ComplaintsforTravelex Insurance Services, Inc.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re: Confirmation- ********* Plan number- ******* A basic travel insurance plan policy was purchased through the Travelex Insurance Services company for trip cancellation coverage dates 11/07/2023 to 11/17/2023 for ******* ****** and ***** ******. Total cost $548.00 Travelex Insurance Services company was a third party referred to us by *********** Cruises and Tours. Which is the travel agency our trip was scheduled through for dates 11/07/2023 to 11/17/2023. On October 7, 2023, a terrorist attack and invasion on Israel caused the country to cease all incoming and outgoing travel into Israel. Since that date, the Israel-Hamas war has commenced. Because of these events, our travel company, *********** Cruises and Tours cancelled the trip. After speaking to them about the specifics of the cancellation, *********** Cruises and Tours issued to us a full refund for any payments made for this trip. Then we were encouraged by *********** Cruises and Tours to contact the third party, Travelex Insurance Services to request a full refund for the trip cancellation coverage. Multiple call attempts were made to explain the specific reasons for the trip cancellation by the travel agency. During several conversations and email correspondence with Travelex Insurance Services, we requested a full refund since *********** Cruises and Tours cancelled the trip. Travelex Insurance Services has refused to refund to us any payments made to them for the scheduled trip on 11/07/2023 to 11/17/2023. Therefore, we are filing this complaint in order to recoup the payment made to Travelex Insurance Services for a trip that was cancelled by the travel agency. Thank you for your time and attention to this matter.

  

  Business response

  08/05/2024

  Please find attached the response to ***** BBB Complaint ID: ********Please allow this letter to serve as Travelex Insurance Services, Inc. (“Travelex Insurance”) response to case #********, for ******* and ***** ******, dated July 26, 2024.  
  
  Berkshire Hathaway Specialty Insurance Company (“BHSIC”) is the underwriter and claim administrator for the policy you purchased. Travelex does not make claim determinations. It is important to remember that insurance is highly regulated, all benefits, terms, conditions, limitations, and exclusions of the policy apply, and documentation is required, for any claim. 
  
  We were able to obtain documentation from *********** Tours that confirms that you were refunded all that you had paid for your trip.
  
  As requested, the policy has been cancelled and the refund returned to the **** card you used to purchase the policy.  We advise that you may see the credit in the next 7-10 business days, but that can vary based on the financial institution. 
  
  If you have any further questions, please feel free to reach out to me via this email or call our office at ###-###-####. 
  
  We trust this reply resolves this inquiry.  Should you have any additional questions you may contact Travelex at **********@TravelexInsurance.com.
  
  Sincerely,
  
  Travelex Insurance Services, Inc.
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 5, 2024, I purchased trip insurance. The policy gave the impression that if for any reason I had to cancel, it would be covered. They denied my reimbursement stating that it had to be some catastrophic event.

  

  Business response

  06/14/2024

  Please find attached Travelex Insurance Services response for Case #******** for ****** ****** 

  Sincerely,

  Travelex Insurance Services, Inc.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheduled a tour through ******** ****** ***** on 7/18/23 starting with a deposit and paying for the tour on 8/9/23. I was finally able to make the flight arrangements on 8/14/23 that cost was separate. American Israel Tours said it was highly recommended that I purchase Travel Insurance to cover that cost of the tour if anything happened. They advised to click on the link and go over the insurance. The site for Travelex is vague and there was no link to the full policy so I called on 08/16/23 and spoke to a representative. I was never told in that conversation to review the policy prior to purchasing. I was advised to get the package on the phone for covering the complete cost of tour and flight cost which came to $9102.00. Cost of the Insurance was $626.00. The plan Benefits say Trip Cancelation 100%, Trip Interruption 100%. On October 7th Israel declared War. I contacted American Israel Tours and they advised to wait until they officially canceled the tour, so I did not cancel the flight reservations for 4 days. Once I received the tour cancelation notice I filed a claim with Travelex. They said it would be 2 weeks for a determination. I waited only to be sent an email they had a war clause which excluded them from paying the claim. I was told I could appeal and did immediately. I have not heard from them. I saved for 5 years for the trip. I understand unexpected things happen but to not pay any part of the claim is totally not good business ethics. The Confirmation sheet does not even mention a war Clause, I did not receive the entire policy until after the purchase was made and the entire policy send. I believe Travelex has misled it's clients as they did not mention the war clause on the site.

  

  Business response

  11/16/2023

  Please allow the attached letter to serve as Travelex Insurance Services, Inc. (“Travelex Insurance”) response to case #********* for Denise Atkins dated November 13, 2023.  

  Kind Regards,

  Travelex Insurance Services, Inc.

  Customer response

  11/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I called Travelex and spoke to a person, did not do the quote online.  I did not receive policy until purchase was made.  I can understand the tour amount but not the air fare costs.  
  
  Sincerely,
  
  Denise Atkin

  

  Business response

  11/28/2023

  Please find attached Travelex Insurance Services response to *** ***** case ********, dated November 16, 2023.

  Sincerely,

  Travelex Insurance 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was on a trip to ****** from Mar.9th to Mar. 16th of 2023. Coming out of a bathroom, I missed a step down. when my ankle swelled up I decided to get an X-Ray. This should be covered under my travel insurance. I have had a claim filed on Mar. 20th and don't seem to be able to get a claim form to file the claim. This is claim # ****** with Travelex Insurance Services. First, they put my e-mail in incorrectly. They are implying my e-m isn't working. I have received many e-mails? I now have asked to have a form sent to me via US Mail on Mar. 27th. I hope this gets resolved quickly! I don't feel confident it will be resolved.

  

  Business response

  04/14/2023

  Please find attached the response from Travelex Insurance Services, Inc. for Complaint ID: ******** Andrea ***** (**********).

  Customer response

  05/05/2023

  This issue has been resolved. I wish it was quicker. It shouldn't have taken multiple calls to get a form and submit paper work.

  After that was finally resolved it was rather quick. The company should realize they will be dealing with a number of seniors that are not all computer and fax savey.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 10-21-2021, I put in a claim for damages done by my renter ( * ******* *****). We didn't know that when the ******* *** *** ** **** , he would come back and damaged my condo. I put in claim with. Katherine ***** the examiner, she kep over $*** of the money until we did all the repairs. We did all the repairs, but they refused to pay us the $***. She asked me to send in receipts, but she is rejecting most of the receipts. She also overlooked a lot of the damages, like the balcony damages. She ask me to send her the information on the items she overlooked, but she stop communicating with us.

  

  Business response

  02/14/2023

  In researching this consumer inquiry, we have not been able to locate an insured under the name of Sandra ******. In her complaint, she speaks about a claim that is related to damage to her rental property. This appears to be a homeowners property insurance claim as Travelex Insurance Services only offers travel insurance related to insuring a trip while traveling. Please advise of the confirmation number of your policy that you are trying to claim under or review your claim documentation from the company to validate who you should be contacting. At this time, we are unable to provide any further resolution based on the information that was provided.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased travel insurance and was unable to make the trip due to an illness. Submitted all required documentation on Jan, 14,2022 and was told it would take 4-6 weeks to receive a refund for our trip. Called today and still nothing is resolved from Travelex, as tomorrow will be 8 weeks. Our travel claim with Travelex is claim #******** and Confirmation is #*********

  

  Business response

  04/08/2022

  Consumer Response /* (2000, 7, 2022/03/17) */ The company made good on their obligation and paid us what we were owed. The case is closed in my book.

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