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:01/23/2025

  Type:Service or Repair 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 were scheduled to take a trip with *** in **** from 9/12/2024 to 9/14/2024. We bought travel insurance from Tinleg (owned by Squaremouth) in case we were unable to go on the trip. We were unable to take the trip because my husband's father died right before we were scheduled to leave for the *** trip. A death in the family was a covered condition in the travel insurance policy.Tinleg/Squaremouth refused to honor the policy. They should reimburse us for the $4089. that we lost due to cancelling the *** ************* has not tried to resolve the problem despite an appeal

  

  Business Response

  Date: 01/27/2025

  We understand your frustration with the claim denial and apologize for the difficult situation you experienced due to the loss of your husband's father.
  
  After a thorough review of your claim and the policy terms, the claim was denied because it did not meet the policy requirements for Trip Cancellation as defined on page 7 of your policy:
  "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;"
  
  While a death in the family is a covered reason for trip cancellation, the policy requires that the entire trip be canceled, preventing you from taking the trip. In this case, the trip was rescheduled, which is not covered under the Trip Cancellation benefit. Your trip costs were not forfeited as you were able to take your trip at a later date.
  Furthermore, the claim went through the appeals process twice with the underwriter and was upheld both times. This indicates that the claim was thoroughly reviewed and the decision was made in accordance with the policy terms.
  
  We empathize with your circumstances and regret that the claim did not have a more favorable outcome. We are committed to providing our customers with clear and accurate information about their travel insurance policies. We encourage you to contact us directly if you have any further questions or concerns.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22846124
  
  I am rejecting this response because:

  The business claims that the trip wasn't cancelled because we used the plane ticket at a later date but this is irrelevant. The unrefundable trip that we had planned was with REI. We could not reschedule or get our money back. REI sent us an acknowledgment of the trip being cancelled. We want our money back for this cancelled trip. I have attached the documentation from REI.

  Thank you.

  Sincerely,
  
  *** ******

  

  Business Response

  Date: 02/11/2025

  We understand your continued frustration and appreciate you providing the *** documentation. Please be assured that this documentation was already submitted during the claims process, including as part of the appeal. The underwriter reviewed this information thoroughly and upheld the original decision, based on the policy terms.
  
  As we explained in our previous response, while a death in the family is a covered reason for trip cancellation, the policy specifically requires that the entire trip be cancelled and that you be prevented from taking it. Because you ultimately rescheduled and traveled, the expenses incurred with ***, while unfortunate, do not fall under the Trip Cancellation benefit as defined in your policy. The policy covers forfeited, non-refundable trip costs when a trip is completely cancelled, not expenses associated with rescheduling or alternative arrangements.
  
  We have completed our review of your claim, including the documentation you have provided, and have thoroughly addressed the concerns raised in your complaint. The outcome of the claim remains unchanged. At this point, we will not be providing any additional responses. We understand this has been a frustrating experience, and we sincerely apologize that the resolution was not more favorable.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22846124
  
  I am rejecting this response because the *** trip was cancelled whether we took a later trip or not. Their refusal to cover it is not in the spirit of the contract nor was that explained the contract. They found a loophole to deny my claim and I do not accept their denial. It is unfair. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service 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.

  Greetings: SquareMouth purportedly has a "zero complaint" policy! Well this is a Lie! I have a complaint which has been long unresolved. *****. *****. *****. Then do Nothing. I took out a Travel Insurance Policy with SquareMouth way back in August 2024 on my 50th trip to *****: ***********. My items were stolen on the trip and from then until now----all I get are computer generated letters from ****************** Specialty Insurance Company. *****. *****. *****. As noted, I filed my claim way back in September 2024. The person assigned to assist me from SquareMouth dropped my claim when I simply contacted the Department of Insurance in ************* (I called and got the Corporate headquarters of *********) to seek resolution. I had no idea that I surrendered all my rights when I reach out to other sources to assist me.... SquareMouth, even though I used Consumer Reports to select this company simply goes through the Motions! I am simply in hopes that SquareMouth will get ************************** to simply pay my claim.Respectfully yours,***** O Kushindana, ***********, ********* (U S Disabled Veteran)

  

  Business Response

  Date: 01/14/2025

  Mr. Kushindana,
  Thank you for providing your feedback regarding your experience with Squaremouth, our provider partner, ******************, and our Zero Complaint process.
  
  Squaremouth is a travel insurance comparison website that allows travelers to compare and purchase policies from various reputable providers. Once a customer purchases a policy, all claims are handled directly by the chosen insurance provider, which in your case would be *******************Each policy purchased on our website includes our Zero Complaint Guarantee. Our Zero Complaint Guarantee is our promise that the travel insurance policy you purchase through Squaremouth is from a reputable provider who will handle your claim fairly and honestly. If your claim has been denied and you believe the determination was made unfairly, our team of licensed claims adjusters will investigate your case and mediate with the provider on your behalf.Upon receiving your Zero Complaint case, we activated this team on your behalf and the investigation revealed the following:
  
  Missing Documentation: ****************** has requested specific documentation from you to support your claim, including your original flight itinerary and receipts for the stolen items. This documentation is still needed.
  Communication Efforts: We have been in regular contact with both you and ****************** to facilitate the claim process. On 12/26/2024, you informed the Zero Complaint team that you were moving forward with a complaint to the Massachusetts Insurance Commissioner, your ********************** and the **************************** in *************. At that point, our team informed you that once a Department of Insurance (DOI) complaint is filed, our process is to step back as the Zero Complaint process is a less formal duplication of a DOI complaint. We also advised you to follow up with the Massachusetts Insurance Commissioner directly for updates on your case.
  Document Assistance: Our Zero complaint team advised you on how to proceed with your claim, including the option to proceed with a limited review if receipts were unavailable.
  
  We understand your frustration with the claim process. However, it's important to note that the delay in processing your claim was due to the missing documentation.
  
  We are committed to resolving your complaint fairly and efficiently. If you wish to reopen your Zero Complaint case, we are happy to do so if you do not wish to file a complaint with the Insurance Commissioner as you had originally planned. This is to avoid unnecessary duplication efforts and multiple attempts by you to submit the same documentation to multiple parties.
  
  If you wish to re-open your Zero Complaint case, we will continue to monitor the situation and assist you in any way possible, while respecting the independent claims handling process of *******************We hope this helps to clarify the Zero Complaint Guarantee.
  
  Regards,
  ******* ******
  Operations Director

• Initial Complaint

  Date:12/06/2024

  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.

  Bought a trip to ****** on 8/2/2024. Around August *********************************** my feet. I am a diabetic and had never felt this before. I saw my doctor and found out my blood glucose had spiked, necessitating a complete change to my treatment. I changed medicines, added injections but needed to be closely followed until medications and quantities were adjusted and blood glucose was stable. I contacted the *************** and they only refunded 40% of the $4000. Even with the dr ********** I then contacted Tin Leg and provided all their requests including a statement from my doctor. My health provider is *********************** and they do not fill forms. They do provide information based on dr ********** In my case I have been stuck between ****** refusal and Tin Leg demands. I need help.

  

  Business Response

  Date: 12/16/2024

  We have received your BBB complaint and have taken immediate steps to address your concerns.
  
  We understand that you experienced a significant health issue that prevented you from taking your planned trip to *******
  
  We want to assure you that we take all customer concerns seriously, and we have escalated this matter to our claims department for further review. We understand your frustration with needing to submit medical documents to support your claim. Due to insurance regulations, certain documentation is required. We understand that this may seem strict, but these guidelines are in place to maintain fairness and consistency for all our customers. A Treating physician statement with specific medical records is required for all claims, however, based on the unwillingness of the provider to provide the necessary documentation our claims department has accepted the information on file as an exception.
  
  We apologize for any inconvenience or frustration this may have caused. You will be receiving a follow-up email from your claim examiner with this update by the end of the day, along with additional information regarding your claim amount from ***************. Please be on the lookout for further communication from our claims team. The information needed from *************** should be the final documentation needed to finalize your claim.
  
  Please do not hesitate to reach out to me directly should you have any further questions or concerns.
  
  Regards,

  ******* ******
  Operations Director
  ************************************************************

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the PROPOSED resolution is satisfactory to me. Please keep record open until payment is made and received.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair 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 a travel insurance Tin Leg for my trip to *****. My trip was interrupted due to illness. I contacted Tin Leg while in ***** and asked for instructions on how to proceed. The respond came and in their email the representative clearly stated that if I am unable to return home as scheduled, to contact my airline to request they change the return flight form. When I opened a claim with Tin Leg to reimburse me for lost lodging and medical expenses from the Hospital that I went to on a day of arrival to ********, my claim was denied. Reasons for denial I do not agree with. The letter that was sent to Tin Leg by my attorney was ignored and the reason they told me it came could hours later after decision was made by the appeal person.

  

  Business Response

  Date: 12/03/2024

  Mrs. ***************** understand your disappointment regarding your recent claim. We take all customer concerns seriously and strive to provide clear and fair coverage.
  To address your specific points:
  
  1. Trip Interruption Claim
  Our policy requires that a covered sickness or injury must be medically certified by a qualified physician at the time of the loss to qualify for interruption coverage. This is explained further on page 6 of your policy document which states the following under covered reasons for Trip Interruption:
                   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 childrens 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.
  
  While we understand your discomfort, it's important to note that advice from a traveling companion, even if they are a physician, does not fulfill this requirement. You can find the definition of "Physician" on page 3 of your policy document which defines Physician as
                 a licensed health care provider of medical, surgical or dental services acting within the scope of his or her license and rendering care or treatment to You that is appropriate for Your medical condition(s) and locality where the services are provided. The treating Physician may not be You, a Traveling Companion or a Family Member
  The physician's certification must be from a licensed healthcare provider who is treating you for the illness at the time of the interruption.
  
  
  2.    Medical Expense Claim:
  Our policy covers medical expenses incurred during your trip. Once you return home, coverage for medical expenses ceases. Page 5 of your policy explains that your coverage ends once you return home, and states:
                  When Your Coverage Ends:
                Coverage is effective for the stated term shown in the confirmation of benefits. In addition, Your coverage will end at 11:59 P.M. local time on the earliest of the following dates:
  (a) the date You cancel Your Covered Trip;
  (b) the Scheduled Return Date as stated on the travel tickets;
  (c) the date You return to Your origination point if prior to the Scheduled Return Date; or
  (d) the date You leave or change Your Covered Trip (unless due to Unforeseen and unavoidable circumstances covered by the Policy).
  The treatment you received after returning home, while unfortunate, does not fall within the scope of our policy.
  
  An appeal was sent to the underwriter who determined there could be no coverage as you did not seek medical treatment at the time of the loss and the medical expenses incurred are not covered as the expenses incurred once you returned home.
  
  We regret that this situation has caused you inconvenience and hope this explanation clarifies the basis of our decision. I understand this has been a lengthy and frustrating process for you, and apologize that your claim did not have a more favorable outcome.
  
  ******* ******
  Operation Director
  
  
  

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair 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 purchased the Tin Leg Silver policy which is described as being Comprehensive and Extensive coverage for trip delays and trip interruption. Our policy insured a $12,785 trip to ****** including prepaid airfare from our home to ******, prepaid ferry transportation and lodging for five trips to various ************* during our trip, and prepaid airfare back to our home. Our ferry from ****** to ***** was cancelled the day before departure due to weather so we had to book a flight in order to get to our hotel accommodations in ***** and continue our trip itinerary. The ferry fare was ultimately refunded but the airfare was more expensive than the originally booked ferry so our claim was for the difference in price. Later, our ferry for a day trip from ***** to ********* was rescheduled to the following day due to anticipated bad weather. The rescheduled ferry would have arrived long after our prebooked and prepaid private tour in ********* had embarked. Luckily, we were able to change our ferry trip to the night before our tour. This required an unplanned hotel and transportation in ********* to attend our tour. Our claim was for these two unplanned costs. All of the above events interrupted our prepaid trip itinerary and our claim costs allowed us to continue our planned trip. Our total claim of $334 on a $12,785 insured trip is well below the policy limits for both Trip Interruption and Trip Delay coverages in our policy. Tin Leg denied our claim stating they only cover cancellations or delays affecting the initial arrival leg of the trip or the final departure leg of your trip. They do not cover anything adversely affecting travel legs in between those two events including weather delays and cancellations. This is despite the fact that they base your insurance premium on the entire trip costs which includes the middle leg travel, ************* costs. How is this Comprehensive and Extensive coverage? This is very misleading and lacking in ethics.

  

  Business Response

  Date: 11/04/2024

  Thank you for sharing your concerns about your recent claim experience. I understand how disappointing it must be to feel that your coverage did not align with your expectations, especially given the disruptions you faced during your trip.
  To clarify, your claim was reviewed under the Trip Delay and Trip Interruption coverages outlined in your policy. Trip Delay coverage applies to delays that occur while en route to or from your covered trip, such as delays impacting your initial journey to your destination or your final departure home. In your case, because you had already arrived in ****** and the ferry delay happened two days into your stay, the Trip Delay coverage could not apply, as you were no longer in transit to or from your trip. The Trip Delay coverage can be found on page 12 of your policy document attached and reads: For Trip Delay: "Coverage is in force while en route to the Covered Trip from Your home and also while en route from the Covered Trip to Your home."
  
  Similarly, Trip Interruption coverage is designed for scenarios where a traveler cannot continue or resume their trip. Since you were able to adjust your plans and continue your itinerary, this benefit could not be applied. We understand this policy language may feel restrictive, and two appeals were submitted for a thorough review; however, both were upheld based on the terms of the coverage. Language pertaining to the Trip Interruption benefit can be found on page 16 of your policy document which reads: "We will pay a benefit, up to the maximum shown on the Schedule of Benefits, if You are prevented from continuing or resuming Your Covered Trip due to any of the Unforeseen Events"
  We recognize how unsettling and stressful these disruptions can be, and we appreciate the time you took to share your feedback. If you have any additional questions or need further assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22498677
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 11/05/2024

  I reject the business response. When you base your insurance premium on the entire trip costs but dont cover interruptions or cancellations that occur during entirety of the trip, your coverage should not be advertised as Comprehensive and Extensive coverage. You are misleading the public.

  

  Business Response

  Date: 11/12/2024

  Thank you for your response and for giving us the opportunity to address your concerns further. I understand that you feel the coverage did not fully meet the expectations set by the policy descriptions, and I want to assure you that we take your feedback seriously.
  
  The terms Comprehensive and Extensive in our policy descriptions are intended to convey the wide range of coverages available, from Trip Delay and Trip Interruption to Trip Cancellation and Emergency Medical. However, each coverage type is defined by specific terms and limitations, which determine when and how benefits can be applied. For Trip Delay and Trip Interruption, this includes covering unexpected delays or interruptions en route to or from your destination but not during travel within your trip once youve arrived.
  
  We understand how important it is to make policy details clear, and we strive to avoid any confusion regarding coverage terms.
  
  We have completed our review of your claim and have thoroughly addressed the concerns raised in your complaint. At this point, we will not be providing any additional responses. We understand that this has been a frustrating experience for you and sincerely apologize that the resolution was not more favorable.  If theres anything more we can clarify or if youd like further assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22498677
  
  I am rejecting this response because: They claim in their response that "We understand how important it is to make policy details clear, and we strive to avoid any confusion regarding coverage terms." Obviously, their policy details are not clear yet they choose to do nothing about it. Very disappointing for a company with an A+ rating. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/18/2024

  We have completed our review of your claim and have thoroughly addressed the concerns raised in your complaint. At this point, we will not be providing any additional responses. We understand that this has been a frustrating experience for you and sincerely apologize that the resolution was not more favorable.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair 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 will never use Tin Leg again. We paid them $416 travel insurance for my husband and me. No idea how they have good reviews. They refused to pay a very small claim so imagine what they'd do with a big claim. My husband got Covid in ******* and Tin Leg refused to reimburse him for the test kit and over-the-counter medicine we bought, a small total amount. The clinic our hotel called had said to buy a test kit and do the test. He did, it was positive and so we went to a walk-in clinic the hotel suggested. The front desk person ushered him out without examining him saying go back to hotel and isolate and take paracetamol OTC med. for symptoms. Tin Leg would not reimburse his costs saying he needed a doctor's note. Upon return to **, he saw a *** for persistent symptoms and we sent that medical summary. Tin Leg still refused to pay a *****. We wont' be using them again.

  

  Business Response

  Date: 10/18/2024

  We apologize for the frustration you have experienced.
  
  I have consulted with our claims team to gather further details about your case. It appears that your claim was denied because a physician did not confirm your diagnosis during your trip, which is a requirement under the policy. Attached is a copy of your policy document which describes Covered Sickness" means an illness or disease that is diagnosed or treated by a Physician on or after the Effective Date of insurance and while You are covered under the Policy in accordance with the terms and provisions of this Policy.
  
  The Emergency Medical benefit is designed to reimburse medical expenses when emergency treatment is required due to an accidental injury or Sickness. Medical documentation from a licensed Physician certifying the sickness or injury is a requirement of the policy.
  
  I understand this has been a lengthy and frustrating process for you, and apologize that your claim did not have a more favorable outcome.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22349874
  
  I am rejecting this response because: I explained repeatedly why the only doctor's note was obtained upon return to the ** because the clinic in ******* escorted him out as he was contagious with Covid and told him to isolate at the hotel and to take Paracetamol for symptoms. This was after the hotel had called the clinic and was told to have me buy a covid test. I did and I tested positive so went to the clinic but they did as described above. We filed a claim for the Covid test kit and the Paracetamol and Tin Leg refused to pay for them. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/31/2024

  As outlined in our previous response, our review confirmed that a physician did not diagnose or treat your condition during your trip, which is required under your policy. For clarification, a copy of your policy document is attached, where the Covered Sickness clause specifies that coverage applies to an illness or injury diagnosed or treated by a licensed physician during the policy period.

  
  The Emergency Medical benefit covers expenses related to emergency medical treatment when necessary due to accidental injury or illness, with documentation from a licensed physician being a required part of the claim process.
  We have carefully reviewed your claim and addressed the points raised in your complaint, and we do not have additional information to provide. We understand this outcome is disappointing, and we genuinely apologize for any frustration this may have caused.

• Initial Complaint

  Date:08/01/2024

  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.

  Tin Leg is unable to send me a replacement check for a closed/accepted claim. My Tin Leg's policy number is TLP-619-1AC52 On 3/25/2024, a Broadspire adjuster contacted me & stated I never cashed the check they had mailed to my prior address. I emailed them back with my current mailing address & didn't hear back from them. After multiple contacts, they stated clearly that they could not re-issue the check since they no longer handle Tin Leg Claims & that I'd need to contact Tin Leg for assistance.Multiple, multiple phone calls (last was 7/17/2024) and multiple emails with Tin Leg has gotten me nowhere. They keep opening a ticket, but no updates or call backs or anything.I would like my check sent to my current address. I do NOT want to contact Broadspire as they will tell me to contact Tin Leg (I've done it 3 times).

  

  Business Response

  Date: 08/06/2024

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused you.
  I am pleased to inform you that our claims team has issued the payment for your accepted claim. We understand the delays and confusion caused by the previous claims underwriter, and we are truly sorry for any inconvenience you have experienced.
  Our team has already contacted you by phone to personally apologize for the delay and to ensure that you are kept informed. You will soon receive an email with instructions on how to claim your electronic check. Please follow the steps provided in the email to access your payment.
  If you have any further questions or need additional assistance, please do not hesitate to contact us. We appreciate your patience and understanding as we resolve this issue.
  Thank you for your continued trust in our services.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22074396
  
  I am rejecting this response because:
  I havent received a 2nd email with the payment info.  Broadspire was very prompt to reply after submitting bbb complaint, but the 2nd email was supposed to be received within 10b.days & I havent received it yet, but also havent had a chance for Broadspire to reply.

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

  

  Business Response

  Date: 08/27/2024

  **************** should have received an email with the eCheck on Aug 26th. We apologize for the delayed response. 

  Customer Answer

  Date: 08/28/2024

   
  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.
  

  Received the e-check on 8/28/24.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/15/2024

  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.

  Absolutely worthless. We paid over $300 for a travel insurance policy. During our travel, I had to cut my trip short due to my dad entering the *** and being told he'll probably be passing away soon. He did pass away soon after. It was impossible to actually get reimbursed for my trip interruption costs and they kept going back and forth and asking for the same documents and never fulfilling the claim. They did this for months until we gave up which is probably what they wanted.

  

  Business Response

  Date: 07/22/2024

  Please see attached formal response to this customer's complaint. 

• Initial Complaint

  Date:06/24/2024

  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.

  I purchased the cancel for any reason policy with Tin Leg within the 14 days of booking that is required for this policy. Unfortunately, I had to cancel my trip, and when I went to file the claim, they had me jump through multiple hoops. Finally in the end, they said that I didnt qualify for cancel for any reason because I had purchased my plan within 15 days of booking my trip rather than 14 days of booking the trip. This is not true. The trip was booked on August 11 and I purchased my policy on August 21 of 2023. In an attempt to deny my claim they are considering August 6 my booking date because that is the day that I transferred money to my friend who was collecting for our friend group, and then passing on to the hotel. She told us that she was waiting until Tuesday the 8th to pay the hotel. So I counted the 14 days from Tuesday the 8th and purchased insurance on the 21st. As it was, she wasnt able to pay the hotel until August 11 so I had actually purchased my policy within 10 days of the booking. There should be no discrepancy as to what defines a booking date. The booking date is the day the hotel booked your reservation. Prior to that the deposit is refundable. But after that, the deposit was not refundable. If Tin leg was serious about selling policies that people could actually use they would require a booking receipt upfront prior to taking the consumers money. Then if they were going to insist that August 6 was my booking date, I wouldve had to purchase a DIFFERENT TRIP INSURANCE PLAN because I wouldnt have qualified for the cancel for any reason plan. I should have been informed that I didnt qualify for that plan at the time that I purchased it.

