Trip Mate
Reviews and Complaints

Tripmate comes up with every excuse in the book not to pay your claim they don’t provide that level of service needed the Frontline representatives need more training. I feel the company look for ways to defraud you than to assist with paying out your claim. They are requesting three pieces of information from me. I have two of the three pieces of information requested the third is to get a letter from Aegean airlines which refuses to respond to any form of communication in which is evident by the number of complaints that’s not being addressed, the airlines has no intentions of responding to me, or anyone else, When asked tripmate what else can I do or if they can simply assist by even doing something as simple as staying on the phone while I speak with the Aegean to confirm that there was no reimbursement by the airlines, to no avail . I’m very much troubled by the fact that they now states that it’s secondary coverage that will only pay out if not reimbursed by the airline. Of course, that wasn’t made apparent do I would’ve never taken the insurance. and I don’t understand trip mates position at all. They are fully aware that when the airlines discovered you have insurance, they refer you back to whomever you have insurance with their decline to offer any type of reimbursement once they get that information. My rating is 0 stars not 1 .

We took an Alaska cruise with Viking in June 2023. The cruise and pre-cruise extension in Vancouver were insured with Trip Mate Travel Insurance through Viking. We flew successfully from Nashville to Denver but the flight from Denver to Vancouver was canceled due to a nationwide United Airlines meltdown that initially started with Weather in the North East. Our flight was canceled due to no flight crew available in Denver (along with hundreds of other United flights). Trip Mate ONLY covers trip interruptions for three very specific reasons: 1. Weather. 2. Plane mechanical issue and 3. Unannounced Strike.

Because our flight was canceled due to “no crew available”, TripMate denied paying the claim for missing the pre-cruise two day extension.

I found a claim with Tripmate at the end of June 2023. It is now 2nd of October 2023. Of course my trip was interrupted. My husband died, and they continue to ask for more information that they did not ask for in the first 30 days you’re asking for repeat information. I spoke to them they don’t care they just say in generic emails I am going to go to the top if I have to about this.

My wife was injured while in Costa Rica. She had to be airlifted home. We incurred a lot of expenses that were supposed to be reimbursed. One of these expenses was the courier for our baggage since it didn’t all fit in the plane. They arranged it and told me they would pay for it. I filled out all the paperwork and sent all the necessary documents for this piece of the claim and they denied it

My friend and I planned a trip on Viking Cruises to France for March 2020 which was postponed due to the pandemic. It was rescheduled for March 2021, but was again postponed. It was rescheduled for April 2022. By this time, my friend was now 79 years old and was using a walker and oxygen and was having heart and lung problems. She encouraged me to go on the trip without her since she didn't know if or when she would be able to go. So, I went without her in April 2022. She did end up getting a clearance from her doctor to take the trip, so she scheduled her trip for Oct. 2022, but because of her health, she needed someone to go with her. She had a friend who was going to go with her, but her friend had a problem with her passport and was not able to go. So my friend asked me to go again with her. I rearranged my work schedule and booked the trip. The day before we were supposed to leave, I told my friend that she should contact the airline to arrange for a wheelchair (we were on different flights). I then found something that said she needed to let the airline know that she would be bringing her oxygen on board. They said that she did not give them enough notice and they would not let her on the plane. If we changed flights, we would miss 3 days of the 7 day cruise and it was going to cost more money. So we canceled the trip which is what we bought travel insurance for. We filed an claim with Trip Mate and the claim was denied saying that my friend did not give adequate notice of her need to bring oxygen. There was NO mention and NO communication that indicated that she had to give any notice. None of this would have happened if the pandemic hadn't happened or if there had been some information about the need to notify the airline of her need for oxygen.

Trip insurance purchased for Viking cruise that was to take place in October 27 2022 - November 3, 2022. The cruise was the Normandy cruise. On the first day of the cruise, my partner had a stroke and was hospitalized. He died 2 days later. I had hotel and cab expenses while he was in the hospital and afterward there were hospital and mortuary expenses. The claim was denied with no explanation. All of these should have been reimbursable expenses.

Claim # 7171090 - On a trip to Costa Rica in summer of 2022 with a Tripmate Insurance policy, I suffered an injury leading to medical interventions due to a landslide causing a foot injury. All forms were filled out and submitted. Correspondence indicated I still needed to provide a signed physician's form. I returned to Costa Rica in January of 2023 and secured the signature of the physician and submitted that form to Tripmate on January 28, 2023. In February 2023, I noticed the claim had been closed due to lack of information. I called Tripmate in February 2023 and reported this closure and they assured me at the time that the case was reopened and under review. On March 27, 2023, I checked the claim again and it remains closed due to lack of information. I called Tripmate again March 27, 2023 and the representative acknowledged receipt of the physicians form and was emailing the company to determine the status again and that I should receive a phone call within 48 hours as to the status of the claim. This claim is legitemate and minimal in monetary amount (less than $500) and I am disheartened by Tripmate's handling of the claim. I am researching other claimants dissatisfation with this company's contract follow through to consider enjoining them for legal action.

My wife and I purchased trip interrupt travel insurance through Viking River cruises. We purchased the Tripmate policy in 2020. When covid-19 hit Viking canceled our cruise. At that time, Viking offered us a voucher for 25% of our original eight day cruise if we decided not to cancel and take the refund. We opted to reschedule at a later date. We were moved from an eight day to a fifteen day, Grand European cruise. We left on April 14, 2022. We began our cruise in Amsterdam. Three days into the cruise my wife tested positive for covid. On Thursday, four days into the cruise, we were escorted to a taxi and taken to Frankfurt, Germany. We were there eight days. After the eight days, we were flown back home near Austin, TX. I filed a claim to Tripmate the first of June, 2022. I thought I had mailed all the documents that were necessary to satisfy our claim. About two months later, they requested more documents and they were sent right away. About two months later, they requested more documents. I spoke with a representative at Tripmate and she assured me they had all the documents that were needed, She also stated, she would expedite the claim. As the pattern seemingly, again after six months our travel agent sent more documents and that things would be expedited. I checked my claim status on February1, 2023, and it said a notification card had been sent. As of today, it hasn't arrived. I called and was told, the claim was denied. Tripmate reimbursed us $2400.00 for the hotel but denied our claim. We were told, the claim was a voucher and they would not pay. I did not ask for the money Viking added to our trip. I only asked for I was out of pocket. It took eight months to say no. I find they are, from our experience, a very untrustworthy company and like playing games with people's money. I'm surprised they are able to conduct business that appears to be a fraud. They never called to speak to me about clarification that would have helped.

I was on a trip in October of 2021 to Ireland. On that trip I had a health issue which made it completely uncomfortable to fly home without lying as flat as possible. The trip was upgrade from economy to first class. In August of 2022 I was asked to provide proof of that upgrade. In November I once again inquired about the claim. I was told TripMate was behind in processing their claims, but that a reminder would be sent to the processing unit to get it going. It has been well over a year since my trip and almost two years since I originally booked and paid for the insurance for the trip. I obviously didn't want to get sick. But did pay for the insurance in good faith. Another two months have passed and still no refund. I provided as much info as possible considering I was in a foreign country and can't reach out to a primary care physician. I'd like a refund. $3,028.50 Is TripMate a scam? While I understand COVID was a thing and processing claims increased exponentially, it has been plenty of time since. It's now time to get it together. They have all of the requested proof which has been sent many times over now.

Our complaint has been an ongoing issue with you. First we were told we file 2 which we have no idea why we ended with 2 numbers. Then you did not accept my husbands Drs notes that he did not recommend the trip due to his hip becoming painful to walk. You called it pre existing. Of course his hip had been bothering him for a long time and he has since had the surgery. When we booked there was no talk of surgery. We cancelled and were denied our money back. It should not matter why as long as our Dr gave you reason. We paid for the insurance for what? So you could just keep it. We are both on social security and $400. Is a lot of money for us. We have given you all the info to prove multiple times. We try to call and never, never can get anyone. My husband got a call from someone who he cannot remember unfortunately because he has trouble remembering a lot. He was told this issue was going to be researched. We’ve heard nothing. We like to travel but will never buy your insurance again.

We no longer book with the agent that sold us this. We use so someone else who has assured us there insurance would not do this. Please advise a complete statues of this. Aren’t you required to respond in 30 days? We never hear anything and are constantly having to pursue you.

Peter and Patty McCann

Tripmate insurance is asking for Covid test results. They did the test, Viking performed and verified the test. I sent a letter from Viking ther certified that the test was positive that was why they quarantined me in my room missing all the daily excursions and could not even leave my room. They also separated me from my wife in another room.

The Viking letter testified that I has Covid verified by their employees. This travel insurance want the actual results. Are they intentionally scamming me?

Sirs.

In response to your Worldwide Coverage for The Traveler Request for Additional Information on the insurance policy plan# F429C, I will attempt to inform you of the claim for reimbursement allowed for delayed travel on my trip to Scotland. First of all, you will see that my flight on American Airlines, AA 6906 from MCO Orlando to London Heathrow, England (LHR) on May 13, 2022, was to depart on 7:55 PM. However, due to a thunderstorm at that time, the baggage handlers would not load baggage during a thunderstorm due to a possible lightning strike on the aircraft. This caused a two-hour and fifteen-minute delay in the aircraft departing MCO to LHR. As you can see by the attached file, the email from British Airways, the flight BA204 was delayed. As you can see from the travel documents, my MCO flight arrived around 11:30 AM, and my next flight was scheduled to leave around 11:55. I had to go from terminal 3 to terminal 5 and board flight American Airlines, AA 6564. Due to a back injury, I had difficulty walking to terminal 5 and barely made the fight. On arriving in Edinburgh, I stopped at the gate and asked for a wheelchair to claim my baggage and meet my cab that would transport me to Glasgow and my Hotel. They called for one, but it did not arrive for me to make my cab connection. I had to flag a wheelchair attendant down halfway to the baggage counter (about 100 yards from the airline gate) and arrived to search out my cab driver, who supposedly was waiting for me. There was no cab driver there. A sympathetic wheelchair attendant tried calling the CIE emergency 800 number, but the CIE personnel was unavailable because the department was closed for the weekend. I was stranded in Edinburgh for the rest of the day. I was tired and hurting, so I decided to stay at a local hotel for the night and then, on the following day, called for a cab to take me to Glasgow and the Hilton hotel there. I have asked for reimbursement for the hotel, the cab ride to Glasgow, and the meal cost. You have the documents and receipts associated with the claim. James H. Walton.

Trip Mate Contract # GR425V

Viking Buri Trip: April 10-17, 2022, with a Paris extension of April 17-20.

We followed Viking’s advice to purchase their own recommended travel insurance (TripMate) so that we would be compensated for unused portions of any trip interrupted by Covid.

Our 7-day luxury cruise was, unfortunately, interrupted by covid. In fact, the entire 7 days were spent in isolation either in our cabin or in an airport hotel located in Paris.

Knowing we had purchased this insurance was the ONLY peace of mind during this horrific trip that could have been avoided.

Here we are, 5 months after we submitted our claim, and we continue to experience delay, misrepresentation, nonexistent follow-up, unfulfilled promises and months of unexplained silence re our claim against Viking policy cover-ups and insured losses by TripMate.

We submitted several insurance claims to Tripmate and followed up numerous times, with more information and repeated requests for payment of our claim and closure of the matter.

We contacted Viking’s “Customer Service Department” a number of times, which has resulted in no offer to mediate, compensate or intervene in any way re its own, unannounced Covid “one and done” testing policy, which caused this whole debacle, or with Tripmate for coverage under the insurance policy that Viking recommended to cover this very occurrence.

Tripmate continues to reject (by its silence, since there has never been a formal denial of the claim) the very insurance claims they promised to cover when we purchased the additional insurance policy.

Trip Mate also blatantly ignores our numerous attempts and requests to speak with a Tripmate supervisor so that we can come to some sort of fair resolution.

No “supervisor” has ever called us despite repeated promises that our claim was being escalated and that we would receive “prompt follow-up.”

For the attached photos:

Wish we had taken more photos but the isolation and stress had taken a toll (see photo 1). Feeling exhausted and shocked that every aspect of this trip was such a disaster. And this was before we learned that Viking/Tripmate would deny our claim for coverage under the very insurance policy that Viking recommended to cover this very occurrence.

Photo #2

Isolation in Viking Cabin. Not once while on the ship did we set foot in the dining room or leave our cabin. Meals were left outside of our cabin door. We ate on a small balcony -- here is a view of a lock at the river.

Photo #3

Our isolation continues in an airport hotel with a view of the tarmac. After a 7-hour road trip from the ship to Paris, we were isolated for 5 days in this airport hotel. Food was left outside our door. No books. All French TV. No activities. Viking refused to let us move to another hotel, even though we would have paid for the room ourselves.

When people buy travel insurance, they purchase it for the days they travel. If an airline loses your bags, during this time, YOU ARE NOT COVERED BY TRIP MATE, if you incur the expenses after your travel dates. For instance, my bags were lost during my coverage travel dates, but I needed clothes and medication due to my lost bags, after the date I thought my travel was supposed to end. In essence you need to EXTEND your coverage a few more days so you can replace your items. TripMate takes advantage of people thinking they are covered for their travel dates, when an incident takes place, rather than after the travel date when you need to buy lost stuff.

Here's the exact wording from TripMate policy #7158913: Our records show that you purchased your policy on July 10, 2022 and elected the start and end dates ofJuly 11, 2022 to July 13, 2022. Therefore, your effective dates of coverage for Baggage Delay is July 11,2022 – July 13, 2022. As the information on your claim form shows that your baggage was delayed duringa flight on July 12, 2022, and your expenses were incurred between July 14, 2022 – July 22, 2022, we are unable to consider these covered baggage delay expenses. Additionally, the plan only provides coverage for baggage delay En Route to your Destination only. As the baggage delay was during your return home and the delivery confirmation provided shows the delivery of your baggage to your home, we are unable to consider this a covered baggage delay in any case. Consequently, we must respectfully decline your request for reimbursement.

We went to Ireland in June 2022. One of our traveling companions luggage got lost. We filed a claim with Tripmate which we purchased through Tenon Tours Plan Number: F369T for the replacement items due to his lost luggage. We have sent in documentation 3 to 4 times and Tripmate keeps saying that they have not received the documentation. I think this company is a scam and after reading reviews after reviews I think there should be a class action lawsuit since they do not keep their end of the bargain after you pay premiums. We are going to see a lawyer about getting our money from Tripmate. I have asked to speak with a supervisor without any luck. Do not use this company!

On March 18, 2022 my husband and I went on a Viking Cruise to Europe from Zurich to Paris. After getting on the ship in Basel and spending 3 days on the ship, we both tested positive for Covid. We were isolated in our cabin for 4 days and then taken for a 4 hour ride back to Basal where we were again isolated for another 8 days until we tested negative. After returning home on April 4th, I sent in claim forms to TripMate on April 10th through Fed EX. In May I was told that I needed positive test results while we were on the ship which I sent in. On June 26th I was notified that all necessary information was received by TripMate. Since then, I have called more than 30 times to request money owed to me. I keep on getting a run around from the representatives. I have not spoken to the same representative twice. Each person tells me that I need to wait for 7 to 10 days. This has been going on since the beginning of July. I am very dissatisfied with TripMate. They make it impossible to get a straight answer. The representatives don't even know who owns the company. So now it is August 18, 2022 and I have no further information about when I will get my money.

Filed claim in February 2022, sent dr notes for covid & cancelation of airline tickets.

After tripmate requesting same paperwork 4x's I see a run around so tripmate doesn't have to pay. I have provided Dr and covid test results 3x's and airline cancelation notice 4x's

Biggest scam ever & I guess complaints yo state of CA & have my lawyer deal with the scam.

14 of us had a trip, that we booked through Fun Jet, canceled by the airline because of mechanical issues with the plane about 12 hours before we were supposed to leave. We ended up having to pay for a night of hotel in Mexico because it was less than the 24 hour notice. Trip Mate paid one couple $600 and another couple $300 and the rest of us nothing! Our travel agent sent in the EXACT SAME PAPERWORK for ALL of us and we keep getting notices that they need more info.

Our December 2021 trip was delayed and had to be rebooked due to my husband's covid (he was vaccinated and boosted at the time). We filed a claim January 3. They received our claim documentation also on that date. They requested additional info Jan. 31 but the letter did not specify what info they needed. On their website later we found they claimed to have sent another letter the same day specifying the info. We didn't get the letter. I called and they told me what they needed. This was acknowledged in April 2022. I called in May...no progress. Now their website says they sent a letter requesting info...the same info we already sent. We did not get that letter. The letter supposedly wanted receipts for the costs showing our trip extension due to quarantine. I had already sent that well marked info. I am still waiting 6 months after the initial claim.