- Report: #1206844
Complaint Review: Trip Mate Inc. - Kansas City Missouri
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Author Not Confirmed
Why?
Trip Mate Inc.
9225 Ward Parkway Kansas City, 64114 Missouri, USA
Phone:
800-888-7292
Web:
www.tripmate.com
Categories:
Business Rating:
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Trip Mate Inc. Try to wear you out! Kansas City Missouri
I purchased a travel insurance from a company called, 'TravelSafe Insurance'. I paid around $150 to insure any unexpected accidents during my travel abroad. During the trip, I had an eye infection and went to a hospital. I paid $52 for consulting a doctor and medication. After coming back to U.S., I filed claim through an email with documents attached. When I called them a few days later, they told me they didn't receive anything. So I sent them an email again and they told me they didn't receive anything when I called them again a few days later. I sent again and they told me that they didn't receive any email from me. They also told me they would look for it and call me bacj. They never called me.
Therefore, I sent the claim documents by a certified mail with a return receipt. Finally, it showed that they received a completed claim form on their claim activity under my claim number. However, about a month later, they requested a formal travel itinerary from me to process the claim even though it was obvious and easily verified from the copies of my passport and other documents. So, again, I sent the itinerary by a certified mail with a return receipt and it showed that they received a miscellaneous information on the activity log.
It took four(4) months and two(2) certified mails to get $52 back from Trip Mate Inc.
P.S.- When you call them, it appears on activity log that you called. I guess they upload activities that you can prove it happened. (You can prove from your phone record that you called. You can prove with a return receipt of a certified mail that they received your mail. I guess you cannot prove that they received your email you sent) It seems that Trip mate is the mother ship and other insurance companies( for example, TravelSafe Insurance ) sell insurance as a broker. I didn't know Trip Mate was was the company handling claims until I started the filing process. I wanted to find out how far they would go rather than getting the money(It was only about $50) Most people will be worn out and will give up pursuing further.
1 Updates & Rebuttals
Trip Mate
Kansas City,Missouri,
USA
Trip Mate's Response
#2UPDATE Employee
Wed, April 08, 2015
I’m sorry to hear about your negative experience filing a claim. I understand it can be frustrating to submit information and it not be received. There are a number of possible technical reasons this happened, but that doesn’t change the fact you were asked to send it multiple times. We should have done a better job finding a solution more quickly. Thank you for taking the steps to send the documentation by certified mail. I’m glad to hear this resolved the issue. Even though it may seem unnecessary, when more information is requested, it is usually an attempt to help clients get the most out of their claim. Our claims department is held to a high standard of quality to make sure your claim is processed timely and correctly, and in your case, we needed to be more timely and proactive. Please accept my sincere apologies for the inconvenience. Thank you for taking the time to share your experience. Your feedback will help us improve and prevent this from happening to anyone else.
