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Travel Guard Group, Inc.

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Reviews Travel Guard Group, Inc.

Travel Guard Group, Inc. Reviews (217)

Don't buy this travel insurance! It is a rip off!! We made arrangements to travel to visit my father who was diagnosed with cancer. We purchased Travel Guard insurance in the event that we had to change our plans and fly down sooner. After receiving news that his conditioned worsened more quickly than expected and he was near death, we changed our plans and flew down sooner. We submitted all the necessary paperwork and Travel Guard denied our claim stating that my father's illness was pre-existing condition. As I said, the whole reason we purchased the insurance was due to his illness...in the case that it got worse. He ended up passing away the day before we would have originally flown down.

Review: On 9/2013 my friend and I were members of a tour to France and Spain threw [redacted]. Our flight was threw [redacted] the rout was Los Angeles, Chicago and Paris. Due to the airlines malfunction we had to stay one day in Chicago after which we flew to Miami than Paris. Due to airline malfunction we lost the initial prepaid transportation from the airport upon arrival to Paris; two days of stay in Paris and we lost the tours that we had prepaid. We had to pay extra to be able to still participate in the original tours that we had lost. When we flew to Barcelona we again did not have transportation and lost our prepaid tours, because of there National Holiday. Again we incurred extra charges for the transportation and the tours. We had no problems only in Madrid, but because of all listed above problems we did not enjoy our trip. So because of airplane malfunction we suffered emotionally, physically and financially.

We did submit our claim to Travel Guard since 10/2013 and per their request mailed all requested documentations and original receipts for extra expense. After all they never honored our claim and still asking for more information. In there last letter to us they asked us to contact [redacted]s and obtain from them written explanation why that flight was canceled. This is ridiculous demand and we believe they just do not want to honor our claim, based on their contract.Desired Settlement: In total we paid extra 537 (euro) and we lost almost two days of our vacation. We had paid for vacation in total $7450 for two people. Travel Guard should cover our extra expense and prorated amount based on there contract for trip interruption.

Business

Response:

To whom it concern:

My wife entered the hospital with pneumonia on our second day in Lima,Peru, and had to cancel remainder of our trip that included Machu Pichu. Travel Guard (Chartis) was absolutely fantastic in refunding the entire itinerary for all the portions of the trip, including hotels and air fare, that we were forced to cancel. I was worried about my claim because I procrastinated with the paperwork and only submitted all the paperwork 11 months after the trip. I was lucky because I think you have one year to submit. What can I say- I ‘m busy and hate paperwork. They had only one question and then cut two checks – one for travel and one for medical- after their review process, which I think took two or three weeks. It helped that I had all receipts. Travel Guard paid for the hospital and doctors and unused hotel and air fare to and from Machu Pichu. I think they even paid rebooking fee for return flight to New York. After reading some of other reviews I can only conclude that problems with Travel Guard seem to occur because of misunderstanding of what exactly is covered or lack of documentation on the expenses. Keep receipts and good notes. I will always use them in the future.

Review: We purchased the gold plan from travel guard foor our upcoming trip to [redacted]. We cancelled our trip when the us government published a travel wwarning due to Hmmas terroroism. The airport was closed and Israel is unsafe to visit at this time. We are supposed to leave on July 30th. We have received a letter claiming our policy does mnot cover terrorism and that is uncorrect. They are claiming that Israel is not defined as a terrorist incident and clearly this is unaccurate. They do not want to pay us our refund. They will not return our calls or emails and we have been unsucessful reaching abnyone who is willing to help or provide any explanation.Desired Settlement: we would like our refund.

Business

Response:

To whom it may concern:

Review: Our travel insurance was purchased on the 1024/2013 for a scheduled flight to Australia on 2/8/14. My wife [redacted] visited a Dr. on 2/23/13 displaying symptoms that the insurance company claim was reason to diagnosis her with [redacted]. The doctor did not diagnose [redacted] with [redacted] until 10/29/13. After an ultrasound was administered on the 25th of October, [redacted] and I visited with the doctor to find no diagnosis. The doctor then drew blood and a CAT Scan was scheduled for Tuesday the 29th of October. On that date, based upon the CAT Scan and the blood draw analysis, the doctor diagnosed [redacted] with [redacted]. She had surgery on 11/4/2014 and has been in treatment ever since. What the medical field could not diagnose as a reason to cancel trip arrangements, the insurance company is inferring they say reason why we should not have purchased their trip insurance.Desired Settlement: We lived with the assumption that the trip insurance would cover an emergency that would interrupt our trip. [redacted] would be such an event. We in good faith purchased the insurance with no intent of canceling the trip. There would be no gain on our part, because even with reimbursement of the flight costs, we would have the cost of the premium as an expense. We had no interest in purchasing the insurance and then canceling. We purchased the insurance in good faith and expect the company to respond in good faith and respect the purpose of the insurance. If it is the practice of this company to try to work their way out of honoring what was intended to be assuring to its customers, they are misrepresenting its purpose. To us the purchaser of this insurance it appears to be at best a false sense of security sold, or at worst, a business practice that should be judged to be a scam. We are worthy of the full award of the covered amount of the policy.(Claim # [redacted])

Business

Response:

To whom it may concern:

We have completed our review of Mr. [redacted]’s Trip Cancellation claim based on the concerns Mr. [redacted] raised in his complaint.

