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:08/23/2022

  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.

  On May 13 2022 I filed a claim online with *** for trip interruption-cancellation to Naples *****. I paid $4,453.36 dollars on my Chase Sapphire card for this trip. I paid **** Euros 10/10/21 and **** Euro 4/4/22 to Fuoritinerario-Discoveryour ***** (AD2M SRL *******) for hotels and excursions. I took out a Chase Sapphire card for the travel insurance protection they provide. The provider is *** I have provided proof of payment to Travel agency, the travel agencies cancel policy, the credit card statement, the dr certificate stating I was not able to travel due to an ER visit for severe vertigo on May 5th -departure date was May 13, 2022.Travel was not advised. *** has sent me emails saying the case is pending every time saying I had not submitted a document. I sent certified mail every document ever requested by *** to them on 7/22/22.

  

  Business Response

  Date: 09/01/2022

  Attached is our request for extension regarding the above-referenced complaint.

   

  Thank you for your consideration.

   

  April Piniella

  AIG

  Consumer Complaints Analyst

  Legal, Regulatory & Compliance

  

  Business Response

  Date: 09/14/2022

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:08/23/2022

  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.

  I insured my trip, however I had to cancel it because I tested positive for COVID19. Company refused to reimburse me because they stated that it was a preexisting condition. I was unable to file sooner because my father got very ill and has since had two open heart surgeries. I was am his caregiver. I was renting a timeshare and paid in cash. I am attaching a letter from a time share owner. Plane tickets were reimbursed by the airline company.My current mailing address is:*********************************** *************************************************************** Thank you so much for your assistance.

  

  Business Response

  Date: 09/01/2022

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:08/23/2022

  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.

  Claim # UC8111482548 We had a trip planned to fly from ATL to ****** on July 18th however my husband got sick with covid and tested positive at work on July 14 (Thursday). He had to leave work that day. We paid extra money to have travel insurance in the case of an event like this occurring. *** told us we needed to provide proof of a covid test and I uploaded a picture of his positive at home test. *** rejected the test and said we needed to show proof of a PCR test. I was now starting to feel sick as well because I caught covid from my husband. Additionally our 6 month old baby was beginning to be symptomatic as well. My husbands work was fine with the at home test, however my employer required a PCR test. So I was able to book an appointment and get tested July 21st. The test came back positive and we sent it to ***. They denied the claim saying that the positive result occurred after the start of the trip. My husband can provide proof from his work and he had a tele-health appointment from his doctor. The representative on the phone implied that we could have just faked the at home test..... Do they think that my husbands test was faked and then I purposely caught covid so I could test positive for it with a PCR within 7 days of his positive test. Do not bother paying extra for travel insurance. They will just try to shake you down even if you provide documentation to corroborate what you are claiming. This company has a very slow response time. Their phone representatives are essentially useless. You are better off booking with a credit card that offers trip protection.

  

  Business Response

  Date: 09/02/2022

  Dear ****************:

  This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information.

  Please allow a brief extension until September 12, 2022. Please be assured that we will respond to all issues raised in the complaint.

  We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned at ***************.

  Thank you in advance.

  Sincerely,

  Tahaiwa Quarless 

  

  Business Response

  Date: 09/12/2022

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:08/23/2022

  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.

  My wife and I scheduled a trip to ******, *********** in July, 2022. The air flight and hotel accommodation were booked through Expedia and were prepaid through that agency. My wife, *****, and I took out an insurance policy with Travel Guard Group, Inc. when we booked the trip. Several weeks before the trip was scheduled, ***** contracted pneumonia, and on the advise of her physician, we had to cancel the trip. Expedia informed us that we would receive a credit for the flight and that the flight could be re-scheduled at a later date. Expedia attempted to receive reimbursement of the $****** from the Hotel ******************* in ******, but the hotel refused to reimburse the moneys paid. Subsequently, I contacted Travel Guard Group, Inc. in an attempt to receive reimbursement for the $ ******. All appropriate paperwork requested by Travel Guard was submitted. Although I have contacted Travel Guard numerously, Travel Guard has refused to honor its obligation to reimburse us for the moneys paid to the hotel.

  

  Business Response

  Date: 09/01/2022

  **SEE ATTACHED DOCUMENT**

  Customer Answer

  Date: 09/06/2022

  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.
  
  

  My complaint against Travel Guard Group, Inc. has not been resolved, and I reject the business's response.

  
  

  Travel Guard is stating that it cannot process my claim for the hotel expense in Geneva because it does not have the original Expedia booking confirmation for the hotel.  Travel Guard is claiming that that the claimed amount of $857.40 does not match the Trip Cost of $913.74 that was insured under the Plan.

  
  

  I have repeatedly contacted Expedia about this matter and have received documentation that the hotel expense incurred on March 19, 2022 was indeed $857.40.  (Please see the attached)

  
  

  I do not understand Travel Guard's position in this matter.  After all, I am not claiming reimbursement for $913.74; rather, I wish to be reimbursed for the lesser amount of $857.40.  And, in view of this fact, I do not understand why Travel Guard is not honoring its obligation to reimburse us for this expense.

  
  

  Sincerely,

  
  

  ************************************, O.D.,  FAAO

  Customer Answer

  Date: 09/08/2022

  [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. 

  Please be advised that Travel Guard has agreed to reimburse me for the hotel expense incurred in Geneva.  I am absolutely convinced that the BBB's involvement in this dispute convinced Travel Guard to honor its obligation. 

  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  Date:08/22/2022

  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.

  We purchased travel insurance from Travel Guard for a trip scheduled end of June 2022. Unfortunately, we had to cancel our trip due to mental health issues for a family member. The terms clearly stated mental health does not qualify as a medical condition approved to receive refund. So I very clearly submitted the form and supporting documentation stating "Cancel for any reason" knowing we would only be eligible for 75% of what we paid. That was on June 16, 2022 - all docs were emailed. After not hearing anything back, i went to the Travel Guard website and checked on claim. It said my claim was "Under Review" and my adjustor was *********************************. However, next to each document it said "outstanding". So i took the time to upload all of the forms. This was on 7/11/2022. I sent an email asking them to confirm receipt on 7/13 - no response. I called on 7/22 and was told they received the docs on 7/11 and my claim is under review. I called again on 8/3 and was told due to high volume of claims, returns are taking longer than expected. I sent another email on 8/12, almost 2 months from initial submission asking for a status. On 8/16, i received a canned response from ************** stating due to high volume of claims, returns are taking longer than expected. My claim should be straightforward. We should not wait 2+ months for our refund when we are stating "cancel for any reason". No verification required. Poor response times, if any response at all. Can you help get our money refunded?

  

  Business Response

  Date: 09/01/2022

  **SEE ATTACHED DOCUMENT**

  Customer Answer

  Date: 09/01/2022

  [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:08/19/2022

  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.

  August 19, 2022 Re: A Formal Complaint on *** about the delay in eligibility of the maximum amount claimed while having travel insurance, receipts, and evidence that my trip was interrupted due to Covid 19. Respectfully, The complaint is based on the grounds of a delay in processing my claims eligibility. I have dire need expenses that is making it difficult for a single father raising an 11-year-old daughter. The inflation of gas, food, and not being reimburse timely has cause me not to be able to buy clothes for my daughter. My credit card is at its highest amount in three years, and I cannot get a reply from the company. What is holding up the claim is they need a statement from a doctor that I had covid-19. I did not know I needed to have a doctor write a statement until after I was in ***************** and had already filed the claim. I took pictures of me at home test that was date and timestamp. I also gave a written statement of the doctor that I saw in the ******************, and I can provide proof from my job with the ****************** that I changed my annual vacation leave to Covid sick leave. All this secondary evidence should be considered, and my claim should be process.In closing I am requesting *** Policy Number UC8111503388 with the Trip Interruption Claim Number UC8111503388 be processed for or all amounts claim, from July *****, 2022 which came up to ****** Date Purchased Insurance: July 11, 2022 Amount Paid: Policy Number: Trip Interruption Claim UC8111503388 Dates of Coverage July 11- July 13, 2022 Date of Covid 19 Diagnosis- July 11, 2022 Date Returned back home Tuesday July 12, 2022 Date Filed Claim: Saturday, July 16, 2022 Date Uploaded all my evidence and receipts: July 16, 17, 25, 31 Date Email August 4, 2022- Sent Secondary Evidence of Covid Infection Date Sent Dire Need email August 9, 2022 on the *** website asking for status of my claim.

  Customer Answer

  Date: 08/30/2022

  **SEE ATTACHED DOCUMENT**

  

  Business Response

  Date: 08/30/2022

  Good morning,

   

  On behalf of ************** Fire insurance Company of **********, **,  attached please find a request for an extension, until September 8, 2022, to respond to the subject complaint.

   

  We apologize for any inconvenience.   Should you have any questions, please do not hesitate to contact me.

   

  Thank you, in advance.  

