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Review from Jack E
1 star05/02/2024
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".Review from Gary P
1 star12/19/2023
Claim ******. The customer service and the ********************* adjusters have asked for information that is not relevant to my trip. They are not able to give me an answer on why they have not paid the claim. The customer service representatives can not get any information. I have requested that I want to escalate this and the customer representative says a supervisor will call, and they never do.I believe that this company is taking advantage of senior citizens by giving us the run around hoping we give up. I will make sure that all know that ******* international travel insurance is not for senior citizens!***********************
Co-Ordinated Benefit Plans, LLC Response
12/29/2023
December 29, 2023
Better Business Bureau Serving West *******
Re: BBB Review ID#: ******
Consumer: ***********************
Policy Number:*********
To Whom It May ********
We are in receipt of the above-referenced one-star review that the member submitted on December 19, 2023, regarding his claim with our office. Our records show that a member of our management team reviewed the claim, and contacted the insured both via email and telephone on December 20, 2023, and also notified the insured upon receipt of the information requested that the claim was approved for Trip Interruption benefits on December 20, 2023.
We understand and apologize that the members claim experience was not satisfactory. It is our goal to provide friendly, fast, and efficient claims service,and we are sorry that his expectations were not met. We hope that with the resolution of the claim,that his concerns were addressed appropriately. If there are any additional questions regarding this matter, please let us know.
Sincerely,
*******************************
Co-Ordinated Benefit Plans, LLC
cc: Nationwide Mutual Insurance Company
Review from Gilberto E
1 star09/27/2023
I had bad experience with this business. I bought a travel health insurance for my wife to cover her a health issue that could happen during her stay in *******. She had a stomachache during the flight and ******* ******** that end in a surgery. I spent around ******** dollars. I placed a claim to the insurance in that time I knew that the policy cover only the day if the flight till midnight. They denied the claim for that reason. My concern is why they don't say before the customer buy the insurance that the coverage is only during the flight and not during the customer destination stays and I very sure no one is going to buy it if they let them know. I think this is a fake way to sell a service that doesn't work. I write this review because I don't want this happen to anyone. When we buy a service like this is to have peace of mind just in case something unexpected happens, but this insurance is not for thatReview from Maleika M
1 star07/14/2023
Maleika M. I bought tickets to a concert in Montana for the last week of July 2023. I have several disabilities. The people I was supposed to go with it turned out that they befriended me as a joke and then all 12 of them started to bully me physically and on social media. I became scared to go to the concert afraid that I would be assaulted. I missed almost an entire week of work due to the anxiety and thoughts of suicide I was having. I realized my mental health and staying stay from possibly being assaulted from this group of bullies meant I needed to cancel my tickets. I contacted them and they refused me a refund even though my circumstances met their description. My mother then reached out on my behalf and they never even responded. RUN FROM PURCHASING ANY TYPE OF INSURANCE FROM THIS FRAUD OF A COMPANY! THEY SHOULD BE SHUT DOWN FOR RIPPING PEOPLE OFF!!Co-Ordinated Benefit Plans, LLC Response
07/27/2023
July 27, 2023
Better Business Bureau Serving West *******
**** ************************
**********, ** *****
Re: BBB Review ID ******
Consumer: ******* *
Claim No. ******
To Whom It May ********************* you for notifying us of the above-noted consumers review on your website. In reviewing this matter, our records show that the claim was not eligible for payment.
The consumer submitted a claim to our office on June 23, 2023,noting she could not travel to the destination because individuals who were bullying her online was going to the same event. The Trip Cancellation Provisions of the Plan the consumer purchased provides a benefit when a trip is cancelled due to a specified event listed in the policy. Unfortunately,the Plan does not include coverage for the reason the consumer listed as the reason for cancellation. We note that the consumer referenced to us in recent correspondence false advertisementand also expressed in her Better Business Bureau review that she was not satisfied with the outcome of the claim.
Respectfully,when the travel protection plan was offered in connection with the ********************** event tickets, it provided a link to the plan document prior to purchase that contained the pertinent Plan terms, conditions, and limitations that was used to review the claim. Additionally, following the purchase of the Plan, the consumer received an email with a copy of the Plan document. The Plan also contains a fifteen-day review period that allows a consumer to cancel the plan if they are not satisfied for any reason, provided the consumer has not filed a claim. Therefore, the terms of the policy was available for the consumer to review any time prior to or after the purchase of the Plan. Unfortunately, as the consumer did not provide documentation supporting her trip was cancelled due to a covered peril listed in the plan, it remains our position the consumers claim is not eligible for benefits.
We strive to process claims as quickly as possible to ensure the best possible experience for our clients and insureds, and we are sorry that the claim was not eligible for benefits. If there are any additional questions regarding this matter, please let us know.
Sincerely,
*******************************, Compliance & Grievance Administrator
Co-Ordinated Benefit Plans, LLC
cc: **************************************Review from Kendell M
1 star06/05/2023
In December 2022, my family's vacation came to a screeching halt when Southwest Airlines had a nation-wide system meltdown after a winter storm, canceling more than 15,000 flights. Our entire vacation was canceled. I immediately filed a claim with our travel insurance company (travelinsurance.com) with all supporting documents claiming our flight and non-refundable hotel costs. And then... NOTHING. I called twice to check on my claim and was told that it is processing and to wait about a week. No word from the company until April 2023. At that time, they asked for more documentation, which I provided. Today I received notice that the claim is being denied because I could not provide proof that the cancelation happened due to a weather event. The Southwest Airlines shutdown is the largest commercial airlines shutdown in the last two decades and this insurance company will absolutely deny any claims for coverage as if they do not understand what happened!Co-Ordinated Benefit Plans, LLC Response
06/14/2023
June 14, 2023
Kyle T
Better Business Bureau Serving Central & South Alabama
Dispute Resolution Specialist
*********@csal.bbb.org
Re: BBB Review#: ******
Consumer: Kendell M
Claim No. ******
To Whom It May Concern:
Thank you for notification of a One Star Customer Review, regarding the above insured. We are reaching out to the insured directly with an explanation of this matter. 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 December 27, 2022, and requested benefits when the member’s scheduled flight was cancelled by Southwest Airlines. In order to document the trip was cancelled due to a covered peril, documentation is needed to support the trip was cancelled due to a covered reason. This information was requested on April 25, 2023, and May 5, 2023. While the member indicated they would be contacting the airline to retrieve a statement regarding the cancellation of their December 27, 2022, flight, to date we have not received the documentation. Therefore, the claim was closed until such time the insured can obtain a statement from the airline.
Respectfully, the weather event (i.e. Winter Storm Elliott) occurred between December 21 – 26, 2022; 16,700 flights were cancelled by Southwest Airlines during the time period of December 21 – 31, 2022, due to a combination of severe weather, staff shortages due to the covid pandemic and an outdated computer system. While the Plan includes coverage if the common carrier has a complete cessation of services due to weather, staff shortages due to the covid pandemic and an outdated computer system do not represent a covered event that would trigger Trip Cancellation benefits. Therefore, it remains our position that a statement from Southwest Airlines that specifically addresses the reason the member’s flight was cancelled is required in order to process the claim.
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 M | Compliance & Grievance Administrator I
Co-Ordinated Benefit Plans, a subsidiary of One80 Intermediaries
cc: Nationwide Mutual Insurance CompanyReview from Shahron v.
1 star04/27/2023
In March 2022 I purchased travel insurance via the Squaremouth portal and received a policy that was in fact from Nationwide Mutual, travel division. The insured trip was to Puerto Vallarta, Mexico, departing Washington Dulles Airport on Janaury 31, 2023 with American Airlines and returning February 7 with American. Problems began with the Dallas-Fort Worth stopover due to an ice storm in Dallas, Texas, resulting in the cancellation of all southbound flights on January 31. After numerous passenger alerts and announced reschedules, American stated that they would be unable to get me to Puerto Vallarta until February 4. However, they could send me back to Washington, DC on February 1. Because the cancellation was weather-related, they were not obliged - and declined to offer - a hotel room for the night. This resulted in out of pocket expenses. The good news is that American Airlines refunded the full flight fare - although I would have preferred to have been in Mexico - so that I only needed to claim the hotel room, ground transportation and a meal with Nationwide. To that end, I submitted all the paperwork to Nationwide as I filed my claim. After two months of back and forth, Nationwide denied the claim because (a) the airline did not put in writing WHY the flight was cancelled - SERIOUSLY, SINCE WHEN DO AIRLINES DO THAT?, (b) the original itinerary with the cancelled flight - news flash! When an airline cancels or changes a flight, the original itinerary and associated ticket numbers change and are removed from your account, permanently. I submitted the updated itinerary but that was not good enough. What really annoyed me was that I was asking ONLY FOR THE HOTEL AND FOOD CHARGES, NOT THE AIRLINE TICKET BECAUSE AMERICAN REFUNDED THAT. As someone who takes 4-6 international trips/year, I will make certain that I NEVER AGAIN END UP WITH A NATIONWIDE POLICY. A warning to othres.Review from A. B.
1 star03/06/2023
If I could give them no stars that would be more accurate. Co-Ordinated Benefit Plans has had my claim since late November 2022 and has not refunded my hotel stay due to delay of trip (which is covered by their policy) I have sent them several emails as to the status of my claim and each time get a boiler plate answer that they are busy and need additional time or just get no response at all. The last response from them was 3/6/23 stating they just received my documents on 2/22/23 (which is a lie, they were uploaded when I made the claim in November 2022). Horrible customer service and turnaround times, as a Travel Agent I will never use them or recommend them to any of my clients. Buyer Beware!Co-Ordinated Benefit Plans, LLC Response
03/15/2023
Thank you for the opportunity to respond to this matter. Our records show that the member filed a Trip Interruption claim on November 21, 2022, and additional information was requested from the member via email on December 27, 2022. In light of the review, the claim was reviewed again, and partial payment was approved on March 15, 2023. A detailed letter explaning our review has been sent directly to the member. 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.Customer Response
03/15/2023
I never received an email for additional information and submitted all flight delay information and hotel receipt when I submitted the claim, the fact I will only get partial payment is absurd. I probably have more in interest than the original amount on my cc waiting for these fools to process my claim. Never ever get insurance through them! It is a scam & a rip off! I work for an international travel agent and have requested this company be removed from their offerings to clients!!!! They should be shut down.Review from Kimberly R
1 star01/11/2023
Just like everyone else who has posted here, I feel I have been scammed. I filed a claim and have not received any contact whatsoever. I’ve emailed through their “Contact Us” page twice, which promises a response within 48 hours, yet no one has ever responded. I realize businesses get busy and may be understaffed, but they could at least respond and acknowledge their customers. I didn’t want to, but I contacted an attorney today and may file suit. The attorney suggested I first file a complaint here with the BBB as well as with the states Attorney General’s office and the State Insurance Commissioner. I will be doing those tomorrow and I suggest you do as well. You’ll want to file those complaints both in your home state as well as the state of Florida, which is where this company is located. Best of luck to all of us.Review from Tammy S
1 star12/15/2022
I filed a claim with GoReady in September 5,2022, however CoOrdinated Benefits Plan is handling the claim. As of today December 15, 2022. Im still getting the automated email. The claim is still not completed. They keep asking for the same information. And I provided the information needed. Im sick of these people!! Please avoid this company for any of your ******************************** needsReview from Fran S
1 star12/07/2022
I filed a claim with CBP as an agent for Nationwide Ins (Luxury Cruise Ins policy) in May 2022. They asked for more info after 60 days. Claim denied 60 days later. I filed an appeal and they asked for more info info Oct 2022. I provided the info on Oct 12th. As of Dec 7th I have no response. I have called 3 days in a row, at their suggestion, and they indicate that their computers have been down for 3 days. I have now called Nationwide Customer Relations directly for support. No business should be run this way.
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