Complaints
Customer Complaints Summary
- 49 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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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:04/30/2025
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.
I cancelled my reservation within the allotted timeframe allowing for a full 100% refund of these charges and the company is delaying and probably avoiding a refund.Business Response
Date: 05/16/2025
See attached response.Initial Complaint
Date:03/30/2025
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.
I purchased a travel insurance policy for a Tour in ***** in September, 2024. It contained standard provisions, including benefits for medical issues and Trip Interruption. During the Tour, my wife contracted a debilitating infectious illness, causing us to leave the Tour less than midway through its duration. After submitting a detailed claim with documentation, including from the Tour Director and a treating physician, itravelinsured offered a settlement of approximately $700 to cover our medical costs. However, they never acknowledged or offered reimbursement for the trip interruption.I then filed an appeal on November 18, 2024 with the same documentation and requesting the Tour fees that were lost (approximately 57% of the Tour costs). The company stated that the appeal process would take 90 business days and we are now 5 weeks past that 90th day. A **************** department supervisor ("****** G") has stated twice that while he has asked the appeal branch to "escalate" the evaluation of my claim, he has no ability to ascertain when the claim will be adjudicated. This despite him telling me five weeks earlier, that the appeals group had already started to review November claims. The **************** Group has no ability to actually provide customer service, just plaudits and excuses for a group that doesn't, apparently, communicate with them.Business Response
Date: 04/04/2025
See attached response.Customer Answer
Date: 04/04/2025
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
Date:03/20/2025
Type:Sales and Advertising 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.
My wife and I had trip planned to *******************. Trip cost $2,700, insurance through itravel, was to pay 75% of cost if had to cancel. Our daughter was involved in car accident. Therefore we cancelled the trip. After months of run around from itravel. They will only refund $800.Business Response
Date: 03/24/2025
Good morning, I am unable to locate your account based on the information provided. Please provide me with your policy number and Insured ID# and I will be happy to perform another search.Customer Answer
Date: 03/24/2025
Claim reference number is T14583 and certificate number of primary claimant is TCDL284284911.Customer Answer
Date: 03/24/2025
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.]Claim reference number is T14583 and certificate number of primary claimant is TCDL284284911.
Regards,
***** *****Business Response
Date: 03/28/2025
See attached response.Customer Answer
Date: 03/28/2025
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.
The travel insurance as advertised, was for both my wife and I. We were not aware that separate policies would be needed.
Regards,
***** *****Customer Answer
Date: 04/03/2025
****** ******, travel consultant, Inked Passport Travel, ************** or **************, states that the insurance was not offered for individuals. And the individuals are not given the opportunity to purchase separate policy for each participant. I can assure, that if my wife and I were offered individual travel insurance we would have purchased the additional policy.Business Response
Date: 04/04/2025
See attached response.Customer Answer
Date: 04/04/2025
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.
Talk to the travel consultant, each participant on this trip, was not given opportunity to purchase separate policies.
Regards,
***** *****Business Response
Date: 04/11/2025
See attached response.Initial Complaint
Date:02/21/2025
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.
We purchased travel insurance for a trip(March *****rd, 2025, through the resort in good faith that has now been cancelled. We are not fling a claim, we are not sick, it is for personal reasons and we are not lying or trying to take advantage of this policy. We have no other travel plans this year..or the near future. I have tried 3 times to just cancel this policy and have been told we can not "cancel" this policy. This is not far>>we should be able to cancel this policy period and get some kind of refund, either the total amount of at least 75% of what we were charged.Business Response
Date: 03/10/2025
See response uploaded.Initial Complaint
Date:01/31/2025
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.
1/15/25 denied ********************************** states I could continue travel after falling and breaking my arm in *****. I slipped and fell with my arm over my head on a train platform in *******, ***** October 8, 2024. Train security immediately called an ambulance which took me to the **************** emergency. I was treated by Spanish doctors and nurses that did not speak any English. Thanks to our cell phones, we could communicate via ****** Translate. The instructions per the Spanish Doctor were to go home ASAP to my family Doctor together with a specialist (please see the attached last line of the emergency room discharge report). He also stated, in the same report, a review with an area Traumatologist (orthopedic surgeon) in my country in 3 weeks after wearing the sling. He explained to me if my shoulder locked up it would require surgery. In addition to the pain from my arm, I was also experiencing terrible neck pain. I assumed it was whiplash due to the way I fell on the concrete train platform with an outreached arm. Based on the instructions from the Spanish Doctor, we returned home late October 10, 2024. I saw Dr. ****** at ************ *********** October 11, 2024. My husband also promptly filed a claim with our travel ****************** We were shocked to receive a letter stating my claim had been denied. They stated I could have continued travel through ***** and ******** for the remainder of our trip. Our trip was scheduled to end on October 24, ****** days after the accident. I find it absolutely ridiculous that the ************************ thought a 65-year-old senior woman and her 72-year-old husband would be able to continue travel getting on and off trains, planes and tours with backpacks and luggage.The likely hood of falling again was extremely high while traveling in ****** with uneven cobble stone streets, sidewalks and stairs. The thought of falling again and requiring surgery in a foreign country was terrifying.Customer Answer
