ComplaintsforTrip Mate
Current Alerts For This Business
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased travel insurance through Trip Mate for a trip I took April 2-9th 2022. We experienced a delay in travel (a covered event in which an insurance claim can be filed). I submitted all requested documentation to Trip Mate on 4/18/2022 and was told it takes 30 days to process a claim. It's been over two months and when I call I cannot speak to anyone who can provide information regarding the claim's status. I have asked repeatedly for a manager to return my calls, always being told someone will contact me with an update in ***** hours, yet no one ever calls. Each time I call I am told the claim is "pending", but no additional information is provided. I've asked if the claim is missing any documentation, and the response is always "no", but no one can explain the delay or lack of knowledge regarding the status of the claim.Business response
06/28/2022
June 28,2022
Ms. Anouska Delicat
BBB Serving Southeast ******* and *************
***********************************************
RE: *************************
Your Complaint ID ********
Claim ID *******
Dear Ms. ********************* you for your recent correspondence regarding the above-noted matter. Trip Mate, **** is the claims administrator for Plan F389P that includes a short-term travel insurance plan underwritten by ************* Fire Insurance Company, and we appreciate the opportunity to address Mrs. ******* concerns.
The customer expressed concerns with respect to the status of the claim.
In reviewing this matter, the information on file indicates payments were approved on June 23, 2022 in the amount of $44.67 per person under the Trip Delay benefit of the plan. Upon completion of the accounting process, within 7- 10 business days, the check will be emailed to ********************.
We hope this has been responsive to your concerns. We are committed to providing the best support possible during this difficult time. Should you have any further questions, please let ** know.
Sincerely,
Trip MateClaims Department
cc: ************* Fire Insurance CompanyCustomer response
06/29/2022
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
06/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We insured our daughters school trip through Trip Mate. The trip was rescheduled from 2021 to 2022 due to Covid. The school then cancelled the trip since it was going to a neighboring Country of the war that just started in *******. We purchased the premium insurance package. The trip was purchased through World Strides and they will not refund us $825 that is owed to us. Trip Mate insurance should cover it and get us a refund since World Strides dropped the ball..... but Trip Mate says they paid World Strides so we are out the money.Please help us get the owed funds from Trip Mate and they should be forced to recover the funds from World Strides. We purchased the insurance through Trip Mate so they should have sent us the money---Not World Strides. Thanks again for your help.Business response
06/18/2022
Ms. ******* Delicat
BBB Serving Southeast ******* and *************
4411 *************
***************, ** 33407
RE: ********************* on behalf of ***************************
Your Complaint ID ********
Claim ID *******
Dear Ms. ********************* you for your recent correspondence regarding the above-noted matter.
The customer expressed concerns with respect to the outcome of his daughters claim.
Upon receipt of this inquiry and further review into this matter, it was determined the claim was not reimbursable under the Trip Cancellation provisions of the plan;therefore, we reviewed under the Cancel For Any Reason Waiver, provided by WorldStrides, which reads as follows:
CANCEL FOR ANY REASON WAIVER LIMIT
The maximum amount covered under this Cancel For Any Reason Waiver is Your Trip Cost.
CANCEL FOR ANY REASON WAIVER DETAILS
When purchased, this Cancel For Any Reason Waiver (this Waiver) is incorporated into and constitutes a part of Your passenger contract with ** and becomes effective when We receive Your payment for this WorldStrides Travel Protection Plan (this Plan), provided that you purchase this Plan within the limited time period in which it is offered it to You by ** and allows You to cancel Your Trip with ** before Your scheduled departure for any reason.
How You will be reimbursed: Your reimbursement will be in cash, for an amount equal to 100% of the unused non-refundable cash, check, or credit card amounts You paid for Your Trip.
Please Note: This Waiver does not cover fees or costs associated with any transportation,accommodations, or other travel services that are not arranged by **. Any amount payable under Part A of this Plan will be reduced by the amount of any Trip Cancellation amounts paid or payable under any other travel insurance or travel protection plan providing Trip Cancellation benefits.
