Complaints

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

• Initial Complaint

  Date:04/06/2025

  Type:Order 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.

  I purchased what I thought was travel insurance specifically "cancel for any reason". I wound up getting it from *******. Unfortunately the family member I was to meet out developed a life threatening illness so had to cancel. I was told that I in fact did not **** and that I'd have to submit my family member's private medical records. To begin with, there would be no proof that was meeting her as she wasn't traveling with me. I would never buy travel insurance with any option other than cancel for any reason. Travelinsurance.com said I had to take it up with ******* but the fact is, I booked it on the travelinsurance.com website. It's devastating enough that the circumstances have caused me to cancel and this just puts salt in the wound.

  Business Response

  Date: 04/10/2025

  Hello,

  As we mentioned in our support ticket to this customer:

  You purchased the ******* Safe Travels Explorer plan and it does not offer the optional Cancel For Any Reason upgrade and our website did not show that optional upgrade to you, because it isn't offered on that plan.

  Nowhere on that plan does it describe as including Cancel For Any Reason. Please provide more information or evidence about where you believe it says that.
  
  Have a nice day and thanks for visiting TravelInsurance.com - your source for travel insurance!
  
  Best,
  *******************
  ****** ********* **** ****
  
  
  

  Customer Answer

  Date: 04/15/2025

  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 and the matter has been resolved. Their initial response directly to me was that they don't offer Cancel for any reason they then indicated that ******* didn't offer it on their site. Although I see that the error was mine and there is an option to narrow it down to policies that offer this, ******* does have two options where travel ************* told me they do not. Get to know the products you sell. 
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:08/26/2024

  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.

  Purchased cruise protection from ***. Hurricane ***** came through and caused my flight to be cancelled. Could not get a replacement flight that would workget me to ** in time. *** is refusing my claim.

  Business Response

  Date: 09/04/2024

  Hello,
  You have filed a complaint with the wrong company. TravelInsurance.com does not offer AON products. Please redirect your complaint to the appropriate company.

  Sincerely,

  TravelInsurance.com

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel insurance through ****************** for a trip I took back September 2023. I ended up getting sick on the trip and had to use the travel insurance. I have 2 bills that they said they have sent checks for but the checks were never received. The first one is for $112.79 and I have now been sent to collections for the unpaid bill. They said they have recut a check on 5/13/24 and mailed that out but that has also not been received as I am still getting collection calls for it. I have been trying to reach them since 5/13/24 with no response. You can see the collection notice in the *** attached labeled $112.79 There is a second check for $95.72 that they said they recut and sent out on 6/10/24 and that has also not been received. All I am asking for is for the bills to get paid asap.

  Business Response

  Date: 07/10/2024

  Dear *****,
  
  While TravelInsurance.com offers Go Ready travel insurance plans by Aegis, we are not affiliated with the company. As such we do not administer claims on behalf of Aegis Go Ready travel insurance plans. We have forwarded your concerns to Aegis Go Ready. We do not have any record of you reaching out to TravelInsurance.com to assist you in submitting your claim to Aegis' claims department.  If you had contacted us, we would have gladly forwarded your concerns and tried to assist you.
  
  Please note that TravelInsurance.com is not involved in any claims decisions. It seems your complaint is with the claims process. Your BBB complaint, which has nothing to do with TravelInsurance.com, would be more effective if you directed it at the right company.

  Sincerely,
  
  TravelInsurance.com

• Initial Complaint

  Date:01/05/2024

  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.

  On October 18th,2023 I sent email with all available proof to TravelInsurance.com Digiventures Holdings LLC 222 ******** Flr. ******************************* And *********************************** RE:Insurance#********* ******************************* and #********* ********** ********* ******. This plan is Underwritten by ***********************************. Policy Number: *******. I did purchase insurance for our travel to ****** for Holy Land Pilgrimage (******, *********) with a church group for me and my mom in June 2023. We each payed $2500 fee cash (total of $5000) for our trip. This supposed to cover all our expenses our flights, hotel accommodation, bus tours and transfers, breakfast and dinners in hotels, tickets to museums and entrance tickets to our pilgrimage sites and places. Military operation started between ****** and ********* *********** on October 7, 2023. We become stranded with our group in ****** and *********. In a time of military conflict we spent almost $20000 for our escape. That was included all exit visas , transfers , bus in Between zone, *************************** and food. We are blessed that we were able to afford that price. It was Emergency Evacuation cost and cost for escape with our lifes intact. We were LAST group of ******** Citizens that were able to cross border able to use ******************************************** Bridge and Crossing. 10 minutes after we crossed- border was closed and is still closed to the todays date. While on the bus, we seen guns pointed at us, heard some threats that we might be kept as a *** hostages for leverage. Now In safety of *** soil, I remembered that I purchased ******************** I am trying to recover cost of our emergency evacuation. Now Travelers instance we purchased don't want to pay anything. I submitted to them all documentations I had from that trip. I called them numerus times, today, 1.4.2024 . Please help.All documents that I was able to save are included.Thank you. Please call me with any question ***********

  Business Response

  Date: 01/14/2024

  Dear **********,
  
  Thank you for contacting TravelInsurance.com. We're sorry to hear about your travel experience. As you referenced in your complaint, you purchased a **************************** policy which is underwritten by Nationwide. While your ******* policy covers many travel situations, it is up to **************** underwriter, Nationwide, to determine if a claim is covered under the ******* policy. TravelInsurance.com does not (and is not legally allowed to) make decisions on claims on behalf of Nationwide regarding ******* policies. If you feel that Nationwide unfairly denied your claim, you can file an appeal with Nationwide. TravelInsurance.com does have a say in the eligibility of claims.
  
  We understand why you may be disappointed in the decision by Nationwide to deny a claim. It may be helpful to note that based on information you referenced in your complaint, you mentioned that you were seeking reimbursement for an emergency evacuation. Please note that the plan you purchased only provides coverage for emergency medical evacuations if you are hospitalized and an evacuation to a proper medical facility is required. Please refer to your plan's Description of Coverage for the full range of coverage benefits and limits.
  
  While TravelInsurance.com does not have a say in claims decisions, we can notify ******* and **************** claims administator of your complaint. But you will need to contact ******* directly to seek additional recourse in the matter. You can contact **************** claims depratment at ************ or by email at **************************.
  
  Sincerely,
  
  TravelInsurance.com

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Insurance companies  dont want to pay even trip interuption! This is per policy $3000 per person. This what I am seeking. I submitted all documentation I can possibly have . 
  please help . Thank you. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********** ********* ******
  
  
  
  
   
  

  Business Response

  Date: 02/04/2024

  Hello,

  As we stated in our prior response, TravelInsurance.com does not administer claims on behalf of **************************** nor does TravelInsurance.com make claims decisions. If you are dissatisfied with the claims process, you should direct your complaint to ******* Internationals claims department.  

  Also, please also note again that the travel circumstances that you described in your original complaint are not covered under the travel insurance plan you purchased.  We are very sorry that you experienced a harrowing travel experience, however, the plan you purchased does not provide coverage for non-medical emergency evacuations. 

  Again, TravelInsurance.com strives to present a travel insurance plans benefits and coverages in a transparent way, with the summary of benefits available simply in a few clicks.  We also provide links to a plans detailed Description of Coverage which gives the detailed terms of the policy.  Unfortunately the plan you purchased did not provide coverage for the events you described. 

  Sincerely,

  TravelInsurance.com

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept. 25, 2023 APPEAL OF **************************: Dear Nationwide: You recently denied my claim to be reimbursed for an airline ticket that I lost due to travel interruptions and delays. You stated: According to the documentation provided, your trip was delayed due to long lines at the airport resulting in you missing your flight. You are requesting reimbursement of ******** Airlines for $398.89. The Trip Delay benefit will reimburse for pre-paid, unused, non-refundable land and water accommodations; any Reasonable Expenses incurred; an Economy Fare from the point where You ended Your Trip to a destination where You can catch up to the Trip; and one-way Economy Fare to return You to Your originally scheduled return destination if You are delayed, while coverage is in effect, en route to or from the Trip for twelve (12) or more hours due to a defined Hazard. The claim does not qualify under the Trip Delay coverage because missing a flight due to long lines at the airport is not a Hazard as defined. Being stalled in a security line for five or six hours is a trip delay. It is en route to or from the trip since the trip officially begins once you board the plane. Any delays incurred up to that point are en route. Nothing in the statement en route to or from the trip defines being en route as solely in a car or other mode of transportation. Being in the security line is also en route to the plane. Lawsuits have been won over technical details in language such as these. It is better to just pay the claim. No one can anticipate or plan for long security lines. The guideline at most airports is to arrive two hours before departure for domestic flights and three hours before departure for international flights. That is enough time for 99% of flights. For some unknown reason the **************************** was bombarded on the particular date of this flight and made it impossible to make the flight. .

