ComplaintsforTrip Mate

Travel Insurance

Current Alerts For This Business

Pattern of Complaint:

BBB files contain a pattern of complaints from consumers that allege issues with refunds. Specifically, consumers alleged that they purchased travel insurance for their flights and was under the impression that they could cancel and receive a refund however consumer alleged that they have not received a refund.

On July 7th 2022, BBB sent correspondence to Trip Mate requesting their voluntary cooperation in providing steps it will implement to eliminate the pattern of customer complaints.

On September 20 Trip Mate provided the following response "Our Claims and Customer Service team receive continuous education training as well as regular quality reviews on the duties they perform."

On July 12th 2024 BBB reviewed its most recent complaints and determined that the pattern continues.

BBB will continue to monitor and update the company's report as needed.

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Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed a claim with Trip Mate the second week of February, 2024 to recoup expenses due to a flight delay that caused us a 27 hour delay for an out of country vacation. A very small amount has been paid, however there is still an outstanding balance of $185.37 for each myself and my husband that has not been delivered. Claim #*******. I have spoken with these people numerous times over the past 7 months with the same story. The check was issued so we have to do a stop pay and can reissue after 21 days. Several requests for escalation were supposedly made by agents. Also nearly impossible to speak with a supervisor, which still resulted in the same old story. While this is not a large amount, the principal here is absolutely terrible customer service.
Business response
09/19/2024
Please find our attached response to this complaint- thank you !
Customer response
09/19/2024
I would like this complaint to remain open until after the 10 day period expected for Trip Mate to submit the echeck payments. Their 10 day timeframe would end 9/24/2024.
Customer response
09/25/2024

Complaint: 22270610

I am rejecting this response because: This claim was filed in February of 2024 and there has still been no resolution. After multiple calls, and multiple times being told the checks were issued (not received although I have received other **** correspondence from the company) being issued, it was with accounting, and I should have an echeck within 5-10 business days (both on 9/11/24 and again today 9/25/24), we have still not received payment. This is by far the worst customer service I have ever encountered.

Sincerely,

****** *****
Business response
09/30/2024
Please see our attached response - thank you !
Customer response
09/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased insurance for flights from Trip mate for a trip we were to go on in Spring of 2024 (this year). Our son got very sick and had to be admitted for an indefinite period just before the trip and so we had to cancel the trip. The flights that were insured had cost us $1500. We provided them documentation of our son's admission for treatment and Trip Mate denied our claim and did not reimburse even though it was a medical reason. I do not care what their policy is I want my money back.The reason I am delayed in filing a complaint is because all this year I have been completely overwhelmed with my son's treatment and multiple doctor visits and other appointments related to his care. Today is teh first chance I have had in several months since march that I have the time to follow up on this.CLAIM ID # ******* I need my flight cost reimbursed immediately!I have documentation of my son's treatment if required I will share.
Business response
09/04/2024
Please see attached response -thank you !
Customer response
09/18/2024

Complaint: 22233025

I am rejecting this response because:
The company was sent my son's admission document and they simply rejected the claim without requesting further documentation.
Having said that, I would like to now withdraw this complaint because I have got a resolution after communicating with the company leadership.
Sincerely,

******* ****
Business response
09/20/2024
Please find our response attached - thank you !
Initial Complaint
08/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
4-1-24 Paid ******* to sandals including the cost of travel travel insurance Sandals refunded us $3470.96, They do not refund airfare and travel insurance cost. Tripmate.com which is who the travel insurance is with will not refund us the $2384.98 for the portion of airfare or travel insurance. I understand we do not get our travel insurance back which is fine but we are still owed $1964.96 for the airfare. We had the cancel because my spouses grandmother was diagnosed with stage 4 pancreatic cancer and was given less than (now) 4 months to live which puts her passing the time we need to take the trip. I have no authority over her, the doctor is refusing to provide any documentation that tripmate is needing to refund me therefore tripmate will not refund me. I do not care if we lose the cost of the travel insurance I just truly want to be refunded for the airfare. If tripmate still refuses to refund me for that portion I would at least like to know the airfare company I need to contact to see if they would be willing to refund me. I have no control over the doctor refusing to give me documentation on my grandmother. I have two booking numbers for this ******** ********
Business response
08/29/2024
Please see attached response - thank you !
Customer response
08/30/2024

