Travel Guard Group, Inc.

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: 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: My son is in the [redacted]. He purchased travel insurance but had to cancel the flight due to being deployed to [redacted]. Travel Guard will not pay the claim as they want a letter from my son's commanding officer stating that his leave was cancelled. This is not available as my son's commanding officer is unavailable and would have no way to get this letter to me. I find it hard to believe that an insurance company will not honor this claim for this reason. I believe it unfair to my son and me since I paid for this ticket and insurance. this is Claim #[redacted]Desired Settlement: I would just like Travel guard to honor their claim.

Business

Response:

To whom it may concern:

This response is regarding the concerns raised by Mr. [redacted] regarding his son's claim.

For any claim, proof of reason is required for review to determine if a loss is or is not covered under the policy purchased. Documentation is required in the case of revoked leave to show this order. Please note this was received from Mr. [redacted] on 10/12/2013. At this time, we are followign up with [redacted] to confirm no refunds were issued and determine the total amount payable for this claim.

Upon receipt of the information from [redacted], Mr. [redacted]' son's adjuster, [redacted], will communicate regarding the payment forthcoming. Should Mr. [redacted] have any questions, we welcome him to contact our Claims Department at ###-###-####.

Sincerely,

Review: I purchased a vacation insurance policy with A.I.G (for $141) Months in advance and had to cancel my vacation due to a financial hardship. I was refunded The price of my vacation through the travel agency. When I Called travel Guard and explained the situation to try and get my refund for the insurance I purchased for this trip, they said that I would have to request it in writing which I did. I Explained to travel Guard that I had a financial hardship and would like a refund. I received a email back stating that they do not do refunds only future travel voucher. Which I The wrote them back explaining I will not be taking any trips again due to the hardship. I asked if I could have a refund and I think it is ridiculous that I can not have a refund especially since I canceled this well in advance. 8 months to be exact. I could really use that money to help with my hardship. Please help.Desired Settlement: I would just like my money refunded back to me minus the $6 processing fee. I could afford to lose $6. Not $135. I would also like to let other consumer know how unprofessional this company truly is.

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. thank you very much for your help. I have received a email from the business stating that they will refund my money as I requested. I thought I would just let you know that they have settled with me and I will keep you posted if they actually refund the money. they said that it will take anywhere from 48-72 hours.

Regards,

Review: RE: Claim # [redacted]

I was advised by Travel Guard AIG that my trip insurance claim due to a medical condition was denied due to a "pre-existing medical condition exclusion", due to the fact that I saw my doctor less than 90 days before my claim.

I have a Workers Compensation injury that is permanent in nature. I visit my doctor regularly to prevent exacerbations as per my doctors recommendation. I was in a great deal of pain and according to my doctor, I was "unable to travel". A doctors note was supplied to Travel Guard AIG explaining this.

The exacerbation and inability to travel was not the result of a pre-existing condition. My Doctors visit within the 90 window was simply routine preventative care, not because I was experiencing exacerbation. I have visited this doctor routinely for nearly 25 years to prevent this type of occurrence.

Additionally troubling to the denial of my claim is the fact that when I contacted Travel Guard AIG on July 16th to start my claim (4 days before my flight), the claims agent instructed me to "not" contact Frontier Airlines to cancel my flight, but to "no show" my flight. I was told that cancelling my flight would disqualify me from my ability to file a claim, so I did not. Had I at contacted Frontier Airlines, I could have at least received a partial credit. By following the direction of the Travel Guard AIG agent, I lost that opportunity. The Travel Guard AIG agent never advised me of that risk. That conversation was recorded.

I seek compensation for the full amount of my claim. $284.20Desired Settlement: Collection of my insurance claim in the amount of $284.20

Business

Response:

To

whom it may concern:

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

Cancellation claim.

Thank you for the additional information; new claim information regarding the

Trip Cancellation has been received and is under review. A Claims Quality

Assurance representative will be in contact with Mr. [redacted] once their review has

been completed. Please be advised that we must adjudicate each claim in

accordance with the terms and conditions of the policy purchased by our

Insured.

Thank you for the opportunity to review and respond to 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,

Consumer

Response:

Review: My husband [redacted] and I planned our Wedding/vacation last April. We booked our flight, with no insurance. Several months after booking our vacation [redacted]'s father become ill, [redacted]. When approaching our Wedding date/honeymoon neither one of us felt comfortable leaving at this time with his fathers health ailing. We called Travel Guard Insurance and talked to [redacted] employee about our concerns. He said if we paid $118.86 to take out insurance would have our travel covered. We did. [redacted]'s father became worse and we made the decision not to travel at that time. Made proper phone calls to Travel Agent to postpone our travel. Thank God we did, his father passed away April 29,2014. After funeral I called to rebook our Wedding.... to find out the insurance we took out did not cover the reservation that we were told. Not only did we lose out on the $118.86 we spent on the insurance, our vacation was charged over $1700.00 for a cancellation fee!!! We would like a credit for the insurance we purchased from Travel Guard. Please contact me with any information you could help me and my husband out with this matter. Thank you, [redacted]Desired Settlement: [redacted] and I would like to be refunded $118.86. The amount it cost to purchase this insurance that did not cover what the employee said that it would. Thank you, [redacted]