According to claim records, Mr. [redacted] booked the trip on 10/3/13, purchased the travel insurance policy on 10/24/13, becoming effective 10/25/13. The trip was scheduled to commence from 2/8/14 through 3/5/14.

Claim documents were received in our office that included the completed Attending Physician’s Statement Claim Form and list of treating physicians for Mrs. [redacted]’s medical condition that caused cancellation of the trip for 60 days prior to the purchase of the travel insurance policy.

Medical records were requested from the treating physicians to rule out a possible pre-existing medical condition. Medical records were received and indicated Mrs. [redacted] had symptoms of her condition and sought a medical opinion and/or diagnosis for these symptoms on 10/23/13. In pertinent part, the policy states:

Review: On December 25th 2013 I purchased a roundtrip bus ticket, via the internet, from Kansas City to Indianapolis with travel dates scheduled between January 7th and the January 9th 2014. Every time I purchase a Greyhound bus ticket online, I'm always presented with the option to insure my purchase with a Travel Guard Policy. I did purchase a Travel Guard policy associated with the bus ticket. An ice storm gave cause for a GREYHOUND SERVICE ALERT and NO SERVICE was provided. My Greyhound Customer ID is [redacted]. My Greyhound Ticket confirmation number is [redacted]. I have filed a claim with Travel Guard to reimburse the full price I paid for my bus ticket. My Travel Guard Claim Number is [redacted]. Greyhound seems to be taking the position that I cancelled the trip and is refusing to use the language "SERVICE ALERT" that Greyhound used when they gave notice of cancelled bus service. Travel Guard seems to be taking the position that they cannot honor my claim for reimbursement unless Greyhound uses specific language when describing the SERVICE ALERT - no bus service provided - due to ice storm.Desired Settlement: I want Travel Guard to PROMPTLY reimburse the FULL FARE I paid for the Greyhound Bus Ticket $192.50. I have submitted ALL the required documents to process the claim, including the actual bus ticket. That is what is described exactly in the literature presented to consumers when purchasing tickets. Travel Guard should honor the claim without delay. A check in the amount of $192.50 may be mailed directly to my address of record. [redacted]

Business

Response:

To whom it may concern:

Please note that a response was received from Greyhound on 3/13/14. This information included the penalty and refund information needed to proceed with reimbursement. Unfortunately, Greyhound’s delay in response caused a delay in processing of Mr. [redacted]’ claim.

After receipt of the missing information on 3/13/14, Mr. [redacted]’ claim was initiated for reimbursement. Payment cleared audit and was issued on 3/18/14 under check #[redacted] for the amount of $192.50 after verification that no refunds were processed by Greyhound.

Should Mr. [redacted] have any questions regarding claim payment, we welcome him to contact his adjuster, [redacted], at ###-###-#### Ext. [redacted].

Sincerely,

Review: My daughter was on a chorus trip as part of a group to New York City. My daughter has Celiac's Disease and several other food allergies. My daughter has been on at least 4 other trips with her chorus (during which time she has had the same condition), and never had a problem. I contacted all of the places that her group was to visit, and received some assurances that they would be able to meet her dietary needs (plus due to the fact that she had been on several other trips, and had no problems), I felt it would be ok for her to go on the trip. When she went on the trip I sent some food with her (to meet her dietary needs). She however, did not have acce** to a microwave oven to cook meals, so we were limited, and some of her food had spoiled during transit. After a couple of days into her trip, the places that the organization went to were very unaccommodating to her dietary needs, and could not guarantee that they could be met. Therefore she went several days eating little to nothing, and had difficulty being able to participate in all of the trip, it was decided that she needed to eat for her health, and that she should come home. We submitted all of the requested paper work for AIG Travelguard, and were told that our claim would not be covered, because her issue was not a covered problem. I don't know how not being able to eat would not be covered.Desired Settlement: We would like to be reimbursed to the extent possible on our claim of $500. Our expenses to have her sent back home and for the portion of the trip that she missed far exceed this claim. At a minimum, we feel that we should be reimbursed the cost of the policy for the 3 years that we obtained the insurance (approximately $150), because had we known that they wouldn't cover a claim for these reasons, we never would have obtained the insurance in the first place. Our school group has stated that they have never had any problems with this company in the past, and it is a shame that we have to be the exception.

