ComplaintsforWorldTrips

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought travel insurance from world trips for our Europe travel in July 2023. My kid got Covid and we were asked to quarantine by our doctor due to Italian regulations. We had to postpone our flight and additional hotel expenses for a week. World trips is denying the claim saying we dont have proof about quarantine. I called Italian embassy but they couldnt provide much information . Please help!

  Business response

  03/13/2024

  Response attached

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have provided all details except proof of quarantine. *** called Italian embassy but couldnt reach them. If my travel is delayed due to illness does it matter whether I am quarantining or not? This seems more like an excuse to not reimburse. 
  
  Regards,
  
  ***************************
  

  Customer response

  03/15/2024

  Pfa online screen shot from Italian govt. 

  Business response

  03/19/2024

  See attached

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Certificate #:100275818 I have paid for travel insurance which covered flight cancellation. The payment was expeditiously taken from my card and handed over to WorldTrips. However, when I submitted a claim due to my flight being cancelled and I had to find money to pay for hotel accomadation, etc. The expeditious processing of claim is rather questionable.I have submitted a claim since October 24, 2023 and have uploaded all of the relevant documentation since October 30, 2023. I called worldtrips several times to inquire on tge status of the claim as on their members portal it shows that there is no claims started, the agent checked the documents and claim submitted, he told me that I have orovided all of the required documentation and that the claimed should be processed shortly and I should see an update in the coming days to the portal.Then on December 4, 2023 I received an email requesting proof of the airline cancellation, which I have already provided.I called to followup on the status of the claim on December 27, 2023. The agent told me that the claim will now take another 45 business days starting from the December 4, 2023 request for flight cancellation evidence (already provided previously) to be processed.

  Business response

  12/28/2023

  Response attached

  Customer response

  01/08/2024

  I am waiting for the matter to be solved. Please reopen.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cant find the complaint I submitted awhile ago. They wont reimburse me for travel delay which explicitly states in the terms that they cover

  Business response

  12/20/2023

  Response attached

• Initial Complaint

  08/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased travel insurance from World Trips - Atlas Journey for a trip to ***** for 2 weeks in June. The connecting flight home on United/Lufthansa was cancelled due to no crew. We were stranded overnight in ********* *******. We got no meal or taxi vouchers for our 24 hour delay. We could not retrieve our baggage in *******, so had no clothes for 48 hours I have mailed in their claim form certified mail to the given address. They deny receiving the claim. I called the post office and they say it is at the post office for over a week and no one picks it up. I next tried to send my documentation electronically , but the site keeps crashing. My friend who traveled with me is having the same issues. How do I get reimbursed for my costs and the trip delay and baggage delay payments. I am going in circles.

  Business response

  08/24/2023

  See attached response.

  Customer response

  09/04/2023

  Although the company sent me a message over ten days ago that I would be reimbursed for over $100,  I have not received anything from them.  

  They said the entire procedure would take days.  It has been two months.

  *******************

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Purchase insurance that was supposed to cover in case of an accident or an emergency. On July 3 I had an emergency. Apparently I had bronchitis and I couldnt breathe and I was having hypertension and I had to be admitted into the hospital.They sent me home with beta blockers another medication to deal with the problem and I submitted the insurance claim for the insurance I bought that supposed to cover this In three days, they denied the claim saying that the service is not covered, even though the sole purpose of their product through safety, when the nomad insurance is the cover people in case of emergencies I hear by ask them to overturn the decision and except my claim and make the payment. Otherwise they are providing a fraudulent service and collecting peoples money and not actually giving them services.