Date: 02/04/2025
******************** has settled. Thank you for your help!
***** *********
Business Response
Date: 02/05/2025
See attached response.Initial Complaint
Date:01/13/2025
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 purchased travel insurance from IM Global for my husband and I to go on a cruise starting 10/23/24. My husband died 8/20/24. I submitted a claim for $10,600 to IMG on 9/12/24. ************** refunded $2,386 and IMG reimbursed me $5,863 and denied the balance of $2,384 as ineligible. The only cost submitted was the all inclusive payment to ******. I have called several times and not given an explanation for the ineligible portion. I submitted an appeal on 10/9/24. It has been over 4 months since I submitted the initial claim, 3 months since I submitted the appeal, and still no response from IM Global. The death of a traveling partner (and the insured on the policy) is the #1 reason for a covered cancellation in the policy. It is impossible to get any answers when calling IM Global and they are obviously not responding to any electronic submissions. This is unacceptable and the fact that I am having to spend all this time and effort to be reimbursed for a trip that I desperately wanted to take with my husband and purchased travel insurance at additional cost is beyond reprehensible.Customer Answer
Date: 01/15/2025
Ironically, I received an email from *** after just submitting this complaint to you! They continue to deny my appeal and coverage for the remaining portion of my claim. However, now they have stated that it is because I did not report the death of my husband within 72 hours of his passing. That is incredible to me. I reported his death on 9/12/24 barely 3 weeks after he died and 6 weeks prior to the insured cruise. The policy language states:
Notice of claims must be reported to Us or Our authorized representative within twenty (20) days after a loss occurs or as soon as is reasonably possible.
I reported my husbands death 23 days after his death. I dont believe it is a stretch to consider this as soon as reasonably possible.
Can you help me get IMG to do the right thing?
Most grateful, ***** *****Business Response
Date: 01/17/2025
See uploaded response.Customer Answer
Date: 01/17/2025
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.
The policy includes conflicting language including the language being used by IMG to deny which is a reference to reporting a claim within 72 hours of the event occurrence on page 7. On page 22 under Claims Procedures and your duties in the event of a loss, it is stated to Immediately, or as soon as possible, call Your Travel Supplier and the program administrator. Further down on page 22 under How to File a Claim, Notice of claims must be reported to Us or Our authorized representative within twenty (20) days after a loss occurs or as soon as is reasonably possible. Not only are these criteria not in agreement, but there are two references to as soon as possible. I reported my husbands death within 23 days. If ever there is a time to allow a small amount of flexibility (3 days past the 20 day reference), certainly this is reasonable and most would argue would be as soon as possible. Further, by virtue of the conflicting criteria as well as the two references that clearly indicate policy flexibility, *** is making a unilateral decision to deny without consistent and specific language to support it in the policy.It is my belief that the policy language is inconsistent and allows for reasonable notice by the insured. I sincerely wish I could have taken this trip with my husband and certainly lack of quicker action on my part to cancel it should be more than understandable. *** has decided to apply a strict ******************************************************* their policy language I suspect they will avoid paying many claims from people experiencing similar losses of loved ones. Accordingly, I cannot recommend *** or United States ************** for travel insurance to anyone ever again.
Regards,
***** *****Business Response
Date: 01/27/2025
See attached response.Customer Answer
Date: 01/31/2025
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 assert that the language in the policy allows for reporting the event that caused the cancellation (death of my husband and traveling partner) "as soon as possible" and not solely within 72 hours of the death. I think it is outrageous that any travel insurance company would expect a widow to report the death of her husband within 72 hours of that death. I am quite certain that the vast majority of people that experience the death of a traveling partner are unable to report it to this insurance company within 72 hours. When the policy language is ambivalent, I will not agree that they have properly administered the policy and find it shameful for a company to take this stance.
Regards,
***** *****Business Response
Date: 02/03/2025
We regret that we could not come to a more favorable outcome for you in this matter, but as plan administrator, we are required by the insurer to only release benefits according to the Insurance terms and conditions as explained in our January 27th and January 11th responses.Customer Answer
Date: 02/03/2025
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.Despite the specific language in two sections of the policy concerning reporting a claim "as soon as possible", IMG has taken the stance that the cancellation event must be reported within 72 hours, despite the more flexible language included in the policy. I continue to disagree that the policy is clear on this matter and unequivocally feel that policy language that provides for leeway in reporting "as soon as possible" the death of one's spouse warrants full payment of my claim. I do not know anyone that would argue that a person should be thinking about cancelling a future vacation in the 3 days following the death of their spouse. I am truly heartbroken at the amount of time this has taken in the weeks since my husband's death to recover costs that we believed would be protected by an insurance policy. IMG - or their policy administrator (it has been very difficult to know who is making the final decision on this) is not customer focused. I have three international trips scheduled so far this year but I will not purchase a travel policy from then again.
Regards,
***** *****Initial Complaint
Date:12/07/2024
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.
Purchased travel insurance through this company, upon filing a claim and getting denied, I requested an appeal, and was told multiple times that someone would be in contact, the claim was originally filed in late August, and as of 12/7 I still never heard back from them, the last correspondence I received was 10/30, after which they seemed to drop off the face of the earth. In the the emails I did receive, there was a contact phone number in the footer listed as a direct contact line *************** This number belongs to a random man, unaffiliated with this company, he states this has been his personal number since the early 2000's and that they continue to use it in their emails. I managed to get a proper contact number through the customer service on the rental platform I used to make the initial purchase for the vehicle, and was informed by a IMG (The parent company to iTravel company) I was supposed to email my request for a claim to ****************************************** instead of ************************* who had been responding up until the end of Oct. The van I was renting began to fall apart on me mid trip -the lock on the door broke, the ** unit needed repairs almost immediately on pick up of the vehicle, and the swerved dangerously on the highway- I had several strokes of bad luck, got injured by a horse (see images), and turned the van in early due to these several issues. I'm seeking to claim the cost for the hotel I ended up have to book as well as the new rental vehicle I had to rent. I'm seeking a claim for $748.94, the combined cost for the hotel and Advantage car rental. I am now consulting with a lawyer because of the negligence I have received in dealing with filing these claims.Business Response
Date: 12/16/2024
See attached response.Initial Complaint
Date:11/22/2024
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 used IM Global (***************************) of which, iTravelInsured is a subsidiary for our trip to ******** and ******* in September 2024. (Policy #TCSE284118950).My wife became ill and had to be admitted to the hospital in ****** the day we were scheduled to return home. I contacted the ***************** at iTravelInsured to inform them of our situation. The said thats no problem just keep your receipts and file a complaint when you get home. I contacted them three times during my wifes hospitalization to keep them posted and every time I called them they told me no worries, just keep your receipts and file a claim when you arrive home.After two months I got a claim decision that they are denying $2,087.02 of my claim for my expenses incurred while my wife was in the hospital, to include, taxi, hotel and food primarily. The reason they gave was because I neglected to contact or notify their Medical Assistance Team. Nobody during any of my calls to iTravel ***************** mentioned this technicality. Can you please help?Business Response
Date: 12/06/2024
See attached response.Initial Complaint
Date:08/31/2024
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.
Date of transaction: 12/17/2023 Certificate Number TCSE284188822 Insurance Plan Cost: $839.43 ******************** Clain T5660 ************* (Plan iTravelInsured Travel SE) was committed to providing $16,000 worth of travel insurance. A partial request for coverage, submitted on February 6, 2024, due to an emergency trip interruption has not been paid. I have sent numerous letters and emails, including to the CEO of the company, without any results. I have provided all the documentation requested to document the emergency. Very unresponsive business process.Business Response
Date: 09/09/2024
See attached response.Customer Answer
Date: 11/12/2024
Dear *** or Madam:
I would like to apologize for not getting back to you sooner, but I have been ill and on medical leave from work for several weeks with limited access to a computer or internet. I would like to continue to pursue this complaint. The company has not provided me a reasonable explanation for their denial of my claim. They keep sending form emails with no detail. I have asked them to have someone call met at ************, and not such call has been received. Now that I am ill and on medical leave, I need to receive this payment more than ever. I really appreciate any assistance you can provide me to get this situation resolved.
Thank you so much,
******* *********
Customer Answer
Date: 11/18/2024
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.
[Provide details of why you are not satisfied with this resolution.]Dear *** or Madam:
I would like to apologize for not getting back to you sooner, but I have been ill and on medical leave from work for several weeks with limited access to a computer or internet. I would like to continue to pursue this complaint. The company has not provided me a reasonable explanation for their denial of my claim. They keep sending form emails with no detail. I have asked them to have someone call met at ************, and not such call has been received. Now that I am ill and on medical leave, I need to receive this payment more than ever. I really appreciate any assistance you can provide me to get this situation resolved.
Thank you so much,
******* *********
Business Response
Date: 11/22/2024
See attached response.Initial Complaint
Date:08/09/2024
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 purchased a cancel for any reason policy for a Cancun trip July 3-8, through a travel agent. On July 1 I canceled because a category 5 hurricane was tracked to hit the area. It was hit on July 5 as a category 2. I filed my claim and they have continually delayed payment, citing additional information required. I have repeatedly filed every document they requested, made numerous calls and emails and never received a a reply by phone, text, or email. I have provided everything they have asked for, more than once.Business Response
Date: 08/30/2024
See attached response.
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