Business ProfileforTravel Guard Group, Inc.

My daughter and I purchased travel insurance for a trip to *****. The flights were May6 2024 to May 12 2024. I called ***** travel guard) and asked if the insurance covered medical issues Their agent, *****, told me it was the top line on coverage .On April 29 2024 I had back surgery. Travel guard was notified after that and asked us for documentation. I emailed the medical appointment letter showing pre surgery date and surgery date and follow up of May 30. ****** emailed back about a week later. Denied. If we had more info to send it. I then got a note from Dr ****** for the surgery stating I could not fly. Waited 10 days and I called them May 28. Agent **** 1st said its pending then put me on hold and said denied. I asked to speak to a supervisor and was told the case worker that denied it has to handle it. I asked to speak to her and was told shed call when she can. My daughter and myself had our phones with us and there were NO missed calls and yet the case worker, **************************** emailed my daughter, ******, saying she couldnt reach us ( this was all May 28) ! ***** did send another email stating surgery is not a covered peril I emailed back we have no missed calls and to please call me . Instead She sent forms requesting a medical certificate from my primary dr with all dates of visits along with Treatments and dates And when symptoms started. They then want me to sign a medical records release! Id say this is a privacy issue! They have the surgery dates pre and post as well. Also the dr note not to fly. I am totally not comfortable sending them my private medical info. Seems like unfair business practice. Not to mention its been weeks of them putting us off. We do have the emails if you need to see them. The insurance was 108$. The flight for myself was ****** thank you. How can back surgery with a fusion (and a dr **** stating I cant fly) be denied for reimbursement??