Complaints

This profile includes complaints for Trawick International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trawick International, Inc.

  300 Fairhope Ave Ste G Fairhope, AL 36532-2351

• 

  Trawick International, Inc.

  PO Box 2284 Fairhope, AL 36533-2284

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:10/28/2022

  Type:Customer Service 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.

  We purchased the Safe ************************* policy on 5/17/2022 for our trip to Ireland 7/3/2022 to 7/13/2022. Membership ID ********* My wife Contacted Trawick on 7/11/22 to inform them that I was ill and had tested positive for COVID. We were told that I needed a *** test in order for us to submit a claim under trip delay. We were told that it needed to be done before our trip end date of 7/13/22 as anything after that date would not qualify. We were instructed to call the 24 hour international hotline for help getting a test scheduled or any other assistance we needed. We called and were told theyd get right on it and call us back. In the interim we located a clinic and had the *** and positive test results before they ever called back. They called on 7/13/22 our scheduled trip end date to communicate that they had not heard back from their local affiliates on where we could get a test done! This felt like a red flag. Prior to submitting our trip delay claim in August we called Trawick and went through the Nationwide Trawick Trip Delay form line by line with an employee to avoid any delay in processing. On 8/12/22 based on their guidance we submitted an eclaim via cbpinsure as well as going as far as sending our documentation to the email address they provided as additional back up. It is now 10/28/22. We have attempted to check the status online multiple times to find no claim information. We have emailed repeatedly. We have called. Weve been told that wed be called right back by the person who could best help us. Our last email generated a response saying wed be contacted within 48 hours. The expenses we incurred due to my illness and need for isolation added food lodging and flight costs that have created financial hardship. We went with Trawick because we thought they were reputable. Weve heard NOTHING.

  Business Response

  Date: 11/21/2022

  
  November 21, 2022
  
  Better Business Bureau
  Serving Central & South *******
  PO **********************************************
  
  
  
  Re:         BBB Complaint ID *******
  Consumer: *************************
  Claim No. 129543
  
  To Whom It May ********************* 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 along with interest on November 11, 2022.  Below you will find a synopsis of the matter. 
  
  The member purchased the Safe Travels Voyager Plan on May 17, 2022, in connection with a July 3 13, 2022, trip.  According to the claim submission, received by us on August 12, 2022, the delayed was delayed due to Quarantine.  The Trip Interruption and Trip Delay provisions include coverage for the additional airfare and reasonable expenses for meals and lodging incurred when a trip is delayed or interrupted due to a listed peril that takes place after the Effective Date. As the Plan terms were met regarding a Quarantine, Trip Interruption and Trip Delay benefits were approved on November 11, 2022 up to the plans maximum benefit, including interest and an email was sent to the member advising of the payment. 
  
  With respect to the claims processing delay, we strive to process claims as quickly as possible to ensure the best possible experience for our clients and insureds. We have been experiencing longer than anticipated processing times due to significantly higher than normal claim submissions. We ask that the member accept our sincere apology for the delay in completing the claim and any undue concern or inconvenience this may have caused. We greatly appreciate the members patience and understanding and are working diligently to return to our normal service levels.
  
  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
  
  

• Initial Complaint

  Date:10/24/2022

  Type:Customer Service 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 international trip to the ****************** was interrupted due to my husband's serious illness. I filed a claim in June 2022. The claim took over 3 months to be processed even though I provided all of the requested documents. My claim was finally approved on September 15 and a check issued on September 16. I never received the check and was advised by **************** that I would have to wait 30 days to put a tracer on the check and issue a replacement. I asked if I could have the funds directly deposited into my account and they said no. I asked for the check to be sent by certified mail and they again said no. A replacement check was issued on October 18th and I still have not received it. **************** is useless as they are only telling me that it's with **** and they can't do anything. I asked it I could have the funds directly deposited and they said no. I asked for the check to be sent certified and they said no. They advised me to wait until mid-November so that they can't repeat the same paper check replacement process again. This is totally unacceptable, and I am either going to file a lawsuit for fraud and deceptive business practices or expose them to the media. I simply want my money.

  Business Response

  Date: 11/21/2022

  
  November 21, 2022
  
  Better Business Bureau
  Serving Central & South *******
  PO **********************************************
  
  
  
  Re:         BBB Complaint ID ********
  Consumer: ****************************************
  Claim No. 118430
  
  To Whom It May ********************* 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 September 16, 2022, and then the payment was reissued and electronically deposited on October 24, 2022.  Below you will find a synopsis of this matter.
  
