ComplaintsforTravel Guard Group, Inc.

Travel Insurance

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Initial Complaint
04/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Good morning,I purchased travel insurance through AIG travel guard and have recently filed an appeal and have not heard a response from them. In the mean time my father in law has passed away. Below is the email I sent *** to file the appeal. I would like to file an appeal on my travel claim #UC8114632562. I received an email that my claim was denied. When my husband and I booked our trip 2/2/2024 our Dad had recently been placed on hospice and was in good health and we were expecting him to be on hospice for many months but towards the very end of February his health was declining quickly. I placed a phone call to your travel insurance company to ask if I was to cancel the trip due to my father in laws health that we would be refunded based on a family sickness. My father in law required our 24/7 care which was provided by us so we needed to stay back with him and we didnt want anything to happen while we were gone. As of now my father in law has been given days to live. The reason I paid extra for travel insurance was for an instance like this. This is an inconvenience during the grieving process of our father right now. Please consider refunding us for our trip.Thank you,*************************
Business response
04/18/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by ********
**** with the Better Business Bureau of Wisconsin regarding a Domestic
Air Ticket Plan underwritten by ************** Fire Insurance Company of
**********, **.
We have completed our investigation of the concerns that were expressed by
************ and our response was sent directly to ************ on April 18, 2024,
via email to ****************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-516118.
Sincerely,
***************************
Customer response
04/18/2024
[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,

*************************
Initial Complaint
03/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Feb 29, 2024 I purchased 2 Airline Tickets through ****** Airlines. During the purchase process there was an opton to purchase flight Insurance through Travel Guard . Travel Guard says within the Insurance offer that I would have " Trip Cancellation coverage up to 100% of the Ticket cost. " . So a little after we made the plans to go on vacation , I started having complications from Prostate Cancer making our trip out of the question. So, I reached out to Travel Guard to let them know about my situation and they said I wasn't eligible for any kind refund. ( Twice ) . At this point I feel helpless and felt it nessasary to reach out to Better Business Bureau for help. I purchased the Insurance JUST in case there was an emergency out of my control. I attached the purchase receipt from ****** Airlines showing that I did purchase this insurance also a copy of Travel Guard Insurance. At the time of the ticket purchase there was a popup while in the process of buying my tickets for peace of mind Travel Insurance promoting 100% Trip cancellation of ticket cost coverage. I feel that this is Totally deceptive & a BAD business practice . Make all these claims & then reject my claim through text message. They don't have anyone to talk to you. They just text me a reply after I explained my delema with a reject. I felt like an attorney replied with a word salad just saying No refund to be had. Why sell this insurance & then not keep their word. Again , see my attachments to see what Travel Guard tells you at the time of purchase. Thank you , *****************************
Business response
04/09/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
complaint. At this time, we are currently gathering additional necessary
information.
Please allow a brief extension until April 19, 2024. Please be
assured that we will respond to all issues raised in the complaint.
We apologize for any inconvenience. Should you have any further questions
please do not hesitate to contact the undersigned. Thank you in advance.
Sincerely,
***************************
Business response
04/11/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by ****
********** with the Better Business Bureau of Wisconsin regarding a
Domestic Air Ticket Plan underwritten by ************** Fire Insurance
Company of **********, **.
We have completed our investigation of the concerns that were expressed by
************************ and our response was sent directly to ************************ on April
11, 2024, via email to *****************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-515736.
Sincerely,
***************************
Initial Complaint
03/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ********** reservation thru Expedia and got the insurance with this company. I hade to cancel the hotel rooms and this ins company wanted me to have my back surgeon fill out papers. I could not travel because I had back surgery Jan 2022 and I can't travel that distance in a car. I canceled the rooms 2 weeks in ****** and now I have to jump thru hoops to get my money back. They said my word was not good enough. So I guess they need the money more than I do.
Business response
04/05/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by Mr.
***************************** with the Better Business Bureau of Wisconsin.
We have completed our investigation of the concerns that were expressed by
****************** and our response was sent directly to him on April 5, 2024, via
email.
Should you have any questions or require additional information, please
contact the undersigned.
Sincerely,
*****************************
Initial Complaint
03/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took a trip to ******* last year and a rock apparently chipped my windsheild. No worries, I bought the insurance through **** It has now been a year and they are still telling me that my insurance company has not paid them. They are now sending me to collections. I sent SIXT the claims number, check number and date it was sent and they still refuse to acknowledge payment. It is not just SIXT that failed me, *** did as well. I will continue to try to reach a person who can help me. I have tried every way to get this resolved and nothing seems to be happening on either end. All info is found in the year long email chain attached.
Business response
04/04/2024
Dear ****************:
Our records indicate that a response is due to your office today for the
above-referenced complaint which was filed by ********************** with the
Better Business Bureau of Wisconsin. Unfortunately, we have requested
but not yet received all of the information that is needed to appropriately
and thoroughly respond to the allegations raised within said complaint;
therefore, on behalf of ************** Fire Insurance Company of
**********, **., we respectfully submit this letter requesting an extension of
six (6) business days, which would be a new due date of April 12, 2024.
We apologize for any inconvenience this request may cause. Should you
have any questions, please contact the undersigned and reference our file
number listed above.
Sincerely,
April Piniella
April Piniella
Consumer Complaints Analyst
Business response
04/12/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by
********************** with the Better Business Bureau of Wisconsin, in which he
alleged payment issues in relation to his claim under a Car Rental
Insurance Policy of Insurance (the Plan) which was underwritten by
National Union Fire Insurance Company of **********, **. (NUFIC).
Aon Affinity Travel Practice is the administrator handling this claim on
behalf of NUFIC, and Travel Guard Group, Inc. is the licensed producer
of the Plan.
We have completed our investigation of the concerns that were expressed
by Mr. *** and our response was sent directly to him on April 12, 2024
via email to ********************.

Should you have any questions regarding the above or require additional
information, please do not hesitate to contact the undersigned.
Sincerely,
April Piniella
April Piniella
Consumer Complaints Analyst
Initial Complaint
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On March 18, 2024 I submitted a claim for reimbursement. Unfortunately, My wife and I were not able to take our trip that we planned to take based on work obligations. We paid approximately $250 to AIG Travel for travel insurance in case something went wrong and we were not able to go. My wife had some work obligations so we submitted all of the correct documentation that AIG Travel requested but we were still turned down. We even had the H.R. director write a letter indicating that work was necessary during the time of our trip. They went on to indicate that they could only insure the plane tickets if we were fired or relocated by the employer. I indicated that if if my wife didn't full-fill her unplanned work obligation that she could have potentially got fired. AIG Travel had no intention of insuring our trip but instead accepting payment for the policy with no intentions to follow through with the service they committed to prior to us purchasing the insurance.
Business response
04/01/2024
Dear ****************:

We submit this letter in response to the complaint that was filed by ***********************
with the Better Business Bureau of Wisconsin regarding a claim under Package
Protection Plan underwritten by ************** Fire Insurance Company of
**********, **. (NUFIC).
We have completed our investigation of the concerns that were expressed by Mr.
Silzly and our response was sent directly to him on March 29, 2024 via email.
Should you have any questions or require additional information, please contact me
directly and reference our file number, GCS-515550.
Sincerely,
Bena Ochs
Customer response
04/01/2024
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.

[Please type your response here.]

