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:05/06/2025

  Type:Order 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 canceled the policy in a timely manner on a record line and was my balance was zero also received a refund now I am being charged and sent collections and the company is crazy. I had two policy that was a zero balance and this is not okay. I was customer service *** I was good no balance. I was almost killed this company is trash and don't help the consumer and lie and everything should be recorded

  

  Business Response

  Date: 05/12/2025

  Good afternoon, 

  We handle short term travel insurance, I need more information from Ms. *********** a travel policy number would be helpful, a travel agent who handled her insurance, at this time I have not been able to locate anything saying Ms ************ name. She may email me directly at ****************************** with whatever documents she has and I will be happy to review. 

  Can she please provide the requested information so I can further review her case? I have not sent anyone to collections for any travel insurance premium.

  Best regards, 

  *** * Grove

   

• Initial Complaint

  Date:01/10/2024

  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 contacted *********************** in November and met her personally. She put all our information regarding new prescription insurance for yearly ********* She told me that my spouse and I should take ******** that both of us would only pay 6.00 per year. My husband got his card within a few weeks and I was waiting on mine. I called the office and ********* I spoke to told me that ******* was fired and a rep from ******** was coming to their office. she would let me know what could be done and on top of that proceeded to tell me that at least I still have ****** Script . (which costs me 2000.00 Year vs $6.00 a year for ********) Now I have left several messages and get no reply. What can be done?

  

  Business Response

  Date: 01/24/2024

  This email will confirm receipt of email notice....I will review details and provide a written response.

  I do believe the client has provided incorrect names of whom she spoke to and met with, which does concern me. 

  She is indicating she contacted *********************** in November, ******* is an agent for ******* ******** Agency and is still employed here. She is the Manager of the ******** Team, she is ******'s supervisor. 

  ********* *********** an Administrative Assistant in our office was meeting with clients and not correcting them when they believed they were meeting or speaking with *******, or other agents in the agency.

  ******** ************ has subsequently been fired. 

  We are sorting thru details of any clients that contact us and advise they were to be enrolled in a plan and were not, we are attempting to enroll them in different plans thru a "Disaster Plan", this is not an option for all, we have to review each participant. I will speak with ******* today and get all the details on ******************* and provide a written response to you, one that can be shared with consumer as well. We are currently working with our corporate attorney as well regarding acts by ********* ***********. I will provide a written response after speaking with the attorney. 

  

  Business Response

  Date: 01/26/2024

  Good afternoon,

  I did confirm ************ met with *******, on  10/27/23. She did the enrollment on ***********. It says, "Partial Enrollment Not Submitted," which means it never connected and sent over to ********. She was not enrolled, but her husband was.

  It was a 3 party website, and unfortunately didn't register *****'s enrollment. She may have called and been upset, but we did not indicate that we could do anything for her because after the enrollment period we can't.

   ****** who may have spoken to her after December 7th, it was amid the time we were finding problems created by an employee wha was terminated,  ****** may have believed due to the nature of *****'s call that it was the same issue we had experienced with another client that met with ******* and did not enroll her, that's why she said she was fired, but not meaning *******. A little explanation here, ******* portrayed herself as other agents within the office, so until the enrollment details were looked up, I couldn't confirm if ***** was part of that problem 
  

  ******* has submitted an application with ******** to see if it will be processed, this is being done under a special enrollment. It will take up to a week to know if this will be approved. If approved, it will take affect February 1st. Unfortunately, there is no way for us to know if it's accepted until after the review process.

  ******************* does have insurance, and we do acknowledge the attempt to enroll her in a different plan that would have saved her money did not get processed, but due to insurance regulations we can not issue any type of monetary resolution to anyone if this enrollment is not successful. We are remorseful that Mr & Mrs ************ came to us to assist them and we were only successful at this time in assisting ************ 

  Regards,

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

  Customer Answer

  Date: 01/27/2024

  Unfortunately even though I am not pleased with the results we have never been displeased with ******* ever before and mistakes do happen with computers.  What fired me up was the way ****** said the employee was fired which was not anyone's business except at the Agency.  That should never have been told to anyone outside of their Agency. I will wait until Feb. 1st to see if I am accepted into Wellcare.  I am the one who really needed it, before my husband ,as he doesnt take many  drugs.  Thank you for your help in rectifiying this problem.  
  
  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. 
  
  Regards,
  
  *******************
  

  

  Business Response

  Date: 01/30/2024

  Good afternoon, 

  We have received confirmation from ******** that ***** **** has been approved to be enrolled in the plan she requested. 

  The effective date of her plan is 2/1/24, she will receive her id cards directly and will need to allow 7-10 days for the arrival of these cards.

  Regards,

  *** * *****

• Initial Complaint

  Date:01/26/2023

  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.

  I was on a ******** ****** in May of 2022 when on disembarkement I fell and shattered my ankle in *****, **. (we live in ****). We were carrying travelers insurance (***) when this happened and were assured when the policy took place that everything would be ok. It is now almost Feb 2023 and *** will still not accept responsiblity for the documents I have provided, the bills that are piling up or help in any way to finanically expect responsibility. Looking at their profile on ********* I wish we had studied them more, there thousands of people like me who are suffering. This company should be ashamed of themselves as well as the cruise lines for allowing a company to represent them. I have called every single week, have provided documentation that they claim I have not provided (even when I have proven I have), given them more information then they need to make it helpful and yet I am here waiting. I was out of work for 3 months, needed surgery, physical therapy and countless doctors appointments and medications. Its pretty obvious this company only cares about themselves. *** is a joke and should be held responsible for every action and reaction as they have put so many of us in.

  

  Business Response

  Date: 02/01/2023

  To whom it may concern, 

  We don't administer or handle any policies thru ***!! I do not believe this is a valid complaint for our agency. Our travel insurance policies are underwritten by **** and ******* and **********. 

  If she can provide a TravelSafe Certificate number or GolfSafe certificate number I will be happy to confirm she has a policy underwritten by one of our carriers, *** is not. 

  Regards

  ********* Grove

   

• Initial Complaint

  Date:11/22/2022

  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.

  On Nov 22, I called eight times to speak to a Supv about my Claim #****** (this is trip cancelation insurance) in regard to some claim forms that need to be completed. I spoke to Mary (who didn’t know what I was talking about), then I called again and spoke to Ken who put me on hold forever, then Gigi who gave me the wrong information and when I called her again she admitted that she did. Then I noticed there was another discrepancy on another form so I called again and spoke to Tavares who refused to help. When I told him what the issue was, he couldn’t answer the question. I repeatedly explained the issue but he refused to resolve it. I told him NUMEROUS times that I wanted to speak to a Supv but he refused to do so. These claims forms need to be submitted to my doctor ASAP, so I can be reimbursed for my trip. I have spent $2.00 to print these forms as I don’t have a computer) I believe they are negligent and unprofessional behavior. I want to bring this to the attention of upper management. I would appreciate a prompt response. Thank you.

  

  Business Response

  Date: 11/29/2022

  Good morning, I spoke with **** yesterday at great length. Her complaint is with our Claims Administrator who I will reach out and speak to for more details about the calls that transpired there. 

  However I wanted to let you know I explained to **** in great detail yesterday about completing the forms and what she needed to do. I believe she was more frustrated by not being given the opportunity to speak to a supervisor and wanting a definitive response about her claim submission. I explained what is recommended she do, and again expressed to her noone can confirm if her claim will be paid or denied without her submitting all the necessary paperwork. **** phoned our office on Wednesday, November 23rd unfortunately I was unavailable to take her call, and our office was closed on Friday, Nov 25th. After speaking with her yesterday, I believe she is more comfortable completing the forms. 

  Regards,

  Deb ** G****

  Exec Vice President

  TravelSafe Insurance 

  

  Business Response

  Date: 12/30/2022

  December 20, 2022 
  

  To Whom It May Concern 
  

  Thank you for your inquiry of November 22, 2022, regarding the above insured. We would like to apologize for the delay in responding to this query. After review of this inquiry, CBP has telephoned the consumer to assist her with her claim submission. Below you will find a synopsis of this matter. 

  The member purchased the Travel Safe Classic Plan on April 14, 2022, in connection with a December 2 - 10, 2022, trip. The member indicated that she telephoned Co-Ordinated Benefit Plans ("CBP") several times on November 22, 2022, with questions regarding completion of the claim form, and stated that her issue was not resolved during any of the calls. 

  CBP has indicated that they have reviewed the telephone calls in question: the member had two questions 1) why the claim form was part of the claim form and not a separate document and 2) whether a section of the claim form titled "If cancelled due to medical reasons" needed to be completed by a doctor or if she completed that section. 

