Complaints

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

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USI Travel Insurance Services has 3 locations, listed below.

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  USI Travel Insurance Services

  3805 West Chester Pike Ste 200 Newtown Sq, PA 19073-2330

  
• 

  USI Affinity

  100 Matawan Rd Matawan, NJ 07747-3911

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  USI Affinity

  100 Matawan Rd Matawan, NJ 07747-3911

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:07/20/2023

  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 bought trip insurance for a ******** ********** tour in Peru, through USI Travel Services. For a variety of reasons, I had to postpone my travel. Covid travel restrictions caused us not to travel, then US State Department warnings made us decide (along with many other travelers) not to go. I should note that the State Department warnings were lifted, but not until after the time when I would have had to make my final tour payment. In each case, I deferred the travel well before the departure date and notified USI Travel Services as soon as ****** confirmed the change. ****** willingly deferred my trip registration to 2024, and applied my deposit to that trip. However, USI Travel Services refuses to do the same with their premium. I paid $1450 for my trip insurance, and they are now telling me that they won't apply that sum to my future trip insurance. In other words, they have had zero risk -- I haven't left on any ****** trip -- and they get my money for nothing. I would be willing to pay a supplement if the price of the insurance policy increased since I paid for it, but they aren't offering that either. They are simply telling me that I must file a claim for the money -- and at best, I'd likely only get part of it back. I want USI Travel Services to either refund my money or apply my premium to my 2024 trip with ******.

  Business Response

  Date: 07/20/2023

  Hello,

  I have communicated with the traveler and offered a full refund of the insurance premium as a measure of good will.  

  The refund was accepted and will be processed within the next 3 business days.  

  Best regards, 

  *********************************

  Customer Answer

  Date: 07/28/2023

  On July 20, ********************************* said she would process the credit to the ****** **** on file with my written approval.  I replied as soon as I got that email, on the same afternoon.  I just checked my ****** **** account online (July 28, 3:55 p.m.) and the credit has not been processed.  USI has promised action but has failed so far to take any action.  Until they credit my account, I consider this complaint to be active.

• Initial Complaint

  Date:09/12/2022

  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 purchased trip interruption travel insurance for ******** ********** tour to Yellowstone/ Grand Tetons 6/10-6/18/22; On our arrival at Mammoth Springs on DayTwo of our 8 day trip we were told that there was now a mandatory evacuation by National Park service of Yellowstone due to severe weather; As a result we missed days 2 thru 6 of our scheduled agenda in the Park being relocated from Park to Grand Teton area; Mandatory evacuation remained in place entirety of our tour and we were unable to return to complete tour: I filed trip interruption claim for unused/ non refundable part of land package d/t mandatory evacuation by federal agency d/t severe weather which was listed under section 10 of insurance policy as covered benefit as we were unable to return to complete missed excursions; I called insurance company 6/13 and recieved claim number and was told claim form would be forwarded; it took followup call 6/27 to get claim form emailed to me; followup t/c 7/18 to insurance where they stated claim form recieved and adjuster would call “ within a few hours” to discuss claim; no call recieved; followup t/c to insurance company 8/9 stated claim would be “expedited” to higher priority and customer service agent would call “within 3 days” to discuss claim; no call recieved; followup t/c to customer service 8/22; no info available on claim would forward “expedited”inquiry to claims and have adjuster call; no call by 8/29; would like your help in obtaining claim status as my attempts to contact agency over past 2 months have been ignored: policy confirmation # *******; claim #********* under covered qualification of unused/ non refundable part of land package that was missed d/t mandatory evacuation of Yellowstone 6/12 by NPS due to severe weather;requested reimbursement of $7566.66 thank you for any help you may be able to provide; insurance agency was provided with all Supporting documentation; claim form/trip agenda/payment receipt form trip;insurance

  Business Response

  Date: 09/23/2022

  We are in receipt of the above referenced complaint that was submitted on September 12, 2022, and in reference to the above captioned claim, adjudicated by **********.  ********** ********, Inc., a subsidiary of ******** * *******, is a third party administrator assigned to act on behalf of Generali US Branch to process claims.
  
  In this complaint, *** ****** ******** expressed displeasure with the lack of communication regarding the handling of his claim. We have reviewed our file materials and we offer the following in response.
  
  On June 14, 2022, notice of this loss was received at **********. On June 27, 2022, the processor setup the claim and contacted *** ******** via email, acknowledging receipt of the claim and requesting the following documents to process the claim:
  
  Completed Claim Forms (signed and dated);
  2. Complete Travel Itinerary (i.e., flight schedule, hotel confirmation or tour/cruise itinerary);
  3. Proof of payment(s) for the trip (i.e., 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, or Delay (i.e., 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/Carrier (with cancellation policies);
  6. Penalty terms from the affected Travel Company, 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 July 2, 2022, and the claim was assigned to a licensed adjuster. Due to a shortage of staff and high claim volume, there was a delay in processing claims. On September 8, 2022, the adjuster reviewed the claim and contacted *** ******** via email requesting the following documents to process the claim:
  
  Documentation from the Common Carrier confirming no refunds/credits issued.
  
  On September 12, 2022, the adjuster contacted *** ******** via telephone and email advising the claim is pending the above referenced documentation to process the claim. We received notification of additional documentation submitted on September 19, 2022. On September 21, 2022, the adjuster reviewed and processed the claim. Check number ********** in the amount of $6,485.71 was sent to *** ******** via US mail.
  
  ********** sincerely regrets the delay and inconvenience this claim process has caused to *** ********.  
  
  Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
  Respectfully,
  
  ****** ******
  Team Manager

  ********** ********
  Phone: ************
  Email: ***************************