A payment in the amount of $1099.00 was approved on June 15, 2022. Upon completion of the accounting process, within the next ***** business days, the payment will be emailed to ************************
We hope this has been responsive to your concerns. Should you have any further questions, please feel free to contact ** at *********************************************************
Sincerely,
Trip Mate
Claims Department
cc: ************* Fire Insurance CompanyInitial Complaint
06/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Trip Mate has been mailing my refund check from a cancelled trip for over 6 months. I have made over ***** calls in attempts to obtain my money. I am told over and over again by representatives that they were mailing it out but no check has come. I then spoke to another representative that said i would be issued a e check. Again no echeck would come. I called back again and spoke to the supervisor ***** who was the least bit helpful and seemed to not have any concern about my run around. She too said that she would issue and echeck in which i havent received again. This is ridiculous and a inconvenience without any support from Trip Mate at all.Business response
06/01/2022
June 1, 2022
*******************************
BBB of *******************
8080 ****************, Suite 401
***********,** 64114
RE: ***************************** and
*****************************
Your Complaint ID ********
Claim ID *******
Dear *************:
Thank you for your recent correspondence regarding the above-noted matter. We appreciate the opportunity to address Ms. ********* concerns.
The customer expressed concerns with respect to the status of their claim.
In reviewing this matter, the information on file indicates payments were approved on December 15, 2021, in the amount of $374.56/.57 per person under the Travel delay benefit. An additional $500.00 per person was issued; however, ********************************* payment was issued via **** on December 15, 2021.
Ms. ****** ********* payment of $500.00 was approved on May 19, 2022 and email May 31, 2022 to ********************* Please be advised that the sending email address will be ****************
We apologize for the delay in the accounting process.
We hope this has been responsive to your concerns. We are committed to providing the best support possible during this difficult time. Should you have any further questions, please let us know.
Sincerely,
Trip Mate
Claims Department
cc: Nationwide Mutual Insurance CompanyBusiness response
06/14/2022
June 14,2022
****************************************
BBB Serving Southeast ******* and *************
4411 **********.
***************, ** 33407
RE: ***************************** and
*****************************
Your Complaint ID ********
Claim ID *******
Dear ********************:
Thank you for your recent correspondence regarding the above-noted matter. We appreciate the opportunity to address Ms. ********* concerns.
The customer expressed concerns with respect to her claim payment.
While we certainly understand Ms. ********* concerns over receiving her benefits, our records show that Ms. ********* payment was emailed to ******************** on May 31, 2022. The payment was emailed from ***************. If she is unable to locate the payment in her inbox, she should check her spam/junk folder.
We hope this has been responsive to your concerns. We are committed to providing the best support possible during this difficult time. Should you have any further questions, please let us know.
Sincerely,
Trip Mate
Claims Department
cc: Nationwide Mutual Insurance CompanyInitial Complaint
06/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Attn: Better Business Bureau My daughter and my mother signed up for a trip to ************* through Worldstrides with her school for March of 2022 (spring break). The trip was paid off in 2021 for both my mother and my daughter and I filed a claim in February 2022 due to my daughter contracting and having issues with COVID. I have called 6 times over the past few months to get updates on the claim since the website gives nothing and get the same response leading to nowhere - that claims usually take only 30 days and the gentleman working for them 'will expedite my claim with their supervisor'. This company is beginning to feel like a scam, very unprofessional and giving customers the run-around. It's been over 4 months since I filed and over 3 months since all paperwork was submitted. Not only did I purchase this insurance, but I purchased the cancel for any reason, so there should be a refund.My claim with Tripmate is *******.Business response
05/29/2022
May 29, 2022
*******************************
BBB of *******************
8080 ****************, Suite 401
***********,** 64114
RE: ******************* On Behalf Of
*************************** and ***********************
Your Complaint ID ********
Claim ID *******
Dear *************:
Thank you for your recent correspondence regarding the above-noted matter. Trip Mate, **** is the claims administrator for the WorldStrides travel protection plan, and we appreciate the opportunity to address Ms. ******* concerns.
The customer expressed concerns with respect to the status of the claim.
In reviewing this matter, the information on file indicates that **************** did not purchase the travel protection plan which is administered by Trip Mate, **** **************** will need to contact WorldStrides directly to cancel their account and request a refund.
The customer can contact WorldStrides directly at **************.
We hope this has been responsive to your concerns. We are committed to providing the best support possible during this difficult time. Should you have any further questions, please let ** know.
Sincerely,
Trip Mate
Claims Department
cc: ************* Fire Insurance CompanyBusiness response
06/09/2022
June 9, 2022
****************************************
BBB Serving Southeast ******* and *************
4411 **********.
***************, ** 33407
RE: ******************* On Behalf Of
*************************** and ***********************
Your Complaint ID ********
Claim ID *******
Dear ********************:
Thank you for your recent correspondence regarding the above-noted matter. Trip Mate, **** is the claims administrator for the WorldStrides travel protection plan, and we appreciate the opportunity to address Ms. ******* concerns.
The customer expressed concerns with respect to the status of the claim.
In reviewing this matter, the information on file indicates that **************** did not purchase the travel protection plan which is administered by Trip Mate, **** **************** will have to contact WorldStrides directly to cancel their account and request a refund.
The customer can contact WorldStrides directly at **************.
We hope this has been responsive to your concerns. We are committed to providing the best support possible during this difficult time. Should you have any further questions, please let ** know.
Sincerely,
Trip Mate
Claims Department
cc: ************* Fire Insurance CompanyCustomer response
06/10/2022
Complaint: 17218260
I am rejecting this response because:Due to the time it took for TripMate to even acknowledge me, I may have issues getting my money back as the trip has passed. Very unprofessional company and non-customer oriented.
Sincerely,
*******************Initial Complaint
06/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My name is ************************* and I am writing to the BBB to file a complaint against Trip Mate Travel Insurance claim # ******* My wife and I purchased travel protection from Trip Mate through Viking on June 3, 2021 for $19,566.28.Our cruise was scheduled to begin on ****************************************************************. On Sunday March 13, 2022 I suffered an internal hemorrhage and was rushed to the emergency room at ************************* where I was operated on and admitted to the ************* Unit. I recovered from this life threatening event and was sent home March 22nd. My wife filed a claim with TripMate on March 23rd to get our money back for the trip cancellation. Through our correspondence Trip Mate assured us that we had provided all the necessary and required documents: Hospital Diagnosis and summary of care, attending Physician statement and verification from Viking that we had purchased this travel insurance. We were told by Trip Mate that we would receive a check via email and to wait 30 days to get our refund. At this point, in time after numerous calls, over 54, to Trip Mate, we have not received a *****. Also, we have talked extensively to Viking who partners with Trip Mate regarding the none payment of this claim. It is now over 60 days since we filed this claim and have not received a check.Business response
06/06/2022
June 6, 2022
*******************************
BBB of *******************
8080 ****************, Suite 401
***********,** 64114
RE: *************************
Your Complaint ID ********
Claim ID *******
Dear *************:
Thank you for your recent correspondence regarding the above-noted matter. Trip Mate,Inc. is the claims administrator for Plan UF425V that includes both Part A, a non-insurance Cancel for Any Reason Waiver, provided directly by Viking and Part B, a short-term travel insurance plan underwritten by ************* Fire Insurance Company, and we appreciate the opportunity to address Mr. ****** concerns on behalf of ************* Fire Insurance Company.
The customer expressed concerns with respect to the status of the claim.
Our records show payments were approved on May 31, 2022, in the amount of $8957.60/61 per person. Upon completion of the accounting process, in the next **** business days, the payments will be emailed to ****************** and *************************.
We apologize the accounting process has taken longer than we would like and we are sorry for any inconvenience this may have caused.
We hope this has been responsive to your concerns. We are committed to providing the best support possible during this difficult time. Should you have any further questions, please let ** know.
Sincerely,
Trip Mate
Claims Department
cc: ************* Fire Insurance CompanyBusiness response
06/14/2022
June 14,2022
**************************************
BBB Serving Southeast ******* and *************
4411 **********.
***************, ** 33407
RE: *************************
Your Complaint ID ********
Claim ID *******
Dear ********************:
Thank you for your recent correspondence regarding the above-noted matter. Trip Mate,Inc. is the claims administrator for Plan UF425V that includes both Part A, a non-insurance Cancel for Any Reason Waiver, provided directly by Viking and Part B, a short-term travel insurance plan underwritten by ************* Fire Insurance Company, and we appreciate the opportunity to address Mr. ****** concerns on behalf of ************* Fire Insurance Company.
The customer expressed concerns with respect to the status of the claim.
Our records show payments were approved on May 31, 2022, in the amount of $8957.60/61 per person. Upon completion of the accounting process, in the next **** business days, the payments will be emailed to ****************** and *************************.
We apologize the accounting process has taken longer than we would like, and we are sorry for any inconvenience this may have caused.
We hope this has been responsive to your concerns. We are committed to providing the best support possible during this difficult time. Should you have any further questions, please let ** know.
Sincerely,
Trip Mate
Claims Department
cc: ************* Fire Insurance CompanyCustomer response
06/15/2022
Complaint: 17289976
I am rejecting this response because: The response from said company, Trip Mate, indicates that we would be receiving our money in **** days from May 31st. As of Today, we have not received payment for this claim. We called Trip Mate this morning, spoke to a representative, and the information given to us was inconsistent with this letter.Sincerely,
*************************Business response
06/22/2022
June 22, 2022
****************************************
BBB Serving Southeast ******* and *************
4411 *************
***************, ** 33407
RE: *************************
Your Complaint ID ********
Claim ID *******Dear ********************:
Thank you for your continued correspondence regarding the above-noted matter. As a
reminder, Trip Mate, **** is the claims administrator for Plan UF425V that includes both Part A,
a non-insurance Cancel for Any Reason Waiver, provided directly by Viking and Part B, a shortterm
travel insurance plan underwritten by ************* Fire Insurance Company, and we
appreciate the opportunity to address Mr. ****** concerns on behalf of ************* Fire
Insurance Company.The customer rejected our previous response stating he was advised the payment would be
mailed to him in **** days.With respect, our previous correspondence indicated that the payments would be emailed to Mr.
***** and his traveling companion after the accounting process was completed in **** days.
The accounting process was completed on June 15, 2022, which was 11 business days from
the date of the approval, and the payments were emailed to ************************* and
****************** on June 17, 2022.We hope this has been responsive to your concerns. We are committed to providing the best
support possible during this difficult time. Should you have any further questions, please let **
know.Sincerely,
Trip Mate
Claims Department
cc: ************* Fire Insurance CompanyCustomer response
06/23/2022
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
06/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have purchased a School Trip ( *****-******-*****)for my child ****** Patcherezova.Enrollment date Mar 26,2019., Invoice Wahler-****-2WUY. Made monthly payments and paid $4,006.00 where I paid $180.00 Travel Protection Plan Plus covered by Trip Made. I cancelled the trip on February 11, 2022 by calling the Explorica **************************************************************************: ************** since the trip was purchased trough them. I cancelled the trip due to my child concern regarding covid-19 regulations, quarantines,isolations internationally. I asked about my refund the Explorica representative. Was told and emailed as well, Explorica is responsible for $857.00 only and since I have purchasedTravel Protection Plus Plan the amount of $2,870.00 is Trip Mate responsibility. Explorica provided a Policy number UF433E to use when I start my claim with Trip Mate. I did exactly what was told. Sent my claim to Trip Mate on February 18,2022 and no solution since on my refund.I have received after 12 weeks the check for $857.00 from Explorica, but have not received anything from Trip Mate.I have waited 12 weeks for Trip Mate to updated the status on my claim # ******** but was nothing to see online. I called 3 times already. the first time was told they don't know why is no solution yet on my claim since 12 weeks passed, but they will expedite. The second time when called was told the same, but the same time Nay stated that the policy number provide from Explorica UF433E is wrong, and they can't find the information they need. I confirmed that this is the number they gave me and emailed me as well. Nay said she will email her supervisor to speed up the process . The third time when I called was told they are unable to provide any update still , but is expedite to call again next week. For 12 weeks no one was able to find any issues with my claim? No one emailed me or called me to asked any questions. Please Help our claim to be solved Regards,********************************* PetiaBusiness response
06/17/2022
June 17,2022
*******************************
Better Business Bureau
Serving Southeast ******* and *************
4411 **********.
