ComplaintsforApril Travel Protection
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Complaint Details
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Initial Complaint
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I was going to attend *********** in ************** ** last summer. They put me through the ringer after I was thrown from a horse and made me jump through all of these hoops to get my money back. First they said to file a complaint I had to upload my documents to their portal which did not work. Then they said I could email them all of my documents so I did that and heard nothing back. When I reached out a couple of weeks after someone new responded saying that they didn't accept documents through email so I had to mail the documents in. So I went to the post office in December 2021 to have the papers mailed to them but never heard anything back. I had given up on it until I heard many other people had experienced the same issues I did and I refuse to allow a company to keep the money I have worked really hard for during this pandemic. On Monday Jan 24, 2022 I finally heard back from them saying that my claim had been processed but I never heard anything back and did not receive my money back!Business response
09/13/2022
September 10,2022
Better Business Bureau Serving Southeast ******* and *************
4411 *************
***************, ** 33407
RE: Complaint ID: 17795575
Claim Number: 3793041
Insured: Asia ********
Policy Number: FBTCO470973455
Policy Type: Event Cancellation
Date of Loss: June 30th, 2021
Insurer: ************************************** Company
We are in receipt of the above referenced complaint that was submitted on August 29th, 2022, and in reference to the above captioned claim, adjudicated by **********. ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ************************************** Company to process claims.
In this complaint, ******************** expressed displeasure with the claims process and the length of time taken to resolve her claim. We have reviewed our file materials and we offer the following in response.
On June 24th, 2021, notice of this loss was received in the ********** office. An acknowledgement letter was sent to ******************** confirming receipt of the claim and the list of required documentation needed in order to consider the claim for coverage on the same day. On June 25th, 2021, ******************** began submitting supporting documentation to her file via email.
On June 25th, 2021, the claim was assigned to a licensed adjuster for review. On June 28th, 2021, the claim was reviewed by the licensed adjuster and it was determined that additional documentation was needed in order to review the claim for coverage. An email was sent to ******************** on June 28th and June 30th, 2021, requesting the following items:
Completed and signed claim form
Physician statement indicating the nature of the illness/injury, onset date of illness/injury and the first date of treatment.
On June 30th, 2021, ******************** submitted a copy of the completed and signed claim form via email. On
July 6th, 2021, the claim form was reviewed by the licensed adjuster and another email was sent to ******************** requesting the final pending document needed to review her claim for coverage:
Physician statement indicating the nature of the illness/injury, onset date of illness/injury and the first date of treatment.
On July 29th, 2021, a closing letter was sent to ******************** due to lack of response as ********** had not received all of the required documents to date, to make a final decision within the required timeframe.
On January 5th, 2022, ******************** provided the completed and signed Attending Physician statement to fulfill the last pending document required to adjudicate her claim. ********** acknowledges that there was a delay in the review of the submitted document which occurred on January 24th, 2022, and for this we sincerly apologize. Upon review of the documentation submitted, the licensed adjuster determined that the loss was eligible for coverage.
Payment in the amount of $398.76 was requested on January 24th, 2022. There was a delay with the approval of the check, which occurred on February 7th, 2022, and ********** would like to apologize for that as well. The check mailed out to ******************** on February 8th, 2022.
Upon receipt of this complaint,our records confirmed that the check issued to ******************** had not been cashed and therefore staledated after 180 days. On August 30th, 2022, ******************** was contacted by telephone and advised of the stale date. ******************* confirmed that the address we had on file was correct and a check was reissued on August 31st,2022. The licensed adjuster also emailed ******************** to advise of the re-issued check. To date, ******************** has not cashed the re-issued check.
If you have any questions, please contact me at the number listed below.