  

  Business Response

  Date: 06/25/2024

  Thank you for sharing your feedback with us. We understand your frustration and appreciate the opportunity to address your concerns regarding the "Cancel for Any Reason" policy and your recent claim experience.
  Our priority is always to provide clarity and transparency with our policies, and we apologize for any confusion that *** have occurred. Allow me the opportunity to explain the definition of the "booking date" as it pertains to our policy.
  The "booking date" is considered to be the date when you make your initial travel arrangements or reservations, including but not limited to the payment of any deposits. In your case, the booking date was determined to be the date you transferred funds to your friend who was organizing the trip. This is because this transfer marked the beginning of your financial commitment to the trip, even though the actual hotel reservation was made a few days later.
  Our policy requires that the "Cancel for Any Reason" coverage must be purchased within 14 days of this initial booking date. Unfortunately, as your policy was purchased 15 days after the transfer of funds to your friend, it fell outside of the required period. We understand that this *** seem strict, but these guidelines are in place to maintain fairness and consistency for all our customers.
  We regret that this situation has caused you inconvenience and hope this explanation clarifies the basis of our decision. We value your business and feedback and will use it to improve our services and communication. I understand this has been a lengthy and frustrating process for you, and apologize that your claim did not have a more favorable outcome.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21889639
  
  I am rejecting this response because:

  when I transferred the money to ****, she didnt know if we could for sure secure the spot. She was waiting for her contact at the retreat to let us know if we were good to go.  Why would I consider the trip booked until it was booked. if **** wasnt able to get our spot, we wouldve gotten our money back. But even more important than that is the fact that you should explain the booking date definition to people before you take their money. You shouldve asked me what day I gave anybody involved in the trip any kind of money. But you didnt do that - you left it intentionally vague so you would have one more reason to disqualify a claim. Thats unacceptable.  Ive presented all of my correspondence with ****, all the transactions. I did everything right. And now not only am I out my deposit for the trip. Im also out the $160. I paid you for a policy that I was not even qualified to use! . Look at the other reviews of you on TrustPilot. Everyone says the same thing. They say youre shady. You should make sure that people have qualified for the plan they have selected. That is your responsibility . 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/01/2024

  We have completed our review of your claim and have thoroughly addressed the concerns raised in your complaint. At this point, we will not be providing any additional responses. We understand that this has been a frustrating experience for you and sincerely apologize that the resolution was not more favorable.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21889639
  
  I am rejecting this response because it completely rejects the facts. Selling a policy that couldnt be used is fraud. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/22/2024

  Customer purchased a ********************** Gold policy. Attached are the full policy details, terms and conditions. ********************** received this policy document at the time of purchase on 08/21/2023. Page 8 of the document highlight the Trip Cancellation for Any Reason benefit. Which states: 
  TRIP CANCELLATION FOR ANY REASON
  If You are prevented from taking the Covered Trip for any reason, We will reimburse You or Your designated
  representative for 75% of the prepaid, forfeited, non-refundable Payments or Deposits for the Covered Trip
  arrangement(s), provided the following conditions are met:
  (a) this coverage is purchased within 14 days of the date the initial Payment or Deposit is paid and You insure the cost of
  any subsequent arrangement(s) added to the same Covered
  
  Page 4 of the attached document highlights the definition of Payment or Deposit, which states: 
  Payments or Deposits means the cash, check or credit card amounts actually paid for Your Covered Trip. Payments
  or Deposits do not include certificates; vouchers; frequent traveler rewards, miles or points; discounts and/or credits
  applied (in part or in full) towards the cost of Your Covered Trip.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21889639
  
  I am rejecting this response because:
  The Aug 6 payment to **** was a transfer of money to my friend who was gathering the group deposit . It was NOT a payment to the retreat center. The retreat center still had not confirmed our dates. If they couldnt reserve our spot i would have gotten my money back. **** was waiting for them to tell her when she could pay to reserve the spot. She transferred funds to reserve our spot on August 11. (I have already presented documentation for all of this.) At that point my deposit was non refundable. Not before. That was 10 days before I purchased my policy. 

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

• Initial Complaint

  Date:04/02/2024

  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.

  Business failed to pay on a legitimate travel claim where ALL documentation was submitted over and over again.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21518557
  
  I am rejecting this response because:

  Hello. I was contacted by TinLeg on behalf of Squaremoth. I have now seemingly not be ignored. I'll update with any further developments.

   

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

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

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