AIG Travel Guard claim - Update

I didn't use Travel Guard, but it took more than three months to get a result for my travel insurance claim for travel in June (here's my post about it). I suspect it is likely the same for them - backlog from a lot of summer travel drama and I suspect like many industries, staffing shortages. Keep an eye on your claim and hopefully they'll get it processed soon.

Mary, I filed a trip delay claim with Travel Guard on June 18 and I'm still waiting. On August 2 they requested more documentation, which I provided the same day. I called today about the delay (not the first time) and was told there was still this huge backlog. I've filed a complaint with my state insurance commissioner's office, and they have asked Travel Guard to respond within three weeks. When I bought the policy in early May, Travel Guard's website said claims were normally processed within 15 business days. It's been four months since I filed and ten weeks since I provided the info they requested.

My claim is for several nights' hotel after a positive Covid test that delayed my return home. It seems simple and straightforward, involving no medical costs. I no longer trust this company. However, ironically, they have been prompt in answering my repeated calls to their 800 number instead of playing music forever as the airlines do. I just wish the calls had produced some progress.

Good luck dealing with this company. I'm glad RS no longer promotes it.

Thanks, CL and Dick. It looks like all of the insurance companies have a backlog of cases. I have submitted a very detailed summary of exactly what happened (dates, flight numbers, receipts, etc). I was as thorough as possible in my claim. If Travel Guard doesn’t pay up I can afford to eat the cost but when you have insurance you shouldn’t have to.

I don't know whether Travel Guard reads these posts or read the letter from our state insurance commissioner about my complaint, but today they called to tell me the check is in the mail. Seems the adjuster went on maternity leave. I hope she has a healthy baby and much joy as a mother, but I wish someone had taken on her workload when she left. You'd expect an insurance company to have a system for that. I look forward to the check but I don't think I'll be returning to Travel Guard in the future.

Mary, maybe your claim was assigned to the same adjuster, I'll PM you with the name so you can follow up if necessary.

UPDATE - I contacted the State of Nevada Insurance Commission a few days ago and filed a claim against AIG. I have now been informed by AIG Travel Guard that my case is closed and that a check is being issued covering my loss.

Another proof that the squeaky wheel often gets the grease.

Mary, thanks for the update. Interesting that both you and Dick finally got taken care of after notifying your state’s Insurance Commissioner.

Mary, thank you for your follow up. Kudos to both Nevada’s & WA State Ins Commissions.
Glad to hear that you & Dick received swift action.

Can anyone recommend a travel insurance company?

Well, not Travel Guard based on Mary's and my experience. (My check arrived today, but only after my state insurance commissioner's office contacted the company.)

A couple of websites are useful to shop for travel insurance; Insure My Trip and Squaremouth. They help you search for the kind of coverage you want and help you understand what that is. Here's our host's advice on the subject.

We filed a claim (with TravelGuard) for a trip in May where we had to quarantine in Sarlat France for 10 days, hence missed half our Loire and south of France tour - plus extra days we had booked for Antibes. It has taken months and calls and still more documents, but finally we received notice that our claim was approved! About the full 100% amount we claimed. Now waiting on the check to arrive. Hang in there, they are really busy. So this is about 5 months running to get the claim payout.

Don’t buy insurance from Seven Corners. They denied our claim where my wife tested positive for Covid and was quarantined to a separate room on the ship and could not leave the room until the cruise ended.

We got our check from AIG at his afternoon for our trip delay/interruption. It pays to stay on top of these things. Thanks to all on the forum and especially Dick for your help. I always get good info and learn a lot from RS forum posters.

I have had two claims with AIG outstanding since May, and now from a separate trip in November, 2022, I have a much more serious medical and trip interruption claim that is being slow rolled. AIG does not pay claims. Go elsewhere. In contrast, when I had a major medical claim with John Hancock three years ago, they paid promptly, delivered on their promise of evacuation assistance--including a nurse flown in from Singapore to Beijing, who flew with me all the way home to Florida. But, all I get from AIG Travel Guard is continuing e-mails saying: "We are reaching out with respect to the claim you have filed referenced above. Our objective is to promptly inform you of our decision with respect to your claim; however, we need additional time to complete our claim review. You are a valued customer, and we are working diligently to address your request." AIG DOES NOT PAY legitimate claims. Next stop: Florida Insurance Commissioner.

Ok, folks, you have to understand what travel insurance covers and what it doesn’t cover.

Travel insurance will reimburse you for expenses you incur as a result of a “covered event”. That is what it says in the policy., and the covered events will be defined in detail. You have to have a “covered event” and a financial loss. Insurance does not compensate you for disappointment or loss of expected pleasure from your trip.

So compare the posts above about covid and quarantine coverage. The people who had additional expenses for quarantine after testing positive will get their claims paid, although it took awhile and prodding from the state insurance commissioner.

But unfortunately the person who was confined to her cabin on the cruise ship after testing positive had no extra expenses the insurance could reimburse her for. I am sure she was very disappointed about losing out on the fun experiences she expected from the cruise, but that is simply not the kind of loss that travel insurance covers. And I bet that they were informed by the cruise line that this confinement would happen if someone tested positive during the cruise, so it is not like they can claim they were surprised or tricked.

I have had two occasions where I filed a claim for expenses for a trip canceled at the last minute due to serious illness or injury. In both cases the claim was paid promptly.

The first time was with a Canadian company when we had to cancel a ski trip to Whistler; I used the insurance that came with the ski package and do not recall the name of the company.

The most recent time when we had to cancel a road trip to Banff because my husband had a severe town hamstring. He was on crutches and could not sit in the car comfortably, nor would he be able to hike when we got there, which was the intended purpose of the trip. We had booked an expensive backcountry lodge and it was non refundable. We submitted copies of his medical records and a note from the doctor saying he should not travel at all. The insurance was through Berkshire Hathaway and they paid promptly. I would use that company again, but it doesn’t always show up as an option when Insearch using Insuremytrip.com or Squaremouth.

Thank you for that info, Lola. I am looking for another insurer and will look at that one.

Lola, her is the company you reference in case anyone is interested (I am): https://www.bhtp.com/international-travel-insurance