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Travel Guard Group, Inc.

Phone: (715) 345-1041 Fax: (715) 345-1141 View Additional Phone Numbers 3300 Business Park Dr, Stevens Point, WI 54482 View Additional Email Addresses http://www.TravelGuard.com



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Description

This company is a provider of travel insurance plans and assistance services covering travelers worldwide. The plans offer coverage for vacation and trip cancellation, travel interruptions and delays, emergency medical and health expenses, lost baggage and more. The company covers leisure and business travelers alike and helps them prepare for the unexpected with an array of plans including cruise insurance, flight insurance, travel medical expense insurance, international insurance and more.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Travel Guard Group, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Travel Guard Group, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 176 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

176 complaints closed with BBB in last 3 years | 56 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 26
Billing/Collection Issues 6
Delivery Issues 3
Guarantee/Warranty Issues 8
Problems with Product/Service 133
Total Closed Complaints 176

Customer Reviews Summary Read customer reviews

27 Customer Reviews on Travel Guard Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 0
Negative Experience 22
Total Customer Reviews 27

Additional Information

BBB file opened: January 01, 1985 Business started: 01/01/1985 in WI Business started locally: 01/01/1985 Business incorporated 05/03/1994 in WI
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Commissioner of Insurance
125 South Webster Street, Madison WI 53703
http://oci.wi.gov/oci_home.htm
Phone Number: 6082663585 8002368517
Fax Number: (608) 266-9935

Type of Entity

Corporation

Business Management
Mr. Matthew Fuchs, Claims Director
Contact Information
Customer Contact: Mr. Matthew Fuchs, Claims Director
Business Category

Insurance - Travel Insurance Services Insurance Agencies and Brokerages (NAICS: 524210)

Alternate Business Names
AIG Travel Travel Guard Travel Guard Insurance
Industry Tips
Before You Buy

Customer Review Rating plus BBB Rating Summary

Travel Guard Group, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 3300 Business Park Dr

    Stevens Point, WI 54482 (715) 345-1041 (800) 826-1300

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Travel Guard insurance on March 3, 2016 through Interval International for my husband and I. On April 13, we went a doctor and found out my husband was too sick to travel for the next six weeks. The doctor wrote on doctors stationery that he could not travel for six weeks. Our reservation was May 6-13, 2016. We contacted Travel Guard on April 28, 2016. We did everything they told us to do such as contacting Interval International and having the doctor fill out a mountain of paperwork. I have an email that states they received all the paperwork and were going to review it. My husband could not travel because he got an infection in his bone which could be deadly if not treated. He had infusions twice a day for what ended up being several weeks. A home health nurse came to our home at least once a week to clean the picline and draw blood. He was to visit the doctor at least once a week. I do not see how TravelGuard could say he was well enough to travel. Believe me I wish he was well enough to travel. We were really disappointed about not getting to go on the trip. I have contacted Travel Guard more than once recently to ask the status of our claim and have gotten no response. The Claim Number **********

Desired Settlement: To approve our claim and let us know soon the status of our claim.

Business Response:

7/20/16

To whom it may concern, 

Thank you for the opportunity to provide a response to Ms. *******’s recent concern regarding her Trip Cancellation claim (**********).

At this time, we do acknowledge that the documentation for the Trip Cancellation claim was not reviewed timely, and that our request for the additional documentation was not done so on a timely basis.  We do apologize for this delay, and any inconvenience this delay has caused.

To provide an update on the claim, our records indicate that this claim was requested for payment for the full amount of available coverage, which totaled $1000.  Our records also indicate that the assigned adjuster sent a letter to the insured with the payment information on 7/11/16.

If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

***** ****** (Complex Claims Adjuster)

Consumer Response: [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

7/18/2016 Problems with Product/Service
6/29/2016 Problems with Product/Service | Complaint Details Unavailable
6/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Prior to a mountaineering expedition to Mt McKinley (20, 310') Denali I purchased trip interruption travel insurance from Travel Guard that was advertised as suitable for adventure travel. "Adventure Pak" I believe. During the expedition I became ill to the point where I was advised by the lead guide that I would not be able to continue the expedition for safety reasons. The lead guide was the most medically qualified person in our group. I have also had advanced wilderness medical training. We were not able to diagnose the cause of the illness onsite. More details of the illness were sent to Travel Guard. I was able to hike out with another group. On returning to Anchorage I changed my flight and returned to my home town as quickly as I could. I saw several doctors as soon as I could back in Boise in an attempt to diagnose the cause and ensure there would be no subsequent issues. Travel Guard denied my medical bills despite the fact that my trip was interrupted. They claimed that I should have seen a doctor before I left the trip. There was no professionally certified "doctor" in our group. I returned to Boise rather than waiting to try to get a doctor in Anchorage because I believed 1. I would get better care in Boise by first seeing my regular doctor who is familiar with me and my climbing history 2. Staying in Anchorage would only incur additional expenses for both myself and the travel company 3. Delaying my ability to see a doctor would mean diminishment of the symptoms and likely made diagnosis more difficult and costly. I explained the situation to various representatives of the company several times but in spite of my best intent efforts to manage costs for all they insisted on denying the claim. Their product was positioned as being for adventure travel so they should be aware that situations like that arise where access to medical care is not immediately available. I do not think I should be penalized for doing the right thing. I would add that apart from sticking to the letter of their fine print which contradicts their advertising and marketing they also managed to lose my documentation several times, buried me in paperwork and generally seemed to drag the process out. The impression I was left with was that they were either uninterested in how their customers perceive them, that their priority was finding ways to decline payments, or that the delays and paperwork would lead someone to give up on their claim.

Desired Settlement: I am seeking a payment of $1484.73 This does not even account for the hours and hours of work involved in assembling and re-sending paperwork and on calls to various parts of the organization.

Business Response:

6/4/16

To whom it may concern, 

Thank you for the opportunity to provide a response to Mr. ******’s recent concern regarding his Medical Expense claim (*******).

The insured’s claim for the medical expenses was denied because there was no documented treatment by a Physician during the complainant’s trip, which is required in order for the medical expense coverage to be applicable.

Please refer to the policy wording, which states in pertinent part:

ACCIDENT SICKNESS

MEDICAL EXPENSE BENEFIT

If, while on a Trip, an Insured suffers an Injury or Sickness that requires him or her to be treated by a Physician, the Company will pay a benefit for Reasonable and Customary Charges, up to the Maximum Limit and after satisfaction of the Deductible shown in the Schedule or Declarations Page. The Company will reimburse the Insured for Medically Necessary Covered Expenses incurred to treat such Injury or Sickness within 365 days of the date of the accident that caused the Injury or the onset of the Sickness provided the initial documented treatment was received from a Physician during the Trip. The Injury must first occur or the Sickness must first begin while on an overnight Trip with a Destination of at least 100 miles from the Insured’s Primary Residence, while covered under the Policy.

 

Submitted claim documentation indicated that the complainant did not seek documented treatment from a Physician until he returned home from the scheduled trip.  Therefore, since there was no treatment by a Physician during the Trip, coverage is not applicable based on the policy wording above, and the claim for the medical expenses incurred once returning home from the trip remains denied.

If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

***** ****** (Complex Claims Adjuster)

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

As explained previously I did not seek a doctor on the trip because none was available. I did not seek a doctor in Anchorage because it would have incurred additional costs for them and me and because it would have taken days to get an appointment when my own doctor would have been better qualified. I think it is extremely disappointing that the company wants to stick to the letter of their fine print when I was trying to help. Especially from a company that should know better when they claim to be in the adventure travel business.


Regards,

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

Business Response:

6/9/16

To whom it may concern,

Thank you for the opportunity to provide an additional response to Mr. ******’s recent concern regarding his Medical Expense claim (*******).

The insured’s claim for the medical expenses was denied because there was no documented treatment by a Physician during the complainant’s trip, which is required in order for the medical expense coverage to be applicable.  While we do understand Mr. ******’s concerns and appreciate his position on the circumstances regarding the medical expenses, we must adjudicate each claim and circumstance based on the policy wording contained in the insured’s purchased policy.  Unfortunately, the policy wording below is very clear in stating that the initial documented treatment is received from a Physician during the Trip.

Please refer to the policy wording, which states in pertinent part:

ACCIDENT SICKNESS

MEDICAL EXPENSE BENEFIT

If, while on a Trip, an Insured suffers an Injury or Sickness that requires him or her to be treated by a Physician, the Company will pay a benefit for Reasonable and Customary Charges, up to the Maximum Limit and after satisfaction of the Deductible shown in the Schedule or Declarations Page. The Company will reimburse the Insured for Medically Necessary Covered Expenses incurred to treat such Injury or Sickness within 365 days of the date of the accident that caused the Injury or the onset of the Sickness provided the initial documented treatment was received from a Physician during the Trip. The Injury must first occur or the Sickness must first begin while on an overnight Trip with a Destination of at least 100 miles from the Insured’s Primary Residence, while covered under the Policy.

Submitted claim documentation indicated that the complainant did not seek documented treatment from a Physician until he returned home from the scheduled trip. Therefore, since there was no treatment by a Physician during the Trip, coverage is not applicable based on the policy wording above, and the claim for the medical expenses incurred once returning home from the trip remains denied.

If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

***** ****** (Complex Claims Adjuster)Tell us why here...

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vacation insurance policy with A.I.G (for $141) Months in advance and had to cancel my vacation due to a financial hardship. I was refunded The price of my vacation through the travel agency. When i Called travel Guard and explained the situation to try and get my refund for the insurance i purchased for this trip, they said that i would have to request it in writing which i did. I Explained to travel Guard that i had a financial hardship and would like a refund. I received a email back stating that they do not do refunds only future travel voucher. Which i The wrote them back explaining I will not be taking any trips again due to the hardship. I asked if i could have a refund and i think it is ridiculous that i can not have a refund especially since i canceled this well in advance. 8 months to be exact. I could really use that money to help with my hardship. Please help.

Desired Settlement: I would just like my money refunded back to me minus the $6 processing fee. I could afford to lose $6. Not $135. I would also like to let other consumer know how unprofessional this company truly is.

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

thank you very much for your help. i have received a email from the business stating that they will refund my money as i requested. I thought i would just let you know that they have settled with me and i will keep you posted if they actually refund the money. they said that it will take anywhere from 48-72 hours.

Regards,

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


5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a travel insurance policy. We had to cancel our policy because my husband was diagnosed with cancer and required immediate treatment. The claim was filed two months ago. I received no response (other than establishment of claim)from the adjuster. I have sent numerous messages to their message center. Last week I wrote another message expressing my disappointment in lack of service and response. Almost a week later I was notified that a page was missing from the fax I sent them six weeks ago. (No prior response until my latest msg about the service. I resent the missing page, expressed in the msg center to the adjuster that the document had been sent and because it had previously taken another msg to get any response, and six weeks had lapsed, I requested acknowledgment of requested document. No acknowledgement was received. Then I called the adjuster's direct line and received a voice msg. I called again--same response--I then called and asked to speak to a supervisor. The customer service representative advised that the supervisor was not available as she received a voice message. I then asked to speak to anyone in management--the representative said she tried all numbers and received only voice messages. I asked if there was any other person I could speak with and she apologized, and said there was not. In summary, over two months have passed, my messages are not acknowledged, and I am not able to elevate the problem. This is the worst instance of customer service I have ever experienced. Regardless of how busy they are, it is unspeakable that I should have these experiences. When I compound this dilemma of not being able to be paid several thousand dollars due to the trip cancellation, with the fact that the money could be very helpful during cancer treatment, the whole situation is overwhelming!

Desired Settlement: Immediate payment

Business Response:

5/23/16

To whom it may concern, 

Thank you for the opportunity to provide a response to Ms. *****’s recent concern regarding her Trip Cancellation claim (UC81731326).

At this time, we do acknowledge that the documentation for the Trip Cancellation claim was not reviewed timely, and that our request for the additional documentation was not done so on a timely basis.  We do apologize for this delay, and any inconvenience this delay has caused.

To provide an update on the claim, our records indicate that this claim was requested for payment for the full amount of charged cancellation penalties, which totaled $4078.  Our records also indicate that the assigned adjuster called and advised of the forthcoming payment on 5/20/16.

If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

***** ****** (Complex Claims Adjuster)

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

I received the check!  Yeah!  Thank you ever so much for your help.  It certainly made a difference, and I appreciate all your efforts!  Thanks again!


5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I TRAVEL TO ISRAEL ON DEC/15, MY BAGGAGE WAS LOST, ONE WAS FOUND AFTER 14DAYS OF MY TRIP, THE OTHER STILL MISSING, MY TRIP WAS INTERRUPTED , I HAVE TO STAY A DAY BY THE AIRPORT HOTEL TO RECEIVE MY BAGGAGE, ALSO I HAVE TO CANCEL THE TRANSPORTATION PLAN, TO MY VILLAGE. AS MY TRIP WAS ONLY 21 DAY IN THE VILLAGE I HAVE TO BUY EVERYTHING I NEED AS THE FIRST BAGGAGE WAS DELIVERED TO MY AFTER 14DAYS. ON JAN/8 I FILLED AN INSURANCE CLAIM NUMBER ( ********** ), THEY CONTACT MY AFTER 2 WEEKS TO ASK FOR THE RECEIPT OF THE ITEM THAT WAS LOST, AND THE ITEM THAT I BUY FOR THE TRIP. I SUMMIT IT THE NEXT DAY, AFTER 13 DAYS I CONTACT THEM THEY SAID IT WOULD BE A MONTH, AFTER A MONTH THEY SAID THAT I HAVE TO SEND THEM THE ORIGINAL RECITES BY MAIL. I DID SO, AND SINCE MARCH I CALLING AND THEY TELL ME IT TAKES TIME, I CALLED I APRIL AND TOLD THEM I WILL GO TO THE COURT, SO ( MR. JAMES PAGE ) THE SENIOR VICE PRESIDENT AND CAO, SEND A MAIL THAT HE WILL COMPLETE MY CLAIM ON OR BEFORE MAY/1. ON APRIL 21ST. ( ******* ************ ) A CLAIM ADJUSTER CONTACT MY TO ASK THE THE AIRLINE SETTLEMENT, SO I SEND HER THE AIR LINE CHECK THE NEXT DAY BY E-MAIL. BUT SINCE NOTHING HAPPENED, I SEND JAMES PAGE ON MAY 1ST. BUT HE DIDNT RETURN MY EMAIL.

Desired Settlement: AS THE AIRLINE PAID FOR THE ITEM IN LOST BAGGAGE, THOUGH THEY PAY ME ONLY FOR THE LAPTOP, AND THE IPHONE 6S ( THOSE THE ONLY ITEM IN IT THAT I HAVE RECEIPT FOR IT). THE INSURANCE HAVE TO PAY FOR THE 1- TRIP INTERRUPTION ( HOTEL, MEAL, CARS) 580$ 2- THE ITEM I BOUGHT TO SURVIVE 21DAY 1880$ 3- THE OTHER ITEM IN THE LOST BAGGAGE THAT THE AIRLINE DIDN'T PAY FOR 390$ TOTAL: 2850$

Business Response:

5/11/16

To whom it may concern, 

This is in response to the concern raised by ****** ****** regarding his claim (#**********). 

The correspondence included a letter from the insured expressing dissatisfaction regarding the handling of his claim regarding the baggage issue.  On 5/10/16, the assigned adjuster made payment on Mr. ******’s claim and contacted the insured regarding the payment and the processing of his other claim under the TI portion of the policy.  We acknowledge that the insured’s documentation was not reviewed timely and we apologize for any inconvenience this delay may have caused.

While we understand the insured’s position, we must adjudicate the claim based on the terms and conditions of the purchased policy. 

Thank you for the opportunity to review and respond to ****** ******’s concerns.  If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

***** ****** (Complex Claims Adjuster)

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They will pay 390$ for the lost luggage and 100$ for the delayed one. But they said the trip intruption still under review.


[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

Business Response:

5/20/16

To whom it may concern, 

Thank you for the opportunity to provide a response to Mr. ******’s recent concern regarding the remaining coverage under his claim.

As stated previously, we have paid out under the baggage portion of Mr. ******’s policy, and on 5/13/16, we have made an additional payment of $100 under the remaining coverage.  This amount represents the maximum amount allowed per day per the scheduled benefit.

While we understand the insured’s position, and sympathize with him for the situation that occurred while he was traveling, we must adjudicate the claim based on the terms and conditions of the purchased policy. 

If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

***** ****** (Complex Claims Adjuster)

Consumer Response: [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

5/14/2016 Problems with Product/Service | Complaint Details Unavailable
4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance for a vacation. We are unable to leave. My mother suffers from depression due to the death of my father. Unfortunately she has had a set back. I have told I need documentation from her doctor. She is reluctant to seek additional help, as she feels it will be an admission of mental assistance needed. While I appreciate that the insurance company would like validation, I paid in good faith and was not told I would have to spend more money to receive my week back that I exchanged with interval international. Furthmore. I am now being told it can take up to 6 weeks to be reimbursed for either my week or my exchange fee... Not both. I would not be exchanging therefore I should be receiving both my weekend the resort exchange fee. I paid 179.00 to exchange and an additional 66.00 and 49.00 for the privilege of insurance. They said you can only get your money back or the week, not both. Interval international informed me to call back when it is denied...I said when...don't you mean if...and they said that it often is denied and then interval has to step in. I want to be done and out of my money for the sham insurance, I want the 179.00 back I paid to exchange and my week back to use when she is able to travel.

Desired Settlement: I would like my exchange fee that I will not be using 179.00 and my week returned as this is the insurance I was assured I was paying for...not either or. I do not want to have to spend additional money for me to further upset my mother to justify this claim, which I was not told I would need prior to purchase. I do not want to wait 6 weeks for reimbursement.

Business Response:

3/28/16

To whom it may concern, 

This is in response to the concern raised by Ms. *******-******** regarding her trip cancellation claim (UC81738879). 

The latest correspondence included a statement from the insured indicating that she is not happy with the claims process, and that she would like a refund on the amount paid for the Interval exchange, and her week back thru the provider.

We understand Ms.  *******-********’s concerns, however we must adjudicate each claim according to the purchased Description of Coverage.  As of today’s date, we have not received any of the requested and required information needed to further process our insured’s claim.

Once the required documentation is received from the insured, we will further process the claim and make the final claim determination at that time.

Thank you for the opportunity to review and respond to Ms. *******-********’s concerns.  If Ms. *******-******** has any further questions related to her claim, we welcome her to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

***** ****** (Complex Claims Adjuster)

4/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase travel insurance on 3 airline tickets from travel guard company for my trip to Florida. My husband got sick and impatient and we could not travel . I filed a claim and submitted all the papers from the doctors. till now it has been more than 3 months didn't get any reimbursement. Every time I call thy tell me will be done in the next 10 days and I don't know how many 10 days have passed till not and nothing happened

Desired Settlement: pls refund my travel tickets money as per claim number *********

Business Response:

3/23/16

To whom it may concern, 

This is in response to the concern raised by **** ****** regarding their trip cancellation claim (#*******). 

The latest correspondence included a statement from the insured indicating that they are not satisfied with the processing time thus far with the claim.  We received additional information on 3/10/16, and the claim will be further processed with that information.  We handle the claim processing based on when the documentation was received, and process claims in date order. 

We apologize with the delay in processing this specific claim, but it will be processed shortly.

Thank you for the opportunity to review and respond to **** ******’s concerns.  If **** has any further questions related to the claim, we welcome **** to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

******* ***** (Claims Manager)

/dr

4/3/2016 Problems with Product/Service
4/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was scheduled to depart for a 5 day cruise on Feb. 20, 2016; however, due to my travel partner and I's work schedule change that occurred in January, our request for time off was denied. This is why you buy travel insurance. Not just that, but I had undergone sinus surgery the past October and almost died. Due to my nasal surgery, I would not be healed enough to attend the concerts on the cruise (it was Axes and Anchors, I purchased the VIP tickets and it cost $7,538.00 for us to have VIP access to all concerts on the ship, the main purpose of the trip). Since the schedule change and lay-offs within our workplaces, we would loose our jobs if we went on the cruise instead of canceling. We submitted the notarized letters from our employers to TravelGuard on 2/23/16 and 3/14/16. We notified them that our cruise was cancelled and opened the claim on 2/1/16. I was informed on 2/1/16 that after receiving the documents, it would take a week to make a decision and another week to receive the check (I was urged to gather all information quickly). When I sent the information on 2/23/16 (it took the employers a little while to get the letters written/notarized), I waited 14+ days before calling. When I called, the claims representative told me that it took 30 days after receiving the initial documentation to make a decision, and that all information was received by fax on 2/23/16. They also informed me that they received and scanned the physical (original) documents I mailed through certified mail on 3/14/16. They told me all of the information needed for the claim was there, and my analyst had it. They told me I should be contacted by, or on, 3/23/16 with a decision. I was not. I emailed the company on 3/24/2016, and they just sent my information to the analyst today (3/29/16), stating she would contact me as soon as possible. She has not. In their policy, it stated full reimbursement for cruises cancelled due to my situation, and the documentation needed to complete the claim is a notarized letter from the employer, they have that.

Desired Settlement: I would like to have my claim settled and be awarded the requested $7,538.00 I paid for the cruise.

Business Response:

To Whom it May Concern:

We have completed our review of Mr. *******’s Trip Cancellation claim for response to the concerns Mr. *******’s raised in his complaint.  According to our records, reimbursement has been requested for Mr. *******’s Trip Cancellation claim. 

Should Mr. ******* have any questions, we welcome him to contact our claims department at *************.

Thank you for the opportunity to review and respond to Mr. *******’s concerns.

Sincerely,

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

Claims Director

/by

Consumer Response: [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travel Guard travel insurance was purchased with our Spirit Airline tickets in November 2015 for a flight to Los Angeles in January 2016. The original intent of purchasing was in case of bad weather and our flight was cancelled. Turns out, my husband got sick and saw his doctor. He was highly contagious and was told he could not travel and remained under the doctor's care for another week. This happened the day before we were scheduled to fly. The first doctor neglected to give a doctor's note so he went back two days later and finally got a note. We tried to cancel our Spirit Airline reservations and rental car but because it was within a 24 hour period, we were told to use the Travel Guard insurance and make a travel claim for reimbursement. On approximately 17 January 2016, I sent the appropriate documents via a submitted claim using Travel Guard's website: www.aig.com/travelclaims. I submitted what the online claim form requested: Itinerary and travel costs for all three airline tickets (myself, my husband and our daughter), the doctor's note from our family doctor and the proof of travel insurance coverage. Two weeks went by before I ever heard from someone. When I finally heard from a man named Nathan, he said my supporting documentation did not go through so I resent it again in another claim. That claim number is UC81695630. I did not get that claim number until the first week of February when my claim was assigned to someone else because Nathan had left the company. I've been in routine correspondence with ******** **********, one of the claim representatives. She indicated that an adjudication of our claim could not be made without actual diagnosis of illness and treatment received and why my husband could not travel. She even attempted to call our doctor's office directly (without my knowledge) to request a form with the information. Under the HIPAA Privacy Policy, we do not allow the doctor's office to release any information to anyone besides each other. The doctor's office indicated to me they were extremely concerned as to why a travel insurance company would need the information since it did not involve a motor vehicle accident or anything related to a motor vehicle. Here we are nearly two months later and there has been no adjudication of my claim asking for $1200+ dollars (actually $300 less than the actual cost of the travel tickets, rental car and a hotel). I am looking for some resolution to this case. Ms. ******** ********** has not been very forthcoming with any information and continues to say they cannot make a case without knowing the diagnosis, which my lawyer has indicated she has no need to know that information.

Desired Settlement: $1200 in refund for cost of airline tickets for three passengers and the rental car.

Business Response:

3/23/16

To whom it may concern, 

This is in response to the concern raised by ****** D***** regarding her trip cancellation claim. 

The latest correspondence included a statement from the insured indicating that she is not happy with the claim’s processing time and to state that they will not be submitting any further documentation regarding the claim. 

We have requested medical information from the treating doctor to verify the condition that caused the trip to be canceled.  We require this information because there are certain medical conditions that are excluded from coverage under the trip cancellation coverage, and we need to know if the medical condition is considered pre-existing per the policy language.

Please refer to the policy wording, which states in pertinent part:

Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred. The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss. Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, Cruise or other tickets if he/she is claiming the value of those unused tickets.

We understand the concerns of the insured, however in order to process the claim further, the requested medical information regarding the actual diagnosis, date of diagnosis, and dates of treatment is required before the claim can be properly adjudicated.

Thank you for the opportunity to review and respond to Ms. D*****’s concerns.  If Ms. D***** has any further questions related to his claim, we welcome him to contact our Claims Department at ###-###-####.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

******* ***** (Claims Manager)

/dr

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please note that in all my dealings with Ms. ********** at Travel Guard, she never once mentioned to me that the credit card statement showing the charges was a required document.  It was also not clearly expressed as a required document in the Travel Guard claims request database.  The only thing that Ms. ********** continued to request was a diagnosis of my husband's illness and that is all she kept asking me for in order to complete the claim.  (The doctor's office will not provide a diagnosis in writing for HIPAA Privacy purposes and our lawyer says it should not be a requirement to adjudicate this case since the doctor's note was sufficient enough and it was previously provided. I previously sent the airline receipt from Spirit Airlines, along with the itinerary breaking down the cost per traveler.  Attached you will find the screenshot of my credit card statement from the Spirit Airlines charge.  I will not forward the entire statement so I hope the screenshot of the charges will suffice.  Thank you for your attention to this matter.

Regards,

****** D*****


Business Response:

3/28/16

To whom it may concern,

Please see our original response below to the complainant’s concerns. 

The information that is required is requested below.  We will be able to further process the complainant’s claim when the requested information is received.

Sincerely,

******* ***** (Claims Director)

/dr

3/23/16

To whom it may concern, 

This is in response to the concern raised by ****** D***** regarding her trip cancellation claim. 

The latest correspondence included a statement from the insured indicating that she is not happy with the claim’s processing time and to state that they will not be submitting any further documentation regarding the claim. 

We have requested medical information from the treating doctor to verify the condition that caused the trip to be canceled.  We require this information because there are certain medical conditions that are excluded from coverage under the trip cancellation coverage, and we need to know if the medical condition is considered pre-existing per the policy language.

Please refer to the policy wording, which states in pertinent part:

Trip Cancellation and Trip Interruption Proof of Loss:The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred. The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss.Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, Cruise or other tickets if he/she is claiming the value of those unused tickets.

We understand the concerns of the insured, however in order to process the claim further, the requested medical information regarding the actual diagnosis, date of diagnosis, and dates of treatment is required before the claim can be properly adjudicated.

Thank you for the opportunity to review and respond to Ms. D*****’s concerns.  If Ms. D***** has any further questions related to his claim, we welcome him to contact our Claims Department at 1-866-350-3256.

Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Sincerely,

******* ***** (Claims Manager)

/dr

Business Response:

To whom it may concern:

We are in receipt of the credit card statement; however we still require the medical information previously requested to determine coverage as outlined in the policy purchased.  The policy purchased excludes certain medical conditions; therefore further information is required in order to determine coverage. 

Once the additional medical information is received, we can continue to review the claim.

Sincerely,

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

Claims Director

/by

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My lawyer has stated that there is NO NEED for you to know what my husband was diagnosed with.  The doctor will NOT put that in writing as it goes against HIPAA Privacy regulations and doctor/patient confidentiality.  All my husband was told was that he was highly contagious and should remain out of public for at least a week and remain under the doctor's care if he did not improve.  This included boarding a flight and flying across country!

The physician's letter which was submitted previously in January is the ONLY document the physician will give us and my lawyer has advised that is all that you need to adjudicate this claim.  The illness was acute in nature and kept him out of work for one week.  If his employer can accept it, you should, too.

I am NOT satisfied with this decision and this is the LAST of the discussion regarding this letter.  I cannot provide anything further and the doctor has indicated they will NOT put a diagnosis on paper because of our HIPAA statement which we signed indicating that NOBODY will be told of a diagnosis except each other.


Regards,

****** D*****

3/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was informed that my insurance (purchased on March 8th) was non-refundable after my flight was canceled. A charge was executed on my card, despite the flight being canceled. I was informed there was "nothing we can do" and that I would be purchasing insurance for a ticket that didn't exist. This is poor business, and I will not being doing business with them again. According to them, I have purchased a service that is unusable, and I am stuck with the consequences.

Desired Settlement: Refund insurance cost deducted from my credit card, due to a lack of service provided.

Business Response:

RE: BBB Complains # ********

Unfortunately we are not able to review the complaint until we have the policy information.

We have tried to contact the customer via the phone number that was provided and were not able to connect successfully. We have emailed the customer requesting more information, including their policy number. We will await their reply.

                                

Our company always strives to give the finest quality service to our customers, while administering the contract as it is written.  

3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I planned a trip to Puerto Rico for 3/25/2016 with our 9 month old son, when we planned this trip there was not an outbreak of the Zika Virus there. Currently the Zika virus is at a level 2 travel alert with the centers for disease control and prevention. We decided that it would not be a good idea to go on this trip since I am trying to get pregnant and even if I didn't get infected, my husband could and he could potentially infect me and my unborn child. So I called the ###-###-#### last night and was informed that we could not get a refund of our money that ONLY IF we went on our trip and I was infected by the virus would they refund me my money. We paid $196 to add this insurance onto our trip in case there was an emergency, well I would say an outbreak of Zika Virus is an emergency. I was told "this is not a disease and that they will not cover our trip reimbursement because of being feared that we might get something" I am sorry but this policy is insane. This "Virus" is something that is VERY VERY serious and my trip should absolutely be covered and reimbursed.

Desired Settlement: complete refund!

Business Response:

3/14/16

To whom it may concern, 

This is in response to the concern raised by Ms. **********.  According to the information provided, the trip was canceled due to fear of catching the Zika Virus while traveling in Puerto Rico.

The statement received from the policy holder indicated that they did not want to travel to Puerto Rico because of the Zika Virus outbreak.   We appreciate the opportunity to review the information presented in the policy holder’s statement.  It appears that through a conversation with our call center representative, the policy holder was informed that there was no coverage under the policy due to the fear of,  or anticipation of catching the virus while traveling.

Please refer to the policy wording, which states in pertinent part:

Part A - TRAVEL PROTECTION

TRIP CANCELLATION/TRIP INTERRUPTION

The Insurer will pay a benefit, up to the maximum shown on the Schedule of Coverages and Services, if the Insured is prevented from or unable to continue taking his/her Trip due to the following Unforeseen events:

(a) Sickness, Accidental Injury or death of the Insured, Traveling Companion, Family Member or Business Partner; which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip……

DEFINITIONS

“Sickness” means illness or disease which is diagnosed or treated by a Physician after the Effective Date of insurance and while the Insured is covered under the Policy.

At this time, there is no indication that a claim has been filed by the policy holder regarding the canceled trip.  Based on the limited documentation included in your statement, it would be determined that no benefits are available under the terms of your policy, because there is not a documented Sickness that was diagnosed or treated by a Physician.  While we wish the outcome of our review could have been more favorable, we must adjudicate each situation in accordance with the terms and condition of the policy purchased by our Insured.  Therefore, we are unable to consider coverage at this time, as there is no claim filed and the reason falls outside the scope of the coverage purchased.

Thank you for the opportunity to review and respond to Mr. Younger’s concerns.  If Mr. Younger has any further questions related to his claim, we welcome him to contact our Claims Department at 1-866-350-3256.

Sincerely,

******* ***** (Claims Manager)

/dr

3/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Travel Guard has denied the trip cancellation benefits in our purchased policy stating that the policy did not become effective prior to the naming of winter Storm Jonas and therefore was foreseeable (the policy was actually purchased prior to the naming of the storm but became effective hours after the naming of the storm). Travel Guard's denial specifically states that the naming of winter storm Jonas prior to the effective date of the policy is the reason that they refuse to pay trip cancellation benefits. Our claim for payment of trip cancellation benefits (explicitly provided in our policy) is based on three FACTS: 1. Our policy makes no mention whatsoever as to the naming of winter storms as being a determining factor in how Travel Guard defines winter storms as being foreseeable, 2. Travel Guard has provided specific guidance on their website that clearly shows the thresholds that must be achieved to enable a policy holder to claim trip cancellation benefits resulting from winter storms. And this information makes no mention whatsoever as to the naming of winter storms as being an essential part of Travel Guard's decision-making regarding the payment of trip cancellation benefits. This is the only guidance regarding winter storms provided by Travel Guard, and 3. We have provided Travel Guard the specific information satisfying the requirements stated on their website and they have denied the claim after its initial submission and again after we requested it be reviewed by their appeals department. On both occasions, the naming of winter storm Jonas and the effective date of the policy is given reason for denial. On both occasions, Travel Guard made no mention of the fact that we met the criteria for claiming trip cancellation benefits for winter storms. Link to Travel Guard website below: http://www.travelguard.com/whybuy/winterstorms.asp?intcmp=clc-001-Nav-3-WinterStormGuard In summary, the thresholds provided on the Travel Guard website are pretty clear...the purchaser of insurance has a clear expectation that if the policy was purchased 24 hours before a watch or warning was issued, then Trip Cancellation and Interruption losses are not excluded from the policy. Please note that a prospective customer sees no mention whatsoever about named winter storms being part of this metric. The absence of any language regarding named winter storms as being an essential part of how they treat winter storm trip cancellation claims on their website or in their policies, and is only known to the customer after a claim is filed, constitutes a gross misrepresentation as how trip cancellation claims are actually being treated by Travel Guard. Although we feel that the use of named winter storms to define "foreseeable" is a highly questionable practice (the National Weather Service does not acknowledge the naming of winter storms and has asked others to refrain from doing so), we understand it is Travel Guard's right to do so. But they are using this specific and controversial metric without any mention of so in their insurance policies and on their website. In fact, their website states something entirely different. The insured is only made aware of this additional storm naming metric when Travel Guard actually denies a claim due to the timing of a named winter storm. The Travel Guard winter storm requirements as defined and stated by Travel Guard have been met, and this claim to pay trip cancellation costs is not excluded from our policy and should be paid.

Desired Settlement: Payment of Claim for Trip Cancellation Costs

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ******* regarding his Trip Cancellation claim.

According to the information provided, the trip was cancelled due to winter storm Jonas.  It is noted that Jonas became a named storm on 01/19/2016.  In order for coverage to be available for this named peril, the insurance must have been purchased on or before 01/18/2016.  The insurance policy was purchased on 01/19/2016 with an effective date of 01/20/2016.  Unfortunately, as the insurance was not purchased on or before 01/18/2016 benefits would not be payable under Trip Cancellation as the winter storm Jonas was no longer Unforeseen.

Please refer to the policy wording, which states in pertinent part:

EFFECTIVE AND TERMINATION DATES

Effective Date: Trip Cancellation coverage will be effective at 12:01 a.m. Standard Time on the date following payment to the Company of any required plan cost.

TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(b) Inclement Weather causing delay or cancellation of travel for at least 24 consecutive hours;

Inclement Weathermeans any severe weather condition which delays the scheduled arrival or departure of a Common Carrier or prevents the Insured from reaching his/her Destination when traveling by a rented or owned vehicle.

Unforeseenmeans not anticipated or expected and occurring after the effective date of coverage.

While we understand Mr. *******’s position in this regard we must also consider when the event that ultimately caused the cancellation first began.   In this case the winter storm that caused the loss started prior to the purchase of the policy and the effective date of coverage. 

Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy.  While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.

Thank you for the opportunity to review and respond to Mr. *******’s concerns.  If Mr. ******* has any further questions relating to his claim, we welcome him to contact our Claims Department at 1-866-350-3256.

Sincerely,

******* ***** (Claims Manager)

/ss

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Rejection of Travel Guard’s Claim Denial


We reject Travel Guard’s denial of our claim as falling outside of the scope of the coverage purchased.  To restate, our claim for trip cancellation benefits (as provided for in our policy) is based on three facts:
Our policy make no mention of the naming of winter storms as being a determining factor in how Travel Guard defines winter storms as being foreseeable;
Travel Guard has provided specific guidance on their website that clearly describes the thresholds that must be achieved to enable a policy holder to claim trip cancellation benefits resulting from winter storms. The Travel Guard website makes no mention whatsoever of the naming of winter storms as being a determining factor in their decision-making and this is the only guidance regarding winter storms provided by Travel Guard.See link below
http://www.travelguard.com/whybuy/winterstorms.asp?intcmp=clc-001-Nav-3-WinterStormGuard
We have provided Travel Guard supporting documentation satisfying the requirements on their website.
Please note that a prospective customer sees no mention whatsoever about named winter storms being a determining factor in how Travel Guard denies coverage of trip cancellation claims either in our policy or on their website.          This information is only known to the customer when the claim is actually denied when a winter storm was named before the effective date of the policy.  In fact, their website says something different.
We filed this complaint with the Better Business Bureau because Travel Guard continues to find that a winter storm was named before the effective date of the policy (and again, note mentioned in our policy). Since Travel Guard is accredited with the BBB, then we feel that they have the responsibility to abide by your Standards of Trust and your Code of Advertising. 
In the Standards of Trust, Travel Guard is supposed “to clearly disclose all policies, guarantees, and procedures that bear on a customer’s decision to buy.”  Utilizing the naming of a winter storm as the determining factor in finding our claim falls outside of the scope of the coverage purchased when neither our policy nor their website makes any mention winter storm naming language completely fails to meet the Standard of Trust to Be Transparent. 
Regarding the Code of Advertising, one of the four Basic Principles of the Code speaks to misrepresentation. ”Misrepresentation may result not only from direct statements, but by omitting or obscuring a material fact.”   Travel Guard could have included the naming of winter storms in their policy as they have done for the naming of hurricanes, but they chose not to do so. The website link noted above explains to prospective customers exactly how trip cancellation benefits are to be treated for the same situation in which we filed our claim. Note that Travel Guard could have easily included guidance regarding the naming of winter storms but they chose not to include it. The omission of this key material fact as to how winter storm naming can in fact directly affect claim eligibility results in a gross misrepresentation of what Travel Guard is marketing on their website.
Travel Guard is using the naming of winter storms as the determining factor in rejecting a claim and it’s only apparent to the customer when a claim is actually denied. Not only are they failing to meet your standards, but they are violating a basic standard of ethical behavior in dealing with policy holders and prospective customers.
Note: Original complaint contains more detail

Regards,

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ******* regarding his Trip Cancellation claim.

According to the information provided, the trip was canceled due to winter storm Jonas.  After further review and investigation, it has been decided that benefits will be extended for the filed claim.  This information has also been communicated directly to the insured from a staff member at our office.

Thank you for the opportunity to review and respond to Mr. *******’s concerns.  If Mr. ******* has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####.

 

Sincerely,

******* ***** (Claims Manager)

/dr

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

We received a check to cover the entire claim from Travel Guard. While we were satisfied with the result, our claim was rejected three times...the initial claim was rejected, our appeal was rejected, and it was again rejected in their response that came through your organization.

In each instance, the rejection was based on the fact that our policy was not in effect prior to the naming of winter storm Jonas. After we rejected their response that came through the Better Business Bureau, the Travel Guard response noted the following: 
"Thank you for the information submitted and your patience while this documentation was reviewed further.  Based on the website information provided, we understand your position in reference to when the winter storm watch was issued for your location; therefore, we are reopening this claim and benefits are forthcoming."

We are suggesting that the Better Business Bureau communicate with Travel Guard that if they intend to keep using named winter storms as a factor in denying claims, then this information be added to the website so the buyer is aware that this is a factor in claim eligibility...otherwise the same problems with trust and misleading advertising remain.


3/21/2016 Problems with Product/Service
3/13/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service
2/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: when I purchased Travel Guard I told them I wanted to be covered if I needed to cancel. They said I would be covered no matter what. I had to cancel due to two were ill. They did not go to the doctor. I am disabled and I found out the cabin had a spiral stair case in which I cannot climb. And ultimatly it was the week of the huge snow storm Jan. 21-22. I had to pay the full amount for the reservations and have never done that before but was assured that I would be covered if we had to cancel. Now they are not wanting to pay. Want medical certificates. I am out 1000. I want my money. They are very misleading.

Desired Settlement: I want them to pay as they said when I purchased.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ****** regarding her Trip Cancellation claim.

According to the claim information, Ms. ****** submitted a cancellation due to a “family situation which does not allow us to go at this time”

We ask that Ms. ****** please refer to the policy wording, which states in pertinent part:

Section II - Benefits

TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, Service Animal or Business Partner;

1) Sickness or Injury of an Insured, Traveling Companion, Family Member traveling with the Insured, or Service Animal must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip;

2) Sickness or Injury of a Family Member not traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted and must be certified by  a Physician;

3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician;

(b) Inclement Weather causing delay or cancellation of travel;

(c) Strike causing complete cessation of travel services at the point of departure or Des****tion;

(d) the Insured’s Primary Residence being made Uninhabitable or inaccessible by Natural Disaster that is due to natural causes, vandalism or burglary;

(e) the Insured’s Des****tion being made Uninhabitable or inaccessible by flood, tornado, earthquake, volcanic eruption, fire, wildfire or blizzard that is due to natural causes,

vandalism or burglary

(f) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;

(g) the Insured or Traveling Companion is called to active military service or military leave is revoked or reassigned;

(h) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;

(i) the Insured or Traveling Companion has Complications of Pregnancy, Normal Pregnancy or Childbirth. Complications of Pregnancy, Normal Pregnancy or Childbirth must occur after the Insured’s effective date of coverage and can be verified by medical records;

(j) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than 14 days after an Insured’s effective date of coverage, provided that he or she has been an active employee with the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed

persons;

(k) the Insured and/or Traveling Companion is involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Des****tion;

(l) the Insured has an employer-initiated transfer within the same organization of 250 or more miles which requires the Insured’s Primary Residence to be relocated. Notification of

the transfer must occur after the effective date of coverage;

(m) the Insured or Traveling Companion is a student at a primary or secondary school and is required to complete an extended school year that falls on or beyond the Departure Date;

(n) a named hurricane causing cancellation or interruption of travel to the Insured’s Des****tion that is Inaccessible or Uninhabitable. Claims are not payable if a hurricane is foreseeable prior to the Insured’s effective date. A hurricane is foreseeable on the date it becomes a named storm. The Company will only pay the benefits for Losses occurring within 30 days after the named hurricane makes the Insured’s Des****tion Uninhabitable or Inaccessible;

(o) a theft of passports or visas specifically required for the Insured’s Trip substantiated by a police report;

(p) mechanical/equipment failure of a Common Carrier that occurs on a scheduled Trip and causes complete cessation of the Insured’s travel and results in a Loss of 50% of theInsured’s Trip length.

Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred. The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss. Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, Cruise, or other tickets if he/she is claiming the value of those unused tickets.

We have requested proof of loss to substantiate Ms. ******’s claim. Once the requested information is requested, we will be able to further process the Trip Cancellation claim. According to our records, a copy of the Certificate of Insurance was provided to Ms. ****** at the time of purchasing the policy via email.

Thank you for the opportunity to respond to Ms. ******s concerns. We encourage Ms. ****** to contact our claims dept. at ###-###-#### with any further questions or concerns regarding her claim.

Sincerely,

******* ***** (Claims manager)

/ss

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The person who sold me the policy told me I would be covered no matter what. I was not told all of this prior to purchase. I specifically told them I was concerned about planning for so many people and wanted to be covered if I needed to cancel. They said this policy would be what I needed. I purchased it and this is what I got. I was misled. I am very unhappy with this. I have gotten the medical statement and am sending to my doctor. I was able to travel at time of purchase of the reservations and the policy. However, I found out the cabin has spiral staircase. I can not go down spiral staircase due to medical condition. I am on cane/wheelchair. We could not have made the trip due to weather and that is in the contract. Remember I DID NOT SIGN ANYTHING. The reservation was NOT complete. The email states I have to sign and return yet they just took my money and did not ask me to sign and return. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ******

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ****** regarding her travel claim.

We understand Ms. ******’s frustration and concerns; however, the requested medical documentation is required information to finalize the Trip Cancellation claim. Once we receive the required information from the treating physician/facility, we can continue to review the claim.

We apologize that Ms. ****** feels misled and have brought this to the attention of our sales team to contact the selling agent for additional coaching regarding the insurance coverage.

We encourage Ms. ****** to contact her claims adjuster, ****** *********, directly at ###-###-#### with further questions regarding her Trip Cancellation claim.

Thank you for the opportunity to review and respond to Ms. ******’s concerns.

Sincerely,

******* ***** (Claims Manager)

/ss

2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, We are writing to you to formally make a complaint about Travel Guard Insurance AIG. In May of 2015 my wife and I purchased a cruise with Norwegian Cruise Lines through Costco. On June 10th of 2015 my wife purchased travel insurance through Travel Guard. Unfortunately on June 22nd we had to cancel our cruise plans due to an infection (Cellulitis) that I got in my leg. We contacted Travel Guard to try and salvage the money that we had invested in the Cruise thus far ($2,798). Travel Guard sent us some paperwork to fill out and return to them. My wife and I filled out the required paperwork and returned it via fax to try and hurry things along. We waited and waited for a response. Finally, we contacted Travel Guard again about our claim and we were told that they needed more info from the doctors that cared for me. Travel Guard sent paperwork to the appropriate doctors to fill out and return. Again we waited and waited and contacted Travel Guard only to be told that we were waiting because the doctors required payment to fill out the paperwork. Once Travel Guard got all of the paperwork back they then contacted us and told us that they were going deny our claim based on the fact that Travel Guard said my that infection was a pre-existing condition. There are 2 problems with their denial: 1) The main doctor in charge of my treatment faxed them a letter stating that my condition (the infection) was NOT a pre-existing condition; & 2) Travel Guard’s policy has a clause for an exemption to the pre-existing condition which we fall under for coverage. The problem is that Travel Guard STILL refuses to pay on our claim despite both of the above mentioned conditions that negate their claim that my infection was pre-existing. It is NOW January of 2016 and we still have no resolution to our claim, although Travel Guard claims that our claim is under review by another department. Yet we have still heard nothing after 6 months. We are contacting you in the hope that you can help us to FINALLY resolve this problem and help us get back our $2,798 payment in full.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ***** regarding his Trip Cancellation claim.

According to the information provided, the trip was cancelled due to a medical condition.  It is noted that treatment occurred on 05/20/15, 06/01/15, 06/05/15 and 06/11/15.  The policy effective date was 06/11/15.  As treatment took place prior to and including the effective date, the condition would be considered pre-existing and benefits would not be payable under trip cancellation.

Please refer to the policy wording, which states in pertinent part:

Section IV EXCLUSIONS AND LIMITATIONS GENERAL EXCLUSIONS

This plan does not cover any loss caused by or resulting from: … (o)PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Company will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition (excluding any condition from which death ensues) of an Insured, Traveling Companion, Business Partner or Family Member which, within the 180 day period immediately preceding and including the Insured’s coverage effective date:

(a) first manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment;

(b) for which care or treatment was given or recommended by a Physician;

(c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines.

Treatment has been verified to have occurred during the 180 day period immediately preceding and including the policy effective date of 06/11/15 for the condition causing the loss.  The policy purchased excludes medical conditions which meet the Pre-Existing Medical Condition Exclusion.  Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of your policy.  .

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.

Please note that the Claims Adjuster, Susie ****** has left several messages for both Mr. ***** and his Travel Agent between 11/18/15 and 2/5/16. We encourage the insured to contact Ms. ****** directly at 1-866-350-3256 to discuss the denial and appeal options.

Thank you for the opportunity to review and respond to Mr. *****’s concerns. 

Sincerely,

******* ***** (Claims Manager)

/ss

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

My wife and I have only ever received 1 response from Ms. ****** and that was the initial rejection of repayment. When I talked to the Costco representative I was told she was waiting to be contacted, she had not heard from TravelGuard as of yet. The reason for the cancellation was due to an infection I ended up having in my leg, not the treatment I had originally received on 6/5/11. The doctor sent a fax to Travel Guard stating that it was NOT pre-existing. 

Regards,

***** *****

Business Response:

To whom it may concern:

Mr. *****'s doctor letter has been forwarded to our Quality Assurance Dept. for review. Once the review has been completed, Mr. ***** will receive response within 7-10 business days. We encourageMr. ***** to contact the claims adjuster, Susie ****** directly at ###-###-#### to discuss the denial and appeal options.


Thank you for the opportunity to review and respond to Mr. *****’s concerns. 


Sincerely,


Matthew Fuchs (Claims Manager)


/ss

 

2/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The insurance company refuses to pay the full claim amount and arbitrarily devalued the purchase price of the item insured, a ski pass. The actual price of the ski pass was $319.00, the agent claims $239.00 which is incorrect. The agent insists on paying $48.16 for 43 unused days of the pass while the correct amount is $193.77 for 130 unused days of the pass. The ski year is divided into 213 days starting in November and the claim was filed February 19, 2015. All the agents request for documents were submitted along with doctor statements. There were problems with the submittals because my attending physician left my medical plan but the submitted documents provide a reasonable trail and the injury did occur prior to claim date of February 19, 2015. Further the ski pass was never used.

Desired Settlement: A payment in the amount of $193.17 for the 130 unused days of the ski pass and which includes the true cost of the pass.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ******** regarding his recent Trip Interruption claim.

According to the information submitted on the claim; Mr. ******** was advised by his physician on 3/19/15 that he would no longer be able to ski due to an injury. As such, Mr. ********’s ski pass was deactivated and the travel claim reimbursed Mr. ******** for the remaining days of the ski pass. Payment was issued as follows based on the information provided to us by Squaw Valley Reservations:

Payment for unused days of ski pass under the Interruption benefit, $48.16. Total cost of the ski pass was $239.00 divided by 213 day ski season=$1.12 x's 43 unused days from the date the doctor advised cancellation=$48.16

We encourage Mr. ******** to submit proof of payment showing the pass cost of $319.00 and we will be happy to further research his reservation with Squaw Valley.

Mr. ******** may forward the information directly to his Claims Adjuster, ***** **** and we also encourage him to contact her directly at ###-###-#### with any further questions or concerns.

Thank you for the opportunity to respond to Mr. ********’s concerns.

Sincerely,

******* ***** (claims Manager)

/ss

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

This is totally incorrect,  Unused days from the doctors diagnosis equal 102 days or $151.98.  See the prior documents sent with the complaint. 

Regards,

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

Business Response:

To whom it may concern:

Upon further review of Mr. ********'s claim, we have contacted Squaw Valley to verify the upgraded pass that Mr. ******** purchased. Squaw Valley confirmed that Mr. ******** did indeed upgrade his ski pass and paid a total of $319.00. The ski pass dates of coverage on Mr. ********'s policy are 11/28/14-4/30/15 which equals 154 days total. Mr. ********'s doctor advised cancellation on 3/19/15 therefore the prorated figures are as follows:

$319.00 divided by 154 days = $2.07 per day pass cost. $2.07 x 43 missed days of the pass (3/19/15 - 4/30/15) = $89.07 for the prorated portion of the pass. $89.07 less the $48.16 previous payment made on the claim leaves a remaining balance of $40.85. The analyst has requested payment today (2/16/16) for this amount and Mr. ******** should receive the additional reimbursement check in the next 7-10 business days.

Any further questions regarding the claim should be forwarded to Mr. ********'s claim analyst, ***** ****.

Thank you for the opportunity to review Mr. ********'s concerns

Sincerely,

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

/ss

2/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We took out travel insurance from the company noted on 10/12/2015 for a trip of 2 weeks beginning 1/18/2016. At the time that we took out the insurance my wife had a sore in her mouth and was under care of a number of dentists. The lesion was thought to be a result of an injury and subsequent infection. When the lesion did not resolve it was biopsied on 11/16/15 and proved to be cancer. The treatment of this cancer necessitated that we cancel the trip. The claim for reimbursement of travel expenses paid was denied on the basis that the disease was pre-existing. In fact it cannot be definitively established if this cancer was present at the time of insurance purchase but it is evident that my wife and I had no knowledge of diagnosis.

Desired Settlement: Payment of insurance claim

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ******** regarding his travel claim.

According to the information provided, Mr. ********’s trip was cancelled due to a medical condition.  It is noted that symptoms were present for this condition since August of 2015 per the medical documentation submitted. Treatment for these symptoms also occurred during the 180 days pre-existing look back period. The policy effective date was 10/13/15.  As symptoms were present and treatment took place prior to the effective date, the condition would be considered pre-existing and benefits would not be payable under trip cancellation.

Please refer to the policy wording, which states in pertinent part:

Section IV

EXCLUSIONS AND LIMITATIONS

GENERAL EXCLUSIONS

This plan does not cover any loss caused by or resulting from:

...(o) PRE-EXISTING MEDICAL CONDITION EXCLUSION:

The Company will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition (excluding any condition from which death ensues) of an Insured, Traveling Companion, Business Partner or Family Member which, within the 180 day period immediately preceding and including the Insured’s coverage effective date: (a) first manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; (b) for which care or treatment was given or recommended by a Physician; (c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines....

Symptoms and treatment have been verified to have occurred during the 180 day period immediately preceding and including the policy effective date of 10/13/15 for the condition causing Mr. ********’s loss.  The policy purchased excludes medical conditions which meet the Pre-Existing Medical Condition Exclusion.  Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy. 

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.

Thank you for the opportunity to review and respond to Mr. ********’s concerns.  If Mr. ******** has any further questions relating to his claim, we encourage him to contact our Claims Department at ###-###-####.

Sincerely,

******* ***** (Claims Manager)

/ss

Consumer Response:

The basic reason I am rejecting the company’s rejection is that while my wife was being treated for an illness that illness was diagnosed as an infection at the time that we took out the insurance.  After a biopsy done during a procedure to open what was thought to be an abscess on 11/16/2016 the diagnosis of cancer was made.  Prior to the biopsy we did not know the cancer was there and in fact there is no way to say that the cancer was present on 10/12/2015 when the insurance was purchased.  The underlined section that the company refers to in their pre-existing does not apply because the reasonable person was seeking care for a small wound in the mouth that was not healing.  This was felt to be infection and as such would not have prevented a trip in January 2016.  However when the cancer was diagnosed it required aggressive treatment with daily radiation that is occurring now when we would have been on the trip.  The cancer probably was present 10/12/2015 but it is not certain that it was but it is certain that my wife and I did not know that the cancer was present.  

The information that the company has does set a date of onset in August but in fact my wife’s dealing with this lesion goes back to an injury to the floor of the mouth in January 2015.  She then was treated with antibiotics on multiple visits over the next few months and even had a root canal done  at one point thinking an abscessed tooth was involved.  This is where the August reference came from.  After that is when the surgery was set up and ended up being delayed until 11/16/2015 for a variety of reasons.  When we took out the insurance policy we did not know the cancer was present and again I say while it is likely the cancer was present it is not certain.  I would like to know what information the company is using to definitively know that the cancer was present.

All of this information and this argument has been presented to the insurance company.  I was hoping to get another look at this situation to see if the company’s rationale for rejecting our claim was reasonable.  I still do not believe the rejection is reasonable as the reason the trip has to be cancelled was not known until 11/16/2015 when the cancer was found well after the date of insurance purchase.

I would like the company to give me information of how they determined that the cancer was present prior to 10/12/2015.

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

Business Response:

To whom it may concern:

This is in response to Mr. ********’s concerns regarding his Trip Cancellation claim

The pre-existing medical conditions exclusion includes any condition for which there were symptoms that would have prompted a person to seek diagnosis, care or treatment.  The mass being present prompted Mrs. ******** to seek diagnosis, care and treatment which then led to a biopsy and the diagnosis which prevented travel.  While we understand she was not diagnosed until a later date, the mass being present is what prompted her to seek the treatment and what led to the diagnosis.  According to the exclusion, it would be considered pre-existing and excluded from coverage. 

Please refer to the policy wording, which states in pertinent part:

Section IV

EXCLUSIONS AND LIMITATIONS

GENERAL EXCLUSIONS

This plan does not cover any loss caused by or resulting from:

... (o) PRE-EXISTING MEDICAL CONDITION EXCLUSION:

The Company will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition (excluding any condition from which death ensues) of an Insured, Traveling Companion, Business Partner or Family Member which, within the 180 day period immediately preceding and including the Insured’s coverage effective date: (a) first manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; (b) for which care or treatment was given or recommended by a Physician; (c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines.

Once again, while we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.


Thank you for the opportunity to review and respond to Mr. ********’s concerns.  If Mr. ******** has any further questions relating to his claim, we encourage him to contact our Claims Department at ###-###-####.


Sincerely,


******* ***** (Claims Manager)


/ss

Tell us why here...

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

At this time I will get a legal opinion regarding this claim.  If the legal opinion supports my position as I suspect it will I will send that information along with a letter stating my dissatisfaction with the company.  Since the amount of money is not large I do not intend to pursue anything further as any legal costs would likely exceed any settlement.  I then intend to be a dissatisfied customer.

Regards,

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

2/22/2016 Problems with Product/Service
2/20/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service
2/7/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service
1/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased insurance through AIG and needed to cancel due to one of the passenger's work schedules. I talked to an agent and opened a claim in which I was asked to provide a notarized statement from the employer and a written explanation. I was told by the agent that this would result in the reimbursement of $1000. I feel I was misled by this company since I was told to go ahead filing the claim even though I clearly would not be reimbursed.

Desired Settlement: The way this company does business feels like a scam. They insinuate that claims are covered when it is clear they are not. I would have never bothered filing the claim since I would be out of $1000. I feel it is their responsibilty to give me the amount claimed of $1000.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ******* concerning his Trip Cancellation claim.

According to the information provided, the trip was cancelled due to work reasons. The policy does not extend coverage for losses that are due to work related reasons.  Thus, benefits would not be eligible for reimbursement.

Please refer to the policy wording, which states in pertinent part:

General Exclusions

This plan does not cover any loss caused by or resulting from:

(d) any business or contractual obligations of the Insured, a Family Member, or Traveling Companion, for any reason;

TRIP CANCELLATION AND INTERRUPTION

The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following events:

(a) Sickness, Injury or death of an Insured or Family Member; 1) Injury or Sickness of an Insured or Family Member Traveling with the Insured, must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip. 2)If Insured must cancel or interrupt his/her Trip due to Injury or Sickness of a Family Member not traveling with the Insured it must be because they require the Insured’s care.

(b) Inclement Weather causing delay or cancellation of travel;

(c) the Insured is involuntarily terminated or laid off through no fault of his or her own, provided that he or she has been an active employee for the same employer for at least 3 years. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, independent contractors or self-employed persons;

(d) the Insured’s Primary Residence or Destination being made Uninhabitable by Natural Disaster, vandalism, or burglary;

(e) the Insured being subpoenaed, required to serve on a jury, hijacked, or quarantined;

(f)  the Insured is directly involved in or delayed due to an automobile accident, substantiated by a police report, while en route to the Insured’s Destination.

Based on the documentation included in Mr. *******’s claim file, we have determined that no benefits are available under the terms of the policy as work obligations are not a covered loss. 

Please also note that upon receipt of Mr. *******’s complaint; we have reviewed the claim set up call and determined that at no time during the conversation did the AIG Representative advise Mr. ******* that his loss would covered per the terms and conditions of the policy purchased.

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.

Thank you for the opportunity to review and respond to Mr. *******’s concerns.  If Mr. ******* has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####.

Sincerely,

******* ***** (Claims Manager)

/ss

Consumer Response: The insurance misled me to believe I was covered by providing me with false written and verbel wrong information,which led me to cancel my trip.Once again I was verbel and provided a written statement saying that to be covered I must cancel my trip,provide a noterized statement from the employer.I fullfilled all my obligations required of me by the insurance.Now after cancelling my trip they say I'm not covered.I feel the insurance should be held liable for leading me with false written and verble information.

Business Response:

To whom it may concern:

This is in response to Mr. *******’s additional concerns regarding his Trip Cancellation claim.

We apologize if Mr. ******* feels that he was misled during his claim experience; however, AIG Travel Guard call center representatives are unable to pre-approve or pre-deny a claim over the phone. They can only advise information based on the terms and conditions of the policy purchased by the insured and the information given at the time of the phone call. A final determination can only be made once all the necessary claim documentation is received and reviewed by a licensed claims adjuster.

We encourage Mr. ******* to submit the written information he referred to in the complaint for further review; however, based on the claim information previously submitted, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased and maintain the denial at this time.

Thank you for the opportunity to review and respond to Mr. *******’s concerns.

Sincerely,

******* ***** (Claims Manager)

/ss

1/19/2016 Problems with Product/Service
1/18/2016 Problems with Product/Service
1/16/2016 Problems with Product/Service
1/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ********* ****** (**********) purchased travel insurance silver plan coverage from AIG travel for my trip from New York USA to ****, ******* . Policy # ******* Departure date 01/14/2015 Return date 05/26/2015 Due to sudden hypertension I rescheduled flight from 05/26/2015 to 09/21/2015. Paid $149 for rescheduling flight. AIG travel company reimbursed me $149. At the morning of the date of traveling back to New York on 09/21/2015 I felt sudden severe pain and weakness in my right knee. I could not walk without assistance to get to airport. I was in pain and could not reschedule flight, so I missed it. I have been evaluated in local hospital with MRI imaging and diagnosed with osteoporosis with aseptic necrosis of femoral bone. Surgery as a treatment/resolution is required. I spend $399 on new flight ticket. Receipt, trip itinerary and medical documentations are provided to AIG travel. Today I got letter from AIG travel agency saying that missing flight is out of policy coverage. Since it was a trip interruption due to medical condition, it should be 100% covered. I expected that insurance company with cover all expenses during my trip as promised. I want reimbursement of $399 for flight ticket and for all medications that I bought in *******. Thank you If you have any questions, please contact me at ###-###-#### or ******************** ********* ******

Desired Settlement: I want reimbursement of $399 for flight ticket and for all medications that I bought in ******* which is $297.

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Ms. ********* relating to her Trip Interruption claim.

According to our records it is indicated that Ms. *********’s insured trip dates were 1/14/15-5/26/15 and her trip was interrupted due to a medical condition on 5/26/15. As a result, Ms. ********* exchanged her original return airline ticket for a new date of travel incurring a change fee in the amount of $145.00. Travel Guard has reimbursed Ms. ********* for the $145.00 change fee incurred to return home due to the covered condition that occurred during her insured policy coverage dates. It should also be noted that Ms. ********* policy’s terminated as of 5/26/15.

The additional travel expenses Ms. ********* incurred in the amount of $406.89 were incurred after her policy termination date and unfortunately, are not a covered loss under the Trip Interruption benefit.

Ms. ********* has been reimbursed for the $145.00 change fee imposed on the original airfare that was insured under the Travel Guard policy purchased.  Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the outcome of this claim as it falls outside the scope of the coverage purchased.

Should Ms. ********* have any questions regarding her claim, we welcome her to contact her claims analyst, ******** **** at ###-###-####.

Thank you for the opportunity to review and respond to Ms. ********* ‘s concerns.

Sincerely,

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

***

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

1/2/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance through Travel Guard for my trip to India. My flight from London Heathrow to New Delhi on October 30 was turned around 10 minutes into the flight because of mechanical issues. (An oily smoky smell pervaded the cabin.) It was rebooked for the next day (October 31). This meant that I would miss my train tour. The tour goes from Saturday to Saturday only, and the rebooking meant that I would miss the train in Delhi. I asked to be rebooked on a return flight to Texas the next day (October 31). This is all documented, and all required documentation was submitted to Travel Guard. Clearly, my tour was interrupted, and nothing was refundable. Advertising for Travel Guard lies heavily on their claim that travel expenses would be reimbursed if the travel plans are interrupted. My claim was rejected because, and I quote, "the claim is based on the fact that the travel was interrupted because of technical difficulties of the plane, not because of the weather." I find Travel Guard's claim that it covers interrupted travel to be false advertising. I have experienced first hand that their product is bogus. Purchase of their product is based in false pretenses.

Desired Settlement: I ask that my claim be approved and reimbursed according to procedure. I also wanted to notify the BBB of the false adverting that Travel Guard engages in that lures people (like myself) in to purchase their product under false pretenses.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. **** regarding her Trip Interruption claim.

According to the information provided, the trip was interrupted due to a technical (mechanical and/or electrical) reason with the airplane.  Unfortunately this does not fall within the scope of coverage and benefits would not be payable under the Trip Interruption benefit.

Please refer to the policy wording, which states in pertinent part:

TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner;

(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing continued participation in the Trip;

(2) Sickness or Injury of a Family Member not traveling with the Insured must be because their condition is life-threatening as certified by a Physician, or they require the Insured’s immediate care. Such disability must be so disabling as to reasonably cause a Trip to be canceled or interrupted and must be certified by a Physician;

(3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician;

(b) Financial Default of an airline, Cruise line or tour operator provided the Financial Default occurs more than 14 days following an Insured's effective date for the Trip Cancellation or Trip Interruption Benefits. There is no coverage for the Financial Default of any person, organization, agency, or firm from whom the Insured purchased travel arrangements supplied by others. This coverage applies only if insurance was purchased within 15 days of Initial Trip Payment;

(c) Inclement Weather causing delay or cancellation of travel for at least 24 consecutive hours;

(d) Strike causing complete cessation of travel services at the point of departure or Destination;

(e) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary;

(f) the Insured’s Destination being made Uninhabitable or Inaccessible by flood, tornado, earthquake, volcanic eruption, fire, wildfire or blizzard that is due to natural causes;

(g) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;

(h) the Insured or Traveling Companion is called to active military service or military leave is revoked or reassigned;

(i) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;

(j) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;

(k) a named hurricane causing cancellation or interruption of travel to the Insured’s Destination that is Inaccessible or Uninhabitable. Claims are not payable if a hurricane is foreseeable prior to the Insured’s effective date. A hurricane is foreseeable on the date it becomes a named storm. The Company will only pay the benefits for Losses occurring within 30 days after the named hurricane makes the Insured’s Destination Uninhabitable or Inaccessible.

Upon review of the documentation included in the claim file, we have determined that the reason for the trip Interruption is not a covered loss; therefore, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of the claim as it falls outside the scope of the coverage purchased.

Thank you for the opportunity to review and respond to Ms. ****’s concerns.  If Ms. **** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

Sincerely,

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

12/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a flight tickets insurance policy in case of any occasion which will cause my flight to get cancelled. The policy was supposed to cover the event of bankruptcy of the airline. Unfortunately the airline I purchased tickets from is going bankrupt. After speaking and making a claim with the insurance company I was assured I will get a refund within a month or so. After forty days of hearing nothing I called asking for an update. I was told that my case worker, Christopher, will get in touch with me. He didn't. A week later I called again and demanded immediate contact. About two hours after I get an email stating that the insurance company CANNOT grant me a refund and that I have to dispute the flight tickets charge with my credit card company. I was extremely furious as for why the case worker waited over forty days to tell me that. Bottom line I am about $1,300 short because the insurance company did not provide me the necessary service.

Desired Settlement: I want a full refund of my insurance policy as the service I paid for was not provided. I was scammed and used to provide personal and financial information yet did not receive any service in return.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ******** regarding his Trip Cancellation claim.

According to the information submitted on Mr. ********’s claim, the cancellation of the trip was caused by Transaero’s Financial Default. The information submitted also indicates that Mr. ******** purchased his airfare on a credit card.

The insurance policy that Mr. ******** purchased with AIG Travel Guard reimburses for non-refundable costs in the event a trip is canceled.  Before we can further process Mr. ********’s claim, he must first dispute the charges with his credit card company. Under the Fair Credit Billing Act, under certain circumstances customers are entitled to a refund from their credit card company for the services not rendered.  This applies to both paid and unpaid charges on the customer’s credit card bill.

If the credit card company credits the amount charged, this would no longer be a non-refundable amount, therefore AIG Travel Guard would not reimburse the airline ticket cost.  If the credit card company does not provide reimbursement, we advise the insured to submit the denial letter for further claim consideration.

It is also noted that Mr. ******** has disputed the credit card charge for the AIG Travel Guard insurance premium. Since the insured has disputed the charge; no claim can be made against the policy or premium refund made on this policy. Therefore, the claim will remain closed and all correspondence regarding the credit card dispute will be handled by our Administrative Dept. directly with Mr. ********’s credit card company.

Thank you for the opportunity to review and respond to Mr. ********’s concerns.

Sincerely,

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

***

Business Response:

RE: BBB Complains #********

We have reviewed the information regarding the above-listed BBB complaint.

Mr. ********,

We have reviewed the information regarding the above-listed complaint.

The refund request for the insurance premium is denied based on:

You have filed claim #******* against the insurance policy.


We have been contacted by our merchant that there is an open dispute against the credit card on file used to pay for the insurance.

Travel Guard is closing the file on this matter.


Thank you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

As BBB can see I was rejected a normal response to my previous message. I want to get the dispute approved. Once it is approved this case can be closed. All that Travel Guard has to do is simply issue a reimbursement to the same credit card I paid with and viola, the dispute will be automatically closed in my favor. This case CANNOT be closed on either end until I get the money back from this scam of a business.


Regards,

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

12/5/2015 Problems with Product/Service | Complaint Details Unavailable
11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a policy for a trip starting 8/30/2015 ending 9/4/2015. I purchased a policy to cover us in the case that my husband's ship (he is an Active Duty Member) changed their schedule. Exactly what I feared would happen, happened. My husband's ship changed the schedule and I was forced to change the tickets for the trip to August 24th, 2015. I filed a claim for the changes made to the trip. I was told that I was not covered under trip cancellation because the trip was not cancelled; I was told that I didn't qualify for trip interruption because my trip was not interrupted. I did not receive the a full refund because the additional airfare is not covered under the policy. I was told that my trip was settled under "trip cancellation" because I technically cancelled that trip and purchased a new one. The additional airfare of $397.00 was not covered because my trip was cancelled. My claim is that the policy is ambiguous because it does not cover "changes". Before I purchased the policy, I called to verify the information on the internet because it was ambiguous. The Sales person did not explain that "changes are not covered". I was told that I was covered in the case that I moved my trip; however I was not told that the additional airfare was not covered. The company needs to be clear regarding things like "changes". It is not fair to let the customer "figure out" things that are not properly defined in the contract. Those things make sense to people in the insurance business, but not to a consumer that does not know how that works. I feel taken advantage of because I didn't know what questions to ask. The company needs to change the description of services to be understood by people that do not work in the insurance field.

Business Response:

To whom it may concern:

This response is regarding the concerns of Mrs. ******’s relating to her Trip Cancellation claim.

In the claim documentation submitted, it is indicated that Mrs. ****** cancelled her trip due to her husband’s military leave dates being changed.  As a result, Mrs. ****** exchanged the original travel arrangements incurring an increase in airfare in the amount of $397.00 for new travel dates. Unfortunately, this is not recognized as a covered loss under the Trip Cancellation benefit.

In pertinent part, Mrs. ******’s policy states:

TRIP CANCELLATION & INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(h) the Insured or Traveling Companion is called to active military service or military leave is revoked or reassigned; …

Trip Cancellation Benefits: The Company will reimburse the Insured for Forfeited, prepaid Trip Cost up to the Maximum Limit shown in the Schedule or Declarations Page for Trips that are canceled prior to the scheduled Departure due to any of the Unforeseen events shown above.

It has been verified that the value of the original airfare was not forfeited and the additional airfare increase is not covered since it was not part of the original insured trip costs.  Mrs. ****** has been reimbursed for the $963.90 cancel fees imposed on the original airfare that was insured under the policy purchased.  Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured. 

Thank you for the opportunity to review and respond to Mrs. ******’s concerns.  If Mrs. ****** has any further questions relating to the claim, we welcome her to contact her Claims adjuster, ******** ****** at ###-###-####.

Sincerely,

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

/ **

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did not make a claim for different dates.  My claim was for the same dates (8/24 to 9/3).  I am claiming charges that American Airlines charged me to change the tickets that day, for that trip.  I did not make a claim for the different dates.  My claim pertained to the original dates.  I incurred that cost for that trip, which was covered.  I did not incur $397 for the additional trip.  The additional trip went on without any problems.  Furthermore, exclusion for trip cancellation of the policy states: "Unless otherwise provided by this plan Benefits will not be provided for any loss resulting (in whole or in part) from: changes in plans by the Insured, a Family Member or Traveling Companion for any reason, unless Cancel for Any Reason was purchased" (Page 23 of TravelGuard's Pamphlet.  

I incurred a loss of funds because I changed my plans due to a covered reason for trip cancellation/interruption (reason "H").  I purchased Cancel for Any Reason.  Since you have stated that I cancelled my trip, I should be covered for my loss, because I purchased Cancel for Any Reason as stated above and on page 23 of the pamphlet I received.     

Regards,

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

Business Response:

To whom it may concern:

Reimbursement in the amount of $397.60 has been requested for the additional airfare incurred for Ms. ******'s travel change. She should receive check reimbursement with in the next 5-7 business days.

Thank you.

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

/**

11/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Travel Guard / AIG policy for our trip to Europe & Africa in June of 2015. This policy contains Trip Interruption that allows for re-imbursement of additional expenses when segments of your journey are cancelled and alternative plans and expenses are required to get to your next destination. On one of the legs of our trip, we were to take the Chunnel (Eurostar train) from Paris to London. For anyone traveling that part of Europe this summer, they know it was difficult because MyFerryLink Union Workers constant striking impacted many days of ferry and rail service. Our trip from Paris to London on the Chunnel was cancelled by Eurostar because as Eurostar has officially notified us: “we can confirm that the cancellation of our services was due to industrial action by MyFerryLink workers”. We submitted our expenses with the forms Travel Guard / AIG recommended us to use. After two months of waiting, we requested status and they notified us Travel Guard / AIG was not going to pay our claim. Travel Guards reasoning is as follows: “Unfortunately, since Eurostar was not involved in the strike but was rather affected by the civil disorder and damage caused by the striking ferry workers, we are not able to cover the loss under the policy. “ Referring to Section III under our policy – “DEFINITIONS” states: “Strike” means a stoppage of work which: (a) is announced, organized, and sanctioned by a Labor Union; and (b) interferes with the normal departure and arrival of a Common Carrier. Addressing Travel Guard / AIG first reason avoiding their fiduciary responsibility: “Eurostar was not involved in the strike as it was caused by the striking ferry workers”. Our policy does not state that the company that cancels, Eurostar, has to be the company striking. Our policy clearly states “a” Labor Union and “a” Common Carrier not “the” Labor Union of “the” Common Carrier. Our policy does not state that the Common Carrier that cancels service must be associated or related to the striking Labor Union of the Common Carrier. The fact that Eurostar employees were not the striking Labor Union has no relevance with Travel Guard’s denial of claim. Travel Guard / AIG second reason for their failure to reimburse: "Eurostar was affected by the civil disorder of the striking ferry workers”. To be concise, Eurostar's official reason for cancellation was "due to industrial action by MyFerryLink workers" not civil disorder. “Industrial Action” refers collectively to any measure taken by trade unions or other organized labor meant to reduce productivity in a workplace. “Civil Disorder” is a broad term that is typically used by law enforcement to describe unrest caused by a group of people. The two terms are very different, one relating to organized labor and one relating to general public. Eurostar’s official position is that organized labor not the general public caused this problem. Travel Guard / AIG cannot substitute their own definitions of what actually occurred so they can deny paying a claim. Our policy with Travel Guard / AIG clearly states they are to pay us additional expenses we incurred during our Trip Interruption. This interruption originated because Union Workers caused an industrial action allowing our carrier to cancel our trip between Paris and London. We have addressed these issues with Travel Guard / AIG additional times. Travel Guard / AIG continue to deny any obligation under our policy. An organization the stature of Travel Guard / AIG needs to stand behind and provide the services they advertise and were paid for. Travel Guard / AIG want to use semantics to define events but their definitions remain uncorroborated. The truth and true definition of events support our claim and our requested compensation. Payment by Travel Guard / AIG is required under our policy.

Desired Settlement: Payment by Travel Guard / AIG as defined by policy

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ********** regarding his Trip Interruption claim.

Upon further review of the information submitted with the claim documents, the claim has been reopened and returned to the Claims Analyst for further processing.

We apologize for any undue stress this situation may have caused Mr.********** and thank you for the opportunity to re-review his Trip Interruption claim.

If Mr. ********** has any further questions regarding his claim, we welcome him to contact his Claims Analyst, ******* ****, at ###-###-####.

Sincerely,

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

***

Business Response:

To whom it may concern: 

This is in response to the concerns raised by Mr. ********** regarding his Trip Interruption claim.

The claim has been reopened and returned to the Claims Analyst; payment has been requested as follows:

TRIP INTERRUPTION

Payment for additional transportation expenses and missed night hotel, $800.74, under Trip Interruption benefit.

Additional transportation expenses - $800.74

Missed hotel - $38.67

Total - $839.41

TRIP DELAY

Payment for additional hotel and meal expenses, $258.08, under Trip Delay benefit.

6/30/2015

Hotel / Meal - $270.27

7/1/2015

Meal - $26.48

Total - $296.75 - $38.67 = $258.08

Mr. ********** should receive his claim reimbursement within 7-10 business days. If Mr. ********** has any question regarding the payment; he should contact his claim analyst ******* **** directly at ###-###-####

Sincerely,

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

***

Consumer Response:

We are satisfied with the Travel Guard response providing payment is actually received. 

It shouldn't have taken such persistence to get this accomplished but the end result is acceptable.  We will use Travel Guard in the future and recommend the company to friends but we hope that they will honor their contracts more readily in the future.

******* and ***** **********


11/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On October 21st 2015, I decided to book my father ******** A ******* an airplane ticket from Chicago to visit his brother in Los Angeles for December 10th since my uncle was diagnosed with kidney cancer a year ago & due to other issues my father had not been able to fly out there since then & prices were really low for that weekend as well. On Sunday October 25th my uncle informed us that on that friday October 23rd (2 days after I had purchased the ticket) his doctor gave him the news that the cancer had progressed to Stage 4 & he will no longer be eligible to receive chemotherapy. I canceled the airplane ticket that night after discussing options for my uncle to fly out of the country to receive alternative treatments rather then just waiting for him to pass away. I faxed over the claim forms on October 27th with as much information as I could & explaining to them that I could not obtain my uncles signature since he's out of the country & doesn't even have access to a computer. We also don't have access to his physician & could not receive the medical certificate. On November 4th the claims analyst sent me an email asking again for my uncles signature & medical records. I then replied to her a couple hours later explaining the situation again. I waited 2 days for a reply & no one could get back to me until earlier today, with the simple reply we can not process your request until we receive the information requested. Spirit Airlines only gives you a limited time to finish the purchase (not enough time to read over the entire insurance certificate) I was completely unaware that a medical certificate will be required by the ill family member that we were visiting since this is not mentioned in the TRIP CANCELLATION AND INTERRUPTION SECTION : SECTION I SECTION II SECTION III SECTION IV SECTION V SECTION VI EFFECTIVE AND TERMINATION DATES BENEFITS DEFINITIONS EXCLUSIONS AND LIMITATIONS PAYMENT OF CLAIMS The Company will reimburse the Insured a benefit, up to the Maximum Limit shown on the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (a) Sickness, Injury or death of an Insured, Family Member, Coverage only available to Illinois residents. GENERAL PROVISIONS Traveling Companion or Business Partner. Thank you so much, ******* ********

Desired Settlement: I would just like to be refunded for the ticket which is only $106.18 but at this point of our lives its a great help for my family. I also feel that the date of the cancellation was more than enough time (way over a month) for the re-sale of the ticket.

Business Response:

To Whom It May Concern:

This response is regarding the concerns raised by Ms. ******** regarding her father’s claim. 

According to the claims records, Mr. ******* cancelled his trip due to the illness of a family member.  A letter of request was mailed to Mr. ******** on 11/4/15 requesting the following required information:

  • Sign medical authorization form by ill party

  • Physician's statement providing specific diagnosis, date of diagnosis, and dates of treatment. Please have treating physician at the time of the diagnosis complete the Medical Certificate that was provided. We need to have proof of reason completed by a Doctor.

Mr. *******’s policy states in pertinent part:

Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred. The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss. Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, Cruise, or other tickets if he/she is claiming the value of those unused tickets.

Additionally:

FIFTEEN DAY LOOK: You may cancel this insurance by giving the Company or the agent written notice within the first to occur of the following: (a) 15 days from the Effective Date of your insurance; or (b) your Scheduled Departure Date. If you do this,

the Company will refund your premium paid provided no insured has filed a claim under this Certificate.

We are unable to further process the Trip Cancellation claim without this information. Once we receive the required information, we can continue to review the claim.  Please note that the policy is non-refundable for 15 days after the effective to insure the purchaser has time to review the policy purchased and request a refund if the coverage does not meet their necessity.

Should Ms. ******** have any further questions regarding the information needed to review her father’s claim, we welcome her to contact the claims analyst, ******** ****** directly at 715-345-8552.

Thank you for the opportunity to review and respond to Ms. ********’s concerns.

Sincerely,

******* ***** (Claims Manager)

/ss

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear

As mentioned in my initial complaint I can not obtain the medical certificate from my uncles doctor because he is out of the country. I do not understand what the point of this insurance is if I can not cancel when I can no longer travel. The certificate requirements are not stated on the first page that states I can cancel if a family member becomes ill.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ******** regarding her father’s Trip Cancellation claim.

We understand Ms. ********’s frustration and concerns; however, the requested medical documentation is required information to finalize the Trip Cancellation claim. Proof of loss is a requirement for all Travel Insurance claims filed and are subject to proper claim procedures.

Attached is an electronic copy of the Medical Certificate that can be emailed to the patient’s attending physician. The Medical Certificate can be returned to AIG via email or fax once completed.

We encourage Ms. ******* to contact the claims adjuster, ******** ****** directly at ###-###-#### with further questions regarding the claim.

Thank you for the opportunity to review and respond to Ms. ********’s concerns.

Sincerely,

******* ***** (Claims Manager)

/ss

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As stated over and over again I can not provide with the medical certificate. I should've listened to co-workers advise and never booked with this airline, any other airline would cancel with out going through all this. I will make sure none of my family, friends and co-workers ever travel with you guys. 




Regards,

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

11/7/2015 Delivery Issues
11/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 15, 2016, I purchased a cruise package for a ******** ****** from ******* *** ***** ** ***** *** ************ *** **** ***** Phone: ###-###-####. In the letter provided, information about Travel Guard Information is provided and a quote number ******** so that I may contact them to get insurance policy information. I contacted Travel Guard and when I called, I was given a policy number ********* and was informed of all my benefits. I asked if I have a policy number, and was told yes this is my policy number and was informed of what will be fully covered it I have to cancel. This began the spiral of confusion. I later found out my mother was given a diagnosis of stomach cancer and was ill. I contacted Tour Aid and went over what the cancellation policy is and what is required in order to cancel the cruise. I was unable to reach the agent that originally booked our trip (******* I again spoke with Travel Guard and went over my policy and discussed, ******* *****,( Cruise and Vacation Group, ###-###-####Inline, *********************************)On July 15, 2016, I purchased a cruise package for a ******** ****** from ******* *** ***** *, ***** *** ************ *** **** ***** Phone: ###-###-####. In the letter provided, information about Travel Guard Information is provided and a quote number ******** so that I may contact them to get insurance policy information. I contacted Travel Guard and when I called, I was given a policy number ********* and was informed of all my benefits. I asked if I have a policy number, and was told yes this is my policy number and was informed of what will be fully covered it I have to cancel. This began the spiral of confusion. I was never asked about payment or told that this is not a valid policy number or a quote policy at this or any other time that I called. I later found out my mother was given a diagnosis of stomach cancer and was ill. I contacted Tour Aid and went over what the cancellation policy is and what is required in order to cancel the cruise. I was unable to reach the agent that originally booked our trip (******* I again spoke with Travel Guard and went over my policy and discussed, ******* *****,( Cruise and Vacation Group, ###-###-####Inline, *********************************). I spoke with someone named ****** and first asked if my cruise could be rescheduled for a later date. I was informed that that was not an option and she provided information and told me the process required. I was told that first I must cancel and then I could file a claim with Travel Guard. I was never at this time told that I do not have a policy, I did not pay for a policy, and that I am not covered. I was sent the form on August 3. I also spoke with a Travel Guard agent, explained my situation and was provided again detailed information on what I needed to do and was reassured that I would be covered under my policy. I was told I need a medical form, the invoice from Travel Aid, an I immediately took my family and went to assist my mother through this difficult time. I made sure to fill out all the required paperwork and had it completed by all doctors that were involved in diagnosing my mom’s situation. Once I had everything completed, I sent in my paperwork. I was relieved that everything would be in and that I would not be in a loss of almost 2,000. Most of all, I was glad that my family was able to be there for my mother. I moved my mom to my home and we began the difficulty process of chemo. I contacted Travel Guard to ensure that they received my information. Once I got the confirmation I waited as they stated that it will take up to 4 weeks. Then I get the email asking for VERIFICATION OF INSURANCE PURCHASE and ???A copy of the check or credit card statement showing insurance payment. The policy number attached to your claim, ********* is in "Quote" status. The Tour Operator has confirmed that they didn't process a payment for insurance premium. I am baffled and confused at this point!!! I speak with both ******* *****, who initially scheduled the trip and also Travel Guard. I actually only saw the policy when I had to send it in to claims but it did not show any specific payment to the insurance. 1. The invoice was drawn up by Tour Aid. If I was supposed to contact Travel Guard for insurance, why would their paperwork show the payment. 2. If payment was not made, why was I given a quote but yet never told by ANYONE that this is in quote status and told or questioned about my payment status!! When I was given a policy number and someone is going over my coverage and I have shared my situation and was going through the process needed to file for a refund, should I not have been told at that time that I DON’T HAVE A REAL POLICY!!!! 3. Regardless if my invoice has a payment or not, somewhere, someone should have told me that I have not purchased the policy!! I had ample time to purchase between the time I bought the cruise and the time I had initially spoken to Travel Guard to do so if I had been informed!!! I contacted both Travel Aid and Travel Guard. I spoke with ******* and I spoke with Laura ******* ( (Claims Analyst) ###-###-#### (EXT. 79278) ), who was handling the claim. They are saying that I had no policy and that my policy number was in quote status. After our first conversation, I requested the phone conversations be pulled up to hear my discussions and asked why nobody told me that I had a policy in quote status!!! I would have purchased it!!!! When someone gives you a policy number and assures you that it is your policy and that you are covered, what is the customer to think? Naturally, I am to think I have a policy! Why would I ask about an insurance premium? Travel Guard should be asking me since I was referred to them to inquire about insurance. I spoke with ******* from Travel Aid and she said they have issued a $400 refund for a portion of the trip. She will look into the matter and that I should continue speaking with Travel Guard. I requested to speak with a Travel Guard Supervisor and Karen returned my call and informed me that I my policy was in quote status. When I addressed the issue that nobody told me…she let me know that they cannot tell if a policy is in quote status. Once we are given a policy number, that number is what they go by. I am again baffled! There is some lack of communication here between both companies and nobody wants to take any responsibility or to assist me. I will also be calling Carnival itself since through these conversations and trying to figure out who does what, I was told that Carnival issues the refund. So, to summarize the details, I had purchased a cruise and was given a policy number that was a quote the whole time but was never informed of it being in quote status, was assured of my coverage and was given a process to follow by both companies to file for a refund. I am not satisfied with these interactions and on top of the stress of dealing with a loved one undergoing treatment and being a caregiver, I have had to lose a great deal of time and energy dealing with this issue. My husband and I worked really hard to save for it, and this was going to be our first cruise, we planned carefully, but life happens. I just want my money back or the opportunity to exchange this cruise for another at a different time. My kids was so disappointed but I assured them that their nana needs us and that opportunities will come again. I hope we get this opportunity. Please assist me in this matter.

Desired Settlement: 1. Would like a full refund for our cruise 1,941.60 or would like to have opportunity to reschedule the cruise without payment.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ****** regarding her policy quote and Trip Cancellation claim.

According to our records, on 7/14/15 ******* Travel created a quote for insurance for ******** ********* and family for travel 8/6/15 through 8/10/15. The quote number provided was ******** and our system shows an email address of ***************** in which the quote was sent to.

The first telephone call that Travel Guard received was on 7/31/15 at 2:59pm CST. We asked if the customer was calling in regards to an existing policy and the customer advised yes. The customer was unable to provide the policy number so we searched the information in our system by name (provided the name of ******** *********) and located information in the system. We then provided a number as a reference-*********. The customer’s question was about promo codes for booking shore excursions. We referred her back to the booking company or cruise line. There was no discussion or question in regards to insurance.

The next call received was 8/1 6:23pm CST. The caller (****** ******) advised she was calling in regards to an existing policy. The caller asks about cancelation due to illness or injury and we discuss the general benefits of the policy. The caller asks if she wanted to file a claim if she could.  Because it was a weekend, we advised the hours of the claims department as 7a-7p Monday through Friday.

On 8/3 a call was received to initiate a claim due to illness of the caller’s mother. In this call we were notified that they found out on Friday night (7/31) about the illness and the need to cancel the trip.

Through the process of reviewing the claim we asked for the customer to provide us proof of the payment for the insurance as this had not been received by our office. The customer advised that she has no proof of payment and that no payment was provided. She also stated that she feels she was not told that the insurance information she received with her booking was only a quote.

Additional information gathered during the process of this claim included medical information regarding the ill party to prove the loss. The medical certificate shows dates of treatment of 7/20, 8/1, and 8/6 with the physician advising cancellation on 8/1. The call to our office to inquire about benefits was 8/1 at 6:23pm CST. Based upon the information provided at the time the claim was initiated and the attending physician’s statement the loss had already occurred at the time that we were contacted regarding benefits. Had the customer provided payment for the policy at the time that we had initial contact the loss would not be payable under the terms and conditions of the quoted product due to the loss being foreseen and a pre-existing medical condition.    

Thank you for the opportunity to review and respond to Ms. ******’s concerns.

Sincerely,

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

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

***

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The point is no longer if I paid for the insurance or not!  If I did not pay for it and I was unaware (I had not seen the invoice), then someone should have made it known that I do not have an active policy!  When requesting information regarding cancellation, an Agent should have known that my policy is a quote?  This is something that has slipped through the cracks.  I would have been happy to pay for the insurance if this was brought to my attention.  I would like to received a full refund and or would like to have an opportunity to take a cruise of equivalent value for this inconvenience!  Thank you.

Regards,

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

Business Response:

To whom it may concern:

This is in regards to the concerns raised by Ms. ****** regarding her policy.

A Travel Guard representative will be contacting Ms. ****** directly via telephone this week to discuss a resolution to her policy/claim.

Thank you for the opportunity to review and respond to Ms. ******’s concerns.

Sincerely,

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

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

***

11/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As part of booking a vacation to Mexico in June of 2015, I was asked if I wanted to purchase travel insurance, to which I agreed - the policy was purchased on June 21, 2015 for approx. $336 USD. The policy number is 918246404 I recently found out that travel insurance through my work is more affordable & more comprehensive. Yesterday, Nov. 26, 2015 I emailed the AIG Travel to request a refund. They stated that because I purchased on June 21, 2015 & a 15 day period has lapsed, that the insurance is now non-refundable, yet I am not travelling until the middle of November which is when the insurance coverage would begin. Had I known this back when I purchased the insurance, I may have thought twice, but I was not made aware of this policy when I purchased the insurance. My travel dates are departing Nov. 16, 2015 & returning Nov. 27, 2015, which are the dates that the insurance policy would be in effect, yet the company states that the policy became effective the date of purchase, June 21, 2015 which I believe is totally wrong. I feel that asking for a refund almost 3 weeks before my departure is ample time to cancel the policy & am appealing to the B.B.B. for a total refund of $336 USD. Thank you.

Desired Settlement: Either a total refund of $336 USD or a refund minus any administrative fee for processing the cancellation (i.e. $20).

Business Response: We received the customer’s request for a premium refund on 10/27/15. As the customer pointed out in their statement, the policy was purchased in June of 2015 with an effective date of 6/21/15. Upon purchase the customer received a copy of the terms and conditions. In the policy it states:  

FIFTEEN DAY LOOK: You may cancel this insurance by giving
the Company or the agent written notice within the first to occur of
the following: (a) 15 days from the Effective Date of your
insurance; or (b) your Scheduled Departure Date. If you do this,
the Company will refund your premium paid provided no insured
has filed a claim under this Certificate.

Since the request for a refund was received on 10/27/15, more than 15 days past the effective date of 6/21/15, the premium is non-refundable.  Our company always strives to give the finest quality service to our customers, while administering the contract as it is written. Should the customer need to file a claim or need assistance while on their trip we will be available to assist in any matter that we can.

Consumer Response:

I just don't understand why they have a policy that states I cannot cancel 15 days after purchase, even though I will not be travelling for another 5 months from said purchase.

For instance, if I purchased the insurance a year prior to a vacation, 15 days after the purchase I would not be able to cancel & get a refund, even though I'm not travelling for almost a year from then.

The policy seems antiquated and preposterous & I see no reason whatsoever that it cannot be made flexible to satisfy a customers wish, as professional, respected companies do.  This is only $336 USD (a drop in the bucket) to a company that I am sure makes many millions of dollars a year, but that same $336 USD means a lot to a person like me who is on a fixed income and has saved up money for many years to have this vacation.

Thank you.

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

Business Response:

Dear Mr. ******,


The confirmation that was given at the time of purchase outlines our satisfaction guarantee. The trip cancellation benefit goes into effect 24 hours after purchase. Coverage has been in effect since 6/21/15.


Our company always strives to give the finest quality service to our customers, while administering the contract as it is written. If we can be more assistance please phone us at ###-###-####.

Warm regards,


Christina

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] 

This entire experience just goes to prove that big companies do not care one iota about the "little" guy & that "the customer comes first" does not apply to all companies. 

All I have tried here is to get a refund of services that I have yet to use - like cancelling an on-line order before it is shipped and receiving a refund with absolutely no problems.

I will be reminding my friends, co-workers & family to shy away from using the services of this insurance company & sticking with reliable, professional, Canadian insurance companies

Regards,

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

10/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: this was the claim submitted on 9/30/2015 to travelguard... Myself: I was on the last stop of my journey leaving Sheremetyevo international airport (In Russia), on September 24th, around 12:00pm I noticed my luggage I had with me was broken into and my laptop & GoPro (Video Camera) were stolen & my luggage was damaged. I wanted to file a report with the airport security but they informed me if wanted to get a report it will take around 2+ hours and require me to leave the TSA area and have to re-wait in line to enter the boarding terminals again. Since my flight was only about an hour away I didn’t have time to do this. They basically told me they couldn’t help me and people get their things pickpocketed/stolen by thieves all the time. I have included images of the luggage & receipt, looks like the zipper pulls were cut as well part of the locking mechanism. The luggage can no longer be locked and I cannot use this anymore. $122.39 I have also included the PayPal Receipt for the GoPro Camera I purchased $329.99 I have also included the Credit card statement for my Laptop Purchased. (AMEX TRANSACTION DETAIL) $652.91 This was Travelguards reply on (10/6/2015)... Dear ****** : Thank you for the information received. Please send the following, to further process your claim. * The baggage coverage on this policy is secondary/excess. Please submit a copy of your homeowners/renters settlement check or denial letter. * If the value of the items that you are claiming are less than the homeowners/renters deductible, please provide a copy of the homeowners/renters insurance declaration page showing the deductible amount. To ensure efficient processing of the claim, please include a copy of this letter with any documents you submit to the Claims Department. Myself: I replied back with the homeowners insurance copy on (10/6/2015)... Travelguard: (10/7/2015) Thank you ******…for the copy of the homeowner’s insurance information. Your claim is being reviewed for payment. Please note that the Baggage and Personal Effects benefit limit coverage on all losses for cameras and computers is an aggregate of $500.00. Therefore the amount for your claim that is being reviewed for payment is total $622.39 ($500.00 aggregate for the camera & computer, plus the damaged bag $122.39 = $622.39). If any additional information would be needed we will let you know. Otherwise allow 7 to 10 days to receive the check in the mail. Let me know if you have any questions or concerns. Thank you and best regards. Traveguard: Basically travelguard called me a few days later (***** ******)###-###-#### saying oh sorry your claim is denied because you dont have a police report, i let them know the reason i couldn't & didnt have enough time before departure and they basically said they cant do anything & wont reimburse me anything. i sent ***** ****** from travelguuard an email...(*****.**************) Hello *****, Please see attached for screenshot . It does say there is an alternative to the police report. (see link http://www.travelguard.com/aboutus/claims/claimsTG/ ) go to baggage loss section. It states "If no incident report was filed, we need proof of travel, such as a ticket stub, itinerary, or invoice, something that proves travel on that date." If this is not the case TravelGuard is trying to confuse the consumer. also Basically you are saying then there is a loop of coverage it does not cover stolen items, Because if someone has a stolen item before departure in a foreign country they are basically out of luck. There is nothing that they can do. How can you expect them to get a police report if they don’t have time & were leaving the country. Also like I stated in Russia, they wanted me to leave the TSA security area in order to file for a police report, which I did not have time for. I’m not going to pay $1000+ dollars for a later flight just for a police report; TravelGuard has to understand that ever country has different expectations/Rules, Sometimes you cannot get a police report. Also I got the “Platinum” package which is supposed to have the best coverage, turns out you are not trying to cover me at all. This claim does need to get paid.

Desired Settlement: Resolution needed: Basically they need to approve my claim and pay me out, this is unfair business practices and they are trying to confuse the consumer. look at link http://www.travelguard.com/aboutus/claims/claimsTG/ go to baggage loss section. It states "If no incident report was filed, we need proof of travel, such as a ticket stub, itinerary, or invoice, something that proves travel on that date."

Business Response:

To whom it may concern:

This is in response to the concerns raised by Mr. ****** regarding his baggage claim.

According to the information provided, Mr. ******’s luggage was damaged and items were stolen while traveling.  Unfortunately, we did not receive a police report for the theft or a proof of loss for the damage; therefore, we are unable to extend coverage for the loss. 

Please refer to the policy wording, which states in pertinent part:

Baggage and Personal Effects Proof of Loss: The Insured must:

(a) report theft Losses to police or other local authorities as soon as possible;

(b) take reasonable steps to protect his/her Baggage from further damage and make necessary and reasonable temporary repairs; (The Company will reimburse the Insured for those expenses. The Company will not pay for further damage if the Insured fails to protect his/her Baggage);

(c) allow the Company to examine the damaged Baggage and/or the Company may require the damaged item to be sent in the event of payment;

(d) send sworn proof of Loss as soon as possible from date of Loss, providing amount of Loss, date, time, and cause of Loss, and a complete list of damaged or lost items; and

(e) in the event of theft or unauthorized use of the Insured’s credit cards, the Insured must notify the credit card company immediately to prevent further unlawful activity.

Notice of Loss. If the Insured's property covered under the Policy is lost or damaged, the Insured must:

(a) notify Travel Guard as soon as possible;

(b) take immediate steps to protect, save and/or recover the covered property;

(c) give immediate notice to the carrier or bailee who is or may be liable for the Loss or damage;

(d) notify the police or other authority in the case of robbery or theft within 24 hours.

Proof of Loss. The Insured must furnish Travel Guard with proof of Loss. Proof of Loss includes police or other local authority reports or documentation from the appropriate party responsible for the Loss. It must be filed within 90 days from the date of Loss. Failure to comply with these conditions shall not invalidate any claims under the Policy.

Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy.  While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured. Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.

Thank you for the opportunity to review and respond to Mr. ******’s concerns. If Mr. ****** has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####.

Sincerely,

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

***

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RE: Claim # ******* I was advised by Travel Guard AIG that my trip insurance claim due to a medical condition was denied due to a "pre-existing medical condition exclusion", due to the fact that I saw my doctor less than 90 days before my claim. I have a Workers Compensation injury that is permanent in nature. I visit my doctor regularly to prevent exacerbations as per my doctors recommendation. I was in a great deal of pain and according to my doctor, I was "unable to travel". A doctors note was supplied to Travel Guard AIG explaining this. The exacerbation and inability to travel was not the result of a pre-existing condition. My Doctors visit within the 90 window was simply routine preventative care, not because I was experiencing exacerbation. I have visited this doctor routinely for nearly 25 years to prevent this type of occurrence. Additionally troubling to the denial of my claim is the fact that when I contacted Travel Guard AIG on July 16th to start my claim (4 days before my flight), the claims agent instructed me to "not" contact Frontier Airlines to cancel my flight, but to "no show" my flight. I was told that cancelling my flight would disqualify me from my ability to file a claim, so I did not. Had I at contacted Frontier Airlines, I could have at least received a partial credit. By following the direction of the Travel Guard AIG agent, I lost that opportunity. The Travel Guard AIG agent never advised me of that risk. That conversation was recorded. I seek compensation for the full amount of my claim. $284.20

Desired Settlement: Collection of my insurance claim in the amount of $284.20

Business Response:

To whom it may concern:


This is in response to the concerns raised by Mr. **** regarding his Trip Cancellation claim.

Thank you for the additional information; new claim information regarding the Trip Cancellation has been received and is under review. A Claims Quality Assurance representative will be in contact with Mr. **** once their review has been completed.  Please be advised that we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured. 
 

Thank you for the opportunity to review and respond to Mr. ****’s concerns.  If Mr. **** has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####. 

Sincerely,

 

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

***

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hello, 

I am truly sorry to continue to bother you, but its been nearly 10 days and I don't want to close this complaint until I receive an answer.  The business has only responded in saying that the claim is still under review. 


Regards,

******* ****

Business Response:

To whom it may concern:

This is in response to an appeal we received in reference to the denial of Mr. ****’s Trip Cancellation claim. 

During our review, we took the following information into consideration:

  • Claim form with supporting documentation

  • Trip insurance product ****** P1 10/06

  • Letter of appeal along with letter from *** ******* ** ******** **** dated 09/25/15

    We appreciate the opportunity to review Mr. ****’s claim information once again.  Our records indicate that the policy effective date is 07/04/15, with travel scheduled to commence on 07/20/15 through 07/23/15.

    The initial claim correspondence received indicated that the trip was cancelled due to a medical condition.  Unfortunately, Mr. ****’s claim was denied as there was treatment for the condition prior to the effective date making it pre-existing and excluded from coverage. 

    The letter from *** ******* indicates the condition is pre-existing; however the reason for the cancellation was due to the worsening of this condition.  Unfortunately, as this condition was treated prior to the effective date and there wasn’t a new medical condition found to have prevented the travel we find that the condition is pre-existing per the policy definition. 

    There is also mention in Mr. ****’s appeal that our representative advised him not to contact Frontier Airlines to cancel the flight.  As a consumer it is the traveler’s decision how they would like to proceed when cancelling travel arrangements and the information provided would not change the outcome of this claim.  Unfortunately, at this time we find that no new information has been submitted to support a covered loss and the condition that prevented travel was pre-existing and is excluded from coverage. 

    While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.

    Thank you for the opportunity to review and respond to Mr. ****’s concerns.  If Mr. **** has any further questions relating to his claim, we welcome him to contact our  Claims Department at ###-###-####.

    Sincerely,

    ******* ***** (****** *******)

    ***

10/19/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Travel Guard Insurance to cover unanticipated events involving a cruise to Alaska with the trip dates of 08/30/15 to 09/06-15. Prior to the trip, my traveling companion cancelled. It is important for me to have a traveling companion due to physical limitations caused by ******* ***** ***** *******, including inherited bilateral polyneuropathy, resulting in muscle weakness and loss of sensation in both my feet, lower legs and lower arms and hands. This results in ataxia ( difficulty with balance ) and difficulty navigating curbs and stairs due to muscle weakness. This is why I need a traveling companion to help me when I am climbing stairs or stepping up or down curbs. I also need help with maintaining my balance when I have to stand in one place for any length of time. I am able to stabilize my standing by supporting myself by leaning on or holding hands with a companion. When my traveling companion canceled, I was left without assistance. The Complex Claims Adjuster denied my request for reimbursement, stating that I applied for " personal reasons". This is incorrect. I very much wanted to go on this trip and had to cancel due to a medical condition requiring assistance at times.

Desired Settlement: I want to be reimbursed for the cost of the trip, which I had to cancel due to the need for a traveling companion to provide assistance with medical issues.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ******* concerning her travel claim.

According to the information provided, Ms. *******’s trip was cancelled due to personal reasons surrounding her Traveling Companion choosing to no longer take the trip with her.  Unfortunately, this is not recognized as a covered event under the terms of the Trip Cancellation benefit and we are unable to extend a claim payment. 

Please refer to the policy wording, which states in pertinent part:

Section IV

EXCLUSIONS AND LIMITATIONS

The following exclusions also apply to Trip Cancellation and Trip Interruption:

Unless otherwise provided by this plan Benefits will not be provided for any loss resulting (in whole or in part) from:

…(b) changes in plans by the Insured, a Family Member or

Traveling Companion for any reason, unless Cancel for

Any Reason was purchased;…

Section II - Benefits

TRIP CANCELLATION AND/OR INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on

his/her Trip due to any of the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, Business Partner or Host at Destination;

(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing continued participation in the Trip;

(2) Sickness or Injury of a Family Member not traveling with the Insured must be because their condition is life-threatening as certified by a Physician, or they require the Insured’s immediate care. Such disability must be so disabling as to reasonably cause a Trip to be canceled or interrupted and must be certified by a Physician;

(3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician;

(4) Sickness, Injury, death or hospitalization of the Insured's Host at Destination. A Physician must certify the Sickness or Injury.

(b) Financial Default of an airline, Cruise line or tour operator provided the Financial Default occurs more than 14 days following an Insured's effective date for the Trip Cancellation or Trip Interruption Benefits. There is no coverage for the Financial Default of any person, organization, agency, or firm from whom the Insured purchased travel arrangements supplied by others. This coverage applies only if insurance was purchased within 15 days of Initial Trip Payment;

(c) Inclement Weather causing delay or cancellation of travel;

(d) Strike causing complete cessation of travel services at the point of departure or Destination;

(e) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary;

(f) the Insured’s Destination being made Uninhabitable or Inaccessible by flood, tornado, earthquake, volcanic eruption, fire, wildfire or blizzard that is due to natural causes;

(g) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;

(h) the Insured or Traveling Companion is called to active military service or military leave is revoked or reassigned;

(i) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;

(j) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This

provision is not applicable to temporary employment, seasonal employment, independent contractors or selfemployed persons;

(k) a named hurricane causing cancellation or interruption of travel to the Insured’s Destination that is Inaccessible or Uninhabitable. Claims are not payable if a hurricane is foreseeable prior to the Insured’s effective date. A hurricane is foreseeable on the date it becomes a named

storm. The Company will only pay the benefits for Losses occurring within 30 days after the named hurricane makes the Insured’s Destination Uninhabitable or Inaccessible;

(l) mechanical/equipment failure of a Common Carrier that occurs on a scheduled Trip and causes complete cessation of the Insured’s travel and results in a Loss of 50% of the Insured’s Trip length;

(m) the Insured or Traveling Companion is required to work during his/her scheduled Trip. He/she must provide proof of requirement to work, such as a notarized statement signed by an officer of his/her employer. In the situation of self-employment, proof of self-employment and a notarized statement confirming that the Insured is unable to travel due to his or her job obligations will be required;

(n) the Insured or Traveling Companion is directly involved in a merger, acquisition, government required product recall or bankruptcy proceedings and must be currently employed by the company that is involved in said event; or

(o) the Insured’s or Traveling Companion’s company is deemed to be unsuitable for business due to burglary or Natural Disaster and the Insured or Traveling Companion is directly involved as a Key Employee of the disaster recovery team.

It has been verified that the trip was cancelled due to personal reasons.  Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy.  While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.

Ms. ******* has been provided a new medical certificate to be completed by the treating physician.  We also recommend she include a copy of her medical records dating between 11-23-14 through 08-30-15; once these items are received, we will continue to review the Trip Cancellation claim.

Thank you for the opportunity to review and respond to Ms. *******’s concerns.  If Ms. ******* has any further questions relating to her claim, we welcome her to contact our  Claims Department at ###-###-####.

Sincerely,

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

***

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ******* regarding her Trip Cancellation claim. 

The initial claim correspondence received indicated that the trip was cancelled due to Ms. *******’s traveling companion cancelling the trip.  Unfortunately, we were unable to extend coverage for the loss as cancelling the trip due to a Traveling Companion choosing not to take the trip is not a covered reason under the Trip Cancellation benefit. 

On appeal we received a medical certificate filled out by Dr. ******** indicating the medical condition being treated has a restriction that necessitates being accompanied by someone when traveling.  This information does not provide the dates Ms. ******* was treated for this condition that prevented travel.  The policy purchased excludes pre-existing condition as defined below. 

Please refer to the policy wording, which states in pertinent part:

Section IV EXCLUSIONS AND LIMITATIONS GENERAL EXCLUSIONS

This plan does not cover any loss caused by or resulting from: … (o) PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Company will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition (excluding any condition from which death ensues) of an Insured, Traveling Companion, Business Partner or Family Member which, within the 180 day period immediately preceding and including the Insured’s coverage effective date:

(a) first manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment;

(b) for which care or treatment was given or recommended by a Physician;

(c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines.

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured. Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased. We encourage Ms. ******* to furnish our office with the following information.  We will, of course, re-evaluate our position on this claim upon receipt and review of such information.

  • A copy of Ms. *******’s medical records for the period of 11/23/14 through 08/03/15 (date of cancellation) from all treating physicians for this condition.  The requested medical records are required for further investigation in determining if this condition is pre-existing to the policy effective date of 05/23/15.

    Thank you for the opportunity to review and respond to Ms. *******’s concerns. If Ms. ******* has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

    Sincerely,

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

    ***

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  Mr. ***** is obviously determined not to pay me for the insurance that I purchased. I will continue to provide medical proof of my physical condition and intend to report Mr. ****'s harassment to all social media sites as well as overview committees in an effort to receive the reimbursement that I am  entitled to, as well as warn  potential purchasers of Travel Guard travel insurance of the difficulty of dealing with this company. This is a very dishonest, money grabbing business whose obvious intent is to collect money and keep it!


Regards,

**** *******

10/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Aig has not reimbursed trip cancellation claim # *******. Originally booked trip to Netherlands with two friends for Aug 2014 and bought travel guard gold policy through the travel agent. One of the friends had to cancel due to sick pet so my friend and I changed our flights and booked a tulip time river cruise for march 2015. Sadly however,my friend had to cancel the trip due to personal responsibilities and I had to cancel because I could not afford single surcharge nor did I want to travel alone.

Desired Settlement: Refund of airline fare

Business Response:

To whom it may concern:
 
This is in response to the concerns raised by Ms. **** regarding her Trip Cancellation claim.
 
According to the claim notes, Ms. **** and her Traveling Companion, Ms. **** *** cancelled their trip due to the passing of Ms. ***’s Uncle. A copy of the death certificate showing cause of death has been requested in order to continue processing the trip cancellation claim.
 
In pertinent part, the policy states:
 
Section II - Benefits
TRIP CANCELLATION AND INTERRUPTION
The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:
(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, Business Partner or Host at Destination;
(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasona*** cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of
Loss preventing continued participation in the Trip;
(2) Sickness or Injury of a Family Member not traveling with the Insured must be because their condition is lifethreatening as certified by a Physician, or they require the Insured’s immediate care. Such disability must be so disabling as to reasona*** cause a Trip to be canceled or interrupted and must be certified by a Physician;
(3) Sickness or Injury of the Business Partner must be so disabling as to reasona*** cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician;
(4) Sickness, Injury, death or hospitalization of the Insured's Host at Destination. A Physician must certify the Sickness or Injury.
(b) Financial Default of an airline, Cruise line or tour operator provided the Financial Default occurs more than 14 days following an Insured's effective date for the Trip Cancellation or Trip Interruption Benefits. There is no coverage for the Financial Default of any person, organization, agency, or firm from whom the Insured purchased travel arrangements supplied by others. This coverage applies only if insurance was purchased within 15 days of Initial Trip Payment;
(c) Inclement Weather causing delay or cancellation of travel;
(d) Strike causing complete cessation of travel services at the point of departure or Destination;
(e) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary;
(f) the Insured’s Destination being made Uninhabitable or Inaccessible by flood, tornado, earthquake, volcanic eruption, fire, wildfire or blizzard that is due to natural causes;
(g) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;
(h) the Insured or Traveling Companion is called to active military service or military leave is revoked or reassigned;
(i) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;
(j) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;
(k) a named hurricane causing cancellation or interruption of travel to the Insured’s Destination that is Inaccessible or Uninhabitable. Claims are not payable if a hurricane is
foreseeable prior to the Insured’s effective date. A hurricane is foreseeable on the date it becomes a named storm. The Company will only pay the benefits for Losses occurring within 30 days after the named hurricane makes the Insured’s Destination Uninhabitable or Inaccessible;
(l) mechanical/equipment failure of a Common Carrier that occurs on a scheduled Trip and causes complete cessation of the Insured’s travel and results in a Loss of 50% of the
Insured’s Trip length;
(m) the Insured or Traveling Companion is required to work during his/her scheduled Trip. He/she must provide proof of requirement to work, such as a notarized statement signed
by an officer of his/her employer. In the situation of selfemployment, proof of self-employment and a notarized statement confirming that the Insured is unable to travel
due to his or her job obligations will be required;
(n) the Insured or Traveling Companion is directly involved in a merger, acquisition, government required product recall or bankruptcy proceedings and must be currently employed by the company that is involved in said event; or
(o) the Insured’s or Traveling Companion’s company is deemed to be unsuitable for business due to burglary or Natural Disaster and the Insured or Traveling Companion is directly involved as a Key Employee of the disaster recovery team.
 
 
Section III
DEFINITIONS
“Family Member” means the Insured’s, or Traveling Companion’s spouse, civil union partner, Domestic Partner, Child, daughter-in-law, son-in-law, brother, sister, mother, father, grandparent, step-grandparent, grandchild, stepgrandchild, step-child, step-brother, step-sister, step-parent, parent-in-law, brother-in-law, sister-in-law, aunt, step-aunt, uncle, step-uncle, niece, nephew, legal guardian, Caregiver, foster Child, ward, or legal ward; spouse, civil union partner or Domestic Partner of any of the above. Family Member also includes these relations to the Insured’s or Traveling Companion’s spouse, civil union partner or Domestic Partner.
 
 
 
Once we receive the required information from Ms. ****, we can continue to review the claim.  Should Ms. **** have any questions regarding the information needed to review her claim, we welcome her to contact the claims analyst, ****** ********* at ###-###-####.
 
Thank you for the opportunity to review and respond to Ms. ****’s concerns.
 
Sincerely,
 
******* ***** ******* ********
 
***

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This response is repetitive and nonsensical.  My claim has been submitted because my travel companion cancelled so that she could continue to act as sole trustee of her brother's estate following the unexpected death of the co-trustee which has nothing to do with my claim.I had to cancel to avoid paying single supplement and traveling alone.  There is no dead uncle and never was!  I am disappointed in BBB for having no teeth, I suppose they have been replaced by online comment sites.

Regards,

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

Business Response:

To whom it may concern:
This is in response to the concerns raised by Ms. **** regarding her Trip Interruption claim.
We understand Ms. ****’s frustration and concerns; however, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.
Thank you for the opportunity to review and respond to Ms. ****’s concerns.  If Ms. **** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.
Thank you for the opportunity to review and respond to Ms. ****’s concerns.
Sincerely,
 
******* ***** ******* ********
 
***
 
 
 
 

10/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I, ****** ********** purchased three tickets from the turkish airlines for a trip to Georgia-Tbilisi about 6 months ago (end of January 2015), the confirmation # is ******, and the tickets were for Oct 10th. I was offered and advised to get insurance for the tickets, and I thought it would be a good idea. Thus, I purchased insurance from AIG TRAVEL GUARD insurance for all the tickets, the policy # for it is *********. It turned out that my friend-***** **** *******, ended up not being able to go, due to a medical problem. He is legally almost blind, and he's vision worsened, and he decided to not go (I showed medical papers to the agency of this). So, I decided to cash in my insurance; I canceled his ticket, and started the claim process (my claim number for it was *******). All this time, till today I've been trying to get the money back, I've sent them numerous forms, medical papers, and talked to them countless time, but no result. Its almost about to be a year in a couple of months since I purchased the insurance, and my trip is happening soon, and I am flabbergasted that in my 6 month process I still have yet to get my money back. Thus, I am making this complaint.

Desired Settlement: I would like to get the money for the ticket back.

Business Response:

To whom it may concern:
 
This response is regarding the concerns raised by Mr. ********** regarding his friend, Mr. ***** *******’s trip cancellation claim. 
 
According to the claim documentation, Mr. *******’s trip was cancelled due to a medical condition.  To determine coverage under the policy and to confirm if Mr. *******’s policy is eligible for the pre-existing medical condition waiver, we need to confirm whether he was medically able to travel at the time the policy was purchased.
 
Mr. *******’s policy states, In pertinent part:
 
Extra coverage
(when coverage is purchased within 15 days of initial Trip deposit):
• Pre-Existing Medical Condition Exclusion Waiver if You purchase this coverage, and You are not disabled from travel at the time You pay the cost.
 
We have contacted Mr. *******’s physician’s office to obtain the doctor’s statement; however, they require the request be submitted in writing with their own specific Medical Authorization for Release of Information form. The release form was sent to Mr. ********** on 6/26/15, 7/16/15, 8/25/15 and 9/14/15.  Mr. ********** submitted the requested form on 9/18/15 and the written request for the medical information was resent on 9/21/15. Once we receive the required physician’s statement confirming if the insured was medically able to travel when the insurance was purchased, we can continue to review the claim.  Should Mr. ********** have any questions regarding the information needed to review the claim, we welcome him to contact the claims analyst, Courtney Vang, at 1-800-826-7791 extension 11036.
Thank you for the opportunity to review and respond to Mr. ********** concerns.
Sincerely,
 
******* ***** ******* ********   ***  
 
 
 
 

10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company sold me travel insurance claiming they would reimburse any unforeseen travel expenses due to a trip interruption. I purchased their contract along with my airline tickets through an on-line retailer. When I arrived for my ****** ****** *** on July 13, 2015 I suddenly started to bleed from the nose profusely for about 2 hours. It stopped for a while but once in the plane it started again and other passengers noticed. I was approached by several flight attendants and they wanted to know what was wrong. They went and told the captain (pilot) of the plane and they came back again and told me to leave the plane due to my medical condition. As a result I was forced to purchase another bus ticket home and back to the airport the next day costing me an additional $50. I want this company to uphold its agreement that they would reimburse me for my unforeseen medical condition like their contract states. Travel Guard is making excuses now saying they want a written note from the airline which is impossible to get! I already gave them the airline tickets and extra bus tickets showing I had to board the very next day for my international flight! This company is nothing but a scam as I am finding out with lots of complaints against them.

Desired Settlement: I want my $50 bus tickets reimbursed for my unforeseen medical condition resulting in being removed from the airplane and missing my flight.

Business Response:

To whom it may concern:
 
This is in response to the concerns raised by Mr. ******* concerning his travel claim.
 
According to the information provided, Mr. ******* was denied boarding due to a medical condition. Medical conditions that cause interruption or cancellation of the intended travel are required to be certified by a Physician. Unfortunately, as a Physician did not certify the loss, benefits would not be payable under Trip Interruption.
 
Please refer to the policy wording, which states in pertinent part:
 
TRIP CANCELLATION AND INTERRUPTION
The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:
(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner;
(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip;
(2) Sickness or Injury of a Family Member not traveling with the Insured;
(3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.
(b) Inclement Weather causing delay or cancellation of travel; 
(c) Strike causing complete cessation of travel services at the point of departure or Destination;
(d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary;
(e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;
(f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination;
(gi) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;
(h) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than 14 days after an Insured’s effective date of coverage provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons.
 
“Physician” means a licensed practitioner of medical, surgical, dental, services or the healing arts including accredited Christian Science Practitioner, acting within the scope of his/her license. The treating physician cannot be the Insured, a Traveling Companion, a Family Member, a Business Partner or retained by the Policyholder.
 
Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred.  The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss. Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, cruise or other tickets if he/she is claiming the value of those unused tickets.
 
Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy.  While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.
 
Thank you for the opportunity to review and respond to Mr. *******’s concerns.  If Mr. ******* has any further questions relating to his claim, we welcome him to contact our  Claims Department at ###-###-####.
 
Sincerely,
 
******* ***** ******* ********
 
***
 
 
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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


In a previous message, you stated that you needed written verification from United Airlines showing that I was indeed removed from the flight due to medical conditions.  You now have an e-mail statement from the airline proving this.  I don't know the reason for further delays in resolving this simple matter.  I will be saving these messages and forward them to ***** ****** of ******* * ************** as this company definitely needs some 'public exposure'.   

Business Response:

To whom it may concern:

Mr. *******'s claim was forwarded to his claim analyst and payment in the amount of $50 was requested on 9/17/15. Check # ******* should be received by Mr. ******* within the next 7-10 business days.

Thank you for the opportunity to address Mr. *******'s concerns.

Sincerely,

******* ***** ******* ******** *** 

9/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased travel insurance for my trip to Detroit on 9/2. unfortunately my brother in law passed away. Travel Guard requested when I filed a claim the Death Certificate. I advised them that I did not understand why they required that level of detail. Due to issues with Identify theft of deceased persons, my family does not allow that type of information to leave their possession. The agent I told this to, advised me to just send in the docuementation that I had, which was the funeral program, the signed document from the Funeral Director, and I included a map where he was buried. I did this last week, and yesterday received a reply back that they wanted the death certificate. My first issue is that they want this level of detail, and when I inquired about that they did not reveal at the time I purchased the ticket. I do not even recall receiving an email with the details of the policy. They need to include that information prior to people purchasing their insurance. I am upset because the agent I spoke with made it sound as if they would accept the documentation that I did have, and am very disappointed that they did not honor that, and again asked for a death certificate. I checked with various people who have purchased other travel insurance, and they have never been asked to provide that information. Not only that Death Certificates are not cheap either. I want to report them, and I want the money for the ticket back, as they agreed. My next call is to the State's Atty.

Desired Settlement: Refund, and improvements to their notification process for people prior to purchasing the insurance. If I had been given this information prior, especially knowing that I had an ill relative, I would not have purchased the insurance and would have sought another means of insuring my travel.

Business Response:

To whom it may concern:
 
This is in response to the concerns raised by Ms. ***** regarding her Trip Cancellation.
 
According to the information provided, Ms. *****’s trip was cancelled due to the passing of a family member.  Please allow us to express our sincere condolences to Ms. ***** for her loss.
A copy of the death certificate or a physician’s letter showing cause of death has been requested since certain General Exclusions apply to the policy. Proof of loss is required in order to continue processing the trip cancellation claim.
 
Please refer to the policy wording, which states in pertinent part:
 
Trip Cancellation and Trip Interruption Proof of Loss. The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred. The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss. Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, cruise or other tickets if he/she is claiming the value of those unused tickets.
 
Once we receive the required information from Ms. *****, we can continue to review the claim.  Should Ms. ***** have any questions regarding the information needed to review her claim, we welcome her to contact the claims analyst, Nicole Niewiadomski at ###-###-####.
 
Thank you for the opportunity to review and respond to Ms. *****’s concerns.
 
Sincerely,
 
Matthew ***** ******* ********
 
***
 
 

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughter was on a chorus trip as part of a group to New York City. My daughter has Celiac's Disease and several other food allergies. My daughter has been on at least 4 other trips with her chorus (during which time she has had the same condition), and never had a problem. I contacted all of the places that her group was to visit, and received some assurances that they would be able to meet her dietary needs (plus due to the fact that she had been on several other trips, and had no problems), I felt it would be ok for her to go on the trip. When she went on the trip I sent some food with her (to meet her dietary needs). She however, did not have acce** to a microwave oven to cook meals, so we were limited, and some of her food had spoiled during transit. After a couple of days into her trip, the places that the organization went to were very unaccommodating to her dietary needs, and could not guarantee that they could be met. Therefore she went several days eating little to nothing, and had difficulty being able to participate in all of the trip, it was decided that she needed to eat for her health, and that she should come home. We submitted all of the requested paper work for AIG Travelguard, and were told that our claim would not be covered, because her issue was not a covered problem. I don't know how not being able to eat would not be covered.

Desired Settlement: We would like to be reimbursed to the extent possible on our claim of $500. Our expenses to have her sent back home and for the portion of the trip that she missed far exceed this claim. At a minimum, we feel that we should be reimbursed the cost of the policy for the 3 years that we obtained the insurance (approximately $150), because had we known that they wouldn't cover a claim for these reasons, we never would have obtained the insurance in the first place. Our school group has stated that they have never had any problems with this company in the past, and it is a shame that we have to be the exception.

Business Response:

To whom it may concern:

We have completed our review of
Ms. **** *****’s Trip Interruption claim for response to the concerns Ms.
****** ***** raised in her complaint.  Please
note the medical documentation provided was not signed by the treating medical
professional and also was not on the medical provider’s letterhead. 

While we acknowledge and
understand Ms. *****’s position, the documentation that has been submitted does
not support payment of the claim. 
However in an attempt to resolve and re-evaluate the reason the trip was
interrupted, we welcome Ms. ***** to submit the following to review:

·        
A signed statement on the medical provider’s
letterhead from the nurse who saw Ms. ***** during travel

·        
A physician’s statement from Ms. *****’s physician
that can attest to the medical condition and the necessity to leave the trip at
the time of the loss

Once this documentation is received,
we will review Ms. *****’s lo** being claimed.  
Should Ms. ***** have any questions, we welcome her to contact our
claims department at *************.

Thank you for the opportunity to review and respond to Ms. *****’s concerns.

 

Sincerely,

 

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

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

 

/**

Consumer Response: Better Busine** Bureau:

I have reviewed the response made by the busine** in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On Wed, Sep 2, 2015 at 10:32 AM, ***** ***** <***************************> wrote:

I sent the company additional information, and they said they will not respond for up to 4 weeks.  This item is still not resolved.


Regards,

****** *****

Business Response:

To whom it may concern:
 
This is in response to the concerns of Ms. ***** relating to her daughter’s Trip Interruption claim.
 
The additional information submitted regarding the Trip Interruption claim has been received and is currently  under review. Ms. ***** will be receiving a response within the next 7-10 busine** days, once the review has been completed. 
 
Thank you for the opportunity to review and respond to Ms. *****’s concerns.  If Ms. ***** has any further questions relating to her claim, we welcome her to contact the Claims Dept. directly at ###-###-####.
 
Sincerely,
 
******* ***** ******* ********

/ **
 

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Policy#: ********* Claim #: ******* Itinerary I flew to Spain on the 20th of July 2014 from Tampa Florida to Madrid. My round trip ticket was till the 25th of august 2014. I purchased insurance with Travel Guard for $42.18 I was mostly through southern Spain, in Andalucia. On the last day of my stay, the 24th of august 2014 I left for Madrid from Seville. It was to be a six hour road trip, but due to road work detour, and been stuck in traffic due to an accident I lost my 11AM flight from Madrid to Atlanta. Have to spend the night in Madrid at 51, 76 euro a night, and purchase another ticket for the following day the 26th of august 2014. The cost for the ticket was $854.00 dollars, plus $142.00 agent fee, hotel $42.18 for a total of $1038.18 As soon as I got back I contacted Travel insurance and explained what had happen, they email me a (Claim Form) with required documentation: ITINERARY OUTLINING TRIP, PROOF OF REASON FOR THE CLAIM, PROOF OF TRIP PAYMENT, EXPLANATION FROM THE INSURED, INVOICE WITH TRIP COSTS, COPY OF PAYMENT FOR ADDITIONAL AIR FARE, COPY OF NEW/REVISED AIRLINE TICKET INCURRED DURING THE TRIP. The first claim form I send with all the required information i was told it was not good enough. After a couple of phone calls and talking to them, I was told, I need it to send another claim form explaining the trip interruption in more detail. And now that I done that, they are telling me, they need a police report of the accident in wish i was not part off. Best regards. ******* *******.

Desired Settlement: After almost a year of dealing with this situation, I just want to put a end to it, and get a refund.

Business Response:

To Whom It May Concern:

This response is regarding the concerns raised by Mr. ******* regarding his claim. 

 

According to the claims records, Mr. ******* interrupted his trip due to a traffic accident en route to his trip departure.  A letter of request was mailed to Mr. Olivro on 10/28/14 and 6/29/15 requesting the following required information:

 

·          Proof of reason for the claim.  If delayed due to traffic accident, need police report.

 

We are unable to further process the Trip Interruption claim without this information. Once we receive the required information from Mr. *******, we can continue to review the claim.  Should Mr. ******* have any further questions regarding the information needed to review his claim, we welcome him to contact the claims analyst, Jennifer Crivello at 1-800-826-7791 extension 14830.

 

Thank you for the opportunity to review and respond to Mr. *******’s’s concerns.

Sincerely,

 

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

  ***

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

9/6/2015 Problems with Product/Service | Complaint Details Unavailable
8/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased travelgaurd protection for a vacation that my family was taking. Being a military family, we know things change at the last minute. We purchased flights and found a resort 10 months in advance, in order to obtain good rates. In March 2015, we were notified of a restriction to the leave location and dates. Leave was not to start until June 8th, 2015 and we could only travel to the 48 cont. states. NO international travel. I filed my claim through the vacation insurance, since our flights were not reimbursable. This was done in Mid March. I checked the status of my claim one month later, as they instruct not to contact them before that time. A customer service rep asked me, "didn't you get the letter we sent?" I had not. She emailed the letter that informed me that additional information was needed, A letter from my husband's command indicating that the leave guidelines had been changed. This was immediately provided. I followed up again and was informed that a letter from my husbands command indicating that the guidelines had not provided earlier, and the effective date of the instructions. This was immediately provided. I followed up again. I was now informed that travel guard was sending emails to my husband's command, requesting additional information but they had not been responded to. Again, they did not provide any information about the status of my claim, or the difficulties they were encountering. The unit had deployed for a month at this point, so his command could not follow up. Upon their return, he checked his email and had in fact, not received anything from travelgaurd. We coordinated a three way call with command, myself, and the travelgaurd representative. During this call, they asked to verify his email address again, as this was done with me when he was deployed. They did not ask what they were needing. They informed us that, again, an email would be sent. This is now June. I followed up one week later with command. No email. I called AIG and requested another way they could obtain the information. The representative became irate with my frustration and then informed me that command could call (this was done the previous week). I asked to speak to a manager, they informed me that he was out of the office. I could leave a message. I did. He called me 2 days later to inform me that he would look into this matter, and provide me an answer by the end of the day. 3 days later, I had not heard from him. I called back and requested to speak with him. I was informed that he left early for the July 4th holiday (July 3rd) and would be back the following Monday. I called back the following Monday, and was informed that he would be out for another week. My case manager was apparently not available either. The rep informed me that they needed to ask command, what date the new guidelines were released. This I had already provided by a notice from command, in one of the previously requested documents. This time I was informed that he could email the response to them. (what a novel idea). Today is July 12 th, 4 months after I filed my claim and have not received any of the $9,934.72 that I claimed for the flights we could not take.

Desired Settlement: I would like to be finally provided with my claim amount, as this situation was covered by the travel plan, in the amount of 9,934.72.

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ***** regarding her Trip Cancellation claim.

We understand Ms. *****’ frustration and concerns; however, the requested documentation is required information to finalize the Trip cancellation claim.

The Claims director sent a request to Daniel Lee to obtain the necessary information and has a reminder set for Monday, 7/20/15, to follow up with Mr. L** regarding the request. Once we receive the required information, we can continue to review the claim. 

We encourage Ms. ***** to contact the claims dept. directly at ###-###-#### with further questions regarding her Trip cancellation claim.

Thank you for the opportunity to review and respond to Ms. *****’ concerns.

Sincerely,

 

Matthew F**** ******* ********

 

/**

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The effective date of the travel guidance changes was already provided to the business in one of the previously requested documents. The information was disseminated 3/16/2015 A.K.A. ********. Please see the attached document. Hence, there should not be any delay in providing the complete claimed value.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

 

 

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ***** regarding her Trip Cancellation claim.

We understand Ms. *****’ frustration and concerns; however, the requested documentation is required information to finalize the Trip cancellation claim.

The Claims director sent a follow up request to Daniel Lee on 7/15/15 to obtain the necessary information. Once we receive the required information, we can continue to review the claim. The attached information is duplicate to information already provided on Ms. *****' fileand is not sufficient to finalize the claim.

We encourage Ms. ***** to contact the claims dept. directly at ********** with further questions regarding her Trip cancellation claim.

Thank you for the opportunity to review and respond to Ms. *****’concerns.

Sincerely,

Matthew F**** ******* ********

/**

Complaint Attachments

7/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a flight on Spirit Airlines to from West Virginia to Fort Lauderdale for August 13, 2014-August 20, 2014. I purchased Travel Guard Insurance. I had a year to file a claim and get my money back. Prior to the trip, I had medical issues which was numbness and sciatica in my leg and couldn't hardly walk, and my leg kept giving out. I had to cancel the trip. I called and talked to different people in the claims department after that and told them I hadn't went to the doctor yet, and they told me it didn't matter when I went to the doctor. I was still having problems with my leg and I went to the doctor in February 13, 2015 and he filled out my claim form and signed it. Since I cancelled the flight, I have talked to different people in the claims department over the months and everyone I talked to told me it didn't matter when I filed the claim as long as it was within the year. A few days before the forms were faxed, I called the claims department, and a Lady helped me fill out the papers over the phone. I also told her about all the doctors information on that day, and she told me the same thing, that it didn't matter when I went to the doctor. The claim form along with all the necessary information was faxed in on June 15, 2015. They received everything, and on July 2, 2015 I received a call from a lady in the claims department telling me my claim was denied because I didn't go to the doctor prior to the flight. I told her I didn't have time because this problem with my leg came about late that night, and my flight was the next morning. Everyone I talked to previously said it didn't matter whether I went to the doctor right away or later on. I didn't expect my leg to start giving me any problems and I told her that the trip was to get away after losing my Mom. She proceeded to tell me that her boyfriend had just lost his Mom, which was sarcastic, and she was rude. I told her to listen to any recordings of my conversations with other people in the claims department and she said she said she wasn't allowed to listen to the recordings. She never offered to let me talk to a Supervisor.

Desired Settlement: Give me a full refund of $325.00 for the cost of the flight and travel insurance.

Business Response:

To whom it may concern:

 

This is in response to the concerns raised by Ms. ******** regarding her Trip Cancellation claim.

 

According to the information provided, Ms. ********’s trip was cancelled due to a medical condition.  It is noted that treatment occurred on 02/13/2015.  The policy effective date was 08/09/2014 and the policy Departure Date was 08/13/2014.  Unfortunately, the diagnosis date was after the insured trip was to have taken place, and benefits would not be payable under Trip Cancellation.

 

Please refer to Ms. ********’s policy wording, which states in pertinent part:

 

EFFECTIVE AND TERMINATION DATES

Effective Date: Trip Cancellation coverage will be effective at 12:01 a.m. Standard Time on the date following payment to the Company or the Company’s authorized representative of any required plan cost.

All other coverages will begin on the later of:

(a) 12:01 a.m. Standard Time on the scheduled Departure Date shown on the travel documents; or

(b) the date and time the Insured starts his/her Trip.

 

Termination Date: Trip Cancellation ends on the earlier of:

(a) the cancellation of the Insured’s Trip;

(b) the date and time the Insured starts on his/her Trip.

 

TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown on the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner;

1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; 

2) Sickness or Injury of a Family Member not traveling with the Insured;

3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.

(b) Inclement Weather causing delay or cancellation of travel;

(c) Strike causing complete cessation of travel services at the point of departure or Destination;

(d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary;

(e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;

(f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination;

(g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than 14 days after an Insured’s effective date of coverage provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;

(h) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival.

 

Trip Cancellation Benefits: The Company will reimburse the Insured for Forfeited prepaid Trip Cost up to the Maximum Limit shown in the Schedule or Declarations Page for Trips that are canceled prior to the scheduled Departure Date due to any of the Unforeseen events shown above.

 

Treatment has been verified to have occurred 02/13/2015 for the condition causing the loss.    Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy. 

 

Upon review for Ms. ********’s complaint, she notes on several occasions that she was advised by Travel Guard representatives that “it didn’t matter when I went to the doctor”. After receipt of the complaint, all phone call recordings associated with Ms. ********’s claim were monitored. Review of the phone calls determined that Ms. ******** was advised that she had 1 year to submit the claim documentation; at no time was Ms. ******** advised that it didn’t matter when she sought medical attention or otherwise advised incorrect information regarding her claim.  We maintain that this claim has been properly adjudicated.

 

Travel Guard prides ourselves on providing outstanding customer service and apologizes if Ms. ******** did not receive an exceptional customer service experience during her recent phone call regarding the outcome of her claim.

 

Thank you for the opportunity to review and respond to Ms. ********’s concerns.  If Ms. ******** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

 

Sincerely,

 

Matthew F**** ******* ********

 

***

 

 

 

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I booked a trip a year out (September 2014) and bought insurance from travel guard for the trip that was to take place in July of 2015. I bought the insurance at the time because I was pregnant. At the time of booking I was told by the insurance agent that ANY pregnancy related issue/maternity leave etc. would be covered by travel guard insurance as long it it is accompanied by a valid doctor's note. Unfortunately, I had to cancel the trip recently because I am on maternity leave with a colic baby of 2 months (I cannot travel with my baby) and have nobody to help me take care of my baby during the time of my trip. Also, my doctor said that they will be able to provide a note that I cannot travel with my baby and need to stay home to take care of him. I contacted TravelGuard recently, June 6, 2015, and the agent on the phone told me that I can probably get a refund if I explain my situation to them via email. I did as the agent proposed and the refund department told me that though my situation is unfortunate they cannot refund me the amount because they do not cover all pregnancy and maternity matters. It has to be some kind of dire or life threatening situation. This was not what I was told at the time I purchased the insurance. As I said before, I was told that ANY pregnancy/maternity related issue would be covered as long as I have a valid doctor's note. Also they claim that the information was given to me after I purchased the insurance. They are referring to a link that was provided in an email that I checked. It mentions what is covered, but is very vague. They also claim that they must administer what is in their contract. However, the contract between travel guard and myself is not valid, becoming unenforceable for the following reasons: 1. The link sent to me about what was covered was very vague (no details about pregnancy related issues that are covered) (information withheld) 2. The travel guard agent gave me incorrect information before I purchased the insurance (mistake on their part) 3. I purchased the insurance based on false information given to me by the travel guard agent. If the agency was honest with me from the beginning I would have never purchased the insurance in the first place. The agent at travel guard not only lied to me about what they cover, but also sent me a link that did not provide any detailed information on what they do and do not cover relating to pregancy.

Desired Settlement: I want travel guard to own their mistake and refund me a total of $129.30 which is the amount I purchased for the insurance for the trip.

Business Response:

Ms. ********,

Thank you for contacting AIG Travel Guard.  I have reviewed the information regardging travel insurnace policy *********.  In good faith I have canceled this policy and issued a refund back to the credit card used to purchase this policy ending in 7674.  The credit is in the amount of $129.30. 

Please allow 5-7 business days for this credit to appear on your statement.  If you have further questions please contact me at ###-###-####.

We value our customers and look forward to servicing you in the future. 
Thank you.

Kim K********

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

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

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

 

 

 

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Upon booking a flight with Frontier Airlines I purchased the travel insurance offered for my flight by Travel Guard.My daughter and I were scheduled a return flight to our hometown on Saturday, Jan. 17th, 2015. My daughter developed a cough and earache in the days leading up to the flight. On Friday, Jan. 16th at approximately 11am I contacted Travel Guard and asked them how I would file a claim to changed our flights. The lady I spoke to was very friendly and informed me that illness and the costs incurred were covered up to a total of $800 ($400 per person) and specifically included the increase in airfare. She told me it was very simple and that all I needed was a doctors note. I made an appointment at a local clinic that evening after travel guard closed, and based on the doctors recommendation changed our flights to the next available flight from FLL to SDF costing me a total of $535.16. On Travel Guards next day of business I called to file the claim and was told that there was specific paperwork that needed to be filled out by the doctor. I was not told this prior to the doctors visit in an out of town city. I was also told that the change in fare wasn't covered. I explained that this had all been cleared the previous Friday by an employee of Travel Guard who made it seem very simple. Instead I was given a medical release that I needed to sign so that travel guard could contact my childs doctor to prove this wasn't an ongoing issue, and several other documents to fill out and return. After no correspondence from Travel Guard I was refunded $150, just the fees required to change the flights, and not the difference of the cost of the flights. The difference of the cost of last minute flights is an incurred expense, and is not specifically named as something that is not covered, and I was told that it was!

Desired Settlement: I would like Travel Guard to refund by full amount of $536.16, as well as the cost of purchasing the Travel Guard insurance in the first place.

Business Response:

To whom it may concern:

 

This response is regarding the concerns of Ms. ****** relating to her Trip Cancellation claim.

 

In the claim documentation submitted, it is indicated that Ms. ****** cancelled her original trip due to a medical condition.  As a result, Ms. ******’ exchanged her original travel arrangements incurring a $150.00 cancel/change fee and an increase in airfare in the amount of $386.15 for new travel dates. Unfortunately, the increase in airfare is not recognized as a covered loss under the Trip Cancellation benefit.

 

In pertinent part, Ms. ******’ policy states:

 

TRIP CANCELLATION & INTERRUPTION

The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner; …

Trip Cancellation Benefits: The Insurer will reimburse the Insured for forfeited Trip Cost up to the Maximum Limit shown on the Schedule for Trips that are canceled prior to the scheduled departure for their Trip due to the Unforeseen events shown above.

It has been verified that the value of the original airfare was not forfeited and the additional airfare increase is not covered since it was not part of the original insured trip costs.  Ms. ****** has been reimbursed for the $150.00 cancel/change fee imposed on the original airfare that was insured under the policy purchased.  Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

Thank you for the opportunity to review and respond to Ms. ******’ concerns.  If Ms. ****** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

 

Sincerely,

 

Matthew F**** ******* ********

* **

 

 

Consumer Response: I called travel guard on Friday at 11am prior to this doctors visit and claim to clarify the process of filing a claim and whether or not the change in fair was covered. The representative specifically told me that the change is fare was covered and that it should be a fairly easy claim process. I was specifically told that it was covered, which was why I decided to fly the same airline for our return flight. If they had not told me that I would have used another airline for which I am a preferred customer Nd have enough miles for a free one way trip. I would not have paid the extra cost of they had not told me to do so. 

Business Response:

To whom it may concern:

Upon review of the phone call in question; Travel Guard has requested further reimbursement under Ms. ******' policy for the fare increase in the amount of $386.16. Ms. ****** should receive the reimbursement check within the next 5-7 business days.

Thank you for the opportunity to review Ms. ******' concerns.

Sincerely,

Matthew F**** ******* ********

***

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am currently on deployment in *********** in support of Deprartment of State Embassy duties. I was suppose to travel to Chicago on June 2nd using spirit airlines. I purchased travel insurance with travel guard in case I was delayed for any reason. As it turns out I was injured while here in ***********. My over seeing doctor told me I cannot travel until June 12th 2015. He drew up a letter explains my condition and severity of the injury. I submitted the document to travel guard. Travel guard responded to me and said my doctor must submit my medical records. That is a violation of HIPPA, my doctor nor myself feel comfortable releasing documents to a company let alone a 3rd party company. Travel guards policy states all that must be submitted is a doctors note. Here is travel guards policy on cacellation or interruption of a trip: Section II – Benefits TRIP CANCELLATION AND INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown on the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events: (a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; 1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; 2) Sickness or Injury of a Family Member not traveling with the Insured; 3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician. (b) Inclement Weather causing delay or cancellation of travel; (c) Strike causing complete cessation of travel services at the point of departure or Destination; (d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary; (e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury; (f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination; (g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than 14 days after an Insured’s effective date of coverage provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons; (h) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival. I submitted a letter from my doctor here at the U.S. embassy in *****, ***********. All I am requesting is a full refund for my plane ticket which is $380.40. Travel guard has been nothing but disrespectful and giving me several excuses as to why they won't give me a refund nor will they accept any of the documentation that their policy states. When a person pays for insurance the services should be rendered by the insurance provider. None of which I have seen.

Desired Settlement: I just want my refund of $380.40 The departure date has not even been fulfilled yet, I have not used any services by the airlines. This is why people purchase insurance for reasons such as mine explained above. Now please do the job that I have rendered payment for. Thank you

Business Response:

To whom it may concern:

 

This is in response to the concerns raised by Mr. **** regarding his Trip Cancellation claim.

 

According to the information provided, Mr. ****’s trip was cancelled as he was not allowed to leave *********** until a later date due to military orders.  Unfortunately, the loss is not covered as military orders are not a covered reason under the Trip Cancellation benefit. 

 

Please refer to Mr. ****’s policy wording, which states in pertinent part:

 

Section II – Benefits TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown on the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; 1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip;  2) Sickness or Injury of a Family Member not traveling with the Insured; 3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.

(b) Inclement Weather causing delay or cancellation of travel;

(c) Strike causing complete cessation of travel services at the point of departure or Destination;

(d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary; 

(e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;

(f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination;

(g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than 14 days after an Insured’s effective date of coverage provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;

(h) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival.

 

It has been verified that the trip was cancelled due to military obligations.  Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy. 

 

Mr. **** also contends that he was being treated for an injury prior to the cancellation of his trip. Mr. **** is encouraged to submitted further medical information from his treating physician including the date of diagnosis, dates of treatment, and specific diagnosis.

 

Mr. ****’s policy also states in pertinent part:

 

Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred. The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss. Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, Cruise, or other tickets if he/she is claiming the value of those unused tickets.

 

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased. We encourage Mr. **** to furnish our office with the following information.  We will, of course, re-evaluate our position on this claim upon receipt and review of such information.

 

  • A copy of the corresponding medical records from all medical providers treating the condition that caused the cancellation of the trip for a period of 11/16/14 thru 3/23/15 (policy termination date)
  • A statement from the treating physician confirming diagnosis, date of diagnosis and dates of treatment

 

 

Once we receive the required information from Mr. ****’s physician, we can continue to review the claim.  Should Mr. **** have any questions regarding the information needed to review his claim, we welcome him to contact the claims dept. at ###-###-####.

 

Thank you for the opportunity to review and respond to Mr. ****’s concerns.

 

Sincerely,

 

Matthew F**** ******* ********

 

***

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ****

 

 Obviously you people are not comprehending where I am and what it is I do. I am in *****, *********** that is in Asia. I am a military contractor. There are no insurance claims or hospitals. I can't have all this documentation you want filled out whenever I please. Get it through your thick ignorant brains that I am in a war zone. I just want my money back that I had insured through Travel Guard. I provided the paper work that was required per Travel guards policy. I gave you all that the prescribing embassy doctor could give me. This isn't civilian life over here where I have access to these types of documents. When I rerun to America (that is the United States, where I am currently NOT at right now) I will be calling whoever I must. This is obsurd! 

Business Response:

To Whom It May Concern:

In order to further review Mr. ****'s claim the following information previously sent to the insured is required:

 

* Medical Authorization form

* Physician’s statement providing specific diagnosis, date of diagnosis, and dates of treatment.

 

Until we receive the required information from Mr. **** or his physician, the claim will remain closed. 

Sincerely,

 

 

Matthew F**** ******* ********

 

***

6/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: May 29,2015 left for a cruise, flight US Air , before take off to Seattle,WA to arrive at 1:32pm for a pick up with Celebrity Cruise to Alaska we were told the flight is delayed with Mechanical problems after waiting 45mins.they boarded us and more trouble with the plane delayed again and sat in the plane until 1:30pm before take off we arrived in Seattle at 4:10pm by 4:40 the luggage arrived on the belt. the ship would not wait for us they want you on the ship by 4pm at the latest and the departs the pier a 5pm. I paid $34oo. and had ins. with Travel Guard Choice Plus Plan, they said the most we can get back $1000. plus we had to stay in a hotel for 2days until we could get a plane out to go home.we saved all our receipts,this doesn't seem fair to me.Can you help me in anyway.Travel Guard Claim #1913403 They said it was a miss connection how is that we on the plane we didn't miss it we were on that plane sitting all that time

Desired Settlement: I would like my full Cruise fee which was $3400. that I paid. and the Hotel fee which cost $199.plus taxes for 2 nights it was the only Hotel we could get was Sheraten in Seattle because of all the sports games that were played that same weekend.and eating, we saved all our receipts.

Business Response:

To whom it may concern:

 

This is in response to the concerns raised by Ms. *********.

 

We are unable to pre-approve or pre-deny a claim over the phone. We can only advise information based on the terms and conditions of the policy purchased by our insured. We strongly encourage Ms. ********* to contact our Claims Call Center at ###-###-#### option #3 to initiate a formal travel insurance claim.

 

Ms. ********* should have her policy # ********* available when contacting the Claims Dept. since this will be required to initiate the claim.

 

Once the claim is initiated and the necessary information is obtained, we will be able to properly review and adjudicate Ms. *********’s claim based on the terms and conditions of the insurance policy purchased.

 

Thank you for the opportunity to respond to Ms. *********’s concerns regarding her travel

insurance policy.

 

Sincerely,

 

Matthew F**** ******* ********

 

***

5/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was sold the product as insurance for a trip that I was going to take. The language was 100% misleading.

Desired Settlement: Cover the plane ticket cost as agreed.

Business Response:

To whom it may concern:

 

This is in response to the concerns raised by Mr. *******.

 

We are unable to pre-approve or pre-deny a claim over the phone. We can only advise information based on the terms and conditions of the policy purchased by our insured. We strongly encourage Mr. ******* to contact our Claims Call Center at ###-###-#### option #3 to initiate a formal travel insurance claim.

 

Mr. ******* should have his policy # 917954470 available when contacting the Claims Dept. since this will be required to initiate the claim.

 

Once the claim is initiated and the necessary information is obtained, we will be able to properly review and adjudicate Mr. ******* claim based on the terms and conditions of the insurance policy purchased.

 

Thank you for the opportunity to respond to Mr. *******’s concerns regarding his travel insurance policy.

 

Sincerely,

 

******* ***** (Claims Manager)

 

/ss

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This claim 2as essentially denied over the phone. I called twice and both times was told this claim is not valid. If your policy clearly states 100% refund due to change of plans, than you must honor that. If you are unable to honor that than change your policy so others are not mislead.

Regards,

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

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Your agent rejected my claim over the phone, told me don't waste my time. You have all pertinent information. Make the call.

Regards,

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

 

 

Business Response:

To whom it may concern:

Claim # ******* has been set up on behalf of Mr. *******. A copy of the claim form is attached to this response and is also being sent via USPS.

Mr. ******* needs to submit the requested documentation that is listed on the forms including a copy of the "100% refund" wording he states he received from the Spirit Airlines website.

If Mr. ******* has any further questions; he may contact the claims call center at ###-###-####.

Sincerely,

******* ***** (Claims Manager)

/ss

 

 

5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 15 August 2014, I paid Lindblad Travel $750.00 to reserve space for me on the Galapagos trip planned to begin 30 Jan 2014 and end 8 Feb 2015. On 22 Oct 2014 I purchased from *** ******** ****** ********* ******** (*** *********) a trip cancellation policy for $591.90. On Saturday 1 Nov 2014, as per the agreement with Lindblad I paid the final payment of $8035.00. On Monday 3 November 2013, my husband had an appointment with his orthopedic surgeon, who said he would have to have another surgery. I have been his primary caregiver for the last nine years, during which time he has had 2 surgeries. He is ** years old; I am ** years old. We made extensive plans for his care while I would be on the trip. When we were told he would require more surgery we discussed it with our primary care doctor and made the decision that I could not be away when he had his surgery. The date of the surgery was not given to us. On Friday 7 November 2014 I canceled my trip. The total cancellation fees were $2,072.50. I had purchased the insurance to protect myself and our money should I need to cancel the trip. I submitted my claim form on 7 November 2014. On 11 November 2014 our primary care doctor submitted a letter to *** saying he recommended that I not travel any time in the near future because of the surgery. Over the next four months, *** continued to request medical records to prove that there was a pre-existing condition and therefore there would be no reimbursement. We received the final decision 31 March 2015: there would be no reimbursement. This is a wrong determination. When we booked the trip and bought the insurance we did not know that he would have more surgery. The new surgery is a new issue not a preexisting one. I had also purchased flight insurance for this same trip from ******* ****** and had submitted the same letter from our primary care physician and their rules were the same - no pre-existing condition. They reimbursed the airfare in full.

Desired Settlement: I expect a refund of $2072.50, the cancellation fee for the trip.

Business Response:

To whom it may concern:

 

This is in response to the concerns raised by *** **** regarding her Trip Cancellation claim.

 

According to the information provided, *** ****’s trip was cancelled due to a family member’s medical condition.  It is noted that treatment occurred on 07/03/14.  The policy effective date was 10/23/14.  As treatment took place and symptoms were present prior to the effective date, the condition would be considered pre-existing and benefits would not be payable under trip cancellation.

 

Please refer to the policy wording, which states in pertinent part:

 

General Exclusions

This plan does not cover any loss caused by or resulting from:

 

…(o) PRE-EXISTING MEDICAL CONDITION EXCLUSION:

The Company will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition (excluding any condition from which death ensues) of an Insured, Traveling Companion, Business Partner or Family Member which, within the 180 day period immediately preceding and including the Insured’s coverage effective date: (a) first manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; (b) for which care or treatment was given or recommended by a Physician; (c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines.

 

Treatment and symptoms have been verified to have occurred during the 180 day period immediately preceding and including the policy effective date of 10/23/2014 for the condition causing the loss.  The policy purchased excludes medical conditions which meet the Pre-Existing Medical Condition Exclusion.  Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy.

 

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of these portions of the claim as it falls outside the scope of the coverage purchased.

 

Thank you for the opportunity to review and respond to *** ****’s concerns.  If *** **** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

 

Sincerely,

 

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

 

***

 

 

 

Business Response:

To whom it may concern:

 

This is in response to the additional concerns raised regarding *** ****’s Trip Cancellation claim.

 

The policy purchased for **** ****** trip is Travel Insurance; based on the terms and conditions of the policy, we find that the claim has been properly adjudicated.

 

While we understand **** ****** frustration and concerns and we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.   

 

We encourage *** **** to contact our Quality Assurance Dept. directly at 1-866-350-3256 with any further questions she may have regarding her Trip Cancellation claim.  

 

Thank you for the opportunity to review and respond to *** ****’s concerns. 

 

Sincerely,

 

******* ***** (****** *******)

 

***

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter. I do not consider this issue closed and can see that *** is stuck in their decision so discussion with them seems futile. Since my age group (**'s) are frequent travelers for pleasure, I will ensure that NAIC, travel agencies and travelers are aware that they must not use *** travel insurance, since *** does not follow the national law with regard to pre-existing conditions.]

Regards,

**** ****

 

 

5/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband ***** and I planned our Wedding/vacation last April. We booked our flight, with no insurance. Several months after booking our vacation *****'s father become ill, ** **** ***. When approaching our Wedding date/honeymoon neither one of us felt comfortable leaving at this time with his fathers health ailing. We called Travel Guard Insurance and talked to **** employee about our concerns. He said if we paid $118.86 to take out insurance would have our travel covered. We did. *****'s father became worse and we made the decision not to travel at that time. Made proper phone calls to Travel Agent to postpone our travel. Thank God we did, his father passed away April 29,2014. After funeral I called to rebook our Wedding.... to find out the insurance we took out did not cover the reservation that we were told. Not only did we lose out on the $118.86 we spent on the insurance, our vacation was charged over $1700.00 for a cancellation fee!!! We would like a credit for the insurance we purchased from Travel Guard. Please contact me with any information you could help me and my husband out with this matter. Thank you, ******* ** *********

Desired Settlement: ***** and I would like to be refunded $118.86. The amount it cost to purchase this insurance that did not cover what the employee said that it would. Thank you, ******* ** *********

Business Response:

Thank you for contacting Travel Guard. This insurance policy was purchased in April of 2014 and Travel Guard has been covering the trip for Trip Cancellation coverage since that date. We have reviewed both calls from the first call that was made to purchase with ****** and the second call with ****. Each call the customer addressed the concern and each representative explained the reasons that would be covered and never confirmed the situation described as being covered. The insurance has now been used to file a claim, so naturally we cannot refund the insurance since it's been utilized. We do issue refunds within the Satisfation Period and we review over requests before the travel dates. The travel dates in this case were back in April of 2014, so this policy is expired and the premium is non-refundable.

Our company always strives to give the finest quality service to our customers, while administering the contract as it is written. 

 

If you have further questions, please contact me directly.

I hope this addresses all your concerns.

 

Sincerely,

 

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

 

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

 

Fax +* *** *** **** | Tel +* *** *** **** Ext. *****

 

***************** | www.travelguard.com | www.aig.com

 

IMPORTANT NOTICE:

The information in this email (and any attachments hereto) is confidential and may be protected by legal privileges and work product immunities. If you are not the intended recipient, you must not use or disseminate the information. Receipt by anyone other than the intended recipient is not a waiver of any attorney-client or work product privilege. If you have received this email in error, please immediately notify me by “Reply” command and permanently delete the original and any copies or printouts thereof. Although this email and any attachments are believed to be free of any virus or other defect that might affect any computer system into which it is received and opened, it is the responsibility of the recipient to ensure that it is virus free and no responsibility is accepted by American International Group, Inc. or its subsidiaries or affiliates either jointly or severally, for any loss or damage arising in any way from its use.

 

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TravelGuard Inc has placed my home address on their mailing list, and has not removed it despite multiple requests. I have sent at least three emails to Travel Guard regarding this. I have never done business with TravelGuard, I don't know how they got my home address in the first place. They send me junk mail/advertising MONTHLY.

Desired Settlement: Just take me off your mailing list.

Business Response:

*****,

 

We removed your name from the mailing list on 3/24/15 but unfortunately, our last mailing list was pulled right before the date on which your name was removed. You can be assured that your name is indeed removed from all of our mailing lists and moving forward you will not receive mail from us in the future. We apologize for any inconvenience this may have caused.

 

Thank you.

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 9, 2014, I took my 2 grandsons to Kenya as a grad. gift and before they were due to begin military duty. I purchased travel insurance from Travel Guard for the 3 of us. This seemed to be a normal policy that covered matters like baggage delay, missed connection, trip cancellation, and trip delay. I submitted a claim form, and added proof of everything they asked for, such as flight stubs,receipts, etc. We started and ended the trip from Tel Aviv, which is where the boys live. Briefly, what happened to us this:, our original flight was on Ethiopian Airlines, but they cancelled our return to Tel Aviv without explalnation. (They told me my travel agent canc, which was not true.) Then they wanted us to rebook in business class, which was out of the question. They refunded the cost of the flight minus $150. We rebooked using Turkish Air., costing $876 more than Ethiopian Air. In Istanbul our flight to Nairobi was delayed over 12 hours due to storms. The insurance refused to honor the problems with Ethiopian and Turk. Air. without written proof. I finally sent them a printout of the weather that day in Istanbul that said all flights were delayed that day due to storms. I could not get written proof of why we were cancelled by Ethio. Air. The results of the delay in Istanbul caused us to miss a safari in Samburu, which we were sched. to arrive on a Friday a.m., This is a special area where there are unique animals and plants, and was a major loss for us. Since we arrived in Kenya late on Friday, we missed the safaris on that day. We chose not to go there on Saturday because the boys are religious and couldn't travel on that day. The ins. co. said that we missed the safari by our choice, but in truth, the safaris we missed were on Friday, which I told them but to no avail. And because we missed the safari, the group left without us and we had to be rebooked on a private tour at a cost of $1308 for the 3 of us. That was a loss also because we didn't have the opportunity to mix with other people on the safaris we did go on. I was told by ** *************** that the initial problems with the airlines was not covered because it happened before the trip. This doesn't make sense since if I had to cancel due to illness or some clamity, that probably would have been before the trip started. The purchase date normally starts the policy being in effect.

Desired Settlement: My claim, drawn with the help of my travel agent, was over $2,000. The ins. sent me a check for $53.88 which was for clothing and toiletries for the boys because of delayed luggage. They didn't honor anything else. I am planning to send you the paperwork for the claim, including the ins. company's follow-up letters and my replies.

Business Response:

To whom it concern:

 

This response is regarding the concerns raised by Ms. ****** regarding her claim. 

 

According to the information provided, Ms. ******’s trip was interrupted due the carrier cancelling the return portion of the trip.  As a result new airfare was purchased on 08/05/14 to travel from 08/06/14 thru 08/15/14.  The documentation received shows travel commenced on 08/07/14 to Istanbul, Turkey and during the layover to Nairobi, Kenya inclement weather delayed the departure. As a result, a travel visa was purchased to leave the airport. It is also noted travel became possible and Ms. ****** arrived in Nairobi, Kenya on 08/08/14. As the date of arrival was on a Friday, changes were made to the travel arrangements due to personal reasons. As a result Ms. ****** incurred additional expenses to reschedule the missed safari. Unfortunately, the claimed amount for the new airfare, the travel visa, and additional expenses for the new safari excursion are not recognized as covered losses under the Trip Interruption benefit.

 

Additionally, according to the information provided, additional hotel expenses were incurred while in Nairobi, Kenya resulting from personal reasons. Unfortunately, this is not recognized as a covered loss under the Trip Delay benefit.   

 

 

Please refer to the policy wording, which states in pertinent part:

 

Section II - Benefits

TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner;

1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip;

2) Sickness or Injury of a Family Member not traveling with the Insured;

3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.

(b) Inclement Weather causing delay or cancellation of travel;

(c) Strike causing complete cessation of travel services at the point of departure or Destination;

(d) the Insured’s Primary Residence being made Uninhabitable by Natural Disaster that is due to natural causes, vandalism or burglary;

(e) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;

(f) the Insured and/or Traveling Companion is involved in or delayed due to an traffic accident, substantiated by a police report, while en route to the Insured’s Destination;

(g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than 14 days after an Insured’s effective date of coverage provided that he or she has been an active employee with the same employer for at least 1 continuous year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons.

 

Trip Interruption Benefits: The Company will reimburse the Insured up to the Maximum Limit shown in the Schedule or Declarations Page for Trips that are interrupted due to the Unforeseen events shown above for:

(a) Unused portion of nonrefundable prepaid insured Trip Cost, and

(b) additional transportation expenses incurred by the Insured, either

1) to the Return Destination; or

2) from the place that the Insured left the Trip to the place that the Insured may rejoin the Trip; or

(c) additional transportation expenses incurred by the Insured to reach the original Trip Destination if the Insured is delayed and leaves after the Departure Date.

However, the benefit payable under (b) and (c) above will not exceed the cost of economy airfare, or the same class as the Insured’s original ticket, less any refunds paid or payable, by the most direct route.

 

TRIP DELAY

The Company will reimburse the Insured up to the Maximum Limit shown in the Schedule or Declarations Page for Reasonable Additional Expenses until travel becomes possible to the originally scheduled Destination, if the Insured’s Trip is delayed 12 or more consecutive hours from

the original departure time as a result of a cancellation or delay of his/her Trip for one of the Unforeseen events listed below:

(a) the Insured or Traveling Companion is quarantined;

(b) Common Carrier delay;

(c) the Insured’s or Traveling Companion’s lost or stolen passports, travel documents, or money;

(d) Natural Disaster;

(e) Injury or Sickness of the Insured or Traveling Companion.

 

Incurred expenses must be accompanied by receipts.

 

This benefit is payable for only one delay per Insured, per Trip.

If the Insured incurs more than one delay in the same Trip the Company will reimburse the Insured for the delay with the largest benefit up to the Maximum Limit shown in the Schedule or Declarations Page.

 

The Insured Must: Contact Travel Guard as soon as he/she knows his/her Trip is going to be delayed more than 12 hours.

 

It has been verified carrier caused cancellations, additional visa expenses and personal reasons are not covered under the Trip Interruption benefit. Additionally, the additional reasonable expenses incurred resulting from personal reasons is not covered under the Trip Delay benefit.  Based on the documentation included in Ms. ******’s claim file, we have determined that the above expenses being claimed are not covered under the terms of the policy.

 

The missed Safari under the Trip Interruption benefit is still under review. Ms. ****** will be receiving a response within the next 5-7 business days, once the review has been completed. 

 

Thank you for the opportunity to review and respond to Ms. ******’s concerns.  If Ms. ****** has any further questions relating to her claim, we welcome her to contact her Claims Adjuster, **** *************** at ###-###-####.

 

Sincerely,

 

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

 

* **

 

 

Business Response:

To whom it may concern:

 

This is in response to the additional concerns raised by Ms. ****** regarding her travel insurance claim.

 

The unused safari that Ms. ****** missed due to storms has been processed and claim reimbursement has been issued as follows:

 

Check # ******* in the amount of $1506.00 was issued on 4/20/15. Ms. ****** should be receiving this check within the next 5-7 business days.

 

Please note that we have also taken an opportunity to re-review the remaining items being claimed under Trip Interruption, Travel Delay and Baggage Delay benefits. Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

 

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of these portions of the claim as it falls outside the scope of the coverage purchased.

 

Thank you for the opportunity to review and respond to Ms. ******’s concerns.  If Ms. ****** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

 

Sincerely,

 

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

 

***

 

 

 

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Although the payment made to me by Travel Guard is "satisfactory,"  I maintain that this company was not honest in reimbursing me for travel charges that were beyond my control (airline transportation changes).  But I undersand this is the best that Travel Guard is willing to do.  However I would stronglly suggest that anyone reading this BBB site find another insurance company to trust their travel matters to.  I have already informed my friends and acquaintances of this matter and they agreed with me as did my travel agent.

Regards,

 

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

 

 

 

4/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On march 13th I had booked a flight with spirit air lines to fly to Miami for spring break. On March 16th I received a call from my niece ******* ****, she told me my nephew ***** ***** was ********. ***** is not my blood but he is defiantly family. When I purchased my tickets I insured them with Travel Guard Insurance company. When I contacted them and told them I was not able to go on this trip because I needed to help the family with funeral expenses. They provide me with a clam number. I requested for the refund be expedited due to the situation. They gave me the run around for a week in a half about getting my money back. I find out today my claim was denied. I have no tickets due to the ticket being non refundable, no money, I feel like I have been robbed. also I am dealing with grief from the loss of my loved one. This is un fair something needs to be done about this. this situation is putting me in a depression mode. All I want is my money back. I have three children and pay my taxes like everyone else, I don't have free money to give away or have a company take my money, after they where suppose to protect me. I canceled my trip four days prior to departure. There advertising is completely miss resented when purchasing flight tickets.

Desired Settlement: I just want my money back, If I could have gone on this trip I would have, but I am stuck with the loss of a love one.

Business Response:

To whom it concern:

 

This response is regarding the concerns raised by Ms. ****** regarding her claim. 

 

According to the information provided, the trip was cancelled due to the untimely passing of Ms. ******’s  nephew’s brother-in-law.  Unfortunately, we are unable to cover the claim as this plan defines a family member and a nephew’s brother-in-law is not included for coverage.

 

Please refer to the policy wording, which states in pertinent part:

 

Section II – Benefits TRIP CANCELLATION AND/OR INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; (1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing continued participation in the Trip;  (2) Sickness or Injury of a Family Member not traveling with the Insured; (3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.

(b) Inclement Weather causing delay or cancellation of travel;

(c) Strike causing complete cessation of travel services at the point of departure or Destination;

(d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary;

(e) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;

(f) the Insured and/or Traveling Companion is involved in or delayed due to an traffic accident, substantiated by a police report, while en route to the Insured’s Destination;

(g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;

(h) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival.

 

This policy defines the following:

 

“Family Member” means the Insured’s, or Traveling Companion’s spouse, civil union partner, Domestic Partner, Child, daughter-in-law, son-in-law, brother, sister, mother, father, grandparent, step-grandparent, grandchild, step-grandchild, step-child, step-brother, step-sister, stepparent, parent-in-law, brother-in-law, sister-in-law, aunt, step-aunt, uncle, step-uncle, niece, nephew, legal guardian, foster Child, ward or legal ward.

 

It has been verified that the trip was cancelled due to an untimely passing of Ms. ******’s nephew’s brother-in-law.  Based on the documentation included in the claim file, we have determined that the expenses being claimed are not covered under the terms of the policy. 

 

While we wish the outcome of our review of Ms. ******’s claim could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased. 

 

Thank you for the opportunity to review and respond to Ms. ******’s complaint.

 

Sincerely,

 

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

 

***

 

4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 23, 2014 I purchased a trip to Cancun, MX via Book It. Along with this trip I purchased travel insurance through Travel Guard. The travel dates were August 30, 2014 through September 5, 2014. I arrived in Cancun, MX with my cousin (also included on the purchase of this trip and insurance) and we were having a great time. On August 31, that night, I received a phone call from my mother indicating that my father was going to have emergency surgery. He had a hole in his colon and this is a serious condition which can result in death. I wanted to get home right away in order to be there with my family and my father, especially since this was such a serious condition. I was able to catch a flight out on Monday, September 1, while my cousin wasn't able to fly out until the next day, September 2. Because my trip was cut short, due to the emergency surgery that my father had to have, I filed a claim with Travel Guard to have my money refunded for the days that I wasn't there, including my cousin. This would be for September 2 through September 5. I filled out the necessary paperwork required by Travel Guard and sent medical records indicating the surgery of my father. Travel Guard keeps wanting more documentation before they will reimburse my money. I have provided them all I have and all the doctors will provide. This is ridiculous that I have to go through this to get my claim. My vacation turned into a nightmare when my father needed this surgery. Trust me, both my cousin and I would have preferred to relax in Mexico instead of dealing with the sickness of my father. I thought the insurance would cover in case it was ever needed and sadly it was, but Travel Guard is not cooperating and giving me the money on my claim.

Desired Settlement: To receive the money on my claim that I am owed from September 2 through 5, 2014.

Business Response:

To Whom It May Concern:

This response is regarding the concerns raised by Ms. ****** regarding her claim. 

 

According to the claims records, Ms. ****** interrupted her trip due to the medical condition of a family member.  A letter from the treating physician was received with Ms. ****** claim documentation; however, the letter did not included a specific diagnosis and dates of treatment  which are required to rule out that the medical condition is a General Exclusion to the policy purchased.

 

We contacted Ms. ****** requesting the following information:

 

·           An attending physician’s statement indicating the specific diagnosis and date of diagnosis. (Please note, the medical note we received from the medical provider does not indicate this information.)

 

Ms. ****** contacted her claims analyst on 1/2/15 to advise she was unable to obtain the necessary information and requested the analyst contact the treating facility directly for the required medical information.   A medical records request was sent directly to the facility on 1/2/15 requesting the required medical information.

 

The analyst did not receive the requested information upon the follow up date; therefore, a second request to the facility was sent on 2/5/15. A follow up is set for 2/26/15 for this request.

 

Once we receive the required information from the treating physician/facility, we can continue to review the claim.  Should Ms. ****** have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, **** *********** at ###-###-#### extension *****.

 

Thank you for the opportunity to review and respond to Ms. ******’ concerns.

Sincerely,

 

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

 

***

 

Business Response:

To whom it may concern:

We encourage Ms. ****** to submit additional documentation such as Erica's flight itinerary, showing the actual date of return. Once this information is received, we will continue to further process Erica's missed portion of the trip.

We recommend Ms. ****** contact her claims analyst, **** ***********, directly at ###-###-#### with any further questions regarding the Trip Interruption claim and required documentation. 

Thank you for the opportunity to respond to Ms. ****** concerns regarding her claim.

Sincerely,

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

***

 

 

 

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

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

 

 

 

4/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel guard for a trip, we filed a claim according to their policy details and they have not settled and have told me that it will most likely be denied.

Desired Settlement: I would like travel guard to do what is stated in their policy .

Business Response:

To whom it may concern:

This is in response to the concerns raised by Ms. ******* regarding her Trip Cancellation claim.

According to the information provided, the trip was cancelled due to a medical condition.  It is noted that treatment was not received during the occurrence of the medical condition.  The policy purchased requires that medical treatment be received in order to certify the nature of the medical condition causing the cancellation of travel arrangements.

 

Ms. *******’s policy states in pertinent part:

 

TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown on the schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

(a)    Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; 1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; ….

 

The policy defines the following term:

“Sickness” means an illness or disease diagnosed or treated by a Physician.

 

The policy also references the following provision:

Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred. The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss. Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, Cruise, or other tickets if he/she is claiming the value of those unused tickets.

 

Based on the information provided, the medical condition causing cancellation of travel arrangements was not treated by a Physician at the time of loss.  The policy purchased requires Proof of Loss for each claim filed.  In cases involving a medical condition such as Sickness, the condition must be certified by a Physician.

We encourage Ms. ******* to submit further medical documentation regarding Mr. *******’s condition being considered so disabling as to reasonably cause a Trip to be canceled.  Once the required documentation is received, we will be able to further process the Trip Cancellation claim.

Should Ms. ******* have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, *** ********** at ###-###-#### extension *****.

Thank you for the opportunity to review and respond to Ms. *******’s concerns.

Sincerely,

 

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

 

***

 

 

 

 

4/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/2013 my friend and I were members of a tour to France and Spain threw *********. Our flight was threw ******** ******* the rout was Los Angeles, Chicago and Paris. Due to the airlines malfunction we had to stay one day in Chicago after which we flew to Miami than Paris. Due to airline malfunction we lost the initial prepaid transportation from the airport upon arrival to Paris; two days of stay in Paris and we lost the tours that we had prepaid. We had to pay extra to be able to still participate in the original tours that we had lost. When we flew to Barcelona we again did not have transportation and lost our prepaid tours, because of there National Holiday. Again we incurred extra charges for the transportation and the tours. We had no problems only in Madrid, but because of all listed above problems we did not enjoy our trip. So because of airplane malfunction we suffered emotionally, physically and financially. We did submit our claim to Travel Guard since 10/2013 and per their request mailed all requested documentations and original receipts for extra expense. After all they never honored our claim and still asking for more information. In there last letter to us they asked us to contact ******** *******s and obtain from them written explanation why that flight was canceled. This is ridiculous demand and we believe they just do not want to honor our claim, based on their contract.

Desired Settlement: In total we paid extra 537 (euro) and we lost almost two days of our vacation. We had paid for vacation in total $7450 for two people. Travel Guard should cover our extra expense and prorated amount based on there contract for trip interruption.

Business Response:

To whom it concern:

 

This response is regarding the concerns raised by Ms. ******* regarding her claim. 

 

According to the information provided, Ms. *******’s scheduled flight was cancelled on 09/16/2013 by the airline.  ******** *******s has confirmed the flight was cancelled due to mechanical failure of the aircraft. It is noted that while the travel arrangements were interrupted, additional expenses were incurred for meals and transportation.  It has also been confirmed that due to the flight cancellation, both travelers missed pre-paid portions of the scheduled trip.  As the flight cancellation was the result of a mechanical failure of the aircraft, benefits cannot be extended under the Trip Interruption coverage as carrier caused cancellations are not a covered risk on the policy purchased.  The meal expenses that were incurred without receipt are not covered as the Trip Delay coverage indicates all items must be accompanied by receipts.

 

Please refer to your policy wording, which states in pertinent part:

 

TRIP CANCELLATION AND INTERRUPTION

The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner;  1) Injury or Sickness of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be cancelled or interrupted, or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip. A Physician must advise cancellation of the Trip on or before the Scheduled Departure Date.  2) If the Insured must cancel or interrupt his/her Trip due to Injury or Sickness of a Family Member not traveling with the Insured, it must be because their condition is life-threatening, as certified by a Physician or because they require the Insured’s care. 3) Injury or Sickness of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.

(b) Financial Default of an airline, cruise line, or tour operator provided the Financial Default occurs more than 14 days following an Insured's effective date for the Trip Cancellation or Trip Interruption Benefits. There is no coverage for the Financial Default of any person, organization, agency, or firm from whom the Insured purchased travel arrangements supplied by others. This coverage applies only if insurance was purchased within 15 calendar days of Initial Trip Payment;

(c) Inclement Weather causing delay or cancellation of travel for at least 24 consecutive hours;

(d) Strike resulting in complete cessation of travel services at the point of departure or Destination;

(e) the Insured’s Primary Residence being made Uninhabitable by Natural Disaster, vandalism, or burglary;

(f) the Insured's Destination being made Uninhabitable by a flood, tornado, earthquake, fire, wildfire, volcanic eruption, or blizzard that is due to natural causes, vandalism, or burglary;

(g) the Insured, or a Traveling Companion being subpoenaed, required to serve on a jury, hijacked, or quarantined;

(h) the Insured or Traveling Companion is called into active military service or leave is revoked or reassigned; 

(i)  a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;

(j) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own, provided that he or she has been an active employee for the same employer for at least one year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, independent contractors or self-employed persons; or

(k) a named hurricane causing cancellation of travel to the Insured’s Destination that is Inaccessible or Uninhabitable The Insurer will only pay benefits for losses occurring within 30 calendar days after the named hurricane makes the Insured’s Destination Inaccessible or Uninhabitable. Benefits are not payable if a hurricane is named on or before the effective date of the Insured’s Trip Cancellation coverage.

 

TRIP DELAY

The Insurer will reimburse the Insured up to the Maximum Limit(s) shown on the Schedule for Reasonable Additional Expenses until travel becomes possible if the Insured’s Trip is delayed 12 or more consecutive hours from reaching their intended Destination as a result of a cancellation or delay of a regularly scheduled airline flight for one of the Unforeseen events listed below:

(a) the Insured or Traveling Companion is quarantined;

(b) Common Carrier delay;

(c) the Insured’s or Traveling Companion’s lost or stolen passports, travel documents, or money;

(d) the insured being involved in or delayed due to a traffic accident while en route to a departure as substantiated by a police report;

(e) Strike;

(f) Inclement Weather which prohibits Insured’s departure;

(g) Natural Disaster.

 

Incurred expenses must be accompanied by receipts.

 

 

The policy further defines the following:

 

“Reasonable Additional Expenses” means expenses for meals, lodging, taxi fares, and essential telephone calls which were necessarily incurred as the result of a Trip Delay and which are not provided by the Common Carrier or any other party free of charge.

 

It has been verified that the claim value included the cost of additional transportation expenses, missed tour fees, additional tour fees and meal costs that did not have receipts.  The policy purchased does not recognize carrier caused cancellations such as mechanical failures as a covered risk under the Trip Interruption benefit.  The meal expenses that do not have receipts are not covered as the Trip Delay benefit indicates incurred expenses must be accompanied by receipts.    Based on the documentation included in Ms. *******’s claim file, we have determined that the remaining expenses being claimed are not covered under the terms and conditions of the policy. 

While we wish the outcome of our review of Ms. *******’s claim could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased. 

 

Thank you for the opportunity to review and respond to Ms. *******’s complaint.

 

Sincerely,

 

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

 

***

 

 

3/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When given options to purchase they state that the insurance is good for illnesses or unforeseen circumstances that cause you to cancel or return early. However when one calls to make a claim there are then a bunch of questions that disqualify you. The first issue that was had was I needed to cancel the trip I had influenza a and they said that because it was not debilitating or life threatening they would not honor it. The hotel then changed our dates for us. When we got on the trip we had to leave due to a snow storm that would have kept us there for longer than we were scheduled to be there. We had to leave but was told that since the state department had not already closed the roads or told us to evaquate the mountain they would not honor the trip insurance.

Desired Settlement: I believe they should have to honor what their trip insurance states and that is that in events where things come up they will refund.

Business Response:

To whom it may concern:

We are unable to locate Ms. ********'s policy or claim with the information provided. We request Ms. ******** provide either her policy #, product #,  or claim# so we may address her concerns appropriately.

Sincerely,

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

***

 

Business Response:

To Whom It May Concern:

According to claim records, Ms. ********’s adjuster called her on 3/16/15 to advise the claim had been finalized.  Payment was issued to Ms. ******** on 3/18/15 via check via postal mail. 

 

Should Ms. ******** have any further questions, we welcome her to contact the adjuster, ***** ********, at ###-###-####.

 

Sincerely,

 

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

 

***    

Consumer Response:

I want to thank the company for giving me a chance to be heard and make the issue right  



[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

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

 

 

 

3/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Travel Gaurd's trip insurance through Spirt Airlines. Reviewing their terms of coverage both the summary of coverage and on the Certificate of Coverage state that trip cancelation and delays are covered at 100% of cost in case of illness and injury. Unfortunately when it was time for me to travel I was ill. I provided Travel Guard with all the required documentation including my doctors certification of illness and a bank statement indicating that I payed Spirt $210.00 to change my flight, within that $210.00 cost to change my flight, was something called a 'change fee' for $120.00. Approximately six weeks after filing the claim I received a check for $120.00. When calling Travel Guard to rectify the situation their analyst and general customer service person both claimed that my policy only covers "change fees". And when I asked the analysis if I could speak with a supervisor she hung-up on me. I called back and then spoke with a general customer service agent, explaining the situation, she repeated that my policy only covers 'change fees' again this is not stated anywhere on my certificate of coverage. She then began to tell me that her notes indicate that I had changed my mind about my course of action. When I began explaining to her that did not change my mind, that in fact when I received the claim paperwork I had called back because it appeared that the initial agent who began my claim made a mistake, and that the second agent who I talked to said that there was no a mistake. The agent who I was trying resolve the situation with hung-up on me.

Desired Settlement: reimbursement for entire cost of changed flight.

Business Response:

To whom it may concern:

 

This response is regarding the concerns of Ms. ******* relating to her Trip Cancellation claim.

 

In the claim documentation submitted, it is indicated that Ms. ******* cancelled her trip due to a medical condition.  As a result, Ms. ******* exchanged her original travel arrangements incurring an increase in airfare in the amount of $90.00 for new travel dates. Unfortunately, this is not recognized as a covered loss under the Trip Cancellation benefit.

 

In pertinent part, Ms. *******’s policy states:

 

TRIP CANCELLATION & INTERRUPTION

The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner; …

Trip Cancellation Benefits: The Company will reimburse the Insured for Forfeited prepaid Trip Cost up to the Maximum Limit shown in the Schedule or Declarations Page for Trips that are canceled prior to the scheduled Departure Date due to any of the Unforeseen events shown above

It has been verified that the value of the original airfare was not forfeited and the additional airfare increase is not covered since it was not part of the original insured trip costs.  Ms. ******* has been reimbursed for the $120.00 cancel fee imposed on the original airfare that was insured under the policy purchased.  Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

Thank you for the opportunity to review and respond to Ms. *******’s concerns.  If Ms. ******* has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

 

Sincerely,

 

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

* **

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


The cost of my original airfare was forfeit, and the policy says nothing about limiting reimbursement to a change fee. Furthermore Travel Gaurd has not addressed the fact that their customer service representatives hung-up on me twice as  I tried to resolve this issue.

Regards,

**** *******

 

 

Business Response:

To whom it may concern:

This is in response to Ms. *******’s concerns regarding her Trip Cancellation claim.

Travel Guard prides ourselves on providing outstanding customer service and apologizes that Ms. ******* did not receive an exceptional customer service experience during her recent phone calls.

Upon claim review, it is indicated that Ms. ******* did not use her original airfare scheduled for 1/13/15-1/17/15 due to a medical condition. As a result, Ms. ******* exchanged her original travel arrangements to new travel dates of 1/20/15-1/24/15, incurring a change fee of $120.00 and a fare increase of $90.00. The insurance policy purchase covers the fees associated with the original dates of travel; therefore, Ms. ******* has been reimbursed for the $120.00 cancel fee imposed on the original airfare.  Unfortunately, the $90.00 fare differential/increase is considered a cost for the new travel dates and is not a covered loss under the Trip Cancellation benefit.

Based on our review, we find that the claim has been properly adjudicated under the terms and

conditions of the policy purchased.

 

Thank you for the opportunity to review and respond to Ms. *******’s concerns. If Ms. ******* has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

 

Sincerely,

 

******* ***** ******* ********   ***

 

2/14/2015 Problems with Product/Service | Complaint Details Unavailable
2/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Travel Insurance with Travel Guard when I booked a timeshare vacation with Interval International. The policy states that it covers trip interruption due to illness. My husband got sick while on our trip. When we returned home I called to file a claim. I spoke with a rep, and after collecting all of my information I was told that there would be no coverage for these reasons: 1 - We didn't return home early, so our trip wasn't "interrupted." 2 - We didn't call as the sickness was occurring so that the Travel Guard physicians could tell me what to do. I argue that the policy states: 1 - "The Company will reimburse the Insured the average room rental rate at the Destination resort, up to the Maximum Limit shown in the Schedule or Declarations Page, for the Unused portion of the resort and accommodations that are interrupted" 2 - "The Insured must call Travel Guard as soon as reasonably possible, and be prepared to describe the Loss." The policy does not state that I must call immediately. My husband was (mis)treated by two physicians on resort and by the time he was stable enough to fly, we were scheduled to leave. He personally lost two entire days of our trip, with a cost of $295 per day for the pre-paid all-inclusive resort.

Desired Settlement: I'd like them to honor the contract and reimburse us for unused accommodations at $195 per day for two days for a total of $390.

Business Response:

To whom it may concern:

 

This response is regarding the concerns raised by Ms. ***** regarding her claim. 

 

As of today’s date, nothing has been submitted on the claim; however, according to the claim notes, Ms. ***** is claiming Trip Interruption due to the illness of her husband.  It is noted that Ms. ***** and her family remained at the timeshare for the full length of the scheduled booking. 

 

In pertinent part, Ms. *****’s policy states:

 

TRIP INTERRUPTION

 

Trip Interruption Benefits: The Company will reimburse the Insured the average room rental rate at the Destination resort, up to the Maximum Limit shown in the Schedule or Declarations Page, for the Unused portion of the resort and accommodations that are interrupted or delayed due to the Unforeseen events shown at the beginning of this section for the following:

(a) average room rental rate at the Destination resort, less any used portion of the Trip;

(b) additional transportation expenses incurred by the Insured, either

1) to the Return Destination; or

2) from the place that the Insured left the Trip to the place

that the Insured may rejoin the Trip;…

 

 

We are unable to pre-approve or pre-deny a claim; therefore, we encourage Ms. ***** to complete the claim set up by contacting our Claims Dept. at ###-###-####. Once claim documentation is submitted we will review and be able to properly adjudicate Ms. *****’s claim. Thank you for the opportunity to review and respond to Ms. *****’s concerns. 

 

Sincerely,

 

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

***

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The response actually brings up an additional point. The representative I spoke with didn't even allow me the chance to file a claim. If what the business stated is true, this is in violation. Perhaps there is an education opportunity here for you rep, and I wasn't trying to be mis-lead intentionally. 

I will call back and ask to file a claim. I hope the next rep I speak to knows they are not allowed to pre-deny a claim. I feel my claim is viable as my husband was not medically stable enough to travel until our the originally scheduled departure date. 

Regards,

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

 

 

Business Response:

To Whom It May Concern:           

This is in response to Ms. ***** regarding her Trip Interruption claim.

Once we receive the required information from Ms. *****, we will be able review the claim.  Should Ms. ***** have any questions regarding the information needed to review the claim, we welcome her to contact the claims dept. at ###-###-####.

Thank you for the opportunity to review and respond to Ms. *****’s concerns.

Sincerely,

 

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

 

***

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance with Travel Guard through Travel Warther. The Explanation of Benefits states that Trip Interruption coverage is 100% Trip Cost Per insured. I had to return home from England on Day 3 of a 9 day trip because of limited mobility and excruciating pain. (It was later diagnosed as a pinched nerve, and required surgery.) I received a check for $2905.00 of the $4585.00 trip cost.

Desired Settlement: I need the balance of $1680.

Business Response:

To whom it may concern:

 

This response is regarding the concerns of Ms. ****** relating to her Trip Interruption claim.

 

In the claim documentation submitted, it is indicated that Ms. ****** suffered a medical condition and missed 6 nights of her scheduled trip.

In pertinent part, Ms. ******’s policy states:

 

Trip Interruption Benefits: The Insurer will reimburse the Insured up to the Maximum Limit shown on the Schedule for Trips that are interrupted due to the Unforeseen events shown above:

(a)  forfeited, insured Trip Cost, and

(b) additional transportation expenses incurred by the Insured,

either

(i) to the Return Destination; or

(ii) from the place that the Insured left the Trip to the place that the Insured may rejoin the Trip; or

 

c)  additional transportation expenses incurred by the Insured to reach the original Trip Destination if the Insured is delayed, and leaves after the Departure Date.

 

Ms. ******’s forfeited, insured Trip Cost was reimbursed via check # ******* in the amount of $2905.00 as advised by her travel agent, Mark Warther.

 

The Trip Interruption benefit covers for forfeited (missed portions) of the trip; since Ms. ****** used a portion of the trip accommodations, this amount was not reimbursed by the insurance.

Thank you for the opportunity to review and respond to Ms. ******’s concerns.  If Ms. ****** has any further questions relating to her claim, we welcome her to contact her Claims Adjuster, ******** ****** at ###-###-####.

 

Sincerely,

 

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

* **

 

Business Response:

To whom it may concern:

This response is regarding Ms. ******’s Trip Interruption claim.

 

Ms. ******’s policy was fulfilled as requested at the time the policy purchased. Ms. ******’s claim has also been processed in accordance with the terms and conditions of the policy purchased.

Thank you for the opportunity to once again review and respond to Ms. ******’s concerns. 

 

Sincerely,

 

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

* **

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

 It is obvious that Travel Guard has no intention of admitting that they have erred. Accepting money from a customer for coverage and claiming they fulfilled their obligations for giving the customer all information about her policy because they emailed it to the Tour Company and not their customer is reprehensible. It is obvious also that customer service is not a high priority, as I was treated rudely by the first call to the company, and another worker said it was her "job to enforce the 'fine print' "- even though I never saw the fine print until 4 months after the trip.

My next act may well be through my attorney.

Regards,

***** ******

 

 

1/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We obtained a Travel Guard trip insurance policy underwriten by National Union Fire Insurance. WeInsure agent sold the policy to us. WeInsure has been unwilling to clarify even the most basic policy questions including dates. WeInsure agent stated that they would try to help with our claim because they did not want to be selling a "junk product." After that promise the agent never returned phone calls. He did write to us that he would no longer assist because he did "nothing wrong" and did not appreciate being threatened with BBB and other grievance procedures. Our complaint is specifically that WeInsure has been unable to answer basic questions about products including coverage dates for a policy that they issued November 2013. 

Desired Settlement: We would like clarification of dates that Mr. **** was required to document when he took our money and issued the defective policy. I would like for this complaint to remain unedited on the BBB website. Again, We are sorry that Mr. **** does not feel responsible for the dates but that he cannot explain and look forward to working this out with We Insure.

Business Response:

To whom it may concern:

This is in response to Mr. ********'s concerns regarding his mother's recent claim.

Ms. ********'s claim is under further review at this time and a claims adjuster will be in contact with Mr. ******** within the next few days.

Should Mr. ******** have any questions regarding the claim, we welcome him to contact the claims analyst, ***** *******, at ###-###-#### extension *****.

Thank you for the opportunity to review and respond to Mr. ********'s concerns.

Sincerely,

 

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

 

***

 

 

 

Business Response: This letter is in response to the complaint filed by **** ******** **** ******** ** ** ** ***********
** in regards to Travel Guard policy # *********
The first thing I would like to clarify is We Insure has no affiliation with Travel Guard and should be
removed from the complaint. I, *********** **** was appointed with them as an individually licensed
Florida agent. At no time do I or We Insure collect payments for Travel Guard protection policies. All
payments are made directly to Travel Guard via their website. I am not sure why the BBB of Northeast
Florida would be involved since I am located in ******* ******* and the property that was rented by Ms.
******** is located in Venice.
As Mr. ******** has requested I have attached the original confirmation of the policy after it was
purchased by Ms. ******** on 12/03/2013. The dates of the policy purchased are from 01/02/2014
through 02/28/2014. All of his question were asked and answered and I obviously had the dates of the
policy as I have the original confirmation.
Finally I would like to address Mr. ********’s statement that I did not return calls or emails. I contacted
him by phone and email on several occasions to clarify the specifics of his grievance. Mr. ********
informed me that his claim was processed and sent me a correspondence he received from Travel
Guard. The first paragraph of the letters states “All future correspondence should be directed to the
attention of the Claims Quality Assurance department”. At that point I informed him that he should
continue the process with Travel Guard. Once a claim is started with the insuring party it must be
completed with them and all continuing issues should be addressed to Travel Guard. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Mr. ***** has produced contradictory documentation that he has not explained. My complaint was for some reason forwarded to Wisconsin BBB. I just submitted this to ******* *** and request closure or transfer of this complaint so that it posts to BBB in Mr. *****s area.

Regards,

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

 

 

1/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I took out travelers insurance for my airline flight which is leaving on january 20,2015. I developed skin cancer and had to cancel my flight to florida because my doctor said it was detrimental to my health to be in Florida for a month. And Travel Guard sent me a claim form which my surgeon signed and my primary doctor signed. In addition Travel Guard requested all my medical papers, which my doctor sent and signed and still they are continuing to dispute the claim. They are charging me $100 to cancel and an additional $100 to change my flight. What was the insurance for??? Please help me and have them stop this ridiculous suit.

Desired Settlement: $297.98

Business Response:

To whom it may concern:

 

This response is regarding the concerns raised by Ms. *** regarding her claim. 

 

According to the claim documentation, Ms. ***’s trip was cancelled due to a medical condition.  To determine coverage under the policy and to confirm if Ms. ***’s policy is eligible for the pre-existing medical condition waiver, we need to confirm whether Ms. *** was medically able to travel at the time the policy was purchased.

 

Ms. ***’s policy states, In pertinent part:

 

Extra coverage

(when coverage is purchased with 10 days of initial Trip deposit):

• Pre-Existing Medical Condition Exclusion Waiver if You purchase this coverage, and You are not disabled from travel at the time You pay the cost.

 

We have contacted Ms. ***’s physician’s office and are awaiting a response; Once we receive the required physician’s statement confirming if the insured was medically able to travel when the insurance was purchased, we can continue to review the claim.  Should Ms. *** have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, *** **********, at ###-###-#### extension 13106.

Thank you for the opportunity to review and respond to MS. ***’s concerns.

Sincerely,

 

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

 

***

 

 

 

 

 

Business Response:

To whom it may concern:

The requested medical information was received on Ms. ***'s Trip Cancellation claim 23/14. The analyst reviewed the documentation and requested reimbursement on 12/30/14.  Check # ******* in the amount of $317.98 was issued and mailed on 1/2/15. Ms. *** should be receiving this check within 5-7 business days.

If Ms. *** has any further questions regarding her claim, we welcome her to contact the claims analyst, ******** ********** at ###-###-#### xtn. *****.

Sincerely,

**** ***** ******* ********

***

 

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

***** ***

 

 

 

12/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased travel insurance for a cruise we planned to take in June 2015. First, no one told us we only had to make a deposit and pay the total prior to our day of departure. total insurance cost $395. We have had to cancel this trip due to financial reasons and Travel Guard will not refund the money. They say they have a 15 day refund policy - I never saw that. But we also didn't have to pay more than a deposit and if we'd cancelled with only the deposit paid, that is all we would have forfeited.

Desired Settlement: I want this total expenditure refunded. We did not utilize their insurance and we are canceling services 7 months in advance.

Business Response: Thank you for contacting Travel Guard. In looking at the policy for this customer. It appears the insurance has been covering them since 06/10/14. Travel Guard did send out the entire Description of Coverage on 06/09/14 to their email they provided upon purchase. Within this document it does list the refund policy. We have reached out to the customer and will continue to communicate with them to find a win-win solution. Thank you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have not been "covered" since 6/2014 - I would not be "covered" until the trip in June 2015.  I ordered a policy and should have solely paid the deposit and waited to pay it in full the day before departure. All I see this company is ethically due is a secretarial fee. Even the cruise company only kept $50 out of over $5,000 and the travel agency kept nothing since we cancelled more than 6 months in advance. Their cancellation policy is not clear on their website - they should flatly state no refunds after 15 days.

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

 

 

Business Response:

Thank you for being in contact with Travel Guard. We have resolved this issue with the customer and all parties are satisfied with the outcome.

Thank you!

12/13/2014 Problems with Product/Service | Complaint Details Unavailable
12/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased an insurance policy on Feb 28, 2014 for a trip in Sept. 2014. In August my husband was advised by his physician that he should not travel (he had bypass surgery in 2013). His physician filled out the forms, I submitted proof of cancellation. It is now 3 months and I have yet to be compensated .. the insurance co is waiting for the doctor to verify that my husband could fly at the time we purchased the policy. He traveled in June and I told Travel Guard I could supply proof of that. Why should my policy be tied up waiting for the doctor? The doctor stated that he advised no travel, we showed proof of cancellation. It is ridiculous to assume I would buy a policy knowing I could not travel. As I said to Travel Guard, you are saying I laid out $2400 for a trip, $180 for insurance knowing I could not go and would likely have to wait months and fight to get reimbursed? It is a ridiculous policy and very unfair. I paid the premium, I supplied documentation, the doctor stated he could not travel. Requiring documentation that he could travel when the policy was purchased is insane.

Desired Settlement: the amount I paid insurance for - $2400 We paid the policy, were unable to travel, supplied documentation proving that and are still awaiting reimbursement 3 + months later. Travel Guard has had my money for almost a year ... this is insane.

Business Response:

To whom it may concern:

 

This response is regarding the concerns raised by Mrs. ****** regarding her claim. 

 

According to the claim documentation, Mrs. ******’ trip was cancelled due to a medical condition.  To determine coverage under the policy and to confirm if The ******’ policy is eligible for the pre-existing medical condition waiver, we need to confirm whether Mr. ****** was medically able to travel at the time the policy was purchased.

 

Mrs. ******’ policy states, In pertinent part:

 

Extra coverage

(when coverage is purchased with initial Trip deposit):

• Pre-Existing Medical Condition Exclusion Waiver if You purchase this coverage, and You are not disabled from travel at the time You pay the cost.

 

We have contacted Mr. ******’ physician’s office via telephone and are awaiting a response; Once we receive the required physician’s statement confirming if the insured was medically able to travel when the insurance was purchased, we can continue to review the claim.  Should Mrs. ****** have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, Kim Grezenski, at ###-###-#### extension *****.

Thank you for the opportunity to review and respond to Mrs. ******’ concerns.

Sincerely,

 

******* ***** ******* ********  

***

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Still the issue is ability to travel .... documentation is proof of travel - my policy which I bought and paid for should not hinge on multiple requirements on the physician's part ... he already completed the form saying he advised no travel, I have proof of ability to travel when the policy was purchased.  This is unfair and is designed to make it difficult, if not impossible to collect on a claim.  I bought the policy, I supplied the info - the doctor answered what he did and this should be done.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Business Response:

To whom it may concern:

 

To review the claim for coverage, all terms and conditions of the policy purchased must be met.  Once we have all the pertinent information to make a claim determination, the claim will be finalized and the outcome will be provided to Mrs. ******.

 

Sincerely,

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

***

 

12/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased this insurance because I had a tour which required it. I ended up getting very sick. Over 4 months ago I submitted my claim via email. Since then I have not heard ONE single thing from them. Not confirmation of my submission, progress report, check, request for more information--complete and utter silence for 4 months after submission.

Desired Settlement: I want the claim completed immediately. I want an email response to the submission of documents I sent 2 months ago, 2 months after my initial opening of the claim and request for a claim form. I am moving overseas in a month--How am I expected to receive payment after I move? I have already waited long enough. Please finish my claim immediately, or I'll report the business to the fraud protection agencies given that you've completely refused to even engage any contact with me.

Business Response:

To Whom It May Concern:

This is in response to the concerns Mr. ******** ********* has regarding his Trip Interruption claim.

As of today’s date, the only information we have received regarding Mr. ******** *********’s claim is the initial notification letter received on 7/21/14.

According to claim records, a claim was setup and claim forms were sent to Mr. ******** ********* via email on 7/23/14 and again on 9/13/14. Since no documentation was received, the claim was closed until information is submitted on the file.

Mr. ******** ********* contacted the claims dept via the Travel Guard website on 11/2/14 and 11/17/14. The analyst responded to Mr. ******** *********’s inquiries on 11/3/14 and 11/17/14 advising that we had not received any documentation regarding his trip interruption and included an additional copy of the claim form with the response.

We have attached another copy of the claim form to this response. Once we receive the required information from Mr. ******** *********, we will be able review the claim.  Should Mr. ******** ********* have any questions regarding the information needed to review his claim, we welcome him to contact his claims analyst, ******** ******** at ###-###-#### extension *****.

Thank you for the opportunity to review and respond to Mr. ******** *********’s concerns.

Sincerely,

 

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

 

***

 

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have proof the items were sent, both by email and now by fax. Please see attached print screen.



Regards,

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

 

 

Business Response:

To whom it may concern:

We have reviewed the screen shot provided by Mr. ********* regarding an email sent to his claims analyst on 11/15/14.  It appears the email contained several attachments which increases the size of the email.  Unfortunately emails containing large attachments may not go through due to the size.  According to our records, the analyst has confirmed other emails received from Mr. ********* and has responded promptly. 

In addition to email, we also offer the option to submit claim documentation via fax or postal mail.  Once all the required documentation has been received, we can properly review Mr. *********’s claim according to the terms and conditions of the policy purchased.

Sincerely,

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

***

12/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 08/10/2014 I call Travel Guard Insurance sale agent before I purchase the travel insurance for my family for the cruise vacation to Caribbean’s Islands. I was concern about the weather so I ask the sale agent if my trip impacted by the weather and cannot stop at the island or the trip need to detour will I be covered. The sale agent tell this is to covered as trip interruption and I will be covered up to 150% of the trip cost. then I ask what is “up to 150%” means? She said they will pay for the whole trip if there is additional cost to me due the situation they reimbursed me up to 150% of the trip cost. So I agree and buy the insurance. I went on the trip and due to weather we cannot stop at a port, there for I filed the claim :claim number is *******. The claim was denied, the explanation is the cruise fare and air fare is not “the non-refundable travel arrangement”. The Travel Guard Insurance : first provided false information to me just trick me to buy the insurance, second did not describe the Contract in detail and after all interpret the Contract favor to Travel Guard. This is not acceptable. I have try to contact the adjuster several time and she not even try to help to result the issue. So please help to get Travel Guard honor their word and contract.

Desired Settlement: I just want travel to honor their word and pay for my trip cost, that the reason I buy the travel insurance for.

Business Response:

To whom it may concern:

 

This response is regarding the concerns raised by Mr. **** regarding his claim. 

 

According to the information provided, Mr. **** missed a port of call due to the weather.  It is noted that Mr. **** remained on the cruise ship and was reimbursed by the cruise line for the ports charges that were missed due to the change in itinerary.  Unfortunately, there were no unused, non-refundable travel arrangements to reimburse Mr. ****.

 

In pertinent part, Mr. ****’s policy states:

 

TRIP INTERRUPTION

 

The Company will pay for the following:

a) unused, non-refundable travel arrangements prepaid to the Travel Suppliers;

b) additional transportation expenses incurred by the Insured;

c) up to the maximum shown in the Schedule for airfare paid, less the value of applied credit from an unused return travel ticket to return the Insured to the return destination of the Trip

as specified in the original travel documents.

 

In no event shall the amount reimbursed exceed the maximum benefit shown on the Schedule of Coverages.

 

GENERAL DEFINITIONS

 

This policy defines the following: 

 

“Travel Supplier” means tour operator, cruise line, hotel, etc., who has made the land and/or sea arrangements.

 

While we wish the outcome of our review of Mr. ****’s claim could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased. 

 

Thank you for the opportunity to review and respond to Mr. ****’s concerns.  If Mr. **** has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####.

 

Sincerely,

 

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

***

 

 

Business Response:

To Whom It May Concern:

 

This response is regarding the concerns raised by Mr. **** regarding his claim. 

 

We have requested Mr. **** to provide dates and times of when he called from the unlisted numbers so we may further investigate the phone calls in question. Mr. **** has been unable to provide the specific information regarding the dates and times of the calls in question.  As Mr. **** has been advised, all telephone communications are recorded and saved for instances such as this.

 

Mr. ****’s concerns regarding a call from the “Regional Supervisor” have been forwarded to the appropriate party to be addressed.

 

We maintain our position as this claim has been properly adjudicated under the terms of the

Policy purchased.

 

Sincerely,

 

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

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Once again the respond from travel guard shown they don't pay any attention to this matter at all. The dates was provide on my previous email from "8/6 to 8/13".  and also there is no way to verify travel guard did investigate the call record, nor even they found the record will they telling the true. More communication with travel guard  more I feel this company's have no intention to satisfied their customer. I don't want to keep answering the same question again and again, it is wasting our time. There for please public the complain let the people know and avoid falling into the same trap as I. 

Regards,

****** ****

 

 

12/1/2014 Delivery Issues | Complaint Details Unavailable
11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had to cancel our trip due to other parties’ surgery. It clearly states on the ins form that we will get everything back, but when we received our refund check for the cancelled trip, they deducted $375.00 pp for cancellation fees. On the first page of their description of coverage, it clearly states cancellation fees are part of the refund. We have sent letters, E-Mails & phone calls only to be given the run around. They start off sounding sincere, suggesting to call different numbers, asking for different people . When in the long run you end up right where you started, speaking to the person you originally called. We also had a friend, who is an attorney call & send letters to be given the same run around.

Desired Settlement: We will only accept a full refund of $750.00

Business Response:

To Whom It May Concern:

Please be advised according to claim records, Mr. ***** is currently represented by an attorney.  Our stance has been communicated to the attorney. We do not have permission to discuss and disclose any claim details from Mr. *****’s attorney.

Sincerely,

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

***

 

 

Business Response:

To whom it may concern:

On Mr. *****’s summary page, it indicates the amount of the Trip Cost insured based on the premium paid by Mr. *****.  The check Mr. ***** received indicates the payment calculation based on the claim documentation submitted and the maximum amount allowed to be reimbursed.  The Schedule of Coverages & Services outlines the maximum limit allowed under Mr. *****’s policy; therefore no further reimbursement is due under the policy purchased.

Sincerely,

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

***   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *****

This is total nonsense. This is the run-around they give you. There is NO limits mentioned anywhere on there pages. There is no extra coverage anywhere, plus they do not tell you about any extra coverage that you may want, because none exist. The only thing they tell you is what you read; this trip can be canceled for a full refund! Yet they keep up this Mumbo Jumbo, you can go anywhere on there site and not find any other Ins policies. As you know, an attorney was involved. She was in total disbelief & amazed of all the ridiculous responses to the  phone calls & letters she sent. The absurd answers she was given but never with any proof or supported evidence. Because again, it does not exist. I would love for you to be able to go to there office and find "Mr Fuchs" as I believe he does not exist and everything is in his name, they are just *********** everyone around.

Unfortunately, I believe I have any other choice but to file a Civil Suit against this company.

Thank you,

****

11/7/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim for reimbursement for my cancellation costs for a trip that was originally scheduled for July 3, 2014 through July 7, 2014 and subsequently cancelled. This trip was to my knowledge booked on June 29, 2014. At the time of booking I also purchased travel insurance through your company for this trip. I visited my physician on June 26, 2014 for a routine checkup and since I also have allergies and was coughing constantly he decided to treat me for an upper respiratory infection and bronchitis. He was aware that I was planning a trip out of town at that visit and did not suggest I change my plans. He did, however suggest that if I didn’t get better in a short amount of time that I would need to revisit the issue and possibly add some medications to my treatment plan. I was instructed to call back if I did not improve rapidly. I called my physician on June 30 and he added an inhaler and Singulair to my treatment. At that time he did advise me to cancel my trip since there was worsening of my symptoms. I had no problem cancelling because I was under the impression that I would not be out of pocket any expenses due to my purchase of travel insurance. Travel Guard has repeatedly denied payment for my cancelled trip stating that they need additional medical information which has been provided to them by virtue of the Claim Form and additional follow up requests made to my physician. They are just stalling in hopes that I like so many others will simply drop my claim. That is very obvious and it is also obvious from other complaints that this is their policy. As was CLEARLY stated on the Claim Form which was completed by my physician, he did CLEARLY state that at the time of purchase of my insurance on June 26, 2014 I was able to travel. He also CLEARLY indicated on this same Claim Form that he advised me to cancel this trip on June 30, 2014 and also advised that he did not perform an examination on that date. Nothing has been presented to Travel Guard that was not clearly accurate and truthful. The very fact that they have strung this claim along and continue to ask me to jump through hoops in providing additional medical information after having received this form from a Board Certified physician certifying that yes I was indeed able to travel when booking and when purchasing insurance but that my condition worsened and became bronchits to the state that I was then unable to travel and after receiving medical records from this same physician. It is obvious that Travel Guard is deliberately extending this matter in order to impede my claim and to perhaps encourage me to forego my claim. Their travel insurance appears to be a scam and con and others should be made aware of their inability to make a claim and have it paid timely or in fact at all. I purchased this insurance in good faith and I expected the company to honor the claim in the same respect. I made a demand to them on September 26, 2014 to pay the claim within ten (10) days which they have not done. I respectfully request your assistance in this regard and in making sure that it is public knowledge that Travel Guard does not honor its claims. Payment of the $383.69 claim was demanded. I have had no further response from them and did not expect that I would - their approach is to hope that the claim goes away. Donna ********

Desired Settlement: Full payment of the disputed claim in the amount of $383.69.

Business Response:

To whom it may concern:

 

This response is regarding the concerns raised by Ms. ******** regarding her claim. 

 

The necessary medical information has been obtained from Ms. ********’s physician.  Claim payment has been requested in the amount of $365.69. Breakdown as follows: Total cost paid to Bookit: $1178.64 less $18.00 non refundable insurance premium = $1160.64 trip cost less $794.95 refunded amount from Bookit = $365.69 cancellation fee.       

 

Should Ms. ******** have any questions regarding her claim, we welcome her to contact her claims analyst, Tonya Dorsey, at 1-800-826-7791 extension 12105.

Thank you for the opportunity to review and respond to Ms. ********’s concerns.

Sincerely,

 

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

 

***

 

 

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Here is what I wrote the insurance company: Explanation letter and the reasoning for my request to get reimburse. Claim #******* August 20th, 2014 To whom it may concern, I, ***** *********, is the primary insurer for the above insurance policy number. My flight to ****** was scheduled for September 2nd, 2014 and my flight coming back to the states was scheduled for September 24th, 2014. I have decided to cancel our (***** *********, ******* ******** and *** *********) trip to ****** due to the following reason: TERRORISM IN ****** Today (August 20th, 2014) there were many missiles that were fired from **** ***** by ***** into ******. Our plan was to land in ******** and stay around ******** with family members. Many of these missiles targeted ******** and nearby cities. There is damage in many places and people sick shelters when the sirens go on which is very frequent. It is not SAFE to go there at that time and therefore I have decided that this trip is no longer a valid option for us. Please see the attached supporting documents and articles about TODAY’S escalation of violence and terror attacks by *****. Thank you in advance for your consideration and I look forward to the proper reimbursement of only the airline tickets in the amount of $2,406.76. As I mentioned we were suppose to stay with family so there are no fees on the stay for us. Please see the below and attached. I just learned that you guys denied my request for reimbursement based on terrorism act. The claim rep that called me today mentioned to me that it was denied based on the fact that the US didn't call the situation in ****** as terrorism act. I urge you to reconsider your decision based on: On the attached doc, the US declared ****** as terror organization. Also, everything from this organization against civilians is Terrorism action. Also, as you can see from the doc I attached (How do you define Terrorism), every US agency called Terror act differently. I suggest you re-evaluate your decision again based on the info and docs attached. You guys are well known and has good reputation and this is the reason I used you multiple times in the past. I look forward to hearing back from you! ***** **********

Business Response:

To whom it may concern:

 

This response is regarding the concerns of Mr. *** ****** relating to his Trip Cancellation claim.

 

According to claim records, Mr. *** ****** contacted us on 8/20/14 to setup a Trip Cancellation claim due to the escalating violence in ******.  According to the documentation received, there have been multiple violent attacks due to the civil unrest and war that is occurring in ******. 

In pertinent part the policy states:

TRIP CANCELLATION AND INTERRUPTION

 

The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:

…(j) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;…

 

DEFINITIONS

 

“Terrorist Incident” means an act of violence, that is deemed terrorism by the United States Government other than civil disorder or riot (that is not an act of war, declared or undeclared) that results in Loss of life or major damage to property, by any person acting on behalf of or in connection with any organization which is generally recognized as having the intent to overthrow or influence the control of any government.

 

General Exclusions

This plan does not cover any loss caused by or resulting from:

… (e) war or act of war, whether declared or not, civil disorder, riot, or insurrection;…

We have investigated the situation in ****** and it has been found that the US Government has not deemed the situation in ****** as terrorism.  Unfortunately, based on the documentation received, Mr. *** ******’s loss falls outside the scope of coverage. 

 

While we wish the outcome of our review of Mr. *** ******’s claim could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased. 

 

Thank you for the opportunity to review and respond to Mr. *** ******’s complaint.

 

Sincerely,

 

******* ***** ******* ********   ***

 

 

 

 

 

 

 

 

Business Response:

To whom it may concern:

 

This response is regarding the concerns of Mr. *** ****** relating to his Trip Cancellation claim.

 

We appreciate the opportunity to review Mr. *** ******’s claim information once again.  Our claim records indicate that the trip had been cancelled as a result of violence and conflict at the trip destination. In anticipation of unsafe conditions a personal choice was made to cancel the travel arrangements.    Unfortunately, this reason is not a covered loss under the terms of the policy;  therefore Mr. *** ******’s claim was denied.  

Most recently, Mr. *** ****** provided information indicating he cancelled the trip due terrorist attacks in ****** being carried out by *****.  We understand that ***** is recognized as a terrorist organization and the severity of the situation taking place; however, our review of the information provided does not support that the U.S. government deemed any occurrence taking place in ****** within 30 days of Mr. *** ******’s scheduled arrival as an actual terrorist incident.  This reason does not meet the definition of a terrorist incident under this policy and we maintain that claim benefits cannot be disbursed.

We must adjudicate the claim according to the terms and conditions of the policy, which specifically state what the covered reasons and exclusions are under the policy.  The policy coverage purchased governs the decisions made on whether or not benefits can be extended.

We regret that our decision could not be more favorable; however, we must abide by the terms of the policy.  Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights.

Thank you for the opportunity to review and respond to Mr. *** ******’s complaint.

 

Sincerely,

 

******* ***** ******* ********   ***

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Travel Guard can have their own definition for things and too bad they can't honor their own policy terms. I will escalate this further. This is unacceptable.


Regards,

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

 

 

10/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Travel Guard has not has not honored their contract with me, I suffered a stroke 2 days before my scheduled trip. Due to their miss information during an inquiry call with my travel partner, we bought the insurance, completed the appropriate paperwork, and were denied. We would have had better luck, and save $100's if we would have worked with the airlines and hotel ourselves, instead of the insurance frauds. Do to the face that the initial inquiry call did not result in a purchase, Travel Guard states that they don't have a recording of that call, only calls following the purchase that required adjustments to the policy. I didn't receive the denial letter for many weeks following my submission of many pages of paperwork. When I called on 08/19/14, I was connected to the voice mail of Quality Assurance and left 2 messages over the course of that day. 08/20/14 was given the name of ******** ********** (###-###-####) via a message. Called back and left information of my claim number, 08/21/14 talked with ********, provided her with issue, number utilized during the initial call, to which she stated they would need a week and a half to review the call. On 09/05/14, after not hearing back from anyone, I left a message inquiring as to the status. Receive a message back on 09/09/14, stating that the calls were still in review. 09/18/14 another message inquiry of status was left by me. On 09/19/14 ******** left message stating management was still looking into the calls and would contact me early next week. 09/26/14 message left stating that the calls had been reviewed and no issues that would warrant a claim.

Desired Settlement: For the insurance coverage and the trip costs we were unable to get back do to their misrepresentation of services.

Business Response:

To whom it may concern:

 

This response is regarding the concerns of Ms. ****** regarding her Trip Cancellation claim.

 

According to the information provided, Ms. ******’s trip was cancelled due to a medical condition.  Based on the claim documentation, treatment took place from 11/20/13 thru 11/22/13.   The policy effective date was 11/22/13.  As treatment took place prior to the effective date, the condition would be considered pre-existing and benefits would not be payable under trip cancellation.

 

In pertinent part, Ms. ******’s policy states:

 

GENERAL EXCLUSIONS

This plan does not cover any loss caused by or resulting from:

…(t) PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Insurer will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition of an Insured, Traveling Companion, Business Partner, or Family Member which, within the 60 day period immediately preceding and including the Insured’s coverage effective date: (a) first manifested itself, worsened or became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; (b) for which care or treatment was given or recommended by a Physician; (c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines.

Treatment has been verified to have occurred during the 60 day period immediately preceding and including the policy effective date of 11/22/13 for the condition causing the loss.  The policy purchased excludes medical conditions which meet the Pre-Existing Medical Condition Exclusion.  Based on the documentation included in Ms. ******’s claim file, we have determined that the expenses being claimed are not covered under the terms of the policy. 

Please note that Travel Guard Management has reviewed the call recordings between Ms. ****** and Travel Guard’s Customer Service Rep.  During the calls, no pre-approval or guarantee of coverage was given or discussed. We maintain that this claim has been properly adjudicated.

 

Thank you for the opportunity to review and respond to Ms. ******’s concerns.  If Ms. ****** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.

 

Sincerely,

 

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

10/1/2014 Problems with Product/Service | Complaint Details Unavailable
9/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Shortly before May 2014 My wife and I planned and paid for a vacation to San Diego for the first week of July 2014, including vacation insurance. On May 30, 2014 I accidentally broke my right foot. My doctor recommended that I didn't go on vacation to give my foot time to heal. We contacted my travel agent and got the process of making a claim on our travel insurance. We were reimbursed the cost of the vacation, and Travel Guard's portion was $300. We got a check from them in that amount and cashed it, using the proceeds to pay bills because I had no income due to being off work with my broken foot. The whole process of making the claim with Travel Guard was painstaking to say the least. They kept coming up with "documents" I had to get filled out by my doctor; they just couldn't come up with all the documents at once to begin with. We can't help thinking they were hoping we wouldn't go to all the trouble to fill out MORE documents and just drop the claim. (We have experienced this shady tactic before by other insurance companies in the past) But we did go through the hassle and they paid and we thought it was history until we get a letter from them demanding their $300 back, because they made a mistake (they admitted it). They told us we could get our money from some other insurance company. We won't pay them back because we refuse to correct their mistake. We won't go through all the hassle all over again with ANOTHER insurance company! We told them to go get their money from the other insurance company; after all, they had all the info and can use it to correct their own mistake. So now we get a letter from a collection agency demanding payment. I told the collection agency that we refuse to pay them back. This all has made us mad as hell and NOW we will go through the trouble of contacting you. After all, insurance companies have ARMIES of lawyers on their side. We have only you to help. .

Desired Settlement: We want them to call their dogs off (the collection agency) and write us an apology for their shady tactics

Business Response:

To whom it may concern:

 

This response is regarding the concerns of Mr. ****** relating to his Trip Cancellation claim.

 

Mr. ****** booked his trip through *** ***** *****. Travel insurance was included with his travel package. Travel Guard contacted *** ***** ***** to verify the travel insurance and cancellation penalties imposed on Mr. ******’s booking. Based on the information received, Travel Guard issued claim reimbursement in good faith on 6/25/14.

 

Shortly after the claim reimbursement was issued, Travel Guard was contacted by *** ***** ***** regarding Mr. ******’s claim; unfortunately, the information provided by *** ***** ***** regarding the insurance being purchased through Travel Guard was inaccurate, resulting in an overpayment to Mr. ******.

 

An overpayment letter was sent to Mr. ****** explaining the situation, requesting the claim reimbursement be returned and also included the correct travel insurance company’s information in order for Mr. ****** to file a claim. Mr. ****** is unwilling to cooperate with Travel Guard regarding the overpayment.

 

Travel Guard paid Mr. ******’s claim with the understanding that the insurance was purchased through *** ***** ***** on behalf of Travel Guard and reserves the right to subrogate the amount.

 

Thank you for the opportunity to review and respond to Mr. ******’s complaint.

 

Sincerely,

 

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

 

 

 ***

Business Response:

To Whom it may Concern:

This is in regards to the concerns Mr. ****** has regarding his claim filed with Travel Guard.

We understand Mr. ******’s concern and frustration regarding his trip cancellation claim and Travel Guard’s request for reimbursement.  We apologize for any undue stress this situation may have caused Mr. ******. In an effort to ease Mr. ******’s concerns, and as a gesture of goodwill, we have ceased the collections process regarding the $300.00 overpayment.

Thank you for the opportunity to review and respond to Mr. ******’s complaint.

 

Sincerely,

 

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

 

***

 

 

Consumer Response:

[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.] Ok then. Thank you BBB!

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. 

Regards,

 

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

 

 

 

9/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased travel insurance prior to our travel to Africa in March of 2013. While in Africa, one airline cancelled our flight without any notice, causing us to miss several connections and incur prepaid travel charge losses amounting to ~$1400 US. I filed the paperwork after we got back. First the insurance company said I had to get an explanation from the airline. I tried numerous times, and finally in September 2013 I requested, upon the advice of my travel agent, to request that the insurance company contact the airline. It is now September 2014, one year later, and I have never received settlement on my claim. When I send them e-mail, I get an answer back saying they are forwarding my e-mail to an agent. This has happened perhaps five times. It seems obvious that they are just going to ignore me until I go away.

Desired Settlement: I would like for them to pay me the $1400 claim I submitted. I think a year is long enough.

Business Response:

To whom it may concern:

 

This response is regarding the concerns raised by Ms. ******* regarding her claim. 

 

According to the claim documentation, Ms. *******’s trip was interrupted due to a flight cancellation.  To determine coverage under the policy, verification from the airline regarding the reason for the flight cancellation is required.

 

Ms. *******’s policy states, in pertinent part:

 

MISSED CONNECTION

If, while on a Trip, the Insured misses a Trip departure resulting from cancellation or delay of 3 or more hours of all regularly scheduled airline flights due to Inclement Weather or Common Carrier caused delay, the Insurer will reimburse the Insured up to the Maximum Limit shown in the Schedule for:

1. Additional transportation expenses incurred by the Insured to join the departed Trip;

2.  Prepaid, non-refundable Trip payments for the unused portion of the Trip.

 

The Common Carrier must certify the delay of the regularly scheduled airline flight.

Coverage is secondary if reimbursable by any other source.

Ms. *******’s claim has been reassigned to a new adjuster who has contacted RwandaAir for the required documentation.  Claim payment has been requested in the amount of $1426.00. Breakdown as follows: Missed pre-paid, nonrefundable components for 3/10/13 = $713 ($113 vehicle/guide + $600 Virunga Lodge) x 2 = $1,426 as advised by The Wild Source.       

 

Should Ms. ******* have any questions regarding her claim, we welcome her to contact her claims analyst, Christopher Moore, at ###-###-#### extension *****.

Thank you for the opportunity to review and respond to Ms. *******’s concerns.

Sincerely,

 

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

 

***

 

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

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

 

 Thank you very much for your assistance.  I received my refund check today!

 

9/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel insurance in August 2013 for a trip to take place in January 2014 and return in February 2013 from Australia. While I was in Australia, I went to the emergency room due to feeling sick. They ended up amputating half of my foot and I incurred bill of almost $50k for the surgeries and hospitals. My trip had to be delayed until I was medically allowed to travel back to the US to continue treatment. Since that time I have been communicating with travel guard back and forth, have provided stacks and stacks of documents for them to just come back and request more papers and statements. Now they are insisting on a statement from my doctor dated in August 2013 to say that I was medically able to travel. I had no condition at that time and I had no visit to the doctor. Even though the medical clinic from here provided my medical records to them twice, once in March and once in May, they continue to find reasons to delay the payout of my claim. In the meantime I borrowed this money and so did my kids and I am not able to pay them back or pay my rent now. I have accrued interest and more debt.

Desired Settlement: I have been asking them to refund the money paid for the medical treatment and bills in Australia, as submitted to them and pay the outstanding bills.

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Ms. ******* regarding her claim. 

According to the claim documentation, Ms. ****** trip was interrupted due to her medical condition.  To determine coverage under the policy and to confirm if Ms. ****** is eligible for the pre-existing medical condition waiver, we need to confirm whether Ms. ****** was medically able to travel at the time the policy was purchased.

Ms. ******’s policy states, In pertinent part:

PRE-EXISTING MEDICAL CONDITION

EXCLUSION WAIVER

The Insurer will waive the pre-existing medical condition exclusion up to a maximum of the first $15,000 of Trip Cost per person if the following conditions are met:

1. This plan is purchased within 15 days of making the Initial Trip Payment;

2. The amount of coverage purchased equals all prepaid, non-refundable payments or deposits applicable to the Trip at the time of purchase, and the cost of any subsequent arrangement(s) added to the same Trip are  insured within 15 days of the date of payment or deposit for any subsequent Trip arrangement(s);

3. All Insured’s are medically able to travel when plan cost is paid.

Once we receive the required physician’s statement confirming if the insured was medically able to travel when the insurance was purchased, we can continue to review the claim.  Should Ms. ****** have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, ******** ******, at ###-###-####.

Thank you for the opportunity to review and respond to Ms. ******’s concerns.

Sincerely,

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

***

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Can someone from the BBB please help me here with this issue? I have already attempted to get this form completed, however the doctor who saw me no longer works there and no one else can write something that is not in the medical records that travel guard already has. I was never told I should not travel and where does it say that when you purchase travel insurance you should see a doctor to tell you you can travel? 

I would like to see the contract that states these requirements. In addition while travel guard is delaying this claim, the bills and debt is still there and increases by day. If there is no resolution, especially since travel guard already knows there was no preexisting condition in august 2013 when the policy was purchased, I will file a complaint with the dept of insurance. I cannot continue to go back and forth for another 9 months on this.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** *******

 

 

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Ms. ******* regarding her claim. 

While we understand Ms. *******’ position, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  The information that has been requested is required to allow for us to finalize our review of the claim.

Ms. *******’ policy states, in pertinent part:

PRE-EXISTING MEDICAL CONDITION

EXCLUSION WAIVER

The Insurer will waive the pre-existing medical condition exclusion up to a maximum of the first $15,000 of Trip Cost per person if the following conditions are met:

…3. All Insured’s are medically able to travel when plan cost is paid.

GENERAL EXCLUSIONS

This plan does not cover any loss caused by or resulting from:

…(r) any Trip taken outside the advice of a Physician;…

MEDICAL EXPENSE BENEFIT

If, while on a Trip, an Insured suffers an Injury or Sickness that requires him or her to be treated by a Physician, the Insurer will pay the Reasonable and Customary Charges, up to the Maximum Limit(s) shown on the Schedule of Benefits or Declarations Page after satisfaction of the Deductible shown in the Schedule. The Insurer will reimburse the Insured for Medically Necessary Covered Expenses incurred to treat such Injury or Sickness during the course of the Trip provided the initial treatment was received during the Trip. The Injury or the Sickness must begin while on a Trip, while covered under the policy….

Once we receive the requested medical information, we can continue to review the claim.  Should Ms. ******* have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, ******** ******, at ###-###-####.

Thank you for the opportunity to review and respond to Ms. *******’ concerns.

Sincerely,

******* ***** (****** *******)

***

9/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 11, 2014, I submitted a claim to Travel Guard under policy # ********* on behalf myself and my wife, which I had purchased in January 2014 for travel between July 1st, 2014 and July 11th, 2014, for Trip Cancellation resulting from the death of my wife's grandmother. The total claim amount covered the charges we incurred as a result of having to re-book flights through both ****** ******** and LAN Airlines - in total we claimed $1422.74 or $711.37 per person. Our coverage for the policy states that we are eligible for $750 of coverage per person in the event of Trip Cancellation - however, we were only paid $250 total or $125 per person, as Travel Guard will only pay for the change fees we incurred for changing our ****** ******** flights. The information relayed to us both via the policy documentation and via the Travel Guard claim specialist that we spoke to prior to changing our travel was that all of our travel should be covered in the policy for the dates covered, regardless of the supplier.

Desired Settlement: We would like Travel Guard to pay the difference between what they initially paid ($250) and the full amount of the claim ($1422.74) for a total of $1172.74.

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. ******* relating to his Trip Cancellation claim.

In the claim documentation submitted, it is indicated that Mr. ******* cancelled his trip due to the passing of a family member.  As a result, Mr. ******* exchanged his original travel arrangements incurring an increase in airfare in the amount of $136.43 for new travel dates. Unfortunately, this is not recognized as a covered loss under the Trip Cancellation benefit.

In pertinent part, Mr. *******’s policy states:

TRIP CANCELLATION & INTERRUPTION

The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner; …

Trip Cancellation Benefits: The Insurer will reimburse the Insured for forfeited Trip Cost up to the Maximum Limit shown on the Schedule for Trips that are canceled prior to the scheduled departure for their Trip due to the Unforeseen events shown above.

It has been verified that the value of the original airfare was not forfeited and the additional airfare increase is not covered since it was not part of the original insured trip costs.  Mr. ******* has been reimbursed for the $250.00 cancel fee imposed on the original airfare that was insured under the ****** ******** policy purchased.  Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

The claim appeal regarding the Trip Cancellation has been received and is under review. A Claims Quality Assurance representative will be in contact with Mr. ******* once their review has been completed.  Please be advised that we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured. 

Thank you for the opportunity to review and respond to Mr. *******’s concerns.  If Mr. ******* has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####.

Sincerely,

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

/ **

9/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought travel insurance for the year, and called back to make a change to my policy about half way through. I was told that the policy was written poorly, and that it would not be valid for another trip, since I came home between trips. They informed me that a supervisor would review the phone call that initiated the policy. I received a call back stating that I did not inform the writer that I was going on multiple trips (coming home), and they would be unable to refund my money or uphold the insurance. Being my first time buying travel insurance, I did not know that condition existed, and was not informed when I initiated the policy. I asked if they would pro-rate my policy to give me a partial refund, and they declined.

Desired Settlement: $242.96 refund

Business Response:

Thank you for bringing forward the concern with your policy. The policy purchased provides coverage for single trip travel. As the policy would have been in place for the first trip taken, we would like to adjust your policy accordingly to reflect the dates in which the policy would have been valid and adjust the premium of the policy accordingly. Please confirm the dates of the first trip taken.  Additionally we would be happy to work with you to provide an annual travel plan that would meet your traveling needs.  Please feel free to directly contact Amber Fisher from our Administration department at ###-###-#### Ext. ***** or email her at *********************   

9/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a travel insurance policy with Travel Guard...We purchased this travel insurance in the event of an unforeseen emergency. Our trip and tour to Italy cost us $5,600, plus an additional $470.00 to purchase the policy. While we were in Italy our trip was interrupted for I suffered a heart attack and heart failure, which did not allow me to complete my trip. My health was in grave condition. I asked for assistance to fly back a day early to obtain medical help I was denied a flight by travel guard. We incurred taxi expenses totaling 280.00 in American dollars. Travel Guard was informed the day the emergency happened and their level of service poor and their policy promises untrue!!! We asked for help and denied help. I could have died because of their lack of cooperation, service and help. I should sue them , though all I have asked them for is a refund of $470.00 of policy!!! They are claiming a refund of $49.00 in taxi costs is adequate. I purchased insurance to cover me for travel interruption clearly stated in their policy. They will not hold true to their policy. I want my $470.00 money back!! They have delayed responses forever. Do not buy travel insurance from this company!!! They do not keep their policy promises.

Desired Settlement: We want our money back!!! $470.00.. Travel Guard insurance policy worthless!!!

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. ******** relating to his Trip Interruption claim.

In the claim documentation submitted, it is indicated that Mr. ******** suffered an emergent medical condition while on his trip.  As a result, Mr. ********’s travel agent contacted Travel Guard’s Medical Assistance Center (MAC) for assistance in rescheduling his travel arrangements to return home.  Mr. ********’s travel agent was advised of the necessary information to verify coverage and whether Mr. ******** had any medical travel restrictions given by the treating physician. After receipt of Mr. ********’s medical report, the MAC was unable to make contact with the travel agent and the insured even with several attempts via telephone made to both parties.

In pertinent part, Mr. ********’s policy states:

TRIP INTERRUPTION

The Company will pay a benefit, up to the maximum shown on the Schedule, if the Insured is unable to continue on his/her Covered Trip due to the following Unforeseen events:

a) Sickness, Accidental Injury, or death of the Insured, Traveling Companion, Family Member, or  Business Partner; which results in medically imposed restrictions as certified by a Physician at the time of loss preventing Your continued participation in the Trip;…

The Company will pay for the following:

…b) additional transportation expenses incurred by the Insured;…

Mr. ********’s additional expenses incurred to return to his trip were reimbursed via check # ******* in the amount of $49.05.

The additional portion of the Trip Interruption is still under review. A Claims Quality Assurance representative will be in contact with Mr. ******** once their review has been completed.  Also note the travel insurance premium is non refundable. Please be advised that we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured. 

Thank you for the opportunity to review and respond to Mr. ********’s concerns.  If Mr. ******** has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####.

Sincerely,

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

* **

9/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a travel policy via their internet site in good faith. After reviewing the policy, (within 24 hours) I attempted to cancel the policy. I was not able to cancel via their web site since they have not mechanism to terminate a policy. Upon calling the company, I was informed to send them an email explaining my reason for the cancellation. Upon doing so, I received an automated reply. I was billed 252.00 dollars for the policy in or about August 19, 2014. On August 20th 2014, I received a credit of 246.00 dollars minus a 6.00 dollar administrative cancellation fee. I believe the fee is unjustified and not clearly advertised on their web page.

Desired Settlement: return the 6.00 dollars as credit to my card.

Business Response:

Thank you for this information. Because of the laws in New York, we must adminster the policy as we are able to legally, this is the reason we did deny the request of $6. We have resolved this request with the customer via email. Should there be any other questions, please let me know directly.

Sincerely,

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

***

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

IMPORTANT NOTICE:

The information in this email (and any attachments hereto) is confidential and may be protected by legal privileges and work product immunities. If you are not the intended recipient, you must not use or disseminate the information. Receipt by anyone other than the intended recipient is not a waiver of any attorney-client or work product privilege. If you have received this email in error, please immediately notify me by “Reply” command and permanently delete the original and any copies or printouts thereof. Although this email and any attachments are believed to be free of any virus or other defect that might affect any computer system into which it is received and opened, it is the responsibility of the recipient to ensure that it is virus free and no responsibility is accepted by American International Group, Inc. or its subsidiaries or affiliates either jointly or severally, for any loss or damage arising in any way from its use.

9/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased this insurance on the phone, given a price and e-mail of this policy followed.There was NO mention of a preexisting condition clause If I was told this I would have definitely have purchased what ever it was because my husband has a long history of cardiac problems including an implanted defibrillator.Only a fool would have ignored this clause,he could have easily had a heart attack. In stead he was having trouble walking.I even made sure the tour operator had a wheelchair waiting for us at the airport.His condition worsened and our doctor advised us not to travel.All this was documented in the extensive paper work required. Our claim was denied. I had no knowledge of this preexisting clause, the paper work received from them said nothing.As stated if I had known due to his cardiac history I would have purchased whatever was necessary or not have bought this insurance. All phone calls to them went unanswered,

Desired Settlement: I would like full refund for the price of the trip.That is why we buy insurance!

Business Response:

To whom it may concern:

This response is regarding the concerns of Mrs. ******* on the outcome of her Trip Cancellation claim and the terms of the policy purchased.

As previously discussed with Mrs. *******, the condition of her husband me the policy’s Pre-Existing Medical Condition exclusion as treatment was administered during the 180 day period immediately preceding and including the coverage effective date of 3/20/2014.  We find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

Please note that we have also reviewed the original sales call on 3/19/2014 between Mrs. ******* and Travel Guard’s Sales Rep.  During the call, Mrs. ******* discussed the Pre-Existing Medical Condition Exclusion Waiver available for purchase with Travel Guard’s Sales Rep.  Mrs. ******* referenced that her husband did have existing conditions, but they were controlled and stable and wouldn’t be pre-existing.  For this reason, this optional reason was not added for purchase.

While we maintain that this claim has been properly adjudicated, we welcome the *******’s to submit complete medical records in their support that Mr. *******’s medical condition does not fall under the Pre-Existing Medical Condition exclusion.  For appeal, we require complete medical records from the Physicians that treated Mr. *******’s condition that caused the cancellation of the trip with treatment dates between 9/21/2013 through 6/2/2014.  Upon receipt of these records, the claim will be reviewed to determine if the condition remained controlled during the Pre-Existing look back period from the policy effective date of 3/20/2014.

Should Mrs. ******* have any questions regarding the outcome of our review or what information is needed in appeal, she is welcome to contact her adjuster, Susie Jensen, at ###-###-#### Ext. #####.

Thank you for the opportunity to review and respond to Mrs. *******’s complaint.

Sincerely,

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

Business Response:

This is in response to Ms. *******’s most recent complaint rejection via the BBB website.

 

In Ms. *******’s original complaint, she stated that she purchased thr insurance over the phone, was quoted a price and sent an e-mail of

the policy. She stated that during the sales call, there was no mention of a pre-existing condition waiver and if she had been told about the pre-existing waiver, she would have purchased it because her husband had a long history of cardiac problems including an implanted defibrillator.

 

The recorded phone call was pulled and monitored and found that during the sales call the Pre-X waiver was discussed, but Ms. ******* felt it was not needed as her husband's condition was controlled and stable during the 180 period leading up the sale of insurance.

 

Ms. ******* has requested a copy of the phone call recording and has been advised that we are unable to release copies of our phone calls unless ordered through a subpoena with the courts. We have responded to Ms. *******’s requests/questions regarding the subpoena via the BBB website.

 

We maintain our position as the concerns and/or questions have been addressed; therefore no further response is forthcoming from Travel Guard.  Thank you.

 

 

Kind Regards,

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

I object to the fact that we must accept Travel Guards word on the fact that the pre-x was discussed.

I cannot get a subpoena without an attorney,which I have made clear is not available to me financially.

I think  for good will they could send me proof of this conversation. Their reluctance only confirms the fact that there was no such conversation and they are hiding behind the legality of a subpoena.

I will continue to explore every avenue available to me

8/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought Travel Guard Trip Insurance/World Nomads. Just before making an overseas trip, I had to cancel due to a cold. I did not want to infect my hosts and deal with jet lag on top of it. TG required that I go see my doctor to get my illness documented; I filled out the claim form, and my doctor advised that I cancel the trip. My airfare was $1207. I rebooked and that cost me another $1207 plus $83 penalty. According to their advertisement, if I cancelled due to illness, I would be covered. TG initially dealt with my $83w penalty fee instead of the $1207 air fare. They denied me the $83, citing some excuse, but nothing in writing nor specific passage in their policy. Then after a month delay, they sent me a check for $83.00! I wanted to get reimbursed for my $1207 airfare. They kept on saying that it was being reviewed! Finally, I wrote to them that if I didn't hear from them by August 15th, I will file a complaint with the ********** ***** ** *********. Well, I got a voicemail message saying that they were denying my $1207 claim because it did not meet policy requirements! I bought trip insurance just in case I had to cancel for whatever reason. My cold was NOT a pre-existing illness; my doctor advised me to cancel, and I sent TG a signed claimed form, including the required past medical records. It doesn't make sense that they would pay me back my $83.00 penalty, and at the same time, deny my claim!

Desired Settlement: Pay me the $1207.00 air fare.

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. ******* relating to his Trip Cancellation claim.

In the claim documentation submitted, it is indicated that Mr. ******* cancelled his trip due to a medical condition.  As a result, Mr. *******’s exchanged his original travel arrangements incurring an increase in airfare in the amount of $1217.10 for new travel dates. Unfortunately, this is not recognized as a covered loss under the Trip Cancellation benefit.

In pertinent part, Mr. *******’s policy states:

TRIP CANCELLATION & INTERRUPTION

The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner; …

Trip Cancellation Benefits: The Insurer will reimburse the Insured for forfeited Trip Cost up to the Maximum Limit shown on the Schedule for Trips that are canceled prior to the scheduled departure for their Trip due to the Unforeseen events shown above.

It has been verified that the value of the original airfare was not forfeited and the additional airfare increase is not covered since it was not part of the original insured trip costs.  Mr. ******* has been reimbursed for the $83.00 cancel fee imposed on the original airfare that was insured under the policy purchased.  Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured.  Therefore, we must maintain the denial of this claim as it falls outside the scope of the coverage purchased.

Thank you for the opportunity to review and respond to Mr. *******’s concerns.  If Mr. ******* has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####.

Sincerely,

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

***

8/22/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Travel Guard insurance to cover flight and hotel for part of a trip we had planned for June 1. Became ill and was unable to travel; had to cancel trip last week of May. Submitted claim the beginning of June. Have supplied all documentation requested and claim has not been paid. At one point I was called and told it was approved and "check was in the mail"; two days later I received email stating they were contacting doctor for more information. Told auditor wanted documentation I had spoken to doctor on 4/28 and that was not in "notes" received. Faxed them copy of Rx label for antibiotic prescribed on that date by that doctor. Told not sufficient proof and now they have other questions. At another point in this process they told me they had repeatedly contacted another doctor and he had not responded. That dr. office had no record of any contacts. I picked up my records - which were totally irrelevant to my claim - and faxed them to Travel Guard myself. Had a different policy for the cruise part of our trip and that claim was paid June 24.

Desired Settlement: Need claim approved and paid ($4000).

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Ms. ****** regarding her claim. 

According to the claims records, Ms. ****** cancelled her trip due to her medical condition.  Medical records were requested from Ms. ******’s treating physicians to rule out a possible pre-existing medical condition.  Medical records were received from Ms. ******’s treating physicians and upon an additional review it was found not all medical records were received from the physician as requested.  In pertinent part, the policy states:

Section IV

EXCLUSIONS AND LIMITATIONS

GENERAL EXCLUSIONS

(o) PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Company will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition (excluding any condition from which death ensues) of an Insured, Traveling Companion, Business Partner or Family Member which, within the 180 day period immediately preceding and including the Insured’s coverage effective date: (a) first manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; (b) for which care or treatment was given or recommended by a Physician; (c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines.

The analyst attempted to contact Ms. ******’s physician via telephone on 7/24, 7/28, 7/29, and 7/30/14. Each attempt to contact the physician via telephone, the analyst has been advised that the physician’s office is closed.  Since the analyst was unable to contact the physician by phone, she has faxed a written request to the office. The analyst has been in constant contact with Ms. ****** during this process and keeping her updated on the status of this request.

Once we receive the required information from Ms. ******’s physician, we can continue to review the claim.  Should Ms. ****** have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, ******** ***** at ###-###-####.

Thank you for the opportunity to review and respond to Ms. ******’s concerns.

Sincerely,

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

Business Response:

To whom it may concern:

This response is regarding the additional concerns raised by Ms. ****** regarding her claim. 

According to the claim information, the required information has been received from Ms. ******’s physician and the claim has been finalized as of 8/11/14.  Should Ms. ****** have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, ******** ***** at ###-###-####.

Thank you for the opportunity to review and respond to Ms. ******’s concerns.

Sincerely,

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

***

Consumer Response:

On Tue, Aug 12, 2014 at 1:02 PM, **** ****** *********************** wrote:

Hello,
I am happy to inform you that my claim has been approved.  I was assured of this verbally by the ******** ** ****** on Friday, it was posted on their site Monday, and today the automated system informed me that a check has been written.
Thank you for your assistance in this matter.  I do think it made a difference.
Sincerely,
**** ******

 

8/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased the gold plan from travel guard foor our upcoming trip to *** **** ******. We cancelled our trip when the us government published a travel wwarning due to Hmmas terroroism. The airport was closed and Israel is unsafe to visit at this time. We are supposed to leave on July 30th. We have received a letter claiming our policy does mnot cover terrorism and that is uncorrect. They are claiming that Israel is not defined as a terrorist incident and clearly this is unaccurate. They do not want to pay us our refund. They will not return our calls or emails and we have been unsucessful reaching abnyone who is willing to help or provide any explanation.

Desired Settlement: we would like our refund.

Business Response:

To whom it may concern:

We have completed our review of Ms. **********’s Trip Cancellation claim based on the concerns Ms. ********** raised in her complaint.

According to claim records, Ms. ********** contacted us on 7/8/14 to setup a Trip Cancellation claim due to the escalating violence in Israel.  According to the documentation received, there have been multiple violent attacks due to the civil unrest and war that is occurring in Israel.  In pertinent part the policy states:

TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:

…(i) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;…

DEFINITIONS

“Terrorist Incidentmeans an act of violence by any person acting on behalf of or in connection with any organization which is generally recognized as having the intent to overthrow or influence the control of any government, that is deemed terrorism by the United States Government other than civil disorder or riot, that is not an act of war, declared or undeclared, that results in Loss of life or major damage to property.

EXCLUSIONS AND LIMITATIONS

GENERAL EXCLUSIONS This plan does not cover any loss caused by or resulting from:

… (e) war or act of war, whether declared or not, participation in a civil disorder, riot or insurrection;…

 

We have investigated the situation in Israel and it has been found that the US Government has not deemed the situation in Israel as terrorism.  Unfortunately, based on the documentation received Ms. **********’s loss falls outside the scope of coverage. 

While we wish the outcome of our review of Ms. **********’s claim could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased. 

Thank you for the opportunity to review and respond to Ms. **********’s complaint.

Sincerely,

******* ***** (****** *******)

***

8/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company continues to send unsolicited mail offering items not meeting what they say and despite our request will not remove our name from their mail list. they appear to be a boiler room operation.

Desired Settlement: They should be censured from hacking into peoples personal information and sending unwanted proposals.

Business Response:

*******, thank you for reaching out and expressing your concern. Your name has been removed from our database and you will no longer receive mail from Travel Guard. If you have further questions or concerns, don’t hesitate to call us at ###-###-####. Thank you.

Consumer Response:

[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

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

 

 

 

7/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband has had many colon surgeries since 1990. He had another surgery on February 4, 2014. I have proof from the Dr in writing that he was to only be in the hospital for 3 - 4 days. He ended up with complications from the surgery, not a pre existing condition as this company states. The Dr expected him to be doing fine as he had when he had this procedure done 2 other times in the past. I set up this vacation get away to Vegas for him to heal in a wheel chair in the warmth. Minnesota had a very harsh, cold, and snowy winter. This was not pre existing, I have proof in writing from the Dr.

Desired Settlement: I took out insurance from this company for the airplane tickets that cost $215.96. The insurance cost me $28.

Business Response:

To whom it may concern:

This response is regarding the concerns of Mrs. ******* on the outcome of her Trip Cancellation claim.

Please note an additional review was conducted of Mrs. *******'s Trip Cancellation claim.  We find that her claim has been properly adjudicated in accordance with the terms and conditions of the policy purchased.  The reason for the cancellation was due to Mr. *******'s medical condition.  Since the medical condition was confirmed to have been treated within the 60 day period immediately preceding and including the coverage effective date of 1/23/2014, the claim was formally denied.

Upon appeal, Mrs. *******'s claim was further review; however, no new information was presented to show that the medical condition causing the cancellation of her trip did not fall under the Pre-Existing Medical Condition Exclusion.  We recognize that Mr. ******* was scheduled to be hospitalized originally for 3-4 days, but due to complications was hospitalized for longer.  Unfortunately, we have no evidence of a new, acute medical condition that first manifested after the insurance policy came into effect on 1/23/2014 and before the trip was canceled on 2/10/2014.  If Mrs. ******* has evidence and documentation to support a new, acute condition that fits this criteria, we welcome her to submit the documentation in support.

Should Mrs. ******* have any questions relating to the outcome of our review or documentation needed to appeal for a new, acute condition, we welcome her to contact the Claims Department at ###-###-####.

Sincerely,

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We have filed a complaint with the commerce department and they will be following up with this company.

Regards,

**** *******

 

 

7/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I needed to cancel my trip due to my sister who i was traveling with having emergency, unplanned surgery, and I was ok with filling out a list of over 10 items that the woman on the phone from travel guard was giving me until she stated I would need to have my sister sign a medical record waiver form! givining them the right to her medical record! This is an obvious invasion of privacy and I cannot believe that they even have the right to ask for it! It is not even my information they are asking for and I am the one who took out the insurance. Perhaps other people are aware but as a ******* ************ I find this appauling!

Desired Settlement: This policy should be changed or made much clearer! I would have never and will never buy this insurance again, I would like a refund but not at he expense of someone elses privacy!

Business Response:

To whom it may concern:

This response is regarding the concerns of Ms. *********** in relation to her concerns with the documentation required when filing a Trip Cancellation claim.

For all claimed losses, certain required documentation will be needed to support a loss.  This documentation is reviewed against the language of the policy purchased to determine whether or not a loss is covered.  Losses due to medical reasons require documentation in the form of a completed Attending Physician's Statement claim form from the ill party's provider.  Medical records may be required when a policy does not cover losses due to a Pre-Existing Medical Condition.  So that the Insured or ill party does not have to pursue the medical records, we ask that a completed, signed Authorization for Release of Information is returned.  This allows the Claims department the ability to obtain records on the Insured or ill party's behalf for the condition applicable to the claimed loss. 

We welcome Ms. *********** to contact our Claims department at ###-###-#### with any questions or to start a claim. 

Sincerely,

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


They are requesting very personal medical information that may not be even needed, as they even state, before they will even let me submit or file claim which seems to be their way of not paying out on claims because personal medical information that may not even be relevant to the claim is something they should not be entitled to, and they should have to ask for specific information with an explanation as to why they are asking for it, and why it would be relevant.

Regards,

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

 

 

Business Response:

To whom it may concern:

As previously stated, losses due to medical reasons require documentation in the form of a completed Attending Physician’s Statement claim form from the ill party’s provider.  Medical records may be required when a policy does not cover losses due to a Pre-Existing Medical Condition.  All claims are reviewed based on the documentation presented according to the policy purchased.  At this time no claim has been setup and with no claim documentation received, coverage cannot be determined.    

Should Ms. *********** have any further questions or wish to start a claim, we welcome her to contact our Claims department at ###-###-####. 

Sincerely,

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

***

7/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While on vacation in London, the rail tickets that the travel agency was supposed to have reserved for our party were not made even though we had already paid for them. I had purchased travel insurance through Travel Guard and contacted them for travel assistance, a service for which I had already paid them. They refused to provide service unless I paid them an additional $85 which I did with my credit card. They still did not provide any service and I ended up buying rail tickets ton the spot so that we could make our connection in Paris. When I returned home and contacted both the travel agency (Go-today) and Travel Guard, I was told by representatives of both agencies that travel assistance was covered under our travel policy and that I should not have been charged. The travel agency (Go