ComplaintsforInsubuy, LLC

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I helped my father procure medical insurance for his travel from ***** and even renewed it with additional premiums to maintain continued coverage. I came to know about insubuy from TV advertisement and thought it was reliable based on BBB rating.He was admitted to the hospital after going into ** with severe and what felt like life-threatening respiratory distress. Before the episode, He was recovering from a bout of covid he got in November 2022. The cold season was slowing recovery, and he was under constant respiratory stress. He had heavy congestion due to mucus and continued cough. He was treated on couple of occasions by local doctor with antibiotics, steroids and breathing treatments. (I should note here the insurance company did not honor any claims for these doctor's ****** visit either. The reason for rejection on one occasion stated that weight loss or obesity reduction surgery is not covered indicating how carelessly these claims are reviewed and they are just issuing blanket denial for any claims)His condition improved briefly. But in May 2023, he had increased breathing trouble and his doctor advised him to go to ** for admission and treatment.All the unpaid medical bills and the fact that insurance company hasnt honored their side of the deal has been causing severe mental distress and anxiety. My father is retired from a simple govt employment back in his home ****************, He has no means of paying for all these medical expenses and that was precisely the reason I had arranged to purchase the insurance coverage before travelling to US.At the hospital various tests were performed and he was treated mainly for breathing issues. He was administered antibiotics, steroids, and periodic breathing medications. **** showed signs of pneumonia and debris in his lungs. These treatments slowly improved his condition. I have submitted all hospital records to the insurance company. Given his age and risk factors several tests were performed to test for heart failure. There was no conclusive diagnosis for heart failure but moderate aortic stenosis was noted. He was not treated for his heart condition. None of the doctors at the hospital ever established a cause of breathing issues he was experiencing. None of the treatments were directed towards that either. He has not had any major treatment before admission to the Hospital. Further, after his discharge following treatment for pneumonia and breathing issues, He hasnt had any recurrence. There are multiple places in the medical records where its clear that he was being treated for respiratory infection. There was just some speculation in the ** note about heart failure. The insurance is rejecting all claims stating it is complication of a preexisting condition. As explained above that has not been clearly established In any case the policy we purchased did cover acute onset of preexisting conditions. They are making all efforts to direct the claims towards a very narrow cause of rejection related to acute onset of preexisting condition that is Chronic or congenital. This is unfair and not accurate.Please help me resolve this dispute with insurance company to honor the claims for my fathers treatments.

  Business response

  01/04/2024

  The customers compliant is regarding the ***************** World Trips and not Insubuy. As a broker Insubuy does not process or have any dealings in the claims process this is all handled by the claims department of the insurance company directly. So, this complaint is directed at the incorrect company. The ***************** "**********" is displayed on the Confirmation of Coverage letter that was provided in the intial complaint. 

  Business response

  01/18/2024

  As broker  Insubuy does not process or have any dealing with the claims process. It is recommended that you reach out to your ***************** ********** directly for assistance with claims or explanations of their claims processes, and explanation of the denied claim.Please note that you do have the right to appeal your claim with ********** if you disagree with the reasoning for the denial listed within your Explanation of Benefits. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against the above-mentioned entities regarding my purchase of the Safe Travels *** ************************ The insurance was purchased through InsuBuy and was underwritten by **************************** / Co-ordinated Benefit Plans, LLC on behalf of **** and *******. The total cost of the purchase exceeded ***** USD, with the plan promising comprehensive coverage despite limited PPO provider options.However, instead of fulfilling their contractual obligations, the Insurance has dishonestly delayed processing claims without any valid reasons, leaving a bill of ******** USD (already discounted for 40%) for seven treatments outstanding. Attempts to contact the Insurance have been futile, receiving little to no useful response.As a result of the Insurance's malicious inaction, I have incurred significant financial burdens by seeking treatments that I believed were fully covered based on the provided list of PPO providers and coverage policies. Additionally, the excessive delay has led to over 10 stressful phone calls and emails from BayCare medical group, resulting in an increasing bill due to the Insurance's fraudulent actions. Insubuy offered no real help in resolving issue & still sells the flawed product. I request the following resolutions:The Insurance must process and fully cover all outstanding BayCare bills within 7 days.InsuBuy (Broker) should take responsibility and retract any ads for ****************************/**** and ******* and provide proper clarification / refund / repair to damage caused by representing this fraudulant insurance provider. Refund the insurance purchase amount and provide additional reparations to compensate for the mental and psychological stress, as well as the disruption to my work and personal life caused by this ordeal.I appreciate your prompt attention to this matter and expect a swift resolution. Please find attached proof of purchase for your reference.

  Business response

  06/08/2023

  This complaint has been filed against the wrong company.  He is having issues with his insurance company **** & ******* and their claims administrator ****************************. Insubuy has no access to any of the information regarding their claims and have no authority to process their claims as they can be done only by the insurance company or their claims administrator.

  I suggest he file the complaint against **************************** and/or **** & *******. 

  Customer response

  06/08/2023

  I am rejecting this response because:   Firstly, I acknowledge your clarification that the issues I have faced are with **** & *******, the insurance company, and their claims administrator ****************************. As the broker, I understand that Insubuy may not have direct access to claim information or the authority to process claims. I appreciate your explanation.
  
  However, I believe it is crucial to emphasize the responsibilities of a broker in such situations. As a broker, Insubuy has a duty to ensure that the insurance providers featured on your website are reputable, reliable, and provide comprehensive coverage. While you may not have control over the claims process, you do have the ability to select and showcase insurance companies based on their credibility and customer feedback.
  
  Considering the circumstances, I kindly request that Insubuy takes proactive measures to address these concerns. It is crucial to reassess your partnerships with insurance companies and consider removing or, at the very least, de-prioritizing any providers who have been involved in dishonest practices or failed to fulfill their contractual obligations to customers. By doing so, you can better protect your customers from potential harm and ensure a positive experience when purchasing insurance through your platform.
  
  Furthermore, as the broker facilitating the transaction, I believe Insubuy should provide assistance and support to customers facing disputes with insurance providers. Although you may not have the authority to process claims, you can still play a vital role in guiding customers through the claims process, advocating on their behalf, and facilitating effective communication with the insurance company. It is your responsibility to ensure that your customers receive the necessary guidance and support during these challenging situations.
  
  In light of the aforementioned points, I kindly request that Insubuy takes the necessary steps to address my concerns and provide appropriate assistance to help resolve my dispute with **** & ******* and ****************************. Additionally, I urge Insubuy to thoroughly review and revise your selection of insurance providers to prioritize those with a proven track record of reliability and ethical practices.
  
  Moreover, I request Insubuy to consider refunding the insurance purchase amount, or at the very least, refunding the commissions earned in this unhappy transaction. The insurance company has demonstrated wild dishonesty by not only denying claims on shaky grounds but also neglecting claims for up to two years. This level of misconduct and breach of trust should not be tolerated.
  
  I appreciate your attention to this matter and kindly request your prompt action in rectifying the situation. My aim is to ensure a high level of customer satisfaction and uphold **********************'s commitment to providing trustworthy insurance services. I trust that you will consider this feedback seriously and implement the necessary improvements to enhance the experience of your customers.
  
  

  Business response

  06/14/2023

  This complaintant has unreasonable demands because

  1. They are asking us to terminate our relationship with a third party.

  2. They are asking us to remove the products of a third party from our website. 

  3. They are asking us to pay claims or make refund. We have no such authority. 

  None of those demands are reasonable and we are unable to honor any of that. 

  Customer response

  06/17/2023

  I am rejecting this response because:  I find the reply arrogent, dismissive, and offensive. 1) The requests were not "unreasonable". If Insubuy acts as a broker for certain travel insurnance products, they are getting paid for the sales, and they hold moral and legal responsibilities. 2) I offered multiple options, and Insubuy is not even willing to read them carefully or consider the option to at least de-priortize the products found with questionable conduct. 3) I did not ask Insubuy to "process the claims", but rather, to  take proactive measures to address the concerns and provide assistance and support to customers facing disputes with insurance providers. This includes guiding customers through the claims process, advocating on their behalf, and facilitating effective communication with the insurance company. As a broker, Insubuy has a responsibility to ensure that customers have a positive experience when purchasing insurance through their platform.
  Insubuy's response completely disregards these responsibilities and fails to acknowledge their role as a broker. Instead of addressing the concerns raised, they dismiss them as "unreasonable demands" without providing any substantial explanation or justification.
  Furthermore, Insubuy's refusal to even reconsider their relationship with the insurance providers or depriortizing their products from their website demonstrates a lack of commitment to customer satisfaction and an unwillingness to prioritize the well-being of their customers.
  It is deeply disappointing to see Insubuy resort to dodging responsibilities and attempting to deceive by stating they have no authority to process claims. As a broker, they have a duty to select reputable and reliable insurance providers and ensure that the products offered provide the coverage and services as advertised. By promoting insurance products from companies involved in dishonest practices or failing to fulfill contractual obligations, Insubuy has contributed to the harm and financial burden faced by customers like myself.
  Given the lack of accountability and the dismissive response received from Insubuy, I kindly request the Better Business Bureau to thoroughly investigate this matter. Insubuy has wasted consumers' time, shown a lack of respect for consumer rights and dignity, and engaged in deceptive practices while attempting to evade their responsibilities as a leading travel insurance broker as ranked on ****** Search. 
  I believe it is crucial for the Better Business Bureau to take this issue seriously and hold Insubuy accountable for their actions. Consumers deserve transparency, integrity, and reliable services when purchasing insurance, and it is evident that Insubuy has failed to deliver on these expectations. I trust that the Better Business Bureau will conduct a thorough investigation and take appropriate measures to address this matter in the best interest of consumers.
  Thank you for your attention to this issue, and I look forward to a fair resolution that upholds consumer rights and promotes ethical business practices.
  
  
  

*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. ↩