Complaints

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought travel insurance. I was unable to go due to my minor child having Covid and the rest of the family being in quarantine. I filed the claim and have done as they have asked with providing more information. A doctors note was also provided. They told me it would take 60 days for a decision. We are well past the 60 days. I have emailed and received no response. I have contacted the lady over my case and left several messages. The one time I was connected to her and not a voicemail, I was assured that she would have it completed next week. It has now been two more weeks. I just want this closed and my money reimbursed for my claim.

  Customer response

  05/25/2023

  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 and the matter has been resolved. They have sent the refund and apologized. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had booked a trip to **************** earlier this year and purchased April ********** Program for insurance. I had to cancel the trip due to my son being very sick (we were also advised by his doctor to not travel). I called the insurance company to let them know I cancelled and they proceeded in assisting me in filing a claim and let me know that I would be entitled to receive my cancelled portion of the trip which is $3,226.22. I then received an email on 03/28/2022 to upload the documents necessary to proceed with the process. I uploaded the documents the very next day and since then no one has resolved my issue. I called the person in charge of my case as well as his manager numerous times and there is always no answer, which has led me to believe that this is most probably a scam. It's been 5 months which is ridiculous. I would like for someone to resolve my case and issue me the money that I'm entitled to.

  Business response

  08/30/2022

  ****** *** **** ****** ******** ****** ******* ************ ******** ***** ***************** ** *********************************************************************** ***** ***                   *** **** ***                           ********                         ***** *******                         *******                         ********                                  ***************************                             *************                            ***************************                              ****** *******                        ***************                         **** ** *****                           ***** *** ****                         **** ** *****                           **** ************                         ********* ********                ******** ** ******                         **** ***                                 *****
  Dear *** ***
  
  Broadspire *************** a subsidiary of ******** & Company, is the third party administrator assigned to act on behalf of Generali US Branch, to process claims.
  
  We are in receipt of the above referenced complaint that was issued to ************************* dated August 17, 2022.
  
  In this complaint,******************************* expressed displeasure with the length of time it has taken to process her claim and the lack of response from her adjuster.  We have reviewed our claim file and offer the following in response.
  
  On ********************* of this loss was received at ********** and the processor contacted ***************** via email requesting the following documents to process the claim:
  
  1. Completed claim forms (signed and dated)
  2. Complete Travel Itinerary (Example: flight schedule, hotel confirmation or tour/cruise
  itinerary)
  3. Proof of payment(s) for the trip (Example: itemized travel invoice, e-ticket or paper ticket, hotel charges, service fees and other accommodation expenses or credit card statements)
  4. Confirmation of the reason for the Trip Cancellation,Interruption, Delay or Missed Connection (Example: completed physician statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss)
  5. Cancellation letter from tour operator/agency (with cancellation policies)
  6. Penalty letter or penalty terms from the affected travel company, common carrier, lodging or other provider
  7. Documentation showing any refunds (if applicable)
  8. Receipts for any additional/out of pocket expenses;
                  a. Note: Reimbursement of same limited by policy terms and conditions
  9. Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)
  
  We received notification of documentation submitted on March 29, 2022, and the claim was assigned to a licensed adjuster. Due to shortage of staff and high claim volume, there was a delay in processing claims. On May 16, 2022, the adjuster reviewed the claim and contacted ****************** via email requesting the following documents to process the claim:
  
  Confirmation of amount claimed.
  Documentation confirming COVID test results.
  
  We received notification of additional documentation submitted on May 23, 2022. On August 17,2022, the adjuster reviewed and processed the claim. Check number ********** in the amount of $3,226.22 was sent to ****************** via US mail.
  
  ********** sincerely regrets the delay and inconvenience that this claim process has caused to *******************
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My father passed away while we were on vacation. We filed a trip interruption claim against our travel insurance policy and after several weeks received a letter advising that we were due a refund of $1611.25. The options given us were to receive an e-payment via Zelle or a check would be sent in ***** biz days. That notice was received on April 6. When the e-payment did not arrive, we contacted Generali and were told there were "technical problems" and a check would be sent shortly. Its now been 6 weeks and after 4 calls with the Generali rep handling our claim and his supv about the status of our refund, we continue to be told they dont know how to fix the technical problems and cant cut a check until they figure it out. This is unacceptable for a company of their size with a commitment to pay claims. Dealing with my fathers death is hard enough but to have to fight for a refund that was approved and promised to us is ridiculous. Please help us get our refund ASAP. Details of our claim # and Generali rep/supv names can be provided upon request.

  Customer response

  05/16/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased travel insurance through VRBO for our vacation starting February 5, 2022. I fell in the bathtub on February 6th at the condo we were renting for the week. I broke my humerus bone in the right arm and had to be taken to emergency. The doctor put my arm in a cast and suggested we head home to see an orthopedic doctor. So we left the condo on February 7th.I began the claim for trip interruption on the 7th.The company is CSA travel protection, policy #*****Z4973 purchased on January 20, 2022 for $69.45.On February 14th, I received a claim number #********-01. I have provided the insurance company with all of the paper work they have requested. However, I have not been able to track the status of the claim.I have questioned through their claim portal on 2 different occasions and got no response.I was left on hold for 50 minutes this morning. I then was given another number to try where I was able to leave a message for a representative to call me back.

  Customer response

  04/07/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

*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. ↩