Business Profile
Insurance Claims Processing
Crawford & CompanyHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Insurance Claims Processing.
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.
If you've experienced an issue
Submit a ComplaintThe 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:12/27/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had to file a trip interruption claim with Broadspire for a trip in July 2022. I quickly provided them with all the documentation they requested and I have tried contacting them multiple times via email and phone to ask about my claim. I have not received a response via email, and when I have made contact over the phone, they insist I will be contacted shortly, yet they have not contacted me. Because this has taken so long, my credit card has cycled a few times with interest fees while waiting for Broadspire to contact me or finish filing my claim.Business Response
Date: 01/17/2023
Dear Customer Relations Department,
We received the above-referenced complaint that was submitted on December 28, 2022,in reference to the above-captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third-party administrator assigned to act on behalf of ***************** Company, to process claims.In this complaint, ******************************* advised she filed a claim with Broadspire for travel insurance coverage provided for *********** Venture X account holders in July and now it is December with no response from an adjuster either by email or phone.
Broadspire has advised due to a high claim volume, there was a delay in processing claims.
We apologize for any delays the consumer experienced during the Broadspire claim process;their experience does not reflect the level of service we expect our customers to receive.
Please note on January 3, 2023, Broadspire reviewed the information that was provided and the coverage available under the policy and sent ******************** a letter to advise of the coverage decision on January 6, 2023.
Should you or ******************** have any additional questions or concerns,please do not hesitate to contact me.
Respectfully,
***************************
Assistant Vice ********** ************************ Solutions Team Lead
Chubb *********************
**************
****************Customer Answer
Date: 01/20/2023
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.
Sincerely,
***************************Initial Complaint
Date:12/21/2022
Type:Service or Repair IssuesStatus: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 August of 2021 I was hit by a ***** truck that kept driving. I chased him down and he told me he thought he hit the curb not a car. He tried to tell me I didn't need to call the police but I did. He was issued a ticket. The car had over $6000 was just purchased. It is still not the same after that accident and I hired a company who reported the diminished value caused by the accident is over $2600. On top of my missed wages my settlement should be $5000. They offered me $3500 and said that is with out having to prove I make what I make which I already submitted proof and said I will gladly submit more because it is what I make and that is the amount I lost dealing with the accident and therapy. After that I couldn't get anyone to call me back. I have left an uncountable amount of voicemails and emails to this day. I am just trying to get what is owed to me for my diminished value and missed wages that I submitted proof of a long time ago. In November I got a letter that my case was taken over b *************************** who doesn't return my calls. The only other number I have besides ************ is ************. My phone records show all the times I have called these numbers and left messages. I have also emailed at **************************************************************************** and filled out online forms asking for a call back and my settlement. I have asked for manages/supervisors to call me back and nothing.Business Response
Date: 01/05/2023
Better Business Bureau
Metro Atlanta
RE: COMPLAINT/FILE NUMBER: 18626013
COMPLAINANT: ************************************
INSURED'S NAME: ***************************
Bond #: 016227420
CLAIM #: 189600367
DATE OF LOSS: August 12, 2021
NAIC #: 24147
POLICY SITUS: *********
ISSUE RESOLVED: Yes
PAYMENT ISSUED: Yes
Dear **************:
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 with a Bond from Liberty Mutual. Broadspire Services **** is not an insurance company. In a good-faith effort to resolve this complaint, Broadspire provides the following information for your records.
This loss involves an undisputed accident where the ***** driver while attempting to change lanes struck the side of the vehicle owned by *************************. As a result of the accident ************************* vehicle was damaged. The repairs to the vehicle were initial paid by her carrier Allstate. ***** issued a reimbursement check to Allstate in the amount of $5,235.15 on April ,8,2022. The driver was also injured in the accident and treated for several weeks. The adjusters handling the claim continued to follow with ************************* throughout the claims process including making an offer to settle the remaining claims in February 2022 which was rejected. The adjuster attempted follow up contacts without a response.
