Travel Guard Group, Inc.

Review: I paid in full the price of a vacation cabin in March 2013, our vacation wasn't planned until Oct 2013. I unexpectedly had to have back surgery in Aug 2013 and had to cancel our vacation due to time off work, unable to travel, and unable to utilize accommodations at the cabin. Travel guard was supposed to provide a full refund of our payment. It has now been over 2 months since I cancelled our vacation and we have been jumping through numerous hoops to please the insurance company and still haven't received our refund. Every time we fulfill one of their requests, they have another, more confusing one. I'm just fed up with the hoops and non return of phone calls or emails from them. It has been way too long for us to get a refund on money that is rightfully ours and had plenty of notice of cancellation.Desired Settlement: We desire our refund to be sent to us ASAP! We've been waiting long enough and we would like to schedule another vacation now that I am able.

Business

Response:

To whom it may concern:

This response is regarding the concerns of Ms. [redacted] regarding her Trip Cancellation claim.

From review, we find that a delay occurred in receipt of information from Ms. [redacted]'s medical providers after receipt of her claim documentation. The information requested from her providers was received on 11/12 and 11/17. Unfortunately, due to the delay in response from the medical providers, we were unable to proceed forward with reimbursement of this claim sooner. After receipt and review of the documentation by an adjuster, Ms. [redacted]'s claim was processed for reimbursement. Today, Ms. [redacted]'s adjuster contacted her to inform of the amount of reimbursement forthcoming.

Should Ms. [redacted] have any questions regarding the forthcoming payment, we welcome her to contact her adjuster, Breanna, at ###-###-####.

Sincerely,

Consumer

Response:

Review: My husband and I planned a trip to Puerto Rico for 3/25/2016 with our 9 month old son, when we planned this trip there was not an outbreak of the Zika Virus there. Currently the Zika virus is at a level 2 travel alert with the centers for disease control and prevention. We decided that it would not be a good idea to go on this trip since I am trying to get pregnant and even if I didn't get infected, my husband could and he could potentially infect me and my unborn child. So I called the ###-###-#### last night and was informed that we could not get a refund of our money that ONLY IF we went on our trip and I was infected by the virus would they refund me my money. We paid $196 to add this insurance onto our trip in case there was an emergency, well I would say an outbreak of Zika Virus is an emergency. I was told "this is not a disease and that they will not cover our trip reimbursement because of being feared that we might get something" I am sorry but this policy is insane. This "Virus" is something that is VERY VERY serious and my trip should absolutely be covered and reimbursed.Desired Settlement: complete refund!

Business

Response:

3/14/16 To whom it may concern, This is in response to the concern raised by Ms. [redacted]. According to the information provided, the trip was canceled due to fear of catching the Zika Virus while traveling in Puerto Rico. The statement received from the policy holder indicated that they did not want to travel to Puerto Rico because of the Zika Virus outbreak. We appreciate the opportunity to review the information presented in the policy holder’s statement. It appears that through a conversation with our call center representative, the policy holder was informed that there was no coverage under the policy due to the fear of, or anticipation of catching the virus while traveling. Please refer to the policy wording, which states in pertinent part: Part A - TRAVEL PROTECTION TRIP CANCELLATION/TRIP INTERRUPTION The Insurer will pay a benefit, up to the maximum shown on the Schedule of Coverages and Services, if the Insured is prevented from or unable to continue taking his/her Trip due to the following Unforeseen events: (a) Sickness, Accidental Injury or death of the Insured, Traveling Companion, Family Member or Business Partner; which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip…… DEFINITIONS “Sickness” means illness or disease which is diagnosed or treated by a Physician after the Effective Date of insurance and while the Insured is covered under the Policy. At this time, there is no indication that a claim has been filed by the policy holder regarding the canceled trip. Based on the limited documentation included in your statement, it would be determined that no benefits are available under the terms of your policy, because there is not a documented Sickness that was diagnosed or treated by a Physician. While we wish the outcome of our review could have been more favorable, we must adjudicate each situation in accordance with the terms and condition of the policy purchased by our Insured. Therefore, we are unable to consider coverage at this time, as there is no claim filed and the reason falls outside the scope of the coverage purchased. Thank you for the opportunity to review and respond to Mr. Younger’s concerns. If Mr. Younger has any further questions related to his claim, we welcome him to contact our Claims Department at 1-866-350-3256. Sincerely, [redacted] (Claims Manager) /dr

Review: I was sold the product as insurance for a trip that I was going to take. The language was 100% misleading.Desired Settlement: Cover the plane ticket cost as agreed.

