Complaints

This profile includes complaints for USI Travel Insurance Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

USI Travel Insurance Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  USI Travel Insurance Services

  3805 West Chester Pike Ste 200 Newtown Sq, PA 19073-2330

  
• 

  USI Affinity

  100 Matawan Rd Matawan, NJ 07747-3911

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:07/20/2023

  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 July 20, ********************************* said she would process the credit to the ****** **** on file with my written approval.  I replied as soon as I got that email, on the same afternoon.  I just checked my ****** **** account online (July 28, 3:55 p.m.) and the credit has not been processed.  USI has promised action but has failed so far to take any action.  Until they credit my account, I consider this complaint to be active.to pay a supplement if the price of the insurance policy increased since I paid for it, but they aren't offering that either. They are simply telling me that I must file a claim for the money -- and at best, I'd likely only get part of it back. I want USI Travel Services to either refund my money or apply my premium to my 2024 trip with ******.

  Business Response

  Date: 07/20/2023

  Hello,

  I have communicated with the traveler and offered a full refund of the insurance premium as a measure of good will.  

  The refund was accepted and will be processed within the next 3 business days.  

  Best regards, 

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

• Initial Complaint

  Date:09/12/2022

  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.

  I purchased trip interruption travel insurance for ******** ********** tour to Yellowstone/ Grand Tetons 6/10-6/18/22; On our arrival at Mammoth Springs on DayTwo of our 8 day trip we were told that there was now a mandatory evacuation by National Park service of Yellowstone due to severe weather; As a result we missed days 2 thru 6 of our scheduled agenda in the Park being relocated from Park to Grand Teton area; Mandatory evacuation remained in place entirety of our tour and we were unable to return to complete tour: I filed trip interruption claim for unused/ non refundable part of land package d/t mandatory evacuation by federal agency d/t severe weather which was listed under section 10 of insurance policy as covered benefit as we were unable to return to complete missed excursions; I called insurance company 6/13 and recieved claim number and was told claim form would be forwarded; it took followup call 6/27 to get claim form emailed to me; followup t/c 7/18 to insurance where they stated claim form recieved and adjuster would call “ within a few hours” to discuss claim; no call recieved; followup t/c to insurance company 8/9 stated claim would be “expedited” to higher priority and customer service agent would call “within 3 days” to discuss claim; no call recieved; followup t/c to customer service 8/22; no info available on claim would forward “expedited”inquiry to claims and have adjuster call; no call by 8/29; would like your help in obtaining claim status as my attempts to contact agency over past 2 months have been ignored: policy confirmation # *******; claim #********* under covered qualification of unused/ non refundable part of land package that was missed d/t mandatory evacuation of Yellowstone 6/12 by NPS due to severe weather;requested reimbursement of $7566.66 thank you for any help you may be able to provide; insurance agency was provided with all Supporting documentation; claim form/trip agenda/payment receipt form trip;insurance

  Business Response

  Date: 09/23/2022

  We are in receipt of the above referenced complaint that was submitted on September 12, 2022, and in reference to the above captioned claim, adjudicated by **********.  ********** ********, Inc., a subsidiary of ******** * *******, is a third party administrator assigned to act on behalf of Generali US Branch to process claims.
  
  In this complaint, *** ****** ******** expressed displeasure with the lack of communication regarding the handling of his claim. We have reviewed our file materials and we offer the following in response.
  
  On June 14, 2022, notice of this loss was received at **********. On June 27, 2022, the processor setup the claim and contacted *** ******** via email, acknowledging receipt of the claim and requesting the following documents to process the claim:
  
  Completed Claim Forms (signed and dated);
  2. Complete Travel Itinerary (i.e., flight schedule, hotel confirmation or tour/cruise itinerary);
  3. Proof of payment(s) for the trip (i.e., itemized travel invoice, e-ticket or paper ticket, hotel charges, service fees and other accommodation expenses or credit card statements);
  4. Confirmation of the reason for the Trip Cancellation, Interruption, or Delay (i.e., completed Physician Statement, confirmation of death of immediate family member or documentation confirming any other non- medical cause of loss);
  5. Cancellation letter from Tour Operator/Agency/Carrier (with cancellation policies);
  6. Penalty terms from the affected Travel Company, Carrier, lodging or other provider;
  7. Documentation showing any refunds (if applicable);
  8. Receipts for any additional/out of pocket expenses;
  a. Note: Reimbursement of same limited by policy terms and conditions
  9. Medical Records from treating Physician and/or signed HIPAA medical records release form, (if applicable)
  
  We received notification of documentation submitted on July 2, 2022, and the claim was assigned to a licensed adjuster. Due to a shortage of staff and high claim volume, there was a delay in processing claims. On September 8, 2022, the adjuster reviewed the claim and contacted *** ******** via email requesting the following documents to process the claim:
  
  Documentation from the Common Carrier confirming no refunds/credits issued.
  
