ComplaintsforStarr Insurance Companies

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is running a fraud. Look to purchase travel insurance elsewhere.Purchased travel insurance policy *****************************. Due to a medical emergency was unable to go on the trip. Filled claim on 8/17/2022 via Broadspire (Starr). Claim # *******. ******** (*****) never picks up his phone, never returns voicemail, never returns faxes and never returns texts. Calling Starr's ************ is a waste of your time. No one EVER picks up; nor do they return voicemail. When you visit them at ***************************************, they won't let you talk to them. What this company does is stalling in hopes you give up on your claim. They pretend files can't be opened by them, files were not sent (they were), images are not legible (they are fine). I am 50 days into my claim. Next step is small claims court.

  Business response

  10/20/2022

  ******* ******* *** ****** ****** ******** ****** ** **************** ************ ***** ****************************** ***                  *** ** *******        ********                         ************               *************************** *****                            *** *** ******             ****** *******           **************** ***** *******           *******
  
  Dear ***************,
  
  On behalf of Starr Indemnity & Liability Company (Starr Indemnity or the Company)(NAIC #*****), we are responding to the Better Business Bureau (BBB) letter dated October 5, 2022 concerning the consumer complaint filed by *************************** (the Complainant). In conjunction with ******************** **** (Broadspire),authorized administrator of Starr Indemnity and its insured, we have researched this matter and have responded below.
  
  The Complainant has expressed displeasure with the length time it has taken to process his claim and the lack of response from his adjuster.
  
  On September 3, 2022, notice of this loss was received at Broadspire, and the processor contacted the Complainant via email acknowledging receipt of the claim and requesting the following documents to process the claim:
  
  Completed claim forms (signed and dated)
  Original invoices and/ or receipts (Photocopies are not accepted, Cash/ Cashier receipts are not eligible for reimbursement or consideration)
  Proof of your departure date - mandatory for claims submitted under an annual plan
  Accident/ incident report
  A completed Medical Authorization for each treating medical facility
  Copy of itinerary
  
  Broadspire received notification of documentation submitted on September 4, 2022, and the claim was assigned to a licensed adjuster. On September 15, 2022, the Broadspire adjuster reviewed the claim and contacted the Complainant via email requesting the following documents to process the claim:
  
  Copies of the original invoices and receipts
  Completed medical authorization form
  
  Broadspire received notification of additional documentation submitted on September 19,2022. On September 23, 2022, the Broadspire adjuster reviewed the claim and contacted the Complainant via email requesting the following documents to process the claim:
  
  Credit card statement confirming proof of purchase of the airline tickets
  Legible copy of the medical records
  Completed medical authorization form
  
  Broadspire received notification of additional documentation submitted on September 26,2022 and September 28, 2022. On October 6, 2022, the Broadspire adjuster reviewed the claim and contacted the Complainant via email to clarify whether he filed a claim for reimbursement of medical expenses or travel related expenses. On October 14, 2022, the Broadspire Team Manager contacted the Complainant via telephone to confirm the benefit he was claiming. The Complainant confirmed he was seeking reimbursement for airline tickets due to the Trip Interruption. An email was sent to the Complainant requesting the following documents to process the claim:
  
  Completed and signed claim form
  A copy of the cancellation or refund policies of the Common Carrier, Tour Operator, or Travel Supplier
  Confirmation of the non-refundable amounts for the unused Common Carrier tickets, and/or travel vouchers
  Confirmation that the tickets were cancelled with the Common Carrier
  Copy of the travel itinerary showing the passenger names and ticket cost
  Confirmation of the reason for the trip cancellation, interruption or delay; (Physician statement confirming medical reason, confirmation of death of immediate family member or statement from common carrier which lists the exact cause of cancellation)
  Please provide us with a copy of your credit card statement, which shows that the purchase of the Common Carrier ticket was charged to your credit card (To include the first six digits of your credit card number for verification of coverage and the card holder's pre-printed name and address. However, for security purposes we suggest that you block or remove the remaining digits.)
  
  Upon receipt of the above reference documents Broadspire will expedite the handling of this claim. Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to the Complainant.
  
  We believe the forgoing is responsive to the BBBs request. Should you require any further information on this matter please contact me at ********************************************************** or **************.
  
  
  Respectfully,
  
  
  
  *************************
  Counsel Litigation
  Starr Insurance Holdings, Inc. A Member of Starr Companies
  

  Customer response

  10/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am rejecting this response because: while it is true that someone has actually called me back after 2 months, the claim is no closer to being resolved. Will be taking the matter to small claims court in near future as there's no expectation of resolution. Company is taking your money and making promises they can't and/or don't intend to keep. Basically fraud.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased travel insurance, my husband developed Covid and we were unable to travel to *****. I submitted charges to this insurance company, after three months they determined that because I did not provide them with a doctors note (even though they never stated that they wanted one), they decided to deny the claim. They stated that they emailed me the denial which they did not do. I have called multiple times over the past three months and am never able to talk to the agent. I have never once been called back in three months. I called again today and they continually say they will escalate the case to the supervisors and nothing ever changes. This feels very dishonest to me and an excuse not to pay my claim.

  Customer response

  06/13/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Starr Insurance Companies has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am attempting to file a claim with Starr travel insurance for which I purchased a policy. I looked up on there website to find the phone number for claims. I called the listed number three times and left two messages to return my call as no one answered the calls. No one returned my calls. I then called the sales line and explained that the the claims numbers did not answer. I was told that those were an international line but she gave no reason for no one answering or why the correct numbers were not listed. She gave me another claims phone number which she said was the correct one. I called this number and waited on hold for forty minutes with nothing but obnoxious music. I had to end the call. Basically they are making it extremely difficult if not impossible to file a claim. I would like disciplinary action to be taken against this company.

  Business response

  04/08/2022

  Dear ***********,
  
  On behalf of Starr Indemnity & Liability Company (Starr Indemnity or the Company)(NAIC #*****), we are responding to a complaint filed by *********************** (the Complainant) with the Better Business Bureau (the BBB).  In conjunction with *********************************), authorized administrator of Starr Indemnity and its insured, we have researched this matter and have responded below.
  
  The Complainant alleges that he is attempting to file a claim, but has been unable to do so, and none of his phone calls have been returned. Please be advised that upon a search of our records, ACI found a travel policy (Policy #********) associated with the Complainant, but no record of a claim being filed. Furthermore, ACI checked with the customer service team and only found one phone call from the number, **************, lasting approximately one minute before disconnecting on February 21, 2022.
  
  We would advise the Complainant if he wishes to file a claim or speak with ACI customer service to call ************** or send an email to *********************
  
  We believe the forgoing is responsive to the BBBs request. Should you require any further information on this matter please contact me at ********************************************************** or **************.
  
  Respectfully,
  
  
  
  *************************
  Counsel Litigation
  Starr Insurance Holdings, Inc. A Member of Starr Companies

*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. ↩