Respectfully,
*************************
Director of Claim Operations
************
**************************Initial Complaint
06/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
on Jan 5th 2022 i purchased a travel protectrion plan with **** Travel *********, for an upcoming cruise at the end of ******** ********* was purchased for my family of 4. On our trip back from ther cruise, our connecting flight was cancelled due to weather related conditions. There were no outgoing flights for 48 hours so we then rented a vehicle and drove 6 hours to get home that night. I notified April Travel the next day of the connecting clight cancellation and submitted the appropriate claim forms On Feburay 7th. Since then I have submitted all the rcpts form the rental car and gas as well as the xtra expense to feed my family in the 6 hour trip home. I have sent them the cancellation from southwest, as well as a letter form southwest per their request advising it was weather related ( not voluntary). I have sent every voucher from Southwest (which can not be used so im out that money anyway) I've sent the text that shows the cancelled flight. All im asking for is reimbursement for the rental car as we well as the gas and meal expense that we endured, I understand i'm out the flight reimbursement. I have contact April every 2 weeks since february 7th most recently june 10th. They do not return calls, it now appears i have been reassigned to a new claim handler who also doesnt respond, they keep asking for the same proof over and over and refuse to make payment, when my policy clearly should cover the extra expense we endured. The grand total im looking for is $267.76 ( car rental, meal and gas), and i can not get them to respond.its been 4.5 months now.Business response
06/29/2022
June 29, 2022
Better Business Bureau
Attn:Anouska Delicat
4411 ********************************************************************************
RE: Complaint ID: 17459938
Our File No.: 3936574
Insured: *********************************
Policyholder: ******* Guerrieri
Policy Number: 1ACNYTI1247697
Date of Loss: February 4, 2022
Type of Loss: Trip Interruption
Insurance Company: ******************
NAIC No: 11231
Dear Ms. **************
Broadspire *************** a subsidiary of ******** & Company, is the third party administrator assigned to act on behalf of ******************, to process claims.
We are in receipt of the above referenced complaint that was issued to Broadspire *************** dated June 22, 2022.
In this complaint,************************************* expressed displeasure with the length of time it has taken to complete the processing of her claim and the lack of response from her adjuster. We have reviewed our claim file and offer the following in response.
On February 8,2022, notice of this loss was received at ********** and the processor contacted ********************** via email requesting the following documents to process the claim:
1. Completed claim forms (signed and dated)
2. Complete Travel Itinerary (Example: flight schedule, hotel confirmation or tour/cruise
itinerary)
3. Proof of payment(s) for the trip (Example: itemized travel invoice, e-ticket or paper ticket, hotel charges, service fees and other accommodation expenses or credit card statements)
4. Confirmation of the reason for the Trip Cancellation,Interruption, Delay or Missed Connection (Example: completed physician statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss)
5. Cancellation letter from tour operator/agency (with cancellation policies)
6. Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
7. Documentation showing any refunds (if applicable)
We received notification of documentation submitted on February 8, 2022, and the claim was assigned to a licensed adjuster. On March 10, 2022, the adjuster reviewed the claim and contacted ********************** via email requesting the following documents:
Documentation confirming cancellation from the common carrier.
We received notification of additional documentation submitted on March 10, 2022. The adjuster reviewed the claim and contacted ********************** via email requesting the following documents to process the claim:
Documentation confirming cancellation from the common carrier.
We received notification of additional documentation submitted on March 31, 2022. Due to circumstances beyond Broadspires control, there was a delay in processing claims and the claim was reassigned to a new adjuster. On June 9, 2022, the new adjuster reviewed the claim and contacted ********************** via email requesting the above referenced documents. We received notification of additional documentation submitted on June 10, 2022. On June 23, 2022, the adjuster reviewed and processed the claim. Check number ********** in the amount of $267.76 was sent to ********************** via US mail.
********** sincerely regrets the delay and inconvenience that this claim process has caused to **********************.
Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
Respectfully,
*************************
Team Manager
Broadspire Services
Phone: ************
Email: ***************************Customer response
06/30/2022
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
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a travel insurance claim (#******* for $448.90) for my minor child over two years ago (3/21/2020) due to illness. I finally received a response on 7/1/2020 that my claim cannot be paid while the airline was still offering a credit for the cancellation. That credit expired after two years, and on 4/20/2022 I uploaded documentation from the airline that the credit had expired, and requesting that the claim be paid out. I was told that my claim was assigned to *********************** (Adjuster Supervisor), whom I have called nearly every day for the past month without a response. I was escalated to her supervisor, *********************** (Account Executive) for whom I have also left voice messages nearly every day without a response. I was escalated again to ************************* (VP of Claims), who has also not responded. The phone is always answered promptly by claim intake personnel who have no visibility into the claim processing, and have no power to help me in any way other than trying (unsuccessfully) to escalate my claim. I have wasted countless of hours of my time just trying to have my claim processed. I have never in my life been so blatantly ignored by any organization.Business response
05/25/2022
May 25, 2022
Better Business Bureau
Attn:Anouska Delicat
4411 ********************************************************************************
RE: BBB File Number: 17235838
Complainant: *** Bouret
Insured: *************************
Policyholder: *************************
Policy Number: 3GCVTI0879360
Date of Loss: March 21, 2020
Type of Loss: Trip Cancellation
Insurance Company: ******************
Our File No.: 3574526
Dear Ms. ****************** are in receipt of the above referenced complaint that was issued to ************************** dated May 20, 2022, and in reference to the above captioned claim, adjudicated by **********. ************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ******************, to process claims.
In this complaint, Ms. *** Bouret expressed displeasure with the length of time it has taken to complete the processing of her sons claim. We have reviewed our file materials and we offer the following in response.
On ********************* of this loss was received at ********** and the claim was assigned to a licensed adjuster. On March 30, 2020, the adjuster reviewed the claim and reached out to **************** via email requesting the following documentation:
Completed claim forms (signed and dated)
Complete Travel Itinerary (Example: flight schedule, hotel confirmation or tour/cruise Itinerary)
Proof of payment(s) for the trip (Example: itemized travel invoice, e-ticket or paper ticket, hotel charges, service fees and other accommodation expenses or credit card statement)
Confirmation of the reason for the Trip Cancellation, Interruption, Delay or Missed
Connection (Example: completed physician statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss)
5.Cancellation letter from tour operator/agency (with cancellation policies)
6. Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
7.Documentation showing any refunds/credit vouchers (if applicable)
We received notification of additional documentation submitted on April 9, 2020. On April 16, 2020, the adjuster reviewed the claim and reached out to **************** via email requesting documentation confirming the expiration date of the credit issued by the carrier. We received notification of additional documentation submitted on Aprril 17, 2020. The adjuster reviewed the claim and confirmed *************** received credits for the airfares for one year, with an expiration date of March 14, 2021, and the Airbnb reservations were fully refunded. On April 17, 2020, the adjuster reached out to **************** requesting confirmation of whether she used the credits issued by the carrier. On May 11, 2020, the adjuster noted the file advising the claim was pending confirmation from *************** of whether she used the credits issued by the carrier.
On July 1, 2020,the adjuster mailed and emailed a deferment letter to **************** advising that we were not able to extend coverage and therefore closing the claim due to the Airbnd providing a full refund for the reservation and the airlines issued credits with an expiration date of March 14, 2021. We received notification of documentation submitted on April 20, 2022. Due to circumstances beyond Broadspires control, there was a delay in processing claims. On May 19, 2022,the adjuster reviewed the claim and reached out to **************** requesting documentation confirming the credit had expired and was not used. We received notification of additional documentation submitted on May 20, 2021. On May 23,2022, the adjuster reviewed and processed the claim. Check number ********** in the amount of $448.90 was sent to **************** via ** mail.
********** sincerely regrets the delay and inconvenience this claim process has caused to ****************.
Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
Respectfully,
*************************
Team Manager
Broadspire Services
Phone: ************
Email: ***************************** us why here...Initial Complaint
04/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I filed a claim with April Travel Protection (now named Broadspire) back in July of 2021. I have submitted everything they requested and they still will not give me any reimbursement for my trip delay. I have been actively ignored by my adjusters and was told by several agents that my claim is by far the longest outstanding claim they have. I am reaching out to the BBB because I have no idea how to get ahold of their business to finilaze my claim and am becoming suspcious they are a fraud.Business response
05/05/2022
May 5, 2022
Better Business Bureau
4411 ************************************************************************** 33407
RE:BBB File: 17111978
Insured:****** Giuseponi
Policyholder:****** Giuseponi
Policy Number:APR CHO-3GCVSM1023405
Date of Loss:June 27, 2021
Type of Loss:Trip Interruption
Insurance Company:******************
Our File No.:3825540
Dear Dispute ************************************************************** a subsidiary of ******** & Company, is a third party administrator assigned to act on behalf of ******************, to process claims.
We are in receipt of the above referenced BBB Complaint that was issued to ******************, dated April 26, 2022, and in reference to the above captioned claim, adjudicated by **********
In this BBB Complaint, **************** Giuseponi expressed displeasure with the length of time it has taken to complete the processing of his claim and the lack of response from his adjuster. We have reviewed our claim file and offer the following in response.
On August 17, 2021, notice of this loss was received at ********** and the processor reached out to ********************** via email requesting documentation to process the claim. We received notification of documentation submitted on August 23, 2021 and the claim was assigned to a licensed adjuster. On August 31, 2022, the adjuster reviewed the claim and reached out to ********************** via email requesting the following documentation:
1.A Completed Claim Form
On September 23, 2021, the adjuster reached out to ********************** via email advising we had not received the requested documentation, and to please submit to process the claim. On October 15, 2021, the adjuster reached out to ********************** via email advising we had not received the requested documentation, and to please submit to process the claim. On November 16, 2021, the adjuster reached out to ********************** advising we were closing the claim due to the lack of documentation and to please submit the above listed documentation re-open and process the claim.
We received notification of additional documentation submitted by ********************** on December 4, 2021. On December 21, 2022, the adjuster reviewed the documentation and reached out to ********************** requesting the following documentation:
1.Documentation confirming the reason for the delay and a signature on the Claim Form.
On January 31, 2022, the adjuster reached out to ********************** via email advising we had not received the above listed documentation and to please submit to process the claim. On February 9, 2022, the claim was reassigned to another adjuster. On March 3, 2022, the claim was reassigned to a new adjuster. On March 8, 2022, the adjuster reached out to ********************** via telephone and advised we needed the above listed documentation to process the claim. Regretfully, that adjuster resigned and the claim was reassigned to another adjuster. On March 30, 2022, the new adjuster reviewed the claim and reached out to ********************** via email requesting the following documentation:
1.Documentation showing the reason for the delay and a signature on the Claim Form.
2.A completed Physician Statement confirming the positive COVID-19 results.
On April 12, 2022, the adjuster had a telephone conversation with ********************** referencing the documentation that was outstanding from ********************** to process the claim. ********************** advised that he would be uploading the requested documentation to our ************ Portal. We received notification of additional documentation submitted on April 12, 2022. On April 29, 2022, the adjuster reviewed and processed the claim. Check number ********** in the amount of $771.31 was sent to ********************** via ** mail.
We apologize for the delay in processing this claim and the inconvenience it has caused to **********************.
Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
Respectfully,
***********************
Team Manager
Broadspire Services
Phone: ************
Email: **************************Initial Complaint
04/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have tried multiple times to file a claim for our trip and many attempts to make contact and never heard back.Business response
05/15/2022
We are in receipt of ****************** complaint number ********. We have attempted to reach out to her multiple times via email and voice mail. We will be happy to initiate a claim of reimbursement consideration for her, however we need to obtain further information.
Kind regards,
***********************
Customer response
05/19/2022
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
01/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This travel insurance policy is an absolute atrocity. They should be dissolved based off their customer service ALONE. I have been trying to seek a refund based off of my insurance policy and I am yet to receive an email back or to even reach customer service representative. I, fully willing to be on hold for multiple hours, was calling them days before, day of, and after my event. The line will keep you on hold until EXACTLY 1 hour before it automatically hangs up on you. You will never get the chance to speak to a representative because, at 60 minutes exactly, you are cancelled and have to repeat the process over again and shoved to the back of the line to be dropped again 60 minutes later. That is if you follow the menu: "Request Refund -> event is within two weeks". If you follow the menu option to speak to customer service representative, the call is immediately ended. Then if you do further digging, they will provide options "call our customer service", "file a claim via email", or "chat with an online representative". First off, the email provided on your insurance documentation that accompanies your ticket confirmation is different than that which is provided during the 60 minute hold time. Secondly, I have viewed every page and clicked every hyperlink on their website and there is NOT A SINGLE OPTION for an online chat with a representative. This "insurance" is an absolute FRAUD!Business response
02/14/2022
We are in receipt of Ms. *******’s complaint and welcome the opportunity to respond to her concerns. We apologize for the extended call wait times as Ms. ******* tried contacting us during peak hours just days before a large event.
Ms. ******* did send an email on December 29, 2021. We responded to it on January 8, 2022, requesting her supporting documentation and letting her know we’d be happy to initiate a claim. We received no response from Ms. *******. The same email was resent on January 24, 2022, and again, no response from Ms. *******.
We have attempted to phone Ms. ******* multiple times over the last month (including today) and have been unable to leave a voicemail as her mailbox is “full.” She is still welcome to initiate a claim of reimbursement consideration. The email that we sent advises her of the documentation she needs to provide. Once these are received, we will be able to move forward with her reimbursement claim.Customer response
02/15/2022
Complaint: 16490475
I am rejecting this response because: I am appalled by this bold faced lie from a BUSINESS! I have received ONE email from them in which they asked to see proof of covid testing, which I sent them immediately. I then continued to follow up on a weekly, and sometimes daily basis with absolutely no response. I was also provided a different email address on the information that came with my ticket and the email address that was being repeated while on hold, so I even made sure to address them both so nothing got lost. I have also not received A SINGLE call from them.
Sincerely,
****** *******Initial Complaint
12/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 10, 2021, I purchased Trip Travel insurance, policy numbers 45PPTI106844101/2. for a trip for my wife and myself, during the dates of August 24, 2021, to September 4, 2021. Due to an unforeseen medical condition and in accordance with my doctor's advice, I had to cancel the trip . on August 22, 2021, and I filed for a refund of my expenses: * 2 adult tickets to Disneyland Resort in Anaheim, California * 2 non-refundable airline tickets from Los Angeles, CA to Maui, HI, booked on United Airline * 2 non-refundable airline tickets from Maui, HI to St. Louis, MO, booked on United Airlines. United Airlines unexpectedly refused to forfeit the credit on the tickets and Goready refused to commit in an official letter, as they had done in the attached email, that when the credit expires without using it I will be paid. I was paid for the Disneyland ticket but I refused to cash the check and accept it as the final settlement.Business response
12/17/2021
December 17, 2021
Dispute Resolution Department
Better Business Bureau
503 Oak Place, Suite 590
College Park, GA 30349
RE: Case ID: 3829579
BBB File: 90660857
Insured: Aharon Chezrony
Policyholder: Aharon Chezrony
Policy Number: 45PPTI1068441
Date of Loss: August 23, 2021
Type of Loss: Trip Cancellation
Insurance Company: Starr Indemnity & Liability Company
To Whom It May Concern,
We are in receipt of the above referenced complaint that was submitted on December 8, 2021 and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Starr Indemnity & Liability Company, to process claims.
In this complaint, Mr. Chezrony expressed displeasure with the outcome of his claim. He was not reimbursed for the cost of his cancelled airfare, as he has a flight credit with Unitd Airlines that is valid for future travel. We have reviewed our file materials and we offer the following in response.
On August 24, 2021, notice of this loss was received in in the Broadspire office. The claim was assigned to a licensed adjuster on August 26, 2021. The adjuster reviewed the claim documents on August 29, 2021.
The adjuster reached out to Mr. Chezrony on August 29, 2021 via email advising that we needed the documents below to complete the processing of his claim:
Completed claim forms
Confirmation of the reason for the Trip Cancellation, Interruption, Delay or Missed Connection
Cancellation letter from tour operator/agency (with cancellation policies)
Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider
Documentation showing any refunds (if applicable)
On August 30, 2021 and September 4, 2021, Mr. Chezrony submitted additional documents for review. The adjuster reviewed the documents on September 11, 2021. An email was sent to Mr. Chezrony the same day advising that the documents below were still outstanding:
A copy of the original travel itinerary showing passengers name and the cost for the travel itinerary.
Proof of payment for the airline tickets and Disneyland
The adjuster mailed a letter to Mr. Chezrony on October 5, 2021 and November 5, 2021 requesting the outstanding documents. Mr. Chezrony submitted additional documents on November 17, 2021. The adjuster reviewed the documents on November 22, 2021 and sent Mr. Chezrony a letter advising that the documents submitted do not confirm that the airfare was canceled and we are in need of confirmation if any refund or credit was issued. Mr. Chezrony submitted more documents the same day. The adjuster reviewed them on November 29, 2021 and finalized the claim the same day. The adjuster then followed up with Mr. Chezrony on November 30, 2021 via email and attempted to reach him via telephone but was unable to reach him or leave a message.
Please see the policy language below:
SECTION IV. COVERAGES
We will provide the coverage described in this policy only if it is listed on the Schedule of Benefits.
TRIP CANCELLATION/TRIP INTERRUPTION
TRIP CANCELLATION
We will pay a benefit, up to the maximum shown on the Schedule of Benefits, if You are prevented from taking Your Covered Trip due to any of the Unforeseen Events listed below occurring on or after the Effective Date of the Policy. Maximum trip length is also shown on the Schedule of Benefits.
We will pay You for the following:
(a) The amount of forfeited, non-refundable, and unused Payments or Deposits; or
(b) Additional cost incurred if the Travel Supplier cancels Your Covered Trip due to an Unforeseen Event and You elect to utilize the service of a replacement Travel Supplier.
The Following are the Unforeseen Events for Trip Cancellation and Trip Interruption:
(a) Your Accidental Injury, Covered Sickness or death or the Accidental Injury, Covered Sickness or death of Your Traveling Companion, Your Family Member, Your children's caregiver or Your Business Partner; that results in medically imposed restrictions as certified by a Physician at the time of loss preventing Your participation or continued participation in the Covered Trip. A Physician must advise cancellation of the Covered Trip on or before the Scheduled Departure Date.
Based on the policy language outlined above, Mr. Chezrony is not eligible to receive the cost if his cancelled flight, as the amount has not been forefieted. Mr. Chezrony provided documentation from United Airlines that the flight credit is still valid and is unable to be forefieted. Mr. Chezrony was reimbursed for the cost of his cancelled Disneyland tickets, as they held no value after cancellation.
Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
Respectfully,
Kandice Tate
Team Manager
Broadspire Services
Phone: 404-905-6977
Email: [email protected]
Customer response
01/03/2022
I can provide comments/rebuttal to the points related to my actions listed in Broadspire Services' response but it is irrelevant.
No one buys travel insurance if does not provide the ability to recoup the cost of the trip in case of covered sickness.
The fact that the airline tickets have credit and are not forfeited now does not reflect on the future when due to my illness I may not be able to travel which at that point the credit may expire and it will be forfeited.
The sales Dep. of GoReady (April) which is the company that I have purchased my policy, sent me an email indicating that in the case where the credit will be expired I will be reimbursed for the cost of the tickets. My requests to get the commitment listed in that email on an official company letterhead went unanswered.
By not providing the requested letter, or committing to doing so in their response they are conning me out of my money, and future customers should be warned not to purchase travel insurance from this company.Initial Complaint
11/27/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Filed this once before under secure ticket, was told to refile under this agency. Purchased event tickets and bought this insurance that is offered just in case I couldn't go, event was $345.00. I was unable to go due to Covid exposure, I filed all required paperwork documents and even private test results, after two months of delays and this company asking me for more and more information, the completely denied to refund my money.Business response
01/03/2022
Business Response /* (1000, 5, 2021/12/09) */ We are in receipt of Ms. *****'s BBB complaint and welcome the opportunity to respond to her concerns. Ms. ***** had filed a claim of reimbursement consideration due to having COVID symptoms. The governing policy language specifically states that one must seek in person medical attention from a treating physician. Our investigation revealed she did not seek in person medical attention on September 24, 2021 as she had indicated. Given this information, her claim unfortunately did not meet the criteria of Event Ticket Cancellation and was denied accordingly. Ms. ***** has been advised of the adjudication. Consumer Response /* (3000, 7, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am confused as to how they can say I didn't seek medical attention when I got a swab taken and a note from my pcp quarantining me. Business Response /* (4000, 9, 2021/12/21) */ Ms. ***** indicated she had an office visit on September 24, 2021. When the office was contacted to verify this information, they indicated she was scheduled for a virtual appointment in May and was a No Show. She was then scheduled for a follow up appointment on October 28th 2021 and she did not come to the appointment, the patient cancelled. It was mentioned Ms. ***** had a signed note from the Physician, the office stated they don't know where or how the patient received the letter, as it is not in her file, and she has not been seen in their office since January 2021.Initial Complaint
11/03/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Good morning, I am writing to express a problem that I am having a company. I purchased an issuance plan with APRIL and I have emailed and called them multiple times about my issue of not being able to go the event due to my positive COVID 19 test result. Though, it seems like they don't care absolutely none of their clients regardless of their health condition and I emailed them so much (attached). I tried calling and no one picked up up. They promised a full refund under their sickness "policy". But obviously as I was trying to reach to them, no one decides to say anything. Unfortunately, I am filing a complaint for the first time ever with the BBB. Hopefully you can help. Thanks, Bryan Chacha
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Customer Complaints Summary
40 total complaints in the last 3 years.
1 complaints closed in the last 12 months.