Complaints

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• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 2024, I submitted documents, filing a claim to above listed insurance company, for reimbursement of cancellation of a trip.
  I had called frequently between November 2024 and February 2025, only to be given the runaround all the time. They told me “they had other claims and were busy”. (they gave me this excuse every time I called them). In February 2025, I spoke to ***** who told me the documents I emailed were blurred. So I sent them again and asked her to please put a rush which she said she would. Also, they never notified me the documents were blurred, so I could have had the opportunity to send them sooner. I expressed my concern about this issue and also the fact that they had not even read my documents and made no effort to process the claim it as soon as possible.
  
  So now it’s approximately four months and I still have not received my refund. This is a very unreliable company and
  very dishonest. I would also not buy travel insurance through Trawick International, which they are associated with. I’m waiting for my refund of $2,200.00 and they will not let me know when I’ll receive it..
  
  I would definitely not recommend this company.

  Customer Answer

  Date: 03/17/2025

  I am responding to your recent email in regard to my complaint. 
  
  No, as of today, I the above mention insurance company has not contacted  me.  I have been calling them since November 2024 and they not returned my calls.
  
  They owe me over $2,200 in a refund in trip cancelation reimbursement.     They have been very unresponsive and everytime i call them they keep “giving me the runaround”.   They have refused for me speak to a supervisor so I could escalate.   
  
  It’s four months I have still not received my money. 
  
  Thank you for your attention. 
  
  **** *******
  
  Sent from my iPhone

  Business Response

  Date: 03/27/2025

  Please see attached, our response to this complaint. 

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
   I am responding to SUREGO recent response from March 27, 2025
  
  I would like to point out that their version of my interaction with them is  not what really transpired.  They left out a lot of pertinent information
  
  First of all, I started the claim online in October 2024, but due to their faulty system, the information was not going thru.  I called to let them know.   However, they already knew that there was a problem, but they never bothered  to let me know or to advise me on how to do proceed.  
   So now so much time went by because of the problem with their system and the fact is, that they never informed me that there was a problem with their  system.   This delayed processing of my claim.  
  
  Now  we are in the month of November and, as stated, the completed claim forms were sent on November 23, 2024.   I continuously followed up with them to find  out what was the status  (December, January, February and March ) and got no response from  the two employees, Tammie and Emily.  I was always told “they are busy”!!!!!   They never called or emailed me at all.  They never returned my calls!   Actually, there are two employees working  there and no supervisor.  
  On February 3,  2025, I called and spoke to ***** who told me that the forms  I sent on November 23 were “blurred”,  and asked me to send them the second time, which I did  February 3.   (I would never have known the forms were  blurred if I hadn’t call them.)   They never would have contacted me!   
   At this point,  I was very frustrated. This tells me they never looked at my claim until February 3.  They also had enough time to notify me to resend the forms, but never did.    THIS IS TOTAL INCOMPETENCE AND NEGLIGENCE. 
  (So now it’s almost six months including March 2025 and so I called asked to speak  to  Supervisor on February 27.  As  SUREGO confirms in their response, they never  called me back.   I also expressed to them that “I wanted to escalate this matter” and  they never did so.  They just kept on gaslighting  and ignoring me.   How can you run a business with no supervision, no supervisor??? 
   They are irresponsible and abusive!
  
  Now they are harassing me asking for a letter stating  “I’m forfeiting my airline flight credit.”   (the flight credit is good until June 2025).  I have no intention of using that flight credit.   I had insured $198.48 with SureGo.  There is no reason why this company will not reimburse me.   The problem is that United Airlines refuses to provide the letter.  I have spoken to several supervisors at United and spent many days and hours speaking to them with no solution.  (I have documented their names and employee id’s.)  I have relayed this information to SUREGO ******** and they have refused to reimburse the money and  try to resolve the matter. As a matter of fact, when I told her that United would not provide a letter, she made an offensive remark and the nerve to tell me, “It’s your problem”. 
  So unprofessional and rude!!!! 
  When I told her that I am not able and cannot travel this year at all, she continued to harass me.  This  behavior is very concerning and disturbing.  She also accused me of double dipping  They should be investigated.  .  
  
  Also,  there are at least 99.9% negative reviews from many people on the BBB  website.  ( Look under Trawick International).  This is a terrible and unprofessional company.    
  
   I am forwarding copies of correspondence, under a separate email.   
  
   
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 04/15/2025

  Please see attached, our response.

  Customer Answer

  Date: 04/15/2025

  
  I am rejecting this response because I have reached out to this company multiple times and the have very unhelpful and rude.   They have made no attempts whatsoever to resolve this issue and I believe my   complaint should be documented on the BBB site.    They have refused  to resolve the matter, as I have proved to them that United told me ,,many times, that they have a policy not to submit a letter.   SureGo’s response has been, “It’s your problem if you cannot get the letter”.    Really??!?!   They act like it’s my fault.   I would strongly recommend that no one buys a policy from  them at all.  They are very untrustworthy and their behavior is  very questionable. 
  
  In addition, I just called to speak to Ms . *** ******** from their Resolution Dept and was told by *******  that “she is not available, works remotely and doesnt call back.”   Really?????   So now I’m stuck to  speaking to **********  who is not a Supervisor.   I asked her several times”, how do we solve this problem?   She made no attempt to do so and became very offensive, rude and kept repeating over and over that  “I MUST GET THAT LETTER FROM UNITED OR ELSE”.   She threatened to hang up on me, which she did.   Very nasty!!!!  However, this is the unprofessional behavior I have been dealing with every time I call and try to resolve this issue. 
  
  I am forwarding an email I recently received from United offering a 
  resolution.   Their resolution is positive and should be sufficient. 
  If SureGo does not accept United’s resolution, then that would be a problem if they continue with this  harassment. 
  I will email it under a separate email.  
  
  **** ******* 
  

  
  

  Business Response

  Date: 04/19/2025

  Thank you for providing this information. The remaining portions of the claim have been processed for payment, totaling $198.48, and the insured has been notified. 

  Customer Answer

  Date: 05/06/2025

  I'm responding to SureGo's answer.  I am not accepting their response.  Please  add my response to my review and publish. 
  
  "I want to warn prospective customers to not buy travel insurance from this company.   Their premiums are cheap, however,  if you ever have to file a claim, they will find any excuse to deny your claim.    They will delay you claim without notifying you.  You don't get an email nor a call.  The customer service is non existent as they don't return phone calls and their agents are rude and discourteous.   They totally ignore your concerns,  and mislead you.  When you ask to speak to a Supervisor, they are non existent.
  Please read other BBB complaints where 99.9 percent of past customers  have had  a  very unpleasant and negative experience.  
  
  They put me through  "six months of **** over a very simple claim" and I  had to spend days and hours contacting them with no resolution.    
  PLEASE AVOID THIS INSURANCE COMPANY!"