ComplaintsforTravel Guard Group, Inc.

Travel Insurance

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Initial Complaint
07/19/2024
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.
I had booked a flight to visit family whom I've met once in my life. My aunt was diagnosed with cancer and passed away before my scheduled trip. I couldn't afford the almost ****** to reschedule my trip so I flew on a different airline to my half sister that I had never met before and rode with her.I contacted *** did the steps they said then filed my claim. My claim was closed immediately all because I didn't submit a letter that I wouldn't be using flight credits. Which in 2 prior calls was never mentioned. They all want money up front but want you to wait 8 plus weeks to get your money back. I will never ever use united airlines or aig travel gaurd insurance. They cause an already grieving person more grief. Their lack of communication is the major issue. They should have reached out before closing the claim which puts me back at the bottom instead of where I was in the first place.
Business response
07/30/2024
Dear ****************:
This Department respectfully requests an extension to respond to the abovereferenced complaint. At this time, we are gathering additional necessary
information. Please allow a brief extension until August 9, 2024. Please be assured
that we will respond to the 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,
Bena Ochs
Business response
08/09/2024
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 Domestic Air
Ticket Plan, underwritten by ************** Fire Insurance Company of **********,
Pa. (NUFIC).
We have completed our investigation of the concerns that were expressed by Mr.
****** and our response was sent directly to him on August 9, 2024 via email.
Should you have any questions or require additional information please contact me
directly and reference our file number, GCS-518576.
Sincerely,
Bena Ochs
Initial Complaint
07/17/2024
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.
I booked a trip to visit a friend and the friend had to cancel. I knew I purchased the insurance just in case something happened. Turns out I needed to use it. The presentation of the insurance makes it sound like even if you don't want to go on your trip, you would receive refund. They also make you cancel your flight before applying for the insurance. Again, if I had known that my reason was not allowed for refund I would have taken the trip rather than wasting $700
Business response
08/02/2024
**SEE ATTACHED DOCUMENT**
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 8th I purchased a travel protection plan for my trip to *********** from 7/14 to 7/18/2024. I found out in June that I have to have surgery. My surgery was scheduled for 7/2 and changed to 7/18. Due to my surgery, I was not able to travel. I submitted my claim to receive my money back for the hotel in the amount of ********. I have provided medical documentation from my doctor indicating that I was able to travel when I purchased my trip. They have denied my claim twice for a pre-existing condition and no documentation indicating that I could travel when I purchased my ticket. A fracture does not typically limit someone from traveling. Also, when I purchased my trip the podiatrist had released me. It was only in June that I found out that my fracture was not healing and required surgery. Again, I have provided 2 medical notes from my doctor indicating this, but they keep denying my claim. I am so frustrated and disappointed in this travel protection plan.
Business response
07/26/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
follow-up complaint. At this time, we are currently gathering additional
necessary information. Please allow a brief extension until August 5, 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
08/05/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
follow-up complaint. At this time, we are currently gathering additional
necessary information. Please allow a brief extension until August 15, 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
08/13/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by *****
Sambou with the Better Business Bureau of Wisconsin regarding a Package
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 August
13, 2024, via email **********************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-518495.
Sincerely,
***************************
Customer response
08/16/2024
[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.

Regards,

***********************
Initial Complaint
07/15/2024
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 bought travel insurance for my trip. On the day we were supposed to go on the trip, my partner was extremely ill with *****. Illness is clearly outlined in the insurance policy under unforeseen circumstances. We provided all documentation from his health care provider. I filed a claim to get a refund for my trip. My claim was denied. In the email they sent, they stated that I lived in *******************. I reside in ********, so I was sure they made a huge mistake by accident. I called and spoke with customer service and asked them to please do the right thing and refund me, they declined. I am so disappointed. I just want my money back. I am a paying customer, and it is their duty to make things right with me.
Business response
07/26/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by
**************************** with The Better Business Bureau of
Wisconsin against ************** Fire Insurance Company of **********, Pa.
regarding a claim.
We have completed our investigation of the concerns that were expressed by
************************, and our response was sent directly to her on July 26, 2024.
Should you have any questions or require additional information, please contact
the undersigned and reference our file number GCS- 518465.
Sincerely,
*************************
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
07/01/2024
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 Travel Guard insurance for two travelers for our trip to ********** in February 2024, booked through Expedia. During our trip, we had an emergency that required us to cancel our return flight and book a new one for a different day.I spent four hours on the phone attempting to get support, initially contacting Expedia customer service. I was repeatedly transferred to different representatives, each time being told to contact another number, resulting in a frustrating runaround with no resolution.Ultimately, I had to purchase new return flights at a cost of $809.16 after hours of receiving no assistance. I then filed a claim on the Travel Guard website and was assigned a claim adjuster who has never reached out. The issue remains unresolved.Trying to get support during an emergency was nearly impossible, and the process has been made unnecessarily difficult, leaving me without the help I needed and out of pocket for the additional flight costs.
Business response
07/11/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by *****
**** with the Better Business Bureau of Wisconsin regarding a Package
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 11, 2024, via
email *******************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-518125.
Sincerely,
***************************
Customer response
07/11/2024
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.

After reviewing your response, I have identified several inaccuracies. The response indicates that *** contacted me via email on the following dates: March 11, 2024, April 24, 2024, and May 8, 2024. Additionally, it is claimed that I was contacted via email following my May 22, 2024 email on the following dates: May 24, 2024, Jun 8, 2024, and June 23, 2024.

I have thoroughly reviewed my records and have not received any emails on the aforementioned dates. If the company has records of these emails, I request that you provide proof, as my records show no such correspondence.

The letter also states that I was contacted via phone by an adjuster on July 8, 2024. While I did receive a voicemail on that date, there is no record of an email for the same day.

On July 11, 2024, I called the phone number provided in the voicemail. During this call, I spoke with a representative and expressed my concerns regarding the claim process and the lack of communication. I requested a direct phone number or email for my claim adjuster, but the representative informed me that this information could not be provided. Instead, they offered to arrange a callback from the adjuster within the next 48 hours.

I expect a prompt resolution to these discrepancies and clear communication moving forward.

Regards,

*******************
Business response
07/22/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
follow-up complaint. At this time, we are currently gathering additional
necessary information. Please allow a brief extension until August 1, 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
08/01/2024
**SEE ATTACHED DOCUMENT**
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
06/22/2024
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.
I booked & paid for a flight to ****** which a month later had to cancel for medical reasons. While your website claims to accept "cancelation for any reason", Aon Affinity/AIG insists on violating my medical privacy by breaking the ***** law. I've called AARP, EXPEDIA and ***** Airlines but none of them will help. Amazingly enough, they were all very helpful when I was shopping with them but now they suddenly can't help?!I managed to get a cancellation number #****** but they will not give me a refund if I don't give them access to my medical records! I've never heard of anything so ridiculous and just because it's in a contract, it doesn't make it valid or legal! As of now I'm submitting this for investigation to BBB and if necessary I will also ask my District Attorney to look into this for fraud.I am seeking a refund returned to my original credit card on file. I don't want a future trip as this has left a bad taste in my mouth.*************************************** Trip Protection Plus #********* Claim Number UC8114817486 Booking #************** Booking Date 4/8/2024 Travel Date 6/10/2024 Total Amount $1,749.50 Insurance provided by:Claims Department AON Affinity ***********************************
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 17, 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
07/17/2024
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 31, 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
08/01/2024
**SEE ATTACHED RESPONSE**

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ComplaintsforTravel Guard Group, Inc.

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