter was issued to ************************ on November 21, 2022 and the claim was placed in an inactive status. Upon receipt of additional documentation that was reciceved via facsimile on November 30, 2022, the claim was reopened for review by a newly assigned adjuster.

On December 28, 2022, the assigned adjuster spoke with ************************ advising that we were still pending a copy of the credit card statement and cancellation letter from the airline. Additional documentation was received on January 4, 2023 and on January 16, 2023 the claim was reviewed and payment was issued to ************************ in the amount of $2600.91.

Upon receipt of the above referenced complaint, a member of the management team reviewed the file, and it appears the claim was paid in error. The reason for flight cancellation with ********* Airlines, change of schedule, does not meet the policy criteria of a covered reason under Trip Interruption and therefore the claim should have been denied.

Pertinent policy provisions follow:
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:
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;

A formal letter will be issued to *********************** advising of the denial and a member of the management team will speak with her via telephone.

Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Initial Complaint
Date:01/17/2023
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.
Filed a claim for home involving not being able to live in my home due to asbestos and electrical fire. Could not get any response. 12 days went by and I called and called. They would not give me and agent or adjuster. At times said I was denied then that it was an error. In the meantime I have 6 kids sleeping in the floor in a carport because no one will help. I paid all expenses for inspections out of pocket.
Business Response
Date: 01/19/2023
Thank you for the opportunity to respond to this inquiry.
In the complaint, it was alleged there was a delay in the processing of the claim.
Crawford & Company is an independent adjusting company who was assigned to perform an appraisal on the complainant's residence on behalf of ********************************* Company.
Our office received notification of the assignment on January 17, 2022, and an appointment was scheduled by our property adjuster with the complainant for January 18, 2022.
The appraisal assignment was completed and we provided the results back to our client.
Please let us know if you have any additional questions or concerns.
Initial Complaint
Date:01/08/2023
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 filed a claim on July 2, 2022 for trip cancellation. Claim #*******. It's been 6 months and my claim has not been settled. I have provided all documents request via the portal AND emails directly to ***********************, claims adjuster. I have called and left numerous messages, but never receive a call back. I have emailed countless times, but still no response. I have spoken with customer service and requested my claim be elevated, but still NO response. Short of contacting the leadership team at Crawford and Company, I don't know what else to do! I'm hoping you can help to get my case resolved. Thank you.
Business Response
Date: 02/01/2023
January 25, 2023

Better Business Bureau ******* & NE *******
235 ****************
Suite 900
*******, ** 30303

RE:     Complaint ID:                18706804
           Claim Number:            *******
           Policyholder:               **** *******
           Policy Number540008002
           Policy Type:                  Trip Cancellation
           Insured:                        *****************************
           Date of Loss:                June 22nd, 2022
           Writing Company:       Starr Indemnity & Liability Company

We are in receipt of the correspondence for the above referenced complaint that was submitted on January 23rd, 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 Starr Indemnity &Liability Company to process claims.

In this complaint, ****************** expressed frustration with the lack of response for a trip cancellation claim she submitted in July 2022. We have reviewed our file materials and we offer the following in response.

On July 2nd, 2022, the Broadspire office received notification of the loss via the secure portal. An acknowledgment letter was sent to ****************** via email the same day. On July 20th, **************************************************************************************************************************** order to review for coverage:

Confirmation of the reason for the Trip Cancellation, Interruption or Delay (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/carrier (with cancellation policies)
Penalty terms from the affected travel company, carrier, lodging or other provider
Documentation showing any refunds (if applicable)
Receipt for any additional/out of pocket expenses (if applicable)
Medical Records from treating physician and/or signed HIPAA medical records release form (if applicable)

An email was sent to ****************** to advise.After not receiving the pending documentation after 90 days, a 90 day closing letter was issued to ****************** via email on October 18th, 2022. On November 2nd, 2022, ****************** sent an email to her licensed adjuster requesting for the claim to remain open. The adjuster reviewed the email and provided a response to ******************, however, the pending documentation was not provided.
****************** was provided with a directive on what she would be able to provide as proof of the above referenced documents.

Unfortunately, we are still pending the following documents needed in order to move forward with his claim:
Proof of cancellation from ***** Airlines confirming the reason of the cancellation
Penalty terms from the affected travel company, carrier, lodging or other provider
Documentation showing any refunds (if applicable)

Upon receipt of the required documentation,we will review the claim in its entirety against the policy language and provide ****************** with a status update.

For faster service, ****************** may upload the required documents to:
**************************************
Or mail/fax the required documents to:
Claim Benefit Services
P.O. ********************************************************: *******)
Fax: **************
ATTN: (4018539)
Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Customer Answer
Date: 02/02/2023
The requested documents were emailed DIRECTLY to my claims adjuster a couple of months ago.
Nonetheless, I have uploaded the documents to the Portal and I have attached them in this message.
Thank you.
Business Response
Date: 02/28/2023
Better Business Bureau ******* & NE *******
*************************************br>Suite 900
*******, ** 30303

RE:     Complaint ID:                18706804
           Claim Number:            *******
           Policyholder:               **** *******
           Policy Number540008002
           Policy Type:                  Trip Cancellation
           Insured:                        *****************************
           Date of Loss:                June 22nd, 2022
           Writing Company:       Starr Indemnity & Liability Company

We are in receipt of the follow up correspondence for the above referenced complaint that was submitted on February 2, 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 Starr Indemnity &Liability Company to process claims.

In this complaint, ****************** expressed frustration with the lack of response for a trip cancellation claim she submitted in July 2022. We have reviewed our file materials and we offer the following in response.

On July 2nd, 2022, the Broadspire office received notification of the loss via the secure portal. An acknowledgment letter was sent to ****************** via email the same day. On July 20th, 2022 the claim was reviewed by a licensed adjuster and it was determined that the following documents were still required in order to review for coverage:

Confirmation of the reason for the Trip Cancellation, Interruption or Delay (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/carrier (with cancellation policies)
Penalty terms from the affected travel company, carrier, lodging or other provider
Documentation showing any refunds (if applicable)
Receipt for any additional/out of pocket expenses (if applicable)
Medical Records from treating physician and/or signed HIPAA medical records release form (if applicable)

An email was sent to ****************** to advise.After not receiving the pending documentation after 90 days, a 90 day closing letter was issued to ****************** via email on October 18th, 2022. On November 2nd, 2022, ****************** sent an email to her licensed adjuster requesting for the claim to remain open. The adjuster reviewed the email and provided a response to ******************, however, the pending documentation was not provided.
****************** was provided with a directive on what she would be able to provide as proof of the above referenced documents.

On February 2, 2023, ****************** uploaded additional documentation to her file via our secure portal. On February 20,2023, a member of the management team reviewed the entire claim against the policy language and determined that reason for cancellation did not meet the criteria of an Unforeseen Event and thus ineligible for Trip Delay or Trip Interruption coverage under this policy. A formal denial letter was sent to ***************** on February 21, 2023.

Pertinent policy provisions follow:

The Following are the Unforeseen Events for Trip Cancellation and Trip Interruption:
(a) Your Accidental Injury, Covered Sickness or death or the Accidental Injury, Covered Sickness or death of Your Traveling Companion, Your Family Member, Your childrens caregiver or Your Business Partner; that results in medically imposed restrictions as certified by a Physician at the time of loss preventing Your participation or continued participation in the Covered Trip. A Physician must advise cancellation of the Covered Trip on or before the Scheduled Departure Date.

(b) An Accidental Injury incurred by You that causes You to be medically unable to continue Your trips activity(ies). An actual examination by a Physician must take place and the Physician must advise You to discontinue the trips activity(ies).

(c) Inclement weather, Natural Disasters,Terrorist Attacks or mechanical breakdown of the Common Carrier that results in the complete cessation of travel services at the point of departure or destination for at least 48 consecutive hours.

(d) Mandatory evacuation ordered by local authorities at Your destination due to a Natural Disaster. You must have 50% or less of Your Trip remaining at the time the mandatory evacuation ends, in order for this benefit to be payable.

(e) Natural Disaster or documented man-made disaster at the point of departure or Your destination that renders Your primary residence or the accommodations at Your destination uninhabitable.

(f) Adverse weather or Natural Disaster resulting in the obstruction of public roadways or curtailment of public transportation, that prevents Your ability to arrive at Your Land/Sea Arrangements.

(g) A road closure causing a delay in reaching Your destination for at least 12 hours.

(h) Strike that causes complete cessation of travel services of Your Common Carrier for at least 48 consecutive hours.

