Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2025

  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 have been unsuccessful in the filing of a trip interruption travel claim with Travel Insured International. The dates in question are May 20-24, 2024. Location: *************, *****, ** ***** ******. The claim I have submitted is clearly one that is covered under this policy. I have submitted all the required, detailed receipts, clear explanations, medical verification, and all pertinent receipts, including credit card receipts. I have not been able to reach anyone at this company to help me, and have not gotten any calls back. Whenever I call, no one is there to assist.

  

  Business Response

  Date: 05/06/2025

  BBB Complaint ID: ********

  
  We understand the insured’s frustration and appreciate their patience as we conduct a full and comprehensive review of the claim. We have reached out to the insured in a phone call and explained what is still needed to process the Trip Interruption portion of their claim. Upon receipt of the documentation requested, the claim will undergo further review.

• Initial Complaint

  Date:04/25/2025

  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.

  Myself and two travel partners were to travel to ****** and purchased travel insurance through this company. When requesting a refund because the trip had to be cancelled, the company has been dragging their feet and requesting the same information multiple times. This has been going back and forth since February. Our reasons for cancelling were covered by the insurance but they are ignoring our requests or merely asking for the same information time and again.

  

  Business Response

  Date: 04/29/2025

  The insured’s claim was completed on April 18, 2025, at which time a letter was sent to them by mail and by email. Additional attempts were made to contact the insured to discuss the claim. Unfortunately, as the trip was cancelled weeks before the cause of cancellation occurred, the claim reason is not eligible for review. Additionally, the insured advised that the initial cause for cancellation was due to a job change which is not a reason covered by this benefit. While we sympathize with the insured, all claims are subject to the terms and conditions of the coverage purchased. 

• Initial Complaint

  Date:03/17/2025

  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 purchased travel insurance in August of 2024. I have cancelled my trip during December of 2024. I had cancelled within a timely manner and have followed all guidelines, yet have not received any refund.

  

  Business Response

  Date: 03/20/2025

  BBB Complaint ID: ********

  
  The insured’s claim was initiated on January 08, 2025, at which time a list of the documentation required to the review the claim was sent to the insured. After verification that the insured was claiming under the Cancel For Any Reason benefit, partial information was received. Additional requests were sent to the insured and to the Travel Supplier for outstanding information. The remaining information required for the claim review was received on March 17, 2025, and the claim was paid according to the terms and conditions of the plan purchased, on March 18, 2025. We appreciate the opportunity to address the insured’s concerns and complete the claim.

• Initial Complaint

  Date:03/10/2025

  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 purchased travel insurance from Travel Insured International through ****, for a trip I had booked to **** *** ***** on February 11-14, 2025. On February 8, 2025 I began to feel ill and on February 10, 2025 my symtoms were getting worse, so I went to my health care provider (****** ****) and was diagnosed as having a viral infection. I then reached out to ********* ******** to get information on options for cancellation, and at that time I was advised that my flight was already available for cancellation and a refund, due to incelement weather. Therefore, at that time I opted to cancel my flight, and file a claim with Travel Insured International for a full refund of my flight in the amount of $238.88, which was done on February 11, 2025. Since February 11, 2025, I have received several emails from Travel Insured International stating my claim has been received, but I have not received any Refund or update of the processing of a refund, and all documentation has been submitted.

  

  Business Response

  Date: 03/12/2025

  BBB Complaint ID: ********

  
  Unfortunately, documentation and information required to complete a full and comprehensive review of the claim has not been provided. We have attempted to reach the insured by phone and email to provide clarification on what is pending to complete the claim review. Please contact our office to discuss your claim.

• Initial Complaint

  Date:02/27/2025

  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.

  The date of the original transaction was 11-14-2019. I purchased travel insurance for $206.00 dollars for a trip with ********** cruises called the ***** ******, through *********** and *******. The benefits included medical, evacuation, travel delay, etc. The trip was postponed originally due to covid, the trip was then delayed due to ********** cancelling the March cruises, since I was employed as an educator (my spring break is in March) I could not attend the April cruises that they offered. I retired June 2024 so I scheduled the trip for April 11, 2025. Travel Insured changed the date of travel as I requested. Then ********** cancelled the April 11, 2025 cruise and I was rescheduled on to the April 18, 2025 cruise a week later. I agreed to this rescheduled trip. I called Travel Insured to change the date forward by one week and they refused and said I could not change the date and I could not be refunded. This makes no sense and is highly unethical, and simply rude.

  

  Business Response

  Date: 03/07/2025

  *** ********* *** ********
  The insured purchased a cruise with ********** cruises for travel in 2020 which was cancelled and postponed due to Covid. As a good faith gesture, we advised the insured that we can issue a voucher to be used within 3 years of the issue date of November 14, 2019. We reissued the plan for travel dates of March 23, 2021, through April 2021, in April of 2020. This cruise was subsequently cancelled again by **********. The insured’s travel agent contacted us in March of 2021 to change the dates of the policy again to March 22, 2022, through March 31, 2022. On March 16, 2022, we were contacted again regarding a change and updated the trip dates to March 21, 2023, through March 30, 2023. We were contacted again on November 22, 2022, to modify the trip dates again to March 23, 2023, through April 1, 2023. On March 20, 2023, insured contacted us again to advise that the cruise/trip was postponed again and would be contacting us back to change the dates once it is rescheduled. On October 20, 2023, insured contacted us to update the travel dates to April 4, 2025, through April 12, 2025. On October 31, 2024, insured contacted us again to change the dates to April 11, 2025, through April 19, 2025, and advised when she called in the previous October of 2023, she wasn’t sure of the exact dates and gave her best estimation at that time. We were able to make the change to the new travel dates even though the 3 years had passed and sent the updated confirmation of benefits with the new travel dates of April 11, 2025, through April 19, 2025. The insured contacted us again on February 19, 2025, looking to change the dates again by a week as the cruise was rescheduled. We advised the insured at this time that the Policy expired in 2023, and we are unable to adjust the dates any further. The plan does provide a FOURTEEN DAY LOOK: which states: “If You are not satisfied for any reason, You may cancel insurance under this Policy by giving the Company or the agent written notice within the first to occur of the following: (a) 14 days from the Effective Date of Your Insurance; or (b) Your Scheduled Departure Date. If You do this, the Company will refund Your premium paid provided no Insured has filed a claim under this Policy.” We apologize for the insured’s experience, however we are unable to process the premium refund as stipulated in the plan.

• Initial Complaint

  Date:02/24/2025

  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.

  In 2022, I booked a cruise to ****** with my wife and 8 other individuals on ********* ****** ****, scheduled for June 2023. In March 2023, I underwent an unexpected kidney transplant surgery. Following medical advice from my surgeon and transplant nephrologist, I was advised not to go on the cruise as it was too soon after the surgery, and I required frequent medical check-ups. Travel Insurance requested several documents, which I provided. They asked for a cancellation document from ********* ****** ****, but the cruise line informed me that they do not issue cancellations unless the entire trip is canceled. I communicated this to Travel Insurance and provided the original booking showing both my wife and me, along with the revised booking showing only my wife. They also requested the same information from the travel agent, which I had already sent to Travel Insurance. Every document requested by Travel Insurance was sent, but they kept requesting more documentation. Again, they received everything they requested. Since my claim was not being resolved, I periodically contacted the Insurance company and received emails stating the claim was still under review. In December, I called the Insurance company and was informed that the claim was closed in May due to missing information from the travel agent within the 15-month period from the date of the trip. I explained that I had submitted the required information within the 15-month period, but they stated there was nothing they could do. I requested to speak with a manager but never received a call back. I believe the claim process was not handled appropriately and that the claim should have been paid. I am being penalized because ********* ****** **** does not issue a cancelation document, but merely a revised booking document. This has been dragging on and on and then the insurance company claimed they had not received the documentation in a timely fashion.

  

  Business Response

  Date: 02/28/2025

  We apologize for the frustration encountered and the delay in completing the claim review. Payment in the amount of $2480.42 has been made for the prepaid non-refundable trip costs.

  Customer Answer

  Date: 03/04/2025

  
  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:01/30/2025

  Type:Billing 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.

  Bought travel insurance. Filed claim in October of 2024 and insurance company has yet to respond

  

  Business Response

  Date: 01/31/2025

  Complaint ID: ********

  
  The claim submitted in October was filed under the wrong policy number. We had been attempting to verify the correct information since that time. After speaking with the insured today, the error was realized, and payment was issued for the Cancel For Any Reason benefit for the insured’s cancelled trip, under the policy purchased to insure the arrangements. Additionally, a direct phone number was provided to the insured to reach our office directly with any additional questions or concerns. We apologize for the inconvenience experienced by the insured and appreciate the opportunity to resolve the claim.

  Customer Answer

  Date: 01/31/2025

  
  Complaint: ********
  
  I am rejecting this response because: I appreciate the company paid the claim. However, contrary to what the company states they only were responsive to my repeated inquiries after I filed a complaint with the BBB. I thank the BBB. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/04/2025

  Complaint ID: ********
  
  We regret that the insured’s experience was not satisfactory and appreciate the opportunity to resolve the claim.

• Initial Complaint

  Date:01/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel insurance including trip delay/interruption. I had two delays, 1 on the way to my trip due to a hurricane and 1 on the way home due to weather from said hurricane. I was stranded in another city overnight due to the delay on the way home and almost missed my trip in general. I never received any phone calls after filing my claim and just received a direct deposit for an amount I did not agree. I requested a response including a demand for payment or a phone call within 30 days and still no response. I have worked in claims almost 20 years and this by far is the worst claims company I have ever paid or dealt with. They should be refunding the purchase price of the insurance if they are not going to pay or provide me with an explanation of a claim denial.

  

  Business Response

  Date: 01/24/2025

  BBB Complaint ID: ********

  
  The information provided for the insured’s claim review indicates the insured’s flight was cancelled on August 04, 2024, resulting in additional expenses incurred as well as unused travel arrangements. Payment for the additional car rental charge, gas expense, food expenses and the unused hotel was reimbursed on October 22, 2024. We have not received information regarding a second delay. The insured was called on October 22, 2024, to discuss the payment; however, they were unavailable and so a voice message was left. Additionally, we attempted to reach the insured on January 21 and 23, 2025, but unfortunately have been unable to reach them. If the insured has additional information to submit, we ask that they contact our office directly.

• Initial Complaint

  Date:12/05/2024

  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.

  Last August 13,2024 I purchased a travel insurance for my ****** trip for October 13-26, 2024. A day prior to my trip (October 12), the airline company messaged me that my trips was cancelled and I was rescheduled for October 14. When I came back from my vacation, I filed a claim to Travel Insurance International about losing my one night hotel due to rescheduling. The travel insurance ask me to submit all the proof requirements and I did submitted it. They denied my claim stating that the airline contacted me prior to my flights and I tried explaining to them that I wasn’t asking for the delayed travel compensation, all I wanted is the one night hotel reservation that I had lost because of the rescheduling. My hotel stay is covered under my insurance plan and their alibi is because the airline contacted me which has nothing to do with the hotel reservation.

  

  Business Response

  Date: 12/05/2024

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

  
  The insured was scheduled to depart on October 13, 2024. Unfortunately, the insured received notice from the airline on October 12, 2024, that the flight was rescheduled for “operational reasons”. According to the Effective Dates outlined in Section II of the plan document, the only benefit in effect at the time of the flight cancellation was the Trip Cancellation benefit. Flight cancellation due to “operational reasons” is not a listed covered reason under this benefit and so the claim is not eligible for payment. The expenses claimed were reviewed under the Trip Delay benefit which provides reimbursement for expenses claimed due to a Common Carrier delay; however, as the insured was not enroute to their Covered Trip at the time of the flight cancellation, this benefit was not in effect. While we sympathize with the insured’s situation, we are required to review all claims according to the terms and conditions of the covered purchased.

  Customer Answer

  Date: 12/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Again and again, I told them that I am not asking for trip cancellation or delay compensation. All I am asking is t reimburse me with the 1 night hotel and the Lyft taxi payment which is covered under my plan. They keep giving me alibi about the airline rescheduling.

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

  

  Business Response

  Date: 12/10/2024

  BBB Complaint ID: ********
  
  In order to reimburse a claim, the reason for the claim must be listed under a benefit of the plan. As previously advised, the Trip Cancellation does not provide reimbursement for expenses or arrangements unused due to your flight being rescheduled for “operational reasons”. Unfortunately, the other benefits which provide reimbursement for expenses were not in effect at the time of the flight cancellation. As the reason for your claim is not listed under the Trip Cancellation benefit, your claim is not eligible for reimbursement.

