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:11/09/2022

  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.

  My husband ***** ******** and I had a flight scheduled to depart on August 18th 2022 , to leave from MSY airport to arrive at Reno, NV and then return to MSY New Orleans airport on August 25 th2022 . We had to cancel this flight on August 17th due to my daughter ********** ******** (age 9) who fell ill and needed to seek treatment, which is the reason why we canceled. Upon canceling by phone with Booking.com, I was told an agent would reach out to me. I never was contacted. Then, after several attempts, Booking.com sent the claim to Xcover. I filed a claim with XCover and sent the documents to XCover, not hearing back from anyone. Finally, an email was sent to me from XCover stating that my claim was sent to Broadspire and they will follow up with me about my claim. I had not heard from anyone nor had anyone reached out to me or left a voice message. I was finally able to get in touch with someone at Broadspire and they stated I had to re-start my claim due to no information on file. The claim for my airfare ($783.56) was finally reimbursed but they still have not reimbursed the airfare for my husbands ticket. I submitted all the information for both tickets under the same claim and after months of working with them they told me I had to submit a separate ticket for my husband. Because these tickets were purchased together the Broadspire website will not let me submit another claim. Mr. ***** and his Team supervisor Mr.******* has not gotten back to me about the full refund after leaving several messages on their voicemail.

