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Business Profile

Travel Insurance

iTravelInsured.com

Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/05/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased travel insurance for my trip in June/July 2022 to ****** and Ireland. To my understanding, I purchased my policy from Squaremouth, and they sold it to iTravelInsured. COVID-19 Interruption was included in this policy.I tested positive for COVID-19 on July 7, 2022, while on my trip. I immediately chatted to iTravelnsured.com and spoke with an individual identified as JHarris on the company's chat platform. I asked ******* if I needed to go to the doctor for my claim to be approved. This person told me that my claim would not be denied because I did not go to the doctor. They told me to attach a photo of my positive at-home Covid test with my other receipts and documents. I also verified this information on July 10 via telephone with another representative. I provided all required documentation for reimbursement, including two photos of two different positive Covid-19 tests.Now, my claim has been denied on the basis that I did not go to a doctor. The company has told me that ************** gave me incorrect information, and they are not going to honor my claim. I made significant financial decisions based on **************' guidance, and I feel that I should be able to trust a representative of the company to give me accurate information.My total claim is approximately $4000. I am seeking the Better Business Bureau's assistance with obtaining this reimbursement. I have included screenshots with my conversation with ************** to the complaint.

    Business Response

    Date: 09/14/2022

    See attached response.

    Customer Answer

    Date: 09/16/2022

    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 am not satisfied with the resolution of this matter, because IMG informed me on July 8, 2022 and July 10, 2022 that a home test would be sufficient and that I did not need to provide further medical evidence. Thus, it is not acceptable to deny my claim on the basis that I did not do to a doctor, because IMG told me I did not need to. Evidence of the exchange on July 8 is attached. 

    My next steps will be to file in small claims court. I have been keeping a log of the hours I have spent attempting to resolve this issue. 

    Regards,

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

    Business Response

    Date: 10/07/2022

    See attached response.

    Customer Answer

    Date: 10/07/2022

    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. 

    IMG stated there was not enough information and provided no further details. I will continue to pursue this claim until I am given a clear reason why this company told me I did not have to go to a doctor and then reversed their criteria after I had spent $4000.


    Regards,

    *******************
  • Initial Complaint

    Date:08/10/2022

    Type:Sales and Advertising Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My wife and I were on a Royal Caribbean Odyssey of the Sea for a 23-night Transatlantic cruise when she became ill and we had to leave the ship on day 10 in Malaga, *****. She spend 2 days in the hospital before we could fly home. I filed a travel insurance claim for trip interruption with iTravelInsured in the amount of $10,268 on June 16th. I have not been paid anything for my claim to date despite numerous phone calls and emails to the firm.

    Business Response

    Date: 08/17/2022

    See attached response.

    Customer Answer

    Date: 08/19/2022

    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. 

    I received the following message from iTravelInsurance regarding our insurance claim.  According to the message, my claim will be settled to my satisfaction except for about $200 within 10 business days.  I believe you are responsible for expediting the settlement of my claim and want to thank you for your support.

     

    **** and *****************




    Regards,

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

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