ComplaintsforAwayCare Inc.

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 1 year travel insurance policy from this company on their website, for the purpose of applying for a "Supervisa" on behalf of my mother. I paid a total of $1,035.90, the policy stated that I can make changes to the date so long as the policy has not been used. I submitted the supervisa application some time in March and the application was denied. I am now using an immigration lawyer to complete the application (******** ************ ************) and they have requested that I contact the insurance company to adjust the dates as the requirement is for 1 year's minimum coverage. I've reached out to Awaycare on multiple occasions and have been met with very condescending responses and an outright refusal to accommodate my request. The policy has not been used, I will attach proof that my application was refused by the Canadian Embassy. As well, I will provide contact information for the Immigration agency I'm currently using. If you require any further information please let me know and I will be happy to comply. I would like to have the date adjusted to January 2023 as the start date, the application process is tedious and I need time to gather all the documents requested by the lawyer and also time allotted for processing by Immigration Canada. At the very least, if they refuse to make adjustments I would like them to halt the policy and allow me to pay for additional time, I can't afford to throw out $1,035.90 to purchase a completely new one when it hasn't been used at all. I regret not reading the reviews on this company prior to doing business with them, I have since seen other's complaining about their lack of professionalism. I've been made aware that other insure companies do in fact make adjustments to the date so long as it has not been used. Please also note, I moved this years and my physical address is different from what is on the policy. Thanks kindly for your consideration. -Samantha

  Business response

  19/10/2022

  Thank you for the review,

  Please find the details of this case below.

  1. The Visitor to Canada policy was purchased on December 25th 2021 via our online system with an effective date of March 3, 2022

  2. The client did not request a date change until the first week of October 2022 (nearly 7 months after effective)

  3. The client requested to move the dates of the policy.  As the policy was already in effect for 7 months the front line staff member advised the client that as per the policy wording (Page 5) only selected reasons can be considered for modification ad or cancellation of a SuperVisa policy as it impacts the Government of Canada application.

  4. The file was escalated to a Manager on October 6th

  5. Managers conversation with the client within a few days proceeding the escalation:

  a) Manager learned that she was trying to change the dates because the SuperVisa application was denied. They were going to re-apply so they wanted to move the dates to the future.
  b) Manager let her know that a simple date change was not possible because it had been in effect for 7 months already, however we could cancel the policy (with denial letter, with admin fee) and she could buy another policy for her new SuperVisa application.  Also that if she purchases another policy that all date changes that impact the effective date must be done in advance to the policy becoming effective.
  c) She was very happy with the managers conversation with her as she had another option for her instead of “sorry, can’t do anything for you”. However we do not believe our initial agent had all the information in order to present the cancellation option (didn’t know they wanted to move the dates because the original application was denied).

  6. RESOLUTION:

  Following the call with the client the policy was cancelled and refunded (minus the fee discussed) on the same day we received the denial letter -- OCTOBER 11th 2022

   

  Any further questions please do not hesitate to reach out.
  

   

  Customer response

  19/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18178626, and find that this resolution is satisfactory to me.
  
  I will also add that I was explicit in my explanation to the rep that the visa was denied and she insisted there was no other option. I am however, satisfied with the manager’s help. 
  
  Sincerely,
  
  ******** ********

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