Business

Response:

To whom it may concern:We have completed our review ofMs. [redacted]’s Trip Interruption claim for response to the concerns Ms.[redacted] raised in her complaint. Pleasenote the medical documentation provided was not signed by the treating medicalprofessional and also was not on the medical provider’s letterhead. While we acknowledge andunderstand Ms. [redacted]’s position, the documentation that has been submitted doesnot support payment of the claim. However in an attempt to resolve and re-evaluate the reason the trip wasinterrupted, we welcome Ms. [redacted] to submit the following to review:· A signed statement on the medical provider’sletterhead from the nurse who saw Ms. [redacted] during travel· A physician’s statement from Ms. [redacted]’s physicianthat can attest to the medical condition and the necessity to leave the trip atthe time of the lossOnce this documentation is received,we will review Ms. [redacted]’s lo** being claimed. Should Ms. [redacted] have any questions, we welcome her to contact ourclaims department at [redacted].Thank you for the opportunity to review and respond to Ms. [redacted]’s concerns. Sincerely, [redacted] /**

Consumer

Response:

Better Busine** Bureau:

I have reviewed the response made by the busine** 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.

On Wed, Sep 2, 2015 at 10:32 AM, [redacted] <[redacted]> wrote:I sent the company additional information, and they said they will not respond for up to 4 weeks. This item is still not resolved.

Review: We have purchased on 01/12/2014 plane tickets to Europe along with the travel insurance policy offered by Travel Guard. Because of father in law unexpected death we had to change the date of returned while we were in Europe. Travel Guard agency provided us at that time with the information regarding the necessary papers needed to be reimbursed for the change of returning date. After submitting these papers, an email was send to us requesting us to provide a copy of the cause of death!!!! A legal copy of my father in law death certificate was provided for their review, as initially requested. There is no reason for Travel Guard to make an additional request regarding my father in law cause of death ( as cause of and prompting the travel interruption), since the expired person has not ever been subject to their insurance coverage policy. The insurance contract and coverage is strictly limited to [redacted] and [redacted], as sole owners of this travel insurance policy, obtained at the time of the airplane tickets purchase transaction on Jan 12th, 2014.

1. Please provide the Travel Guard insurance Policy, demonstrating need to provide the requested additional information.

2. Also, Travel Guard request for PHI (personal health information) falls under the incidence of HIPAA (Health Insurance Portability and Accountability Act). Please share your HIPAA policy in regard to how Travel Guard ensures the requested PHI is protected under the law.Desired Settlement: $660.00

Business

Response:

To whom it may concern,

Review: I was scheduled to depart for a 5 day cruise on Feb. 20, 2016; however, due to my travel partner and I's work schedule change that occurred in January, our request for time off was denied. This is why you buy travel insurance. Not just that, but I had undergone sinus surgery the past October and almost died. Due to my nasal surgery, I would not be healed enough to attend the concerts on the cruise (it was Axes and Anchors, I purchased the VIP tickets and it cost $7,538.00 for us to have VIP access to all concerts on the ship, the main purpose of the trip).

Since the schedule change and lay-offs within our workplaces, we would loose our jobs if we went on the cruise instead of canceling. We submitted the notarized letters from our employers to TravelGuard on 2/23/16 and 3/14/16. We notified them that our cruise was cancelled and opened the claim on 2/1/16. I was informed on 2/1/16 that after receiving the documents, it would take a week to make a decision and another week to receive the check (I was urged to gather all information quickly). When I sent the information on 2/23/16 (it took the employers a little while to get the letters written/notarized), I waited 14+ days before calling. When I called, the claims representative told me that it took 30 days after receiving the initial documentation to make a decision, and that all information was received by fax on 2/23/16. They also informed me that they received and scanned the physical (original) documents I mailed through certified mail on 3/14/16. They told me all of the information needed for the claim was there, and my analyst had it. They told me I should be contacted by, or on, 3/23/16 with a decision. I was not. I emailed the company on 3/24/2016, and they just sent my information to the analyst today (3/29/16), stating she would contact me as soon as possible. She has not.

In their policy, it stated full reimbursement for cruises cancelled due to my situation, and the documentation needed to complete the claim is a notarized letter from the employer, they have that.Desired Settlement: I would like to have my claim settled and be awarded the requested $7,538.00 I paid for the cruise.

Business

Response:

To Whom it May Concern: We have completed our review of Mr. [redacted]’s Trip Cancellation claim for response to the concerns Mr. [redacted]’s raised in his complaint. According to our records, reimbursement has been requested for Mr. [redacted]’s Trip Cancellation claim. Should Mr. [redacted] have any questions, we welcome him to contact our claims department at [redacted]. Thank you for the opportunity to review and respond to Mr. [redacted]’s concerns. Sincerely, [redacted] Claims Director /by

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.

Regards,

Review: I purchased insurance through AIG and needed to cancel due to one of the passenger's work schedules. I talked to an agent and opened a claim in which I was asked to provide a notarized statement from the employer and a written explanation. I was told by the agent that this would result in the reimbursement of $1000. I feel I was misled by this company since I was told to go ahead filing the claim even though I clearly would not be reimbursed.Desired Settlement: The way this company does business feels like a scam. They insinuate that claims are covered when it is clear they are not. I would have never bothered filing the claim since I would be out of $1000. I feel it is their responsibilty to give me the amount claimed of $1000.

Business

Response:

To whom it may concern:

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

concerning his Trip Cancellation claim.

According to the information provided, the trip was cancelled due

to work reasons. The policy does not extend coverage for losses that are due to

work related reasons. Thus, benefits

would not be eligible for reimbursement.

Please refer

to the policy wording, which states in pertinent part:

General Exclusions

This

plan does not cover any loss caused by or resulting from:

(d)

any business or contractual obligations of the Insured, a Family Member, or

Traveling Companion, for any reason;

TRIP CANCELLATION AND INTERRUPTION

The

Insurer will pay 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 the following events:

(a)

Sickness, Injury or death of an Insured or Family Member; 1) Injury or Sickness of an Insured 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)If Insured must cancel or interrupt his/her Trip

due to Injury or Sickness of a Family Member not traveling with the Insured it

must be because they require the Insured’s care.

(b)

Inclement Weather causing delay or cancellation of travel;

(c)

the Insured 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 3 years. Termination must occur following the effective date of

coverage. This provision is not applicable to temporary employment, independent

contractors or self-employed persons;

(d)

the Insured’s Primary Residence or Destination being made Uninhabitable by

Natural Disaster, vandalism, or burglary;

(e)

the Insured being subpoenaed, required to serve on a jury, hijacked, or

quarantined;

(f) the Insured is directly involved in or

delayed due to an automobile accident, substantiated by a police report, while

en route to the Insured’s Destination.

Based on the documentation

included in Mr. [redacted]’s claim file, we have determined that no benefits are available under the terms of the policy as

work obligations are not a covered loss.

Please also note that

upon receipt of Mr. [redacted]’s complaint; we have reviewed the claim set up call

and determined that at no time during the conversation did the AIG

Representative advise Mr. [redacted] that his loss would covered per 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 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] (Claims Manager)

/ss

Consumer

Response:

The insurance misled me to believe I was covered by providing me with false written and verbel wrong information,which led me to cancel my trip.Once again I was verbel and provided a written statement saying that to be covered I must cancel my trip,provide a noterized statement from the employer.I fullfilled all my obligations required of me by the insurance.Now after cancelling my trip they say I'm not covered.I feel the insurance should be held liable for leading me with false written and verble information.

Business

Response:

To whom it may concern:

This is in response to Mr.

[redacted]’s additional concerns regarding his Trip Cancellation claim.

We apologize if Mr.

[redacted] feels that he was misled during his claim experience; however, AIG Travel

Guard call center representatives are unable to pre-approve or pre-deny a claim

over the phone. They can only advise information based on the terms and

conditions of the policy purchased by the insured and the information given at

the time of the phone call. A final determination can only be made once all the

necessary claim documentation is received and reviewed by a licensed claims

adjuster.

We encourage

Mr. [redacted] to submit the written information he referred to in the complaint

for further review; however, based on the claim information previously submitted,

we find that the claim has been properly adjudicated under the terms and conditions

of the policy purchased and maintain the denial at this time.

Thank you

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

Sincerely,

[redacted] (Claims Manager)

/ss

Review: I [redacted]) purchased travel insurance silver plan coverage from AIG travel for my trip from New York USA to [redacted] . Policy # [redacted]

Departure date 01/14/2015

Return date 05/26/2015

Due to sudden hypertension I rescheduled flight from 05/26/2015 to 09/21/2015. Paid $149 for rescheduling flight. AIG travel company reimbursed me $149. At the morning of the date of traveling back to New York on 09/21/2015 I felt sudden severe pain and weakness in my right knee. I could not walk without assistance to get to airport. I was in pain and could not reschedule flight, so I missed it. I have been evaluated in local hospital with MRI imaging and diagnosed with osteoporosis with aseptic necrosis of femoral bone. Surgery as a treatment/resolution is required.

I spend $399 on new flight ticket. Receipt, trip itinerary and medical documentations are provided to AIG travel.

Today I got letter from AIG travel agency saying that missing flight is out of policy coverage. Since it was a trip interruption due to medical condition, it should be 100% covered. I expected that insurance company with cover all expenses during my trip as promised. I want reimbursement of $399 for flight ticket and for all medications that I bought in [redacted]. Thank you

If you have any questions, please contact me at ###-###-#### or [redacted]Desired Settlement: I want reimbursement of $399 for flight ticket and for all medications that I bought in [redacted] which is $297.

Business

Response:

To whom

it may concern:

This response is regarding the concerns raised

by Ms. [redacted] relating to her Trip Interruption

claim.

According

to our records it is indicated that Ms. [redacted]’s insured trip dates were

1/14/15-5/26/15 and her trip was interrupted due to a medical condition on 5/26/15.

As a result, Ms. [redacted] exchanged her original return airline ticket for a

new date of travel incurring a change fee in the amount of $145.00. Travel

Guard has reimbursed Ms. [redacted] for the $145.00 change fee incurred to

return home due to the covered condition that occurred during her insured

policy coverage dates. It should also be noted that Ms. [redacted] policy’s

terminated as of 5/26/15.

The

additional travel expenses Ms. [redacted] incurred in the amount of $406.89 were

incurred after her policy termination date and unfortunately, are not a covered

loss under the Trip Interruption benefit.

Ms. [redacted] has been reimbursed for the $145.00 change fee imposed on

the original airfare that was insured under the Travel Guard policy

purchased. Based on 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 outcome of this claim as it falls outside the scope of the coverage

purchased.

Should Ms. [redacted] have any

questions regarding her claim, we welcome her to contact her claims analyst,

[redacted] at ###-###-####.

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

‘s concerns.

Sincerely,

Consumer

Response:

NEVER USE THEM AGAIN..had full insurnce and they will not pay. Unless I get a letter from the airline documenting why the plane was so late that I missed connections..what airline would ever do so…
Please please please do not use travelguard. I have sued and my travel partners are suing also.. You will never collect !!!

Review: On march 13th I had booked a flight with spirit air lines to fly to Miami for spring break. On March 16th I received a call from my niece [redacted], she told me my nephew [redacted] was [redacted] is not my blood but he is defiantly family. When I purchased my tickets I insured them with Travel Guard Insurance company. When I contacted them and told them I was not able to go on this trip because I needed to help the family with funeral expenses.

They provide me with a clam number. I requested for the refund be expedited due to the situation. They gave me the run around for a week in a half about getting my money back.

I find out today my claim was denied. I have no tickets due to the ticket being non refundable, no money, I feel like I have been robbed. also I am dealing with grief from the loss of my loved one. This is un fair something needs to be done about this. this situation is putting me in a depression mode. All I want is my money back. I have three children and pay my taxes like everyone else, I don't have free money to give away or have a company take my money, after they where suppose to protect me. I canceled my trip four days prior to departure. There advertising is completely miss resented when purchasing flight tickets.Desired Settlement: I just want my money back, If I could have gone on this trip I would have, but I am stuck with the loss of a love one.

Business

Response:

To whom it concern:

Review: We had to cancel our trip due to other parties’ surgery. It clearly states on the ins form that we will get everything back, but when we received our refund check for the cancelled trip, they deducted $375.00 pp for cancellation fees. On the first page of their description of coverage, it clearly states cancellation fees are part of the refund. We have sent letters, E-Mails & phone calls only to be given the run around. They start off sounding sincere, suggesting to call different numbers, asking for different people . When in the long run you end up right where you started, speaking to the person you originally called. We also had a friend, who is an attorney call & send letters to be given the same run around.Desired Settlement: We will only accept a full refund of $750.00

Business

Response:

To Whom It May Concern:

Please be advised according to claim records, Mr. [redacted] is currently represented by an attorney. Our stance has been communicated to the attorney. We do not have permission to discuss and disclose any claim details from Mr. [redacted]’s attorney.

Sincerely,

Review: I purchased travel insurance in August 2013 for a trip to take place in January 2014 and return in February 2013 from Australia. While I was in Australia, I went to the emergency room due to feeling sick. They ended up amputating half of my foot and I incurred bill of almost $50k for the surgeries and hospitals. My trip had to be delayed until I was medically allowed to travel back to the US to continue treatment.

Since that time I have been communicating with travel guard back and forth, have provided stacks and stacks of documents for them to just come back and request more papers and statements. Now they are insisting on a statement from my doctor dated in August 2013 to say that I was medically able to travel. I had no condition at that time and I had no visit to the doctor. Even though the medical clinic from here provided my medical records to them twice, once in March and once in May, they continue to find reasons to delay the payout of my claim. In the meantime I borrowed this money and so did my kids and I am not able to pay them back or pay my rent now. I have accrued interest and more debt.Desired Settlement: I have been asking them to refund the money paid for the medical treatment and bills in Australia, as submitted to them and pay the outstanding bills.

Business

Response:

To whom it may concern:

Review: On February 7th I filed a claim to Travel Guard for my used Ski Pass. I had knee surrey in September and was unable to use the pass this season. On 3/13 I sent in 6 pages of forms I had to fill out to the Travel Guard. It took me awhile since I had to wait for an upcoming dr appt to have the forms filled out. On Friday March 28th I received an email saying my claim was denied because I had not purchased insurance for that year. I did. The email is a mistake. I have confirmed with the mountain that I do in fact have the insurance for this 2013/2014 year. I have spent the last 3 days trying to get someone to talk to me and each time i'm told no one is available and given a voicemail acct. I'm told someone will contact me back in 24 hours. no one ever does. If they don't call me back I can't get this straightened out. It has turned into a complete nightmare.Desired Settlement: To get there mistake cleared up, so I can get some money back from my ski pass.

Business

Response:

To whom it may concern:

This response is regarding Ms. [redacted]' concerns regarding her insurance policy and Trip Cancellation claim.

Initially, our claims department was advised by Wildcat Mountain that insurance premium had not been paid by Ms. [redacted]. After further communication with Ms. [redacted], we were made aware of additional information from where the policy was purchased. This led our team to be able to locate the insurance policy in question. After receipt, the adjuster was able to begin processing the claim for reimbursement.

We thank Ms. [redacted] for bringing this matter to our attention and apologize for any inconvenience that may have been caused. Ms. [redacted]' adjuster, [redacted], is currently working on processing the reimbursement for her claim. Should Ms. [redacted] have any questions, we welcome her to contact her adjuster at ###-###-####, Ext. #####.

Sincerely,

Review: When given options to purchase they state that the insurance is good for illnesses or unforeseen circumstances that cause you to cancel or return early. However when one calls to make a claim there are then a bunch of questions that disqualify you. The first issue that was had was I needed to cancel the trip I had influenza a and they said that because it was not debilitating or life threatening they would not honor it. The hotel then changed our dates for us. When we got on the trip we had to leave due to a snow storm that would have kept us there for longer than we were scheduled to be there. We had to leave but was told that since the state department had not already closed the roads or told us to evaquate the mountain they would not honor the trip insurance.Desired Settlement: I believe they should have to honor what their trip insurance states and that is that in events where things come up they will refund.

Business

Response:

To whom it may concern:

We are unable to locate Ms. [redacted]'s policy or claim with the information provided. We request Ms. [redacted] provide either her policy #, product #, or claim# so we may address her concerns appropriately.

Sincerely,

Business

Response:

To Whom It May Concern:

Review: The insurance company refuses to pay the full claim amount and arbitrarily devalued the purchase price of the item insured, a ski pass. The actual price of the ski pass was $319.00, the agent claims $239.00 which is incorrect. The agent insists on paying $48.16 for 43 unused days of the pass while the correct amount is $193.77 for 130 unused days of the pass. The ski year is divided into 213 days starting in November and the claim was filed February 19, 2015. All the agents request for documents were submitted along with doctor statements. There were problems with the submittals because my attending physician left my medical plan but the submitted documents provide a reasonable trail and the injury did occur prior to claim date of February 19, 2015. Further the ski pass was never used.Desired Settlement: A payment in the amount of $193.17 for the 130 unused days of the ski pass and which includes the true cost of the pass.

Business

Response:

To whom it may concern:

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

regarding his recent Trip Interruption claim.

According to the information submitted on the claim; Mr.

[redacted] was advised by his physician on 3/19/15 that he would no longer be

able to ski due to an injury. As such, Mr. [redacted]’s ski pass was deactivated

and the travel claim reimbursed Mr. [redacted] for the remaining days of the ski

pass. Payment was issued as follows based on the information provided to us by

Squaw Valley Reservations:

Payment for unused

days of ski pass under the Interruption benefit, $48.16. Total cost of the ski

pass was $239.00 divided by 213 day ski season=$1.12 x's 43 unused days from

the date the doctor advised cancellation=$48.16

We encourage Mr. [redacted] to submit proof of payment showing

the pass cost of $319.00 and we will be happy to further research his reservation

with Squaw Valley.

Mr. [redacted] may forward the information directly to his

Claims Adjuster, [redacted] and we also encourage him to contact her directly

at ###-###-#### with any further questions or concerns.

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

concerns.

Sincerely,

[redacted] (claims Manager)

/ss

Consumer

Response:

Review: I had a policy for a trip starting 8/30/2015 ending 9/4/2015. I purchased a policy to cover us in the case that my husband's ship (he is an Active Duty Member) changed their schedule. Exactly what I feared would happen, happened. My husband's ship changed the schedule and I was forced to change the tickets for the trip to August 24th, 2015. I filed a claim for the changes made to the trip. I was told that I was not covered under trip cancellation because the trip was not cancelled; I was told that I didn't qualify for trip interruption because my trip was not interrupted. I did not receive the a full refund because the additional airfare is not covered under the policy.

I was told that my trip was settled under "trip cancellation" because I technically cancelled that trip and purchased a new one. The additional airfare of $397.00 was not covered because my trip was cancelled.

My claim is that the policy is ambiguous because it does not cover "changes". Before I purchased the policy, I called to verify the information on the internet because it was ambiguous. The Sales person did not explain that "changes are not covered". I was told that I was covered in the case that I moved my trip; however I was not told that the additional airfare was not covered. The company needs to be clear regarding things like "changes". It is not fair to let the customer "figure out" things that are not properly defined in the contract. Those things make sense to people in the insurance business, but not to a consumer that does not know how that works. I feel taken advantage of because I didn't know what questions to ask. The company needs to change the description of services to be understood by people that do not work in the insurance field.

Business

Response:

To whom

it may concern:

This

response is regarding the concerns of Mrs. [redacted]’s relating to her Trip

Cancellation claim.

In

the claim documentation submitted, it is indicated that Mrs. [redacted] cancelled her

trip due to her husband’s military leave dates being changed. As a result, Mrs. [redacted] exchanged the original

travel arrangements incurring an increase in airfare in the amount of $397.00

for new travel dates. Unfortunately, this is not recognized as a covered loss

under the Trip Cancellation benefit.

In

pertinent part, Mrs. [redacted]’s policy states:

TRIP CANCELLATION & 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:

(h) the Insured or

Traveling Companion is called to active military service or military leave is

revoked or reassigned; …

Trip Cancellation Benefits: The

Company will reimburse the Insured for Forfeited, prepaid Trip Cost up to the Maximum

Limit shown in the Schedule or Declarations Page for Trips that are canceled

prior to the scheduled Departure due to any of the Unforeseen events shown

above.

