ComplaintsforTrawick International, Inc.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 07/13/21 my family and I purchased a safe travels voyager insurance for our trip to ******, our return flight was cancelled and we had to buy new tickets, get a hotel room for the night and meals. We have 2 policies for a total of 7 family members), on 8/10/21 we submitted the claim via email for the following member ID's: ********* (******) and ********* (******, **), on 09/03/21 I sent them an update, On 10/13/21 they sent me an email asking for additional documents which I responded back on the same day, after that there has been ZERO communication, they have NOT paid our claims, don't get back to us, don't answer their phones, emails and no updates on their website either. I want to receive the refund of the expenses I incurred that were covered by my insurance for all of us.

  

  Business response

  03/04/2022

  Business Response /* (1000, 9, 2022/02/04) */ February 4, 2022 **** ******** Better Business Bureau Serving Central & South Alabama Dispute Resolution Specialist *********@csal.bbb.org Re: BBB Complaint ID#: XXXXXXXX Consumer: ****** ********** Claim No. XXXXX & XXXXX Dear Mr. ********: Thank you for your inquiry of January 5, 2022 and for the follow-up inquiries of January 20 and January 31, 2022 regarding the above insured. In review of this matter we determined we inadvertently missed responding to the inquiries in a timely manner. Our apologies for the oversight. In reviewing the claim file, this claim was processed for payment on February 3, 2022, and approved for benefits. Below you will find a synopsis of this matter. The member submitted their two (2) claims on August 10, 2021, and requested benefits totaling $4028.68 due to a travel delay. When the claim was reviewed, it was determined additional information was needed in order to document the delay. This information was provided, and subsequently forwarded to the claims department for review. On February 3, 2022, the claim was approved for benefits totaling $1050.00. Specifically, the Trip Delay provisions provide a benefit - up to $150.00 per day to a maximum of $2,000 - when you are delayed due to a covered peril. As the Trip Delay terms were met, Trip Delay benefits were approved to the per day limit of $150.00; therefore, the benefits were issued to the members for $1050.00 ($150 x 7) plus interest totaling $23.87. 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. Please accept our apology for the delay in completing your claim and any undue concern or inconvenience this may have caused. We greatly appreciate your patience and understanding and are working diligently to return to our normal service levels. If there are any additional questions regarding this matter, please let us know. Sincerely, ******************** Claims & Customer Service Manager I Co-Ordinated Benefit Plans, a subsidiary of One80 Intermediaries cc: Nationwide Mutual Insurance Company

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased Safe travel insurance (Trawick International) Group Number: STVG-XXXXX-XX Premium: $310.78 Certificate Number: XXXXXX Policy Maximum: $100,000 Deductible: $100 Coverage Length (82 Days) Start Date: 09/17/2019 End Date: 12/07/2019 patient admitted to hospital emergency on Nov 8th 2019. The claims are for $1088, $7865, $1450, $205. All there are for ambulance, emergency visit, doctor visit. The claims were not processed saying that patient has discharged from hospital against doctor's adivice. Hospital says that they havent provided any statement like this saying that patient got discharged without the advice. Insurance is claiming a wrong statement and not processing the claims, the insurance is consierding all the bills under one claim when the patient received all the seperate bills. We would request to help us in getting the claims processed as we are cannot make an entire payment by oursleves.

  

  Business response

  01/20/2022

  Business Response /* (1000, 7, 2021/12/21) */ This complaint has been reviewed. Due to privacy concerns, the response was sent directly to the complainant. A member from you organization was also included in the response.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Claim about lost personal item in plane was submitted 9/30/21 on their website CBPConnect. Confirmation received with Claim/Policy Number: XXXXXXXXX-XXXXXXX. After that I never heard from anyone. 11/24 and 11/26 attempted to connect with their representative and was put on hold for 25 minutes with no respond. Emailed them 2 times with no respond. I need help with update of my claim. I don't understand how to connect with this company.

