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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 212 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

212 complaints closed with BBB in last 3 years | 67 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 39
Billing/Collection Issues 6
Delivery Issues 3
Guarantee/Warranty Issues 13
Problems with Product/Service 151
Total Closed Complaints 212

Customer Reviews Summary Read customer reviews

31 Customer Reviews on Travel Guard Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 1
Negative Experience 25
Total Customer Reviews 31

Additional Information

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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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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 826-1300(Phone)
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Complaint Detail(s)

2/14/2015 Problems with Product/Service | Complaint Details Unavailable
2/9/2015 Problems with Product/Service | Read Complaint Details
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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
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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
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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
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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
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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
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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
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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
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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
X

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
X

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
X

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
X

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
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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
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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
X

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-today) reimbursed me right away for the rail tickets that I had to purchase out of pocket. Travel Guard on the other hand has so far refused to reimburse me for the $85 they wrongfully charged or for the 25 minute international call that I had to make from my cell phone to try to get travel service from them. They asked for receipts from my credit card company and cell phone carrier which I provided to them. In any event they provided no travel service and charged additional monies for the privilege of talking to them.

Desired Settlement: Travel Guard owes me $85 for the travel assistance surcharge fee and $37.50 for a 25 minute international call to find out that they could provide no assistance.

Business Response:

To whom it may concern:

We have reviewed Mr. *******’s concerns raised in his complaint regarding his Trip Interruption claim. 

Please be advised that the required claim documentation was received on 6/10/14.  Upon review by the analyst, payment was issued in the amount of $85.00 on 6/17/14 for the LiveTravel fee.  The analyst contacted Mr. ******* for clarification on the phone call charge during that time.  Upon receipt of the response, an additional payment was issued in the amount of $15.00 on 6/19/14 for the charge of the phone call to contact us. 

Should Mr. ******* have any further questions, we welcome him to contact his claims analyst, *******, at ###-###-####. 

Sincerely,

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

***

7/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased online through ******** ************* 3 different vacation rentals for 1 week each in South Lake Tahoe, and I also purchased travel insurance in case there were any issues and I needed to cancel the trip. When purchasing the insurance at no time was I given a contract showing the terms of the insurance policy, or a link to the site showing the policy. I had to cancel the trip a couple of days after booking due to work obligations, and when I called the insurance company they stated that since it was due to work it should be covered and to type up a letter and have it notarized and mailed in to file a claim. I did that and shortly after I received a letter stating the claim was denied as the policy did not cover trip cancellations due to work related obligations. I called the company back asking that a copy of the agreement be email to me and I still have not received one. The agreement they have posted on their site does not stated anything about employment obligations not being covered. I also went to their website and there you can put in the policy information to pull up the policy to review the policy online, when I enter in the policy numbers I was given nothing comes up, it states invalid policy numbers.

Desired Settlement: I would like a refund of the 3 weeks that I cancelled. I gave plenty of notice on the cancellations. Never at any time was I told that there were exceptions to the reasons why I would be allowed to cancel the trip, I was never given any terms or a copy of the contract. Even after the fact I've asked for copies and never received them.

Business Response:

To whom it may concern:

According to claims records, Mr. ****** purchased the travel insurance at the time of purchase with her 3 vacations rentals through ******** *************.  At the time of purchase, a link is provided to view the travel insurance policy on the ******** ************* website.  We have confirmed with ******** ************* that the vacation rentals reservations were emailed to Mr. ******.  In the email reservations contained a link for Mr. ****** to access her travel insurance policy.    

In the claim documentation submitted, it is indicated that Mr. ****** cancelled her trip due to work reasons.  Unfortunately, cancellation due to having to work does not fall within the scope of coverage under Mr. ******’s policy. 

In pertinent part, Mr. ******’s 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 or Family Member;

1) Sickness or Injury 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) Sickness or Injury of a Family Member not traveling with the Insured. Must be because 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;

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

(c) the Insured’s Primary Residence or Destination being made Uninhabitable by Natural Disaster that is due to natural causes, vandalism or burglary. Benefits are not payable if a hurricane is named on or before the effective date of the Insured’s Trip Cancellation coverage;

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

(e) the Insured is involved in or delayed due to an traffic accident, substantiated by a police report, while en route to the Insured’s Destination;

(f) 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 with 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, seasonal employment, independent contractors or self-employed persons.

Mr. ****** states in her complaint that the travel insurance policy was not provided.  According to claim records, the policy was available at the time of purchase and was provided a link in her email reservation sent by ******** *************.  Should Mr. ****** have any additional questions, we welcome her to contact her adjuster, *****, at ###-###-####.     

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,

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

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED 2 TICKETS THRU TRAVELOCITY,AND THEY INSURED THE TICKETS THRU TRAVEL GUARD,PART OF THERE COMPANY.I WAS BRING MY MOTHER FROM NEW YORK IN A NURSING HOME BEING ACCOMPANIED BY MY NEPHEW,HE TOOK ILL AND REQUIRED BEING HOSPITALIZED,I SUBMITTED HOSPITAL DOCUMENTS,THEY ARE REFUSING TO REFUND ME THE MONEY,I PURCHASED THE TICKETS WITH MY DEBIT CARD,THEY WANT TO ISSUE IT TO THE TRAVELERS,AND MY MOTHER PASSED IN OCTOBER HERE IN VEGAS.AND THERE WILL NOT BUGGE.

Desired Settlement: I WOULD LIKE THE MONEY THE TICKETS WERE INSURED FOR RETURNED TO ME OR BACK TO MY BANK ACCOUNT.

Business Response:

To whom it may concern:

We thank Mr. ******* for contacting us regarding Mr. ****** and Ms. *******'s Trip Cancellation ******.  This response is in regards to the concerns Mr. ******* has described in his complaint.

Please note that when an insurance policy is purchased through Travelocity the named Insureds are the travelers in which travel arrangements are booked for.  As such, we are unable to issue any payments to any parties outside of the named Insureds/Travelers unless a signed, notarized statement is received from the Insured's requesting reimbursement be made to a non-Insured party.

From review of these pending ******, we find that the notarized authorization from Mr. Meyers or Ms. ******* has not been received.  Furthermore, we have also not received a completed and signed Airline Ticket Authorization claim form from either Insured.  Upon receipt of this documentation, we can proceed forward with finalizing these ******.

Should Mr. ******* have any questions, we welcome him to contact the ****** adjuster, *****, at ###-###-#### Ext. ##### to further discuss Mr. ****** and Ms. *******'s 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.]

Regards,

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

 

 THERE RESPONSE UNACCEPTABLE AS I EXPLAIN TO THEM MY MOTHER MRS. ****** ******* PASED IN OCTOBER OF 2013,AND THEY WERE TOLD I HAVE THE DEATH CERTIFICATES,NEXT HAD THEY SAID IF A CANCELATION IS DONE THE CHECK WILL BE MADE IN THE TRAVELERS NAME I MAY NOT HAVE DONE IT,I HAVE A BUSINESS AND IF MY COMPANY WHERE TO BUY A TICKET FOR AND EMPLOYEE INSURED IT LATER HAD TO CANCEL AND THE EMPLOYEE WERE FIRE,TELL THEM TO EXPLAIN HOW MY COMPANY WOULD GET THAT MONEY,SINCE IT WOULD GOT TO THE EMPLOYEE AND HAVING BEEN FIRE WOULD NOT LOOK TO BE RETURNING SAID FUNDS ,THAT MONEY SHOULD BE REFUNFED TO THE ACCOUNT IT WAS TAKEN FROM,AND THEY SHOULD HAVE TO IMFORM PURCHASERS OF THAT IN INSURANCE THAT REFUNED MONEY WILL GO TO TRAVELERS NOT THE PURCHASER WHICH THEY DID NOT. SO I WANT THAT MONEY REFUNDED TO ME CAES CLOSE OR I WILL MAKE IT A COURT ISSUE.

Business Response:

To whom it may concern:

When an insurance policy is purchased, the insurance coverage is purchased for named Insureds.  The contract is with the named Insureds which may not necessarily be the same as the name of the purchaser.  We understand Mr. *******'s concerns; however, we are held liable to honor reimbursement under each travel insurance plan to the named Insured under the contract.

The policy purchased also provides a hierarchy when an Insured has passed away and reimbursement is owed.  Below details how payment would be tendered.  No beneficiaries are listed on file for Ms. *******.  To move forward with this, Mr. ******* would need to complete and submit a notarized affidavit of survivorship for Ms. *******.  Please note that upon receipt of this information as well as the Travelocity Booking Confirmation for Booking #************, we will be able to move forward with finalizing each claim.  Should Ms. ******* not be listed on Booking #************, payment will be arranged to the named Insured on this booking and the affidavit would not apply.

Payment of ******: To Whom Paid:

Benefits are payable to the Insured who applied for coverage and paid any required plan cost. Any benefits payable due to that Insured’s death, will be paid to the survivors of the first surviving class of those that follow:

(1) the Beneficiary named by that Insured and on file with Travel Guard

(2) to his/her spouse, if living. If no living spouse, then

(3) in equal shares to his/her living children. If there are none, then

(4) in equal shares to his/her living parents. If there are none, then

(5) in equal shares to his/her living brothers and sisters. If there are none, then

(6) to the Insured’s estate.

A blank affidavit of survivorship has been attached to this response.  We welcome Mr. ******* to speak with the ****** adjuster, *****, regarding the affidavit of survivorship and any other missing information from either claim.  ***** can be reached directly at ###-###-#### Ext. *****.

Sincerely,

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

 

6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My friend and I had planned and booked a cruise with Costco Travel, who recommended purchase of an insurance policy with Travel Guard. In an unforeseen accident, my friend died 2 weeks before the cruise was set to depart. Since that time, I have been fighting with Costco Travel and Travel Guard in order to get a refund and avoid the $934.64 in cancellation fees (the total price of the cruise was $1207.10). They insist on receiving official cause of death through an official document, which I am unable to get them, especially since I am not related/family to my friend. Due to the nature of her death, her culture, and the timing, I cannot contact the family and especially her parents at this time, and the cause of their daughter's death is personal, secret, and should be kept that way if they wish. All I can promise is that is was an accidental death and not suicide. When speaking with Travel Guard, one representative said that an obituary may suffice, which I attached to my claim. I have even sent the handout given at the funeral. However, other Travel Guard representatives and the supervisor at the time of my call have all said they need a death certificate.

Desired Settlement: I would simply like a refund and not be charged the cancellation fees. I would like to not have the stress of trying to process this claim in the midst of mourning. I had purchased the insurance in case of an unforeseen circumstance, like this, to avoid any possible headache and stress. I find it appalling that in this situation, I cannot be refunded the charges in order to repay both my family and my friend's family.

Business Response:

To whom it may concern:

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

First off, we want to extend our sympathies to Ms. *** during this time.  We understand the concerns she has raised.  The insurance policy purchased has terms and conditions that are followed when reviewing all losses to determine if coverage is available.  We are held to adjudicate each claim in accordance with the provisions of the policy purchased.  Unfortunately, the cause of death is required to enable our company to finalize our review of Ms. ***'s claim so that we may rule out any General Exclusions that may apply to this situation.

To enable our company to finalize Ms. ***'s claim, a copy of the death certificate showing the cause of death will be required.  We will be able to complete processing upon receipt and review of this document.

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 was told by one of the Travel Guard representatives that an obituary would work.  I will attach the obituary and the handout from the funeral again.  I can ensure that the cause of death was accidental, and I continue to emphasize the fact that getting the death certificate is impossible.  I am not family and the family is choosing to keep these matters private.  Is it possible for Travel Guard to pursue the coroner's report? 

 

I ask again that Travel Guard review this situation as a unique one and grant me the refund I deserve.

Regards,

******* ***

 

 

Business Response:

To whom it may concern:

Unfortunately, we are unable to move forward with finalizing our review of the claim as all the needed information has not been received.  We understand Ms. *** would like for us to obtain this information on her behalf; however, as the deceased party is not insured under the contract for Ms. ***, we are unable to obtain this documentaiton on her behalf.

Based on the nature of the death, we require a death certificate that provides the cause of death so that the applicable policy exclusions may be reviewed.  Ms. *** is welcome to discuss further with her adjuster, Amanda, but please note we are held to the terms of the policy purchased and must rule out the exclusions to move forward with any reimbursement under Ms. ***'s policy.

Sincerely,

******* ***** ******* ********

6/7/2014 Problems with Product/Service | Complaint Details Unavailable
6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Travel Guard coverage for sporting event tickets. The chance that I have to travel for work on the day of event was very high. Unfortunately, my work related trip fell on the day of the event that I bought tickets for. I filed the claim to Travel Guard, coverage was denied. Answer - work related tickets cancellations are not covered in my state. In addition to it it took 15 calls back and forth to get in touch with this company representatives, they never take calls, instead they call back whenever they want and most of the time I was busy with my own work when they call back. In relation to coverage in my state: my decision to buy coverage was based on the information provided in the link on ticket purchase webpage where it was stated that work related ticket cancellation is one of the most common examples; description of coverage was in another tab and confirmed this statement, small text however says that document should not be used for such and such states (the list is long). I did not pay attention to this as it was hidden on that document. Apparently there is different document for coverage in my state. If I would refer to the webpage they tell me to I would literally hit the wall as it asks me to provide product number, code and other stuff that I would never know. The bottom line - even if I went through all the guidance to get to coverage description particular to my state I would never get to it. AND I am only buying 3 tickets for sporting event that cost $30 each. Would I spend all this time reading pages and pages of information on offered coverage? Obviously NOT. MY case was shown in the list of common examples and I took this coverage..... It turns out the whole coverage is complete scam, I don't see it any other way. From the day I purchased it until the day I finally had productive conversation with their rep they did everything they can to sidetrack me from reality.

Desired Settlement: Insurance Claim Settlement - $90.05

Business Response: We are sorry to hear about your frustration. We encourage all customers and prospective customers to review the description of coverage for the particular plan they are thinking about purchasing. We are always available, 24/7, to assist with coverage questions and beyond and encourage any potential customer with questions to contact us to make sure they purchase the plan that best fits their needs.

Business Response:

To whom it may concern:

This is in response to Mr. ***********'s concerns relating to his insurance policy and claim.

While we understand Mr. ***********'s concerns, we have confirmed the policy is accessible prior to and concureent with the sale of insurance.  Unfortunately, all reasons for a loss are not covered under the policy purchased.  For a loss to be covered under the policy, it must be due to a named, covered peril under the applicable benefit that pertains to the expense and loss being claimed.

We find that this claim has been properly adjudicated under the terms of the policy purchased.  Further, the denial of his claim has been maintained as the loss does not fall under a named, covered peril of the coverage 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.

Mr. ****'s and ultimately Travel Guard's response  is unacceptable. I comprehensively described the situation in this regard. 

The conclusion of what I've been explaining before that it does not matter at this point that the "loss does not fall under a named, covered peril of the coverage purchased", as he (or Travel Guard) states in the response. The business purposely mislead me (the customer) when they offered their coverage, promising service that in the end they are not responsible for. I insist on paying my claim as Travel Guard stated at the time of this coverage purchase they would.      

Regards,

********* ***********

 

 

5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance from Travel Guard for a travel package which included air and hotel stay for 4 people, myself, my husband, my daughter and my new son in law. We were traveling from Cleveland, Ohio to New Orleans, La to attend my daughters destination wedding which was being held in New Orleans this past January 2014. A horrible storm came down from northern Canada causing severe weather to occur as far south as New Orleans. Our flights were changed numerous times by the airline because of weather. Our original departure date was 1-29-2014 then changed to 1-28-2014 and then to 1-27-2014 along with flight dates changing our flight times also kept changing and our final destination had to be changed as well from New Orleans to Lafayette, La. The New Orleans airport was shut down because of weather and the closest the airline could get us was Lafayette. When we arrived into Houston, we were told that Lafayette airport was closed because of weather so we had to rent a car in Houston and then drive all night from Houston to New Orleans. We clearly had a severe trip interruption, which the insurance company covers, as this was what I was told by one of the companies customer service representatives when I had originally called to file a claim to cover the car rental expenses, etc. Travel Guard informed me that they will not cover any of the expenses that occurred!

Desired Settlement: I want my claim paid due to the unexpected expenses because of my severe trip interruption.

Business Response:

To whom it may concern:

We thank Mrs. ****** for her comments and concerns relating to her travel insurance claim.

From review, we find that benefits have been extended for the unused airfare, additional transportation expenses incurred, as well as the hotel penalty the ******'s incurred.  We apologize for any inconvenience that may have been caused  and find that the complaint has been resolved since Mrs. ******'s initial complaint.

Should Mrs. ****** have any questions, we welcome her to contact our claims department at ###-###-####.

Sincerely,

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

Business Response:

To whom it may concern:

Please note that payment was initiated on 5/20 with a check being issued on 5/21/2014.  The payment was issued totaling $1,148.90 under the Trip Interruption benefit via check #*******.  We anticipate that Ms. ****** would receive payment within 7-10 business days from issuance on 5/21/2014.

Should Ms. ****** have any questions relating to her payment, we welcome her to contact her claims adjuster, ***********, directly at ###-###-#### Ext. *****.

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,

 

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

5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel guard cancel for any reason insurance for my flight and my brother-in-law's flight to ****** ******. We cancelled our flights within the given timeframe associated with our contract with travel guard, and filed our claim in a timely manner. Our claim was denied without examplanation and despite the cancel for any reason insurance purchase. **** ********* ***** has failed to return any of my 4 phone calls regarding this claim in the last two months.

Desired Settlement: I expect a 70% refund on airfare associated with this claim as outlined in the travel guard contract. Airfare was $1,422.25 each (total $2,844.50). A 70% refund is expected in the amount of $1,991.15.

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Ms. ******** regarding the denial of her Trip Cancellation claim.

Upon further review, we acknowledge that a portion of the claim was denied in error and benefits should be extended.  A portion of the loss falls outside the trip cost insured ($1,373.77 per person).  This portion was appropriately denied and not covered under the policy.

Please note that the file has been reassigned to an adjuster today.  Benefit determination will be made based on the Trip Cost Insured per person ($1,373.77) as well as the Cancel For Any Reason benefit limitations of 70% of the Insured Trip Cost.  Once an adjuster has completed revew, Ms. ******** will be called to confirm the amount of the forthcoming reimbursement.

Should Ms. ******** have any questions, she is welcome to contact her adjuster, Jessica, at ###-###-#### Ext. #####.

Sincerely,

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

5/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, Took out an insurance policy with travelguard, to cover a skiing trip to Europe. Got injured before departure from my home in **** ****** ** Worked with my physician to meet travel guard request and provided documentation. Travelguard, in my opinion, has unfairly and unreasonably stalled, delayed, and denied my claim. I need your help to resolve this matter.

Desired Settlement: Please have travelguard pay the claim, in the amounts specified by the documentation I provided to them. Hoping travelguard will work with the BBB, provide their end of the story and that we can come to a fair outcome. I had two different policies with travelguard. My complaint involves the denied claim for Europe ski trip only. Plese let me know how I can assist your office.

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. ***** in relation to his Trip Cancellation Claim #*******.

In review of Mr. *****'s claim, we find that his claim was denied due to a Pre-Existing Medical Condition.  This was determined based on the information provided from Mr. ***** and ****** ******* ****** that indicated the medical condtiion first manifested itself prior to insurance coming into effect on 3/2/2012 for the trip scheduled from 3/3-3/24/2012.  Mr. *****'s policy did not qualify for the waiver of the Pre-Existing Medical Condition Exclusion as insurance was not purchased within 15 days of making the Initial Trip Payment in January 2012.

We have confirmed that Mr. *****'s claim has been properly adjudicated in accordance with the terms and conditions of the policy he purchased based on the information received relating to his medical condition prompting his cancellation on 3/3/2012.  Based on the documentation we have received, our position is maintained as the condition causing the loss falls under the Pre-Existing Medical Condition of the policy Mr. ***** purchased.

Thank you for the opportunity to review and respond to Mr. *****'s concerns.  Please note that we have also attached a copy of our response to Mr. *****'s appeal of the claim denial for reference.

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,

****** *****

 

 Condition was NOT pre-existing

 

Please let me know how I may assist your office

Business Response:

To whom it may concern:

Please note that our position is maintained as no new information or documentation has been received to change the determination of Mr. *****'s claim.

Unfortunately, the condition causing this loss met the Pre-Existing Medical Condition Exclusion of the policy purchased.  The claim was appropriately denied as losses due to Pre-Existing Medical Conditions are not covered. 

Sincerely,

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

5/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Fraudulent and misleading language describing product (travel insurance)When purchasing a ticket from ****** ******** ******** a choice was presented for travel insurance that stated the claim premium would be paid in the event of travel cancellation or postponement FOR ANY REASON. When I tried to place a claim to postpone my trip for three weeks because of the health of the person I was visiting, I found that there was a huge number of verifying documents needed, that the 'analysts' would need a minimum of 4 weeks to process the claim, and that the only claims that were paid were in the event of death or medical condition of the claimant. The onerous burden of proof on the insured, and the obvious misrepresentation of the online description of the service, prompted this complaint. The telephone call with '****** was recorded, and it was clear that they had no intention of paying the claim. A short list of the 'proof' they required me to provide follows:Trip amount paidCredit card proving I purchased insurance (even though I had the claim number)Printed copy of ItineraryReasons for postponementPower of attorney releasing informationDetailed, day by day description of where I planned to go everyday, including hotel reservations, etc.Proof of purchase of New ticket New itinerary Then she described the number of items that the 'analyst' would require which was so absurd that I told her we would be in touch with the company through my attorneyThe main point is the misleading description on the website. It should be removed and replaced with the full list of requirements that the company forces on the claimant (and the fact that in most cases the claim is denied).

Desired Settlement: Language on all websites that Travel Guard offers insurance (all airlines, resorts, etc.) should be changed to reflect the real nature of the service.

Business Response:

To whom it may concern:

Thank you for the opportunity to review this Better Business Bureau complaint. The following information was taken into account in providing this response:

n  Policy *********, Product 008345 P1 4/08

n  The insurance details displayed on ********************* when purchasing an airline ticket

n  Mr. *****’s complaint to the Better Business Bureau.

According to our records, Mr. ***** purchased an AIG Travel Guard insurance policy while making a flight reservation on *********************. The policy was purchased on April 24, 2014 and became effective on April 25, 2014. Confirmation of the policy was sent via email to **********************. This confirmation provides the Description of Coverage for the policy, which details the coverage and exclusions.

On May 5, 2014 Mr. ***** contacted our claims call center, and advised us that he could not go on the trip as planned. Our representative explained the claims process and required documentation. Mr. ***** declined to set up the claim, and to date no claim has been set up or submitted for our review.

In the complaint to the Better Business Bureau, Mr. ***** states that the insurance policy was misrepresented on the website, and that the website indicated that the policy would allow cancellation for any reason.

Travel Guard has reviewed the web content and concludes that no misrepresentation of the insurance policy was made. The initial offer contains the price and a link to the Description of Coverage for the policy, and the link contains a detailed list of the reasons for which the policy provides Trip Cancellation coverage. The Description of Coverage also provides information on what documentation a claimant must provide in order for a claim to be processed. No references to “Cancel for any reason” exist in the insurance offer.

We welcome Mr. ***** to contact our Claims Department at ###-###-#### to setup a claim for review under the terms and conditions of the policy purchased.  Please note that certain required completed claim forms and documentation will be required in order to finalize a claim.  At the time of claim setup, a Customer Service Representative can detail the needed items and answer any questions he may have.

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

Sincerely,

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. I will send an image of the webpage indicating that cancellation for any reason was stated explicitly. Travel Guard does not allow me to view the offer without purchasing a ticket from the travel site (i.e. after the confirmation page); perhaps they would be willing to post the exact description from the website rather than just claiming what it says or doesn't say. In addition, their response made no reference to the onerous and egregious requirements they make in 'analysing' a claim: a detailed itinerary, where I am staying, proof of purchase of everything related to my travel, etc. I will keep this complaint open until they modify their requirements to provide a consumer-friendly, legitimate offer of insurance and payment of said insurance without putting absurd and undue burdens on the insured. Until this happens I think anyone and everyone should know what their business practices are. When they are willing to pay my claim with a copy of my purchased ticket and my new ticket from the postponed travel, then I will be happy to remove my complaint.

[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:

Attached to this response is a direct screen shot from ****** *******'s website.  Please note the a direct link to the Description of Coverage for the insurance product sold by ****** ******* is avaialble for review prior to and concurrent with the sale of insurance.  The Description of Coverage details all terms, conditions, limitations, and exclusions of the insurance policy.

Should Mr. ***** have different information from this website to contradict this, we welcome him to submit for review.

Sincerely,

Travel Guard

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i purchased travel insurance and once my husband was unable to go to on vacation because he was obligated to work and then lost his job, i received the hotel portion refund but not the airplain money

Business Response:

To whom it may concern:

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

We find that Mrs. ******'s claim was on 6/7/2013 with a formal letter being issued on 6/13/2013.  Unfortunately, the reason for the cancellation of the trip was not recognized under the policy purchased as a coverage reason.  Please note that we have taken an opportunity to re-review this claim.  From 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 Mrs. ******'s concerns.  If Ms. ****** has any further questions relating to her claim or policy, we welcome her to contact our Claims Department at ###-###-####.

Sincerely,

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

5/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I filed an travel insurance claim due to the fact I had to evacuate my resort in Fiji due to approaching cyclone. The claim was rejected even though on the Travelguard website, they cite the following for a reason to purchase their product "You are at a beach resort in North Carolina, and you are forced to evacuate due to an approaching hurricane. Who will help you evacuate and who will reimburse your lost vacation investment?" This statement is located on the following page: http://www.travelguard.com/whybuy/whytravelguard.asp?intcmp=clc-001-Nav-3-10Reasons. The reasons they give to purchase their product are not consistent with their policies to pay claims.

Desired Settlement: Pay travel insurance claim

Business Response:

To whom it may concern:

We are sorry to hear about your frustration with the wording travelguard.com.  

 

Coverage due to a named hurricane depends on the type of policy purchased. Most of our policies offer coverage if the resort or hotel in which the insured is staying is made uninhabitable due to a named hurricane. To find out what type of coverage a particular plan offers, it’s important to carefully review the description of coverage for each plan. Because the wording on travelguard.com seems to have evoked confusion, we will replace it as soon as possible.

 

Unfortunately, interrupting or canceling travel in anticipation of an event is not generally covered under a travel insurance plan.  While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased.

 

Sincerely,

 

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.

My complaint is regarding Travelguard's website.  The website specifically states (in an example) that a traveler will be covered in the event of a pending hurricane.  This is a deceptive statement leading the reading to believe a pending event will be covered.


The following statement can be found on the "10 Reasons to Purchase Travel Insurance" page:


You are at a beach resort in North Carolina, and you are forced to evacuate due to an approaching hurricane. Who will help you evacuate and who will reimburse your lost vacation investment?

If you substitute the word Fiji for North Carolina, that's what happened to me.

Please modify your website to state the correct condition that would be covered.  

Regards,

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

 

 

Business Response:

Mr. *******:

Thank you for bringin this to our attention.  The bullet point in question has been removed from www.travelguard.com.

Sincerely,

Travel Guard

5/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The advertisement came in as part of buying our flight tickets to India (Departure May 20th, 2014) via budget air by auto select option of the travel insurance. After we bought the tickets we realized it was included in the travel with ticket pricing. But recently my husband's company provides a similar emergency travel assistance free insurance. We tried to cancel the Travel Guard insurance and they would not refund the money. We paid into something that we are not going to use it as we have nearly duplicate insurance. Here is the transcript of the emails:

Desired Settlement: I want full refund of money, if they are concerned with good ethical business practice.

Business Response:

After corresponding with the customer on 05/14, Travel Guard made a resolution and refunded the customer in the full amount. We appreciate our customers and their business.

Thank you,

********

Travel Guard

Adminsitration Department

 

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,

 

******** ***

 

 

 

5/16/2014 Problems with Product/Service | Complaint Details Unavailable
5/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with Travel Guard, the travel insurance company associated with ****** ********, because I bought a $524.05 ticket and insurance to go along with it. I have done everything they have asked me to do. I have filled out forms, sent letters from doctors, and waited almost a year and still have an unresolved issue.

Desired Settlement: $524.05 refund check

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Ms. ********* regarding her Trip Cancellation claim and travel insurance.

We find that Ms. *********'s claim was denied on 3/25/2014 as the reason for loss did not fall under a named, covered peril of the Trip Cancellation benefit.  A formal denial letter was sent to the Insured on 4/2/2014 explaining that the reason prompting the loss fell outside the scope of the coverage purchased.  Attached to this response are copies of the explanation of our determination as well as a copy of the policy purchased by Ms. *********.  From review, we have confirmed that her claim has been appropriately adjudicated under the terms and conditions of the policy purchased.

Should Ms. ********* have any questions regarding her claim or policy, we welcome her to call the Claims Quality Assurance department at ###-###-#### to speak with one of our representatives.

Sincerely,

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

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a policy for a parent for travel insurance for a cruise that I purchased for them. They have taken 3 months to process my claim and I have not recieved the refund. It has been 6 months and no refund.

Desired Settlement: I want my refund

Business Response:

To whom it may concern:

Please supply a claim and policy number along with the name of the Insured under the travel insurance policy.  This will enable our company to identify the claim in question.  Once received, we will be able to further review this complaint for response to the inquiry received.

Thank you.

Sincerely,

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

5/12/2014 Problems with Product/Service | Complaint Details Unavailable
5/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased TravelGuard insurance for a trip I was scheduled to take. I was unable to travel during the booked period. I specifically purchased this insurance because it waived pre-existing conditions if purchased at the time of the flight booking. I have provided everything initially requested, yet am continually told that they require additional information from my physician, who has stated that his office has never received any contact from this company. They were faxed a copy of his note stating that I could not travel. This has been going on for almost a year. This company owes me 277.80 and I would like the refund.

Desired Settlement: I would like the amount due to me for the travel cancellation insurance policy that I paid for.

Business Response:

To whom it may concern:

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

In the claim documentation received, a physician’s note was submitted; however it did not indicate a diagnosis, date of diagnosis, dates of treatment, and if the insured was medically able to travel when the insurance was purchased.  When the claim forms were sent to Ms. *******, an Attending Physician’s Statement Claim Form was included in the claim packet that requests this information.  To determine coverage under the policy and to confirm if Ms. ******* is eligible for the pre-existing medical condition wavier, this information is required. 

Ms. ******* also noted that the provider does not have record of our communications.  The analyst sent written communications to the provider on 7/23/13, and 8/26/13.  Phone calls were also made to the provider by the analyst on 8/26/13, 9/9/13, 9/17/13, 10/4/13, 10/11/13, 10/18/13, 11/5/13, 11/8/13, and 11/19/13 to follow-up on the requests.  Despite the analyst’s several attempts to obtain the information to aid in processing Ms. *******’s claim; the required medical documentation to determine coverage has not received. 

Once we receive the required physician’s statement indicating a diagnosis, date of diagnosis, dates of treatment, and if the insured was medically able to travel when the insurance was purchased, we can continue to review the claim.  Should the physician advise Ms. ******* was not medically able to travel when the insurance was purchased, she would not qualify for the pre-existing medical condition waiver.  We would then require medical records for the dates of 11/11/12 through 5/1/13 to rule out a possible pre-existing condition.  

Should Ms. ******* have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, ***** ***** ** ********** extension *****.

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 Ms. *******'s most recent communications.  Attached to this response is a blank copy of the Attending Physicians Statement claim form.  To date, we have not received a completed copy of this form from Ms. ******* or her provider.  While we understand a hand written note was received from the provider, the note does not provide the necessary information to finalize our review of this claim.

We welcome Ms. ******* to have her provider complete this form and return to our office.  After receipt, we will be able to further process this claim.  Should Ms. ******* have any questions regarding this claim form, we welcome her to contact her adjuster, Erica, at ###-###-#### Ext. *****.

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 request that BBB look at the terms and conditions of the coverage and all of the documentation provided and actions taken on my behalf.  You will see that I have already provided everything requested.  I live part time in ************ and my physician's office is two hours away.  I cannot accommodate this company any further.  Documentation was provided; ticket was surrendered.  There should be no further information required.

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

 

 

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12-14-13 we booked a trip to W. Palm Bch., Fla., thru ***************, United Air., round trip, from 2/5 through 3/10/14. Purchased trip insure. with the tickets, for a total of 741.50 which was billed to my American Express Card. Approximately 2 weeks before trip, Fla. owner contacted us advising a window leak, due to rain storm resulted in a mold condition that created an inhabitable situation requiring major repairs and canceling our stay. We were forced to cancel our trip. A claim was filed with Travelguard (AIG) and documentation provided from the Property Manager in Florida explaining the condition and health hazard that existed. The claim was denied, an appeal was denied and presently the claim has been forwarded to the NJ Office of Insurance Claims Ombudsman. It is my position that the rain storm caused the window leak and subsequent mold condition. The residence became uninhabitable and required extensive repair. Because I opted for an insurance claim it appears I have been penalized and cannot even receive any form of credit from the airlines toward another flight in the future. Thank you for your assistance, **

Desired Settlement: The Travel insurance cover this occurrence .

Business Response:

To whom it may concern:

We have completed our review of Mr. ******’s Trip Cancellation claim based on the concerns Mr. ****** raised in his complaint. 

According to claim records, Mr. ****** purchased airfare through *************** for anticipated travel dates of 2/5/14 through 3/10/14.  Mr. Penny contacted us on 2/14/14 to setup a Trip Cancellation claim due to his destination being uninhabitable.  According to the documentation received, there was a water intrusion to the place of lodging causing mold develop making the destination being uninhabitable.  In pertinent part the 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:

 …(d) the Insured’s Principle Residence or Destination being made Uninhabitable by Natural Disaster;…

DEFINITIONS

“Natural Disaster” means a flood, hurricane, tornado, earthquake, fire, wildfire, volcanic eruption, or blizzard that is due to natural causes

“Uninhabitable” means (1) the building structure itself is unstable and there is a risk of collapse in whole or in part; (2) there is exterior or structural damage allowing elemental intrusion, such as rain, wind, hail or flood; (3) immediate safety hazards have yet to be cleared, such as debris on roofs or downed electrical lines; or (4) the rental property is without electricity or water.

The documentation received does not indicate the destination was made Uninhabitable by a Natural Disaster as defined in the policy.   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,

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

/**

4/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased travel insurance, policy #******* on 6/01/2013. I had a heart attack on Wednesday, Oct 16th was to leave on trip Oct 18th. I filed the insurance claim and mailed the paperwork on November 29, 2013. The form said to mark your calendar for one month from the date mailed. Contacted **** ******* ###-###-#### with ***** ** ******** on March 4, 2014. She called and left a message for **** ***** explaining I had not received my refund for the trip. **** also gave me **** *****'s number ###-###-####. I have called three or four times since March 10th and have not received a call back. Also, called the Claims Dept ###-###-#### on March 17th and have not received a call.

Desired Settlement: Payment of the travel insurance for trip cancellation, 100% of trip cost.

Business Response:

To whom it may concern:

Please note that Mr. ******'s Trip Cancellation claim is currently under review.  Request was made to Mr. ******'s medical provider for information and documentation regarding his medical condition.  This documentation was received on 3/21/2014 from Dr. *** *****. 

We anticipate that the adjuster will complete review of this documentation within the next 2-3 business days.  Should Mr. ****** have any questions, we welcome him to contact his adjuster, *******, at ###-###-#### Ext. #####.

Sincerely,

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

Business Response:

To whom it may concern:

Please note that Mr. ****** was advised of the forthcoming reimbursement by his adjuster on 3/27/2014.  The check was issued on 3/28/2014 totaling $2,000.99 under the Trip Cancellation benefit via check #*******.  From 3/28/2014, Mr. ****** can anticipate receipt of the check within 7-10 business days.  If he does not receive his check by 4/11/2014, we recommend that he contact his adjuster, *******, at ###-###-#### Ext. *****.

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,

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

 

 

4/15/2014 Problems with Product/Service | Complaint Details Unavailable
4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We (******* ******, ***** ******, **** *****, and **** *****) purchased Travel Guard Gold insurance policies (#******* and *******) to insure our trip to ********* against cancellation and/or interruption in good faith when we made our initial arrangements. While trip cancellation was advertised to cover 100% of the purchase prices, trip interruption coverage was advertised to cover up to 150% of the original costs of the trip. As we unfortunately discovered, trip interruption carries fees and penalties not initially incurred when booking trip arrangements—which is obviously the reason interruption insurance limits are greater than cancellation benefits. That said, we appealed to Travel Guard to do exactly that: to reimburse up to the maximum of $6000 per person of our costs. We insured our vacation trip to ********* never, ever, imagining the incident that would prevent its coming to be. Our vacation trip, which should have been the trip of a lifetime, was aborted before we ever landed at our destination. We formally appealed the decision made by Travel Guard not to cover the outbound flight by calling them “used” portions of travel. They later, referred to them as non-forfeited portions of travel. It was during that flight that our Dad, who was in good health, died so unexpectedly in a freak accident. While in the strictest sense, the segment could be considered "used," that flight was a total waste. We purchased the trip insurance in the good faith that, should our trip need to be canceled or interrupted for a serious reason, our monies would be refunded (up to 150% for interruption, as advertised,). No one in their right minds would endure approximately 30 hours (in transit to and from airports, waiting at airport gates, and flight time) to have dinner in ******* ********* and turn around and do it all again--and under such tragic circumstances—on the very next day. During the process of disagreement, I again reviewed the details of the Travel Guard Gold policy. I note two references for “unused” portions of travel being covered by providing the related documents to TG. (We submitted all required documentation in early January.) I do not find any wording that prohibits the policy from covering “used” portions of travel in the sense that it was applied by Travel Guard. The exclusive purpose of our outbound travel was to connect with our cruise. That did not happen. It was quite obviously impossible to interrupt travel at the time our loss actually occurred, until the flight in progress had landed. As a consumer, the details of the policy appear clear. Had Dad’s death occurred prior to the initial segment of the trip, cancellation amounts would have been very clear-cut. However, under the trip cancellation benefits, from all that we can determine, all aspects of the final trip costs, should be considered and reimbursed under the trip interruption coverage to the covered limits of 150% of the policy purchased. We find no limitations based on “used” vs. unused portions anywhere in the policy. Admittedly, since insurance terminology is not our area of expertise, we had the policy reviewed by a family member who is in the insurance industry and is quite familiar with insurance language. The first observation confirmed that the language used to determine benefit coverage is essentially the same in the trip cancellation details as in the trip interruption description, with the notable exception that trip interruption is advertised to cover up to 150% of the amount purchased for trip cancellation purposes. The outcome of that review also reached the same conclusions as ours: there is no language excluding coverage for any “used” portion(s) or indicating that any portion of the trip would not be a covered benefit if the trip were interrupted for a covered reason. The untimely death of our father certainly met that requirement. Absent any other language to the contrary, the benefit calculation should be based on the benefit expressed in the policy “up to 150%” of the initial trip costs. It is very interesting that in all of the definitions included in the policy, there is no definition of what constitutes trip interruption. In the absence of such definition, how can anyone not agree that, our trip was interrupted during our outbound flight. According to travel agency (whose agents “use Travel Guard all the time”), our outbound segments were as follows: BOS>LAX base cost: $147.91; LAX>SYD base cost $522.00; Taxes $400.62 ; Total $1070.53 per person (segment 2, being 3.5 times the cost of segment 1, making the tax breakdown $88.88 taxes for the first segment, and $311.11 for the second segment). The bottom line is that our trip in December was truly interrupted before it ever began—before we ever landed at our destination. We ask that Travel Guard extend good faith, consider our circumstances, and approve reimbursement for our outbound flights up to the coverage limits of $6000.00 per person. Again, as I read the policy, I find no wording that prohibits this coverage from being extended to us. Their website advertises that Travel Guard “is a name that you can trust.” Travel Guard was considered a reputable company. As a member of the Better Business Bureau, TG had good ratings from what we had read. Unfortunately, we are now reading many complaints filed for similar issues. We have personally recommended travel insurance, in general, and Travel Guard in particular, to others. Word of mouth (and now social media) can be the best (or worst) advertising. We have purchased insurance from Travel Guard for several past trips and have never submitted a claim for any losses of any kind. We now ask them to return the same good faith we extended to Travel Guard upon purchasing their policies. We have requested that they restore that trust and reimburse our outbound airfare of $1070.53 per person (up to the policy limit of $6000). We didn’t insure segments, we insured our vacation trip—we requested in our appeal that they reimburse our sadly aborted "vacation" up to the $6000 per person limits of the policies we purchased. We are disappointed and continue to respectfully disagree with the position that Travel Guard maintains by refusing to extend coverage for our outbound flights, referring to them as non-forfeited travel costs. While they are technically correct that we did not officially forfeit the outbound flights from BOS>LAX and LAX>SYD, forfeiting something implies losing or surrendering that something. It also implies having the ability or choice to give up that something. At 30,000 feet, somewhere over the Pacific Ocean, it was not humanly possible to choose to forfeit anything. For all intents and purposes, our trip was interrupted and forfeited at the moment of Dad’s tragic, untimely death. Based on the language of the policy, there is no question that death of a parent is a covered loss. That covered loss caused our travel to be interrupted, in fact terminated. We firmly hold that our trip was both interrupted and unequivocally forfeited at the moment that loss occurred and that, as a matter of principle, Travel Guard should reimburse the outbound trip in its entirety for $ 1070.53 per person. Resolution requested: Reimbursement for the outbound flights $ 1070.53 per person. Please note: **** *********** *** **** **** ********* ***** ********* ******** (Mrs. **** *****)

Desired Settlement: Reimbursement for the outbound flights $ 1070.53 per person.

Business Response:

To whom it may concern:

We have reviewed Mr. ******’s request for the reimbursement of the pre-arranged flights from Los Angeles to Sydney that were not forfeited.  Please note that we recently received an appeal from Mr. ****** and we maintained our position that the flight from Los Angeles to Sydney is not covered per the policy.  The Trip Interruption benefit reimburses forfeited trip costs therefore we maintain our position that the planned flight that Mr. ****** was on is not covered per the terms of the policy. 

While we wish the outcome of our decision was more favorable, we must adjudicate the claim according to the terms and conditions 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.

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

 

 

Because today is day 10 and I do not want this complaint to automatically close, please review that Travel Guard has not responded as they indicated.  Today is business day 7 and we have not heard from Travel Guard as of yet.  Their original response indicated we would be hearing from Travel Guard within 2-3 business days.  The letter from ****** ***** indicated that they would be honoring the departed flight as forfeited, it is now 7 business days.  BBB indicated that if they did not receive a response within 10days, the complaint would close "As Assumed Satisfied."

 

I have received no response as of this writing.  Please do not close this complaint.

 

Regards,

 

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

 

Business Response:

To whom it may concern:

Please note that the check was issued on 3/28/2014 via check #******* totaling $1,201.60 under the Trip Interruption benefit for the used airfare.  Should the ******'s have any questions regarding this payment, we welcome them to contact their adjuster, ****** ** ************** **** ******

Sincerely,

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

4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 7th I filed a claim to Travel Guard for my used Ski Pass. I had knee surrey in September and was unable to use the pass this season. On 3/13 I sent in 6 pages of forms I had to fill out to the Travel Guard. It took me awhile since I had to wait for an upcoming dr appt to have the forms filled out. On Friday March 28th I received an email saying my claim was denied because I had not purchased insurance for that year. I did. The email is a mistake. I have confirmed with the mountain that i do in fact have the insurance for this 2013/2014 year. I have spent the last 3 days trying to get someone to talk to me and each time i'm told no one is available and given a voicemail acct. I'm told someone will contact me back in 24 hours. no one ever does. If they don't call me back i can't get this straightened out. It has turned into a complete nightmare.

Desired Settlement: To get there mistake cleared up, so I can get some money back from my ski pass.

Business Response:

To whom it may concern:

This response is regarding Ms. *******' concerns regarding her insurance policy and Trip Cancellation claim.

Initially, our claims department was advised by Wildcat Mountain that insurance premium had not been paid by Ms. *******.  After further communication with Ms. *******, we were made aware of additional information from where the policy was purchased.  This led our team to be able to locate the insurance policy in question.  After receipt, the adjuster was able to begin processing the claim for reimbursement.

We thank Ms. ******* for bringing this matter to our attention and apologize for any inconvenience that may have been caused.  Ms. *******' adjuster, *******, is currently working on processing the reimbursement for her claim.  Should Ms. ******* have any questions, we welcome her to contact her adjuster at ###-###-####, Ext. #####.

Sincerely,

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

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Before travelling, I was advised to purchase travel insurance to cover our trip. I paid almost $400 for a one month coverage with world nomads travel. During our trip, two of our luggage were stolen and when I called the company from overseas to file a claim, I was advised by the representative to wait until I got back to do it. Upon filing the claim, I have been very disappointed in the service and lack of a competent representative to handle my claim. Their representatives have asked me to file a claim with my home insurance and giving me all these run around. I have sent them all the documents that I have at hand; including a copy of my home insurance policy, per their request. World nomads just doesn't want to handle their part of the policy, even though they made sure they took my money for the policy in full.

Desired Settlement: They can refund my policy payment since they refuse to provide the services for it, or approve my claim and stop playing games.

Business Response:

To whom it may concern:

We have completed our review of Mr. *****’s claim for response to the concerns mentioned. 

According to claim records, Mr. *****’s Baggage Loss claim was reported through the *************** website and upon notification; claim forms listing the required documentation to review the claim were emailed to Mr. *****. 

Claim forms, proof of travel and several receipts listing several items were received and upon review the analyst requested the missing, required documentation.  Mr. ***** mentions a claim needs to be filed with his homeowners and all the documents required have been sent.   

In pertinent part the policy states:

EXCESS INSURANCE LIMITATION

The insurance provided by the Policy for all coverages except Trip Cancellation, Trip Interruption, Medical Expense and Renter’s Collision Insurance shall be in excess of all other valid and collectible insurance or indemnity. If at the time of the occurrence of any Loss payable under the Policy there is other valid and collectible insurance or indemnity in place, the Insurer shall be liable only for the excess of the amount of Loss, over the amount of such other insurance or indemnity, and applicable deductible.

The following provisions apply to Baggage Delay; Baggage, Personal Effects and Travel Documents and Renter’s Collision Insurance:

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 the Insurer 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.

To further review the claim to determine coverage, we require a list of the items claimed (as the receipts have numerous items), and proof of loss as defined above.  Should the loss be less than Mr. *****'s homeowner’s deductible, we would not require him to file with his homeowner’s insurance.  Once the remaining documentation is received, we can continue to review Mr. *****’s claim.  Should Mr. ***** have any further questions, he is welcome to contact his analyst, ****, at ###-###-####.

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

Sincerely,

 

******* ***** ******* ********

***

Business Response:

To whom it may concern:

Please be advised the customer service representative’s email was in response to Mr. *****’s question regarding what to submit regarding his homeowner’s insurance coverage.  The required documentation needed to review Mr. *****’s claim was requested from him on the claim forms, letters and emails from the analyst on 3/13/14, 3/18/14, 4/3/14, and 4/9/14. 

Once the additional, required information is received we can continue to review Mr. *****’s 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.

[That is incorrect! I had no question in regards to home owners insurance. To suggest that I file with my home owners insurance after purchasing travel insurance coverage is fraudulent and World Nomad Travel Guard should know better! A reputable company will not sell insuarce to a customer and then suggest to them to file a claim with their home owners insurance, when coverage is needed. My home owners insurance has NOTHING to do with this because I purchased travel insurance! Shame on World Nomads Travel Guard for all these fraudulent methods employed to avoid claim payments.]

Regards,

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

 

 

4/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a cruise on 1/23/2013 and at the urging of the travel agent (Cruise.com) to get full coverage for prior illness I needed, to get the insurance now. The cruise was schedule for May 2014. Later I needed to change the cruise to August. Both travel agent and travel guard made the change. Then because of family problems I had to cancel the trip. I had no problem in canceling except for travel guard. They maintain that the "effective Date" was 1/20/2013 and any cancelation past five days (1/25/2013) could not be cancel with any refund. What type of protection was I afforded from 1/25/2013 to 3/10/2014 ? The trip was not scheduled until 5/25/2014 originally Then moved to 08/16/2014. I received NO coverage at any time. I think this is a scram for the travel agent and travel guard to sign up early and take your Insurance cost (242.00) for no risk.

Desired Settlement: I think I should receive a large portion if not all of the cost. Travel Guard never had any risk. WHY are they entitled to all of the premium when they never provided any service or took any risk.

Business Response:

Thank you for your reply. The insurance was activated on 01/20/2013 in case of Trip Cancellation due to a covered reason. Should you need to cancel your trip, you can claim for your trip cost under the policy. This is the peace of mind the insured is receiving when purchasing our product.

The full Description of Coverage is sent via email the day of purchase so the insured can review and agree with the coverage. If the insured disagrees with anything on the policy they are welcome to get a refund of the policy within the Satisfaction Guarantee. If the insurance is not cancelled in this time frame the terms are being accepted by the insured. The insurance is purchase for the peace of mind in case a claim does need to be filed. If the insurance is not used, the premium is not automatically refundable because it was used to cover the insured until this time.

We regret our response could not be more favorable.  However, we must administer the contract (policy) as it is written. 

 

Sincerely,

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

Travel Guard, Member of AIG

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

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

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

refund@travelguard.com | www.travelguard.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.

Business Response:

Thank you for your reply and information. This information you have given us in exactly what we need to make a onetime exception and refund the policy in full to you. The full $242 will be refunded via check to your home and will reach in you in the next 7-10 business days. We appreciate you as a customer and hope this resolves your request. Please let us know if you have any other questions, we will be happy to help.

Sincerely,

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

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

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

refund@travelguard.com | www.travelguard.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.

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,

 

***** ******

 

 

 

4/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Our travel insurance was purchased on the 1024/2013 for a scheduled flight to Australia on 2/8/14. My wife **** visited a Dr. on 2/23/13 displaying symptoms that the insurance company claim was reason to diagnosis her with ******. The doctor did not diagnose **** with ******* ****** until 10/29/13. After an ultrasound was administered on the 25th of October, **** and I visited with the doctor to find no diagnosis. The doctor then drew blood and a CAT Scan was scheduled for Tuesday the 29th of October. On that date, based upon the CAT Scan and the blood draw analysis, the doctor diagnosed **** with ******* ******. She had surgery on 11/4/2014 and has been in treatment ever since. What the medical field could not diagnose as a reason to cancel trip arrangements, the insurance company is inferring they say reason why we should not have purchased their trip insurance.

Desired Settlement: We lived with the assumption that the trip insurance would cover an emergency that would interrupt our trip. ******* ****** would be such an event. We in good faith purchased the insurance with no intent of canceling the trip. There would be no gain on our part, because even with reimbursement of the flight costs, we would have the cost of the premium as an expense. We had no interest in purchasing the insurance and then canceling. We purchased the insurance in good faith and expect the company to respond in good faith and respect the purpose of the insurance. If it is the practice of this company to try to work their way out of honoring what was intended to be assuring to its customers, they are misrepresenting its purpose. To us the purchaser of this insurance it appears to be at best a false sense of security sold, or at worst, a business practice that should be judged to be a scam. We are worthy of the full award of the covered amount of the policy.(Claim # *******)

Business Response:

To whom it may concern:

We have completed our review of Mr. ******’s Trip Cancellation claim based on the concerns Mr. ****** raised in his complaint. 

According to claim records, Mr. ****** booked the trip on 10/3/13, purchased the travel insurance policy on 10/24/13, becoming effective 10/25/13.  The trip was scheduled to commence from 2/8/14 through 3/5/14. 

Claim documents were received in our office that included the completed Attending Physician’s Statement Claim Form and list of treating physicians for Mrs. ******’s medical condition that caused cancellation of the trip for 60 days prior to the purchase of the travel insurance policy. 

Medical records were requested from the treating physicians to rule out a possible pre-existing medical condition.  Medical records were received and indicated Mrs. ****** had symptoms of her condition and sought a medical opinion and/or diagnosis for these symptoms on 10/23/13.  In pertinent part, the 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.

Unfortunately, the treatment date of 10/23/13 falls within the Pre-Existing Medical Condition period of the ******’s policy and the denial is maintained. 

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the provisions 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.

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

Regards,

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

 

In regard to Travel Guard's denial of our claim, I can only say that I am extremely disappointed that this business is allow to practice as it is.  They have sold a policy that indicated broad coverages but is back loaded with excessive limitations against those coverages.  They are likely in a legal position to deny coverage, but certainly not in an ethical position to do so. 

 

We purchased an insurance coverage with the purpose of proctection against monetary loss for unforeseen circumstances.  We purchased coverage for a trip which we had planned for some time and had no intent of canceling it. Our image if travel insurance led us to believe that we were secure.  The Insurance Company took advantage of this assumption.  The coverage was purchased in good faith and not honored in the same manner.

 

My sole purpose at this point is to make an attempt to shed some light on the issue.  In my opinion, an issue that is a fraud perpetrated against the American Consumer.  Such practices should not be permitted.  The exclusions in Travel Guard's Policy are numerous and large in scope.  These exclusions are carefully stated to the extent that most claims can be avoided.  Consumers should be made aware.  This is a company practicing unethically and should be cautioned to change its ways, or at least, not be approved as a part of community practicing better business. 

Business Response:

To whom it may concern:

While we understand Mr. ******'s stance on his claim, we are held to adjudicate each claim on the basis of the policy purchased.  Unfortunately, this loss falls outside the scope of coverage purchased.  Through our review, we have confirmed that the claim has been properly adjudicated in accordance with the terms and conditions of the policy purchased. 

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

Sincerely,

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

4/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had purchased Travel Insurance for an upcoming trip to Florida for my husband, my mom and myself. Per the agreement we could cancel at any time. Since booking this trip my mother has had to cancel. She owns her own company and due to unforeseen circumstances she is unable to come. When I called Travel Guard they told me that I was not entitled to a refund but I could try. They sent me forms that would require my mom to seek medical attention for 6 mths. Her cancelling has nothing to do with a medical reason.

Desired Settlement: We are requesting a refund for the price of my mom's (Kathleen Jepson) ticket $276.44.

Business Response:

To whom it may concern,

This is in response to Ms. *********’s complaint, received on 3/12/14.

Our records indicate that the insured’s policy effective date was 2/9/14 to cover dates of travel from 3/28/14 through 3/31/14.  The policy was for 3 travelers.

On 3/3/14, we received a call from Ms. ********* stating that she needed to start a cancellation claim for her mother (who is also insured under the policy).  To this date, we have not received any further claim information from Ms. *********.  In order to provide reimbursement under the Trip Cancellation portion of the policy, the insured must cancel for a covered reason listed in the policy.  Since we do not have any claim documentation from the insured, we are unable to make any kind of determination on the claim.   In the insured’s complaint, it is stated that the cancellation was not due to a medical condition.  In order to process the claim, we will need the claim form returned with requested documentation.

A claim cannot be approved or denied over the telephone.  Once the claim form and requested information are returned to our office, a claims adjuster will process the claim.

Sincerely,

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

 

/dr

Business Response:

To whom it may concern:

Please note that the information provided by Ms. ********* is the Declarations Page showing the details of the insured trip, her contact info, trip cost, and coverage & benefit limits.  On the top of that page, it states "Please Click on the Description of Coverage link above for a complete Description of Coverage for the plan you purchased".  The Description of Coverage provides the complete terms and conditions for the policy.  We have attached a copy of the policy purchased.

Further, the insurance sold by Spirit Airlines is available for review via their website prior to and concurrent with the sale of insurance.  This is in addition to being accessible from our website after purchase. 

While we wish the outcome of our review could have been more favorable, we are held to the terms and conditions of the policy purchased.  Unfortunately, as the loss is not covered, we must maintain our position.

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,

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

Mr. *****-

Must I reiterate that the information I attached in my last response was the ONLY information provided to me upon signing up for the scam of insurance.  Since you are still refusing to assist me in my claim you have left me with no choice but to forward this onto to the State Attorney's Office and to my friends in the Media.  

 

 

 

3/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 25th 2013 I purchased a roundtrip bus ticket, via the internet, from Kansas City to Indianapolis with travel dates scheduled between January 7th and the January 9th 2014. Every time I purchase a Greyhound bus ticket online, I'm always presented with the option to insure my purchase with a Travel Guard Policy. I did purchase a Travel Guard policy associated with the bus ticket. An ice storm gave cause for a GREYHOUND SERVICE ALERT and NO SERVICE was provided. My Greyhound Customer ID is *******. My Greyhound Ticket confirmation number is **********. I have filed a claim with Travel Guard to reimburse the full price I paid for my bus ticket. My Travel Guard Claim Number is *******. Greyhound seems to be taking the position that I cancelled the trip and is refusing to use the language "SERVICE ALERT" that Greyhound used when they gave notice of cancelled bus service. Travel Guard seems to be taking the position that they cannot honor my claim for reimbursement unless Greyhound uses specific language when describing the SERVICE ALERT - no bus service provided - due to ice storm.

Desired Settlement: I want Travel Guard to PROMPTLY reimburse the FULL FARE I paid for the Greyhound Bus Ticket $192.50. I have submitted ALL the required documents to process the claim, including the actual bus ticket. That is what is described exactly in the literature presented to consumers when purchasing tickets. Travel Guard should honor the claim without delay. A check in the amount of $192.50 may be mailed directly to my address of record. ****** ********** *** * ***** ****** ************* ** ******

Business Response:

To whom it may concern:

Please note that a response was received from Greyhound on 3/13/14.  This information included the penalty and refund information needed to proceed with reimbursement.  Unfortunately, Greyhound’s delay in response caused a delay in processing of Mr. *********’ claim. 