***************, ** 33407
RE: Petia Patcherezova On Behalf Of
****** Patcherezova
Your ID ********
Claim ID *******
Dear *************:
Thank you for your recent correspondence regarding the above-noted matter. Trip Mate,Inc., is the claims administrator for Plan A433E that includes short-term travel insurance benefits underwritten by Arch Insurance Company, and we appreciate this opportunity to address your concerns.
The customer expressed concerns with respect to the status of the claim.
Upon review of the claim documentation, the claimant was found not to be eligible for cash benefits under the Trip Cancellation provisions; therefore, in accordance with the Optional Cancel For Any Reason Waiver provided directly by Explorica, we have forwarded the customers file to Explorica who will review for reimbursement of the 75% of their non-refundable travel arrangements in the amount of $2,226.75.
We are sorry that our response could not be more favorable. Should you have any further questions, please contact us at ************************************************************************************.
Sincerely,
Trip Mate
Claims Department
cc: Arch Insurance CompanyCustomer response
06/18/2022
Complaint: 17329169
I am rejecting this response because: I am confused with the response from Trip Mate. I contacted Explorica after I have received this unexpected response from Trip Mate on June 10,2022. Spoke with ***************************** *************************** Representative on June *******. She stated that they have not received the Trip Mate denied refund response. ***** requested a copy of that , so I have emailed her the copy on the same day. She had no too much to say, just to wait again. I have been waiting since February 11, 2022 for my refund. Not sure who is responsible any more since both companies are not communicating with one another and not taking responsibility to refund me.
Sincerely,
Petia PatcherezovaBusiness response
06/28/2022
June 28, 2022
Better Business Bureau
Serving Southeast ******* and *************
4411 **********.
***************, ** 33407
Attn: ***************************
RE: Insured: Petia ************ on behalf of ****** Batcherzova
Your Complaint ID: 17329169
Claim ID: 7092146
Dear ********************:
Thank you for your correspondence, regarding the above-noted matter.
The claimant rejected our response indicating that she was told by a representative at Explorica that we have not forwarded information to their office regarding the issuance of payment under the Optional Cancel For Any Reason provision.
As indicated in our previous correspondence, the Optional Cancel For Any Reason benefit is a benefit directly offered by Explorica. We reviewed the submitted claim on June 10, 2022 and forwarded the information to Explorica for issuance of the benefit.
I apologize Ms. ************ was provided incorrect information from Explorica;however, as this is not a benefit issued by Trip Mate, **** we cannot comment on the delay of the issuance of the benefit or the incorrect information provided.
Ms. Patcherzova must contact Explorica for further assistance.
We are sorry we could not provide any additional information regarding this claim. Should you have any further questions, please contact us at ************************************************************************************.
Sincerely,Trip Mate
Claims Department
cc: Arch Insurance Company
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Customer Complaints Summary
230 total complaints in the last 3 years.
35 complaints closed in the last 12 months.