Business

Response:

Thank you for contacting Travel Guard. This insurance policy was purchased in April of 2014 and Travel Guard has been covering the trip for Trip Cancellation coverage since that date. We have reviewed both calls from the first call that was made to purchase with [redacted] and the second call with [redacted]. Each call the customer addressed the concern and each representative explained the reasons that would be covered and never confirmed the situation described as being covered. The insurance has now been used to file a claim, so naturally we cannot refund the insurance since it's been utilized. We do issue refunds within the Satisfation Period and we review over requests before the travel dates. The travel dates in this case were back in April of 2014, so this policy is expired and the premium is non-refundable.

Our company always strives to give the finest quality service to our customers, while administering the contract as it is written.

Review: We obtained a Travel Guard trip insurance policy underwriten by National Union Fire Insurance. WeInsure agent sold the policy to us. WeInsure has been unwilling to clarify even the most basic policy questions including dates. WeInsure agent stated that they would try to help with our claim because they did not want to be selling a "junk product." After that promise the agent never returned phone calls. He did write to us that he would no longer assist because he did "nothing wrong" and did not appreciate being threatened with Revdex.com and other grievance procedures. Our complaint is specifically that WeInsure has been unable to answer basic questions about products including coverage dates for a policy that they issued November 2013. Desired Settlement: We would like clarification of dates that Mr. [redacted] was required to document when he took our money and issued the defective policy. I would like for this complaint to remain unedited on the Revdex.com website. Again, We are sorry that Mr. [redacted] does not feel responsible for the dates but that he cannot explain and look forward to working this out with We Insure.

Business

Response:

To whom it may concern:

This is in response to Mr. [redacted]'s concerns regarding his mother's recent claim.

Ms. [redacted]'s claim is under further review at this time and a claims adjuster will be in contact with Mr. [redacted] within the next few days.

Should Mr. [redacted] have any questions regarding the claim, we welcome him to contact the claims analyst, [redacted], at ###-###-#### extension [redacted].

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

Sincerely,

Review: On October 21st 2015, I decided to book my father [redacted] A [redacted] an airplane ticket from Chicago to visit his brother in Los Angeles for December 10th since my uncle was diagnosed with kidney cancer a year ago & due to other issues my father had not been able to fly out there since then & prices were really low for that weekend as well. On Sunday October 25th my uncle informed us that on that friday October 23rd (2 days after I had purchased the ticket) his doctor gave him the news that the cancer had progressed to Stage 4 & he will no longer be eligible to receive chemotherapy. I canceled the airplane ticket that night after discussing options for my uncle to fly out of the country to receive alternative treatments rather then just waiting for him to pass away. I faxed over the claim forms on October 27th with as much information as I could & explaining to them that I could not obtain my uncles signature since he's out of the country & doesn't even have access to a computer. We also don't have access to his physician & could not receive the medical certificate. On November 4th the claims analyst sent me an email asking again for my uncles signature & medical records. I then replied to her a couple hours later explaining the situation again. I waited 2 days for a reply & no one could get back to me until earlier today, with the simple reply we can not process your request until we receive the information requested. Spirit Airlines only gives you a limited time to finish the purchase (not enough time to read over the entire insurance certificate) I was completely unaware that a medical certificate will be required by the ill family member that we were visiting since this is not mentioned in the

TRIP CANCELLATION AND INTERRUPTION SECTION :

SECTION I SECTION II SECTION III SECTION IV SECTION V SECTION VI

EFFECTIVE AND TERMINATION DATES BENEFITS

DEFINITIONS

EXCLUSIONS AND LIMITATIONS PAYMENT OF CLAIMS

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

Coverage only available to Illinois residents.

GENERAL PROVISIONS

Traveling Companion or Business Partner.

Thank you so much,

[redacted]Desired Settlement: I would just like to be refunded for the ticket which is only $106.18 but at this point of our lives its a great help for my family. I also feel that the date of the cancellation was more than enough time (way over a month) for the re-sale of the ticket.

Business

Response:

To

Whom It May Concern:

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

her father’s claim.

According to the claims records, Mr. [redacted] cancelled his trip

due to the illness of a family member. A

letter of request was mailed to Mr. [redacted] on 11/4/15 requesting the

following required information:

Sign medical authorization form by ill partyPhysician's statement providing specific diagnosis,

date of diagnosis, and dates of treatment. Please have treating physician at

the time of the diagnosis complete the Medical Certificate that was provided.