Regards,

***********************
Initial Complaint
03/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 6/29/23, we purchased travel insurance for a trip to ****** that was scheduled for 11/1-11/11/23. On 10/7/23, Hamas launched terrorist attacks on ******, including missiles fired at ********, where our trip was to begin. The travel company, Friendship Tours, cancelled the trip on 10/11/23. Friendship Tours refunded us most of the cost we had paid, except for the $600 nonrefundable deposit. We filed a claim for this $600 loss. Section III, item (x) of the travel policy specifically provides benefits for trips cancelled due to "a Terrorist Incident in a City listed on the Insureds itinerary within 30 days of the Insureds scheduled arrival, if the City has not experienced a Terrorist Incident in the 30 days prior to the effective date of the Trip Cancellation benefit." The policy further defines Terrorist Incident as "an act of violence that is deemed terrorism by the **** ********** of ****** or that is committed by any person acting on behalf of, or in connection with, any organization that is classified as a ****************************** by the **** ********** of ******* Hamas is listed as a terrorist organization by the ** ** State **********, and they have consistently referred to the attacks as terrorist attacks. In addition, President ***** has referred to the attacks as terrorism. All the news reports at the time called it terrorism. Despite all this, *** has decided to view the attacks as an act of war. Based on that decision, they refuse to pay the claim. However, the written policy does not provide any definition of act of war, nor does it provide any delineation between an act of war versus a terrorist incident. They have chosen to refer to Hamass actions as an act of war in order to avoid paying claims that are due in accordance with the WRITTEN policy.
Business response
03/26/2024
Dear Examiner:
Please accept this response to the above referenced complaint that was filed by the
Complainant with the Better Business Bureau of Wisconsin.
We have completed our investigation of the concerns that were expressed by
the Complainant in the complaint, and our response was sent directly to
the Complainant on March 26, 2024, via email.
Thank you for the opportunity to respond to the complaint. Please contact me with any
additional questions regarding the above.
Sincerely,
****************** Amoamah

Customer response
03/26/2024
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 insurance policy defined terrorist act, and the actions of Hamas met that definition. The policy does not define act of war, but the insurance company claims that Hamas's actions were an act of war, not terrorism The policy also does not define the difference between terrorism and acts of war. The U.S. government, President ****** and the press all called it an act of terrorism. Only the insurance company calls Hamas's actions an act of war, and that is there excuse to get out of paying the claim for our loss when the trip had to be cancelled.

Regards,

*****************************
Business response
04/05/2024
Dear ****************:

We submit this letter in response to the follow up complaint that was filed by
***************************** with the Better Business Bureau of Wisconsin regarding a claim
under a Deluxe Policy of Insurance underwritten by ************** Fire Insurance
Company of **********, **. (NUFIC).
We have completed our investigation of the concerns that were expressed by Mr.
******** and our response to the follow up complaint was sent directly to him on
April 5, 2024 via email.
Should you have any questions or require additional information, please contact me
directly and reference our file number, GCS-515684.
Sincerely,
Bena Ochs
Initial Complaint
03/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To Whom It May *********** business offered travel insurance for the trip. To cancel the policy the traveler should submit the request 15 days prior to the travel date. Dispute: Refund request. The travelers father died on the same day of the travel day, on 3/5/2024. The trip was canceled to bury the deceased on the same day. The business had not refund the money, the business denied the refund because the policy was not canceled 15 days in advance, although, that would be impossible to comply with because the death was sudden and unexpected. AIG Travel policy # ********** Purchased date: 1/31/2024 Travel date: 03/05/2024 United Airlines reservation: GYBB7T AIG Travel policy # ********** Travel insurance policy Total $ ******
Business response
03/25/2024
Dear ****************:

This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information. Please allow a brief extension until April 8, 2024. Please be assured that we will respond to all issues raised in the complaint.

We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned. Thank you in advance.

Sincerely,

*************************
Customer response
04/01/2024
[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.
The company refund the fee paid for the unused service.

Regards,

***************************
Initial Complaint
03/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband and I booked a trip to ******* through Travelocity for August of 2024 for our anniversary. We paid extra to purchase travel insurance through Travelocity under AIG Travel Insurance. My husband passed away unexpectedly 6 weeks ago and I cancelled our trip through Travelocity. They refunded all but the air fare penalty fee of $600 and told me I could file that through the travel insurance for reimbursement. I filed and supplied all the documenation they needed. For over a month now they send me a weekly update saying they are 'waiting on Confirmation of Travel Arrangements Cancelled With Travel Supplier'. I am not able to reach the claim representative ************************* as 'they do not have a phone'. When I call to try and clear this up they say there is nothing I can do but wait on travelocity to confirm. Travelocity says they do not see this request at all. I am getting nowhere with this and I am very frustrated that I paid for this insurance and they are not refunding me the penalty fee nor can I speak to anyone that can help get this resolved. It's stressful enough having to deal with the death of my husband and then this on top of things. I would like the penalty fee of $600.00 paid.
Business response
03/21/2024
Good morning,
Please find attached an extension request for the above-captioned complaint. We apologize for any inconvenience.
Sincerely,
*************************
AIG
Customer response
03/26/2024
[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 wanted to let you know I did hear back from *** on my travel claim and they did send me a check for my claim. Please go ahead and close this complaint.

Regards,

*********************
Initial Complaint
03/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a flight for my parents on January 28, 2023, an unexpected tragedy struck when my father passed away on January 7, 2023. Consequently, we had no choice but to cancel the flight. I had purchased insurance for the ticket through AIG Travel Insurance. However, *** has refused to honor the claim without providing a clear explanation for their decision. Their denial was accompanied by a vague reference saying general exclusion, the policy was not in effect, yet they have not elaborated on why the policy was deemed ineffective. Despite my repeated requests for clarification, I have yet to receive a response from them.I have attached supporting documentation for your reference. Please note that in *******, the date format is written as day/month/year, for example, January 7, 2023, is written as 07/01/2023. Please see the birthdate on the passport and death certificate
Business response
03/19/2024
Please see the above attached extension letter.

Thank you.

***************************
Complaints Analyst

************ Phone
************ Facsimile
Business response
04/01/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
complaint. At this time, we are currently gathering additional necessary
information. Please allow a brief extension until April 8, 2024. Please be
assured that we will respond to all issues raised in the complaint.
We apologize for any inconvenience. Should you have any further questions
please do not hesitate to contact the undersigned. Thank you in advance.
Sincerely,
***************************
Business response
04/01/2024
**SEE ATTACHED DOCUMENT**
Customer response
04/02/2024
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 replied yet failed to provide an explanation for the denial of my insurance claim. I have attached my email response to them,refraining from posting their reply here due to uncertainty regarding their privacy policy. However, I personally prefer if they respond here so that everyone involved can review it.

Regards,

***********************
Business response
04/10/2024
Dear ****************:
We submit this letter in response to the follow-up complaint that was filed by
*********************** with the Better Business Bureau of Wisconsin regarding a Trip
Protection Plus Plan underwritten by ************** Fire Insurance
Company of **********, **.
We have completed our investigation of the concerns that were expressed by
************** and our response was sent directly to ************** on April 10, 2024,
via email to *****************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-515861.
Sincerely,
***************************
Initial Complaint
03/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a rental car protection plan via Expedia from Travel Guard (Policy #*********). During the rental, I was side-swiped by a van making a left hand turn from the middle lane of three lane road. I called the company immediately to ask what documents they needed and what my next steps were to file a successful claim. I gathered all the required documents, and sent them in a timely manner. I had to do so repeatedly, because of sloppy management of these files on the part of Travel Guard.After more than two months of repeated requests for the same documents, Travel Guard stated they are denying the claim because there is no proof of travel more than 100 miles from my residence. This requirement was not stated in any correspondence from Expedia or Travel Guard prior to the rental period, nor was it explicitly stated in any documentation I have from the company. Furthermore, this requirement was not even stated when I called on the date of the collision. Now, I have to pay ***** nearly $8000 to cover the damage.I am requesting re-imbursement of the money I paid for this worthless plan, as well as an approval of the claim. I would also like the company to disclose this requirement prominently on all correspondence with potential future customers.
Business response
03/18/2024
Please find attached an extension request for the above-captioned complaint. We apologize for any inconvenience.
Sincerely,
*************************
AIG
Analyst - Consumer Complaints
Business response
04/01/2024
Dear ****************:

This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information. Please allow a brief extension until April 10, 2024. Please be assured that we will respond to all issues raised in the complaint.

We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned. Thank you in advance.

Sincerely,

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

Business response
04/10/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by
***************** with The Better Business Bureau of Wisconsin against National
Union Fire Insurance Company of **********, **. (NUFIC), a vehicle collision
claim.
We have completed our investigation of the concerns that were expressed by Mr.
Lock, and our response was sent directly to him on April 10, 2024.
Should you have any questions or require additional information, please contact
the undersigned and reference our file number GCS- 515201.
Sincerely,
*************************

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