Complaint Review: TripMate

I purchased an all-inclusive vacation package from Delta Vacations to Grand Bahamas for my birthday.

Two days prior to departure, I came down with a nasty sinus infection, which left me in pain.  As I have always done with any vacations, I always purchase travel insurance for "just in case incidents” In the case of this vacation, Delta has a contract with Trip Mate for insurance.

As such, the consumer does not have a choice in picking travel insurance companies.  In any event, since I was not able to make my vacation, I contacted Delta Vacations who advised me that I must contact Trip Mate.  I filed my claim online and provided them all requested required documents: doctor's note, prescriptions, payment of medications, and trip itinerary. 

I was informed by Trip Mate that the claim would be processed within 10 business days.  My claim was filed on the June 26th and was scheduled to be completed by July 13.  I called Trip Mate on Monday and was told "we need another week" to finish processing your claim.   Today I went online and went to claim status, and it now says "PEND CLAIM FOR ADD'L INFO FOR 21 DAYS” This is unacceptable as they have previously informed that they have all required documents.  In this day and age of email and the ability to upload documents, why in the world would they hold a claim for 21 days?

I am beyond angry with this travel insurance agency.  I would like my money ($1700) refund back so I can pay my credit card company back for the charge for a trip I was not able to make.  In the future, when I book another vacation, I would suggest avoiding this company.  They are not professional at all.  If you don't keep on top of things, you will never know what is going on with your claim.  They are very slow in processing claims.  Heck, medical and vision plans process claims faster than this company does.

Avoid this company at all cost.