Travel Guard Group, Inc.

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.

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.

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: 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: 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: 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:

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: 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.

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: 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: 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: 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: 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: 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: 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:

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

I think your website, that provides quotes quickly and easily is great! It was easy to put in some basic information and get a cost for the trip insurance. Thanks for making things easy and transparent to a consumer.

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: To whom it may concern:My name is [redacted] and I am writing to file a complain against the company Travel Guard for failing to reimburse my flight ticket purchase due to flight cancellation for sickness.On the day 05/26/13 I [redacted] made a purchased for a flight ticket from [redacted] in the amount of $352.47. Trip Dates: 06/18/1307/17/13. Flight # [redacted], Departure from [redacted], on Date: 06/18/13, 2:08am to New York, NY arrival time: 10:00am. Return back from New York, NY to [redacted] on 07/17/13, flight # [redacted], departure time 7:45 pm, arrival time 1:22am. Confirmation Code ABFW6K. [redacted] phone: ###-###-####On the date 06/05/2013 I purchased a flight insurance from Travel Guard, due to the fact that I am 80 years of age and have health issues. The cost of the insurance was for $21.00. My travel Guard Policy Confirmation number is: [redacted].I notified travel Guard, 4 days before the flight, via phone, about my fight cancellation due to sickness. The representative from Travel Guard offered to change my flight schedule or a reimbursement for my ticket purchase. I agree to have my flight re-schedule, however, the representative said I had to provide them with medical information from my doctor so that they could review it and that I would also fill out a form in which I was asked to pay a $150.00 penalty to the Company [redacted] for the cancellation of my flight. However, I called back again and asked that a full refund could be done. The made me fill out another form and said that they needed some medical information from my doctor in order to proceed with the process of reimbursement. I waited for their response but did not hear from them at all. So I decided to call them and they said they did not approved of the reimbursement because they said I had a pre-existent health issue. And so they said theyll send me a letter explaining why they did not approve of the reimbursement. I think it is unacceptable for a company not to be able to reimburse me for my travel ticket after I called to canel due to sickness. I am a lady of a the third age and cannot control the circumstances. I cant predict when I am going to be sick and this is exactly why I bought an insurance from Travel Guard in case that this would happened. I waited for their response and if it wasnt because I reached them again via phone I would have stayed there forever without an explanation from them and still the explanation in the attached documents is not Valid. I look forward to your help in this issue, and please help having a reimbursement of my ticket from Travel Guard. Attached documents and letter to support this claim.Thank you [redacted]Desired Settlement: I would like to have a refund for my ticket please. I was sick and cancelled my flight ahead of time and let them know but they did not refunded my money back although I purchased an insurance from them.

Business

Response:

To whom it may concern:

Review: On 13 Jan 2013 I purchased flight tickets for a trip that was going to take place in May 2013 and made sure to get travelers insurance because I was waiting to hear back about a job interview. I paid $1,281 for the plane tickets and an extra $65 for the insurance. I usually don't buy insurance on trips but since this one was so expensive I wanted to make sure I was covered. Turns out I was correct in getting the insurance (or so I thought) because I found out a few months later that my job interview for the Air Force (and I would be on orders) and it was going to be during the time of my trip. I quickly called [redacted] to cancel my tickets and they told me to go thru the insurance company for the refund. I called them up only to be told that I had bought the wrong insurance and the one I had purchased did not cover military orders. I was shocked! On the website it just asks if you want travelers insurance and doesn't give you any other options than that. I told the representative that and she only replied that I should have known to call up the company and ask for the military coverage. I'm sorry but I didn't know that and the website gave no indication that I would have to call them up to get a different coverage. I think it's really unfair of them to expect people to do that. The only reason I am writing this so late after the fact is because I was going to try to use the tickets before a year was up. Turns out you have to rebook the flight within a year of the time that you purchased the tickets and not when the trip took place. So I am now having to pay another $1000 for my trip this year. Also I did make 3 attempts to contact the company and tried to fix this but nothing was ever doneDesired Settlement: I think I should get a refund for the $1000 or for half of my original cost, so $673. I think it was unfair that they didn't honor my military orders when they didn't give me any option at the time of check out to do so.

Business

Response:

To whom it may concern:

We thank Ms. [redacted] for contacting our company. To properly address Ms. [redacted] concerns, we are requesting a claim and policy number for Ms. [redacted]. A claim number will be a 7-digit number starting with 1. A policy number will be a 9-digit number starting with 9 or a 7-digit number starting with 2 or 3.

Once we have received the claim and policy number, we can respond to Ms. [redacted]' concerns.

Sincerely,