(i) Bankruptcy and/or Default of Your Travel Supplier that occurs more than 14 days following the Effective Date. Your Scheduled Departure Date must be no more than 12 months beyond the Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available. If alternate transportation is available,benefits will be limited to the change fee charged to allow You to transfer to another airline in order to get to Your intended destination. This coverage only applies if the Policy was purchased within 14 calendar days of the initial Trip payment.

(j) The airport terminal from which You are scheduled to fly, is closed due to a documented security breach within 12 hours of arrival at the terminal or while You are physically at the terminal.

(k) A politically motivated Terrorist Attack that occurs within 30 days of Your departure and within 50 miles of a City listed on Your itinerary. The Terrorist Attack must occur on or after the Effective Date of Your Trip Cancellation Coverage.

(l) A documented theft of passports or visas.Documented means that You have reported the theft to the local authorities.

(m) You or Your Traveling Companion being directly involved in or delayed due to a traffic Accident substantiated by a police report, while en route to departure.

(n) You and/or Your Traveling Companion are hijacked, quarantined, required to serve on a jury, subpoenaed, required to appear as a witness in a legal action, provided You or Your Traveling Companion are not a party to the legal action or appearing as a law enforcement officer;the victim of felonious assault; having Your principal place of residence made inaccessible and uninhabitable by a Natural Disaster; or burglary or vandalism of Your principal place of residence within 10 days of departure.

(o) You or Your Traveling Companion are called to active military duty after the Effective Date.

(p) You have, or Your Traveling Companion has, a previously approved military leave revoked or experience a military reassignment.

(q) Your transfer, within thirty (30) days of the date of Your Covered Trip, by the employer with which You are employed on the Effective Date that requires relocation of Your principal residence.

(r) Your Traveling Companions transfer,within thirty (30) days of the date of Your Covered Trip, by the employer with which Your Traveling Companion is employed on the Effective Date that requires relocation of Your Traveling Companions principal residence.

(s) After at least three (3) years of full time continuous employment at the same company, You are terminated or laid-off from full time employment at such company within thirty (30) days of the date of Your Covered Trip. We regret that our decision in regards to this claim could not have been more favorable. Should you have any other information which you feel we should consider,please let us know immediately.

(t) After at least three (3) years of full time continuous employment at the same company, Your Traveling Companion is terminated or laid-off from full time employment at such company within thirty (30) days of the date of Your Covered
Trip.

Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Customer Answer
Date: 02/28/2023

Complaint: 18706804

I am rejecting this response.
Since my trip doesn't fall under Trip Cancellation, can it be filed under Trip Delay or Trip Interruption?
My trip was delayed/interrupted for more than 12hours.

Thank you,
*****************************
Business Response
Date: 03/14/2023
March 10, 2023

Better Business Bureau ******* & NE *******
************************************
Suite 900
*******, ** 30303

RE:     Complaint ID:                18706804
           Claim Number:            *******
           Policyholder:               **** *******
           Policy Number540008002
           Policy Type:                  Trip Cancellation
           Insured:                        *****************************
           Date of Loss:                June 22nd, 2022
           Writing Company:       Starr Indemnity & Liability Company

We are in receipt of the follow up correspondence for the above referenced complaint that was submitted on February 28, 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 Starr Indemnity &Liability Company to process claims.

In this follow up complaint, ****************** inquired if her loss would qualify for Trip Delay or Trip Interruption. We have reviewed our file materials and we offer the following in response.

Unfortunately, as advised in the previous response the reason for cancellation did not meet the criteria of an Unforeseen Event and thus ineligible for Trip Cancellation, Trip Delay, Trip Interruption,or any other benefit listed under this policy.

Pertinent policy provisions follow:

The Following are the Unforeseen Events for Trip Cancellation and Trip Interruption:
(a) Your Accidental Injury, Covered Sickness or death or the Accidental Injury, Covered Sickness or death of Your Traveling Companion, Your Family Member, Your childrens caregiver or Your Business Partner; that results in medically imposed restrictions as certified by a Physician at the time of loss preventing Your participation or continued participation in the Covered Trip. A Physician must advise cancellation of the Covered Trip on or before the Scheduled Departure Date.

(b) An Accidental Injury incurred by You that causes You to be medically unable to continue Your trips activity(ies). An actual examination by a Physician must take place and the Physician must advise You to discontinue the trips activity(ies).

(c) Inclement weather, Natural Disasters,Terrorist Attacks or mechanical breakdown of the Common Carrier that results in the complete cessation of travel services at the point of departure or destination for at least 48 consecutive hours.

(d) Mandatory evacuation ordered by local authorities at Your destination due to a Natural Disaster. You must have 50% or less of Your Trip remaining at the time the mandatory evacuation ends, in order for this benefit to be payable.

(e) Natural Disaster or documented man-made disaster at the point of departure or Your destination that renders Your primary residence or the accommodations at Your destination uninhabitable.

(f) Adverse weather or Natural Disaster resulting in the obstruction of public roadways or curtailment of public transportation, that prevents Your ability to arrive at Your Land/Sea Arrangements.

(g) A road closure causing a delay in reaching Your destination for at least 12 hours.

(h) Strike that causes complete cessation of travel services of Your Common Carrier for at least 48 consecutive hours.

(i) Bankruptcy and/or Default of Your Travel Supplier that occurs more than 14 days following the Effective Date. Your Scheduled Departure Date must be no more than 12 months beyond the Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available. If alternate transportation is available,benefits will be limited to the change fee charged to allow You to transfer to another airline in order to get to Your intended destination. This coverage only applies if the Policy was purchased within 14 calendar days of the initial Trip payment.

(j) The airport terminal from which You are scheduled to fly, is closed due to a documented security breach within 12 hours of arrival at the terminal or while You are physically at the terminal.

(k) A politically motivated Terrorist Attack that occurs within 30 days of Your departure and within 50 miles of a City listed on Your itinerary. The Terrorist Attack must occur on or after the Effective Date of Your Trip Cancellation Coverage.

(l) A documented theft of passports or visas.Documented means that You have reported the theft to the local authorities.

(m) You or Your Traveling Companion being directly involved in or delayed due to a traffic Accident substantiated by a police report, while en route to departure.

(n) You and/or Your Traveling Companion are hijacked, quarantined, required to serve on a jury, subpoenaed, required to appear as a witness in a legal action, provided You or Your Traveling Companion are not a party to the legal action or appearing as a law enforcement officer;the victim of felonious assault; having Your principal place of residence made inaccessible and uninhabitable by a Natural Disaster; or burglary or vandalism of Your principal place of residence within 10 days of departure.

(o) You or Your Traveling Companion are called to active military duty after the Effective Date.

(p) You have, or Your Traveling Companion has, a previously approved military leave revoked or experience a military reassignment.

(q) Your transfer, within thirty (30) days of the date of Your Covered Trip, by the employer with which You are employed on the Effective Date that requires relocation of Your principal residence.

(r) Your Traveling Companions transfer,within thirty (30) days of the date of Your Covered Trip, by the employer with which Your Traveling Companion is employed on the Effective Date that requires relocation of Your Traveling Companions principal residence.

(s) After at least three (3) years of full time continuous employment at the same company, You are terminated or laid-off from full time employment at such company within thirty (30) days of the date of Your Covered Trip. We regret that our decision in regards to this claim could not have been more favorable. Should you have any other information which you feel we should consider,please let us know immediately.

(t) After at least three (3) years of full time continuous employment at the same company, Your Traveling Companion is terminated or laid-off from full time employment at such company within thirty (30) days of the date of Your Covered
Trip.

TRIP DELAY
We will pay Your additional expenses on a one-time basis, up to the maximum shown on the Schedule of Benefits, if You are delayed en route to or from the Covered Trip for at least the number of hours shown on the Schedule of Benefits due to an Unforeseen Event For the Trip Cancellation and Trip Interruption benefits occurring on or after the Effective Date of the Policy.

Additional Expenses include:
(a) any prepaid, unused, non-refundable land,air or water accommodations;
(b) any reasonable additional expenses incurred (meals, accommodations, local transportation, and telephone calls);
(c) an Economy Fare from the point where You interrupted Your Covered Trip to a destination where You can resume Your Covered Trip; or
(d) a one-way Economy Fare to return You to Your originally scheduled return destination.

Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
Respectfully,

*************************
Director of Claim Operations
************
**************************
Customer Answer
Date: 03/23/2023

Complaint: 18706804

I am rejecting this response.

Sincerely,
*****************************
Initial Complaint
Date:01/08/2023
Type:Billing 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 ticket with Turkish airline , and travel insurance Xcover.com . I had an incident during my flight with tooth. When I returned to *** , I opened a case and provided all required documents to Broadspire . For receipt for medical expenses incurred i provided only estimate from my dentist office NuSmile *********************** Since I my balance on bank account is less than 100$ . My adjuster *************************** is refusing my to pay for my treatment . I asked my adjuster to pay directly to dentist office. He still refuses. I am very frustrated when my tooth in pain everyday . Also , I could not to speak with my adjuster, it took me whole month . He does not responds to calls , voicemails , and emails . I AM EXPERIENCING VERY BAD SERVICE, EVEN THOUGH I AM *** ARMY VETERAN. November 29, 2022 ******************************** ********************************************************************* RE: Claim Number: ******* Insured: ******************************** Policy Number: MT-M Date of Loss: 02-Oct-2022 Type of Loss: Accident ************************* Company: Generali Assicurazioni Generali S.P.A (** Branch)
Business Response
Date: 02/06/2023
February 1, 2023

Better Business Bureau ******* & NE *******
235 ****************
Suite 900
*******, ** 30303

RE:     Complaint ID:                18705262
           Claim Number:            *******
           Policyholder:               **********************************
           Policy NumberCL6GK-8A8U8-INS
           Policy Type:                Medical and Dental
           Insured:                        **********************************
           Date of Loss:                October 3, 2022
           Writing Company:       ******************

We are in receipt of the correspondence for the above referenced complaint that was submitted on January 23, 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, *************************** expressed frustration with the lack of response for a dental claim he submitted. ************************** stated that his adjuster *************************** has refused payment for his treatment. We have reviewed our file materials and we offer the following in response.

On October 24, 2022, the Broadspire office received first notice of loss of the above mentioned claim. Broadspire acknowledges that there was a significant delay in the issuance of the acknowledgment letter to **************************, which occurred on November 3, 2022,via email, for this we apologize. An acknowledgment letter was sent to ************************ via email on November 3, 2022. . The claim was assigned to a licensed adjuster on the same day.

On November 8, 2022, the claim was reviewed by the adjuster and it was determine additional documentation was needed in order to review the claim for coverage.

a)             Invoices and receipts (Confirmation of payment for medical expenses incurred);
b)            Accident/incident report;
c)             Copy of itinerary;
d)            Proof of payment

After several months of requesting the additional documentation from ************************* and ************************* calling to request pre-authorization for future medical treatment, ************************** spoke with the Team Manager, *******************************, regarding the status of his claim and what the policy cannot authorize.

Upon receipt of the complaint, the claim was referred for additional review by the management team. The file was reviewed again in its entirety against the policy language and it was determined that since ************************* did not incur medical expenses while on his insured trip,but upon return home, his claim is not eligible for coverage. A formal denial letter advising of the claims decision and the applicable policy language was sent to ************************** via email on January 27,2023.

Pertinent policy language follows:
MEDICAL AND DENTAL COVERAGE

We will pay this benefit, up to the amount on the Schedule, for the following covered expenses incurred by you, subject to the following:
1. Covered expenses will only be payable at the Usual and Customary level of payment; and
2. Benefits will be payable only for covered expense resulting from a Sickness that first manifests itself or an
Injury that occurs while on a Trip; and
3. Benefits payable as a result of incurred covered expenses will only be paid after benefits have been paid under any Other Valid and **************************** in effect for you. This coverage is in excess to
any other health insurance you have available to you at the time of the loss. You must submit your claim to that provider first. Any benefits you receive from your primary or supplementary insurance providers will be
deducted from your claim with us.

Covered Expenses:
1. Expenses for the following Physician-ordered medical services: services of legally qualified Physicians and
graduate nurses, charges for Hospital confinement and services, local ambulance services, prescription drugs
and medicines, and therapeutic services,incurred by you while on your Trip; and
2. Expenses for emergency dental treatment incurred by you during a Trip up to the amount in the Schedule.

Your duties in the event of a Medical or Dental Expense:
1. You must provide us with all bills and reports for medical and/or dental expenses claimed.
2. You must provide any requested information related to the claimed expense(s), including but not limited to, an explanation of benefits from any other applicable insurance.
3. You must sign a patient authorization to release any information required by us, to investigate
your claim.

We regret that our decision with regard to this claim could not have been more favorable. Should ************************* have any other information which he feels we should consider, please let us know immediately.

Respectfully,

*************************
Director of Claim Operations
************
**************************
Initial Complaint
Date:01/06/2023
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 had filed a claim with Broadspire Loss Damage Waiver for an international flight trip which was interrupted by the airlines(done with booking.com)Claim No: ******* Claim Date: November 09th, 2022 Date of Incident: August 27th, 2022 Broadspire requested documented as part of the claim which was submitted by us, and the adjuster reviewed all the documentation and marked them as "Review Completed". We have not heard back from the company on what the next steps are or given any indication on how the claim will be settled. We have tried to reach out to them without any success.Please find attached the email details screenshots on the status of the claim.
Business Response
Date: 01/24/2023
January 24, 2023

BBB of Metro Atlanta, ****** & NE *******
Attn: Dispute Resolution Department
235 ****************, #***
*******,** 30303

RE: BBB ID Number:          18695035
                        Claim Number: 4078779
                        Complainant: *********************************
                        Insured: ***********************************
                        Policyholder: Pavitrha *********
                        Policy Number: W8WHJ-3YCGF-INS
                        Date of Loss:               August 27, 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 January 6, 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,************************************* expressed displeasure with the lenght of time it has taken to process *************************** claim and the lack of response from the adjuster. We have reviewed our claim file and offer the following in response.

On August 30,2022, notice of this loss was received at Broadspire, and on November 9, 2022, 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 (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 November 14, 2022, and the claim was assigned to a licensed adjuster. On November 22, 2022, the adjuter reviewed the claim and contacted ********************** via email requesting the following documents to process the claim:

Copy of full itinerary showing trip cost.

On January 6,2023, the adjuster contacted ********************** via email to follow up on the above referenced documentation and to please submit to process the claim. On January 23, 2023, the adjuster contacted ********************** via telephone and email to discuss the claim and the documents pending, and left a voice message asking to please contact Broadspire to discuss the claim.

Ms.********** claim will be expedited upon receipt of the above referenced documentation. Broadspire sincerely regrets the inconvenience that this claim process has caused to ********************** and ***********************

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:01/02/2023
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.
I purchased trip insurance - originally from squaremouth but they then sold the plan to this company - to protect me in case I got covid before or during my trip abroad. I got covid during the first half of my trip. I was not able to continue on to the second country, so I have submitted for reimbursement for the expenses I pre-paid for that trip. Additionally I had to spend a week quarantining in hotels in the first county. I submitted for reimbursement for the hotel expenses. I started this process in late August or early September. There was some initial confusion about how to submit expenses due to the company having sold my plan to a different company and not accepting documents by email, but I uploaded the documents to their portal, which was their preferred method, during September. Since then I have uploaded additional documents multiple times, called multiple times, and not gotten a resolution. The last notification is from 12/17 saying they will get back to me in 5-7 business days. I was originally told the process would *********** weeks normally, except it was taking longer "due to covid" because apparently they had not figured out how to increase capacity in the last two plus years. I have not received a call back, even though I am constantly promised one. I have gone to my claim adjuster's supervisor, and not received a call back from him either. I spent over $700 on my second trip, which had to be canceled, and over $1500 on hotels when quarantining. I expected this money to be reimbursed because I had purchased insurance for this very reason. This is unacceptable and I believe that every new document they request is a stall tactic, and when they run out of documents to request they will simply go silent. Every time I call - which is at least five times - the person I want to talk to is not available and they never call back. I do not believe they will ever pay me the money they owe me and I believe I have been scammed.
Business Response
Date: 01/11/2023
January 11, 2023

BBB of Metro Atlanta, ****** & NE *******
Attn:Customer Relations Department
235 ****************, #***
*******,** 30303

RE: BBB Case ID Number: 8673862
                        Claim Number: 4037789
                        Insured:                                   *********************************
                        Policyholder:                           *********************************
                        Policy Number:                       3GRCSM1476226
                        Date of Loss:                           August 16, 2022
                        Type of Loss:                           Trip Delay
                        Insurance Company:             ******************
                        NAIC No:                                 11231

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

We are in receipt of the above referenced complaint that was received on January 3, 2023, 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 BBB complaint,************************************* 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 September 9,2022, notice of this loss was received at Broadspire and 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);
8. Receipts for any additional/out of pocket expenses;
a. Note:Reimbursement of same limited by policy terms and conditions
9. Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)

We received notification of documentation submitted on September 26, 2022, and the claim was assigned to a licensed adjuster. Due to a high claim volume, there was a delay in processing claims. On November 2, 2022, the adjuster reviewed the claim and contacted ********************* via email requesting the following documents to process the claim:

Complete flight Itinerary.
Copy of bank or credit card statement showing proof of trip purchase.

We received notification of additional documentation submitted on December 6, 2022. On January 3, 2023, the adjuster reviewed and processed the claim in the amount of $767.21 via check number **********, sent to ********************** via ** mail.

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:12/29/2022
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 submitted a claim with Broadspire in August 2022. It was for Trip delay insurance for a trip in June 2022. I originally bought the insurance through Squaremouth and the company was ******************* I had completed all the necessary paperwork and have waited months. When I reached out to Broadspire I was given the adjusters name and direct telephone line. I have called repeatedly and I go to voicemail. No one calls me back even though her message states she will return your call within ***** hours. This was two weeks ago and I have made multiple calls. I am currently on hold waiting again after calling the customer service line. He verified that my adjuster was in the office but when he requested she answer her phone there was no response. He then put me in touch with her supervisor who does not answer her phone either. I am beyond frustrated and after reading all the other similar complaints believe this company should reconsider what it claims. "Broadspire brings together people, technology, and compassion to deliver meaningful results to clients and their claimants." I have not included the adjusters name nor the supervisor because i don't think this is their fault. I think they are being told to handle it in this manner. I think the problem comes from greed way up the chain in this company. There is either a lack of appropriate number of employees or this is their way to not pay claims hoping that people will grow tired of chasing after them. The total for the claim is $358.94.
Business Response
Date: 01/12/2023
January 12, 2023

BBB of Metro Atlanta, ****** & NE *******
Attn:Customer Relations Department
235 ****************, #***
*******,** 30303

BBB Case ID: 18655318
Claim Number: 4021405
Complainant: ***************************
                        Insured:                                   *****************************
                        Policyholder:                           *****************************
                        Policy Number:                       45GRSM1460409
                        Date of Loss: June 22, 2022
                        Type of Loss: Trip Delay
                        Insurance Company:             Starr Indemnity & Liability Company

Dear Dispute Resolution Department,

We are in receipt of the complaint dated December 29, 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 Starr Indemnity & Liability Company.

In this complaint, ******************************* expressed displeasure with the length of time it has taken to complete the processing of *********************************** claim. We have reviewed our file materials and we offer the following in response.

On August 4, 2022,notice of this loss was received at 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 August 12, 2022, and the claim was assigned to a licensed adjuster. Due to a high claim volume, there was a delay in processing claims. On October 5, 2022, the adjuster reviewed the claim and contacted ****************** via email requesting the following documents to process the claim:

Copy of bank or credit card statement showing proof of trip purchase.

We received notification of additional documentation submitted on October 10, 2022. On November 16, 2022, the adjuster reviewed the claim and contacted ****************** via email advising he was unable to open the above referenced documents and to please resubmit. On December 12, 2022, ****************** contacted Broadspire to inquire about the status of his claim and the adjuster advised the claim was under review and that he would be contacted with an update. On January 3, 2023,the claim was reassigned to a new adjuster who reviewed the claim and contacted ****************** via email requesting the following documents to process the claim:

We received notification of additional documentation submitted on January 10, 2023. The adjuster reviewed the claim and contacted ****************** via email requesting the following documents to process the claim:

1.Copies of receipts for lodging.
Documentation from the Common Carrier confirming the reason for the delay.
Documentation from the Common Carrier confirming no refund/credits issued.
Documentation from the Common Carrier confirming reason for the Trip Delay.
Copy of the original itinerary.

We received notification of additional documentation submitted on January 11, 2022. The adjuster reviewed and processed the claim in the amount of $358.94 via check number **********, sent to ****************** via US mail.

Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to **************** and ******************.

Should you have any questions or concerns, please do not hesitate to contact the undersigned.

Respectfully,
*************************
Team Manager
Broadspire Services
Phone: ************
Email: ***************************

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