TripMateReviews 62

Good News!

Like many of you, Trip Mate pushed me around. They wanted to wear me down, hoping I would go away. They did not want to pay me.

They continued to ask for more information! One of their people even requested a photo of my lost language, just to be sure I finally received it. It was a total waste of time and aggravation!

I emailed Trip Mates, CEO, General Counsel, and the Director of Claims around 9:30 AM. Before 11:00 AM, I received a call from
Jonathan Ellis, Senior Claims Technical Specialist, we had a brief conversation, and I received my check within two weeks.

If you would like to reach Jonathan Ellis, his email is *******@tripmate.com

Good luck!

We had a trip booked on Viking due to sail on April 17,2024. My wife broke her leg on March 27 and we cancelled our trip and submitted our claim beginning on March 29. Viking approved our claim promptly (refunding the costs of our excursions, over $4000 almost immediately) and gave me helpful instructions on submitting our claims to TripMate. From there out the experience was horrible. After numerous calls and long waits on hold, we got two envelopes in the mail postmarked May 14. Each contained a letter saying our refunds of over $17,000 each were enclosed — but they were not. Numerous calls followed with what are ironically called "customer service reps" and their supervisors. I was given a lot of what might be called "misinformation" but as time when by they escalated into falsehoods and then outright lies. I was told that they would have to stop payment and that there would then be a three week delay before new checks could be issued. At the end of the three weeks I called and was then told it would then be another three weeks before they could issue the new checks. At least twice I was specifically told that the checks had been issued only to find out a couple of weeks later that they had not been issued. Supervisors told me that they had expedited payment, but still no payments. Finally, today, July 17, we received our checks. The cover form said that the payments had been issued on June 29, but the envelopes were postmarked July15. Obviously their game is to slow roll all claims, impose artificial delays, and lie to their claimants. We have taken several cruises with Viking and really liked them. But this has colored my feelings about Viking — at one point I reached out to our Viking rep to ask if they could contact tripMate on my behalf. I was told there was nothing they could do. If, and it is a big "if"; we ever book with Viking again, we will certainly not use TripMate for travel insurance.

In October 2023 we went on a Viking Cruise and purchased Trip Mate Ins. I fell on loose cobblestones in Germany and had to get 3 stitches in my head. The doctor ordered 3 days bedrest, so we missed three days of the cruise and excursions. We filled the extensive claim in November with all the required forms and receipts. Over the course of five months continually emailed asking us for for various forms and receipts that we sent in with the original claim. For trip interruption they owed us $3,100, they just sent us a e-check for $318.00. I would give them a zero rating if I could. Do not buy this insurance.

Six months, 62 contacts, involving our state, insurance commissioner, contacting the owner of Viking, complaining to the parent company of TripMate, my father-in-law finally got his money refunded after paying for expensive insurance to get the full amount returned. Viking was very apologetic. I think they have no idea what TripMate is doing.if you go on a Viking cruise, choose a different insurance company.

My daughter was scheduled to go on a school trip, unfortunately, she has to cancel as she changed schools because of our move. Tripmate said the cancellation is not covered and will offer 75% back of the over $2000 payments I have made. I cancelled in August, and when I called they said they refunded my credit card in July, that's before I canceled. Their records are wrong. On top of cancelling they charge a $399 cancellation fee.
In November, I received a letter stating I would be receiving a check. It's mid January and have not received a check. The agent on the phone said it's because of the holidays so the mail is slow. This seems to be illegal. Now that I am checking all the review sites, they all give 1 star. My mistake for not doing my due diligence when buying trip insurance through the school itinerary/program. I would not recommend using this insurance.

ZERO STARS!
I HAVE JUST READ REVIEWS ABOUT YOUR COMPANY. I WISH MY 86 YEAR OLD TRUSTING FATHER-IN-LAW HAD DONE THE SAME!
JUST HOW MANY TIMES HAVE DISSATISFIED CUSTOMERS HAVE YOU COUNTED ON GIVING UP AND FORFEITING A HUGE CHUNK, IF NOT ALL, OF THEIR LIFE SAVINGS FOR A CRUISE THEY WERE UNABLE TO GO ON DUE TO A BROKEN HIP?
THIS COMPANY IS NOT ONLY UNPROFESSIONAL, BUT TRULY DISGUSTING TO TAKE ADVANTAGE OF THE ELDERLY LIKE THIS!
I CAN'T BELIEVE WE'LL HAVE TO FURTHER THIS CAUSE.
"THE CHECK IS IN THE MAIL" IS HEARD OVER AND OVER AGAIN BY YOUR ANGRY CUSTOMERS AND ONLINE REVIEWERS. PERHAPS A CIVIL SUIT WITH ALL WHO'VE BEEN NEGLECTED AND LIED TO WILL BRING THIS PATHETIC COMPANY TO JUSTICE?
I'VE SUED KAISER...TOOK OVER A YEAR, BUT I'M GOOD AT IT, AND WILL CERTAINLY CONTINUE TO PURSUE THIS SIMPLE REFUND FOR MY FATHER IN LAW.

Tripmate refused to reimburse for missing an entire 24 hour period on a Viking cruise due to a flight delay. Viking should not influence customers to use this company. It reflects badly on them as well.

My partner and I took a Viking cruise 10/******* thru 11/5/2022 to Greece. My partner got covid on the ship and we spent a week in a hotel outside Rome. Upon return to completed forms and provided documentation to trip mate. We received these worthless checks with no routing or account numbers. I have called at least 12 times since we received the checks in February. Every time they say it will take two weeks, then six weeks and now three months to replace these worthless checks. I am filing a complaint with the Texas state board of insurance and would encourage you to file with your. State board of insurance. I am also filing a complaint with the Missouri attorney general and have engaged an attorney to file a lawsuit for us.

Viking should know better. We have traveled a lot with Viking, but never again! Viking is no better than trip mate.

Trip mate is not going to pay for any of the medical bills for an injury on a trip. I went to see doctor when I got home - I did not want to see doctor/ go hospital in 3rd world county. Stay away from this company!

Very bed insurance company, Never use, Never trust!
They have very unprofessional and unserious behavior against customer. They are making decision to cover the case, issuing checks which cane be used in US and only 1-2 banks in Europe, then advising customer to request renaming of check if the person written in the check is unable to make cash out of check, and then sending letter that they are not covering case and are not going to pay. All agents in customer service talks very nice but no one is really helpful, i talked already 13 agents, stayed in line very long hours and no one was able to solve my case) i can accept that it could be lack of information between departments, maybe one department is not aware about already made decision of other department, but after my several emails and calls they can at least solve issue and send renamed checks per their first and communicated decision and not ignore customer by either not replying emails or saying supervisor will call you back and never call.
After 2 month of calling them and writing emails, today i got rejection of check and even they didn't call me back and said sorry for unprofessional behavior or wrote email with explanation of the reason of rejection. They don't care about customers. Never trust them.
And amount is 210 USD.

My partner an I booked a cruise with Viking to take place in 2020. It was cancelled due to pandemic and rescheduled for 2022. On the first day of the cruise he had a stroke and subsequently died. I submitted claims to Trip Mate and they lost my claim submission. Upon complaining to the BBB I at least got a response and was told my claim would be denied due to the fact it was paid for with vouchers. (I guess it doesn't matter that the original booking was paid for with dollars.) Then I was told my hotel and cab expenses would qualify for reimbursement and that I should resubmit along with a copy of his death certificate. So, I did and, again my claim was denied. I am not sure why we paid for insurance at all. This has been the worst experience of my life.

This company who was referred to me from US Tours the company that handled our trip to Clearwater Florida, and sold us insurance from tripmate and we were told it was a good policy, and should we have to cancel for any reason, getting our money back would not be a issue! Not the case here I am still fighting with this company for my refund due to death of a family member! So my advice do not trust either of these companies Tripmate or US tours to handle your future trips anywhere in the world they will tell you sell you on the insurance, but when it co es time to collect on a valid reason, rearrange their words to fit the reason why you were denied!

My family and I went to Holland for our vacation. My son and I contracted Covid and we could not fly back on our scheduled flight. Sadly, Holland doctors and hospitals won't see patients with Covid, and ESPECIALLY if you are a foreigner. So we couldn't get any official documentation. We had to change our flight and book alternative hotels until we were able to fly. When we submitted our insurance claim, they insisted on documentation that we couldn't possibly get since Holland doctors/hospitals turned us away. But the worst part is the COMPLETE lack of response and communication from TripMate. You have to file online and if you need to talk to someone, good luck. You may get someone on the phone but they basically tell you to keep checking the online portal – which tells you nothing.

Basically TripMate plays the "wait them out until they forget game". They are AWFUL, a complete waste of money, and (IMO) borderline fraudulent as they take your money but really have no intention of ever paying out a claim.

Had to come home early on a vacation due to a family member health issues and trying to get some refund but all they want are medical records and other private documents from the hospital/doctor. Their insurance is a joke. Will never take it again.

After some difficulty in getting my email with claim information entered into their system, Tripmate processed our claim within the advertised time and without any further bother to me. I provided all the documentation requested and completed all forms fully. In summary, the only issue I had was a delay in getting the initial claim email acknowledged and entered for processing.

Had to cancel due to illness. Never spoke with anyone. Just given a credit for $1800. Even with doctors letter still send an email. Will never use them again.

Got covid on the last day of our tour. I submitted the ridiculous amount of forms and they have been giving me the runaround for 5 months. Wish I checked reviews before I booked them. I would have seen all the 1 star reviews.

After advance...Hotel change, totally fake commitment for private cab,fake Volvo bus reservation.suggestions for all of you that never book this fake site.truly I booked it package he was fake commitment to me after that I had to call police in manali.

This company is a Scam. Do not buy their insurance. They ask every 30 days the documentation and after you submit they will ask again until you quit. They are a joke. Please do not fall in their lies. I submitted 3 times my documentation since July/22 and we are in November 30/22 and they are asking the same documentation submitted already. Do not use them.

As everyone has mostly reported, this company is extremely poor and possibly an organized fraud. We missed our connecting flight due to the president of the US having arrived at the airport (a shutdown). Viking was informed immediately and placed us on another carrier which we were told was full. Viking gave no other alternative, when we called again. This was a trip greater than 22K, greater than 1600 for the insurance, alone. Four months later we received an email stating they were still processing (Oct. 25,2022). In mid November we checked our claim status on line and it stated a rejection on the same October date?
We missed this trip through no fault of our own.
To the man who also missed a Viking cruise due to cancer, we were most sorry to hear your story. Bless you.
Thank you, Deborah NM