Travel Guard Group, Inc.

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:

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:

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: 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:

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.

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: 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.

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: 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 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: 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,

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: 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 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: Paid August 22, 2013, for Travel Insurance for myself and my wife for our vacation scheduled 10/1/13 through 10/8/13 to Cancun, Mexico. My mother-in-law's condition worsened on September 30,2013 and my wife and I were unable to start our vacation on October 1,2013. I have sent correspondence from my mother-in-law's doctor and Hospice stating that my wife was needed to attend to her mother in her final days and hours. Travel Guard is denying my claim against my trip insurance product#[redacted], effective 8/22/2013 covering $1000.00 the price of our airline tickets. I have purchased this product 3 times in the last 2 years concerning the possible occurrence. I was not informed that if it was a pre-existing medical condition exclusion that my airline tickets would not be covered under this insurance. I did not receive any policy stating the exclusion and was very upset when I received correspondence from Travel Guard stating the pre-existing medical condition exclusion. CSA Travel Protection paid for my hotel and amenities that I was unable to use and had purchased with no qualms as to pre-existing condition. All I am asking is that Travel Insurance complete the transaction that I have purchased many times with them, being covering the purchase price of my airline tickets. Claim# [redacted], Contact with [redacted], and [redacted] from Travel Guard.Desired Settlement: I want the refund of the purchase price of the airline tickets purchase for myself and my wife. I purchased this Travel Insurance in good faith and good money for any emergency conditions that may occur when I plan a vacation. I will not be using your company EVER AGAIN as your product and policies are not clearly explained by your seller. Again, desired outcome of this complaint will be a refund of the purchase price of the airline tickets.

Business

Response:

To whom it may concern:

This response is regarding the concerns of Mr. [redacted] on his insurance claim and policy sale.

We have confirmed that the claim has been properly adjudicated under the terms and conditions of the policy purchased. While we maintain the claim was properly adjudicated, we have confirmed that Mr. [redacted] was not provided a copy of his policy prior to or concurrent with the sale of insurance. In particular, we have identified that he was not made aware of the Pre-Existing Medical Condition Exclusion. Due to the issues with the sale and fulfillment of the insurance policy, we are making a one-time, good faith gesture to honor reimbursement of this claim.

Please note that the claim has been reopened today and returned to Mr. [redacted]'s adjuster, [redacted], for processing of the claim reimbursement. Should Mr. [redacted] have any questions, we welcome him to contact [redacted] at ###-###-#### Ext. [redacted].

Sincerely,

Review: I had purchased online through [redacted] 3 different vacation rentals for 1 week each in South Lake Tahoe, and I also purchased travel insurance in case there were any issues and I needed to cancel the trip. When purchasing the insurance at no time was I given a contract showing the terms of the insurance policy, or a link to the site showing the policy. I had to cancel the trip a couple of days after booking due to work obligations, and when I called the insurance company they stated that since it was due to work it should be covered and to type up a letter and have it notarized and mailed in to file a claim. I did that and shortly after I received a letter stating the claim was denied as the policy did not cover trip cancellations due to work related obligations. I called the company back asking that a copy of the agreement be email to me and I still have not received one. The agreement they have posted on their site does not stated anything about employment obligations not being covered. I also went to their website and there you can put in the policy information to pull up the policy to review the policy online, when I enter in the policy numbers I was given nothing comes up, it states invalid policy numbers.Desired Settlement: I would like a refund of the 3 weeks that I cancelled. I gave plenty of notice on the cancellations. Never at any time was I told that there were exceptions to the reasons why I would be allowed to cancel the trip, I was never given any terms or a copy of the contract. Even after the fact I've asked for copies and never received them.

Business

Response:

To whom it may concern:

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,

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 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 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: