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About Travel Guard
AIG Travel, Inc., a member of American International Group, Inc., is a worldwide leader in travel insurance and global assistance. Travel Guard® the marketing name for its portfolio of travel insurance and travel-related services, including medical and security services, marketed to both leisure and business travelers around the globe. Services are provided through a network of wholly owned service centers located in Asia, Europe and the Americas. For additional information, please visit our websites.
Travel Guard Reviews
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Back in 2022, Travel Guard was rated higher than now and someone helped me on the phone with policy questions. Move to today. Called - could not understand the person - they were of no help whatsoever. Could not answer even the most basic question about the policy. I will not use Travel Guard again.
AIG/Travel Guard are completely worthless and a waste of money. I spent over $400.00 on insurance in case of delays and lost baggage on a golf trip to Scotland. It took me over four months to get e letter for BA concerning my canceled flight from the so I could even submit my claim. I never got a copy of my policy but after submitting two cab rides, two hotel rooms, and a couple of meals, they said my maximum claim was only $100.00 a day per person. So $400.00 for the insurance and $770 pound in expenses and I got $200.00.
I should have reviewed Travel Guard because they have hundreds of one star reports on BBB for this exact situation. They claims person even had the nerve to call me back and say he spoke with his supervisors and they shouldn’t have even paid the $200.00. These guys are dishonest and a racket that should not be promoted by any travel company. Someone needs to sue AIG for a lot of money!!!
I bought travel insurance through the Airline (Spirit), and it was with Travel Guard. Got sick, Airline rules say I couldn't fly. Filed a claim with supporting paperwork. Went to check on my claim and of course, their system says they cannot find my name of claim number. This is what insurance Companies do - you file a claim and then they pretend they cannot find you in the system, so it never gets paid. You are just throwing your money away with travel insurance, you won't get paid.
I booked two Suncountry airline tickets for my grand daughter and I. Prior to our trip my mom fell ill and needed 24/7 care. I needed to cancel to take care of my mom. My mom’s doctor wrote a letter of her needing this care and that I was a necessary care provider. I submitted the doctors letter along with itinerary and payment. Suncountry gave me a voucher for partial of the ticket cost. I submitted the rest to Travel Guard. During the time of what would have been my travel my mom was put on hospice. I received a request from Travel Guard for more information. After my mom passed away I sent them the original doctors letter, the credit card info, etc along with the obituary. They sent their condolences and then later sent attachments for the doctors form to fill out and the hippa form. I’m not going to waste the doctors time on looking up dates etc, and who is suppose to sign the release of information form? What?
Interesting for this same time period, but separately I had booked a carnival cruise for my granddaughter and I. I went with Their protection plan with Aon Affinity Travel Practice. When I canceled the cruise the cruise reimbursed me what they could and the Aon Affinity reimbursed everything else. They did this just based on the doctors letter that I needed to care for my mom. They sent me the checks before my mom passed away.
Lessened learn I will take the insurance policy with Aon Affinity any day. But never will I take the insurance out again with Travel Guard. I am taking time to write this review to tell other to beware of Travel Guard. I wrote to Travel Guard and told them if they would have said their policy does not cover this then they should just say so. If their policy does cover this then they are certainly going to make it tough to get. Frankly it’s not worth my time. I will never regret staying with my mom. Getting the money back is the least of my concerns. I want to warn others. Suncountry is a good airline I hope they see this review as well. They might want to look closer at the agency they have linked on their site.
During my over two decades of active travels, I have never come across such a hopeless organization that does not see what customer has submitted for claim, does not see what email customer has sent even though their automatic system is quickly acknowledging and confirming receipt of email. It is over 10 weeks with at least 5 email and 3 phone contacts to them, but of no avail.
Please don't buy this product, they will firstly drag their feet for months, the customer service is horrendous and they will tell you, "Oh we are busy right now, we will call you back." NOTHING. My claim was denied with some clause that no one would understand, don't bother with this company, such a scam - the government should make companies like this illegal.
Very expensive tour was canceled due to civil unrest in destination country. Tour company was refunded my total costs but insurance isn't eligible for refund. I was offered a "voucher" for future travel for $138 less than what I paid. What value was received for that money? Trip insurance without a trip seems like stolen money.
We purchase the AIG Travel Guard insurance to cover domestic flight insurance for a 12/23/22 to 1/2/23 vacation. American Airlines delayed our flight 3 times and eventually cancelled our flight. We contact AIG for help while in the Phoenix, AZ airport. They provided no help saying it "was Christmas." So we worked on making other flight provisions on our own. We eventually flew with United Airlines, arriving in Florida a day late, but still in time to board our family Caribbean Christmas Cruise.
After returning home from the vacation, since 1/3/23, we have been unsuccessfully trying to have AIG send us the Delay of Flight claim form in order to begin the claim process. I have called and requested the form 6 times (each time they said we'd receive it in 7 to 10 days). It never came. I have unsuccessfully asked to speak with a supervisor 3 times. They did not connect me nor return my request for a phone call. This has been a long unsuccessful process and we haven't even been able to file a claim as of this date!!! We'd advise ----- use a different travel insurance company ----- the service for this company is terrible.
I have been waiting about six months for reimbursement from this company for a flight cancellation I had to make due to having spine surgery. Their tactic is delay, delay, delay and hope we go away. I am filing a class action suit against AIG and Travel Guard. If you have been mistreated by this company please contact me and you can join the class action. We don't pay anything. The attorneys do the work. We need to punish these people. Contact me at through Facebook messenger. Gary ** Dallas
My wife passed away Aug 20, 2022, a few days before leaving on a trip. I filed a claim with Travelguard and provided the necessary documentation. I was advised a check would be mailed 15-21 days after the claim was reviewed. An assessor wasn't assigned to the claim for three months. I suppose they were waiting for me to go away or die. He required me to send the same documents I'd already sent. I eventually did receive the amount I was entitled to but dragging it out that long makes AIG's integrity questionable. I can't speak for the quality of travel insurance from other providers but I can't imagine the experience could be worse.
I purchased protection for a flight and had an severe illness just beforehand. A family member had also tested positive for Covid-19 so I had to cancel beforehand. They considered me as “not having an illness” (their words) because I wasn’t hospitalized, and refused to reimburse me for my flight. I’ll never use this again, and would recommend others don’t as well.
We take out insurance to transport our furniture by ship. After our TV arrived broken we contacted them and were never reimbursed. It seems like a scam. It's been almost a year now and we haven't seen a dollar.
I presently have three pending claims with AIG Travel Guard. Two are from a trip in May, 2022 for a relatively small medical claim and the other for delayed baggage. This is being written in January, 2023. AIG sends repeated requests for documentation, including demands for documents that are not listed in the policy—or even exist. They send an e-mail like clockwork every month saying that they need more time to review my claim. I have a much larger claim for trip interruption and medical expenses from an accident in Vietnam in November, 2022.
I have submitted the documentation three times, using their checklist to make sure I had it all. Their web site shows only half of the documentation as received. Two phone agents have assured me that the documentation has been received, and my adjuster will soon review the file. Today, I got three identical e-Mails informing me that I am a valued customer, but more time is needed to review my claims. AIG Travel Guard is a scam. I am planning a trip to Egypt and Jordan in November, and will be insuring with an insurer with higher premiums, but paid promptly when I was hospitalized in China in 2019. AIG is a rip off.
Travel Guard insurance under the umbrellas of AIG is a scam. They will not reimburse your travel expenses. They will not communicate outside auto emails sent. After filing a claim Oct 31st 2022 and waiting until Jan 5th 2023 I was forced to go to BBB. I have over 30 emails sent and over 42 phone calls on record attempting to communicate. DO NOT purchase insurance with them. They WILL NOT communicate or reimburse.
It amazes me that Travel Guard Group Insurance of AIG has an A+ rating with the Wisconsin BBB after reading many bad reviews and filing a claim with Travel Guard. Below is the final complaint I filed with my state Insurance Commissioner:
This complaint is not only about the claim filed and payments received, but from the delay handling the claim, the poor communication and service provided, and having to appeal and to file a complaint with the Wisconsin BBB before we started a getting a resolution to our claim. We have been buying travel insurance with Travel Guard Insurance for years and this was the first time we have had to file a claim. As a result of filing this claim we will never purchase insurance through this company or recommend it to anyone.
We paid $1,054.12 for a policy to cover a twelve day period from June 17 through June 29, 2022 that included a 10 day cruise from June 19 through June 29. The estimated trip cost was $7,000 ($3,500 for each insured) which included $6,306 for the cruise. On June 17 we tested positive for COVID and had to be quarantined for five days. The cruise was cancelled for us and we could not return home for 10 days after catching COVID due to Delta Airlines policy on COVID. During that 10 day period we incurred a hotel expense of $3,614.81 and numerous other expenses while quarantined and being delayed to return home.
After returning home and settling down we filed a claim. Since we had incurred numerous expenses and there was nothing in the policy to cover COVID expenses except for quarantining, we needed help on what was needed for our claim. After an adjuster called us at our request, we submitted the claim with several folders of information in August.
The claim web site to check the status of the claim was never updated and said it was under review. It stated the documents I sent was “Outstanding” indicating to me that they needed more information; however, when I called they said they had received what they needed The claim was delayed and under review from August until November 30 when it was suddenly closed and a check was sent for $1,600 covered under the “Delay” coverage. I received no call or email before it was closed but did get an email from the adjuster on 12/1/22 stating that they had printed a payment and to look at the claim status. At that time no call or anything was provided about how it was closed. I immediately filed an appeal to Travel Guard and when they did not respond I filed a complaint with the Wisconsin BBB. Soon after that I started getting some results from Travel Guard.
They closed out the claim at $1,600 and had failed to get the cruise credits refunded and look at some flight change charges. Between my appeal and the Wisconsin BBB complaint I was finally able to get them to refund my cruise credits and some flight change charges for a total of $9,020.80. I still feel they owe us around $1,480 since the trip was interrupted and policy should have paid out 150% of my trip cost. The adjuster said I would lose if I challenged this since the policy does not cover hotel expenses we incurred during out trip and that I might loose the $1,600 they had paid. I decided at that point to let it go but I told them I would be filing an insurance complaint with my state Insurance Commissioner. I feel most people would not have challenged the claim at $1,600 like I have done. I am hoping this complaint will get back to Travel Guard so they can see what kind of service they are providing.
Filed a claim for lost luggage, filed online and received notification that claim was received and should take 10-15 business days. Waiting 2 months and no contact from Travel Guard. Called 3 times, waste of time, just got the run around. Still no status on my claim. Horrible service.
Word to the wise. If anyone is travelling in the future and booking a flight or Hotel through Orbitz or Expedia, PLEASE DO NOT PURCHASE TRAVEL INSURANCE. it is a rip off. I cancelled a trip over a month ago and they refuse to reimburse me my hotel costs. I have written to FTC, Government and other representatives regarding their bad faith practices. It is time we put these insurance companies out of business and stop them from ripping off Consumers.
I had a trip from hell about 6 months ago, major delays both outbound and return. Travel Guard paid both, with interest. They are still very backed up from covid claims, but were professional and helpful any time I contacted them for status.
I have purchased a trip cancellation insurance with Travel Guard Canada just in case something goes wrong and I won't be able to travel. My flight was booked on November 1st and I happened to badly twist my ankle on October 29. I submitted trip cancellation request the very next day including travel policy number and all other related information. I have received a response that the review will take 10-14 days. A MONTH LATER I finally got a reply with request for more forms and paperwork.
-> The company is requesting more documentation to further SLOW DOWN refund process for a simple cancellation case.
-> The company is RETAINING MY MONEY and gaining an investment interest on it.
-> One would expect that the company is operating with customers' interest in mind but it doesn't seem to be the case.
I DO NOT RECOMMEND this insurance company for anyone who is planning to insure their trip for unexpected cancellations.
They say their claim processing is 10-15 days. After multiple emails and phone calls I am at day 49 and still have not been renumerated under the terms and conditions of the contract. DO NOT WASTE YOUR MONEY!
Booked a tour of Italy for May 2023 1 year in advance, purchased trip insurance thru Travel Guard at the same time in May 2022. In September, the tour company informs me of significant additional charges for traveling solo (over 2K more). I cancel the tour, get refunded most of the prepayment. I call to cancel the trip insurance and I’m informed I had To cancel within 15 days of the effective date of the policy. The trip is scheduled a year out, and a lot can happen during that time, what kind of unfair business practice only allows 15 days to get a refund? This insurance is a scam, do not purchase.
My 19-year-old daughter who has an intellectual disability saved up her money from her job to fly to Florida and visit her cousin. Five days before the flight, her cousin was diagnosed with a malignant spinal cord neoplasm. Needless to say, my daughter wasn't able to go on her trip bc she had no one she could stay with. While I am not usually one who purchases travel insurance, I encouraged my daughter to just in case (it was only about $20 and she had worked so hard to save that money, you know?!). We sent in the medical documentation showing that it was a real diagnosis yet AIG is denying her claim. So now she is out not only the money she paid for her checked bag each way but also the seat reservation fee (since she was flying alone, having picked the seats helped her have less anxiety). If there was an option, I would upload both the email that AIG sent to us and my response back to them which I emailed shortly before writing this post.
We insured a trip to Africa with this poor excuse of a company. Our daughter, who was living with us temporarily prior to a move, was diagnosed with cancer. The treating physician indicated that it was likely she would need chemotherapy after surgery. As the hospital is over a 90 minute drive from our home and the proposed therapy would be taking place while we were supposed to be on vacation, we obviously needed to cancel the trip and be available to take our daughter to any medical appointments. We advised AIG of the cancellation and provided all needed documents requested.
We are now over 3 months with no indication of any decision other than return emails that they have requested more information from the treating physician which is not true as we have spoken to him. I am also a physical and sent a very clear medical review of the situation. These pathetic charlatans continue to not honor the contract and return our funds. As there are literally dozens of travel insurance companies, I would advise utilizing any other one on the market rather than this dishonest entity.
Flight from Italy cancelled due to an unforeseen Air Traffic Controllers strike. I thought trip insurance was for unforeseen events. This is the second time "trip insurance" found a way to not pay this year. This industry should absolutely be investigated.
This is a scam - they evade paying legitimate claims. Our flight was cancelled to start trip delaying our vacation by over a day. They refused to give us compensation for that. There was 1 hour and 50 minutes to make our connection, but their loophole was that the trip needed to allow 2 hours for a connection. If that is the case - why did they agree to insure the trip? They knew what the connections were when they took (stole) our money. Scam. Do not buy.
I would like to alert people that Travel Guard cancels your policy the day after the flight takes place. Our event was canceled 10 days before we flew and I alerted them and their response was to CANCEL the policy. I tried several times to contact them and had over an hour calls with waits several times and the result was "Sorry, your policy is automatically canceled the day after the flight. There is n nothing we can do." I am an elderly woman, find filling out the online claim challenging, and received NO SUPPORT from their staff re telephone contacts. I would suggest avoiding this company. (You might want to look at Consumers Report list of the 10 airline insurance company they recommend.)
Travel Guard is rated as the worst Travel insurance nationwide, they manipulate ignorant customers and scam additional fees on their United airlines tickets. They're managed by a unqualified managers.
Travel Guard Insurance Canada (TGI) has willfully misguided public consumers (including me) with their insurance policy claims. TGI has failed to reimburse a basic COVID claim, following months of back and forth correspondence, as well as endless bureaucratic forms and customer service delays. This company clearly profiteers on their poor service model by manipulating claimants with endless run-arounds and intentionally convoluted legal jargon. This is a predatory firm and should be held accountable in a court of law.
I purchased AIG Hotel Booking Protection Plus for a hotel reservation in South Africa booked on Orbitz. The insurance policy said I should file a claim if delayed by a natural disaster that delays our travel by more than 5 hours. A storm that hit Dulles airport in July 2022 delayed our travel to South Africa by two days. Orbitz could not get our reservation fee reimbursed. AIG took weeks to respond to our claim, and then denied the claim. All attempts have failed to contact AIG by phone and email to follow up when at face value the policy should cover our extra expenses for the two day delay and cancellation. I would strongly discourage others from purchasing this insurance.
On June 22, 2022 I accidentally left a smaller piece of luggage on a fast train traveling from Naples to Rome, Italy. I did not notice the missing bag until later that evening when getting ready for bed. The next day we traveled back to the USA. Upon returning home, I immediately gathered all necessary required documentation including train ticket receipt/ airline tickets/ clothing receipts/ AIG proof of insurance and started my claim. It is now Aug. 23, 2022 and as of yet I have not received any compensation for this claim.
AIG is now requesting proof that I submitted this claim to my private home owners insurance and will reconsider my claim with them based on their outcome after my deductible has been met with my private insurance. I have read my entire policy and this requirement is not posted in writing at all. They also are requiring a police report to process this claim. AIG / Travel Guard is a scam. I will only use Allianz proceeding forward.
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