Travel Guard Group, Inc.

Review: 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. [redacted] regarding the information provided regarding her insurance premium refund. After discussions with Ms. [redacted] from our contact center operations department, payment will be initiated in the amount of $200. We welcome Ms. [redacted] to contact Ms. [redacted] with any additional questions she may have at ###-###-####.

Review: On 12-14-13 we booked a trip to W. Palm Bch., Fla., thru [redacted], 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. [redacted]’s Trip Cancellation claim based on the concerns Mr. [redacted] raised in his complaint.

Review: On July 15, 2016, I purchased a cruise package for a [redacted] from [redacted] Phone: ###-###-####. In the letter provided, information about Travel Guard Information is provided and a quote number [redacted] so that I may contact them to get insurance policy information. I contacted Travel Guard and when I called, I was given a policy number [redacted] and was informed of all my benefits. I asked if I have a policy number, and was told yes this is my policy number and was informed of what will be fully covered it I have to cancel. This began the spiral of confusion. I later found out my mother was given a diagnosis of stomach cancer and was ill. I contacted Tour Aid and went over what the cancellation policy is and what is required in order to cancel the cruise. I was unable to reach the agent that originally booked our trip ([redacted] I again spoke with Travel Guard and went over my policy and discussed, [redacted],( Cruise and Vacation Group, ###-###-####Inline, [redacted])On July 15, 2016, I purchased a cruise package for a [redacted] from [redacted] Phone: ###-###-####. In the letter provided, information about Travel Guard Information is provided and a quote number [redacted] so that I may contact them to get insurance policy information. I contacted Travel Guard and when I called, I was given a policy number [redacted] and was informed of all my benefits. I asked if I have a policy number, and was told yes this is my policy number and was informed of what will be fully covered it I have to cancel. This began the spiral of confusion. I was never asked about payment or told that this is not a valid policy number or a quote policy at this or any other time that I called.

I later found out my mother was given a diagnosis of stomach cancer and was ill. I contacted Tour Aid and went over what the cancellation policy is and what is required in order to cancel the cruise. I was unable to reach the agent that originally booked our trip ([redacted] I again spoke with Travel Guard and went over my policy and discussed, [redacted],( Cruise and Vacation Group, ###-###-####Inline, [redacted]). I spoke with someone named [redacted] and first asked if my cruise could be rescheduled for a later date. I was informed that that was not an option and she provided information and told me the process required. I was told that first I must cancel and then I could file a claim with Travel Guard. I was never at this time told that I do not have a policy, I did not pay for a policy, and that I am not covered. I was sent the form on August 3. I also spoke with a Travel Guard agent, explained my situation and was provided again detailed information on what I needed to do and was reassured that I would be covered under my policy. I was told I need a medical form, the invoice from Travel Aid, an

I immediately took my family and went to assist my mother through this difficult time. I made sure to fill out all the required paperwork and had it completed by all doctors that were involved in diagnosing my mom’s situation. Once I had everything completed, I sent in my paperwork. I was relieved that everything would be in and that I would not be in a loss of almost 2,000. Most of all, I was glad that my family was able to be there for my mother.

I moved my mom to my home and we began the difficulty process of chemo. I contacted Travel Guard to ensure that they received my information. Once I got the confirmation I waited as they stated that it will take up to 4 weeks. Then I get the email asking for VERIFICATION OF INSURANCE PURCHASE and

???A copy of the check or credit card statement showing insurance payment. The policy number attached to your claim, [redacted] is in "Quote" status. The Tour Operator has confirmed that they didn't process a payment for insurance premium.

I am baffled and confused at this point!!! I speak with both [redacted], who initially scheduled the trip and also Travel Guard. I actually only saw the policy when I had to send it in to claims but it did not show any specific payment to the insurance.

1. The invoice was drawn up by Tour Aid. If I was supposed to contact Travel Guard for insurance, why would their paperwork show the payment.

2. If payment was not made, why was I given a quote but yet never told by ANYONE that this is in quote status and told or questioned about my payment status!! When I was given a policy number and someone is going over my coverage and I have shared my situation and was going through the process needed to file for a refund, should I not have been told at that time that I DON’T HAVE A REAL POLICY!!!!

3. Regardless if my invoice has a payment or not, somewhere, someone should have told me that I have not purchased the policy!! I had ample time to purchase between the time I bought the cruise and the time I had initially spoken to Travel Guard to do so if I had been informed!!!

I contacted both Travel Aid and Travel Guard. I spoke with [redacted] and I spoke with Laura [redacted] ( (Claims Analyst) ###-###-#### (EXT. 79278) ), who was handling the claim. They are saying that I had no policy and that my policy number was in quote status. After our first conversation, I requested the phone conversations be pulled up to hear my discussions and asked why nobody told me that I had a policy in quote status!!! I would have purchased it!!!! When someone gives you a policy number and assures you that it is your policy and that you are covered, what is the customer to think? Naturally, I am to think I have a policy! Why would I ask about an insurance premium? Travel Guard should be asking me since I was referred to them to inquire about insurance. I spoke with [redacted] from Travel Aid and she said they have issued a $400 refund for a portion of the trip. She will look into the matter and that I should continue speaking with Travel Guard.

I requested to speak with a Travel Guard Supervisor and Karen returned my call and informed me that I my policy was in quote status. When I addressed the issue that nobody told me…she let me know that they cannot tell if a policy is in quote status. Once we are given a policy number, that number is what they go by. I am again baffled!

There is some lack of communication here between both companies and nobody wants to take any responsibility or to assist me. I will also be calling Carnival itself since through these conversations and trying to figure out who does what, I was told that Carnival issues the refund.

So, to summarize the details, I had purchased a cruise and was given a policy number that was a quote the whole time but was never informed of it being in quote status, was assured of my coverage and was given a process to follow by both companies to file for a refund. I am not satisfied with these interactions and on top of the stress of dealing with a loved one undergoing treatment and being a caregiver, I have had to lose a great deal of time and energy dealing with this issue.

My husband and I worked really hard to save for it, and this was going to be our first cruise, we planned carefully, but life happens. I just want my money back or the opportunity to exchange this cruise for another at a different time. My kids was so disappointed but I assured them that their nana needs us and that opportunities will come again. I hope we get this opportunity. Please assist me in this matter.Desired Settlement: 1. Would like a full refund for our cruise 1,941.60 or would like to have opportunity to reschedule the cruise without payment.

Business

Response:

To whom it may concern:

This is in response to the

concerns raised by Ms. [redacted] regarding her policy quote and Trip Cancellation

claim.

According to our records, on 7/14/15 [redacted] Travel created

a quote for insurance for [redacted] and family for travel 8/6/15

through 8/10/15. The quote number provided was [redacted] and our system shows an

email address of [redacted] in

which the quote was sent to.

The first telephone call that Travel Guard received was on

7/31/15 at 2:59pm CST. We asked if the customer was calling in regards to an

existing policy and the customer advised yes. The customer was unable to

provide the policy number so we searched the information in our system by name

(provided the name of [redacted]) and located information in the

system. We then provided a number as a reference-[redacted]. The customer’s

question was about promo codes for booking shore excursions. We referred her

back to the booking company or cruise line. There was no discussion or question

in regards to insurance.

The next call received was 8/1 6:23pm CST. The caller

([redacted]) advised she was calling in regards to an existing policy. The

caller asks about cancelation due to illness or injury and we discuss the

general benefits of the policy. The caller asks if she wanted to file a claim

if she could. Because it was a weekend, we advised the hours of the

claims department as 7a-7p Monday through Friday.

On 8/3 a call was received to initiate a claim due to

illness of the caller’s mother. In this call we were notified that they found

out on Friday night (7/31) about the illness and the need to cancel the trip.

Through the process of reviewing the claim we asked for the

customer to provide us proof of the payment for the insurance as this had not

been received by our office. The customer advised that she has no proof of

payment and that no payment was provided. She also stated that she feels she

was not told that the insurance information she received with her booking was

only a quote.

Additional information gathered during the process of this

claim included medical information regarding the ill party to prove the loss.

The medical certificate shows dates of treatment of 7/20, 8/1, and 8/6 with the

physician advising cancellation on 8/1. The call to our office to inquire about

benefits was 8/1 at 6:23pm CST. Based upon the information provided at the time

the claim was initiated and the attending physician’s statement the loss had

already occurred at the time that we were contacted regarding benefits. Had the

customer provided payment for the policy at the time that we had initial

contact the loss would not be payable under the terms and conditions of the

quoted product due to the loss being foreseen and a pre-existing medical

condition.

Thank you for the opportunity to review and respond to Ms.

[redacted]’s concerns.

Sincerely,

Consumer

Response:

Review: I had a policy for a trip starting 8/30/2015 ending 9/4/2015. I purchased a policy to cover us in the case that my husband's ship (he is an Active Duty Member) changed their schedule. Exactly what I feared would happen, happened. My husband's ship changed the schedule and I was forced to change the tickets for the trip to August 24th, 2015. I filed a claim for the changes made to the trip. I was told that I was not covered under trip cancellation because the trip was not cancelled; I was told that I didn't qualify for trip interruption because my trip was not interrupted. I did not receive the a full refund because the additional airfare is not covered under the policy.

I was told that my trip was settled under "trip cancellation" because I technically cancelled that trip and purchased a new one. The additional airfare of $397.00 was not covered because my trip was cancelled.

My claim is that the policy is ambiguous because it does not cover "changes". Before I purchased the policy, I called to verify the information on the internet because it was ambiguous. The Sales person did not explain that "changes are not covered". I was told that I was covered in the case that I moved my trip; however I was not told that the additional airfare was not covered. The company needs to be clear regarding things like "changes". It is not fair to let the customer "figure out" things that are not properly defined in the contract. Those things make sense to people in the insurance business, but not to a consumer that does not know how that works. I feel taken advantage of because I didn't know what questions to ask. The company needs to change the description of services to be understood by people that do not work in the insurance field.

Business

Response:

To whom

it may concern:

This

response is regarding the concerns of Mrs. [redacted]’s relating to her Trip

Cancellation claim.

In

the claim documentation submitted, it is indicated that Mrs. [redacted] cancelled her

trip due to her husband’s military leave dates being changed. As a result, Mrs. [redacted] exchanged the original

travel arrangements incurring an increase in airfare in the amount of $397.00

for new travel dates. Unfortunately, this is not recognized as a covered loss

under the Trip Cancellation benefit.

In

pertinent part, Mrs. [redacted]’s policy states:

TRIP CANCELLATION & INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum

Limit shown in the Schedule or Declarations Page if an Insured cancels his/her

Trip or is unable to continue on his/her Trip due to any of the following

Unforeseen events:

(h) the Insured or

Traveling Companion is called to active military service or military leave is

revoked or reassigned; …

Trip Cancellation Benefits: The

Company will reimburse the Insured for Forfeited, prepaid Trip Cost up to the Maximum

Limit shown in the Schedule or Declarations Page for Trips that are canceled

prior to the scheduled Departure due to any of the Unforeseen events shown

above.

It has been verified that

the value of the original airfare was not forfeited and the additional airfare increase

is not covered since it was not part of the original insured trip costs. Mrs. [redacted] has been reimbursed for the

$963.90 cancel fees imposed on the original airfare that was insured under the

policy purchased. Based on our review, we find that the claim has been properly

adjudicated under the terms and conditions of the policy purchased.

While we wish the

outcome of our review could have been more favorable, we must adjudicate each

claim in accordance with the terms and conditions of the policy purchased by

our Insured.

Thank you

for the opportunity to review and respond to Mrs. [redacted]’s concerns. If Mrs. [redacted] has any further questions

relating to the claim, we welcome her to contact her Claims adjuster, [redacted] at ###-###-####.

Sincerely,

/ **

Consumer

Response:

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

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

Business

Response:

To whom it may concern:Reimbursement in the amount of $397.60 has been requested for the additional airfare incurred for Ms. [redacted]'s travel change. She should receive check reimbursement with in the next 5-7 business days.Thank you.[redacted]/**

Review: The insurance company refuses to pay the full claim amount and arbitrarily devalued the purchase price of the item insured, a ski pass. The actual price of the ski pass was $319.00, the agent claims $239.00 which is incorrect. The agent insists on paying $48.16 for 43 unused days of the pass while the correct amount is $193.77 for 130 unused days of the pass. The ski year is divided into 213 days starting in November and the claim was filed February 19, 2015. All the agents request for documents were submitted along with doctor statements. There were problems with the submittals because my attending physician left my medical plan but the submitted documents provide a reasonable trail and the injury did occur prior to claim date of February 19, 2015. Further the ski pass was never used.Desired Settlement: A payment in the amount of $193.17 for the 130 unused days of the ski pass and which includes the true cost of the pass.

Business

Response:

To whom it may concern:

This is in response to the concerns raised by Mr. [redacted]

regarding his recent Trip Interruption claim.

According to the information submitted on the claim; Mr.

[redacted] was advised by his physician on 3/19/15 that he would no longer be

able to ski due to an injury. As such, Mr. [redacted]’s ski pass was deactivated

and the travel claim reimbursed Mr. [redacted] for the remaining days of the ski

pass. Payment was issued as follows based on the information provided to us by

Squaw Valley Reservations:

Payment for unused

days of ski pass under the Interruption benefit, $48.16. Total cost of the ski

pass was $239.00 divided by 213 day ski season=$1.12 x's 43 unused days from

the date the doctor advised cancellation=$48.16

We encourage Mr. [redacted] to submit proof of payment showing

the pass cost of $319.00 and we will be happy to further research his reservation

with Squaw Valley.

Mr. [redacted] may forward the information directly to his

Claims Adjuster, [redacted] and we also encourage him to contact her directly

at ###-###-#### with any further questions or concerns.

Thank you for the opportunity to respond to Mr. [redacted]’s

concerns.

Sincerely,

[redacted] (claims Manager)

/ss

Consumer

Response:

Terrible company, a full-on scam.

Our trip was scheduled over a month in the future when we found out that we wouldn't be able to make it.

We filed the claim well over a month in advance, and they took well over a month to review our claim and intentionally 'stalled-out' our case in order to deny it on the basis that our trip date has now elapsed.

3 weeks into our claim, without any communication of receipt of our claim documents and failing to respond to our many attempts to contact them, they request a basic document (proof of employment) that should've been requested in the first place, but they intentionally waited well into the claims process to request it.

We had an option to cancel with our booking agency and lose out on the hotel cost, but Travelguard assured us that they can complete the claim and refund our money.

Another 3 weeks later (6 weeks total), again with the impossibility of reaching them for a status update, they finally contact us via email to tell us that our claim is denied.

We are now out almost $3 thousand dollars because they advised us not to file a claim with our booking agency, and again , they are impossible to reach for a dispute.

Please save your money and do NOT waste your money on this scam of a business!

Don't waste your money- they will find fine print somewhere in their policy to find an excuse not to pay you. We lost a vacation to the beach due to the gov't shutdown closing the beach- and Travelguard would not reimburse us because "gov't shutdowns" were not included in their policy!

Review: Hello,

I booked a trip a year out (September 2014) and bought insurance from travel guard for the trip that was to take place in July of 2015. I bought the insurance at the time because I was pregnant. At the time of booking I was told by the insurance agent that ANY pregnancy related issue/maternity leave etc. would be covered by travel guard insurance as long it it is accompanied by a valid doctor's note.

Unfortunately, I had to cancel the trip recently because I am on maternity leave with a colic baby of 2 months (I cannot travel with my baby) and have nobody to help me take care of my baby during the time of my trip. Also, my doctor said that they will be able to provide a note that I cannot travel with my baby and need to stay home to take care of him.

I contacted TravelGuard recently, June 6, 2015, and the agent on the phone told me that I can probably get a refund if I explain my situation to them via email. I did as the agent proposed and the refund department told me that though my situation is unfortunate they cannot refund me the amount because they do not cover all pregnancy and maternity matters. It has to be some kind of dire or life threatening situation. This was not what I was told at the time I purchased the insurance. As I said before, I was told that ANY pregnancy/maternity related issue would be covered as long as I have a valid doctor's note.

Also they claim that the information was given to me after I purchased the insurance. They are referring to a link that was provided in an email that I checked. It mentions what is covered, but is very vague. They also claim that they must administer what is in their contract.

However, the contract between travel guard and myself is not valid, becoming unenforceable for the following reasons:

1. The link sent to me about what was covered was very vague (no details about pregnancy related issues that are covered) (information withheld)

2. The travel guard agent gave me incorrect information before I purchased the insurance (mistake on their part)

3. I purchased the insurance based on false information given to me by the travel guard agent.

If the agency was honest with me from the beginning I would have never purchased the insurance in the first place. The agent at travel guard not only lied to me about what they cover, but also sent me a link that did not provide any detailed information on what they do and do not cover relating to pregancy.Desired Settlement: I want travel guard to own their mistake and refund me a total of $129.30 which is the amount I purchased for the insurance for the trip.

Business

Response:

Ms. [redacted], Thank you for contacting AIG Travel Guard. I have reviewed the information regardging travel insurnace policy [redacted]. In good faith I have canceled this policy and issued a refund back to the credit card used to purchase this policy ending in 7674. The credit is in the amount of $129.30. Please allow 5-7 business days for this credit to appear on your statement. If you have further questions please contact me at ###-###-####. We value our customers and look forward to servicing you in the future. Thank you. Kim K[redacted]

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.]

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

Review: I TRAVEL TO ISRAEL ON DEC/15, MY BAGGAGE WAS LOST, ONE WAS FOUND AFTER 14DAYS OF MY TRIP, THE OTHER STILL MISSING, MY TRIP WAS INTERRUPTED , I HAVE TO STAY A DAY BY THE AIRPORT HOTEL TO RECEIVE MY BAGGAGE, ALSO I HAVE TO CANCEL THE TRANSPORTATION PLAN, TO MY VILLAGE.

AS MY TRIP WAS ONLY 21 DAY IN THE VILLAGE I HAVE TO BUY EVERYTHING I NEED AS THE FIRST BAGGAGE WAS DELIVERED TO MY AFTER 14DAYS.

ON JAN/8 I FILLED AN INSURANCE CLAIM NUMBER ( [redacted] ), THEY CONTACT MY AFTER 2 WEEKS TO ASK FOR THE RECEIPT OF THE ITEM THAT WAS LOST, AND THE ITEM THAT I BUY FOR THE TRIP. I SUMMIT IT THE NEXT DAY, AFTER 13 DAYS I CONTACT THEM THEY SAID IT WOULD BE A MONTH, AFTER A MONTH THEY SAID THAT I HAVE TO SEND THEM THE ORIGINAL RECITES BY MAIL. I DID SO, AND SINCE MARCH I CALLING AND THEY TELL ME IT TAKES TIME, I CALLED I APRIL AND TOLD THEM I WILL GO TO THE COURT, SO ( MR. JAMES PAGE ) THE SENIOR VICE PRESIDENT AND CAO, SEND A MAIL THAT HE WILL COMPLETE MY CLAIM ON OR BEFORE MAY/1. ON APRIL 21ST. ( [redacted] ) A CLAIM ADJUSTER CONTACT MY TO ASK THE THE AIRLINE SETTLEMENT, SO I SEND HER THE AIR LINE CHECK THE NEXT DAY BY E-MAIL.

BUT SINCE NOTHING HAPPENED, I SEND JAMES PAGE ON MAY 1ST. BUT HE DIDNT RETURN MY EMAIL.Desired Settlement: AS THE AIRLINE PAID FOR THE ITEM IN LOST BAGGAGE, THOUGH THEY PAY ME ONLY FOR THE LAPTOP, AND THE IPHONE 6S ( THOSE THE ONLY ITEM IN IT THAT I HAVE RECEIPT FOR IT).

THE INSURANCE HAVE TO PAY FOR THE

1- TRIP INTERRUPTION ( HOTEL, MEAL, CARS) 580$

2- THE ITEM I BOUGHT TO SURVIVE 21DAY 1880$

3- THE OTHER ITEM IN THE LOST BAGGAGE THAT THE AIRLINE DIDN'T PAY FOR 390$

TOTAL: 2850$

Business

Response:

5/11/16 To whom it may concern, This is in response to the concern raised by [redacted] regarding his claim (#[redacted]). The correspondence included a letter from the insured expressing dissatisfaction regarding the handling of his claim regarding the baggage issue. On 5/10/16, the assigned adjuster made payment on Mr. [redacted]’s claim and contacted the insured regarding the payment and the processing of his other claim under the TI portion of the policy. We acknowledge that the insured’s documentation was not reviewed timely and we apologize for any inconvenience this delay may have caused. While we understand the insured’s position, we must adjudicate the claim based on the terms and conditions of the purchased policy. Thank you for the opportunity to review and respond to [redacted]’s concerns. If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-####. Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights. Sincerely, [redacted] (Complex Claims Adjuster)

Consumer

Response:

Review: Purchased travel insurance, policy #[redacted] 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 [redacted] ###-###-#### with [redacted] on March 4, 2014. She called and left a message for [redacted] explaining I had not received my refund for the trip. [redacted] also gave me [redacted]'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. [redacted]'s Trip Cancellation claim is currently under review. Request was made to Mr. [redacted]'s medical provider for information and documentation regarding his medical condition. This documentation was received on 3/21/2014 from Dr. [redacted].

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

Sincerely,

Business

Response:

To whom it may concern:

Please note that Mr. [redacted] 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 #[redacted]. From 3/28/2014, Mr. [redacted] 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, [redacted], at ###-###-#### Ext. [redacted].

Sincerely,

Consumer

Response:

Review: 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,

Review: Here is what I wrote the insurance company:

Explanation letter and the reasoning for my request to get reimburse.

Claim #[redacted] August 20th, 2014

To whom it may concern,

I, [redacted], is the primary insurer for the above insurance policy number.

My flight to [redacted] 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 ([redacted] and [redacted]) trip to [redacted] due to the following reason:

TERRORISM IN [redacted]

Today (August 20th, 2014) there were many missiles that were fired from [redacted] by [redacted] into [redacted]. Our plan was to land in [redacted] and stay around [redacted] with family members.

Many of these missiles targeted [redacted] 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 [redacted].

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 [redacted] as terrorism act.

I urge you to reconsider your decision based on:

On the attached doc, the US declared [redacted] 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:

Review: I purchased Travel Gaurd's trip insurance through Spirt Airlines. Reviewing their terms of coverage both the summary of coverage and on the Certificate of Coverage state that trip cancelation and delays are covered at 100% of cost in case of illness and injury. Unfortunately when it was time for me to travel I was ill. I provided Travel Guard with all the required documentation including my doctors certification of illness and a bank statement indicating that I payed Spirt $210.00 to change my flight, within that $210.00 cost to change my flight, was something called a 'change fee' for $120.00. Approximately six weeks after filing the claim I received a check for $120.00. When calling Travel Guard to rectify the situation their analyst and general customer service person both claimed that my policy only covers "change fees". And when I asked the analysis if I could speak with a supervisor she hung-up on me. I called back and then spoke with a general customer service agent, explaining the situation, she repeated that my policy only covers 'change fees' again this is not stated anywhere on my certificate of coverage. She then began to tell me that her notes indicate that I had changed my mind about my course of action. When I began explaining to her that did not change my mind, that in fact when I received the claim paperwork I had called back because it appeared that the initial agent who began my claim made a mistake, and that the second agent who I talked to said that there was no a mistake. The agent who I was trying resolve the situation with hung-up on me.Desired Settlement: reimbursement for entire cost of changed flight.

Business

Response:

To whom it may concern:

Review: I have purchased a flight tickets insurance policy in case of any occasion which will cause my flight to get cancelled. The policy was supposed to cover the event of bankruptcy of the airline. Unfortunately the airline I purchased tickets from is going bankrupt. After speaking and making a claim with the insurance company I was assured I will get a refund within a month or so.

After forty days of hearing nothing I called asking for an update. I was told that my case worker, Christopher, will get in touch with me. He didn't. A week later I called again and demanded immediate contact. About two hours after I get an email stating that the insurance company CANNOT grant me a refund and that I have to dispute the flight tickets charge with my credit card company. I was extremely furious as for why the case worker waited over forty days to tell me that. Bottom line I am about $1,300 short because the insurance company did not provide me the necessary service.Desired Settlement: I want a full refund of my insurance policy as the service I paid for was not provided. I was scammed and used to provide personal and financial information yet did not receive any service in return.

Business

Response:

To

whom it may concern:

This

is in response to the concerns raised by Mr. [redacted] regarding his Trip

Cancellation claim.

According

to the information submitted on Mr. [redacted]’s claim, the cancellation of the

trip was caused by Transaero’s Financial Default. The information submitted

also indicates that Mr. [redacted] purchased his airfare on a credit card.

The

insurance policy that Mr. [redacted] purchased with AIG Travel Guard reimburses for

non-refundable costs in the event a trip is canceled. Before we can further process Mr. [redacted]’s

claim, he must first dispute the charges with his credit card company. Under

the Fair Credit Billing Act, under certain circumstances customers are entitled

to a refund from their credit card company for the services not rendered. This applies to both paid and unpaid charges

on the customer’s credit card bill.

If

the credit card company credits the amount charged, this would no longer be a

non-refundable amount, therefore AIG Travel Guard would not reimburse the

airline ticket cost. If the credit card

company does not provide reimbursement, we advise the insured to submit the

denial letter for further claim consideration.

It

is also noted that Mr. [redacted] has disputed the credit card charge for the AIG

Travel Guard insurance premium. Since the insured has disputed the charge; no claim can be made against the

policy or premium refund made on this policy. Therefore, the claim will

remain closed and all correspondence regarding the credit card dispute will be

handled by our Administrative Dept. directly with Mr. [redacted]’s credit card

company.

Thank you for the opportunity to review and respond to Mr.

[redacted]’s concerns.

Sincerely,

Business

Response:

RE: Revdex.com Complains #[redacted]We have reviewed the information regarding the above-listed Revdex.com complaint.Mr. [redacted], We have reviewed the information regarding the above-listed complaint. The refund request for the insurance premium is denied based on:You have filed claim #[redacted] against the insurance policy. We have been contacted by our merchant that there is an open dispute against the credit card on file used to pay for the insurance. Travel Guard is closing the file on this matter. Thank you.

Consumer

Response:

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

Business

Response:

To whom

it may concern:

This is

in response to the concerns raised by Ms. [redacted] regarding her Trip

Cancellation claim.

According

to the claim information, Ms. [redacted] submitted a cancellation due to a “family

situation which does not allow us to go at this time”

We

ask that Ms. [redacted] please refer to the policy wording, which states in

pertinent part:

Section

II - Benefits

TRIP

CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to

the Maximum Limit shown in the Schedule or Declarations Page, if an Insured

cancels his/her Trip or is unable to continue on his/her Trip due to any of the

following Unforeseen events:

(a) Sickness, Injury or death of an Insured, Family

Member, Traveling Companion, Service Animal or Business Partner;

1) Sickness or Injury of an Insured, Traveling

Companion, Family Member traveling with the Insured, or Service Animal must be so disabling as to reasonably

cause a Trip to be canceled or interrupted or which results in medically imposed

restrictions as certified by a Physician at the time of Loss preventing your

continued participation in the Trip;

2) Sickness or Injury of a Family Member not traveling

with the Insured must be so disabling as to reasonably cause a Trip to be

canceled or interrupted and must be certified by a Physician;

3) Sickness or Injury of the Business Partner must be

so disabling as to reasonably cause the Insured to cancel or interrupt the Trip

to assume daily management of the business. Such disability must be certified

by a Physician;

(b) Inclement Weather causing delay or cancellation of

travel;

(c) Strike causing complete cessation of travel

services at the point of departure or Des[redacted]tion;

(d) the Insured’s Primary Residence being made

Uninhabitable or inaccessible by Natural Disaster that is due to natural causes,

vandalism or burglary;

(e) the Insured’s Des[redacted]tion being made Uninhabitable

or inaccessible by flood, tornado, earthquake, volcanic eruption, fire,

wildfire or blizzard that is due to natural causes,

vandalism or burglary

(f) the Insured or Traveling Companion is hijacked,

quarantined, subpoenaed or required to serve on a jury;

(g) the Insured or Traveling Companion is called to

active military service or military leave is revoked or reassigned;

(h) a Terrorist Incident in a City listed on the

Insured’s itinerary within 30 days of the Insured’s scheduled arrival;

(i) the Insured or Traveling Companion has

Complications of Pregnancy, Normal Pregnancy or Childbirth. Complications of

Pregnancy, Normal Pregnancy or Childbirth must occur after the Insured’s

effective date of coverage and can be verified by medical records;

(j) the Insured or Traveling Companion is involuntarily

terminated or laid off through no fault of his or her own more than 14 days

after an Insured’s effective date of coverage, provided that he or she has been

an active employee with the same employer for at least 1 year. Termination must

occur following the effective date of coverage. This provision is not

applicable to temporary employment, seasonal employment, independent

contractors or self-employed

persons;

(k) the Insured and/or Traveling Companion is involved

in or delayed due to a traffic accident, substantiated by a police report,

while en route to the Insured’s Des[redacted]tion;

(l) the Insured has an employer-initiated transfer

within the same organization of 250 or more miles which requires the Insured’s

Primary Residence to be relocated. Notification of

the transfer must occur after the effective date of

coverage;

(m) the Insured or Traveling Companion is a student at

a primary or secondary school and is required to complete an extended school year

that falls on or beyond the Departure Date;

(n) a named hurricane causing cancellation or

interruption of travel to the Insured’s Des[redacted]tion that is Inaccessible or Uninhabitable.

Claims are not payable if a hurricane is foreseeable prior to the Insured’s

effective date. A hurricane is foreseeable on the date it becomes a named

storm. The Company will only pay the benefits for Losses occurring within 30

days after the named hurricane makes the Insured’s Des[redacted]tion Uninhabitable or

Inaccessible;

(o) a theft of passports or visas specifically required

for the Insured’s Trip substantiated by a police report;

(p) mechanical/equipment failure of a Common Carrier

that occurs on a scheduled Trip and causes complete cessation of the Insured’s

travel and results in a Loss of 50% of theInsured’s Trip length.

Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of

the cancellation or interruption and proof of the expenses incurred. The

Insured must provide proof of payment for the Trip such as canceled check or

credit card statements, proof of refunds received, copies of applicable tour

operator or Common Carrier cancellation policies, and any other information

reasonably required to prove the Loss. Claims involving Loss due to Sickness,

Injury, or death require signed patient (or next of kin) authorization to

release medical information and an attending Physician’s statement. The Insured

must provide Travel Guard with all unused air, rail, Cruise, or other tickets

if he/she is claiming the value of those unused tickets.

We have requested proof of loss to substantiate Ms.

[redacted]’s claim. Once the requested information is requested, we will be able to

further process the Trip Cancellation claim. According to our records, a copy

of the Certificate of Insurance was provided to Ms. [redacted] at the time of

purchasing the policy via email.

Thank you for the opportunity to respond to Ms. [redacted]s

concerns. We encourage Ms. [redacted] to contact our claims dept. at ###-###-####

with any further questions or concerns regarding her claim.

Sincerely,

[redacted] (Claims manager)

/ss

Consumer

Response:

Review: 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:

Review: 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 [redacted] 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 [redacted] in the system since our phone call on 9/16/13. She advised [redacted] 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 [redacted]'s extension and also called the main claims line and spoke with "[redacted]". We asked for assistance and were told by [redacted] to leave a message with [redacted] 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. [redacted] 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. [redacted] can anticipate receipt of her payment within 7-10 business days from 10/21/2013.

Sincerely,

[redacted])

Review: 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:

Review: Fraudulent and misleading language describing product (travel insurance)When purchasing a ticket from [redacted] 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 '[redacted] 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:

I would not recommend anyone purchasing this, big waste of money. They give you tons and tons of paper work and it takes a very long time for you to even hear back from them. If the reason you have to cancel does not fit what they consider acceptable reason to cancel you are out of luck. I will tell everyone I know that this is a big fat waste of money. My families hard earned money down the drain!!!