  

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/09) */ December 9, 2021 ************* Better Business Bureau Serving Central & South Alabama Dispute Resolution Specialist *********@csal.bbb.org Re: BBB Complaint ID#: XXXXXXXX Consumer: ****** ******** Claim No. XXXXX Dear Mr. Thornton: Thank you for your inquiry of November 29, 2021, regarding the above insured. After review of this inquiry, we show that benefits are not payable under the policy with the information on file. Below you will find a synopsis of this matter. The customer expressed concerns of the processing of the claim. Our records show that the member submitted a claim to our office on September 30, 2021, and requested reimbursement for an Apple Watch that was left on a plane during his trip. In reviewing the claim, the documentation the customer submitted did not show that the date the loss occurred or when the loss was reported to the airline. We therefore requested the member submit additional information on November 30, 2021. On December 5, 2021, the customer provided a copy of the email correspondence from Delta dated November 11, 2021, notifying the customer that his lost item was not located. Unfortunately, the email does not document that the customer's watch was reported as lost item during the trip and while the customer's coverage was in effect. With the information on file, we cannot document that the customer's loss occurred during the trip and while the policy was in effect. Should the customer have documentation of the date he notified Delta of the loss as well as proof of the date he engaged Activation Lock on his Apple device, we will be happy to further consider and review the claim under the policy terms. We hope this is responsive to the customer's concerns and explains what information is needed to process the member's claim. If there are any additional questions regarding this matter, please let us know. Sincerely, ******** ******** Compliance & Grievance Administrator Co-Ordinated Benefit Plans cc: Nationwide Mutual Insurance Company Trawick International

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought the safe travels voyager for our 90 day stay in Costa Rica. During our stay, I was hospitalized for 19 days with septic shock. We have emailed all of the receipts and diagnoses as required. We have called and emailed with our claim number/info and ZERO response has been given. This was a reimbursement policy and they will not reimburse us! They won't even respond to our inquiries! It's been over a month.

  

  Business response

  12/15/2021

  Business Response /* (1000, 9, 2021/11/23) */ November 23, 2021 ************* Better Business Bureau Serving Central & South Alabama Dispute Resolution Specialist *********@csal.bbb.org Re: BBB Complaint ID#: XXXXXXXX Consumer: ******* S ********** Claim No. XXXXX To Whom It May Concern: Thank you for your inquiry of October 27, 2021, regarding the above insured. We apologize for the delay; after review of this inquiry, we show that additional information was requested from both the providers and the customer. Below you will find a synopsis of this matter. The customer expressed concerns of the processing of the claim. Our records show that the member emailed our office in August, 2021, requesting medical expense benefits. Unfortunately, the email documents were not legible, and we requested that the customer resubmit the claim and provide the documentation in PDF format. This information was received on October 2, 2021, and forwarded to the claims department for review. Unfortunately, the claim did not meet our goal review processing time, and we are sorry for the delay. Upon review of the documentation, it was determined we needed information from both the providers and the member. We provided an update to the member on November 23, 2021, and requested they submit proof of their travels during their elected trip dates. Upon receipt of the information from both the member and the providers, we will be happy to further consider and review the claim under the policy terms. We hope this is responsive to the customer's concerns and explains what information is needed to process the member's claim. If there are any additional questions regarding this matter, please let us know. Sincerely, ********* *******, Compliance & Grievance Administrator Co-Ordinated Benefit Plans cc: Nationwide Mutual Insurance Company Consumer Response /* (3000, 11, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will send the documents that ******* needs. I'm not satisfied as it took me contacting the BBB to get a response. I will accept this response once I see that they will respond to further correspondence. With other reviews and my experience, I'm afraid this will be ignored without the BBBs help.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to cancel a trip due to covid. I had an extremely tough time getting the correct documents from my tour provider who took months to provide documents and repeatedly sent incorrect documents. An issue occured on one of the documents where the provider provided an incorrect date. I spotted this and requested it be amended, and subsequently sent the corrected letter to *******. ******* did not consider the corrected letter when they denied my claim. Claim number is XXXXXXXXX

  

