Complaints

This profile includes complaints for Seven Corners, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Seven Corners, Inc.

  303 Congressional Boulevard Carmel, IN 46032-5631

  
• 

  Seven Corners

  PO Box 211379 Eagan, MN 55121

• 

  Seven Corners Travel Insurance

  PO Box 211760 Eagan, MN 55121

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:11/16/2022

  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.

  My daughter participated in a program titled EF Tours which is an educational travel program run through her school. ** uses Seven Corners as their insurance carrier in which as a traveler we needed to buy into to participate in the trip. Her trip ran through end of June 22 through early July 22. In day 3 of her trip she came down with COVID which automatically forced her to end her tour. In Seven Corner's policy it dictates if a traveler is unable to continue on with the tour due to COVID/illness a portion if not all of the money will be returned within 100 days. Two other travelers that were with my daughter have already received their refund two months ago. We have not. Seven Corners continues to push us for information that none of these other travelers had to provide therefore we feel they are using a stall tactic so to avoid reimbursing money that is due to us. We have complied with all guidelines - once my daughter tested positive the ** tour guide was notified and immediatley followed the proper procedures alerting all necessary parties of my daughter's trip interruption. We have provided the results of a her positive COVID test, in addition to all required back up information that was asked of us. Yet we still have received no refund and no anticipation if and when we will see our money. It is with this we are seeking assistance in getting our refund that is due to us.

  

  Business Response

  Date: 11/21/2022

  Good day,
  
  Please see the attached response involving complaint number: 18413831.
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.

• Initial Complaint

  Date:11/14/2022

  Type:Order 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.

  For my claim ********, I submitted the additional documents they asked for when contacted and I was told I should be getting an approved claim any day. It has been weeks since this happened. I submitted everything needed for this claim. Please approve and direct deposit my money.Thank you so much!

  

  Business Response

  Date: 11/18/2022

  Good day,
  
  Please see the attached response involving complaint number: *********
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.
  
  

  Customer Answer

  Date: 11/21/2022

  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:11/06/2022

  Type:Order 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.

  The Seven Corners ********************* insures trips booked through EF Travels. Educational trips booked by school children to travel abroad. I booked a trip for my daughter in February 2020. I paid in full at that time. The trip was postponed due to Covid -19. The next year it was supposed to happen but was postponed again due to the ongoing pandemic. Finally, the trip was to happen in 2022. EF Tours requires a clean PCR Covid test three days prior to departure. My daughter tested positive for Covid. She could not go on the trip. On April 19 I reached out to the tour company to tell them I made a claim and had still not heard back. On July 10, I sent an email with proof of a positive PCR Test prior to the trip. On July 25, 2022 I got confirmation that my claim was received by seven corners. On August 18th I contacted EF Tours again to report the lack of response. I got an automated response saying they would reach out within 3-5 days. On August 22, 2022 I finally heard back from EF Tours and they said they are completely out of the loop once a claim is made through Seven Corners ***************** and I need to call them. I phoned early October and was told claims are not even considered until 117 days after filing. Call back Oct 30. I called Oct 30 and was told they are waiting for policy details from EF travels. They should know their policy if they insure them. Still no call or email or check! I need that money.

  

  Business Response

  Date: 11/16/2022

  Good day,
  
  Please see the attached response involving complaint number: 18365389.
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.
  
  

  Customer Answer

  Date: 11/16/2022

  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. 
  
  I would also like to share with you that the seven corners company had all of the information they needed to process the claim but called yesterday asking if I had additional insurance. Making up an excuse for the delay in setting my claim. Now I wait an additional **** days for the money!  I gave them my direct deposit info to expedite the refund and they are still stalling. 

  Thank you for your assistance.  

  
  

  Regards,

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

• Initial Complaint

  Date:11/05/2022

  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 filed claims for CFAR coverage for segments and travelers who were unable to travel for a September 14th trip. The claims were filed on August 27th and as of today, November 5th... These claims have not been actioned.50BRJHT-103677 - Claim ******** 2RTB22-AOS-107706 - Claim ******** I have followed up several times, I was told 47 days, then 66 days, then 90 days... I am asking that Seven Corners adhere to its quoted time frame, instead of continuing to change it. The company failed to open claim ******** (hence the huge gap in sequencing) because they thought it was a duplicate. No communication, no questions were asked. During numerous follow **** claims agents failed to identify the issue. This is a very poor experience and while I understand staffing shortages and other factors create challenges but we are nearly 3 years into a pandemic and the excuses for poor service have got to stop.I called requesting a manager, never received a call back. These claims were escalated for action within 72 hours, I can see one claim has been "under review" but the only action was for the request for me to submit a payment authorization form (which isn't a required form). The reason it was suggested that I fill out this unnecessary form is so that Seven Corners can pay me via direct deposit versus check; as I made it clear that I am in the process of moving and cannot promise I will be reachable at the same address if the delays continue. Instead of expediting my already old claims; they simply place a band aide on it by having me complete silly authorizations. That still doesn't address the insane delay!The claims representative also had me resubmit everything all over again because they were missing what was uploaded in the claims tool. This is the problem with having no one assigned to the claims!Due to the age of these claims and the lack of staffing and organization; I'm concerned more waiting will lead to more mistakes, more confusion and more delays..

  

  Business Response

  Date: 11/23/2022

  Good day,
  
  Please see the attached response involving complaint number: 18362402.
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.
  
  

  Customer Answer

  Date: 11/23/2022

  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. 

  While I do appreciate the progress made on the two claims being closed and completed, the claim associated with 2RTB22-AOS-107706 completed incorrectly. Due to my Claims Advisor not returning my calls, or honoring requests for call back for 30 days, there seems to be another mistake, possibly due to miscommunication late of communication.

  ******'s email as of yesterday reads: Unfortunately, your reason for cancellation is not covered. We have processed your claim under the Cancel for any reason benefit which pays up to 75% of you non-refundable trip costs. Additionally, in order for trip cancellation to apply to an insured, they must have fully cancelled and not gone on the trip. For the booking totaling ******, we had to split that in half since ******* was the only one on that booking that fully cancelled

  The problem is that I have provided evidence on several occasions of the Air Europa segment (totaling $******) being cancelled for both ******* and I, as it was a shared ticket. Hence, one booking confirmation and once cancellation request. I have included the attachments once more (in my BBB response). Since, this line item was reduced to $290.52 (half of what I claimed), I am asking that the other half of this be reimbursed promptly.

  I called into claims, they advised me to file an appeal since it would be faster and more accurate that continuing to work with ****** (which is very unfortunate). They verified, that if the ticket was fully cancelled, it should be fully reimbursable.

  See attached document for more details.

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

  
  

  

  Business Response

  Date: 12/14/2022

  Greetings:
  
  Seven Corners has re-evaluated **************' Cancel For Any Reason claim with regard to claimed airfare expenses totalling: $581.05.
  
  ************** was seeking reimbursement for this expense, however only 50% ($290.52) of this expenses was evaluated under claim number: ********.
  
  Itemized Settlement for Claim Number ******** 
  Cancelled Travel Expense: $712.44
  Cancelled Travel Expense: $132.00
  Cancelled Travel Expense: $290.53 (50% of Airfare Costs: $581.05)
  Subtotal: $1,134.97
  Less 25% CFAR Expense: -$283.74
  Amount Reimbursed under Claim Number ********: $851.23
  
  Seven Corners has determined to issue an additional payment to ************** as follows:
  
  50% of Claimed Airline Expense ($581.05): $290.52
  Less 25% CFAR Deduction: -$72.63
  Subtotal: $217.89
  Amount Reimbursed under Claim Number: ********: $217.89
  
  An EFT/ACH Transfer payment will be issued to ************** banking institution. Please allow up to 5 business days for processing. 
  
  Regards,
  
  Seven Corners, Inc.

• Initial Complaint

  Date:11/01/2022

  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.

  On April 8th, 2022, my two daughters were supposed to leave from ********** ******* airport, ***, for an EF Tours ************** all inclusive trip to ******. Both my daughters, paid over $4,000 for the trip and purchased travel insurance suggested by EF Tours through Seven Corners. The original flight out of **********, ** was cancelled on Friday, April 8th and rescheduled for Saturday, April 9th 2022. The ** tour group was notified the girls would not be there on time that Friday, but they would be able to catch the tour group the next day before the group left ***********. Arrived Saturday, April 9th 2022 to the ******************, we were told their flight was now delayed. Because of the delay, they missed their connecting flight in NY. The airport told the girls that they were unable to get them another flight to ****** that day.They even asked a ****** Airlines rep to check and see if they could get on one of their flights to get them to Bel City to meet the tour group. They were also unable to get them a flight that day. The airport looked at other options at other airports and could not find them a flight to arrive that night. The girls were then told they did not have a flight available and it would be two or three days before they were able to get them to ***********. The girls then messaged their tour group and were told the group would be leaving Bel City that evening, so they would miss the group by the time they were able to get there anyway.The girls had already missed Day 1/ Day 2 of the itinerary that they paid for and would be missing Day 3, Day 4 ~possibly Day 5. Because they were not able to get a flight for two days and had already missed the tour group, they headed home, called EF tours and cancelled.They were told to put their claim into the insurance they purchased and they should receive reimbursement for at least Day 1-5 because it covered trip delay-missed connection.Claim denied~we pd for this coverage ~ ******* statesdifferently

  

  Business Response

  Date: 11/10/2022

  Good day,
  
  Please see the attached response involving complaint number: 18342122.
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.
  
  

  Customer Answer

  Date: 11/17/2022

  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. 
  
  We already know that trip cancellation reasons were not covered by the travel insurance they bought when they booked with EF Tours.  We want their money back from the days they were unable to be on the tour because of the their FLIGHT DELAY, (which the flight was cancelled the first day and delayed the second day so they missed their connecting flight).  This caused them to not be able to fly out for another three days!  It clearly states on their  paperwork, their schedule of benefits covered, that TRIP DELAY IS A COVERED REASON and will cover their expenses of $500 per day, up to $25001  They missed Day 1 and 2 because of the original flight cancellation the first day and then the delay the second day which caused the missed connection.  They were then forced to cancel because they had no other option!!  A flight would not get them to their destination on time...they had already missed the tour leaving from ***********.  I have attached the schedule of benefits again, so we can clearly see they should be reimbursed for the days they missed because of the cancelled (to the next day) and then delayed flight.  

  
  

  We are not asking for the full price back.  I can clearly read that reasons for trip cancellation was not one of their reasons that cause them to cancel, unfortunately for my girls that spent a lot on this trip that didn't happen, which was out of their control.  What we do want, and we were told by the ** Tour representative when we called the emergency line, and we were told by the flight customer service, that the insurance they bought would at least cover the days they missed because of the flight delay, which caused them to miss their connection.  We are saying that their schedule of benefits states they should be receiving money for the days they missed because of the flight delay.  They missed Day 1 and Day 2, which included extra excursions they paid extra for as well.  They also would have missed Day3-5 because of the unavailability of flights until then.  Even if they don't get reimbursed for Days 3-5, because they had no choice but to cancel this trip because they had no other option, they definitely should be paid back for Day 1 and Day 2 because of their flight delay.  

  
  

  It is completely frustrating to know that this company has scammed my girls into buying their travel insurance through EF Tours **************.  We do need to let other customers know that it is not worth the money.  When the schedule of benefits says it covers certain things, and then we are told they aren't going to get reimbursed for the things it states.  I have had to put so much time into this, to get my daughter's back what they deserve and what they paid for.  Both EF Tours and this insurance company has let them down by telling us that they will not pay them back for the days they missed because of the delay, when we can all see that it states they should be, on their schedule of benefits covered.  ************ is just trying to make it sound like they cancelled their trip for an uncovered reason, and the reason wasn't covered, which we know.  We are looking for reimbursement because of the trip delay. You need to pay up for those days they missed because of the delay!!!  

  
  

  Please let other people and travelers know.....Do not buy the extra insurance from this company!!!!  It was so much money for nothing!!!  What happened to my girls is the reason we bought the extra insurance because we know airlines have had delays since Covid!!  They seem to be a scam if they can't even follow their own schedule of benefits covered.  We shouldn't have to fight for what they paid for.  We want the girls to get at least Day 1 and Day 2 covered because they missed those days even before they had to cancel their whole trip.  If the company still does not cover, at least we will know that we have warned others about this travel insurance.  It is not worth it.  Don't fall for what they say they will pay.

  
  

  Please make sure this company does not scam another traveler.  
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 05/02/2023

  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 put in a complaint about Seven corners insurance last November after my daughters had their flight cancelled,rescheduled, then delayed causing them to miss their connecting flight and then miss the **tour group. Because of this, they had to cancel the trip because they could not get to their destination. This insurance company would not pay the girls back. We only asked for them to pay back for day 1 and day 2 that they missed because of the delay before they had to cancel the trip completely. I appealed it, sent in a complaint last November to BBB, said it was not resolved, sent in another appeal, not ok with answer, sent email to BBB no response. We want the $ they deserve for day 1 & day 2 of their trip, including excursions they paid extra for, because of the flt delay which caused them to miss their connecting flight, which was already two days into the trip. Even before they had to cancel, because they could not get to their destination, they had already missed day 1 and day 2 of the ** tour because of the flight. BBB- how have you not looked into this company and found them to be a fraud??? How are you allowing so many people to be scammed by this same company?? We all have the same story! Have you not read all the complaints and comments? Everyone is saying the same thing. They have stolen money from everyone. A FRAUD,SCAM! EFTours is certainly getting a bad name for having this insurance company attached to their name. How is it that nothing has been done and my daughters have not received any money back?They paid over $4000 each for this trip and were unable to go, certainly not on their own free will.We want the funds back for day1&2 for both girls for trip delay, missed connection that they paid extra. It states ON THEIR CONTRACT how much per day they should have received for missing these days.All paperwork was sent to Seven corners a year ago. Shame on you BBB for allowing all these terrible complaints/ reviews and not shutting them down!

  Desired Resolution:

  Refund

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

  
  

  

  Business Response

  Date: 05/02/2023

  Good day,

  Please see the attached response involving case number: 18342122.

  Best,

  Seven Corners, Inc.

   

   

  Customer Answer

  Date: 05/03/2023

  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. I do feel it is ironic that we only got some money back from Seven Corners after knowing an investigation is eminent.  I feel like Seven Corners knew that I was trying to get money back because of 'Trip Delay' when I explained it in my first appeal letter, but their response stated that our Trip Delay reason wasn't covered, but now all of a sudden, after fighting with frustration for over a year, they stated 'Trip Delay' is covered according to the contract we received with our trip paperwork. That is what I have been saying all along.  It is clearly stated, so felt like Seven Corners was just saying things to me to believe that isn't what we paid for so they wouldn't have to pay us a dime. 

  The contract does state $500 a day for missed days ( they missed two days before having to cancel the trip for flight cancellation and delays, missed connections and missing the tour group's departure) and my girls each only got $251 for each day, plus the missed, paid  excursion reimbursement.  I am happy my girls got this back and am grateful they got some monetary reimbursement, so I am obviously not going to reject it after all this time I have spent. Maybe the wording is confusing~ maybe that is the maximum per missed day and not reimbursed amount each day.  I do however think the wording is confusing on purpose so that the wording can be manipulated by Seven Corners in order not to pay any consumer for what we thought we were purchasing.  I don't know.  I am just thankful my girls received a small amount of their money back for a trip they spent thousands on and were unable to take.
  
  
  

  Regards,

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

• Initial Complaint

  Date:11/01/2022

  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 travel insurance **** ******* Agency Silver Plan, Cert #**SJHT-119339 on 4/25/2022 for my trip scheduled 6/21/2022. I had a missed connection on my trip and my luggage was lost. These issues are covered by the travel insurance policy that I purchased. I filed a claim 7/25/2022 and submitted all of the requested documentation. They requested the same documentation on 9/20/2022 and I sent them the requested documentation. I still have no resolution to my claim. The company seems to be dragging this out longer and longer. I sent email requesting a status but they go unanswered.

