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:08/24/2022

  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.

  We paid for insurance on my flight from booking that supposed to cover for a loss connecting Our connecting flight was 2 hours late and we **** our flight from ***** to ************* on jul 16 2022 I have to paid **** to get a ticket back to ******* and ending expending 4 additional days in ***** . I have been trying to coctact Xcover and file a claim but the never answer I has been over 4 weeks since the incident

  Business Response

  Date: 09/12/2022

  Dear ********,
  
  Your reference: ***************
  
  We are always looking for ways to improve **********, so thank you for taking the time to provide feedback. We have investigated the facts underlying your message and we can confirm the following:
  
  On March 01, 2022, you booked a trip and purchased a travel protection plan, sold by **********.
  On July 26, 2022, you submitted a claim under the plan and it was forwarded to the independent third party administrator (TPA). These claims are not handled by the XCover team.
  On September 12, 2022, the processor setup the claim and contacted you via telephone and email requesting the necessary documents to process the claim.
  
  Please respond accordingly to the adjusters request as soon as possible. We have requested that the review of your file be expedited. We strive to improve and appreciate feedback from all our customers. If you have any questions or concerns, please kindly forward an email to me at ********************************************************************.
  
  Thanks again for using **********
  The ********** Team

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 travel insurance through ***********, which uses XCover for this service. I had to cancel my honeymoon trip because my husband was hospitalized. I canceled the flight and submitted a claim to XCover. I later submitted the medical documentation when I had access to it. It has been 2 months now since the initial claim, and I cant get ahold of a human being or even find the status of my claim. When I send emails, which is their preferred method of contact, I get the same response- that I will be contacted by their affiliate Broadspire. I have never been contacted by this company. I am deeply frustrated that we cant even get ahold of someone from a service that we paid for, and that we have not received the refund of $1861 that we are owed. I want to be contacted ASAP by a human being and I want my claim processed and the refund that we deserve.

  Business Response

  Date: 09/12/2022

  Dear *******,
  
  Your reference: ***************
  
  We are always looking for ways to improve **********, so thank you for taking the time to provide feedback. We have investigated the facts underlying your message and we can confirm the following:
  
  On February 6, 2022, you booked a trip and purchased a travel protection plan, sold by **********.
  On June 21, 2022, you submitted a claim under the plan and it was forwarded to the independent third party administrator (TPA). These claims are not handled by the XCover team.
  On August 26, 2022, the processor setup the claim and contacted you via telephone and email requesting the necessary documents to process the claim.
  
  Please respond accordingly to the adjusters request as soon as possible. We have requested that the review of your file be expedited. We strive to improve and appreciate feedback from all our customers. If you have any questions or concerns, please kindly forward an email to me at ********************************************************************.
  
  Thanks again for using **********
  The ********** Team

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  

  
  

  
  
  Hello,
  
  My complaint was closed, however it is still not resolved. I was not able to respond to the BBB because none of the possible response options accurately matched my situation at the time, and the company did eventually respond to the message from the BBB, so I thought I didn’t need to respond anymore to the BBB’s message until I had further contact from the company. I would like to reopen the complaint until the company has responded to my claim and reimbursed my travel funds. While the company did finally start my claim, it has not taken further action after I uploaded my documents to their website. When I uploaded the documents, I was told they would respond within 5-7 business days. It has now been 7 business days with no response. This does not match their promise in their response to you that my claim would be prioritized. Please reopen my claim.
  
  Thank you,
  ******* ******* 
  
   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  ******* *******
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/06/2022

  Dear *******,
  
  Your reference: ***************
  
  We are always looking for ways to improve **********, so thank you for taking the time to provide feedback. We have investigated the facts underlying your message and we can confirm the following:
  
  • On September 28, 2022, the adjuster reviewed and processed the claim, and issued payment check via US mail.
  
  We strive to improve and appreciate feedback from all our customers. If you have any questions or concerns, please kindly forward an email to me at ************************************
  
  Thanks again for using **********
  The ********** Team

  Customer Answer

  Date: 10/07/2022

  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:08/15/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hello BBB, I am hoping you can help me with this matter. I purchased travel insurance for a flight to ***** to depart on 7/21/2022 and return on 8/6/2022. I made this purchase through *********** on 05/29/2022. The cost was $4,803.39 (included in this was the Travel Insurance purchase from XCover Genius for $323.22). It was $107.74 and 3 people were traveling. On June 21st I was admitted to the Hospital for Diverticulitis and was there for 10 days. After being discharged I went on short-term disability, and I had to stay on an IV medicine for another 4 weeks. On July 5, 2022, I filed a claim with Cover Genius after cancelling my flight. I received a reply with Reference: *************** confirming that my claim was received and that Your claim will be handled by **********, a ******** Company, who will reach out to you soon in regard to the next steps. I have not received any communication from Broadspire to date. I have placed additional requests with XCover to follow up on my claim on 7/17/22 asking if I could get a number since no one has contacted me. They responded again with I will be contacted soon. I reached out again on 7/21/22. Today I have still not heard from Broadspire. The trip insurance that I purchased covers cancellation up to $4309.71. Would you please assist me in getting the reimbursement that my insurance policy should cover? I have been very disappointed, because I have not received a refund, resolution nor any communication. I even sent an email to *********** telling them they should really pick a different insurance company because this is bad for their Brand! Thank you, in advance, for all your help in this matter!Sincerely, *************************

  Business Response

  Date: 08/29/2022

  Dear *******,
  
  Your reference: ***************
  
  We are always looking for ways to improve **********, so thank you for taking the time to provide feedback. We have investigated the facts underlying your message and we can confirm the following:
  
  On May 29, 2022, you booked a trip and purchased a travel protection plan, sold by **********.
  On July 5, 2022, you submitted a claim under the plan and it was forwarded to the independent third party administrator (TPA). These claims are not handled by the XCover team.
  On August 25, 2022, the processor setup the claim and contacted you via telephone and email requesting the necessary documents to process the claim.
  
  Please respond accordingly to the adjusters request as soon as possible. We have requested that the review of your file be expedited. We strive to improve and appreciate feedback from all our customers. If you have any questions or concerns, please kindly forward an email to me at ********************************************************************.
  
  Thanks again for using **********
  The ********** Team

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good Morning,
  
   
  
  This has still not been resolved!
  
   
  
  I just sent them an email this morning in hopes that something may happen.  Please see below.
  
  Thank you and have a nice weekend
  
  *************************
  
   
  
  _______________________________________________________________
  
  Good Morning XCover Team,
  
   
  
  I would like to check in on this claim request that was initially submitted July 5th. 
  
   
  
  On August 25th you contacted me by email with the request for documents.  On August 30th I uploaded the documents and received a confirmation and a comment stating, Please allow 5-7 business days for the completion of this review.
  
   
  
  On September 7th I received a request for more documentation, Please contact the airline and request documentation indicating that there is no refund or credit vouchers have been provided to you. I reached out to *********** to get that information for you since that is who I purchased the plane tickets from and who would not give me a refund.  I uploaded the *********** letter on September 9th.  Again I received a confirmation the upload was received and a comment stating, Please allow 5-7 business days for the completion of this review.
  
   
  
  It has now been about two weeks and I checked online and it shows those documents have not yet been reviewed see snapshot below.
  
   
  
  As was mentioned to the BBB in the message below, you were going to have this expedited. 
  
   
  
  Thank you,
  
  *******
  
    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 10/10/2022

  Dear *******,
  
  Your reference: ***************
  
  We are always looking for ways to improve **********, so thank you for taking the time to provide feedback. We have investigated the facts underlying your message and we can confirm the following:
  
  On September 29, 2022, the adjuster reviewed and processed the claim, and issued payment check via US mail.
  
  We strive to improve and appreciate feedback from all our customers. If you have any questions or concerns, please kindly forward an email to me at ********************************************************************.
  
  Thanks again for using **********
  The ********** Team

  Customer Answer

  Date: 10/14/2022

  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,
  
  *************************