  Business response

  01/14/2022

  Business Response /* (1000, 9, 2021/12/14) */ Complainant: ***** ** Claim ID: XXXXX-XX Case Number: XXXXXXXX Policy: Safe XXXXXXXXX-XXXXXX Insuring Company: ********************* Dear Better Business Bureau Serving Central & South Alabama: Thank you for your inquiry of October 19, 2021 regarding the above insured. To clarify the roles of the parties involved, ********************* is the insuring company for the short-term travel insurance policy purchased by ***** ** and **************************, LLC, ("CBP") is the third-party claims administrator contracted by ********************* to provide customer service administration and claims adjudication services. Ms. ** purchased the Safe Travels Multinational Trip Protection short-term travel policy on June 15th, 2021 for her trip to The Maldives departing on June 18, 2021. She cancelled the trip on June 16, 2021. Ms. **'s claim was originally denied. It was originally determined that her trip was cancelled on June 14, 2021 which was prior to the purchase date of June 15, 2021 which would make the reason for cancellation pre-existing. Upon further review of Ms. **'s appeal, received on October 20, 2021; it has been determined that that the purchase date of the trip was June 15, 2021 and that she cancelled on June 16, 2021. However, it has also been determined that Ms. ** was both departing from, and is a citizen of, the United States. Both of which make her ineligible for the policy. We are currently in the process of having Ms. **'s premium refunded. The policy purchased states the following: Eligibility - Safe Travels Multinational Trip Protection plan provides Trip Cancellation, Trip Interruption, Accident and Sickness Medical, Accidental Death and Dismemberment, Emergency Medical Evacuation, Emergency Reunion, Political Evacuation, Repatriation, and Travel Assistance to Non-US Citizens while traveling outside their Home Country, but not visiting or leaving from the United States. It can provide coverage for you, your spouse/domestic partner/traveling companion(s) and dependent children/grandchildren. Effective Date- An Eligible Person will be insured on the latest of the following dates:1. your departure from your Home Country or Country of Residence; or 2. the date and time your completed enrollment form and correct premium are received; or 3. the effective date requested and shown on the certificate.4. Trip cancellation benefits are effective the day after purchase. DESCRIPTION OF BENEFITS Trip Cancellation and Trip Interruption Benefit Cancellation - up to 100% of the Insured Trip Cost - This benefit starts on the day after coverage has been purchased. Interruption up to 150% of the Insured Trip Cost - This benefit starts on the day you commence on your Trip. Payable when a loss has been incurred as the result of the Covered Trip being necessarily and unavoidably cancelled or interrupted due to any of the following causes commencing and occurring during the Period of Insurance provided such expenses are not recoverable from any other source: *********************- All claims arising under this insurance shall be governed by the Laws of the Bailiwick of Guernsey, Channel Islands, whose courts alone shall have jurisdiction in any dispute arising hereunder As the claims administrator we are required to review all claims in accordance with the terms, conditions and limitations of the plan. Should you have any further questions, please feel free to contact us at: XXX-XXX-XXXX Sincerely, ***** ************** Claims & Customer Service Manager **************************, a subsidiary of One80 Intermediaries on behalf of *********************

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Sir , My claim number with Trawick International is XXXXX. I had purchased a safe travel policy with them starting on 05/13/2021 and concluding on 05/23/2021. However, due to testing positive for covid on 05/20/21I had to postpone the trip by 10 days as per the directive by the ********** health ministry . My daughter stayed back for five days with me and we were slated to travel after five days since I was now covid negative but, at the airport I was stopped for a further five days as per the rules of the health ministry and she was allowed to go though we were in the same hotel room ! I have emailed them at ************@cbpinsure.com made several calls to the following numbers - ************** ( ******* travel ) &***************; I submitted all documents to this company , i have sent several emails but, invoices, credit card statements, doctors certificate, lab reports, airline boarding pass . The amount owed to me is $2326.75 . Please resolve this issue. ****** ******

  