  Business response

  07/11/2023

  Response attached

  Customer response

  07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I think the business is going to correct the situation, but I would like to wait for the outcome before I close the case, and I have no idea how to reply to the person without rejecting the outcome, because technically nothing has been done yet, but they said that they are going to go ahead and re-process it and it looks like it might get resolved this week

   

  I will close this once the money is in my account
  
  Regards,
  
  ******************************************

  
  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally lodge a complaint against World Trips Travel Insurance, a company with whom I recently had a deeply unsatisfactory and distressing experience.The primary function of travel insurance, as I understand it, is to provide a safety net for travelers against unforeseen circumstances, thereby ensuring peace of mind during the journey. However, my experience with World Trips Travel Insurance was the exact opposite. Instead of providing the promised service, their lack of response and functionality during a crisis left me feeling both frustrated and financially burdened.I had planned a vacation for which I had purchased tickets from ****** Airlines. Unfortunately, on June 28, 2023, our flight was cancelled by the airlines, resulting in the total disruption of our planned vacation. We, along with a multitude of other passengers, were left stranded as ****** Airlines was unable to provide any replacement flights due to an overwhelming number of similar cases.I immediately contacted World Trips Travel Insurance to file a claim, expecting prompt assistance as per their promise. However, I received no response for three days. In an attempt to expedite the process, I tried to file a claim on their website, but their online portal was non-functional. The situation worsened when I found their office closed for the holiday, leaving me without any means of contacting them and resolving my issue.Now, I am left with a hefty expense that I had paid to ****** Airlines, the hotel accommodation and other travel related expenses, without any assistance from the insurance provider. This experience has left me questioning the reliability of World Trips Travel Insurance and the validity of their service promises.I am planning to file an official complaint with the ********** Department of Insurance. I hope that the BBB can assist me in resolving this issue.Thank you for your attention to this matter.Sincerely,*******************************

  Business response

  07/10/2023

  Response attached

  Customer response

  07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, I attached the claim documentation. I already sent this documentation previously so the company should have looked at it earlier.
  

  I hope that the company makes me whole after all this.
  Regards,
  
  *******************************

  
  

  Business response

  07/14/2023

  Response attached

• Initial Complaint

  10/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reg: WorldTrips 'Visitor Secure' Travel Insurance Name: ******************* Insurance I.D.# ******** My wife's Name: ****************************** ****** Insurance I.D.# ******** WorldTrips Claims Depaertment ************************************************************** I have taken a 'Visitor Secure' travel insurance fro 'WorldTrips' for my wife and myself on March 27th 2022 and paid $320.16. The insurance covered for the period from June 15, 2022 to Sept.14, 2022.My wife fell after visiting my sister on June 23, 2022 and she was bleeding and ambulance was called. ********* has taken her to the hospital around 7pm and she was treated at the hospital and released after about 5 hours, i.e. She was at the hospital about 5 hours getting medical attention.Under her condition we couldnt have taken her to the hospital by ourselves and ambulance was the only choice as she was unconscious and her bleeding was not stopping and she couldnt stand on her own and needed immediate attention.I have filed a claim on Aug. 13th, 2022 and my claim was rejected on 09/08/2022 with the blow explanation:Claim was rejected with Reason Code Description as below:ERIEmergency room charges for illness are NOT covered unless directly admitted.Under her condition we couldnt have taken her to the hospital by ourselves and ambulance was the only choice as she was unconscious and her bleeding was not stopping and she couldnt stand on her own and needed immediate attention.Total amount paid by me including the ambulance was : $1400 + $300 + $240 ==> $1940 ******** dollars and I'm requesting that the 'WorldTrips' should refund this money.We took the medical insurance for this type of unexpected events, which could never have been predicted. If travel medical insurance like yours doesnt cover this what else will be covered by this insurance?I have appealed ( To: <**********************************> ) their decision on Sept. 21, 2022 and so far no response from them. I'm hoping that BBB can resolve this issue.<***********************************>

  <**********************************>Added info:<***********************************>

  <**********************************>My claims with WorldTrips were declined with a reason code: ERI - Emergency room charges for illness are not covered unless directly admitted. I just wanted to add this info. which was missed in my original appeal: The reason we had to call the ambulance was my wife was unconscious after the fall and her pulse and blood pressure was so low and we were unable get her on her feet. Once ambulance was arrived they immediately administer the saline and they took her in the stretcher as her blood pressure was dangerously low. At the hospital doctors diagnosed my wifes condition as Vasovagal Syncope. Here is the explanation from web:https://my.***************.org/health/symptoms/23325-vasovagal-syncope Vasovagal syncope (pronounced vay-so-vay-gal sin-co-pee) happens when your blood pressure and heart rate drop suddenly, causing you to pass out or faint.Vasovagal syncope is the most common type of reflex syncope, which happens automatically for reasons you can't control.
  
  <***********************************>

  Business response

  11/08/2022

  response addresses the 11/1 & addedinto 11/7.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been on the *** connect page trying to register and sent 4 tickets and got no response. I am trying to register and file a claim due to having COVID, my information is below: For my travel policy T25884, I am unable to register so I can file a claim. It keeps saying information isn't matching what I have in the system. My DOB is 1/1/1992. The rest of the info is above. I registered with ********* through Squaremouth.A contact request has been submitted from the *** Connect web site.Name: **************************** Member ID: ****************** E-mail Address: ***************** Address: ************************* City: ********** State: ** Zip: ***** Phone Number: Contact Reason: 1. Unable to register User Type: TravelInsured Questions: You guys cannot find my information to create an account. My DOB is 1/1/1992 I have COVID and found out this morning. Please file the claim on my behalf or create the account for me. This is very frustrating. I have attached the claim documents as well.

  Business response

  10/31/2022

  Attached is the response.

  Customer response

  11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I appreciate that the company acknowledges they got my claim. That was my biggest issue -- now I would like to know if they have everything needed for my claim to process it. Will it be approved?
  
  Regards,
  
  ****************************
  

  Business response

  11/10/2022

  2nd BBB Complaint Response attached. Any furhter questions need to be completed by the insured directly to CBP.

  Customer response

  11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  
  

  They claim they called ****** but the tickets were valid and they just wanted any reason to not give me the money. Im very upset. Please at least refund my premium I paid. 
  
  Regards,
  
  ****************************
  

  Business response

  11/14/2022

  response attached

  Customer response

  11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I will take legal action. Thank you! 
  
  Regards,
  
  ****************************
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Booked via ************ on 07/11 and paid $282.00 premium to ********* for Atlas Rental Secure travel insurance on 07/12 for a trip to Europe that began later that week (07/15). During the outbound trip, we suffered the following issues:- Delay of flight from ************* to ************************************************), resulting in a missed Air France connection to ******** costing $977.20. This connection was cancelled and alternative travel plans were made (drive a rental vehicle from ***** to the holiday home in ****** the next day).- Necessary emergency ****************** in ****************, costing $103.67 as further travel was not possible that day.- A missed night in the holiday home, costing approximately $43.16.Total claim value was $1124.03. Claim was filed on 08/01 via the insurer's intermediary, Co-Ordinated Benefit Plans ********************************** https://cbpconnect.com) as instructed on the policy documentation. Since then, the claim has not been processed - and seems not to exist in their system - via this website portal, despite having been emailed confirmation on 09/08 that they have received my documents and it is 'in line for processing' in answer to an email query of mine.Since then, there has been no follow-up, no response and no acknowledgement of the claim other than an automated response stating extended wait times for claims. For being out of pocket for over a thousand dollars and extensive documentary evidence supporting my claim, I am extremely disappointed that it has been over two months with little more than a 'bear with us' email for a company whose sole profession is processing claims such as these.

  Business response

  10/12/2022

  Attached is the Complaint Response dated today 10/12/2022

  Customer response

  10/22/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flight was canceled by the airline, and I won't be using this insurance because I haven't travel. I called and emailed them but they ignoring my request for a refund.

  Business response

  07/29/2022

  Response Attached

*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. ↩