After receipt of the missing information on 3/13/14, Mr. *********’ claim was initiated for reimbursement.  Payment cleared audit and was issued on 3/18/14 under check #******* for the amount of $192.50 after verification that no refunds were processed by Greyhound. 

Should Mr. ********* have any questions regarding claim payment, we welcome him to contact his adjuster, ***, at ###-###-#### Ext. *****.

Sincerely,

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

***

3/29/2014 Problems with Product/Service | Complaint Details Unavailable
3/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have purchased on 01/12/2014 plane tickets to Europe along with the travel insurance policy offered by Travel Guard. Because of father in law unexpected death we had to change the date of returned while we were in Europe. Travel Guard agency provided us at that time with the information regarding the necessary papers needed to be reimbursed for the change of returning date. After submitting these papers, an email was send to us requesting us to provide a copy of the cause of death!!!! A legal copy of my father in law death certificate was provided for their review, as initially requested. There is no reason for Travel Guard to make an additional request regarding my father in law cause of death ( as cause of and prompting the travel interruption), since the expired person has not ever been subject to their insurance coverage policy. The insurance contract and coverage is strictly limited to *** **** and ******* ****, as sole owners of this travel insurance policy, obtained at the time of the airplane tickets purchase transaction on Jan 12th, 2014. 1. Please provide the Travel Guard insurance Policy, demonstrating need to provide the requested additional information. 2. Also, Travel Guard request for PHI (personal health information) falls under the incidence of HIPAA (Health Insurance Portability and Accountability Act). Please share your HIPAA policy in regard to how Travel Guard ensures the requested PHI is protected under the law.

Desired Settlement: $660.00

Business Response:

To whom it may concern,

This is in response to the complaint filed on 3/3/14 by *** ****:

On 1/27/14, our company was notified by Mr. **** that he needed to file a claim for Trip Interruption as he needed to change their return air tickets due to the death of a family member.

On 2/28/14, the initial claim documents were received.  On 3/2/14, a letter was sent to Mr. **** for a copy of the death certificate that listed the cause of death.  On 3/5/14, another letter was sent to Mr. **** letting him know that we were contacting his tour operator, ***********, for required information needed to finish processing his claim.

As of today’s date, no information is required from Mr. ****.  We realize that many foreign death certificates do not list the cause of death, so we are no longer seeking this information for the claim.  Once the requested information is received from ***********, Mr. ****’s claim will be processed and finalized.

Should Mr. **** have any further questions, he can speak directly with his analyst, with whom he has exchanged prior correspondence.

Sincerely,

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

 

***

3/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a travel claim with Travel Guard. They gave me the full amount $1929.18. A year later, they asked for the money back. I refused, explaining to them that I supplied all of the appropriate documentation in the past. They then turned the matter over to Summit Account Resolution, a collections agency. I explained to them that the claim was legitimate as evidenced by the documentation and that I would not be returning the money. After another year of dealing with them, they put an adverse account on my Trans Union Credit Report.

Desired Settlement: I would like my credit report to be cleared of this by Summit Account Resolution or Travel Guard.

Business Response:

To whom it may concern:

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

From review, Ms. ****** initiated a Trip Cancellation claim with our company for unused airline tickets.  We received a completed, signed Airline Ticket Authorization form from Ms. ****** on 7/14/2011 (copy attached).  Claim payment was issued on 7/27/2011 via check #******* totaling $1,929.18. 

Notification was received from Korean Air that a refund was processed back to Ms. ****** on 7/24/2011 to credit card account ending in ****.  After receipt of this notification, formal requests were made to Ms. ****** for recovery of the refund as payment was already tendered for her tickets.  Per her signed authorization, she signed and agreed that should she receive any refunds for the airline tickets we paid to her, she would cooperate and issue reimbursement payable to our company upon receipt.

To date, recovery of these funds has not been received.  Ms. ****** did not respond to the requests issued for recovery on 11/3/2011, 12/15/2011, 1/30/2012, or 3/12/2012.  The outstanding amount was then forwarded to Summit AR to pursue recovery from Ms. ****** for the airline tickets she received double indemnification for.

Upon receipt of the pending lien, our company will close the collections request with Summit AR.  Ms. ****** is welcome to contact the recovery team supervisor, ******, at ###-###-#### Ext. ***** with any questions on how to resolve the pending lien.

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 looked over the document that Travel Guard attached to their response.  I don't see anything in the policy that states the insurance is only for the portion of the trip purchased through Airfare.com.  I seem to remember there was a choice to insure any dollar amount of my trip.  In other words, I could elect to purchase more or less insurance.


In regards to the $750 agent fee I paid, Travel Guard does have a copy of the document I sent proving this amount.  I know this because the collections agency had the document from Travel Guard.

Regards,

***** ******

 

 

Business Response:

To whom it may concern,

Ms. ****** purchased an Airfare.com International Air Ticket Program policy (copy of Description of Coverage sent in our previous response) to cover her Airfare.com reservation invoice (copy enclosed).  Under the Payment Details on the invoice, it shows that the base amount of the ticket was $1818.00, taxes/fees were $111.18, and the insurance was $117.68 for a total of $2046.86.  This clearly shows that the insurance purchased was for the airline ticket in the amount of $1929.18.  The Airfare.com insurance policy is for coverage booked on the Airare.com reservation invoice.

We were able to locate the $750 agent fee charge.  Once again, we ask that Ms. ****** contact ****** ****** in our Subrogation Unit to discuss the specific amount of reimbursement that is owed.  Her direct contact number is ###-###-####.

Sincerely,

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

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: THEY HAVE REFUSED TO PAY THE AGREED AMOUNT OF $1391.75 FOR REPAIRS TO DOLLAR RENTAL

Desired Settlement: PAY THE AGREED MONEY TO DOLLAR RENTAL

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. ************** in relation to his collision damage waiver claim.

Please note that the claim is currently under review and investigation to obtain additional, required information that is needed for the loss being claimed.  We have sent a letter to advise Mr. ************** of the investigation and once completed we will be in contact with Mr. **************.

Should Mr. ************** have any questions, we welcome him to contact us to discuss the status of our investigation. 

Sincerely,

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

/by

  

Consumer Response: I HAVE ATTACHED THE DOCUMENTS TO SUPPORT MY COMPLIAN

Business Response:

To Whom It May Concern:

To review a Collision Damage Waiver Claim, all claims require documentation that is requested from the insured.  The analyst request(s) for additional documentation that were sent to Mr. ************** were not a guarantee of payment.  Each claim and situation has to be reviewed and investigated per the policy purchased to determine coverage.

Sincerely,

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

/**

3/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I originally purchased my flight with the assurance of travel insurance that stipulated 100% coverage for flight cancellation. (This is all the original advertisement said) I almost immediately found other travel arrangements that would cover my situation better. -I was originally going to go to an nearby city and have a relative take me to the airport, but upon discussion with said relative, this was impossible as the airport was too far for her to leave her spouse who requires extensive medical observation, currently. I called the airline and they referred me to my travel insurance. I spoke with the agent, who was extremely pleasant and said it wouldn't be a problem. She asked a reason, and not wanting to go into family or medical reasoning, I simply said it was cheaper this way. This was a truth, as the flight was closer to home more convenient and didn't endanger any loved ones. She could refund me within 24-48 hours. Pleased with this, I made the other arrangements and bought another ticket. However, 48 passed and I was still waiting for my refund. I called the insurance company again, this time, I got an agent who said something completely different. Suddenly, there was fine print... I scoured the website, three tiny UN- highlighted links later sure enough there was only a few reasons, and my original answer was not one of them. I asked to speak to her manager. The manager filed for a review of the phone call and surprise surprise they decided to simply cancel my insurance instead of paying for the misrepresentation of the call center. I have been in contact with the claims department, trying to find what exactly they need for reimbursement. As I am now currently sick, and, as stated above, do have an ill relative, both are "covered" there should be no reason, left for the run around.

Desired Settlement: I would prefer that they reimburse me for the ticket change cost. It's significantly less than the cost of the ticket 200 versus 560. I'm not greedy, I just want the insurance to do what it's supposed to.

Business Response:

To whom it may concern:

Please note that we have communicated with Ms. ****** regarding the information provided regarding her insurance premium refund.  After discussions with Ms. **** ******* from our contact center operations department, payment will be initiated in the amount of $200.  We welcome Ms. ****** to contact Ms. **** ******* with any additional questions she may have at ###-###-####. 

Sincerely,

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

/**

3/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had to cancel our trip because our daughter was sick and potentially could be hospitalized. When I filed the claim for our travel insurance I waited for several weeks for a response. After calling for every day for over a week unable to speak to an actual person in the "Quality Assurance" department I reached an agent who explained that my claim was denied based on the doctors notes and that is all she would tell me. I asked how that would cause the claim to be denied and she said that our policy was not in effect when our daughter became ill, which is not true and the doctors notes do not say anything about prior illness of which their was none and I have documentation from regular check ups that I turned in as well showing she was in perfect health until the day before our travel. I have spent the last week calling every day, never able to reach a person in the "Quality Assurance" department and everyone else at Travel guard says I have to speak to that department and they cannot help me. I have left numerous messages daily and emails, none of which have been returned, except for one automatically generated email.

Desired Settlement: I would like our claim of $4,255.56 to be paid by the insurance company as our claim fell within all the requirements of the contract.

Business Response:

To whom it may concern,

This is in response to a complaint we received regarding ******** ******.  Ms. ****** filed a Trip Cancellation claim under policy #******** with claim #*******.  Our claim records indicate the effective date of the insurance policy as 1/16/14, with travel scheduled to commence on 1/18/14 through 1/25/14.

Submitted claim documentation indicated that the trip needed to be cancelled due to the illness of a family member.  Per the medical records submitted, the ill family member was seen on 1/18/14, however the medical records also indicated that the patient had a 2 day history of the illness treated for on 1/18/14.  The 2 day history brings the symptom date back to 1/16/14.  The symptom date of 1/16/14 puts the medical condition within the Pre-Existing Medical Condition Exclusion time period, per the definition below, and the claim was denied.

…..GENERAL EXCLUSIONS

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

...(s) 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 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 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……

The claim was denied due to a pre-existing medical condition, and not because the policy was not in effect, and stated by Ms. ****** in her complaint correspondence.  A detailed letter from our Quality Assurance Department was sent to the insured on 2/25/14, along with a discussion over the phone, with the denial explanation.

Sincerely,

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

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the Gold Plan with Travel Guard for my recent trip from December 7, 2013 till December 22, 2013 on a 15 day Hawaiian Cruise. The flight with United airline had engine trouble while in flight had to turn around and make emergency landing back in Cleveland, Ohio. United could not get me on another flight until the next Morning December 8, 2013 which resulted in me missing the cruise ship. I called Travel guard they said not to worry I would be covered save all my receipts for hotel, food, etc. I spent 4 nights in Maui waiting on ship to arrive. I spent 359.95 on food another 582.92 for hotel and another 300.00 for tax to get back on the ship. Not to mention food everything was included on Carnival Cruise that I paid for on the 15 day cruise which was 1,339.00. I only got a 10 day cruise when I paid for a 15 day cruise plus the 1242.87 extra I paid out of pocket waiting on ship that they said I would get reimbursed for. I sent all documentation to them. They sent me a check for 757.54 I called and complained they said I had to speak with the adjuster handling claim. I left her a message after two weeks she called me back. I told her my case falls under multiple issues. She said that they had two people on check in for hotel. I told her I was by myself waiting on ship and to meet the friends I was suppose to cruise with that the bill just reflected their billing system. I sent her more documentation by e-mail showing I was the only one checked into hotel. She said should check into it and it can take up to four weeks. I got another check for 161.03 which is still 324.30 short of what I had to dish out of pocket for something that I had no control over. First time they said I maxed out 12/09/13 how can that be when I didn't get there until 12/08/13 then on the second check after complaining they said I exceeded it on 12/11/13. Plus this was a 15 day cruise I paid for and only got 10 days they didn't even pro rate that from Dec07 till Dec 22. Trip interruption is suppose to be 150% of trip cost per insured not to mention the 150.00 a day pay out. This is unbelievable I just want to cover my losses that I incurred. My claim is #*******

Desired Settlement: I just want to be paid the total cost of the extra expense I incurred because Of United airlines that's why I bought this Insurance with Travel Guard to be protected. The $1242.87 out of pocket expense I incurred when everything on cruise was all included food, lodging etc. Plus I paid $1339.00 for a 15 day cruise and only got 10 days and was not paid for that loss either. $1339.00 divided by 15 days is $89.26 a day times 5 days is $446.30

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Mr. *****s regarding his claim.  According to the documentation received, Mr. *****’s flight scheduled for 12/7/13 was cancelled due to a mechanical issue and rescheduled to depart 12/8/13.  Mr. ***** flew to Hawaii on 12/8/13 and rejoined his planned cruise on 12/12/13.   Mr. ***** submitted expenses for additional meals and lodging during this delay along with an additional transportation charge to join the cruise due to the Jones Act. 

Payment was issued to Mr. ***** on 1/22/14 for $507.54 for additional hotel and meal expenses under the Trip Delay benefit and $250.00 for additional transportation expenses for the maximum limit allowed under the Missed Connection benefit.  The Trip Delay benefit has a daily maximum limit of $150.00; with an overall maximum limit of $750.00 per insured person.  Mr. ***** contacted us regarding the Trip Delay reimbursement and was advised the benefit is only for the insured person’s expense(s) as some of the receipts indicated 2 persons.  When Mr. ***** submitted documentation from the hotel regarding the reservation only being for him, an additional payment was issued to him in the amount of $161.03 under the Trip Delay benefit.    

In his complaint, Mr. ***** mentions he did not get reimbursed for his pre-paid missed cruise.  Unfortunately, the flight being cancelled due to mechanical/equipment failure of a common carrier (airline) resulting in loss of less than 50% of his trip is not a covered loss under the Trip Interruption benefit.  Attached is Mr. *****’s policy for your convenience. 

Should Mr. ***** have any additional questions, we welcome him to contact us 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 do not except this and figured there would be a catch. On the declaration page were it explains the pay outs it should of had an astric next to the trip interruption explaining that you have to miss 50% of the length of your trip in order to get reimbursed this is very miss leading because all it states is that you get 150% trip cost. I will never use Travel Guard again and will go on the social media and tell my family and friends and encourage them as well to tell there family and friends and so on not to use Travel Guard for their insurance. I will explain my situation and I'm sure the word will get out. People get insurance to be covered if a lost should happen and you expect to have all your losses covered I guess that doesn't apply to Travel Guard.


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

Regards,

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

 

 

2/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The terms of Travel Guard Insurance provided that they would waive the pre-existing medical condition requirement if the policy is written within 15 days of the date of our initial payment for our trip. Our insurance was paid at the same time as our initial payment for the trip. After we made a claim based on our cancelled trip they refused reimbursement because of a pre-existing medical condition.

Desired Settlement: They should pay the claim.

Business Response:

To whom it may concern:

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

From review, we have confirmed that insurance was purchased with the 15 day period following the initial trip payment.  However, this is one of 3 requirements that need to be met in order for insured's to qualify for the Pre-Existing Medical Condition exclusion.  The most notable requirement applicable to Mrs. *****'s policy is the requirement of being medically able to travel at the time insurance was purchased on 9/20/2013.  Contact was made to Mrs. *****'s medical provider that confirmed she was not medically able to travel when insurance was purchased; thus not allowing the waiver of this exclusion.

While we wish the outcome of our review could have been more favorable, we must adjudicated each claim in accordance with the terms and conditions of the policy purchase.  Review has confirmed that this claim has been properly adjudicated under the policy the *****'s purchased.  Unfortunately, we are unable to extend benefits for the loss due to the claimed medical condition as it is a Pre-Existing medical condition as defined by the policy.

A copy of our previous response to the *****'s appeal of the denial is attached for your records.

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 personally talked to Dr. ***** on Wednesday. January 29th and he told my husband and me that Travel Guard never contacted his office and Dr. ***** never told them that I was unable to travel at the time that the plan cost was paid.  He was going to forward to Travel Guard a corrected Claims Form that was originally left blank where it showed "Was the patient... medically able to travel on the date the insurance was purchased" to show "Yes! she was able to travel on the date the insurance was purchased", provided she used a wheelchair. 

Regards,

****** *****

 

 

Business Response:

To whom it may concern:

We have received the additional information from Mrs. *****'s provider that shows she was medically able to travel when insurance was purchased.  The missing information was received on 2/7/2014, which allowed for the claim to be reopened.  Our adjuster has since processed reimbursement in the amount of $578.00 under the Trip Cancellation benefits for the cruise cancellation penalties.  Payment was issued on 2/10/2014 via check #*******.  Mrs. ***** can anticipate receipt of this check within 7-10 business days from 2/10/2014.

Sincerely,

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

2/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 13 Jan 2013 I purchased flight tickets for a trip that was going to take place in May 2013 and made sure to get travelers insurance because I was waiting to hear back about a job interview. I paid $1,281 for the plane tickets and an extra $65 for the insurance. I usually don't buy insurance on trips but since this one was so expensive I wanted to make sure I was covered. Turns out I was correct in getting the insurance (or so I thought) because I found out a few months later that my job interview for the Air Force (and I would be on orders) and it was going to be during the time of my trip. I quickly called ***** **** **** to cancel my tickets and they told me to go thru the insurance company for the refund. I called them up only to be told that I had bought the wrong insurance and the one I had purchased did not cover military orders. I was shocked! On the website it just asks if you want travelers insurance and doesn't give you any other options than that. I told the representative that and she only replied that I should have known to call up the company and ask for the military coverage. I'm sorry but I didn't know that and the website gave no indication that I would have to call them up to get a different coverage. I think it's really unfair of them to expect people to do that. The only reason I am writing this so late after the fact is because I was going to try to use the tickets before a year was up. Turns out you have to rebook the flight within a year of the time that you purchased the tickets and not when the trip took place. So I am now having to pay another $1000 for my trip this year. Also I did make 3 attempts to contact the company and tried to fix this but nothing was ever done

Desired Settlement: I think I should get a refund for the $1000 or for half of my original cost, so $673. I think it was unfair that they didn't honor my military orders when they didn't give me any option at the time of check out to do so.

Business Response:

To whom it may concern:

We thank Ms. ******** for contacting our company.  To properly address Ms. ******** concerns, we are requesting a claim and policy number for Ms. ********.  A claim number will be a 7-digit number starting with 1.  A policy number will be a 9-digit number starting with 9 or a 7-digit number starting with 2 or 3. 

Once we have received the claim and policy number, we can respond to Ms. ********' concerns.

Sincerely,

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

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern:My name is ****** ***** and I am writing to file a complain against the company Travel Guard for failing to reimburse my flight ticket purchase due to flight cancellation for sickness.On the day 05/26/13 I ****** ***** made a purchased for a flight ticket from ****** ******** in the amount of $352.47. Trip Dates: 06/18/1307/17/13. Flight # *******, Departure from ****** ****, ******, on Date: 06/18/13, 2:08am to New York, NY arrival time: 10:00am. Return back from New York, NY to ****** ****, ****** on 07/17/13, flight # *******, departure time 7:45 pm, arrival time 1:22am. Confirmation Code ABFW6K. ****** ******** phone: ###-###-####On the date 06/05/2013 I purchased a flight insurance from Travel Guard, due to the fact that I am 80 years of age and have health issues. The cost of the insurance was for $21.00. My travel Guard Policy Confirmation number is: *********.I notified travel Guard, 4 days before the flight, via phone, about my fight cancellation due to sickness. The representative from Travel Guard offered to change my flight schedule or a reimbursement for my ticket purchase. I agree to have my flight re-schedule, however, the representative said I had to provide them with medical information from my doctor so that they could review it and that I would also fill out a form in which I was asked to pay a $150.00 penalty to the Company ****** ******** for the cancellation of my flight. However, I called back again and asked that a full refund could be done. The made me fill out another form and said that they needed some medical information from my doctor in order to proceed with the process of reimbursement. I waited for their response but did not hear from them at all. So I decided to call them and they said they did not approved of the reimbursement because they said I had a pre-existent health issue. And so they said theyll send me a letter explaining why they did not approve of the reimbursement. I think it is unacceptable for a company not to be able to reimburse me for my travel ticket after I called to canel due to sickness. I am a lady of a the third age and cannot control the circumstances. I cant predict when I am going to be sick and this is exactly why I bought an insurance from Travel Guard in case that this would happened. I waited for their response and if it wasnt because I reached them again via phone I would have stayed there forever without an explanation from them and still the explanation in the attached documents is not Valid. I look forward to your help in this issue, and please help having a reimbursement of my ticket from Travel Guard. Attached documents and letter to support this claim.Thank you ****** **** *****

Desired Settlement: I would like to have a refund for my ticket please. I was sick and cancelled my flight ahead of time and let them know but they did not refunded my money back although I purchased an insurance from them.

Business Response:

To whom it may concern:

This response is regarding the concerns of Ms. ***** on the determination of her Trip Cancellation claim.

From review, we find that the reason for Ms. *****’s cancellation was due to a medical condition in which treatment occurred on 5/27/2013.  This date of treatment fell within the 60 day period immediately preceding and including Ms. *****’s plans coverage effective date of 6/6/2013.  For this reason, the medical conditions treated on 5/27/2013 met the policy definition for Pre-Existing Medical Condition.

Unfortunately, the policy purchased by Ms. ***** excludes Pre-Existing Medical Conditions 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.  Therefore, the denial of Ms. *****’s claim has been maintained as the claim has been properly adjudicated.

Should Ms. ***** have any questions, she is welcome to contact the Claims Quality Assurance team 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 am very unsatisfied with Travel Guard services. They never once mention this to me prior to purchasing the insurance.  Shall a Representative made me aware of the "Pre-existing Medical Condition Exclution" or offered an explanation about this policy, I would have decline Travel Guard's Services and would have recurred to another company's services. I am an old Lady and cleary read on Travel Guard's  insurance receit they will cover for cancellations in case of sickness, however, Travel Guard claimed a "sickness coverage" to get me to purchase their insurance and then bring forward the "Pre-existing Medical Condition Exclution" to decline any responsiblity towards the customer. This is terrible.  I just went through the Company's policy and they specify almost every posible "medical situation" a person may have so as to say they DO NOT cover them. People should be aware of this Company and their way of making profits through the consumer.  I cannot imagine how manny other people my age have been victims of this type of fraud.  No, i am not satisfied with Travel Guard's response. I was sick and In a hospital, I was not having a good time. They should reimburse The cost of my ticket. That responspe is unacceptable, however, they are building they own reputation.


Regards,

****** *****

 

 

Business Response:

To whom it may concern:

When insurance is purchased via ****** ********’ website, customers are provided the opportunity to review the terms and conditions of the travel insurance policies offered.  Further, customers are required to select the optional insurance if they are interested.  Insurance products are available on ****** ********’ website prior to and concurrent with the sale of insurance.

While we wish the outcome of our claim could have been more favorable, Ms. *****’s loss falls outside the scope of the coverage purchased.

Sincerely,

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

2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for a Travel Guard policy #********* on 5/29/13 for my travel to Panama in the amount of $78.00. The policy included medical benefits if an accident occurred during the trip. On June 23, 2013 while in Panama I was bitten by a stray dog. I incurred $47.11 in expenses (doctor visit and pharmacy) for the initial treatment. The potential for rabies existed so I contacted the Embassy in Panama to determine what facility had the rabies vaccine so I could seek immediate treatment. I was told there were no known civilian hospitals with the vaccine and I should seek treatment when I returned to the states. I obtained the rabies vaccine and shots when I returned to my home. The total cost for the vaccine and shots was $9472.56. (less my **** ***** **** ****** adjustments0 my total out of pocket expenses as $921.43. I am seeking payment from Travel Guard for the expense since the dog bit occured during my trip. Travel Guard, after processing my claim #*******, and with 2 appeals, refuses to pay the claim since they say the expenses did not occur on the trip.

Desired Settlement: I am seeking a payment of $921.43 for my out of pocket expenses.

Business Response:

To whom it may concern:

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

Attached to this response is a copy of our determination and response to Ms. ********’s letter of appeal.  Unfortunately, the policy purchased does not extend benefits for medical expenses incurred upon return home.  While we understand her position, we are unable to extend benefits as the expenses incurred after her return fall outside the scope of the coverage purchased.

Please note that coverage is available for the medical expenses incurred during the course of Ms. ********’s trip.  To date, requests have been made for missing information from Ms. ******** in the form of Explanation of Benefits determinations from her primary health insurance carrier.  We will be able to finalize the expenses from her trip upon receipt this documentation.

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 states "we find that no new information was provided to support a covered loss under the terms of the policy" you are correct. They are correct, there is no new information. The information has been there from the initial clam.

Page 8 of the attached document clearly states the expenses incurred in Panama for the initial treatment of dog bite in the amounts of $32.11 and $15.00 USDollars. These were payment made to the Clinica and Farmacia during the covered dates of my policy.  My primary insurance carrier BC&BS documentation is on page 9 which will not pay for expenses in Panama, that is why I purchased a Travel Guard policy. 

Denying payment for the $921.43 is poor customer service.

For Travel Guard to deny payment of the $32.11 and  $15.00 for a total of $47.11 is a pure breach of contract.

Regards,

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

 

 

Business Response:

To whom it may concern:

Please note that we are not denying the expenses incurred in Panama.  To enable our company to extend benefits for the medical expenses incurred in Panama, we need a copy of the Explanation of Benefits from BCBS for these charges or a copy of her policy showing that treatment/services rendered outside her coverage region are not covered by her primary insurance carrier.  We have not received this information to date.  The only BCBS EOB received is for treatment received in July 2013.

Upon receipt of this information, we will be able to further review the expenses incurred in Panama under the policy purchased.

Sincerely,

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

Consumer Response:

2/1/14

Travel Guard

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

Per the message received from BBB of Wisconsin

The Attached EOB from BCBS proves the expenses incurred in Panama were not covered by BCBS.

For Travel Guard to continue to deny payment of the $32.11 and $15.00 for a total of $47.11 is a pure breach of contract.

Please submit a check for $47.11

Regards

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

Business Response:

To whom it may concern:

The documentation received from Ms. ******** has been filed into her claim.  An adjuster will be pulling the file today to proceed forward with reimbursement of $47.12 for the medical expenses incurred during the course of the covered Trip.

Should Ms. ******** have any questions, we welcome her to contact her adjuster, *****, at ###-###-#### Ext. *****.

Sincerely,

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

2/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased insurance through Travel Guard (policy #*********) for a flight that was to have left May 18, 2013. On May 11, 2013, I had a stroke and was ordered to cancel my flight by my physician. In spite of the monumentally convoluted and complicated process of filing the claim for reimbursement, I carefully and thoroughly processed the claim ( claim #*******) as they required beginning on May, 14, 2013. They will not respond to the claim or reimburse me the cost of the agreed amount of my airline tickets. I have sent repeated emails but they only respond with what I need to do to file a claim. No one will return calls or respond to my written emails. There is a time period in which this must be done and they are ignoring me to run out the time required to process this claim to avoid paying it.

Desired Settlement: This claim will be processed immediately and they will immediately send us a check for 385.00

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Mr. ******* on the handling of his Trip Cancellation claim.

Initial claim documentation was received from the ******* on 9/17/2013.  An adjuster reviewed the documentation on 10/3/2013.  Following the review, a request was issued directly the ******* for missing claim documentation with a follow-up request being made to the Insured’s provider to confirm the date of diagnosis for the condition that prompted the cancellation of this trip.

Response was received from Dr. ***********, Mr. *******’ doctor, on 10/15/2013 with the information needed in relation to the condition causing this loss.  A follow-up request was made to the ******* on 10/30/2013 for the missing claim documentation requested when the claim was first initiated.  A duplicate copy of this letter from 10/30/2013 is attached.

A follow-up was received from ****** ******** on 11/26/2013 inquiring what documentation was needed to finalize this claim.  Response was issued on 11/26/2013 to ****** ******** explaining what documentation was still outstanding. 

To date, we have yet to receive the below information:

·         Original Trip Invoice showing breakdown of all charges paid – this will provide the proof of trip payment, proof of insurance payment, and the complete ticket confirmation showing total trip cost paid.

Once this piece of information is received, we will be able to finalize review of this claim.  We welcome the ******* to contact their adjuster, *****, directly to go over any questions they have relating to this piece of documentation.  Their adjuster can be reached at ###-###-#### Ext. #####.

Sincerely,

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

 

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Medical insurance claim was filed and rejected after insurer requested 80 pages of documentation. They claimed that my treatment for a cardiac condition would not be reimbursed because I had a cold prior to the trip and that made my medical claim a preexisting condition.

Desired Settlement: $482.85 hospital reimbursement and $1,092.70 cruise line medical charge reimbursement.

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Mr. ********** regarding the Medical Expense portion of his claim.

Prior to any benefit determination of the medical expenses Mr. ********** incurred on his trip, we obtained Mr. **********’s medical records prior to his trip.  Most notably, our team identified an Urgent Care visit from January 2, 2013 in which Mr. **********’s symptoms and condition were seen as consistent with the conditions occurring during his travel.  According to the medical records, Mr. ********** was recommended to be admitted on January 2, 2013 to stabilize his condition; however, he refused this course of action and left against medical advice of the attending physician on this date.

