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:11/27/2023

  Type:Sales and Advertising 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 had purchased travel insurance for my trip to Congo DR in September through InsureMyTrip. I purchased flight tickets on June 11th, 2023 and then on 8/8/23, I also purchased the travel insurance. My trip was from Sept. 9th through the 16th, 2023. On Sept. 9th, I had issues come up leading to not being able to catch the flight and I had to purchase a new flight which was about $850. I filed a complaint with InsureMyTrip that next day (9/10/23); and have still not heard anything back. I even followed up on my email on 9/19/23 and still no response. Also, it is not clear how to file a claim with them but I did eventually see the claims email which us what I used to send my request.

  

  Business Response

  Date: 11/29/2023

  Thank you for your message.  I apologize for your experience back in September.  I have checked our system and inbox and there is no correspondence under the email address you provided (*******************).  The attachment you provided also shows you sent an email to *************************** which is *****************, so we have not had any contact with you here at InsureMyTrip.  I know all claims departments have been fairly busy since the start of the pandemic, but they have started to catch ** in the recent months.  In order to discuss your claim with the appropriate company, here is the contact information for *****************:

  Claims
  Toll Free: **************
  Collect: **************
  ********************** (this is my recommendation - using online claims portals always seems to be the most efficient way to get your claim processed)
  **************************
  Mon-Fri 8:30am-5:00pm ET

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I only reached out to Nationwide because that was the only claims information I could easily find on your website. With your reply, I have gone ahead and sent a message directly to InsureMyTrip since I purchased trip insurance through you all and not nationwide. I am hoping you are able to review my request and Ill be happy to send over screenshots/documentation as I could not do that with your current message set up on your website. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sandrine

   

   

  

  Business Response

  Date: 12/04/2023

  We (InsureMyTrip) do not have any correspondence from you other than this BBB complaint you filed last week.  You did email us twice since then asking to file your claim, and we have continued to provide you with the correct contact information for your claim.  I understand you purchased the insurance through our website, but we do not handle travel assistance or claims and you would need to contact your insurance provider, Nationwide.  We also checked their phone line and it is working during their hours of operations.  Here is the correct contact information again:

  Claims
  Toll Free: **************
  Collect: **************
  ********************** (this is my recommendation - using online claims portals 
  always seems to be the most efficient way to get your claim processed)
  **************************
  Mon-Fri 8:30am-5:00pm ET

  Customer Answer

  Date: 12/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************

• Initial Complaint

  Date:07/14/2023

  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 a travel insurance policy from Insuremytrip.com from Nationwide Insurance Co. policy number NWE23030250024B. We experienced a travel delay of over 7 hours on TAP airlines ***** to *********. As a result we missed our connecting flight an landed in ****** ********. We arrived in ********* at 1130pm 9 hours later and our luggage was left in ****** ********. We lost a full day in ********* and money paid for hotel and 2 taxi fees totaling close to $100.00.We submitted all necessary documents to Nationwide Insurance company and the company keeps asking for the same documentation making impossible to further the claim and receive money owed to us on the policy. I have provided all the requested documents and still get the same email requesting more documents.Someone please help us as it appears Nationwide Insurance is denying this to avoid paying money

  

  Business Response

  Date: 07/17/2023

  Thank you for bringing this to our attention so we may look into this for you.  I will email our contact at ***************** and find out what else is still needed for your claim.  Claims are still a bit delayed with every Provider due to the pandemic, but instead of the 3-4 months it was taking then, it should be closer to 2 months turnaround time now.  I apologize for the delays and frustrations and will get back to you shortly.  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************************

• Initial Complaint

  Date:03/15/2023

  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.

  Dear Sir/Madam,I am writing to provide you with a detailed account of my dealings with the insurance company, and to express my deep dissatisfaction with the outcome of my recent claim.As per my original arrangements, I purchased plane tickets for the ********-***** and ******-******** routes, and I also obtained insurance coverage from *********************************** via InsureMyTrip.com. The insurance policy I had purchased was specifically designed to allow for the cancellation of my trip for any reason.However, due to unforeseen circumstances, I was unable to take the purchased flight as I was sent on a business trip by my company to ******. The conclusion of this trip coincided with the same day as my intended flight from ******** to *****. As a result, I was forced to purchase a completely different set of tickets, and I received zero refund on the original set of tickets.I filed a claim with the insurance company to be reimbursed for the price of the plane ticket, which was unfortunately denied. The insurance company argued that only the flight part of the trip was cancelled, and not the entire trip. However, I purchased the insurance policy called "cancel for any reason" with the expectation that I would be covered and reimbursed in case of any such unforeseen events.For your reference, the insurance details are as follows: Purchase Date - 07/18/2022, Order Number - JHGI0236400R, Plan Name - **** ******* Insurance ******* **** Bronze, Policy Number - 50BRJHT-109274.I respectfully request a review of my claim and reconsideration of the decision made by the insurance company. Thank you for your attention to this matter.

  

  Business Response

  Date: 03/16/2023

  Thank you for reporting your concerns with us.  I see that you reached out to us after your claim was denied and we reached out to **** ******* and asked for an explanation and then we emailed you that explanation.  You purchased your policy online without agent assistance, so it would have been your responsibility to read your policy, and if you had questions, we would have been happy to help.  I'll provide the denial reason again here, along with the policy language:

  According to **** *******, you did not cancel your flights, therefore you did not meet requirement (c) below from your policy.  The trip has to be completely canceled no less than 2 days before departure.

  "TRIP CANCELLATION FOR ANY REASON
  This coverage is Optional and must be indicated as applicable on Your Schedule of Benefits. If You are prevented from taking the Covered Trip for any reason not otherwise excluded, We will reimburse You or Your designated representative for 75% of the prepaid, forfeited, non-refundable Payments or Deposits for the Covered Trip arrangement(s), provided the following conditions are met:
  
  (a) this coverage is purchased within 14 days of the date the initial Payment or Deposit is paid and You insure the cost of any subsequent arrangement(s) added to the same Covered Trip within 14 days of the date of Payment or Deposit for any such subsequent Covered Trip arrangement(s); and
  (b) this insurance coverage is purchased for the full cost of all non-refundable prepaid Covered Trip arrangements; and
  (c) You or Your designated representative cancels the Covered Trip no less than 2 days prior to the Scheduled Departure Date.
  
  This coverage will be terminated, no benefits will be paid and any premium paid for this coverage will be refunded if the
  full costs of all prepaid, non-refundable Covered Trip arrangements are not insured."
  
  If you would like to appeal your claim, you would do that directly with **** *******, as we do not handle claims here at InsureMyTrip.  Here is the email address for **** *********************, ***************************

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Dear Better Business Bureau,
  
  Thank you for your response regarding my denied claim. While I understand that I purchased my policy online without agent assistance, I still believe that **** ******* should have communicated their requirements more clearly to me.
  
  Regarding the denial reason, I do acknowledge that requirement (c) states that the trip must be completely canceled no less than 2 days before departure. However, I would like to bring to your attention that I did notify **** ******* at least two weeks before the beginning of the trip that I would not be able to use the ticket. While the representative did not mention that I needed to cancel the trip, I believe that this communication should still count as a notification.
  
  Furthermore, I tried to cancel the trip with TAP Airlines, but was unable to due to technical issues on their end. I understand that the ticket was non-refundable, but I still believe that the circumstances surrounding my inability to take the flight should be taken into consideration.
  
  I appreciate your offer to appeal the claim directly with **** ******* and have already reached out to them and got completely different explanation of the denial reasons. I hope that we can come to a resolution that is satisfactory for all parties involved.
  
  Thank you for your attention to this matter.
  
  Best regards,

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

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 03/16/2023

  I'm glad you were able to get in touch with **** ******* already.  If you don't hear back from them within a reasonable amount of time after your appeal is submitted, please reach out to us at *************************************** and we'll be happy to step in and see if we can get some answers for you.

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I believe that I already provided my reply to the business, but it looks like I am being asked to reply again:

  __

  Dear Better Business Bureau,
  
  Thank you for your response regarding my denied claim. While I understand that I purchased my policy online without agent assistance, I still believe that **** ******* should have communicated their requirements more clearly to me.
  
