Travel Guard

I put in a claim with the travel insurance and submitted it. It took a couple of weeks for them to call and I received a call from the claims agent who told me that I did not have insurance for a named peril so they would not be reimbursing me. I told her I was very dissatisfied with that decision and wanted a supervisor to contact me. About a week later a supervisor did contact me and when she realized how dissatisfied I was she simply re-spouted the reasons that I had already been told were satisfactory for a claim to be paid and mine wasn't a valid one. So here is a lesson that all of you should learn, if you want to purchase travel insurance to give you peace of mind, think twice. The insurance is only good if you don't have to use it. What better reason could there be than for your destination to have been devastated and your resort closed indefinitely to put a claim in. Nope they don't cover it!!! So don't buy it!!!

I believe this is designed to discourage claims because nobody is that incompetent. Finally I was given a claim number. Filing the claim online was equally tedious and now 2 hours of my day is shot, and from reading the other reviews I don't even expect to be paid. Once that does not occur, then I'll begin to involve others, but for now I needed to post this warning to consumers.

Travel insurance should be just that... A backup to the unknown. But AIG (who administers TravelGuard) stacks the deck so that they don't have to pay. It seems like they are just as rotten as they were during the meltdown! What is even more interesting is that while they are denying my (I believe) totally well-founded claim, they are not even offering a refund for their totally bogus (my opinion) policy. The 'event', unable to travel, already occurred so essentially there is no way I could ever (legitimately, in their eyes) file a claim. If that is the case, then there is no policy and, at the very least, the policy should be refunded. But that isn't an option AIG has even given information about. I like Virgin America but I am very upset that they would partner with someone that sells a product that essentially has little or no value. Virgin needs to rethink its partnering strategy.

I uploaded the doctor's form on June 12th. On June 13th, I was informed that my claim has been closed and it was referred to their audit department for final approval due to the high dollar amount. On June 14th, I was advised that claim was approved and would be paid in full. On June 17th, the check was received at my residence. Travel Guard's online portal system worked well for me and overall, Travel Guard did what they said they would do according to the terms of the policy. All our non-refundable payments were reimbursed to the penny. Our claims adjuster was pleasant, professional and competent. No complaints from me.

I write this review as my experience was (thankfully) 180 degrees from what Consumer Affairs reviews led me to expect. I only saw these Consumer Affairs reviews well after I purchased my policy. I was quite anxious, expecting the worst when it became apparent I would have to cancel our trip. Based on our experience, I would recommend them and we plan on using them again to insure future trips.

We spent 45 minutes on the phone with an AIG TRAVEL GUARD rep who stated that if we did not feel safe going then we should put in a claim for coverage but there was no guarantee. We took the safe choice and decided to not go and put in a claim. We did not see the logic in knowingly going to a place where we knew there would be a category 5 hurricane. Sure enough, on Wednesday the week we were to be there, the island was hit, people were evacuated and flights were cancelled and backed up for days. We counted our blessings we did not go. AIG has refused to refund us anything because we did not go and get evacuated.

They said our flight was Saturday so we could have made it to the island. They said, if we went and then got evacuated they would cover. So they said we had to go knowing the storm was headed to the island and wait for something to actually happen. We disputed the denial and the second denial came and this time they said they were not paying because by not going on our trip, our insurance was cancelled the day we were supposed to leave. That is news to us! It was AIG who told us not to go if we felt unsafe and to put in a claim - and now AIG is saying our insurance was cancelled? Our policy says our insurance is good for 30 days from the end of the trip to make claims. Nobody told us our insurance was cancelled - not when I called for information and not when I made the first claim. Don't use AIG. They write policies with all these loopholes to get out of paying their customers.

So I called spirit airlines and they said "since you have travel insurance, the trip cost will be covered so proceed with cancellation and start a claim with AIG." Then I called AIG and explained my situation and they send me a set of document to fill in and also a form for physician to fill in. I collected all the documentation along with the letter form the doctor as prescribed by AIG.

Almost after 1 month one person from AIG called and informed my claim is denied due to the situation as they do not recognize nausea and vomiting due to pregnancy as pregnancy complication. Even though they mentioned they are covering 'Pregnancy complication', but excludes the nausea and vomiting. Be very careful with this company, they will say "Yes" when you purchase and say tons of excuse when we actually put the claim. I will never do this mistake (Purchasing travel insurance) again. If you want to cancel the trip, cancel through airline and get whatever credit they give. This is complete rip-Off.

When I called Travel Guard I explained that I wanted to book a campsite at the festival before it sold out, but I was unsure if I would be able to attend since my boyfriend is Active National Guard and did not yet receive his Drill Schedule for the month we intended to travel. The woman I spoke to (Cal) responded to me by stating that as long as my boyfriend was able to prove he was called to duty (no specified information as to what does or does not qualify as "duty" was provided) within 7 days notice, the lodging fee for the campsite would be reimbursed under the $18 premium. She explained that I needed to book the campsite first, and then call back to purchase & apply the insurance. I had her set up a quote in Travel Guard's system, ended the call, and called the other agency to book the campsite.

When I called Travel Guard back, I spoke with a different associate who checked the policy and advised that my boyfriend's situation would in fact, NOT be covered since he would not be DEPLOYED under his circumstance. The failure to provide me with the correct information regarding the terms & conditions of the policy during my initial conversation with the agency caused me to book a campsite under the false pretenses that I would be covered should my boyfriend be called to drill.

The agent I spoke to said they would pull the recorded phone call conversation I had with the first representative, and make a decision whether or not I was misinformed, but did not hesitate to ask if I would like to go ahead and first purchase the insurance for $18. The associate's response & utter disregard to my distress further supports the illegitimacy of this business - why would I purchase the insurance before they came to a conclusion of whether or not I was covered?? Furthermore, the associate suggested I dispute the purchase of the campsite with my credit card provider, which was horrible advice since the festival ticket/campsite booking agency was entirely transparent with communicating their terms & conditions of sale (No Refunds/Exchanges whatsoever).

Upon their "review" of the call, Travel Guard contacted me to tell me that they determined I was not given any false information. When I stated that I did not agree with this conclusion, the associate advised that the first representative I spoke to "does not know military terminology" therefore, "she would not be able to accurately make a determination as far as my coverage under the policy". This explanation is completely absurd - there is no excuse for why a customer should be told they are covered under a policy after explaining their situation in explicit detail and asking as many questions as I did, when in actuality, they are not covered according to the bogus fine print. The associate should have CHECKED the policy requirements after I told her SEVERAL times my boyfriend is in the National Guard and made reference to his Drill Schedule countless times as well.

As if it was not enough that I was given false information to begin with, the fact that this business was unable to recognize and rectify it, and, instead, determined I was NOT misinformed, is unconscionable - they should not be allowed to further scam people out of their money. I would never use or recommend this agency to anyone.

Desired outcome: Proper training of Travel Guard associates to accurately determine customers' coverage eligibility. Proper training of Travel Guard representatives to adequately & justly resolve problems that should arise due to the provision of apparent false information given by their agency. Outside review of recorded conversations (between Travel Guard and prospective customers) to prevent biased deliberation and outcome.

I would never EVER do business with this sketchy business again. They were a nightmare and it came when our family was already dealing with major life stresses. People should know how bad this AIG Insurance is. They do not care a thing about you.. just getting your money... then doing everything in their power to NOT pay up when they NEED TO. Buyer Beware!

The first rejection of my claim in writing was received on 2/12/15. The reason given was that I had a pre-existing condition based on some chiropractor visits prior to buying the insurance. I asked to speak with a supervisor. The supervisor gave a totally different reason for my rejection. Her explanation was that I saw an orthopedic surgeon in October after I filed my claim. I asked to speak with a manager. He agreed with me that it could not be the reason for my rejection. I asked what it would take to reconsider his decision. He said a statement from my chiropractor stating that my condition was stable and controlled prior to purchasing the insurance.

My chiropractor sent in that statement the next day and one month later 3/4/15 came the second rejection letter. This time the reason given was because the 8/22/14 treatment I received from my chiropractor there was no mention of the dates prior to my insurance being purchased. He states in the letter that my condition was controlled and stable up to 8/22. Since the policy states that it goes into effect at 12:01 am that day after purchase of the insurance, the treatment I received, although it was after the time it goes into effect, is still considered a pre-existing condition.

I filed with the NYS Dept. of Finance a complaint against this judgment. After three months, they determined that this was a legal matter. However, in the information they requested from AIG Travel Guard the reason given for my rejection went back to the initial letter listing a number of dates in the look-back period prior to purchasing the insurance, a direct contradiction of the March rejection letter.

I called the writer of that letter and asked to answer two questions: How can your medical examiner determine it was a pre-existing condition when both my doctor and chiropractor stated in writing that it wasn't? How can getting treatment for a condition after the policy goes into effect constitute a pre-existing condition?

He could not answer. I went on to a supervisor. She could not answer. I moved to the next level, a manager. She could not answer the questions and in fact it took almost a month to finally get a call from the head of the department. He did not answer the questions either. After dealing with seven people in the claims and consumer complaint divisions of AIG Travel Guard, I reached out to the top. I called the office of the CEO of AIG and was promised a callback on three different occasions. None came.

When I stated that I would go public concerning the treatment I have been given, I got a call from the President of AIG Travel Guard. He was pleasant, apologized for how I had been treated, but was unwilling to allow any further appeals. He did not answer the questions I posed. I was left with this situation. My chiropractor and doctor stated in writing that I did not have a pre-existing condition. AIG Travel Guard personnel from the first claims analyst to the President of the company played the shell game of changing reasons for my rejection and refusing to answer my questions at every level.

The two alternatives that still existed were to hire an attorney or go to small claims court. I contacted an attorney who said it would cost at least $3000 with no guarantees. I found that to go to small claims court I would have to file in Wisconsin or New York City, and even if they find in my favor, I have to collect on my own. My wife encouraged me to drop the whole thing insisting that I was getting very stressed out by it. How I was treated by AIG Travel Guard was wrong, and I feel I need to let others know that it is company unworthy on anyone's business.

When I contacted Travel Guard for reimbursement. They had me complete and submit payment forms, medical forms and bank statements proving travel costs and expenses. I faxed these completed forms and medical statements twice and mailed forms through the postal service once. I spoke with "claims" managers multiple times (phone # 1-715-295-1113). They kept asking me to submit more proof of my medical condition and treatments I received. The most recent medical treatment information, I faxed to them 9 days ago. So far, I have received no response. I am still waiting to be reimbursed for a legitimate claim.

Today (3/3/15), I received a call from the insurance company that my claim was denied. I told the agent that this was ridiculous. They said because I had previous symptoms was the reason. Why would I book a flight, which I lost that money? Also, if I thought I was unfit to travel I would have not made reservations. I am a senior citizen living on social security and it is quite difficult to finance a trip anywhere. It's sad when a large company appears to take advantage of a client. You travelers out there had better be careful who you deal with.

I had lymphoma in remission for over 5 years - TRAVEL GUARD labeled that a "pre-existing medical condition." Then they rejected my travel cancellation claim by using medical visits and tests that occurred BEFORE the disease was found and BEFORE a treatment was decided on. They called the prior visits and tests "treatment" and called the cancer that was in remission a "pre-existing" disease. Question: How is it possible to "treat" a disease before it is found? Below is their policy justification:

"This (TRAVEL GUARD) plan does not cover any loss caused by or resulting from: (t) PRE-EXISTING MEDICAL CONDITION EXCLUSION: The Insurer will not pay for any Loss or expense incurred as the result of an Injury, Sickness or other condition of an Insured, Traveling Companion, Business Partner, or Family Member which, within the 60-day period immediately preceding and including the Insured's coverage effective date: (a) first manifested itself, worsened or 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. "

In my case, they ignored the medical definition of treatment and also ignored the following: 1.) The oncologist formal letter confirming no cancer was known to be active before the insurance started. 2) The accepted medical definition of "treatment". TRAVEL GUARD defines the medical office exams/tests are medical treatments - treatments that occurred before the disease was found? Since when do exploratory medical visits and tests cure disease? How can anyone identify a treatment before you know the disease to cure?

3.) TRAVEL GUARD also ignores that pre-existing medical conditions, medical visits, and tests do not cause trip cancellations. Only unexpected treatments can (not always) cause vacation cancellations. In my case, chemo caused the cancellation. Had it been radiation, the trip would not have been cancelled. In summary, anyone with a pre-existing medical condition MUST avoid insurance companies that use prior medical visits/tests, performed while no disease is known, to reject vacation cancellation claims.

The air ticket was purchased through Priceline.com with option to add insurance for additional $25.00. I chose to add it to my purchase (you don't have an option to see name of the insurance company or their policy before you purchase it). I decided to go and see my mom, that was very sick - lung cancer. It was supposed to be a surprise.

Friday early morning (the day I was supposed to fly out) my father called to tell me my mother just passed away. I was in shock. I could not believe it. I was so bad that my husband had to take me to the emergency room. Later when I kind of put myself together I called the Priceline and let them know I need to cancel the flight I was supposed to take at 5:10 PM, and explained why. They right away connected me with AIG Travel insurance and said from now on I'll be dealing with them, because that's a responsibility of the insurance. So I spoke to AIG representative and told her the same thing (the death in the family, and me unable to even consider traveling that day).

They said they will mail me an insurance claim paperwork that I need to fill out and once I have my mother's death certificate, all together mail it to them to get refund of my money. So, once I had the death certificate I put the whole file together and mailed it out. (I even put copy of the hospital papers that I had to go to emergency room the same day that I was supposed to travel, after my father told me that bad news). It took them over 6 weeks, to decide if they will approve or deny my claim.

I kept calling them to find out the status of my case. Finally when I called them on 5/29/2008 they told me that my claim was denied and as a reason they stated: "Per the TPP policy language, your claim has been denied because benefits will not be provided if you, your traveling companion, or an immediate family member is not a resident of U.S.A or CANADA." Basically they told me that because of my mother was not American, neither Canadian citizen/resident I am not eligible for the money refund!!!

Of course she was not American/Canadian resident/citizen otherwise I would not bother to travel to Europe to see her. And why do they than co-operate with European air lines like Czech airlines when their policy is stating something like this? Is this just a BS that they are trying to pull off on me, because to me this really sounds like a complete non-sense?

What is the next step I need to do in order to get my money back, and is there any chance I can actually win this case??? And how? Also I want to mention (not that anyone would even offer me this option but) I am not interested in credit with this airline for the future trip, because I am not planning to travel to Europe for another 3 years. I contacted "Airfare Watchdog", online help that deals with airline cases and they also tried to help me.

So, the Airfare Watchdog suggested me to contact you for help. Their opinion is that the Priceline might have inserted additional "condition" to their policy. So who is the one I need to approach, is it the AIG or Priceline that is actually responsible to pay out the air ticket value??? Please help me, can you tell me what should I do, or are they really right??? Thank you so much.