Complaints

This profile includes complaints for GeoBlue's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GeoBlue

  933 1st Ave King of Prussia, PA 19406-1342

• 

  GeoBlue

  933 1st Ave Kng Of Prussa, PA 19406-1342

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:11/02/2023

  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 international insurance through ****************** which uses GeoBlue to do their international claims. I receivedy 6 month treatment for ** on February 15, 2023. In May 2023, I filled out a claim form for the treatment. geoBlue denied this claim without informing me with the justification "they don't do dental claims." It was not a dental claim. I had to refile the claim in July, 2023. In August, 2023 they sent the payment of $17,700 AUD for my treatment to the wrong hospital and didn't notice until midway through October, 2023. Their gross incompetence has delayed my treatment which risks further disabling me, or even death.

  Business Response

  Date: 11/29/2023

  November 29, 2023

  Dear ******** *******:
  

  This is in response to the BBB Complaint ID No. ******** (“Complaint”) dated November 24, 2023.
  

  Worldwide Insurance Services, LLC (“GeoBlue”), is a third-party administrator who provides administrative services only for this insured.

  While it is correct that GeoBlue offers medical plans, ********* ******* is not covered under any plan offered by GeoBlue. In addition to selling the GeoBlue travel products, GeoBlue also provides Administration Only Services for various clients. One of our ASO clients is the **** ***** **** ****** *********** for their ***** Global Core Program.
  

  For the ***** Global Core Program, GeoBlue serves as an administrative vendor for the domestication of claims incurred outside the U.S. GeoBlue does not determine eligibility or benefits. Once the claim is domesticated (i.e. coded to U.S. coding standards) the claim is sent to the **** Home Plan, and they are responsible for adjudicating the benefits under their policy. The **** Home Plan (which in this case is ****** **** ***** *** **** ******) determines eligibility and all benefits.
  

  We trust this has addressed any concerns raised; however, if you have any questions or require further information, please do not hesitate to contact me.
  

  Sincerely,

  GeoBlue Escalations

• Initial Complaint

  Date:09/17/2023

  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.

  GeoBlue hasn't reimbursed travel health insurance claim for Euro 1,650.

  Customer Answer

  Date: 09/19/2023

  I signed up for travel health insurance with Geo Blue for a trip to Germany with the family. My wife incurred a one night hospital stay which cost $1,650 EUR. I have submitted all documentation to Geo Blue in mid July and to date have not received reimbursement. Thanks. 

  Business Response

  Date: 12/06/2023

  December 4, 2023

  Dear ******** *******:
  This is in response to Complaint ID No. 20616361 dated November 29, 2023. * **** **** ************* is an affiliate of * **** **** Insurance Company and has authorized ********* Insurance Services, LLC to respond to the BBB complaint on its behalf. ********* Insurance Services, LLC (“GeoBlue”), is a US based international health care
  administrator, administering the policy of insurance purchased by ******* ***** on behalf of * **** **** *************, the underwriting insurance carrier. GeoBlue regrets the length of time it took to process the Member’s claim. It is our intent to provide quality of service to our members and providers. 
  According to our records, coverage was issued to Member under the ******* Essential policy effective June 15, 2023, through July 3, 2023. A copy of the Member’s Certificate of Coverage (“Certificate”) is attached hereto. 
  We have reviewed the Member’s claim (No. ********) from date of service June 18, 2023 - June 19, 2023, received in our office on July 17, 2023, for services rendered by Klinikum ******** Kreiskrankenhaus *********** (“Provider”). In order to properly adjudicate benefits, it was necessary to request additional
  information from Provider. However, we apologize for the length of time that it took for us to be able to track down the necessary information from the facility.
  Per the Certificate, Inpatient Hospital Services would be considered for reimbursement at 100% of the Reasonable Charges up to a maximum benefit, after the deductible, if applicable (See Page 3 of the Certificate).
  We were able to finalize the claim on November 20, 2023, issuing 100% reimbursement to the >ember via claim ********; a check in the amount of $1,857.31 USD was sent to the Member’s mailing address on file. 
  Again, we apologize that ******* ***** experienced difficulties with claim processing and with her interactions with customer service. Our goal is to provide expedient, efficient service. *** ***** should not hesitate to contact our office with any questions or concerns regarding the claims process, including payment.

  We trust this has addressed any concerns raised; however, if you have any questions or require further information, please do not hesitate to contact me.
  

  Sincerely,

  Escalations Specialist

• Initial Complaint

  Date:04/04/2023

  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.

  The amount I paid for the provider: 25,530.86$.The amount I received from Geoblue after filing a claim: 18,475.44$Payment Reference: ******* Tracking Number: *****-*****-*****-*****-*****-***** [printer friendly][email][PDF]Beneficiary Account: ********** I have filed a claim on February 2nd. Claim number: ********, ********, ********, ********.On March 3rd I have received 14,188.42$ and on march 6th I have received 4287.02$ in my bank account as in USD. I have paid 25,530.86$ to my provider and only received 18,475.44$. Please transfer me the rest of the money as soon as possible.

  Business Response

  Date: 04/26/2023

  April 18, 2023 
  
  Dear ******** *******:  
  This is in response Complaint ID No. ******** dated April 6, 2023 (“Complaint”). Worldwide Insurance Services,  LLC, which trades under the name GeoBlue, appreciates the opportunity to respond. Worldwide Insurance  Services, LLC (“GeoBlue”), is a US based international health care administrator, administering the policy of  insurance purchased by ********** ********* on behalf of * **** **** *************, the underwriting insurance  carrier. * **** **** ************* is an affiliate of * **** **** Insurance Company and has authorized Worldwide  Insurance Services, LLC to respond to the Complaint on its behalf. GeoBlue regrets the length of time it took to  process the Member’s claim. It is our intent to provide quality of service to our members and providers. 

  
  According to our records, coverage was issued to ********** ********* under the *** **** ********** ******** policy effective March 1, 2023, through July 31, 2023. The policy is a Short-Term Medical Travel Accident and  Sickness Insurance Plan available through the ****** ******** ***********. A copy of the Member’s Certificate of  Coverage (“Certificate”) is attached hereto as Exhibit A. 
  We have reviewed the Member’s claims (********, ********, ********, ********) for dates of service  December 26, 2022, through January 25, 2023, and received in our office on February 2, 2023. Upon further  review, it was determined that the Member’s claims(********, ********, ********, ********) were processed and paid to the Member correctly on February 23, 2023, via ACH to the banking details we have on file.  
  The Member submitted itemized invoices on February 2, 2023, from ***** ********** Medical Center ****  Hospital (“Provider”). A copy of the Provider invoice is attached hereto as Exhibit B. The Provider’s invoices were  billed to the Member in Korean Republic won (KRW) currency. At the request of the Member, the reimbursement  was converted, processed, and paid to the Member in Mongolian Tugrik (MNT). The total billed amount was  30,714,727 KRW, which was paid at 100% and converted to MNT for a total payment MNT 65,116,062.29 received  by the Member. A copy of the February 23, 2023, Explanation of Benefits (“EOB”) to the Member is attached  hereto as Exhibit C.
  In regard to the U.S. Dollar amount that is listed on the EOB to the Member, we understand that the Member  alleges that GeoBlue did not reimburse the correct amount. However, the amount listed on the EOB ($25,530.86  USD) is not correct as it is based on a different currency exchange rate than that used by the Member’s bank.  Conversions related to the Member’s claims are from the billed currency (KRW) to the requested paid currency  (MNT). Any U.S. Dollar amount related to the 65,116,062.29 MNT wired to the Member would be determined by  the Member’s bank (**** Bank in Mongolia). The $19,365.55 USD amount is based on the currency exchange  used by **** Bank. We apologize for the miscommunication caused by the U.S. Dollar amount listed on the EOB. 
  Per the Certificate, Inpatient Hospital Surgery, would be considered for reimbursement at 100% of the Reasonable  Charges up to a maximum benefit, no deductible (See Page 84 of the Certificate). Per the Certificate, Primary Care  Office Visits, would be considered for reimbursement at 100% of the Reasonable Charges up to a maximum  benefit, no deductible (See Page 77 of the Certificate). Per the Certificate, Diagnostic Testing, would be considered  for reimbursement at 100% of the Reasonable Charges up to a maximum benefit, no deductible (See Page 80 of  the Certificate). Per the Certificate, Outpatient Mental Health Care, would be considered for reimbursement at  100% of the Reasonable Charges up to a maximum benefit, no deductible (See Page 86 of the Certificate). 
  Based on the information provided above, it has been determined that claims (********, ********, ********,  ********) were processed and correctly in full to the Member. The Member’s claims were processed and paid at  100% of the requested reimbursement from the submitted invoices.  
  ********** ********* should not hesitate to contact our office with any questions or concerns regarding the  claims process, including payment. 
  We trust this has addressed any concerns raised; however, if you have any questions or require further  information, please do not hesitate to contact me. 
  