   

  Sincerely,

   

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

  Analyst - Consumer Complaints 

   

  American International Group, Inc. (AIG)

  Customer Answer

  Date: 09/06/2022

  **SEE ATTACHED DOCUMENT**

  

  Business Response

  Date: 09/08/2022

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:08/18/2022

  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 made a flight reservation on a third party site ( Expedia) back in March for a trip in June to *****. I purchased travel insurance for the first time in 20 years to cover my flight and hotel. Prior my trip, I lost my job and had to take on a new job that landed during the trip time frame. I did not have any vacation time accrued and as such I could not take any time off. I called expedia, long/short they referred me to the travel insurance company. I filed a claim - Policy# *********** ( claim # uc8111158092) and waited over a month- no response. I finally called and was sent a link where it said I was denied. They did not give a reason, and it is IMPOSSIBLE to speak to a live agent. I was told to email them: *********************************** and have not received a response after 2 emails, it's been months. This insurance is advertised as a 100% return policy no matter what, and they gave no reason for the denial.I explained that the circumstances were out of my control- no response. Expedia explained they cannot ans for the Insurance company. This is a SCAM and misleading sales practices, as it is advertised as 100% refundable. I'm looking for a full refund of my flight approx $1300, as this was the first time EVER, that I had to file a claim. and this will be the last time i purchase travle insurance through expedia again. You cannot get a hold of anyone and no one wants to take responsibility for this deceptive sales practice. This is a lot of money missing from my family during challenging economic times.Thank you- *****

  

  Business Response

  Date: 08/25/2022

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:08/18/2022

  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.

  On 2/9 Expedia made reservations for me and *************************** for ****************** in ********************. We had flights for 7/9-7/16. After 2 attempts both of our flights were canceled. Ive contacted Expedia numerous times during the vacation week to cancel our hotel. Our travel insurance through *** will not cover the amount of $1767 because we dont fall in their guidelines. It was not our fault that we could not get there. They are aware that it is the fault of the airlines bc we received a refund for our tickets. Certainly there should be some allowances for plane cancellations. They are not considering this a legitimate reason for a refund from the resort. Please advise. Expedia itinerary **************. *** policy ********** claim UC8111612592

  

  Business Response

  Date: 08/26/2022

  Dear Examiner ******:

   

  Attached, please find a request for a brief extension, to respond to the above referenced complaint. 

   

  Thank you in advance for your consideration.  

   

  Please do not hesitate to contact me should you have any questions.

   

   

  Sincerely,

   

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

  Analyst - Consumer Complaints 

   

  American International Group, Inc. (AIG)

  

  Business Response

  Date: 09/02/2022

  Dear Examiner:

  This Department respectfully requests an additional brief extension to respond to the above-referenced complaint as we continue to gather additional necessary information.

  Please allow a brief extension until September 9, 2022. We apologize for any inconvenience.

  Should you have any further questions please do not hesitate to contact the undersigned.

  Thank you in advance.

  Sincerely,

  Bena Ochs 

  

  Business Response

  Date: 09/06/2022

  Attached, please find a request for a second, brief extension, to respond to the above referenced complaint. 

   

  I apologize for any inconvenience and thank you in advance.  

   

  Please do not hesitate to contact me should you have any questions.

   

  Sincerely,

   

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

  Analyst - Consumer Complaints 

   

  American International Group, Inc. (AIG)

  28 *************************************

  

  Business Response

  Date: 09/07/2022

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:08/17/2022

  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 purchased travel insurance through Expedia. When I needed to make a claim, it was a nightmare. The insurance is through AIG TravelGuard. I paid $187 for an *** Collision Damage Plan. I filed a claim on July 5 and submitted all documents. I received an email saying I would be notified with 10 days if documents were needed. On July 27, I was notified that a document was needed. I sent it a second time. On Aug 7, I called because the new document did not appear in the portal. I emailed and uploaded it before calling. They said they have only received the email version and that I would hear within 10 business days if more was needed. Today, I received another request for the exact same document. I emailed it again and called. They said they had the document and would notify me if they needed more within 10 days. They assure you in the original emails that processing usually takes 15 working days. I have now uploaded the document three times, emailed it twice, and called twice. They say to be patient as it should move forward now, but that is what they said last time and I need to file a dispute with my credit card soon if I want to get a refund (and accept the loss that could have been avoided if I used a different company). Expedia just refers me to *** and *** reads scripts and sends form letters. I would deeply appreciate any help before I give up and file a credit card dispute because they owe me far more than a refund and I think the whole point is to make me give up so they don't have to pay.

  

  Business Response

  Date: 08/23/2022

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:08/17/2022

  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.

  For my claim UC8111702504, it was approved and they claim they sent the check August 1, 2022, but I never got it and it is going on 3 weeks. They told me give it 5 days. The check was to be for $379.18. Please either expedite the check or assist me with a direct deposit. They really need to update their system.

  

  Business Response

  Date: 08/22/2022

  Please see the extension request attached regarding the above-referenced Regulatory matter attached for your review.

  Please contact me with any other questions or concerns you may have. Thank you.

   

  Kind Regards,

   

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

  AIG

  Consumer Complaints Regulatory Analyst

  

  Business Response

  Date: 08/25/2022

  **SEE ATTACHED DOCUMENT**

  Customer Answer

  Date: 08/25/2022

  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.
  
  They targeted me and found any reason not to pay. Please at least refund my premium I paid. Thank you! 
  
  Regards,
  
  *******************************