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PatWake Forest, NC
Customer Service
Reviewed Nov. 24, 2023
Claim filed on 10/25/23 and still haven't heard anything as of 11/24/23. Also can't get anyone to answer the claims phone number provided. Just keeps playing that annoying, repetitive music designed to make you want to hang up.
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KarenBoone, NC
Coverage
Reviewed Sept. 6, 2023
My husband and I bought a basic "Travel Basic" Travelex insurance plan for a June 2023 trip to Europe. Our primary concern when buying this insurance was to ensure we'd be covered if we had to quarantine because of Covid. When researching our insurance, I was reassured by the following statements on the Travelex website:
"Travelex's trip delay coverage can reimburse you for additional travel expenses, like lodging and meals, until you’re able to move on to your final destination. With this coverage, you can relax and focus on your trip instead of worrying about the extra costs added to your travel budget."
"If you test positive for coronavirus while traveling, you will want to follow the doctor’s orders on where to quarantine. You may quarantine in either a hospital, hotel, or vacation rental (such as an Airbnb) while on your trip and still be eligible for up to the trip delay benefit limit to help cover additional hotel and meal expenses as well as emergency medical and emergency evacuation coverage."
"How long will my policy extend coverage if I am required to quarantine? Coverage will automatically extend to the date you reach your return destination and benefits will be paid up to the policy limits, as long as you return as soon as you are fit to fly or once your quarantine period is over."
After reading these statements, I misinterpreted the information on our policy about the trip-delay maximum limit for our plan. We did, in fact, catch Covid during the last days of our trip and had to quarantine in a hotel in Boston for 5 days before we could fly home to North Carolina. We had no choice but to isolate for 5 days in the hotel where we had planned to spend 1 night, and the hotel required that we not leave our room during that time.
The trip-delay maximum coverage per person is listed on our policy as "$500 ($250/day)." In hindsight, it's pretty clear that this means the maximum trip delay benefit we could receive was $1000 for the two of us. Given the above reassuring statements on the website regarding Covid quarantine coverage, however, I read this to mean a maximum of $500 PER DAY (i.e., no more than two people at $250 each per day) because, of course, if you're being covered for a Covid quarantine, you must be covered for 5 days. In hindsight, stupid me. We received $1000, as per our policy, just enough to reimburse us for cost of the policy in the first place.
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WassenRenton, WA
Reviewed March 9, 2023
My flight has delayed, and cancelled for almost three days. On the way To my destination, I lost two luggage and provided evidence that I have reported to the Airlines. After two months review, they offer me nothing, but $25 for the delay part. The worst service I ever had in my travel history.
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FrancesBoston, MA
Verified purchase
Customer Service
Reviewed Aug. 8, 2022
We have purchased Travelex more than once. Viking cruise Paris to Normandy. My brother got an infection, wound up in Intensive Care Unit American Hospital in Paris for two weeks. WtP is supposed to provide medflight. We have bed in Boston, we have French and American doctors have talked Fit to Travel forms, etc. Everything but they want records from his PCP and 5 times they have requested records, 5 times rejected for wrong dates on request, "crooked" fax, Did not fax signature page. Trying to get from MGH Brigham Medical Records. Have been on phone for 3 days and cannot get request filled. It is a Nightmare.
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WilliamYorkville, IL
Verified purchase
Customer ServiceCoverageStaff
Reviewed April 25, 2022
Applying for coverage was easy online, they get their money right away. But trying to contact them later to make changes was nearly impossible. I've called three times and was put on hold more than 20 minutes. I finally just hung up, getting tired of listening to the noisy scratchy pre recorded dialogue, sounded like a damage vinyl record. I don't recommend this Mickey Mouse Operation. They can't afford to hire adequate staff to answer calls.
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Response from Travelex Insurance Services
Dear William,
Thank you for reaching out to us on ConsumerAffairs.com.
We had notified our Customer Solutions team of your feedback related to your experience in changing your policy. We understand they have spoken with you and communicated via email regarding the modification of your policy.
If you have any further questions, do not hesitate to contact our Customer Solutions Department at customersolutions@travelexinsurance.com or 1-800-819-9004, Monday-Friday: 8:00 a.m. - 7:00 p.m., CT.
Thank you again for your feedback, and we hope you think of Travelex the next time you travel.
DonnaKihei, HI
Coverage
Reviewed Feb. 15, 2022
I bought Travelex Insurance for my mainland trip in March 2020. When the pandemic occurred, I asked for help when I had to cancel everything. They were absolutely no help and it seemed to them I had no coverage in spite of my having paid for it. Later, luckily, the airline reimbursed me. But, when I bought insurance, I expected it to insure my trip. It did not and was a waste of $50.
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Response from Travelex Insurance Services
Thank you for taking the time to post your concerns on ConsumerAffairs.com, we appreciate your feedback.
We do empathize and recognize that the Coronavirus Pandemic has created a difficult situation for travelers. Travelex Insurance, the travel industry, and the world at large are dealing with unprecedented interruptions due to the Covid-19 Pandemic.
It is important to remember that insurance is highly regulated, and documentation is required to file a claim. The policy purchased is a Named Peril Policy, which means that any eligible reason for cancellation is listed in the policy. Therefore, not all unforeseen events may be eligible for coverage under the policy. Berkshire Hathaway Specialty Insurance Company’s (“BHSIC”) is the underwriter and claim administrator for your policy. Travelex Insurance does not make claim determinations.
We have contacted BHSIC and have been advised that a claim was filed. They did contact you in March 2021 to complete the Claim Form, proof of payment and refund documentation, to re-review your claim for travel insurance benefits.
If you still have a claim to file and would like to provide additional information to request reconsideration, or have any additional questions you may contact BHSIC at 855.205.6054 option 2, Monday - Friday: 7:00 am-7:00pm CT, or by email at travelex.claims@bhspecialty.com.
We hope that this response clarifies our position in this matter and resolves this inquiry.
Sincerely,
Travelex Insurance Services, Inc.
MarieWesley Chapel, FL
Verified purchase
Reviewed July 1, 2020
I filed a claim because of travel interruptions I had and had went thru a lot of extra expenses cause by the epidemic. It has been three months and still have not heard anything. I had full coverage and the reason for the claim was for partial payment to see if I could recover some of the loss I incurred during the trip. I lost my job due to Covid and was hoping this would get processed but instead I was given the runaround. Very disappointed and for someone like me who travels a lot, I will not be using this service and I will be sure to let all my travel buddies know about this. Very disappointed.
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Response from Travelex Insurance Services
Thank you for choosing Travelex Insurance Services Inc. (“Travelex Insurance”).
We acknowledge your frustration regarding the claim process. It is important to remember that insurance is highly regulated. Documentation is an important part of the policy modification process, as it relates to the Travel Select plan you purchased.
We contacted the Claims Administrator, Berkshire Hathaway Specialty Insurance Company (“BHSIC”). BHSIC indicates that you submitted documentation to support your claim on several dates, with the latest submission occurring on May 13, 2020. Due to the unprecedented volume of claims related to the Covid-19 pandemic, it is currently taking a minimum of 8 weeks, from the time of obtaining final documentation, for BHSIC to adjudicate claims. We appreciate your patience and understanding.
If you have any claim questions, please contact BHSIC at 1-855-205-6054 or by email at travelex.claims@bhspecialty.com, Monday – Friday, 7:00 am – 7:00 pm CST.
If you have any questions for Travelex Insurance, please contact us at TISReviews@TravelexInsurance.com.
Kind Regards,
Amber
JohnColumbus, IN
Verified purchase
Reviewed June 3, 2020
Was as timely as could be with all that is going on these days. Talking to agents was a good experience for information and guidance. Would recommend to friends. Would use again as travel insurance on future trips. Thanks again for all your help.
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LauraNew York, NY
Verified purchase
Reviewed June 3, 2020
Even during COVID times, Travelex delivered on their insurance policies and processed my claim promptly. Would highly recommend and very happy to see an insurance company at work! Like many, I was unsure about purchasing and whether it was "legit." It's legit!!
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MikeCaryville, TN
Reviewed May 29, 2020
We had a trip planned to England and Scotland in May. Bought this insurance in the summer before the virus. It was purchase on the advice of our tour agent, so we didn't read the fine print, which was a big mistake. Our trip got canceled not by us, but by the government and Travelex decided they didn't have to pay. We will schedule to go next year but will search for a reputable insurance company.
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Response from Travelex Insurance Services
Thank you for choosing Travelex Insurance Services Inc (“Travelex Insurance”).
We do empathize with you and your family and understand that the coronavirus has caused a significant disruption on our society.
The Travel Select plan that you purchased is a Named Peril Policy, which means that the policy lists all reasons and exclusions for coverage, and if the situation is listed as an exclusion, then coverage does not apply. The Confirmation of Coverage and the Policy were emailed to you at the time of purchase on March 1, 2020 for your review, which included the benefits, terms, limitations, and exclusions.
In the wake of the rapidly changing and escalating global impact of the coronavirus (COVID-19) outbreak, Travelex Insurance is focusing our teams to respond to your questions and inquiries as soon as possible. Our top priority is servicing our clients and we can assure you Travelex Insurance is dedicated to maintaining the highest level of professional and ethical standards.
We recommend talking to your Traveler Supplier(s), (Perform International), about transferring any monies paid to a new trip. Additionally, to be of service we can offer you a One-Time Date Transfer on your policy, in order to use it for a future trip.
If you would like to obtain a Date Transfer of your policy, you will first need to cancel your claim, rather than appealing the claim decision, with BHSIC. Please contact us at TISReviews@TravelexInsurance.com, so we can help process the cancellation of your claim and apply a One-Time Date Transfer to your policy.
We are in unchartered waters and unprecedented times for the travel industry given the impact of the coronavirus (COVID-19) outbreak, which we hope you understand.
Kind Regards,
Travelex Insurance Services
TISReviews@TravelexInsurance.com