  We would like to apologize for any frustrations CBP staff may have indirectly caused; a member of management at Co-Ordinated Benefit Plans telephoned the member in order to discuss her questions as well as to go over what is needed to process her claim. CBP would also like to note: 
  1) The Physician's Statement is included within the claim form and the section titled 
  "Physician's Statement" needs to be completed by the treating doctor. A separate Physician's Statement is available on cbpconnect.com; however, the member declined to obtain the separate Physician's Statement as she did not have access to a printer. 2) The section titled "If cancelled due to medical reasons" is completed by the claimant and 
  the second titled "Physician's Statement" is completed by the treating doctor.

  We hope this is beneficial to the client's concerns, and we look forward to receiving the information requested to process the claim. If there are any additional questions regarding this matter, please let us know. 

  Sincerely 
  

  Deb * G**** 
  Executive Vice President 

• Initial Complaint

  Date:09/29/2022

  Type:Order 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.

  Due to flight cancellations I was not able to reach my dive vacation destination in April, 2022. I filed a travel claim (******) for $4,200 on April 16, 2022, with all supporting information. 5/12/22, I requested an update on my claim status and received a reply that if additional information was needed I would be contacted. 6/16, received email that I needed to provide additional confirmation that I did not receive any refund from the dive resort. Sent requested confirmation on 6/27. 8/10/22, called their claims office and was told the additional document had been received and they had everything needed to complete the resolution of the claim, and would receive a response within 2 - 3 weeks. Called 8/27, and was told that my claim was being expedited to the top of the reviewers stack, and it would be completed within 2 - 3 weeks. 9/19, called back, and was told that the claim had been reviewed, approved, but was beyond the reviewers authorization and needed to go to a supervisor. Agent attempted to resolve during the call, but was unable to and I was told the claim should be resolved that day or by the following day. Called back 9/26 and agent said that the claim had been expedited the previous week, and it would be 2 - 3 weeks. My claim was over half a year old, and I was being told things I had been told before and asked to speak to a supervisor. None were available, but told I would get a call back within 48 hours. Now 9/29, no call back received. I am filing this complaint to get my payment, and let others know my experience. All agents dealt with were courteous, but the fact is it's over half a year later and after multiple interactions I'm still having to fight to get them to honor their policy. All information presented is verifiable through Travelsafe claim log, and all calls are recorded by Travelsafe. Travelsafe information line states claims are typically resolved within 30 - 60 days. There was nothing unusual about my claim.

  Customer Answer

  Date: 11/04/2022

  After posting a complaint on ****** Reviews, I received contact from *****************, EVP, TravelSafe.  She acknowledged that the approximate six month delay in processing my claim was not appropriate and would follow up on it.  The following week I received a reimbursement check, however the air fare travel that was prepaid and nonrefundable was not reimbursed.  TravelSafe stated this was because the travel was interrupted after starting.  I appealed the claim, outlining that I operated in good faith to try and complete the travel, as TravelSafe asks of its customers, however ******* gave faulty information about the ability to make a connection.  I believe I should not be penalized for operating in good faith based on the information ******* provided, and the trip should be viewed as not having begun, and all trip related expenses covered, including the prepaid, nonrefundable air fares, which would be the case with the classification being changed from trip interuption to trip cancellation.  

  What is also disconcerting is that TarvelSafe claims also did not include in the reimbursement check sent the cost of travel to return to my start location, which is expressly stated as covered in the case of trip interruption.  I maintain that the claim should be treated as trip cancellation for the stated reasons, but in no situation can they deny both the prepaid, uncompleted airfare travel and the return flight to my start location.  

  

  Business Response

  Date: 11/16/2022

  November 16, 2022

  Dear *** *****: 

  Thank you for your inquiry of November 11, 2022, regarding the above insured. After review of this inquiry with ************ ******* *****, ("***") it has been confirmed that *** *****'s claim was processed correctly under the terms of the policy. 

  According to ***, the claims administrator, the member attempted to reach his trip destination, but due to repeated flight delays and cancellations, he was not able to arrive to the Cayman Islands as scheduled. On September 30, 2022, the claim was approved for Trip Interruption benefits for the amount of the prepaid, unused land arrangements as *** ***** began travel for his trip. As the original airfare prepaid for the trip and covid tests the member incurred are not covered under the Trip Interruption provisions of the policy, this portion of the claim was found to be not covered. 

  While it is ***'s position that the claim was adjudicated correctly under the policy terms, *** has reached out to the member directly in order to resolve this matter. We ask that the member review his email from *** that was sent on November 16, 2022, and communicate with *** directly for any further questions. 

  We hope this is responsive to the customer's concerns. If there are any additional questions regarding this matter, please let us know. 
  

  Sincerely, 
  Deb * G**** 
  Executive Vice President 
  Travel Safe Insurance