Travel Guard Group, Inc.

I think your website, that provides quotes quickly and easily is great! It was easy to put in some basic information and get a cost for the trip insurance. Thanks for making things easy and transparent to a consumer.

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: 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 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 [redacted] 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 doneDesired 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. [redacted] for contacting our company. To properly address Ms. [redacted] concerns, we are requesting a claim and policy number for Ms. [redacted]. 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. [redacted]' concerns.

Sincerely,

Review: To whom it may concern:My name is [redacted] 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 [redacted] made a purchased for a flight ticket from [redacted] in the amount of $352.47. Trip Dates: 06/18/1307/17/13. Flight # [redacted], Departure from [redacted], on Date: 06/18/13, 2:08am to New York, NY arrival time: 10:00am. Return back from New York, NY to [redacted] on 07/17/13, flight # [redacted], departure time 7:45 pm, arrival time 1:22am. Confirmation Code ABFW6K. [redacted] 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: [redacted].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 [redacted] 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 [redacted]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:

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: 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: 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: 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:

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!

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!

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: 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 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: 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: 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: 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: 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:

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: I purchased Travel Guard Insurance for an upcoming trip on 08/26/13 through [redacted]. 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 [redacted] to cancel the trip because the claim was already being submitted by them. No cancellation was made through [redacted] 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 [redacted]. 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. [redacted].

In review of her claim, we found that her claim was denied as the loss was not covered under the policy purchased from [redacted]. Unfortunately, the loss was not covered under the scope of coverage purchased. We have attached a copy of the letter sent to Ms. [redacted] 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. [redacted] to contact [redacted].com on 7/20/2013 to cancel with them. At no time was she advised to not contact [redacted].com. There was no discussion relating to disputing the charges on her credit card.

We welcome Ms. [redacted] 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,