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:04/24/2025

  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 Athlete Insurance (SPOT) in January 2024 for a trip to ******** in August 18, 2024. I ended up having heart problems (this is my first time having heart problems) and needed emergency care 8/18/2024. After I returned from ********, I requested documents from several Colorado hospitals to submit to SPOT. I finally received the documents and uploaded them to Spot. A day or 2 later, every one of my claims were denied. I am requested that SPOT pay for my medical claims and medical helicopter as it was part of my Event Insurance coverage. I never would have gone to ******** if I had not purchased this insurance.

  Business Response

  Date: 04/25/2025

  To whom it may Concern; 

  Thanks so much for reaching out. While I certainly understand the client's frustration, unfortunately, there is nothing we can do it assist in this case. Ms. **** purchased Accidental Injury Insurance for a Cycling Race that was scheduled to take place on 8/18/24. This coverage exists to assist should the insured be physically injured during the race. In this case, the client became ill before the race began, and therefore this is not an eligible claim. There are two circumstances that make this ineligible. Firstly, the client became ill, she was not physically injured. This policy excludes illness. Secondly, this illness took place before the race began, this coverage only covers physical injuries that take place during the race. 

  We hope that Ms. **** has made a quick and complete recovery! The situation certainly sound scary, and we're sorry that she had to experience that! I wish there was more we could do to assist. 

  Thank you,

  *** ******

  Director of Customer Service

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

  Customer Answer

  Date: 04/25/2025

  Complaint: 23246177
  
  I am rejecting this response because:There were numerous events that took place during my time in ******** as a precursor to the final events  I have never had an injury or issue dealing with my heart until 8/18/24 in ********. The insurance coverage clearly states that it covers issues with the heart.  My issues  were new and related to the events in ********!  
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/12/2025

  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 Feb. 8, 2025 we purchased ski lift tickets for the whole family, myself, my husband, and my 2 sons. We listed everyone on the policy and tickets and then purchased for $65.94 protection in case anything happened. It was tied to our Ikon account which was accidentally listed under my sons name and which the same day I emailed Ikon asking for a correction (didnt get a response until a week later). On the terms we purchased it wasnt very specific that we had to email AGAIN everyones names on the tickets to them. It stated additional insured but they arent additional as they are original. On Feb. 14 my husband hurt himself skiing and couldnt ski the following day (peak prices for holiday weekend). That morning I tried to look up what to do (we couldnt do that earlier because snow storm cut out all electricity) and saw they wanted us to email everyones names to be covered even though we already did and paid for all 4 of us. In the terms and conditions it specifically stated to email within 10 days of trip (which we were within) and only after clicking and going through their site could you see unless 1 day prior to trip so the 10 days didnt apply if purchased within 10 days then you had to do it within 1 day of the trip. Again we paid for everyones insurance. I immediately emailed them and told them I wasnt able to add everyone to the account in Ikon because it was listed incorrectly under my sons name (this he was the policy holder as a minor which isnt correct). I told them that too and then was given a denial because we didnt email them with info they already had with all of our names. We just want a refund of one ski lift ticket despite other cancellations we had to deal with with winter storm closing roads so er had to cancel 1 day of our trip.

  Business Response

  Date: 03/21/2025

  To Whom it May Concern;

  We're very sorry to hear that this guest has had an unpleasant experience. Unfortunately, the terms and conditions of this product are clear, these named travelers must be communicated to Spot within 10 Days of Purchase. In order to ensure that this is communicated effectively, in addition to the purchase flow (which includes callouts to this need), Spot also sends. a series of three emails over that 10 day period, reminding the customer to add those names. We're sorry that the guest is displeased by this outcome, but the insurance company is acting within its rights. 

  We hope you understand,

  *** ******

  Director of Customer Service

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

• 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 an Ikon pass and SPOT insurance of July 24 for the 24/25 ski season for myself. My father was diagnosed with ALS in September 24 after which I became his full time caregiver. I provided SPOT with a letter of diagnosis of his new terminal diagnosis/federal disability. SPOT informed me that *** Global would need a letter ver batim saying that my father couldnt ski in order to refund my pass. Ive been in and around the ski industry for years, never did I think that Id be in a position where Im making plans on how to ship my fathers body cross country after he passes while simultaneously requesting a doctors stating specifically that he cant ski (a 100% fatal diagnosis isnt proof enough). I asked customer service if they had this correct and they assured me ********** will not accept the letter of his newly diagnosed federal/terminal degenerative neuromuscular issues as sufficient to refund my pass.

  Business Response

  Date: 03/21/2025

  To Whom It May Concern:

  We're very sorry to hear about this customer's hardship and subsequent difficulty completing the insurance claim process. I am happy to report that Ms. ********* pass was refunded in full on 3/19/25. 

  We hope this satisfies the customer's concern.

  Thanks,

  *** ******

  Director of Customer Service

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

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  My wife and I purchased two 24/25 Ikon ski season passes with Spot protection insurance to ski ***************************. I submitted a claim for a refund for our passes for my wife and myself, due to several ************ summary, our claims were denied The following exclusion(s) appl(y)(ies) to the Trip Cancellation and Trip Interruption We will not pay for any loss or expense caused due to, arising or resulting from:1. a Pre-Existing Medical Condition, as defined in the certificate; As you have stated in your claim submission, you had appendectomy and torn rotator cuff and bicep surgery in April of 2024, 1 month before the policy was purchased, unfortunately this falls under the definition of a pre-existing condition as per your policy and we are therefore unable to consider your claim for re-imbursement at this time. We apologize for any disappointment this may cause.I have made a full recovery from the appendicitis and right shoulder, which is the basis of their denial. I have also had two additional surgeries, which will not permit me to ski. I will be glad to provide copies of invoices, documents and supporting emails.

  Business Response

  Date: 10/31/2024

  Hello *** ********,

  i'm very sorry to hear that your claim was denied due to a pre-existing condition. If you believe that this decision was made based on the wrong facts, I would be happy to assist you with the submission of an appeal including any new or additional medical documentation that you think would positively impact the claim outcome. Please reach out to me directly and provide additional documents at my email address: *****************************. 

  I look forward to assisting you with this appeal! 

  Have a great weekend,

  *** ******

  Director of Customer Service

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

  Customer Answer

  Date: 11/14/2024

  Complaint: 22497082
  
  I am rejecting this response because:
  
  Regards,
  
  ****** ********

   

  Please see attached correspondence between the business and me.  

   

  Hello ******! 
  
  
  I'm happy to hear from you! I'm sorry to hear that your experience has been less than satisfactory, but rest assured that I will help as much as I can! 
  
  
  Could you please provide me with some additional detail on this situation?
  
  Thanks,
  *** ******
  He/Him
  Director of Customer
  
  ***********
  @********************
  
  
  
  
  
  ****** ******** Sat, Nov 2, 7:02?AM (12 days ago)
  
  Mr. ******, Do you have access to our claims and if so, have you reviewed claims? Thank you
  
  
  ****** ******** Wed, Nov 6, 10:36?AM (8 days ago)
  
  Mr. ******, When my wife "******" called the **************************************** this past spring to purchase two season passes, she advised guest services that I ha
  
  
  ****** McKinnon <******************************>
  Sun, Nov 10, 7:14?AM (4 days ago)
  
  
  
  to ***
  
  
  
  
  
  
  
  Mr. ******,
  
  Due to my injuries, I will never be able to ski again.  As a result of my injuries on 11/08/24, my wife and I dropped off all of our skis, boots and gear for the ****************************************************** Ski Swap, which was held yesterday.  Please see attached inventory of items sold and donated.  Furthermore, this coming spring we will be listing our home for sale and moving out of the mountains and snow country.
  
  
  Sincerely,
  
  
  ****** "***" ********
  
  
  2 Attachments Scanned by Gmail
  
  
  
  
  
  
  
  
  
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• Initial Complaint

  Date:10/17/2024

  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.

  On 10/16/24 at 3:28pm I contacted Spot insurance company in regards to the lack of communication I received in the beginning about the insurance I was receiving. I never received an insurance card or any information in writing as of how their insurance works that information was not given to me in the beginning and it was not posted on their website. The Spot insurance website is also a website that leads to nowhere and it does not resolve any issues online.I requested a supervisor and was transferred to someone by the name of ****** *. For 45 minutes and 36 seconds ****** was rude, condescending and lacked emotional intelligence and it was absolutely disgusting the way she was speaking to me and blaming the customer for being upset for the lack of information I received. She kept cutting me off and blaming me, when I told her I never received information in the beginning about their policies and protocols she said I should have asked questions and when I requested to speak to a supervisor above her she said there was nobody above her refusing to transfer **** had this insurance for 2 months and never used it because I was told I had to wait and was told I was going to receive a refund when I canceled the insurance not a partial refund the representative did not disclose that information and I explained that to ****** and her response was I should have asked questions and all calls are recorded. For 45 minutes and 36 seconds that phone call was absolutely disturbing because of the attitude ****** had and I told her she had a bad attitude and she did not care she was not accountable for the lack of communication I received. ****** J did not resolve the issue because her attitude was absolutely disgusting and no customer should have to deal with that. ****** has no accountability at all and I had to deal with her bad attitude for 45 minutes and 36 seconds which should have never happened to any customer.

  Business Response

  Date: 10/17/2024

  Hello, 

  We are extremely sorry to hear about the negative experience this client has had. We believe that this client is referencing a different company, as we have no record of ever speaking to someone with this name. We are Spot Insurance, there is another, very similarly named company, called Spot Pet Insurance. We have no affiliation with Spot Pet Insurance. Based on the fact that we have no records associated with this name, we strongly suspect that this client is actually dealing Spot Pet Insurance.

  If the client is adamant that they are dealing with human-related injury insurance, and have done business with us under another name, I would be happy to assist. If this client is dealing with insurance realted to a pet, I would request that you reassign this complaint to Spot Pet Insurance. 

  Thank you,

  *** ******

  Director of Customer Service

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

• Initial Complaint

  Date:08/23/2024

  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.

  This company is a fradulent company. I have put in claims with denial to every claim. Even though they got all the paperwork from the veterinarian and none of them were previous illnesses. With this happening I tried contacting the company with no responds. I started looking into more about the company deeper than ****** search which claims they are the number one pet insurance company out there. I came across Reddit reviews, there were reviews after reviews about the same thing I am going through that the company denies any and every claim you put in so they don't have to pay anything out. I tried contacting ****** about their fraudulent reviews without a responds back. This company needs to be stopped. They are scamming people out of money with no return or service. I hope you read all the reviews of the same denied claims that has been happen to me. We need your help. I don't want anyone else to be scammed from this company. Thank you.

  Business Response

  Date: 08/26/2024

  Hello,

  I believe this client is referring to a different company. We are Spot Insurance, they are lodging a complaint against Spot Pet Insurance. This is a common mistake, but we do, in fact, insure humans - not pets. 

  Please reassign this complaint to the correct business, Spot Pet Insurance. 

  Thanks,

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

  Director of Customer Service

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

• Initial Complaint

  Date:08/16/2024

  Type:Billing 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.

  My wife and I booked a fishing trip with the ********************* Charter Boat for August 3, 2024. With the purchase price, we also purchased travel protection that allowed us to cancel the trip with 24 hours notice. This insurance was provided by Spot insurance (www.getspot.com).My wife and I were unable to make the trip, so we canceled our reservation on the evening of August 1, 2024, prior to 24 hours as the policy stated. I then requested to have my money refunded by Spot as detailed in the insurance agreement.On August 2, 2024 I received notice that the $80 had been credited to my ****** account. When I checked my ****** account, the money wasn't there. I checked the notice I had received again, and noticed that the funds were sent to ******************** not ********************* I immediately contacted Spot at 8:57am on 8/2 and asked them to make the change and to send the $80 to my account.At 12:08pm on 8/2, I received an email response back from "********" stating she'd be happy to help and would get back to me soon. She never did, so I emailed her again on August 5 asking for an update. She responded that her "refunds team" was still investigating.On August 7, I tried contacting Spot through their online chat. While the agent was friendly, she was unable to help, so I emailed ******** again and got no response.Finally, on August 16 (today) I reached out to Spot again, and got this response from ********: After carefully reviewing and investigating your cancellation request, we regret to inform you that we are unable to reissue payments that have already been sent to incorrect payout methods once the funds have been retrieved. Unfortunately, our systems do not allow us to reverse the refund after an error of this nature has occurred. Given the circumstances, there is a limitation on the level of support we can provide. We understand that this may not be the outcome you were hoping for, but this is the solution we have been able to reach.

  Business Response

  Date: 08/16/2024

  Hello,

   

  We sincerely apologize for any frustration this misunderstanding has caused. We have refunded the client $80 per his request and now consider this matter closed. 

   

  Thank you,

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

  Director of Customer Service

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

  Customer Answer

  Date: 08/17/2024

  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:05/29/2024

  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 Spot Insurance prior to going to a snowboarding trip at ********************. Unfortunately, on March 16th I suffered an accident in which resulted in me going to the emergency room and incurring a significant amount of out-of-pocket expenses. I submitted a claim and submitted all the paperwork/ attachments (from the hospital) needed to file the claim. It has been over two months, and I haven't received a single reimbursement or correspondence from Spot. I have called the customer service line, and they insist that I need to send documentation of the medial bills and proof of payment, which I have already attached to the claim. Since then, I have spent hours on the phone trying to reach another representative to explain what else this company needs. I would like to re-imbursed for my out-of-pocket expenses for the insurance that I purchased prior to the accident.

  Business Response

  Date: 06/03/2024

  To whom it may Concern; 

  We're sincerely sorry that this process is taking longer than the claimant expected. Insurance Claims can take quite a while to finalize. Spot Insurance is an Insurance Broker, not an underwriter. The underwriter for this policy is Mutual of Omaha. Spot does not have the ability to impact Mutual of Omaha claims decisions or review timelines. This claim has been submitted to the insurance carrier and is currently under review. Current ********************** at Mutual of Omaha are about 2-3 months. This claim was submitted for review on 4/4/24, so we would expect the client to hear something from Mutual of Omaha in the next few weeks. If the client has not recieved a notification from the Insurance Carrier within the 2-3 month window, we'd be happy to escalate the case with Mutual of Omaha. 

  As we are not the underwriter, we cannot pay this claim or process any reimbursements. It may make more sense for BBB to seek resolution from Mutual of Omaha directly, as we are powerless to make change in this case. 

  Thanks,

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

  Director of ****************** Spot

• Initial Complaint

  Date:03/13/2024

  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 an Ikon ski pass on April 4, 2023. I slo purchased the pass insurance for $69.93 In November of 2023 I suffered from a fall off of my bicycle and that resulted in a severe injury to my right shoulder rotator cuff. As a result of that injury, I was unable to ski this season.I submitted a claim to Spot Insurance along with a Physician's statement. **** referred the claim to IMG who has told me they are waiting for Spot to confirm that I have not used the pass. *** says they contacted Spot several times but as of today, **** has not responded.I am therefore filing this complain so that Spot fullfils their responsibility.

  Business Response

  Date: 03/14/2024

  Hello,

  Thank you so much for passing this feedback along to us. We take issues like these extremely seriously and I'm happy to report that I can share some good news here. Based on this client's feedback, we reached out the policy underwriter, IMG and clarified any open data requests they had. They now have everything they need to proceed and the client should hear from their Claims Adjuster soon! Insurance Claims can be time consuming, uncomfortably so at times, but this claim is on track and should be decided within 10 business days. 

  If we can provide any additional information, please don't hesitate to reach out! 

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

  Director of Customer Service

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

• Initial Complaint

  Date:05/31/2023

  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 a skiing ikon pass plus the insurance in case I was unable to ski due to injury etc. I broke my clavicle march 18 I sent in all documents needed to spot insurance in march. They continue to email that they need more information but I have given it all to them. 3 weeks ago they emailed they will call to get more information. They have not called and there is no information that they dont already have. I paid for this insurance and it is a fraud. Nothing has resolved

  Business Response

  Date: 06/12/2023

  This claim has been paid and the client acknowledged that they have received their refund! We apologize that this process took longer than anticipated, but we hope the client is satisfied with the outcome.