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:03/11/2025

  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 bought soccer insurance for 2 of my teens when I registered them for spring season on 2/17/25. The term effective date and covered season as stated on their policy 4/20-6/22/25. 1 of them cant play due to not enough players signing up so the soccer program emailed apologizing and assured a refund is coming for the paid season. However when I contacted Battleface requesting my insurance premium refund as well for a season that hasnt started yet therefore term hasnt started yet, they tell me the reason doesnt fall under what they deem as 1 of the reasons reason for refund. This is theft. Its like if you were to go buy a car and you buy insurance for it then you change your mind and dont buy the car, the insurance company doesnt keep your premium for something that doesnt exist. You get your money back.

  Business Response

  Date: 03/12/2025

  Upon reviewing the complaint, since the program was cancelled due to insufficient participation, a refund of $16.28 has been requested from the point of purchase to be issued to the customer.

  Customer Answer

  Date: 03/12/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:08/09/2022

  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 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

  Date: 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
  ###-###-####
  **************************