Complaintsforbattleface

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased travel insurance through Battleface on March 11, 2022 to cover an upcoming trip. The amount of coverage I purchased was $5,334.00, which is due to me by Battleface. I called the company to file a claim on July 21, 2022. I was told that I would be contacted via email by my claims adjuster within 1-2 business days.

  A week later, after receiving no email or phone call, I called again. I was told my case would be escalated and that a week is far too long to wait to receive even an email stating receipt of my claim. I have never received the paperwork I was told I needed to complete in order to have my claim processed.

  It is now August 9, 2022. I have called Battleface and ********** at least 9 times. Each time I call Battleface I am given conflicting information about my claim from what I can only assume is a call center representative. Most recently, the representative I spoke with (Jane) told me that Battleface will no longer be contracting through ********** as a result of these delays and possible scams. I confided that I very worried I have just been scammed myself. I have now been told my case has been escalated 4 times, the supervisor of my adjuster was emailed and that I would definitely be getting a response within 2-3 days.

  That was five days ago. Still nothing. My adjuster is named ******** ******* and she never responds to calls or emails.

  My claim is #*******. I lost money on a trip we needed to cancel, and this insurance policy I purchased was committed to covering that cost.

  I need this amount to be mailed to me asap and for the company to fulfill its obligation under the law to compensate this claim.

  Business response

  08/22/2022

  We are in receipt of the above referenced complaint that was submitted on August 9th, 2022, and in reference to the above captioned claim, adjudicated by **********. ********** Services, Inc., a subsidiary of ******** * *******, is a third party administrator assigned to act on behalf of ********* Insurance Company, to process claims.

  
  In this complaint, Ms. ****** expressed displeasure with the lack of communication regarding the handling of her claim. We have reviewed our file materials and we offer the following in response.

  
  On July 21st, 2022, notice of this loss was received in in the ********** office. An acknowledgement email was sent to Ms. ******* confirming receipt of the claim and the list of required documentation needed in order to consider the claim for coverage on August 16th, 2022.

  
  ********** acknowledges that there was a significant delay in the delivery of the acknowledgment letter and claim form. We have confirmed with the claims clerk that all phone calls and emails received from Ms. ****** were not returned, and for this we sincerly apologize.

  
  To date, we are pending the return of the required documents needed to consider Ms. ******** claim for coverage.

  • Completed and signed claim forms
  • Complete Travel Itinerary
  • Proof of payment(s) for the trip
  • Confirmation of the reason for Trip Cancellation, Interruption, Delay, or Missed Connection
  • Cancellation letter from tour operator/agency (with cancellation policies)
  • Penalty letter or penalty terms from the affected travel company, carrier, lodginf or other provider
  • Documentation showing any refunds (if applicable)

  
  Upon receipt of all required documentation, the claim will be assigned to a licensed adjuster for review of coverage and a status will be provided to Ms. ******.

  
  For faster service, Ms. ****** may upload the required documents to:
  **************************************
  Or mail the required documents to:
  Claim Benefit Services
  **** *** ****** ******** ** ***** ***** *********

  
  Should you have any additional questions or concerns, please do not hesitate contact the undersigned.

  
  Respectfully,
  ****** * *****
  Director of Claim Operations
  ###-###-####
  **************************

• Initial Complaint

  03/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased travel insurance with Battleface canceled my trip on the 7th my underwriter called me in the 14th and told me to upload my supporting documents. 02/15/22 was the last day I spoke with her I’ve called multiple times and no response i paid for a service I am not getting.

  Business response

  03/23/2022

  Dear Dispute Resolution Team, 

  battleface Travel Insurance plans are underwritten by ********* ********* ******* (an IL Corporation, NAIC# *****). Plans are offered and administered by Battleface Insurance Services LLC.
  We are in receipt of the above referenced complaint that was submitted on March 18, 2022, in reference to the above captioned claim, adjudicated by ***********
  ********** ********* ***., a subsidiary of ******** * *******, is a third party administrator assigned to act on behalf of ********* ********* *******, to process claims.

  Attached you will find the response to this claim submitted by *********** 

  The claim has been settled in favor of the customer. ********** has also reached out to the customer via both email and phone to advise her of the approved settlement. 

  Should there be any further inquiry about this claim, please contact us. 

  Best regards, 

  ** ******

  Head of Operations
  Email ********************** 
  *** **************

   

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