  Business Response

  Date: 09/25/2023

  Hello,

  This person purchased a **************************** policy, underwritten by ******************** (and with claims handled by ********************). TravelInsurance.com does not (and is not legally allowed to) adjudicate claims for ********************. If the insured feels that Nationwide unfairly denied their claim, they can file an appeal with Nationwide but we have no standing on our end to get involved with claims.

  It also sounds like this person was given a clear reason for denial by the insurer but would like the insurer to pay the claim even if it isn't a covered event under the policy. Again, this review and appeal should be directed to Nationwide, who is the only entity allowed to handle this person's claim.

   

  Best,

  TravelInsurance.com

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair 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.

  I purchased an insurance plan from ***************************** a ************** company (Plan Number *************). On our return on June 23rd, the last leg of our flight was cancelled and not rescheduled for two days. We could not accept that delay, because my husband's mother had passed away the day before, and we needed to return as quickly as possible. We requested and received assistance from Travel Insured's claims department, allowing us to return home more expeditiously, on June 24th. We had to pay for all our expenses out of pocket, including new airline tickets, with the total expenses exceeding $4,000. We submitted all necessary claim documents on June 28th (confirmed by Travel Insured via email on June 29th). It's been four months and nothing has been done on our claim. I have sent five emails and called multiple times to no avail.

  Business Response

  Date: 11/10/2022

  Dear ****,
  
  Please note that ***************************** a **** & ******* company, is a different company from *******************. Your complaint is with ***************************** not *******************. While ******************* offers **************************** products, ******************* is a comparison website that offers many products from a variety of travel insurance providers.

  Furthermore, I looked up your policy number that you provided in this complaint along with your name and email address, and we do not have you in our system at all. To rectify your situation, you will need to file your complaint with ****************************. While we sympathize with your situation, you will have to seek a remedy with ***************************** the company you purchased your policy from.

  We kindly request that you remove your complaint with ******************* and redirect it to the appropriate party.

  
  Sincerely,
  
   
  
  *******************

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My policy's claim form specifically identifies ********************* as the website and ************************ as the email for contacting the company for a claim. Therefore, Travel Insured is the first line of contact and is responsible for resolving claims. To say that my complaint should not be directed at them is irresponsible and incorrect. Please see screenshot attached.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 11/16/2022

  Dear ****,

  In our response we said you SHOULD direct your complaint and inquiries to ***************************** As you correctly point out, ********************* is the website and ************************ is the email for contacting **************************** for a claim.

  However, you have filed your complaint with ******************* which operates the comparison website at ***********************. We are NOT the same company as *****************************

  Your complaint is with Travel Insured, NOT *******************, which is our company.

  This is a case of mistaken identity. ******************* is the wrong company for your complaint. And that is why we respectfully ask that you please correct the mistake and remove your complaint with *******************.

  Sincerely,

   

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

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I understand that the complaint was filed against the wrong business, and I withdraw the complaint. I apologize for the confusion and thank you for your assistance.

  Please consider the matter resolved.

  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm 82 years old and traveled to ******* to see my sister. At my age, travel insurance is necessary. I got Covid 3 days after I arrived in ******* and called *** right away. They said I needed a physician's statement with proof of Covid 19 and that I had $100/day for expenses due to the trip being delayed because I was following the guidelines about travel. My return trip was cancelled and I had to purchase a new return trip ticket. After gathering all the documentation needed, I submitted my claim #************, Policy #********* on June 29, 2022. On my submission paperwork it says their objective is to inform you of our decision, generally within 10 -15 business days. I have called 3 times beginning 8/1, 8/19 and 9/4. I was assured each time an adjustor would call and they never did. On 9/29 I got an email saying they were going to cancel my claim if they didn't receive documentation that I already provided. I resubmitted the information and today, October 21, 2022, 4 months later, I received a letter stating they needed more time to determine my claim's eligibility. I'm 82 years old and on a very fixed income. I paid for insurance because I cannot afford a loss. Now this is causing financial hardship.

  Business Response

  Date: 10/22/2022

  Hello,

  As seems to be a common issue lately, this person seems to think that ******************* is another company, which we are not.

   

  ******************* has no record of selling any policy to a ******************************* nor any record of the corresponding policy number they noted in their complaint.

   

  It seems they purchased a policy from *** and not on *******************. Please provide proof of purchase on ******************* (mutually exclusive from ***) and we can look into it. Our conclusion is that they are complaining about the wrong company on our BBB page. 

   

  Best,

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