ComplaintsforRedSky Travel Insurance

Travel Insurance

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Initial Complaint
05/30/2024
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.
In October 2023, I purchased a vacation through ********* ******** ** ******* ***** **, who recommended I add travel insurance through RedSky, which I did. The vacation was supposed to be 10/13/24-10/20/24. However, in February 2024, I found out I was pregnant with a due date of 10/25/24, so I could no longer go on vacation. My doctor filled out the required form from RedSky, stating I could NOT travel after 9/27/24, yet my claim through RedSky was denied. RedSky states that they do not cover normal pregnancy, but that statement is nowhere to be found in their terms - the only time it is listed is under "pre-existing conditions", which I explained that it is not pre-existing because it wasn't even conceived until early February, so it literally did not exist when I booked and paid for the trip/insurance. I appealed their decision and yet it was denied again. RedSky has been NO help in getting this resolved and they are being very vague in their explanations. I'm paying for a vacation that is no longer happening, and the extra travel insurance I purchased is being wasted as well. The entire company seems like a ****.
Business response
06/04/2024
Attached is the response from **** ********* *******.
Initial Complaint
10/15/2023
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.
Booked our 25th wedding anniversary to Maui. Got Red Sky Travel insurance for our condo rental. Maui wildfires occurred so we had to cancel our trip - Maui was in a state of emergency and governor told tourists to not come. All our airfare and tours were fully refunded because of the wildfires. Every other business we talked to was sympathetic and understanding! Put a claim in through Red sky travel insurance for our money on the condo rental and we were denied!!!! They said because the condo rental company gave us a credit to use in two years, they are denying our claim. We don't want to go to Maui in the next two years, we wanted to go to celebrate our 25th anniversary!!! Plus Lahaina is all burned down! Why would we go now to visit Lahaina? It's gone. None of this makes any sense. Why get travel insurance to just get denied when a state of emergency occurs? Upsetting beyond belief. Also, we looked at the condo we rented and it's now $3000 more to rent on top of what we originally paid. It's not right. People get insurance for these emergency situations. To get denied is beyond me. We lost over $6000 because of this. Horrible that Red Sky Travel Insurance is doing this to other, and by reading the reviews all over Internet, to numerous other people. Can't believe they are still in business. Their reason for denying people is not right. If a location is in a state of emergency, and people are told to not go - we should have every right to get our money back. Plus now the area is destroyed. Red Sky Travel Insurance is scamming so many people.
Bureau response
10/24/2023
Mary ****
RedSky Travel Insurance
***** ********* **** ***** *** ********* ***** ** **** ******* ** *****

Dear Mary ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/14/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Michelle ****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.


If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Linda *****
************************

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Michelle ****

** ** *****
Daytime Phone: ###-###-####
E-mail: *******************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:
Booked our 25th wedding anniversary to Maui. Got Red Sky Travel insurance for our condo rental. Maui wildfires occurred so we had to cancel our trip - Maui was in a state of emergency and governor told tourists to not come. All our airfare and tours were fully refunded because of the wildfires. Every other business we talked to was sympathetic and understanding! Put a claim in through Red sky travel insurance for our money on the condo rental and we were denied!!!! They said because the condo rental company gave us a credit to use in two years, they are denying our claim. We don't want to go to Maui in the next two years, we wanted to go to celebrate our 25th anniversary!!! Plus Lahaina is all burned down! Why would we go now to visit Lahaina? It's gone. None of this makes any sense. Why get travel insurance to just get denied when a state of emergency occurs? Upsetting beyond belief. Also, we looked at the condo we rented and it's now $3000 more to rent on top of what we originally paid. It's not right. People get insurance for these emergency situations. To get denied is beyond me. We lost over $6000 because of this. Horrible that Red Sky Travel Insurance is doing this to other, and by reading the reviews all over Internet, to numerous other people. Can't believe they are still in business. Their reason for denying people is not right. If a location is in a state of emergency, and people are told to not go - we should have every right to get our money back. Plus now the area is destroyed. Red Sky Travel Insurance is scamming so many people.

Desired Settlement:
Refund

Additional Comments from Consumer:

Business response
10/25/2023
Dear Sir/Madame:
Please see attached the final response from Arch Insurance Company.
Sincerely,
Laura ******* Arch Insurance
Bureau response
10/26/2023
Michelle ****

**** *****

Dear Michelle ****:

This message is in regard to your complaint submitted on 10/14/2023 against RedSky Travel Insurance. Your complaint was assigned ID *********

BBB has received a formal response from RedSky Travel Insurance. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Sincerely,

Linda *****
************************

MESSAGE FROM BUSINESS:

Dear Sir/Madame:
Please see attached the final response from Arch Insurance Company.
Sincerely,
Laura ******* Arch Insurance
Customer response
10/29/2023

Complaint: ********

I do not accept the response made by the business to resolve this complaint. Please see attached: **** Response-RE 20735726.pdf

Sincerely,

Michelle ****
Business response
11/07/2023
Please see the response from Arch Insurance Company/RedSky.
Bureau response
11/07/2023
Michelle ****

**** *****

Dear Michelle ****:

This message is in regard to your complaint submitted on 10/14/2023 against RedSky Travel Insurance. Your complaint was assigned ID *********

BBB has received a formal response from RedSky Travel Insurance. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Sincerely,

Linda *****
************************

MESSAGE FROM BUSINESS:

Please see the response from Arch Insurance Company/RedSky.
Bureau response
11/12/2023
Mary ****
RedSky Travel Insurance ***** ********* **** ***** *** ********* ***** ** **** ****** ** *****

Re: ID * ******** - Michelle ****

Dear Mary ****:

Thank you for your recent response to Michelle ****. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Linda *****
************************

Bureau response
11/12/2023
Michelle ****

* ** *****

Re: ID * ********* RedSky Travel Insurance

Dear Michelle ****,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Linda *****
************************
Initial Complaint
02/23/2023
Complaint Type:
Billing 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.
Simply Steamboat "highly suggests buying" travel insurance. We had to cancel our trip because of medical procedures that we're going to have instead. We finally got our money back, minus the service fee, after getting different responses from Simply Steamboat associates and having information sorted out by the manager. However, the travel insurance we bought was suppose to help us get back our service fee. The travel insurance is mentioned on Simply Steamboats site in multiple places and highly recommended....but it's such a scam. Even after giving the medical information for my wife's upcoming procedures, the insurance company wants the doctor to fill out a form that says the doctor "suggested" cancelling the travel plans. So it won't matter what medical procedure you have, this insurance company will hold your claim until the form is submitted and the doctor says they were the ones to suggest you cancel your trip.
Business response
03/03/2023
Attached is the response from Arch Insurance.Company.
Initial Complaint
02/15/2023
Complaint Type:
Billing 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.
2/3/21 made a reservation and bought trip insurance through RedSky 1/3/22 had to cancel a trip due to COVID 1/3/22 made a claim to RedSky for cancelled trip 1/6/22 RedSky acknowledged our claim and assigned to administrator 1/7/22 We provided additional documentation to them as requested 5/17/22 RedSky states that our claim in under final review 12/25/22 In regards to our follow-up,RedSky states that one of their agents will respond shortly 1/21/23 RedSky replied that they closed the file 6/9/22, denying all benefits, even the cleaning fee. We were never there? Why are we charged a cleaning fee?
Business response
02/27/2023
Please see attached the final response from Arch Insurance Company. Thank you.
Initial Complaint
02/05/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a vacation rental in *******************, ** in Feb. 2022 with trip dates of 11/21/22-11/28/22 thru ************************* (VTrips). When we booked the trip, we also added and paid for trip insurance via Red Sky Travel. I paid a total of $1410.21 in deposits. After Hurricane *** devasted the ******************* area in Sept. 2022, I contacted ************************* and were told that because of the hurricane damage, the condo has closed and that all rental agreements have been cancelled for the rest of 2022 & were told to file a claim. In accordance with the policy, I filed the claim on 11/14/22 (7 days prior to our check-in). I did not hear anything back from Red Sky but would check the status online periodically. I noticed that the claim was closed with a reason of "duplicate claim". I called on 12/17 and 12/22 to try to correct the error. ******* emailed us on 12/22 saying that she had reopened the claim since it was closed in error. I email ******* on 1/3 & 1/6 to check the status but didn't get a reply. I called on 1/9 & 1/10 and ******* said ******* would get back to me. On 1/11 ******* emailed saying "claim is being processed and to allow 3-5 more days for finalization". I emailed ******* on 1/18 to check status and received no reply. I called on 1/19 and 1/23 and also sent an email, resulting in no reply. I called again on 1/25 and 1/26 with ******* assuring me he would look into it and have ******* get back to me. I received an email from ******* on 1/30 stating "claim is under management review pending finalization as of 1/25/23. Review can take 3-5 business days. Your claim left my desk as of 1/25/23". On 2/1, I noticed that the status online had changed to "duplicate". I called and spoke with ***** and explained the situation and she said she would look into it and call me back. She has not replied and I've called and left messages for her on 2/2 and 2/3. I just want our claim paid out since it meets all of the criteria of the insurance policy.
Business response
02/15/2023
Attached is the response from Arch Insurance Company.
Customer response
02/23/2023

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
01/09/2023
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 booked reservations at the ************** in ******, ** for Sept. 29 - Oct. 3, 2022. The hotel recommended we purchase Red Sky Insurance and we did. We have stayed there before and were really looking forward to our trip. Unfortunately, Hurricane *** hit our home in *********, ** on Sept. 28 and caused massive damage to the area. We were under a mandatory evacuation order, the ******** airport was closed for days, Delta cancelled our flight and said there were no alternatives in the near future, our road to our house was blocked by trees and washed out, no power, water, internet or phones for 10 days, etc. As soon as power was restored we filed a claim with Red Sky Insurance and sent them every document they asked for and more. It was all received by them. It is now Jan. 9 and we have gotten nothing but c*** from Red Sky. Every week when I call I am told my claim has already been sent to management, every week. This is not a small amount of money to us, it is $4000.00, which is why I bought the insurance. The ************** has been very helpful with all documents we needed and last week offered us $4000.00 in hotel credit, but with all the damages we are still paying for we really could use our money back. I believe this company is a sham and really can't believe that a nice hotel like the ************** would sell insurance from a company like this! Please beware of Arch Insurance/ Red Sky Insurance...they are not legit and we lost a lot of money that we could really use right now.
Business response
01/17/2023
***Document Attached***
Please see attached the final response from Arch Insurance Company. Our apologies for the late response. Our offices were closed on 1/16/23 in observance of ******************************** Day. Thank you for your assistance in this matter.
See Attachment/File: MD BBB ****** Complaint response.pdf
Initial Complaint
12/30/2022
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.
Purchased Red Sky Travel Insurance for a Beach Property at **********, **. On the day of Travel, Hurricane / Tropical ***************** came through the state. Hazardous travel conditions would not allow us to arrive on the day we were scheduled to arrive. I attemtped to use the travel insurance for the day of Hurricane *** only and was denied. I would like a refund of the Travel Insurance Premium or Reimbursed for the day of vaction lost.
Business response
01/10/2023
Dear Serigne Fall:

Please see attached the final response from Arch Insurance Company.

Thank you.
See Attachment/File: ** BBB ****** Complaint response.pdf
Initial Complaint
12/28/2022
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.
I purchased travel insurance for our family vacation to Outer Banks, June ****, 2022. During this trip, 8 of the guests came down with food poisoning. Two of them had to go to the hospital. Four of our guests cut the trip short and went home early due to illness. I filed a claim trip interruption claim with RedSky when we returned. After several weeks of providing documentation, they denied the claim, indicating it didn't fall within the parameters because we ALL didn't leave (still trying to figure out how/why this didn't fall under that provision). I then resubmitted the claim under Medical to at least try and recoup the Emergency Room fees. Once again, several weeks go by, with NO response until I reach out. Then I'm asked to submit MORE documentation, which I had already submitted (it is the same claim number for the medical claim). Now I'm at a month with still no response from this company. As a licensed ************* Agent, we are bound to have claims paid in a timely manner. I cannot believe the travel insurance industry isn't held to the same or similar standards. I am seeking reimbursement for the medical expenses, a pro-rated refund for the amount we paid for the rental, as well as a refund for the premium that I paid for this service.
Business response
01/11/2023
***Document Attached***
RO - Attached is the response from Arch Insurance Company.
See Attachment/File: ** BBB ******* Complaint response.pdf
Initial Complaint
12/15/2022
Complaint Type:
Billing 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 reserved a condo in Panama City Beach, FL through Vacasa for the week of Nov 16, 2022. Vacasa recommended purchasing travel insurance from Red Sky Insurance in case something happened and I was unable to go on this trip. I purchased the insurance which stated sickness as one of the reasons covered by the insurance. On Nov 17, 2022 I came down with the flu. I notified Vacasa I would not be able to make the trip to Florida. They advised me to file a claim with Red Sky Insurance which I did. The claim was denied I assume because I do not have a doctor's statement concerning my illness. There was no mention of a doctor's statement until I filed the claim. I want the claim paid.
Business response
01/05/2023
Business Response /* (1000, 5, 2022/12/19) */ Dear Serigne Fall: Please see attached the final response from Arch Insurance Company. Thank you.
Initial Complaint
12/01/2022
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.
My mom was diagnosed with terminal breast cancer. She was put on a ventilator on 5/14/22 and was taken off the following day. I scheduled a vacation for us shortly after on 5/17/22 and paid additional for travel insurance due to the nature of the circumstances. She started to decline again toward the end of the month, so I decided to cancel and filed a claim with insurance on 5/26/22. She ended up passing **** on 6/9/22... I spent nearly 6 months providing all of the excessive and almost impossible paperwork from multiple entities Red Sky demanded. They still denied my claim stating, "travel insurance does not insure losses under every circumstance and only insures the perils listed in the policy, subject to the terms, conditions, restrictions and exclusions". This seems extremely unethical considering I cancelled over a month prior to the scheduled vacation, and if this situation doesn't qualify, I'm not sure what would.
Business response
12/29/2022
Business Response /* (1000, 5, 2022/12/09) */ Dear Sir/Madam, Attached is the final response for ******** ****** from Arch Insurance Company. Thank you, Kim ******** Arch Insurance Company

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