  The member purchased the Safe Travels Basic Annual Plan on February 7, 2022, in connection with a June 5 10, 2022, trip.  According to the claim submission, received by us on June 11, 2022, the trip was interrupted due to Sickness.  The Trip Interruption provisions include coverage for the pre-paid unused, non-refundable land expenses and the additional airfare to return home when a trip is interrupted due to a listed peril that takes place after the Effective Date. As the Plan terms were met regarding a Sickness, Trip Interruption benefits were approved on September 16,2022.  On October 14, 2022, the member called in and advised that she had not received her check, we advised that we advised the member they have to allow 30 days which is our standard procedure before we can void and reissue the payment.  The member then called back on October 17, 2022 to advise that she had still not received the payment and asked if it could be sent electronically.  At that time we took the members account information and reissued the payment electronically which was released on October 24, 2022 to the account the member advised over the phone.
  
  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 Answer

  Date: 11/28/2022

   
  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

  Date:10/19/2022

  Type:Customer Service 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 8/4/22 I was contacted via text by Lufthansa that my return flight from ********* to ******* (LH442) scheduled for 8/6/22 had been canceled. No reason for the cancelation was provided in either the text or a follow up phone conversation with Lufthansa. Lufthansa was not able to get me on another flight until 8/11/22. I am a disabled senior citizen and the medication I had packed for the trip was not sufficient to last five additional days so I purchased a return flight on Delta for 8/7/22 at a cost of $2468.57. I filed a claim with Trawick International for the cost of the Delta flight and was informed that I needed to provide a written explanation from Lufthansa stating the reason why my flight had been canceled. After trying to get this document for several weeks I finally heard from Lufthansa informing me that the reason my flight had been canceled was due to their inability to provide a flight crew on 8/6/22. I forwarded this to Co-ordinated Benefit Plans (the company processing the claim for Trawick International. I didn't hear from them for several weeks so I followed up by phone. I was told that my claim would be denied since it was not one of the three covered reasons for a flight cancelation.

  Business Response

  Date: 11/03/2022

  
  November 3, 2022
  
  *************************
  Dispute Resolution Manager
  *****************************************
  
  Re:         BBB Complaint ID#********
  Consumer: *******************************
  Claim No. 122325
  
  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 processed correctly.  Below you will find a synopsis of this matter.
  
  The member purchased the Safe Travels Voyager Plan for an July 23 August 7, 2022, trip.  In reviewing the claim submission, the flight was cancelled by Luthansa due to due to a shortage of staff for the operating crew that day, which caused the member to incur additional airfare totaling $2,468.57, hotel expenses of 232 and local transportation of 35.  We previously approved Trip Delay benefits totaling $300.00 based upon a two-day delay as the Trip Delay benefits are limited to $150 per day.
  
  The members claim was also reviewed under the Trip Interruption provisions, which provides a benefit for the additional airfare incurred to return home when a trip is interrupted due to a covered peril under the policy.  While the Trip Interruption Plan terms include coverage if the flight has a complete cessation of services due to strike, weather, or mechanical breakdown, flight cancellations due to staff shortages is not a covered reason for Trip Interruption.  Based upon the documentation submitted, it remains our position that Trip Interruption benefits are not payable under the policy. A detailed response has also been sent to the member and the **************************************.
  
  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 Answer

  Date: 11/09/2022

   
  Complaint: 18246281
  
  I am rejecting this response because:

  AARDY (the company that sold me this policy), Trawick International, and *********************************** have repeatedly claimed that flight cancellation due to staff shortages is not on the list of "covered reasons" for Trip Cancellation and Trip Interruption. However, in AARDY's email to me dated 5/13/22, they claimed that this policy provides "Comprehensive Cancellation and Interruption Protection." In fact, they repeat the same claim in an email to me dated 11/4/22: "The travel insurance plans we offer do contain a comprehensive list of covered reasons for Trip Cancellation and Trip Interruption." 
  
  "Comprehensive" is defined by ***************************** as "covering completely or broadly." According to an 8/15/22 article by Travel & **************** (https://www.travelandleisure.com/travel-news/2022-flight-cancellations-pandemic-data), "The beleaguered airline industry has generally blamed the chaos [resulting from flight cancellations this past summer] on a combination of staffing shortages and air traffic control issues."
  