   

  Sincerely, 
  
  Escalations Specialist
  

  Customer Answer

  Date: 04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Thank you for transferring my complaint to Geo Blue! I do understand that there was a miscommunication caused by the U.S. Dollar amount listed on the EOB, but it still doesn’t resolve my complaint. 
  First of all, I didn’t request my reimbursement to be converted to US dollars. I gave them my USD account but they decided to go with the conversion to MNT. And later on February 27, 2023 I called Geo Blue Customer Service Specialist ******* ******* (Case number: ********) that I want my reimbursement in USD and not in MNT since they will be transferring it to a USD account. I have also emailed to [email protected] on the following day.
  
  Second of all, there is a clear error in converting the currency from KRW to MNT. The conversion Geo Blue used to change KRW to MNT is 2.12 (65,116,062.29 MNT / 30,714,727 KRW therefore 1 KRW = 2.12 MNT), which is outdated. In 2017 1 KRW equalled to 2.13 MNT. If you could look over the foreign exchange market 1KRW was equal to 2.72MNT as of February 23, 2023 according to ******* Bank of Mongolia ************mongolbank.mn/en/currency-rate (or see other foreign exchange market websites). As a result of this outdated conversion I am not fully reimbursed by the Geo Blue, instead I am having a loss of 18,428,836.2 MNT. And because of this issue I am not getting the full money I paid to the **** hospital in the first place.
  
  Please help me to get my full reimbursement.
  Thank you for your time and patience!
  Regards,
  
  ****-*****************************

  Business Response

  Date: 05/18/2023

  May 18, 2023

  Dear Kadi-Ann Stewart:  
  This is in response to Complaint ID No. ******** (“Complaint”) regarding additional concerns from the Member,  received on May 8, 2023. Worldwide Insurance Services, LLC, which trades under the name GeoBlue, appreciates  the opportunity to respond. Worldwide Insurance Services, LLC (“GeoBlue”), is a US based international health  care administrator, administering the policy of insurance purchased by ********** ********* on behalf of * ****  **** *************, the underwriting insurance carrier. * **** **** ************* is an affiliate of * **** **** Insurance  Company and has authorized Worldwide Insurance Services, LLC to respond to the Complaint on its behalf.  GeoBlue regrets the length of time it took to process the Member’s claim. It is our intent to provide quality of  service to our members and providers. 
  We have reexamined the Member’s claims (********, ********, ********, ********) for dates of service  December 26, 2022, through January 25, 2023, and received in our office on February 2, 2023. After internal  review, we have discovered that there was an issue with our conversion rate in our processing system. 
  We will issue an additional payment in the amount of $6,165.31 USD for claims (********, ********, ********,  13524176) on May 19, 2023. The Member’s claims, reprocessed under claim ********, will issue a payment in  the amount of $6,165.31 USD via ACH within 3 – 5 business days to the banking details we have on file for Member on May 19, 2023. 
  Again, we apologize that ********** ********* experienced difficulties with claims and with her interactions with  GeoBlue. Our goal is to provide expedient, efficient service. ********** ********* should not hesitate to contact  our office with any questions or concerns regarding the claims process, including payment. 
  

  We trust this has addressed any concerns raised; however, if you have any questions or require further  information, please do not hesitate to contact me. 
  

