Travel Guard Group, Inc.

Review: We purchased an insurance policy on Feb 28, 2014 for a trip in Sept. 2014. In August my husband was advised by his physician that he should not travel (he had bypass surgery in 2013). His physician filled out the forms, I submitted proof of cancellation. It is now 3 months and I have yet to be compensated .. the insurance co is waiting for the doctor to verify that my husband could fly at the time we purchased the policy. He traveled in June and I told Travel Guard I could supply proof of that. Why should my policy be tied up waiting for the doctor? The doctor stated that he advised no travel, we showed proof of cancellation. It is ridiculous to assume I would buy a policy knowing I could not travel. As I said to Travel Guard, you are saying I laid out $2400 for a trip, $180 for insurance knowing I could not go and would likely have to wait months and fight to get reimbursed? It is a ridiculous policy and very unfair. I paid the premium, I supplied documentation, the doctor stated he could not travel. Requiring documentation that he could travel when the policy was purchased is insane.Desired Settlement: the amount I paid insurance for - $2400 We paid the policy, were unable to travel, supplied documentation proving that and are still awaiting reimbursement 3 + months later. Travel Guard has had my money for almost a year ... this is insane.

Business

Response:

To whom it may concern:

Review: My friend and I had planned and booked a cruise with Costco Travel, who recommended purchase of an insurance policy with Travel Guard. In an unforeseen accident, my friend died 2 weeks before the cruise was set to depart.

Since that time, I have been fighting with Costco Travel and Travel Guard in order to get a refund and avoid the $934.64 in cancellation fees (the total price of the cruise was $1207.10). They insist on receiving official cause of death through an official document, which I am unable to get them, especially since I am not related/family to my friend. Due to the nature of her death, her culture, and the timing, I cannot contact the family and especially her parents at this time, and the cause of their daughter's death is personal, secret, and should be kept that way if they wish. All I can promise is that is was an accidental death and not suicide.

When speaking with Travel Guard, one representative said that an obituary may suffice, which I attached to my claim. I have even sent the handout given at the funeral. However, other Travel Guard representatives and the supervisor at the time of my call have all said they need a death certificate.Desired Settlement: I would simply like a refund and not be charged the cancellation fees. I would like to not have the stress of trying to process this claim in the midst of mourning. I had purchased the insurance in case of an unforeseen circumstance, like this, to avoid any possible headache and stress. I find it appalling that in this situation, I cannot be refunded the charges in order to repay both my family and my friend's family.

Business

Response:

To whom it may concern:

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

First off, we want to extend our sympathies to Ms. [redacted] during this time. We understand the concerns she has raised. The insurance policy purchased has terms and conditions that are followed when reviewing all losses to determine if coverage is available. We are held to adjudicate each claim in accordance with the provisions of the policy purchased. Unfortunately, the cause of death is required to enable our company to finalize our review of Ms. [redacted]'s claim so that we may rule out any General Exclusions that may apply to this situation.

To enable our company to finalize Ms. [redacted]'s claim, a copy of the death certificate showing the cause of death will be required. We will be able to complete processing upon receipt and review of this document.

Sincerely,

Consumer

Response:

Review: I filed a claim with Travel Guard, the travel insurance company associated with [redacted], because I bought a $524.05 ticket and insurance to go along with it. I have done everything they have asked me to do. I have filled out forms, sent letters from doctors, and waited almost a year and still have an unresolved issue.Desired Settlement: $524.05 refund check

Business

Response:

To whom it may concern:

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

We find that Ms. [redacted]'s claim was denied on 3/25/2014 as the reason for loss did not fall under a named, covered peril of the Trip Cancellation benefit. A formal denial letter was sent to the Insured on 4/2/2014 explaining that the reason prompting the loss fell outside the scope of the coverage purchased. Attached to this response are copies of the explanation of our determination as well as a copy of the policy purchased by Ms. [redacted]. From review, we have confirmed that her claim has been appropriately adjudicated under the terms and conditions of the policy purchased.

Should Ms. [redacted] have any questions regarding her claim or policy, we welcome her to call the Claims Quality Assurance department at ###-###-#### to speak with one of our representatives.

Sincerely,

Review: The terms of Travel Guard Insurance provided that they would waive the pre-existing medical condition requirement if the policy is written within 15 days of the date of our initial payment for our trip. Our insurance was paid at the same time as our initial payment for the trip. After we made a claim based on our cancelled trip they refused reimbursement because of a pre-existing medical condition.Desired Settlement: They should pay the claim.

Business

Response:

To whom it may concern:

This response is regarding the concerns raised by Mrs. [redacted] in reference to the denial of her Trip Cancellation claim.

From review, we have confirmed that insurance was purchased with the 15 day period following the initial trip payment. However, this is one of 3 requirements that need to be met in order for insured's to qualify for the Pre-Existing Medical Condition exclusion. The most notable requirement applicable to Mrs. [redacted]'s policy is the requirement of being medically able to travel at the time insurance was purchased on 9/20/2013. Contact was made to Mrs. [redacted]'s medical provider that confirmed she was not medically able to travel when insurance was purchased; thus not allowing the waiver of this exclusion.

While we wish the outcome of our review could have been more favorable, we must adjudicated each claim in accordance with the terms and conditions of the policy purchase. Review has confirmed that this claim has been properly adjudicated under the policy the [redacted]'s purchased. Unfortunately, we are unable to extend benefits for the loss due to the claimed medical condition as it is a Pre-Existing medical condition as defined by the policy.

A copy of our previous response to the [redacted]'s appeal of the denial is attached for your records.

Sincerely,

Consumer

Response:

Review: We purchased insurance through Travel Guard (policy #[redacted]) for a flight that was to have left May 18, 2013. On May 11, 2013, I had a stroke and was ordered to cancel my flight by my physician. In spite of the monumentally convoluted and complicated process of filing the claim for reimbursement, I carefully and thoroughly processed the claim ( claim #[redacted]) as they required beginning on May, 14, 2013. They will not respond to the claim or reimburse me the cost of the agreed amount of my airline tickets. I have sent repeated emails but they only respond with what I need to do to file a claim. No one will return calls or respond to my written emails. There is a time period in which this must be done and they are ignoring me to run out the time required to process this claim to avoid paying it.Desired Settlement: This claim will be processed immediately and they will immediately send us a check for 385.00

Business

Response:

To whom it may concern:

Review: This company continues to send unsolicited mail offering items not meeting what they say and despite our request will not remove our name from their mail list.

they appear to be a boiler room operation.Desired Settlement: They should be censured from hacking into peoples personal information and sending unwanted proposals.

Business

Response:

[redacted], thank you for reaching out and expressing your concern. Your name has been removed from our database and you will no longer receive mail from Travel Guard. If you have further questions or concerns, don’t hesitate to call us at ###-###-####. Thank you.

Review: To whom it may concern,

We are writing to you to formally make a complaint about Travel Guard Insurance AIG. In May of 2015 my wife and I purchased a cruise with Norwegian Cruise Lines through Costco. On June 10th of 2015 my wife purchased travel insurance through Travel Guard. Unfortunately on June 22nd we had to cancel our cruise plans due to an infection (Cellulitis) that I got in my leg. We contacted Travel Guard to try and salvage the money that we had invested in the Cruise thus far ($2,798).

Travel Guard sent us some paperwork to fill out and return to them. My wife and I filled out the required paperwork and returned it via fax to try and hurry things along. We waited and waited for a response. Finally, we contacted Travel Guard again about our claim and we were told that they needed more info from the doctors that cared for me.

Travel Guard sent paperwork to the appropriate doctors to fill out and return. Again we waited and waited and contacted Travel Guard only to be told that we were waiting because the doctors required payment to fill out the paperwork. Once Travel Guard got all of the paperwork back they then contacted us and told us that they were going deny our claim based on the fact that Travel Guard said my that infection was a pre-existing condition.

There are 2 problems with their denial: 1) The main doctor in charge of my treatment faxed them a letter stating that my condition (the infection) was NOT a pre-existing condition; & 2) Travel Guard’s policy has a clause for an exemption to the pre-existing condition which we fall under for coverage. The problem is that Travel Guard STILL refuses to pay on our claim despite both of the above mentioned conditions that negate their claim that my infection was pre-existing.

It is NOW January of 2016 and we still have no resolution to our claim, although Travel Guard claims that our claim is under review by another department. Yet we have still heard nothing after 6 months. We are contacting you in the hope that you can help us to FINALLY resolve this problem and help us get back our $2,798 payment in full.

Business

Response:

To whom it may concern:

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

his Trip Cancellation claim.

According to the information provided, the trip was cancelled due

to a medical condition. It is noted that

treatment occurred on 05/20/15, 06/01/15, 06/05/15 and 06/11/15. The policy effective date was 06/11/15. As treatment took place prior to and

including 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.

Treatment has been verified to

have occurred during the 180 day period immediately preceding and including the

policy effective date of 06/11/15 for the condition causing the loss. The policy purchased excludes medical conditions

which meet the Pre-Existing Medical Condition Exclusion. Based on the documentation included in the

claim file, we have determined that the expenses being claimed are not covered

under the terms of your 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.

Please

note that the Claims Adjuster, Susie [redacted] has left several messages for both

Mr. [redacted] and his Travel Agent between 11/18/15 and 2/5/16. We encourage the

insured to contact Ms. [redacted] directly at 1-866-350-3256 to discuss the denial

and appeal options.

Thank you for the opportunity to review and

respond to Mr. [redacted]’s concerns.

Sincerely,

[redacted] (Claims Manager)

/ss

Consumer

Response:

Very dissappointing experience. We purchased Insurance for a cruise in January. Our ship was late getting back into the dock because it had spent five hours overnight looking for a lost ship at sea, which by law they are required to do. This made us miss our flight. There was nothing else available on that date to get home so we went ahead and booked a flight with another carrier because we NEEDED to get home. This cost us $1300 for two tickets, but according to what we read in our policy, Travelguard would cover up to $500 a person for trip interuption. Well by Travelguard's standards, this was not covered because it did not specifically list "looking for lost ship at sea" as a reason for trip interruption. I agree with hundreds of other reviews I've read online -- this company is a scam. I would be very leary of using -- would not recommend!! This was about the 5th time I purchased this insurance, but having never submitted a claim, I had no idea that this was how they operated.

I called travel guard and explained my situation, that I was planning on attending an international wedding, but my wife was pregnant and giving birth prior to the trip, but depending on our child's age and how my wife was doing, I might want to cancel the trip. I was told by the representative that I couldn't cancel a trip due to a pregnancy, but I could be reimbursed if I needed to care for my child, so I purchased the plane ticket and the insurance.
A few months later, a few weeks after my son was born, I called to get claim information, as my wife and son needed my assistance. I was told that all claims would be denied due to the claim being pregnancy related. I relayed everything I was told, but they kept denying the claim. They also pulled the tape of my sales phone call and apologized profusely for what the sales representative had told me initially, saying he would be "retrained" and they would make sure other customers were given "clearer information." Travel Guard ultimately refused to pay my claim, and referred me to the insurance commission as my only recourse.
I feel Travel Guard was misleading at best and fraudulent at worst in their interactions with me. I lost over $400, along with countless hours on the phone with them. I would discourage everyone from using them, but if you must, record all of your phone calls with them (they refuse to share their recordings with you).

Review: On August 9, 2014, I took my 2 grandsons to Kenya as a grad. gift and before they were due to begin military duty. I purchased travel insurance from Travel Guard for the 3 of us. This seemed to be a normal policy that covered matters like baggage delay, missed connection, trip cancellation, and trip delay. I submitted a claim form, and added proof of everything they asked for, such as flight stubs,receipts, etc. We started and ended the trip from Tel Aviv, which is where the boys live. Briefly, what happened to us this:, our original flight was on Ethiopian Airlines, but they cancelled our return to Tel Aviv without explalnation. (They told me my travel agent canc, which was not true.) Then they wanted us to rebook in business class, which was out of the question. They refunded the cost of the flight minus $150. We rebooked using Turkish Air., costing $876 more than Ethiopian Air.

In Istanbul our flight to Nairobi was delayed over 12 hours due to storms. The insurance refused to honor the problems with Ethiopian and Turk. Air. without written proof. I finally sent them a printout of the weather that day in Istanbul that said all flights were delayed that day due to storms. I could not get written proof of why we were cancelled by Ethio. Air. The results of the delay in Istanbul caused us to miss a safari in Samburu, which we were sched. to arrive on a Friday a.m., This is a special area where there are unique animals and plants, and was a major loss for us. Since we arrived in Kenya late on Friday, we missed the safaris on that day. We chose not to go there on Saturday because the boys are religious and couldn't travel on that day. The ins. co. said that we missed the safari by our choice, but in truth, the safaris we missed were on Friday, which I told them but to no avail. And because we missed the safari, the group left without us and we had to be rebooked on a private tour at a cost of $1308 for the 3 of us. That was a loss also because we didn't have the opportunity to mix with other people on the safaris we did go on. I was told by [redacted] that the initial problems with the airlines was not covered because it happened before the trip. This doesn't make sense since if I had to cancel due to illness or some clamity, that probably would have been before the trip started. The purchase date normally starts the policy being in effect.Desired Settlement: My claim, drawn with the help of my travel agent, was over $2,000. The ins. sent me a check for $53.88 which was for clothing and toiletries for the boys because of delayed luggage. They didn't honor anything else. I am planning to send you the paperwork for the claim, including the ins. company's follow-up letters and my replies.

Business

Response:

To whom it concern:

Review: Travel Guard travel insurance was purchased with our Spirit Airline tickets in November 2015 for a flight to Los Angeles in January 2016. The original intent of purchasing was in case of bad weather and our flight was cancelled. Turns out, my husband got sick and saw his doctor. He was highly contagious and was told he could not travel and remained under the doctor's care for another week. This happened the day before we were scheduled to fly. The first doctor neglected to give a doctor's note so he went back two days later and finally got a note. We tried to cancel our Spirit Airline reservations and rental car but because it was within a 24 hour period, we were told to use the Travel Guard insurance and make a travel claim for reimbursement. On approximately 17 January 2016, I sent the appropriate documents via a submitted claim using Travel Guard's website: www.aig.com/travelclaims. I submitted what the online claim form requested: Itinerary and travel costs for all three airline tickets (myself, my husband and our daughter), the doctor's note from our family doctor and the proof of travel insurance coverage. Two weeks went by before I ever heard from someone. When I finally heard from a man named Nathan, he said my supporting documentation did not go through so I resent it again in another claim. That claim number is UC81695630. I did not get that claim number until the first week of February when my claim was assigned to someone else because Nathan had left the company. I've been in routine correspondence with [redacted], one of the claim representatives. She indicated that an adjudication of our claim could not be made without actual diagnosis of illness and treatment received and why my husband could not travel. She even attempted to call our doctor's office directly (without my knowledge) to request a form with the information. Under the HIPAA Privacy Policy, we do not allow the doctor's office to release any information to anyone besides each other. The doctor's office indicated to me they were extremely concerned as to why a travel insurance company would need the information since it did not involve a motor vehicle accident or anything related to a motor vehicle. Here we are nearly two months later and there has been no adjudication of my claim asking for $1200+ dollars (actually $300 less than the actual cost of the travel tickets, rental car and a hotel). I am looking for some resolution to this case. Ms. [redacted] has not been very forthcoming with any information and continues to say they cannot make a case without knowing the diagnosis, which my lawyer has indicated she has no need to know that information.Desired Settlement: $1200 in refund for cost of airline tickets for three passengers and the rental car.

Business

Response:

3/23/16 To whom it may concern, This is in response to the concern raised by [redacted] regarding her trip cancellation claim. The latest correspondence included a statement from the insured indicating that she is not happy with the claim’s processing time and to state that they will not be submitting any further documentation regarding the claim. We have requested medical information from the treating doctor to verify the condition that caused the trip to be canceled. We require this information because there are certain medical conditions that are excluded from coverage under the trip cancellation coverage, and we need to know if the medical condition is considered pre-existing per the policy language. Please refer to the policy wording, which 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. We understand the concerns of the insured, however in order to process the claim further, the requested medical information regarding the actual diagnosis, date of diagnosis, and dates of treatment is required before the claim can be properly adjudicated. Thank you for the opportunity to review and respond to Ms. D[redacted]’s concerns. If Ms. D[redacted] has any further questions related to his claim, we welcome him to contact our Claims Department at ###-###-####. Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights. Sincerely, [redacted] (Claims Manager) /dr

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. Please note that in all my dealings with Ms. [redacted] at Travel Guard, she never once mentioned to me that the credit card statement showing the charges was a required document. It was also not clearly expressed as a required document in the Travel Guard claims request database. The only thing that Ms. [redacted] continued to request was a diagnosis of my husband's illness and that is all she kept asking me for in order to complete the claim. (The doctor's office will not provide a diagnosis in writing for HIPAA Privacy purposes and our lawyer says it should not be a requirement to adjudicate this case since the doctor's note was sufficient enough and it was previously provided. I previously sent the airline receipt from Spirit Airlines, along with the itinerary breaking down the cost per traveler. Attached you will find the screenshot of my credit card statement from the Spirit Airlines charge. I will not forward the entire statement so I hope the screenshot of the charges will suffice. Thank you for your attention to this matter.

Regards,

[redacted]

Business

Response:

3/28/16 To whom it may concern, Please see our original response below to the complainant’s concerns. The information that is required is requested below. We will be able to further process the complainant’s claim when the requested information is received. Sincerely, [redacted] (Claims Director) /dr 3/23/16 To whom it may concern, This is in response to the concern raised by [redacted] regarding her trip cancellation claim. The latest correspondence included a statement from the insured indicating that she is not happy with the claim’s processing time and to state that they will not be submitting any further documentation regarding the claim. We have requested medical information from the treating doctor to verify the condition that caused the trip to be canceled. We require this information because there are certain medical conditions that are excluded from coverage under the trip cancellation coverage, and we need to know if the medical condition is considered pre-existing per the policy language. Please refer to the policy wording, which 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. We understand the concerns of the insured, however in order to process the claim further, the requested medical information regarding the actual diagnosis, date of diagnosis, and dates of treatment is required before the claim can be properly adjudicated. Thank you for the opportunity to review and respond to Ms. D[redacted]’s concerns. If Ms. D[redacted] has any further questions related to his claim, we welcome him to contact our Claims Department at 1-866-350-3256. Of course, we reserve all rights under the policy and the law, and none of our communications may be construed so as to waive any of those rights. Sincerely, [redacted] (Claims Manager) /dr

Business

Response:

To whom it may concern: We are in receipt of the credit card statement; however we still require the medical information previously requested to determine coverage as outlined in the policy purchased. The policy purchased excludes certain medical conditions; therefore further information is required in order to determine coverage. Once the additional medical information is received, we can continue to review the claim. Sincerely, [redacted] Claims Director /by

Consumer

Response:

Review: I bought Travel Guard Trip Insurance/World Nomads. Just before making an overseas trip, I had to cancel due to a cold. I did not want to infect my hosts and deal with jet lag on top of it. TG required that I go see my doctor to get my illness documented; I filled out the claim form, and my doctor advised that I cancel the trip. My airfare was $1207. I rebooked and that cost me another $1207 plus $83 penalty.

According to their advertisement, if I cancelled due to illness, I would be covered.

TG initially dealt with my $83w penalty fee instead of the $1207 air fare. They denied me the $83, citing some excuse, but nothing in writing nor specific passage in their policy. Then after a month delay, they sent me a check for $83.00!

I wanted to get reimbursed for my $1207 airfare. They kept on saying that it was being reviewed! Finally, I wrote to them that if I didn't hear from them by August 15th, I will file a complaint with the [redacted]. Well, I got a voicemail message saying that they were denying my $1207 claim because it did not meet policy requirements!

I bought trip insurance just in case I had to cancel for whatever reason. My cold was NOT a pre-existing illness; my doctor advised me to cancel, and I sent TG a signed claimed form, including the required past medical records. It doesn't make sense that they would pay me back my $83.00 penalty, and at the same time, deny my claim!Desired Settlement: Pay me the $1207.00 air fare.

Business

Response:

To whom it may concern:

Review: We booked a trip to China and my wife got sick before the trip and the doctor advised her not to go on the trip. We cancelled the trip and filed a claim. They denied the claim. They stated that there was a preexisting condition. She was diagnosed with Coccidioidomycosis, also known as Valley Fever. According to the CDC website:

At least 30% – 60% of people who live in an endemic region are exposed to the fungus at some point during their lives. In most people the infection will go away on its own, but for people who develop severe infections or chronic pneumonia, medical treatment is necessary.

If she had symptoms we had no idea that it would cause the trip to be cancelled, however symptoms worsened and we had to cancel the trip and then filed a claim. The trip insurance claim was denied even though we had no idea she had Valley Fever.Desired Settlement: Payment of the Insurance Claim

Business

Response:

To whom it may concern:

We have completed our review of Mr. [redacted]’ Trip Cancellation claim due to his wife’s medical condition. From our review, we found that Mrs. [redacted]’ medical condition that prompted the cancellation was treated on 1/18/2013. The medical notes from 1/18/2013 state that Mrs. [redacted] symptoms had been present for two weeks.

Unfortunately, the insurance policy purchased does not provide coverage for conditions that meet the Pre-Existing Medical Condition Exclusion. As Mrs. [redacted]’ condition was treated on 1/18/2013 prior to the policy coming into effect on 1/19/2013, the claim was formally denied.

While we wish the outcome of our review could have been more favorable, we must adjudicate each claim in accordance with the provisions of the policy purchased. Therefore, the denial of the claim has been maintained as the condition prompting loss is excluded from coverage under the policy.

Thank you for the opportunity to review and respond to Mr. [redacted]’ concerns. We have attached a copy of the denial letter sent to Mr. [redacted]’ as well as a copy of his Description of Coverage for the policy purchased for your records.

Sincerely,

Review: I purchased travel insurance for a vacation. We are unable to leave. My mother suffers from depression due to the death of my father. Unfortunately she has had a set back. I have told I need documentation from her doctor. She is reluctant to seek additional help, as she feels it will be an admission of mental assistance needed. While I appreciate that the insurance company would like validation, I paid in good faith and was not told I would have to spend more money to receive my week back that I exchanged with interval international. Furthmore. I am now being told it can take up to 6 weeks to be reimbursed for either my week or my exchange fee... Not both. I would not be exchanging therefore I should be receiving both my weekend the resort exchange fee. I paid 179.00 to exchange and an additional 66.00 and 49.00 for the privilege of insurance. They said you can only get your money back or the week, not both. Interval international informed me to call back when it is denied...I said when...don't you mean if...and they said that it often is denied and then interval has to step in. I want to be done and out of my money for the sham insurance, I want the 179.00 back I paid to exchange and my week back to use when she is able to travel.Desired Settlement: I would like my exchange fee that I will not be using 179.00 and my week returned as this is the insurance I was assured I was paying for...not either or. I do not want to have to spend additional money for me to further upset my mother to justify this claim, which I was not told I would need prior to purchase. I do not want to wait 6 weeks for reimbursement.

