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What to do about Travelguard denied insurance claim?

What to do about Travelguard denied insurance claim?

Mar 19th, 2011, 09:01 AM
Join Date: Mar 2011
Posts: 298
in the UK, travel agents don't even like letting you out the shop unless you purchase travel insurance (and i'd never consider travelling outside of europe without it) but i meet very few people outside of the uk who even consider it, is it just that difficult to make claims?
fredandgingermad is offline  
Mar 19th, 2011, 10:09 AM
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Even if it is a matter of old policy of vs new policy, I would take a good look at the old policy. The rewriting in the new policy might actually give you an argument as to why your issue is covered under the old policy.

The old DOC might have said something like: "You are covered if the hotel is rendered uninhabitable".

Based on maybe they got claims that saying that "uninhabitable" was due to too many bugs or too much noise or thin walls. So they clarified it to say what uninhabitable meant in the new policy. In this case, your issues WERE covered.

Sounds like TravelGuard is getting ready to do the right thing, though.
mrwunrfl is online now  
Mar 19th, 2011, 10:26 AM
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The DOC at travelocity today does cover "no water or electricity". It is dated October 2009.

It also says that it is NOT APPLICABLE to residensts of TEN states! Sez to go to travelguard.com/fulfillment or call a phone number.

This is what I foud:
mrwunrfl is online now  
Mar 19th, 2011, 10:29 AM
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I got to that DOC by following links at travelocity when I went through the process of booking an air+hotel package, but stopped short of purchasing.
mrwunrfl is online now  
Mar 21st, 2011, 08:22 AM
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fredandgingermad - I believe more and more people in the US are purchasing travel insurance - especially with the events going on in the world today. I've never heard of not purchasing because of a claim issue though it maybe because of lack of knowledge of how travel insurance could truly benefit them if a mishap occured while on vacation.
Anne_Traveler is offline  
Mar 21st, 2011, 09:50 AM
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Leah12, the nightmare comes from confusion over which policy the OP bought and not (yet) about what the purchased policy covers.

What I learned from this thread is that we need to be more proactvie when a claim is denied. The insurance company might be confused so we should not rely on them.

In the OP's case the policyholder needs to be able to at least identify the policy
mrwunrfl is online now  
Mar 21st, 2011, 10:10 AM
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oops. continuing that post:

The policyholder needs to be able to at least identify the policy that applies.

In the OP's case I am pretty sure that means calling the company and telling them that the applicable policy is "Travel Protection Plan 008616 P3 10/2009".

The policyholder might then trust the insurer rep to read and understand it, but better would be that the policyholder understands it.

In this case, the trip cancellation and interuption coverage, part (d) covers the "Destination being made Uninhabitable by Natural Disaster" (the uppercase first letters in those terms identify them as being defined in the policy.

Their definition of Destination is met by the destination being shown on the travel documents. Natural Disaster includes hurricane and flood. Definition 4) of Uninhabitable is "the rental property is without electricity or water". Even the word "or" is important there if the Destination had electricity!

It is a valid claim if that is the plan. The plans applicable to different states PROBABLY have the same coverage and definitions.
mrwunrfl is online now  
Mar 21st, 2011, 10:18 AM
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I reread the OP. Maybe the policy I found at travelocity, apparently dated 2009, does not apply. The lesson learned is to read and downloading & saving the policy before buying it. It is provided beforehand and probably is required by law.
mrwunrfl is online now  
Mar 22nd, 2011, 06:38 PM
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Anne_Traveler - I noticed that all 4 of your posts on Fodors, going back over the last year, are about travel insurance. Is that a particular interest of yours?
travelgirl2 is online now  
Mar 7th, 2013, 07:50 AM
Join Date: Mar 2013
Posts: 1
A few years late, but I'm an insurance agent and have a few thoughts that may be helpful to future travelers...

Generally speaking, insurance policies require insureds to take reasonable steps to mitigate losses. It's typically not okay, and a claim wouldn't be paid, if you do not take steps to reduce losses. For instance, if the roof blew off your house and you didn't take reasonable steps to cover it, the insurance company would probably deny claims for property damage caused by failure to cover the roof with a tarp. In the case of travel insurance, if the airline would have refunded any amount, but you did nothing to request refund, then the claim would be denied.

