ComplaintsforTravelSafe Insurance

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on a ******** ****** in May of 2022 when on disembarkement I fell and shattered my ankle in *****, **. (we live in ****). We were carrying travelers insurance (***) when this happened and were assured when the policy took place that everything would be ok. It is now almost Feb 2023 and *** will still not accept responsiblity for the documents I have provided, the bills that are piling up or help in any way to finanically expect responsibility. Looking at their profile on ********* I wish we had studied them more, there thousands of people like me who are suffering. This company should be ashamed of themselves as well as the cruise lines for allowing a company to represent them. I have called every single week, have provided documentation that they claim I have not provided (even when I have proven I have), given them more information then they need to make it helpful and yet I am here waiting. I was out of work for 3 months, needed surgery, physical therapy and countless doctors appointments and medications. Its pretty obvious this company only cares about themselves. *** is a joke and should be held responsible for every action and reaction as they have put so many of us in.

  

  Business response

  02/01/2023

  To whom it may concern, 

  We don't administer or handle any policies thru ***!! I do not believe this is a valid complaint for our agency. Our travel insurance policies are underwritten by **** and ******* and **********. 

  If she can provide a TravelSafe Certificate number or GolfSafe certificate number I will be happy to confirm she has a policy underwritten by one of our carriers, *** is not. 

  Regards

  ********* Grove

   

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 22, I called eight times to speak to a Supv about my Claim #****** (this is trip cancelation insurance) in regard to some claim forms that need to be completed. I spoke to Mary (who didn’t know what I was talking about), then I called again and spoke to Ken who put me on hold forever, then Gigi who gave me the wrong information and when I called her again she admitted that she did. Then I noticed there was another discrepancy on another form so I called again and spoke to Tavares who refused to help. When I told him what the issue was, he couldn’t answer the question. I repeatedly explained the issue but he refused to resolve it. I told him NUMEROUS times that I wanted to speak to a Supv but he refused to do so. These claims forms need to be submitted to my doctor ASAP, so I can be reimbursed for my trip. I have spent $2.00 to print these forms as I don’t have a computer) I believe they are negligent and unprofessional behavior. I want to bring this to the attention of upper management. I would appreciate a prompt response. Thank you.

  

  Business response

  11/29/2022

  Good morning, I spoke with **** yesterday at great length. Her complaint is with our Claims Administrator who I will reach out and speak to for more details about the calls that transpired there. 

  However I wanted to let you know I explained to **** in great detail yesterday about completing the forms and what she needed to do. I believe she was more frustrated by not being given the opportunity to speak to a supervisor and wanting a definitive response about her claim submission. I explained what is recommended she do, and again expressed to her noone can confirm if her claim will be paid or denied without her submitting all the necessary paperwork. **** phoned our office on Wednesday, November 23rd unfortunately I was unavailable to take her call, and our office was closed on Friday, Nov 25th. After speaking with her yesterday, I believe she is more comfortable completing the forms. 

  Regards,

  Deb ** G****

  Exec Vice President

  TravelSafe Insurance 

  

  Business response

  12/30/2022

  December 20, 2022 
  

  To Whom It May Concern 
  

  Thank you for your inquiry of November 22, 2022, regarding the above insured. We would like to apologize for the delay in responding to this query. After review of this inquiry, CBP has telephoned the consumer to assist her with her claim submission. Below you will find a synopsis of this matter. 

  The member purchased the Travel Safe Classic Plan on April 14, 2022, in connection with a December 2 - 10, 2022, trip. The member indicated that she telephoned Co-Ordinated Benefit Plans ("CBP") several times on November 22, 2022, with questions regarding completion of the claim form, and stated that her issue was not resolved during any of the calls. 

  CBP has indicated that they have reviewed the telephone calls in question: the member had two questions 1) why the claim form was part of the claim form and not a separate document and 2) whether a section of the claim form titled "If cancelled due to medical reasons" needed to be completed by a doctor or if she completed that section. 

  We would like to apologize for any frustrations CBP staff may have indirectly caused; a member of management at Co-Ordinated Benefit Plans telephoned the member in order to discuss her questions as well as to go over what is needed to process her claim. CBP would also like to note: 
  1) The Physician's Statement is included within the claim form and the section titled 
  "Physician's Statement" needs to be completed by the treating doctor. A separate Physician's Statement is available on cbpconnect.com; however, the member declined to obtain the separate Physician's Statement as she did not have access to a printer. 2) The section titled "If cancelled due to medical reasons" is completed by the claimant and 
  the second titled "Physician's Statement" is completed by the treating doctor.

  We hope this is beneficial to the client's concerns, and we look forward to receiving the information requested to process the claim. If there are any additional questions regarding this matter, please let us know. 

  Sincerely 
  

  Deb * G**** 
  Executive Vice President 

• Initial Complaint

  09/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Due to flight cancellations I was not able to reach my dive vacation destination in April, 2022. I filed a travel claim (******) for $4,200 on April 16, 2022, with all supporting information. 5/12/22, I requested an update on my claim status and received a reply that if additional information was needed I would be contacted. 6/16, received email that I needed to provide additional confirmation that I did not receive any refund from the dive resort. Sent requested confirmation on 6/27. 8/10/22, called their claims office and was told the additional document had been received and they had everything needed to complete the resolution of the claim, and would receive a response within 2 - 3 weeks. Called 8/27, and was told that my claim was being expedited to the top of the reviewers stack, and it would be completed within 2 - 3 weeks. 9/19, called back, and was told that the claim had been reviewed, approved, but was beyond the reviewers authorization and needed to go to a supervisor. Agent attempted to resolve during the call, but was unable to and I was told the claim should be resolved that day or by the following day. Called back 9/26 and agent said that the claim had been expedited the previous week, and it would be 2 - 3 weeks. My claim was over half a year old, and I was being told things I had been told before and asked to speak to a supervisor. None were available, but told I would get a call back within 48 hours. Now 9/29, no call back received. I am filing this complaint to get my payment, and let others know my experience. All agents dealt with were courteous, but the fact is it's over half a year later and after multiple interactions I'm still having to fight to get them to honor their policy. All information presented is verifiable through Travelsafe claim log, and all calls are recorded by Travelsafe. Travelsafe information line states claims are typically resolved within 30 - 60 days. There was nothing unusual about my claim.

  Customer response

  11/04/2022

  After posting a complaint on ****** Reviews, I received contact from *****************, EVP, TravelSafe.  She acknowledged that the approximate six month delay in processing my claim was not appropriate and would follow up on it.  The following week I received a reimbursement check, however the air fare travel that was prepaid and nonrefundable was not reimbursed.  TravelSafe stated this was because the travel was interrupted after starting.  I appealed the claim, outlining that I operated in good faith to try and complete the travel, as TravelSafe asks of its customers, however ******* gave faulty information about the ability to make a connection.  I believe I should not be penalized for operating in good faith based on the information ******* provided, and the trip should be viewed as not having begun, and all trip related expenses covered, including the prepaid, nonrefundable air fares, which would be the case with the classification being changed from trip interuption to trip cancellation.  

  What is also disconcerting is that TarvelSafe claims also did not include in the reimbursement check sent the cost of travel to return to my start location, which is expressly stated as covered in the case of trip interruption.  I maintain that the claim should be treated as trip cancellation for the stated reasons, but in no situation can they deny both the prepaid, uncompleted airfare travel and the return flight to my start location.  

  

  Business response

  11/16/2022

  November 16, 2022

  Dear *** *****: 

  Thank you for your inquiry of November 11, 2022, regarding the above insured. After review of this inquiry with ************ ******* *****, ("***") it has been confirmed that *** *****'s claim was processed correctly under the terms of the policy. 

  According to ***, the claims administrator, the member attempted to reach his trip destination, but due to repeated flight delays and cancellations, he was not able to arrive to the Cayman Islands as scheduled. On September 30, 2022, the claim was approved for Trip Interruption benefits for the amount of the prepaid, unused land arrangements as *** ***** began travel for his trip. As the original airfare prepaid for the trip and covid tests the member incurred are not covered under the Trip Interruption provisions of the policy, this portion of the claim was found to be not covered. 

  While it is ***'s position that the claim was adjudicated correctly under the policy terms, *** has reached out to the member directly in order to resolve this matter. We ask that the member review his email from *** that was sent on November 16, 2022, and communicate with *** directly for any further questions. 

  We hope this is responsive to the customer's concerns. If there are any additional questions regarding this matter, please let us know. 
  

  Sincerely, 
  Deb * G**** 
  Executive Vice President 
  Travel Safe Insurance 
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I took out an insurance policy for a trip To DR in February. The insurance was supposed to take care of lodging and food for a trip that got delayed because of air travel changes. We had to stay in Miami FL for 2 days. They have not paid and don't seem to interested in paying it. They keep saying they are having a larger amount of claims and will get back to me as soon as they can. It was supposed to be paid by 60 days. Now $2000 has been sitting on my cc and collecting high interest rates.

  

  Business response

  07/06/2022

  I am responding to the complaint filed by ** ***** *******. *** ******* purchased TravelSafe travel insurance plan #******-*** that includes short-term travel insurance benefits underwritten by ****** ****** **** Insurance Company., Co-ordinated Benefit Plans is the claims administrator for this plan.
  
  After receiving the complaint regarding *** ******* I had reached out to Cordinated Benefit Plans, our claim administrator for a claim status update. Since I have reached out I have been advised a payment has been made to **** ******* in the amount of $450 per person.This is the maximum benefit payable per person based on the $150 per person per day Travel Delay benefit. **** ******* and her companion were delayed for 3 days. A letter has been emailed to the claimant outlining the benefit amount paid. 
  
  If you have any additional questions, do not hesitate to contact me.
  
  Best Regards,
  
  Deb * G****

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a travel insurance policy via Travel Safe for a trip to Aruba on January 7th. On January 5th, I contracted Covid (which is covered under my policy). I submitted all of my documentation on January 5th and can not get a response on my claim. I've escalated up the chain of command and have reached to both the broker and the insurance agent upward of 10x with no resolution or status update on payment. Their company claims a 15 day reimbursement and its now over 6 weeks with no resolution in sight. The claim is $4,500 and we need to recoup that money immediately.

  

  Business response

  02/24/2022

  Dear **************,

  I am responding regarding the complaint filed by ******************************** Complaint #********. **************** purchased TravelSafe travel insurance plan #********** that includes short-term travel insurance benefits underwritten by ************* **** Insurance Company, Co-Ordinated Benefit Plans is the claims administrator for this plan.

  When **************** reached out to TravelSafe via phone call and email January 28th after asking for assistance because she had provided additional information to the claim administrator on January 25th and hadn't received a response back, we followed up with a request to the claim administrator ourselves that the insured is requesting an update on her claim and we would like it pulled and reviewed as soon as possible. We understand as a result of the influx of claims due to the Covid-19 Pandemic claims are taking a longer response time.

  On Feb 15th, Co-Ordinated Benefit Plans emailed **. ******************** the benefit checks were mailed to their Wilmington MA address. The checks totaled $4,039.00 and would be mailed on 2/17/22. **************** was also advised the need proof of cancellation/refund for the dog sitting charges she is claiming. She received that email from the claim administrator and advised them to process the claim minus the dog sitting reimbursement. 

  While we understand the unfortunate circumstances surrounding the cancellation of ***************'s trip, all claims must be processed in accordance with the policy language. In order for a trip cancellation claim to be processed proof of payment, verification of cancellation and refund must be submitted, without the proper documentation a claim can not be processed. 

  I hope this answers any outstanding questions in relation to *********************'s concerns. Under normal conditions I would submit the complaint to the claims administrator for reply, but due to the timing of the insured's filing and TravelSafe receiving the BBB Complaint, the claim has been paid therefore I am providing the response. If you should have any further questions or need further clarifications of the above, please do not hesitate to contact me. 

  Sincerely,

  Deb** G****

  the claim administrator I will reach out to them for additional information to provide to you. 

  Customer response

  03/01/2022

  [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,
  
  *****************************
  

*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. ↩