  One might clearly conclude that if these companies do in fact provide comprehensive cancellation and interruption protection, that this "comprehensive" list that they advertise to sell their product would include one of the main reasons for flight cancellations last summer. 
  
  Their refusal to honor their promise is shady at best. 
  
  So, no, I am not accepting the companies' refusal to cover my replacement flight. I still expect them to honor their commitment to disabled senior citizens living on a fixed income such as myself who relied on them to protect us from the very thing that occurred in August
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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 need a check for $1,464.19. My claim has been in process for over 6 months now. This is absurd. Claim ******. Every time I get a response back they just ask for the same information Ive already provided.

  Business Response

  Date: 12/08/2022

  
  December 8, 2022
  
  *************************
  Dispute Resolution Manager
  *****************************************
  
  Re:        BBB Complaint ID# *******
  Consumer: ***************************
  Claim No. 103713
  
  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 members claim was approved for benefits on October 27, 2022. Below you will find a synopsis of this matter.
  
  The member has expressed concerns regarding the processing time of the claim.  In a recent re-review of the members claim, it was determined that we received the information to process the claim on April 22, 2022.  Therefore, on October 27, 2022, the claim was improved for benefits plus interest due to the claims processing delay.  Unfortunately, the members checks were returned by the post office.  We noted that the members reported address to the Better Business Bureau was different than the address we had on file; therefore, the checks were sent to the new address on November 18, 2022. 

  
  With respect to the claims processing delay, we strive to process claims as quickly as possible to ensure the best possible experience for our clients and insureds. We have been experiencing longer than anticipated processing times due to significantly higher than normal claim submissions. We ask that the member accept our sincere apology for the delay in completing the claim and any undue concern or inconvenience this may have caused. We greatly appreciate the members patience and understanding and are working diligently to return to our normal service levels.
  
  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:         Nationwide **************** Company

  
  

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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.

  We purchased travel insurance through Trawick International for a trip to Europe. Unfortunately, my daughter was hospitalized requiring an extended stay and accumulation of expenses covered under the terms of the policy. The claim documents were submitted at the end of June 2022. Though they acknowledged receipt of the claim and documents and promised the claim would be settled within 60 days, I have not had any communication from them. I have called several times and been told the claim should be settled any day, but still nothing.

  Business Response

  Date: 11/21/2022

  
  November 21, 2022
  
  Better Business Bureau
  Serving Central & South *******
  PO **********************************************
  
  
  
  Re:         BBB Complaint ID ********
  Consumer: ***********************
  Claim No. 108710
  
  To Whom It May ********************* 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 November 21, 2022.  Below you will find a synopsis of this matter.
  
  The member purchased the Safe Travels Voyager Plan on November 3, 2021, in connection with a May 25 June 6, 2022, trip.  According to the claim submission, received by us on June 6, 2022 and June 30, 2022, the trip was interrupted due to Sickness.  The Trip Interruption provisions include coverage for Reasonable Expenses incurred when a trip is interrupted because a Traveling Companion must remain Hospitalized or if they must extend the Trip with additional hotel nights due to a Physician certifying the insured can not fly home due to a Sickness.  As the Plan terms were met regarding a Sickness, Trip Interruption and Medical Sickness benefits were approved on November 21, 2022, including interest and an email was sent to the member advising of the payment. 
  
  With respect to the claims processing delay, we strive to process claims as quickly as possible to ensure the best possible experience for our clients and insureds. We have been experiencing longer than anticipated processing times due to significantly higher than normal claim submissions. We ask that the member accept our sincere apology for the delay in completing the claim and any undue concern or inconvenience this may have caused. We greatly appreciate the members patience and understanding and are working diligently to return to our normal service levels.
  
  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
  
  

• Initial Complaint

  Date:08/19/2022

  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.

  I took travel insurance out , my baggage was lost by KLM/Airfrance on 6/9/2022 , was reported 6/12/2022. All documents are in and I am following up to see the process am told 60 days to process. Please advise if they can expediate this .

  Business Response

  Date: 08/25/2022

  August 25, 2022
  
  **** ********
  Dispute Resolution Manager
  **********************
  
  Re:         BBB Complaint ID# ********
  Consumer: **** ********
  Claim No. ******
  
  Dear Ms. **********:
  
  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 August 24, 2022.  Below you will find a synopsis of this matter.
  
  The member purchased the Trawick International’ First Class Plan on April 6, 2022, in connection with his and his family’s June 8 - 22, 2022, trip.  The claim requested reimbursement of items lost by the common carrier totaling $******** and also submitted receipts for items purchased due to the delay of their checked baggage.  As the Baggage/Personal Effects provisions reimburse items following reimbursement from the responsible party, we could not proceed with the claim until documentation was received showing the amount paid by KLM.  This documentation was received by the member on August 11, 2022.  A detailed letter has been emailed to the member explaining our calculations / claim determination, and four checks totaling $******** will mail on August 29, 2022.  
  
  With respect to the claims processing delay, we strive to process claims as quickly as possible to ensure the best possible experience for our clients and insureds. We have been experiencing longer than anticipated processing times due to significantly higher than normal claim submissions. We ask that the member’s accept our sincere apology for the delay in completing the claim and any undue concern or inconvenience this may have caused. We greatly appreciate member’s patience and understanding and are working diligently to return to our normal service levels.
  
  We hope this is responsive to the member’s 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:          Nationwide Mutual Insurance Company
  
  
  
  

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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 went on a trip to ****** ******** in January of 2022 and purchased travel insurance through Trawick Insurance to cover covid-19 expenses in case we became stuck in ****** and were unable to travel home. I tested positive for Covid while on the trip and became ill, which forced me to quarantine in separate accommodations and stay in the country for 7 days longer than expected in order to be able to travel back to the US. I submitted a claim (Claim: *****) immediately to Trawick Insurance as soon as I returned home and have gone through 8 months of hell, calling this company 15 - 20 times, spending hours and hours on the phone with them, on emails, etc just to get them to pay my insurance claim back for getting covid in a different country. They have been absolutely horrible to work with, do not answer phones, or emails and are lying to customers just to get them to purchase travel insurance. I would never work with them again and advise anyone to stay away.

  Business Response

  Date: 09/16/2022

  September 16, 2022
  
  **** ********
  Dispute Resolution Manager
  *********@csal.bbb.org
  
  Re:         BBB Complaint ID# ********
  Consumer: ******** *****
  Claim No. *****
  
  Dear Mr. Thornton
  
  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 August 13, 2022.  Below you will find a synopsis of this matter.
  
  The member expressed concerns regarding the processing of her claim.  In reviewing this matter, we requested information from the member on May 2, 2022.  While the member submitted some of the requested information, we did not receive all the information needed to process the claim, and a second request for additional information was sent to the member on June 7, 2022.  On June 18, 2022, and July 18, 2022, the member submitted additional information, and on August 13, 2022, the claim was approved for Trip Delay benefits.  Two checks totaling $******** – or $******* per person – processed on August 17, 2022, and subsequently mailed to the address on file. 
  
  With respect to the claims processing delay, we strive to process claims as quickly as possible to ensure the best possible experience for our clients and insureds. We have been experiencing longer than anticipated processing times due to significantly higher than normal claim submissions. We ask that the member accept our sincere apology for the delay in completing the claim and any undue concern or inconvenience this may have caused. We greatly appreciate the member’s patience and understanding and are working diligently to return to our normal service levels.
  
  We hope this is responsive to the customer’s 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:          ********** ****** ********* *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/12/2022

  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 submitted a claim on Friday, July 29th 2022 while traveling abroad. The policy stated there was 24 hour assistance when I bought it (they are now claiming that only applies to sales, not to claims--in which case why is it included in the policy AFTER I already bought it?). It has been 2 weeks and I have not heard back anything from the claims department. It does not even show up in the portal or allow me to edit or add additional expenses until they review it. However, they outsource their claims to an entirely different company. I have thousands sitting on my credit card and nobody has even glanced at my claim. Looking at their reviews, this is a standard practice and months sometimes go by before a claim is reviewed. This is unacceptable. I want my claim reviewed and to be refunded for the charges that are within my policy--I have all proper receipts, evidence, documentation. It has been sent via the portal and follows up via email as I cannot edit a claim that has not been reviewed.

  Business Response

  Date: 09/16/2022

  September 16, 2022
  
  **** ********
  Dispute Resolution Manager
  *********@csal.bbb.org
  
  Re:         BBB Complaint ID# ********
  Consumer: ***** ********
  Claim No. ******
  
  Dear Mr. ********:
  
  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 partially approved for benefits on August 15, 2022.  Below you will find a synopsis of this matter.
  
