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Business Profile

Warranty Plans

Cover Genius Insurance Services, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Warranty Plans.

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: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.
    I purchased flight travel insurance. My employee recently quit out of the blue so I needed to cancel my trip due to work reasons. This company won't even respond to me on a refund. The flight is next Thursday may 15th they could still get someone to book it if they would just talk to me. It's the whole reason I bought the insurance in case something happened.

    Customer Answer

    Date: 06/12/2025

    Better Business Bureau:

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

    Sincerely,

    **** ****

  • Initial Complaint

    Date:05/12/2025

    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.
    Trip insurance purchase on 5/1/25 *************** *rip date 6/9/25-6/25/25 trip date now changing to 6/9/25-6/24/25 price: $127.07 ***** *************** ***** Lack of response/assitance from Xcover to modify existing insurance policy for change in return departure date after notifying them numerous times via their instructions. No response.

  • Initial Complaint

    Date:05/08/2025

    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.
    On March 23, 2025 I purchased an airline ticket and XCover travel insurance with plans to visit my elderly parents and assist with home repairs. Within 24 hours of buying the ticket and policy my parents had a significant house fire. They have nowhere to live and I have no way to visit them. I filed a claim and XCover denied it because the fire wasn't within 15 days of the travel date. This caveat was not disclosed at the time of purchase. I cannot find a way to talk to anyone at XCover about this.

    Customer Answer

    Date: 06/02/2025

    Better Business Bureau:

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

    Sincerely,

    **** ******

  • Initial Complaint

    Date:05/01/2025

    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 an item from ***********. They offer optional insurance to purchase to return the item for any reason. I purchased the insurance. My total purchase was $2,2179.19. I received the item and it was not as expected. I opened the claim with them. I mailed the item back via **** on 4/23. **** has attempted to return the item for a refund but the business is closed. I have attempted to contact TheRealReal but they refer me to the insurer. This business has no telepphone number. I have emailed multiple times with no resolution.

    Customer Answer

    Date: 05/01/2025

    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:04/28/2025

    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 submitted a Travel Insurance claim on February 5th 2025 with XCover and they have disregarded my claim continuously. It has been nearly three months and my claim is still noit resolved after all my documents were provided. They asked me to provide the same documents and information over and over only to stop responding afterwards. I paid a premium of $75.16 and purchased coverage for a round trip flight that I purchased through through booking.XCover was suppose to cover me for not being able to go on my flight in case of sickness or some other situation that is in coverage. I provided Xcover so many documents and proofs, forms from the doctor and doctor letter and literally all the other forms that they requested multiple times. There is no customer service support number and on many occasions I have left messages on their phone support that isw just automated which is one of the only ways to reach them or through the message portals on their site I asked them to give me a call back and finalize my claim. They have not done this and I am distraught by their lack of support. I spent so many hours dealing with this and trying to receive help. I will not accept an apology from them until I get my coverage amount Trip Interruption of US$1562.99, and my premium of $75.16 that was paid and extra compensation for this trouble they caused me. Everything should be smooth when filing a claim instead they lie and cheat by trying to gaslight claims to its fullest until the customer is just so overwhelmed that they give up.Guess what, I am not overwhelmed and I will be leaving negative feedback anywhere I find the company will operate.XCover did not try to resolve. I had sent all the necessary information in proper form and never received my claim payment. XCover I hope you are utterly ashamed of this disgusting service you provided and the cheating you committed.Claim Refrence # ***************

    Customer Answer

    Date: 05/23/2025

    Better Business Bureau:

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

    Cover genius insurance services or Xcover the insurance subdivision that I was dealing with has ignored my request for contacts as well and comepletey disregarded my claim.

    I want to take them to court. 


    Sincerely,

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


  • Initial Complaint

    Date:04/28/2025

    Type:Sales and Advertising 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 tickets for my daughter and I through *********** and purchased the insurance. My grandmother passed away and we had to cancel. I cancelled as I was supposed to as soon as possible, provided all required info on the claim but they are asking me for crazy documents such as marriage licenses and birth certificates etc. My biological grandparents divorced when my mom was little and remarried! I have 2 sets of grandparents and have all my life! My grandmother was my grandmother regardless of biological origin! I want my money back from the insurance I purchased! I sent them all the documents requested etc. they are asking for sensitive documents that Im not comfortable asking my parents and grand dad for considering he just lost his wife!!!

  • Initial Complaint

    Date:04/28/2025

    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.
    protectionThis was the absolute worst protection plan that one could possibly purchase. I had a death in the family a week prior to my vacation. I spent over $900 to include this plan and all they provided was "I'm sorry for you loss". I attempted to contact the company for two days, no answer. This a complete scam. I will never purchase this plan again. The purpose of insurance is...just incase something occurs that one cannot keep their plans for whatever reason. The fine print will get you everything, very misleading concept, to take money and deceive people. I will be putting in a review with ever platform that I can or have and file a complaint better business bureau. Oh, BTW...I did offer the documents that they requested. The vacation package was purchased on 14 Apr 2025. The dates of travel was told be 30 Apr - 6 May.

    Customer Answer

    Date: 05/22/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:04/25/2025

    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 booked a flight to ********, ***** for 3/19/25 through Priceline on 9/12/24 which included trip protection for $139.38 via **************************. They cancelled and I am just getting my refund from Priceline and *************** .They have referred me to you for the final portion of my refund and I am tired of dealing with this. I can not find a number to speak with anyone and feel like I am going in circles on your website. Please refund my trip protection portion of the airfare.

    Customer Answer

    Date: 05/20/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:04/25/2025

    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.
    **BBB Complaint Against XCover (Cover Genius)****Date of Transaction:** January 2, 2025 **Amount Paid:** $78.02 **Business Commitment:** XCover, via AXS, promised event ticket insurance covering cancellations due to illness or disability, with full refunds for approved claims. **Nature of Dispute:** On April 11, 2025, I filed a claim due to a grave disability preventing attendance. XCover denied it on April 17, 2025, citing an exclusion for Mental, Nervous or Psychological Conditions or Disorders, despite my disability not being solely mental. On April 18, 2025, I filed a second claim with a doctors note and bedrest order for April ***** due to possible COVID. On April 22, 2025, XCover closed the second claim as a duplicate, stating theyd assess the initial claim. On April 23, 2025, they denied it again, repeating the same exclusion without addressing the new medical evidence or possible COVID diagnosis. **Business Resolution Efforts:** XCover has not addressed my second claims evidence, responded to follow-up emails sent April 19 and April 23, 2025, or offered any resolution. **Advertising Issue:** XCovers insurance was advertised on **** website in December 2024 during ticket purchase, promising coverage for illness and disability. This misled me into expecting coverage for my situation. **Desired Outcome:** I seek a refund of the $78.02 insurance fee and $1,113.00 ticket cost, per the policy, or a proper review of my claim with clear justification for any denial.Insurance reference number: *************** for insurance for Coachella Weekend 2 2025 - Order #*********-******* tickets

  • Initial Complaint

    Date:04/24/2025

    Type:Service or Repair 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 trip protection through XCover in connection with a flight that I ultimately cancelled due to a medical emergency. I was hospitalized and had to undergo surgery, and I have documentation to support this which I have given them numerous times. I sent screenshots and documentation that I have not received any type of refund I attempted to file a claim last year for months and followed up with an email on April 4, 2025, but have received no meaningful response or resolution from XCover. I have been trying to get a response for ********* a result of this situation, the financing company (******) has charged off the payment, and my account has been sent to collections, damaging my credit and creating even more financial hardship. I have tried to resolve this professionally and directly, but my communication has been ignored.This has caused me emotional distress and financial harm. I am simply asking for XCover to review my claim fairly and issue a refund of the full amount since I still have to pay the fees since this was charged off onto my credit.

    Customer Answer

    Date: 05/01/2025

    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,

    ****** *****



     

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

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