ComplaintsforTrawick International, Inc.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased travel insurance online through Trawick for our trip to ********** in April. At the time of purchase there was an option you could add to the policy for cancel for any reason. I selected that option and thought I was covered. A few minutes after paying I received an email with my policy certificate and a summary of benefits. You have several days to review to make sure you're satisfied. I looked it over and saw that it did say optional cancel for any reason payable at 50%. I never thought anything about it again. That's until my son came down with Covid several days before the trip. He took an at home test and it was positive. He didn't go to the doctor so the insurance policy wouldn't cover it for the 100%, but I had remembered that I had cancel for any reason. After filing a claim I was told I didn't have that option after all. Even though it clearly stated it in my summary of benefits. They told me that the Summary of Benefits was just a general list of coverages for everyone. Why would I need that? I need to know what my coverage is. So now it's my word against there's as to whether or not I purchased the option. I have no way of proving it either way. My question to Trawick is where in my certificate do you show me what my actual coverage is? I have asked them to send this to me and all they send me is a copy of summary of benefits that again doesn't tell me my policy limits. All of my other insurance policies I have ever purchased for anything tells you what your limits are. Not what everyone else's are. This is how Trawick gets out of paying claims.

  

  Business response

  06/12/2024

  June 12, 2024
  
  Better Business Bureau Serving Central & *************
  Dispute Resolutions
  PO Box 55268
  **********,*******; 35255
  
  
  
  Re:         BBB Complaint ID#********
  Consumer: *****************
  Policy Number: 983284414-2295412
  Claim: 197932
  
  To Whom It May ********
  
  Thank you for the opportunity to respond to this matter;please accept our sincere apologies for the delay.  The Insured expressed concerns with the outcome of her claim file.
  
  The Insured purchased a Safe Travels Journey Plan on the TravelInsurance.com website for a March 30 April 7, 2024, trip.  In reviewing the claim file, it was reported that one of the travelers tested positive for covid. In order to document the Plan terms were met regarding a Sickness, documentation is needed to support the sick party received physical examination and medical treatment at the time of cancellation for which the treating doctor imposed medical restrictions.  In this case, it was reported that they were verbally told by an urgent care facility that he did not need to be seen since he tested positive.  Unfortunately, the Plan terms are clear that a Sickness needs to be documented by a Physician, and therefore, the claim was declined.
  
  In reviewing this matter, we noted that the Insured stated she purchased an optional Trip Cancellation For Any Reason upgrade.  While the Insured did elect an optional Accidental Death benefit, the insured did not elect the Optional Cancellation For Any Reason upgrade. If the Insured reviews the Purchase Confirmation/receipt, under Coverage Purchased, it lists the coverage for which the insured purchased.  It shows that the Insured elected a Trip Cost of $13,000 and purchased the Optional Accidental Death & Dismemberment coverage.  As she did not purchase the Optional Trip Cancellation For Any Reason coverage, we cannot review her claim under this benefit.
  
  We hope this is responsive to the members concerns.  If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  ******************************* | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, a subsidiary of One80 Intermediaries
  
  
  cc:           *************************** Company
  
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sent a deposit for 10-Day Holy Land Pilgrimage, May *****, 2024 to ************************* (********************) with trip code 3029. The deposit was received May 20, 2023. ******************** recommended purchase of ************** from Trawick International. The "premium" of $804 was purchased via credit card 5/25/23. Identifications of this trip:Plan Purchase Notification *********. ******************* Plan 052391032.Certificate/Plan *******. Because of the war in ******, ***************************** of Nativity Travel emailed a letter of trip cancellation on 12/1/23. Within that letter."If you do NOT plan to travel on one of the upcoming pilgrimages: If neither pilgrimage is in your future travel plans, please email ***** informing her of your trip cancellation. ******************* will offer a full refund of the money you have paid toward your Holy Land trip (including your deposit). Since ******************* is offering a full refund, you will be given a "special document" to submit to insurance to get reimbursed for your insurance policy payment. On 12/8/23, my desire for refund of deposited from ******************** and refund of premium from Trawick was emailed to *****************************. A ******************* Claim Form and Claimant Statement " special document" was forward to ************************ ************** ************ requesting the $804 premium refund because the trip was cancelled. On2/21/24 Response from the claim form was "your claim does not qualify for reimbursement because the amount claimed, pertains to the premium paid for the travel protection plan. As the claims administrator, we do not collect any premiums paid; Therefore, we are unable to review for benefits at this time." Either ********************, Trawick or CBPInsure is running me in circles. Trawick was paid $804 by my credit card on 5/25/23.

  

  Business response

  03/21/2024

  March 21, 2024
  
  
  Better Business Bureau Serving Central & South *******
  Dispute Resolutions
  PO Box 55268
  **********,**  35255
  
  
  
  Re:         BBB Complaint ID#: ********
  Consumer: ***************************
  Policy Number: 983057175-1973604
  
  To Whom It May ********
  
  Thank you for the opportunity to respond to this matter.  The Insured expressed concerns that he was told he would receive a Plan payment refund, but instead, his request was declined.
  
  In reviewing this matter, we noted that the Insured purchased a policy on May 24, 2023, for dates of travel May 15 - 24, 2024.  On December 13, 2023, the Insured contacted our office, stating his trip was cancelled by *******************, and he requested reimbursement of the Plan payment.  The travel protection plan he purchased provides a refund of the Plan payment during the 10-day free look period; however, after the review period has passed, no refund can be granted.  For this reason,CBP did not refer the refund request to Trawick International. 
  
  However, and in review of this matter, we show that Trawick International allowed a Plan payment refund as an exception on February 22,2024.
  
  We hope that this is responsive to the Insureds concerns.Please let us know should you have any further questions.
  
  Sincerely,
  
  ******************************* | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, a subsidiary of One80 Intermediaries
  
  
  
  cc:           ***********************************
                  Trawick International
  
  
  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I purchased travel insurance (Cancel for Any Reason) for our honeymoon in January 2024 and I ended up needing surgery two weeks prior. Submitted a claim documenting the surgery and was denied saying the cancellation fell outside of the specified date range and due to a pre existing condition (anemia, which I was treated for by my PCP). Then submitted additional documentation showing I had seen the specialist OBGYN Dr within the specified date range and he had done an ultrasound of the fibroid, and recommended me NOT to travel due to operating on the fibroid. We are now awaiting further response from CBP/Trawick; will gladly delete this concern once our claim is successfully processed. In response to the final question on this form, my husband is a USN Veteran and held highest rank of E5 Thank you!

  

  Business response

  02/26/2024

  February 26, 2024
  
  Better Business Bureau Serving Central & South *******
  Dispute Resolutions
  PO Box 55268
  **********,**  35255
  
  
  
  Re:         BBB Review ID#: ********
                  BBB Complaint ID#********
  Consumer: *************************
  Policy Number: 983249244-2222903
  Claim No.: 190991
  
  To Whom It May ********
  
  Thank you for the opportunity to respond to this matter.  The Insured expressed concerns with the handling of the claim.  We noted in the review of this matter that 1) the Insured did not purchase a Cancel For Any Reason policy and 2) the Insureds loss was caused by or resulting from a Plan exclusion.  We have reached out to the Insured directly regarding the claim denial.
  
  Sincerely,
  
  
  ******************************* | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, LLC
  
  
  
  cc:           ***********************************
  
  
  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Failure to pay valid insurance claim. We had booked trip to ****** on our own and had prepaid for a number of tours and tickets to tourist attractions and events. We also purchased travel insurance through Trawick. Unfortunately, we were unable to travel because I became ill with *****. We have provided the travel insurance company, Trawick (which provides travel insurance through Nationwide), with all requested documentation. We provided a doctor's note attesting to my illness and that I was unable to travel. We further provided proof of the payments we made, including dates and charges, credit card statements proving that these charges had been paid by us, and receipts indicating subsequent refunds and the non-refundable portions. We included a letter from ****************, the supplier of most of our tours, attractions, and events, indicating that the tickets we had purchased from them were non-refundable. Each time we send Trawick/Nationwide the requested information, they asked us to provide it again, and appear not to have read the file. It has been 4 months and we have not received payment for our claim, despite phone calls, emails, and faxes. My policy number is NW0136-03. My certificate number is *******. Effective date was 8/13/2023.