  The member purchased the Safe Travels Voyager Plan in connection with a July 29 – August 5, 2022, trip.  According to the claim submission, received by us on July 30, 2022, the member reported a delay on July 30, 2022, when she missed her connecting flight to Naples as a result of security issues at the Charles de Gualle Airport in Paris.  The member subsequently reported a second delay on August 6, 2022, for her return flights that were delayed en route home.  While the delay on August 5, 2022, was found to be covered under the policy, the first travel delay on July 30, 2022, was not the result of a covered peril and therefore declined on August 15, 2022.  The benefit checks for the member’s second delay processed on August 16, 2022, and mailed to the address on file. 
  
  We would like to point out that the member appealed the decision on August 16, 2022, on the basis that her scheduled flights on July 29 – 30, 2022, did not meet the minimum flight connection time requirements, and as a result she was not able to board her connecting flights to Naples. Unfortunately, this does not represent a covered peril, and a letter upholding the decision on file was emailed to the member on September 16, 2022.
  
  We hope this is responsive to the customer’s 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:          Nationwide Mutual Insurance Company

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service 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 and trip delay coverage for two trips this year, and experienced a loss for both that appear to be covered based on the documents provided. I understand that claims may be delayed, but the time to process these claims seems unreasonably excessive. It has now been 190 days since I initially reached out to inquire about the proper forms to submit for my first claim, and has been 44 days since I filed the second claim. The forms that were provided for the first claim did not have clear instructions as to what documents were needed, and several months passed before the processing agent reached out to ask for additional documentation.

  Business Response

  Date: 08/08/2022

  August 8, 2022
  
  **** ********
  Dispute Resolution Manager
  k********@csal.bbb.org
  
  Re:         BBB Complaint ID# ********
  Consumer: ******* *****
  Claim No. ***** and ******
  
  Dear Mr. ********:
  
  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 both claims filed by the member were approved for benefits. Below you will find our review.
  
  The member filed a Trip Delay claim in connection with a January 3 – 12, 2022, trip.  According to the claim submission, the member and his traveling companion were delayed arriving to their destination as a result of a common carrier delay. The Trip Delay provisions provide a benefit for specified expenses incurred while an insured is delayed due to a covered Hazard. As the Plan terms were met, Trip Delay  benefits were approved totaling $108.24 for the submitted hotel expenses on July 15, 2022.
  
  With respect to the second claim, the member filed a Trip Interruption claim on May 23, 2022, for a May 4 – 18, 2022, trip.  In reviewing this matter, this claim was approved for benefits on July 29, 2022, totaling $276.00 plus interest due to the claims processing delay.
  
  With respect to the claims processing delay, we strive to process claims as quickly as possible to ensure the best possible experience for our clients and insureds. We have been experiencing longer than anticipated processing times due to significantly higher than normal claim submissions. We ask that the member accept our sincere apology for the delay in completing the claim and any undue concern or inconvenience this may have caused. We greatly appreciate the member’s patience and understanding and are working diligently to return to our normal service levels.
  
  We hope this is responsive to the customer’s 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 ***** Intermediaries
  
  
  
  
  cc:          Nationwide Mutual Insurance Company

  Customer Answer

  Date: 08/08/2022

  
  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

  Date:07/21/2022

  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 a travel insurance policy for myself and was told that I had to buy a separate policy for my Mother even though we were traveling together. They told me that I had 10 days to review the policy and could cancel within the 10 days for a full refund. They sent me the two policies and on my policy it said I could cancel but apparently my Mother’s policy was not eligible for cancellation. They did not tell me that otherwise I would not have purchased it without having my Mother look at it first. They hid the fact that hers was not able to be canceled and I feel deceived. I reached out to them about 16 hours after purchasing the policy and they refused me a refund. Is this considered fraud?

  Business Response

  Date: 08/05/2022

  August 5, 2022
  
  
  Re:       Complainant:  Maureen ******* / ****** *******
  BBB Case Number:  ********
  Policy:  Safe Travels Explorer
  Policy Number:  ******-**
  Certificate /Plan Number: *******
  Insuring Company:  Nationwide Mutual Insurance Company
  
  Dear Better Business Bureau:
  
  Thank you of notifying us regarding the above-noted customer’s complaint.   Below you will find our response to the customer’s concerns.
  
  We have cancelled and fully refunded the above-noted certificate #*******, in the amount of $329.77, as requested. She has been notified of this resolution.
  
  Should you have any further questions, please feel free to contact us at ************ or by email at [email protected].
  
  Sincerely,
  **** ******
  Vice President, Customer Service

  Customer Answer

  Date: 08/08/2022

  
  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,
  
  ******* *******