Trip Mate

Trip Mate Complaint

A TripMate claim starts with the assumption that I am a liar and trying to extort money from them. Good luck! I spent over 46 hours of my life I will never get back in trying to complete their complicated, ridiculous claim process. Ten of us went on a Viking cruise of a lifetime with our mother who was turning 80 during the trip. We bought the travel insurance. We thought we were covered when our trip started out delayed in Atlanta due to storms. Missed our connection to London, an extra 2 days we added to our trip then on to Paris for a river cruise. The extra 2 days was a “deviation” by Viking terms and was therefore “not covered”. We lost over $1000/couple for hotel, transfers, and train from London to Paris. If you call TripMate prepare to wait for upwards of 20-30 minutes or if you leave a message for them to call you back (within 24 hours) and you’re not available you have to start all over. Prepare to send in ALL your documentation, then resend and possibly re-resend a third time. Oh and each time you resend something, they restart the 30 day review for processing your claim. We sent in documentation for over $1600/couple for what we lost by not going to London plus the added expenses of an unplanned stay in Atlanta and trying to get to Paris. After 90 days they only paid $168/couple. Their business practices are very deceptive and unethical at the least. We were led to believe that our entire trip was covered by their exorbitant insurance premium. I honestly think they make the process so complex so you will just give up and say it’s not worth it. Customer service and customer satisfaction are obviously not part of their vision statement or any guiding principles of their business. Bottom line: DO NOT use TripMate!

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