ComplaintsforTravel Guard Group, Inc.

Travel Insurance

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Initial Complaint
07/05/2024
Complaint Type:
Order 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 trip for my family to *******. I purchased trip insurance and before our trip my husband lost his job. I submitted all required paperwork including a notarized letter from the company stating he was terminated. The reason for denial I received was this: According to the information provided, you filed a claim because your trip was cancelled due to employment termination. Please be advised the policy offers reimbursement only for cancellations that are due to job lossThat is exactly what this is. Job loss. I need this money back to take care of my family and I cant stop crying. We desperately need and deserve this money back.
Business response
07/15/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by *********
******* with the Better Business Bureau of Wisconsin regarding a Trip Protection
Plan underwritten by ************** Fire Insurance Company of **********, ***
We have completed our investigation of the concerns that were expressed by Ms.
******* and our response was sent directly to ****************** on July 15, 2024, via
email **********************.
Should you have any questions or require additional information, please contact me
directly and reference our file number, GCS-518251.
Sincerely,
***************************
Customer response
07/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

I will be filing a case with small claims court to attempt to recover my money. It is not right when we prove job loss to deny refund no matter the date I booked. Our family is in desperate need of that money, and to deny it just shows how horrible insurance companies can be. Our family is suffering.

Regards,

*********************************
Initial Complaint
06/29/2024
Complaint Type:
Order 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.
Short summary- we had a family trip scheduled to stay with my father in *******. There was a forest fire (Colt Fire- Montana) and my father was forced to evacuate. The roads to and around his home were closed to travel.I submitted every document the company asked for- hours of work.They replied with a denial. I have requested phone calls with no reply.We purchase travel insurance for the unforeseeable events that might cause us to have to cancel.We lost 5 flights totaling $1632. I will never do business with this company again.
Business response
07/09/2024
On Tue, Jul 9, 2024 at 1:54 PM *********************** <************************************************; ************** Examiner:

Please allow us additional 5 business days to provide a response to the above referenced complaint. We apologize for the delay. Please contact me directly if you have any questions regarding this complaint file.

Thank you,

****************** Amoamah

AIG

*********** of the Americas

******************-1304
Business response
07/10/2024
Dear Examiner:
Please accept this response to the above captioned complaint that was filed by the
Complainant with the Better Business Bureau of Wisconsin.
We have completed our investigation of the concerns that were expressed by the
Complainant in the complaint, and our response was sent directly to the Complainant
on July 10, 2024, via email.
Thank you for the opportunity to respond to the complaint. Please contact me with any
additional questions regarding the above.
Sincerely,
****************** Amoamah
Initial Complaint
06/26/2024
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.
My refund has not been issued and it was approved in March. No one is helping me.
Business response
07/03/2024
Attached, please find our request for additional time to respond to the subject complaint, until July 15, 2024.

We apologize for any inconvenience. Please contact me should you have any questions or concerns.

Thank you in advance.

Sincerely,

*****************
Analyst - Consumer Complaints

American International Group, Inc. (AIG)
Business response
07/03/2024
Dear ****************:
This Department respectfully requests an extension to respond to the above referenced complaint. At this time, we are gathering additional necessary
information. Please allow a brief extension until July 15, 2024. Please be assured
that we will respond to the issues raised in the complaint.
We apologize for any inconvenience. Should you have any questions please do not
hesitate to contact the undersigned.
Thank you in advance.
Sincerely,
Bena Ochs
Business response
07/15/2024
Dear ****************:

We submit this letter in response to the complaint that was filed by ********************* with
the Better Business Bureau of Wisconsin regarding a claim under a Package
Protection Plan underwritten by ************** Fire Insurance Company of
**********, **. (NUFIC).
We have completed our investigation of the concerns that were expressed by Ms.
**** and our response was sent directly to her on July 15, 2024 via email.
Should you have any questions or require additional information, please contact me
directly and reference our file number, GCS-518062.
Sincerely,
*****************
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
AIG Travel Guard (AIGTG) insurance purchased for my family.Spirit flight was disrupted and canceled on 05/15/2024 and as a result since late notice flight passengers have to rebook canceled flight for earliest available next day using hotel, foods and transportation expenses.AIGTG receive required documents and paid only for flight delay using only one day receipt expenses. After speaking with claim adjuster ***************************** I learn that adjuster did not review correctly submitted documents and overview and mishandling Spirit canceled flight and disrupted flight notice as the delay flight status. Adjuster overlook second day canceled flight expenses minimizing insurance policy payments creating not clear status of policy final payment.Also, several emails sent to AIGTG customer support for ******************** to clarify policy calculation however adjuster ignore multiple times customer requests.Other passengers who use same canceled flight received expenses for two days. I am looking positively that adjuster and AIGTG Management can correctly review all submitted documents and pay correct amount using submitted documents.
Business response
07/05/2024
Dear ****************:

This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information. Please allow a brief extension until July 19, 2024. Please be assured that we will respond to all issues raised in the complaint.

We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned. Thank you in advance.

Sincerely,

*************************

Customer response
07/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
Since contacted BBB for assistance I finally receive from insurance company adjuster the majority of canceled flight expenses.
I received an email that adjuster agree to pay provided receipts and expecting receiving check after long running communications with Travel Guard and adjuster.
Believe that Travel Guard was very responsive after BBB step up.
Thank you so much for your great professional assistance supporting hard working US families

Regards,

*****************************
Initial Complaint
06/23/2024
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 purchased the insurance for my travel experience and this company has denied my claim. There was a National Weather Advisory that made it impossible to fly, however those weather conditions were not good enough for cancellation. I also explained that flying under those conditions caused and escalated my anxiety(mental illness) causing extreme conditions under which hindered my ability to fly such as Crippling anxiety attack due to strenuous extreme severe panic due to ************************* unbearable wind advisory and intolerable weather conditions. The anxiety caused chronic chest pain causing rapid heart rate, chest pain, difficulty breathing, nausea, diarrhea preventing my ability to fly. I have attempted several times to resolve this dispute however my claims professional *************************** is not responsive and severely unprofessional and caused extreme delay through extreme phone tag. *** has an extremely bad reputation and notoriously infamous for not compensating for their claims.
Business response
07/02/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
complaint. At this time, we are currently gathering additional necessary
information. Please allow a brief extension until July 12, 2024. Please be
assured that we will respond to all issues raised in the complaint.
We apologize for any inconvenience. Should you have any further questions
please do not hesitate to contact the undersigned. Thank you in advance.
Sincerely,
***************************
Business response
07/12/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by ******
******** with the Better Business Bureau of Wisconsin regarding a Hotel
Booking Protection Plan underwritten by ************** Fire Insurance
Company of **********, Pa.

We have completed our investigation of the concerns that were expressed by
******************** and our response was sent directly to ******************** on July
12, 2024, via email ********************.

Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-517927.
Sincerely,
***************************
Initial Complaint
06/21/2024
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 filed a claim for Cell Phone repair / Cell phone insurance. The policy states it is for accidental damage, not normal wear and tear. My phone simply did not turn on one day, so I sent it to ******* Repairs and paid for the repair out of pocket, expecting reimbursement from AIG Travel Guard. When I filed my claim, they said that the repair ticket did not state accidental damage. Although this is technically true, the repair ticket also did not state ANY cause or nature of damage, only that the assembly was broken and required repair. My argument is that 1) there is NO documentation stating that the damage was NOT accidental, and 2) The damage WAS accidental in nature. After multiple emails of me trying to understand how they were determining that the nature of the damage was not accidental, and them not being able to show me how in the repair ticket, they closed the claim on me.
Business response
07/02/2024
**SEE ATTACHED DOCUMENT**
Customer response
07/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***********************
Customer response
07/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Your policy offers that coverage is based on a binary decision. Claims are assessed as "Accidental" (covered) OR "Normal wear and tear" (not covered). In the repair shop documents, it is never stated that the phone either was OR was not damaged due to accidental causes. However, as you have already referenced my multiple emails with the adjuster, she continued to explicitly state that the shop "made no mention of accidental damage". My reminder is that the omission of a statement or fact does not make the that fact true.
Second, to imply, as again the adjuster has multiple times, that because the damage "is not accidental", then it is considered "normal wear and tear", is faulty logic. Specifically, normal wear and tear is considered degradation of a product based on expected usage. In this case, the phone literally stopped working. So to judge this as normal wear and tear is to imply that normal usage of a phone is expected to result in the phone being suddenly and completely inoperable. I wonder what the ******* designers would think if you asked them if "normal wear and tear" should result in their phone being bricked?
To summarize - I insist that my phone broke, not because of normal wear and tear. Just because I can not specifically identify the root cause of the phone failing does not automatically make it true that it was not due to accidental damage.

Regards,

***********************
Business response
07/19/2024
Dear ****************:

We submit this letter in response to the follow up complaint that was filed by
*************************** with the Better Business Bureau of Wisconsin regarding a
claim under Trip Delay/Trip Interruption Insurance available to American
Express Card Members at no additional charge. We note that the coverage
was offered under a group policy issued to the **************** Travel
Related ********************* and its Related Grantor Trust and was
underwritten by New Hampshire Insurance Company (NHIC). AIG
Claims, **** is the administrator handling the claim on behalf of NHIC.
We have completed our investigation of the concerns that were expressed by
************ in the follow up complaint and our response was sent directly to
him on July 19, 2024, via email.
Should you have any questions or require additional information, please
contact me directly and reference our file number.
Sincerely,
*****************
Customer response
07/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for responding to my claim and complaints. We have both made our positions explicitly clear, and yet, remain at what seems to be an impasse. I appreciate your time and attention in this matter, and will request that this complaint be closed with my dissatisfaction noted.

Regards,

***********************
Initial Complaint
06/19/2024
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.
CLAIM # UC8114670410 I travelled , my flight got over a day delayed, I paid a hotel at my connection and 1 day got paid too much at my destination. After they said they issue a check for $183(day at the hotel I missed), they said it was a mistake,for greedy reasons. They said only $100 for my stay at my connection airport-hotel wher I paid over $350. This happened on the 1st week of April 2024, today June 19, 2024, still nothing!!! they made another mistake by sending the check to a wrong address after I had called 7 times to spell the address! *********************** and *********************** were my claim adjusters, they are useless!!!
Business response
06/28/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
complaint. At this time, we are currently gathering additional necessary
information. Please allow a brief extension until July 8, 2024. Please be
assured that we will respond to all issues raised in the complaint.
We apologize for any inconvenience. Should you have any further questions
please do not hesitate to contact the undersigned. Thank you in advance.
Sincerely,
***************************
Business response
07/02/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by *****
****** with the Better Business Bureau of Wisconsin regarding an
International Air Ticket Plan underwritten by ************** Fire Insurance
Company of **********, Pa.
We have completed our investigation of the concerns that were expressed by
Ms. ****** and our response was sent directly to Ms. ****** on June 2,
2024, via email *******************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-517878.
Sincerely,
***************************
Initial Complaint
06/13/2024
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.
Bought travel insurance due to my chronic back pain. Im unable to ride in my car for any length of time due to back spasms but my back had improved so I booked a trip with Expedia to the Jersey shore and bought the extra insurance just in case. My back went out 3 days before I was due to travel so I cancelled and filed a claim which was less than $200 for the trip. They declined it even when back issues was on their pull down menu and I used that option on their claim form.
Business response
06/20/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by *****
******** with the Better Business Bureau of Wisconsin regarding a Hotel
Booking Protection Plan underwritten by ************** Fire Insurance
Company of **********, Pa.
We have completed our investigation of the concerns that were expressed by
******************** and our response was sent directly to ******************** on June 20,
2024, via email *******************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-517775.
Sincerely,
***************************
Initial Complaint
06/04/2024
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.
CLAIM#CX663747672. On February 2/21/2024, ******** Airlines cancelled our flight #**** due to weather. Our vacation was paid for with **************** Credit Card. As a Amex member travel coverage is provided by Amex, through **** underwritten by New Hampshire insurance Company. Due to our cancelation and being at a very small airport where only 2 flights operate per day, we were forced to rent a vehicle ($300) & drive 2.5 hours to a different airport, stay at a hotel ($302.63) & purchase new airline tickets ($1578.10) for the next day 2/22/24, not to mention the food ($229.95). On 3/14/24, I submitted a claim to *** with the requested documents, credit card statements, airline receipt, hotel receipt, car rental receipt, food receipt etc.. including a letter from ******** Airlines with the cancelation reason (this was not good enough). My claim CX663747672 was denied, '"We must inform you there is no coverage under the Trip Interruption Insurance benefit for the claim presented" . I tried to reach a Claims ********** Manager because it has been very hard to reach the adjuster. Still waiting for that phone call. On the same day of this denial 5/15/24, I received another email stating I will be receiving a check "Trip Delay benefit for lodging, transfer, meals paying policy limit of $500". Then on 5/29/24 I received another email: Explanation of Payment(s): Trip Interruption benefit for airfare from PSE>MCO in the amount of $338.00. I'm sorry to say our Delta Airfare due to ********'s cancelation was in the amount of $1578.10 to get back home. I will be contacting the ********** of ********* transport authority, as well as legal representation. I asked the adjuster for information on how to file an appeal & no information has been received as of today 6/4/24. Also, no return phone call from Management.
Business response
06/14/2024
Dear ****************:
We submit this letter in response to the complaint filed by *******
********* with the Better Business Bureau of Wisconsin, which alleged an
incorrectly paid claim regarding Trip Delay/Trip Interruption Insurance
available to **************** Cardholders at no additional charge. We note
that the coverage was offered under a group policy issued to the American
Express Travel ***************************** and its Related Grantor Trust
and was underwritten by New Hampshire Insurance Company (NHIC);
AIG Claims, **** is the administrator handling the claim on behalf of NHIC.
We have completed our investigation of the concerns that were expressed by
********************************* and our response was sent directly to her on June 14,
2024 via email to ********************.

Should you have any questions regarding the above or require additional
information, please do not hesitate to contact the undersigned.
Sincerely,
April Piniella
Consumer Complaints Analyst
Customer response
06/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have requested for *** to provide me with information on the appeals process multiple times. They have not provided me with the requested information. I understand I have the right to an internal appeals process. Do I contact the Insurance Commissioner or ************************** I have never been in this situation and I'm trying to solve this matter correctly.

Regards,

*********************************
Business response
06/24/2024
Dear ****************:
We submit this letter in response to the follow up complaint filed by *******
********* with the Better Business Bureau of Wisconsin.
We have completed our investigation of the concerns that were expressed by
********************************* in her follow up complaint, and our response was sent
directly to her on June 24, 2024 via email to ********************.

Should you have any questions regarding the above or require additional
information, please do not hesitate to contact the undersigned.
Sincerely,
April Piniella
Consumer Complaints Analyst
Initial Complaint
06/04/2024
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.
ON MAY 20/24 I reserved a rental car using Expedia and added an insurance policy for the car for $198. My credit card was charged $198 the next day even though my car rental did not start til Jan 8/25. I cancelled the insurance policy on May 22/24 and got an email confirming the cancellation. I call the insurance CO (AIG) on June 4/24 and was told the refund could take 15 business days.The policy no is Travel Guard ******** Expedia never told me that the insurance policy was not by the rental car *** and the I would be charged immediately until I got an e-mail with the policy details. 15 business days is to long for the refund.
Business response
06/14/2024
Dear ****************:

This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information. Please allow a brief extension until June 21, 2024. Please be assured that we will respond to all issues raised in the complaint.

We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned. Thank you in advance.

Sincerely,

*************************

Business response
06/21/2024
Dear ****************:

This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information. Please allow a brief extension until July 2, 2024. Please be assured that we will respond to all issues raised in the complaint.

We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned. Thank you in advance.

Sincerely,

*************************
Business response
07/02/2024
Dear ****************:

This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information. Please allow a brief extension until July 16, 2024. Please be assured that we will respond to all issues raised in the complaint.

We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned. Thank you in advance.

Sincerely,

*************************

Business response
07/16/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by ******
********** with The Better Business Bureau of Wisconsin against National
Union Fire Insurance Company of **********, Pa. regarding a claim.
We have completed our investigation of the concerns that were expressed by Mr.
**********, and our response was sent directly to him on July 16, 2024.
Should you have any questions or require additional information, please contact
the undersigned and reference our file number GCS- 517498.
Sincerely,
*************************

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