My wife was hospitalized in Germany (we’re from the USA) after a fall in which she broke four ribs and then developed blood around her lung, requiring a drain to be inserted. The rep I spoke with jump... See more
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Filed basic medical claim which was not user friendly. Should have been slam dunk for treatment of sinus infection on Viking cruise. Was denied with no explanation. Had to follow up myself online to... See more
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Trip Mate helped to guide us through the entire process. They were empathetic, and answered our questions thoroughly and completely. We are very satisfied with the result. We will not hesitate to use... See more
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Trip mate refuse to give refund for flight cancellation that was booked to attend a funeral, due to unforeseen reasons I can not explain here the travel plans had to be cancelled, however TripMate is... See more
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Company details
Written by the company
Trip Mate is the partner that leading travel professionals turn to for high-quality travel protection products and services for the traveling public. In addition to offering industry leading travel insurance plans, we provide administrative service...
Contact info
P.O Box , 63042, Hazelwood, United States
- tripmate.com
3.5
Average
1K reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
My wife was hospitalized in Germany…
My wife was hospitalized in Germany (we’re from the USA) after a fall in which she broke four ribs and then developed blood around her lung, requiring a drain to be inserted. The rep I spoke with jumped into action and kept me informed of everything they were doing. They spoke with the doctors, the hospital and made arrangements for my wife to fly home with the drain still in place, after a 7 day hospital stay. They provided a nurse to accompany us as well as transport to the airport and transport to our local hospital to remove the drain. All costing nothing out of pocket was a blessing! We’re awaiting settlement of our travel interruption claims. We’ll also be submitting a medical claim after we receive our EOB from our medical insurance company (we expect a partial reimbursement from our company with the balance covered by Trip Mate.
Date of experience: May 22, 2025
Reply from Trip Mate
Thanks for sharing your feedback with us, Ed. We're sorry to hear about your travel woes, but happy we were able to assist!
Not too easy but on the end worked for me
Honestly,was not easy for me to file online but after talking to representative I was able to print all forms and filled them manually.
A month later I had my money back .
Date of experience: May 13, 2025
Reply from Trip Mate
Thank you for your business and your review, Renata! We strive to exceed customer satisfaction!
Pleasant experience with help from Viking personnel
Initial reaction to form was that it was intended to discourage people from filing. However, Viking had personnel who walked me through the application. Ability to pause and continue later was great. Said I would get result in 30 days. Actually got a positive decision in a week!
Date of experience: June 15, 2025
Reply from Trip Mate
Thank you for your review, Henry! Thanks for sharing your feedback with us about your positive claim experience.
Did not approve 50% of legitimate…
Did not approve 50% of legitimate expenses for my claim. Called but could not get a rep on the phone.
Date of experience: June 26, 2025
Reply from Trip Mate
Thank you for your review! We would be happy to offer assistance with this matter. Unfortunately, we are unable to locate your claim or policy with the information in this review. Please email our Customer Experience department at CXCareTeam@generalitravelinsurance.com with more details. We hope to hear from you soon!
Trip Mate helped to guide us through a very difficult time
Trip Mate helped to guide us through the entire process. They were empathetic, and answered our questions thoroughly and completely. We are very satisfied with the result. We will not hesitate to use them again!
Date of experience: June 24, 2025
Reply from Trip Mate
Thank you for your business and your review, Janet! We strive to exceed customer satisfaction!
Buy or beware?
How to cancel my flight cuz my sister has cancer, and it has gotten worse very low white cell. Count so she can't have visitation she's isolated. Now I'm being told that I need to supply doctor's note from her medical records like what for. I paid the extra money not to have this kind of headache. So now they deny. Me I'm out the money for the ticket plus the extra money for the insurance. This is a full-blown, scam. Buy or beware never buy insurance from these people or read the fine fine fine fine print.
Date of experience: June 20, 2025
Reply from Trip Mate
Thank you for your review, Lalo! We would be happy to offer assistance with this matter. Unfortunately, we are unable to locate your claim or policy with the information in this review. Please email our Customer Experience department at CXCareTeam@generalitravelinsurance.com with more details. We hope to hear from you soon!