The complaint received in this matter indicates that ************************* was making a claim for lost wages and diminished value of her vehicle and would like to settle the claim for $5000.She claims that calls were made to the adjuster without a return call. The adjuster confirmed they did receive voice mail messages from the claimant but no return number was provided and her number was blocked in
caller-ID. After receiving the complaint the adjuster reached to the claimant by E-mail and was able to settle all remaining claims.A release was secured and a settlement check for $5,000 was issued on December 27, 2022.
Thank you again for the opportunity to address the issues between ************************* and ***** Express. We trust that the provided information including that the claim has been settled satisfies your inquiry. Should you have any further questions and/or concerns, please do not hesitate to contact the undersigned.
Sincerely,
*******************************
VP Claims
***** Express Dedicated Branch
Broadspire
***************************************************************
phone: ************
fax: ************
email: *************************************************
web: www.choosebroadspire.comInitial Complaint
Date:12/14/2022
Type:Service or Repair IssuesStatus: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 called 12.07.2022 @ 10:45 a.m PST. I spoke with ***** and she informed me the leave specialist ******************* would call me within ***** hours. It is now 7 days later and I have not received a call. I called twice this morning and the representatives are imbeciles, barely speak English and all they can say is Im sorry I completely understand We dont have access to transfer you to a supervisor and We cant provide you with an email address. Poor way to run an insurance business if you ask me!! Ive been put out on FMLA by my PCP and all you do is add to the stress!!!! I need a call immediately!!! I have no idea how to complete the forms that were sent to me and due by 12.17.2022 as there were no instructions provided.Business Response
Date: 12/20/2022
We have reviewed our file materials and we respectfully dispute the allegations presented by ******************* Our office has communicated directly with ***************** on her disability claim.Initial Complaint
Date:12/14/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i scheduled a flight to ********** via Booking.com. then i insured the flight for medical cancellation if needed with Xcover. when it came about that i did need to cancel the flight and get the refund i went through the process via Xcover. they said the claim process then runs through Broadspire Crawford & Company. they took longer than the already stated time to contact me(was like 2 weeks) so i contacted them first, they then sent me an email with a claim number and a bunch of papers i needed to fill out and upload to some claim upload site for them. the paperwork that needed to be filled out i had questions on so i tried calling to ask about it, the person who answered had no idea how to fill it out either so they tried to get the person in charge of my claim to help and they took my name and number. i was never called or emailed, so after about 2-3 days i tried calling them again, no response. i finally just filled out the papers the best i could hoping if something was wrong they would contact me to ask about it. when files are uploaded it says give them 10 days. they have been sitting there unreviewed for about 5 weeks. in that time i have tried calling multiple times and i get given the run around to ultimately tell me that the person in charge of my claim is "busy". recently i was told there is now someone new in charge of the claim and to give them 48hrs to review it, that was 11/21/2022. they also gave me a number to call of the person after 48hrs in case it still hasn't been looked at, i have called twice and it goes straight to voicemail and i get no call back, i have left my number and even email. the fact no one in charge is doing their job of reviewing the case OR just contacting me to have some communication on what is going on makes me feel they are scamming me. i don't think they have any intention of paying me the refund i am owed on the insurance i paid and i think they are trying to ignore me so i get fed up and give up.Business Response
Date: 12/27/2022
Dispute Resolution Department
BBB of Metro Atlanta, ****** & NE *******
Attn:Customer Relations Department
235 ****************, #***
*******,** 30303
RE: BBB Case ID Number: 18572313
Claim Number: 4069598
Insured: ***************************
Policyholder: ***************************
Policy Number: 7AR4H-UGAPC-INS
Date of Loss: October 10, 2022
Type of Loss: Trip Cancellation
Insurance Company: ******************
NAIC No: 11231
Dear Customer Relations Department,
We are in receipt of the above referenced complaint that was received on December 14, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ******************, to process claims for plans sold by ********************** Services, LLC.
In this BBB complaint,******************************* expressed displeasure with the length of time it has taken to process his claim. We have reviewed our claim file and offer the following in response.
On October 11,2022, notice of this loss was received at Broadspire. On October 25, 2022, the processor setup the claim and contacted ************** via email acknowledging receipt of the claim, apologizing for the delay in setting up 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 October 25, 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 16, 2022, the adjuster reviewed the claim and contacted ************* via email acknowledging receipt of the documents and that the claim was under review. On December 15, 2022, ************** contacted Broadspire via email to inquire about the status of his claim and the Client ******* replied to *************** email, apologizing for the delay in processing his claim and that the claim was escalated for processing. The claim was reassigned to a new adjuster who reviewed the claim and contacted ************** via email requesting the following documents to process the claim:
Bank statement or credit card statement confirming proof of trip purchase.
Documentation from the Common Carrier confirming Trip cancellation.
Documentation from the Common Carrier confirming no refund/credits issued.
**************** claim will be expedited upon receipt of the above referenced documents.
Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to ***************
Should you have any questions or concerns, please do not hesitate to contact the undersigned.
Respectfully,
*************************
Team Manager
Broadspire Services
Phone: ************
Email: ***************************Customer Answer
Date: 12/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:12/12/2022
Type:Service or Repair IssuesStatus: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.
Hi, My family planned a trip for August and booked our air ticket in April 2022 on booking.com along with travel insurance, which later on we learned it was provided by Broadspire. However, my wife got injured before the trip and we had to cancel it. Since the ticket is non refundable, we filed a claim with Broadspire on the first week of August. It has been over 4 months our claim has not been settled. We have provided all the documented requested including cancellation policy from booking.com, Dr.'s notice, and all the forms requested. I have contacted the business numerous times but they either never response or the only reply is 'we'll get back to you as soon as possible', and there's no channel for us to reach their management team. I don't know what game they are playing and I'm hoping you could help to get my case resolved. Thanks a lot!*****Business Response
Date: 12/20/2022
December 20, 2022
BBB of Metro Atlanta, ****** & NE *******
Attn:Customer Relations Department
235 ****************, #***
*******,** 30303
RE: BBB Case ID Number: 18531137
Claim Number: 4023703
Insured: ***************
Policyholder: ***************
Policy Number: L3UKK-J3C4Q-INS
Date of Loss: July 21, 2022
Type of Loss: Trip Cancellation
Insurance Company: ******************
NAIC No: 11231
Dear ******************************
We are in receipt of the above referenced complaint that was received on December 13, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of ******************, to process claims for plans sold by ********************** Services, LLC.
In this BBB complaint,Mr. *************** expressed displeasure with the length of time it has taken to process his claim and the lack of response from his adjuster. We have reviewed our claim file and offer the following in response.
On July 28, 2022,notice of this loss was received at Broadspire. Due to a high claim volume, there was a delay in processing claims. On August 9, 2022, the processor setup the claim and contacted Mr. ** via email acknowledging receipt of the claim,apologizing for the delay in setting up his 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 August 24, 2022, and the claim was assigned to a licensed adjuster. On September 14, 2022, the Client ******* contacted Mr. ** via email advising we are in receipt of the claim documents and that an adjuster would contact him with a claim status. On September 29, 2022, the adjuster reviewed the claim and contacted Mr. ** via email requesting the following documents to process the claim:
Cancellation letter from the Common Carrier.
Penalty terms from the Common Carrier.
Documentation from the Common Carrier confirming no refund/credits issued.
We received notification of additional documentation submitted on September 29, 2022. On October 3, 2022, the adjuster reviewed and submitted the claim to the Team Manager for approval. On October 11, 2022, the Team Manager reviewed the claim and advised the adjuster that we needed the credit card statement confirming purchase of the trip. On October 12, 2022, the adjuster contacted Mr. ** via email requesting a copy of the credit card statement showing proof of trip purchase. On November 8, 2022, the Team Manager reviewed and referred the claim to the insurance carrier for approval, due to the claimed amount exceeding our payment authority. On December 6, 2022, the insurance carrier submitted the approval of the claim.
On December 12,2022, the adjuster processed the claim in the amount of $13,835.88 via check number **********, sent to Mr. ** via US mail.
Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to Mr. ***
Should you have any questions or concerns, please do not hesitate to contact the undersigned.