Business

Response:

To whom it may concern:

Review: I purchased travel insurance and once my husband was unable to go to on vacation because he was obligated to work and then lost his job, I received the hotel portion refund but not the airplain money

Business

Response:

To whom it may concern:

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

We find that Mrs. [redacted]'s claim was on 6/7/2013 with a formal letter being issued on 6/13/2013. Unfortunately, the reason for the cancellation of the trip was not recognized under the policy purchased as a coverage reason. Please note that we have taken an opportunity to re-review this claim. From our review, we find that the claim has been properly adjudicated under the terms and conditions of the policy purchased.

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 Mrs. [redacted]'s concerns. If Ms. [redacted] has any further questions relating to her claim or policy, we welcome her to contact our Claims Department at ###-###-####.

Sincerely,

Review: I purchased insurance from them on tickets.com for tickets to the world series if the Tigers made it to the world series.Well the Tigers never made it to the world series so tickets.com said I would be reimbursed in 4 to 6 weeks which I thought the insurance would be included. Well I was granted a credit for tickets by tickets.com but not from insurance.The Tigers were never in the world series so there was never any tickets to insure.They tell me I only have 15 days for a refund. Well they should know just like tickets.com there were never tickets to insure so I should have been refunded the full insurance price of $46.01 on policy #[redacted] and $24.91 on policy #[redacted].Desired Settlement: A refund of $70.92 to credit card they charged

Business

Response:

Thank you for contacting Travel Guard. The insurance is a protection that the customer purchases should they need to file a claim for the cost of the ticket. This policy is optional and not required. The insurance is sent to the customer immediately after purchase which does outline the full coverage benefits as well as the refund policy. This policy was not canceled within the refund period, thus accepting the contract. If we received the request within the refund period, we are happy to refund the premium fully. This is not the case. We provided coverage starting 10/12 & 10/17 for each policy, thus the premium is non-refundable. At this time the premium has been disputed by the customer with their credit card company. So even if we would make an exception to refund the customer we cannot, becuase they disputed the charge. The customer must now work with their credit card company to resolve. I'm sorry we could work together to resolve this matter without the credit card company. Please feel free to contact us with any further questions, we are happy to assist.

Review: We took out travel insurance from the company noted on 10/12/2015 for a trip of 2 weeks beginning 1/18/2016. At the time that we took out the insurance my wife had a sore in her mouth and was under care of a number of dentists. The lesion was thought to be a result of an injury and subsequent infection. When the lesion did not resolve it was biopsied on 11/16/15 and proved to be cancer. The treatment of this cancer necessitated that we cancel the trip. The claim for reimbursement of travel expenses paid was denied on the basis that the disease was pre-existing. In fact it cannot be definitively established if this cancer was present at the time of insurance purchase but it is evident that my wife and I had no knowledge of diagnosis.Desired Settlement: Payment of insurance claim

Business

Response:

To whom it may concern:

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

his travel claim.

According to the information

provided, Mr. [redacted]’s trip was cancelled due to a medical condition. It is noted that symptoms were present for

this condition since August of 2015 per the medical documentation submitted.

Treatment for these symptoms also occurred during the 180 days pre-existing look

back period. The policy effective date was 10/13/15. As symptoms were present and treatment took

place prior to the effective date, the condition would be considered

pre-existing and benefits would not be payable under trip cancellation.

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....

Symptoms and treatment have been verified to have occurred during the

180 day period immediately preceding and including the policy effective date of

10/13/15 for the condition causing Mr. [redacted]’s loss. The policy purchased excludes medical

conditions which meet the Pre-Existing Medical Condition Exclusion. 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 encourage him

to contact our Claims Department at ###-###-####.

Sincerely,

[redacted] (Claims Manager)

/ss

Consumer

Response:

The basic reason I am rejecting the company’s rejection is that while my wife was being treated for an illness that illness was diagnosed as an infection at the time that we took out the insurance. After a biopsy done during a procedure to open what was thought to be an abscess on 11/16/2016 the diagnosis of cancer was made. Prior to the biopsy we did not know the cancer was there and in fact there is no way to say that the cancer was present on 10/12/2015 when the insurance was purchased. The underlined section that the company refers to in their pre-existing does not apply because the reasonable person was seeking care for a small wound in the mouth that was not healing. This was felt to be infection and as such would not have prevented a trip in January 2016. However when the cancer was diagnosed it required aggressive treatment with daily radiation that is occurring now when we would have been on the trip. The cancer probably was present 10/12/2015 but it is not certain that it was but it is certain that my wife and I did not know that the cancer was present.

Review: in april of 2013 I was supposed to fly to [redacted] for work. I bought a ticket from [redacted] with their included insurance. I had no sickness that time so in a week I was supposed to fly. I am a [redacted] in the USA with a medical degree in [redacted] and moving to [redacted] as a doctor or general practitioner. While in the US for 3 weeks, I had purchased some new eyeglasses. Routinely they took my BP and found out that it was high. So high that it got me concerened as I could stroke out. it was 170/110. so working in ER I had my blood checked and to my surprise I was already in end [redacted], a stage that you will need dialysis or kidney transplant pretty soon. Flew to new york, saw a specialist and he confirmed the diagnosis. Obviously I had to cancel my flight to [redacted] as this is a serious disease. A disease I havent known. So I filed a refund for the insurance of my flight as I cant fly anymore. I submitted all the requirements, including the doctors certificate. After 2 months, I decided to call as I havent had any response.. To my surprise my request for claim was denied. I called their complaints department overseas as I flew to [redacted] for I dont have any family in the US. Finaly after 4 calls they called me and said the claim was denied as the diagnosis was considered a preexisting condition in their policy. It does say there and it goes as far as 13 mos. I reasoned that I havent been diagnosed till 1 week before I was supposed to fly.

The clause of 13 mos preexisting condition is a big way out for them. Say you have a stroke day before your flight, they'll just say you have had hypertension before. the stroke is a byproduct of your hypertension. Or you get admitted for extremely high sugar before or even after your flight. They will say youve been a diabetic before. THen what good is an insurance? from the word insure, you want to protect yourself incase something happens. Basically with that clause they'll probably help you if you are young, havent been sick and got stung by a bee causing you to have an anaphylactic shock. Anyone who has a chronic disease (known or unknown to you) will just be struck out. I think this is a very misleading add and a very deceiving clause.Its because of their delayed response I lost the chance to have my flight refunded by my credit card as I waited for them to make a decision. you have this kind of companies wherein you bank of them overseas should you get sick and they'll just say you've had that sickness for 13 mos now and that because a reason to deny you.Desired Settlement: I just want a refund. they have so many complaints on the net that people know they're practicing bad business.

Business

Response:

To whom it may concern:

My wife and I chose these people to insure our cruise. We saved for years to be able to go and wanted to make sure we were covered in case something happened.

Well, sure enough my wife's dad became critically ill and was sent to the Mayo clinic for open heart surgery. We cancelled our cruise (the cruise people refunded our money in about 10 days) and notified Travel Guard. They wanted signed paperwork form EVERY DOCTOR that my wife's dad had seen in the last 30 days. Do you have ANY idea how many doctors a termianlly sick person sees when they are in the process of dying? Anyway, we went through the process of tracking down the doctors at the Mayo and his doctors here in Seattle. We submitted the forms and emailed Travel Guard to make sure everything was in order. Their reply was, all we can tell you is we received X amount of pages on X date. If we have any questions, we'll call you, BUT we will not answer any of your questions for 30 days after receipt of your paperwork. [redacted] Can you imagine a car insurance company doing that? You pay your fee (over $300 in this case)and you can't even ask a question about your case????

So, finally our 30 days were up and we had the earned the right to check on the status of our claim. Travel Gueard stated they were held for paperowrk from Costco that had been requested on 10.10.13. I called Costco and and they informed me they had sent [redacted] the information on 10.15.13. I called Travel Guard back and told them. Travel Guard replied, well, we don't have it. So, I called Costco back and asked them to send it again. They did. I waited a day andd called Travel Guard back. They said they still didn't have it. This happened 3 TIMES....Finally, today I find out the person working my claim has been on vacationa will return someday and maybe work my claim.

I guess the bottom line is, if you are going on a trip and need insurance, DON'T USE THESE PEOPLE UNLESS YOU DON'T MIND WAITING MONTHS TO GET YOUR MONEY BACK. I realize it's in their best interest to hold you off as long as possible, but this my money that I saved for years. My wife and and I have incurred a lot of expensive bills due to her having to fly to Minnesotta and stay in a hotel to check on her dad and visit him. WE NEED OUR MONEY!

