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Business Profile

Warranty Plans

Cover Genius Insurance Services, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 287 total complaints in the last 3 years.
  • 144 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Prada handbag on 6/12/25 from ******** I purchased this with a guarantee of return through XCover which was a service RealReal offered. This service guarantees a return of an item thats usually not returnable. I paid an additional $84.24 for this service.I received the item on 6/20/25 and immediately requested a return the same day I was then asked to complete an application (and submit pictures) to return this which I did immediately I am now being told that it will take them 3 weeks for XCover to respond to me.This was supposed to be a guarantee of the return and RealReal is of no help even though they offered this service Ive read reviews of XCover and theyre horrendous.

    Customer Answer

    Date: 07/11/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:06/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is the insurance company that PRICELINE use for the tickets. I purchased the ticket on August 24. I added this insurance I got sick with Covid submitted insurance papers with doctors documentation, and they deny me. Tried calling and contacting the company was unable to get in touch. I went online and saw where a lot of people were saying that this company is a scam. I contacted ********* and they had no answers. Initially, the coverage was $36 but my ticket was in total $443.22 plus the 36 that I spent for the tickets

  • Initial Complaint

    Date:06/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My wife and I filed a claim because our plane got delayed due to equipment failure with their motherboard computer. They had to conduct 3 hrs of maintenance due to the failure. Xcover said this doesnt cover the additional expenses. We had to rebook for the e next day. We got a rental to finish the trip. Xcover refuses to cover additional expenses due to the equipment failure even though its covered in our plane. They dont avoid taking your money for insurance but avoid covering what their policy covers. The second flight that was rebooked ended up getting delayed as well

    Customer Answer

    Date: 07/07/2025

    Better Business Bureau:

    At this time, I have not been contacted by Cover Genius Insurance Services, LLC regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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 bought insurance thru Xcover to protect my flight for me my spouse and 3 kids. On may 17 my return flight from *********** to *** was cancelled because of inclement weather conditions. I rented a car a hotel with two rooms with 5 people and had to feed 5 people.the next day there were flights to DFW at 3 pm which my kids got and me and spouse were scheduled for the 930 pm flight.We finally arrived back to ******* on Sunday may 18th.When I filed a claim about my flight being cancelled they denied it as they state it was delayed

    Customer Answer

    Date: 06/20/2025

    Better Business Bureau:

    At this time, I have not been contacted by Cover Genius Insurance Services, LLC regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/23/2025

    Type:Order Issues
    Status:
    Unanswered
    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 daughter got sick while we were in *********** and we had to pay for a physician outside of ***************** to about US$120-US$130 I paid fortrip insurance for our trip while we were out of the country. I submitted a claim the same day that her doctors appointment was And have been submitting information back-and-forth for over a month with them. . I have submitted doctors orders. I have submitted receipts for pay for the doctors. I submitted our trip itinerary and my insurance with them. It has been over a month and theyre still requesting more information.

  • Initial Complaint

    Date:05/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an XCover travel protection plan via Priceline. I got COVID about a week before the trip and decided to cancel it, as travel guidance suggests not traveling for 10 days. I looked at XCover's COVID policy and paid out of pocket for a pharmacy test in order to comply. XCover is now saying I need a doctor's note to diagnose me and say I cannot travel. This was not required by the claim process, where I submitted each and every required form. They have no phone number nor working email address. I submitted a complaint to their site and received a generic email with the same content as the first email, not acknowledging their own policy for COVID. XCover asked me to show evidence of a refund (I didn't receive one so that's impossible), show evidence of the hotel cancellation (not possible because it's a non-cancellable trip and I already called Priceline to ask them to cancel and they haven't), and show evidence of a doctor's diagnosis of COVID after I submitted a lab test from a licensed pharmacist. I've now submitted a freeze with my payment processing company and am disputing the transaction. XCover appears fraudulent, in my opinion, and I think I would have been better off burning the money I spent on the policy to save myself the headache of trying to make use of it.

  • Initial Complaint

    Date:05/22/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The business has NOT tried to resolve the problem. They only did a Blanket claim process which did not thoroughly assess the case. Had they read the claim information and look at the medical evidence, they should have issued my flight credit* and would not have contradicted themselves. This business has deceitful and unethical service. > I, unfortunately purchased a round trip ticket for ******** -********** -- to meet with family members in the army service for Mother's day trip and visiting out at ************. But, my surgery on 04/25, as seen in uploaded document had residue of swelling and minor pain, even though the doctor gave me medication to treat the medical issues, but that lasted all through the following week. So, I called in on 05/9/2025 to cancel flight, which was to be on Sat, 05/10/2025, as seen by the uploaded document email response for cancelled flight. The agents over the phone at price line were dismissive and rude. So, I took it upon my self to go the airport to ensure the airline is aware of the cancellation. I have had no cooperation with this comp[any and so I filed the flight insurance claim to X. Cover. com, a platform service for COVER GENIUS INSURANCE SERVICES, LLC, on Saturday, 05/10/25 for timeliness and uploaded the same documents you now receive. To my surprise the insurance was declined stating that I did not reach out to a medical practioner until after my scheduled departure. This is incorrect. >>> In my claim I specifically informed that I did not get any medical attention on Saturday, 05/10/2025 because no doctors office will be open on Saturday. Plus, I had already canceled the flight 05/9/2025 and uploaded the medical care received BEFORE 05/10/2025.This is a company stealing in face front of my eyes, and this company must adhere to the coverage that I paid for and is applicable to the flight purchase I did.

    Customer Answer

    Date: 06/17/2025

    Better Business Bureau:

    At this time, I have not been contacted by Cover Genius Insurance Services, LLC regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ****** tried to surprise me for my 50th Birthday with a trip to ****** to visit my mom, whom I have not seen in two years. But he did not realize that I had two life saving appointments which I scheduled 3 months prior. First one was my annual checkup with my Gastroenterologist and the second one was the actual infusion I receive every 8 weeks for my chronic disease (Ulcerative Colitis) which I almost died from few years ago. Therefore I plan all my travel around my infusion schedule. In our family we have learned to always purchase travel insurance in case something like this happens. But to our surprise this insurance does not cover life threatening circumstances.

    Customer Answer

    Date: 06/09/2025

    Better Business Bureau:

    At this time, I have not been contacted by Cover Genius Insurance Services, LLC regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/14/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My wife purchased trip to and from ******* through priceline. Total trip package was *******. She also purchased insurance through xcover for ****** in case we had to cancel. My wife passed away on March 28, 2025. the trip was to start July 19, 2025 and end July 26, 2025. I have tried many times to get refund for trip through xcover website. It lets me start filing claim but does not have anywhere to upload death certificate so I can't file claim. Site has place where I can leave message and upload death certificate which I've done multiple times. I've got back email telling me what to do, but it steps me through process I've done with no results and does not recognize death certificate I uploaded to message. I've called priceline and they will not talk to xcover. priceline keeps talking to airline and in turn airline emails me saying they can't do anything and to talk to priceline.

    Customer Answer

    Date: 06/10/2025

    Better Business Bureau:

    At this time, I have not been contacted by Cover Genius Insurance Services, LLC regarding complaint ID ********.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:05/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    ******** complaint is in regards to trip insurance that we purchased through XCover in March, 2024 for our flights from ******** to ***** on May 16th, 2024. We discovered in April that my wife is pregnant but closer to the date of the travel, her symptoms became exacerbated to the point that we decided to cancel the trip one day before departure. We were to fly with NEOS Airline and their lack of a direct communication line made it difficult to inform the airline of our plan but I sent them a message through their online portal. **** reached back out to me and agreed to refund the portion I had paid directly to them because the tickets were booked through a 3rd party. I, then, filed a claim with Xcover on the grounds that my wife could not tolerate travel given her newly developed symptoms. Xcover, however, denied the claim on the grounds that we only had post-departure insurance which was patently false as our insurance went into effect from the time we purchased it in March to the last day of our trip. After the initial denial, I sent them a letter from my wife's doctor indicating that travel was not recommended for her. Given the logistics, the earliest we could get in to see the doctor was May 21st but Xcover denied the claim for the second time, only this time they gave a new reason that since the doctor's note is from a date after the departure date, our claim will be denied. Our claim was denied twice with two different reasons which is plainly disingenuous. Furthermore, they failed to take into account that even if my wife's appointment was on May 21st, she was pregnant prior to that and experiencing the symptoms. I simply want XCover to honor the policy that they sold us because they are seemingly changing the reasons for denial as they go and they are effectively punishing a woman for being pregnant and experiencing the unrelenting symptoms that accompany it. I would be grateful for any and all assistance from the BBB.Sincerely,******* ******

Cover Genius Insurance Services, LLC is NOT a BBB Accredited Business.

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