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Initial Complaint
05/30/2024
Complaint Type:
Order Issues
Status:
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.
In October 2023, I purchased a vacation through ********* ******** ** ******* ***** **, who recommended I add travel insurance through RedSky, which I did. The vacation was supposed to be 10/13/24-10/20/24. However, in February 2024, I found out I was pregnant with a due date of 10/25/24, so I could no longer go on vacation. My doctor filled out the required form from RedSky, stating I could NOT travel after 9/27/24, yet my claim through RedSky was denied. RedSky states that they do not cover normal pregnancy, but that statement is nowhere to be found in their terms - the only time it is listed is under "pre-existing conditions", which I explained that it is not pre-existing because it wasn't even conceived until early February, so it literally did not exist when I booked and paid for the trip/insurance. I appealed their decision and yet it was denied again. RedSky has been NO help in getting this resolved and they are being very vague in their explanations. I'm paying for a vacation that is no longer happening, and the extra travel insurance I purchased is being wasted as well. The entire company seems like a ****.
Business response
06/04/2024
Attached is the response from **** ********* *******.
Initial Complaint
10/15/2023
Complaint Type:
Product Issues
Status:
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.
Booked our 25th wedding anniversary to Maui. Got Red Sky Travel insurance for our condo rental. Maui wildfires occurred so we had to cancel our trip - Maui was in a state of emergency and governor told tourists to not come. All our airfare and tours were fully refunded because of the wildfires. Every other business we talked to was sympathetic and understanding! Put a claim in through Red sky travel insurance for our money on the condo rental and we were denied!!!! They said because the condo rental company gave us a credit to use in two years, they are denying our claim. We don't want to go to Maui in the next two years, we wanted to go to celebrate our 25th anniversary!!! Plus Lahaina is all burned down! Why would we go now to visit Lahaina? It's gone. None of this makes any sense. Why get travel insurance to just get denied when a state of emergency occurs? Upsetting beyond belief. Also, we looked at the condo we rented and it's now $3000 more to rent on top of what we originally paid. It's not right. People get insurance for these emergency situations. To get denied is beyond me. We lost over $6000 because of this. Horrible that Red Sky Travel Insurance is doing this to other, and by reading the reviews all over Internet, to numerous other people. Can't believe they are still in business. Their reason for denying people is not right. If a location is in a state of emergency, and people are told to not go - we should have every right to get our money back. Plus now the area is destroyed. Red Sky Travel Insurance is scamming so many people.
Bureau response
10/24/2023
Mary ****
RedSky Travel Insurance
***** ********* **** ***** *** ********* ***** ** **** ******* ** *****

Dear Mary ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/14/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Michelle ****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.


If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Linda *****
************************

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Michelle ****

** ** *****
Daytime Phone: ###-###-####
E-mail: *******************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:
Booked our 25th wedding anniversary to Maui. Got Red Sky Travel insurance for our condo rental. Maui wildfires occurred so we had to cancel our trip - Maui was in a state of emergency and governor told tourists to not come. All our airfare and tours were fully refunded because of the wildfires. Every other business we talked to was sympathetic and understanding! Put a claim in through Red sky travel insurance for our money on the condo rental and we were denied!!!! They said because the condo rental company gave us a credit to use in two years, they are denying our claim. We don't want to go to Maui in the next two years, we wanted to go to celebrate our 25th anniversary!!! Plus Lahaina is all burned down! Why would we go now to visit Lahaina? It's gone. None of this makes any sense. Why get travel insurance to just get denied when a state of emergency occurs? Upsetting beyond belief. Also, we looked at the condo we rented and it's now $3000 more to rent on top of what we originally paid. It's not right. People get insurance for these emergency situations. To get denied is beyond me. We lost over $6000 because of this. Horrible that Red Sky Travel Insurance is doing this to other, and by reading the reviews all over Internet, to numerous other people. Can't believe they are still in business. Their reason for denying people is not right. If a location is in a state of emergency, and people are told to not go - we should have every right to get our money back. Plus now the area is destroyed. Red Sky Travel Insurance is scamming so many people.

Desired Settlement:
Refund

Additional Comments from Consumer:

Business response
10/25/2023
Dear Sir/Madame:
Please see attached the final response from Arch Insurance Company.
Sincerely,
Laura ******* Arch Insurance
Bureau response
10/26/2023
Michelle ****

**** *****

Dear Michelle ****:

This message is in regard to your complaint submitted on 10/14/2023 against RedSky Travel Insurance. Your complaint was assigned ID *********

BBB has received a formal response from RedSky Travel Insurance. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Sincerely,

Linda *****
************************

MESSAGE FROM BUSINESS:

Dear Sir/Madame:
Please see attached the final response from Arch Insurance Company.
Sincerely,
Laura ******* Arch Insurance
Customer response
10/29/2023

Complaint: ********

I do not accept the response made by the business to resolve this complaint. Please see attached: **** Response-RE 20735726.pdf

Sincerely,

Michelle ****
Business response
11/07/2023
Please see the response from Arch Insurance Company/RedSky.
Bureau response
11/07/2023
Michelle ****

**** *****

Dear Michelle ****:

This message is in regard to your complaint submitted on 10/14/2023 against RedSky Travel Insurance. Your complaint was assigned ID *********

BBB has received a formal response from RedSky Travel Insurance. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Sincerely,

Linda *****
************************

MESSAGE FROM BUSINESS:

Please see the response from Arch Insurance Company/RedSky.
Bureau response
11/12/2023
Mary ****
RedSky Travel Insurance ***** ********* **** ***** *** ********* ***** ** **** ****** ** *****

Re: ID * ******** - Michelle ****

Dear Mary ****:

Thank you for your recent response to Michelle ****. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Linda *****
************************

Bureau response
11/12/2023
Michelle ****

* ** *****

Re: ID * ********* RedSky Travel Insurance

Dear Michelle ****,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Linda *****
************************
Initial Complaint
03/20/2023
Complaint Type:
Product Issues
Status:
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.
My wife and I purchased ski passes with Mountain Collective for the current ski season, along with insurance if there is an injury or physical problem that forces either one of us to not be able to downhill ski for this season and therefore use the pass. As a result of a surgery my wife had on her left foot, she is no longer able to ski. The surgery was at the end of 2019. She did not try to ski until this current season and discovered that she can no longer wear a ski boot and therefore has had to give up skiing altogether. When we purchased these passes in May of 2022, we had no idea that she would no longer be able to ski. The pass has NEVER been used. We contacted Red Sky Travel in early Jan 2023. We filled out the necessary forms and submitted it as well as having her surgeon fill out and fax the doctor's form from his office. When they couldn't find it, the doctor's office sent it again. We have called repeatedly since January of 2023, waited on hold to talk to someone and have been assured that we would receive a call back within 24 hours. We have waited over 8 weeks after repeated calls, for a call back and nothing has happened. There has been no response, email, text, or phone call from Red Sky. Every time we call and wait to talk with a representative, we are told someone will be back with us within the next day. After 8 weeks of this, we have no idea what we should do. The claim number for my wife, ******* ******* is **** *********. We paid $593. for her pass and insurance. This is what we are expecting to be reimbursed. We have sent them all the documentation that they have requested. After all most three months, we would appreciate getting this resolved. Thanks so much. *** ******* (husband) ###-###-####.
Business response
03/28/2023
Attached is the response from Arch Insurance Company/Red Sky.
Initial Complaint
03/12/2023
Complaint Type:
Product Issues
Status:
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.
I added the trip insurance to my day trip to Snowshoe, WV, since it was a ski trip and the insurance advertisement said that they covered inclement weather. Ultimately, I was unable to visit Snowshoe due to inclement weather - they received rain that resulted in icy conditions, which does not mix well with West Virginia roads. The shuttle service that I booked was unable to make the trip and I was unable to complete the trip with my own vehicle. I filed a claim based on the 'inclement weather' coverage, however, I was eventually denied. They only owe me $147 - the cost of the lift ticket and ski rental, so it's not like it's a big deal. However, my experience with this company leads me to believe that they have not intention of fulfilling their service commitments, no matter how minor the cost is- so I want others to avoid falling for the same thing.
Business response
03/20/2023
Dear Sir/Madame: Please see attached the final response from **** ********* *******. Thank you.
Initial Complaint
03/07/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased travel insurance for a vacation I had planned in February which my parents were going on. My dad was diagnosed with prostate cancer in December and needed surgery in February so we couldn’t go on the vacation. I have sent in all the claim forms and my dads doctor send in all the medical south’s proving the medical issue and red sky continues to send me emails stating they need more info. I have called 3 times, sent emails and asked a manager to call me all with no urgency or response. I would like my claim finalized and payment paid back.
Business response
03/08/2023
Attached is the response from **** ********* *******/Red Sky.
Customer response
03/09/2023

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.

Sincerely,
****** *****
Initial Complaint
03/07/2023
Complaint Type:
Product Issues
Status:
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.
We booked a trip to Palm Coast and paid for the RedSky Travel Insurance offered through the rental company. We were unable to check in until 3pm on the day of our reservation. During the hours before that time and after, Hurricane Nicole was crossing Highway 95 in the exact area we would have been driving had we kept our reservation. We saw that Hurricane Nicole was going to be hitting at the same time. We canceled the reservation and made a claim on the Red Sky travel insurance. Apparently, Red Sky wants us to risk our life and limb by driving in a Category 1 hurricane. They denied our claim because the word "Mandatory" was not used for evacuations in Flagler County (adjacent to Volusia County, mind you, where condo buildings were falling into the ocean). We appealed the ruling and sent a screenshot my husband took of Florida emergency management showing evacuations ordered for Flagler County. The screenshot also showed that "Voluntary Evacuations" were ordered for other counties implying that the evacuations WERE NOT VOLUNTARY for Flagler County. They STILL denied our claim. Rest assured that, not only will we NEVER PURCHASE travel insurance through them, but we will NEVER rent from a rental company who contracts with them. I still cannot believe they felt it was acceptable to expect that we would drive through a Category 1 Hurricane and then sit in our rented condo while the storm decimated the East Coast. Absolutely ridiculous!!! This is NOT TRAVEL INSURANCE.
Business response
03/14/2023
Attached is the response from Arch Insurance Company/Red Sky.
Initial Complaint
02/23/2023
Complaint Type:
Billing Issues
Status:
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.
Simply Steamboat "highly suggests buying" travel insurance. We had to cancel our trip because of medical procedures that we're going to have instead. We finally got our money back, minus the service fee, after getting different responses from Simply Steamboat associates and having information sorted out by the manager. However, the travel insurance we bought was suppose to help us get back our service fee. The travel insurance is mentioned on Simply Steamboats site in multiple places and highly recommended....but it's such a scam. Even after giving the medical information for my wife's upcoming procedures, the insurance company wants the doctor to fill out a form that says the doctor "suggested" cancelling the travel plans. So it won't matter what medical procedure you have, this insurance company will hold your claim until the form is submitted and the doctor says they were the ones to suggest you cancel your trip.
Business response
03/03/2023
Attached is the response from Arch Insurance.Company.
Initial Complaint
02/15/2023
Complaint Type:
Billing Issues
Status:
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.
2/3/21 made a reservation and bought trip insurance through RedSky 1/3/22 had to cancel a trip due to COVID 1/3/22 made a claim to RedSky for cancelled trip 1/6/22 RedSky acknowledged our claim and assigned to administrator 1/7/22 We provided additional documentation to them as requested 5/17/22 RedSky states that our claim in under final review 12/25/22 In regards to our follow-up,RedSky states that one of their agents will respond shortly 1/21/23 RedSky replied that they closed the file 6/9/22, denying all benefits, even the cleaning fee. We were never there? Why are we charged a cleaning fee?
Business response
02/27/2023
Please see attached the final response from Arch Insurance Company. Thank you.
Initial Complaint
02/14/2023
Complaint Type:
Billing Issues
Status:
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.
I had a trip planned to a **** in Florida. I had to cancel and they gave me the option of keeping all funds and rescheduling to not lose all my money. I rescheduled the booking to Oct 2022 and I purchased travel insurance as I was recommended to do so because I had to cancel that first time. I ended up having to cancel the reservation due to needing to stay local for infertility treatment. It was within the 60 day timeframe that they require and I have attached a written document by my doctor stating I needed to stay local. I also ended up getting pregnant shortly after and having a miscarriage before the trip. I had my physician write a letter stating she would like me to stay close for monitoring due to the miscarriage and proof there was a viable pregnancy before the miscarriage. The insurance company said that this wasn't an "unforeseen event". They also told me that I couldn't cancel "for any reason" which I was not aware of. Having a miscarriage is not something I planned on having nor did I feel the need to have to go into detail as to medically why I needed to stay local. I felt belittled and we still can't resolve the issue when the trip has been over a year ago. The **** person I talked to recommend me get insurance in case anything came up. Therefore having to explain myself is not needed and to me was a violation of HIPAA. Unless you personally go through something like this people don't understand the toll it takes on someone, especially when I have to further explain every detail to try to get the issue resolved. I paid for insurance for a reason, and the reason for if anything came up. They can't give me any other reason other than it was an "unforeseen event" which is actually stated in the letter from my physician and they take 2-3 months if not longer to even communicate back and forth.
Business response
02/22/2023
Attached is the response from **** ********* ********
Initial Complaint
02/05/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a vacation rental in *******************, ** in Feb. 2022 with trip dates of 11/21/22-11/28/22 thru ************************* (VTrips). When we booked the trip, we also added and paid for trip insurance via Red Sky Travel. I paid a total of $1410.21 in deposits. After Hurricane *** devasted the ******************* area in Sept. 2022, I contacted ************************* and were told that because of the hurricane damage, the condo has closed and that all rental agreements have been cancelled for the rest of 2022 & were told to file a claim. In accordance with the policy, I filed the claim on 11/14/22 (7 days prior to our check-in). I did not hear anything back from Red Sky but would check the status online periodically. I noticed that the claim was closed with a reason of "duplicate claim". I called on 12/17 and 12/22 to try to correct the error. ******* emailed us on 12/22 saying that she had reopened the claim since it was closed in error. I email ******* on 1/3 & 1/6 to check the status but didn't get a reply. I called on 1/9 & 1/10 and ******* said ******* would get back to me. On 1/11 ******* emailed saying "claim is being processed and to allow 3-5 more days for finalization". I emailed ******* on 1/18 to check status and received no reply. I called on 1/19 and 1/23 and also sent an email, resulting in no reply. I called again on 1/25 and 1/26 with ******* assuring me he would look into it and have ******* get back to me. I received an email from ******* on 1/30 stating "claim is under management review pending finalization as of 1/25/23. Review can take 3-5 business days. Your claim left my desk as of 1/25/23". On 2/1, I noticed that the status online had changed to "duplicate". I called and spoke with ***** and explained the situation and she said she would look into it and call me back. She has not replied and I've called and left messages for her on 2/2 and 2/3. I just want our claim paid out since it meets all of the criteria of the insurance policy.
Business response
02/15/2023
Attached is the response from Arch Insurance Company.
Customer response
02/23/2023

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.

Sincerely,

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

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