TripMate

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TripMate

TripMate, established in 1989, is basically a wholesale travel insurance provider.  As such, their plans are offered by tour operators and other large travel providers.

In August of 2014 the international insurance brokerage company of Arthur J. Gallagher purchased TripMate. 

Most of their plans are custom designed for the specific travel provider however, since they use the same underwriting company there are similarities in benefit wording and exclusions.

Many of the plans that they offer are combination plans that have two components;

  1. pre-departure cancellation "waiver" plan that is usually not underwritten by a licensed insurance carrier but rather by the tour operator .In some cases it's advertised as "cancel for any reason" however, instead of a cash payment for your loss they offer a travel voucher that is only good for a specific period of time and which can only be used with the tour operator; and
  2. post departure portion provided by TripMate and underwritten by a licensed insurance company which usually includes all of the typical post-departure coverage such as trip interruption, emergency evacuation, travel medical, baggage, etc. Many of the tour company plans that we've seen have had less than adequate amounts of medical and medical emergency evacuation coverage that might only be appropriate for travel within the USA or Canada.

Most consumer advocates recommend against buying coverage that is offered directly to you from a tour operator, cruise line, or airline.  Custom made plans offered by travel providers usually have more restrictions and because they are mass marketed they tend to generate more consumer complaints.  Also, most custom made plans offered by travel providers are "community rated" instead of age rated.  That means that much older travelers might find them lower priced than the retail age rated plans however, for everybody else they might be more expensive than retail plans available through on line comparison sites.

Their plans are currently being underwritten by United States Fire Insurance Company, a member of the Crum & Forster Group, a large and financially stable and respected group of insurance companies. Previously their plans were underwritten by Stonebridge Casualty Insurance Company, a member company of Aegon NV,.

Located at:

Trip Mate
9225 Ward Parkway, Ste 200
Kansas City, MO  64114

Reliability:  click here

Visit them:  click here.

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User reviews

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Average user rating from: 39 user(s)

Overall rating 
 
2.2
Customer Service 
 
2.1  (39)
Ease of understanding coverage 
 
2.4  (39)
Ease of submitting a claim 
 
2.3  (39)
Timeliness of claim payment 
 
2.0  (38)
Ratings (the higher the better)
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Timeliness of claim payment  
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TripMate 2017-04-04 23:29:01 Harry Whitten
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Harry Whitten    April 04, 2017

Tripmate really stinks

I have had nothing but the run-around trying to resolve my simple claim. Make sure if you buy travel insurance, do not purchase it from these people. If there was a 0 rating available, i would give it to them. I am getting ready to file a grievance with our state Insurance Commissioner.

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TripMate 2017-02-14 01:36:26 Leo Convery
Overall rating 
 
2.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
2.0
Ease of submitting a claim 
 
4.0
Timeliness of claim payment 
 
1.0
Reviewed by Leo Convery    February 14, 2017

An awful way to get travle insurance- Tripmate rates a minus 10

We booked a Viking River trip for Nov. 9 2016. on the day we were to fly I became sick. and had to cancel the trip. i filed a claim with in a week. I called and they side it took 16 days to have a decision. I started calling in two week and they side it was in the works, three week later they side they had agreed to pay the trip ,cost but did not include the prepaid on board expenses. this went on into Dec.. 21, they side the check was sent. I ask to hear the address it was sent to and it was wrong. the girl I talked to said they would cancel the check and send new one. In January 18, i called and they said they were checking with Viking to see if I had been paid. No new check sent. tis was a new one! but she would work on it. On Feb 2 i called again and nothing had been done. The lady refused to put me through to a supervisor and swore to me she would get on top of it and call me by Wed. it was Monday when I called. It is now a week later Feb. 14 and I have no check and no call and no answer to my dilemma. The girls or ladies on the phones are great at telling you all is well and they will get on it, but it is just not true.
Do not use this Trip mate travel insurance. it is a headless entity to grab your dollars. We have enjoyed Viking tours but their follow through, booking procedures and travel arrangements are to be used with caution. Trip Mate is a subsidiary of Viking tours. The two for one thing is baloney too. Tripmate rates at this point a minus 10. one more thing you never get to see a contract on what you are getting until after you have paid for it.

EDITORS NOTE: TripMate is not a subsidiary of Viking Tours. Viking Tours acts as an agent for TripMate but otherwise has no known ownership relationship with them.

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TripMate 2017-02-03 09:33:38 Den Hairston
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Den Hairston    February 03, 2017

"HOW TO GET YOUR TRIPMATE CLAIM PAID" !!!!!

"HOW TO GET YOUR TRIPMATE CLAIM PAID" !!!!!
____________________________________________
You can see reviews about Tripmate at these websites.
consumeraffairs.com travelinsurancerating.org yelp.com
You will see the vast majority are very negative.
***If you want to get paid the best way to do this is to tell Tripmate you are filing a dispute with the Missouri Department of Insurance unless you are paid within the week. Try to speak to a supervisor, be firm & accept no BS. If you do not get results then you should file a complaint with the Missouri Department of Insurance.
___________________________________________
WE ARE ALL RESPONSIBLE TO PROTECT THOSE WHO COME AFTER US. IF EVERYONE WHO WAS NOT PAID FILED A CLAIM WITH THE MISSOURI DEPARTMENT OF INSURANCE THEY WOULD HAVE BEEN SHUT DOWN YEARS AGO. PLEASE DO THE RIGHT THING TODAY !!!

EDITORS NOTE: Please see our article "When claims go bad" at http://travelinsurancerating.org/claims/bad-claims. You can certainly file a complaint with the Missouri Department of Insurance however, if you don't live in Missouri you should file it with your own insurance commissioner.

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TripMate 2017-01-20 19:22:21 Mike
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Mike    January 20, 2017

An Absolute Scam of a Company! Terrible Experience!

I purchased travel insurance from Trip Mate for a trip my girlfriend and I were taking to Turks & Caicos. Exactly four days later, while in Mexico, I suffered a head injury--sub-dural hematoma. I was in the hospital in Mexico for 5 days then bed rest at the hotel for another 5 days. When I flew back home to Los Angeles, the bleeding in my brain started again, and I was again admitted to the hospital for four days, then on bed rest for two weeks. As a result, I was forced to cancel the trip.

While in Mexico, I started the insurance claim. I submitted a mountain of paperwork, which included a form that the doctor had to fill out. A month passed, and I had no word from Trip Mate, so I gave them a call. They said that the status is still "pending." I called them 17 times from that date, and all they could ever tell me was that the status was "pending."

Upon the last call, seeing how unbelievably slow this company is, I decided to call and make sure that the refund would be issued to my name, as I am the one who paid for the tickets. They said that it was in fact due to be issued in my girlfriend's name, and that in order for it to be issued in my name, she would need to send them a signed statement along with a copy of her passport. She did this that same day. Just to be safe, I also sent them an email with both her signed statement and a copy of her passport that same day as well. Additionally, I overnighted them a hard copy of both documents as well.

Ten full days later, well after we provided them with the documentation required to change the name on the checks, the checks were finally issued (2 1/2 months after the claim was filed). I called to check the status (the 24th call at this point), and they said that even though the checks were issued, they were not sent out yet. I wanted to confirm that the checks were made out to me, and they said that they were not. They said that they were made out to my girlfriend. This is a very big problem, as she lives in Canada, and has no way of depositing the checks.

Eleven days have passed, and I have called another three times, bringing the total to 27 phone calls since the claim was filed. They say that it can be another 15 days before the new checks are issued. When I asked why, with extremely rude attitude, I was told that it takes this long for them to call the bank and cancel the old checks. That is absolutely ridiculous. How can it take 25 days--nearly a month--to simply cancel a check a issue a new one?

If you are looking to purchase travel insurance, Trip Mate is not the way to go. I will never use them again, and will steer everyone I know clear away from them as well.

CheapOAir should think twice about offering this horrible insurance to their customers, as it makes them look bad as well.

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TripMate 2017-01-18 20:43:39 Leslie
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Leslie    January 18, 2017

SCAM

I had a death in the family and they didn't approve my claim, even after I provided all necessary documentation.

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TripMate 2016-12-14 15:47:28 MIRELLA TAINER
Overall rating 
 
8.5
Customer Service 
 
8.0
Ease of understanding coverage 
 
6.0
Ease of submitting a claim 
 
10.0
Timeliness of claim payment 
 
10.0
Reviewed by MIRELLA TAINER    December 14, 2016

claim payment

I submitted the proper documentation and I had no problem receiving the refund.
I will use this company again and I will recommend it to others.

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TripMate 2016-11-14 19:05:06 Micah
Overall rating 
 
2.0
Customer Service 
 
5.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Micah    November 14, 2016

Another Insurance Company

My baggage was withheld for 7 days due to Spanish customs laws. The insurance I purchased covered me for baggage delayed for +24 hours. I filled out the claim form with the representatives on the phone only claiming items purchased that were covered under the insurance plan. I got a call one month later telling me they cannot reimburse me. The representative Tiffany reviewed my case with me and told me everything checks out fine and you should be reimbursed, but I am going to have to file an appeal meaning more time is taken out of my day to get my money back for the insurance that I purchased to protect me from this headache in the first place. Feels like they're just another scheming insurance company. If you do purchase their plan, expect to spend lots of time with them on the phone and expect to file an appeal.

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TripMate 2016-09-07 18:17:44 Tammie Smith
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Tammie Smith    September 07, 2016

Not worth it

Our airline canceled all flights to Punta Cana and they would not give us our money back. It's not worth the extra money to have insurance. I will never purchase flight insurance again.

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TripMate 2016-05-13 22:47:18 Alice
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Alice    May 13, 2016

SCAM

When we canceled our trip due to all the terrorist activity with GCT we were told there would be no problem just file the claim with TripMate and we would get a percentage of our deposits returned. After 30 days of waiting for Trip Mate which they advertise it should only take 5 days once they receive the information for the claim we finally received our denial. What a rip off!!! We will be more careful in the future NOT TO WASTE OUR MONEY with Trip Mate. They are a complete RIPOFF!!! If I could I would give them all zeros...really a scam!!!!

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TripMate 2016-04-05 21:58:50 Goo
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Goo    April 05, 2016

Tripmate Ripoff

Due to a death in our family we canceled a Viking cruise. We purchased the Tripmate insurance that Viking HIGHLY recommended. We rescheduled the same trip two months later thinking we could use the insurance, to no avail. After sending in claims and waiting months we are out $1200.00 and have no insurance for our trip...however, Tripmate made an easy thousand ripping off yet another customer.

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TripMate 2016-02-11 20:05:33 C. Gross
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
N/A
Reviewed by C. Gross    February 11, 2016

Horrible Service

Trip Mate is the claims processor for World Nomads and seems to have so many ways to cheat! It's hard to know if the insurance company is the cheater or if Trip Mate gets bonus money for denying more claims. The claims submittal process is complicated and was followed by requests for information that had nothing to do with my claim. The wait time from submission to hearing that the claim was denied was over 2 months. I called and emailed multiple times for status updates and was told on the last call that everyone was very overworked so I should be patient. The claim was denied due to Trip Mate claiming that my flight in a foreign country really wasn't cancelled even though the airline was on strike and not flying. I have contacted the airline to get proof in writing the flight was cancelled and will have to submit an appeal. They sure were glad to take payment but not to honor the agreement.

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TripMate 2016-01-02 23:34:46 laura Ibanez
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by laura Ibanez    January 02, 2016

Trip Mate is a SCAM!

This company is a SCAM!!! do not purchase it! we were promised that my sick 90 year old mother would be able to travel home but they kept sending her to different doctors!!! we ended up having to purchase very expensive ticket ourselves!

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TripMate 2015-12-24 01:44:14 Chris
Overall rating 
 
2.5
Customer Service 
 
1.0
Ease of understanding coverage 
 
7.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Chris    December 24, 2015

CLAIM

I book a flight to Ghana and unfortunately my dad passed away before the date I chose to leave. So before I started everything I called cheapoair and explained what had happened and told me to pay extra $700 before they can change the date ,right away i said wait a second. Later I called cheapo air and canceled the flight God been so good I got it cheaper from Travelocity about $600 cheaper. When I got back from my dad's funeral is when trip mate started tripping first I fax the death certificate they said they didn't receive it, I fax again they said we can't read it is too dark then I mailed it they said we didn't have it yet this went on and on for about 3 weeks I kept calling until finally they said we found it,when they found it another 2 weeks for review to see if I'm lying or not ,I waited for that 2 weeks and I called them again and I ask I taught you where gonna call me and let me know how far but I guess no,they said no ,but you'll receive ur check in the mail so I ask when they mailed the check the repp said Nov-20-15 from Kansas City, MO to MN is 8 hours I never received any check for 30 days and I started calling ,the annoying part is when you ask for a supervisor they will never get u one and if they said we gonna have a supervisor call you before business day they never did it them 3 days before they call back .All they say is one ya is a process and I was like the check has been cashed yet plus it got my name on it so for 30 days you'll notice nothing has come out of your account ,and who puts a that kind of money in mail and doesn't track it even when you buy $5 item from amazon you'll grt a tracking number, they said we don't track our mail we just throw it in the mail. Finally I got to talk to one of the rep after going through hell with this people,she was the only person who was able to grantee me that the check will be sent out that day which was a Friday and will receive it by Wednesday I took her words for it.I finally got the check after 3 months. All I want to say is don't buy insurance from this company. THANKS

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TripMate 2015-11-28 20:07:59 Felsa Satlow
Overall rating 
 
1.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
1.0
Timeliness of claim payment 
 
1.0
Reviewed by Felsa Satlow    November 28, 2015

Lost baggage

I purchased Tripmate insurance through Grand Circle Travel for a trip to China. I had to request a copy of the policy and, to be honest, I did not read it thoroughly. After I got off a flight from Guilin to Hong Kong, I realized I left my 1 1/2 year old tablet in the seat back pocket. I reported it to the guide who immediately reported it to the airline. However, it was never found, which indicates to me it was obviously stolen. I put in a claim with Tripmate as soon as I returned. When they finally resolved my claim, after a month, I learned that they not only depreciated it, but had a maximum reimbursement on $300 per object. A few years earlier I had a claim with Travelguard, and they were not only prompt but gave me the full replacement value of the lost object. I will never use Tripmate again.

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TripMate 2015-11-28 16:34:49 donovan r johnson
Overall rating 
 
3.3
Customer Service 
 
4.0
Ease of understanding coverage 
 
4.0
Ease of submitting a claim 
 
4.0
Timeliness of claim payment 
 
1.0
Reviewed by donovan r johnson    November 28, 2015

how long before settlement?

I had to leave a trip in April due to illness. Called in info and filled forms faxed at the time. Spent time in the hospital. We were transported to airport and had tix to fly home, this was after drs. at hosp. said I could travel. To the best of my knowledge, I have submitted all info re the balance of my claim, the days missed on tour. I call and get no real answers as to why it is taking so long to settle this claim. After all, it is almost December! Anyone at TripMate help out?

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