  Sincerely, 
  Escalations Specialist

  Customer Answer

  Date: 05/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****-*****************************
  

• Initial Complaint

  Date:03/24/2023

  Type:Customer Service 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.

  we obtained a travel insurance policy from geoblue my mother developed an acute illness while on her travel and we paid for the hospital stay we filed all the necessary paperwork and claim information it has been over 60 days and they are lying and giving us the run around the claim was not a pre existing condition and per their policy they are to cover this .they have sent false and misinformation by email their customer support is located in philippines and they have no clue as to help we have called the local office and we get the run around

  Business Response

  Date: 04/10/2023

  Dear **************************,
  
  Please see attached BBB response for Complaint: ******** - ***************************** which was originally sent 4/07/2023 via email to **************@mybbb.org. Please let me know if additional information is required.

  Thank you,

  *************************;

  Customer Answer

  Date: 04/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:02/22/2023

  Type:Billing 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've been an active member of GeoBlue insurance plan. On Nov 21, 22 I underwent surgery for an MCL repair. Prior and during the operation I followed all the instructions of the insurance company on their procedure to cover the claim. The day after the surgery, the hospital provider wanted funds paid for services prior to my discharge which GeoBlue would not agree to. Therefore, according the instructions that were provided to me by the GeoBlue representatives, they canceled the claim to pay the provider directly (I have confirmation of the voided claim documents they emailed me) and that I pay the provider directly. I then proceeded to file my claim directly to GeoBlue to be reimbursed and was told it would take ~30 days for my claim to be processed and funds sent to me. Once the claim was processed, GeoBlue sent funds to the provider (which had already been paid) instead of my personal bank. This is after I had called them every few days leading up to make sure everything was being processed correctly and nothing was required on my end. Now over the past few months I've had terrible service told different things that "it's being processed" and "will be completed in two weeks" while still not having my funds yet. I've even been told the case was closed and I'm responsible for being refunded by the provider; after being asked the week before for confirmation of my bank info and proof of payment, and over a month of waiting for the "case" to be processed to receive my funds. I've had bills to pay with these funds which GeoBlue refuses to reimburse me though I've followed their procedures. I'm being unfairly punished because their claims department are the ones who made the mistake paying the provider on a cancelled claim. I would like to be paid the money I am owed and interest considering I put this on my credit card which accrues interest when the balance is not paid. They should pay interest in delaying payment to the rightful recipient for their mistake.

