Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a travel voucher reissued by Trip Mate since February 20, 2025, for a previously covered Sandals vacation. Despite repeated emails, calls, and follow-ups, I was continually misinformed, ignored, and sent invalid or incomplete voucher copies. I was promised that a proper replacement would be sent multiple times, but I received only photocopies with no signature area or redemption instructions. My trip is scheduled for May 912, 2025, and due to Trip Mates mishandling, I was forced to pay the full remaining balance out-of-pocket.I have documented contacts with at least five representatives, including a supervisor named Paizley, and have called over ten times. Each time I was told conflicting information or that no action had been taken. This delay and confusion have caused extreme stress and financial burden.Resolution Requested:I am requesting a valid, usable replacement voucher with updated dates or a refund equivalent to the original voucher amount, along with acknowledgment of the mishandling of my case.Claim # *******

  Customer Answer

  Date: 05/08/2025

  Here is an email I received last night. 

  This company also goes under Generali Global Assistance Company. 

   

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled our trip in oct 2024.I finally got a notice as of dec 17, 2024After sending in medical records /doctor excuses of my friend having a strokeShe couldnt travel. This ins is suppose to cover for things like that.Claim # *******/3177118$1,129.35/$1,129.35 main claim# *******On 12/6 I received a text that in 30 days I can check my status.12/16 another text stating my claim has been finalized.Excuses of wrong info.2/22 I cld check was sent to wrong address. ******* would take 30 days to clear.3/5 I talked to ******* she said, it was pass the 30 days to clear& check would be sent out next week.3/17 talked to *********** said it needed the 30 days to clear & theyWould exidite request. & call me this week.He said, there was no call recorded that I made on 3/5.The check was never sent out.

  Business Response

  Date: 04/23/2025

  Hello,
  

  Attached is our response to Ms. ************ complaint.
  

  Thank you

  Business Response

  Date: 04/24/2025

  Please see our response attatched. 

  Thank you

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23085498
  
  I am rejecting this response because:
    4/22 the company sent the checks to the wrong address, again.

  put Stop payment on the check again this is the second time. Waiting for my payment from December and I canceled my trip in October. There is no money and I dont understand why they cant credit our credit cards that we paid with. They insist on checks that they say they put the wrong address on and well have to wait again another month most likely for them to send it to the wrong address again.  Still no payments.
  Sincerely,
  
  ******* **********

  Business Response

  Date: 05/02/2025

  Hello,

  Attached is our response to Ms. ************ follow-up complaint.

  Thank you

  
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23085498
  
  I am rejecting this response because:

  we still never got paid. 
  the company has been sending out checks since Dec.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a trip booked for 1/13/25 due to complications from a procedure I was unable to make the trip! I have sent everything that was asked including a medical form from the doctor confirming I could not travel. Also sent every receipt and proof of payment and am just getting the run-around from this company. I always purchase travel insurance and this is the first time I was forced to use it and getting denied when I have given them everything they have asked for.

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the insurance i took out for overseas adventure trip for myself and my son and daughter-in-law. I had to cancel because of a fractured knee cap. I was told i would fet my refund when i cancelled trip from OAT. I filled out all the forms and took medical form to ****** but doctor said they don't fill out forms. He did give me letter stating i couldn't take trip but they won't accept the letter and refuse to reimburse me.

  Business Response

  Date: 03/18/2025

  Hello,

  Attached is our response to ****** *****'s complaint.

  Thank you

  Business Response

  Date: 03/18/2025

  Hello,

  Attached is our response to ****** *****'s complaint.

  Thank you

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased this travel insurance 1/2024 for a vacation scheduled in 6/2024. The cost for my husband and I was $818.00 dollars. The plan benefits include trip interruption coverage at 150% of trip cost. The trip was a hiking trip in ******* for 9 days. On day 3 my husband sustained a stress fracture diagnosed at a hospital ER in *******. We had to return home without completing the rest of our scheduled trip. Upon filing our claim we were denied several times for incomplete paperwork. Each time speaking to a representative who told us what was needed. After submitting several times everything requested and constant denials we have never heard from them again after our last attempt. It seems they just hope you give up and forget about it. It has been a very frustrating experience.

  Business Response

  Date: 03/13/2025

  Please see our attached response - thank you !

  Customer Answer

  Date: 03/25/2025

   
  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. It is unfortunate that you have to file complaints for the company to honor their agreement. Thank you for your help in settling this dispute.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a travel ticket leaving from ******* to *********** December *****, 2024 with insurance due to unforeseen medical issues. I had to return prior to my return flight. I submitted all documentation requesting a refund and they have ignored me stated check is in the mail and do not answer calls. This insurance company needs to be investigated for improper claim tactics.

  Customer Answer

  Date: 02/25/2025

  What is the status???

  Customer Answer

  Date: 02/25/2025

  What is the status???

  Business Response

  Date: 03/11/2025

  Hello,

  Attached is our response to ********* *****.

  Thank you

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on a trip to *******, upon arriving my bag had been damaged, attempted to file with Delta multiple times to be told to file with my trip insurance. I did so back in October 2024, provided everything they constantly asked for and my last phone call back in December, the supervisor even advised to me the claims examiner had dropped the ball multiple times (recorded phone call). Originally I was asked to submit a document and photo, did so. Then they closed that portion of my claim saying they never received a letter from Delta saying they paid me nothing. Contacted ************** Service to obtain that. They never reopened my claim. I kept emailing and calling, finally the last supervisor said the ball was dropped, had everything they need, to solely submit a replacement cost photo which I did via ***** online. A month later I then received another email telling me they needed the report I filed in ******* along with my original receipt of my damaged luggage when I purchased it, all of which was never asked for MONTHS. I keep getting the run around and speaking to these people is impossible! Ive done everything theyve asked and what theyre asking now is impossible and they know it. I simply want my $200 I originally filed the claim for to replace my luggage, thats it! Please help, I have all email correspondence to date, but its entirely too much to attach, I can forward whatever is needed, but this business shouldnt even be in business. Ive told them numerous times theyre violating Unfair Claims Settlement Practices and on my last phone call the supervisor even admitted to it. Its something different every time, reason Im not filing a claim here as I advised them I would and they simply advised to go ahead and they could care less. So, here we are. Please help, as I will never purchase trip insurance via this company again nor want this to happen to anyone else!

  Business Response

  Date: 03/03/2025

  Hello,
  
  Attached is our response for ***** *****.
  
  Thank you

  Business Response

  Date: 03/05/2025

  Hello,
  
  Attached is our response for ***** *****.
  
  Thank you

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Trip Mate Insurance regarding my recent claim (#*******). My family purchased trip insurance through Trip Mate as part of a package deal for a Land/Hotel vacation in November. Due to a validated and documented illness of my daughter, we lost one day of our vacation. As a result, we submitted a claim to Trip Mate. This claim was processed by Trip Mate, and a payment was issued. However, I have serious concerns about the transparency and accuracy of the amount that was paid. Trip Mate has not provided any detailed breakdown or validation of how they arrived at the amount of compensation. None of the information I received relating to the Trip Mate payment included a separate breakdown between flight and lodging costs. Therefore, any amount that references such a breakdown must have been obtained directly from the travel agency, Funjet Vacations. What is most concerning is the complete lack of transparency from Trip Mate. I have attempted to raise this issue multiple times with them through phone and emails, yet I have received no response even after allowing 30 days for them to review the claim. Additionally, I have escalated my concerns to their compliance team, but I have still not received any response. I spoke directly with my travel agent, who confirmed that the total flight costs they were able to confirm were $1,019.00 for four individuals. However, Trip Mate is asserting that the cost was calculated on a per-person basis, which creates a discrepancy in the information I have been provided. The inconsistency in their claim evaluation raises concerns about whether I was reimbursed fairly and appropriately; matter could easily be resolved by providing me the receipts for the airfare separate from the hotel. I respectfully request that Trip Mate provide me with the actual receipts they received that detail the costs of both the flights and lodging.

  Business Response

  Date: 02/24/2025

  Hello, 

  Attached is our response to the ******* ****** complaint.
  
  Thank you

  Business Response

  Date: 02/25/2025

  Hello, 

  Attached is our response to the ******* ****** complaint.
  
  Thank you

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22922251
  
  I am rejecting this response because:

  Dear BBB Representative, 

  Thank you for facilitating communication regarding my complaint against Trip Mate. I appreciate Trip Mates initial response; however, the requested resolution has not yet been fully addressed.
  

  Trip Mate has asserted that the cost was calculated on a per-person basis, which contradicts the information I have previously received from my travel agent and provided copies of the email directly to Trip Mate. This inconsistency in their claim evaluation raises concerns about whether I was reimbursed fairly and appropriately and the continued lack of providing this information has me continue to question this.  

  To resolve this matter, I respectfully request that Trip Mate provide me with the actual receipts they received from other parties detailing the costs of both the flights and lodging separately. This documentation is necessary to clarify the calculation and ensure that I was reimbursed correctly.

  I appreciate your continued assistance in this matter and look forward to Trip Mates cooperation in providing the requested information.
  Sincerely,
   
  ******* ******

  Business Response

  Date: 03/06/2025

  Hello,
  
  Attached is our response to Mr. ******* ******.
  
  Thank you

  Business Response

  Date: 03/07/2025

  Hello,
  
  Attached is our response to Mr. ******* ******.
  
  Thank you

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22922251
  
  I am rejecting this response because Trip Mate continues to demonstrate a lack of transparency in processing my claim. Specifically, they state, Unfortunately, we are unable to share the documentation provided directly from third parties, as these documents contain privileged information reserved to the travel supplier. This statement only deepens the suspicion regarding their practices, as they refuse to provide basic documentation that would validate the cost breakdown. This information could have been provided to me privately, yet they still choose to withhold it. It is both unethical and concerning that they would make it impossible for customers to verify the accuracy of their **********************. This response raises serious questions about the integrity of their business practices.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Tripmate in regard to a recent trip to ******************* that was booked through their services. The details of my complaint are as follows:1.Service Issues: Missed flights arriving to and departing from ********************2.Delayed Services: Airline caused missed flights.3.Poor Communication: ***************** advised to contact our travel agent and she referred us to contact Tripmate. Sent several emails with supporting documentation and made calls trying to resolve the issue. Received misinformation about the status of my claim and their policies on the flights covered. Tripmates cust representative verified trip insurance was purchased but it does not apply to first class flights. Did not make sense. Asked for the information to contact their corporate office and was told to send another email.4.Refund/Compensation Issues: Refused to refund the correct amount.

  Business Response

  Date: 02/14/2025

  Hello, 

  Attached is our response to **** *****-********* ******** complaint.

  Thank you

• Initial Complaint

  Date:01/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tripmate insurance , had purchased a policy for a trip they claim full refund for any reason you cant make your trip I had a emergency eye surgery witch cause me to cancel due to I couldnt fly due to a gas bubble put in my eye I filed the claim gave them all the information and doctors statement and proof of payments made and total cost of the trip ! After weeks waiting tripmate sends me half of the cost I resent documents and still not being paid whats owed

  Business Response

  Date: 01/30/2025

  Please find our attached response - thank you !