  

  Business response

  01/17/2024

  January 16, 2024
  
  Better Business Bureau Serving Central & South *******
  Dispute Resolution
  
  
  
  Re:         BBB Complaint ID#: ********
  Consumer: *****************************
  Policy Number: 983098254-2009333
  
  To Whom It May ********************* you for your inquiry of December 18, 2023, regarding the above insured; please accept our sincere apologies for the delay.  Below you will find a synopsis of this matter.
  
   In reviewing this matter, Trip Cancellation benefits totaling $540.04 were approved on December 15, 2023, for the claimed AirBnb reservation, however, CBP was not able to process the **************** & Kongress Travel Arrangements as proof of cancellation was not received, despite several requests. 
  
   During the review of this matter, we noted the member received an email from **************** & Kongress stating that the reservations could not be cancelled as all sales are final and non-refundable. While the email did not reflect that the **************** & Kongress Travel Arrangements were unused or the date that **************** & Kongress was notified that the member would not be traveling, in order to resolve the matter, additional Trip Cancellation benefits of $311.33 were approved on January 2, 2024.
  
  
  We hope this is responsive to the customers concerns.  If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  *******************************
  Co-Ordinated Benefit Plans, LLC
  
  cc:           ***********************************
                  Trawick International, Inc.
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased travel insurance from Trawick International.Policy number ******* for travel to ***** this year from 10/6/2023 thru 10/15.2023. On 9/2/2023 is when the policy was purchased. This policy included coverage for trip interruption. On 10/6/2023 our trip was interrupted for one extra day. My policy included being reimbursed for hotel and transportation fees paid in advance. We lost our hotel fees and transportation fee for the day we were to be in ***** due to the cancellation of our flight that was to be leave on 10/6 2023. I filed a claim with the company according to their procedural format when we returned home. they acknowledged getting the claim , and assigned claim number ****** to my case. They also requested additional documents which was sent to include receipts and everything. I called several times to check on claim, I got a denial letter on 12/12/2023 stating claim denied, after 3 months and telephone calls to check the status of my claim, I was told that because the AIRLINE did not respond to a request they submitted, they had everything requested from me, they said that my policy did not cover my trip interruption or other cost, I DISPUTE that comment. I placed a call to the insurance company and my certificate # ******* , stated the policy I purchased covered everything I was claiming and and should have covered my claims. I have submitted a review of the denial in order to get what is due to me according to the policy I purchased. I am asking for my ****** that I am out of pocket for due to the fact our trip was delayed by a whole day . $100.00 for hotel and $80.00 for transportation from airport to hotel. The telephone # I have been in contact with are ************* and *************. The company should pay for what is due to consumers . THIS COMPANY IS ALSO UNDER NATIONWIDE MUTUAL INS ***

  

  Business response

  12/29/2023

  December 29, 2023
  
  Better Business Bureau Serving Central & South *******
  Dispute Resolution
  
  
  
  Re:         BBB Complaint ID#: ********-
  Consumer: *****************************
  Policy Number: 9827122924-1672475
  
  To Whom It May ********************* you for your inquiry of December 13, 2023, regarding the above insured.  Please note that this matter does not fall under the scope of the Trawick International Plan the insured purchased as this claim applies to their October 6 16, 2023, trip, and the Trawick Policy referenced above was purchased for an October 9 16, 2022 trip. 
  
  As this matter does not fall under Trawick Internationals Plan, we have contacted the insured directly via email.
  
  If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  *******************************
  Co-Ordinated Benefit Plans, LLC
  
  cc:           ***********************************
                  Trawick International, Inc.
  
