Travel Guard Group, Inc.

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,
*** *** *** ***
***

Revdex.com:
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 pointThe representative I spoke with didn't even allow me the chance to file a claimIf what the business stated is true, this is in violationPerhaps 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 claimI hope the next rep I speak to knows they are not allowed to pre-deny a claimI feel my claim is viable as my husband was not medically stable enough to travel until our the originally scheduled departure date.
Regards,
*** ***

To whom it may concern:
This response is regarding the concerns of Ms*** relating to her Trip Cancellation claim
In the claim documentation submitted, it is indicated that Ms*** cancelled her trip due to a medical condition. As a result, Ms*** exchanged her
original travel arrangements incurring an increase in airfare in the amount of $for new travel datesUnfortunately, this is not recognized as a covered loss under the Trip Cancellation benefit
In pertinent part, Ms***’s policy states:
TRIP CANCELLATION & INTERRUPTION
The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:
(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner; …
Trip Cancellation Benefits: The Company will reimburse the Insured for Forfeited prepaid Trip Cost up to the Maximum Limit shown in the Schedule or Declarations Page for Trips that are canceled prior to the scheduled Departure Date due to any of the Unforeseen events shown above
It has been verified that the value of the original airfare was not forfeited and the additional airfare increase is not covered since it was not part of the original insured trip costs. Ms*** has been reimbursed for the $cancel fee imposed on the original airfare that was insured under the policy purchased. Based on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased
Thank you for the opportunity to review and respond to Ms***’s concerns. If Ms*** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####
Sincerely,
*** *** *** ***
* **

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 attorneyWe do not have permission to discuss and disclose any claim details from Mr***’s attorney
Sincerely,
*** ***
*** ***
***

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 deptat ###-###-####
Thank you for the opportunity to review and respond to Ms***’s concerns
Sincerely,
*** *** *** ***
***

To whom it concern:
This response is regarding the concerns raised by Ms*** regarding her claim.
According to the information provided, Ms***’s scheduled flight was cancelled on 09/16/by the airline. *** ***s has confirmed the flight was
cancelled due to mechanical failure of the aircraftIt is noted that while the travel arrangements were interrupted, additional expenses were incurred for meals and transportation. It has also been confirmed that due to the flight cancellation, both travelers missed pre-paid portions of the scheduled trip. As the flight cancellation was the result of a mechanical failure of the aircraft, benefits cannot be extended under the Trip Interruption coverage as carrier caused cancellations are not a covered risk on the policy purchased. The meal expenses that were incurred without receipt are not covered as the Trip Delay coverage indicates all items must be accompanied by receipts
Please refer to your policy wording, which states in pertinent part:
TRIP CANCELLATION AND INTERRUPTION
The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:
(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion, or Business Partner; 1) Injury or Sickness of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be cancelled or interrupted, or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the TripA Physician must advise cancellation of the Trip on or before the Scheduled Departure Date. 2) If the Insured must cancel or interrupt his/her Trip due to Injury or Sickness of a Family Member not traveling with the Insured, it must be because their condition is life-threatening, as certified by a Physician or because they require the Insured’s care3) 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 businessSuch disability must be certified by a Physician
(b) Financial Default of an airline, cruise line, or tour operator provided the Financial Default occurs more than days following an Insured's effective date for the Trip Cancellation or Trip Interruption BenefitsThere is no coverage for the Financial Default of any person, organization, agency, or firm from whom the Insured purchased travel arrangements supplied by othersThis coverage applies only if insurance was purchased within calendar days of Initial Trip Payment;
(c) Inclement Weather causing delay or cancellation of travel for at least consecutive hours;
(d) Strike resulting in complete cessation of travel services at the point of departure or Destination;
(e) the Insured’s Primary Residence being made Uninhabitable by Natural Disaster, vandalism, or burglary;
(f) the Insured's Destination being made Uninhabitable by a flood, tornado, earthquake, fire, wildfire, volcanic eruption, or blizzard that is due to natural causes, vandalism, or burglary;
(g) the Insured, or a Traveling Companion being subpoenaed, required to serve on a jury, hijacked, or quarantined;
(h) the Insured or Traveling Companion is called into active military service or leave is revoked or reassigned;
(i) a Terrorist Incident in a City listed on the Insured’s itinerary within days of the Insured’s scheduled arrival;
(j) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own, provided that he or she has been an active employee for the same employer for at least one yearTermination must occur following the effective date of coverageThis provision is not applicable to temporary employment, independent contractors or self-employed persons; or
(k) a named hurricane causing cancellation of travel to the Insured’s Destination that is Inaccessible or Uninhabitable The Insurer will only pay benefits for losses occurring within calendar days after the named hurricane makes the Insured’s Destination Inaccessible or UninhabitableBenefits are not payable if a hurricane is named on or before the effective date of the Insured’s Trip Cancellation coverage
TRIP DELAY
The Insurer will reimburse the Insured up to the Maximum Limit(s) shown on the Schedule for Reasonable Additional Expenses until travel becomes possible if the Insured’s Trip is delayed or more consecutive hours from reaching their intended Destination as a result of a cancellation or delay of a regularly scheduled airline flight for one of the Unforeseen events listed below:
(a) the Insured or Traveling Companion is quarantined;
(b) Common Carrier delay;
(c) the Insured’s or Traveling Companion’s lost or stolen passports, travel documents, or money;
(d) the insured being involved in or delayed due to a traffic accident while en route to a departure as substantiated by a police report;
(e) Strike;
(f) Inclement Weather which prohibits Insured’s departure;
(g) Natural Disaster
Incurred expenses must be accompanied by receipts
The policy further defines the following:
“Reasonable Additional Expenses” means expenses for meals, lodging, taxi fares, and essential telephone calls which were necessarily incurred as the result of a Trip Delay and which are not provided by the Common Carrier or any other party free of charge
It has been verified that the claim value included the cost of additional transportation expenses, missed tour fees, additional tour fees and meal costs that did not have receipts. The policy purchased does not recognize carrier caused cancellations such as mechanical failures as a covered risk under the Trip Interruption benefit. The meal expenses that do not have receipts are not covered as the Trip Delay benefit indicates incurred expenses must be accompanied by receipts. Based on the documentation included in Ms***’s claim file, we have determined that the remaining expenses being claimed are not covered under the terms and conditions of the policy.
While we wish the outcome of our review of Ms***’s claim could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased.
Thank you for the opportunity to review and respond to Ms***’s complaint
Sincerely,
*** *** *** ***
***

To whom it may concern:
This is in response to the concerns raised by Ms*** regarding her Trip Cancellation claim
According to the information provided, the trip was cancelled due to a medical condition. It is noted that treatment was not received during the occurrence of the medical
condition. The policy purchased requires that medical treatment be received in order to certify the nature of the medical condition causing the cancellation of travel arrangements
Ms***’s policy states in pertinent part:
TRIP CANCELLATION AND INTERRUPTION
The Company will reimburse the Insured a benefit, up to the Maximum Limit shown on the schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:
(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner; 1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; …
The policy defines the following term:
“Sickness” means an illness or disease diagnosed or treated by a Physician
The policy also references the following provision:
Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurredThe Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the LossClaims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statementThe Insured must provide Travel Guard with all unused air, rail, Cruise, or other tickets if he/she is claiming the value of those unused tickets
Based on the information provided, the medical condition causing cancellation of travel arrangements was not treated by a Physician at the time of loss. The policy purchased requires Proof of Loss for each claim filed. In cases involving a medical condition such as Sickness, the condition must be certified by a Physician
We encourage Ms*** to submit further medical documentation regarding Mr***’s condition being considered so disabling as to reasonably cause a Trip to be canceled. Once the required documentation is received, we will be able to further process the Trip Cancellation claim
Should Ms*** have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, *** *** at ###-###-#### extension ***
Thank you for the opportunity to review and respond to Ms***’s concerns
Sincerely,
*** *** *** ***
***

To whom it may concern:
We are unable to locate Ms***'s policy or claim with the information providedWe request Ms*** provide either her policy #, product #, or claim# so we may address her concerns appropriately
Sincerely,
*** *** *** ***
***

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 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:
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 $Breakdown as follows: Missed pre-paid, nonrefundable components for 3/10/= $($vehicle/guide + $Virunga Lodge) x = $1,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,
*** *** *** ***
***

To whom it may concern:
This is in response to the additional concerns raised by Ms*** regarding her travel insurance claim
The unused safari that Ms*** missed due to storms has been processed and claim reimbursement has been issued as follows:
Check # *** in the amount of $was issued on 4/20/Ms*** should be receiving this check within the next 5-business days
Please note that we have also taken an opportunity to re-review the remaining items being claimed under Trip Interruption, Travel Delay and Baggage Delay benefitsBased on our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased
While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the terms and conditions of the policy purchased by our Insured Therefore, we must maintain the denial of these portions of the claim as it falls outside the scope of the coverage purchased
Thank you for the opportunity to review and respond to Ms***’s concerns If Ms*** has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####
Sincerely,
*** *** *** ***
***

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 questionMr*** 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,
*** ***
***

To whom it concern:
This response is regarding the concerns raised by Ms*** regarding her claim.
According to the information provided, Ms***’s trip was interrupted due the carrier cancelling the return portion of the trip. As a result new airfare was
purchased on 08/05/to travel from 08/06/thru 08/15/14. The documentation received shows travel commenced on 08/07/to Istanbul, Turkey and during the layover to Nairobi, Kenya inclement weather delayed the departureAs a result, a travel visa was purchased to leave the airportIt is also noted travel became possible and Ms*** arrived in Nairobi, Kenya on 08/08/As the date of arrival was on a Friday, changes were made to the travel arrangements due to personal reasonsAs a result Ms*** incurred additional expenses to reschedule the missed safariUnfortunately, the claimed amount for the new airfare, the travel visa, and additional expenses for the new safari excursion are not recognized as covered losses under the Trip Interruption benefit
Additionally, according to the information provided, additional hotel expenses were incurred while in Nairobi, Kenya resulting from personal reasonsUnfortunately, this is not recognized as a covered loss under the Trip Delay benefit
Please refer to the policy wording, which states in pertinent part:
Section II - Benefits
TRIP CANCELLATION AND INTERRUPTION
The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:
(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner;
1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip;
2) Sickness or Injury of a Family Member not traveling with the Insured;
3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the businessSuch disability must be certified by a Physician
(b) Inclement Weather causing delay or cancellation of travel;
(c) Strike causing complete cessation of travel services at the point of departure or Destination;
(d) the Insured’s Primary Residence being made Uninhabitable by Natural Disaster that is due to natural causes, vandalism or burglary;
(e) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;
(f) the Insured and/or Traveling Companion is involved in or delayed due to an traffic accident, substantiated by a police report, while en route to the Insured’s Destination;
(g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than days after an Insured’s effective date of coverage provided that he or she has been an active employee with the same employer for at least continuous yearTermination must occur following the effective date of coverageThis provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons
…Trip Interruption Benefits: The Company will reimburse the Insured up to the Maximum Limit shown in the Schedule or Declarations Page for Trips that are interrupted due to the Unforeseen events shown above for:
(a) Unused portion of nonrefundable prepaid insured Trip Cost, and
(b) additional transportation expenses incurred by the Insured, either
1) to the Return Destination; or
2) from the place that the Insured left the Trip to the place that the Insured may rejoin the Trip; or
(c) additional transportation expenses incurred by the Insured to reach the original Trip Destination if the Insured is delayed and leaves after the Departure Date
However, the benefit payable under (b) and (c) above will not exceed the cost of economy airfare, or the same class as the Insured’s original ticket, less any refunds paid or payable, by the most direct route
TRIP DELAY
The Company will reimburse the Insured up to the Maximum Limit shown in the Schedule or Declarations Page for Reasonable Additional Expenses until travel becomes possible to the originally scheduled Destination, if the Insured’s Trip is delayed or more consecutive hours from
the original departure time as a result of a cancellation or delay of his/her Trip for one of the Unforeseen events listed below:
(a) the Insured or Traveling Companion is quarantined;
(b) Common Carrier delay;
(c) the Insured’s or Traveling Companion’s lost or stolen passports, travel documents, or money;
(d) Natural Disaster;
(e) Injury or Sickness of the Insured or Traveling Companion
Incurred expenses must be accompanied by receipts
This benefit is payable for only one delay per Insured, per Trip
If the Insured incurs more than one delay in the same Trip the Company will reimburse the Insured for the delay with the largest benefit up to the Maximum Limit shown in the Schedule or Declarations Page
The Insured Must: Contact Travel Guard as soon as he/she knows his/her Trip is going to be delayed more than hours
It has been verified carrier caused cancellations, additional visa expenses and personal reasons are not covered under the Trip Interruption benefitAdditionally, the additional reasonable expenses incurred resulting from personal reasons is not covered under the Trip Delay benefit. Based on the documentation included in Ms***’s claim file, we have determined that the above expenses being claimed are not covered under the terms of the policy
The missed Safari under the Trip Interruption benefit is still under reviewMs*** will be receiving a response within the next 5-business days, once the review has been completed.
Thank you for the opportunity to review and respond to Ms***’s concerns. If Ms*** has any further questions relating to her claim, we welcome her to contact her Claims Adjuster, *** *** at ###-###-####
Sincerely,
*** *** *** ***
* **

Revdex.com:
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/- I would not be "covered" until the trip in June I ordered a policy and should have solely paid the deposit and waited to pay it in full the day before departureAll I see this company is ethically due is a secretarial feeEven the cruise company only kept $out of over $5,and the travel agency kept nothing since we cancelled more than months in advanceTheir cancellation policy is not clear on their website - they should flatly state no refunds after days
*** ***

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,
*** *** *** ***
***

Thank you for contacting Travel GuardIn looking at the policy for this customerIt appears the insurance has been covering them since 06/10/Travel Guard did send out the entire Description of Coverage on 06/09/to their email they provided upon purchaseWithin this document it does list
the refund policyWe have reached out to the customer and will continue to communicate with them to find a win-win solutionThank you

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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 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 $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,
*** *** *** ***
* **

To whom it may concern:
The requested medical information was received on Ms***'s Trip Cancellation claim 23/The analyst reviewed the documentation and requested reimbursement on 12/30/14. Check # *** in the amount of $was issued and mailed on 1/2/Ms*** should be receiving this check within 5-business days
If Ms*** has any further questions regarding her claim, we welcome her to contact the claims analyst, *** *** at ###-###-#### xtn***
Sincerely,
*** *** *** ***
***

Thank you for being in contact with Travel GuardWe have resolved this issue with the customer and all parties are satisfied with the outcomeThank you!

Revdex.com:
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 termsI will escalate this furtherThis is unacceptable
Regards,
*** ***