Founded in 1988, travel insurance provider Trip Mate offers services including travel and medical assistance, concierge services, and legal assistance.
Each insurance policy is only available through a Trip Mate business partner. Partners include travel suppliers like travel agencies, cruise lines, and tour operators. Each offers a specialized plan and schedule of benefits. These can include emergency medical expense benefits, as well as travel assistance for things like lost or damaged baggage or delayed transportation.
Plans are underwritten by Arch Insurance Company (A+), Nationwide Mutual Insurance Company (A+), and United States Fire Insurance Company (A).
Each Trip Mate protection plan is designed for the travel suppliers and clients to be covered. This is a professional company that works to specialize its plans for suppliers, rather than individuals making their own plans with online research.
Customers can contact Trip Mate 24 hours a day via phone for travel assistance services and submit claims online.
Trip Mate travel plans come with access to Global XPI. XPI stands for Express Patient Information. This is a web-based health info service that helps to share info with your health care provider, physician, or pharmacist. It meets or exceeds HIPAA regulations. Access starts 90 days before your departure date and helps you share personal health information with providers in case you need treatment, including an existing medical condition, any current medications, or allergies.
Individuals cannot buy a policy from Trip Mate directly. They are only offered through third-party suppliers like a travel agent, tour operator, or cruise line. Some other travel insurance companies offer both public plans and additional plans privately through third-party suppliers. This company simply does the latter.
Sample plans, if any, will be provided via your travel supplier, not Trip Mate. This makes it hard to compare cost, insurance coverage, or benefits for a pre-existing medical condition, or any exclusions and limitations.
To all the consumers who are having to deal with Trip Mate, I feel your frustration and absolute disgust with this alleged travel insurance company. It is a crime that Trip Mate will not refund for canceled trips due to COVID19. Listed under the General Exclusions as reasons why "benefits are not payable for any loss due to, arising or resulting from" is a list of 21 items not covered. PANDEMIC is not one of them. With the pandemic warnings and actions taken by the World Health Organization, Homeland Security, United Airlines, AAA (who canceled the tour), and a 14-day quarantine when arriving in Hawaii how am I expected to take this trip? In addition, I am over 60 years of age and am immunosuppressed. So, I am supposed to risk my life to go on a trip to Hawaii which officials are advising me not to take. I guess it is unreasonable to expect to receive the services that I paid or a refund when I do not receive those services based on the travel insurance policy I purchased from Trip Mate. TRIP MATE - Have you been hiding under a rock? Has your CEO been watching or reading the news? Have you looked outside your corporate offices and seen the results of quarantining from this disease? Do you realize that you are taking advantage of people during a pandemic for your bottom line in profits? Do you expect that people will use your company in the future and/or lie down and take this crap from Trip Mate? TRIP MATE - I am not interested in your canned messages. I have already asked to speak with a supervisor on two occasions. The last so-called customer service representative I spoke to on 4/17/2020 hung up on me after I requested to speak to a supervisor. I will find every forum to express my outrage for Trip Mate in order to warn the public about the corruption taking place at Trip Mate.
Avoid at any costs!!! Scam and fraud all I can say. Don’t waste your money. They will find any excuse not to give you a refund. My trip was insured, my baggage was insured. I arrived to the destination. My baggage was delayed as it wasn’t transferred from overseas by the airline. Did not have my bags for 2 days. Insurance refused to give refund explaining that my trip was over when I lended...well... Don’t waste your money. They won’t refund you anything!
American Airlines cancelled all flights out of Bolivia because of social unrest over the presidential election; one of those flights I planned to be on; Santa Cruz to Miami. Was supposed to spend the night in Miami before continuing on so I booked a room in Miami. Of course I lost the reservation as I was now routed through Buenos Aires and on to Miami on an all night flight. When I contacted Trip Mate they told me there was only one reason they would allow a claim and that is if there had been a terrorist event and the airlines cancelled for that reason. THE ONLY REASON? Surely they can be more creative than that. How about adding: 1. Airstrip covered with molten lava 2. Earthquake swallowed airport 3. Bubonic plague pandemic eliminated all passengers 4. Nuclear bomb obliterated whole area around the airport Just having one reason to allow a claim seems quite narrow. Last time I will use anyone connected with Travel Mate, in this case it was Cheapo Air.
The Attending Physician's Statement in Trip Mate's company claim forms violate HIPPA laws. The questions on this particular form are too personal and should not be a concern on why a customer must cancel a trip. The only information Trip Mate should require is dates, basic description of the medical reason and a doctor's signature. What business is it to anyone, what surgical procedures someone had or what medications he or she take?