  On September 12, 2022, the adjuster contacted *** ******** via telephone and email advising the claim is pending the above referenced documentation to process the claim. We received notification of additional documentation submitted on September 19, 2022. On September 21, 2022, the adjuster reviewed and processed the claim. Check number ********** in the amount of $6,485.71 was sent to *** ******** via US mail.
  
  ********** sincerely regrets the delay and inconvenience this claim process has caused to *** ********.  
  
  Should you have any additional questions or concerns, please do not hesitate contact the undersigned.
  Respectfully,
  
  ****** ******
  Team Manager

  ********** ********
  Phone: ************
  Email: ***************************

• Initial Complaint

  Date:08/18/2022

  Type:Order 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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 17731175
  
  I am rejecting this response because: How am I going to document or have documented that I made a call to the 24 hour emergency phone call line? Additionally, the travel insurance did not state for me to make certain to either take a picture or video record the call from another cell phone? Or, get a document from the hospital stating that I called my 24 emergency travel insurance for assistance? Lastly, I was unaware and the travel insurance failed to instuct that I must have a letter from the doctor of my illness and how am I to get a letter of my illness if the doctor did not examine me? *********** hospitals require travelers to pay up front before being seen for medical treatment. I did not have ******* pesos up front and the reason I called my 24 hour Travel Insurance for help? This insurance company and the other 2 companies ********* Complete, ACI and Starr Assist are ALL SCAMS! They should record calls for documenting. I gave them all the medical records. I submitted everything to them which was a lot. This travel company ********* Complete and ACI and Star Assist needs to be shutdown. I paid ********* Complete $189 for 30 days of Travel Insurance and in the Policy they cover everything complete. This is unacceptable and not eithical and they are taking ******** Cititzens money have no intentions of doing what is right by the insured should they be in need as the policy states. ********* Complete, ACI and Star Assist did not assist me with zero and now they feel they should pay zero because I am unable to provide prove that I called them for assistance and that I do not have my illness documented? I gave the insurance company all my medical documents when I was seen at the very first ************* Hospital and was treated in the *** Please pay for my a percentage of my travel expenses for an interupted trip do to illness or give me my $189 back! I will be writing reviews and also do a ******* video to inform other travelers about my experience with these companies. 
  
  
  Regards,
  
  Vasacce Cattrelle
  
  
  
  
  
  
  
  
  ed that we could only recover what we could physically prove that was spent despite that our insurance policy shows that trip interuptions will be covered either $5000 or upto $5000 and we claimed roughly $3777.00 and only a fraction of this amount we had written proof/reciepts. The claims department sent us a letter stating that they could not prove or establishe proof that we actually reached out to the toll free 24 hour emergency line for medicl assistance and thus they will pay us $0 now. I have all the claims documents, written replies, and travel insurance policy. We actually paid for the travel insurance coverage through Trip ************ and we've been in contact with Starr Assist as well as ACI *********************** *** to actually recover some of our losses for our trip being interrupted do to illness. *** wrote us stating that they will not pay us a dime because they could not prove or there is no documented proof that we actually reached out to their Starr Assist Medical

  Business Response

  Date: 09/01/2022

  USI Travel Insurance Services does not make determinations or pay claims submitted by customers. As stated in the original complaint, these are handled by ACI.  USI has worked with the insurance company on the traveler's behalf to attempt to resolve this claim. However, the claims department requires either a) verification that the member called the 24-hour emergency assistance company as soon as reasonably possible so that company could make arrangements for them; or b) written verification from the doctor or hospital regarding the need to interrupt the trip. To date, neither of these items has been received or confirmed. We have reached out to the customer to see if they have any additional documentation that might assist in us trying to get this claim processed for them.