ComplaintsforWorldTrips

Health Insurance

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
07/15/2024
Response Attached - 3rd party no auth
Customer response
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
07/19/2024
Response Attached - 3rd party no auth
Initial Complaint
06/27/2024
Complaint Type:
Order Issues
Status:
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.
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
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 response
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
07/03/2024
Rebuttal Response attached - maintain denials as outlined in detail within the appeal dated today July 03, 2024.
Customer response
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
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
07/03/2024
Response attached - denial upheld
Customer response
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 response
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
07/19/2024
Rebuttal Response Attached.
Customer response
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
06/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
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
06/18/2024
Complaint response attached - we need more information from the complainant to investigate.
Customer response
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
06/28/2024
Response attached - email too
Customer response
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
07/03/2024
Rebuttal Response completed and attached 07.03.2024. Full refund have been addressed.
Customer response
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
07/10/2024
Rebuttal response attached
Customer response
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
05/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
05/10/2024
Unable to locate with the limited information provided. Response attached.
Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
04/18/2024
Response Attached
Customer response
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 response
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
04/19/2024
Rebuttal Response Attached
Customer response
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
03/09/2024
Complaint Type:
Product Issues
Status:
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.
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
03/13/2024
Response attached
Customer response
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 response
03/15/2024
Pfa online screen shot from Italian govt.
Business response
03/19/2024
See attached
Initial Complaint
12/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
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
12/28/2023
Response attached
Customer response
01/08/2024
I am waiting for the matter to be solved. Please reopen.
Initial Complaint
12/20/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Cant find the complaint I submitted awhile ago. They wont reimburse me for travel delay which explicitly states in the terms that they cover
Business response
12/20/2023
Response attached
Initial Complaint
08/17/2023
Complaint Type:
Order Issues
Status:
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.
I purchased travel insurance from World Trips - Atlas Journey for a trip to ***** for 2 weeks in June. The connecting flight home on United/Lufthansa was cancelled due to no crew. We were stranded overnight in ********* *******. We got no meal or taxi vouchers for our 24 hour delay. We could not retrieve our baggage in *******, so had no clothes for 48 hours I have mailed in their claim form certified mail to the given address. They deny receiving the claim. I called the post office and they say it is at the post office for over a week and no one picks it up. I next tried to send my documentation electronically , but the site keeps crashing. My friend who traveled with me is having the same issues. How do I get reimbursed for my costs and the trip delay and baggage delay payments. I am going in circles.
Business response
08/24/2023
See attached response.
Customer response
09/04/2023
Although the company sent me a message over ten days ago that I would be reimbursed for over $100, I have not received anything from them.
They said the entire procedure would take days. It has been two months.
*******************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary