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:08/09/2022

  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.

  My claim (XXXXXXXXX) was completed but they never paid Enterprise Rental car. This resulted in me getting billed 498.00.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/11) */ Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600, Dallas, TX XXXXX RE: BBB File: XXXXXXXX Claimant: ****** ******* Insured: United Site Services Insurance Company: Safety National Casualty Company Date of Loss: April 24, 2022 Our File No.: XXXXXXXXX Dear Sir / Madam, We are in receipt of your correspondence dated August 10, 2022. Broadspire, a Crawford Company is the third-party administrator for Safety National Casualty Company and their insured, United Site Services, in referenced to the above referenced matter. In the complaint document, the complainant expressed displeasure with the non-payment of their rental reimbursement. Upon receipt of the complaint, our office reviewed the file materials and acknowledged an oversight occurred. The adjuster immediately issued payment to Claimant, ****** ******* in the amount of $548.29 under check number XXXXXXXXXX . Our office contacted Mr. ******* and apologized for this oversight. We confirmed payment was issued and provided the supporting materials. Should you have any additional questions, please do not hesitate to contact the undersigned to discuss. Shayla D. DuBose-Johnson, AIC-M (she/her) Team Manager- Northeast Service Center Broadspire P 908.345.2871 C 561.380.5174 F 866.225.0044 E *********************@us.crawco.com W www.crawco.com A PO Box XXXXX Lexington, KY XXXXX

• Initial Complaint

  Date:08/09/2022

  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.

  Claim reference number XXXXXXX. In November 2021 a trip to Ghana was planned. The trip was planned for December 26, 2021 through January 18, 2022. The trip itinerary was planned with a travel company named Away to Africa. The trip total was $5150. Flight booked with 3rd party company named Justfly with Jet blue costing $1398. Travel insurance was purchased with affinity/broadspire in November 2021 due to the high cost of trip. Unfortunately, I was not able to go due to covid like symptoms. Provider advised me not to travel during the time Ghana trip was planned. A complaint was filed with Broadspire in January 2022. Broadspire sent me an email with paperwork to complete. Paper work was uploaded into server provided by company. Later, received an email sent by company from Etzert Chery (claim adjuster). Etzert Chery emailed me stating he needed further documentation, which was provided. April 2022, an email from Mr. Chery stating my claim would be canceled if I didn't provide documentation. I then proceeded to contact the company by phone. It took about 3 transfers to get my to the right person. I spoke with a man who said that Mr. Chery would get back to me. Mr. Chery in fact called me back and stated my claim would be resolved, and I would receive my compensation back. Encouraged I waited to hear back from the company. No email was sent to me about my claim being resolved. July 2022, I receive an email from another claims adjuster named Lashondra Lee, stating further documentation was needed to proceed with the claim. When I spoke with my previous adjuster I was under the impression all my documentation was complete and my claim would be resolved. It has been constant back and forth with this company and no resolution. Furthermore, I would like for this matter to be resolved. It has been months and no answer.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 7, 2022/08/25) */ August 25, 2022 Better Business Bureau Serving North Central Texas 1601 Elm Street, Suite 1600 Dallas, TX XXXXX-XXXX RE: Case Number: XXXXXXXX Claim Number: XXXXXXX Policyholder: Tin Leg Gold Policy Number: 53-TLG-AXX-XXXXA Policy Type: Trip Cancellation Insured: ******** ****** Date of Loss: December 20, 2021 Writing Company: Starr Insurance Companies We are in receipt of the above referenced complaint that was submitted on August 10th, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Starr Insurance Companies, to process claims. In this complaint, Ms.****** expressed displeasure with the lack of communication and the length of time taken to resolve her claim. We have reviewed our file materials and we offer the following in response. On January 12th, 2022, notice of this loss was received in the Broadspire office. An acknowledgment letter and claim form was issued to Ms. ****** on the same day. On February 15th, 2022, Ms. ****** uploaded supporting documentation to her claim via our secure website. Broadspire acknowledges that there was a significant delay in the review of the submitted documentation which occurred on March 15th, 2022. Upon review of the submitted documentation, it was determined by the licensed adjuster that the following required document were still pending in order to confirm coverage and the request was sent via email to Ms. ****** on March 15th, 2022: Confirmation of the reason for the Trip Cancellation, Interruption, Delay or Missed Connection (Example: completed physician statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss) Cancellation letter from tour operator/agency (with cancellation policies) Documentation showing any refunds (if applicable) Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider On April 20th, 2022, the assigned adjuster issued a 60 day letter to Ms. ****** advising that additional documentation was still pending and if it was not submitted within 30 days the claim would be closed due to lack of pursuit. On May 13th, 2022, Ms. ****** submitted additional documentation via our secure portal for review. On July 25th, 2022 the documents were reviewed and it was determined that we were still pending the following documents in order to determine coverage: Documentation showing any refunds At that time, the length of time to prove the claim had lapsed and a 90 day closing letter was issued to Ms. ******. Upon receipt of the complaint, the file was reviewed again and we have confimed that in order to consider the claim in its entirety we are still pending the following information to move forward: Confirmatioon of the $125 payment. Per the breakdown provided the $125 requested has not been accounted for. Documentaion from JetBlue airlines confirming no refund or travel voucher/credit for the cancelled airfare. Once Ms. ****** has submitted the required documentation, the claim will be reviewed in its entirety against the policy for coverage. We have confirmed with the adjuster that the phone calls received from Ms.****** were not answered nor returned, in addition to the delay in the handling of the claim, and for this we sincerly apologize. For faster service, please upload the required documents to: https://myclaimsagentupload.crawco.com Or mail the required documents to: Claim Benefit Services P.O. Box XXXXXX Sunrise, FL XXXXX ATTN: (XXXXXXX) Should you have any additional questions or concerns, please do not hesitate contact the undersigned. Respectfully, Althea L Brown Director of Claim Operations XXX-XXX-XXXX ************@us.crawco.com

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 7/8/22 I was rear ended, an accident report was filed. I contacted her insurance company Old Republic Insurance MWTBXXXXXXXX.. The company directed me to file the claim through Broadspire Ins claims Dept..I did that and was provided with a claim number XXXXXXXXX and the adjuster was to follow up. My auto body mechanic and I have been repeatedly trying to contact the adjuster and the company with minimal to no response.. My vehicle is ready for pickup but Broadspire adjusters and customer service for the company will not respond or return our calls..

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 7, 2022/08/25) */ See attached.

• Initial Complaint

  Date:08/07/2022

  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.

  I purchased a flight through Booking.com on 05/31/22 with Travel Insurance (Policy number: ***************). My flight was to be on June 11th but I was exposed to COVID the week of my flight due to an outbreak at work. I became ill and I filed a claim with the insurance partner, XCover.com, to cancel my trip for an expected reimbursement of $1284.17. (Claim number same as policy number: ***************) I received a confirmation of my claim (attached) stating that Broadspire will be handling my claim and will reach out to me regarding next steps. I was not contacted and reached out to XCover for assistance on 6/20/22 and they forwarded my query to the claims team. They sent me another email stating that Broadspire would be in contact with me regarding my claim. 6/24/22: I reached out to XCover again as I had not received any updates about my claim. 6/27/22: XCover responded on with the same template that Broadspire would reach out to me shortly. 6/30/22: I sent another message to XCover. NO RESPONSE FROM XCOVER. 7/19/22: I sent another message "It has been over a month since I filed..." 7/20/22: XCover responded, "Your claim is currently being handled by an adjuster from Broadspire, a Crawford Company. Please refer to the acknowledgement letter you received to find your adjuster information and contact information. Or contact Marla ******* at: Email: *************@choosebroadspire.com" **I never received an acknowledgment letter. 7/20/22: I emailed Marla and received her auto response that she was on vacation and to contact Laydy Payano, so I emailed her and NO RESPONSE. 7/28/22: I emailed Marla again about the situation. 7/29/22: Marla responded and said that she expedited the claim and it should take 72-hours. 8/07/22: I have still not heard anything. After reading the reviews and complaints regarding Broadspire, I do not expect to hear from them. I would like my expected reimbursement of $1284.17 issued to me ASAP without any more steps.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 7, 2022/08/31) */ August 31, 2022 Better Business Bureau Serving North Central Texas **** *** Street, Suite **** Dallas, TX XXXXX-XXXX RE: Case Number: XXXXXXXX Claim Number: XXXXXXX Policyholder: XCover Policy Number: *************** Policy Type: Trip Cancellation Insured: ******* ***** Date of Loss: June 8th, 2022 Writing Company: Generali US Branch We are in receipt of the above referenced complaint that was submitted on August 9th, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali US Branch, to process claims. In this complaint, Mr. ***** expressed frustration with the lack of communication, acknowledgement, and receipt of claim forms for his claim. We have reviewed our file materials and we offer the following in response. On June 9th, 2022, notice of this loss was received in the Broadspire office. Broadspire acknowledges that there was a significant delay in the delivery of the acknowledgment letter and claims form, as well as the lack of communication from the claims processing team, for this we sincerely apologize. An acknowledgment letter and claim form has been sent to Mr. ***** via email on August 23rd, 2022. The acknowlegement letter details the required documentation required to review for coverage: Completed claim forms (signed and dated) Complete Travel Itinerary (i.e., flight schedule, hotel confirmation or tour/cruise itinerary) 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) Confirmation of the reason for the Trip Cancellation, Interruption, or Delay (ie: completed physician statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss) Cancellation letter from tour operator/agency/carrier (with cancellation policies) Penalty letter or penalty terms from the affected travel company, carrier, lodging or other provider Documentation showing any refunds (if applicable) Receipts for any additional/out of pocket expenses (Note: Reimbursement of same limited by policy terms and conditions) Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable) Once Mr. ***** has submitted the required documentation, the claim will be assigned to a licensed adjuster and reviewed for coverage. . For faster service, please upload the required documents to: https://myclaimsagentupload.crawco.com Or mail the required documents to: Claim Benefit Services P.O. Box XXXXXX Sunrise, FL XXXXX ATTN: (XXXXXXX) Should you have any additional questions or concerns, please do not hesitate contact the undersigned. Respectfully, Althea L ***** Director of Claim Operations XXX-XXX-XXXX ************@us.crawco.com

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service 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.

  Same as many others. My daughter could not fly home from Uganda because of contracting Covid, so her trip was delayed a week (my other daughter and I were able to fly home). Not excessive expenses, uploaded all documents as requested by Broadspire, and am being ignored for seven months now. Broadspire has reviewed all of the uploaded documents and done nothing. This happened in January 2022.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 9, 2022/09/14) */ Better Business Bureau of North Central Texas 1601 Elm Street, Suite 1600 Dallas, TX 75201-3093 RE: Case ID: XXXXXXXX Claim Number: XXXXXXX Policyholder: Tin Leg Gold Policy Number: **************** Policy Type: Trip Interruptiom Insured: ********* ****** Date of Loss: January 8th, 2022 Writing Company: Starr Insurance Companies We are in receipt of the above referenced complaint that was submitted on August 8th, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Starr Insurance Companies, to process claims. In this complaint, Ms. ****** expressed displeasure with the lack of communication regarding the handling of her claim and the length of time to resolve. We have reviewed our file materials and we offer the following in response. On January 27th, 2022, notice of this loss was received in in the Broadspire office. An acknowledgement letter was sent to Ms.****** confirming receipt of the claim and the list of required documentation needed in order to consider the claim for coverage on January 27th, 2022. On March 3rd,2022, Ms. ****** uploaded supporting documentation to our secure website. Broadspire acknowledges that there was a significant delay in the review of the documentation which was completed on March 21st, 2022, for this we sincerly apologize. Our records indicate that the adjuster, reviewed the file and determined that the following supporting documentation needed to adjudicate the file were still pending: Completed claim forms (signed and dated) Copy of original Common Carrier or other vendor report that verifies the cause and duration of the delay Copy of the travel itinerary or agenda showing the passenger names and ticket cost and the new travel itinerary/agenda The adjuster requested this information from Ms. ****** via email on March 21st, 2022. On March 30th, April 11th, and May 25th, 2022, Ms. ****** uploaded the remaining pending documents. The final review of the submitted documents were reviewed on August 9th, 2022 and determined the loss was covered. The check was requested and approved by management on August 9th, 2022. Our records indicate that the check was mailed to Ms. ****** on August 10th, 2022, but has not been cashed to date. Should you have any additional questions or concerns, please do not hesitate contact the undersigned. Respectfully, Althea L B**** Director of Claim Operations 754-755-0313 Althea_B****@us.crawco.com

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I had booked a trip on April 23, 2022 for $5797.19 for travel dates between July 5-July 9, 2022 for travel with my husband. On June 30, 2022, my husband had an accident where he suffered a fibula fracture (ankle), a partially torn ACL (grade 2 sprain), a trebecular tibia fracture, among other injuries. I contacted Broadspire and filed an insurance claim for the $5797.19 amount, as my credit card provided travel insurance through them. I submitted all of the documents they requested on July 13, 2022. We were given a claim number of XXXXXXX. They said they would review the documents within 2-3 business days. We have not received any communication from them, despite multiple calls to them. They keep saying they will respond to us, but we are out nearly $6,000 from this cancelled trip on top of our medical bills.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 9, 2022/09/14) */ Better Business Bureau of North Central Texas 1601 Elm Street, Suite 1600 Dallas, TX XXXXX-XXXX RE: Complaint ID: XXXXXXXX Claim Number: XXXXXXX Policyholder: BNY Trust - Visa Policy Number: XXXXXXXX Policy Type: Trip Cancellation Insured: ***** **** Date of Loss: July 2nd, 2022 Writing Company: Federal Insurance Company We are in receipt of the above referenced complaint that was submitted on August 8th, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Federal Insurance Company, to process claims. In this complaint, Mrs. **** expressed displeasure with the lack of communication regarding the handling of her claim. We have reviewed our file materials and we offer the following in response. On July 1st, 2022, notice of this loss was received in in the Broadspire office. An acknowledgement email was sent to Mrs. **** confirming receipt of the claim and the list of required documentation needed in order to consider the claim for coverage on July 11th, 2022. On July 13th, 2022, Mrs. **** submitted supporting documentation to her claim via our secure website. Broadspire acknowledges that there was a significant delay in the review of the submitted documentation. We have confirmed with the adjuster that the phone calls received from Mrs. **** were not returned, and for this we sincerly apologize. To date, we are pending the return of the required documents needed to consider Mrs. **** claim for coverage. A copy of your credit card statement (To include the first six digits of your credit card number for verification of coverage. However, for security purposes we suggest that you block or remove the remaining digits.) OR a photocopy of the front and back of the credit card with the first 6 digits visible. Upon receipt of all required documentation, the assigned adjuster will review the documents again and verify coverage. Upon completion of the review, a status will be provided to Mrs. ****. For faster service, Mrs. **** may upload the required documents to: https://myclaimsagentupload.crawco.com Or mail the required documents to: Claim Benefit Services P.O. Box 459084 Sunrise, FL 33345 ATTN: (4001748) Should you have any additional questions or concerns, please do not hesitate contact the undersigned. Respectfully, Althea L B**** Director of Claim Operations 754-755-0313 Althea_B****@us.crawco.com

• Initial Complaint

  Date:08/04/2022

  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.

  The Insurance Company will not contact me back. I completed the claims response to the satisfaction of the the Insurance Company, but I continue to call the 800 number to get through to someone, but no one responds to my follow up requests. I would like to resolve this matter. I have received NO INFORMATION about my claim other than where to file the claim. They are not helpful or responsive.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 7, 2022/08/23) */ August 23, 2022 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600 Dallas, TX 75201 Re: BBB Case Number: XXXXXXXX Claim Number: XXXXXXX Insured: **** ****** Policyholder: **** ****** Policy Number: XXXX-XX-XX Date of Loss: March 21, 2022 Type of Loss: Bag Delay Insurance Company: Federal Insurance Company Dear Dispute Resolution Department, We are in receipt of the above referenced complaint that was submitted on August 22, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Federal Insurance Company, to process claims. In this department complaint, Mr. **** ****** expressed displeasure with the lenght of time it has taken to process his claim. We have reviewed our file materials and we offer the following in response. On July 6, 2022, notice of this loss was received at Broadspire. On July 10, 2022, the processor setup the claim and contacted Mr. ****** via email requesting the following documents to process the claim: 1. Completed and signed claim form 2. Proof of submission of the loss and the settlement results from the common carrier (Baggage Delay or Property Irregularity Report) 3. An itemized copy of the receipts for essential items purchased during the baggage delay. Receipts must show proof of the date of purchased, place of purchase, and all items purchased 4. A copy of the travel itinerary 5. Copy of the credit card statement showing the purchase of the Common Carrier was charged to your credit card (To include the first six digits of the credit card number and the card holder's pre-printed name and address. However, for security purposes we suggest that you block or remove the remaining digits.) We received notification of documentation submitted on July 21, 2022, and the claim was assigned to a licensed adjuster. On July 29, 2022, the adjuster reviewed the claim and contacted Mr. ****** via email asking to please contact the adjuster via telephone to discuss the claim. We received notification of additional documentation submitted on July 29, 2022. The adjuster reviewed and submitted the claim to the Team Manager with a recommendation to deny the claim, as the policy does not cover baggage delay. On August 2, 2022, Mr. ****** contacted the adjuster via telephone to inquire about the status of his claim and was advised that his claim is not covered, as the policy does not cover baggage delay. Mr. ****** advised that he will contact the bank directly to inquire about what the policy covers. On August 10, 2022, the Team Manager reviewed and approved the recommendation to deny the claim. The adjuster processed the claim and notified Mr. ****** of the denial with a denial letter sent via email and US mail. We received notification of additional documentation submitted on August 16, 2022. The adjuster reviewed the additional documentation submitted and confirmed Mr. ******'s reason for the bag delay was covered. The adjuster processed the claim and sent check number XXXXXXXXXX in the amount of $300.00 to Mr. ****** via US mail. Broadspire sincerely regrets the inconvenience that this claim process has casued to Mr. ******. Should you have any additional questions or concerns, please do not hesitate to contact the undersigned. Respectfully, Marcus T***** Team Manager Broadspire Services Phone: 404-905-6977 Email: Marcus_T*****@Choosebroadspire.com

• Initial Complaint

  Date:08/02/2022

  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 tickets to go to the Beale Street Music Festival in April with insurance through this company. My husband ended up getting I'll and we had to file a claim for the cost of the tickets. I was mailed a check on or around the 1st of June. The check was returned to the sender for an "unspecified" reason. I've called and emailed numerous times regarding the situation. A representative from Broadspire advised the amount of the check, including the returned check fee, $347.50, would be wire transferred. Over 2 months has passed and my bank says no wire transfer has been received despite the representative sending a false document showing the accounting department sent the wire on 7/12/2022. This is the most ridiculous thing I've ever been through in my life.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/15) */ August 15, 2022 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste. 1600 Dallas, TX 75201 RE: BBB File: XXXXXXXX Claim Number: XXXXXXX Insured: ******* ***** Policyholder: ******* ***** Policy Number: IET VXXXXXXXXXXXX Date of Loss: April 27, 2022 Type of Loss: Event Ticket Cancellation Insurance Company: Berkley Accident and Health Dear Dispute Resolution Department, We are in receipt of the Department's complaint dated July 2, 2022, in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Berkley Accident and Health to process claims. In this complaint, Mrs. ******* ***** expressed displeasure with the lenght of time it has taken to process the payment of her claim. We have reviewed our file materials and we offer the following in response. On May 31, 2022, Mrs. *****'s Event Cancellation claim was processed and payment issued via check in the amount of $317.50. On June 23, 2022, Mrs. ***** contacted Broadspire via telephone and email to advise that the check issued by Broadspire was returned by her bank and she incurred a $30.00 return fee. On June 27, 2022, Mrs. ***** contacted Broadspire via email to inquire about the status of the payment for her claim. The adjuster contacted Mrs. ***** via telephone and email to apologize for the inconvenience and to request she submits a wire transfer form to process payment via wire transfer. On June 28, 2022, Mrs. ***** submitted the completed wire transfer form. On July 5, 2022, the adjuster processed the wire transfer and notified Mrs. ***** via email. On July 18, 2022, Mrs. ***** contacted her adjuster via email to advise she had not received the wire transfer and to please submit payment via check. On August 3, 2022, our accounting department confirmed that the wire was returned by Mrs. *****'s bank on July 12, 2022. On August 3, 2022, the adjuster re-issued payment for Mrs. *****'s claim via check number XXXXXXXX in the amount of $347.50, which includes the $30.00 return fee. Broadspire sincerely regrets the delay and inconvenience that the claim process has caused to Mrs. *****. Should you have any additional questions or concerns, please do not hesitate to contact the undersigned. Respectfully, Marcus T***** Team Manager Broadspire Services Phone: 404-905-6977 Email: Marcus_T*****@us.crawco.com

• Initial Complaint

  Date:08/02/2022

  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.

  Let me begin by saying I am extremely ****** at how this claim was handled with everyone involved. Not only did I send the claim via booking.com, and the company XCover then ended up in this BS Company. I purchased insurance, thinking this would give my wife and me a piece of mind. After a long wait for 2-3 months to get an answer and start sending documentation SHOWING that she is pregnant. Proof that we were summited to the hospital and also a NOTE from her physician stating that she should not be traveling since the danger it can bring to my wife, we decided to take the safe route out and create a claim. Everything asked was sent to the portal, and I kept trying to get a hold of anyone for weeks up to this date; I get no answers nether from ******** the adjusted, and now calling Marcus nearly 20 times, no answers. Everything is documented and date stamped since the day I started this claim. I have made complaints through the Better Business Bureau, and now this company will be the next included in the Fraud that is causing probably thousand of other customers. We are talking about a Legit health issue that we experienced and caused us to cancel our flights. THE ONLY THING that was unable to provide is proof that the booking company is not providing a refund or credit. Well, guess what? Every time i call them or email them, all they refer to is that they can NOT do anything, that I have to deal with the insurance company, which is ( YOU ), and I wrote a letter explaining that to add it to the portal since THERE IS NO WAY TO TALK A TO A HUMAN!!!!!!!! Did I pay for insurance to then deal with this nightmare for over three ******* months to then receive this letter? Are you KIDDING me? Broadspire A CRAWFORD COMPANY Client Claim #: N/A. CMS Reference: XXXXXXX ******@us.crawco.com Insurance Company: ******** US Branch Policy Number: ***************

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 7, 2022/08/17) */ August 17, 2022 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600 Dallas, TX 75201 RE: BBB Case ID: XXXXXXXX Our File No.: XXXXXXX Insured: **** ******* Policyholder: **** ******* Policy Number: *************** Date of Loss: May 23, 2022 Type of Loss: Trip Cancellation Insurance Company: ******** US Branch NAIC No: XXXXX Dear Dispute Resolution Department, Broadspire Services, Inc., a subsidiary of Crawford & Company, is the third party administrator assigned to act on behalf of Generali US Branch, to process claims. We are in receipt of the above referenced complaint that was issued to Broadspire Services Inc., dated August 2, 2022, and August 17, 2022. In this complaint, Mr. **** ******* expressed displeasure with the length of time it has taken to process his claim and the lack of response from his adjuster. We have reviewed our claim file and offer the following in response. On May 25, 2022, notice of this loss was received at Broadspire. Due to circumstances beyond Broadspire's control, there was a delay in processing claims. On June 9, 2022, the processor setup the claim and contacted Mr. ******* via email requesting the following documents to process the claim: 1. Completed claim forms (signed and dated) 2. Complete Travel Itinerary (Example: flight schedule, hotel confirmation or tour/cruise itinerary) 3. Proof of payment(s) for the trip (Example: 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, Delay or Missed Connection (Example: 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 (with cancellation policies) 6. Penalty letter or penalty terms from the affected travel company, common 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 June 9, 2022, and the claim was assigned to a licensed adjuster. On June 22, 2022, the adjuster reviewed the claim and contacted Mr. ******* via email requesting the following documents to process the claim: 1. Physician's statement confirming Mr. ******* was advised not to travel. 2. Documentation from the common carrier confirming no refund/credit issued. We received notification of additional documentation submitted on June 30, 2022. On August 2, 2022, the adjuster reviewed and processed the claim. Check number XXXXXXXXXX in the amount of $959.18 was sent to Mr. ******* via US mail. Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to Mr. *******. Should you have any additional questions or concerns, please do not hesitate to contact the undersigned. Respectfully, Marcus ****** Team Manager Broadspire Services Phone: XXX-XXX-XXXX Email: *************@us.crawco.com

