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Travel Guard Group, Inc.

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Reviews Travel Guard Group, Inc.

Travel Guard Group, Inc. Reviews (217)

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]
 
 Thank you very much for your assistance.  I received my refund check today!

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The cost of my original airfare was forfeit, and the policy says nothing about limiting reimbursement to a change fee. Furthermore Travel Gaurd has not addressed the fact that their customer service representatives hung-up on me twice as  I tried to resolve this issue.
Regards,
[redacted]

To whom it may concern:
 
This response is regarding the concerns raised by Ms. [redacted] regarding her claim. 
 
According to the claim documentation, Ms. [redacted]’s trip was cancelled due to a medical condition.  To determine coverage under the policy and to confirm if Ms. [redacted]’s...

policy is eligible for the pre-existing medical condition waiver, we need to confirm whether Ms. [redacted] was medically able to travel at the time the policy was purchased.
 
Ms. [redacted]’s policy states, In pertinent part:
 
Extra coverage
(when coverage is purchased with 10 days of initial Trip deposit):
• Pre-Existing Medical Condition Exclusion Waiver if You purchase this coverage, and You are not disabled from travel at the time You pay the cost.
 
We have contacted Ms. [redacted]’s physician’s office and are awaiting a response; Once we receive the required physician’s statement confirming if the insured was medically able to travel when the insurance was purchased, we can continue to review the claim.  Should Ms. [redacted] have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, [redacted], at ###-###-#### extension 13106.
Thank you for the opportunity to review and respond to MS. [redacted]’s concerns.
Sincerely,
 
[redacted]
 
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

To whom it may concern:
This is in response to Ms. [redacted]’s concerns regarding her Trip Cancellation claim.
Travel Guard prides ourselves on providing outstanding customer service and apologizes that Ms. [redacted] did not receive an exceptional customer service experience during her recent phone calls.
Upon claim review, it is indicated that Ms. [redacted] did not use her original airfare scheduled for 1/13/15-1/17/15 due to a medical condition. As a result, Ms. [redacted] exchanged her original travel arrangements to new travel dates of 1/20/15-1/24/15, incurring a change fee of $120.00 and a fare increase of $90.00. The insurance policy purchase covers the fees associated with the original dates of travel; therefore, Ms. [redacted] has been reimbursed for the $120.00 cancel fee imposed on the original airfare.  Unfortunately, the $90.00 fare differential/increase is considered a cost for the new travel dates and is not a covered loss under the Trip Cancellation benefit.
Based on our review, we find that the claim has been properly adjudicated under the terms and
conditions of the policy purchased.
 
Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns. If Ms. [redacted] has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.
 
Sincerely,
 
[redacted]
 
[redacted]

To whom it may concern:
 
This response is regarding the concerns of Mr. [redacted] relating to his Trip Cancellation claim.
 
According to claim records, Mr. [redacted] contacted us on 8/20/14 to setup a Trip Cancellation claim due to the escalating violence in [redacted].  According...

to the documentation received, there have been multiple violent attacks due to the civil unrest and war that is occurring in [redacted]. 
In pertinent part the policy states:
TRIP CANCELLATION AND INTERRUPTION
 
The Insurer will pay a benefit, up to the Maximum Limit shown on the Schedule, if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to the following Unforeseen events:
…(j) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;…
 
DEFINITIONS
 
“Terrorist Incident” means an act of violence, that is deemed terrorism by the United States Government other than civil disorder or riot (that is not an act of war, declared or undeclared) that results in Loss of life or major damage to property, by any person acting on behalf of or in connection with any organization which is generally recognized as having the intent to overthrow or influence the control of any government.
 
General Exclusions
This plan does not cover any loss caused by or resulting from:
… (e) war or act of war, whether declared or not, civil disorder, riot, or insurrection;…
We have investigated the situation in [redacted] and it has been found that the US Government has not deemed the situation in [redacted] as terrorism.  Unfortunately, based on the documentation received, Mr. [redacted]’s loss falls outside the scope of coverage. 
 
While we wish the outcome of our review of Mr. [redacted]’s claim could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased. 
 
Thank you for the opportunity to review and respond to Mr. [redacted]’s complaint.
 
Sincerely,
 
[redacted]
 
[redacted]

To whom it may concern:
 
This response is regarding the concerns of Ms. [redacted] regarding her Trip Cancellation claim.
 
According to the information provided, Ms. [redacted]’s trip was cancelled due to a medical condition.  Based on the claim documentation, treatment took place from...

11/20/13 thru 11/22/13.   The policy effective date was 11/22/13.  As treatment took place prior to the effective date, the condition would be considered pre-existing and benefits would not be payable under trip cancellation.
 
In pertinent part, Ms. [redacted]’s policy states:
 
GENERAL EXCLUSIONS
This plan does not cover any loss caused by or resulting from:
…(t) PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Insurer will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition of an Insured, Traveling Companion, Business Partner, or Family Member which, within the 60 day period immediately preceding and including the Insured’s coverage effective date: (a) first manifested itself, worsened or became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; (b) for which care or treatment was given or recommended by a Physician; (c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines.
Treatment has been verified to have occurred during the 60 day period immediately preceding and including the policy effective date of 11/22/13 for the condition causing the loss.  The policy purchased excludes medical conditions which meet the Pre-Existing Medical Condition Exclusion.  Based on the documentation included in Ms. [redacted]’s claim file, we have determined that the expenses being claimed are not covered under the terms of the policy. 
Please note that Travel Guard Management has reviewed the call recordings between Ms. [redacted] and Travel Guard’s Customer Service Rep.  During the calls, no pre-approval or guarantee of coverage was given or discussed. We maintain that this claim has been properly adjudicated.
 
Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns.  If Ms. [redacted] has any further questions relating to her claim, we welcome her to contact our Claims Department at ###-###-####.
 
Sincerely,
 
[redacted]
[redacted]

To whom it may concern:
We encourage Ms. [redacted] to submit additional documentation such as Erica's flight itinerary, showing the actual date of return. Once this information is received, we will continue to further process Erica's missed portion of the trip.
We recommend Ms. [redacted] contact her claims analyst, [redacted], directly at ###-###-#### with any further questions regarding the Trip Interruption claim and required documentation. 
Thank you for the opportunity to respond to Ms. [redacted] concerns regarding her claim.
Sincerely,
[redacted]

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

Business

Response:

To whom it may concern:

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

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

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

Sincerely,

Review: Travel Guard has denied the trip cancellation benefits in our purchased policy stating that the policy did not become effective prior to the naming of winter Storm Jonas and therefore was foreseeable (the policy was actually purchased prior to the naming of the storm but became effective hours after the naming of the storm).

Travel Guard's denial specifically states that the naming of winter storm Jonas prior to the effective date of the policy is the reason that they refuse to pay trip cancellation benefits. Our claim for payment of trip cancellation benefits (explicitly provided in our policy) is based on three FACTS:

1. Our policy makes no mention whatsoever as to the naming of winter storms as being a determining factor in how Travel Guard defines winter storms as being foreseeable,

2. Travel Guard has provided specific guidance on their website that clearly shows the thresholds that must be achieved to enable a policy holder to claim trip cancellation benefits resulting from winter storms. And this information makes no mention whatsoever as to the naming of winter storms as being an essential part of Travel Guard's decision-making regarding the payment of trip cancellation benefits. This is the only guidance regarding winter storms provided by Travel Guard, and

3. We have provided Travel Guard the specific information satisfying the requirements stated on their website and they have denied the claim after its initial submission and again after we requested it be reviewed by their appeals department. On both occasions, the naming of winter storm Jonas and the effective date of the policy is given reason for denial. On both occasions, Travel Guard made no mention of the fact that we met the criteria for claiming trip cancellation benefits for winter storms. Link to Travel Guard website below: http://www.travelguard.com/whybuy/winterstorms.asp?intcmp=clc-001-Nav-3-WinterSt... />
In summary, the thresholds provided on the Travel Guard website are pretty clear...the purchaser of insurance has a clear expectation that if the policy was purchased 24 hours before a watch or warning was issued, then Trip Cancellation and Interruption losses are not excluded from the policy. Please note that a prospective customer sees no mention whatsoever about named winter storms being part of this metric. The absence of any language regarding named winter storms as being an essential part of how they treat winter storm trip cancellation claims on their website or in their policies, and is only known to the customer after a claim is filed, constitutes a gross misrepresentation as how trip cancellation claims are actually being treated by Travel Guard.

Although we feel that the use of named winter storms to define "foreseeable" is a highly questionable practice (the National Weather Service does not acknowledge the naming of winter storms and has asked others to refrain from doing so), we understand it is Travel Guard's right to do so. But they are using this specific and controversial metric without any mention of so in their insurance policies and on their website. In fact, their website states something entirely different. The insured is only made aware of this additional storm naming metric when Travel Guard actually denies a claim due to the timing of a named winter storm.

The Travel Guard winter storm requirements as defined and stated by Travel Guard have been met, and this claim to pay trip cancellation costs is not excluded from our policy and should be paid.Desired Settlement: Payment of Claim for Trip Cancellation Costs

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 provided, the trip was cancelled due to winter storm Jonas. It is noted that Jonas became a named storm

on 01/19/2016. In order for coverage to

be available for this named peril, the insurance must have been purchased on or

before 01/18/2016. The insurance policy

was purchased on 01/19/2016 with an effective date of 01/20/2016. Unfortunately, as the insurance was not

purchased on or before 01/18/2016 benefits would not be payable under Trip

Cancellation as the winter storm Jonas was no longer Unforeseen.

Please refer to the policy wording, which states in pertinent

part:

EFFECTIVE AND TERMINATION DATES

Effective Date: Trip

Cancellation coverage will be effective at 12:01 a.m. Standard Time on the date

following payment to the Company of any required plan cost.

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:

…(b) Inclement Weather causing delay

or cancellation of travel for at least 24 consecutive hours;

“Inclement

Weather” means any severe weather condition

which delays the scheduled arrival or departure of a Common Carrier or prevents

the Insured from reaching his/her Destination when traveling by a rented or

owned vehicle.

“Unforeseen”

means not anticipated or expected and occurring

after the effective date of coverage.

While we understand Mr. [redacted]’s position in this regard we must

also consider when the event that ultimately caused the cancellation first

began. In this case the winter storm

that caused the loss started prior to the purchase of the policy and the

effective date of coverage.

Based on the documentation included in the claim file, we have

determined that the expenses being claimed are not

covered under the terms of the policy. While we wish the outcome of our review could have been more

favorable, we must adjudicate each claim in accordance with the terms and

conditions of the policy purchased by our Insured. Therefore, we must maintain the denial of

this claim as it falls outside the scope of the coverage purchased.

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

concerns. If Mr. [redacted] has any further

questions relating to his claim, we welcome him to contact our Claims

Department at 1-866-350-3256.

Sincerely,

[redacted] (Claims Manager)

/ss

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.

Rejection of

Travel Guard’s Claim DenialWe reject

Travel Guard’s denial of our claim as falling outside of the scope of the

coverage purchased. To restate, our

claim for trip cancellation benefits (as provided for in our policy) is based

on three facts:Our policy make no mention of the naming of winter storms as being a determining factor in how Travel Guard defines winter storms as being foreseeable;Travel Guard has provided specific guidance on their website that clearly describes the thresholds that must be achieved to enable a policy holder to claim trip cancellation benefits resulting from winter storms. The Travel Guard website makes no mention whatsoever of the naming of winter storms as being a determining factor in their decision-making and this is the only guidance regarding winter storms provided by Travel Guard.See link belowhttp://www.travelguard.com/whybuy/winterstorms.asp?intcmp=clc-001-Nav-3-Win... have provided Travel Guard supporting documentation satisfying the requirements on their website.Please note

that a prospective customer sees no mention whatsoever about named winter

storms being a determining factor in how Travel Guard denies coverage of trip

cancellation claims either in our policy or on their website. This information is only known to the

customer when the claim is actually denied when a winter storm was named before

the effective date of the policy. In fact,

their website says something different.We filed

this complaint with the Revdex.com because Travel Guard continues

to find that a winter storm was named before the effective date of the policy

(and again, note mentioned in our policy). Since Travel Guard is accredited

with the Revdex.com, then we feel that they have the responsibility to abide by your

Standards of Trust and your Code of Advertising. In the

Standards of Trust, Travel Guard is supposed “to clearly disclose all policies,

guarantees, and procedures that bear on a customer’s decision to buy.” Utilizing the naming of a winter storm as the

determining factor in finding our claim falls outside of the scope of the

coverage purchased when neither our policy nor their website makes any mention

winter storm naming language completely fails to meet the Standard of Trust to

Be Transparent. Regarding

the Code of Advertising, one of the four Basic Principles of the Code speaks to

misrepresentation. ”Misrepresentation may result not only from direct

statements, but by omitting or obscuring a material fact.” Travel Guard could have included the naming

of winter storms in their policy as they have done for the naming of

hurricanes, but they chose not to do so. The website link noted above explains

to prospective customers exactly how trip cancellation benefits are to be

treated for the same situation in which we filed our claim. Note that Travel

Guard could have easily included guidance regarding the naming of winter storms

but they chose not to include it. The omission of this key material fact as to

how winter storm naming can in fact directly affect claim eligibility results

in a gross misrepresentation of what Travel Guard is marketing on their

website. Travel Guard

is using the naming of winter storms as the determining factor in rejecting a

claim and it’s only apparent to the customer when a claim is actually denied.

Not only are they failing to meet your standards, but they are violating a

basic standard of ethical behavior in dealing with policy holders and

prospective customers.Note:

Original complaint contains more detail

Regards,

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 provided, the trip was canceled due to winter storm Jonas. After further review and investigation, it has been decided that benefits will be extended for the filed claim. This information has also been communicated directly to the insured from a staff member at our office. Thank you for the opportunity to review and respond to Mr. [redacted]’s concerns. If Mr. [redacted] has any further questions relating to his claim, we welcome him to contact our Claims Department at ###-###-####. Sincerely, [redacted] (Claims Manager) /dr

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. We received a check to cover the entire claim from Travel Guard. While we were satisfied with the result, our claim was rejected three times...the initial claim was rejected, our appeal was rejected, and it was again rejected in their response that came through your organization.

At the top of the AIG Travel Claims web page it states "When you place a claim with AIG Travel, our responsiveness and passion for exceptional customer service will exceed your expectations."
This has been our experience to date with their "responsiveness".
Feb 3, 2016 - contacted them for claim forms which they emailed to me quickly.
Feb 5, 2016 - completed and mailed the 27 page claim back to them. USPS shows delivered on Feb 8.
Feb 15 or so - began checking Claims website they have set up for online tracking of claims - under our account it showed (and still does) that they haven't received any of our claim documents.
March 1 - called TravelGuard, was told by a very friendly customer service person that they did show they had received our documents on Feb 9 and that they had been assigned to an analyst. He said I would have to wait until 4 weeks had passed from their receipt of the form before I could talk to the analyst. Said to call back if I hadn't heard anything 4 weeks out from Feb 9.
March 17 - I called friendly customer service again. Was told the name of our "analyst" but that he could tell online that she hadn't reviewed our documents yet. He would send her an email and their policy was that she would call me in 24 to 48 hours.
March 20 - still hadn't heard anything. Friendly customer service gave me direct phone # for analyst and her email and forwarded my call. Analyst's voicemail said she would return call either that day or next.
March 22 - still hadn't heard anything. Emailed the analyst and copied both Travelguard Customer Service and Claims Department.
March 23 - received response from "World Service Center" that they had forwarded my email to the claim department and to please allow 24-48 hours for them to process.
April 1 - received email response from "Travel Guard team" saying my email inquiry would be answered within one business day.
April 1 - another response from "AIG World Service Center" saying that someone from the claims department would contact me within the next 3 business days.
April 7 - still nothing so called again - message said they have high volume and are undergoing a system change but will get to claims within 4 weeks.
April 20 - still nothing so tried calling analyst direct again - recording had been updated to say it might take her longer to return call since behind.
April 22 - still have heard nothing regarding my claim. When I tried to call claims department message says wait times are in excess of 20 minutes, but they want claimants to know their system problems are fixed and they are working diligently to catch up.
Today marks 73 days since they received my claim and they have done nothing but repeatedly respond with nothing of substance other than broken promises that they will respond within 24 hrs, 48 hrs, 4 weeks, then just 4 weeks more.
And all this on an $818 claim for which we paid $588 for the Silver premium to cover this trip. Not exactly my expectation of "exceptional customer service".

Review: I purchased Travel Insurance with Travel Guard when I booked a timeshare vacation with Interval International. The policy states that it covers trip interruption due to illness. My husband got sick while on our trip. When we returned home I called to file a claim.

I spoke with a rep, and after collecting all of my information I was told that there would be no coverage for these reasons:

1 - We didn't return home early, so our trip wasn't "interrupted."

2 - We didn't call as the sickness was occurring so that the Travel Guard physicians could tell me what to do.

I argue that the policy states:

1 - "The Company will reimburse the Insured the average room rental rate at the Destination resort, up to the Maximum Limit shown in the Schedule or Declarations Page, for the Unused portion of the resort and accommodations that are interrupted"

2 - "The Insured must call Travel Guard as soon as reasonably possible, and be prepared to describe the Loss." The policy does not state that I must call immediately.

My husband was (mis)treated by two physicians on resort and by the time he was stable enough to fly, we were scheduled to leave. He personally lost two entire days of our trip, with a cost of $295 per day for the pre-paid all-inclusive resort.Desired Settlement: I'd like them to honor the contract and reimburse us for unused accommodations at $195 per day for two days for a total of $390.

Business

Response:

To whom it may concern:

Review: We purchased travel insurance for a cruise we planned to take in June 2015. First, no one told us we only had to make a deposit and pay the total prior to our day of departure. total insurance cost $395. We have had to cancel this trip due to financial reasons and Travel Guard will not refund the money. They say they have a 15 day refund policy - I never saw that. But we also didn't have to pay more than a deposit and if we'd cancelled with only the deposit paid, that is all we would have forfeited.Desired Settlement: I want this total expenditure refunded. We did not utilize their insurance and we are canceling services 7 months in advance.

Business

Response:

Thank you for contacting Travel Guard. In looking at the policy for this customer. It appears the insurance has been covering them since 06/10/14. Travel Guard did send out the entire Description of Coverage on 06/09/14 to their email they provided upon purchase. Within this document it does list the refund policy. We have reached out to the customer and will continue to communicate with them to find a win-win solution. Thank you.

Consumer

Response:

Review: My husband has had many colon surgeries since 1990. He had another surgery on February 4, 2014. I have proof from the Dr in writing that he was to only be in the hospital for 3 - 4 days. He ended up with complications from the surgery, not a pre existing condition as this company states. The Dr expected him to be doing fine as he had when he had this procedure done 2 other times in the past.

I set up this vacation get away to Vegas for him to heal in a wheel chair in the warmth. Minnesota had a very harsh, cold, and snowy winter.

This was not pre existing, I have proof in writing from the Dr.Desired Settlement: I took out insurance from this company for the airplane tickets that cost $215.96. The insurance cost me $28.

Business

Response:

To whom it may concern:

This response is regarding the concerns of Mrs. [redacted] on the outcome of her Trip Cancellation claim.

Please note an additional review was conducted of Mrs. [redacted]'s Trip Cancellation claim. We find that her claim has been properly adjudicated in accordance with the terms and conditions of the policy purchased. The reason for the cancellation was due to Mr. [redacted]'s medical condition. Since the medical condition was confirmed to have been treated within the 60 day period immediately preceding and including the coverage effective date of 1/23/2014, the claim was formally denied.

Upon appeal, Mrs. [redacted]'s claim was further review; however, no new information was presented to show that the medical condition causing the cancellation of her trip did not fall under the Pre-Existing Medical Condition Exclusion. We recognize that Mr. [redacted] was scheduled to be hospitalized originally for 3-4 days, but due to complications was hospitalized for longer. Unfortunately, we have no evidence of a new, acute medical condition that first manifested after the insurance policy came into effect on 1/23/2014 and before the trip was canceled on 2/10/2014. If Mrs. [redacted] has evidence and documentation to support a new, acute condition that fits this criteria, we welcome her to submit the documentation in support.

Should Mrs. [redacted] have any questions relating to the outcome of our review or documentation needed to appeal for a new, acute condition, we welcome her to contact the Claims Department at ###-###-####.

Sincerely,

Consumer

Response:

Review: I needed to cancel my trip due to my sister who I was traveling with having emergency, unplanned surgery, and I was ok with filling out a list of over 10 items that the woman on the phone from travel guard was giving me until she stated I would need to have my sister sign a medical record waiver form! givining them the right to her medical record! This is an obvious invasion of privacy and I cannot believe that they even have the right to ask for it! It is not even my information they are asking for and I am the one who took out the insurance. Perhaps other people are aware but as a [redacted] I find this appauling!Desired Settlement: This policy should be changed or made much clearer! I would have never and will never buy this insurance again, I would like a refund but not at he expense of someone elses privacy!

Business

Response:

To whom it may concern:

This response is regarding the concerns of Ms. [redacted] in relation to her concerns with the documentation required when filing a Trip Cancellation claim.

For all claimed losses, certain required documentation will be needed to support a loss. This documentation is reviewed against the language of the policy purchased to determine whether or not a loss is covered. Losses due to medical reasons require documentation in the form of a completed Attending Physician's Statement claim form from the ill party's provider. Medical records may be required when a policy does not cover losses due to a Pre-Existing Medical Condition. So that the Insured or ill party does not have to pursue the medical records, we ask that a completed, signed Authorization for Release of Information is returned. This allows the Claims department the ability to obtain records on the Insured or ill party's behalf for the condition applicable to the claimed loss.

We welcome Ms. [redacted] to contact our Claims department at ###-###-#### with any questions or to start a claim.

Sincerely,

Consumer

Response:

Review: While on vacation in London, the rail tickets that the travel agency was supposed to have reserved for our party were not made even though we had already paid for them. I had purchased travel insurance through Travel Guard and contacted them for travel assistance, a service for which I had already paid them. They refused to provide service unless I paid them an additional $85 which I did with my credit card. They still did not provide any service and I ended up buying rail tickets ton the spot so that we could make our connection in Paris. When I returned home and contacted both the travel agency (Go-today) and Travel Guard, I was told by representatives of both agencies that travel assistance was covered under our travel policy and that I should not have been charged. The travel agency (Go-today) reimbursed me right away for the rail tickets that I had to purchase out of pocket. Travel Guard on the other hand has so far refused to reimburse me for the $85 they wrongfully charged or for the 25 minute international call that I had to make from my cell phone to try to get travel service from them. They asked for receipts from my credit card company and cell phone carrier which I provided to them. In any event they provided no travel service and charged additional monies for the privilege of talking to them.Desired Settlement: Travel Guard owes me $85 for the travel assistance surcharge fee and $37.50 for a 25 minute international call to find out that they could provide no assistance.

Business

Response:

To whom it may concern:

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

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

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

Sincerely,

Review: TG has been dishonorable, duplicitous and charming to the max.after TG took the money from my bank.I would like for Revdex.com to see the many e mail obstacles and denials sent to me by TG for a legitimate medical emergency - several times I requested a look at my balance with TG, no reply, after many months an e mail came saying I had no balance. I paid TG $900 for coverage that never existed, no lawyer finds that a worthy amount to pursue.- TG must know this - Revdex.com knows others are complaining of false service - we've been dupedDesired Settlement: would so appreciate Revdex.com assist in protecting people after the money is taken... cheating as TG has done for amounts under $900can add up to millions over the year and there is no recourse for complaint.whatever Revdex.com can do is appreciated.

Business

Response:

To whom it may concern:

This response is regarding the concerns of our Insured, Ms. [redacted].

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

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

Full travel itinerary that encompasses travel between 6/2/2012-5/14/2013;

Statement from doctor that indicates when the condition causing the loss first manifested and was treated.

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

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

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find

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

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

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

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

which makes Revdex.com help ineffective with companies like Travel Guard who use sophisticated promises to

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

Review: I purchased Travel Guard Insurance to cover unanticipated events involving a cruise to Alaska with the trip dates of 08/30/15 to 09/06-15. Prior to the trip, my traveling companion cancelled. It is important for me to have a traveling companion due to physical limitations caused by [redacted], including inherited bilateral polyneuropathy, resulting in muscle weakness and loss of sensation in both my feet, lower legs and lower arms and hands. This results in ataxia ( difficulty with balance ) and difficulty navigating curbs and stairs due to muscle weakness. This is why I need a traveling companion to help me when I am climbing stairs or stepping up or down curbs. I also need help with maintaining my balance when I have to stand in one place for any length of time. I am able to stabilize my standing by supporting myself by leaning on or holding hands with a companion. When my traveling companion canceled, I was left without assistance. The Complex Claims Adjuster denied my request for reimbursement, stating that I applied for " personal reasons". This is incorrect. I very much wanted to go on this trip and had to cancel due to a medical condition requiring assistance at times.Desired Settlement: I want to be reimbursed for the cost of the trip, which I had to cancel due to the need for a traveling companion to provide assistance with medical issues.

Business

Response:

To whom it may concern:

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

her travel claim.

According to the information provided, Ms. [redacted]’s trip was

cancelled due to personal reasons surrounding her Traveling Companion choosing

to no longer take the trip with her. Unfortunately,

this is not recognized as a covered event under the terms of the Trip

Cancellation benefit and we are unable to extend a claim payment.

Please refer

to the policy wording, which states in pertinent part:

Section IV

EXCLUSIONS AND LIMITATIONS

The following exclusions also

apply to Trip Cancellation and Trip Interruption:

Unless

otherwise provided by this plan Benefits will not be provided for any loss

resulting (in whole or in part) from:

…(b)

changes in plans by the Insured, a Family Member or

Traveling

Companion for any reason, unless Cancel for

Any

Reason was purchased;…

Section II - Benefits

TRIP CANCELLATION AND/OR

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,

Business Partner or Host at Destination;

(1)

Sickness or Injury of an Insured, Traveling Companion or Family Member

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

to be canceled or interrupted or which results in medically imposed

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

continued participation in the Trip;

(2)

Sickness or Injury of a Family Member not traveling with the Insured must be

because their condition is life-threatening as certified by a Physician, or

they require the Insured’s immediate care. Such disability must be so disabling

as to reasonably cause a Trip to be canceled or interrupted and must be

certified by a Physician;

(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;

(4)

Sickness, Injury, death or hospitalization of the Insured's Host at

Destination. A Physician must certify the Sickness or Injury.

(b)

Financial Default of an airline, Cruise line or tour operator provided the

Financial Default occurs more than 14 days following an Insured's effective

date for the Trip Cancellation or Trip Interruption Benefits. There is no coverage

for the Financial Default of any person, organization, agency, or firm from

whom the Insured purchased travel arrangements supplied by others. This coverage

applies only if insurance was purchased within 15 days of Initial Trip Payment;

(c)

Inclement Weather causing delay or cancellation of travel;

(d)

Strike causing complete cessation of travel services at the point of departure

or Destination;

(e)

the Insured’s Primary Residence being made Uninhabitable or Inaccessible by

Natural Disaster, vandalism or burglary;

(f)

the Insured’s Destination being made Uninhabitable or Inaccessible by flood,

tornado, earthquake, volcanic eruption, fire, wildfire or blizzard that is due

to natural causes;

(g)

the Insured or Traveling Companion is hijacked, quarantined, subpoenaed or

required to serve on a jury;

(h)

the Insured or Traveling Companion is called to active military service or

military leave is revoked or reassigned;

(i)

a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days

of the Insured’s scheduled arrival;

(j)

the Insured or Traveling Companion is involuntarily terminated or laid off

through no fault of his or her own provided that he or she has been an active

employee for the same employer for at least 1 year. Termination must occur

following the effective date of coverage. This

provision

is not applicable to temporary employment, seasonal employment, independent

contractors or selfemployed persons;

(k)

a named hurricane causing cancellation or interruption of travel to the

Insured’s Destination 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 Destination Uninhabitable or Inaccessible;

(l)

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 the Insured’s Trip length;

(m)

the Insured or Traveling Companion is required to work during his/her scheduled

Trip. He/she must provide proof of requirement to work, such as a notarized

statement signed by an officer of his/her employer. In the situation of self-employment,

proof of self-employment and a notarized statement confirming that the Insured

is unable to travel due to his or her job obligations will be required;

(n)

the Insured or Traveling Companion is directly involved in a merger,

acquisition, government required product recall or bankruptcy proceedings and

must be currently employed by the company that is involved in said event; or

(o)

the Insured’s or Traveling Companion’s company is deemed to be unsuitable for

business due to burglary or Natural Disaster and the Insured or Traveling

Companion is directly involved as a Key Employee of the disaster recovery team.

It has been verified that the trip

was cancelled due to personal reasons. Based

on the documentation included in the claim file, we have determined that the

expenses being claimed are not covered under the terms of the policy. While

we wish the outcome of our review could have been more favorable, we must

adjudicate each claim in accordance with the terms and conditions of the policy

purchased by our Insured. Therefore, we

must maintain the denial of this claim as it falls outside the scope of the

coverage purchased.

Ms. [redacted] has been provided a

new medical certificate to be completed by the treating physician. We also recommend she include a copy of her

medical records dating between 11-23-14 through 08-30-15; once these items are

received, we will continue to review the Trip Cancellation claim.

Thank you for the opportunity to

review and respond to Ms. [redacted]’s concerns.

If Ms. [redacted] has any further questions relating to her claim, we

welcome her to contact our Claims

Department at ###-###-####.

Sincerely,

Business

Response:

To

whom it may concern:

This

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

claim.

The initial

claim correspondence received indicated that the trip was cancelled due to Ms.

[redacted]’s traveling companion cancelling the trip. Unfortunately, we were unable to extend

coverage for the loss as cancelling the trip due to a Traveling Companion

choosing not to take the trip is not a covered reason under the Trip

Cancellation benefit.

On

appeal we received a medical certificate filled out by Dr. [redacted] indicating

the medical condition being treated has a restriction that necessitates being

accompanied by someone when traveling.

This information does not provide the dates Ms. [redacted] was treated for

this condition that prevented travel.

The policy purchased excludes pre-existing condition as defined

below.

Please

refer to the policy wording, which states in pertinent part:

Section IV

EXCLUSIONS AND LIMITATIONS GENERAL EXCLUSIONS

This plan does not cover any loss caused by or

resulting from: … (o) PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Company

will not pay for any loss or expense incurred as the result of an Injury,

Sickness or other condition (excluding any condition from which death ensues)

of an Insured, Traveling Companion, Business Partner or Family Member which,

within the 180 day period immediately preceding and including the Insured’s

coverage effective date:

(a) first manifested itself, worsened, became

acute or had symptoms which would have prompted a reasonable person to seek

diagnosis, care or treatment;

(b) for which care or treatment was given or

recommended by a Physician;

(c) required taking prescription drugs or

medicines, unless the condition for which the drugs or medicines are taken

remains controlled without any change in the required prescription drugs or

medicines.

While we wish the outcome of our review could

have been more favorable, we must adjudicate each claim in accordance with the

terms and conditions of the policy purchased by our Insured. Therefore, we must maintain the denial of this

claim as it falls outside the scope of the coverage purchased. We encourage Ms.

[redacted] to furnish our office with the following

information. We will, of course,

re-evaluate our position on this claim upon receipt and review of such

information.

A copy of Ms. [redacted]’s medical

records for the period of 11/23/14 through 08/03/15 (date of cancellation) from

all treating physicians for this condition.

The requested medical records are required for further investigation in

determining if this condition is pre-existing to the policy effective date of 05/23/15.

Thank you for the

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

relating to her claim, we welcome her to contact our Claims Department at ###-###-####.Sincerely,[redacted]

Consumer

Response:

We purchased Travel Guard for my daughter and boyfriend for trip to Jamaica. This was done through Bookit who made airfare arrangements. On the way back to the States, the connecting flight in Miami had a short window for Denver. The kids got stuck in customs and had to go to a "secondary" screen. There were no problems but because of the delay they missed their flight and had to spend the night.
Travel guard implied that we should have worked this issue out with the airline although it was a delay in TSA. Many others had to rebook. We were asking for reimbursement only for the one night hotel, but after being treated rudely, they promised to send a claim form but never did. Now since it is past the "31" days to submit it won't even be considered.
I would like buyers to beware this is coverage on paper only and wasn't there when we needed it. In addition, the customer service was lacking and not sympathetic.

Review: May 29,2015 left for a cruise, flight US Air , before take off to Seattle,WA to arrive at 1:32pm for a pick up with Celebrity Cruise to Alaska we were told the flight is delayed with Mechanical problems after waiting 45mins.they boarded us and more trouble with the plane delayed again and sat in the plane until 1:30pm before take off we arrived in Seattle at 4:10pm by 4:40 the luggage arrived on the belt. the ship would not wait for us they want you on the ship by 4pm at the latest and the departs the pier a 5pm. I paid $34oo. and had ins. with Travel Guard Choice Plus Plan, they said the most we can get back $1000. plus we had to stay in a hotel for 2days until we could get a plane out to go home.we saved all our receipts,this doesn't seem fair to me.Can you help me in anyway.Travel Guard Claim #1913403 They said it was a miss connection how is that we on the plane we didn't miss it we were on that plane sitting all that timeDesired Settlement: I would like my full Cruise fee which was $3400. that I paid. and the Hotel fee which cost $199.plus taxes for 2 nights it was the only Hotel we could get was Sheraten in Seattle because of all the sports games that were played that same weekend.and eating, we saved all our receipts.

Business

Response:

To whom it may concern:

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Description: Insurance - Travel, Insurance Services, Insurance Agencies and Brokerages (NAICS: 524210)

Address: 3300 Business Park Dr, Stevens Point, Wisconsin, United States, 54482

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