  Business response

  01/31/2022

  Business Response /* (1000, 11, 2022/01/24) */ January 24, 2022 **** ******** Better Business Bureau Serving Central & South Alabama Dispute Resolution Specialist *********@csal.bbb.org Re: BBB Complaint ID#: XXXXXXXX Consumer: ****** ****** Claim No. XXXXX Dear Mr. ********: Thank you for your inquiry of October 4, 2021, regarding the above insured. In a recent review of this matter we determined we inadvertently did not respond to this query. We are sorry for the oversight. In reviewing this matter, this claim was processed on October 28, 2021, and approved for benefits. Below you will find a synopsis of this matter. The customer expressed concerns of the processing of the claim. The member submitted a claim on June 15, 2021, and requested benefits totaling $1,930.36 due to travel delays. When the claim was reviewed, it was determined additional information was needed in order to document the delays. This information was provided, and subsequently forwarded to the claims department for review. On October 28, 2021, the claim was approved for benefits totaling $1,350.00. Specifically, the Trip Delay provisions provide a benefit - up to $150.00 per day to a maximum of $2,000 - when you are delayed due to a covered peril. As the Trip Delay terms were met, Trip Delay benefits were approved to the per day limit of $150.00; therefore, the benefits issued to the member was $1,350.00 (i.e. $150 x 9) plus interest totaling $4.81. We hope this is responsive to the customer's concerns. If there are any additional questions regarding this matter, please let us know. Sincerely, Lorraine Molzhon Compliance & Grievance Administrator I Co-Ordinated Benefit Plans, a subsidiary of One80 Intermediaries cc: Nationwide Mutual Insurance Company Consumer Response /* (2000, 13, 2022/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear sir, Thank you for your email . Although I will accept the $1354.81 from ******* it is with some reservation. My bills and receipts were bona fide and not in excess of what I spent . It was for two individuals with two separate policies. It would be very helpful if they could pay the balance amount to ****** ****** who had to stay back for five days on my account - ****** ****** has her own policy XXXXXXXXX-XXXXXX. I was told by ******* that all four individuals traveling together are allowed to do so. But two left and ****** ******, my daughter, stayed back . Although I was ready to leave with her after five days as I too had posted negative for covid by then , I was not allowed to do so due to some cockamamie stipulation of the *********** authorities that I cannot leave till the ten days of quarantine are over . I was, in fact, turned back from the airport while my daughter was allowed to fly although she was with me all along ! I'm giving these details to show you that I was not staying back for my pleasure but because I was forced to. Secondly, I have not received any response from the company, ******* since September 2021 which is not a good customer experience for me . Additionally the delay of more than eight months in resolving this matter is quite unwarranted. And there is no explanation, whatsoever. Thanking you, Yours sincerely ****** ******

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We needed to purchase travel insurance for our trip to Costa Rica. We had two minor health things happen there and filed claims when we returned. This company is very hard to reach and will not respond to emails. If you read the Google reviews they frequently do not respond to people or honor any claims. This sure seems like a scam to me.

  

  Business response

  10/21/2021

  Business Response /* (1000, 8, 2021/10/06) */ October 6, 2021 Kyle Thornton, Dispute Resolution Specialist BBB Serving Central and South Alabama **************@bbb-email.org Re: BBB Complaint ID#: XXXXXXXX Consumer: ***** ********** Claim No. XXXXX Dear Mr. Thornton: Thank you for your inquiry of ******* ** ***** regarding the above insured. After review of this inquiry, we show that we requested information from the customer via e-mail on August 4, 2021. Below you will find a synopsis of this matter. The customer expressed concerns of the claims processing time regarding her and her husband's medical claims. In reviewing this matter, we show that in order to process the claim, we requested that the customer provide additional information via e-mail on August 4, 2021. As we have not received a response, we have resent the request to the customer. We hope this is responsive to the customer's concerns. Upon receipt of the information requested, we will be happy to proceed with the review of their claim. If there are any additional questions regarding this matter, please let us know. Sincerely, ******** ******* Compliance & Grievance Administrator Co-ordinated Benefit Plans, LLC PO Box XXXXX, Tampa FL XXXXX ********@cbpinsure.com cc: Nationwide Mutual Insurance Company Consumer Response /* (3000, 10, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not received any emails asking for more information from the company. I emailed the person directly asking her to re-send these emails so we can take care of our claims. Thank you for your help. Please don't close the case at the moment.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 19, 2021, I purchased a travel insurance policy online (trip interruption etc.) with Trawick International policy number XXXXXXX for 39.56. This policy was for a trip that included airfare. On August 5 on a flight returning home from my trip, American Airlines cancelled my flight. In order to get home that same day, I had to purchase another ticket. I also had to take an Uber to another airport in order to get home. I sent Trawick all the supporting documents by email on 8/6/2021. I contacted Trawick to make sure they received all my information and was told that my claim was being processed. I have emailed and called several times since and have not received any response. As of today 9/15/2021, I have not received anything by mail, email or phone calls. I want to be reimbursed for the covered expenses.

  

  Business response

  10/26/2021

  Business Response /* (1000, 7, 2021/10/07) */ October 6, 2021 *************, Dispute Resolution Specialist BBB Serving Central and South Alabama [email protected] Re: BBB Complaint ID#: ******** Consumer: Lisa Andrews Claim No. ***** Dear Mr. Thornton: Thank you for your inquiry of September 16, 2021, and October 1, 2021, regarding the above insured. We apologize for the delay and below you will find a synopsis of this matter. The customer expressed concerns of the claims processing time regarding her Trip Delay claim. In reviewing this matter, we show that the claim was approved for Trip Delay benefits to the per day limit of $150.00, and a letter explaining the decision was sent to the member via e-mail on September 22, 2021. We would like to acknowledge and apologize that our goal processing review time was not met in this case, but we hope that 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 Co-ordinated Benefit Plans, LLC ************, Tampa FL ***** ********@cbpinsure.com cc: Nationwide Mutual Insurance Company

• Initial Complaint

  09/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased travel insurance with this company for Costa Rica travel. I had to file a claim as someone hit our rental car and left. I sent all the required information to ******* that they required. I am Getting nothing but a run around about paying my claim ..no returned calls or Emails and when you do finally get them to answer phone it's more excuses. It's been over 4 months and nothing has been done with this company . All reviews warn of a scam

  

  Business response

  10/13/2021

  Business Response /* (1000, 7, 2021/10/07) */ October 7, 2021 **** ********* Dispute Resolution Specialist BBB Serving Central and South Alabama **************@bbb-email.org Re: BBB Complaint ID#: XXXXXXXX Consumer: ******** **** Claim No. XXXXX Dear Mr. ********* Thank you for your inquiry of September 14, 2021, received on September 21, 2021, regarding the above insured. We apologize for the delay. After review of this inquiry, we show that this claim was approved for benefits on September 17, 2021. Below you will find a synopsis of this matter. The customer expressed concerns of the claims processing time regarding her claim. In reviewing this matter, we show that in order to document the Collision Damage provisions were met and that benefits were issued correctly, we requested that the customer provide additional information. Following an escalated review at the customer's request, it was determined that the information requested was not needed. As noted above, benefits with interest was approved on September 17, 2021, and a check totaling $2,087.04 was subsequently issued on September 20, 2021. 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 Co-ordinated Benefit Plans, LLC PO Box XXXXX, ***** FL XXXXX ********@cbpinsure.com cc: Nationwide Mutual Insurance Company Consumer Response /* (2000, 9, 2021/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After filing a Better Business Bureau complaint I did receive a check from them for the amount of the claim.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We purchased a travel insurance policy on May 19, 2021 (NWXXXX-XX) for a trip to Costa Rica. The cost of the policy was $1,595.80, which included necessary medical insurance for Costa Rica. Our trip was scheduled for July 20 thru July 30. On June 24, Jeff had a doctor's appointment and lab work. The lab work was received on June 28 and we were notified that he had alarmingly high blood sugar levels and an A1C over 14. He was prohibited from traveling. We contacted ******* for a claim form on June 29 and cancelled our trip. We submitted the claim (XXXXX) on July 2 and subsequent requested information on July 27. We have called multiple times to request a status and are told they are working on it or more often than not the phone goes unanswered. They state it takes 15 days to review a claim. It is been well over that time and we would like our $12,764 and at this point a portion of the $1,595.80 since we did need the medical insurance portion for Costa Rica.

  

  Business response

  09/28/2021

  Business Response /* (1000, 7, 2021/09/24) */ September 21, 2021 Mr. **** ********* Dispute Resolution Specialist Better Business Bureau Serving Central and South Alabama *********@csal.bbb.org Re: BBB Complaint ID#: XXXXXXXX Consumer: ******* ******* Claim No. XXXXX Dear Mr. ******** Thank you for your inquiry of September 9, 2021, regarding the above insured. After review of this inquiry, this claim was approved for benefits on August 30, 2021. The member expressed concerns of the claims processing time. In reviewing this matter, we show that the claim was approved for benefits on August 30, 2021, and the checks mailed on August 31, 2021. We contacted the member on the telephone and confirmed the original checks issued had not been received. Therefore, we reissued the check payments totaling $12,764.00 and sent them via overnight delivery on September 24, 2021. We apologize that we missed our goal processing time in this case, and hope this is responsive to the customer's concerns. If there are any additional questions regarding this matter, please contact me at XXX-XXX-XXXX x336. Sincerely, ******** ******* Compliance & Grievance Administrator Co-ordinated Benefit Plans, LLC PO Box XXXXX, Tampa FL XXXXX cc: Nationwide Mutual Insurance Company ******* International Consumer Response /* (2000, 9, 2021/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Co-ordinated Benefits Plans LLC sent us checks to reimburse the $12,764. The checks were received today.

*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. ↩