Hopefully, the lady who is so dilligently working my case will return from her hard earned vacation. In the meantime I hope she doesn't die or quit and eventually we will get out money back.

AVOID THESE PEOPLE AT ALL COSTS. Please read the other reviews posted by other suckers like myself.

Review: I filed an travel insurance claim due to the fact I had to evacuate my resort in Fiji due to approaching cyclone. The claim was rejected even though on the Travelguard website, they cite the following for a reason to purchase their product "You are at a beach resort in North Carolina, and you are forced to evacuate due to an approaching hurricane. Who will help you evacuate and who will reimburse your lost vacation investment?" This statement is located on the following page: http://www.travelguard.com/whybuy/whytravelguard.asp?intcmp=clc-001-Nav-3-10Reas...⇄ The reasons they give to purchase their product are not consistent with their policies to pay claims.Desired Settlement: Pay travel insurance claim

Business

Response:

To whom it may concern:

We are sorry to hear about your frustration with the wording travelguard.com.

Review: I purchased a round-trip flight to Iceland via Icelandair on yahoo.com, departing on November 5th, 2013. When purchasing the flight, I had the option of purchasing travel insurance, which I did. I read over the terms of the policy which outlines delays, cancellations, etc. Once November 5th came, my flight was delayed 15 hours due to mechanical issues with the plane. Under the policy, it states that the delay must be at least 12 hours, which it was (scheduled to depart at 8PM November 5th, didn't depart until 11AM November 6th). Also under the policy, it states that all 'reasonable additional expenses' are reimbursed, which includes meals and lodging. In order to get to and from lodging, I had to get a taxi, as our flight wasn't rescheduled til the next day until 130AM. Obviously at this time, I have no other way of getting home. Under the policy, there is no statement anywhere that indicates taxi fares are not included. When I first called Travelguard to inform them of the delay (just after 8PM November 5th), they told me that ALL expenses incurred as a result of the delay would be reimbursed, as long as it was at least a 12 hour delay, and the total cost was under $500 (also outlined in the policy). I sent all the documents required for the claim (receipts, travel itinerary, etc.) for a cost of approximately $127. 2 weeks later I get a check in the mail for $32 (well short of $127). When I contacted Travelguard, they told me that taxi fares will not be reimbursed. However, they clearly should be as they are a lodging expense (getting to and from lodging). They have not honored their policy, and all I want is to reimbursed for the whole expenses I incurred as a result of Icelandair's mechanical delay, as issues like this are the reason people purchase travel insurance.Desired Settlement: I wish to be reimbursed for my taxi fares, which totaled 95$ (47$ leaving the airport on the night of the delay, 48$ going back to the airport the next morning)

Business

Response:

To whom it may concern:

Review: We purchased travel insurance prior to our travel to Africa in March of 2013. While in Africa, one airline cancelled our flight without any notice, causing us to miss several connections and incur prepaid travel charge losses amounting to ~$1400 US. I filed the paperwork after we got back. First the insurance company said I had to get an explanation from the airline. I tried numerous times, and finally in September 2013 I requested, upon the advice of my travel agent, to request that the insurance company contact the airline. It is now September 2014, one year later, and I have never received settlement on my claim. When I send them e-mail, I get an answer back saying they are forwarding my e-mail to an agent. This has happened perhaps five times. It seems obvious that they are just going to ignore me until I go away.Desired Settlement: I would like for them to pay me the $1400 claim I submitted. I think a year is long enough.

Business

Response:

To whom it may concern:

Review: I booked a cruise on 1/23/2013 and at the urging of the travel agent (Cruise.com) to get full coverage for prior illness I needed, to get the insurance now. The cruise was schedule for May 2014.

Later I needed to change the cruise to August. Both travel agent and travel guard made the change. Then because of family problems I had to cancel the trip.

I had no problem in canceling except for travel guard.

They maintain that the "effective Date" was 1/20/2013 and any cancelation past five days (1/25/2013) could not be cancel with any refund.

What type of protection was I afforded from 1/25/2013 to 3/10/2014 ? The trip was not scheduled until 5/25/2014 originally

Then moved to 08/16/2014. I received NO coverage at any time.

I think this is a scram for the travel agent and travel guard to sign up early and take your Insurance cost (242.00) for no risk.Desired Settlement: I think I should receive a large portion if not all of the cost.

Travel Guard never had any risk. WHY are they entitled to all of

the premium when they never provided any service or took any risk.

Business

Response:

Thank you for your reply. The insurance was activated on 01/20/2013 in case of Trip Cancellation due to a covered reason. Should you need to cancel your trip, you can claim for your trip cost under the policy. This is the peace of mind the insured is receiving when purchasing our product.

Review: I purchased travel insurance through Travel Guard for my trip to India. My flight from London Heathrow to New Delhi on October 30 was turned around 10 minutes into the flight because of mechanical issues. (An oily smoky smell pervaded the cabin.) It was rebooked for the next day (October 31). This meant that I would miss my train tour. The tour goes from Saturday to Saturday only, and the rebooking meant that I would miss the train in Delhi. I asked to be rebooked on a return flight to Texas the next day (October 31). This is all documented, and all required documentation was submitted to Travel Guard. Clearly, my tour was interrupted, and nothing was refundable. Advertising for Travel Guard lies heavily on their claim that travel expenses would be reimbursed if the travel plans are interrupted. My claim was rejected because, and I quote, "the claim is based on the fact that the travel was interrupted because of technical difficulties of the plane, not because of the weather." I find Travel Guard's claim that it covers interrupted travel to be false advertising. I have experienced first hand that their product is bogus. Purchase of their product is based in false pretenses.Desired Settlement: I ask that my claim be approved and reimbursed according to procedure. I also wanted to notify the Revdex.com of the false adverting that Travel Guard engages in that lures people (like myself) in to purchase their product under false pretenses.

Business

Response:

To whom it may concern:

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

Trip Interruption claim.

According to the information

provided, the trip was interrupted due to a technical (mechanical and/or electrical)

reason with the airplane. Unfortunately this

does not fall within the scope of coverage and benefits would not be payable

under the Trip Interruption benefit.

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 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

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;

(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 for at least 24 consecutive hours;

(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 self-employed

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.

Upon review of the documentation

included in the claim file, we have determined that the

reason for the trip Interruption is not a covered loss; therefore, we find that the claim has been properly

adjudicated under the terms and conditions of the policy purchased.

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

Thank you for the opportunity to review and

respond to Ms. [redacted]’s concerns. If Ms. [redacted]

has any further questions relating to her claim, we welcome her to contact our

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

Sincerely,

Despicable experience whre our Jetstar flight Auckland-Singapore was diverted to Darwin due to a engineering issue. The claim was refused as "flight diversions cannot be assimilated to flight delays"....

Review: My family and I went to Mexico in June 2013 and my mom required medical care and surgery. I bought a travel guard policy # [redacted] that covered up to 10,000 medical . I signed a credit card bill of over 15,000 for a pay for fee hospital the tourists were required to go to in Cancun Mexico. When I got back home I submitted a claim # [redacted]as required and fought hard with Travel Guard and then they sent me a check for 5,742.57. when I called them back to state that it was a 10,000 coverage and they still owed me 4,257.43. my case was sent to [redacted] (senior compliance analyst) and I got a letter from her stating that my case has been sent to AIG Glodal investigative services for further examination.Desired Settlement: I would like the remaining 4,257.43 that is owed to me for the coverage of medical expensives,

Business

Response:

To whom it may concern:

This response is regarding the concerns of Mr. [redacted] in relation to his mother's medical expense claim.

Please note that the charges of the medical provider in Mexico were identified during the audit of this claim as high for the locale in which treatment was performed for the services provided. As such, a formal investigation was initiated in Mexico into the details of the treatment and billing. Mr. [redacted] has been made aware of that we cannot complete his mother's claim until this investigation is complete as the policy provides coverage for medical expenses within the Reasonable and Customary rates within the locale they are provided. Further, he was advised that upon completion, we would contact him to advise of the results.

Should he have any questions, we welcome him to contact Ms. [redacted] at ###-###-#### to discuss the status of our investigation. As of today, we are working with the provider to obtain complete details of treatment and billing.

Sincerely,

[redacted])

Review: I booked a flight on Spirit Airlines to from West Virginia to Fort Lauderdale for August 13, 2014-August 20, 2014. I purchased Travel Guard Insurance. I had a year to file a claim and get my money back. Prior to the trip, I had medical issues which was numbness and sciatica in my leg and couldn't hardly walk, and my leg kept giving out. I had to cancel the trip. I called and talked to different people in the claims department after that and told them I hadn't went to the doctor yet, and they told me it didn't matter when I went to the doctor. I was still having problems with my leg and I went to the doctor in February 13, 2015 and he filled out my claim form and signed it. Since I cancelled the flight, I have talked to different people in the claims department over the months and everyone I talked to told me it didn't matter when I filed the claim as long as it was within the year. A few days before the forms were faxed, I called the claims department, and a Lady helped me fill out the papers over the phone. I also told her about all the doctors information on that day, and she told me the same thing, that it didn't matter when I went to the doctor. The claim form along with all the necessary information was faxed in on June 15, 2015. They received everything, and on July 2, 2015 I received a call from a lady in the claims department telling me my claim was denied because I didn't go to the doctor prior to the flight. I told her I didn't have time because this problem with my leg came about late that night, and my flight was the next morning. Everyone I talked to previously said it didn't matter whether I went to the doctor right away or later on. I didn't expect my leg to start giving me any problems and I told her that the trip was to get away after losing my Mom. She proceeded to tell me that her boyfriend had just lost his Mom, which was sarcastic, and she was rude. I told her to listen to any recordings of my conversations with other people in the claims department and she said she said she wasn't allowed to listen to the recordings. She never offered to let me talk to a Supervisor.Desired Settlement: Give me a full refund of $325.00 for the cost of the flight and travel insurance.

Business

Response:

To whom it may concern:

Review: I have purchased a ticket to China from [redacted] and the travel insurance with the ticket from Travel guard. My policy number is [redacted]. I made the reservation on Nov 28, 2013 and was supposed to travel to China on Jan 24th this year. [redacted] just changed my schedule from two hours connection to overnight stay and offered to cancel my ticket and issue a full refund. I contacted them and they did cancel and issue a refund. But the Travel Guard Company refused to issue a refund. They say that I could get a refund within 15 days of buying the ticket. But I just got the change of flight three days ago and cancelled yesterday. This solution is not acceptable to me and I request a full refund from Travel Guard. I don't have a ticket and not traveling any more. Why then they refuse the refund. I am filing an official complain against Travel guard and request a full refund. I have had the worse service from them in my life. And everytime I call, they ask me to send an email and their replies are very very slow.Desired Settlement: Full refund

Business

Response:

Thank you for bringing this to our attention. This policy was purchased on 11/28/13 and at that time our policy activates covering the traveler for Trip Cancelation coverage. This coverage is valuable and insures that if the customer needs to cancel for one of the covered reasons on the policy, they can get reimbursed for 100% of their trip cost.

We do issue refunds for the policy within 15 days of the effective date, this clause is sent to every customer via email the same day after the purchase is made. This customer did not cancel within this refund period. We received the request on 01/07/14 and then Travel Guard responded in less than 24 hours the first and second time the customer contacted us.

However, we have reviewed over this customer's travel experience and have made a onetime exception for him. The policy is being canceled and refunded in the amount of $52.70.

We hope this satisfies the customer's request and should there be any questions, please feel free to contact us.

Review: I bought insurance from this company through a airlines that I bought my tickets, they talked me into buying Insurance they said it was 100 percent money back if I cancel for any reason, I have to cancel due to swelling in my legs I am handy cap and can not fly on a 14 travel. So when I made my reservations the call was sent to india the gentleman did not explain the details also he had broken english. please help me to get my refund of 1505.50 thank you. [redacted]Desired Settlement: Give me my refund back I paid for my insurance never got any papers saying if I cancel under certain circumstances you would be able too. I GOT NOTHING

Business

Response:

To whom it may concern:

This response is regarding the concerns raised by Mrs. [redacted] regarding her travel insurance and claim.

Please note that under the insurance policy purchased provides coverage for a variety of different loss types. Losses must be due to a named covered peril of the insurance policy for reimbursement to be issued. A copy of the insurance policy purchased by the [redacted]'s was sent via email on 8/1/2013 to the [redacted]'s email address.

At this time, we have received the claim documentation that the [redacted]' have submitted in support of their Trip Cancellation claim. The documentation is currently under review by their adjuster, [redacted]. Should the [redacted]' have any questions or concerns relating to their claim, we welcome them to contact their adjuster at ###-###-#### Ext. [redacted].

Sincerely,

[redacted])

Consumer

Response:

Review: I purchased travel insurance from Travel Guard for a travel package which included air and hotel stay for 4 people, myself, my husband, my daughter and my new son in law. We were traveling from Cleveland, Ohio to New Orleans, La to attend my daughters destination wedding which was being held in New Orleans this past January 2014. A horrible storm came down from northern Canada causing severe weather to occur as far south as New Orleans. Our flights were changed numerous times by the airline because of weather. Our original departure date was 1-29-2014 then changed to 1-28-2014 and then to 1-27-2014 along with flight dates changing our flight times also kept changing and our final destination had to be changed as well from New Orleans to Lafayette, La. The New Orleans airport was shut down because of weather and the closest the airline could get us was Lafayette. When we arrived into Houston, we were told that Lafayette airport was closed because of weather so we had to rent a car in Houston and then drive all night from Houston to New Orleans. We clearly had a severe trip interruption, which the insurance company covers, as this was what I was told by one of the companies customer service representatives when I had originally called to file a claim to cover the car rental expenses, etc. Travel Guard informed me that they will not cover any of the expenses that occurred!Desired Settlement: I want my claim paid due to the unexpected expenses because of my severe trip interruption.

Business

Response:

To whom it may concern:

We thank Mrs. [redacted] for her comments and concerns relating to her travel insurance claim.

From review, we find that benefits have been extended for the unused airfare, additional transportation expenses incurred, as well as the hotel penalty the [redacted]'s incurred. We apologize for any inconvenience that may have been caused and find that the complaint has been resolved since Mrs. [redacted]'s initial complaint.

Should Mrs. [redacted] have any questions, we welcome her to contact our claims department at ###-###-####.

Sincerely,

Business

Response:

To whom it may concern:

Please note that payment was initiated on 5/20 with a check being issued on 5/21/2014. The payment was issued totaling $1,148.90 under the Trip Interruption benefit via check #[redacted]. We anticipate that Ms. [redacted] would receive payment within 7-10 business days from issuance on 5/21/2014.

Should Ms. [redacted] have any questions relating to her payment, we welcome her to contact her claims adjuster, [redacted], directly 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: Aig has not reimbursed trip cancellation claim # [redacted]. Originally booked trip to Netherlands with two friends for Aug 2014 and bought travel guard gold policy through the travel agent. One of the friends had to cancel due to sick pet so my friend and I changed our flights and booked a tulip time river cruise for march 2015. Sadly however,my friend had to cancel the trip due to personal responsibilities and I had to cancel because I could not afford single surcharge nor did I want to travel alone.Desired Settlement: Refund of airline fare

Business

Response:

To whom it may concern: This is in response to the concerns raised by Ms. [redacted] regarding her Trip Cancellation claim. According to the claim notes, Ms. [redacted] and her Traveling Companion, Ms. [redacted] cancelled their trip due to the passing of Ms. [redacted]’s Uncle. A copy of the death certificate showing cause of death has been requested in order to continue processing the trip cancellation claim. In pertinent part, the policy states: Section II - BenefitsTRIP CANCELLATION AND INTERRUPTIONThe 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 reasona[redacted] cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time ofLoss 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 lifethreatening as certified by a Physician, or they require the Insured’s immediate care. Such disability must be so disabling as to reasona[redacted] 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 reasona[redacted] 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 self-employed 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 isforeseeable 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 theInsured’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 signedby an officer of his/her employer. In the situation of selfemployment, proof of self-employment and a notarized statement confirming that the Insured is unable to traveldue 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. Section IIIDEFINITIONS“Family Member” means the Insured’s, or Traveling Companion’s spouse, civil union partner, Domestic Partner, Child, daughter-in-law, son-in-law, brother, sister, mother, father, grandparent, step-grandparent, grandchild, stepgrandchild, step-child, step-brother, step-sister, step-parent, parent-in-law, brother-in-law, sister-in-law, aunt, step-aunt, uncle, step-uncle, niece, nephew, legal guardian, Caregiver, foster Child, ward, or legal ward; spouse, civil union partner or Domestic Partner of any of the above. Family Member also includes these relations to the Insured’s or Traveling Companion’s spouse, civil union partner or Domestic Partner. Once we receive the required information from Ms. [redacted], 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 the claims analyst, [redacted] at ###-###-####. Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns. Sincerely, [redacted]

Consumer

Response: