Business ProfileforCo-Ordinated Benefit Plans, LLC

Two cousins each purchased the same travel plan from Co-Ordinated Benefit Plans, LLC for a trip to ****** with a departure date in November 2023. A terrorist attack occurred On October 7, 2023 which caused the trip to be canceled. Both cousins submitted claims for policy premium refunds and a check was sent to one claimant, who then informed the other that a check was received in the mail for a refund in the amount of $250.00. The second claimant then called CBP to ask for the same refund. Within an hour an email, not a letter which CBP proposes, was sent to the first claimant informing her that the check was sent in error and a "Stop Pay" was placed on it. Obviously, the phone call from the second claimant triggered an audit and a ***** reaction of placing a "Stop Pay" was a quick act of damage control. Instead of taking responsibility for the error and sending a letter explaining that an error was made and, in the interest of placing the client first and maintaining a company image of fairness and integrity, would honor the check. The check had passed through all of the protocols and approval processes and was in the physical possession of the client. Responsibility for such errors should be taken by the company instead of a virtual "cover-up" of those who made the decision of placing the "Stop Pay" which is not in compliance with accepted business ethics.CBP would not specifically address this ethical issue but repeatedly quoted the 30-day prior to departure policy language that disallows a refund of which I informed them I understood and that was not my area of concern. I asked five times for an explanation regarding the manner in which the check issuance and "Stop Pay" was handled and the same response of not addressing that issue was given. An expectation of being treated ethically and fairly is apparently not within the culture of Co-Ordinated Benefit Plans, LLC which is underwritten by Nationwide Insurance Company. Not so much "On Your Side".