• Initial Complaint

  Date:07/26/2022

  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've uploaded all the appropriate documents to Broadspire regarding a canceled trip due to my daughters hospitalization. All documents were approved and were submitted multiple times 2 months ago. Broadspire is ignoring it's responsibility to pay my claim after daily phone calls to Carolyn P*****. Please reimburse my claim or this will be considered fraud.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 7, 2022/08/12) */ August 12, 2022 Better Business Bureau Serving North Central Texas 1601 Elm Street, Suite 1600 Dallas, TX 75201 -3093 RE: Case ID: XXXXXXXX Claim Number: XXXXXXX Policyholder: ******** Policy Number: *************** Policy Type: Trip Cancellation Insured: **** ***** Date of Loss: June 1st, 2022 Writing Company: Generali US Branch We are in receipt of the above referenced complaint that was submitted on July 26, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali US Branch, to process claims. In this complaint, Ms. ***** expressed displeasure with the lack of communication regarding the handling of her claim and believes Broadpsire is «ignoring it's responsibility to pay my claim." We have reviewed our file materials and we offer the following in response. On June 14th, 2022, notice of this loss was received in in the Broadspire office. An acknowledgement letter was sent to Ms. ***** confirming receipt of the claim and the list of required documentation needed in order to consider the claim for coverage. On June 14th,2022 and July 5th, 2022, Ms. ***** uploaded supporting documentation to her file via our secure website. Broadspire acknowledges that there was a significant delay in the review of the documentation which was completed on July 5th, 2022. We sincerly apologize for the delay in our review. The adjuster reviewed the documentation and requested the following additional documentation from Ms. *****. Documentation showing any refunds Receipts of any additional/out of pocket expenses Our records indicate that after Ms. ***** submitted additional documentation via email and it was attached to the claim on July 26th, 2022. The claim was reviewed again on August 2nd, 2022, by the adjuster and her recommendation was submitted to managemnet fo review and approval. On August 4th,2022, the team manager reviewed the claim and supporting documentation and approved the adjuster's recommendation to the deny the claim. The denial letter was mailed out on August 4th, 2022 and the file was closed. The reasons for the declination are provided below. Our investigation indicates that Ms. ***** booked a trip to United Kingdom on April 25, 2022, for $1,392.71 for travel dates from June 20, 2022, to June 28, 2022. On June 01, 2022, Ms. ***** cancelled her trip due to her daughter being hospitalized as an inpatient for an eating disorder. Based on the review of the policy, the documentation provided, and the facts of the loss we have determined that Ms. *****'s claim is not covered as losses caused by mental, nervous, or psychological disorders are specifically excluded under this policy. Generali US Branch issued this Travel Insurance Policy. For ease of reference, provisions of the policy pertinent to your claim are quoted below. GENERAL EXCLUSIONS 1. We will not pay for any loss under this Policy, caused by, or resulting from: b. mental, nervous, or psychological disorders of you or your Traveling Companion; TRIP CANCELLATION BENEFIT Benefits will be paid, up to the amount in the Schedule, for the forfeited, prepaid, non-refundable, non-refunded and unused published Payments that you paid for your Trip, if you are prevented from taking your Trip due to one of the following unforeseeable Covered Events that occur before departure on your Trip to you or your Traveling Companion, while your coverage is in effect under this Policy. Covered Events: 1. The Sickness, Injury or death of you, your Family Member, your Traveling Companion or your Service Animal. The Sickness or Injury must first commence while your coverage is in effect under the Policy, must require the in-person treatment by a Physician, and must be so disabling in the written opinion of a Physician as to prevent you from taking your Trip (either because your condition prevents your travel, or because your Family Member, Traveling Companion or your Service Animal requires your care); We regret that our decision with regard to this claim could not have been more favorable. Should Ms. ***** have any other information which she feels we should consider, please let us know immediately. The coverage analysis outlined in this letter is not meant to be exhaustive. The policy includes additional provisions which may be applicable to the question of coverage. By limiting the policy references outlined above, Generali U.S. Branch does not waive any other Policy provision. The insurance policy in its entirety is incorporated by reference as if set forth in full herein. Should you have any additional questions or concerns, please do not hesitate contact the undersigned. Respectfully, Althea L B**** Director of Claim Operations 754-755-0313 Althea_B****@us.crawco.com