Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insurance from Travel Guard in March for a two month international trip. The cost was $6,747.21. I later needed to cancel and reschedule my trip because of a change of plans. I was told that a refund was not possible because I canceled more than 15 days after purchase, but I would receive a travel voucher for a future trip. I later rescheduled a modified trip and used the voucher to purchase insurance for that trip, with the cost quoted as approximately $5,300 (This was verbal, I don't remember the exact amount). I presumed that the remaining $1,500 would be made available for a future trip, but NO - I was told that the voucher can only be used once and any unused amount is forfeited! I believe that I have been scammed out of that amount by a predatory company. The unused amount should, at a minimum, be available for use on another future trip.

  

  Business Response

  Date: 08/01/2025

  Dear Ms. ******************* submit this letter in response to the complaint **** ********* filed with the ******************************* of Wisconsin regarding a claim that was filed under a travel policy 
  underwritten by ************** Fire Insurance Company of **********, Pa. 
  We have completed our investigation of the complaint, and our response was sent 
  directly to Mr. ********* on July 31, 2025, via email. 
  If you have any questions or require additional information, please contact me directly 
  and reference our file number, GCS-528902. 
  Sincerely, 
  Tahaiwa Quarless 

  Customer Answer

  Date: 08/01/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I believe the company policy, as stated in their response, to be excessively harsh and unjust. However, in a separate communication sent directly to me, the company has offered a new voucher for a future trip.  I find this to be a satisfactory resolution, and so I am satisfied with the company's total response to my complaint.

  Regards,
  
  **** *********

  
  

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Travel Guard (AIG Travel) regarding a denied claim related to a canceled flight due to a medical emergency.I submitted a valid doctors note documenting a diagnosed mental health crisis (anxiety/panic attack) with a medical recommendation not to travel. Despite this, my claim was denied solely because I answered No to a form question asking if I had been hospitalized overnighta disclosure I considered unnecessary and invasive given the doctors certification.This requirement seems to unfairly penalize individuals with mental health conditions, especially since hospitalization is not always a standard or appropriate treatment for mental health crises. Denial on this basis raises concerns about *** compliance and equitable treatment of mental vs. physical health conditions.Additionally, I believe the request for hospitalization details may violate the spirit of HIPAA privacy protections and the *************** of Health and Human Services (HHS) guidance on safeguarding sensitive mental health information.I request that Travel Guard:* Reopen my claim with full consideration of the physician's written recommendation;* Remove hospitalization as a required condition for approval in mental health-related claims;* Revise internal practices to avoid discriminatory standards.

  

  Business Response

  Date: 07/23/2025

  Dear Ms. ************* submit this letter in response to the complaint Ms. ****** Ave filed with the
  Better Business Bureau of Wisconsin regarding a claim that was filed under a travel
  policy underwritten by ************** Fire Insurance Company of **********, ***
  We have completed our investigation of the complaint, and our response was sent
  directly to Ms. Ave on July 23, 2025, via email.
  If have any questions or require additional information, please contact me directly
  and reference our file number, GCS-528429.
  Sincerely,
  Tahaiwa Quarless

• Initial Complaint

  Date:07/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aig travelguard Company refuses to honor my claim. Very misleading when purchasing insurance

  

  Business Response

  Date: 07/21/2025

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Travel Guard trip-cancellation insurance (Policy *********) through United for my July 2025 flights (PN4TP8) because my autism spectrum disorder causes severe anxiety when flyinganxiety made exponentially worse by recent ****** ******* accidents in the news. My only purpose in booking was to see my youngest daughter, an ************* soldier newly assigned and moving to ************** On June 24, 2025, I submitted my full autistic assessment physicians certification, and initial claim form (UC8115962932) documenting why I cannot fly on ****** aircraft. On July 8, 2025, the adjuster demanded a new Medical Certificate, Authorization to Disclose Health Information.These redundant demands force me to pay for another doctor visit on a fixed income and worsen my autism-related distress. Under HIPAAs minimum-necessary standard (45 C.F.R. 164.502(b), 164.514(d)) and Colorados Unfair Claims Practices Act (C.R.S. 10-3-1104), further requests for the same medical information are unreasonable and unfair.I respectfully ask the BBB to urge Travel Guard to process and pay my valid claim in full without any additional forms or physician visits, so I can receive the benefits I paid for and alleviate the undue financial and emotional burden.

  

  Business Response

  Date: 07/18/2025

  Dear Ms. ************* submit this letter in response to the complaint ****** ***** filed with the ************************* of Wisconsin regarding a claim that was filed under a travel policy
  underwritten by ************** Fire Insurance Company of **********, Pa.
  We have completed our investigation of the complaint, and our response was sent
  directly to Mr. ***** on July 17, 2025, via email.
  If you have any questions or require additional information, please contact me directly
  and reference our file number, GCS-528321.
  Sincerely,
  Tahaiwa Quarless

  Customer Answer

  Date: 07/18/2025

  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.

  My reply:
  
  Travel Guards insistence on additional medical information places an undue burden on me, an
  elderly person living on a disability income, despite my full compliance with Section V of the Policy I
  signed.

  
  That section explicitly limits requests to documentation reasonably required to prove the Loss and
  mandates that all proof of loss be submitted within ninety (90) days of the covered event deadlines I
  honored to the fullest extent possible.

  
  Requiring me to obtain a duplicate physicians disability evaluation, which I have already
  provided and which costs over $1,500, nearly twice the amount of my sub-$800 claim, is neither
  reasonably required nor contractually permitted.

  
  Their open-ended demands also violate the ***** Minimum Necessary Rule (45 C.F.R.
  164.502(b), 164.514(d)), which protects vulnerable individuals such as myself from excessive
  information requests, and constitute an unfair claims practice under Colorado Revised Statutes 10-3-
  1104(1)(h).

  
  *************** ****************************** aware of my situation as explained over the phone,
  agrees Travel Guards stance lacks merit.

  
  They have encouraged me to file a formal complaint with *************** once the date of flight has
  passed and to share the very records Travel Guard finds unsatisfactory, ensuring my rights as an
  elderly, disabled claimant are respected.
  
  

• Initial Complaint

  Date:06/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to formally file a complaint regarding my travel insurance claim #UC8115860008. I purchased trip protection through ********** for a reservation booked in error for the wrong dates. Per Hotels.coms guidance and based on the terms of the insurance I selected, I was advised this situation would be eligible for a claim under my coverage.I submitted my claim on June 3, 2025, following the instructions provided both online and by your representative. I received no follow-up correspondence via phone or email regarding the status or any required next steps. Upon checking the AIG Travel Guard claims website on June 11, 2025, I discovered that the claim was marked as finalized, with instructions to check my email. No email was ever received.I then called your customer service line and was placed on hold for over seven minutes before the call was disconnected. When I called again, I was informed the claims office was closed.On June 12, 2025, I spoke with a representative named *****, who confirmed that my claim was denied. I asked to escalate the matter to a supervisor, but she became argumentative and only after repeated requests connected me to an escalation line, which turned out to be a recording that disconnected the call.I called again and spoke with ****, who transferred me to another department, which then had to transfer me once more. I finally reached *********, who promised to have the claims adjuster reach out to me which still has not occurred.

  

  Business Response

  Date: 06/24/2025

  Attached. 

  Customer Answer

  Date: 06/30/2025

  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.
  

