Complaints

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:03/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  XCover Flight Insurance business is a subsidiarity of Cover Genius Insurance Services, LLC is licensed to operate in ***** under license number ************ of Transaction to file refund claim for flight insurance: 12-February-2025 The amount of money paid the XCover Flight Insurance business: $173.00 What the XCover Flight Insurance business committed to provide me? Flight Cancellation Insurance What is the nature of the dispute? XCover refuses to refund the *************** flight cancellation even after we provided all the documentation requested by XCover.Whether or not the XCover Flight Insurance business tried to resolve the problem? No, the XCover Flight Insurance business only emailed me that the claim was denied....without explanation.

• Initial Complaint

  Date:03/07/2025

  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.

  I purchased flights through ********* to ****** for April and called Priceline to cancel. ********* said that since it was an express deal, they cant refund. They saw I had insurance through XCover and told me to reach out. Upon reaching out, I noticed I never received the welcome email from XCover so I didnt have any info to activate the account to file a claim. I emailed XCover and they replied on 2/23/25 stating they didnt have me in their system. I have proof that I paid for the coverage through Priceline. They also sent a survey and has not responded to me since 2/23/25. I have sent them emails on 2/24/35 with proof of purchase through Priceline. I also emailed them on 3/3/25 and 3/5/25 but no response. I need to file the claim to get my $1089.68 back as we are no longer able to go on the trip. When I asked ********* to help me call them. There is no phone number to call XCover so I have been unable to reach anyone. I want my money back and will no longer do business with ********* or their affiliate, XCover, as their customer service is non existent

  Business Response

  Date: 03/31/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. 

  
  After an additional review, we find that you have not submitted a claim under your policy (plan reference no. ***************). Please visit ********************************************************************************************************************************************************************************************************************* to learn how to file a claim and review what documentation is required. You can login to your XCover account to file a claim here: ***********************************************************************************;
  
  If you have any remaining questions or concerns, we encourage you to contact us at ************************************* and we will be happy to assist you.
  
  

  
  

• Initial Complaint

  Date:03/06/2025

  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 booked a flight from *** to *** scheduled to depart at *** on March5th 2025 morning. Entire *********** and ****** was affected by Tornodoes and Heavy Storms and Wind at speed of 50mph. This is allover the news on March 4th and 5th. Taking this into consideration and recent flight incidents, I am scared and cancelled my flight as I have xcover protection. The fine print clearly says I am covered if cancelled for inclement weather. Now when I submit a claim with all proofs, they requested including weather damage pics, they simply said my claim is declined. I feel this is not fair deciscion as Terms and Conditions clearly stated inclement weather. Xcover has many complaints in BBB and hence I thought they are not considering valid claims and simply rejecting

  Business Response

  Date: 03/14/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. 
  
  After an additional review, we find that the original decision is correct.  
  
  If you have any remaining questions or concerns, we encourage you to contact us at ************************************* and we will be happy to assist you.
  
  

• Initial Complaint

  Date:02/25/2025

  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 have sipped hundreds of packages using XCover insurance and paid thousands of dollars on insurance with them. But when I have an issue and need their help to pay for a lost package they disappear and never answer. Takes forever to get an answer from them. Its ridiculous.

  Business Response

  Date: 03/07/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. 
  As the administrator, we are required to adjudicate claims in accordance with the terms and conditions of your protection plan. In this case, we are unable to approve your claim due to the lack of documentation required by these terms and conditions. We hope that this is responsive to your concerns. Should you have any further questions, please do not hesitate to contact us at ******************************************************************** and we will be happy to assist you.
  
  

• Initial Complaint

  Date:02/17/2025

  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 had taken travel insurance out with xcover and my flight was canceled by the airline. Xcover approved my claim for a refund of *******. I provided my correct routing and account number to them. They never deposited my refund and shows on my account settled but payment failed. I have been requesting information a link and the refund for over two weeks now since it was approved and they have yet to respond to me I have emailed called left messages and sent messages through my account but no response. See attachments. Please help me get my claim payment.