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2022/11/17) */ November 16, 2022 Dispute Resolution Department BBB Serving North Central Texas ***************, Ste. **** Dallas, TX XXXXX RE: BBB Complaint ID: XXXXXXXX Claim Number: XXXXXXX Insured: ***** ******** Policyholder: ***** ******** Policy Number: *************** Date of Loss: August 16, 2022 Type of Loss: Trip Cancellation Insurance Company: Generali US Branch NAIC No: XXXXX Dear Dispute Resolution Department, We are in receipt of the above referenced complaint that was received on November 10, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. ("Broadspire"), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali US Branch, to process claims for plans sold by Cover Genius Insurance Services, LLC. In this department complaint, Ms. ***** ******** expressed displeasure with the length of time it has taken to process her claim and the partial payment of her claim. We have reviewed our claim file and offer the following in response. On August 22, 2022, notice of this loss was received at Broadspire. Due to an influx of claims and high claim volume, there was a delay in processing claims. On September 26, 2022, the processor setup the claim and contacted Ms. ******** via email acknowledging receipt of the claim and requesting the following documents to process the claim: 1. 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); We received notification of documentation submitted on October 5, 2022, and the claim was assigned to a licensed adjuster. On October 20, 2022, Ms. ******** contacted Broadspire via telephone to inquire about the status of her claim and the adjuster confirmed we received documentation and that she would be contacted with a status within 2-3 business days. On October 24, 2022, the adjuster reviewed and processed the claim for the amount insured of $783.56. Ms. ******** claimed reimbursement for $2,067.10, however, the certificate of coverage confirmed Ms. ******** only insured her trip in the amount of $783.56. Check number XXXXXXXXXX in the amount of $783.56 was sent to Ms. ******** via US mail. Our records indicate that the check was cashed on November 1, 2022. Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to Ms. ********, and that we could not reimburse her companion's trip cost, as it was not insured. Should you have any questions or concerns, please do not hesitate to contact the undersigned. Respectfully, Marcus T***** Team Manager Broadspire Services Phone: XXX-XXX-XXXX Email: *************@us.crawco.com Consumer Response /* (3000, 12, 2022/11/30) */ ***Document Attached*** I disagree with this outcome due to my original cancellation request was NOT submitted. The date posted from Broadspire was the SECOND request for a refund I had to submit. I filed a complaint and requested a refund with XCover that is affiliated with Broadspire. I followed the instructions with canceling the flight prior to departure, calling Booking.com and speaking to someone, was told to file with XCover, which I did and received an email stating that my claim at XCover has been submitted and case was in review. That I would be contacted by a Broadspire representative, which I was NOT. It wasn't until my Multiple calls to XCover AND Broadspire I was able to get a representative on the phone to tell them that I submitted a claim and needed an update, where on the line with a representative she stated they did NOT receive the paperwork from XCover and I had to file again. Which I did again, then checked a week later bc the representative told me she would send me some documents to sign through email, but I never received. So that was ANOTHER delay, I then had to call Broadspire AGAIN and request those documents again through email, and later DID Receive and sent back to Broadspire. I would like to re open this case, I disagree with the date of initial requests and claims filed that shows from Broadspire. The claims were filed way earlier than documented on the report. Business Response /* (4000, 14, 2022/12/16) */ December 16, 2022 Dispute Resolution Department BBB Serving North Central Texas ***************, Ste. **** Dallas, TX XXXXX RE: BBB Complaint ID: XXXXXXXX Claim Number: XXXXXXX Insured: ***** ******** Policyholder: ***** ******** Policy Number: **************** Date of Loss: August 16, 2022 Type of Loss: Trip Cancellation Insurance Company: Generali US Branch NAIC No: XXXXX Dear Dispute Resolution Department, We are in receipt of the follow up complaint that was received on December 7, 2022 and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. ("Broadspire"), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali US Branch, to process claims for plans sold by Cover Genius Insurance Services, LLC. In this follow up complaint, Ms. ***** ******** is disputing the initial date she submitted her claim. We have reviewed our claim file and offer the following in response. Broadspire received notification of this claim from the insurance carrier on August 22, 2022, and the claim was set up on September 26, 2022, Due to a high claim volume. Should Ms. ******** wish to discuss the initial date she notified the insurance carrier of her claim, she needs to contact the insurance carrier. Should you have any questions or concerns, please do not hesitate to contact the undersigned. Respectfully, Marcus T***** Team Manager Broadspire Services Phone: XXX-XXX-XXXX Email: *************@us.crawco.com Consumer Response /* (3000, 21, 2022/12/29) */ I was told by XCover that I had to contact Broadspire, that they show a submitted claim but that I will be contacted by Broadspire. No one EVER contacted me from Broadspire. It was through repeated calls and emails that I was finally able to even get in touch with Broadspire, and even then, they did NOT follow through with sending me the appropriate documents that they said I needed to upload in order to submit a SECOND claim with them. It took two times of requesting the documents to be sent to me. So upon receiving Broadspire's reply, it shows a date that is INCORRECT and I would like to request and receive the recorded conversations each time I called Broadspire so that my statement can be validated. Also, to show the lack of communication with Broadspire and the NON filing of MY claim, in which Broadspire says That I only had coverage for the flight, which is INCORRECT, My husband and I BOTH had coverage and had to cancel due to my daughter's medical emergency. We are still requesting to be reimbursed due to having bought the INSURANCE for BOTH my husband and myself for that flight Prior to the trip AND even cancelled the day BEFORE on the phone with Booking.com AND filing a claim with XCover AND Broadspire. Business Response /* (4000, 23, 2023/01/10) */ January 10, 2023 Dispute Resolution Department BBB Serving North Central Texas ***************, Ste. **** Dallas, TX XXXXX RE: BBB Complaint ID: XXXXXXXX Claim Number: XXXXXXX Insured: ***** ******** Policyholder: ***** ******** Policy Number: *************** Date of Loss: August 16, 2022 Type of Loss: Trip Cancellation Insurance Company: Generali US Branch NAIC No: XXXXX Dear Dispute Resolution Department, We are in receipt of the follow up complaint that was received on January 4, 202, in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. ("Broadspire"), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali US Branch, to process claims for plans sold by Cover Genius Insurance Services, LLC. In this follow up complaint, Ms. ***** ******** disputed the partial payment of her claim. We have reviewed our claim file and offer the following in response. Our records indicate that Ms. ******** purchased coverage for one trip. The certificate of coverage indicates coverage for Trip Cancellation with a limit of $783.56. Should you have any additional questions or concerns, please do not hesitate to contact the undersigned. Respectfully, Marcus T***** Team Manager Broadspire Services Phone: XXX-XXX-XXXX Email: *************@us.crawco.com Consumer Response /* (4200, 25, 2023/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this resolution. I have documents that show I purchased insurance coverage for BOTH my husband and myself. Broadspire is only refunding MYSELF and NOT my husband. Also, they are saying it was for "trip" insurance ONLY for myself, when in fact, I submitted documents showing that I had coverage for my husband as well. I spoke to Broadspire and they told me that I needed to submit a separate claim for my husband. I told them the system does NOT let me do that due to the system saying it was already submitted. I spoke to someone at Broadspire MANY times and they were supposed to get back with me, no one ever did. I WISH TO HEAR THR RECORDED CALLS FROM BROADSPIRE. THIS WAS NOT TAKEN CARE OF ON THEIR END. Business Response /* (4000, 29, 2023/02/21) */ February 21, 2023 Dispute Resolution Department BBB Serving North Central Texas ***************, Ste. **** Dallas, TX XXXXX RE: BBB Complaint ID: XXXXXXXX Claim Number: XXXXXXX Insured: ***** ******** Policyholder: ***** ******** Policy Number: *************** Date of Loss: August 16, 2022 Type of Loss: Trip Cancellation Insurance Company: Generali US Branch NAIC No: XXXXX Dear Dispute Resolution Department, We are in receipt of the follow up complaint that was received on February 15, 2023 and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. ("Broadspire"), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali US Branch, to process claims for plans sold by Cover Genius Insurance Services, LLC. In this follow up complaint, ***** ******** states, «I do not accept this resolution. I have documents that show I purchased insurance coverage for BOTH my husband and myself. Broadspire is only refunding MYSELF and NOT my husband. Also, they are saying it was for "trip" insurance ONLY for myself, when in fact, I submitted documents showing that I had coverage for my husband as well.»We have reviewed our claim file and offer the following in response. Per our initial response dated November 16, 2022, to ***** ********'s complaint, Broadspire advised that «Ms. ******** claimed reimbursement for $2,067.10, however, the certificate of coverage confirmed Ms. ******** only insured her trip in the amount of $783.56.» Our review of the Certificate of Coverage indicates that ***** ******** is listed as the policyholder, and the people insured under the policy are ***** ******** and Edwin ********. Broadspire is not disputing whether Mr. ******** is listed on the above mentioned policy, however, the total Trip Cost insured under the above mentioned policy is $783.56, and in no event can we pay more than the Trip Cost when considering reimbursement for the Trip Cancellation Benefit. Therefore, our stance that Mrs. ******** has been indemnified will stand. If ***** ********, has documentation that the Trip Cost insured was more than the $783.56, the documentation can be submitted for review. 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. Should you have any questions or concerns, please do not hesitate to contact the undersigned. Respectfully, Althea B**** Director of Claim Operations Broadspire Services Phone: XXX-XXX-XXXX Email: ************@us.crawco.com

• Initial Complaint

  Date:11/09/2022

  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.

  I purchased airline tickets with Broadspire travel insurance for myself and 5 family members (6 total travelers) for a trip on June 24, 2022. I had to cancel the tickets due to a family death, a covered reason for cancellation. The tickets totaled $2391.65. I filed a claim through booking.com and it finally was filed with Broadspire on 8/11/22. I uploaded documents, then received notice that I needed some further documentation. I eventually obtained a letter directly from American Airlines to state that we were not on the flights and received no refund or credits from AA. Throughout this process, I contacted Broadspire at least a dozen times. I have left easily 6 phone messages for Carolyn Payano, and I never get a call back. It is now November 9, and I still have not received my refund. One other time in my life, I've had to make a claim with travel insurance, I had my refund within a couple of weeks. I've complied with all the necessary steps and have also been more than patient. At this point, I'm starting to feel the company's strategy is simply to ignore you long enough that you forget about your claim.

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 5, 2022/11/16) */ November 16, 2022 Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste. 1600 Dallas, TX 75201 RE: BBB Complaint ID: XXXXXXXX Claim Number: XXXXXXX Insured: *** ****** Policyholder: *** ****** Policy Number: *************** Date of Loss: June 23, 2022 Type of Loss: Trip Cancellation Insurance Company: Generali US Branch NAIC No: XXXXX Dear Dispute Resolution Department, We are in receipt of the above referenced complaint that was received on November 10, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. ("Broadspire"), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali US Branch, to process claims for plans sold by Cover Genius Insurance Services, LLC. In this department complaint, Ms. *** ****** expressed displeasure with the length of time it has taken to process her claim and the lack of response from her adjuster. We have reviewed our claim file and offer the following in response. On June 23, 2022, notice of this loss was received at Broadspire. Due to an influx of claims and high claim volume, there was a delay in processing claims. On August 11, 2022, the processor setup the claim and contacted Ms. ****** via email acknowledging receipt of the claim and requesting the following documents to process the claim: 1. 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); We received notification of documentation submitted on August 15, 2022, and the claim was assigned to a licensed adjuster. On September 20, 2002, the adjuster reviewed the claim and contacted Ms. ****** via email requesting the following documents to process the claim: 1. Documentation confirming payment for the trip. 2. Cancellation letter from the Common Carrier. 3. Penalty letter/terms from the Common Carrier. 4. Documentation from the Common Carrier confirming no refund/credits issued. We received notification of documentation submitted on October 17, 2022. On November 10, 2022, the adjuster reviewed and processed the claim in the amount of $2,354.80, check number XXXXXXXXXX, sent to Ms. ****** via US mail. Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to Ms. ******. Should you have any 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:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for trip cancellation insurance for a trip that I cancelled due to a medical event. I filed the claim with Broadspire, who is the insurance provider for *********** Venture X, the credit card provider through whom I acquired the travel insurance. I followed official routes and submitted required documents. The documents were marked all as status "reviewed" for months. I have not yet heard back on a decision -- I completed the claims submissions in June and it is now November -- a 3 month delay. I have not been able to reach the organization by email or phone. My claim # was: *******. Policy #: ********.

  Business Response

  Date: 11/23/2022

  Contact Name and Title: ***************************
  Contact Phone: ************
  Contact Email: ****************
  Dear Dispute Resolution Department,
  
  We are in receipt of the Better Business Bureau complaint submitted on November 8, 2022, for the above-referenced claim adjudicated by Broadspire. Broadspire *************** a subsidiary of ******************************** is a third-party administrator assigned to act on behalf of Federal Insurance Company, to process claims.
  In the complaint, ********** advised she filed a claim with Broadspire for travel insurance coverage provided for *********** Venture X account holders in June and now it is November with no response. She further indicates she has not been able to reach the organization by email or phone.
  
  We apologize for any delays the consumer experienced during the Broadspire claim process; their experience does not reflect the level of service we expect our customers to receive.
  
  Please note on November 9, 2022, Broadspire reviewed the information that was provided and the coverage available under the policy and sent ********** a letter to advise the coverage decision.
  
  Should you or ********** have any additional questions or concerns, please do not hesitate to contact me.
  
  Respectfully,
  ***************************
  Assistant Vice ********** ************************ Solutions Team Lead
  Chubb North American Claims
  1-************
  ****************
  

• Initial Complaint

  Date:10/28/2022

  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 checked into ******* Select Hotel in Columbia, MD, on 7/8/22 with a bridal party and my two children. On the morning of 7/9/22, a pipe burst into my room on the second floor while getting ready for the wedding. The alarms were set off, and we were told to evacuate because, at the time, they did not know the issue was coming from my hotel room. When I went out of the bridal party's room, there was brown water coming through the ceiling from the second floor. I ran upstairs to get my children when they called me, screaming to tell me the water sprinkler above the bathroom door burst, throwing my oldest against the wall and later destroying our property. I filed an incident report and was told their insurance company would contact me. I followed up with the corporate office on 7/18, requesting an update and providing pictures of the damage to the room and my property. I followed up again on 7/29 as I still had not received an update or response from the insurance company. I was then contacted by Mr. Jamil Harmon, advising he would be my point of contact in the future. I called and left a voicemail. However, I did not receive a response. 8/2 I emailed Mr. Harmon requesting a call at his earliest. On 8/8, Mr. Harmon and I spoke. As requested, I forwarded him a copy of any additional pictures and the receipts for my electronics. On 8/30, after following up with me for two weeks, Mr. Harmon advised he never rec'd copies of the receipt and later receded, saying I did not put the correct claim number in the subject line. I followed up on 9/16, 10/22, and several times in between. I've left messages for his supervisor and also contacted their corporate office. 10/27 after adding a family attorney to the email thread, Mr. Harmon responded quickly to the att. And told me he would not speak to me because I was being represented, which was never stated. I requested an updated and he has once again ignored my request.