  ********** represents the insurance company and acted as their agent. They advised that I had a valid claim. The travel insurance should have honored the claim.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against AIG Travel Guard for failing to provide appropriate reimbursement after my 15-year-old son, ****, was stranded without a way to return home due to major flight delays and lack of rebooking options.*********************** flight was scheduled to depart at 7:00 AM (aprox) but was delayed until 7:00 PM (aprox). This caused him to miss all connecting flights, including the final leg from ********* to ***********. When we contacted Frontier, they told us all flights to *********** were fully booked for nearly three days. My son was effectively stranded in ********* with no safe way home.Because he is a minor, I purchased travel insurance specifically to protect against emergencies like this. We ended up purchasing a new flight on a different airline, which he still missed due to ********* limited availability and delays. Despite this clear case of trip interruption and emergency assistancebenefits AIG Travel Guard advertisesthe company only reimbursed $250. This does not reflect the full cost or the urgency of the situation, and no proper explanation was given.While we may not qualify for the full food per diem, the core issue is that a minor child was stranded across state lines with no airline support, and the insurance failed to provide the protection it promised.I am requesting a full and fair reimbursement in line with the emergency travel coverage outlined in the policy and based on the actual expenses incurred to bring a stranded child home.

  

  Business Response

  Date: 07/17/2025

  Dear Ms. ************* submit this letter in response to the complaint Adjanys ******** filed with the
  Better Business Bureau of Wisconsin regarding a claim that was filed under a travel
  policy underwritten by ************** Fire Insurance Company of **********, ***
  We have completed our investigation of the complaint, and our response was sent
  directly to Ms. ******** on July 17, 2025, via email.
  If have any questions or require additional information, please contact me directly and
  reference our file number, GCS-528380.
  Sincerely,
  Tahaiwa Quarless

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insurance on two tickets through AIG travel insurance. My destination have change from *** to *** call the united airline was told that if I need a refund I need to call Travel Guard for my refund. On 6/12/25 spoke to ** told me I need to filed a claim explain what happened and canceled my flight with united airline which I did. On 6/21 got a email stating that my claim was denied. Call again 6/23 and left a message for ****** ******* he call back but I miss his call. I call today and left a message for ****** to call me back. He call me back now he's telling me this that's not a good reason for me to change my flight . I stated this is the reason why I purchased the insurance just in case something happened he told there's nothing the could do. I call *************** was told that they don't fly to ***. Again he refused to give me back my money that I pay for the ticket also to them. My over all total was $883.76

  

  Business Response

  Date: 07/02/2025

  Dear Ms. ************* submit this letter in response to the complaint Ms. ****** ***** filed with the
  Better Business Bureau of Wisconsin regarding a claim that was filed under a travel
  policy underwritten by ************** Fire Insurance Company of **********, ***
  We have completed our investigation of the complaint, and our response was sent
  directly to Ms. ***** on July 2, 2025, via email.
  If you have any questions or require additional information, please contact me
  directly and reference our file number, GCS-527962.
  Sincerely,
  Tahaiwa Quarless

  Customer Answer

  Date: 07/03/2025

  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.]
  This is the reason why I purchase insurance because of life changes that have occur in the past. This was a bad experience for me after the lost of a family member and I sorry for any inconvenience on my part.
  Regards,
  
  ****** *****

  

  Business Response

  Date: 07/10/2025

  Dear Ms. ************* submit this letter in response to the follow-up complaint Ms. ****** ***** filed
  with the Better Business Bureau of Wisconsin regarding a claim that was filed under
  a travel policy underwritten by ************** Fire Insurance Company of
  **********, Pa.
  We have completed our investigation of the complaint, and our response was sent
  directly to Ms. ***** on July 10, 2025, via email.
  If you have any questions or require additional information, please contact me
  directly and reference our file number, GCS-528210.
  Sincerely,
  Tahaiwa Quarless

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/23/2025 is the date the travel insurance policy was purchased (effective date was 5/24/2025) for $749.54. This policy was for our 11 day all inclusive trip to ******. The coverage was to cover the entire trip for $10,100.00. On 5/27/2025 ***************** (our airline for the trip) cancelled all flights in ******** through 7/31/2025. Since all services are paid 30 days prior to our departure (scheduled for 6/14/25) the entire trip/prepaid services were affected. I was required to file a claim online and I could not begin the claim until I proved that we cancelled the entire trip through our travel agency (Ya'lla Tours). At this point in time I have provided all the documentation that is available (including a letter from *****************' cancellation of all flights into ******** - sighting pilot/customer safety). Although ***************************************** is reviewing all documents, (Claim # UC **********) they are wanting a specific reason that happened between 5/24/25 and 5/27/2025 that made them come to this cancellation. It was a separate request by me to even get their letter that stated that the trip had been cancelled. Ya'lla Tours never gets a reason for cancellation from any airlines -- just the updated list of any airlines canceling their flights. I'm unaware of any airlines that would specify (within this exact 3 day timeframe) what made them decide to cancel on 5/27/2025. I was directed to this travel insurance company from a forwarded email from **** "Hot Deals" on 5/14/2025. If this is how they make their money from retired senior citizens, both AARP and Aardy/Travel Guard/Aig travel insurance, should be exposed for their practices.

  

  Business Response

  Date: 07/01/2025

  Dear Ms. ************* submit this letter in response to the complaint **** **** filed with the ************************* of Wisconsin regarding a claim that was filed under a travel policy
  underwritten by ************** Fire Insurance Company of **********, Pa.
  We have completed our investigation of the complaint, and our response was sent
  directly to Mr. **** on July 1, 2025, via email.
  If have any questions or require additional information, please contact me directly and
  reference our file number, GCS-527913.
  Sincerely,
  Tahaiwa Quarless
  

  
  

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was misguided by ******* when I purchased an airline ticket I did explain to them that I needed the flight protected to be safe .They advised me to purchase the insurance protection for $19 with no other explanation and now that the flight is cancelled they are telling me that I cant get reimbursed due to some silly reason.I feel like I was scammed by Expedia and their insurance agent and at this point I need my money back .

  

  Business Response

  Date: 06/26/2025

  **SEE ATTACHED DOCUMENT**

  Customer Answer

  Date: 06/26/2025

  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.
  
  If I clearly understand I have been scammed by both Expedia and AIG travel guard .I was told that the insurance would cover early cancellation but in my case I guess not right
  Regards,
  
  Garenchere ****-********

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *************** flight with travel insurance from Travel Guard (PNR: DCLXY1) for 5 passengers. The total paid was $6,187.12. Im claiming $5,761.02.I suffered an Achilles tendon injury on Jan 28, 2025, and saw my doctor on Feb 11, who confirmed I was medically unfit to travel.I notified Travel Guard and United. Travel Guard told me I had to cancel the flight with United in order to file a claim, so I did. United confirmed the reservation was canceled on Feb 18, ******* doctor completed Travel Guards required medical form on March 6, and I submitted all documentation as instructed.Despite doing everything correctly, Travel Guard is denying my claim because Uniteds system shows that travel credit may have been or could still be issued, or that I may have been a no-show.Travel Guard says they need written confirmation from United that:A) No refund or travel credit has been or will be issued B) The cancellation happened on February 18, 2025 *** submitted multiple requests to United and even organized a recorded 3-way call with Travel Guard and United. United will not provide the required confirmation.Travel Guard is using Uniteds silence as justification to hold my claim in limbo for over 4 months, even though Ive complied with every request.I am asking Travel Guard to process and pay this valid claim, or to provide a formal written denial not based on a third-partys lack of response.Please see the attached PDF for documentation and timeline. This matter can be resolved immediately if Travel Guard acts fairly and independently.

  

  Business Response

  Date: 06/23/2025

  Dear Ms. ************* submit this letter in response to the complaint Ms. ****** ****** filed with
  the Better Business Bureau of Wisconsin regarding a claim that was filed under a
  travel policy underwritten by ************** Fire Insurance Company of **********,
  Pa.
  We have completed our investigation of the complaint, and our response was sent
  directly to Ms. ****** on June 23, 2025, via email.
  If you have any questions or require additional information, please contact me
  directly and reference our file number, GCS-527642.
  Sincerely,
  Tahaiwa Quarless