  

  Business Response

  Date: 11/08/2022

  Good day,
  
  Please see the attached response involving complaint number: 18342424.
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.

  Customer Answer

  Date: 11/16/2022

  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 meager amount the company approved did not even cover the cost of the hotel required for the overnight stay needed until the next available flight could be taken. The settlement is short by $750 as a new plane ticket was required for an additional $1800 and the hotel room for $180. The insurance is supposed to cover these costs for unforeseen occurrence of missing the connection.  It is clear that Seven Corners has sought to not stand behind the policy that they sold.
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 11/17/2022

  Good day,
  
  The presented travel claim was adjudicated per the Trip Delay coverage provisions and subject to the Per Day/Per Person coverage benefit limits as detailed in the policy. 
  
  ************** departed on his trip 6/21/2022 where he experienced trip delay. As a result, he incurred the cost of an overnight hotel room and purchased additional airfare. ************** continued on his trip the following day: 6/22/2022.
  
  The Trip Delay coverage benefit has a Per Day/Per Person coverage benefit limit of $150.00; with a maximum coverage benefit of $750.00.
  
  For the one day delay sustained by **************, the reimbursement amount is $150.00. 
  
  ************** is welcome to review the Trip Delay provision language for further clarification; however, we uphold the settlement amount per the terms, conditions and limitations of the **** ******* Agency Silver Plan.
  
  Seven Corners, Inc.

  Customer Answer

  Date: 11/28/2022

  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.]

  The missed connection caused me to have to purchase another ticket and stay in a hotel room until the next day. The out of pocket costs are in excess of $2000 and previously documented in my complaint with copies of the charges. Sending me $150 does not come close to covering me for the out of pocket costs and I expect the $750. In addition there was nothing given for the lost luggage. I would have been farther ahead to not get insurance as they refuse to cover the proven out of pocket costs up to the maximum allowable.
  
  Regards,
  
  ***********************

  
  

  

  Business Response

  Date: 11/28/2022

  Hello,

  We have reviewed the additional documentation form **************. In review of the file, the maximum Trip Delay benefit of $150.00 was paid to ************** for his trip delay. A copy of the policy wording was sent at the time of purchase showing the coverage amount for this type of loss. In regards to the baggage delay, The Baggage Delay coverage will reimburse an insured for the expense of replacing necessary personal effects, up to $500.00, upon sustaining a delay of 12 hours or more. Receipts for the
  purchase or replacement of necessary personal effects must accompany any claim. Seven Corners requested that ************** provide receipts or proof of purchase documentation for the necessary personal effects he purchased while his baggage was misdirected. ************** responded he was seeking payment for the inconvenience he incurred to retrieve his luggage. Unfortunately, the Baggage Delay benefit does not provide coverage for this reason.
  Therefore, ************** Baggage Delay claim was declined for payment on November 5, 2022

  Customer Answer

  Date: 11/29/2022

  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.] This is a MISSED CONNECTION not just a trip delay. The MISSED CONNECTION caused me to have to buy another plane tick and have an overnight stay in the hotel. The maximum benefit for a MISSED CONNECTION is $750 of which I have proven almost 3 times that amount in my costs.
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/22/2022

  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 purchased two international insurance plans from SEVEN CORNERS (**) before I traveled to Europe and *********, but they haven't covered anything since May 2022.- I twisted my ankle while running in ***** and suddenly got eczema on my face and hands in ******. I went to the local hospital and paid 60 euros in *****, and 278 pounds in ******.- Before I went to *********, I purchased another insurance plan just in case. After 7-day mandatory quarantine, I couldn't buy the ticket (more than ***** people grabbing only 800 seats) and failed to enter ***** immediately. And my ankle problem got worse, so I went to another local private clinic and paid **** HKD in total.I filed my claims around May and June 2022, however, so far I haven't received any compensation, which I don't think is appropriate. Hope BBB could help me arguing about this. Thanks.

  

  Business Response

  Date: 10/27/2022

  Good day,
  
  Please see the attached response involving complaint number: 18300615.
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.
  
  

  Customer Answer

  Date: 11/06/2022

  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. 
  
  Really thanks to the BBB team! 

  Regards,

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

• Initial Complaint

  Date:10/19/2022

  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 enrolled my daughter in a tour program for an educational trip to **** at the end of her senior year of high school. I made payments over the course of about 2 years for a total of about $3000 to EF Tours. EF Tours provides a third party travel insurance through Seven Corners. I purchased the insurance because of all the uncertainty due to the ******19 pandemic. EF Tours required a negative COVID test within 24 hours prior to departure and my daughter tested positve. The trip took place in the latter part of June 2022 but my daughter was excluded because of her positive test. EF Tours instructed me to contact Seven Corners for my claim. I have contacted Seven Corners multiple times and I have been given the same message about delays in processing each time.

  

  Business Response

  Date: 10/21/2022

  Hello,

  Please see the attached response to this complaint.

  Thank you,

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

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am unable to determine if the response would resolve my complaint at this time.  For your reference, details of the offer I reviewed appear below. 
  
  It has been common practice for medical providers to not schedule individual patient appointments for COVID-related issues. ****** Permanente, in particular, schedules testing and provides care instructions along with the test results. The care instructions directed ****** to quarantine. ****** only tested because of the requirement by EF Tours for a negative test within 72-hours of departure. It would not have been possible for her to secure a physcians appointment before the trip date in order to have the Seven Corners Physicians Form completed. 

  
  

  I have sent ******'s test results to the Seven Corners representative who contacted me following the start of this complaint. The first is a time and date stamped picture of ******'s positive at home test, showing she took the test the day before departure. The second is a screen shot of test results from ****** Permanente, showing a positive COVID test result two days after the departure date; the soonest appointment that was available. If Seven Corners honors the policy, acknowledging the current practices of the larger medical community regarding COVID-19 related illnesses, I will be able to consider my complaint resolved. 

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

  

  Business Response

  Date: 10/31/2022

  Hello,

  After review of the additional documentation submitted, we have approved this claim for payment. Please allow 5-7 business days for the payment to be processed

  Customer Answer

  Date: 11/07/2022

  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. Thank you for your assistance in this resolution. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:10/15/2022

  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 purchased trip Insurance from Seven Corners for a trip to ***** 6/25-7/9/2022. Certificate Number 4RTL18-WA-103511. I purchase trip insurance that include COVID-19 trip coverage--from the coverage letter "COVID-19 is treated the same as any other sickness for purposes of all coverages that are triggered by a sickness or that can reimburse losses resulting from a sickness, including death caused by sickness. This includes, but is not necessarily limited to, Trip Cancellation, Trip Interruption, Accident and Sickness Medical Expense and Emergency Medical Evacuation/ Medical Repatriation/ Return of Remains (including the sub-benefits of many of these)." I contract COVID-19 (despite being fully vaccinated w/2 boosters) on day 3 of my trip which caused me to have to leave my tour group and pay for expenses while ill. I filed my claim 7/24/2022, receive a confirmation of receipt 7/26/2022. I have emailed, called and What's Apped multiple times as the claim is still marked received. First I was told it would take 4-6 weeks to process, then 60 days, then 96 days. As of today 10/15/2022, no response, no processing of my claim and no pay out of the claim.

  

  Business Response

  Date: 10/20/2022

  Good day,
  
  Please see the attached response involving complaint number: 18228457.
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.
  
  

  Customer Answer

  Date: 10/22/2022

  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.]
  Good afternoon:

  
  

  I've reviewed the message from Seven Corners and have determined that I have concerns and believe that my complaint is not fully resolved yet. I appreciate their recognition of the delay in processing, and I did receive an email from them on October 18, ************************************************************** their message. I emailed Seven Corners October 18, 2022 in return, with copies of the requested bank statements documenting the payments of the pre-paid trip as well as an explanation and additional information regarding their medical statement request.

  
  

  My concern is related to the request for:

  "Confirmation of her treatment from a Physician for her Sickness during her trip and to provide documentation affirming that the physician imposed restrictions that prevented her in participating in the trip as a result of her Sickness." 

  I, in the initial claim submission provided the ******19 positive PCR test report which was signed and certified by a legally qualified physician--*******************************, see attached PCR.

  In regards to imposing restrictions from participating:

  • I was on a walking Camino tour that required 15 miles a day of walking. I was sick and unable to walk those distances during the trip days that I missed.
  • My *********** Bold Spirit Travel is licensed in the *******************; *** requires employers to follow the ********** ********** of ******** isolation guidance for ******19. The tour required that I leave to protect their employees as part of their "Safe Place" requirements for source control--they cannot expose their employees to ******19 positive clients.
  • I work for the ********** ********** of ****** and followed their isolation requirements (because I was sick) and to mitigate the spread of disease. Additionally, I was in constant communication with the WA ********** of ******** Senior COVID Advisor/Medical Doctor, for medical advice on isolating.
  • I did try to get into a clinic in ***** to be seen but was turned away. 

  https://www.lni.wa.gov/safety-health/safety-topics/topics/coronavirus
  

  https://www.lni.wa.gov/agency/outreach/coronavirus/requirements-and-guidance-for-preventing-covid-19
  

  https://doh.wa.gov/emergencies/covid-19/testing-covid-19/tested-positive-covid-19
  

  
  

  My concern is that I previously provided this information, have provided it again, and expect that it meets the criteria even though I was not able to get into a clinic in ***** (I tried) and have a doctor there tell me to isolate because I was already required to do so based on my state's requirements at that time, and the *** requirements for worker safety for the tour group.

  If my claim is denied because I was too sick to get to the doctor, and once I could get to the doctor in *****, was turned away--and have provided documentation regarding a lab-confirmed PCR by a qualified physician in *****, I believe that my complaint will be unresolved. My hope with the extensive documentation that I have provided including the professional contact information of the WA ********** of ****** Senior COVID Medical Advisor, Seven Corners will honor their insurance in good faith.

  
  

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

  

  Business Response

  Date: 10/25/2022

  Good day,
  
  ******************, notes that the Coronavirus test dated 7/2/2022, was signed by *****************************, a legally qualified physician. However the test results also states the following: "SARS-CoV-2 RNA is detected in the sample analyzed(Ct=23.5) Contact your ****** Care Provider so that, based on this result, they give you the appropriate indications for the correct management of your health and that of others."
  
  Per the Coronavirus test result, ***************************** does not impose restrictions on the patient (*******************************) as a result of the Coronavirus test result that prevented her continued participation in her trip.
  
  As noted previously, The RoundTrip Elite (WA) plans trip interruption benefit provides coverage benefits for a covered Sickness or Injury which:
  
  occurs while You are on Your Trip
  requires Medical Treatment at the time of interruption resulting in medically imposed restrictions, as certified by a Legally Qualified Physician
  and prevents Your continued participation on Your Trip
  
  Based on the documents that were submitted for review, there was no medical restrictions imposed by a physician via an in-office visit or via a telemedicine visit involving the Sickness that caused ****************** to interrupt her travel.

  As a result, the claim would be ineligible for reimbursement.

  Sincerely,

  Seven Corners, Inc.

  Customer Answer

  Date: 10/26/2022

  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. 
  
  10/26/2022
  Response
  I refuse Seven Corners Response for the following reasons:
  Their interpretation of trip interruption in their Roundtrip Elite policy due to COVID-19 is not aligned with their plan document.
  
  
  The first section articulates quarantine as a covered interruption.
  The second paragraph here articulates 
  If sickness does not require hospitalization AND
  You must extend your trip due to medically imposed restrictions as certified
  COVID-19 did not cause my trip to be extended thus necessitating a Legally Qualified Physician to impose restrictions. My trip stopped on my third day in ***** due to being ill and testing positive confirmed by a laboratory PCR test of a highly infectious disease.
  Additionally, I submit that Seven Corners response and denial of my claim represents blanket denial and not thoroughly reviewing my claim in good faith.
  My claim outlines two interruptions: one due to contracting COVID-19 and having to isolate while sick. Second, my return flight home was canceled by the airline and so had to extend my stay by two days incurring expenses.
  I have provided detailed narrative as well as evidence of both interruptions.
  Additional Summary:
  As I have re-read Seven Corners website descriptions of the travel insurance they provide, and the plan documents that came with my coverage, I realize that it is apparent that this insurance company follows the practice of offering coverage that *** or *** not be paid out when you need it. Furthermore, the plan documents outline a three part grievance process that can take up to a year to resolve, exercising the practice of wear out the consumer so that you do not have to pay out. I bought the insurance in good faith and, to my credit, did everything in my power to protect myself and others from contracting COVID-19. I opted for this insurance after reading many reviewsexcept reviewing those on BBB (my mistake)--over the ************************ that Bold Spirit Travel recommended ******* learned and will be shared with the business). For awareness, 9 out of 17 people on my tour (fully vaccinated) contracted COVID and had to leave the trip per the company and their requirement to follow the ******* of ****** and Labor and Industry as laid out in my last responsetheir claims with other companies have already been addressed and moreover paid out.
  It is a poor and dishonest practice to offer coverage with no or little intention to make good on it.
  I hope Seven Corners makes this right. Thank you, BBB, for your ongoing support of consumer rights.
  Best,
  *********************
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:10/07/2022

  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.

  This is an insurance company for explore *******, the travel company which I will also file a complaint about. Seven Corners will not review my claim as to why my daughter cannot attend the trip to *************. I can provide bank statements of every payment made and I filled out the paperwork for the claim. We will be moving out of state which means the trip is now null and void. I did not know this when I enrolled her and she also suffers from depression which would make her going on the trip a medical issue. This has also increased since the trip was booked. They can in no way take this long to review a claim. It is absolutely ridiculous and filing a claim in June and then still having to communication or review of the claim.

  

  Business Response

  Date: 10/12/2022

  Good day,
  
  Please see the attached response involving complaint number: 18180905.
  
  Should you have any further concerns, please contact this office.
  
  Best regards,
  
  Seven Corners, Inc.

  Customer Answer

  Date: 10/13/2022

  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 fine print had not been shared with me regarding the travel insurance.  I find it completely ridiculous that a child needs to be hospitalized.  I have a letter from her Psychiatrist.  We are also moving and she will no longer be at the school.  This is for her mental well being and I did not know we would be moving sooner at the time of making the trip plans.  The monies used for this trip were from my mother, who gave us funds from my father, who passed away.  It was his pension monies.  You have no heart or understanding for circumstances that are beyond our control and are now keeping the monies of a dead grandfather.  I will not give up getting the funds back.  In this economy, as well as the fact that I am a single parent, cannot understand why you would keep this money and not return what is rightfully mine.  We are not attending and WILL NOT BE LIVING IN THE ***** NOR WILL SHE BE GOING TO THE SCHOOL.  This is unacceptable and no, does not resolve my complaint.  

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

  

  Business Response

  Date: 10/14/2022

  Hello,

  We understand that Ms. ********* is unhappy with the determination; however, we must process claims per the terms and conditions of the plan. If there is additional information for review, we would be happy to review any additional documentation submitted.

  Thank you,

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

   

  Customer Answer

  Date: 10/14/2022

  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. 
  
  In order to be able to continue with this, an appeal will do no good.  The outlines of an appeal are asking for information that I have already provided at length.  You must know that monies from deceased person, me being a single parent, moving out of state and her having Depression should be enough for you to make an exception.  Are there not other cases with extenuating circumstances or good faith that you display at all?  My daughter has also been unable to go to school due to bullying and online statements that she should "kill herself".  This from child that has already been suicidal.  But to be considered she has to be hospitalized?  You can not take this on good faith that a trip, even if we were here would be detrimental to her well being due to her stress, anxiety and depression?  You should want the best for the students that attend the schools you work with and this is completely heartless.  You should know that this is a serious issue and you are making light of it.  That is heartless and unkind.  And morally wrong.  You should take this up the chain of command and ***** me the refund.  

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