  Business Response

  Date: 03/04/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. After an additional review, we find that payment has been completed as of February 19, 2025. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  I Paid $175 for 2 year insurance coverage on DTF Printer, I summitted a claim on a part for $59 which was settled on 1/28/25. Then after submitting direct deposit info, payment failed, have tryed to reach out to this company several times by email on login in screen on how to resolve this, ive called their number: ************** at end of menu press 9 to leave message. You cannot leave message, takes you back to begining of message, i have submitted photo of bank statement header with proper name and address, re submitted account and rounting numbers and have asked several times for them to respond, they have my phone number and email on their Xcover website, yet I get no response, judging from other reviews i read i'm not the only one having issues with this outfit, they have my phone number and my email as I used it to sign into the account when i paid for it, Like i said I paid $175 for 2year coverage and this is how they treat people. Total **. I need them to contact me, to get this settled or i want my $175 back i got ripped off for

  Customer Answer

  Date: 02/22/2025

  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

  Date:02/12/2025

  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.

  THIS COMPANY STATES THEY REIMBURSED ME FOR MONIES PAID ON JANUARY 29, 2025. SAME DAY THEY STATED PAYMENT FAILED TO GO INTO MY BANK ACCOUNT. I HAVE CONTACTED THEM NUMEROUS TIMES VIA EMAIL AND CALLED THEIR AUTOMATED MESSAGING AND LEFT VOICE MAILS. THEY HAVE NOT RESPONDED TO MY INQUIRIES ABOUT MY MONIES DUE

  Business Response

  Date: 03/03/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. After an additional review, our records reflect that payment was completed as of February 12, 2025. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

• Initial Complaint

  Date:02/11/2025

  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.

  - Date of transaction: December 30, 2024 - Amount Paid: $1,261.13 (including $68.57 for trip coverage)- Services Provided: Of the total amount paid, $1,192.56 was paid to Priceline for a hotel in *********** and $68.57 was paid to XCover for trip insurance.Nature of Dispute: The trip insurance was meant to cover any cancellationsdue to medical issues. ahead of the trip I had to see a doctor for a variety of heart-related issues including dizziness, *******************, and elevated heart rate. Attached is the post-visit summary from my doctor **** I saw on January 13th, ahead of the Mexico City trip start date of January 17th). This document was provided to XCover the next day on January ******* doctor prescribed ************ (to treatpericarditis) and also ordered an echocardiogramof my heart. In addition, it was advised that I not travel to *********** due to the elevation and becausethe trip was meant to be a hiking trip and would have added additionalstrain on my heart. Also attached is the XCover plan summaryand coverage document.- Current Status: XCover initially declined my claim. After providing the attached doctor visit summary the company stated that I should expect a response by January 19th. That was 3 weeks ago and I have not yet received a response despite reaching out multiple times. The company does not have a physicalnumber to call to speak to a representative.- Requested outcome: The insurance plan clearly covers medical issues that result in trip cancelation. I am asking for help recovering the $1,192.56 trip expense that XCover's insurance plan was meant to cover.

  Business Response

  Date: 03/10/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms.
  
  After an additional review, we find that the original decision is correct.  
  
  If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************************************************************** and we will be happy to assist you.

  Business Response

  Date: 03/10/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms.
  
  After an additional review, we find that the original decision is correct.  
  
  If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************************************************************** and we will be happy to assist you.

  Customer Answer

  Date: 03/11/2025

  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: 

  - The business's response is based on my initial submission for coverage, which was incomplete. The document they provided, "S3NPC-4KG7H-INS Denial Letter" was shared with me on January 11, 2025. Since then I have provided several rounds of additional documentation further supporting my claim. 

  - On February 14, 2025 the business provided a second rejection to my claim, clarifying that it was rejected for (i) lack of medical documents to support my claim, and (ii) they stated that my medical diagnosis that occurred on Jan 2, 2025 occurred before my protection start date of Jan 17, 2025. 

  - On February 21, 2025, I submitted additional documentation to the business to respond to both of their rejection criteria. 

  - In response to their rejection criteria (i), I have provided XCover with the attached letter from my doctor more explicitly stating that I could not travel for medical reasons. In response to their rejection criteria (ii) my new claim pointed XCover to Section II of the plan coverage document which states that coverage for trip cancellation begins when coverage is elected and XCover receives their required premium. This would have occurred on December 30th 2024 when I booked the trip, which was before my medical diagnosis. The plan coverage document was attached to my initial BBB submission, but is reattached here for reference. Also attached is the rejection email I received from XCover on Feb 14th for your reference. 
  
  The business's response to you does not reflect all of the data that I have provided to them so support my claim, nor does it clarify how my latest round of documentation submitted on February 21, 2025 does not satisfy their prior rejection criteria. It is abundantly clear that they are not interested in fulfilling their contractual obligations, and I reiterate my request to your organization to assist me in this matter. 

  Many thanks -
  **** ****** 
  

  
  
  
  
  
   
  

• Initial Complaint

  Date:02/11/2025

  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 am a 100% service-disabled veteran and lifelong civil servant. I planned a trip with my wife, that we have saved for, for quite a while. Knowing that we cannot predict any potential pitfalls, I purchased trip insurance from XCover (company information attached), licensed in ******** and operating in ********. Unfortunately, my wife and mother-in-law were in a horrible automobile accident, they were hit from the rear by a texting driver, and my wife is under medical care. The doctor directed my wife not to drive or travel, therefore we had to make a claim for the amount of the trip and cancel our vacation.XCover quickly approved our claim, but they have played games with the payment distribution since then. They claim that a payment was sent to my bank account on January 27th, however we have yet to receive any payment. I have spoken to both the Delaware and New York Attorneys Generals offices to investigate my concerns, because my bank, Navy ******************** has advised me that they see no bank deposit for the claim amount, and there is no way to contact XCover or the insurer via telephone. Emails receive an automated response and no human will call me back. I have waited 10 days since the company claimed to make payment. ******* has advised me that the so-called failed payment that XCover was attempting to make, was never sent. Navy Federal verified that even if the actual account number was incorrect, ********************** has the correct routing number and nothing entered Navy Federals IBN from the origin in that amount, in my name. And, the account number was perfectly correct that I provided to XCover.

  Business Response

  Date: 03/03/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. After further review, our records reflected that payment was successfully completed as of February 20, 2025. If you have any remaining questions or concerns, we encourage you to contact us at ******************************************************************** and we will be happy to assist you.
  
  

• Initial Complaint

  Date:02/06/2025

  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.

  Hello, I am trying to get my money back from a flight i was supposed to attend on January 23, 2025 i could not attend due to health issues. I had 5 stents put in my heart back in May and my blood pressure rose to amount that it was not safe for me to fly that day. I was seen by the doctor on January 27, 2025.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Cover Genius Insurance Services, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *** ******
  

  Business Response

  Date: 03/07/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. 
  As the administrator, we are required to adjudicate claims in accordance with the terms and conditions of your protection plan. In this case, we are unable to approve your claim due to the lack of documentation required by these terms and conditions. We hope that this is responsive to your concerns. Should you have any further questions, please do not hesitate to contact us at ******************************************************************** and we will be happy to assist you.
  
  

  Business Response

  Date: 03/14/2025

  We appreciate the opportunity to address your concerns and improve based on your feedback. Please note that your protection plan does not cover all causes of loss but only those described in the plans terms and conditions, and as supported by required documentation where needed. We encourage you to review your plan wording in full for these terms. 
  After an additional review, we find that the original decision is correct.  As the administrator, we are bound to assess claims in accordance with the terms and conditions of the policy you purchased. Per your policy, trip cancellation benefits are available as follows:

  "Trip Cancellation
  
  We will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for unused, forfeited, prepaid non-refundable Payments or Deposits for the Air Travel Arrangements You purchased for Your Trip, provided the cancellation occurs while coverage is in effect for You and is due to any of the following covered Unforeseen reasons, as defined: [...]
  
  Your, a Family Members, a Traveling Companions, or a Service Animals Sickness or Injury, that:
  occurs before departure on Your Trip;
  is examined and treated by a Physician or Veterinarian prior to cancellation; and
  as certified by a Physician, results in medical restrictions so disabling as to cause You to cancel Your Trip."

  As previously communicated, the documents provided in support of your claim to date do not confirm when the illness was diagnosed and do not confirm that you were treated by a physician prior to the start of the trip. Accordingly, we find the original decision correct. 

  
  If you have any remaining questions or concerns, we encourage you to contact us at ************************************* and we will be happy to assist you.
  
  

  Customer Answer

  Date: 03/14/2025

  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:

  [Your Answer Here]

   I have heard nothing from them. Not acceptable 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ******