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:12/03/2024

  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 travel insurance for a trip we planned for 2 years to *****, ******. The policy covered pre-existing medical issues. When it was time to get vaccination, my wife's doctor said she could not take the ************************ because it is a live virus and her immune system has deficiencies.

  Business Response

  Date: 12/13/2024

  INBBB Response attached

• Initial Complaint

  Date:11/23/2024

  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 am a South African student athlete studying cyber security at *********************I bought medical insurance for the year from World Trips (Plan: StudentSecure. Policy Number: 200077873).In returning to ************ for the summer holiday, my dad asked World Trips if I will be covered while back in ************. They did respond that my policy do cover me medically.Due to their informing, we did NOT take out medical insurance while visiting my home country. Thus, the expenses was paid out of pocket.Shortly after arriving I was hospitalize for an acute kidney failure. On being hospitalized we reached out the World Trips. They responded that we must carry the cost and claim it back from them after recovery.We did that. They rejected the claim stating that they do not cover home country expenses.I did appeal formally through their appeal process submitting their email confirming coverage in our home country. The appeal was rejected.The reason provided by WorldTrips is very technical on the terms and conditions.I do not agree with this. They then misled me in informing that I was covered.The claim value is about $1900.

  Business Response

  Date: 12/02/2024

  Response attached. Appeal response outlined the denial. Our position remains the same.

• Initial Complaint

  Date:07/12/2024

  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 am writing to file a formal complaint against WorldTrips regarding a visitors travel insurance policy #VS23482000 I purchased for my parents, who visited the *** between December 25 and January 22.The policy explicitly covered all medical emergencies except for pre-existing conditions. During their visit, my mother experienced a medical emergency, was admitted to the *** received treatment, and was released the same night. This was a non-preexisting condition, and the urgency of the situation was clear. The total bill for the ** visit was $546, and the medications amounted to $80.Despite submitting a claim to WorldTrips with all necessary documentation, the claim was rejected after a lengthy process. This has resulted in the medical provider sending the bill to a debt collector, causing additional stress. Furthermore, WorldTrips has not responded to our emails and has instead sent letters to my parents abroad, notifying them of the rejected claims, exacerbating their stress.It appears that WorldTrips routinely rejects claims regardless of their validity, as corroborated by numerous complaints found during my research. This conduct is unacceptable and indicative of a scam business practice.I request your assistance in resolving this issue promptly, ensuring that WorldTrips honors their policy and reimburses the medical expenses incurred.Thank you for your attention to this matter.

  Business Response

  Date: 07/15/2024

  Response Attached - 3rd party no auth

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  WorldTrips presents itself as a legitimate insurance provider, but in reality, it is a fraudulent business designed to deceive customers and avoid paying out claims. Their strategy involves overwhelming customers with endless paperwork and bureaucracy, as evidenced by their responses. I have already submitted the required form and appealed their decision.
  

  Below is the appeal email I sent to WorldTrips at the listed email address in the document they provided.

  Meanwhile, they keep sending mail abroad to my parents with CLAIM REJECTED inflicting additional stress. They have even sent mail asking for images of prescription labels from the bottle, and this was submitted and they have still rejected the claim. The amount was $80 that we have paid out of pocket. 

  I will seek every legal way, and write as many letters necessary to prevent this fraudulent business from inflicting additional damage. 

  05/21/2024
  WorldTrips Travel Insurance
  
  
  Subject: Appeal for Rejection of Health Insurance Claim for Emergency Room Visit
  Policy Number: VS23482100 (primary policyholder name: *******************************) Claim Number: 224-0000036560-00
  Dear WorldTrips Customer Service,
  I am writing to formally appeal the rejection of my health insurance claim for an emergency room visit on 01/07/2024. I have reviewed the decision and believe that the denial of my claim was completely unfounded. I kindly request a thorough reassessment of my claim based on the information and documentation provided.
  On 01/07/2024, I experienced a medical emergency that necessitated an immediate visit to the emergency room. As a policyholder, I expected that my insurance coverage would extend to such critical and unforeseen medical expenses.
  I urge you to reconsider your decision to deny my claim of. The emergency room visit was a legitimate and unavoidable medical necessity, fully within the scope of my coverage plan. After all the inquired cost was merely $545, and I was expecting to be fully covered by my insurance.
  Denying this claim not only undermines the trust I placed in your services but also demonstrates questionable business practices that could be perceived as scamming policyholders.
  Furthermore, if this matter is not resolved promptly and fairly, I will have no choice but to file a formal complaint with the Better Business Bureau (BBB) and consider additional actions to seek justice.
  For additional context on similar customer experiences and potential patterns of claim denials, you may refer to the reviews available on Yelp: WorldTrips Travel Insurance Yelp Reviews.
  I appreciate your immediate attention to this matter and look forward to a favorable resolution.
  Thank you for your understanding and cooperation.

  
  Regards,
  
  *********************************

  
  

  Business Response

  Date: 07/19/2024

  Response Attached - 3rd party no auth

• Initial Complaint

  Date:06/27/2024

  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.

  I have had world trip insurance for many months and I had a life treatening chest pain and severe headache pn January 16, 2024. I was admitted into the emergency room at ************ and I provided my insurance information to the hospital.Hospital bill was denied, saying it was pre-existing condition. But the policy says that Acute Onset situations are covered and this is what the patient had: ********************* was denied the hospital claim, she had a life treatening extremaly high blood pressure, that she never had before. It was a typical acute onset; her condition suddenly worsened and required immediate treatment.I submitted the appeal to the insurance company and they again deny it.Their response is a manipulation because:- They ignore the fact that the patient was seen for the sevarl reasons one of which was a chest pain which has nothing to do with the blood pressure.I contacted the ***** hospital and they confirmed that their code was chestpain and headache and did not mention the pre-existing condition.

  Business Response

  Date: 06/28/2024

  Response attached

  There is an open Appeal/Complaint on file. 

  WorldTrips is still timely with the pending response for the open 2nd Level Appeal/Complaint. The insured needs to contact ********************************** regarding questions or concerns regarding the pending open 2nd Level Appeal/Complaint.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Worldtrips deinied our second appeal claiming again it was due to the pre-existing condition:

  
  1. I am concerned about a clause in my health insurance policy that states:
  'The Acute onset of a Pre-Existing Condition does not directly or indirectly relate to a chronic condition or congenital condition.'
  The *************** Act protects individuals with pre-existing conditions, including situations where those conditions experience an acute onset. This clause seems to contradict that protection.

  2. Acute Onset Can Be Related to Pre-Existing Conditions: An acute onset, by definition, is a sudden worsening or flare-up of a pre-existing condition. It's inherently related.

  3. Based on your policy: "Acute Onset of Pre-existing Condition means a sudden and unexpected outbreak or recurrence that is of short duration, is rapidly progressive, and requires urgent care". ********************* had a sudden condition that she never had in her life before and she required immediate medical trearment, which is exactly accute onset by your own definition.

  3. In the ***** medical records- there is no connection between chest pain, headache and elevated blood pressure, and these two were the main codes from *****.

  
  
  Regards,
  
  *********************

  
  

  Business Response

  Date: 07/03/2024

  Rebuttal Response attached - maintain denials as outlined in detail within the appeal dated today July 03, 2024.

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  WorldTrips does not reply to the arguements that

  - They ignore the fact that the hospital's codes clearly state not pre-existing condition

  - Hospital codes indicate urgency, which means accute onset

  - The main codes are for the headache and chest pain, no connection between chest pain and blood pressure was noted.
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair 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.

  3/16/2024 $564 Trip Insurance Less than 24 hours before our departure on an international trip, our car was broken in to and our daughter's travel items included her passport, drivers license, and credit cards were stolen.There was only one flight per week from our departure to our destination. WorldTrips denied our claim since it was not a covered event.Travel was not possible to a foreign country or return from the country to the ** without required travel documents. Replacement of passports, drivers license is not possible in the 12 hours between the break-in and the time of the flight. After consulting with the airline and the state department, we were advised that we would not be allowed to travel without the required international travel documents.**************************************************************************************** Can I travel if I find my passport after reporting it lost or stolen?No. If you reported your passport lost or stolen, it is no longer valid. You cannot use it for international travel. If you try to use the passport you reported as lost or stolen, you may have issues traveling. For example, a foreign country may deny entry to you.*********************************************************************************** The impact on our family of not having a passport is the same as if one of our family members were ill, required to work, assaulted, or had jury duty. We could not travel. We even tried to contact the insurance company to assist us, but the office was closed. There is only one flight per week out of our home city and it was leaving in 12 hours.We provided notices of cancellation, police reports, and receipts.All claims have been denied. We are seeking the payment of the claim. This loss is why we purchased travel insurance.

  Business Response

  Date: 07/03/2024

  Response attached - denial upheld

  Customer Answer

  Date: 07/17/2024

  I apologize for the late response.  I have been travelling and have not be able to access my email.
  
  We do not concur or accept the assessment and decision of WorldTrips regarding our claim.  Our daughter was part of our travelling party.  We had shared accommodations, scheduled activities, and flights.  Since she lives in another state, we could not include her in this policy.  The criminal incident with our car and her travel documents is effectively the same as if we had had a car accident or been assaulted.  We could not travel.  She did have trip insurance with another provider, but she was not the one that was fiscally responsible for the rental of our accommodations.  Our request is just for coverage of the rental.  Our other travel companies were accommodating and provided credits or refunds without any complaint and with empathy for our situation.

  We tried to contact WorldTrips when the incident occurred.  They were not available to assist us.  ******************** and ***** Airlines provided the guidance that we would not be able to travel.  I have also filed complaints with the Georgia insurance commissioners office since the policy was sold in ********  I am reporting via social media, consumer affairs advocates, and all of our friends and family about the decline of our claim with WorldTrips.

  I would like to have the claim approved limited to the cost of our rental.

  Regards,

  ****** and *****************************

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I apologize for the late response.  I have been travelling and have not be able to access my email.
  
  We do not concur or accept the assessment and decision of WorldTrips regarding our claim.  Our daughter was part of our travelling party.  We had shared accommodations, scheduled activities, and flights.  Since she lives in another state, we could not include her in this policy.  The criminal incident with our car and her travel documents is effectively the same as if we had had a car accident or been assaulted.  We could not travel.  She did have trip insurance with another provider, but she was not the one that was fiscally responsible for the rental of our accommodations.  Our request is just for coverage of the rental.  Our other travel companies were accommodating and provided credits or refunds without any complaint and with empathy for our situation.

  We tried to contact WorldTrips when the incident occurred.  They were not available to assist us.  ******************** and ***** Airlines provided the guidance that we would not be able to travel.  I have also filed complaints with the Georgia insurance commissioners office since the policy was sold in ********  I am reporting via social media, consumer affairs advocates, and all of our friends and family about the decline of our claim with WorldTrips.

  I would like to have the claim approved limited to the cost of our rental.

  Regards,

  ****** and *****************************

  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 07/19/2024

  Rebuttal Response Attached.

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:06/06/2024

  Type:Sales and Advertising 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 this policy for coverage Abroad, which is what it advertises and I had to go to the emergency room and the company basically did not provide the services that they said that they would. I feel that it is false advertising and I just want my money back and I want to cut ties with this company because the horrible insurance company I would like my $75.00 refunded in full since they cant provide the service they say they do.

  Business Response

  Date: 06/18/2024

  Complaint response attached - we need more information from the complainant to investigate.

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They claim that the insurance can be used at any licensed hospital around the world and when I had to go to the hospital, it was not accepted and they wouldnt give me my money back because Im in ******** and I cant use it here so it doesnt work all over the world its false advertising  And I want them to refund me 
  

   Regards,
  
  ***********************************

  
  

  Business Response

  Date: 06/28/2024

  Response attached - email too

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They need to provide a full refund. The product was not usable or as advertised 
  
  Regards,
  
  ***********************************
  

  Business Response

  Date: 07/03/2024

  Rebuttal Response completed and attached 07.03.2024. Full refund have been addressed.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  When I get the full refund we will close the case. I dont have it yet. 
  Regards,
  
  ***********************************
  

  Business Response

  Date: 07/10/2024

  Rebuttal response attached

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The business has yet to provide the full refund 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:05/09/2024

  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.

  Purchased WorldTrips insurance for healthcare in *** on F1 ***** Despite prior approvals via phone for coverage and network providers, faced over $40,000 in bills for a pre-existing condition claimed to be covered. **************** unhelpful, stating they can't guarantee coverage.

  Business Response

  Date: 05/10/2024

  Unable to locate with the limited information provided. Response attached.

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair 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.

  I filed a claim with WorldTrips travel insurance for ************************** service on 5/7/2023 in ****** of the amount of ******** which they have denied with one statement pre-existing condition without explaining what is the preexisting condition. I filed on appeal and want you to help to get my claim approved and get my money that they are support to refund me. I have attached the claim denial and appeal. There are trying to not pay my claim which is proven with reason which was not explaining in detail what was the pre-existing condition.

  Business Response

  Date: 04/18/2024

  Response Attached

  Customer Answer

  Date: 04/18/2024

  *Has the company addressed the issue of the dispute?

  NO.

  
  *If not, why?
  I sent the company detailed billing and hospital services and then, they deny my claim with one Line statement preexisting condition with out detail explanation of the preexisting condition.

  
  *Has the company met the agreement they outlined in their response?

  No.
  Please submit your thoughts via the online system included, or fax, email, or mail within 7 days.

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I have sent them detail billing and hospital services however, they respond to me that the Claim denied for pre existing condition and that is it with out explaining in detail.  I filed an appeal that there was no pre existing condition explaining what I was treated for.  As you see, the explanation of the denial from the insurance is very vague avoiding to pay my claim.
  
  Regards,
  
  ********************
  

  Business Response

  Date: 04/19/2024

  Rebuttal Response Attached

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me based on their policy.  But their policy is useless for travel medical insurance.  You are a foreigner and the only place that you can go to get medical help is the emergency room and then you realize that the situation is serious as I needed to be admitted in the hospital on May 07 and they do not cover you which is scary for preexisting conditions such as diabetes 2 and Kidney stage 4 and because of the bacterial infections that I had from UTI and Pneumonia lead to my complicated treatments of my preexisting condition which is not covered. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought travel insurance from world trips for our Europe travel in July 2023. My kid got Covid and we were asked to quarantine by our doctor due to Italian regulations. We had to postpone our flight and additional hotel expenses for a week. World trips is denying the claim saying we dont have proof about quarantine. I called Italian embassy but they couldnt provide much information . Please help!

  Business Response

  Date: 03/13/2024

  Response attached

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have provided all details except proof of quarantine. *** called Italian embassy but couldnt reach them. If my travel is delayed due to illness does it matter whether I am quarantining or not? This seems more like an excuse to not reimburse. 
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 03/15/2024

  Pfa online screen shot from Italian govt. 

  Business Response

  Date: 03/19/2024

  See attached

• Initial Complaint

  Date:12/27/2023

  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.

  Certificate #:100275818 I have paid for travel insurance which covered flight cancellation. The payment was expeditiously taken from my card and handed over to WorldTrips. However, when I submitted a claim due to my flight being cancelled and I had to find money to pay for hotel accomadation, etc. The expeditious processing of claim is rather questionable.I have submitted a claim since October 24, 2023 and have uploaded all of the relevant documentation since October 30, 2023. I called worldtrips several times to inquire on tge status of the claim as on their members portal it shows that there is no claims started, the agent checked the documents and claim submitted, he told me that I have orovided all of the required documentation and that the claimed should be processed shortly and I should see an update in the coming days to the portal.Then on December 4, 2023 I received an email requesting proof of the airline cancellation, which I have already provided.I called to followup on the status of the claim on December 27, 2023. The agent told me that the claim will now take another 45 business days starting from the December 4, 2023 request for flight cancellation evidence (already provided previously) to be processed.

  Business Response

  Date: 12/28/2023

  Response attached

  Customer Answer

  Date: 01/08/2024

  I am waiting for the matter to be solved. Please reopen.