Business

Response:

3/28/16 To whom it may concern, This is in response to the concern raised by Ms. [redacted] regarding her trip cancellation claim (UC81738879). The latest correspondence included a statement from the insured indicating that she is not happy with the claims process, and that she would like a refund on the amount paid for the Interval exchange, and her week back thru the provider. We understand Ms. [redacted]’s concerns, however we must adjudicate each claim according to the purchased Description of Coverage. As of today’s date, we have not received any of the requested and required information needed to further process our insured’s claim. Once the required documentation is received from the insured, we will further process the claim and make the final claim determination at that time. Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns. If Ms. [redacted] has any further questions related to her claim, we welcome her 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)

Review: Before travelling, I was advised to purchase travel insurance to cover our trip. I paid almost $400 for a one month coverage with world nomads travel. During our trip, two of our luggage were stolen and when I called the company from overseas to file a claim, I was advised by the representative to wait until I got back to do it. Upon filing the claim, I have been very disappointed in the service and lack of a competent representative to handle my claim. Their representatives have asked me to file a claim with my home insurance and giving me all these run around. I have sent them all the documents that I have at hand; including a copy of my home insurance policy, per their request. World nomads just doesn't want to handle their part of the policy, even though they made sure they took my money for the policy in full.Desired Settlement: They can refund my policy payment since they refuse to provide the services for it, or approve my claim and stop playing games.

Business

Response:

To whom it may concern:

We have completed our review of Mr. [redacted]’s claim for response to the concerns mentioned.

When you purchase the insurance, this is the coverage that they show.
"$100.00 Payout Limit Per Day
LIVETRAVEL EMERGENCY ASSISTANCE
Included Per Insured
MISSED CONNECTION
$500.00 Per Insured
TRAVEL MEDICAL ASSISTANCE
Included Per Insured
TRIP CANCELLATION
100% Trip Cost Per Insured
TRIP DELAY
$500.00 Per Insured
$100.00 Payout Limit Per Day
TRIP INTERRUPTION
125% Trip Cost Per Insured"
I went on a trip and had a death of a close friend and needed to rearrange my flight. This insurance company would not help me cancel or move my flight because it wasn't an immediate family as notated in the fine print in a separate document. I requested a refund which was not approved because I had already completed the first leg of the trip. Don't waste your money.

I have purchased insurance through Travel Guard 3 times, and it has always been so easy to use. When I needed to make adjustments to the plan, customer service was friendly. I had to submit a claim for the first time recently, which entailed calling to explain the situation and then submitting the support documents (e.g. invoices, letter from airline explaining cancelled flight, etc.). Once submitted, I received a check in the mail a few weeks later, no additional questions asked.

Review: I bought travel insurance for the year, and called back to make a change to my policy about half way through. I was told that the policy was written poorly, and that it would not be valid for another trip, since I came home between trips. They informed me that a supervisor would review the phone call that initiated the policy. I received a call back stating that I did not inform the writer that I was going on multiple trips (coming home), and they would be unable to refund my money or uphold the insurance. Being my first time buying travel insurance, I did not know that condition existed, and was not informed when I initiated the policy. I asked if they would pro-rate my policy to give me a partial refund, and they declined.Desired Settlement: $242.96 refund

Business

Response:

Thank you for bringing forward the concern with your policy. The policy purchased provides coverage for single trip travel. As the policy would have been in place for the first trip taken, we would like to adjust your policy accordingly to reflect the dates in which the policy would have been valid and adjust the premium of the policy accordingly. Please confirm the dates of the first trip taken. Additionally we would be happy to work with you to provide an annual travel plan that would meet your traveling needs. Please feel free to directly contact Amber Fisher from our Administration department at ###-###-#### Ext. [redacted] or email her at [redacted]

I bought a "GOLD" class insurance from them. My family trip was cancelled du to sever snow storm on 1/23/2016 by jet Blue. They failed to process my claim till now
against my several calls.

This is my first and last time using Travel Guard. I planned a Vegas getaway for hubby to heal after surgery. He was needing to get out of the crazy cold Minnesota to heal in the warmth of Vegas. His Dr provided Travel Guard with proof that he was only supposed to be in the hospital for 3-4 day. He ended up in there for 22 days. We missed our trip. They claim pre existing conditions. His condition was not pre existing, it was complications from surgery. I bought this insurance just in case this would happen. We have gone back and forth with appeals, but they won't budge. When you talk on the phone to them, they totally agree that there should be a refund, but then you get the denial letter. I will never use them again and waiting for the Department of Commerce to step in.