Travel Guard Group, Inc.

as a costumer that have recently filed a baggage claim I feel that the company policy to expect any contact back from the company after 5 week of filling the claim is a fraud

Review: I purchased this insurance because I had a tour which required it. I ended up getting very sick. Over 4 months ago I submitted my claim via email. Since then I have not heard ONE single thing from them. Not confirmation of my submission, progress report, check, request for more information--complete and utter silence for 4 months after submission.Desired Settlement: I want the claim completed immediately. I want an email response to the submission of documents I sent 2 months ago, 2 months after my initial opening of the claim and request for a claim form. I am moving overseas in a month--How am I expected to receive payment after I move? I have already waited long enough. Please finish my claim immediately, or I'll report the business to the fraud protection agencies given that you've completely refused to even engage any contact with me.

Business

Response:

To Whom It May Concern:

This is in response to the concerns Mr. [redacted] has regarding his Trip Interruption claim.

As of today’s date, the only information we have received regarding Mr. [redacted]’s claim is the initial notification letter received on 7/21/14.

According to claim records, a claim was setup and claim forms were sent to Mr. [redacted] via email on 7/23/14 and again on 9/13/14. Since no documentation was received, the claim was closed until information is submitted on the file.

Mr. [redacted] contacted the claims dept via the Travel Guard website on 11/2/14 and 11/17/14. The analyst responded to Mr. [redacted]’s inquiries on 11/3/14 and 11/17/14 advising that we had not received any documentation regarding his trip interruption and included an additional copy of the claim form with the response.

We have attached another copy of the claim form to this response. Once we receive the required information from Mr. [redacted], we will be able review the claim. Should Mr. [redacted] have any questions regarding the information needed to review his claim, we welcome him to contact his claims analyst, [redacted] at ###-###-#### extension [redacted].

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

Sincerely,

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

Business

Response:

To whom it may concern:

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

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

Sincerely,

Consumer

Response:

In my experience, this company is a complete sham. A group of high school students had planned a trip to Spain. Some of them had been saving for two years to do this. You can read the story in the following two articles. Basically, Travel Guard sold them insurance and then screwed them when they tried to claim. This is NOT a company I would trust at all. And that's what insurance is all about - trust.

http://www.concordmonitor.com/community/town-by-town/pembroke/7037740-95/pembrok...⇄ />
http://www.concordmonitor.com/community/town-by-town/pembroke/7116320-95/spain-t...⇄

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

Business

Response:

To whom it may concern:

Review: Purchased Travel Guard insurance to cover flight and hotel for part of a trip we had planned for June 1. Became ill and was unable to travel; had to cancel trip last week of May. Submitted claim the beginning of June. Have supplied all documentation requested and claim has not been paid. At one point I was called and told it was approved and "check was in the mail"; two days later I received email stating they were contacting doctor for more information. Told auditor wanted documentation I had spoken to doctor on 4/28 and that was not in "notes" received. Faxed them copy of Rx label for antibiotic prescribed on that date by that doctor. Told not sufficient proof and now they have other questions. At another point in this process they told me they had repeatedly contacted another doctor and he had not responded. That dr. office had no record of any contacts. I picked up my records - which were totally irrelevant to my claim - and faxed them to Travel Guard myself. Had a different policy for the cruise part of our trip and that claim was paid June 24.Desired Settlement: Need claim approved and paid ($4000).

Business

Response:

To whom it may concern:

This response is regarding the concerns raised by Ms. [redacted] regarding her claim.

According to the claims records, Ms. [redacted] cancelled her trip due to her medical condition. Medical records were requested from Ms. [redacted]’s treating physicians to rule out a possible pre-existing medical condition. Medical records were received from Ms. [redacted]’s treating physicians and upon an additional review it was found not all medical records were received from the physician as requested. In pertinent part, the policy states:

Section IV

EXCLUSIONS AND LIMITATIONS

GENERAL EXCLUSIONS

… (o) PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Company will not pay for any loss or expense incurred as the result of an Injury, Sickness or other condition (excluding any condition from which death ensues) of an Insured, Traveling Companion, Business Partner or Family Member which, within the 180 day period immediately preceding and including the Insured’s coverage effective date: (a) first manifested itself, worsened, became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; (b) for which care or treatment was given or recommended by a Physician; (c) required taking prescription drugs or medicines, unless the condition for which the drugs or medicines are taken remains controlled without any change in the required prescription drugs or medicines.

The analyst attempted to contact Ms. [redacted]’s physician via telephone on 7/24, 7/28, 7/29, and 7/30/14. Each attempt to contact the physician via telephone, the analyst has been advised that the physician’s office is closed. Since the analyst was unable to contact the physician by phone, she has faxed a written request to the office. The analyst has been in constant contact with Ms. [redacted] during this process and keeping her updated on the status of this request.

Once we receive the required information from Ms. [redacted]’s physician, 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 ###-###-####.

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

Sincerely,

Business

Response:

To whom it may concern:

This response is regarding the additional concerns raised by Ms. [redacted] regarding her claim.

According to the claim information, the required information has been received from Ms. [redacted]’s physician and the claim has been finalized as of 8/11/14. Should Ms. [redacted] have any questions regarding the information needed to review her claim, we welcome her to contact her claims analyst, [redacted] at ###-###-####.

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

Sincerely,

Consumer

Response:

On Tue, Aug 12, 2014 at 1:02 PM, [redacted] wrote:

Hello,

I am happy to inform you that my claim has been approved. I was assured of this verbally by the [redacted] on Friday, it was posted on their site Monday, and today the automated system informed me that a check has been written.

Absolutely HORRIBLE experience working with Travel Guard. We purchased our policy in August of 2015 for our honeymoon travel to Fiji in March 2016. 2/20/16 Fiji experienced the strongest cyclone on record (Winston) which evidently closed the resort we were supposed to travel to. We filed a claim on 2/26/16 (Claim# [redacted]) having to cancel our trip because the resort we were going to was CLOSED. We submitted all documentation including a letter straight from the resort explaining why they needed to close and not accept guests at that time on 2/26/2016. I called back in March for an update and was told I needed to "wait 4 weeks and call back if I hadn't heard anything". Time went on and I called back in early April after it had been 4 weeks and was given the name and number of my claims adjuster which I also tried to leave a message for but never received a response back. Placed a call back to the very friendly customer service agent that did return all my messages and she said she would "escalate our claim". We then apparently got assigned to a different adjuster because I received a response back from a new claims adjuster saying they were now working on our claim and that they needed to contact our tour operator to verify the cancellation policy. A few more weeks went by again with no response (I was hesitant to try and call back because I once had to wait over an hour on hold to get in touch with anyone in the claims department). I again tried to reach out to the claims adjuster via email and voicemail with no response. I called the very friendly and helpful customer service rep back again and she said she'd "cc the adjuster's supervisor". Coincidently every time the supervisor was copied we then received a response from the adjuster. As of 5/3/2016 the adjuster still states that she "has contacted the tour operator twice to verify cancellation penalties with no response from them so nothing can be done until they get back to her." 5/4/2016, I called our tour operator to verify this and our tour operator has received absolutely no information from Travel Guard. They checked email, voicemail, fax and their general mailbox and never received any information which our claims adjuster states she tried to contact them on multiple occasions. Our claims adjuster even stated in a voicemail she was trying to contact "Down Under Answers" which is in fact the same people I got an immediate phone call and return email back from within 15 minutes of trying to contact them this morning just to verify they were trying to contact the correct tour operator. I again have emailed and left voicemails to follow up with said claims adjuster regarding this with no response. I also left a voicemail for her supervisor. In an attempt to discuss my serious concern regarding how this claim is being handled I called back the very friendly and very helpful customer service rep who always seems to get the ball rolling. She verified that they are waiting for proof of the resort being closed (which she actually found right in the file and verified that this was indeed proof with her supervisor) as well as cancellation penalties. I also informed her that now our tour operator has taken the initiative to reach out to Travel Guard and attempted to contact the claims adjuster directly this morning (I was cc'd on the email). The tour operator emailed our claims adjuster today verifying again that they had not received any documentation from them but to please contact them regarding the claim so they could get this sorted out for their client. All in all.... it's been over 2 months and we are still out the $19,205.56 that Travel Guard owes us. I used to work in the insurance industry and can assure you this is definitely not excellent customer service! I'm embarrassed for your company that 2 months have gone by and not 1 thing has progressed on getting our claim handled except a lot of emails back and forth from customer service regarding the claimant not receiving responses back from anyone. I actually highly praise her courage and customer service skills. She was the only one who repeatedly was "reaching out for us on account that she was going to get yelled at for continually contacting the people I had already tried to." Yelling at the employees who actually are trying to help? Doesn't really seem logical to me.

Review: this was the claim submitted on 9/30/2015 to travelguard...

Myself: I was on the last stop of my journey leaving Sheremetyevo international airport (In Russia), on September 24th, around 12:00pm I noticed my luggage I had with me was broken into and my laptop & GoPro (Video Camera) were stolen & my luggage was damaged. I wanted to file a report with the airport security but they informed me if wanted to get a report it will take around 2+ hours and require me to leave the TSA area and have to re-wait in line to enter the boarding terminals again. Since my flight was only about an hour away I didn’t have time to do this. They basically told me they couldn’t help me and people get their things pickpocketed/stolen by thieves all the time.

I have included images of the luggage & receipt, looks like the zipper pulls were cut as well part of the locking mechanism. The luggage can no longer be locked and I cannot use this anymore. $122.39

I have also included the PayPal Receipt for the GoPro Camera I purchased $329.99

I have also included the Credit card statement for my Laptop Purchased. (AMEX TRANSACTION DETAIL) $652.91

This was Travelguards reply on (10/6/2015)...

Dear [redacted] :

Thank you for the information received. Please send the following, to further process your claim.

* The baggage coverage on this policy is secondary/excess. Please submit a copy of your homeowners/renters settlement check or denial letter.

* If the value of the items that you are claiming are less than the homeowners/renters deductible, please provide a copy of the homeowners/renters insurance declaration page showing the deductible amount.

To ensure efficient processing of the claim, please include a copy of this letter with any documents you submit to the Claims Department.

Myself: I replied back with the homeowners insurance copy on (10/6/2015)...

Travelguard: (10/7/2015) Thank you [redacted]…for the copy of the homeowner’s insurance information.

Your claim is being reviewed for payment. Please note that the Baggage and Personal Effects benefit limit coverage on all losses for cameras and computers is an aggregate of $500.00. Therefore the amount for your claim that is being reviewed for payment is total $622.39 ($500.00 aggregate for the camera & computer, plus the damaged bag $122.39 = $622.39).

If any additional information would be needed we will let you know. Otherwise allow 7 to 10 days to receive the check in the mail. Let me know if you have any questions or concerns. Thank you and best regards.

Traveguard: Basically travelguard called me a few days later ([redacted])###-###-####

saying oh sorry your claim is denied because you dont have a police report, I let them know the reason I couldn't & didnt have enough time before departure and they basically said they cant do anything & wont reimburse me anything.

I sent [redacted] from travelguuard an email...([redacted])

Hello [redacted],

Please see attached for screenshot . It does say there is an alternative to the police report. (see link http://www.travelguard.com/aboutus/claims/claimsTG/ ) go to baggage loss section. It states "If no incident report was filed, we need proof of travel, such as a ticket stub, itinerary, or invoice, something that proves travel on that date."

If this is not the case TravelGuard is trying to confuse the consumer. also Basically you are saying then there is a loop of coverage it does not cover stolen items, Because if someone has a stolen item before departure in a foreign country they are basically out of luck. There is nothing that they can do. How can you expect them to get a police report if they don’t have time & were leaving the country. Also like I stated in Russia, they wanted me to leave the TSA security area in order to file for a police report, which I did not have time for. I’m not going to pay $1000+ dollars for a later flight just for a police report; TravelGuard has to understand that ever country has different expectations/Rules, Sometimes you cannot get a police report. Also I got the “Platinum” package which is supposed to have the best coverage, turns out you are not trying to cover me at all. This claim does need to get paid.Desired Settlement: Resolution needed: Basically they need to approve my claim and pay me out, this is unfair business practices and they are trying to confuse the consumer.

look at link http://www.travelguard.com/aboutus/claims/claimsTG/

go to baggage loss section. It states "If no incident report was filed, we need proof of travel, such as a ticket stub, itinerary, or invoice, something that proves travel on that date."

Business

Response:

To whom it may concern:

This is in response to the

concerns raised by Mr. [redacted] regarding his baggage claim.

According to the

information provided, Mr. [redacted]’s luggage was damaged and items were stolen

while traveling. Unfortunately, we did

not receive a police report for the theft or a proof of loss for the damage;

therefore, we are unable to extend coverage for the loss.

Please

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

Baggage and Personal Effects Proof of Loss: The Insured must:

(a) report theft Losses to

police or other local authorities as soon as possible;

(b) take reasonable steps to

protect his/her Baggage from further damage and make necessary and reasonable

temporary repairs; (The Company will reimburse the Insured for those expenses.

The Company will not pay for further damage if the Insured fails to protect

his/her Baggage);

(c) allow the Company to

examine the damaged Baggage and/or the Company may require the damaged item to

be sent in the event of payment;

(d) send sworn proof of Loss

as soon as possible from date of Loss, providing amount of Loss, date, time,

and cause of Loss, and a complete list of damaged or lost items; and

(e) in the event of theft or

unauthorized use of the Insured’s credit cards, the Insured must notify the

credit card company immediately to prevent further unlawful activity.

Notice of Loss. If the Insured's property covered under the Policy

is lost or damaged, the Insured must:

(a) notify Travel Guard as

soon as possible;

(b) take immediate steps to

protect, save and/or recover the covered property;

(c) give immediate notice to

the carrier or bailee who is or may be liable for the Loss or damage;

(d) notify the police or

other authority in the case of robbery or theft within 24 hours.

Proof of Loss. The Insured must furnish Travel Guard with proof of

Loss. Proof of Loss includes police or other local authority reports or

documentation from the appropriate party responsible for the Loss. It must be

filed within 90 days from the date of Loss. Failure to comply with these

conditions shall not invalidate any claims under the Policy.

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

###-###-####.

Sincerely,

I honestly had the worst experience with this "insurance" company. After waiting and waiting to hear from them, I finally called and asked for any updates regarding my claim. Their response was that they needed more information from me, which I did, then they said "sorry my claim was not approved". Honestly, I wasn't even surprised their decision.

Review: I purchased Travel Guard coverage for sporting event tickets. The chance that I have to travel for work on the day of event was very high. Unfortunately, my work related trip fell on the day of the event that I bought tickets for. I filed the claim to Travel Guard, coverage was denied. Answer - work related tickets cancellations are not covered in my state. In addition to it it took 15 calls back and forth to get in touch with this company representatives, they never take calls, instead they call back whenever they want and most of the time I was busy with my own work when they call back. In relation to coverage in my state: my decision to buy coverage was based on the information provided in the link on ticket purchase webpage where it was stated that work related ticket cancellation is one of the most common examples; description of coverage was in another tab and confirmed this statement, small text however says that document should not be used for such and such states (the list is long). I did not pay attention to this as it was hidden on that document. Apparently there is different document for coverage in my state. If I would refer to the webpage they tell me to I would literally hit the wall as it asks me to provide product number, code and other stuff that I would never know. The bottom line - even if I went through all the guidance to get to coverage description particular to my state I would never get to it. AND I am only buying 3 tickets for sporting event that cost $30 each. Would I spend all this time reading pages and pages of information on offered coverage? Obviously NOT. MY case was shown in the list of common examples and I took this coverage..... It turns out the whole coverage is complete scam, I don't see it any other way. From the day I purchased it until the day I finally had productive conversation with their rep they did everything they can to sidetrack me from reality.Desired Settlement: Insurance Claim Settlement - $90.05

Business

Response:

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

Business

Response:

To whom it may concern:

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

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

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

Sincerely,

Consumer

Response:

Review: We had purchased Travel Insurance for an upcoming trip to Florida for my husband, my mom and myself. Per the agreement we could cancel at any time. Since booking this trip my mother has had to cancel. She owns her own company and due to unforeseen circumstances she is unable to come. When I called Travel Guard they told me that I was not entitled to a refund but I could try. They sent me forms that would require my mom to seek medical attention for 6 mths. Her cancelling has nothing to do with a medical reason.Desired Settlement: We are requesting a refund for the price of my mom's (Kathleen Jepson) ticket $276.44.

Business

Response:

To whom it may concern,

Review: I bought a travel Guard Insurance policy and options that included flight delay and other options because I was traveling with my ** year old

mother. On my return flight from Guangzhou to Hong Kong to San Francisco ; My flight on Dragonair from Guanzhou to Hong Kong was delayed

by 2 hours due to weather conditions and aircraft rotation. Consequently, I missed my connection on Cathay Pacific from Hong Kong to SFO.

I provided 18 pages of supporting documents by the Airline to Travel Guard . I spent 1 day or 24 hours at [redacted]. The additional option I

paid for was delay or cancellation for any reason. I am not seeking additional expenses except the flight delay. The policy does not indicate receipt for hotel etc. I had informed Travel Guard about the delay within 2 hours of delay. The Travel Guard company is trying to evade paying

for the delay. They had told me at the time and day of the delay that they were going to do their own investigation. I have also provided the hotel

room number and the day of my stay and the address etc. The travel date was May 27th, 2013 and I could not travel until the 28th,2013.Desired Settlement: Pay $750.00 per per person for 2 travellers 0r $1500.00 as required by policy

Business

Response:

To whom it may concern:

Review: On June 23, 2014 I purchased a trip to Cancun, MX via Book It. Along with this trip I purchased travel insurance through Travel Guard. The travel dates were August 30, 2014 through September 5, 2014. I arrived in Cancun, MX with my cousin (also included on the purchase of this trip and insurance) and we were having a great time. On August 31, that night, I received a phone call from my mother indicating that my father was going to have emergency surgery. He had a hole in his colon and this is a serious condition which can result in death. I wanted to get home right away in order to be there with my family and my father, especially since this was such a serious condition. I was able to catch a flight out on Monday, September 1, while my cousin wasn't able to fly out until the next day, September 2. Because my trip was cut short, due to the emergency surgery that my father had to have, I filed a claim with Travel Guard to have my money refunded for the days that I wasn't there, including my cousin. This would be for September 2 through September 5. I filled out the necessary paperwork required by Travel Guard and sent medical records indicating the surgery of my father. Travel Guard keeps wanting more documentation before they will reimburse my money. I have provided them all I have and all the doctors will provide. This is ridiculous that I have to go through this to get my claim. My vacation turned into a nightmare when my father needed this surgery. Trust me, both my cousin and I would have preferred to relax in Mexico instead of dealing with the sickness of my father. I thought the insurance would cover in case it was ever needed and sadly it was, but Travel Guard is not cooperating and giving me the money on my claim.Desired Settlement: To receive the money on my claim that I am owed from September 2 through 5, 2014.

Business

Response:

To Whom It May Concern:

Review: I purchase travel insurance on 3 airline tickets from travel guard company for my trip to Florida. My husband got sick and impatient and we could not travel . I filed a claim and submitted all the papers from the doctors. till now it has been more than 3 months didn't get any reimbursement. Every time I call thy tell me will be done in the next 10 days and I don't know how many 10 days have passed till not and nothing happenedDesired Settlement: pls refund my travel tickets money as per claim number [redacted]

Business

Response:

3/23/16 To whom it may concern, This is in response to the concern raised by [redacted] regarding their trip cancellation claim (#[redacted]). The latest correspondence included a statement from the insured indicating that they are not satisfied with the processing time thus far with the claim. We received additional information on 3/10/16, and the claim will be further processed with that information. We handle the claim processing based on when the documentation was received, and process claims in date order. We apologize with the delay in processing this specific claim, but it will be processed shortly. Thank you for the opportunity to review and respond to [redacted]’s concerns. If [redacted] has any further questions related to the claim, we welcome [redacted] 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] (Claims Manager) /dr

Review: I took out travelers insurance for my airline flight which is leaving on january 20,2015. I developed skin cancer and had to cancel my flight to florida because my doctor said it was detrimental to my health to be in Florida for a month. And Travel Guard sent me a claim form which my surgeon signed and my primary doctor signed. In addition Travel Guard requested all my medical papers, which my doctor sent and signed and still they are continuing to dispute the claim. They are charging me $100 to cancel and an additional $100 to change my flight. What was the insurance for??? Please help me and have them stop this ridiculous suit.Desired Settlement: $297.98

Business

Response:

To whom it may concern:

Review: I, [redacted] purchased three tickets from the turkish airlines for a trip to Georgia-Tbilisi about 6 months ago (end of January 2015), the confirmation # is [redacted], and the tickets were for Oct 10th. I was offered and advised to get insurance for the tickets, and I thought it would be a good idea. Thus, I purchased insurance from AIG TRAVEL GUARD insurance for all the tickets, the policy # for it is [redacted]. It turned out that my friend-[redacted], ended up not being able to go, due to a medical problem. He is legally almost blind, and he's vision worsened, and he decided to not go (I showed medical papers to the agency of this). So, I decided to cash in my insurance; I canceled his ticket, and started the claim process (my claim number for it was [redacted]). All this time, till today I've been trying to get the money back, I've sent them numerous forms, medical papers, and talked to them countless time, but no result. Its almost about to be a year in a couple of months since I purchased the insurance, and my trip is happening soon, and I am flabbergasted that in my 6 month process I still have yet to get my money back. Thus, I am making this complaint.Desired Settlement: I would like to get the money for the ticket back.

Business

Response:

To whom it may concern: This response is regarding the concerns raised by Mr. [redacted] regarding his friend, Mr. [redacted]’s trip cancellation claim. According to the claim documentation, Mr. [redacted]’s trip was cancelled due to a medical condition. To determine coverage under the policy and to confirm if Mr. [redacted]’s policy is eligible for the pre-existing medical condition waiver, we need to confirm whether he was medically able to travel at the time the policy was purchased. Mr. [redacted]’s policy states, In pertinent part: Extra coverage(when coverage is purchased within 15 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 Mr. [redacted]’s physician’s office to obtain the doctor’s statement; however, they require the request be submitted in writing with their own specific Medical Authorization for Release of Information form. The release form was sent to Mr. [redacted] on 6/26/15, 7/16/15, 8/25/15 and 9/14/15. Mr. [redacted] submitted the requested form on 9/18/15 and the written request for the medical information was resent on 9/21/15. 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 Mr. [redacted] have any questions regarding the information needed to review the claim, we welcome him to contact the claims analyst, Courtney Vang, at 1-800-826-7791 extension 11036.Thank you for the opportunity to review and respond to Mr. [redacted] concerns. Sincerely, [redacted]

Review: I purchased travel guard for a trip, we filed a claim according to their policy details and they have not settled and have told me that it will most likely be denied.Desired Settlement: I would like travel guard to do what is stated in their policy .

Business

Response:

To whom it may concern:

Review: I purchased travel insurance with Travel Guard through Travel Warther. The Explanation of Benefits states that Trip Interruption coverage is 100% Trip Cost Per insured. I had to return home from England on Day 3 of a 9 day trip because of limited mobility and excruciating pain. (It was later diagnosed as a pinched nerve, and required surgery.) I received a check for $2905.00 of the $4585.00 trip cost.Desired Settlement: I need the balance of $1680.

Business

Response:

To whom it may concern:

Review: I purchased a travel policy via their internet site in good faith. After reviewing the policy, (within 24 hours) I attempted to cancel the policy. I was not able to cancel via their web site since they have not mechanism to terminate a policy. Upon calling the company, I was informed to send them an email explaining my reason for the cancellation. Upon doing so, I received an automated reply. I was billed 252.00 dollars for the policy in or about August 19, 2014. On August 20th 2014, I received a credit of 246.00 dollars minus a 6.00 dollar administrative cancellation fee. I believe the fee is unjustified and not clearly advertised on their web page.Desired Settlement: return the 6.00 dollars as credit to my card.

Business

Response:

Thank you for this information. Because of the laws in New York, we must adminster the policy as we are able to legally, this is the reason we did deny the request of $6. We have resolved this request with the customer via email. Should there be any other questions, please let me know directly.

Sincerely,

Review: I purchased this insurance on the phone, given a price and e-mail of this policy followed.There was NO mention of a preexisting condition clause If I was told this I would have definitely have purchased what ever it was because my husband has a long history of cardiac problems including an implanted defibrillator.Only a fool would have ignored this clause,he could have easily had a heart attack.

In stead he was having trouble walking.I even made sure the tour operator had a wheelchair waiting for us at the airport.His condition worsened and our doctor advised us not to travel.All this was documented in the extensive paper work required.

Our claim was denied.

I had no knowledge of this preexisting clause, the paper work received from them said nothing.As stated if I had known due to his cardiac history I would have purchased whatever was necessary or not have bought this insurance. All phone calls to them went unanswered,Desired Settlement: I would like full refund for the price of the trip.That is why we buy insurance!

Business

Response:

To whom it may concern:

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

As previously discussed with Mrs. [redacted], the condition of her husband me the policy’s Pre-Existing Medical Condition exclusion as treatment was administered during the 180 day period immediately preceding and including the coverage effective date of 3/20/2014. We find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

Please note that we have also reviewed the original sales call on 3/19/2014 between Mrs. [redacted] and Travel Guard’s Sales Rep. During the call, Mrs. [redacted] discussed the Pre-Existing Medical Condition Exclusion Waiver available for purchase with Travel Guard’s Sales Rep. Mrs. [redacted] referenced that her husband did have existing conditions, but they were controlled and stable and wouldn’t be pre-existing. For this reason, this optional reason was not added for purchase.

While we maintain that this claim has been properly adjudicated, we welcome the [redacted]’s to submit complete medical records in their support that Mr. [redacted]’s medical condition does not fall under the Pre-Existing Medical Condition exclusion. For appeal, we require complete medical records from the Physicians that treated Mr. [redacted]’s condition that caused the cancellation of the trip with treatment dates between 9/21/2013 through 6/2/2014. Upon receipt of these records, the claim will be reviewed to determine if the condition remained controlled during the Pre-Existing look back period from the policy effective date of 3/20/2014.

Should Mrs. [redacted] have any questions regarding the outcome of our review or what information is needed in appeal, she is welcome to contact her adjuster, Susie Jensen, at ###-###-#### Ext. #####.

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

Sincerely,