Respectfully,
*************************
Team Manager
Broadspire Services
Phone: ************
Email: ***************************Customer Answer
Date: 12/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************Initial Complaint
Date:12/06/2022
Type:Service or Repair IssuesStatus: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 filled a claim 2022-07-07 for Trip Interruption. Claim Number 4005027.I am going in circles with this claim. I have called over a dozen times (at least one hour duration per call) and have yet to once speak to a claim adjuster regarding this case.I have submitted documentation and then resubmitted documentation. I have been assigned 2 different adjusters and now a third has emailed asking for me to resubmit the same documents for third time.Finally I threatened to file a BBB complaint against them and was surprised to receive a phone call from an actual adjuster. He asked me some questions so he has a clear understanding of my case and assured me it would be taken care of that day. Never heard from him again. Its been over two weeks since his call. I left countless messages on his direct number since then but back to ********** of being ignored.The amount of time and effort I have spent on trying to get this case moving forward is ridiculous.Business Response
Date: 12/20/2022
December 20, 2022
BBB of Metro Atlanta, ****** & NE *******
Attn: Customer Relations Department
235 ****************, #***
*******, ** 30303RE: BBB Case ID#: ********
Claim Number: 40050277
Business Name: Broadspire Insurance Company
Policy Type: Trip Interruption
Consumer: ***************************Dear Customer Relations Department,
We are in receipt of the Better Business Bureau complaint submitted on December
6, 2022, for the above-referenced claim adjudicated by Broadspire. Broadspire
Services, ***** a subsidiary of Crawford & Company, is a third-party administrator
assigned to act on behalf of ***************** Company, to process claims.In the complaint, ******************** expressed displeasure with the length of time it has
taken to complete the processing of his claim and the lack of response from his
adjuster. In addition, ******************** advised that 3 different adjusters have asked him
to resubmit the same documents 3 times. We have reviewed our file materials and
we offer the following in response.
On September 18, 2022, Broadspire received the notice of the loss and set up a
claim for ********************. ******************** received an email acknowledging receipt of the
claim and requested the required documents to process the claim.On September 19, 2022, the processor transferred the claim to the handling
adjuster for review. On October 17, 2022, the adjuster reviewed the file and
requested additional documentation. ******************** sent the additional
documentation over for review on October 18, 2022. A second adjuster assisted
with the file on November 7, 2022, and reviewed the additional documentation
sent over by ********************. After a review of the additional documentation, an
unsuccessful call was made to ******************** on November 21, 2022, to discuss the
claim.On December 17, 2022, Broadspire reviewed the information that was provided
and the coverage available under the policy and issued a check payable to Mr.
********. ******************** should receive a check within **** business days via ** mail.
We apologize for any inconvenience as a result of the delays the consumer
experienced during the Broadspire claim process; their experience does not reflect
the level of service we expect our customers to receive.Should you or ******************** have any additional questions or concerns, please do not
hesitate to contact me.Respectfully,
***************************
Assistant Vice ********** ************************ Solutions Team Lead
Chubb *********************
**************
****************Initial Complaint
Date:12/05/2022
Type:Product IssuesStatus: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.
This company is adjusting trip cancellation claims for policy provided to me as a benefit by my credit card company.A covered planned trip was cancelled due to emergency hospitalization, a covered cause, on July 17, 2022. A claim was promptly submitted with all requested information on July 28, 2022. Since that time, adjusters have been unresponsive, made unreasonable documentation demands and have otherwise delayed the settlement of the claim.A vaguely worded request for additional information was promptly responded to via the online portal on 8/23/22. Documents were successfully uploaded and marked as not yet reviewed.9/27/22 the online status was changed to Not Received with no additional communication. .I re-uploaded documents and requested clarification of any additional needs.10/7/22, a comment on the online portal indicating simply Please call as I need to go over claim. was posted by the adjuster. Still no name, email or phone number provided for the adjuster or the office. I posted another note to the portal advising that I had no contact information for the adjuster. 10/12/22, I was able to speak with someone who advised that she was taking over the claim from another adjuster. I was assured that they had all necessary information and that she would talk with her manager and I that I could expect to hear something in the next few days.11/9/22 I called and left a voicemail advising that claim has been open for three months, reminded of the content of the previous call, and requested a call back. 11/18/22 After not hearing from the adjuster, I called again and was sent immediately to voicemail. Left a message indicating I was following up on previous call, no response has been received to date 12/5/22.Business Response
Date: 12/16/2022
Dear Customer Relations Department,
We are in receipt of the Better Business Bureau complaint submitted on December 5, 2022, for the above-referenced claim adjudicated by
Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third-party administrator assigned to act on behalf of Federal Insurance
Company, to process claims.In the complaint, ************************ expressed displeasure with the length of time it has taken to process her claim and the lack of response
from her adjuster.We apologize for any delays the consumer experienced during the Broadspire claim process; their experience does not reflect the level of
service we expect our customers to receive.Please note that on December 7, 2022, the adjuster reviewed and processed the claim in the amount of $1,500.00 via check number **********, sent
to Ms. ********* via US mail.Should you or Ms. ********* have any additional questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,***************************
Assistant Vice President ******** Banking/Client Solutions Team Lead
*********************
Chubb Insurance
**************Customer Answer
Date: 12/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********************Initial Complaint
Date:12/05/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a land only, all expenses paid safari from *********, 7/30/22-8/9/2. Total costs was $16,420.00. First payment for the safari was 4/8/21 ($4,842.01). We then purchased full coverage travel insurance (12/21/2021 from Tin Leg (policy #**-TLG-**B-13BD2) paying $$1,924.00. In April, 22, I was advised I needed surgery by my physician. I was admitted on 4/1/22) and after surgery I developed a case of septic shock, requiring inpatient until mid-July, 2022, at least 101 days. I still require at least 4 days a week physical therapy for long lasting results of sepsis. We had to cancel the safari due to health. We notified Tin Cup 6/27/2 and began submitting documentation supporting our losses. In and email dated 9/23/22, Broadshire notified us all the necessary documentation had been filed, The emails has 3 headings; Documents, Status and Notes. Under 'Status' is a list of all items that are required. Under 'Status,' each of the seven categories show 'Received - Review Complete.' Under the, 'Notes' column is the following statement, "Please allow ***** business day for management to review your claim." It has been at least 55 business days and there has been NO response. I have called dozens up dozens call, mainly answered by off shore folks. I did get a name, **************** with phone number and email. He has never returned call and has block my emails.Business Response
Date: 12/19/2022
BBB Case ID: 18521420
Claim Number: 4012176
Insured: *******************************
Policyholder: *******************************
Policy Number: 53-TLG-53B-13BD2
Date of Loss: April 13, 2022
Type of Loss: *************************************************************************************************************************************************************** ********* Company: Starr Indemnity & Liability Company
Dear Customer Relations Department,
We are in receipt of the complaint dated December 10, 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 to process claims.
In this complaint, *********************************** expressed displeasure with the length of time it has taken to complete the processing of his claim and the lack of response from his adjuster. We have reviewed our file materials and we offer the following in response.
On July 19, 2022,notice of this loss was received at Broadspire and the processor setup the claim and contacted ****************** via email acknowledging receipt of the claim and requesting the following documents to process the claim:
1. Completed and signed claim form
2. A copy of the cancellation or refund policies of the Common Carrier, Tour Operator, or Travel Supplier
3. Confirmation of the non-refundable amounts for the unused Common Carrier tickets, and/or travel vouchers
4. Confirmation that the tickets were cancelled with the Common Carrier
5. Copy of the travel itinerary showing the passenger names and ticket cost
6. Confirmation of the reason for the trip cancellation,interruption or delay; (Physician statement confirming medical reason,confirmation of death of immediate family member or statement from common carrier which lists the exact cause of cancellation)
7. Please provide us with a copy of your credit card statement,which shows that the purchase of the Common Carrier ticket was charged to your credit card (To include the first six digits of your credit card number for verification of coverage and the card holder's pre-printed name and address.However, for security purposes we suggest that you block or remove the remaining digits.)
On August 22,2022, the processor contacted ****************** via email to follow up on the above referenced documents and to please submit to process the claim. We received notification of documentation submitted on August 22, 2022, and the claim was assigned to a licensed adjuster. Due to a high claim volume, there was a delay in processing claims. On September 23, 2022, the adjuster reviewed and submitted the claim to the Team Manager for approval. On September 29, 2022,the Team Manager reviewed the claim and advised the adjuster to request a copy of Mr. ******** credit card statement to confirm proof of trip purchase. On September 30, 2022, the adjuster contacted ****************** via email requesting a copy of his credit card statement showing proof of trip purchase.
We received notification of additional documentation submitted on October 6, 2022. On October 13, 2022, the adjuster reviewed and submitted the claim to the Team Manager for approval. On December 7, 2022, the Team Manager referred the claim to the insurance carrier for approval, as the claimed amount exceeds our payment authority. On December 9, 2022, the insurance carrier submitted the approval. On December 13, 2022, the adjuster processed the claim in the amount of $16,420.00 via check number **********, sent to ****************** via US mail.
Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to *******************
Should you have any questions or concerns, please do not hesitate to contact the undersigned.
Respectfully,
*************************
Team Manager
Broadspire Services
Phone: ************
Email: ***************************Customer Answer
Date: 12/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****************Initial Complaint
Date:11/29/2022
Type:Product IssuesStatus: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 April 27, 2022 we purchased travel insurance from SquareMouth for an upcoming trip to ***** in July for 6 family members. The policy states that ***************** was the provider. This policy was called "Pandemic Plus". On June 16, 2022 a mass was discovered in my chest. Our trip had to be canceled. We notified GoReady and filled out the forms and provided the documentation requested including physician verification. On August 22, **** we were informed that our documents were accepted by ************************* at Broadspire A&H. On Sept. 29th ***** said she was adding *********************** who I believe works for Crawford. Around Sept 29, 2022 we were asked to upload our credit card statement. We received a response that the documents were uploaded successfully on Oct. 1st and we would hear back in 5-7 days. Through all of dates I have been emailing and calling ***** and then ******* at least 2 or 3 times a week with 0 response. Nov 8th ******* emailed with an apology and assuring me I'd hear back in 2-3 business days. This was after my email saying I was contacting the **. Insurance Commissioner. I did not hear back so I contacted her and her email on Nov. 14th said it was still in review with underwriting and she would follow up. I have called and emailed several times since then and have gotten no response. There are multiple companies involved in this and it's very confusing. We purchased from Squaremouth and the policy was from GoReady. Since we filed a claim Crawford and Broadspire are also involved.Business Response
Date: 12/14/2022
December 14, 2022
BBB of Metro Atlanta, ****** & NE *******
Attn: Dispute Resolution Department
235 ****************, #***
*******,** 30303
BBB Case ID: 18479840
Claim Number: 4017760
Complainant: *****************************************
Insured: *************************
Policyholder: *************************
Policy Number: 45GRCASM1401849
Date of Loss: July 23, 2022
Type of Loss: Trip Cancellation
Insurance Company: Starr Indemnity & Liability Company
Dear ******************************
We are in receipt of the complaint dated November 30, 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 and the lack of response from his adjuster. We have reviewed our file materials and we offer the following in response.
On July 28, 2022,notice of this loss was received at Broadspire and the processor setup the claim and contacted **************** via email acknowledging receipt of the claim and requesting the following documents to process the claim:
1.Completed 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.Receipt of voucher payment
8. Documentation showing any refunds (if applicable)
On August 10, 2022, and August 18, 2022, the adjuster contacted **************** via email to follow up on the above referenced claim and to please submit to process the claim. We received notification of documentation submitted on August 22, 2022,and the claim was assigned to a licensed adjuster. Due to an influx of claims,there was a delay in processing claims. On September 23, 2022, the adjuster reviewed and submitted the claim to the Team Manager for approval. On September 29, 2022, the Team Manager reviewed the claim and advised the adjuster the credit card statement was needed to confirm purchase of the trip to confirm coverage. On September 30, 2022, the adjuster contacted **************** via email requesting a copy of the credit card statement to confirm purchase of the trip.
We received notification of additional documentation submitted on October 1, 2022.On October 5, 2022, the adjuster reviewed and submitted the claim to the Team Manager for approval. On October 27, 2022, the Team Manager referred the claim to the insurance carrier for review and approval, as the claimed amount exceeds our payment authority. On November 8, 2022, the Team Manager referred the claim to the insurance carrier for review and approval. On November 29, 2022, the Team Manager submitted additional supporting documentation to the insurance carrier. On November 30, 2022, we received the approval from the insurance carrier and the adjuster processed the claim in the amount of $8,033.40 via check number **********, sent to **************** via US mail. Our records indicate that the check was cashed on December 6, 2022.
Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to Mr. and *****************.
Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
Respectfully,
*************************
Team Manager
Broadspire Services
Phone: ************
Email: ***************************Initial Complaint
Date:11/28/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get my claim processed for travel insurance since July 2022, when my father had a heart attack and I couldn't go on my trip because I needed to stay and be his medical proxy. I paid $5404 for the trip. Per my travel insurance policy, I am owed a 100% of my investment in the trip due to cancelling for a medical emergency of immediate family. Since initially opening a claim, I have been given misinformation numerous times about how to submit my documents. When I finally was able to submit my documents, I was sent an email by my claims adjuster, ********, that confirmed all of the required documents had been submitted. A month goes by and no check is in the mail. I call, I email. I am told that I did not actually submit all of the required documents. I submit the newly requested documents and ask when I can expect the claim to be processed and for my check to be in the mail. I am told 10 days after the Team Manager approves it. I ask "How long does it take for the ** to approve it?" and receive no response. It has been well over 10 business days since this last email correspondence. I have since tried to reach out to ******** and supervisors numerous times, have left voicemails, etc and have received no response. I called the 855 number and customer service told me I was given the wrong supervisor number. Ok, but how was I supposed to know that? And how hard would it have been for the supervisor I did call to contact me and let me know the correct person, or let the correct person know that they needed to contact me. Literally anything to let me know that someone was keeping an eye on this. The lack of transparency and inept customer communication is appalling. It has been almost 5 months since I began this process. I want my money. I've been told by friends who have made claims through this company that the only way they got their money was by posting a complaint with the BBB, let's see if it works.Business Response
Date: 12/09/2022
December 9, 2022
BBB of Metro Atlanta, ****** & NE *******
Attn:Customer Relations Department
235 ****************, #***
*******,** 30303
RE: BBB ID Number: 18473588
Claim Number: 4015141
Insured: *************************
Policyholder: *************************
Policy Number: 4GCVSM1304149
Date of Loss: July 3, 2022
Type of Loss: Trip Cancellation
Insurance Company: ******************
NAIC No: 11231
Dear Customer Relations Department,
We are in receipt of the above referenced complaint that was received on November 28, 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 displeasure with the length of time it has taken to process her claim. We have reviewed our claim file and offer the following in response.
On July 25, 2022,notice of this loss was received at Broadspire, and the processor contacted *********** via email acknowledging receipt of the claim and requesting the following documents to process the claim:
1. Completed claim forms (signed and dated)
2. Complete Travel Itinerary (Example: flight schedule, hotel confirmation or tour/cruise itinerary)
3. Proof of payment(s) for the trip (Example: itemized travel invoice, e-ticket or paper ticket, hotel charges, service fees and other accommodation expenses or credit card statements)
4. Confirmation of the reason for the Trip Cancellation,Interruption, Delay or Missed Connection (Example: completed physician statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss)
5. Cancellation letter from tour operator/agency (with cancellation policies)
6. Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
7.Documentation showing any refunds (if applicable)
On August 15,2022, September 5, 2022, and September 26, 2022, the processor sent follow up emails to ************ advising the above referenced documents were still pending and to please submit to process the claim. We received notification of documentation submitted on September 26, 2022, and the claim was assigned to a licensed adjuster. On October 12, 2022, the adjuster reviewed the claim and contacted ************ via email advising that the claim and documentation received were under review and ************ would be contacted with an update. On November 9, 2022, the adjuster reviewed and submitted the claim to the Team Manager with a recommendation to approve the claim. On November 14, 2022, the Team Manager rejected the recommendation to approve the claim based on additional documentation needed to confirm coverage. On November 22, 2022, the adjuster requested additional documentation from ************ to confirm coverage and process the claim.
On November 29,2022, the adjuster submitted the claim to the Team Manager for review and approval. On December 5, 2022, the Team Manager reviewed and approved the claim.The adjuster processed the claim in the amount of $5,404.00 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: ***************************
Crawford & Company is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.