In reading posts above, it appears TravelGuard did, in fact, step up to the plate and take care of your problem. TravelGuard is an excellent company with wonderful claims handling.
InsureCLE is offline  
Mar 8th, 2013, 08:51 PM
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Nice to have inside track info here.
annw is offline  
Mar 10th, 2013, 04:32 PM
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About buying travel insurance because you can't collect: we've collected twice, the first because of a broken shoulder and the last one because of a new diagnosis of sleep apnea. We didn't think that one would fly, but it was covered. That was Allianz travel.
Underhill is online now  
Oct 23rd, 2013, 05:07 PM
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I have just had a bad experience with Travel Guard. I needed to see a doctor in the United States when I was there on vacation. It was a very simple matter and did not relate to any of my medical history. I obtained pain relief to travel home.
Since my return I have been harassed and sent demands for access to my complete medical history (I am 62!) It culminated in a phone call by Travel Guard to my GP who described the conversation as a 'legalistic interrogation.'
Following their long interrogation of my doctor they have agreed to pay the costs.
Travel Guard treated me as if I was trying to defraud them, or make a false claim. They were intimidating and bullying. We took out travel insurance in good faith as we have many times before. We paid for the medication prescribed ourselves and we did not seek for me to be upgraded to first class on the flight home as they had suggested when we sought their consent to see the doctor in the US. We fulfilled our side of the contract and then they did everything they could to not fulfil theirs.
We have spoken to the company which organised the Travel Guard insurance and complained. The whole process was extremely stressful and distressing.
We will never use Travel Guard again and we will tell everybody about our experience.
cherishindigosaffron is offline  
Oct 23rd, 2013, 08:16 PM
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TravelGuard paid us 100% of our claim one month after we submitted the required materials. I mailed them all required information, included various forms completed by doctors, sent medical records and paid travel related receipts.It was a lot of work to obtain forms filled out by the doctors and get medical records from different providers but well worth the time and effort to submit a complete file. It was all very clear cut when the doctors wrote "unable to travel" and listed the dates. Travel Guard never asked to see any other medical records or medical history. Our policy allowed for pre-exisitng conditions but the cancellation was due to a new medical problem. We received their check a few days ago so we had a totally different and excellent experience with TravelGuard. We will use them again.
HappyTrvlr is online now  
Oct 25th, 2013, 12:44 PM
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I have filed claims with Travel Guard three times. All three were processed and paid promptly. I was very satisfied.

However, I always make sure I have a policy that covers pre-existing medical. I can see why they would ask for medical history if you had not paid for it,cherishindigosaffron. They don't know if you always need to get pain relief when you travel or if this was an unexpected event.
lcuy is offline  
Oct 26th, 2013, 08:24 PM
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HappyTrvlr & Icuy - I did everything I was required to. The issue was a very simple one unrelated to my previous medical history. I only required pain relief for the long plane trip home due to an injury and I was given a prescription for 10 tablets to get me there. Nothing more. The injury was not serious but it was very very painful. Had I not been going home in a few days I would not have sought medical assistance. As any traveller knows severe pain and a long plane trip are a difficult mix. I provided them with the relevant medical reports. While your experience with Travel Guard might be different from mine I can assure you there was no reason for the way they dealt with the claim. We have travelled all over the world for many years and this is the first claim I have ever made and it was a bad experience. So it's that simple.
cherishindigosaffron is offline  
Oct 27th, 2013, 11:04 AM
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ps Icuy - I see you have commented on other sites and defended Travel Guard. I do not believe your comments to be unbiased.
cherishindigosaffron is offline  
Oct 27th, 2013, 04:43 PM
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Sorry you are having this problem. Was your claim for medicine? Or new flights? If only for meds it would be a rather small claim so I don't see why they wouldn't pay you. Our claim was quite large.
HappyTrvlr is online now  
Oct 27th, 2013, 04:45 PM
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She's not unbiased. After three "very satisfied" experiences I would be biased toward using Travel Guard too. If lcuy likes it then I will check them out next time. So it's that simple.
mrwunrfl is online now  
Oct 27th, 2013, 11:06 PM
Join Date: Oct 2013
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rwunffl that is un unnecessarily aggressive comment. Anyone using the internet knows that people have all sorts of interests they don't necessarily declare on these forums and it pays to be discriminating.
HappyTrvir my claim was for a single visit to a doctor for some common pain relief medication. I have never taken that medication before, in fact I would use pain medication about once a year if that. I filled the script at a Pharmacy and paid for it myself. I did not claim the cost from Travel Guard.
I have come to believe that the issue Travel Guard has was that the US clinic did not charge me but told me they would bill Travel Guard direct. I did not seek that and was surprised but as I had never made a claim before I thought it was perhaps common practise. I sent Travel Guard the medical report of my visit to the clinic as well as details of the medication I was prescribed.
I am just an ordinary person with no agendas who took out travel insurance in good faith. I contacted Travel Guard seeking consent BEFORE I went to the clinic, gave them details of the outcome of the visit that afternoon. I did everything I was required to do and followed the instructions on the sheet we had printed out about our policy.
I do not appreciate your sarcasm mrwunrfl, it is uncalled for. As a result I will not be logging on to this forum again and will seek other ways to promulgate my dissatisfaction with Travel Guard.
cherishindigosaffron is offline  

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