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:03/04/2024

  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.

  I purchased a concert ticket on 3-2-24 in the amount of $78.27 I filed a claim the same day Under Section VI General Definitions Pre existing Medical Conditions 3. Required to change and prescribe medicine new medication have been prescribed due to the worsening of an underlying condition that is being treated with medication.Section V exclusions and limitations pre-existing medical condition exclusion waiver a. Premium to this plan and enrollment form is received within time sensitive period b. You are medically able not disabled from travel at the time of premium is paid based on assessment of physician. I feel my refund does fall under these two sections.My claim number is *************** Purchase date of ticket 3-2-2024 Claim date 3-2-2025 Amount $78.27 App.Auth # ****** Ref# ******** Confirmation # ******** Thank you in Advance

  Business Response

  Date: 03/28/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms.
  
  After an additional review, we find that the original decision is correct.
  
  If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.

• Initial Complaint

  Date:03/04/2024

  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.

  -Date of shipment to customer: 2/18/2024 -Date item arrived to customer: 2/23/2024 -Tracking #: ************************** -Insured: Yes, $1200 coverage (Value of Items Purchased)-Cost of Postage: $22.46, Priority -Carrier: **** -Claim # XCover: *************** They cover the following per their terms and conditions. Below:Theft: If your item is stolen and your XCover Product Protection has theft coverage, we will replace it.Loss: If your item goes missing and your XCover Product Protection includes coverage for loss or misplaced items, we will replace it.Accidental damage: You would be covered for significant damage beyond wear and tear Product failure: You would be covered if the product ceases to work and the defect is not covered by the manufacturers warranty.I filed a claim with XCover as I have done so one time in my past for same items. My package was opened by the time my customer received, package was also water damaged and items that were inside were collectibles that were numbered to /499 and /25. Meaning that only that amount has and will only ever be made. They received dings, dents, corner damages, water damage etc. which falls under the damage category. I have pictures and documents showing what my customer paid. I filed a claim and provided a word document explaining the issues, provided documentation and more. Xcover denied my claim stating that it does not cover damage or was not to their standard of damage when I clearly showed them the damage to items that make those items valueless. I have tried contacting them via email, phone, and responding to emails and its been a week with no response to any. Im awaiting to hear back to reopen and resolve this claim appropriately by their Standards of their Terms and Conditions that I AM COVERED. My customer is patiently waiting for a refund so I can have my items back. Items have no value due to the damage done. I want them to make things right. I want the amount insured of $1200

  Business Response

  Date: 03/08/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

  Customer Answer

  Date: 03/08/2024

  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:

  [Your Answer Here]

   

  I have insured on high end items only to make sure they get to my customer the same way I sent. This response is false due to the fact that I have one prior claim made that was accepted for the same items that had far less damage as this package received and I received the full coverage back. So there is a issue here when Ive been accepted my coverage prior for the same items but now being denied for the same items and category but with damage that happened due to water damage, package opened by ******* Resulting in the items to be worthless now due to the items getting water logged and damaged fully. Make this right and follow your terms and conditions! 

   

   

   

   

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

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

  Business Response

  Date: 08/20/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. As previously indicated, your claim was denied due to the claimed damaged arising from  marring, chipping, denting or scratching. If there are any facts which were unknown to us upon making this coverage determination, and which may alter such determination, please provide this information or documentation in writing as soon as possible and your claim will be reevaluated. Thank you.
  
  

  Customer Answer

  Date: 08/20/2024

  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:

  Such photos were provided and statement was provided by ********* document when u submitted the original claim that the package was not only opened but it received water damage! I showed photos and uploaded it to the original claim showing the damage to the cards even provided photos of the smudged ink from the package sitting in water during transit. That is why I filed a claim. There was other damage but that was the main one and I explained that in a document that I uploaded and provided to xcover. I will ask you to look in the system to my original complaint and look at the document and statement as well as the photos I provided stating this. 
  

   

   

   

   

   

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

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

• Initial Complaint

  Date:03/01/2024

  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.

  I Here is my claim number. *************** for xcover.I purchased insurance for February 10, 2024 at **************. I was in a car accident on February 8 and provided copies of my accident report stated I was having some mental trauma from accident and was not up to driving in to city. They refused my claim.

  Business Response

  Date: 03/05/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. After an additional review, we find that the original decision is correct. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.

• Initial Complaint

  Date:02/16/2024

  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 had event insurance for the Tool concert on 2/14/24 and could not attend because I fell ill. I submitted a claim with an MD note excusing me for my absence but Xcover denied the claim. This claim falls under their coverage so it should not have been denied. I want the $451 dollars I am owed from this company.

  Business Response

  Date: 02/20/2024

  Hello,

  Our records reflect that your claim was approved and payment was issued. If you have not received your payment, please contact **********************************. 

  Customer Answer

  Date: 02/21/2024

  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.
  
  Sincerely,
  
  ******************************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/13/2024

  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 purchase concert tickets on 1/27/24 and also the covered insurance through their Third party (XCOVER) the same day a very close uncle died that night I notify xcover on 2/8/2024 regarding the situation that I would not be able to attend the concert due to I'm grieve the loss and need to be with my elderly mother at this time and I provided them with the Funeral announcement due to their guidelines it's accepted I also provided them with the obituary on 2/9/2024. They are stating they need a death corticate which is absurd due to things of such can be obtainable if the other person is not willing to provide it I should not have to lose money. The insurance was purchased for emergencies such as this. They have a underwriting that is not provided to the public and is using false statements in their guidelines to make the consumer think they will be taken care of but instead they are providing a ******.

  Business Response

  Date: 02/20/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

  Customer Answer

  Date: 02/23/2024

  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.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/08/2024

  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.

  Airline insurance claim still not reimbursed. Incessant requests for a letter from airline stating reason for cancellation is unattainable. Sent reissuance of ticket for next day flight and notice from airline that flight was cancelled and unable to reschedule to connecting flight. Airline issued ticket for next day.Trip interruption protection was purchased from xcover through ****** reservation.

  Business Response

  Date: 02/08/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

• Initial Complaint

  Date:02/06/2024

  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.

  To Whom It May **************** I need help to deal with a company that I was scammed by them.Attached is the Xcover insurance document. On October 16, 2023, I booked round-trip flights from ******* to ****** from ****** to ******, and back to *******. While I was in ******, ******* Airlines canceled all flights to ****** due to the war. I had to end my trip and go from ****** back to *******. I was forced to buy a new ticket back to *******. I tried so many times, to file a claim with Xcover, sent them numerous emails, and called them multiple times, but all in vain. I would like to be reimbursed for the total trip cost as stated in the insurance document.My attempts to contact Xcover to file a claim and resolve the issue were unsuccessful. I called the customer service number provided by *********** ****************) but was not able to talk to any human, and the automated service advised me to submit a claim online. When I filed a claim via email ************************************ again I was referred by Xcover to file a claim online. When I tried to file a claim online, I was referred to a HELP web page that provided no help, and my claim did not go through, again. I was cheated and robbed.I will file a claim with the BBB and government officials.This is how big companies such as Xcover (From *********) make money. When I complained to *********** about it, they washed their hand by saying You need to deal with Xcover about it.DO NOT WASTE YOUR MONEY on Xcover insurance offered by ************. Thank you *********************** ************

  Business Response

  Date: 02/07/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

• Initial Complaint

  Date:02/06/2024

  Type:Product 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 ordered and paid for my Xcover flight insurance 24.11.2023. on the date *****. I got very sick and went to Emergency and immediately wrote a claim for X cover because I knew I will not be able to fly. In the next days I went to Emergency again and I also have a proof from my practicioner that I was sick for almost 2 weeks. I sent all documents to Xcover but never got any confirmation back from them about receiving the documents. So I kept sending them again and again. I made a screen video of me sending the documents and the proof on their website claiming that all documents were uploaded successfully. However when loggign into my account the statuf of the claim was always pending and that my action is needed about sending documents. This never changerd even though I sent it to them many many times. I wrote to them several emails, SMS, many requests on their website throught help centre, never got any answer. Now my claim is closed as per I didnt send the documents on time. That is not true and I can prove it.

  Business Response

  Date: 02/07/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

  Customer Answer

  Date: 02/08/2024

  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:

   

  I had paid for insurance with medical coverage and I couldnt fly with ******* due to medical unexpected issues. In their conditions this was stated to be covered. I sent them all documents needed.

   

   

   

   

   

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

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

  Business Response

  Date: 04/02/2024

  Hello, your claim has been approved. We have emailed you a link to submit your information to receive payment. Should you have any additional questions, please reach out to us at ********************************************************************

  Customer Answer

  Date: 04/18/2024

  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.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:02/05/2024

  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.

  This company claims that you are protected for inclement weather and traffic accidents. However, they are making me prove that there was a 6 hour weather delay that caused us not to make the show even though we have proved that 16" of snow fell where we were located at the time. The first screen states that you can get reimbursed 100% if you can't attend an event for a number of reason such-covered illness, injury, inclement weather and traffic accidents. The Policy Wording states...You are "also" covered if inclement weather causes cancellation or 6+ hour delay of the common carrier that you were scheduled to take to travel the event. I sent them proof of residency up on ****** and a report regarding the snow. It doesn't say anything regarding road closures for inclement weather in their policy.

  Business Response

  Date: 02/07/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

• Initial Complaint

  Date:02/05/2024

  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.

  This matter regards two separate travel insurance policies purchased from XCover.com (Cover Genius LLC) in July and September 2023 via ******* for air travel in December 2023 from ****, ***** to *********, *******. I paid a total of 1606,18 Euro (inclusive of travel insurance) for 4 roundtrip flight tickets. Due to two separate medical emergencies our travel plans were cancelled. I submitted the cancellation and reimbursement requests before departure (on 17 and 18 December respectively), provided all supporting documentation multiple times via the XCOVER website. After 7 weeks, I am still waiting for one claim to be evaluated (*************** (3 persons covered)). I have received confirmation that claim *************** will be paid. As of today 5 Feb ****, payment is still "pending".The insurance policy numbers are as follows: Comprehensive Travel Protection Plus *************** (3 persons covered)Comprehensive Travel Protection Plus *************** (1 person covered)Claim *************** is still marked as outstanding due to the "action required" flag. The original claim was filed 7 weeks ago, and I have resubmitted the additional, requested documentation more than 3 times, most recently today, 5 February ****.Thank you in advance for your assistance with this matter.

  Business Response

  Date: 02/07/2024

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

  Customer Answer

  Date: 02/15/2024

  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:

  My claim was closed today, 15 February ****, despite having provided all documentation requested via the XCover website on 1, 5, 6, 7, 12 and 14th February. I also emailed the Xcover claims team on 8th and 14 February (XCover.com ********************************* with all documentation and received only a generic reply to my reimbursement claim. It clearly states in my policy the following: "XCover.coms Comprehensive Travel Insurance Plus is sold by our partner, Ryanair.
  It reimburses your flights if theres a cancellation caused by injury or illness (except Covid-19 and pre-existing medical issues) and protects you for various events such as medical emergencies, delayed departures and stolen baggage. The medical protection covers you if you become ill or get injured while travelling internationally, including with Covid-19. Your trip cancellation protection begins immediately. All other benefits start on Dec. 23, 2023."
  

  My husband suffered an injury and fractured his neck (C4 C5) which caused him bodily harm shortly before our departure and prevented any travel. He was given a prognosis of at least 30 days. This situation was accurately documented in all supporting material provided to XCover both via their online submission form and via email.  I will pursue this matter with legal representation as this claim has been wrongly closed. I will also seek damages for undue stress to dealing with this company.

   

   

   

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

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