  Customer Answer

  Date: 12/19/2024

  The last message the Insurance company said that the reason for denying my claims was because my airline rescheduled my flights. 
  The reason the airline rescheduled my flight was because it was canceled on October 13, 2024 and the airlines rescheduled it for October 14. Also what I have told them that the one night hotel accommodation and the **** taxi compensation is what I am asking for my claims.

• Initial Complaint

  Date:12/02/2024

  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.

  We used Insured Travel International as it was recommended by our travel group for a soccer trip to the **. I have had nothing but issues with them. I constantly have to call to get updates and they say they have to reach out to their various departments to get back to me. The last time I sent them documents from my physician and therapist for my medical claim was on 10/17/24 and I have heard nothing back. Every time I call they have to have someone else call me back. I want my money back for the land package of $13,160 for my family of four. We never got to ****** as our plane was delayed and cancelled in the ************ airport where we spent 3 days and 2 nights. My family has mental health issues as well as we were developing stomach issues during the trip and cancelled. The insurance paid us $2,000 towards the $13,160 claim stating the plane eventually got there. They disregarded our health and our physicians letters. In addition, I'm looking for $135.82 for tickets to the ***** ** ****** that we completely missed and the travel insurance is telling us the group selling the *** tickets have up to a year to refund! ***! I will NEVER use this company again - both the soccer travel group (whose invoices were excel spreadsheets, nothing official) and this travel insurance group.

  

  Business Response

  Date: 12/05/2024

  BBB Complaint ID: ********

  
  We understand the insured’s frustration and appreciate their patience as we conduct a full and comprehensive review of the claim. Currently, we are pending the hotel invoices as well as information from the insured’s travel agent. Upon receipt of the documentation requested the claim will undergo further review.

  Customer Answer

  Date: 12/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I sent them the hotel charges on 8/4/2024. I am tired of them telling me they need more time and more documents. It's an excuse to waste more time and put me aside hoping I will just give up and not take their lousy $2,000 offer. I just sent them the hotel receipts again. However, the hotels were already reimbursed on one claim. I'm looking for reimbursement from the ** trip itself. Costing us $13,160 from ********** ****** that will not refund us and also for the $135.82 from the ***** ** ****** tickets as we missed our tour due to the 3 day delay. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 12/17/2024

  BBB Complaint ID: ********

  
  We appreciate the insured’s patience as the claim review was conducted. Unfortunately, due to numerous flight delays and cancellations because of maintenance and staffing issues, the insureds were prevented from arriving to their destination on the date scheduled. While in the process of waiting for a rescheduled flight, the insured’s canceled their trip due to illness and the ongoing flight delays. Unfortunately, the medical condition which caused them to ultimately cancel their trip is not covered by this plan. Furthermore, the reasons for the delays and flight cancellations are only covered under the Trip Delay benefit until the date of cancellation. Payment has been calculated and the insured has been provided a letter thoroughly explaining the claim decision. Additionally, we have made several attempts to reach the insured by phone to discuss the claim. While we regret the insured’s inconvenience and frustration and sympathize with their situation, we are required to review all claims according to the terms and conditions of the coverage purchased.

  Customer Answer

  Date: 12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: First of all they did NOT leave several messages with me or my husband. They left one on 12/16/24 at 4:30pm and WE called 4 times the next day before she finally called us back. Spending 3 days and 2 nights in the Philly airport and developing anxiety and stomach issues were not good "enough" for our claim. The rest of the team that went missed out on going to the ****** entirely. In addition, getting home they were all delayed and didn't make it home until a day or two later than scheduled. We couldn't risk that. It's crazy to me why I even bothered to spend any money on travel insurance. Especially when a member of the travel group in our ****** *** put in writing for those of you not continuing the trip can be reimbursed by the airline and for the land package with your travel insurance that THEY  recommended.  All lies! I just was told that the insurance OVERPAID us by $132.43 according to our benefits.  Hmm here's the math - spent $13,000 on a land package that was insured but get $2,000.  I don't see where they overpaid. I see where I paid for travel insurance that did nothing for me!!! 

  I will never use this company again that was recommended by ********** ******. I highly recommend you avoid both these companies! 
  
  Sincerely,
  
  ******** ********