While we wish the outcome of our review could have been more favorable, we are unable to extend benefits to Mr. ********** for the medical expenses incurred during his trip as the condition did not first manifest itself during the course of the trip. 

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.

The insurer claims that the arryhthmia for which I was treated "did not first manifest itself" during the trip.  The condition was not present during the doctor visit theycited (January 2) nor at any time between the time I purchased the coverage several months prior to the trip up until the 7th of January.  I do not know how they can contend that it did.

I would like the person who actually made this determination to call me and discuss this directly.  BBB is more than welcome to be a party to the discussion.  I will be happy to sign a medical HIPPAA release form if necessary. 

 

Many thanks to the Better Business Bureau for your assistance.

Regards,

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

 

 

Business Response:

To whom it may concern:

We welcome Mr. ********** to contact our Claims Quality Assurance team to discuss any questions he may have regarding his claim.  This team can be reached at ###-###-####.  Any member of this team can work with Mr. ********** to discuss his claim.

Sincerely,

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

1/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: TG has been dishonorable, duplicitous and charming to the max.after TG took the money from my bank.i would like for BBB to see the many e mail obstacles and denials sent to me by TG for a legitimate medical emergency - several times i requested a look at my balance with TG, no reply, after many months an e mail came saying I had no balance. i paid TG $900 for coverage that never existed, no lawyer finds that a worthy amount to pursue.- TG must know this - BBB knows others are complaining of false service - we've been duped

Desired Settlement: would so appreciate BBB assist in protecting people after the money is taken... cheating as TG has done for amounts under $900can add up to millions over the year and there is no recourse for complaint.whatever BBB can do is appreciated.

Business Response:

To whom it may concern:

This response is regarding the concerns of our Insured, Ms. ****** ***.

From review, we find that Ms. *** has two insurance policies that run concurrently.  Policy #********* covers travel dates from 6/2-10/13/2012 and policy #******* covers travel dates of 10/23/2012-5/14/2013.  Ms. *** filed for reimbursement under Claim #******* for expenses she has incurred.  Communications have been exchanged between claims adjusters and Ms. *** regarding information needed so that our company can clearly identify which policy is appropriate for review of the loss.

To allow our company to confirm which policy the losses are to be reviewed under, we need the following information:

  • Full travel itinerary that encompasses travel between 6/2/2012-5/14/2013;
  • Statement from doctor that indicates when the condition causing the loss first manifested and was treated.

Once this information is received, we can move forward with assessing what, if any, additional information is needed.  Please note that the insurance policies purchased by Ms. *** provide coverage for medical expenses as long as the initial treatment was first received during the course of a trip.  If the first treatment was received after returning to *** ****, no benefits are payable for medical expenses incurred.

Upon receipt of the information noted above, we will be able to further process Ms. ***'s request.  Should she have any questions, she is welcome to contact her adjuster, ******, at ###-###-#### Ext. ##### or via email at *******************************  Ms. *** is also welcome to CC me to any email communication with the requested information.  My email is ******************************

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

it very likely Travel Guard will treat  BBB the same way they have treated me... since it is a common

problem with many insurance firms withholding, cheating, misleading clients,how can you and i  work together,

to reach higher authority, to créate more ethical, generous protection for all citizens... how do we do this?

the legal fees attached to the dysfunction of services have risen too high for an average citizen...

which makes BBB help ineffective with companies like Travel Guard who use sophisticated promises to

grab money quickly ,  trash  clients' complaints, annually banking a fist full of cash which no one can trace.

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

 

 

 

 

 

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

 

 

 

1/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a round-trip flight to Iceland via Icelandair on yahoo.com, departing on November 5th, 2013. When purchasing the flight, I had the option of purchasing travel insurance, which I did. I read over the terms of the policy which outlines delays, cancellations, etc. Once November 5th came, my flight was delayed 15 hours due to mechanical issues with the plane. Under the policy, it states that the delay must be at least 12 hours, which it was (scheduled to depart at 8PM November 5th, didn't depart until 11AM November 6th). Also under the policy, it states that all 'reasonable additional expenses' are reimbursed, which includes meals and lodging. In order to get to and from lodging, I had to get a taxi, as our flight wasn't rescheduled til the next day until 130AM. Obviously at this time, I have no other way of getting home. Under the policy, there is no statement anywhere that indicates taxi fares are not included. When I first called Travelguard to inform them of the delay (just after 8PM November 5th), they told me that ALL expenses incurred as a result of the delay would be reimbursed, as long as it was at least a 12 hour delay, and the total cost was under $500 (also outlined in the policy). I sent all the documents required for the claim (receipts, travel itinerary, etc.) for a cost of approximately $127. 2 weeks later I get a check in the mail for $32 (well short of $127). When I contacted Travelguard, they told me that taxi fares will not be reimbursed. However, they clearly should be as they are a lodging expense (getting to and from lodging). They have not honored their policy, and all I want is to reimbursed for the whole expenses I incurred as a result of Icelandair's mechanical delay, as issues like this are the reason people purchase travel insurance.

Desired Settlement: I wish to be reimbursed for my taxi fares, which totaled 95$ (47$ leaving the airport on the night of the delay, 48$ going back to the airport the next morning)

Business Response:

To whom it may concern:

This response is regarding the complaint filed by Mr. ***** relating to taxi expenses he incurred due to a flight delay experienced with Icelandair.

We understand the concerns raised by Mr. *****.  Unfortunately, the insurance policy purchased does not extend reimbursement under his Trip Delay benefit for taxi expenses incurred.  Below is the pertinent policy wording:

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) Natural Disaster;

(e) the Insured being involved in or delayed due to a traffic accident while en route to a departure as substantiated by a police report;

(f) Inclement Weather which prohibits Insured’s departure; or

(g) Strike.

“Reasonable Additional Expenses” means expenses for meals and lodging 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.

The policy purchased provides coverage for meal and lodging expenses incurred.  Taxi expenses are not coverable under the applicable benefit to Mr. *****’s loss.  While we wish the outcome of our review could have been more favorable, we are unable to extend benefits as the taxi expenses fall outside the scope of coverage purchased.

Sincerely,

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

1/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a ticket to China from ********** and the travel insurance with the ticket from Travel guard. My policy number is *********. I made the reservation on Nov 28, 2013 and was supposed to travel to China on Jan 24th this year. ****** just changed my schedule from two hours connection to overnight stay and offered to cancel my ticket and issue a full refund. I contacted them and they did cancel and issue a refund. But the Travel Guard Company refused to issue a refund. They say that I could get a refund within 15 days of buying the ticket. But I just got the change of flight three days ago and cancelled yesterday. This solution is not acceptable to me and I request a full refund from Travel Guard. I don't have a ticket and not traveling any more. Why then they refuse the refund. I am filing an official complain against Travel guard and request a full refund. I have had the worse service from them in my life. And everytime I call, they ask me to send an email and their replies are very very slow.

Desired Settlement: Full refund

Business Response:

Thank you for bringing this to our attention. This policy was purchased on 11/28/13 and at that time our policy activates covering the traveler for Trip Cancelation coverage. This coverage is valuable and insures that if the customer needs to cancel for one of the covered reasons on the policy, they can get reimbursed for 100% of their trip cost.

We do issue refunds for the policy within 15 days of the effective date, this clause is sent to every customer via email the same day after the purchase is made. This customer did not cancel within this refund period. We received the request on 01/07/14 and then Travel Guard responded in less than 24 hours the first and second time the customer contacted us.

However, we have reviewed over this customer's travel experience and have made a onetime exception for him. The policy is being canceled and refunded in the amount of $52.70.

We hope this satisfies the customer's  request and should there be any questions, please feel free to contact us.

Sincerely,

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

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

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

Travel Guard | Administration Department

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

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

refund@travelguard.com | www.travelguard.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.

1/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This past October, I had planned a trip to California to see my **- year old mother, and we purchased a ticket on ***** ********. I got as call one night that she was dying, so I had to get on a flight immediately. When we put in a claim with Travel Guard (my wife thought it would be good to purchase insurance at the time we purchased the first ticket), the company started sending me piles of paperwork. I told them that my mother's attorney was at her bedside in the hospital with me and my brothers, and he can verify the situation His name is ***** ****** and he can be reached at ###-###-####. After I sent in the firsy pile of paperwork, Travel Guard sent another pile. We feel that their advertising is very misleading. I have also contacted the ******** ***** Attorney General, and am about to inform ***** ******** also.

Desired Settlement: $286.60

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. ******* in reference to his Trip Cancellation claim.

Based upon claims arising from loss due to a medical condition, certain required documentation is needed to prove the loss.  In the case of a Sickness, a statement is needed from the ill party's doctor attesting to the diagnosis of the condition prompting the loss as well as the pertinent treatment dates.  Upon receipt of this documentation, we are able to make a formal claim determination.

Previous requests have been made to Mr. ******* for this information relating to his mother's condition that prompted the cancellation of the insured travel plans.  We will be able to finalize Mr. *******' claim upon receipt of this documentation from his mother's doctor.  Should he have any questions for his adjuster, *****, we welcome him to contact her directly at ###-###-####.

Sincerely,

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

1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Paid August 22, 2013, for Travel Insurance for myself and my wife for our vacation scheduled 10/1/13 through 10/8/13 to Cancun, Mexico. My mother-in-law's condition worsened on September 30,2013 and my wife and I were unable to start our vacation on October 1,2013. I have sent correspondence from my mother-in-law's doctor and Hospice stating that my wife was needed to attend to her mother in her final days and hours. Travel Guard is denying my claim against my trip insurance product#****** ** ******, effective 8/22/2013 covering $1000.00 the price of our airline tickets. I have purchased this product 3 times in the last 2 years concerning the possible occurrence. I was not informed that if it was a pre-existing medical condition exclusion that my airline tickets would not be covered under this insurance. I did not receive any policy stating the exclusion and was very upset when I received correspondence from Travel Guard stating the pre-existing medical condition exclusion. CSA Travel Protection paid for my hotel and amenities that I was unable to use and had purchased with no qualms as to pre-existing condition. All I am asking is that Travel Insurance complete the transaction that I have purchased many times with them, being covering the purchase price of my airline tickets. Claim# *******, Contact with ******* ********, and ****** *****, ***** ************ from Travel Guard.

Desired Settlement: I want the refund of the purchase price of the airline tickets purchase for myself and my wife. I purchased this Travel Insurance in good faith and good money for any emergency conditions that may occur when I plan a vacation. I will not be using your company EVER AGAIN as your product and policies are not clearly explained by your seller. Again, desired outcome of this complaint will be a refund of the purchase price of the airline tickets.

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. *** on his insurance claim and policy sale.

We have confirmed that the claim has been properly adjudicated under the terms and conditions of the policy purchased.  While we maintain the claim was properly adjudicated, we have confirmed that Mr. *** was not provided a copy of his policy prior to or concurrent with the sale of insurance.  In particular, we have identified that he was not made aware of the Pre-Existing Medical Condition Exclusion.  Due to the issues with the sale and fulfillment of the insurance policy, we are making a one-time, good faith gesture to honor reimbursement of this claim.

Please note that the claim has been reopened today and returned to Mr. ***'s adjuster, *******, for processing of the claim reimbursement.  Should Mr. *** have any questions, we welcome him to contact ******* at ###-###-#### Ext. *****.

Sincerely,

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

12/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Travel Guard Insurance for a trip to West Palm Beach, Floirida leaving January 1 and returning January 7 . The only paper I received from them was the coverage expense $14.40 and that if I cancelled the trip I would receive the complete cost of trip 290.80 . I was never notified that attempted suicide was not a reason for cancellation.

Desired Settlement: I would like my Visa card to be credited for the complete cost of travel fare which was $290 .80. Thank you.

Business Response:

To whom it may concern:

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

In response to Ms. *******’ concerns, we have confirmed that her insurance policy was fulfilled via email on 10/26/2013 to ********************* from policies@travelguard.com.  The fulfillment email provided direct link to her policy terms and conditions, schedule of benefits, and strike/alert lists.  Further, the website insurance was purchased through provides the complete terms and conditions concurrent with the sale of insurance for review by all customers.

Each loss is adjudicated in accordance with the terms and conditions of the policy purchased.  We welcome Ms. ******* to submit completed claim forms and documentation for further review of her claim.  All losses are reviewed on a case-by-case basis; however, Ms. ******* was properly advised that losses due to attempted suicide are not covered under the policy purchased.

Thank you for the opportunity to review and respond to Ms. *******’ concerns.  Should she have any questions relating to her claim or documentation needed, we welcome her to contact our Claims Department at ###-###-####.

Sincerely,

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

12/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased insurance from them on tickets.com for tickets to the world series if the Tigers made it to the world series.Well the Tigers never made it to the world series so tickets.com said I would be reimbursed in 4 to 6 weeks which I thought the insurance would be included. Well i was granted a credit for tickets by tickets.com but not from insurance.The Tigers were never in the world series so there was never any tickets to insure.They tell me I only have 15 days for a refund. Well they should know just like tickets.com there were never tickets to insure so i should have been refunded the full insurance price of $46.01 on policy #******** and $24.91 on policy #********.

Desired Settlement: A refund of $70.92 to credit card they charged

Business Response:

Thank you for contacting Travel Guard. The insurance is a protection that the customer purchases should they need to file a claim for the cost of the ticket. This policy is optional and not required. The insurance is sent to the customer immediately after purchase which does outline the full coverage benefits as well as the refund policy. This policy was not canceled within the refund period, thus accepting the contract. If we received the request within the refund period, we are happy to refund the premium fully. This is not the case. We provided coverage starting 10/12 & 10/17 for each policy, thus the premium is non-refundable. At this time the premium has been disputed by the customer with their credit card company. So even if we would make an exception to refund the customer we cannot, becuase they disputed the charge. The customer must now work with their credit card company to resolve. I'm sorry we could work together to resolve this matter without the credit card company. Please feel free to contact us with any further questions, we are happy to assist.

Sincerely,

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

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

Travel Guard | Administration Department

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

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

refund@travelguard.com | www.travelguard.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.

 

12/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid in full the price of a vacation cabin in March 2013, our vacation wasn't planned until Oct 2013. I unexpectedly had to have back surgery in Aug 2013 and had to cancel our vacation due to time off work, unable to travel, and unable to utilize accommodations at the cabin. Travel guard was supposed to provide a full refund of our payment. It has now been over 2 months since I cancelled our vacation and we have been jumping through numerous hoops to please the insurance company and still haven't received our refund. Every time we fulfill one of their requests, they have another, more confusing one. I'm just fed up with the hoops and non return of phone calls or emails from them. It has been way too long for us to get a refund on money that is rightfully ours and had plenty of notice of cancellation.

Desired Settlement: We desire our refund to be sent to us ASAP! We've been waiting long enough and we would like to schedule another vacation now that I am able.

Business Response:

To whom it may concern:

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

From review, we find that a delay occurred in receipt of information from Ms. ******'s medical providers after receipt of her claim documentation.  The information requested from her providers was received on 11/12 and 11/17.  Unfortunately, due to the delay in response from the medical providers, we were unable to proceed forward with reimbursement of this claim sooner.  After receipt and review of the documentation by an adjuster, Ms. ******'s claim was processed for reimbursement.  Today, Ms. ******'s adjuster contacted her to inform of the amount of reimbursement forthcoming.

Should Ms. ****** have any questions regarding the forthcoming payment, we welcome her to contact her adjuster, Breanna, 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.

My doctor's office responded to all of their paperwork. Once the doctor's office responded to one set of paperwork, Travel Guard would send another set of paperwork worded in a way to confuse the office with dates able to travel. This has been a very timely process and the response to my complaint from Travel Guard told me that I would receive my refund in 7-10 days. I have yet to receive my refund.



Regards,

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

 

 

Business Response:

To whom it may concern:

We welcome Ms. ****** to contact her adjuster directly regarding her payment.  Please note that the payment was issued on 11/25/2013, the week of Thanksgiving.  If Ms. ****** has not received as of today, we encourage her to reach out contact her adjuster (*******) at ###-###-#### to discuss options for payment.

Sincerely,

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

12/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Travel Guard offered me Ticket insurance through the ***** ***** ********* website after I bought tickets online to a National League Championship Game of Major League Baseball. With all of the Fraud going on with tickets to events such as this. I wanted to make sure I had no problems with ticket fraud. So I purchased the insurance. Well the game ended up being cancelled due to the fact that the winner was already determined by that point. So the Cardinals stated that they were not refunding any money untl November 15th. So I just kind of thought this would include my ticket insurance also. So the Cardinals refunded my ticket cost earlier then originally stated but I noticed the refund was $41.65 short. So I called the Cardinals and they told me that they refunded me the money I spent on tickets. That for the ticket insurance refund I had to contact Travel Guard. So I contacted Travel Guard and they told me I was too late to get a refund. That I had to apply for the refund with in 15 days of the policy start date. The activation date was 9/25. The game was not even scheduled to be played until 10/19 and was not determined whether it needed to be played until 10/18. So when I started reading the policy. The language was referring to a TRIP, like I was purchasing airline tickets or tickets to a cruise. The whole transaction was very misleading. To me it was a cheap trick to think you were buying protection against Ticket scalpers and fraud. Where In turn it was a cheap insurance broker trying to make some easy money.

Desired Settlement: Refund the cost of the policy $41.65

Business Response:

Thank you for bringing up your concerns. This policy was purchased on 09/24/13 and a confirmation was sent by email to the customer on 09/24/13. At this time it is up to the customer to review over the policy and see if it's valuable to them or if they would like a refund. We offer our customers 15 days from the effective to receive a refund of their insurance if they do not agree with the policy. After that time, the policy terms are accepted and Travel Guard begins covering the customer. This coverage was effective for Trip Cancellation coverage on 09/25/13 and we did not receive a request from the customer to cancel until a month after the game date on 11/19/13. Travel Guard covers if the customer cannot attend the game due to illness, injury, death, inclement weather, natural disaster, jury duty, military reasons and other circumstances. It's a very valuable coverage where we protect the customers and in turn they pay the premium. If they do not have to file a claim against the policy or if the game does not proceed the insurance is not refundable. We provided a service for this customer, if they had contacted us within the refund period as directed, we would have been more than happy to refund the policy. Unfortuantely, this did not occur. We are happy to explain the policy further, please feel free to contact us.

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.

Business Response: Thank you for informing Travel Guard of this information you have provided us. Becuase we offer excellent customer service we are happy to announce a refund of the insurance premium. This is a onetime exception and we hope this resolves your request. $41.65 will process in the next 24-48 business hours to the credit card on file.

Upon completion, this amount will be sent electronically to your credit card company.  The time frame for posting credits varies per merchant. Please verify the credit appears on your credit card statement and contact your credit card company directly with questions.

We look forward to servicing you in the future.

 

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.

 

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,

 

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

12/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased travel guard insurance to cover a flight going from Orlando Fl. to Sheridan Wy. and Back to Orlando . Travel Dates Were from Sept.30 2013 to Oct 5th 2013. We finally arrived back in Fl. on Oct 6th 2013. We had to reschedule Our flights due to road closure going back to airport after a winter storm. We ended up renting a car to drive from Sheridan to Denver to catch a flight on Oct 6th 2013 to fly back to Orlando Fl. I made a claim with travel guard upon returning back to fla. My Claim # ******* Our additional expresses were the Rental Car $289.00 Hotel $91.80 and additional fees of 208.00 for our return flights. They Paid 91.80 for the hotel then told me That the Cause for trip interruption "inclement weather" is not recognized under the terms of the policy. Although they paid for the hotel. I have sent a letter to *** ********* ***** ****** and asked for him to reconsider his decisions and re-reimburse me for the additional expenses. My Letter to **** ****** will be mailed today. 11-25-13

Desired Settlement: I would like payment for additional expenses.

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Mrs. **** regarding her claim.  We maintain that this claim has been properly adjudicated under the insurance product purchased by the ****'s; however, in light of the circumstances, a one-time gesture has been made to honor reimbursement under the Trip Interruption benefit for the additional transportation expenses incurred by the ****'s from the snow and subsequent road closures in Colorado.

Please note that the ****'s file has returned to their adjuster for further processing.  Should they have any questions, we welcome them to contact their adjuster, *******, at ###-###-#### Ext. *****.

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,

 

****** ****

 

 

 

12/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a tour to go to Israel from Capitol Tours,I paid down payment $1000.00 and $164.00 travel protection insurance,1 month later I paid another $1000.00 with the rest $586.00 before the trip and I have to cancel the trip because health problem and I didn't paid the last payment, I call Capitol Travel and I explain them that I have to cancel because I was not able to walk long distance they told me no problem we will reimburse $700.00 in a check and your insurance will paid you the rest,I call Travel Guard and they fax me all the form to be fill one of them have to be signed from my Doctor, the claim department received the papers and after more than a month that they received the papers they send me a check for $1130.00, they deduct $170.00 for non refundable insurance. In the travel protection Plan book read, Trip cancellation up to 100% of insured trip cost, I paid already to them $164.00 the cost and now they are going to deduct that amount from the sum that they suppose to pay. I need your help because I wrote to them an e-mail complaining and they ignore me, I told them that I was going to complain to the BBB and no further sign of them.

Desired Settlement: I just want my $170.00 dollars back

Business Response:

To whom it may concern:

We are unable to find a claim or policy number for this complaint.  To allow for our company to respond to the concerns raised, we will need a claim and/or policy number to enable us to identify this complaint for our company.

Upon receipt of the claim/policy numbers, we will be able to further review.

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.

Sirs: In reply to your last e-mail concerning Travel Guard Insurance the complain number that they are asking is ******* and my case number from you ID *******, my name ********* ** *****, now they don't have any alternative to denye the refund. Thank you

Regards,

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

 

 

Business Response:

To whom it may concern:

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

Initial payment was tendered to Mr. ***** on 10/30/2013 totaling $1,130.00.  Payment was issued based on the payment and refund information provided by Mr. *****' Travel Agent, ******, with ******* ******.  Upon notification from Mr. ***** that the payment information was incorrect, we followed up with ****** to relay his concerns.  ****** provided updated information to show the appropriate amount of payment including the insurance premium payment.  An additional payment was subsequently tendered to Mr. ***** totaling $170.00 on 11/18/2013.  Total payment has been tendered for $1,300.00 under claim #******* for his non-refundable trip costs.

We find that Mr. *****' claim has been properly adjudicated in accordance with the documentation received.  Should he have any questions regarding his payment determination, we welcome him to contact his adjuster, ***, directly at ###-###-####.

Sincerely,

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

12/1/2013 Problems with Product/Service | Complaint Details Unavailable
11/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June, 2012, my wife and I booked a trip to London on British Airways (Confirmation ******) and purchased travel insurance with Travel Guard. We had to cancel this trip and made a claim for refund (Claim #*******) after completing the voluminous claim forms they required. For the past three months, Travel Guard has sent form letters stating that processing of the claim is delayed awaiting trip confirmation from British Airways, even though we provided copies of our e-tickets and credit card payment with our claim forms. I cannot believe that confirmation should take months and our refund delayed because they have not received a response from British Airways. We have been unable to reach anyone of authority at Travel Guard or British Airways to resolve this issue and are merely attempting to receive the refund due us in a timely fashion.

Desired Settlement: A refund check sent promptly.

Business Response:

To whom it may concern:

Please note that response was received from British Airways on the morning of 11/6/2013.  This information included the penalty and refund information needed to proceed with reimbursement.  Unfortunately, British Airways delay in response caused a delay in processing of Mr. *****'s claim.

After receipt of the missing information on 11/6/2013, Mr. *****'s claim was immediately initiated for reimbursement.  Payment cleared audit and was issued on 11/7/2013 under check #******* for the amount of $3,536.00 after consideration of refunds processed by British Airways.

Should Mr. ***** have any questions regarding the claim payment, we welcome him to contact his adjuster, *****, at ###-###-#### Ext. #####. 

Sincerely,

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

11/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July 12, 2013, My wife **** ****** purchased insurance on tickets airline and hotel packages totalling $1791.00 covering a stay for the two of us departing July 19, 2013. My mother passed away on July 13, 2013. When we filed our claim with Travel Guard for reimbursement of our tickets, in lieu of my mother's death, we were told by a ***** ********** that Travel Guard did not put our insurance in place until July 14, 2013. We are looking to recover the total cost of our package of $1791, in this matter. The package was originally purchased on June 5, 2013.

Desired Settlement: Refund of the amount 23 paid for tickets we were unable to use, due to death of our mother. Refund amount of $1791

Business Response:

To whom it may concern:

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

From our review, we find that Ms. ******'s Trip Cancellation claim was the result of a death occurring on 7/13/2013.  This date is also the same date the insurance policy was purchased.  Insurance becomes effective at 12:01 AM on the date following the date insurance was purchased.  For Ms. ******'s policy, the policy became effective on 7/14/2013.  Ms. ******'s claim was denied as the reason causing the cancellation occurred prior to the policy becoming effective.

We find that this claim has been properly adjudicated under the terms of the policy purchased.  The policy does not provide coverage for events occurring when the insurance was not in effect.

Sincerely,

******* ***** ******* ******** 

Business Response:

To whom it may concern:

Regarding Ms. ******'s refund review, we welcome her to contact Travel Guard's Refund department.  Ms. ****** can contact this department by emailing her request for premium refund to refunds@travelguard.com.  Please note that when a claim is denied, premium is not refunded as risk is assumed and protected due to covered reasons.  Unfortunately, Ms. ******'s loss fell outside the scope of coverage 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.]

 

It is pretty obvious that this business is in the habit of scamming the consumer.  Why they issue a policy knowing that it would not cover the period of the travel arrangements and then not refund the premium, in lieu of this travesty. 

The only acceptable and right thing to do at this time is for this company to refund the premium without me having to further contact another part of their company and get turned down.

Regards,

*** ******

 

 

11/16/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a cruise to Bermuda for 6/7 my mother passed away unexpectedly on 6/3 and so I had to cancel my trip obviously......this insurance company is now refusing to refund my the trip based on the cause of my mother's death.....the death certificate says he passed away based on ethanol abuse. I feel this wrong on so many levels.....who are these people to judge?? I paid for insurance and regardless of how or why my mom passed....I still lost my mom and there was no way I could've went on a trip!!!! I want my money back

Desired Settlement: I want to be refunded and would hope these people would be a little more sensitive in the future to peoples situations especially with immediate family members!!!!

Business Response:

To whom it may concern:

This response is in regards to the concerns raised by Mr. ******** from the denial of his Trip Cancellation claim.

Upon further review, we have identified that the claim was processed incorrectly.  The loss is covered under Mr. ********'s policy as the policy quoted in the denial was not the appropriate revision for residents of New Hampshire.  We apologize for any inconvenience this may cause.

Mr. ********'s claim has been reopened and returned to his adjuster for processing of his reimbursement.  Should he have any questions, we welcome Mr. ******** to contact his adjuster at ###-###-####. 

Sincerely,

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

11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and i went to Mexico in June 2013 and my mom required medical care and surgery. I bought a travel guard policy # ********* that covered up to 10,000 medical . I signed a credit card bill of over 15,000 for a pay for fee hospital the tourists were required to go to in Cancun Mexico. When i got back home i submitted a claim # *******as required and fought hard with Travel Guard and then they sent me a check for 5,742.57. when i called them back to state that it was a 10,000 coverage and they still owed me 4,257.43. my case was sent to ***** **** (senior compliance analyst) and i got a letter from her stating that my case has been sent to AIG Glodal investigative services for further examination.

Desired Settlement: I would like the remaining 4,257.43 that is owed to me for the coverage of medical expensives,

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. ***** in relation to his mother's medical expense claim.

Please note that the charges of the medical provider in Mexico were identified during the audit of this claim as high for the locale in which treatment was performed for the services provided.  As such, a formal investigation was initiated in Mexico into the details of the treatment and billing.  Mr. ***** has been made aware of that we cannot complete his mother's claim until this investigation is complete as the policy provides coverage for medical expenses within the Reasonable and Customary rates within the locale they are provided.  Further, he was advised that upon completion, we would contact him to advise of the results.

Should he have any questions, we welcome him to contact Ms. **** at ###-###-#### to discuss the status of our investigation.  As of today, we are working with the provider to obtain complete details of treatment and billing.

Sincerely,

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

11/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Good afternoon, We purchased Travel Guard Trip Insurance for a previous vacation which was interrupted. Therefore, we submitted a claim with the provider. We were told by our claims processor *** ****** on Sept 16, 2013 (after clarifying a question she had for us regarding one of our charges) that she has now completed processing our claim and if we do not hear back from Travel Guard within 2 days we could expect to receive our check within 10 business days. We never received any further communication from Travel Guard or a check in the mail. On Oct 9th, I called back and spoke with Teresa to follow up and see why we did not receive a check. She checked their computer system and stated she saw no additional notes from *** in the system since our phone call on 9/16/13. She advised *** was in a training class and we could expect a call within 48 hrs. We never received a call and it is now Oct 18th, 2013. Today (Oct 18th, 20013) we called Travel Guard to follow up again, left a voice-mail on ***'s extension and also called the main claims line and spoke with "****". We asked for assistance and were told by **** to leave a message with *** and allow another 48 hrs. We explained we already left a message with her today and were concerned because we continue to have issues with Travel Guard not following through with their commitments. We asked to speak with a supervisor to communicate our concerns and experience and we were just transferred to a voice mailbox system that stated "Supervisors". We simply want reimbursement for the travel expenses which were covered through our policy with Travel Guard. We really appreciate you assistance with this!

Desired Settlement: We simply want reimbursement for the travel expenses which were covered through our policy with Travel Guard.

Business Response:

To whom it may concern:

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

We apologize for the delay in processing her claim.  Unfortunately, the adjuster did not follow our standard procedures when processing this claim.  We have addressed these concerns with the adjuster for correction in the future.

Please note that payment was initiated by the adjuster on 10/18/2013 with payment being issued on 10/21/2013.  Ms. ******** can anticipate receipt of her payment within 7-10 business days from 10/21/2013. 

Sincerely,

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

10/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son is in the ****. He purchased travel insurance but had to cancel the flight due to being deployed to *****. Travel Guard will not pay the claim as they want a letter from my son's commanding officer stating that his leave was cancelled. This is not available as my son's commanding officer is unavailable and would have no way to get this letter to me. I find it hard to believe that an insurance company will not honor this claim for this reason. I believe it unfair to my son and me since I paid for this ticket and insurance. this is Claim #*******

Desired Settlement: I would just like Travel guard to honor their claim.

Business Response:

To whom it may concern:

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

For any claim, proof of reason is required for review to determine if a loss is or is not covered under the policy purchased.  Documentation is required in the case of revoked leave to show this order.  Please note this was received from Mr. ***** on 10/12/2013.  At this time, we are followign up with *********** to confirm no refunds were issued and determine the total amount payable for this claim.

Upon receipt of the information from ***********, Mr. *****' son's adjuster, ***, will communicate regarding the payment forthcoming.  Should Mr. ***** have any questions, we welcome him to contact our Claims Department at ###-###-####.

Sincerely,

******* ***** ******* ******** 

10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased Travel Guard Insurance for a plane ticket to South Africa for my wife with family there. Travel Guard advertised that they would refund the price of an airline ticket if for unforeseen circumstances the traveler (my wife ***** *********) could not make their flight. When we purchased a plane ticket for my wife, our mother had already been scheduled for lung surgery that was "deemed" fairly routine. After receiving information from the surgeon that the hospital stay would be short, we planned my wife's trip accordingly to the time the surgeons said our mother would be out of the hospital and relatively recovered. Our mother went into the hospital and had her surgery, however, the doctors then found other problems which required an unanticipated longer stay in the hospital. At this point the surgeon's could not tell us how long that stay would be and could not tell us what condition our mother was in (she is an ** year old woman, now **). We had to make a decision about my wife's travel. My wife decided not to travel to South Africa. We did not know what the condition of our mother was and we were very concerned. Again, we KNEW our mother was going to have surgery before we made plans for travel and planned according to the information given to us by the surgeons! We cancelled the plane trip due to our mom's deteriorating condition and unplanned longer stay in the hospital which was undetermined how long at the time we had to make our decision. The plane ticket was for May 21, 2013. We contacted Travel Guard the day before the plane reservation to notify them that the plane will be missed and requested information on how to make a claim to get our money refunded for the ticket which is what Travel Guard claimed that the insurance is for (due to unforeseen circumstances). On June 27th, 2013 we had collected the hospital and doctor documents that Travel Guard required and submitted them to prove our claim. This was almost 3 and a half months ago (4 months from claim initiation). The company makes a claim that all will be resolved in 30 days! I have made countless calls to contact travel guard and RARELY are they returned. There system is set up where you basically never get a real person and usually a computer that states you'll be contacted in 48 hours which only sometimes happens. I was assigned a representative ***** ******. She was extremely unhelpful. She always had an excuse as to why the claim hadn't been processed and always required more and more information. Then, I was assigned a new representative ******* ********. Same thing went on.They kept saying they needed more and more medical records. Finally, we provided them with official medical records where the surgeon even in his own records documented that we were not able to make the flight due to the change in condition of our mother in the hospital! The last I heard they were supposed to be waiting for records that I personally handled at the hospital for Travel Guard directly! This was well over a month ago. My last contact with Travel Guard was the letter attached below which was almost a month ago. I have received no response again! This is worse than poor business practice! We have more than proven our need to not make our flight due to our mother's condition and an unscheduled extended stay in the hospital. My last letter is below. ******* *. and ***** ********* 9-8-13 **** ******** *** ******* ** ***** ************ Claim # ******* Travel Guard Claims Department Attn: ******* ******** **** *** ** ******* ****** ** ********** Dear Ms. ********, I am writing to inquire why this claim is taking so long? It has now been 3 months since the claim was made. The advertising states that it only takes 30 days? With the last documents sent in, one of the lead main surgeons (Dr. ******* ********) dealing with our mom's hospital care even comments in the official records that my mother had to stay in the hospital an extended amount of time and that due to this information, he was aware that we had to make a decision on whether ***** was to proceed with her travels. Due to our concern for the health and life of our mother we had to make a hard decision to forgo the travel plans and stay close incase our ** year old mother got worse or passed away. The reason is clear. The doctors records verify all the facts. We do not understand why this is not a clear cut easy decision to approve our claim? We would greatly appreciate your help in getting final approval for our claim! Thank you for your help and time! Sincerely, ******* *. *********

Desired Settlement: We have more than proven our verifiable reason for not making the plane flight. We have been more than patient waiting for Travel Guard to remit our cost for a plane ticket. Four months is a ridiculous amount of time to wait. Our desired outcome is that Travel Guard honors their insurance commitment and refunds us the airplane ticket cost.

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Mr. ********* on his wife's Trip Cancellation claim.

The purpose for additional review was due to the fact that Mrs. *********'s policy does not provide coverage for loss due to Pre-Existing Medical Conditions.  As such, medical records were required to rule out the condition causing the loss being a Pre-Existing Medical Condition.  Upon further review of those records, we were able to identify that the reason noted on the Attending Physician's Statement claim form completed by ******* *********'s doctor show the conditions causing this loss as falling under the Pre-Existing Medical Condition exclusion.

However, further review of these medical records also showed a change in *******'s condition showing additional medical conditions not previously diagnosed or discussed in the medical records occuring in May 2013.  Based solely on these conditions found only in the medical records requested, we have been able to find a payable medical condition to allow for reimbursement of this loss.

Please note that this claim is currently with Mrs. *********'s adjuster, *******, for finalization.  She will be contacting the *********'s to confirm the amount of payment after her calculations are complete.  Should the *********'s have any questions, we welcome them to contact ******* at ###-###-#### Ext. #####.

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,

 

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

 

 

 

10/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased trip cancellation insurance for four people for a trip. One of the people has been periodically unemployed, collecting unemployment and couldn't' make the trip. This made all of us unable to make the trip. I just received a phone call stating they were denying my claim for lack of documentation. They never ASKED for the documentation for the unemployment, as I told them to contact the person who was unemployed for his info, as it is not my business to see his financial information. They did not do that despite having his contact information.

Desired Settlement: I want them to fulfill the claim, as in their policy they will cover the claim if there is unemployment. There is, there was, and he still continues to have periods of unemployment. They are not following through with their policy as they state. I want my claim to paid.

Business Response:

To whom it may concern:

Please note that we have communicated with Ms. ****** regarding her Trip Cancellation claim.  After discussions with our company, payment has been initiated under her Trip Cancellation claim.  We welcome Ms. ****** to contact our company with any additional questions she may have at ###-###-####.

Sincerely,

******* ***** ******* ********.

 

10/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought insurance from this company through a airlines that i bought my tickets, they talked me into buying Insurance they said it was 100 percent money back if i cancel for any reason, I have to cancel due to swelling in my legs I am handy cap and can not fly on a 14 travel. So when i made my reservations the call was sent to india the gentleman did not explain the details also he had broken english. please help me to get my refund of 1505.50 thank you. ******

Desired Settlement: Give me my refund back I paid for my insurance never got any papers saying if i cancel under certain circumstances you would be able too. I GOT NOTHING

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Mrs. ******** regarding her travel insurance and claim.

Please note that under the insurance policy purchased provides coverage for a variety of different loss types.  Losses must be due to a named covered peril of the insurance policy for reimbursement to be issued.  A copy of the insurance policy purchased by the ********'s was sent via email on 8/1/2013 to the ********'s email address.

At this time, we have received the claim documentation that the ********' have submitted in support of their Trip Cancellation claim.  The documentation is currently under review by their adjuster, ********.  Should the ********' have any questions or concerns relating to their claim, we welcome them to contact their adjuster at ###-###-#### Ext. *****.

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,

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

 

  Hello I have never received any instructions on what i do in order to cancel my trip. the euro travel sent me only two papers my of my booking. please help me i am a disable woman needing my money back my health is not well enough to be traveling, Thank you, ****** ********

Business Response:

To whom it may concern:

Please note that Ms. ********' adjuster has contacted her to advise what documentation is needed to proceed forward with her claim.  Should Ms. ******** have any questions, we encourage her to contact her claims adjuster, ********, at ###-###-#### Ext. #####.

Sincerely,

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

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travel Guard Insurance is refusing to pay a "Delayed Baggage" claim and out-of-pocket expenses incurred. On September 27, 2013, I arrived at Savannah airport from Washington Dulles but my baggage did not. I had purchased travel insurance with Travel Guard and delayed baggage is part of that policy. I did not get my baggage until THREE DAYS later, which clearly, clearly, clearly is delayed baggage. I had about $41 in out-of-pocket expenses during that three-day period to cover necessary items that were in the suitcase that I did not have. I had called the company on the day of travel and on the following day and was told by two representatives that I did have a claim, but that the Claims Department was not open until Monday. On Monday morning, I called Travel Guard, only to be told by two other representatives that no, I did not have a claim. Travel Guard says that I was "home," and not on the trip and therefore I am not entitled to any reimbursements or claims. My baggage was delayed for three days. Again, three days. And again, three days. It didn't matter whether or not I was "home." I had no baggage. IT WAS DELAYED. I cannot repeat that enough times. I am completely disagreeing with the company's assessment, especially when I was told by two agents that I did have a claim.

Desired Settlement: I would like for Travel Guard, which I feel misrepresented itself (and which could be considered fraud), to pay the Baggage Delay claim of $300 AND, because of the enormous amount of time spent on this issue, I would also like a complete reimbursement of $34 for the policy.

Business Response:

To whom it may concern:

This response is regarding Ms. ********'s concerns relating to her Baggage Delay claim #*******.  Ms. ******** was appropriately advised by our staff that her loss was not coverable under the terms and conditions of the policy purchased.  In pertinent part, her policy states:

BAGGAGE DELAY

If the Insured’s Baggage is delayed or misdirected by the Common Carrier for more than 12 hours  while on a Trip, the Company will reimburse the Insured up to the Maximum Limit shown on the Declarations Page and Schedule of Benefits for the purchase of Necessary Personal Effects. Incurred expenses must be accompanied by receipts. This benefit does not apply if Baggage is delayed after the Insured has reached his/her Return Destination.

Baggage Delay coverage ends one the Insured has reached their Return Destination.  As Ms. ******** reached her home, there is no longer coverage for the expenses incurred while her bags were delayed. 

While we wish the outcome of our review could have been more favorable, we are held to the terms and conditions 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.

While I am obviously up against a brick wall here trying to explain again and again that my baggage was delayed THREE DAYS and I had out of pocket expenses, Travel Guard leaves me no choice but to drop the matter.  But I would like the complaint to remain on record so that others may see that the company will not work with those who have valid claims.  I will never, ever use Travel Guard again and will vehemently suggest to anyone who needs travel insurance to NOT use their services.  My case was one of special circumstance, and no one at the company had the compassion or understanding to work with me in any way.

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

Regards,

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

 

 

10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Travel Guard Insurance for an upcoming trip on 08/26/13 through **********. The trip had to be cancelled due to "loss of job" and Travel Guard was contacted by phone at the beginning of July to get the Claim started. Travel Guard advised me not to call ********** to cancel the trip because the claim was already being submitted by them. No cancellation was made through ********** and no dispute was made through my Credit Card because the Travel Guard Insurance Agency was handling the claim. An email was received today (09/09/13) stating that our claim has been denied because we are "unable to provide coverage since the employment was not for at least one year." I could have submitted a claim through my Credit Card Company and receive full refund if they received my dispute before August. I could have also submitted a claim and reschedule my trip for future time by contacting **********. The information provided by Travel Guard Insurance was misleading and getting the refund for my cancelled trip has been impossible. Several attempts have been made to contact someone from Travel Guard Insurance to obtain more information regarding this matter; their phone number is always busy and getting a hold of them during their business hours is difficult.

Desired Settlement: I want to receive a full refund for my claim in the amount of $2514.92.

Business Response:

To whom it may concern:

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

In review of her claim, we found that her claim was denied as the loss was not covered under the policy purchased from **************.  Unfortunately, the loss was not covered under the scope of coverage purchased.  We have attached a copy of the letter sent to Ms. ********* on 9/12/2013 which stated our position regarding her loss.

Please note that the phone calls were reviewed dating back to the first notice of loss on 7/20/2013.  The customer service representative encouraged Ms. ********* to contact ******.com on 7/20/2013 to cancel with them.  At no time was she advised to not contact ******.com.  There was no discussion relating to disputing the charges on her credit card.

We welcome Ms. ********* to contact our Claims Department to further discuss the outcome of her claim if she has any questions regarding the outcome.  She may contact the Quality Assurance Department at ###-###-#### on Monday thru Friday between the hours of 7 AM – 7 PM CST.

Sincerely,

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

Business Response:

To whom it may concern:

Please note that as company policy we do not release phone calls.  However, please rest assured that all phone calls related to this complaint were reviewed.

While we wish the outcome of our review could have been more favorable, the denial of this claim has been maintained as the loss falls outside the scope of the coverage purchased from **********.

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.

TravelGuard is denying the release of the calls because after their review of the calls made, they discovered that they did indeed advise us NOT to contact ****** for a refund, and are now withholding incriminating evidence against them. 


The fact that they are reluctant to release evidence that clearly could prove us wrong, but chose not to, means that they are not being truthful in their defense. In order for this claim to come to a satisfactory end, we demand that the proof be produced, or we will continue action.

 

 

Regards,

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

 

 

9/19/2013 Problems with Product/Service | Complaint Details Unavailable
9/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: in april of 2013 I was supposed to fly to ********* for work. I bought a ticket from ****** with their included insurance. I had no sickness that time so in a week i was supposed to fly. I am a ** ** ** ***** in the USA with a medical degree in *********** and moving to ********* as a doctor or general practitioner. While in the US for 3 weeks, I had purchased some new eyeglasses. Routinely they took my BP and found out that it was high. So high that it got me concerened as i could stroke out. it was 170/110. so working in ER i had my blood checked and to my surprise I was already in end ***** ***** *******, a stage that you will need dialysis or kidney transplant pretty soon. Flew to new york, saw a specialist and he confirmed the diagnosis. Obviously I had to cancel my flight to ********* as this is a serious disease. A disease I havent known. So i filed a refund for the insurance of my flight as i cant fly anymore. I submitted all the requirements, including the doctors certificate. After 2 months, i decided to call as I havent had any response.. To my surprise my request for claim was denied. I called their complaints department overseas as I flew to *********** for i dont have any family in the US. Finaly after 4 calls they called me and said the claim was denied as the diagnosis was considered a preexisting condition in their policy. It does say there and it goes as far as 13 mos. I reasoned that I havent been diagnosed till 1 week before I was supposed to fly. The clause of 13 mos preexisting condition is a big way out for them. Say you have a stroke day before your flight, they'll just say you have had hypertension before. the stroke is a byproduct of your hypertension. Or you get admitted for extremely high sugar before or even after your flight. They will say youve been a diabetic before. THen what good is an insurance? from the word insure, you want to protect yourself incase something happens. Basically with that clause they'll probably help you if you are young, havent been sick and got stung by a bee causing you to have an anaphylactic shock. Anyone who has a chronic disease (known or unknown to you) will just be struck out. I think this is a very misleading add and a very deceiving clause.Its because of their delayed response i lost the chance to have my flight refunded by my credit card as i waited for them to make a decision. you have this kind of companies wherein you bank of them overseas should you get sick and they'll just say you've had that sickness for 13 mos now and that because a reason to deny you.

Desired Settlement: I just want a refund. they have so many complaints on the net that people know they're practicing bad business.

Business Response:

To whom it may concern:

We have completed our review of Mr. ********’s Trip Cancellation claim based on the concerns Mr. ******** raised in his complaint. 

According to claim records, Mr. ******** purchased his travel insurance policy on 4/10/13, becoming effective 4/11/13, for the coverage dates of 4/17/13 through 4/19/13.  A telephone call was received on 4/14/13 from Mr. ******** to initiate his Trip Cancellation claim due to his medical condition.

Claim documents were received in our office that included the completed Attending Physician’s Statement Claim Form.  Mr. ********’s treating physician indicated that Mr. ******** was treated for his medical condition on 4/6/13, 4/10/13, 4/11/13, and 4/12/13.  Additionally, Mr. ********’s treating physician indicated that cancellation of the trip was advised on 4/10/13.  Based on the Attending Physician’s Statement Claim Form received, Mr. ********’s medical condition was treated within the 120 day period immediately preceding and including the insurance effective date. 

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

ELIGIBILITY, EFFECTIVE

& TERMINATION DATES

Effective Date: After any required enrollment form is completed, Trip Cancellation coverage will be effective for an Insured at 12:01 a.m. Standard Time on the date following receipt by the Insurer or the Insurer’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, provided any required plan cost has been paid.

GENERAL EXCLUSIONS

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

… s) 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 120 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.

Unfortunately, the treatment dates of 4/6/13, 4/10/13, and 4/11/13 fall within the Pre-Existing Medical Condition period of Mr. ********’s policy.  While we wish the outcome of our review 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.

 

Sincerely,

***** ****

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

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF *********** **

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 since this is the same response  I got from them. 

Again the concept of preexisting condition 13 months prior to your purchase deters all your future claims as  the possibility of having a medical condition (known or unknown to you) is likely. I concede to the fact that such their clause will always be their legal defense and will always be an unfair practice to anyone who has signs a contract with them. A lesson well learned that this company is for profit only.

Regards,

 

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

9/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint consist of two parts: Travel Guard's failure to honor the insurance policy I purchased and Travel Guard's abusive practices involving collection agencies. My wife and I purchased travel insurance through ***********. The insurance company *********** uses is Travel Guard Chartis and the insurance is underwritten by National Union Fire Insurance Company of Pittsburgh, PA. During our vacation, my wife became ill and had to visit a cruise ship doctor and be given medications. Once we arrived on land, we had to take her to Urgent Care for further testing and medicine. Upon returning home, I filed a claim with Travel Guard to which they originally honored a portion of. When I inquired about the remainder of the claim, I was contacted by ***** ******* who demanded I refund the portion of the paid claim. From my perspective, I was covered and Travel Guard still owed me money. From her perspective, I purchased the wrong policy. I explained this was in dispute and I would further investigate my claim. I contacted *********** directly and tried to confirm in writing that my wife was covered. *********** then directed me to their website and explained that the explanation of coverage was available before confirming any purchase. I was able to confirm coverage through the checkout review. Section 2 of the review says, "Why Buy the Travel Protection Plan?" and the following line says "If a family member gets sick..." I then clicked on "Description of Coverage". Under the Description of Coverage / Flight Protection Plan/ Domestic Destinations for Trips booked after June 7, 2011, I further confirmed coverage. Under the section entitled "Trip Cancellation & Interruption", Travel Guard's policy states "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:" The first event listed is "(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion and 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" My wife was sick as confirmed by TWO licensed physicians (the ship doctor and the urgent care physician) As a result of her illness, our trip was interrupted. We were unable to continue our vacation and had to remain in a hotel resting until her health returned. I provided documented proof of the illness from both my insurance company and the physician's office. The second part of my complaint is towards ***** *******. Without notice, she turned my account over to Summit AR collection agency knowing this account was in dispute as an aggressive bully tactic to get me to refund the money that was legally mine. I was able to quickly resolve the matter with the collection agency (**** ****** was the account manager) through explaining the situation and offering any documentation they needed. Realizing I was in the right, Summit AR quickly cancelled and returned my account to Travel Guard. After researching Travel Guard's business practices, I have found multiple insurance reviews that clearly highlight the consistent failure of this company to honor their policies. A quick Google search will show that consumers frequently refer to Travel Guard as a "scam", "fraud", and "waste of money". Since this incident has taken several hours of my time to resolve, I am asking that the BBB assist me in collecting the remainder of my claim, damages for the time and stress ***** ******* and Travel Guard has caused which include but are not limited to the following: the time to work out my case with Summit AR, the cost and time to protect my credit with the credit Bureaus, the postage for letters delivered by certified mail, the hotel in California we had to stay out since we were unable to leave Long Beach due to the illness, the transport from the cruise port to the urgent care facility and from the urgent care facility to the hotel, and the stress of protecting my financial standing and credit score. I hope the BBB can assist in this matter as this will be my first response to Travel Guard's action of turning my claim into collections. If it happens again, I will be turning this over to an attorney.

Desired Settlement: All I seek from Travel Guard is an admission of fault and payment on the remainder of my claim.

Business Response:

To whom it may concern:

This response is regarding the concerns raised by Mr. ****** regarding his claimed medical expenses. 

According to the claim records, payment was made for medical expenses incurred by Mr. ******’s wife.  Upon further review, it was noted that the policy Mr. ****** purchased through *********** did not extend coverage for reimbursement of medical expenses.  Contact was made directly to *********** which confirmed the policy Mr. ****** purchased did not extend benefits for medical expenses incurred during the course of a trip (see copy of Mr. ******’s policy attached).

Mr. ****** references policy wording regarding his Trip Cancellation & Trip Interruption benefit.  Please note that while this benefit does provide coverage for medical reasons, it does not provide coverage for medical expenses.  This benefit extends reimbursement for forfeited Trip Cost and additional transportation expenses incurred to return to the trip or home.  From our review, we can find no evidence that additional transportation expenses were incurred by Mr. ****** to return home earlier or later than scheduled.  Should Mr. ****** had incurred additional transportation expenses to return home or rejoin his trip, we welcome those for review under his Trip Interruption benefit.

While we understand Mr. ******’s concerns, the policy purchased is clear in that medical expenses are not covered under any benefit of the policy.  We do recognize that an error was made by the adjuster in issuing the original payment to Mr. ******.  For this reason, we will not require Mr. ****** to reimburse the payment made in error.  However, no further reimbursement will be made for any medical expenses incurred due to his wife’s condition.

Thank you for the opportunity to review and respond to this 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 does not acknowledge their abuse practice of turning disputed claims over to collection agencies

- Travel Guard is responsible for paying the full claim. I will be contacting an attorney at this point

Regards,

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

 

 

9/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a travel Guard Insurance policy and options that included flight delay and other options because I was traveling with my ** year old mother. On my return flight from Guangzhou to Hong Kong to San Francisco ; My flight on Dragonair from Guanzhou to Hong Kong was delayed by 2 hours due to weather conditions and aircraft rotation. Consequently, I missed my connection on Cathay Pacific from Hong Kong to SFO. I provided 18 pages of supporting documents by the Airline to Travel Guard . I spent 1 day or 24 hours at ***** *****. The additional option I paid for was delay or cancellation for any reason. I am not seeking additional expenses except the flight delay. The policy does not indicate receipt for hotel etc. I had informed Travel Guard about the delay within 2 hours of delay. The Travel Guard company is trying to evade paying for the delay. They had told me at the time and day of the delay that they were going to do their own investigation. I have also provided the hotel room number and the day of my stay and the address etc. The travel date was May 27th, 2013 and I could not travel until the 28th,2013.

Desired Settlement: Pay $750.00 per per person for 2 travellers 0r $1500.00 as required by policy

Business Response:

To whom it may concern:

We have completed review of Ms. ****’s Trip Delay claim for response to the concerns raised.

Please be advised that the Trip Delay benefit of Ms. ****’s policy provides reimbursement in the event of a covered, named peril for additional meal, lodging, taxi fares, and essential telephone call expenses documented with receipts.  Unfortunately, Ms. **** was unable to provide any receipts for the claimed expenses incurred during her delay.  We are attaching a copy of the policy purchased that notes incurred expenses must be accompanied by receipts to substantiate the loss.

Attempts were made by staff within our office to obtain receipts from the hotel Ms. **** used’ however, the hotel was unable to find any evidence of Ms. ****.  This was communicated to Amika, Ms. ****’s acquaintance, as he was assisting her with the claim.

Further, please note that the claim total requested was $101.00 under the Trip Delay benefit for expenses incurred.  While the maximum limit per person of $750.00 has been requested under the Trip Delay benefit, this is subject to a daily limit of $150.00 for incurred expenses accompanied by receipts.

We welcome Ms. **** to submit any receipts she has for the incurred expenses for further review.  Please note receipts are required for any claimed expenses under the Trip Delay benefit for further consideration.

Sincerely,

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

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

9/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Travel Guard advertises with ****** ******** when you are purchasing an airline ticket and they advertise their product as "Protect yourself from trip changes, cancellations or delays. A complete worry-free travel insurance.". However in actuality none of that is true unless you have a life threatning medical issue or subpeana'd by a court. Their T&C's hide this information all the way at the bottom while a the top saying they cover Changes, Delays and Cancellations. Their advertising is incredibly deceptive and I would even argue it's false advertising as well.

Desired Settlement: That they cover my claim for changing/cancelling my airline ticket as it was advertised "worry-free".

Business Response:

To whom it may concern:

A consumer must elect to purchase insurance on the ****** ******** website. In order for the insurance purchase to be accepted, the consumer must acknowledge they've read and agreed to the terms of coverage as outlined in the Description of Coverage (which is an active link).

Here is the purchase wording provided on their website:

If you prefer to purchase travel insurance, simply check the checkbox.

By checking this box, I acknowledge that I have read, understand and agree to the terms and conditions of this coverage as contained in the Description of Coverage.

For reference I’ve attached a screen shot of the purchase path with similar comments.

Please note, the Show Coverage button works on the ****** website, but that portion wouldn’t convert in the PDF. Here’s what it says if you click on it:

Travel Insurance

Click here  to review the terms and conditions of travel insurance if you have already installed Adobe Acrobat Reader. If not, follow the instructions below to get it.

In order to view Travel Guard terms and conditions you need Adobe Acrobat Reader. If you do not have Adobe Acrobat Reader, ***** **** ** ***** in the image below to download it.

We note that Mr. ******’ claim documentation was received today.  An analyst has been assigned to his claim today and the documentation will be reviewed shortly.  Should he have any questions for his adjuster, Pam, he is welcome to contact her at ###-###-####.

Sincerely,

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

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i purchased tickets for a major league baseball game online. On the screen appears a recommendation for ticket guaruatee insurance if you cannot attend the game. It is listed as recommended, costs about 10% of the total price of the two tickets. There is no policy or claims criteria listed. I was unable to attend the game for which I called Travel guard in advance of the game to get a ticket price refund. They gave me a list of reasons for which they could give a refund with a lengthy claims process description. Mostly medical reasons supported by a physician were the reason they would do a claim refund. This is very misleading in the initial insurance offering when tickets are purchased online. No small print or policy is available when the insurance is selected. The impression given is that if you cannot attend the game; the insurance is available to get a refund. This is pure false and misleading service expectations and a very dubious business practice. I am the example of a senior citizen who got ripped off and a victim of gotta cha..... check the fine print but oh by the way we don't show the fineprint until after the sale !

Desired Settlement: I would like to receive a refund on the tickets of $70 and see that such misleading representation is called into accountablity by the state BBB

Business Response:

To whom it may concern:

This response is regarding the concerns of Mr. ***** regarding his insurance purchase through ***************

Attached is a screen shot of the *********** website purchase path where the insurance product is marketed.  A consumer has the option to select ‘yes’ or ‘no’ for the purchase of insurance.  The wording indicates coverage applies if you’re unable to make it to an event for a covered reason, subject to the policy.  A link to the policy’s Description of Coverage is active for a consumer to review prior to and concurrent with the purchase.

Mr. ***** has initiated a Trip Cancellation claim under claim #*******.  Claim forms and a list of required documentation were sent to Mr. ***** on 8/25/2013.  Upon receipt of the completed claim forms and documentation, we will be able to fully review Mr. *****’s claim.  Should he have any questions regarding his claim or policy, 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.

The travel guard response addresses none of the issues which I presented. Their response takes the form of a we are right the customer is wrong- case closed.

I contend that Travel Guards solicitation on the MLB Ticket screen is mis-leading and deceptive. A background timer running leaves very little if any time to read through their vague lawyer speak as to the conditions of thier protection policy. This is the core reason for my complaint for which they did not address.

This company is like a virus on complaint web boards and I had hoped you would not so easily capitualate to thier case closed reasoning while they justify thier deceptive practices. I wonder what is the percentage of claims they actual pay on...
I will take this up with the FTC since it may fall under thier purview. However, I urge you to look more closely at this company; perhaps the nationwide complaints that people made and then some facts- such as a percent of claims in the customers favor- not how many claims they respond and close in thier favor. The Wisconsin BBB approval of this company is curious at best.

Regards,

*** *****

 

 

Business Response:

To whom it may concern:

Please be advised that the terms and conditions of the insurance policy purchased by this customer were available for review prior to and concurrent with the sale of insurance and ticket.  A link is provided directly to the Description of Coverage for the policy during purchase to allow the customer an opportunity to review prior to selecting.  We maintain our position that the product is made readily available to consumers for review prior to purchase. 

Sincerely,

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

8/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a claim for a refund from travel guard co. for a trip that i had booked with bookit.com on 6-5-2013 I received a letter on July asking for additional information I fax the additional information on July 5th then I call a week later to see how long it would take to complete my claim and they stated another 2 weeks so 2 weeks went to several weeks I called them and asked what was the delay they stated that they had to contact bookit tour to verify my information which would take another week or so I then replied why they didn't contact bookit tour when they first received my information rep couldn't give me a answer why I then called the first week of August I was told that they received a reply back by bookit tour so I then replied so why isn't someone processing it no response but the reply was on August 7 th and I said to the rep it was been two days since you have received the reply why haven't been process for a refund rep replied the person that it handling the claim may be on vacation or out of the office I then replied do they just let the claim just sit there until the person returns why don't they have someone to handle the claim if the person is out of the office. I then asked to speak with a supervisor he then put me on hold for a couple of minutes then came back to say that one wasn't available I asked if he could then transfer me to the claims department lori came on the phone from claims department I asked her if she could get a supervisor she stated that one wasn't available she said that she would transfer me to the voicemail of a supervisor. I left a message then a supervisor did contact me back and said that she left a message for the lady that is handling my claim on Monday I am very upset that they would take this long to give me a refund in several of my conversations with the company that I was on disability and I needed the refund to send to my son oversize and that he needed the money.

Desired Settlement: Check

Business Response:

To whom it may concern:

We thank Ms. ********* for her comments and concerns regarding her Trip Cancellation claim.  Please note that payment was initiated on Monday morning.  The check will be issued this afternoon.  Ms. *********'s adjuster will follow-up with a phone call to confirm.

Should Ms. ********* have any questions, we welcome her to contact our Claims Department at ###-###-#### to speak with her adjuster, Lindsey, at extension *****.

Sincerely,

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

8/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have filed the same two claims numerous times, and have had no action taken by Travel Guard. I signed up for Travel Guard in case of problems that might occur and to protect my belongings. My computer was severely damaged, and due to this,the flight agent told me I had to tend to the computer at the front office. Their procedure was to book me the same flight 24 hours later. I became ill prior to the flight and obtained a doctor's note saying I could not fly. I have emailed Travel Guard many times with all attached documentation. I got one response from them stating that I should send documentation. I emailed them back stating I already sent them my documentation. Furthermore, I mailed hard copies of all documentation and claim forms. Despite, all my efforts, I have received no responses or action in order to refund me the money for the flight and computer damage. I feel this company is trying to pull one over on me, and just take my insurance money that I paid for rather than providing the service for which they charged me.

Desired Settlement: The first claim is for trip interruption in the total of $177.60. The plan purchased: ****** ** ****. Underwriter: National Union Fire Insurance Company of Pittsburgh, PA. The limit for baggage claims is $250. The damage to my computer was over $250. I would like reimbursement of $177.60 and $250. The total amount owed to me is $427.60. Thank you for your help, BBB.

Business Response:

To whom it may concern:

We have completed our review of Ms. ******'s claim.  According to the records, we find that requests were made to Ms. ****** for missing, required documentation.  Requests were made shortly after receipt of her initial claim documentation in March 2012; however, we have yet to receive the completed claim documentation to allow us to finalize her claim. 

Please be advised Ms. ******'s adjuster communicated with her via email this morning regarding the missing documentation. Upon receipt, we will be able to finalize her claim.  Should she have any questions, we welcome her to communicate directly with her adjuster, ********, at ###-###-#### Ext. #####.

Sincerely,

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

8/4/2013 Problems with Product/Service | Complaint Details Unavailable
8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We booked a trip to China and my wife got sick before the trip and the doctor advised her not to go on the trip. We cancelled the trip and filed a claim. They denied the claim. They stated that there was a preexisting condition. She was diagnosed with Coccidioidomycosis, also known as Valley Fever. According to the CDC website: At least 30% – 60% of people who live in an endemic region are exposed to the fungus at some point during their lives. In most people the infection will go away on its own, but for people who develop severe infections or chronic pneumonia, medical treatment is necessary. If she had symptoms we had no idea that it would cause the trip to be cancelled, however symptoms worsened and we had to cancel the trip and then filed a claim. The trip insurance claim was denied even though we had no idea she had Valley Fever.

Desired Settlement: Payment of the Insurance Claim

Business Response:

To whom it may concern:

We have completed our review of Mr. *******’ Trip Cancellation claim due to his wife’s medical condition.  From our review, we found that Mrs. *******’ medical condition that prompted the cancellation was treated on 1/18/2013.  The medical notes from 1/18/2013 state that Mrs. ******* symptoms had been present for two weeks.

Unfortunately, the insurance policy purchased does not provide coverage for conditions that meet the Pre-Existing Medical Condition Exclusion.  As Mrs. *******’ condition was treated on 1/18/2013 prior to the policy coming into effect on 1/19/2013, the claim was formally denied.

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased.  Therefore, the denial of the claim has been maintained as the condition prompting loss is excluded from coverage under the policy. 

Thank you for the opportunity to review and respond to Mr. *******’ concerns.  We have attached a copy of the denial letter sent to Mr. *******’ as well as a copy of his Description of Coverage for the policy purchased for your records.

Sincerely,

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

Claims Manager

###-###-#### Ext. *****

7/14/2013 Problems with Product/Service | Complaint Details Unavailable
7/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi i filed a claim with world nomads claim on the 2 July 2012 about stolen luggage, the are operating under Travel Guard Chartis i filled all the documents they asked and the still have not given me anything, i checked on there website and i saw that the claim is closed, i tried calling them but i was transferred, to a voice-mail, i left a message i hope they will contact me back, but i am concerned about the long wait and that it's closed now. My claim No. is ******* on the firs letter i got from them my contact agent was ****** ******* Tel. *********** EXT. ***** but she is not the one handling it now, the name of the one handling it now is ***** i don't have here EXT. I can send any documentation you need to verify my claim, Police reports copies of receipts i sent them i have everything, if you could please help me out. Thanks

Business Response:

To whom it may concern:

We have reviewed the concerns raised in Mr. ******’s complaint.  Please note that from investigation of this claim Mr. ****** was unable to provide proper proof of loss to substantiate his loss claim.  Attached is a copy of the final disposition letter sent to Mr. ****** for his claim.  Our stance is maintained as the claim loss is unsubstantiated based on the documentation and information received.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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 sent in proof of purchase for the items i lost i, sent the receipts for most items i claimed, for the items i didn't provide proof i understand that i am not insured on, my claim is for the items i did provide you with receipts.

 

Regards,

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


 

 

Business Response:

To whom it may concern:

We have reviewed the concerns raised in Mr. ******’s complaint.  At this point, we do not have a valid proof of loss. The receipts provided do not indicate the amounts paid. As the receipts to not indicate amounts, we require a credit card statement showing the payment for these items. Once the credit card statement is received, we will continue the review of Mr. ******’s claim.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

7/8/2013 Problems with Product/Service | Complaint Details Unavailable
7/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I lost a couple of bags during our vacation. The total loss is over $8000, but Travel Guard limited our claim to only $2000. Even with $2000 claim, Travel Guard has been giving us a run around. After mailing in all the paper works, we had to wait for 8 weeks to find out that they are responsible for only $1150. Travel Guard is using the unadvertising policy to limit your claim. Also, Travel Guard requires to mail in the original receipts (Not the copies nor email were acceptable! Even though they let us know that we can submit the claim via email.) They just try to frustrate us to drop the last $350 claim. Beware of Travel Guard!

Desired Settlement: Pay us the last $350 for our claim.

Business Response:

To whom it may concern:

We have completed our review of Mr. ***’s Baggage and Personal Effects claim for response to the concerns Mr. *** raised in his complaint. 

According to the claim records, a call was received from Mr. *** on 5/16/13 to initiate a Baggage Loss claim due to his bags being stolen. The claim documentation was received on 5/23/13 and 5/29/13.

Review of the claim forms and documentation determined that Mr. *** did not submit receipts for the stolen items. The policy Mr. *** purchased indicates that items valued at over $150 must be accompanied by original receipts. Without the original receipts for these items, we are only able to pay up to $150 maximum for each of these items. The Chanel classic Lambskin Maxi Flap bag claimed for $5,400 was reduced to $150; the Prada Cosmetic bag claimed for $400 was reduced to $150 and the black Chanel Wallet claimed for $500 was reduced to $150. The total paid for these bags was $450.

The full value of the makeup was reimbursed as these totals were under $150. The makeup claimed included Chanel Powder for $56; Chanel Soleiil Bronzer for $50; Chanel Lipstick Coco Rouge, Chanel Lip-gloss $30, Chanel Mascara $30 for a total of $200.

The policy purchased also includes a limitation of $500 aggregate on all losses to cameras and camera equipment and other electronic devices. The total claimed for the Sony Handy Cam and accessories was $1,600. Based on the policy aggregate, we reimbursed the maximum limit of $500 for these losses.

The combined total of reimbursement for all payable expenses under the policy was made to Mr. *** in the amount of $1,150. This was reimbursed on 6/12/13 on check number 5846450. Based on the policy requirements, this was the maximum allowable amount that could be reimbursed.

The receipts were received on 6/17/13 for a Prada handbag in the amount of $507.60 and for a Handbag in the amount of $5,724. After review of these receipts, payment was approved for the remaining $350 and payment will be issued shortly. This payment should be received to the address on file within 7 to 10 business days.

In pertinent part, Mr. ***’s Policy states:

SCHEDULE OF BENEFITS

All coverages are per person.                                                         MAXIMUM LIMIT

Baggage & Personal Effects Loss (secondary) .............................................$1,000

BAGGAGE AND PERSONAL EFFECTS LOSS …

Special Limitations:

The Company will not pay more than:

• $500 for the first item and

• thereafter, no more than $250 per each additional item

• $500 aggregate on all Losses to: jewelry, watches, furs, cameras and camera equipment, camcorders, computers, and other electronic devices, including but not limited to: portable personal computers, cellular phones, electronic organizers and portable CD players.

Items over $150 must be accompanied by original receipts.

The Company will pay the lesser of:

(1) the cash value (original cash value less depreciation) as determined by the Company or,

(2) the cost of replacement.

We find that this claim has been properly adjudicated under the terms and conditions of the Policy purchased.  As we did not initially receive receipts to confirm the values of the Prada and Chanel bags, per the policy terms, we limited the reimbursement to $150 per bag. After receiving the receipts from Mr. *** for these bags, we were able to reimburse these losses to the maximum allowable single limits within the baggage and personal effects special limitation section. To date, the maximum allowable amount has been reimbursed for Mr. ***’s losses. The total amount reimbursed to Mr. *** is $1,500.

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

Sincerely,

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

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

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travel ins purchased. Paradise island Bahamas arrived 4/20/13 and intended to stay 7 nights. $8000.00 plus Paid for trip. 4/21/13 developed severe abdominal and stomach pain, I decided not to treat in this country and Paid $500 more airfare to come home on 4/22/13 seeking medical on 4/23/13. I waited a month for travel gards Decision which was denied stating I didn't seek medical in Nassau and if I did they Would have to state they Recommend terminating the trip. I have lost $8,000.00 + and wonder what use this insurance is feeling Their decision is NOT fair

Desired Settlement: Be fair and honor the claim

Business Response:

To whom it may concern:

We have completed our review of Mr. ******’s Trip Cancellation claim for response to the concerns Mr. ****** raised in his complaint. 

According to the claim records, a call was received from Mr. ******’s travel agent, ******, on 4/23/13 to initiate a Trip Interruption claim due to his medical condition. The claim documentation was received on 4/25/13 and 4/29/13.

Review of the claim forms and documentation determined that Mr. ****** had not sought medical treatment while on his Trip. The policy Mr. ****** purchased indicates that for a Trip Cancellation or Trip Interruption a Sickness or Accidental Injury must be certified by a Physician. Without this certification, we are unable to validate that the medical condition caused Mr. ****** to interrupt his Trip. Therefore, the claim was formally denied as we were unable to confirm that a medical condition caused Mr. ******’s Trip Interruption.

In pertinent part, Mr. ******’s Policy states:

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 You cancel Your Trip or are unable to continue on Your Trip due to the following Unforeseen events:

a)     Sickness, Accidental Injury, or death of You, Your 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

“Physician” means a licensed practitioner of medical, surgical, or dental services acting within the scope of his/her license. The treating Physician may not be Yourself, a Traveling Companion, or a Family Member.

“Sickness” means illness or disease which is diagnosed or treated by a Physician after the Effective Date of this plan and while You are covered under this plan.

We find that this claim has been properly adjudicated under the terms and conditions of the Policy purchased.  As Mr. ******’s medical condition was not certified by a Physician at the time of loss, we are unable to validate the medical condition that caused Mr. ******’s Trip Interruption. Based on the policy language, we are unable to extend coverage to the losses Mr. ****** sustained.

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.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

Consumer Response:

I disagree with Travel Gards response to your inquiry because when I took the insurance out with Liberty Travel and paid I believe $575 I was not given any policy or rules and regulations of any sort indicating
what I could or could't do. On the 2nd day of my 7 day vacation in the Bahamas I became very ill with a
stomach, intestinal virus thus making the decision NOT TO treat medically in a foreign country. I rerurned
home on day 3 paying $500 additional to change tickets. I treated with my family doctor in ***. Travel Gard
has advised me that even if I treated in the Bahamas the provider would have to state they recomend I terminate my trip. My conclusion is travel gard insurance was useless to me as I have lost close to $9,000
which a paid in good faith. Don't waste your time or money on their insurance.

Complaint# *******
****** ** ****** ***
*** ** *** *** ***
******* ****, ** *****

Regards,

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

 

 

Business Response:

To whom it may concern:

We have completed our review of the concerns Mr. ****** raised in his complaint. 

The policy Mr. ****** purchased indicates that for a Trip Cancellation or Trip Interruption a Sickness or Accidental Injury must be certified by a Physician. Without this certification, we are unable to validate that the medical condition caused Mr. ****** to interrupt his Trip. Therefore, the claim was formally denied as we were unable to confirm that a medical condition caused Mr. ******’s Trip Interruption. Based on the policy language, we are unable to extend coverage to the losses Mr. ****** sustained.

Mr. ****** also states that when he paid his insurance premium that he was not provided a policy with the terms and conditions. Mr. ****** had booked his travel at the Liberty Travel office. The policy was given to Mr. ****** during this visit. He was also encouraged to contact Travel Guard for any specific questions regarding the policy he purchased.

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.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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 spoke to you by phone several times and you said you received my e-mail in which I stated I absolutly do no agree with Travel gards expiation why
I am out almost 9k for my trip.

Regards,

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

 

 

6/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company failed to pay up the claim in full (CLAIM#: *******) for *** & **** *****. A refund in full is sought.

Desired Settlement: The company failed to pay up the claim in full (CLAIM#: *******) for *** & **** *****. A refund in full is sought.

Business Response:

To whom it may concern:

Please note that the claim in question was appropriately paid on 4/12/2013 via check #******* to the *****'s totaling $1,022.38.  Further, explanations have been provided to the Insured's and their son regarding the refund from **** vacations totaling $660.00 to Mr. *****'s Mastercard ending in **** and $283.62 ending in 6728.  Should the *****'s have questions regarding the refund from **** vacations, we recommend they contact **** directly to discuss these two refunds.  We find that this claim has been properly adjudicated and reimbursed appropriately in accordance with the terms and conditions of the policy purchased.

Should the *****'s have documentation from **** vacations showing that no refund was issued to either credit card, we welcome the *****'s to submit for our review.  At that time, we would communicate back to **** with that documentation for review.

Sincerely,

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

6/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 5, 2013, I filed claim form #******* . In the e-mail, I asked for confirmation that they received it. There was no reply. They had previously told me to wait a month before checking status. On April 9, 2013, I sent another e-mail that included the same claim form and I inquired about the status. Again, there was no reply. I decided to call them on April 15, 2013. I was put on hold while I was transferred to a claims agent. When she picked up, she asked for a few minutes to review the claim. Why she needed to review a claim that they had received more than a month ago, I do not know. I can only surmise that they hadn't even looked at it yet. After several minutes, she got back on the line and told me that my claim was denied. When I asked why, she replied that the claim was denied because the main cause of my trip cancellation was "major depression" which is an exclusion listed in line (j) of the policy which states "Mental, Nervous, or Psychological Disorder." I have been treated for stress/anxiety/depression since the late 1970's and under various psychiatrists' care the entire time up to and including the present but it was never debilitating to cause me to miss any functions including 3 trips in the three previous years with the same group of people. Late in 2011, I fell into major depression. This required two different stints in the psych ward and the undergoing of eight electro-convulsive therapy (ECT) treatments which took place on days prior and during the cruise dates. While all this was going on, I developed stomach cramps and had my gall bladder laparoscopically removed on January 19, 2012. I submitted 16 pages of claim info/medical history and apparently they only looked at the major cause. I have looked at various travel sites on the internet and have seen numerous complaints about this company refusing to pay and not paying without the claimant "jumping through hoops." The Better Business Bureau gives them an A+ rating even though you can read all the complaints on their website. It seems they only pay when someone complains to the BBB. They may be following contract law, but their customer service and claim payments are both unprofessional and unethical and contradictory to good business practices. My contention is the line that excludes depression was put into the contract to protect themselves from those travellers who just didn't feel like going and not for someone who had major depression that required two stints in a psych ward and 8 ECT shock treatments, some which occurred during the cruise dates (2/19/12-2/28/12).

Desired Settlement: 1) The claim to be paid in full. 2) Their customer service be chastised for not responding to my requests.

Business Response:

To whom it may concern:

We have completed our review of Mr. ******’s Trip Cancellation claim for response to the concerns Mr. ****** raised in his complaint. 

According to the claim records, a call was received from Mr. ****** on 2/15/12 to initiate a Trip Cancellation claim due to his medical condition. The claim documentation was received on 3/5/13. Review of the Attending Physician’s Statement and documentation on 3/25/13 determined that the medical condition which caused Mr. ******’s cancellation is excluded from coverage. As the medical condition is excluded from coverage, benefits would not be payable under Trip Cancellation.

Mr. ****** indicates that the reason for the cancellation was due to gallbladder surgery. The information provided on the Attending Physician’s Statement does not include gallbladder surgery as a diagnosis in which Mr. ****** indicates was the reason of his Trip Cancellation. Therefore, in lieu of this information, we would like to offer Mr. ****** the opportunity to furnish our office with information to support that the cancellation was due to his gallbladder surgery. We would require Mr. ****** to provide us with medical records from all treating physicians from 10/2/11 through 2/19/12.

Mr. ****** also states that he requested receipt of emails that were sent on 3/5/13 and 4/6/13. We did find that a request for receipt were located the body of the emails. We apologize that acknowledgement was not sent to indicate that these were received.

In pertinent part, Mr. ******’s Policy states:

Definitions

“Mental, Nervous or Psychological Disorder” means a mental or nervous health condition including, but not limited to: anxiety, depression, neurosis, phobia, psychosis; or any related physical manifestation.

General Exclusions

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

(j)     Mental, Nervous or Psychological Disorder; …

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. …

Under the policy, a cancellation due to the medical condition listed on the Attending Physician’s Statement is excluded from coverage.   Based on the documentation included in your claim file, we have determined that no further benefits are available under the terms of your policy. We would like to offer Mr. ****** the opportunity to supply our Quality Assurance department with medical records to verify the reason for the cancellation was due to his gallbladder surgery or other medical conditions. This information can be mailed to: Travel Guard; PO Box 47; Stevens Point, WI 54481, or faxed to: ###-###-#### or ###-###-####. If Mr. ****** has any questions on his claim, he may contact our Quality Assurance department at ###-###-####.

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.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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.

1) Did anyone above a grade school education read the complaint? Nowhere in the claim did I say that the gall bladder surgery was my reason for cancellation. It was an aggravating factor. While I agree that depression was the cause of my cancellation, I have to say that there is a difference between depression and major depression. With 2 stays in the psych ward and 8 ECT treatments, I was SICK and sickness is covered whether there is an exclusion or not. As I stated previously, I believe the spirit of the exclusion clause is to protect the insurance company from those travellers who, due to their disorder, just decide that they don't feel like taking the trip, and not for someone who is really too sick to go. Is a chemical imbalance in the brain any different that an imbalance in the blood causing a person to be anemic and unable to travel?

2) As far as "providing us with medical records from all treating physicians from 10/2/11 through 2/19/12," that information was contained in the original claim.

3) They say that I never asked for a receipt of the claim. As the claim was sent as a PDF attachment to an e-mail, if they received the claim, then they received the body of the e-mail. From my Sent Items folder:



From: ****** ****** <*****************>

To: "************************" <************************> 

Sent: Tuesday, March 5, 2013 3:44 PM

Subject: Claim #: *******


Please see attached completed claim form. If you need additional information, please contact me or one of my physicians. Please confirm receipt of this e-mail.

Thanks,

**** ******


and from April 9:


I sent this in on March 5 and I haven't heard back from you. Please reply with status.

Thanks,

**** ******


4) Did the BBB look at the complaints on their website or Travel Guard's listing at travelinsurancereview.net/travel-guard-insurance (see the Comments section). If I don't get any satisfaction from this company, I will be filing a complaint with the ******** and ********* Insurance Commissions, and with their underwriter, Fireman's Insurance. If that fails, then I'm off to small-claims court and let a judge decide whether I was healthy enough to travel.

Regards,

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

 

 

Business Response:

To whom it may concern:

The medical condition that caused Mr. ****** to cancel his Trip is excluded from the policy. We are unable to extend coverage for this condition. The information provided by Mr. ****** did include completed claim forms and medical documents for the excluded medical condition. Mr. ****** indicated that he had another medical condition, but no additional medical records were submitted for this. As the initial medical condition is excluded from coverage, we would like to provide Mr. ****** the opportunity to provide additional information in regards to any other medical conditions. We would require medical records from 10/2/11 through 2/19/12.

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.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE

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.

Would it be asking too much for the Travel Guard claims agent to contact their contracts lawyer to explain to me why depression is an exclusion? By their own definition in the policy, '"Sickness" means an illness or disease diagnosed or treated by a physician', and depression is an illness. How can they say sickness is covered and then exclude a sickness? I still contend that the spirit of the exclusion is to keep travelers from cancelling because they "just don't feel up to it" and that is why I'm asking for an explanation from a contracts lawyer. There is a difference between major depression and depression.

Also, they still have not apologized for not responding to my receipt requests when I have proven that they did receive my requests. 

Regards,

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

 

 

Business Response:

To whom it may concern:

The medical condition that caused Mr. ****** to cancel his Trip is excluded from the policy. The medical condition is a General Exclusion that applies to all the benefits within the plan purchased. We are unable to extend coverage for this medical condition.

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.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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 will not be satisfied until I am assured that the claims agent has talked to their contracts lawyer and divulges to me why that exclusion is in the policy.  How can they say that sickness is covered and then exclude a sickness? That seems illegal to me. If nothing else, they should amend their policy to say "most sicknesses". I have talked to my therapist and he is appalled that my claim has been denied given the mental and physical state I was in. I have also talked to a friend who is a contracts lawyer and he doesn't believe the intent of that exclusion was to deny a claim to someone who was as sick as I was.

I also ask the BBB to rethink this company's A+ rating. If you review the complaints at the websites I have previously provided, you'll surely agree that this company couldn't possibly deserve that rating.

And what is with this company's recent flooding the internet with ads? Sounds like a company in trouble to me.

Regards,

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

 

 

6/17/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I broke my leg while skiing in Switzerland. I have Tricare For Life - Overseas, which is a government medical policy. I also have Travel Guard as the supplement insurance. However, Federal Law as well as Tricare For Life - Overseas states that the government health insurance is secondary to all other insurance companies including travel insurance regarding payments and they always have this problem with Travel Guard. Travel Guard says they don't care, they only pay second to all others including the government.. Before leaving the hospital, I had to pay for all of my medical expenses out of my pocket and I find myself in the middle of these two insurance companies for two months and it is costing ne $150. a month in interest and minimum payments. Travel Guard also states that they cannot process my claim until they receive a letter from Tricare stating that they are denying my claim. Tricare states they cannot do this because my case they cannot proceed until Travel Guard complete their process. As you can see, I am caught in an old fashion "Catch-22"

Desired Settlement: I want all of the money that that I had to pay out of pocket for my medical bills, based upon Swiss Francs at the time of my payment, not in American Dollars, which is valued less.

Business Response:

To whom it may concern:

We have completed our review of Mr. *******’s Medical Expense claim for response to the concerns Mr. ******* raised in his complaint.

Our review of the information found that the Medical Expense coverage that Mr. ******* had purchased was excess to all other valid insurance plans. Mr. ******* had listed Medicare and Tricare as other insurance carriers. Medicare does not provide coverage outside the US and Tricare is excess and always pays last. As there were no other reported insurance plans, the Travel Guard policy would provide reimbursement for these expenses first.

Mr. ******* did incur out of pocket expenses for services that he received. Mr. ******* incurred expenses from Air Zermatt from a rescue service. The credit card statement that was provided by Mr. ******* indicated that he was charged $1,284.24 on 3/14/13; $1,284.24 on 3/14/13 and $272.67 on 3/15/13 for services rendered. Our research of these expenses compared to the receipts from Air Zermatt determined that Mr. ******* had been charged twice for the same service. We have confirmed with Air Zermatt that there was a duplicate charge. A message was left for Mr. ******* on 6/4/12 to inform him of this situation and that Air Zermatt needs his credit card information so they may refund him for this extra charge. The remaining charges, $1,284.24 and $272.67, will be reviewed by the claims adjuster under the plan Mr. ******* purchased.

Mr. ******* also incurred expenses from his surgery. The total amount for his surgery was 19,992.02 Swiss Francs. Mr. ******* prepaid 6,000 Swiss Francs ($6,391.30 USD). Mr. ******* incurred expenses for an escort to assist him on his return Trip home, and expenses Mr. ******* return airline tickets. The escort expenses totaled $10,397.60 and Mr. *******’s return flight expense totaled $10,894.10. These expenses will be reviewed by the claims adjuster.

We received a bill for 359.75 Swiss Francs for expenses incurred with Dr. ******* at the ***** ******* ***********. We need the proof of payment for these medical expenses from Mr. *******. We also require proof of payment for the ******* ***** and ***** ********.

In pertinent part, Mr. *******’s Policy states:

EXCESS INSURANCE LIMITATION

The insurance provided by the Policy for all coverages except Trip Cancellation and Interruption and Car Rental Collision Coverage shall be in excess of all other valid and collectible insurance or indemnity. If at the time of the occurrence of any Loss payable under the Policy there is other valid and collectible insurance or indemnity in place, the Insurer shall be liable only for the excess of the amount of Loss, over the amount of such other insurance or indemnity, and applicable deductible.

Mr. ******* also indicates that he would like all reimbursements based on Swiss Fracs at the time of his payment. We will reimburse his expenses in US Dollar converted from Swiss Francs. The conversion rate will be based on the date that Mr. ******* incurred his expenses. We also welcome submission of credit card or bank statements (if available) so that we can reimburse Mr. *******’s expenses per those statements.

We are still waiting on receiving documents from Mr. ******* for his proof of payments at the Zermatt Hotel and Davos Klosters. We also require the proof of payment for the medical expenses incurred from the Swiss Medical Association in the amount of $359.75. The expenses that were provided are in review of Mr. *******’s claims adjuster.

 

We do encourage Mr. ******* to contact his claims adjuster directly with any questions or concerns he has with his claim. His claims adjuster is Jennifer Capps and she can be reached at ###-###-#### Ext. *****.

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

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

6/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February of this year my friend and I went to ***** ***** at ****** ****** *********** *** ********* ***** ***** *** ******* **** ** ********** to book a CIE Tours International Irish Spirit tour. We paid $1074 for the tour downpayment and $206 on our respective Visa cards for Travel Guard Chartis insurance, the gold plan. We had asked extensive questions regarding the cancelation of our travel plans and were told that if one of us was unable to travel, the other would receive a complete refund. Today my friend told me that she was not going to go due to family issues, financial and personal family problems. So I began to try and find out what recourse was available to me. ***** was on vacation and her partner told me he would not help me, that I would have to talk to *****. I then called ###-###-#### (Travel Guard Chartis) to try to resolve the problem. The person I talked to (sorry I did not get her name) said that she would ask her supervisor and came back to the phone saying that I would not receive a refund and that the reason my friend gave was not applicable. I tried to explain what ***** had told us but she said that there was nothing she could do. I then called CIE Tours International and enquired whether or not we would get a refund and was told that Aer Lengus was non-refundable. I feel that we were given erroneous information from the very beginning and that something should be able to be done for us to receive a refund. My friend's decision to cancel the trip is not my fault, nor my problem. I simply have no desire to go alone and told the travel agent at the very beginning. I am handicapped, that is part of the reason I wanted a travel companion. $1280.00 may not be a lot to some people but to me it is and this was to be a trip of a lifetime for me. I am ** years old and have wanted to go to Ireland since I was 9. Could not afford it until now.

Desired Settlement: I hope to obtain a full refund. It is not my fault that my travel companion changed her mind and I was told in the beginning that I would not be penalized, should this happen. I feel that a fraud has been committed here.

Business Response:

To whom it may concern:

We have completed our review of the concerns Ms. ******** raised in her complaint. 

Our records indicate that Ms. ******** called to initiate a Trip Cancellation claim on 6/3/13. As the representative was going through what is required to file a claim and advising Ms. ******** of covered events in the policy she purchased, Ms. ******** stopped the claim set up. She stated she may or may not call back to file a claim.

 

Once a claim is initiated and claim forms are sent, the appropriate paperwork will need to be filled in and requested documents be returned for review. The policy will provide reimbursement for the forfeited Trip Cost up to the maximum insured limit if the cancellation is due to a covered event listed under the Trip Cancellation section. The policy purchase does not provide coverage for any event, there are specifically named events that would be coverable under Trip Cancellation. We are unable to pre-approve or pre-deny claims without reviewing all the documentation.

In pertinent part, Ms. ********’s 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:

(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.

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

(c)    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;

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

(e)    Strike resulting in complete cessation of travel services at the point of departure or Destination;

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

(g)   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;

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

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

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

(k)    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;

(l)     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;

(m)   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;

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

(o)   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;

(p)   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 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.

At this point, we are unable to provide further information on whether Ms. ********’s claim will be covered as a claim was not started and documentation has not been received. We encourage Ms. ******** to file a claim so we may review all of the information at ###-###-####.

 

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

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

6/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We recently received a decline of Travel Guard (Policy #: *********) insurance payoff from you for the El Cozumeleno trip. We believe this claim was declined in error due to lack of specifics and details of this situation. Please kindly review the information below and re-process the claim. The El Cozumeleno All-Inclusive trip was paid in full on 12/6/2012. This full payment of $2,800 included El Cozumeleno resort charges and Delta flight charges ($485.26?2 =$970.52 booked for Mr. ***** ******** and Mrs. ***** **** (reservation Number: ********)). The trip was supposed to take place from January 20th through January 30th, 2013. On December 26, 2012 Mr. ***** ******** had a minor chest pain, and he was released from the hospital on (December 28, 2012). After discussion with the doctor and conversation with the family members, we decided that we will not cancel the vocation and will proceed with the El Cozumeleno trip as planned. But, just in case that something similar might happen again either before or during the vacation, we purchased the insurance (Insurance Policy #: *********). Unfortunately, on January 14th, 2013, Mr. ***** ******** had another chest pain. With this repeated chest pain doctors decided to do the surgery. The surgery was performed on January 14, 2013 and included installment of stent into ****’s artery. Attached documents from our family doctor Dr. *** ** ******* and MD/PhD ****** ******, Director, ************** ********** ***** ******** ******* ******. Based on the repeated hart attack, surgery results and doctor’s recommendation, we decided to cancel our trip. Claim to cancel the trip was filed on January 17th, 2013 (Claim #: *******) Moreover, we offered our vacation package to our friends and they gladly accepted. The arrangement for their vacation was exactly the same: same dates, same resort, and same flight. But, according to our travel agent, to make processing easier, instead of substituting our information with our friends names, they purchased the new package and ours was cancelled. Please review the details provided above and re-process our insurance claim. We are an elderly couple who solely depend on SSI. As such, we had to save the entire year prior to purchasing this vacation to be able to afford to pay for this trip. Without insurance reimbursement, we will not be able to go on any vacation which is so needed after the surgery. We are very hopeful you will be able to reconsider denial of our claim based on the additional information provided above and reimburse us the money we spent for the trip which was cancelled due to medical reasons after insurance purchase. Thank you in advance for your consideration and help.

Desired Settlement: Please kindly review the information below and re-process the claim. We would like to get full refund of $2,800 Based on Travel Guard (Policy #: *********)

Business Response:

To whom it may concern:

We have completed our review of Ms. *****’s Trip Cancellation claim for response to the concerns Ms. ***** raised in her complaint. 

According to the claim records, Ms. ***** made her Initial Trip Payment for her Trip on 12/6/12. Ms. ***** elected to purchase travel insurance through Travel Guard for her Trip on 12/28/12, becoming effective on 12/29/12. Her anticipated dates of travel were 1/20/13 through 1/30/13.

A call was received from Ms. ***** on 1/21/13 to initiate a Trip Cancellation claim due to Mr. *****’s medical condition. The claim documentation was received on 2/21/13. Review of the claim forms and documentation on 3/11/13 determined that we required medical records from 6/28/12 through 1/20/13 from all the physicians listed on her claim forms. We also needed to contact Funjet Vacations to confirm Ms. *****’s travel arrangements.

Medical records from ****** *********** ******* ***** were received on 3/19/13. We received an updated Attending Physician’s Statement from Dr. ******* on 3/26/13. Ms. *****’s travel arrangements were confirmed on 3/27/13 by her travel agent.

After all the required documents had been reviewed, the claims adjuster found the records indicated that treatments and symptoms for Mr. *****’s medical condition occurred on from 12/26/12 through 12/28/12. The policy effective date was 12/29/12. As treatment took place prior to the effective date, the condition is defined by the policy as a Pre-Existing Medical Condition.

In pertinent part, Ms. *****’s Policy states:

DEFINITIONS

“Initial Trip Payment” means the first payment made to the Insured’s Travel Supplier toward the cost of the Insured’s Trip.

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 nonrefundable 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.

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 or Traveling Companion which, within the 180 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 180 day period immediately preceding and including Ms. *****’s policy effective date of 12/29/12 for the condition causing the *****’s cancellation of their Trip.  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. 

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.  We maintain that the *****’s Trip Cancellation 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.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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 you stated and according to your letter On December 26, 2012 Mr. ***** ******** had a minor chest pain, and he was released from the hospital on (December 28, 2012).  After discussion with the doctor and conversation with the family members, we decided that we will not cancel the vacation and will proceed with the El Cozumeleno trip as planned. Just in case of any medical situation that might happen at the resort we decided to purchase Travel Guard insurance. 

If we would be sure to cancel this trip and not go there why would we spent almost $300 on insurance? On the policy effective day of 12/29/2012 Mr. ***** had full intention to go on vacation. Only 2 weeks later, on January 14, 2013 Mr. ***** had staged stent deployment at the ***** ******** ******** ******. Only then, and only based on recommendation from his family doctor Dr. *** ** ******* mr. ***** was forced to cancel his trip to Mexico.   

There are no pre-existing conditions, since forceful recommendation from primary care of Dr. *** ** ******* has been made 2 weeks after purchase of insurance. During these 2 weeks  Mr. ***** had full intention to go on this trip to Mexico.

Please review the details provided above and kindly process reimbursement of our trip payment in the amount of $2,800.  We are an elderly couple who solely depend on SSI.  As such, we were saving for the entire year prior to purchasing this vacation to be able to afford to pay for this trip.  Without this payment reimbursement, we will not be able to go on any vacation which is so needed to recover after the surgery. We are very hopeful you will be able to review this information and process the payment reimbursement for the trip which was cancelled due to medical reasons.

Thank you in advance for your consideration and help.

[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:

We have completed our review of the concerns Ms. ***** raised in her complaint.   

The records we received from Integrative Medical Center indicated that Mr. ***** was admitted for treatment due to his medical condition from 12/26/12 through 12/28/12. The insurance was purchased on 12/28/12 for her anticipated Trip that was booked on 12/6/12.

Symptoms and treatment has been verified to have occurred during the 180 day period immediately preceding and including Mr. *****’s policy effective date of 12/29/12 for the condition causing the Trip Cancellation.  The policy purchased excludes medical conditions which meet the Pre-Existing Medical Condition Exclusion.  Based on the documentation included in Mr. *****’s 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 concerns.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

6/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased Travelguard insurance prior to travelling to Guatemala with my son in December. When my son came down with Dengue Fever, I got in touch with TravelGuard and they told me to purchase tickets home for myself and my son and then submit reimbursement once I returned home. I was scrupulous in inquiring what other documentation I needed to receive both their trip interruption benefits and the return air benefits. At no point during our e-mail and phone conversations while I was in Guatemala did they suggest that these benefits were "either/or" - to the contrary, I received messages from various travelguard representatives letting me know how to process both the return air claim and also the trip interruption claims. When I came home and filed the claim, they denied the return airfare, stating that I couldn't claim both return airfare and trip interruption. Had I known this, I would have made different choices. Although my son was quite ill, he was resting acceptably (if not ideally) in a Guatemalan hotel. My choice to fly home a week early was made with the understanding that my travel insurance would cover this. They also advised me that I could book on any airlines, so I booked the cheapest flight home that I could get, even though I could have saved myself money by booking a flight home with American (since I already had a return ticket with them.) Multiple travel guard representatives assured me that it didn't matter who I booked with, and I understood that the responsible thing would be to book the least expensive ticket. Travelguard required me to turn over the airline credit that I had with American to them in the process of processing my claim - so they were the winners and I the loser on my return air tickets. I am a very moderate income single parent and this trip was something I had saved for carefully. I laid out the money for the return airfare trusting that it would be reimbursed. My reason for purchasing travel insurance in the first place was so that if anything went wrong on our travels, I would have reasonable assurance that my son and I would be able to afford to take a trip another time. I have substantial documentation of my e-mails with travelguard that I would be happy to make available to you for review The last communication that I received from them on April 10 assured me that I would hear back from them within 2 business days. I have heard nothing since then. I trust you will agree that they were not forthcoming in disclosing the "either/or" reimbursement that they have since offered.

Desired Settlement: I have already received checks from travelguard for trip interruption, which I have not yet cashed since I did not want that to be construed as agreement with their settlement. I request that they honor the additional $1500 in return airfare that they have denied coverage for. I would also appreciate (but can live without) an apology for the amount of time and energy that I have spent dealing with this.

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. 

According to the claim records, Ms. ***** called on 1/3/13 to inform us of her son’s medical condition and needing assistance to return home. A claim was initiated on 1/7/13 for expenses incurred due to her son’s medical condition. The claim documentation was received from Ms. ***** on 1/17/13 and 2/2/13.

Review of the claim forms and documentation determined that the first leg of the flight for Ms. *****’s Trip was utilized. The original airline tickets with American Airlines were $660.50 for ***** and $779.50 for Ms. *****. The unused portions of the American Airlines tickets are $330.25 and $389.75. Ms. ***** incurred additional expenses for return airfare on United Airlines for $754.80 and United Airlines service fee $25.00. ***** also incurred additional expenses for return airfare on United Airlines for $754.80 and United Airlines service fee $25.00.  A taxi from the hotel to the airport 280 GTQ was converted to $36.01 USD. A medical bill in the amount 725 GTQ was converted to $93.75 USD. A hotel in the amount of 160 GTQ was converted to $20.58 USD. After reviewing the incurred expenses that were received and the policy terms, we determined that a check in the amount of $2,259.33 could be issued.

The policy provides coverage for up to 150% of insured Trip Cost under the Trip Interruption benefit. The maximum amount of coverage that Ms. ***** is allowed on her policy is $2,160.00. Our review also found that Ms. ***** was reimbursed $2,145.00; the maximum amount is $2,160.00. The remaining $15.00 will be reimbursed to her to provide the maximum allowable amount of coverage.

As the maximum amount will have been paid, there are no further benefits to extend under the Trip Interruption benefit.  The policy states that that coverage for Trip Interruption and Trip Interruption-Return Air Only cannot be combined. Unfortunately, the Trip Interruption Return Air only benefit would not apply to Ms. ***** as the Trip Interruption benefit was utilized. We are unable to reimburse is $155.61 of the expenses that were incurred to rebook new flights.

Ms. ***** emailed on 2/9/13 to acknowledge the receipt of her check and to state the amount was not correct. The claims analyst explained the payment amount and also asked that the Trip Delay expenses be broken out per person; this information was received on 2/17/13. After review of the information on 3/6/13, it was determined that payment for $25.65 for medical expenses and $339.46 for trip delay expenses. The amount of this check was $365.11.

In pertinent part, Ms. *****’s Policy states:

SCHEDULE OF BENEFITS

All coverages are per person                                          MAXIMUM LIMIT

Trip Interruption.................................................150% of insured Trip Cost

                                                                           up to a maximum of $150,000*

Trip Interruption--Return Air Only ......................................................$750*

* Coverage for Trip Interruption and Trip Interruption-Return Air Only cannot be combined.

DEFINITIONS

“Trip Cost” means the dollar amount of Trip payments or deposits reflected on any required enrollment form which are subject to cancellation penalties or restrictions paid by the Insured prior to the Insured’s Trip Departure Date. Trip Cost will also include the cost of any subsequent pre-paid payments or deposits paid by the Insured for the same Trip, after enrollment for coverage under this Policy provided the Insured amends his or her Enrollment Form to add such subsequent payments or deposits and pays any required additional plan cost prior to the Insured’s Departure Date.

To date, $2,145.00 has been reimbursed for expenses incurred under the Trip Interruption benefit. Under the policy purchased, we are unable to extend coverage under the Trip Interruption-Return Air Only benefit as the policy states this benefit cannot be combined with the Trip Interruption benefit. A check will be issued for the $15.00 Ms. ***** is still owed under the Trip Interruption benefit.

Ms. ***** mentioned in her complaint that she was not informed about the specifics on the Trip Interruption and Trip Interruption Return Air Only benefits. We are currently in the process of reviewing the conversations that took place with Ms. ***** to discuss her benefits and policy coverage. Once we complete our review, we will contact Ms. ***** directly with our findings. In the mean time, if Ms. ***** has additional questions, she may call us at anytime.

While we wish the outcome of our review 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 concerns.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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 hear from the business, once again reiterating their refusal to consider my claim, even though (regardless of what their policies are) their staff repeatedly misrepresented their policies to me.  Below is the response that I sent directly to the business on May 13th.  I have not yet heard back from them (which is fine, since I just sent it yesterday!)

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

Dear Ms. ************ – I am in receipt of your letter of April 12, revised May 10, 2013.
Regardless of what your policy may be - the reasonable person would not have understood – based on numerous e-mail and phone communications with your staff – that she was making an “either or” choice for compensation.  Your staff had multiple opportunities to clarify the policy, and a moral duty to do so.
As outlined in the information that I have previously sent to you, your staff repeatedly encouraged that I submit claims for both trip interruption and return air.  At no point did any customer service representative have the courtesy or decency to point out that this was an either/or decision.
I was misled by your staff and based on the information that I got from them made choices that I would not have made if I had not believed they were covered by the travel insurance. 
There were numerous opportunities for your staff to state the either or policy, and instead I was repeatedly encouraged to get myself home and deal with the claims process afterward.  This misrepresentation of your policy on the part of your staff has proven to be incredibly costly for me – the more so because I was also misled on whether it made a difference which airlines I purchased tickets on.  With the information I was given from your staff, I forfeited my American Airlines tickets to travelguard, believing that was the choice that was more economical overall  - certainly not understanding that you were going to require me to sign over my airline credits and leaving me holding the bag for a newly purchased return flight.
Should we not reach a satisfactory resolution to this dispute by May 30, 2013, I will initiate legal proceedings.  Whereas at this point I am requesting only compensation for the $1500 spent on return airfare, should I be forced to activate the legal system, I will also be asking that Travelguard cover my legal costs as well as damages.

Regards,

***** *****

 

 

Business Response:

To whom it may concern:

Ms. ***** indicates that she was not informed by Travel Guard that costs would be at her own expense. Our records indicate, on an email sent on 1/4/13, that Ms. ***** was informed that the policy operates primarily on a pay up front and file for reimbursement basis. Ms. ***** was then told that she was welcome to make her own arrangements and file for reimbursement. This was also discussed in a phone call on 1/4/13.

Ms. ***** states she is still looking for resolution of the $1,500.00 in expenses she incurred to return home. To date, Travel Guard has reimbursed all of Ms. *****’s claimed expenses in the amount of $2,315.61 under the Trip Interruption benefit. Ms. ***** was issued a check on 2/6/13 in the amount of $2,145.00. Ms. ***** was then issued a check on 5/13/13 in the amount of $15.00. A check was issued to Ms. ***** on 5/20/13 in the amount of $155.61.

The losses that Ms. ***** incurred during her trip totaled $2,315.61. These losses included the unused legs for original American Airline Tickets $330.25 (half of *****’s ticket) and $389.75 (half of Ms. *****’s ticket); taxi to the airport for $36.01; newly purchased United Airline tickets to return home $779.80 (*****’s new ticket) and $779.80 (Ms. *****’s new ticket).

We find that we have reimbursed all the Ms. *****’s losses incurred during her Trip Interruption. Ms. *****’s indicates several times in her complaint that she incurred over $1,500.00 of additional expenses. The additional expenses incurred for the newly purchased United Airline tickets to return home in the amount of $1,559.60 has been reimbursed to Ms. *****. There are no outstanding losses to reimburse.

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

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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 reject the response from Travelguard dated 5/28/13 because:

Travelguard’s math and logic is unsteady. 

·      Whereas their published policy states a 150% reimbursement of trip-costs for trip interruption, they now claim to be responsible only for the cost of forfeited return travel (quite different from the advertised 150% of trip costs.the cost)

Travelguard’s customer service agents were misleading.

·      Their agents did not accurately represent that there was an “either/or” choice to be made between seeking reimbursement for trip interruption and seeking reimbursement for return travel – this in spite of multiple e-mail and several phone conversations during which this could readily have been stated.  I have now requested several times that they point to where that clarification was made by their staff and have stated that this is something I specifically inquired about during a collect phone conversation – their responses remain vague.

I persist in my assertion that the reasonable person would have construed – via a combination of reading the policy and communicating with agents who are responsible for accurate representation of policies – that travel guard was extending coverage for medical expenses, trip interruption expenses, and return air.

I will proceed at this point with retaining a lawyer to move this grievance forward and will be seeking not only the expense reimbursement that I am due, but also legal fees and damages.

 

Regards,

***** *****

 

 

5/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: aI purchased on line tickets to the May 23rd Soccer match in St. Louis Missouri at the St. Louis Cardinals Busch Stadium. Each ticket is $80.00 I checked out online, submitted payment with my credit card number, and received a "Print" email to print my event day game tickets. Each ticket reads: Total Cost, $80.00. The transaction date for the tickets listed on my credit card was on April 2nd, 2013. Travel Guard Group, also placed a charge on my credit card for $56.86 on April 1st, 2013. I called the phone number associated with the charge and they provided me a policy number for "Event Insurance." (Policy#*********). I was not aware that I purchased "Event Insurance," through the website and it was not detailed on my tickets or receipt. I contacted TG through the practice required and sent a refund request to: refunds@ravelguard.com. I received an email back from ******** ****** who told me I had 15 days to dispute the charge on my credit card, however, I did not receive my credit card statement until the close date of April 25th 2013 and I was not made aware of the charge or provide a receipt. This event in question has not yet occurred as the date of this complaint, and I would like the BBB to review this case and have TG debit my credit card for the full charge which I did not authorize. I consider this a fraudulent transaction on my credit card.

Desired Settlement: Refund the credit card for the full transaction amount of $56.86.

Business Response:

Thank you for contacting Travel Guard. We have reviewed over the situation and what we have found is the policy was purchased on 04/01/13. From 04/01/13 until today the insurance has been active and covering your trip should you need to cancel and get reimbursement of the $568.56. This coverage information is outlined in the description of coverage. The description of coverage and price was sent to the email used to purchase the tickets. In the email there is full access to the refund period, which states:

    "Requests (for refunds) must be submitted to Travel Guard in writing

       within 15 days of the effective date of the coverage, provided it is not

       past the original departure date."

Unfortunately, we received the request on 05/16/13 which is past the refund window. This resulted in a denial of your refund request. We apologize about any confusion. We do value our customers and we are more than happy to make a onetime exception. The referenced policy is now cancelled with coverage no longer in effect. 

$56.86 will be verified and debited from Travel Guard within 48-72 business hours. Upon completion, this amount will be sent electronically to your credit card company.  The time frame for posting credits varies per merchant and may take up to 2-3 weeks for this to post to your account. Please verify the credit appears on your credit card statement and contact your credit card company directly with questions.

 

We look forward to servicing you in the future.

Sincerely,

  ******** ******  

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

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

Email: refund@travelguard.com

Fax: 1/###-###-####

Phone: 1/###-###-#### Ext. *****

 

5/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased the travel insurance for our trip to India. unfortunately the night/morning of travel, my husband got sick. Our insurance was effective as of the Dec 21, and as per the terms: " Effective Date:After any required Enrollment Form is completed, Trip Cancellation coverage will be effective for an Insured at 12:01 a.m. Standard Time on the date following receipt by the Insurer or the Insurer’s authorized " We were scheduled to travel on the 22nd of Dec but the morning of, my husband got sick and we had to go to the doctors. We went to the doctors' on Dec 22nd and he mentioned that it might have something to do with the food we ate. All we know is on the 22nd he was not in the situation to travel so we had to cancel our plan. Insurance is saying that this is PRE-EXISTING so they won't cover as it happened on the 21st. If the insurance was in effect and something happens, insurance pays for it. From a company like Travel Guard this was not accepted.

Desired Settlement: We would like for the insurance to stand up to its word and pay for it. The insurance was in affect when my husband got sick, It was not that he was sick from before. No body plans on getting sick, especially not when they are going to meet their sick mom. what is the point of insurance if this is how the company treats you when it's needed.

Business Response:

To whom it may concern:

We have completed our review of Ms. ****’s Trip Cancellation claim for response to the concerns Ms. **** raised in her complaint. 

According to the claim records, Ms. **** made her Initial Trip Payment for her Trip on 10/26/12. Ms. **** elected to purchase travel insurance through ***** *** *** for her Trip on 12/20/12, becoming effective on 12/21/12. Her anticipated dates of travel were 12/22/12 through 1/20/13.

A call was received from Ms. **** on 12/24/12 to initiate a Trip Cancellation claim due to Mr. ****’s medical condition. The claim documentation was received on 1/2/13. Review of the claim forms and documentation on 1/11/13 determined that medical records were required. Ms. **** did not purchase the insurance with her Initial Trip Payment and did not qualify for the Pre-existing Medical Condition Exclusion Waiver.

Medical records from ******** ******* Family Practive were received on 2/4/13. An email was sent to the ******* on 2/8/13 indicating that we were still waiting on medical records.  We received medical records from Medicentres on 3/18/13. Per Ms. ****’s request, copies of the medical records were mailed to her on 3/20/13.

After all the required documents had been reviewed, the claims adjuster found the records indicated that symptoms for Mr. ****’s medical condition occurred on 12/21/12. The policy effective date was 12/21/12. As symptoms for the medical condition first manifested on 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:

DEFINITIONS

“Initial Trip Payment” means the first payment made to the Insured’s Travel Supplier toward the cost of the Insured’s Trip.

PRE-EXISTING MEDICAL CONDITION EXCLUSION WAIVER

The Insurer will waive the pre-existing medical condition exclusion up to a maximum of the first $25,000 of Trip Cost per person if the following conditions are met:

1.     This plan is purchased with Initial Trip Payment;

2.     The amount of coverage purchased equals all prepaid, nonrefundable 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 with payment or deposit for any subsequent Trip arrangement(s);

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: …

(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 Ms. ****’s policy effective date of 12/21/12 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. 

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 concerns.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

5/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased travel insurance that my travel agent suggested for a trip. Date of purchase was on 2-20-2013. This insurance was for a flight from Jacksonville, Florida for May 13, 2013 through May 29, 2013 to go to Philadelphia, PA. Purpose of this trip was to visit my ** year old Father. On Feb. 26, 2013 I received a phone call from family stating my Father was in the hospital after having had a TIA(mini-stroke). This was his second time in the hospital within 1 week. I cancelled this flight and made another flight arrangement to be there with my Father on March 16, 2013 through April 29, 2013. I was told by the travel agent at ************ that I would have to purchase this 2nd flight and make a claim with Travel Guard to receive a refund back on the first flight I booked. I submitted claim # ******* to Travel Guard along with all documentation they requested including a physician statement I paid $25.00 to my Father's physician to fill out. I checked on Travel Guard computer site and saw they had received everything they needed from me. I was told I had to wait 30 days for a response from Travel Guard. After 30 days it was noted on the computer site that my claim was denied and that I would receive a notice in the mail. I recived an email from a person named ****** ************ (###-###-####) from ******* ****** *** ********** of WI and she informed me she had tried to call me and could not reach me. I was informed in this email that my claim was denied. I called her on May 29th to discuss the denial. I explained to her the circumstances of why I had to cancel and rebook for an earlier date to take care of my Father. My Father had a care-giver in the home previously who was needing respite from him. He has dementia, anxiety and had two mini-strokes. He also has diabetes, high blood pressure and dizzy spells. He cannot be left alone or will not eat or take his medicine. His safety is also at risk if he is left alone. I had to go and care for him. She informed me his physician wrote down he had anxiety and they would not cover this. I tried to inform her of what the other diagnoses was on that paper she had and she admitted she could not read it. She said she would look into it and call me back by Friday, May 3, 2013. I put a call in today to speak with her again and can only leave a message at a number and not at her desk. This plane ticket cost me $206.25. and was told by the travel agent I would get this refunded.

Desired Settlement: Refund of $206.25

Business Response:

To whom it may concern:

We have completed our review of the concerns Ms. ***** raised in her complaint. 

According to the claim records, Ms. ***** purchased airfare to Philadelphia on 2/20/13 through Cheapair.com for the travel dates of 5/21/13 through 5/29/13. Ms. ***** also elected the option to purchase travel insurance through Cheapair.com for her trip, becoming effective on 2/21/13. Ms. ***** called to initiate a claim on 2/26/13 due to her father’s medical condition. We received claims documents on 3/29/13 from Ms. *****.

 

Review of the claim forms and documentation determined that Ms. *****’s father was diagnosed with anxiety. The Attending Physician Statement indicates that the reason for the cancellation of the original airfare was due to anxiety that was diagnosed on 2/17/13. Ms. *****’s policy does not provide coverage for anxiety; this is listed as a general exclusion. Ms. ***** indicates that the reason for the cancellation was due to transient ischemic attack (TIA) or mini stroke. The information provided does not include transient ischemic attack as a diagnosis which Ms. ***** indicates was the reason of her Trip Cancellation. Therefore, in lieu of this information, we would like to offer Ms. ***** the opportunity to furnish our office with information to support that the cancellation was due to her father having a transient ischemic attack.

Ms. ***** states that she was charged $25.00 by her father’s physician to fill out the Attending Physician Statement we required to process the claim. Please submit proof of payment for this incurred expense for reimbursement.

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

GENERAL EXCLUSIONS

In addition to any exclusions which apply to a particular benefit (called “Additional Exclusions”), no coverage will be provided for any loss caused by: … (j) mental, psychological, or nervous disorders including, but not limited to, anxiety, depression, neurosis, or psychosis; …

Trip Cancellation and Interruption

The Insurer will pay this benefit up to the Maximum Limit shown on the Schedule of Benefits if a Trip is canceled or interrupted due to any of the following unforeseen reasons: (a) Sickness, Injury, or death of an Insured, Immediate Family Member, Traveling Companion, or Business Partner. Injury or Sickness must be so disabling as to reasonably cause a Trip to be canceled or interrupted; …

The information that we received from Ms. *****’s father’s physician indicates that anxiety was the primary diagnosis that caused Ms. ***** to cancel her original airfare. 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 her policy. We would like to offer Ms. ***** the opportunity to supply our Quality Assurance department with medical records to verify the reason for the cancellation was due to her father having a transient ischemic attack. We also encourage Ms. ***** to submit the expenses she incurred to obtain her father’s physician’s statement for reimbursement. This information can be mailed to: Travel Guard; ** *** *** ******* ****** ** *****, or faxed to: ###-###-#### or ###-###-####.

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 concerns.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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,

****** *****


5/17/2013

Dear Sir(s).

I did purchase air fare with ************ for travel to Philadephia for 5-21-13 through 5-29-13.  I also purchased the travel insurance for this trip.

Prior to going on this trip I was called by family members that my Father had been in the hospital twice within 10 days.  I was informed that the emergency room physician told my family my Father had a TIA (mini-stroke).  At this time, due to the fact my Father's caregiver needed much needed respite from caring for him I decided to go to Philadelphia earlier to care for him.  At this time I cancelled the 5-21-12 though 5-29-13 flight with ********.  At the same time I made an earlier reservation with insurance again to leave on 2-20-13 through 5-29-13 so I could get there and care for him.  ******** would not switch my ticket I earlier purchase and told me I would have to take it up with the insurance company for reimbursement which I have done.

While he was in the hospital, by the time his regular physician came to the hospital the signs and symtoms of the TIA subsided and left him with anxiety.  His regular physician did not see him when he had the symptoms of TIA.  This is not odd for this to occur as most TIA's subside in less than 24 hours.  His symptoms were numbness in face, could not properly speak, and disorientation.  Anyone in the medical profession can tell you that TIA's do not last long.

My Father also has high blood pressure, vascular type dementia, and diabetes history.  If left alone he will not eat properly and is not able to take his medications properly.  He is ** and is failing.

His physician that filled out the physican statement wrote anxiety because this was his discharge diagnosis.  His office where I had to go and pay $25.00 does not except credit cards and I paid them $25.00 in cash and have no receipt to show you.

His office will demand another $25.00 to fill out another form or letter.

I did not cancel the May flight for the fun of it.  I needed to be there to care for my Father and went.

I feel they are just running me around in circles so as not to rebate me back my first made flight.

I do hope this situation can be resolved and I thank you for your assistance.

Sincerely,

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

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

 

 

Business Response:

To whom it may concern:

We have completed our review of the concerns Ms. ***** raised in her complaint. 

The Attending Physician’s Statement indicated that the reason for the cancellation of the original airfare was due to her father’s medical condition which was diagnosed on 2/17/13. The claim was originally denied as Ms. *****’s policy does not provide coverage for the specified medical condition. This medical condition is listed as a general exclusion.

The claim was then reviewed by our Quality Assurance Department on 5/10/13. Quality Assurance contacted Ms. *****’s father’s Physician and discussed his medical condition in detail. After the discussion, it was determined that his symptoms were not related to the medical condition listed on the Attending Physician’s Statement. We were able to find a payable medical condition which allowed for payment beyond the original non-covered medical condition.

The claims adjuster attempted to contact Ms. ***** to inform her of the outcome, but the calls would not go through to the two phone numbers on file. The claims adjuster then emailed Ms. ***** to advise her of the payment. The amount being reimbursed was $196.30 US Airways + $9.95 ************* booking fee = $206.25. The check was issued on 5/13/13 in the amount of $206.25 and mailed to Ms. *****’s address on file.

The expenses for the medical records are refundable with proof of the payment. To help assist Ms. *****, we will have her claims adjuster contact her father’s physician to provide us with a receipt for the expense she incurred to have the Attending Physician’s Statement completed. Once this is received and confirmed, we can issue Ms. ***** reimbursement for the $25.00 she incurred.

If Ms. ***** receives a copy of the receipt for the expenses she incurred to obtain her father’s physician’s statement before hand, please send this information to: Travel Guard; ** *** *** ******* ****** ** ****** or fax to: ###-###-#### or ###-###-####.

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

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

Consumer Response:

Thank you for your assistance.  I received a rebate in the amount of $206.25 from the Travel Insurance.

Mrs. ****** *****




[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,

 

****** *****

 

 

 

5/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In October of 2012, we were scheduled to take a cruise, which Travel Guard had insured. When the cruise date arrived, I was in the hospital with an infection in my colon. Shortly after that date, we filed to received a refund of our cruise costs, but Travel Guard has termed my hospital stay as a "pre-existing condition". They said I contacted a doctor less than 120 before purchasing their insurance, which disqualified me from receiving a refund. That is outrageous! At no time did their policy say anything about being ill 120 days prior to purchasing their insurance. I did not have an infection when we booked the cruise, nor did I have an infection when we purchased their insuarance, so we feel they are a fraud and should be investigated for such. We need to have our cruise expenses refunded to us. That is the purpose of purchasing trip insurance, and now we find they are not a reputable company. Please help us with this issue. Thank you so much

Desired Settlement: that Travel Guard would be made to honor their insurance coverage. They had insured at least 10 trips for us, and even insured an additional trip AFTER they started the process of processing our claim for this trip. Wouldn't that constitute fraud, to take our money for yet another trip, while they are trying to disprove coverage on a former trip?? this company has no integrity! We are not wealthy people. We save money to go on one trip a year, then to have something this disturbing happen, something totally out of our control, and Travel Guard does something this un-professional! We need help with this, as they believe they are above the law. I do intend to contact our attorney in regard to this matter also, but if you could help, that would be wonderful.

Business Response:

To whom it may concern:

We have completed our review of Ms. ******’s Trip Cancellation claim for response to the concerns Ms. ****** raised in her complaint. 

According to the claim records, Ms. ****** purchased made her Initial Trip Payment for her Trip on 2/21/12. Ms. ****** elected to purchase travel insurance through Travel Guard for her Trip on 9/17/12, becoming effective on 9/18/12. Her anticipated dates of travel were 10/27/12 through 11/4/12.

A call was received from Mr. ****** on 10/25/12 to initiate a Trip Cancellation claim due to Ms. ******’s medical condition. The claim documentation was received on 1/15/13. Review of the claim forms and documentation on 1/28/13 determined that Ms. ****** had previously received medical treatment for the medical condition which caused the Trip Cancellation. Ms. ****** did not purchase the insurance within 15 days of her Initial Trip Payment and did not qualify for the Pre-existing Medical Condition Exclusion Waiver. The Attending Physician’s Statement form indicated that Ms. ****** was previously treated for her medical condition, so we required medical records from all the physicians listed on her claim forms. We also sent a letter to the ******s requesting proof of the Trip payment and if any portions of their Trip were refunded by their Travel Suppliers.

The credit card statement was received from the ******s on 1/30/13. Medical records from Consultants in Gastroenterology were received on 2/7/13. An email was sent to the ******s on 2/14/13 indicating that we were still waiting on medical records. We received medical records from Dr. Metry’s office on 3/4/13. An email was sent on 3/4/13 to the ******s advising them that we still required additional documents to continue the review of their claim. Medical records from North Kansas City Hospital were received on 4/2/13 and from Infectious Disease Specialists on 4/16/13.

After all the required documents had been reviewed, the claims adjuster found the records indicated that treatments for Ms. ******’s medical condition occurred on 7/2/12, 7/3/12 and 7/26/12. It is also documented that on 9/19/12 it was reported that symptoms of the medical condition had occurred for the past five to six days. The policy effective date was 9/18/12. 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.

Ms. ****** in her complaint indicates that she purchased insurance for another Trip and questions if this is fraud. Our records indicate that this policy is for travel dates of 3/8/13 through 3/17/13. Ms. ****** purchased the same Gold plan. For her new travel, Ms. ****** did purchase the plan within 15 days of the Initial Trip Payment and has met the first condition of the Pre-Existing Medical Condition Exclusion Waiver. If the other conditions are met under the Pre-Existing Medical Condition Exclusion Waiver, the Pre-Existing Medical Exclusion will not apply. Since Ms. ****** did not meet the 15 day condition for the Pre-Existing Medical Condition Exclusion Waiver, under the Policy that generated this complaint, the claim was formally denied as a loss due to Pre-Existing Medical Conditions is specifically excluded from coverage under the Policy purchased.

In pertinent part, Ms. ******’s Policy states:

DEFINITIONS

“Initial Trip Payment” means the first payment made to the Insured’s Travel Supplier toward the cost of the Insured’s Trip.

PRE-EXISTING MEDICAL CONDITION EXCLUSION WAIVER

The Insurer will waive the pre-existing medical condition exclusion up to a maximum of the first $30,000 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.

GENERAL EXCLUSIONS

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

(s)    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 180 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 180 day period immediately preceding and including Ms. ******’s policy effective date of 9/18/12 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. 

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 concerns.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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,

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

 

No, their response is not acceptable.  They are an insurance company, therefore they "gamble" that you will not have to cancel and have a refund.  We insured our trip under good faith that we would not have to cancel.

As all my doctors have stated, there was no reason to believe that my condition could not be healed.  It was not pre-existing, as I didn't have it when we scheduled the trip, not did I have an infection when we purchased their insurance.  I don't believe that all my doctor visits prior to purchase of the insurance was for my colon anyway.  They have indicated that they were, but they weren't.  We have insured through Travel Guard for over 10 trips, with never a problem.  Now, the one time we have a problem, they are trying to skip out of their responsibility.  I see they have no integrity, but I still believe we are due a refund.

 

Thank you for any help you can give us.

 

****** & ***** ******

 

 

Business Response:

To whom it may concern:

We have completed our review of Ms. ******’s Trip Cancellation claim raised in her complaint. 

The Attending Physician Statement that was completed by Dr. Henry indicated that Ms. ****** was previously treated for her medical condition. Ms. ****** did not purchase the insurance within 15 days of her Initial Trip Payment and did not qualify for the Pre-existing Medical Condition Exclusion Waiver. As the Attending Physician’s Statement form indicated that Ms. ****** was previously treated for her condition and she didn’t qualify for the Pre-existing Medical Condition Exclusion Waiver, we required medical records from all the physicians listed on her claim forms to rule out a pre-existing condition. We requested medical records between the dates of 3/21/12 through 10/27/12.

Ms. ****** indicates that she doesn’t believe that her doctor visits, prior to purchasing the insurance, were for medical condition that caused her Trip Cancellation. The records we received from Consultants in Gastroenterology indicated that Ms. ******’s was treated for symptoms of her medical condition on 7/2/12. After the physicians reviewed the tests, Ms. ****** was diagnosed for her medical condition on 7/3/12. Dr. Metry’s medical records documented that on 7/26/12 was being treated for her condition, and on 9/19/12 it was reported that symptoms of the medical condition had occurred for the past five to six weeks.

Symptoms, diagnosis and treatment has been verified to have occurred during the 180 day period immediately preceding and including Ms. ******’s policy effective date of 9/18/12 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. 

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 concerns.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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,

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

 

no, I do not accept their response.  And I also realize that there is absolutely nothing I can do about their dishonesty and lack of integrity.  It was NOT a pre-existing condition, no matter how they want to term it.

They have obviously found a loop hole that they can use, so I'm sure they will do that.  I realize, also, that you must close this case in some manner, so do what you must do.  I appreciate your help.  When you are dealing with an

unscrupulous company like Travel Guard, there doesn't seem to be much way to argue your case, once they find a loop hole to hide in.

 

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

 

 

5/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Feb.12,2013 we booked a cruise with *******, to Australia and New Zealand do depart in Feb.2014. We sent Travel Guard via Amer Express , $1452.00 for Travel Insurance. We cancelled this trip on Mar.1, 2013, and ******* refunded our entire deposit, on Mar.2, 2013. On March 1, 2013, we booked a cruise on Regent Seven Seas, to S. America, to depart Dec. 8,2013, and sent Regent a deposit of $2444.70. At that time Travel Guard requested and was sent an additional $174.00 since this trip was more expensive than the first. Due to my health problems, (I suffer from Hepatitis C) at the request of my Dr.,I was forced to cancel this trip on or about April 15, 2013. Regent returned my deposit, less $200.00. Travel Guard has refused to return the $1626.00. Regent says that I can put in a claim for the $200. Travel Guard intends to keep the $1626.00 that I sent them, although they did nothing for me. Travel Guard further said that if I travel within two years they will apply this money towards travel insurance. I never signed any contract with Travel Guard, nor was I ever advised that there were "no refunds".

Desired Settlement: I would like Travel Guard to return $1626.00.

Business Response:

Good Afternoon,

Thank you for contacting Travel Guard regarding the complaint filed by Mrs. ******** regarding a policy she purchased with our company on 2/17/13.

We value our customers greatly and are happy to review Mrs. ********'s request for a premium refund, however, any requests for a premium refund must be sent to us, in writing. To date, we have yet to receive a written request for a premium refund from Mr. & Mrs. ********.

As stated in the statisfaction guarantee that is listed in the description of coverage, requests for refunds must be submitted to Travel Guard, in writing, within 15 days of the purchase date of the policy provided it is prior to the departure date and no losses have been incurred.

According to Mrs. ********'s complaint, they did incur a $200.00 penalty from the cruise line due to the trip cancellation. It is our recommendation that they contact our Claims department at ###-###-#### and file a claim against the policy to potentially be reimbursed for this cancellation fee. One of our Claims analysts will work one-on-one with her to process their claim for their losses.

If the policyholders prefer to pursue the premium refund instead of filing a claim, then they will need to submit a request to us, in writing, to refund@travelguard.com. Because a penalty has been incurred, and it is past our 15-day satisfaction guarantee time frame, we cannot, however, guarantee that her request would be approved but it most certainly would be reviewed.

We thank you for your time and please, don't hesitate to contact us should you require any additional information.

Consumer Response:

Better Business Bureau: re Complaint ID *******

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 indicates in it's response, that since I did not request a refund in writing within 15 days of my purchasing a policy, that their "Satisfaction Guarantee" will most likely not be honored.  The reason I made no written request, was that immediately after I cancelled my trip, my Travel Agent, ******* *****, made the request by phone and was denied. I was unaware of any requirement of a written request, and since I had been denied a refund verbally, that would seem to be a waste of time. Nevertheless they now ask me to make a request in writing for a refund. Obviously, they have received a copy of the written request for my refund from BBB.  However, I will satisfy their request and submit a separate written request for a refund .[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

5/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased "cancel for no reason" travel insurance from Travelguard for my son ******* ******** (policy is in his name. #*******) My deposit was $300.00. The trip was intended as a wedding gift for my son.Unfortunately the wedding never took place so I had to cancel the trip.After calling Travel Guard I was told to fax my info over to them. That was Jan.15th.....I also had to pay the cruise line a cancelation fee of $75 that they said WOULD be refunded back to me by the insurance company (apparently that was common practice I was told). So far I am into this $375...so I am expecting to recoup my money..right? Well almost four and a half months go by and I don't receive anything.I made numerous calls only to be given different excuses why they haven't sent a check yet. Well I called again yesterday and low and behold...I went online and they sent me a check......for only $56!!! So I called and asked why so little and the rep told me that she really doesn't understand how the adjusters come up with their figures.But she did tell me that I would only be getting 75% of my claim back anyway.Apparently I was never informed of that when I purchased this from the online travel agent over the phone. I was also told that the $120 I paid for the insurance was not refundable as well...Okay then that leaves me with at least $255 for a refund.And if I was to only get 75% of that... the grand total would be about $191.00!!!! So how is it the settle with me for $56? ...I don't really expect to hear from Travel Guard again.I gave them my phone numbers so that they could get back to me..but I don't think that's going to happen according to past experience..It really doesn't take a math wiz to figure this one out...PLEASE HELP

Desired Settlement: To get the refund that I'm entitled too. That's why I purchased travel insurance

Business Response:

To whom it may concern:

We have completed our review of Mr. ********’ Trip Cancellation claim for response to the concerns Mr. ******** raised in his complaint. 

According to the claim records, a claim was initiated on 1/7/13 by Mr. ******** under the Cancel for Any Reason benefit. The claim documentation was received on 1/15/13; on 1/30/13, the claims analyst sent a letter to Mr. ******** to inform him that the claim as being reviewed.

Our review of the information found that Mr. ********’ total trip cost including the insurance was $703.02. A refund was provided from the cruise line in the amount of $506.02. The insurance premium was $122.00. The remaining amount was $75.00 for the cancellation penalty. The plan purchased includes the option to Cancel for Any Reason by reimbursing up to 75% of the prepaid, forfeited, non-refundable payments or deposits for insured Trip arrangement(s). The prepaid, forfeited amount is $75.00. The payment of $56.25 that was reimbursed to Mr. ******** is 75% of the forfeited Trip Cost.

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

“Trip Cost” means the dollar amount of Trip payments or deposits reflected on any required enrollment form which are subject to cancellation penalties or restrictions paid by the Insured prior to the Insured’s Trip Departure Date. Trip Cost will also include the cost of any subsequent pre-paid payments or deposits paid by the Insured for the same Trip, after enrollment for coverage under this plan provided the Insured amends their enrollment form to add such subsequent payments or deposits and pays any required additional plan cost prior to the Insured’s Departure Date.

CANCEL FOR ANY REASON COVERAGE

If the Insured is prevented from taking the Trip for any reason not otherwise covered by this plan, the Insurer will reimburse the Insured for 75% of the prepaid, forfeited, non-refundable payments or deposits for insured Trip arrangement(s) up to the Maximum Limit shown for this benefit in the Schedule provided the following conditions are met:

1. the Insured purchases this Cancel for Any Reason Coverage within 15 days of the date the Insured’s Initial Trip Payment or deposit is paid and insures the cost of any subsequent arrangement(s) added to the same Trip within 15 days of the date of payment or deposit for any subsequent Trip arrangement(s); and

2. this insurance coverage is purchased for the full cost of all nonrefundable prepaid Trip arrangements that are subject to cancellation penalties and/or restrictions; and

3. the Insured cancels the insured Trip no less than 48 hours prior to the Departure Date.

This coverage will be terminated and no benefits will be paid under this Cancel for Any Reason Coverage if the full costs of all prepaid, non-refundable Trip arrangements are not insured. Any plan cost paid for this Cancel for Any Reason Coverage will be refunded.

We find that this claim has been properly adjudicated under the terms and conditions of the Policy purchased.  Based on the information we received, a refund was provided by the cruise line in the amount of $506.02 and the insurance premium of $122.00 is non-refundable. Mr. ********’ forfeited Trip Cost is $75.00. The maximum allowable amount of $56.25 has been paid under the Cancel for Any Reason benefit. We find there are no additional expenses to reimburse as the maximum allowable amount has been paid.

While we wish the outcome of our review 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. ********’ concerns.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

5/13/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a flight to Vancouver, British Columbia and unfortunately, my father is ill and I want to be near home in the event anything happens. When I called Travel Guard to explain the issue, they wanted documentation from a physician. My father resides in another country and a physician's note is not easy to obtain. The customer service agent on the phone was not sympathetic at all and basicaly said she can put the claim through but I would not have a good chance of getting my refund.

Desired Settlement: I purchased the insurance on this flight for this very reason and am extremely disappointed Travel Guards' policies and rules have no flexibilty..

Business Response:

To whom it may concern:

We have completed our review of Ms. ****’s Trip Cancellation claim for response to the concerns she raised in her complaint. 

According to our records, Ms. **** called us to initiate a Trip Cancellation due to a family member’s medical condition on 4/25/13.  Claim forms providing the required documentation needed were emailed to Ms. **** at ********************.  On 4/30/13, Ms. **** emailed us requesting to cancel her claim. 

Ms. **** mentioned in her complaint that medical documentation is hard to obtain.  Unfortunately, in order to properly review Ms. ****’s loss under the policy purchased, this documentation is required.  Should Ms. **** wish to re-open her claim and submit the required documentation, we welcome her to contact our claims department at *************.

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

Sincerely,

***** ****

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

###-###-####

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

5/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Travel Guard Policy # ********* **** ****** P1 10/2009 Coverage effective date 02/16/2013 Total cost $38.00 I purchased a travel insurance to cover my trip from New York to Kingston Jamaica that covers myself and a rental car. I had to extend my stay because I got sick and all additional charges were submitted in a clain to Travel Guard after the doctor gave the OK to return home to New York. Immediately Travel Guide refuse to pay for the additional cost of the car for the extra week and I questioned the representative why it was not covered she said she would get back to me which she never did. On April 8, 2013 I received a letter requesting documents that I submitted and wanted profound information of my illness, what about my confidentiality, I call the representative on April 12 2013 and was told if she did not call me on that day she could call me on April 15, still no call. I notice that Travel is now giving me the run around about paying out, allegedly a case of misrepresentation and poor customer service.

Desired Settlement: I would like the total payment submitted for the case and the cost of the car for the extra week. I submitted a letter from the doctor and in the letter from the representative requesting another letter I guess to detour me.

Business Response:

To whom it may concern:

We have completed our review of the concerns Mr. ******** raised in his complaint. 

Our records indicate that Mr. ******** called to initiate a claim on 3/5/13 for medical expenses incurred while on his Trip. We received claims documents on 3/17/13 from Mr. ********. In these documents, we determined that we required original receipts or bills for the medical expenses incurred, proof of payment for the medical expenses incurred while on your Trip, and a copy of the Physician’s statement specifying the reason for medical treatment.

The policy purchased requires, that for Medical Expenses incurred, that we obtain receipts from providers of service including the amount paid and indicating the diagnosis and treatment. We also require copies of any healthcare plan, other medical insurance or travel accident insurance cards Mr. ******** may have. The Medical Expense benefit is secondary to any other coverage Mr. ******** may have. We would also need to have the Authorization of Release of Information to be signed and returned. Once this information is provided to us, we can continue to review Mr. ********’s Medical Expense claim.

 

Mr. ******** also indicates that Travel Guard refused to pay the additional cost of a car for an extra week. This information had not been submitted for review. We can neither pre-approve nor deny claims without reviewing all the information submitted. We encourage Mr. ******** to submit these expenses for review.

Mr. ******** states that he suffered a medical condition which delayed his return home. The policy purchased does also include coverage for Trip Delay if Mr. ******** was delayed due to a covered reason for 5 or more hours. This can help to reimburse reasonable additional expenses incurred for meals and accommodations up to a maximum limit of $750 ($150 per day) per person. We encourage Mr. ******** to submit any reasonable additional expenses he may have incurred for meals and accommodations while being delayed due to his medical condition. We would require all receipts from the additional expenses incurred.

In pertinent part, Mr. ******** policy states:

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 You cancel Your Trip or are unable to continue on Your Trip due to the following Unforeseen events:

a)     Sickness, Accidental Injury, or death of You, Your 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. …

Trip Interruption: unused, non-refundable travel arrangements prepaid to the Travel Supplier.

Trip Delay: The Insurer will reimburse You for covered expenses on a one-time basis, up to the maximum shown in the Schedule of Coverages and Services, if You are delayed en route to or from the covered Trip for 5 or more hours due to a covered delay. Covered expenses include any reasonable additional expenses incurred for meals and accommodations. Covered reasons for trip delay include the events listed under Trip Cancellation and Trip Interruption and: Carrier-caused delay (including Inclement Weather); You or Your Traveling Companion being delayed by a traffic Accident while en route to a departure, in which You or Your Traveling Companion is directly or not directly involved; lost or stolen passports, money, or travel documents; or Natural Disaster.

Part B – MEDICAL PROTECTION

Emergency Accident and Sickness Medical Expense: The Insurer will pay benefits up to the maximum shown on the Schedule, if an Insured incurs Covered Medical Expenses as a result of an Accidental Injury which occurs on the Covered Trip or a Sickness which first manifests itself during the Covered Trip.

Emergency Treatment means necessary medical treatment, including services and supplies, which must be performed during the Covered Trip due to the serious and acute nature of the Accidental Injury or Sickness. Covered Medical Expenses are necessary services and supplies which are recommended by the attending Physician. They include but are not limited to: the services of a Physician; charges for hospital confinement and use of operating rooms; charges for anesthetics (including administration), x-ray examinations or treatments, and laboratory tests; ambulance service, drugs, medicines, prosthetics, and therapeutic services and supplies; emergency dental treatment for the relief of pain. The Insurer will not pay benefits in excess of the reasonable and customary charges commonly used by Physicians of medical care in the locality in which the care is furnished. …

Excess Insurance Provision:

The coverage under parts A, C and D are secondary to any coverage provided by a Common Carrier and all other valid and collectible insurance indemnity and shall apply only when such other benefits are exhausted.

CLAIMS PROCEDURE

All accident, health, and life claims will be administered by Mercury Claims & Assistance of WI, LLC. To facilitate prompt claims settlement: …

MEDICAL EXPENSES: Obtain receipts from the providers of service, etc., stating the amount paid and listing the diagnosis and treatment.

At this point, we are waiting on original receipts or bills for the medical expenses incurred, proof of payment for the medical expenses incurred while on your Trip, a copy of the Physician’s statement specifying the reason for medical treatment and front and back copies of any healthcare plan, other medical insurance or travel accident insurance cards. Once this information is received, we can proceed in the review of the Medical Expense claim. We also encourage Mr. ******** to submit his expenses incurred for the rental car and if he had incurred any expenses for meals or accommodations.

 

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

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

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 refuse to give profound information of medical history for a claim less than. All the addition inform for the car was not submitted to me and in addition the representative only called once and I returned her called few days after and my phone call was never return. Alleged the are giving a true report. I am going to keep it professional and diplomatic. I submitted my credit card a letter from the doctor. I explained that my legs were swollen with fever and I was unable to walk. Jamaica does not operate like the Midwest even NYC & NJ laws are different. All this additional required only a few was asked for. My credit statement were submitted with the name of the pharmacy on both. It's quite obvious that the insurance company does not want to pay the claim. Why can't they get the copy of the insurance from the department that sells the policy. This is the same company and I am in the system. The experience puts a sour taste in my mouth about this company and congress and insurance needs to be aware of incidents like this. I would appreciate the information required for the car mail to my address for my records.

Regards,

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

 

 

Business Response:

To whom it may concern:

Per the Policy, medical records are required to review Mr. ********’s medical expenses. Unfortunately, without the requested medical documents, we are unable to continue the review of Mr. ********’s medical expenses. We would also require proof of payment of the rental car and a copy of the rental agreement to review the expenses incurred for the car Mr. ******** rented. We also encouraged Mr. ******** to submit any Reasonable Additional Expenses as defined under the Trip delay benefit.

Mr. ******** indicates that he provided us with a copy of his credit card showing charges incurred at a pharmacy, and a letter from his physician. We have not received the copy of credit card charges and letter from Mr. ********’s physician. To date, we have received a copy of the ********* ******** ticket stub, credit card statement showing amount paid for airline ticket, the confirmation from Travel Guard to change travel dates on the policy and ********* ******** ticket confirmation page. Once the requested information is provided to us, we can continue to review Mr. ********’s claim.

In Mr. ********’s complaint, he states that we obtain a copy of the insurance from the department that sells the policy and that this is the same company in the system. We are unclear as to what Mr. ******** is requesting. More details to respond to this statement would be greatly appreciated. Mr. ******** also requests that information be sent to him for his records. What type of information is being requested? Mr. ******** is encouraged to contact his adjuster, ********* *******, at ###-###-#### to help with this question and request.

While we wish the outcome of our review 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.

Sincerely,

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

Quality Assurance Representative

On behalf of NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA

5/7/2013 Problems with Product/Service | Complaint Details Unavailable
5/5/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a travel warranty from Travel Guard as a extra protection while I was traveling. during my travel my cosmetics bag and clothing which was lost and I called ****** ******** to inform this of this as soon as I landed. They took a report and asked me to contact the Travel Guard insurance company and provided me their telephone information. I contacted the company and they assured me they would assist me in reimbursing me if my cosmetic bag and apparel was not found. I sent them all the documents with receipts and waited patiently for them to contact me. They never did. This is when I called their customer service to find out the status. I was told it was now being handled by another department- Quality Assurance and I would be contacted. There is no way for me to contact them besides leaving a message. I left several messages for this company. After weeks of waiting I got a letter stating they would be closing the claim because they could not help me. The reason why is cause I did not contact the Air line first. However this is untrue. I did contact the Airline and in face I did send the airline the receipts and all the other information they requested. I strongly feel like this company is manipulating the insurance system to not pay for the insurance which they offer.

Desired Settlement: I would like to be reimbursed the $743 for the missing items in my luggage.

Business Response:

To whom it may concern:

We have completed our review of Ms. ****’s Baggage & Personal Effects Loss claim for response to the concerns Ms. **** raised in her complaint. 

According to the claim records, Ms. **** purchased her airfare from ****** ******** on 1/4/13 for the travel dates of 1/15/13 through 1/21/13. Ms. **** also elected the option to purchase travel insurance on 1/4/13, becoming effective on 1/5/13.

A call was received from Ms. **** on 1/22/13 to initiate a Baggage & Personal Effects Loss claim due items that were missing from her luggage on her return flight home. During the claim set up, Ms. **** disclosed that a claim was not filed with Spirit and she did not request a copy of the loss report. The claim documentation was received from Ms. **** on 1/31/13.

Ms. **** called twice on 2/13/13 for status of her claim. Voicemails were left with Quality Assurance to return her calls. Quality Assurance returned Ms. ****’s call on 2/15/13. Ms. **** informed Quality Assurance that ****** ******** was notified of the loss. Quality Assurance asked Ms. **** to send a report showing the loss from ****** ********.

Our review of the information found that Ms. **** did not submit a copy of the incident/loss report from ****** ********. As ****** ******** was liable for the loss, a loss report or claim had to be filed. According to the Policy provision for Baggage/Personal Effects Losses, we require proof of this loss. As this report was not supplied, the claim was denied.

In pertinent part, Ms. ****’s Policy states:

The following provisions apply to Baggage D