  Regarding the denial reason, I do acknowledge that requirement (c) states that the trip must be completely canceled no less than 2 days before departure. However, I would like to bring to your attention that I did notify **** ******* at least two weeks before the beginning of the trip that I would not be able to use the ticket. While the representative did not mention that I needed to cancel the trip, I believe that this communication should still count as a notification.
  
  Furthermore, I tried to cancel the trip with TAP Airlines, but was unable to due to technical issues on their end. I understand that the ticket was non-refundable, but I still believe that the circumstances surrounding my inability to take the flight should be taken into consideration.
  
  I appreciate your offer to appeal the claim directly with **** ******* and have already reached out to them and got completely different explanation of the denial reasons. I hope that we can come to a resolution that is satisfactory for all parties involved.
  
  Thank you for your attention to this matter.
  
  Best regards,
  **********************

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:11/18/2022

  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 travel insurance online from this company to cover an international trip (****** and **********). The plan I chose was supposed to cover rental car claims and I rented a car in **********. When I rented the car, I was advised at the counter that the insurance I had WOULD NOT cover rental cars in **********. I was then forced to spend additional money to purchase insurance that would cover the rental car in **********. When I contacted the company via email, I was told that I AM SUPPOSED TO CONTACT THE RENTAL CAR COMPANY (IN ADVANCE) TO MAKE SURE THE COVERAGE I PURCHASED FROM InsureMyTrip would be honored/accepted. I consider this to be both unreasonable and unfair. It is unethical to advertise a policy that supposedly covers rental cars abroad only to discover that you're really not covered.

  

  Business Response

  Date: 11/29/2022

  Thank you for reaching out, and I apologize for your experience.  While it is the responsibility of the traveler to know if the rental car company will require you to purchase their insurance, I do see how it would have been helpful to have a note indicating that.  We can't know the amount for just the rental car coverage when it is included, like in the plan you purchased, but what I think would be fair is to request the difference of what the least expensive plan would have been and what your premium was.  That difference is $170.  I am going to request this exception today and should hear back soon.  I will be back in touch once a decision has been made.  Thank you for your patience and understanding while I look into this further.

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

  Hello:

   

  While I appreciate the progress that appears to be being made, I do not accept the merchants response (fully) because they have not confirmed the refund, only that they are "considering" a partial refund.  In addition, I STILL maintain that IT IS NOT the customer's responsibility to verify if the insurance products they sell/promote are accepted out-of-the-country or even in the country.  When a consumer purchases a product, unless it is SPECIFICALLY and CLEARLY indicated that the product purchased and coverage offered should be VERIFIED by the consumer in advance, then the consumer reasonably and objectively believes they are protected without having to jump through any unrealistic hoops to submit claims or be covered.  The seller is the expert, not the consumer.  Consumers rely on their expertise in these matters.

   

  

  Business Response

  Date: 11/30/2022

  Thank you for your comments.  I will pass them along to the insurance provider.  Since the decision is with them, we will have to continue to wait for their underwriting team to consider this exception request.

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

  I am waiting on the final decision from the business before I am able to consider this matter closed.

   

  Thank you for your support.

   

• Initial Complaint

  Date:10/12/2022

  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 rented a place in the Outer Banks at ********************, made monthly payments totaling over *******. Purchased travel insurance through Nationwide. Had to cancel trip, filled out paper work, explaining the situation. Canceling due to my husband being hospitalized and having some heart issues. Unfortunately we incurred some medical bills. We are seniors on a limited income. All Im being given is the runaround for months. The place got rented for full price for the week, the owner lost nothing.

  

  Business Response

  Date: 10/13/2022

  Hi ****, I'm sorry for your situation.  I would like to try to assist you, however, I could not locate a policy purchased through our company, InsureMyTrip.  If you did purchase with us, please provide your policy or order number.  You may reply here, or directly to our email, ***************************************.  Please be sure to put the message to my attention; my name is ******* and I am the Training and ***************** Manager.