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: 47 user(s)

Overall rating 
 
2.2
Customer Service 
 
2.1  (47)
Ease of understanding coverage 
 
2.6  (47)
Ease of submitting a claim 
 
2.5  (46)
Timeliness of claim payment 
 
1.9  (46)
Ratings (the higher the better)
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Ease of submitting a claim  
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Timeliness of claim payment  
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TripMate 2017-05-23 17:35:51 Christine
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 Christine    May 23, 2017

Trip Mate Denied Claim for CANCER

My boyfriend and I purchase Trip Mate insurance for $700 because it was recommended by OAT Travel. Sadly, a few weeks after we purchased the tickets, he was diagnosed with head and neck cancer that required surgery, 2 months of radiation and chemo. It was a horrendous treatment. He actually cried when we had to cancel the trip we were so excited about. He filled out the massive claim form and submitted it during the 10-day refund period. While fighting cancer, he has also been fighting Trip Mate that keeps requesting more documentation. Now, May 23, he gets a denial letter that says none of his money will be refunded (over $8,000) because he wasn't too ill to go. Seriously??? He still can't eat solid food and was getting daily radiation and weekly chemo treatments during the trip period. This has been an awful experience to have to fight Trip Mate to uphold their contract when fighting for your life. Next stop, social media, insurance commissioners and legal channels. This company should have its business license revoked because it's nothing but a scam. If cancer is excluded, what do they cover???0gAtz

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TripMate 2017-05-15 15:41:12 Brenda Dolan
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 Brenda Dolan    May 15, 2017

Trip Mate Insurance Is Awful

Trip Mate is the worse travel insurance available. They have a clause that you have 10 days to review policy and then it is non refundable. Of course, none of this information is disclosed to you when you book your cruise. We had to cancel a two week cruise due to a fall and a pulmonary embolism. We cancelled 147 days out and we were charged full amount of insurance. On any other cruise, the insurance would not have been involved or come into effect for 120 days. No wonder they have a 1 star rating!

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TripMate 2017-05-09 20:28:44 Leo Convery
Overall rating 
 
2.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
5.0
Timeliness of claim payment 
 
1.0
Reviewed by Leo Convery    May 09, 2017

Do not use this company

We had to cancel a Viking Cruise in November. i filed Nov 15. we called 4 time in Dec. promised payment and were told it took 60 day to process. !2-21 I was told check in mail. Called in Janaury, and March, 7 received part payment- called in April and May 1 to get what was due. to no avail. to date. Each call I was told , the check was to get priority, but it never happened. All refused to put me in touch with a supervisor or higher authority. Just too much BS to be able to deal with this company. interminable waits to talk to anyone. Do not sue this company! I am surprised that Viking tours will deal with such and put their customers through such a bad experience.

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TripMate 2017-05-05 02:12:04 Robert Salta
Overall rating 
 
7.3
Customer Service 
 
7.0
Ease of understanding coverage 
 
9.0
Ease of submitting a claim 
 
9.0
Timeliness of claim payment 
 
4.0
Reviewed by Robert Salta    May 05, 2017

TripMate paid our claim in FULL

My wife and I purchased travel insurance from TripMate through Beaches Resort in Turks and Caicos. About 3 weeks before our departure my wife hurt her back. Her doctor advised her to cancel our trip to Beaches in February 2017. We notified Beaches of our cancellation and given a cancellation number. We immediately notified TrimMate and given a tracking/claim number. We completed the online registration forms on TripMate website. We mailed all required documentation to TripMate as well. While it did take 6-8 weeks we did receive a FULL refund of our monies paid to Beaches. I would purchase travel insurance from TripMate again.


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TripMate 2017-05-03 22:25:21 Abhijit M Kulkarni
Overall rating 
 
1.5
Customer Service 
 
2.0
Ease of understanding coverage 
 
1.0
Ease of submitting a claim 
 
2.0
Timeliness of claim payment 
 
1.0
Reviewed by Abhijit M Kulkarni    May 03, 2017

Tripamte review - Do not buy !

Do NOT get insurance from this company.
The on-call representatives will simply say to go ahead and file the claim when you ask if the reason for which you are filing will be valid. My mom was sick. They said it was fine and asked me to just go ahead and file the claim ( had to stick with the same company for flight for filing the claim - it was slightly expensive)
Then they will find some clause to deny your claim in a file of 10+ pages - does not count according to them if family member is not residing in USA/Canada/Mexico/Puerto Rico.
They did that for me.
I had to change flight based on their information and then they denied the claim.
Also say one month for addressing a claim and they took a month and half for addressing it.
Also say they will address appeal within 10 business days and they took more than a month.
Worst service that I have encountered in a company.
Crappy. Do NOT buy !
I wish I could give zero stars.

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TripMate 2017-04-24 19:20:33 Janie Trowbridge
Overall rating 
 
3.7
Customer Service 
 
1.0
Ease of understanding coverage 
 
9.0
Ease of submitting a claim 
 
N/A
Timeliness of claim payment 
 
1.0
Reviewed by Janie Trowbridge    April 24, 2017

I will never use them again…

I purchased "cancel for any reason" insurance and ended up filing a claim months in advance of our trip. I started the claim process in February and FINALLY received our reimbursement check today – almost the end of April. I called several weeks into the process and was told 10 to 14 days is the standard wait time. "Call back on Monday."… And this was already weeks after I submitted my claim. I will never ever use them again.

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TripMate 2017-04-21 16:17:45 Kayla
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 Kayla    April 21, 2017

Do not use their travel insurance!!!!

This company is a scam!!! Never received my money after supplying all supporting documents. They have an excuse for everything. They told me twice over 2 months I would get my check, never saw it. Then they denied my claim. Will never recommend and will spread the word to not go through this company and will NEVER go through then ever again. Rated "0" in my books.

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TripMate 2017-04-20 22:03:00 JULIAN SCHARF
Overall rating 
 
3.0
Customer Service 
 
1.0
Ease of understanding coverage 
 
5.0
Ease of submitting a claim 
 
5.0
Timeliness of claim payment 
 
1.0
Reviewed by JULIAN SCHARF    April 20, 2017

DON'T BUT THIS

TRIP MATE THE WORST OF ALL OF THEM..AM SO SORRY I BOUGHT FROM THEM..THEY WONT PAY US BACK B.C OF A BAD SNOW STORM IN NYC ON MARCH 8 SO JET BLUE CALL TO SAY YOU MUST LEAVE ONE DAY EARLY TO GET TO ARUBA..OR YOU WONT LEAVE FOR 5 OR 6 DAYS LATER..SO WE LEFT AND PAID $ 390,00.BUCKS FOR THE ONE MORE NIGHT..THEY WONT GIVE BACK US THE MONEY...THEN WE KNOW SOME ONE THAT BROKE THERE LEG.AND AGAIN THEY WONT PAY B.C THEY LEFT ONE DAY TO EARLY...THEY ONLY PAY 18 % OF THE PEOPLE THAT BUY TRIP MATE..$ 210,00 BUCKS I NEVER BUY AGAIN...WORST ..CHANNEL ? IS COMING TO SEE ME AND SAID I SHOULD CALL THE B.B.B NEW YORK CITY....SAVE YOUR MONEY DONT BUT TRIP MATE WORST ..THE PEOPLE ON THE PHONE ALWAYS SAY YOUR CLAIM IS GETTING NOW,BACK IN MARCH 18.2017..TODAY APRIL 20 .2017..JUST GOT DONE WONT PAY...JUST SAVE YOUR MONEY DON'T GET TRIP MATE....AM GOING TO LET THE B.B.B...CALL THEM......

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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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