  Business Response

  Date: 03/21/2023

  March 14, 2023 

  Dear ******** *******:  
  This is in response to the Complaint ID No. ******** dated March 2, 2023. * **** **** ************* is an affiliate  of * **** Life Insurance Company and has authorized Worldwide Insurance Services, LLC to respond to the BBB complaint on its behalf. Worldwide Insurance Services, LLC (“GeoBlue”), is a US based international health care  administrator, administering the policy of insurance purchased by Salvador Abarca on behalf of * **** Life  International, the underwriting insurance carrier. GeoBlue regrets the length of time it took to process the  Member’s claim. It is our intent to provide quality of service to our members and providers. 
  According to our records, coverage was issued to Member under the Xplorer Premier policy effective February 15,  2022, through February 14, 2023. The policy is a Short-Term Medical Travel Accident and Sickness Insurance Plan  available through the ****** ******** ***********. A copy of the Member’s Certificate of Coverage (“Certificate”) is attached as Exhibit A hereto. 
  On November 22, 2022, we received a claim (No. ********) from the **** ****** ***** ******’ (“Provider”) for  date of service November 21, 2022, through November 22, 2022, for services rendered by Provider to Member in  the amount of 224,313.26 MXN. A copy of claim No. ******** is attached as Exhibit B hereto. In order to properly  adjudicate benefits, it was necessary to request additional information from the Provider. However, we apologize  for the length of time that it took for us to be able to track down the necessary information from the Provider.  
  Per the Certificate, Inpatient Hospital Care would be considered for reimbursement at 100% of the Reasonable  Charges up to a maximum benefit, after the deductible, if applicable (See Page 5 of the Certificate). 
  On December 16, 2022, claim ******** was processed and GeoBlue paid to the Provider $9,345.04 USD. This  amount was calculated based upon a total of $13,643.72 USD less $4,298.68 ($2,497.13 towards deductible plus  a $1,801.55 USD prompt pay discount). 
  On December 5, 2022, the Member submitted a claim for reimbursement totaling 266,410.38 MXN/$18,815.97  USD based on a payment the Member made to the Provider for the services. A copy of the Member’s claim  submission is attached as Exhibit C. GeoBlue processed Member’s claim under No. ******** and paid the Member $7,010.38 USD out of the total claimed amount. GeoBlue denied the remaining charges $11,802.72 USD  as they were duplicative of the Provider’s claim ********. 
  On March 2, 2023, the Member resubmitted the invoice from December 5, 2022, indicating that he paid the  Provider in full and that the remainder of the reimbursement should have been paid to him, and GeoBlue should  not have reimbursed the Provider. A copy of the resubmitted invoice is attached as Exhibit D.  
  With this information, the matter was escalated, and GeoBlue reached out to the Provider to ascertain the  differences in the total amounts between the invoices received from the Member and the Provider. The Provider  invoice shows a total of 224,313.26 MXN (after 34,124.78 MXN and 7,9272.36 discounts) and Member’s invoice shows a total of 266,410.38 MXN (with no discount).  
  The Provider confirmed that both invoices are correct. Per the Provider, the Member’s invoice of 266,410.38 MXN  had no discounts, and the invoice sent to GeoBlue of 224,313.26 MXN had a discount of 7,972.36 MXN (insurance  companies receive discounts on certain medications) as well as an additional 34,124.78 MXN prompt pay discount.  
  Unfortunately, this invoice discrepancy led to an unintended delay in reprocessing the reimbursement to the  Member. However, with the discrepancies clarified, GeoBlue reprocessed the claim to pay the Member the  remaining payment due in the amount of $9,305.60 USD. 
  GeoBlue was able to finalize the remaining balance of the Member’s claim on March 2, 2023, issuing payment to Member via claim No. ******** in the amount of $9,305.60 USD via ACH to the Member’s banking details on file.  
  Again, we apologize that ******** ****** experienced difficulties with claim processing and with his interactions  with customer service. Our goal is to provide expedient, efficient service. ******** ****** should not hesitate to  contact our office with any questions or concerns regarding the claims process, including payment. 
  We trust this has addressed any concerns raised; however, if you have any questions or require further  information, please do not hesitate to contact me. 
  

  Sincerely, 
  Batie N
  
  GeoBlue Escalations
  

• Initial Complaint

  Date:01/19/2023

  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 purchased Travel Insurance through GeoBlue for my travel to Iceland (Aug 11, 2022-Aug 12 2022). While in Iceland, my contact ripped into pieces on my eye and I needed to go to the hospital to get all pieces successfully and safely removed. While there, we contacted GeoBlue to make sure everything was okay. The procedure was fully covered since it totaled less than the max amount covered under the insurance plan I paid for, but the hospital was not in GeoBlue’s direct network, so they told me to pay out of pocket, and then submit a claim with all the information, and they would refund me. When I returned home, I promptly sent an email with all the information, documents, and attachments. I got a confirmation email that my claim was received and I would be processed in 30 days. It has now been almost 5 months and I still have not heard back nor received a refund for my claim. This is completely unacceptable and illegal. Total compensation for the treatment and medicine is $592.57 which is within the amount covered for the insurance I paid for.

  Business Response

  Date: 02/06/2023

  February 3, 2023

  Dear ******** *******:  

  This is in response Complaint ID No. ******** dated January 20, 2023. 4 Ever Life International is an affiliate of  * **** Life Insurance Company and has authorized Worldwide  Insurance Services, LLC to respond to the BBB complaint on its behalf. Worldwide Insurance Services, LLC (“GeoBlue”), is a US based international health care  administrator, administering the policy of insurance purchased by **** ******* on behalf of * **** Life  International, the underwriting insurance carrier. GeoBlue regrets the length of time it took to process the  Member’s claim. It is our intent to provide quality of service to our members and providers. 

  According to our records, coverage was issued to **** ******* under the Voyager Choice policy effective August  11, 2022, through August 14, 2022. The policy is a Short-Term Medical Travel Accident and Sickness Insurance  Plan available through the Global Citizens Association. A copy of the Member’s Certificate of Coverage is attached  hereto. 

  We have reviewed the Member’s claim (********) for date of service August 11, 2022, received in our office on  August 23, 2022. Upon further review, it was determined that claim ******** processed and paid to the Member  on September 15, 2022, via check to the address we have on file. Since the receipt of the BBB Complaint on January  22, 2023, we have made numerous attempts to verify the Member’s mailing address and/or obtain banking details  to reissue the payment to the Member but to no avail.  

  At the time of the filing of the Complaint, the check for claim ******** was still outstanding and not cashed.  Therefore, we have voided the check for claim ******** and reissued a new check payment for 80696.00  ISK/$611.05 USD under claim ******** via the mailing address we have on file for the Member. The payment will  go out within the next 3-5 business days. 

  The GeoBlue Voyager Choice certificate, under which **** ******* was covered, outlines on Page 11 the services that would not be considered a covered benefit under his policy as follows:
  

  V. Benefits: What the Plan Pays 

  Services and Supplies Provided by a Hospital

  3. Emergency Hospitalization and Emergency Medical Care provided in a hospital emergency room,  including professional air and ground ambulance services for transport to and from the Hospital for such  Emergency Hospitalization and Emergency Medical Care.  

  Based on the information provided above, it has been determined that the claim ******** processed and paid  correctly to the Member. 

  **** ******* should not hesitate to contact our office with any questions or concerns regarding the claims process,  including payment. 
  We trust this has addressed any concerns raised; however, if you have any questions or require further  information, please do not hesitate to contact me. 
  

  Sincerely, 
  Batie N**** 
  Escalations Specialist
  

  Customer Answer

  Date: 02/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I responded to their emails, and let them know they were sending to the incorrect address, which explains why I never received the check.

  I sent my corrected address as well as my wire-transfer details in my response.

  Its been almost a week with multiple follow-ups, and the company refuses to reply & I have not received payment..

  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:11/18/2022

  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.

  After reading complaints about Geo Blue Travel Insurance, my wife and I had similar issues.We bought Geo Blue's Highest Quality coverage, Voyager's Choice and it clearly states "This policy covers medically necessary diagnostic testing and treatment for COVID-19" Before we embarked on an overseas cruise, the cruise line tested us for Covid and we were both negative. After the cruise, we were required to take a Covid test before travelling back by Air to the US but we were both Positive for Covid so were trapped in England until we provided a "negative" Covid test. We had to take numerous diagnostic tests, cancelled many flights until we were negative for Covid. Our hotel bill costs accrued as did the costs to the testing sites to be retested each day, etc. . After making a detailed claim, the company refused to even pay for the diagnostic tests or any other cost except for a $40 OTC drugs. No Doctors on their lists (they sent us three different lists) would see us for treatment, except one practice BUT said they would only consider seeing us only if Geo Blue preauthorized payment as the Doctor actually said they were not paid in England by previous users of this GeoBlue insurance. I sent that request to prepayment and GeoBlue did NOT even contact that doctor. We requested a hospital or clinic and Geo Blue did not even reply to those requests via email and/or texts. Finally the company states that if you are not happy with the service, they would refund your premiums but that did not happen either. We paid $671.30 in premiums and wasted a lot of time attempting to access the "benefits" of this policy and even after appealing our claim, they denied all charges for the Covid diagnostic testing, costs to get to the sites, hotel charges etc.. This policy is extremely deceptive as the salesman promised the moon by buying the highest quality policy and we received nothing but a waste of time, dashed hopes and a lot of money.

  Business Response

  Date: 01/22/2023

  December 12, 2022

  Dear ******** *******:  
  This is in response Complaint ID No. ******** dated November 21, 2022. 4 Ever Life International is an affiliate  of 4 Ever Life Insurance Company and has authorized Worldwide Insurance Services, LLC to respond to the BBB complaint on its behalf. Worldwide Insurance Services, LLC (“GeoBlue”), is a US based international health care  administrator, administering the policy of insurance purchased by **** * ****** on behalf of 4 Ever Life  International, the underwriting insurance carrier. GeoBlue regrets the length of time it took to process the  Member’s claim. It is our intent to provide quality of service to our members and providers. 
  According to our records, coverage was issued to **** * ****** under the Voyager Choice policy effective April  6, 2022, through May 10, 2022. The policy is a Short-Term Medical Travel Accident and Sickness Insurance Plan  available through the Global Citizens Association. A copy of the Member’s Certificate of Coverage is attached  hereto. 
  We have reviewed the Member’s claim (********) for date of service April 25, 2022, through April 30, 2022,  received in our office on August 23, 2022. Upon further review, it was determined that claim ******** was pended to request additional information. On October 24, 2002, additional documents were submitted. However,  the new submission only contained duplicates of previously submitted invoices. Therefore, it was determined that  claim ******** was a non-covered benefit as Covid-19 testing for airline travel is not covered under the policy. 
  The GeoBlue Voyager Choice certificate, under which *** ****** was covered, outlines on Page 16 and 17 the  services that would not be considered a covered benefit under his policy as follows: 
  Post Departure Trip Interruption benefits do not cover loss(es) due to: 
  3. Prohibition or regulation by any government; or travel arrangements canceled by the airline, cruise line  or tour operator. 
  VI. Exclusions and Limitations: What the Plan does not pay for  
  Excluded Services 
  
  The Plan does not provide benefits for:  
  1. Any amounts in excess of maximum amounts of Covered Expenses stated in this Plan.  2. Services not specifically listed in this Plan as Covered Services.  
  3. Expenses incurred in the Home Country.  
  4. Services or supplies that are not Medically Necessary as defined by the Insurer.  
  Based on the information provided above, it has been determined that the claims were processed correctly, and  no further adjustment is warranted. 
  Again, we apologize that *** ****** experienced difficulties with claim processing and with his interactions with  customer service. Our goal is to provide expedient, efficient service. *** ****** should not hesitate to contact  our office with any questions or concerns regarding the claims process, including payment. 
  We trust this has addressed any concerns raised; however, if you have any questions or require further  information, please do not hesitate to contact me. 
  

  Sincerely, 
  

  Batie N**** 
  Batie N**** 
  Escalations Specialist

• Initial Complaint

  Date:11/08/2022

  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 purchase GeoBlue travel insurance. Was told no copay or deductible and any medical problems would be reimbursed. I had a kidney stone on ********* **** Sept. 12, 2022 and had to pay $3818.00 out of pocket. I filed 20 pages with GeoBlue which was the entire medical record. They have yet to pay me and every time I call I just get put on hold and am told they are waiting on Norwegian. I called Norwegian and they have emailed GeoBlue. I have emailed and called GeoBlue and cannot get this resolved.

  Business Response

  Date: 11/18/2022

  November 17, 2022

  Dear ******** *******:  
  This is in response to the Complaint ID No. ******** dated November 15, 2022. 4 Ever Life International is an  affiliate of 4 Ever Life Insurance Company and has authorized Worldwide Insurance Services, LLC to respond to  the BBB complaint on its behalf. Worldwide Insurance Services, LLC (“GeoBlue”), is a US based international health  care administrator, administering the policy of insurance purchased by Lisa G. Cox on behalf of 4 Ever Life  International, the underwriting insurance carrier. GeoBlue regrets the length of time it took to process the  Member’s claim. It is our intent to provide quality of service to our members and providers. 
  According to our records, coverage was issued to Member under the ******* ****** policy effective September  10, 2022, through September 20, 2022. The policy is a Short-Term Medical Travel Accident and Sickness Insurance  Plan available through the Global Citizens Association. A copy of the Member’s Certificate of Coverage is attached  hereto. 
  We have reviewed the Member’s claim (No. ********) from date of service September 12, 2022, received in our  office on September 27, 2022, for services rendered by Norwegian Epic Medical Center. In order to properly  adjudicate benefits, it was necessary to request additional information from ********* **** Medical Center.  However, we apologize for the length of time that it took for us to be able to track down the necessary information  from the facility.  
  Per the certificate, Professional Services would be considered for reimbursement at 100% of the Reasonable  Charges up to a maximum benefit, after the deductible, if applicable (See Page 3 of the Certificate). 
  We were able to finalize the claim on November 11, issuing 100% reimbursement to the member via claim ********; a check in the amount of $3818.18 USD was sent to the member’s mailing address on file.  
  Again, we apologize that *** *** experienced difficulties with claim processing and with her interactions with  customer service. Our goal is to provide expedient, efficient service. *** *** should not hesitate to contact our  office with any questions or concerns regarding the claims process, including payment.
  We trust this has addressed any concerns raised; however, if you have any questions or require further  information, please do not hesitate to contact me. 
  

  Sincerely, 
  Batie N**** 
  Batie N**** 
  Escalations Specialist
  

• Initial Complaint

  Date:08/16/2022

  Type:Billing 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.

  on July 18th i was improperly charged $1,162.00 spoke with a representative who stated that after a 90min conversation after initially refused to stop auto pay after I threatened to file a complaint with the NJ Attorney General Office division of banking. I was told I would not be billed again until i called and authorized it. on August 15h they charge my credit card yet again for $581.00. This company charges cards whenever they feel like it. I asked the representive what the notes of the last phone call was, I was told it was a member of our team calling you and you refused services. I stated that is incorrect that I had a 90 min conversation with an agent then i received a phone call after I blasted the company on social media.

  Business Response

  Date: 09/07/2022

  September 7, 2022

  Dear ******** *******: 
  This letter is being provided by Worldwide Insurance Services, LLC (dba GeoBlue), in response to the  referenced inquiry dated August 29, 2022. This plan is underwritten by ***** **** ********* *******,  NAIC# ***** and administered by GeoBlue. 
  GeoBlue regrets that our member was dissatisfied with the servicing of his account. It is our intent to  provide quality service to all our members and providers. 
  Please note that our records show that the following Xplorer Premier policy was cancelled and refunded  for *** *********: 
  1. ********* – Cancelled and refunded in the amount of $581.00 USD 
  After *** *********’s credit card was charged for his August 15th, 2022 payment of $581.00 USD, ***  ********* contacted GeoBlue. Per the discussions between the GeoBlue representative and ***  *********, the above policy was cancelled and refunded in full on August 19, 2022, to the card on file.  
  We apologize that *** ********* experienced difficulties with his refund. Our goal is to provide  expedient, efficient service. The member should not hesitate to contact us with any questions or concerns  regarding his refund. 
  Sincerely, 
  
  Adria E***** 
  Worldwide Insurance Services Escalations
  

• Initial Complaint

  Date:05/17/2022

  Type:Customer Service 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 purchased a travel/health insurance policy from Geo-Blue (and its wholly-owned affiliate *** *********) for my son who would be studying abroad and filed a health insurance claim. Having heard nothing from Geo-Blue on the status of a claim I finally reached a senior executive, ***************************, who said she would help. A supervisor from Geo-Blue called and said the claim would be expedited. I was then told I'd hear from the claims processor, ********** Insurance, and eventually received a general email, which said the claim had been processed and a check would be mailed. So far no check has been received and all attempts at following up with GeoBlue have gone unanswered. Copies of the two key emails are attached. Please note I reserve judgment on the appropriateness of the claim settlement itself, this complaint is solely about the lack of communication and related delays. The policy/claim ID is: **********.

  Business Response

  Date: 06/24/2022

  June 22, 2022  
  Dear *** *******:  
  We are in receipt of your request in regards to the above-listed complaint dated June 9, 2022. *** ****** commented on the  duplicate payments made which were by credit card. He stated that he had double submitted the payment and issued two policies  in error. The first payment was refunded May but had not received the other refund.  
  Our records show that the first payment was refunded on May 23, 2022, and the second payment was located and refunded to the  card on June 8, 2022.   
  We regret that the service experience received was less than adequate.  It is the company’s expectation that we provide satisfactory  service to our customers in all situations.  We apologize for any miscommunication and frustration that may have been experienced.  
  Thank you for the opportunity to respond to the concerns addressed by *** ******. 
     
  Sincerely, 
  Alice G***** 
  Asst.  Product Manager 
  on behalf of Personal Service Insurance Company