  

  Customer response

  12/30/2023

   
  Complaint: 21002944
  
  My order for this trip is Nwla9423232R that was purchased on 9/1/2023 For our trip in 10/2023.unsure what they are referring to for 2022. Policy#Nwe23030250243c this is the policy I purchased in 2023.  This is truly another example of companies getting paid and not making customers whole when they truly have a valid claim. I paid ****** for this policy and was asking ****** for trip interruption of a full day  lost , and hotel ,and transportation.  I will also be sending a letter to the national insurance commissioners along will all documentation provided for my claim.  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tripinsure101 :policy number ***************** **** * ******* :destination costa rica. I bought insurance policy dec 2022 for travel to costa rica feb 9, 2023 until feb 16, 2023. My travel companion who i insured along with me had a major heart attack while out fishing on feb 10, 2023. An ambulance met us at the dock and transported him to a clinic in flamingo costa rica. The doctor there confirmed that he was having a heart attack and had very low blood pressure requiring immediate transport to liberia costa rica where he could receive medicine not available in the clinic. I paid on my credit card for the ambulance ride, the clinic dr visit and subsequently the hospital in liberia. He received a clot busting drug in liberia but needed transport to San jose for definitive treatment with a cardiac cath , angioplasty and a stent. My out of pocket for the ambulance ride, and visit to the clinic and the hospital came out to about $10,000. I have submitted all my credit card receipts and indicated what each was for, the ekg and the itemized bills. The hospital gave the clinicals to travicks after hours agency ON CALL. I submitted my claims starting in febuary when we came back to the usa. Although i have sent the info of 33 pages of receipts to the insurance company, they keep writing me that i need more. They did give me about $1500 for the missed vrbo stay and they paid over $25,000 to the final hospital but they will not reimburse me my out of pocket of About $10,000. I have told them i am not sure what else i can give them. The travel insurance is a secondary insurance so i sent the denial from my friends blue cross blue shield stating they will not cover out of country incidents. They have every single thing i can get and i know the hosp provided all the clinicals from the first actual hospital. This was an unexpected incident with no history of heart disease and clearly an emergency . i want to be refunded my out of pocket

  

  Business response

  07/31/2023

  July 31, 2023
  
  ****** ******** ****** ******* ******* * ***** ******* ** *** ***** *********** **  *****
  
  ******* *********************************
  
  ***         *** ********* *********** ********* ****** ******* *** *** ******
  ***** *** ****** **** *** ***********
  Thank you for your inquiry of July 11, 2023, and July 25, 2023, regarding the above insured.  We would like to apologize for the delay in responding to this query.  After review of this inquiry, we show that the claim was approved for Medical Expense benefits totaling $8,930.88 on July 10, 2023.  Below you will find a synopsis of this matter.
  
  The member purchased the ******* ***** ***** **** on January 2, 2023, in connection with a February 9 – 16, 2023, trip to Costa Rica.  According to the claim submission, received by us on February 21, 2023, the claim requested Trip Interruption and Medical Expense benefits due to the member’s traveling companion’s sickness.  Information was requested by us to the member on March 15, 2023, and April 5, 2023.  The information was received between June 7 – 8, 2023; following the examiner’s initial review and request for additional information on June 20, 2023, the member responded and contacted CBP’s office to request the claim to be reconsidered.  The claim was reviewed again, and subsequently approved for payment on July 10, 2023.
  
  We are sorry that the member was not satisfied with the claims process, but we hope this is responsive to his concerns.  Please let us know if there are any additional questions regarding this matter.
  
  Sincerely,
  
  
  ******** ******* * ********** * ********* ************* * ************ ******* ****** * ********** ** ***** ************** ***           ********** ****** ********* *******
  