It has been verified that

the value of the original airfare was not forfeited and the additional airfare increase

is not covered since it was not part of the original insured trip costs. Mrs. [redacted] has been reimbursed for the

$963.90 cancel fees imposed on the original airfare that was insured under the

policy purchased. Based on 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.

Thank you

for the opportunity to review and respond to Mrs. [redacted]’s concerns. If Mrs. [redacted] has any further questions

relating to the claim, we welcome her to contact her Claims adjuster, [redacted] at ###-###-####.

Sincerely,

/ **

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.

I did not make a claim for different dates. My claim was for the same dates (8/24 to 9/3). I am claiming charges that American Airlines charged me to change the tickets that day, for that trip. I did not make a claim for the different dates. My claim pertained to the original dates. I incurred that cost for that trip, which was covered. I did not incur $397 for the additional trip. The additional trip went on without any problems. Furthermore, exclusion for trip cancellation of the policy states: "Unless otherwise provided by this plan Benefits will not be provided for any loss resulting (in whole or in part) from: changes in plans by the Insured, a Family Member or Traveling Companion for any reason, unless Cancel for Any Reason was purchased" (Page 23 of TravelGuard's Pamphlet. I incurred a loss of funds because I changed my plans due to a covered reason for trip cancellation/interruption (reason "H"). I purchased Cancel for Any Reason. Since you have stated that I cancelled my trip, I should be covered for my loss, because I purchased Cancel for Any Reason as stated above and on page 23 of the pamphlet I received. Regards,

Business

Response:

To whom it may concern:Reimbursement in the amount of $397.60 has been requested for the additional airfare incurred for Ms. [redacted]'s travel change. She should receive check reimbursement with in the next 5-7 business days.Thank you.[redacted]/**

Review: On July 15, 2016, I purchased a cruise package for a [redacted] from [redacted] Phone: ###-###-####. In the letter provided, information about Travel Guard Information is provided and a quote number [redacted] so that I may contact them to get insurance policy information. I contacted Travel Guard and when I called, I was given a policy number [redacted] and was informed of all my benefits. I asked if I have a policy number, and was told yes this is my policy number and was informed of what will be fully covered it I have to cancel. This began the spiral of confusion. I later found out my mother was given a diagnosis of stomach cancer and was ill. I contacted Tour Aid and went over what the cancellation policy is and what is required in order to cancel the cruise. I was unable to reach the agent that originally booked our trip ([redacted] I again spoke with Travel Guard and went over my policy and discussed, [redacted],( Cruise and Vacation Group, ###-###-####Inline, [redacted])On July 15, 2016, I purchased a cruise package for a [redacted] from [redacted] Phone: ###-###-####. In the letter provided, information about Travel Guard Information is provided and a quote number [redacted] so that I may contact them to get insurance policy information. I contacted Travel Guard and when I called, I was given a policy number [redacted] and was informed of all my benefits. I asked if I have a policy number, and was told yes this is my policy number and was informed of what will be fully covered it I have to cancel. This began the spiral of confusion. I was never asked about payment or told that this is not a valid policy number or a quote policy at this or any other time that I called.

I later found out my mother was given a diagnosis of stomach cancer and was ill. I contacted Tour Aid and went over what the cancellation policy is and what is required in order to cancel the cruise. I was unable to reach the agent that originally booked our trip ([redacted] I again spoke with Travel Guard and went over my policy and discussed, [redacted],( Cruise and Vacation Group, ###-###-####Inline, [redacted]). I spoke with someone named [redacted] and first asked if my cruise could be rescheduled for a later date. I was informed that that was not an option and she provided information and told me the process required. I was told that first I must cancel and then I could file a claim with Travel Guard. I was never at this time told that I do not have a policy, I did not pay for a policy, and that I am not covered. I was sent the form on August 3. I also spoke with a Travel Guard agent, explained my situation and was provided again detailed information on what I needed to do and was reassured that I would be covered under my policy. I was told I need a medical form, the invoice from Travel Aid, an

I immediately took my family and went to assist my mother through this difficult time. I made sure to fill out all the required paperwork and had it completed by all doctors that were involved in diagnosing my mom’s situation. Once I had everything completed, I sent in my paperwork. I was relieved that everything would be in and that I would not be in a loss of almost 2,000. Most of all, I was glad that my family was able to be there for my mother.

I moved my mom to my home and we began the difficulty process of chemo. I contacted Travel Guard to ensure that they received my information. Once I got the confirmation I waited as they stated that it will take up to 4 weeks. Then I get the email asking for VERIFICATION OF INSURANCE PURCHASE and

???A copy of the check or credit card statement showing insurance payment. The policy number attached to your claim, [redacted] is in "Quote" status. The Tour Operator has confirmed that they didn't process a payment for insurance premium.

I am baffled and confused at this point!!! I speak with both [redacted], who initially scheduled the trip and also Travel Guard. I actually only saw the policy when I had to send it in to claims but it did not show any specific payment to the insurance.

1. The invoice was drawn up by Tour Aid. If I was supposed to contact Travel Guard for insurance, why would their paperwork show the payment.

2. If payment was not made, why was I given a quote but yet never told by ANYONE that this is in quote status and told or questioned about my payment status!! When I was given a policy number and someone is going over my coverage and I have shared my situation and was going through the process needed to file for a refund, should I not have been told at that time that I DON’T HAVE A REAL POLICY!!!!

3. Regardless if my invoice has a payment or not, somewhere, someone should have told me that I have not purchased the policy!! I had ample time to purchase between the time I bought the cruise and the time I had initially spoken to Travel Guard to do so if I had been informed!!!

I contacted both Travel Aid and Travel Guard. I spoke with [redacted] and I spoke with Laura [redacted] ( (Claims Analyst) ###-###-#### (EXT. 79278) ), who was handling the claim. They are saying that I had no policy and that my policy number was in quote status. After our first conversation, I requested the phone conversations be pulled up to hear my discussions and asked why nobody told me that I had a policy in quote status!!! I would have purchased it!!!! When someone gives you a policy number and assures you that it is your policy and that you are covered, what is the customer to think? Naturally, I am to think I have a policy! Why would I ask about an insurance premium? Travel Guard should be asking me since I was referred to them to inquire about insurance. I spoke with [redacted] from Travel Aid and she said they have issued a $400 refund for a portion of the trip. She will look into the matter and that I should continue speaking with Travel Guard.

I requested to speak with a Travel Guard Supervisor and Karen returned my call and informed me that I my policy was in quote status. When I addressed the issue that nobody told me…she let me know that they cannot tell if a policy is in quote status. Once we are given a policy number, that number is what they go by. I am again baffled!

There is some lack of communication here between both companies and nobody wants to take any responsibility or to assist me. I will also be calling Carnival itself since through these conversations and trying to figure out who does what, I was told that Carnival issues the refund.

So, to summarize the details, I had purchased a cruise and was given a policy number that was a quote the whole time but was never informed of it being in quote status, was assured of my coverage and was given a process to follow by both companies to file for a refund. I am not satisfied with these interactions and on top of the stress of dealing with a loved one undergoing treatment and being a caregiver, I have had to lose a great deal of time and energy dealing with this issue.

My husband and I worked really hard to save for it, and this was going to be our first cruise, we planned carefully, but life happens. I just want my money back or the opportunity to exchange this cruise for another at a different time. My kids was so disappointed but I assured them that their nana needs us and that opportunities will come again. I hope we get this opportunity. Please assist me in this matter.Desired Settlement: 1. Would like a full refund for our cruise 1,941.60 or would like to have opportunity to reschedule the cruise without payment.

Business

Response:

To whom it may concern:

This is in response to the

concerns raised by Ms. [redacted] regarding her policy quote and Trip Cancellation

claim.

According to our records, on 7/14/15 [redacted] Travel created

a quote for insurance for [redacted] and family for travel 8/6/15

through 8/10/15. The quote number provided was [redacted] and our system shows an

email address of [redacted] in

which the quote was sent to.

The first telephone call that Travel Guard received was on

7/31/15 at 2:59pm CST. We asked if the customer was calling in regards to an

existing policy and the customer advised yes. The customer was unable to

provide the policy number so we searched the information in our system by name

(provided the name of [redacted]) and located information in the

system. We then provided a number as a reference-[redacted]. The customer’s

question was about promo codes for booking shore excursions. We referred her

back to the booking company or cruise line. There was no discussion or question

in regards to insurance.

The next call received was 8/1 6:23pm CST. The caller

([redacted]) advised she was calling in regards to an existing policy. The

caller asks about cancelation due to illness or injury and we discuss the

general benefits of the policy. The caller asks if she wanted to file a claim

if she could. Because it was a weekend, we advised the hours of the

claims department as 7a-7p Monday through Friday.

On 8/3 a call was received to initiate a claim due to

illness of the caller’s mother. In this call we were notified that they found

out on Friday night (7/31) about the illness and the need to cancel the trip.

Through the process of reviewing the claim we asked for the

customer to provide us proof of the payment for the insurance as this had not

been received by our office. The customer advised that she has no proof of

payment and that no payment was provided. She also stated that she feels she

was not told that the insurance information she received with her booking was

only a quote.

Additional information gathered during the process of this

claim included medical information regarding the ill party to prove the loss.

The medical certificate shows dates of treatment of 7/20, 8/1, and 8/6 with the

physician advising cancellation on 8/1. The call to our office to inquire about

benefits was 8/1 at 6:23pm CST. Based upon the information provided at the time

the claim was initiated and the attending physician’s statement the loss had

already occurred at the time that we were contacted regarding benefits. Had the

customer provided payment for the policy at the time that we had initial

contact the loss would not be payable under the terms and conditions of the

quoted product due to the loss being foreseen and a pre-existing medical

condition.

Thank you for the opportunity to review and respond to Ms.

[redacted]’s concerns.

Sincerely,

Consumer

Response:

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Description: Insurance - Travel, Insurance Services, Insurance Agencies and Brokerages (NAICS: 524210)

Address: 3300 Business Park Dr, Stevens Point, Wisconsin, United States, 54482

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