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;
- 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
- 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 Mate9225 Ward Parkway, Ste 200Kansas City, MO 64114
Reliability: click here
Visit them: click here.
Useless! Do NOT waste your money!
ZERO STARS! Travel insurance with this company is useless. Please do not waste your money! They do not use logic and common sense and will deny your claim without proper consideration.
My husband took a 3-week honeymoon trip through Southern Africa and purchased travel insurance through World Nomads, which was administered by TripMate. During the trip, I injured one of my front tooth while white water rafting in Zambia. It was 2 weeks into the trip, and we were in the middle of nowhere in Zambia on our honeymoon, so we decided to wait until we get back to the States to seek medical attention (if it's still needed, as it could have just been bruised).
Once we got back home, the tooth got a bit better, than worse, so I finally went to my dentist who found a fracture of the tooth root and told me that multiple procedures and appointments were required to remove the tooth and complete the dental implant process. I then filed a travel insurance claim. It is a very invasive and complicated procedure, and my dentist provided World Nomads/TripMate with a detailed explanation of the procedure and how it needed to be done correctly since it will impact my smile (being part of my front teeth section) and how it would take a long time to complete the procedure and recover, and this should not and could not have been done overseas.
Of course, World Nomads/TripMate denied my claim, stating "...Both the Accidental Injury and the dental Emergency Treatment must occur during the Trip...". They wanted documentation that the injury occurred during the trip along with the treatment.
Issues that I have with the denial, which I have already appealed once:
1. We were in the middle of Zambia, white water rafting with a local company. I told the tour guides when I injured my tooth, and you know what they said? "Oh, do you want to put some ice on it?". This is Africa, their rules of operation are a bit different there: they didn't file a report, there was no documentation even when I asked for one.
2. The tour guides wanted me to put ice on my broken tooth...do you really think I would trust anyone there with the extraction of my front tooth? As my dentist stated in his letter, it is a very sensitive and complicated procedure. While I'm sure there are qualified dentist in Zambia, we were in the middle of the jungle on our honeymoon, and hunting down a qualified dentist was not something we are capable of doing given our language barrier amongst other concerns.
3. My dentist sent in a letter stating that the whole procedure of removing the tooth and completing the implant would take over a span of 6 months. Needless to say, this could not have been completed while we were in Zambia, unless World Nomads/TripMate wanted to pay for our 6 months stay in Zambia while I complete the procedure.
Please understand that people travel for pleasure, and they would rather not seek sensitive and complicated medical attention overseas, unless it's life threatening. They want to enjoy their vacation, and not spend time in a hospital or doctor's office when it's unnecessary. Unless your travel insurance also covers for lost vacation time while seeking those unnecessary medical attention to adhere by your "medical emergency rules", it's unreasonable to ask travelers for forego their precious personal time. You are a travel insurance company; you are supposed to make traveling less stressful, not more.
?It is unfortunate that World Nomads/TripMate does not care about their customer's needs and repeatedly named the same clause for denying my claim. I have stated many times my reasons for not seeking dental attention while on our honeymoon if rural Zambia. It is good to know that World Nomads/TripMate does not take any personal/situational circumstances when approving claims, and I'll be sure to share my experience so others can choose travel insurance wisely and pick a company that is more reasonable and logical when it comes to customer's travel needs.
How are they still in business?
If I could give a negative on all of these options above I would. I had the runaround for 7 months waiting on a straightforward claim that is worked through TripMate, although TripMate was NOT the insurance I signed up for, they became the company when I filed a claim. There is NO CUSTOMER SERVICE, nobody knows what is going on. The delay is dreadful, the runaround appalling and yet they continue to practice? I had to threaten a lawsuit. We should ALL get a Class Action Lawsuit against this company. What happened to vigilance, to the watch dogs who look out for fraudulent company practices? Surely they can see all these negative reviews? Why not take action? Let's get a Class Action Lawsuit against this company.
Worst customer service and experience
I had to submit a claim after I cancelled my trip due to my 3 year old niece passing away. She is a covered family member and I provided all necessary documents. After 2 months, there no resolution whatsoever. I called today and had to leave a message and they actually called back this time as they usually do not. However, they told me there isn't anything that can be done at this point, the claim is with the adjuster as of today! Today! I sent this info a long time ago and it just got to the adjuster's desk. Not only that, when I called 2 weeks ago, one person claimed that I didn't submit everything. When I resent and called back, it appears they had everything the whole time. Forget about calling and getting someone, you have to leave a message for a callback and hope that they actually call back which they generally do not. Also, the website is a complete waste of time. When you do speak to someone, they say, "do you know you can check the website?" The website isn't in any kind of sequential order and tells you nothing. I have never been more dissatisfied in a company. Meanwhile, the money I have on my credit card keeps gathering interest while they decide when I can get my check. DO NOT BUY FROM THIS SCAM OF A COMPANY!!
AVOID AT ALL COST
purchased Trip Mate Insurance for a long overseas trip. I selected a pretty comprehensive plan as I knew I would be traveling for a while and in many different countries. I submitted two claims which were fully within the terms of the plan as to what the plan covers. Both claims took forever to process and it was an excruciating process to get a customer service person on the phone and receive any updates. What;s even more infuriating is that both claims were denied for no good reason. It then took me another long process to appeal the decision, which was again denied.
What a colossal waste of time, money and energy. I highly suggest you do not use their service.
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......
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.
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.
"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.
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.
I had a death in the family and they didn't approve my claim, even after I provided all necessary documentation.
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.
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.
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.
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!!!!