  Customer response

  08/01/2023

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

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First of all, I thank God my family is okay today, and not because of Trawick Travel Ins. I have never purchased travel insurance before, Since I was recently divorced and traveling out of state I thought it would be smart, but after this experience I would not recommend this insurance company to anyone, I would actually warn them not to use it.I purchased trawick travel insurance on 05/01/22 It took effect on 05/02/22 and ran thru 07/02/22 when we return from the trip.I had a car accident on 06/25/22 I rolled and totaled my truck, our belongings were scattered all over the place and two of my children were taken to the hospital by ambulance. I rode in the ambulance with my youngest child.I was not there when the wrecker came to get my truck.I did have Onstar so help came quick.Once we were all back to the hospital, the police officer asked us all questions and she got the same story from all of us. I got a ticket for possession of marijuana, which is legal in ********, and not legal in *******. I was not using marijuana at the time of the accident, just possession of it.Trawick says in writing that it goes by the state you live in for Criminal acts, and in ******** it is 100% legal to possess. On 06/19/22 I had a sleep study done because I have poor sleep quality, I believe this contributed to the accident. I know the trip delay says I can not be involved in the accident directly, but trip interruption states that we were delayed because of an accident.We had to stay 2 days in ***** ******* and still did not have a vehicle to get home. We did not have friends or family anywhere near to help us. So I really thought this insurance would help us in some way, Especially when I did not hold any information back, and was truthful about my ticket.I had no other choice, but to use my credit card for the hotel, car rental, a change of clothes, and other things that we lost due to the accident.

  

  Business response

  07/17/2023

  July 17, 2023
  
  *************************
  Dispute Resolution Manager
  *****************************************
  
  Re:         BBB Complaint ID#********
  Consumer: ***************************
  Claim No. 113138
  
  Dear ********************:
  
  Thank you for your inquiry regarding the above insured. We would like to apologize for the delay in responding to this query.  After review of this inquiry, we show that the claim was approved for benefits on July 17, 2023. Below you will find a synopsis of this matter.
  
  In reviewing the customers query, she expressed concerns regarding the denial and processing of her claim.  While the Plan does exclude coverage due to being in possession of a narcotic, we do not have information supporting that the loss was caused by the usage or possession of a narcotic; therefore, we have reviewed the claim again, and you will find our review below.
  
  The member purchased Westgate Due Guard ************ in connection with a June 25 July 2, 2022, trip. According to the claim submission, the trip was interrupted June 25,2022, due to injuries sustained during an automobile accident en route to their Trip destination.  The claim requested Trip Delay benefits for the duration of the trip.  In reviewing the claim, they were delayed arriving to their trip destination for two days as a result of a combination of the automobile accident, resulting mechanical failure of their personal vehicle, and the injuries sustained during the wreck.  While there is no Trip Delay coverage under the Plan if they are delayed due to being involved in a traffic accident or injuries sustained during a trip, there is coverage if you are delayed due to mechanical breakdown of your covered vehicle. Therefore, Trip Delay benefits were approved for the expenses incurred until June 27, 2022, when they joined their trip.  However, we do not consider an insured delayed once the insured joins the trip, and so the remainder of the claimed meal expenses are not covered.
  
  We also reviewed this claim under the Trip Interruption provisions, which reimburse the unused, prepaid portion of land or water travel arrangements and the additional transportation cost to join, rejoin the trip or return home when the trip is interrupted due to a covered peril.  We have determined that the members missed two days of their trip due to a covered peril, and also incurred rental car expenses to return home.  While we cannot provide benefits for the rental car expense while they were using their scheduled accommodations, Trip Interruption benefits have been approved for the missed portion of their prepaid land accommodations as well as a prorated reimbursement of the rental car based upon the mileage to travel from the trip destination to their home. 
  
  We noted during the review of this matter that the member also claimed reimbursement to replace items lost or damaged during the automobile accident; unfortunately, the police report makes no mention of the damaged or lost items, and absent proper proof of loss, we cannot confirm the items were lost or damaged during the trip. 
  
  Additionally, we noted the insured stated that travelers in the family were taken to the hospital during the wreck.  If medical expenses were incurred during the trip, we invite the insured to submit itemized bills and corresponding explanation of benefits from their primary health insurance provider for review and consideration.
  
  We hope this is responsive to the customers concerns.  If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  ******************************* | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, a subsidiary of One80 Intermediaries
  
  
  
  
  cc:          United *****************************

  Customer response

  07/23/2023

   
  Complaint: 20253379
  
  I am rejecting this response because: I sent several pictures of damaged items just like the Trawick representative told me to do. Its obvious to anyone who read this report that we had damaged items and pictures to prove it. They made no mention of a police report to me.
  I was not there when they towed my vehicle away to check for loose items on the ground and 2 days later we picked up all the belongings we had inside the crashed truck and paid a very good helpful person to drive us from ***** ** to ********* **. Since there was no car rental place that would drive a car to **. We didnt know anything was missing until we arrived at our destination. Like I said before , I have never had vacation ins before this incident, and I promise not to use this company again.  If the best you can do is read into it what you want the outcome to be, then I guess you are a great asset to your terrible company.  
  

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

  

  Business response

  08/11/2023

  August 11, 2023
  
  Dispute Resolution
  ******************************************
  
  Re:         BBB Complaint ID#********
  Consumer: ***************************
  Claim No. 113138
  
  We are in receipt of your August 7, 2023, inquiry regarding the above insured.  We thank you for the opportunity to respond to the insureds continued concerns.
  
  With respect to the customers concerns regarding what she was told speaking to our office, we reviewed the telephone calls that transpired during the trip, and we indicated a police report would be needed.  Unfortunately, the police report makes no mention of the damaged or lost items, and absent proper proof of loss,we cannot confirm the items were lost or damaged during the trip. 
  
  We would also like to note that Westgate has responded to us regarding the amount of the unused portion of the trip due to their delayed arrival to the resort. Accordingly, we have approved additional payment representing two nights of accommodations or $42.58 under the Trip Interruption provisions.
  
  We are sorry we are not able to reimburse all of the claimed losses in this case, but we hope this is responsive to the customers concerns.  If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  *********************************** | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, a subsidiary of One80 Intermediaries
  
  
  
  
  cc:           United *****************************

  Customer response

  08/16/2023

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

• Initial Complaint

  05/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased travel insurance from Trawick International.Policy number: ******* for travel to ******** and ******* fromMarch 5th to March 20th this year. This policy included coverage for trip interruption. On March 20th our trip was interrupted for one extra day due to a problem with the airline.Upon return, I filed a claim with the company according to their procedural format on March 23rd, 2023. hey acknowledged getting the claim on April 3rd and assigned claim number ****** to my case.They also requested additional documents. I sent those on April 23rd.Since then I have not had any response. My emails are generally answered by computer generated response statin ten off is very busy

  

  Business response

  06/21/2023

  June 21, 2023
  
  *************************
  Dispute Resolution Manager
  *****************************************
  
  Re:         BBB Complaint ID# ********
  Consumer: ***************************
  Claim No. 157488
  
  Dear ********************:
  
  Thank you for your inquiry regarding the above insured.  After review of this matter, we show Trip Delay benefits to the maximum limits under the plan were approved on June 5, 2023.
  
  We hope this is responsive to the customers concerns. If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  ******************************* | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, a subsidiary of ********************
  
  
  
  
  cc:          ***********************************

  Customer response

  06/23/2023

   
  Complaint: 20091257
  
  I am rejecting this response because having first rejected my claim altogether reportedly based on the terms of the policy, following my submission of report to BBB and ***** ********** of ********** the company has sent me two checks for $ **** each. This is far short of the expenses incurred by my wife and I
  
  Sincerely,
  
  ***************************

  

  Business response

  06/28/2023

  June 28, 2023
  
  *************************
  Dispute Resolution Manager
  *****************************************
  
  Re:         BBB Complaint ID# ********
  Consumer: ***************************
  Claim No. 157488
  
  Dear ********************:
  
  Thank you for your inquiry regarding the above insured.   After review of this inquiry, we have confirmed that the benefits issued under the Plan were correct and no further benefits are payable.
  
  We understand that the member feels that the claim has been underpaid; however, Trip Delay benefits to the maximum limits under the plan were issued on June 6, 2023, in the amount of $2,000 each and subsequently mailed to the address on file.
  
  As the member and his spouse have reached the maximum benefit limits under Trip Delay, and the claim is not eligible for Trip Interruption benefits (i.e. the trip was not interrupted due to one a covered peril to trigger Trip Interruption coverage), it is our position no further benefits are payable. A detailed letter has been sent to the member directly via email.
  
  We hope this is responsive to the customers concerns.  If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  ******************************* | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, a subsidiary of ********************
  
  
  
  
  cc:          *************************** Company
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer response

  06/30/2023

   
  Complaint: 20091257
  
  I am rejecting this response because: the Trawick representatives have been inconsistent. Initially, they denied my claim COMPLETELY based on the provisions of the policy. Later they paid part of the expenses incurred by me. So it seems the provisions of the policy may be subjective and rather flexible . In that case I should be reimbursed the entire amount of expenses resulting from this incidence.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased travel insurance with Trawick International, Policy NW0136-03, on Nov 11th, 2022 for a 7 night ********* cruise starting Dec. 8th, 2022. Two days prior to the cruise embarkation, I cancelled the cruise due to the Covid infection. I contacted Trawick and claimed for my lost. My claim number/policy was 982343164-1745228. Since Jan 30th, 2023 I have been calling Trawick multiple times to track my claim status. In addition, I then went online checking my status at **********************. On Feb 08th, I sent an email to ************************** asking for the status of my claim but have never received a responded email. All of my efforts did not get me an answer. Trawick said that my claim was delayed. They experienced high volume of of claims. The dashboard on cbpconnect.com shows that no claims have been processed for Claim/Policy Number: 982343164-1745228. I travel frequently and I need travel insurance but I will stay away from Trawick since this company is not trustworthy.

  

  Business response

  03/07/2023

  March 7, 2023
  
  *************************
  Dispute Resolution Manager
  *****************************************
  
  Re:         BBB Complaint ID# ********
  Consumer:*************
  Claim No. 148566
  
  Dear ********************:
  
  Thank you for your inquiry of February 22, 2023, regarding the above insureds concerns.  Following review of this matter, we show the claim was approved for payment on March 7, 2023.
  
  The member expressed concerns with the length of review of the claim. Following review of this matter, the member submitted a claim to our office on January 31, 2023.  The claim was subsequently declined for benefits in writing on February 24, 2023;however, this decision was reversed and benefits approved on March 7, 2023, and we have notified the member via email.
  
  We hope this is responsive to the members concerns. If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  ******************************* | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, a subsidiary of ********************
  
  
  
  cc:          ***********************************

  Customer response

  03/07/2023

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

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a travel insurance policy from these crooks for my trip to ****, ** over MLK weekend 2023. I filed 2 claims, which I have sent to this "insurance company" on repeat, every morning, for over 2 weeks now. They have not reviewed my complaint, and they are not doing their job. They need to pay out my claim immediately.

  

  Business response

  02/06/2023

  February 6, 2023
  
  *************************
  Dispute Resolution Manager
  *****************************************
  
  Re:         BBB Complaint ID#********
  Consumer: *********************************
  Claim No. 146529
  
  Dear ********************:
  
  Thank you for your inquiry regarding the above insured.  After review of this inquiry, we show that the claim was reviewed and ************************ was contacted in writing on January 25, 2022. Below you will find a synopsis of this matter.
  
  The member purchased the Safe Travels Explorer Plan in connection with a January 12 17, 2023, trip. According to the claim submission, first received by us on January 18,2022, it was reported that the  ski lifts at *************** closed down due to wind and the member were unable to use the services. The policy provides a Trip Interruption benefit when the trip is interrupted due to a covered peril. Unfortunately, as the ski lifts being shut down due to weather is not a listed peril, this portion of the claim was declined in writing on January 25, 2023.
  
  The member also submitted a baggage damage claim. With respect to this portion of the claim, it was determined additional documentation was needed to document the loss. Our January 25, 2023, letter to the member explained what is needed to process this portion of the claim.
  
  We hope this is responsive to the customers concerns.  If there are any additional questions regarding this matter, please let us know.
  
  Sincerely,
  
  
  ******************************* | Compliance & Grievance Administrator I
  Co-Ordinated Benefit Plans, a subsidiary of ********************
  
  
  
  
  cc:          ***********************************

*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. ↩