Complaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 4 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:12/09/2024
Type: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.
Purchased a Travel Insurance Policy from Berkshire Hathaway (#*********) on 10/26/24. I made a Trip interruption Claim on 11/19/24 with Claim # ********. I made two separate inquiries via e-mail on 11/25/24 and 12/2/24 to inquire about the status of my claim and have received no response from Berkshire Hathway. I have also attempted to contact them telephonically but there have been excessive wait times that have not allowed me to speak with a representative. I simply would just like to have my $200.00 reimbursement request processed as well as some sort of communication back from Berkshire Hathway.Thank you
Business Response
Date: 12/16/2024
Please see attached response.Customer Answer
Date: 12/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
***** *******Initial Complaint
Date:11/11/2024
Type: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 September 10, 2024, I purchased ExactCare travel protection from Berkshire Hathaway Travel Protection. I departed for my trip on September 11, 2024. On September 20, 2024, my immediate cousin (mother's sister's son) passed away unexpectedly. I was originally scheduled to fly home on September 24, 2024, but needed to move my flight and my husband's flight to get home earlier. We successfully booked new return flights home for September 23, 2024. I paid out of pocket to book the new flights and had to cancel a non-refundable tour. On October 3, 2024, I opened a claim and submitted all required documents for Berkshire Hathaway Travel Protection to review on October 7, 2024. On November 11, 2024 (6.5 weeks later), I received an email that my claim was rejected and I was not being refunded due to the fact that the death of my immediate family member was not covered. Wording was provided that non-blood relatives such as step-aunts, step-uncles, and even service animals are covered as "Family Members". However, blood-relative first cousins are not. I am appealing this decision.Business Response
Date: 11/19/2024
Please see attached.Customer Answer
Date: 11/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The travel insurance policy # ********* states that it will cover "Death of the Insured, Traveling Companion, Family Member, Business Partner, or Host At Destination ". My first cousin by blood, is in fact, a "Family Member". I have no control in which "Family Member" unexpectedly passes away. Per an official definition found in several PA law codes, "Immediate family means any relationship by blood, marriage or adoption, not more remote than first cousin".Berkshire Hathaway Travel Protection states that Family Member means the Insureds, or Traveling Companions which includes aunt, uncle - a first cousin is the child of one's uncle or aunt per the Oxford definition.
Berkshire Hathaway Travel Protection states that they will cover the death of a Service animals (as defined by the Americans with Disabilities Act), but not a first cousin.
Regards,
**** *******Business Response
Date: 11/25/2024
Please see attached.Customer Answer
Date: 11/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I acknowledge your response regarding the adjudication of my claim. However, I must respectfully express my disagreement with the decision based on the rigid definition of family member in the policy.While the policy excludes first cousins as family members, this definition fails to account for the unique and deeply personal nature of familial relationships. My first ******, ****, was more of a sibling to me than my actual blood-related sibling, and this relationship carried the same emotional significance and impact as any other defined "family member".
I believe the intent of insurance is to provide protection and support during significant and unforeseen events, especially those that disrupt travel plans due to critical personal circumstances. Given this perspective, I urge you to reconsider my claim, taking into account the spirit of the policy rather than its strict wording.
If a letter from my deceased cousin's mother is required or if photos to prove our strong relationship is necessary, I am happy to provide.
Thank you for your understanding and for re-evaluating this matter.
Regards,
**** *******Initial Complaint
Date:08/27/2024
Type: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 usually purchase travel insurance from another company and thankfully have never used it. This time my flight was cancelled and I had to use my insurance. I filed a claim on July24. I have NEVER received a call from any adjuster. I have called 5 times and EACH time the customer service is horrendous. I can tell these workers are at home, they have ZERO customer service skills and just plain nasty. Even being pleasant you can hear the tone as if I annoyed them. Each time I call they say im in que, the adjuster still working and every time its an additional 15 business day each call. This is more so in regards to the customer service skills but honestly I will just still to the more popular insurance who has amazing reviews. I just want my claim paid because I am tired of calling and being told the same thing in a different way.Business Response
Date: 09/11/2024
Please see attached.Customer Answer
Date: 09/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appearIM NOT SURE WHERE THE DISCONNECT IS, BUT ON SEPTEMBER 4TH 2024, AGAIN AFTER *****ING FOR STATUS, ********************************* *****ED AND SAID SHE WOULD NOT BE GIVING ANYMORE UPDATES AND SAID SHE NEED A REASON FOR CANCELLATION. I RESPONDED AGAIN AND SAID THE AIRLINE CANCELED IN THE MIDDLE OF THIS NIGHT BEFORE I WAS EVEN TO FLY OUT THEY DID NOT PROVIDE A REASON! AS MOST AIRLINES DO NOT GIVE A REASON. SHE NEVER MENTIONED ANYTHING ELSE WAS NEEDED AND I HAVE NOT HEARD BACK. I SENT HER WHAT WAS SENT TO ME WHICH WAS AN ***** FROM ***************** SAYING MY FLIGHT WAS CANCELED. I HAVE SENT *****S AND UPLOADED IN THE PORTAL NUMEROUS TIMES THE **** REQUESTED! I CANT MAKE AN AIRLINE TELL ME WHY A FLIGHT WAS CANCELED. I UPLOADED YET AGAIN WHAT WAS REQUESTED. THE ORIGINAL FLIGHT, THE CREDIT CARD STATEMENT AND THE ***** SHOWING MY FLIGHT WAS CANCELED AND THE NEW FLIGHT. WHAT ELSE DO YOU NEED
Regards,
*********************Business Response
Date: 09/19/2024
Please see attached.Customer Answer
Date: 09/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*********************Initial Complaint
Date:08/08/2024
Type: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 filed a claim with BHTP on 7/7/24 for Travel Interruption reimbursement in the amount of $186.82 for a Travel Insurance Policy I purchased. I provided additional requested information to BHTP on 7/26/24 that was requested and have not received any acknowledgement. I have attempted to contact/request contact from BHTP since that time regarding my Travel Insurance Claim but have not received any response on a status update. I simply would like my claim to be paid out please.Business Response
Date: 08/16/2024
Please see attached.Customer Answer
Date: 08/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*************************Initial Complaint
Date:05/20/2024
Type: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 booked a travel package for 3 to ********** on 5Mar2024. Bought travel protection from Berkshire Hathaway on 16Mar2024. My son got very sick on 4Apr (1 day before departure), so I had to cancel the trip. Filed a claim the same day with BH. ** requested a doctor's ****** and medical diagnosis. Although my son hung in the balance, we ended up not taking him to the ** eventually. I stated I could therefore not provide the doctor's form and diagnosis. I did submit a ****** to BH with extensive photos of hives all over my son's body and his face, and described the symptoms (vomiting, cough, diarrhea, runny nose), and stated he was in no condition to travel - he would not have been allowed to enter the airport, to board the airplane, or to enter the foreign country, even if we as parents had been irresponsible enough to try. ** denied the claim, stated they cannot accept photos as 'proof of loss'. From my email to BH:Based on my reading of your insurance policy, the physician form is not required for the claim to be approved. I am referring to the definition of an Unforeseen Covered Event: "Occurring to the Insured or a Traveling Companion that is so disabling as to cause a reasonable person to cancel or interrupt their Trip." I assure you that no reasonable parent would cancel a vacation for their child; I also assure you that no reasonable parent would take a child with hives, diarrhea, and vomiting through the airport security and to another country, expecting that anyone may pull us off the flight (or not allow us into the other country!) due to what looked like a contagious illness.Business Response
Date: 05/30/2024
Please see attached.Initial Complaint
Date:04/29/2024
Type: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.
For my claim ********, the rep told me everything was good to go and I should be approved quickly. It has been weeks and I have not heard a word. I am just making sure I did this correctly. Please approve my claim so I can re-book my travels. Thanks again for having this available.Business Response
Date: 05/09/2024
Please see attached.Customer Answer
Date: 05/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They need to approve the claim. All the documents were sent and I feel they are "investigating" it because I filed a complaint against them.
Regards,
*******************************Business Response
Date: 05/17/2024
Please see attached.Customer Answer
Date: 05/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel like they are stalling. Please put this claim on hold until they update me of the outcome. Everything I submitted was valid.
Regards,
*******************************Customer Answer
Date: 06/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They ruled against me but with minimal evidence. I showed them everything they needed and they told me they will go back and review and approve it but have yet to.
Regards,
*******************************Business Response
Date: 06/17/2024
Please see attached.Customer Answer
Date: 06/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]I will pursue legal action.
Regards,
*******************************Initial Complaint
Date:02/24/2023
Type: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 travel protection from Berkshire hathaway TP for our trip to *****. It states they will reimburse you for travel expenses etc. Unfortunately i got back from my trip end of las year and had to file a claim for delayed baggage with air france. Had all documentation from airlines as well as the taxi receipt and letter from hotel confirming . It took BHP travel weeks to respond and a few weeks ago they responded asking for receipts and ***** or less no receipts required. Provided receipts and they came back and said they cover clothing/hygiene and nothing else and denied claim. Issue i have is they send conflicting emails and have very bad response. I would have expected them to reimburse me some of these expenses but they make excuses so they don't have to pay claims.Business Response
Date: 03/06/2023
Please see Berkshire Hathaway Specialty Insurance Company's response attached.Customer Answer
Date: 03/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't agree with it.
Regards,
*****************Initial Complaint
Date:12/10/2022
Type: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.
We filed a claim #******** and submitted all required documents on November 18, 2022. Today is December 12, 2022. Since then we got no update on our case. The company never contacted us to request any information or provide a status. Even when I called today the representative couldn't find any status so I just waisted my time on the phone with the representative. I believe the company had more than enough time to process the submitted documents and the claim.Business Response
Date: 12/19/2022
Attached please find Berkshire Hathaway Specialty Insurance Company's response to the above complaint.Customer Answer
Date: 12/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke with the examiner over the phone and she just hung up on me. Please listen the recorded conversation over the phone on that day. I NEVER asked to close the claim. The response is a lie. Please provide proof that I ever asked to close the claim during our phone conversation. I openly stated that my mom is resident of ******* when I bought the policy. The company sold ** the policy promising to protect our trip. We wouldn't buy a policy if the policy doesn't cover my mom. The company shouldn't take our money in this case. It's a scam. I would definitely contact ** *********************** and Federal Insurance Office.
Regards,
**** ******Business Response
Date: 01/03/2023
Attached please find Berkshire Hathaway Specialty Insurance Company's response.Initial Complaint
Date:10/12/2022
Type: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 10 January 2022, The amount **** for loss or delay, What business provided insurance coverage to include coronavirus from *** to turks and caicos, What the nature of the dispute is to claim all of the following (x2) Trip Interruption: 150% ,Travel Delay: $1,000 per person, $200 daily limit, Covered after 5 hour delay Baggage Delay: $200 per person, Covered after 24 hour delay ****************** Items Loss: $1,000 per person, $500 first item limit, $250 subsequent items limit, $500 specific items limit Missed Connection: $500 per person, Covered after 3 hour delay. We were stuck stateside due to the office of tourism not responding to our emails and confirming that we had authorization to travel from the airport of departure ***. Our flight was delayed for 36 hours and we missed an entire day of our reservation a the resort which was over 800 per day, along with our flights, and the connection that was made. Resolution we called and emailed to file a claim, its now 10 months later and still no follow up was sent by email, letter, or telephone call in regards to submitting the claim. We went into the profile login portal and it says no purchase was made for travel insurance when it was, and that theres no claim on file at all. This has been in limbo since January 15. Account number *********. Some compensation for loss of 36 hours of travel for this trip would be appreciated. We had to use mileage points to book a new flight and ofcourse they kept going up by the hour and we werent able to recoup them and also had to pay additional fees for taxes. The confirmation of the statement is attached along with the showing of the original accommodations booked, plus the additional day that had to be bought beyond the **** limit was an additional day. Also a stay overnight at *** hotel location to board the flight wasnt given any compensation from American airlines so that was also paid out of pocket. In addition this entire trip delay over 24 hoursBusiness Response
Date: 10/21/2022
Attached please find Berkshire Hathaway Specialty Insurance Company's response to the above complaint.
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