Easy enough to file claims
Yes, there are plenty of documents to submit, but easy enough to get and upload. Travel agent also helped get needed info. But, the process was quick. I filed on 5/25, rec'd confirmation email 6/10, and rec'd refund 6/20.
Date of experience: May 25, 2025
Reply from Trip Mate
We are pleased that we were able to exceed your expectations, Caroline! Thanks for sharing your positive feedback with us about your positive claim experience.
Filed basic medical claim which was not…
Filed basic medical claim which was not user friendly. Should have been slam dunk for treatment of sinus infection on Viking cruise. Was denied with no explanation. Had to follow up myself online to determine status.
Since this post, Tripmate has responded and appears to have settled claim
Date of experience: May 10, 2025
Reply from Trip Mate
Thank you for sharing your feedback. Richard. We're sorry to hear about the circumstances surrounding your claim and apologize for the delay as we take customer service and the claims review process very seriously. We're pleased to advise that your claim has since been finalized, and you should have received a follow up phone call from a dedicated team member.
Save all of your trip information and charges for which items.
First time I have had to make a claim. Very happy it was there. Claim form was difficult but call to office got me back on track. Too depressed by health issue which caused return home, to complete early.
Date of experience: October 11, 2024
Reply from Trip Mate
Thank you so much for your feedback, Judith. We're sorry we didn't meet your expectations this time. We're happy to let you know that your claim has now been finalized, and you should have received an update with more information from a dedicated team member. If you have any further questions, please let us know—we’re here to help!
Trip mate HORRIBLE
Trip mate refuse to give refund for flight cancellation that was booked to attend a funeral, due to unforeseen reasons I can not explain here the travel plans had to be cancelled, however TripMate is aware of the circumstances. I’ve been trying to get my refund for over 4 months now. And every time. I check into the claim they request more information or documents, which I have provided to them on every request, yet they continue to start over the process every time more information is requested. Now after 4 months they have made a decision and refuse my claim and not to give me my money back $2000 is a lot of money to lose out on. DO NOT PURCHASE TRAVEL INSURANCE FROM TRIPMATE…. File a complaint on the BBB
Date of experience: January 28, 2025
Reply from Trip Mate
Thank you for your review, Wanda! We would be happy to offer assistance with this matter. Unfortunately, we are unable to locate your claim or policy with the information in this review. Please email our Customer Experience department at CXCareTeam@generalitravelinsurance.com with more details. We hope to hear from you soon!
It took 6 months & many many many calls
It took 6 months & many many many calls
To get are money back cancelled in Oct 2024. Receive end of may 2025. The worst horrible experience ever with travel insurance, very stressful, and then accumulated all the interest.
Never again!!!!!
Date of experience: October 15, 2024
Reply from Trip Mate
Thank you for the review, Corinna! We always aim to exceed customer expectations, and we're sorry we fell short in your case. We apologize for the delay as we take customer service and the claims review process very seriously. We're pleased to advise that your claim has since been finalized. Your feedback is valuable to us, and we will use it to make improvements.
My wife had travelled half the trip to…
My wife had travelled half the trip to USA and had a baby there. But Now the doctor has advised to not travel for a few weeks due to her postpartum but she already has travel date.
Does the basic plan of Tripmate covers this case cancellation???
Date of experience: June 15, 2025
Reply from Trip Mate
Thank you for your review, Hammad! We would be happy to offer assistance with this matter. Unfortunately, we are unable to locate your claim or policy with the information in this review. Please email our Customer Experience department at CXCareTeam@generalitravelinsurance.com with more details. We hope to hear from you soon!
Happy with service!
We had to visit the onsite Dr while on vacation in Jamaica. I had to pay upfront, of course, but started the claim once we returned. The process was smooth and the communication was clear. I was able to recover all expenses paid while on vacation.
Date of experience: April 14, 2025
Reply from Trip Mate
We are pleased that we were able to exceed your expectations, Destinee! Thanks for sharing your positive feedback with us about your positive claim experience.
Denied
Denied. I missed my flight due to a 5 hour traffic caused by 2 semis collided on the only road to airport. And my trip which suppose to take me 1:30 hours took 5+ hours just sitting in the bus. They told me that's not covered.
Date of experience: June 10, 2025
Reply from Trip Mate
Thanks for your review, Alex. We apologize for not meeting your expectations. We take customer service and the claims review process very seriously and cannot stress enough that it is important to review the coverage details of our plans via the Plan Document that’s provided at the time of purchase and contact us with any additional questions you may have. We also offer a free look back period with all of our plans to allow customers to cancel their policies within a designated period as long as they haven't already left on their trip or filed a claim. The plan is unfortunately unable to provide coverage for every event that might cause you to cancel. If there is something specific that you want to be sure is covered, feel free to ask about it before you purchase the policy. Please reach out to us at customerservice@generalitravelinsurance.com if you have any additional questions or concerns.
Don’t be overwhelmed by the initial…
Don’t be overwhelmed by the initial impression of the paperwork necessary to file a claim. Customer service was excellent for us. Refund was so much quicker than we expected. Thank you Trip Mate
Date of experience: June 06, 2025
Reply from Trip Mate
We are pleased that we were able to exceed your expectations, Nancy! Thanks for sharing your positive feedback with us about your positive claim experience.
Harassment?
I suffered a fall next to last day of cruise. Spent 7 days in the hospital with surgery in Vietnam. Apprised by Trip Mate that checks would be arriving for time missed on the cruise. Checks never arrived. Contacted Trip Mate to learn that the checks had been issued and were cashed. Images of the checks sent by Trip Mate (at my request) reflected signatures not mine nor my partners and the checks were also endorsed to another person. Trip Mate had my bank send verification that they had not received the checks which my bank did. Still no checks. Trip Mate then asked my bank to investigate. Since the checks were not issued by my bank, my bank's fraud dept. believes the situation is not theirs to investigate (to which I agree). This was relayed to Trip Mate and...still no checks.
Date of experience: January 01, 2025
Reply from Trip Mate
Thanks for your review, Deborah. We’re sorry to hear about the circumstances surrounding your claim payment and for not meeting your expectations. We take customer service and the claims review process very seriously and strive to provide a fair, equitable and timely process for all customers. A dedicated claims team member is investigating your case further and will be in touch with you.
Terrible
Terrible. Had a legitimate reason for cancelling our trip and gave us coupons for a future Sandals trip. Do yourself a favor and forget about this company. Customer service is horrendous.
Date of experience: June 01, 2025
Reply from Trip Mate
Thank you for your review, AK! We would be happy to offer assistance with this matter. Unfortunately, we are unable to locate your claim or policy with the information in this review. Please email our Customer Experience department at CXCareTeam@generalitravelinsurance.com with more details. We hope to hear from you soon!
Quick and Easy!
The day before we were to leave on our carribean trip my husband was admitted to the hospital. I got on line and easily filed my claim, expecting a lot of difficulty getting reimbursed but it was very quickly approved and we received our refund a few days later. I am very impressed with this company and will use them for all future travel.
Date of experience: May 10, 2025
Reply from Trip Mate
We are pleased that we were able to exceed your expectations, Ellen! Thanks for sharing your positive feedback with us about your positive claim experience.
Glad for insurance and process was easy
I was so relieved the process for claims was so completely explained. I received my claim number, collected my documents and submitted the claim. The claim process was straightforward and fair. I am sad we had to cancel our trip but I will always want Trip Mate insurance now that I have experienced the need for it. A great service and product.
Date of experience: April 17, 2025
Reply from Trip Mate
We are pleased that we were able to exceed your expectations! We're sorry to hear about your travel woes, but happy we were able to assist and pay your claim! Thanks for sharing your feedback.
Very professional service
Very professional service. Only question I had was the breakdown of payment and the seperate checks for reimbursement.
Date of experience: May 28, 2025
Reply from Trip Mate
Thank you for your feedback, Bill. A team member will be reaching out to answer any questions or concerns you may have about your claim. Thank you for your review!
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