  Business Response

  Date: 03/02/2023

  Business Response /* (1000, 7, 2022/11/21) */ Better Business Bureau - State of Texas ATTN: Click or tap here to enter text. RE: ******* ******** BBB COMPLAINT/FILE NUMBER: XXXXXXXX INSURED'S NAME: ******* International Hotels Corp. CARRIER: Sompo American Insurance Company POLICY #: GGRXXXXXXXXXXX CLAIM #: XXXXXXXXX DATE OF LOSS: 7/9/2022 NAIC #: Dear Sir / Madam Thank you for the opportunity to respond to the above-referenced complaint matter involving ******* ********. Broadspire Services is the third-party administrator handling claims on behalf of Sompo American Insurance Company and their insured, ******* International Hotels Corp. Broadspire Services is not an insurance company. In a good-faith effort to resolve this complaint, Broadspire Services provides the following information for your records. Please be advised we are handling Ms. ********' Liability claim under file XXXXXXXXX. We have spoken to Ms. ******** several times in an effort to resolve this matter. There have been several missed contact attempts by both parties but most recent, both Ms. ******** and Mr. Harmon have been discussing the claim. Specifically, they have talked about what would be needed to resolve this claim. We asked for proof of damages to Ms. ********' electronics as well as verification of their replacement cost. We received several of the receipts Ms. ******** sent from Best Buy but are still waiting for additional clarification on the American Express documentation she included. We also need to pick up the property allegedly damaged in this incident. Jamil ****** is assigned to this case and will continue to work with Ms. ******** towards resolution of this matter. His contact information is listed below: Phone: XXX-XXX-XXXX Email: ************@choosebroadspire.com Thank you again for the opportunity to address the issues between ******* ******** and Broadspire Services. We trust that the provided information satisfies your inquiry. Should you have any further questions and/or concerns, please do not hesitate to contact the undersigned. Regards, CHRISTOPHER M****** - VICE PRESIDENT, NORTHEAST SERVICE CENTER Phone - XXX-XXX-XXXX / Email - *************@choosebroadspire.com Consumer Response /* (3000, 9, 2022/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided all of the required documents to Mr. Harmon and have not received a response. This information was provided over the summer when it was originally requested. There has not been any missed calls or emails, this company refuses to respond and resolve this issue. They've been extremely rude and unresponsive. I would like this matter resolved. It has been several months and there has been no movement. I've provided a copy of each email where it shows the lack of communication. What is the next steps from here? Business Response /* (4000, 14, 2022/12/14) */ Better Business Bureau - State of Texas RE: ******* ******** BBB Complaint / File No.: XXXXXXXX Insured's Name: ******* International Hotels Corp. Carrier: Sompo American Insurance Company Policy No: GGRXXXXXXXXXXX Claim No.: XXXXXXXXX Date of Loss: 7/9/2022 Dear Sir / Madam Thank you for the opportunity to respond to the above-referenced complaint matter involving ******* ********. Broadspire Services is the third-party administrator handling claims on behalf of Sompo American Insurance Company and their insured, ******* International Hotels Corp. Broadspire Services is not an insurance company. In a good-faith effort to resolve this complaint, Broadspire Services provides the following information for your records. Please be advised we are handling Ms. ********' Liability claim under file XXXXXXXXX. We respectfully disagree with the allegations presented in the complaint. Our office continues to communicate with Ms. ********, most recently on December 2, 2022 to resolve this matter. We have again requested the proof of damages to Ms. ********' electronics as well as verification of their replacement cost. We advised the screenshot of the AMEX receipt cannot be used as a receipt as there is no way to confirm what that AMEX purchase is related to. We again requested the actual receipt of purchase for the second laptop/Mac-book. We also noted that if she is unable to provide the receipt, we can send someone to her home address to pick up the computers for salvage and provide you with a value for the second computer. Once the value of the second laptop/Mac-book is determined we will issue a check for that amount in addition to the amount paid for the first laptop (that we have a receipt for). Thank you again for the opportunity to address the issues between ******* ******** and Broadspire Services. We trust that the provided information satisfies your inquiry. Should you have any further questions and/or concerns, please do not hesitate to contact the undersigned. Regards, Christopher M****** - Vice President, Northeast Service Center Phone - XXX-XXX-XXXX / Email - *************@choosebroadspire.com Consumer Response /* (4200, 16, 2022/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see attached emails. I've forwarded copies of the receipt when it was first asked of me back in August. I resent the email with the receipt and followed up with them requesting an update. I have been following up with both Jamil and his supervisor. I am now being told that I have to turn in the devices that was damaged before they replace the property that was damaged in this hotel. My clothing, footwear, and devices were all damaged not to mention I was hurt and have been in physical therapy since August due to a knee injury that happened while running up the stairs to get my children, when this flood happened. I do not understand why this is such a process to resolve.

• Initial Complaint

  Date:10/28/2022

  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.

  We purchased a "cancel for any reason" Tin Leg insurance policy for a trip that was scheduled for August 9, 2022, which we were not able to take due to the death of a family member. We immediately notified Tin Leg/Squaremouth who told us the claim would be handled by Broadspire/Crawford. After a number of phone calls and several weeks later, we finally received a claim number (XXXXXXX) and instructions for uploading our documentation which we promptly did on August 30, 2022, including a death certificate and all booking confirmations/policies/tickets and proof of no refunds issued (aside from flight credits, which we were not seeking reimbursement for). Broadspire's responsive email claimed they would review the uploaded documents in "5-7 business days." After several more weeks, and several more phone calls where we received the run around, Broadspire claimed we did not provide documentation of penalties or refunds, even though that documentation was not applicable in our case. We uploaded notes to that effect on October 7, 2022. Today, October 27, 2022, we have received another email from Broadspire advising that we still have not provided them with documentation of "any refunds, if applicable." We have again uploaded notes reiterating that WE RECEIVED NO REFUNDS. We are at a loss. Almost 3 months after our cancelled trip, our claim continues to be punted without any reasonable response or the refund we are entitled to.

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/11/10) */ BBB Serving North Central Texas Dispute Resolution Department 1601 Elm Street, Suite 1600 Dallas, TX 75201-3093 BBB Case ID: XXXXXXXX Claim Number: XXXXXXX Complainant: ********* ****** Insured: *** ****** Policyholder: **** ****** Policy Number: 53-TLG-23E-XXXXX Date of Loss: August 8, 2022 Type of Loss: Trip Cancellation Insurance Company: Starr Indemnity & Liability Company Dear Dispute Resolution Department, We are in receipt of the complaint dated October 28, 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 Starr Indemnity & Liability Company. In this complaint, Ms. ********* ****** expressed displeasure with the length of time it has taken to complete the processing of Mr. *** ******'s claim. We have reviewed our file materials and we offer the following in response. On August 29, 2022, notice of this loss was received at Broadspire and the processor setup the claim and contacted Mr. ****** via email acknowledging receipt of the claim and 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 statement) 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, carrier, lodging or other provider 7. Documentation showing any refunds (if applicable) We received notification of documentation submitted on August 30, 2022, and the claim was assigned to a licensed adjuster. Due to a high claim volume, there was a delay in processing claims. On October 6, 2022, Mr. ****** contacted Broadspire via telephone to inquire about the status of his claim and the Client Liaison apologized for the delay in processing his claim and that the adjuster would contact him with a status within 72 hours. On October 6, 2022, the adjuster reviewed the claim and contacted Mr. ****** via email requesting the following documents to process the claim: 1. Penalty terms from the Common Carrier. 2. Documentation confirming no refund/credits issued. We received notification of additional documentation submitted on October 7, 2022. On October 27, 2022, the adjuster reviewed the claim and contacted Mr. ****** via email requesting the following documents to process the claim: 1. Documentation confirming no refund/credits issued. We received notification of additional documentation submitted on October 27, 2022. On November 9, 2022, the adjuster reviewed and processed the claim. Check number XXXXXXXXXX in the amount of $4,392.75 was sent to Mr. ****** via US mail. Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to Mr. and Mrs. ******. Should you have any 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:10/26/2022

  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 car, a 2005 BMW ***** was hit by city bus and I filed a claim with Broadspire Insurance with Scott scoles being my contact with the company. It took a little over a month for them to get back to me regarding my claim, they sent an adjuster out to appraise my car and they deemed it a total loss, they requested I send them my title and let their tow driver come pick up the car before they would send me my check, I complied with all of their requests as they requested. It took about another 2 weeks for me to receive their check. Which I deposited the next day. The bank put a hold on the check as it was over a certain amount. I then received a notice from my bank stating that my check sent to me by Broadspire and ***** ****** was being held for another week + plus a couple of days. I contacted the bank to find out why and I was told that Broadspire Insurance was not verifying the check or they did not have enough funds to cover the check. I contacted ***** ****** and told him the issue and he said he flat out lied and said the check had already cleared, but he said he would find out what happened, and call me and I have not heard back from him to date. I have an appointment with an attorney tomorrow and it looks as if I will have to sue Broadspire for not paying on my claim as well as the RTC bus company as it makes them liable for the claim since the insurance company, Broadspire is obviously not paying

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/02) */ November 2, 2022 BBB Serving North Central Texas **************@nctx.bbb.org Re: Consumer Activity Report: Case XXXXXXXX Insured's Name: Keolis Transit America, Inc. Consumer: **** ***** **** ******* Street ****** Sparks NV ***********@gmail.com Claim Number: XXXXXXXX Date of Loss: 08/23/2022 Carrier ACE American Insurance Company NAIC Number: XXXXX Policy Number: ISA H XXXXXXXX To Whom It May Concern: Thank you for the opportunity to respond to the above-referenced consumer complaint involving **** ***** and Keolis Transit America, Inc. Broadspire Services, Inc. is the third-party administrator handling claims on behalf Keolis Transit America, Inc. and ACE American Insurance Company is the issuing company. Broadspire Services, Inc. is not an insurance company. Broadspire Services, Inc. as the third-party administrator, is responding on behalf of ACE American Insurance Company. In a good faith effort to resolve this complaint, Broadspire Services, Inc. provides the following information for your records. We acknowledge an accident occurred when the Keolis Transit America, Inc. coach struck the parked ***** vehicle on the passenger **** of the vehicle as it traveled down the roadway. As the vehicle was parked and unoccupied no information was immediately available to identify Mr. ***** as the owner of the parked vehicle. On August 30th Mr. ***** called our office and as the vehicle was advised to be non-drivable an appraisal was requested, and a replacement vehicle provided. The vehicle was identified as a total loss and an agreement was reached between Broadspire and Mr. ***** to arrange for the release of the title and executed Power of Attorney for the vehicle in exchange for the settlement check. The settlement check was mailed to Mr. ***** upon receipt of the title and executed Power of Attorney on October 17, 2022. Mr. ***** called on October 25, 2022, to advise his banking institute would not release the funds until verification of funds has been completed. Broadspire has no knowledge of this service protocol and attempted to contact Mr. *****'s bank to assist in immediate release of the funds as our system indicated the check was cleared on October 24, 2022. Page 2 XXXXXXXXX The information we have received from Mr. *****'s bank is their guidelines are to place a hold on deposited funds for 7 business days when it exceeds the amount of $5,000.00. No information was able to be obtained to indicate what verification of funds process was requested of Broadspire and not provided or any action which can be undertaken to provide Mr. ***** with more immediate access to his funds. Thank you again for the opportunity to address the misunderstanding between **** ***** and Keolis Transit America, Inc. We trust the provided information satisfies your inquiry. Should you have any further questions and/or concerns, please do not hesitate to contact the undersigned. Regards, Debra McGee, CPCU, AIC Team Manager Broadspire Services, Texas Service Center On behalf of ACE American Insurance Company P.O. Box XXXXX Lexington, KY XXXXX-XXXX 469.654.3567 ***********@choosebroadspie.com

• Initial Complaint

  Date:10/21/2022

  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 booked an airline flight to *****, ** through Booking.com to travel Oct 25 to 29. I purchased insurance through ****** to protect my flight against delays or cancellation. I was not given medical clearance for the surgery due to a medical condition. Therefore, my surgery was canceled and I proceeded to cancel my flights. On October 5, I submitted my Claim form through Broadspire's website. On October 12, I sent an email to the executive officers of ****** and Broadspire because the claim adjuster, ***************************, **************, had not even reviewed the claim. After contacting the executive officers and getting a response from *****************************, Chief Claims Officer *************** I received a phone call from *********************** at Broadspire *************) asking for additional information. I phoned her back twice, only to get her voicemail and provided her with the additional information. I asked her to confirm that the information I provided is what was needed to move my claim forward. I was told the claim would take 5 to 7 business days to process for payment. On October 18, I checked the status my claim and the status indicated that the claim had been sent to the management team for review and would take an additional 7 to 10 business days. I believe this is an attempt by Broadspire not pay out my claim for which I have provided all the required documentation and there is nothing else needed. Broadspire is fraudulent and needs to be investigated by the ***** **** of Insurance and to whom I will also be filing a complaint along with the **************************

  Business Response

  Date: 11/08/2022

  November 8, 2022
  
  Dispute *********************
  BBB Serving North Central *****
  *****************************************************************
  
  
  
  RE:BBB Complaint ***********
  Claim Number: 4052349
  Insured:***********************
  Policyholder:***********************
  Policy Number:UCJGG-JB44N-INS
  Date of Loss:October 3, 2022
  Type of Loss:Trip Cancellation
  Insurance Company:******************
  NAIC No:11231
  
  Dear Dispute *********************,
  
  We are in receipt of the above referenced complaint that was received on October 3, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire ********* **** ("Broadspire"), a subsidiary of ******************************** is a third party administrator assigned to act on behalf of ******************, to process claims for plans sold by Cover Genius Insurance ********* LLC.
  
  In this department complaint, *************************** expressed displeasure with the length of time it has taken to process her claim. We have reviewed our claim file and offer the following in response.
  
  On October 3, 2022, notice of this loss was received at Broadspire. On October 5, 2022, the processor set up the claim and contacted ************** via email acknowledging receipt of the claim and requesting the following documents to process the claim.
  
  1. 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 October 5, 2022, and the claim was assigned to a licensed adjuster. On October 5, 2022, ************** contacted Broadspire via telephone to inquire about the status of her claim and the Client ******* advised ************** that the adjuster will review her claim and contact her with a status. On October 12, 2022, the adjuster reviewed the claim and contacted ************** via telephone and email to discuss the claim and request the following documents to process the claim:
  
  1.Confirmation of the reason for cancellation.
  
  We received notification of additional documentation submitted on October 13, 2022. The adjuster reviewed and submitted the claim to the Team Manager with a recommendation to deny the claim based on ************** reason for cancellation is not covered by the policy. The policy does not cover losses related to travel for the purpose of securing medical treatment.
  
  On October 18, 2022, the Team Manager reviewed and approved the decision to deny the claim. On October 25, 2022, the adjuster processed the claim and notified ************** with a denial letter sent via email and US mail.
  
  Broadspire sincerely regrets the inconvenience that this claim process has caused to **************, and that our claim decision could not be more favorable. Should ************** have additional information she wishes for us to consider, please let us know immediately.
  
  Should you have any questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************
  

• Initial Complaint

  Date:10/21/2022

  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.

  Filed a claim #******* with this company due to our trip being cut short. My father in law passed away suddenly and we needed to return to ******* for the arrangements.We began the claim on 2022-04-15, have filled out all the appropriate paperwork and were waiting for confirmation of payment. Then on 10/21/22 the company said more documents were required, even though they had already reviewed and approved those categories of documents. These include travel itinerary (already submitted and approved) Proof of payment (again, already submitted and approved. They're also requiring credit card statements now and credit card numbers which seems incredibly inappropriate and not safe), and finally documents showing refunds (has already been submitted and approved) I've attached pdf's showing the status changes of this claim procedure from 9/8 to 10/21, no explanation was given as to why they're repeating these document submissions and avoiding closing the claim.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  BBB Serving North *************
  Dispute *********************
  ******************************************************************-3093
  
  
  
  BBB Case ***********
  Claim Number: 3966246
  Insured:*************************
  Policyholder:*************************
  Policy Number: 53-TLG-28B-99169
  Date of Loss:April 13, 2022
  Type of Loss:Trip Interruption
  Insurance Company:Starr ********************* Company
  
  
  Dear Dispute *********************,
  
  We are in receipt of the complaint dated October 21, 2022, in reference to the above captioned claim, adjudicated by Broadspire. Broadspire *************** a subsidiary of ******************************** is a third party administrator assigned to act on behalf of Starr Insurance Companies.
  
  In this complaint, ***************************** expressed displeasure with the length of time it has taken to complete the processing of his claim. We have reviewed our file materials and we offer the following in response.
  
  On April 15, 2022, notice of this loss was received at Broadspire and the processor setup the claim and contacted **************** via email acknowledging receipt of the claim and requesting the following documents to process the claim:
  
  1. Completed and signed claim form
  2. A copy of the cancellation or refund policies of the Common Carrier, Tour Operator, or Travel Supplier
  3. Confirmation of the non-refundable amounts for the unused Common Carrier tickets, and/or travel vouchers
  4. Confirmation that the tickets were cancelled with the Common Carrier
  5. Copy of the travel itinerary showing the passenger names and ticket cost
  6. Confirmation of the reason for the trip cancellation, interruption or delay; (Physician statement confirming medical reason, confirmation of death of immediate family member or statement from common carrier which lists the exact cause of cancellation)
  7. Please provide us with a copy of your credit card statement, which shows that the purchase of the Common Carrier ticket was charged to your credit card (To include the first six digits of your credit card number for verification of coverage 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 April 29, 2022, and the claim was assigned to a licensed adjuster. On May 5, 2022, the adjuster reviewed the claim and contacted **************** via email requesting the following documents to process the claim:
  
  1.Cancellation letter from the Common Carrier.
  2.Penalty letter from the Common Carrier.
  3.Documentation from the Common Carrier showing no refund/credits issued.
  
  We received notification of additional documentation submitted on May 5, 2022. On May 13, 2022, the adjuster reviewed the claim and contacted **************** via email advising the above referenced documents were still pending and to please submit to process the claim. We received notification of additional documentation submitted on May 23, 2022. On May 31, 2022, the adjuster reviewed the claim and contacted **************** via email advising the above referenced documents were not received and to please submit to process the claim. We received notification of additional documentation submitted on May 31, 2022. On June 12, 2022, the adjuster reviewed the documentation submitted and contacted **************** via email requesting the following documents to process the claim.
  
  1.Cancellation letter from the Common Carrier.
  2.Documentation from the Common Carrier confirming no credits issued.
  
  We received notification of additional documentation submitted on June 13, 2022. On June 25, 2022, the adjuster reviewed and submitted the claim to the Team Manager with a recommendation to deny the claim based on **************** received a credit from the Common Carrier. On July 2, 2022, the adjuster closed the claim in error and reopened the claim on July 8, 2022. On August 12, 2022, September 8, 2022, and October 21, 2022, the adjusted continued to ask **************** for the above referenced documents in error, as they had already been submitted to Broadspire.
  
  On November 8, 2022, the claim was reassigned to a senior adjuster who contacted **************** via telephone to discuss the claim. The senior adjuster requested the original airline ticket and invoice to finalize the claim. **************** provided the original airline ticket and invoice and the senior adjuster processed the claim in the amount of $3,203.12 via check number 9160666009,sent to **************** via US mail.
  
  Broadspire sincerely regrets the delay and inconvenience that this claim process has caused to *****************
  
  Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Respectfully,
  *************************
  Team Manager
  Broadspire Services
  Phone: ************
  Email: ***************************
  

• Initial Complaint

  Date:10/18/2022

  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.

  On Oct X XXXX I booked two round trip tickets to Japan with Gotogate.com with travel insurance through Xcover for Apr 12th - Apr 27th 2022 (confirmation ******* for a total of $1265.58. Japan then extended travel bans due to the emergence of the Omicron variant of COVID-19 (covered cause for cancellation). Xcover passed ** over to Broadspire then Affinity over the course of 7 months. Claim # XXXXXXX remains unresolved. On Mar 16 I contacted Gotogate about options to cancel my flight for a refund or a travel voucher due to the remaining travel ban preventing me from entering Japan. Gotogate told me I had to cancel my trip and file an insurance claim, which I did. On Mar 21 Xcover notified me that my claim was being forwarded to Broadspire. I never received any more communication from Xcover and after several attempts to contact them I found Broadspire's customer service number and contacted this company directly on Apr 7. An adjuster took all of my information and informed me that I would be receiving a refund payment from Broadspire. I received confirmation email for my claim on Apr 14 and was notified that my claim was being forwarded to a division of Broadspire, Affinity, where my claim sat for some weeks with no communication. I called customer service again and was given the name and number of an adjuster to contact directly, **** ***** I tried many times to contact this adjuster and his supervisor ***** ******* On Mar 20th **** **** finally contacted me and told me that he would process my claim and issue a refund within 24 hours. About 6 weeks passed **** many failed attempts to contact **** ***** Eventually I was contacted by another adjuster, ********* *** who told me she would submit my claim for review (again) on Jul 7. I have made many attempts to follow up since then with no response since Jul 20. This has been a frustrating 7 month long experience, seeking immediate resolution on the $1265.58 refund that was promised many months ago.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/02) */ November 2, 2022 BBB Serving North Central Texas Dispute Resolution Department 1601 Elm Street, Suite 1600 Dallas, TX XXXXX-XXXX RE: BBB Complaint ID: XXXXXXXX Claim Number: XXXXXXX Insured: ***** ***** Policyholder: ***** ***** Policy Number: *************** Date of Loss: April 7, 2022 Type of Loss: Trip Cancellation Insurance Company: Generali US Branch NAIC No: XXXXX Dear Dispute Resolution Department, We are in receipt of the above referenced complaint that was received on October 19, 2022, and in reference to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc. ("Broadspire"), a subsidiary of Crawford & Company, is a third party administrator assigned to act on behalf of Generali US Branch, to process claims for plans sold by Cover Genius Insurance Services, LLC. In this department complaint, Mr. ***** ***** expressed displeasure with the length of time it has taken to process his claim. We have reviewed our claim file and offer the following in response. On March 21, 2022, notice of this loss was received at Broadspire. Due to a shortage of staff and high claim volume, there was a delay in processing claims. On April 14, 2022, the processor set up the claim and contacted Mr. ***** via email acknowledging receipt of the claim, apologizing for the delay in setting up his claim, and requesting the following documents to process the claim. 1. 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 April 19, 2022, and the claim was assigned to a licensed adjuster. On May 12, 2022, the adjuster reviewed the claim and contacted Mr. ***** via email requesting the following documents to process the claim: 1. Cancellation letter from the Common Carrier. 2. Documentation from the Common Carrier confirming no refund/credits issued. 3. Copies of receipts for out-of-pocket expenses We received notification of additional documentation submitted on May 20, 2022. On July 6, 2022, the adjuster reviewed the claim and contacted Mr. ***** via email requesting the following documents to process the claim: 1. Documentation from the Common Carrier confirming no refund/credits issued. We received notification of additional documentation submitted on July 6, 2022, and the adjuster reviewed and submitted the claim to the Team Manager with a recommendation to deny the claim based on Mr. *****'s reason for trip cancellation is not covered under the policy. Mr. ***** cancelled his trip because he was not able to meet the country's travel restrictions. On July 20, 2022, the adjuster sent Mr. ***** a status email advising his claim was under review by upper management and that he will be notified upon receipt of the final decision. On September 4, 2022, the Team Manager reviewed and approved the recommendation to deny the claim. On October 21, 2022, the adjuster processed the claim and notified Ms. ***** with a denial letter sent via email and US mail. To better understand the basis for our denial, please refer to the below policy language: GENERAL EXCLUSIONS 1. We will not pay for any loss under this Policy, caused by, or resulting from: a. your or your Traveling Companion's suicide, attempted suicide, or intentionally self-inflicted injury; b. mental, nervous, or psychological disorders of you or your Traveling Companion; c. you or your Traveling Companion being under the influence of drugs or intoxicants, unless prescribed by a Physician; d. normal pregnancy or resulting childbirth, elective abortion or fertility treatment of you or your Traveling Companion; e. your or your Traveling Companion's participation as a professional in athletics; f. your or your Traveling Companion's participation in organized amateur and interscholastic athletic or sports competition or events; g. you or your Traveling Companion riding or driving in any motor competition; h. you or your Traveling Companion operating or learning to operate any aircraft, as pilot or crew; i. you or your Traveling Companion mountain climbing, bungee cord jumping, skydiving, parachuting, hang gliding, parasailing, caving. extreme skiing, heli-skiing, skiing outside marked trails, boxing, full contact martial arts, scuba diving below 120 feet (40 meters) or without a dive master, or travel on any air-supported device, other than on a regularly scheduled airline or air charter company; j. your or your Traveling Companion's Elective Treatment and Procedures; k. your or your Traveling Companion's medical treatment during or arising from a Trip undertaken for the purpose or intent of securing medical treatment; l. declared or undeclared war, or any act of war; m. nuclear reaction, radiation or radioactive contamination; n. any unlawful acts, committed by you or your Traveling Companion; o. any amount paid or payable under any Worker's Compensation, disability benefit or similar law; p. a loss or damage caused by detention, confiscation or destruction by customs or any governmental authority, regulation or prohibition; q. travel restrictions imposed for a certain area by governmental authority; r. Financial Insolvency of the person, organization or firm from whom you directly purchased or paid for your Trip, Financial Insolvency which occurred, or for which a petition for bankruptcy was filed by a travel supplier, before your effective date for the Trip Cancellation Benefits, or Financial Insolvency which occurs within 14 days following your effective date for the Trip Cancellation Benefits; s. Pandemic and/or Epidemic; t. a loss that results from an illness, disease, or other condition, event or circumstance which occurs at a time when coverage is not in effect for you; u. any issue or event that could have been reasonably foreseen or expected when you purchased the coverage. 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. In the event you used frequent flyer miles to arrange air transportation for this Trip, and you cancel due to a Covered Event, we will reimburse you for the cost to reinstate your miles to your account, up to the amount in the Schedule. Should you elect to reschedule your Trip arrangements instead of cancelling due to a Covered Event, in lieu of providing benefits for the forfeited, prepaid, non-refundable, nonrefunded and unused published Payments, we will pay for change fees charged by your supplier(s), up to the amount in the Schedule. In the event there is a change in the per person occupancy rate for your pre-paid arrangements as a result of a Traveling Companion canceling his or her Trip due to an unforeseeable Covered Event when you do not cancel, we will reimburse you for additional costs above the original invoiced and pre-paid charge for your booking, up to the amount in the Schedule, for Accommodations during the Trip as a result of the change. 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 inperson 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); 2. Common Carrier delays and/or cancellations resulting from adverse weather, mechanical breakdown of the aircraft, ship, boat or motor coach that you were schedu

• Initial Complaint

  Date:10/18/2022

  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 had a flight cancellation in August 2022 and submitted a claim immediately with broadspire. No one got back to me with any additional information and I had to follow up 2x to just get the additional paperwork to fill out. I completed and submitted the paperwork on September 23,2022 and uploaded all necessary documents and still have not received a refund. When I check on the status of the claim, the adjuster still has not reviewed the documents. I've tried emailing and calling the adjuster and have not gotten a response. I have also escalated this case to the escalation department 2xx and both times I was told that my case would be resolve in 7 days and one month later I still have not received a refund for my claim. This has to be the worst customer service I've ever had. After experiencing a vacation cancellation and loss of significant funds, I was hoping I could collect some of my losses since I have insurance. Is this a legit company? Do they even pay out insurance claims? Do they have people working at the company?

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/10/31) */ Dear Dispute Resolution Department, We are in receipt of the above referenced complaint 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 amount of time it is taking to process her claim. Chubb has reviewed the file materials and offers the following response: Notice of this loss was received by Mrs. *** on August 23, 2022. On September 23, 2022 acknowledgement of receipt of the claim along with claim forms and a request for necessary documentation to process the claim was sent to Mrs. *** via email. The requested documentation was submitted on September 26, 2022, and the claim was assigned to a licensed adjuster for further handling. On October 3, Mrs. *** contacted Broadspire via phone to inquire about the status of her claim and the adjuster was notified of this inquiry. On October 19, 2022, the adjuster reviewed the claim along with the submitted documentation, at which time a coverage decision was made by the adjuster. The claim file was then forwarded to the manager for a final review. On October 24, 2022 the coverage decision was finalized and communicated to Mrs. *** via email. We apologize for any inconvenience the consumer experienced during the claim process. Her experience is not a reflection of the level of service we expect our customers to receive. Should you have any additional questions or concerns, please do not hesitate to contact the undersigned. Sincerely, ******** ****** ******** ****** Sr. Claims Specialist North American Claims Chubb Insurance X-XXX-XXX-XXXX *******@chubb.com