299 Customer Reviews
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Review from Renate B
1 star09/09/2024
****** * Our dismal AIG saga is as follows: We spent thousands of dollars purchasing AIG insurance for a cruise to *****. We purchased the insurance before our final payment was due, knowing that the cruise company would reimburse 100% of our money if we cancelled by a certain deadline. Unfortunately my husband suffered an unusual and sudden hip situation three weeks after buying the AIG insurance, and needed immediate surgery all of which sadly occurred after the deadline for 100% refund. We applied to AIG for reimbursement of the remaining 50% of the trip cost. After repeated denials, AIG's final determination and denial is based on their conclusion that my husband's arthritis diagnosis was and is due to a "pre-existing condition." Both his orthopedic surgeon and his primary care physician had seen my husband, an active, mobile, working individual a few months prior and both had cleared him for all activities, and had only prescribed an oral medication. AIG does have a "Pre-existing Medical Condition Exclusion Waiver" but it must be purchased on the same day or shortly after the FIRST trip deposit. Had we purchased that waiver, AIG would have had our $4000 for 15 months, and AIG only states it..."may qualify you for the pre-existing condition waiver." Lastly, one can only guess that there is a very limited population of 75 year olds who do not present with some degree of osteoarthritis. Buyer beware, AIG does not appear to be interested in providing any service to travelers, despite their claim: "We are happy to be part of your trip!"Review from Gustavo L
1 star09/03/2024
I bought a policy for a vacation trip to ********* and unexpectedly had to cancel it because my mother entered an intensive care unit and then died. I started a claim with Travel Guard for reimbursement of expenses for my trip cancellation to the *** and expenses incurred, but today, after 5 months and sending all the requested documents, they have not given me any reimbursement. This is absurd. The representative is called ****** ****** and he closed the case.
Travel Guard Group, Inc. Response
09/09/2024
We are sorry to hear this has been a frustrating process for you and recognize the opportunity to better serve our customers. After speaking with our ********************** Department, we understand your claim has been escalated for additional review of your submitted documentation and a representative will be contacting you. We apologize for any inconvenience this may have caused. If we can be of any further assistance, please contact us at **************.Review from Andrew C
1 star09/03/2024
Easy 1 star on this. Would do lower if possible. Had to cancel a flight, they offer insurance for cancellations for a reason, right? Had an important work situation arise, and had to cancel 48 hours after booking the flight. Sent in documentation and even a letter from my work stating the dire situation. Only to be emailed back in response stating "refund is not granted unless terminated or re-located. So yeah that is just absurd. I never make reviews, and the 200$ would be nice to get back, but the flight money is whatever at this point, this review is mainly and strictly for anyone else doing their research before hand on what service you would get from this ridiculous false advertising scam of a company. I strongly recommend never using this at all to anyone reading this. I am going out of my way to make my point here. They hiding behind the small print terms that no one clicks, then make it like applying for a government job to get a refund back.Travel Guard Group, Inc. Response
09/09/2024
We understand the reason presented for the claim (trip cancellation due to being required to work) does not fall within one of the named, covered reasons insured under your policy. Coverage decisions are made according to the terms and conditions of the Policy of Insurance. Should you have any additional questions or concerns, please give us a call anytime at **************.Review from Robert M
1 star08/30/2024
AIG Travel Guard Insurance is a scam. "Does not cover flight delays due to the airline."... Serious? When they sell the policy, it is covered 125% for cancelled flights. I thought that was common sense, so I purchased it. When they need to pay, come up with all the ** excuses. To think that this is a service that is linked by ****** too is a shame. You'll file a claim, and they'll send you their terms and conditions, which is law jargon that basically translates to, "We will pay only if your plane falls down with you in it." Don't fall for this scam; this is what's wrong with America. AIG Travel Guard Insurance makes filing claims so difficult, I am sure, in order to have clients give up. BAIT AND SWITCH TACTIC. RUN FAST! SCAM, SCAM, SCAM!Travel Guard Group, Inc. Response
09/05/2024
Coverage decisions are made according to the terms and conditions of the Policy of Insurance. After speaking with our Claims Department, we understand you filed a trip interruption claim. Your claim was properly adjudicated as the reason presented for the claim (trip interruption due to being unhappy with flight update by carrier) does not fall within one of the named, covered reasons insured under your policy. However, you also proceeded with your trip therefore, it was not interrupted. Should you have any additional questions or concerns, please give us a call anytime at **************.Review from Thomas N
1 star08/28/2024
Like many others, I purchased a plan for a cruise that said I can CANCELL for any reason Had to cancel 5 days prior due to a serious car accident that happeded with my wife's son 3.5 hrs from where we live......In ICU for 3 days with life threating injuries and my wife felt she needed to be with him,(he has no wife, kids) and I agree! I have provided more than asked for information wise to ***, and provided even more after they dedcided to "close" my case!! After waiting for "15 Business Days" for them to process,it is still closed!...After calling today, I was told that it was reviewed again on Aug 21 2024 and still did not have enough info altho, I was never informed by e mail that it was looked at again....I lost $3000 on this, but even the cruise line paid back the port fees, ect of $314 in 5 days after the cancellation...this had been by far, the worst company I have dealt with in all my years of using Insurance Companies.Would have rather been on the cruise than spending several days at the Hospital, but, things happen and is exactly why I purchased the policy thru the travel agent. Never thought I would be treated this way by ***Travel Guard Group, Inc. Response
09/09/2024
We appreciate the opportunity to further review your claim. Following a careful review of the facts for the claim case, we recognized an opportunity to better handle your claim and will have an adjuster call to discuss further. We apologize for any inconvenience this may have caused. If we can be of any further assistance, please contact us at **************.Review from Mark Z
1 star08/28/2024
I think the 1 star rating says it all. Same story payed extra for insurance on a stay with Hotel.coms. On travel day in ******** driving to the hotel from eastern ******** and discovered a bridge was closed down for a safety failure on Highway 50 near *****************. In fact it is still closed down over a month after. It was a 4 1/2 detour to continue. This made us miss the event we were traveling for, and for the safety of my family we chose to return home. Of course *** denied the claim because it wasn't a natural event. This is a 100% scam. Do not waste your money paying extra for this fake insurance policy.Travel Guard Group, Inc. Response
09/05/2024
We understand the reason presented for the claim did not fall within one of the named, covered reasons insured under your policy. Coverage decisions are made according to the terms and conditions of the Policy of Insurance. Should you have any additional questions or concerns, please give us a call anytime at **************.Review from Linda S
1 star08/20/2024
I have encountered AIGs abysmal business practices. A trip (which I take every year), had to be cancelled.My wife underwent Rotator cuff surgery. I had to stay home to care. For her Post Op. After many, many attempts to be payed my refund, they have failed. The licensed Claims Adjustor demands completion of a specific form. I have told ******; I am 73 years old. Unable to fill out and send her the information. She has received and reviewed the requested information,although not ON THEIR Form. They are not up to what they claim to be.*************************Travel Guard Group, Inc. Response
09/05/2024
Coverage decisions are made according to the terms and conditions of the Policy of Insurance. After speaking with our Claims Department, we understand there are details missing on the required documentation to support the reason for the claim. We were notified that a claims adjuster is working with you for these details and has contacted you to discuss information that remains oustanding. Please see our FAQs regarding documents required to file a claim at *********************************************************************************************************************** and if there is anything additional we can help with, contact us at **************.Review from Colleen S
1 star08/14/2024
I purchased this for a trip to ***. I could not go. I had gout and arthritis in my right knee. I could not walk. I submitted a referral from my Primary doctor for an Orthopedic Doctor. I sent her referral for physical therapy. I sent my lab work. I sent cancelled checks. According to the original application, there was a no reason for cancellation and one for cause. I paid $670 towards the trip. Yesterday I received an email saying they have decided on a settlement of $248. Its outrageous. I want to warn everyone that they dont settle in good faith, like I did when I purchased it. I could not walk. I am now in my 5 th week of physical therapy.Travel Guard Group, Inc. Response
08/28/2024
Coverage decisions are made according to the terms and conditions of the Policy of Insurance. After speaking with our Claims Department, we understand the claim was paid for the cancellation penalty value provided by your travel agency, therefore your claim was properly adjudicated. Should you have any additional questions or concerns, please give us a call anytime at **************.Review from Christa A
1 star08/08/2024
DO NOT PURCHASE THIS INSURANCE! My husband and I purchased this insurance on airline tickets to ************. A few months later he was diagnosed with *****************, which is preventing him from doing much of anything, let alone to go on a Safari. They have given me the run around for months. I have given them EVERYTHING they have requested, however, they always seem to find more that I need to give them. They are doing everything not to refund our money. Plus, their customer service appears to be out of *****. Save yourself the trouble and money. Do not purchase this insurance. Total scam. Wish I would have read these reviews first.Travel Guard Group, Inc. Response
08/13/2024
As we understand your frustration, coverage decisions are made according to the terms and conditions of the Policy of Insurance. After speaking with our Claims Department, we understand you have not submitted all the required documentation to complete your claim. We have asked the adjuster to follow up with you to review what is needed. Feel free to check the claim status online at ************************************************************************************** and if you have any additional questions or concerns, please give us a call anytime at **************.Review from Renee R
1 star07/29/2024
I purchased three separate policies in 2024 using AIG travel guard. I purchased one through ******* for air fare. I then purchased a second policy for a summer beach trip in the event we had to cancel. I then purchased a third policy for an international trip where we were caught in a hurricane and did not get to use the amenities in the package we purchased. Fortunately, the only damage occurred was luggage, I was advised through the claims process to reach out to the carrier as well as other third-party such as my homeowners insurance to seek compensation of replacing my damage property. I ended up getting a refund in the form of a replacement luggage through *****. The fact that I purchased insurance that covers damaged luggage and Im being told to seek Compensation elsewhere before they accommodate my services rendered is appalling. The customer service line stays busy. It is very difficult to contact someone however they do start the claims process in a timely manner. Ill communication is recommended through the online process. I would not recommend AIG travel. They take your money theyre very nice and sincere as you purchase their policies, but make it difficult to actually file the simple claim.Travel Guard Group, Inc. Response
08/13/2024
After speaking with our Claims Department, we understand the policy you purchased has secondary coverage for baggage loss/damage. For policies with secondary coverage, the responses from the carrier and other insurance is required before the policy would respond. Should you have any additional questions or concerns, please give us a call anytime at **************.
Customer Review Rating
1.08/5stars
Average of 299 Customer Reviews
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