We need to have proof of reason completed by a Doctor.

Mr. [redacted]’s

policy states in pertinent part:

Trip

Cancellation and Trip Interruption Proof of Loss: The Insured

must provide Travel Guard documentation of the cancellation or interruption and

proof of the expenses incurred. The Insured must provide proof of payment for

the Trip such as canceled check or credit card statements, proof of refunds received,

copies of applicable tour operator or Common Carrier cancellation policies, and

any other information reasonably required to prove the Loss. Claims involving

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

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

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

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

Additionally:

FIFTEEN

DAY LOOK:

You may cancel this insurance by giving the Company or the agent written notice

within the first to occur of the following: (a) 15 days from the Effective Date

of your insurance; or (b) your Scheduled Departure Date. If you do this,

the Company

will refund your premium paid provided no insured has filed a claim under this

Certificate.

We are unable to further process the Trip Cancellation claim

without this information. Once we receive the required information, we can

continue to review the claim. Please

note that the policy is non-refundable for 15 days after the effective to

insure the purchaser has time to review the policy purchased and request a

refund if the coverage does not meet their necessity.

Should Ms. [redacted] have any further questions regarding the

information needed to review her father’s claim, we welcome her to contact the

claims analyst, [redacted] directly at 715-345-8552.

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

concerns.

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 As mentioned in my initial complaint I can not obtain the medical certificate from my uncles doctor because he is out of the country. I do not understand what the point of this insurance is if I can not cancel when I can no longer travel. The certificate requirements are not stated on the first page that states I can cancel if a family member becomes ill.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

To whom it may concern:

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

regarding her father’s Trip Cancellation claim.

We understand Ms. [redacted]’s frustration and concerns;

however, the requested medical documentation is required information to

finalize the Trip Cancellation claim. Proof of loss is a requirement for all

Travel Insurance claims filed and are subject to proper claim procedures.

Attached is an electronic copy of the Medical Certificate

that can be emailed to the patient’s attending physician. The Medical

Certificate can be returned to AIG via email or fax once completed.

We encourage Ms. [redacted] to contact the claims adjuster, [redacted] directly at ###-###-#### with further questions regarding the claim.

Thank you for the opportunity to

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

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.As stated over and over again I can not provide with the medical certificate. I should've listened to co-workers advise and never booked with this airline, any other airline would cancel with out going through all this. I will make sure none of my family, friends and co-workers ever travel with you guys.

Review: Company sold me travel insurance claiming they would reimburse any unforeseen travel expenses due to a trip interruption. I purchased their contract along with my airline tickets through an on-line retailer. When I arrived for my [redacted] on July 13, 2015 I suddenly started to bleed from the nose profusely for about 2 hours. It stopped for a while but once in the plane it started again and other passengers noticed. I was approached by several flight attendants and they wanted to know what was wrong. They went and told the captain (pilot) of the plane and they came back again and told me to leave the plane due to my medical condition. As a result I was forced to purchase another bus ticket home and back to the airport the next day costing me an additional $50. I want this company to uphold its agreement that they would reimburse me for my unforeseen medical condition like their contract states. Travel Guard is making excuses now saying they want a written note from the airline which is impossible to get! I already gave them the airline tickets and extra bus tickets showing I had to board the very next day for my international flight! This company is nothing but a scam as I am finding out with lots of complaints against them.Desired Settlement: I want my $50 bus tickets reimbursed for my unforeseen medical condition resulting in being removed from the airplane and missing my flight.

Business

Response:

To whom it may concern: This is in response to the concerns raised by Mr. [redacted] concerning his travel claim. According to the information provided, Mr. [redacted] was denied boarding due to a medical condition. Medical conditions that cause interruption or cancellation of the intended travel are required to be certified by a Physician. Unfortunately, as a Physician did not certify the loss, benefits would not be payable under Trip Interruption. Please refer to the policy wording, which states in pertinent part: TRIP CANCELLATION AND INTERRUPTION The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule 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 or Business Partner;(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 your continued participation in the Trip; (2) Sickness or Injury of a Family Member not traveling with the Insured;(3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.(b) Inclement Weather causing delay or cancellation of travel; (c) Strike causing complete cessation of travel services at the point of departure or Destination; (d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary; (e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury; (f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination;(gi) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;(h) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than 14 days after an Insured’s effective date of coverage provided that he or she has been an active employee 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 self-employed persons. “Physician” means a licensed practitioner of medical, surgical, dental, services or the healing arts including accredited Christian Science Practitioner, acting within the scope of his/her license. The treating physician cannot be the Insured, a Traveling Companion, a Family Member, a Business Partner or retained by the Policyholder. Trip Cancellation and Trip Interruption Proof of Loss: The Insured must provide Travel Guard documentation of the cancellation or interruption and proof of the expenses incurred. The Insured must provide proof of payment for the Trip such as canceled check or credit card statements, proof of refunds received, copies of applicable tour operator or Common Carrier cancellation policies, and any other information reasonably required to prove the Loss. Claims involving Loss due to Sickness, Injury, or death require signed patient (or next of kin) authorization to release medical information and an attending Physician’s statement. The Insured must provide Travel Guard with all unused air, rail, cruise or other tickets if he/she is claiming the value of those unused tickets. 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, [redacted]

Consumer

Response:

Review: I am currently on deployment in [redacted] in support of Deprartment of State Embassy duties. I was suppose to travel to Chicago on June 2nd using spirit airlines. I purchased travel insurance with travel guard in case I was delayed for any reason. As it turns out I was injured while here in [redacted]. My over seeing doctor told me I cannot travel until June 12th 2015. He drew up a letter explains my condition and severity of the injury. I submitted the document to travel guard.

Travel guard responded to me and said my doctor must submit my medical records. That is a violation of HIPPA, my doctor nor myself feel comfortable releasing documents to a company let alone a 3rd party company. Travel guards policy states all that must be submitted is a doctors note.

Here is travel guards policy on cacellation or interruption of a trip:

Section II – Benefits TRIP CANCELLATION AND INTERRUPTION

The Company will reimburse the Insured a benefit, up to the Maximum Limit shown on 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 or Business Partner; 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 your continued participation in the Trip; 2) Sickness or Injury of a Family Member not traveling with the Insured; 3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel or interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.

(b) Inclement Weather causing delay or cancellation of travel;

(c) Strike causing complete cessation of travel services at the point of departure or Destination;

(d) the Insured’s Primary Residence being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary;

(e) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed or required to serve on a jury;

(f) the Insured and/or Traveling Companion is directly involved in or delayed due to a traffic accident, substantiated by a police report, while en route to the Insured’s Destination;

(g) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own more than 14 days after an Insured’s effective date of coverage provided that he or she has been an active employee 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 self-employed persons;

(h) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival.

I submitted a letter from my doctor here at the U.S. embassy in [redacted].

All I am requesting is a full refund for my plane ticket which is $380.40.

Travel guard has been nothing but disrespectful and giving me several excuses as to why they won't give me a refund nor will they accept any of the documentation that their policy states. When a person pays for insurance the services should be rendered by the insurance provider. None of which I have seen.Desired Settlement: I just want my refund of $380.40

The departure date has not even been fulfilled yet, I have not used any services by the airlines. This is why people purchase insurance for reasons such as mine explained above. Now please do the job that I have rendered payment for.

Thank you

Business

Response:

To whom it may concern:

Review: I paid for a Travel Guard policy #[redacted] on 5/29/13 for my travel to Panama in the amount of $78.00. The policy included medical benefits if an accident occurred during the trip.

On June 23, 2013 while in Panama I was bitten by a stray dog. I incurred $47.11 in expenses (doctor visit and pharmacy) for the initial treatment. The potential for rabies existed so I contacted the Embassy in Panama to determine what facility had the rabies vaccine so I could seek immediate treatment. I was told there were no known civilian hospitals with the vaccine and I should seek treatment when I returned to the states. I obtained the rabies vaccine and shots when I returned to my home. The total cost for the vaccine and shots was $9472.56. (less my [redacted] adjustments0 my total out of pocket expenses as $921.43. I am seeking payment from Travel Guard for the expense since the dog bit occured during my trip.

Travel Guard, after processing my claim #[redacted], and with 2 appeals, refuses to pay the claim since they say the expenses did not occur on the trip.Desired Settlement: I am seeking a payment of $921.43 for my out of pocket expenses.

Business

Response:

To whom it may concern:

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

Attached to this response is a copy of our determination and response to Ms. [redacted]’s letter of appeal. Unfortunately, the policy purchased does not extend benefits for medical expenses incurred upon return home. While we understand her position, we are unable to extend benefits as the expenses incurred after her return fall outside the scope of the coverage purchased.

Please note that coverage is available for the medical expenses incurred during the course of Ms. [redacted]’s trip. To date, requests have been made for missing information from Ms. [redacted] in the form of Explanation of Benefits determinations from her primary health insurance carrier. We will be able to finalize the expenses from her trip upon receipt this documentation.

Sincerely,

Consumer

Response:

Review: This past October, I had planned a trip to California to see my **- year old mother, and we purchased a ticket on [redacted]. I got as call one night that she was dying, so I had to get on a flight immediately. When we put in a claim with Travel Guard (my wife thought it would be good to purchase insurance at the time we purchased the first ticket), the company started sending me piles of paperwork. I told them that my mother's attorney was at her bedside in the hospital with me and my brothers, and he can verify the situation His name is [redacted] and he can be reached at ###-###-####.

After I sent in the firsy pile of paperwork, Travel Guard sent another pile. We feel that their advertising is very misleading. I have also contacted the [redacted] Attorney General, and am about to inform [redacted] also.Desired Settlement: $286.60

Business

Response:

To whom it may concern:

This response is regarding the concerns of Mr. [redacted] in reference to his Trip Cancellation claim.

Based upon claims arising from loss due to a medical condition, certain required documentation is needed to prove the loss. In the case of a Sickness, a statement is needed from the ill party's doctor attesting to the diagnosis of the condition prompting the loss as well as the pertinent treatment dates. Upon receipt of this documentation, we are able to make a formal claim determination.

Previous requests have been made to Mr. [redacted] for this information relating to his mother's condition that prompted the cancellation of the insured travel plans. We will be able to finalize Mr. [redacted]' claim upon receipt of this documentation from his mother's doctor. Should he have any questions for his adjuster, [redacted], we welcome him to contact her directly at ###-###-####.

Sincerely,

Review: On July 12, 2013, My wife [redacted] purchased insurance on tickets airline and hotel packages totalling $1791.00 covering a stay for the two of us departing July 19, 2013. My mother passed away on July 13, 2013. When we filed our claim with Travel Guard for reimbursement of our tickets, in lieu of my mother's death, we were told by a [redacted] that Travel Guard did not put our insurance in place until July 14, 2013. We are looking to recover the total cost of our package of $1791, in this matter. The package was originally purchased on June 5, 2013.Desired Settlement: Refund of the amount 23 paid for tickets we were unable to use, due to death of our mother. Refund amount of $1791

Business

Response:

To whom it may concern:

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

From our review, we find that Ms. [redacted]'s Trip Cancellation claim was the result of a death occurring on 7/13/2013. This date is also the same date the insurance policy was purchased. Insurance becomes effective at 12:01 AM on the date following the date insurance was purchased. For Ms. [redacted]'s policy, the policy became effective on 7/14/2013. Ms. [redacted]'s claim was denied as the reason causing the cancellation occurred prior to the policy becoming effective.

We find that this claim has been properly adjudicated under the terms of the policy purchased. The policy does not provide coverage for events occurring when the insurance was not in effect.

Sincerely,

Business

Response:

To whom it may concern:

Regarding Ms. [redacted]'s refund review, we welcome her to contact Travel Guard's Refund department. Ms. [redacted] can contact this department by emailing her request for premium refund to [email protected]. Please note that when a claim is denied, premium is not refunded as risk is assumed and protected due to covered reasons. Unfortunately, Ms. [redacted]'s loss fell outside the scope of coverage purchased.

Sincerely,

Consumer

Response:

Review: My husband and I purchased a travel insurance policy. We had to cancel our policy because my husband was diagnosed with cancer and required immediate treatment. The claim was filed two months ago. I received no response (other than establishment of claim)from the adjuster. I have sent numerous messages to their message center. Last week I wrote another message expressing my disappointment in lack of service and response. Almost a week later I was notified that a page was missing from the fax I sent them six weeks ago. (No prior response until my latest msg about the service. I resent the missing page, expressed in the msg center to the adjuster that the document had been sent and because it had previously taken another msg to get any response, and six weeks had lapsed, I requested acknowledgment of requested document. No acknowledgement was received. Then I called the adjuster's direct line and received a voice msg. I called again--same response--I then called and asked to speak to a supervisor. The customer service representative advised that the supervisor was not available as she received a voice message. I then asked to speak to anyone in management--the representative said she tried all numbers and received only voice messages. I asked if there was any other person I could speak with and she apologized, and said there was not. In summary, over two months have passed, my messages are not acknowledged, and I am not able to elevate the problem. This is the worst instance of customer service I have ever experienced. Regardless of how busy they are, it is unspeakable that I should have these experiences. When I compound this dilemma of not being able to be paid several thousand dollars due to the trip cancellation, with the fact that the money could be very helpful during cancer treatment, the whole situation is overwhelming!Desired Settlement: Immediate payment

Business

Response:

5/23/16 To whom it may concern, Thank you for the opportunity to provide a response to Ms. [redacted]’s recent concern regarding her Trip Cancellation claim (UC81731326). At this time, we do acknowledge that the documentation for the Trip Cancellation claim was not reviewed timely, and that our request for the additional documentation was not done so on a timely basis. We do apologize for this delay, and any inconvenience this delay has caused. To provide an update on the claim, our records indicate that this claim was requested for payment for the full amount of charged cancellation penalties, which totaled $4078. Our records also indicate that the assigned adjuster called and advised of the forthcoming payment on 5/20/16. If the insured has any further questions related to this claim, we welcome them to contact our Claims Department at ###-###-####. Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights. Sincerely, [redacted] (Complex Claims Adjuster)

Consumer

Response:

[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. I received the check! Yeah! Thank you ever so much for your help. It certainly made a difference, and I appreciate all your efforts! Thanks again!

Review: We purchased a Travel Guard / AIG policy for our trip to Europe & Africa in June of 2015. This policy contains Trip Interruption that allows for re-imbursement of additional expenses when segments of your journey are cancelled and alternative plans and expenses are required to get to your next destination. On one of the legs of our trip, we were to take the Chunnel (Eurostar train) from Paris to London. For anyone traveling that part of Europe this summer, they know it was difficult because MyFerryLink Union Workers constant striking impacted many days of ferry and rail service. Our trip from Paris to London on the Chunnel was cancelled by Eurostar because as Eurostar has officially notified us: “we can confirm that the cancellation of our services was due to industrial action by MyFerryLink workers”.

We submitted our expenses with the forms Travel Guard / AIG recommended us to use. After two months of waiting, we requested status and they notified us Travel Guard / AIG was not going to pay our claim. Travel Guards reasoning is as follows: “Unfortunately, since Eurostar was not involved in the strike but was rather affected by the civil disorder and damage caused by the striking ferry workers, we are not able to cover the loss under the policy. “

Referring to Section III under our policy – “DEFINITIONS” states:

“Strike” means a stoppage of work which:

(a) is announced, organized, and sanctioned by a Labor Union; and

(b) interferes with the normal departure and arrival of a Common Carrier.

Addressing Travel Guard / AIG first reason avoiding their fiduciary responsibility: “Eurostar was not involved in the strike as it was caused by the striking ferry workers”. Our policy does not state that the company that cancels, Eurostar, has to be the company striking. Our policy clearly states “a” Labor Union and “a” Common Carrier not “the” Labor Union of “the” Common Carrier. Our policy does not state that the Common Carrier that cancels service must be associated or related to the striking Labor Union of the Common Carrier. The fact that Eurostar employees were not the striking Labor Union has no relevance with Travel Guard’s denial of claim.

Travel Guard / AIG second reason for their failure to reimburse: "Eurostar was affected by the civil disorder of the striking ferry workers”. To be concise, Eurostar's official reason for cancellation was "due to industrial action by MyFerryLink workers" not civil disorder.

“Industrial Action” refers collectively to any measure taken by trade unions or other organized labor meant to reduce productivity in a workplace. “Civil Disorder” is a broad term that is typically used by law enforcement to describe unrest caused by a group of people. The two terms are very different, one relating to organized labor and one relating to general public. Eurostar’s official position is that organized labor not the general public caused this problem. Travel Guard / AIG cannot substitute their own definitions of what actually occurred so they can deny paying a claim.

Our policy with Travel Guard / AIG clearly states they are to pay us additional expenses we incurred during our Trip Interruption. This interruption originated because Union Workers caused an industrial action allowing our carrier to cancel our trip between Paris and London.

We have addressed these issues with Travel Guard / AIG additional times. Travel Guard / AIG continue to deny any obligation under our policy.

An organization the stature of Travel Guard / AIG needs to stand behind and provide the services they advertise and were paid for. Travel Guard / AIG want to use semantics to define events but their definitions remain uncorroborated. The truth and true definition of events support our claim and our requested compensation. Payment by Travel Guard / AIG is required under our policy.Desired Settlement: Payment by Travel Guard / AIG as defined by policy

Business

Response:

To

whom it may concern:

This

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

Interruption claim.

Upon

further review of the information submitted with the claim documents, the claim

has been reopened and returned to the Claims Analyst for further processing.

We

apologize for any undue stress this situation may have caused Mr.[redacted] and

thank you for the opportunity to re-review his Trip Interruption claim.

If Mr. [redacted] has any further questions regarding his claim,

we welcome him to contact his Claims Analyst, [redacted], at ###-###-####.

Sincerely,

Business

Response:

To

whom it may concern:

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

Interruption claim.

The

claim has been reopened and returned to the Claims Analyst; payment has been

requested as follows:

TRIP

INTERRUPTION

Payment

for additional transportation expenses and missed night hotel, $800.74, under

Trip Interruption benefit.

Additional

transportation expenses - $800.74

Missed

hotel - $38.67

Total

- $839.41

TRIP

DELAY

Payment

for additional hotel and meal expenses, $258.08, under Trip Delay benefit.

6/30/2015

Hotel

/ Meal - $270.27

7/1/2015

Meal

- $26.48

Total

- $296.75 - $38.67 = $258.08

Mr.

[redacted] should receive his claim reimbursement within 7-10 business days. If

Mr. [redacted] has any question regarding the payment; he should contact his

claim analyst [redacted] directly at ###-###-####

Sincerely,

Consumer

Response:

We are satisfied with the Travel Guard response providing payment is actually received. It shouldn't have taken such persistence to get this accomplished but the end result is acceptable. We will use Travel Guard in the future and recommend the company to friends but we hope that they will honor their contracts more readily in the future.[redacted] and [redacted]

Review: I purchased travel guard insurance to cover a flight going from Orlando Fl. to Sheridan Wy. and Back to Orlando . Travel Dates Were from Sept.30 2013 to Oct 5th 2013. We finally arrived back in Fl. on Oct 6th 2013. We had to reschedule Our flights due to road closure going back to airport after a winter storm. We ended up renting a car to drive from Sheridan to Denver to catch a flight on Oct 6th 2013 to fly back to Orlando Fl. I made a claim with travel guard upon returning back to fla. My Claim # [redacted] Our additional expresses were the Rental Car $289.00 Hotel $91.80 and additional fees of 208.00 for our return flights. They Paid 91.80 for the hotel then told me That the Cause for trip interruption "inclement weather" is not recognized under the terms of the policy. Although they paid for the hotel. I have sent a letter to [redacted] and asked for him to reconsider his decisions and re-reimburse me for the additional expenses.

My Letter to [redacted] will be mailed today. 11-25-13Desired Settlement: I would like payment for additional expenses.

Business

Response:

To whom it may concern:

This response is regarding the concerns raised by Mrs. [redacted] regarding her claim. We maintain that this claim has been properly adjudicated under the insurance product purchased by the [redacted]'s; however, in light of the circumstances, a one-time gesture has been made to honor reimbursement under the Trip Interruption benefit for the additional transportation expenses incurred by the [redacted]'s from the snow and subsequent road closures in Colorado.

Please note that the [redacted]'s file has returned to their adjuster for further processing. Should they have any questions, we welcome them to contact their adjuster, [redacted], at ###-###-#### Ext. [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 that this resolution is satisfactory to me.

Review: As part of booking a vacation to Mexico in June of 2015, I was asked if I wanted to purchase travel insurance, to which I agreed - the policy was purchased on June 21, 2015 for approx. $336 USD. The policy number is 918246404

I recently found out that travel insurance through my work is more affordable & more comprehensive.

Yesterday, Nov. 26, 2015 I emailed the AIG Travel to request a refund. They stated that because I purchased on June 21, 2015 & a 15 day period has lapsed, that the insurance is now non-refundable, yet I am not travelling until the middle of November which is when the insurance coverage would begin.

Had I known this back when I purchased the insurance, I may have thought twice, but I was not made aware of this policy when I purchased the insurance.

My travel dates are departing Nov. 16, 2015 & returning Nov. 27, 2015, which are the dates that the insurance policy would be in effect, yet the company states that the policy became effective the date of purchase, June 21, 2015 which I believe is totally wrong.

I feel that asking for a refund almost 3 weeks before my departure is ample time to cancel the policy & am appealing to the B.B.B. for a total refund of $336 USD.

Thank you.Desired Settlement: Either a total refund of $336 USD or a refund minus any administrative fee for processing the cancellation (i.e. $20).

Business

Response:

We received the customer’s request for a premium refund on

10/27/15. As the customer pointed out in their statement, the policy was

purchased in June of 2015 with an effective date of 6/21/15. Upon purchase the

customer received a copy of the terms and conditions. In the policy it states:

FIFTEEN DAY LOOK: You may cancel this insurance by givingthe Company or the agent written notice within the first to

occur ofthe following: (a) 15 days from the Effective Date of yourinsurance; or (b) your Scheduled Departure Date. If you do

this,the Company will refund your premium paid provided no

insuredhas filed a claim under this Certificate. Since the request for a refund was received on 10/27/15,

more than 15 days past the effective date of 6/21/15, the premium is

non-refundable. Our company always strives to

give the finest quality service to our customers, while administering the

contract as it is written. Should the customer need to file

a claim or need assistance while on their trip we will be available to assist

in any matter that we can.

Consumer

Response:

I just don't understand why they have a policy that states I cannot cancel 15 days after purchase, even though I will not be travelling for another 5 months from said purchase.For instance, if I purchased the insurance a year prior to a vacation, 15 days after the purchase I would not be able to cancel & get a refund, even though I'm not travelling for almost a year from then.The policy seems antiquated and preposterous & I see no reason whatsoever that it cannot be made flexible to satisfy a customers wish, as professional, respected companies do. This is only $336 USD (a drop in the bucket) to a company that I am sure makes many millions of dollars a year, but that same $336 USD means a lot to a person like me who is on a fixed income and has saved up money for many years to have this vacation.Thank you.[redacted]

Business

Response:

Dear

Mr. [redacted], The confirmation that was given at the time of purchase

outlines our satisfaction guarantee. The trip cancellation benefit goes into

effect 24 hours after purchase. Coverage has been in effect since 6/21/15. Our

company always strives to give the finest quality service to our customers,

while administering the contract as it is written. If we can be more

assistance please phone us at ###-###-####. Warm regards, Christina

Consumer

Response:

I booked a trip and purchased insurance for "any reason cancellation". 70% for any reason 100% refund for family emergency. My father got really sick and I had to cancel my trip. AIG travel Guard mentioned I would get my full refund all I needed was to fill out their forms and medical certificate certified by my father's doctor. I mailed and emailed all my forms to which they replied it wasn't enough and they needed a letter from his nurse which I did. 3 weeks after I received no phone calls or emails so I called asking what was the story? To which they basically replied they couldn't verify medical things with my fathers care over the phone and they forgot to call back his care. I cancelled my trip in mid-September and after many stressing phone calls and emails, I finally received my full amount of money on December 7th! It took me three-four clicks to buy my ticket and almost three months to get my full money!!?? AIG has filed for bankruptcy in the past and now I can see why. I would never recommend anyone to go through what I went through!

Review: Policy#: [redacted]

Claim #: [redacted]

Itinerary

I flew to Spain on the 20th of July 2014 from Tampa Florida to Madrid. My round trip ticket was till the 25th of august 2014. I purchased insurance with Travel Guard for $42.18

I was mostly through southern Spain, in Andalucia. On the last day of my stay, the 24th of august 2014 I left for Madrid from Seville. It was to be a six hour road trip, but due to road work detour, and been stuck in traffic due to an accident I lost my 11AM flight from Madrid to Atlanta. Have to spend the night in Madrid at 51, 76 euro a night, and purchase another ticket for the following day the 26th of august 2014. The cost for the ticket was $854.00 dollars, plus $142.00 agent fee, hotel $42.18 for a total of $1038.18 As soon as I got back I contacted Travel insurance and explained what had happen, they email me a (Claim Form) with required documentation:

ITINERARY OUTLINING TRIP, PROOF OF REASON FOR THE CLAIM, PROOF OF TRIP PAYMENT, EXPLANATION FROM THE INSURED, INVOICE WITH TRIP COSTS, COPY OF PAYMENT FOR ADDITIONAL AIR FARE, COPY OF NEW/REVISED AIRLINE TICKET INCURRED DURING THE TRIP. The first claim form I send with all the required information I was told it was not good enough. After a couple of phone calls and talking to them, I was told, I need it to send another claim form explaining the trip interruption in more detail. And now that I done that, they are telling me, they need a police report of the accident in wish I was not part off.

Best regards.

[redacted].Desired Settlement: After almost a year of dealing with this situation, I just want to put a end to it, and get a refund.

Business

Response:

To Whom It May Concern:

Review: I purchased travelgaurd protection for a vacation that my family was taking. Being a military family, we know things change at the last minute. We purchased flights and found a resort 10 months in advance, in order to obtain good rates. In March 2015, we were notified of a restriction to the leave location and dates. Leave was not to start until June 8th, 2015 and we could only travel to the 48 cont. states. NO international travel. I filed my claim through the vacation insurance, since our flights were not reimbursable. This was done in Mid March. I checked the status of my claim one month later, as they instruct not to contact them before that time. A customer service rep asked me, "didn't you get the letter we sent?" I had not. She emailed the letter that informed me that additional information was needed, A letter from my husband's command indicating that the leave guidelines had been changed. This was immediately provided. I followed up again and was informed that a letter from my husbands command indicating that the guidelines had not provided earlier, and the effective date of the instructions. This was immediately provided. I followed up again. I was now informed that travel guard was sending emails to my husband's command, requesting additional information but they had not been responded to. Again, they did not provide any information about the status of my claim, or the difficulties they were encountering. The unit had deployed for a month at this point, so his command could not follow up. Upon their return, he checked his email and had in fact, not received anything from travelgaurd. We coordinated a three way call with command, myself, and the travelgaurd representative. During this call, they asked to verify his email address again, as this was done with me when he was deployed. They did not ask what they were needing. They informed us that, again, an email would be sent. This is now June. I followed up one week later with command. No email. I called AIG and requested another way they could obtain the information. The representative became irate with my frustration and then informed me that command could call (this was done the previous week). I asked to speak to a manager, they informed me that he was out of the office. I could leave a message. I did. He called me 2 days later to inform me that he would look into this matter, and provide me an answer by the end of the day. 3 days later, I had not heard from him. I called back and requested to speak with him. I was informed that he left early for the July 4th holiday (July 3rd) and would be back the following Monday. I called back the following Monday, and was informed that he would be out for another week. My case manager was apparently not available either. The rep informed me that they needed to ask command, what date the new guidelines were released. This I had already provided by a notice from command, in one of the previously requested documents. This time I was informed that he could email the response to them. (what a novel idea). Today is July 12 th, 4 months after I filed my claim and have not received any of the $9,934.72 that I claimed for the flights we could not take.Desired Settlement: I would like to be finally provided with my claim amount, as this situation was covered by the travel plan, in the amount of 9,934.72.

Business

Response:

To whom it may concern: