Monday 19th of December 2016 05:24:52 PM
I purchased Trip Insurance for my 15 year wedding anniversary in June 2018. The insurance cost me $190 dollars. For a nearly $16,000, 7-night trip, I thought this was well worth it. Due to weather delays and flight cancellations we were unable to arrive at our resort on 6/18/2018, so we lost 1 day of our travel. No worries I have insurance... or so I thought.I submitted a claim to Trip Mate on 7/4/18. Complete with Receipts, Itinerary, and all necessary documents, I asked Trip Mate to reimburse 1,852.31 of my expenses. I received a written request for additional information on 8/13/18. What they asked for was exactly what I sent the first time but somehow they wanted it again. I submitted and followed up on email on 8/14/18. Still, no calls or communication from Tripmate other than the letter on 8/13/18 asking for more information, which is interesting since their own website says “if there is any problem with your claim, we will call you personally to discuss our concerns.” No one has ever called me personally, and when I did call I sat on hold for 15 minutes each time until the automated system took my number and asked for a time zone, then hung up. Very interesting since the website also claims “customer service representatives will be available around the clock with average telephone hold times of less than one minute...” and as for the around the clock, that’s also a lie. If you call their number 800 number you will be told the times of their customer service. Also a lie is their phone automated system will tell you “Our goal processing time is 30-days since receipt”. As it has been 3 months since my initial claim and 2 months since my follow up claim, please do not be fooled by their timeline.On 10/10/18 I reached out to my travel agent for assistance as I had still not heard anything. On 10/11/18 I missed the first ever call from TripMate. On 10/12/18, I finally received a call from Ryan **. Ryan informed me that my claim check was cut today for just over $300. I clarified with him and he informed me the number again. This was well below the $1,852.31 that I claimed. Ryan provided no reason for the $1,500 discrepancy. He did say it looks like they “forgot to add my Wife” to the claim. Odd since the paperwork sent in and on file in the claims status clearly shows my wife. Even so, if you double the check, there is still over $1,000 not covered. When I asked if Ryan could confirm why there was a gap, he could not provide a line item breakdown of the payment. I then asked if I could resend him the same info from 8/14 for us to review together, which I did. I agreed there was a large difference in the dollar amount spent per day, and he offered to re-open a claim which could be reviewed in 2 weeks. I mentioned this was unacceptable and asked to speak to a supervisor. He then said there is no policy for supervisors to take phone calls from customers. I then asked for the correct spelling of his name and his supervisor’s name so I could write my review, he all of the sudden said “let me see if I can get my supervisor.” Funny since 1 minute earlier there was no supervisor according to their policy. He put me on hold and proceeded to try and find Ashley ** who is the Customer Service Supervisor. Shockingly enough, Ashley was unavailable, but I have been told I will receive a call in 24-48 hours. In the meantime, according to Ryan, I am back in a 2 week holding pattern for TripMate to review the SAME INFORMATION that was sent in July, then again in August of this year.This is completely unacceptable and does not reflect TripMate's Online Philosophy of “We value our relationships with our many partners: the insurance carriers that we represent, the travel organizations who distribute our products, and, most importantly, the individuals for whom we provide benefits and services.” I can assure you I do not feel valued.I can’t stress enough that if you are searching for insurance for your next trip, please DO NOT CONSIDER TRIP MATE. You will regret your decision, as we do. PS… My call was fully recorded, including Ryan ** letting me know that he could not find any communication to us over the past few months even though they claim a 30 day response, so if there is any question about the above statements, I challenge Trip Mate to release the recording for review.