Complaint: 22180273

I am rejecting this response because:
I have already stated that the physician ruses to provide any documentation on my behalf for my grandmother. I do have two booking numbers that were both canceled with sandals where I was refunded. Booking 15700066 and 15581137 so I am not sure why youre saying I only have one.
I purchased the travel insurance on both solely for this protection and just ask that the company make an exception for me due to my grandmothers circumstances and the physician refusing statements. I dont understand why sandals can refund me for the whole trip without any complaints while this company is holding my airline money hostage.
I will ruin trip mates name in all ways possible if they arent willing to work with me to refund me my airline money. I will let it be known that this insurance will not help you if you have a grandmother sick on their deathbed and the doctor refuses to give any information because you have no authority. I will settle for a refund of $1,964 and drop all future complaints and reviews.
Sincerely,

***************************
Business response
09/04/2024
Please find our attached response, thank you !
Initial Complaint
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a December 2024 flight for my mother, *********************, through CheapOAir.com on July 10th, 2024. Several pop-*** recommended purchasing travel insurance, which stated various reasons, including in case of cancellation. Nowhere did it say that only certain cancellations would be considered valid. On July 16, 2024, I canceled the trip because the person that my mother was going to visit decided to get divorced and sell her house, so she decided to cancel Christmas. I filed a claim on 07/16/2024 with TripMate to have my money refunded and was denied my claim. Their customer service stated that it is not a valid reason to cancel. Yet it did not say as I purchased the tickets and insurance that only certain reasons are allowed to be refunded. They are committing fraud. I am filing a complaint because I can only imagine how many other people have fallen victim to this. My mother is a disabled senior citizen who lives on a fixed income. Also, they never even responded that it was denied. No correspondence was given.
Business response
08/14/2024
Please see attached - thank you !
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased trip insurance through this company and they refuse to refund me even though my cancellation met their terms and conditions. I have sent them documents of divorce, unemployment, any/everything they have asked for and no resolution.
Business response
08/08/2024
Please see attached response, thank you !
Customer response
08/09/2024

Complaint: 22092706

I am rejecting this response because:
It does not say WHEN your employer terminated you. We thought we would have the funds to still take this trip after I was let go from my job. Funds got too tight and we were unable to keep our plans because we had to pay bills instead. Hence, the reason for cancelling. It literally just says involuntary employer termination and that I had to have the same employer for one year, which I did.

Sincerely,

*****************************
Business response
08/15/2024
Please see attached response - thank you !
Customer response
08/16/2024

Complaint: 22092706

I am rejecting this response because: I will be taking this to my local civil court. I cancelled this in PLENTY of time. Additionally, my flights had not even been booked at the time of my cancellation.
Thanks for your time.

Sincerely,

*****************************
Initial Complaint
07/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a surgery that the doctor planned when we would be on our trip. Due to the nature of the surgery and the availability of the doctor we had to take it. we have provided trip mate with everything they need and they keep asking for more random stuff. I feel like this is a stall tactic so that we never get our money back. Recently when they asked for more documents I emailed them asking why and they have yet to respond. I followed up with another email and nothing.
Business response
08/02/2024
Please see attached response - Thank you !
Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to ****** in March 2024 and was held over in *********, ** due to a mechanical issue with American Airlines, which caused me to miss my connection to ***********. I requested a refund through Trip Mate and submitted all of the required documents on March 19th. They issued me an electronic check on May 1, 2024. When I deposited the electronic check my credit union stated, "it was a duplicate check" and invested me for fraud. I called Trip Mate on the following dates: May 13th: I was told they'd issue a stop payment on the electronic check.May 29th: I spoke with **** and was told, "the stop payment process takes 21 days. They have a problem with the credit unions because the checks don't have backs".June 18th: I spoke with **** who stated, "we mailed a check on June 11th".July 1st: I spoke with ***** who stated that, "Trip Mate doesn't know where the check is". I requested to speak with a supervisor and spoke with ******* who stated that, "the check was mailed to NY instead of MI and usually the post office finds the mistake based on the zip code. If I don't receive the check by July 10th, he'll reissue another electronic check".July 10th: I spoke with ******* who stated that, "I have to wait another 21 days for a stop payment on the check they mailed to the wrong state".At this point, I've been waiting four months for my refund from Trip Mate. There is no way for me to resolve this issue on my own.
Business response
07/12/2024
Please see attached - thank you !
Customer response
07/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife and I booked a trip to ******* with 2 other couples 19 May - 25 May 2024 which cost us $4223.83 , our flight was delayed by 5 1/2 hours on 19 May and we would have missed the only connecting flight. The airlines rebooked us for 21 May 2024 stating all flights were completely booked until the 21st. Once we returned home we contacted our travel agent and she filed the claim through Trip Mate on 31 May 2024, we are only asking for the reimbursement for the 2 nights we missed ($1220). Our travel agent filed a pardon for not having our boarding passes they denied our claim stating they needed a copy of our boarding passes, we used the American Airlines app and cannot get a copy of it and we also called American Airlines and they stated they cannot pull up previous records. Two couples were paid their claims and only one of them had a copy of the boarding pass, my wife called trip mate on 3 July and asked to speak with a supervisor and was denied. We have a copy of an EOB from trip mate which looked like they were going to pay us for the missed days and then denied payment. I have attached all records and correspondence in regards to our claim and we did not read anywhere in the policy where we needed to present a copy of our boarding passes.
Business response
07/17/2024
Please see attached response - Thank you !
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Explorica admitted the unauthorized drop of Insurance protections plus plan - originally purchased in March 2023 - mid-stream, unbenownst to three travelers. They are unable to provide in writing 1) signed notices of documentation, dates, written agreements/consents/acknowledgements insurance drop and internal changes affecting three travelers: *********, DeGeorge, *************************. Previously asked full refund $1,972.13.United Airlines was paid April 22, 2024 by company check $1508.28. A +$463.85 credit balance remains with Explorica. This was unauthorized.Please forward the original email, memo, and date notifying three travelers of internal changes before and after the occurrence of multiple sales of invoices and contracts. There was never a group email and US Postal mail notice of internal changes sent from Explorica Trip Mate Workdstrides headquarters, CC'ing: agents/employees, and TO: Hegemeyer, DeGeorge, ************************* of any internal changes in a single date of email. Explorica TripMate cannot breach their terms mid-stream over an internal policy change, drop/re-add insurance plan after a sale of invoice and contract without the group's total written agreement, knowledge, consent, in writing. Please refer to FindLaw for full details of agency responsibilities of notifying clients.
Customer response
06/10/2024
Attached: **** Missing Mail request of $1,972.13 refund. Please see Tour Account payments totaling $1,972.13 as of March 19, 2024 from two different accounts, bank and credit card, belonging to me (more than 60 days). Discovery of dropped traveler's insurance plan discovered last week June 5, 2024 after requesting my money again after the May 16, 2024 EF-1 tornado destroyed my family's home where I live (I was in the home at the time). We were sent to ER by EMS and need this money for medical reasons. Thanks.
Business response
06/20/2024
Please see the attached response - thank you !
Initial Complaint
05/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Trip insurance claim for cancellation. My son relapsed while in treatment center and was sent home. Trip Mate claims that Mental illness, anxiety, addiction are not valid illnesses, therefore issued us vouchers instead of a refund.
Business response
06/05/2024
Please see attached response. Thank you.
Customer response
06/06/2024

Complaint: 21767032

I am rejecting this response because: Mental illness, addiction are all considered covered illnesses under ours and any other insurance plan. TRIPMATE is exclusive of these illnesses. I'd like to post a complaint to the public even though I know they will never acknowledge this and refund money. We do hope to use the credit vouchers but completely disagree with the term "FAMILY MEMBER'S ILLNESS" and not include mental/behavior health in that category.

Sincerely,

*************************************
Business response
06/12/2024
Please see attached. Thank you !

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