- Rating:
Summary:
Travelex is a rock-solid name in travel service, they have a simple selection of plans on their website, and their customer service is attentive and professional.
Editor Review of Travelex
The Good: Kids covered free on Travel Select plan; “Good, better, best” plan variety; Website is very easy to use; Upgrade options for families, adventure sports, etc.; Primary medical coverage on all plans; Short pre-existing condition look back period; Very reputable name and company stability.
The Drawbacks: ‘Cancel for any reason’ only available on Travel Max; Medical expense and Evacuation limits are not adjustable.
Recommended Plan: Travel Select is a great mid-range plan with good coverage limits, and it’s perfect for family travel since kids are included free. See all plans
The Bottom Line: Travelex is a rock-solid name in travel service, they have a simple selection of plans on their website, and their customer service is attentive and professional.
How to Get a Quote
Quote and buy direct: Get a quote directly at the Travelex website. A good choice if you know you want a Travelex plan and are ready to enroll.
Compare quotes from all companies: Click here to get quotes from all major travel insurance companies using a comparison tool.
Company Information
Company Name | |
|---|---|
| US Travel Insurance Association Member | Yes |
| Refund Policy | 10-day Free Look Period |
| Travel Insurance Plans | Package plans Travel Basic Travel Select Travel Max Business Traveler Travel accident plans Flight Insure Plus |
| Company Contact Information | Travelex Insurance Services P.O.Box 641070 Omaha, NE 68164-7070 1-800-228-9792 (8am-7pm Central Time M-F) 1-800-867-9531 Fax customerservice@travelex-insurance.com |
| Policyholder Questions | 1-800-228-9792 |
| Travel Assistance/Emergencies | Inside US/Canada: 1-855-892-6495 (toll free) Business travelers: 1-866-866-8155 (toll free) Outside US/Canada: call operator & connect to 410-308-2903603-328-1373 (no charge) Business travelers: 1-603-328-1739 (no charge) |
More About Travelex Travel Insurance
Travelex offers a wide range of travel insurance package plans and a couple travel accident plans.
Their package plans include all the expected benefits at good limits and affordable pricing. Covered reasons for trip cancellation and interruption are extensive and include job loss, terrorism, death or hospitalization of a destination host, and many more.
Upgrades for specific travelers, including families, active travelers, adventure travelers, and business travelers are available to fill any gaps in their policies.
Their website is easy to use and their plan documents are easy to read – very easy. Getting a quote is simple and can be done right from the home page, so there’s no hunting and clicking to find what you need.
Across their plans, Travelex has made it very easy to locate and calculate plan pricing. Plus, their plans are considered very affordable when compared to other plans.
Highlights of Travelex Travel Insurance
- Travelex plans are easy to understand and price, plus they are some of the most affordable plans on the market for excellent coverage.
- Their plans also include comprehensive travel assistance services, including concierge, business, and travel emergency services with every plan.
- Claims procedure instructions are clear and included right in the description of coverage, so there’s no hunting for what you need to retain when it’s necessary to make a claim.
- Kids are included free on Travel Select plan.
Optional Coverage Available in Travelex Plans
- Optional Transportation Pak adds flight AD&D of $200,000 per person and up to $35,000 in rental car damage protection.
- Optional Active Family Pak adds sports activity waiver, child care and tuition fee reimbursement for trip cancellations and interruptions, overnight movie rentals and kennel fees in the event of trip delays, and pet medical and medical evacuation expenses.
- Optional Adventurer Plus Pak adds sports equipment coverage, additional medical, search and rescue, adventure activity waiver and more.
- Optional Professional Pak adds trip cancellation and interruption for business reasons, Internet usage and airline club admission fees in the case of trip delays, and additional business property coverage (up to $500, $150 deductible applies).
How to Get a Quote
Quote and buy direct: Get a quote directly at the Travelex website. A good choice if you know you want a Travelex plan and are ready to enroll.
Compare quotes from all companies: Click here to get quotes from all major travel insurance companies using a comparison tool.
Travelex Travel Insurance plans
Package Plans
Travel Basic
Basic, affordable protection for those on a budget with useful optional upgrades
A good travel insurance plan for individuals and families on general vacations and on a budget. It provides coverage for the essential travel risks for trips of 30 days or less. The optional upgrade adds flight AD&D and coverage for rental cars.
Travel Select– Most popular plan
Good coverage with multiple upgrades and children under 21 are covered at no additional cost
This is excellent family-friendly coverage for trips up to 180 days. Children under 21 are covered free when traveling with a covered adult. Multiple upgrades allow you to customize the plan to suit your needs. Good coverage for all the expected package plan benefits.
Travel Max
Comprehensive, full-featured travel insurance plan with pet-friendly benefits
Comprehensive coverage with unique benefits for lost, stolen, or damaged business property and pet medical expenses. Sporting equipment is also covered, as well as reimbursement to return a covered vehicle home if you are unable to drive. Travel delay benefits include reimbursement for Internet usage charges, airline club charges, and additional kennel expenses.
Business Traveler
Excellent coverage for the business traveler – traveling on business or on incentive trips
Generous trip interruption, travel delay, and baggage benefits, along with automatic coverage for business property. Medical evacuation and 24-hour AD&D included in the base plan along with comprehensive concierge and business travel assistance services. Several optional upgrades round out this coverage that can be purchased for single trips or on an annual basis. Ideal for individuals or businesses.
Travel Accident Plans
Flight Insure Plus
Excellent travel accident protection for single trips or as an annual plan
This is broad flight accident, medical, and evacuation coverage with a few extras for trips of 180 days or less. This is accident-only coverage for U.S. travelers with adequate medical coverage back home who need a little extra medical coverage for out-of-network costs and term life.
How to Get a Quote
Quote and buy direct: Get a quote directly at the Travelex website. A good choice if you know you want a Travelex plan and are ready to enroll.
Compare quotes from all companies: Click here to get quotes from all major travel insurance companies using a comparison tool.
Screenshots of the Travelex Website
How to Get a Quote
Quote and buy direct: Get a quote directly at the Travelex website. A good choice if you know you want a Travelex plan and are ready to enroll.
Compare quotes from all companies: Click here to get quotes from all major travel insurance companies using a comparison tool.
DO NOT BUY TRAVEL INSURANCE FROM THIS COMPANY! My husband and I travel frequently and up until our last trip we purchased travel insurance thinking that if something were to happen it would cover our loss. We were traveling to Dublin and our flight to PHL was cancelled. The airline did not tell us the exact reason for cancellation but it was November and it was raining and windy so our assumption was the weather. We waited at the airport for the later flight that was eventually delayed past the time that we could make our connection. We acknowledged at this point that our hotel night would be forfeited because we would not get to Ireland in time for that day. Oh but wait! We have travel Insurance! We called the travel insurance company who offered no assistance but to file a claim after our trip. We called the hotel who told us at that time it would be too late to cancel our stay. So we drove to PHL and caught a flight the next day. When we returned home, I took the necessary steps to file the claim. It has been months of paperwork and followup. Each time they said they would communicate with me by email and I would wait and wait for communication. I started to call every week to review my status to hear that they had mailed me letters that I never received. In other words, not email. I finally received an email from American Airlines stating that our flight had in fact been cancelled that day and that it had occurred due to air traffic control issues. So in conclusion, our claim was denied because it was not a “covered” reason. Lots of time wasted. Will never purchase again.
Thank you for taking the time to post. We do appreciate you notifying us regarding your claim experience. We are sorry for the issues you encountered while traveling. We value your business and process claim(s) with every consideration related to the details of the plan purchased.
Based on the limited information you have provided in this feedback post, we are unable to review the necessary information related to your policy. Please feel free to provide me with your information (first and last name & confirmation number) so I can contact the appropriate claims administrator on your behalf to further assist you. Please forward this information to TISReviews@travelexinsurance.com.
Obviously this is a company that has a problem with honoring claims. I have worked in law enforcement for over 15 years and I have told crime victims over and over to record serial numbers and keep bank statements to show losses. We frequently use bank records, serial numbers, and the B&E report affidavit to establish the elements of the crime in court. For some reason Travelex is above all of this and even when providing scan copies of receipts, records and other documentation to legitimize a claim they adhere to the insurance industry mantra of deny-delay-dispute. Items like ACH transfers (for a passport) and items that are several years old (in which I had long since thrown out the receipt) were denied outright. This company is criminal in my opinion – my claim was outright denied because it was a B&E to my car enroute to Disney. Then when I complained and contacted the CA Department of Insurance they began to initiate a claim and deny each item because the original receipt was not provided and/or was a scanned copy. I know Travelex has no intention of honoring any item in my claim, as they denied each and every other individual on this board. My next step is to forward a link to this site to a few insurance lawyers in hopes they can initiate a class action suit as well as to Disney in hopes that this is a small step in putting the real criminals out of business.
Dear Mr. Byrne:
Thank you for reaching out to us on Travelinsurancereview.net regarding your claim situation. Although you wrote this review on March 1, 2016, Travelinsurancereview.net did not post your review until April 6, 2016; which is why Travelex Insurance Services is delayed in responding to you.
Insurance is highly regulated and in order to confirm coverage, documentation is an important part of the claim process. Occasionally, additional documentation is required by our claims administrator in order to validate coverage as it relates to the specific conditions as listed in the plan purchased.
I have personally contacted the Claims Administrator on your behalf; the claims examiner did advise that they have contacted you via mail on February 19, 2016 to clarify what is required documentation and provided alternatives for documentation you may submit to support your claim.
It is in no way an attempt to deny or delay payment of your claim but rather, it is our normal protocol to request this documentation in order to support all baggage loss claims.
If you require any additional information or assistance, please feel free to contact the Client Services Department at 1-888-526-0260.
Kind Regards,
Marcy Steinspring
Travelex Insurance Services – Administration, Risk & Compliance Manager
Please note: All terms, conditions, exclusions and provisions of the plan apply. All benefits will be determined at the time a claim may occur based on the information and documentation submitted.
Read the fine print on every single page. I would not buy Travelex again. We bought it for Disney and my daughter lost her glasses and Travelex refused to cover the loss and they buried the exclusion on page 17 of the brochure, no where near the section about baggage and personal effects. I will find a better carrier next time.
here is what it says:
The following exclusion applies to the Baggage and
Personal Effects, Baggage Delay coverages:
We will not pay for damage to or loss of: animals;
property used in trade, business or for the production
of income, household furniture, musical instruments,
brittle or fragile articles, or sporting equipment if the loss
results from the use thereof; boats, motors, motorcycles,
motor vehicles, aircraft, and other conveyances or
equipment, or parts for such conveyances; artificial
limbs or other prosthetic devices, artificial teeth,
dental bridges, dentures, dental braces, retainers or
other orthodontic devices, hearing aids, any type of
eyeglasses, sunglasses or contact lenses; documents
or tickets, except for administrative fees required to
reissue tickets; money, stamps, stocks and bonds,
postal or money orders, securities, accounts, bills,
deeds, food stamps or credit cards, except as noted
above; property shipped as freight or shipped prior to
the Scheduled Departure Date; contraband.
We will not pay for loss arising from: defective materials
or craftsmanship; or normal wear and tear, gradual
deterioration, inherent vice; or rodents, animals, insects
or vermin; or theft or pilferage from an unattended
vehicle; or mysterious disappearance; or electrical
current, including electric arcing that damages or
destroys electrical devices or appliances.
After my oversee flight was canceled, I asked TRAVELEX for refund. I was na"ive. My request was firmly denied. As per Travelex rep, flight compensation can be done only because of extreme weather conditions or local union strike. And I need written approval for it. Unbelievable. Later I received a ton of insurance policies from TRAVELEX, STONEBRIDGE INSURANCE and TRANSAMERICA INSURANCE. Well, try to figure out who is who and who is responsible for what.
CONCLUSION: NO MORE ANY KIND OF FLIGHT INSURANCE! And I will use any possible chance to warn about it my friends, coworkers, neighbors, relatives etc.
Hello Victor,
We do appreciate you notifying us regarding your concerns. We review and process our clients’ claims with every consideration related to the details of the situation. Occasionally, additional documentation is required by our claims administrator in order to validate coverage as it relates to the specific conditions as listed in the plan purchased.
Based on the limited information you have provided in this feedback post, we are unable to review the necessary information related to your policy. Please feel free to provide me with your information (first and last name & confirmation number) so I can contact the appropriate claims administrator on your behalf to further assist you. Please forward this information to TISReviews@travelexinsurance.com.
Kind regards,
Angela Kleen – Travelex Administration
Our family scheduled a nine month trip out for May 2016 for daughter’s graduation. The school district she attends posted her high school graduation date on the day of our arrival into Rome. We called Travelex Insurance first. We advised we needed to change dates of trip. At first we were told this would not be covered. It was a pull and push conversation due to the provisions within the wording of the insurance contract. Finally a representative did advise that we could file a claim and that it would be covered, she did apologize and indicated that they have different insurance coverage. It could have been a terrible experience with Travelex, but luckily we given hope that they are truly wanting to work with us. Thumbs Up Travelex for making every effort to provide great customer service. Thank you, Joseph Dansereau and Jennifer Plaska
Hello Ms. Plaska,
We do appreciate you notifying us regarding your travel protection plan. We review and process our client’s claims with every consideration related to the details of the situation.
Based on the limited information you have provided in this post, we are unable to review the necessary information related to your travel protection plan. Please feel free to provide me with your information (first and last name as it is listed on the policy, exact travel dates, and confirmation number) so I can contact the appropriate claims administrator on your behalf. Please forward this information to TISReviews@travelexinsurance.com.
Kind regards,
Angela Kleen – Travelex Administration
I purchased travelex insurance through Costco for a Disneyland trip. Word from the wise!! Do NOT purchase insurance through this company! I have PTSD and it was worsening and my doctor DID NOT want me flying as this would exacerbate it. My claim was denied. Watch out for exclusions with this company. They obviously do NOT want to refund your money. They were difficult to work with as well. I kept getting the run around saying they didn’t have a claim for me, then they said, they couldn’t find me in the system, then their customer service was uncooperative and not friendly. Just don’t use this company. DO YIUT HOMEWORK!
Dear Ms. Childs,
Thank you for taking the time to provide feedback related to your claim on Travelinsurancereview.com (August 10, 2015). Unfortunately, Travelinsurancereview.net, an independent review site that is not controlled by Travelex, didn’t post your review until approximately Monday August 31st , 2015. We apologize that your review did not get posted in a timely manner. Travelex was made aware of your review on Tuesday September 1st.
I have contacted the Claim Administrator on your behalf and was advised they have been in communication with you regarding your claim, Wednesday September 2, 2015. It is my understanding, that the Claim Administrator upon receipt of an appeal has reviewed and advised you what is required to finalize your claim.
At this time, the Claim Administrator is waiting for additional paperwork to proceed with the assessment of your claim.
The claims contact information is below –
Transamerica Claims Administration
Travelex Claims Department
4600 Witmer Industrial Estates, Suite 6
Niagara Falls, NY 14305
Phone: 1-888-526-0260
Fax: 1-877-367-2496
We value your business and process claims with every consideration related to the details of the policy.
Kind Regards,
Marcy
Marcy Steinspring
Travelex Insurance Services, Inc.
Please note: All terms, conditions, exclusions and provisions of the plan apply. All benefits will be determined at the time a claim may occur based on the information and documentation submitted.
Purchased trip cancellation from this company for a trip to Australia. My wife developed a medical condition as well as got pregnant and doctor wrote a letter stating she could not fly. I filed a claim with Travelex and they would not work with me.
Very unfair and will never use them. I am pursuing other avenues to recover.
Thank you for reaching out to us on Travelinsurancereview.com regarding your claim situation. Travelex makes every effort to review all concerns from our clients.
Travelex will be sending you an email directly regarding your claim in order to maintain Privacy and HIPPA Laws.
We empathize with you regarding your situation however; the 2 events which you identified that caused you to cancel your trip, either occurred prior to the purchase of the plan or is an exclusion listed in the plan. The plan you purchased is a named peril policy, meaning you must cancel due to one of the 11 reasons for Trip Cancellation reimbursement. As such, we had no choice but to maintain the denial of your claim.
Our recommendation is a follow-up with the travel supplier for your trip to Australia, to see if they are able to assist you with a possible future travel credit.
Insurance is highly regulated and we process claim(s) with every consideration related to the details of the policy. We hope this response and our email communication provide clarification on the plan benefits and claims process.
Hello Mr. Hakkenberg,
Thank you for taking the time to post!
It’s important to our company to hear that our claims processes are fair and reimbursement for losses are received promptly.
We appreciate the kind words and we look forward to insuring your future travel!
Thanks again and have a wonderful day!
Last March (2014) I purchased travel Insurance for my wife and Me for a trip scheduled in June to Yellowknife, Nortwest Territories. My wife became ill and she needed treatment at the local hospital. They didn’t ask for payment at the time. However, seven months later I received a bill. I paid it and sent the bill and credit card slip to Travelex. Absolutely no problems, even though it was rather late. I received a reimbursement within three weeks. I’ll be calling you again for my next trip! Thanks
I am very disappointed in my experience with Travelex Travel Insurance. I purchased the insurance for our trip to Paris. After a horrible experience at the airport due to 2 different planes with mechanical issues, our flight was delayed from an afternoon flight until a 10 am flight the next day causing the loss of a complete day in Paris. This ‘trip interruption’ caused the need to change our plans while in Europe. I called Travelex the day of the delays and on the phone we discussed which receipts I would need to file for the trip interruption. After turning in all the paperwork, I received a check for 14% of the claim (about $130 per person on tickets costing over $640/person & the other fees accumulated from changes that followed the trip interruption). When I called to dispute this, I was instructed to put into writing everything to describe what had happened and the circumstances. I did so and had to wait another 2-3 weeks to find out that it was denied because it didn’t matter that the trip had been so delayed as we technically arrived in Paris on almost the correct day. Totally unacceptable and I won’t be using their travel insurance again. I would advise everyone else against using them as well.
Thank you for taking the time to post. We do appreciate you notifying us regarding your claim experience. We are sorry for the issues you encountered while traveling. We value your business and process claim(s) with every consideration related to the details of the policy.
We will personally reach out to the appropriate claim department on your behalf to obtain additional information regarding your claim. Once we are able to review your situation, we will reach out to you directly. If you have any further questions at all, please do not hesitate to let us know via email at TISAdminsupport@travelexinsurance.com.
Be aware of exclusions! I had extra expenses on a recent trip to Europe due to a stolen passport which delayed our return home. We were supposed to fly out on a Monday morning and due to Embassy Business hours had to delay our return until Tuesday so we could get a new passport for my family member on Monday morning. Even with a police report and documentation from my travel agency regarding the additional airline costs, Travelex denied my claim for airline change fees, leaving me out of pocket almost $800. I won’t be buying from Travelex again.
Thank you for taking the time to post. We do appreciate you notifying us regarding your claim experience. We are sorry for the issues you encountered while traveling. We value your business and process claim(s) with every consideration related to the details of the policy.
We will personally reach out to the appropriate claim department on your behalf to obtain additional information regarding your claim. Once we are able to review your situation, we will reach out to you directly. If you have any further questions at all, please do not hesitate to let us know via email at TISAdminsupport@travelexinsurance.com.
Thank you for contacting us regarding your claim experience. Please provide the full name and Confirmation Number for the policy in question , and we will personally reach out to the appropriate department on your behalf to obtain additional information regarding your claim.
As always, we appreciate your patience as it takes time to investigate each claim, which is based on the documentation you provided to our Claims Administrator and the policy provisions. Once we are able to review your situation, we will reach out to you directly. If you have any further questions at all, please do not hesitate to let us know via email at TISAdminsupport@travelexinsurance.com.
I recently purchased this Travelex insurance through cruise web. Unfortunately, I had to cancel since my mom has DM and HTN and her condition has been worsening. I therefore need to travel oversees, I sent them the doctors note but they are giving me the run around the wording.They don`t seem to understand that since my mom is oversees I can`t get the doctor to send me papers back and forth. It is a shame that you pay for insurance and when you need to use it , the company is not compassionate.
I would not recommend this company to anyone.
Thank you for taking the time to provide feedback related to your claim.
We do appreciate you notifying us regarding your recent claim experience. We review and process our client’s claims with every consideration related to the details of the policy.
We will personally reach out to the appropriate department on your behalf to obtain additional information regarding your claim. Once we are able to review your situation, we will reach out to you directly. If you have any further questions at all, please do not hesitate to let us know. via email at TISAdminsupport@travelexinsurance.com.
Thank you for taking the time to post. After further consideration of additional medical documentation, the Claims Administrator has determined that benefits are payable. At this time, we are awaiting the cancellation invoice and penalties from your travel supplier.
I am totally disappointed with travelex insurance. I was visiting my ill sister in the hospital…
I was going to leave New York..where she was hospitalized , to fly to visit my daughter in Tennessee on Aug 27th, 2014
But my dear sister died on August 26th…
so of course I could not leave…we had a funeral on Aug 28th.
The head dr wrote a letter to Travelex, I send them the death certificate.. everything they asked for
then they told me my claim was denied because my sisters death was a foreseen condition.
well…. yes… we knew my sister would eventually die from leukemia but not when. there were many times we thought she was going to die then she would get better again. If I forsaw that she would die on Aug 26th I certainly would not have bought a ticket to leave town the next day. No one in my family knew when she would die.
I feel as if I have been ripped off and fooled by certain semantics.
not only did I not get back the money for my airfare.. but I also payed travelex for their insurance.
Deborah Berwin
Thank you for taking the time to provide feedback related to your claim.
We do appreciate you notifying us regarding your recent claim experience. We review and process our client’s claims with every consideration related to the details of the situation. Occasionally, additional documentation is required by our claims administrator in order to validate coverage as it relates to the specific conditions as listed in the plan purchased.
In the meantime, I have requested an overview of your claim file. Once we are able to review your situation, we will reach out to you directly. If you have any further questions at all, please do not hesitate to let us know via email at TISAdminsupport@travelexinsurance.com.
I have been advised by the claims department that originally your claim was denied as the condition that caused the cancellation was known and not unforeseen, when the policy was purchased.
The claims department did receive an appeal on November 27th, 2014, and the claim was paid on December 4th, 2014.
We empathize with you on the loss of your sister and hope you will think of Travelex the next time you are looking to insure your travel.
I purchased travel insurance for my wife on 30 Aug 2014, later that day, my wife felt sick and I took her to the emergency room at the local hospital, she was diagosed with Kidney Stones, one passed in the emergency room one was lodged in her kidney. There were no further complications concerning kidney stones, except for removing the stone that was lodged in her kidney at a later date…this condition was under control and not a factor in her trip cancellation.( in the travelex contract, as long as a condition is under control, it is not considered a ” pre-existing condition) .well, for the next 2 months my wife had one medical problem after another, shingles, and a urinary tract infection which caused her to be hospitalized for 3 days….my wife was set to travel on 4 Nov, 2014, but because of all of these illnesses, one after the other, didn’t feel that she was strong enough to travel, so, on 15 Oct, 14, I cancelled her trip and shortly after that filed a claim with Travelex…well, they cherry picked what the Doctor had wrote, determining that the Kidney Stones were the cause of the cancellation, ( that is NOT what the doctor said) when it had zero to do with the cancellation, the shingles and urinary tract infection being the cause of the cancellation) and denied my claim saying that because she was seen on 30 Aug, 14, and I purchased the plan on 30 Aug, 14 ( it was purchased before any illness occured when I went to make a claim, they told she had a “pre-existing” condition and they would not pay the claim….I will pursue this claim with travelex by any means necessary.
Thank you for taking the time to post. After further consideration of additional medical documentation, the underwriter did determine that benefits are payable and a check was issued on December 10, 2014.
I trust this resolution is satisfactory and we hope you will think of Travelex the next time you are looking to insure your travel. Thanks again and have a wonderful day!
I appreciate reading other people’s experience regarding travel insurance claims. I can say we recently had to file a claim for trip cancellation due to my travelling partner’s sudden illness. This was a trip to Ecuador to celebrate a 50th Birthday. There were four of us travelling together.
The paperwork was rather lengthy but thankfully the doctor was able to fill out the forms needed. We submitted the info and waited. I did send one email and got the standard response that I would have to wait 10-15 business days for a response. I eventually tried calling (I was just making sure they received all that they needed) and the specialist told me that the claim had been approved. No follow up emails or calls from them until I actually spoke with a person.
We recently received the checks in the mail. We have done several international tours and have never had to use insurance before (though we always get travel insurance). Overall, the process was pretty straightforward, although it would have been nice to get real feedback when I inquired.
Thank you for contacting us regarding your recent claim experience. We take the feedback of our customers very seriously and appreciate you taking the opportunity to express how we can improve certain steps within our claim process as we’re always striving to improve our services. We will personally reach out to the appropriate department. If you have any further questions at all, please do not hesitate to let us know via email at TISAdminsupport@travelexinsurance.com. Have a wonderful day.
Keeping my fingers crossed that we have a decent experience with them. We filed a claim for medical reasons on 9/26/14. We have yet to hear anything from them even with all the documentation from our doctor along with releases signed for specialists. This is our first time filing for something like this and was not sure about the whole process. When I inquired yesterday about the status of our claim (it said 10-15 business days) we got the automatic response that it’s under review and will respond in 10-15 business days. We’ll see.
We’ll see how this plays out. My wife’s new Ipod turned up missing after we disembarked from a cruise and made our way to another town before flying back to the US from the UK. We are preparing to file our claim, and we have the lost/found report that we’ve given to the cruise line since our return as well as an original receipt for a replacement.
Since we were no longer at the cruise, we could not file a report until we opened our baggage (which had been in a taxi with us) later in the day after we disembarked. For the same reason, we do not have a police report from the town in the UK where we stayed immediately after the cruise. It would have been pointless.
So–let’s see if Travelex adheres to their policy for the ~$300 reimbursement.
This is without a separate claim that may be pending due to American Airlines cancellation of our flight home and the necessity of booking our own hotel room at DFW + meal + taxis to/from the airport.
Thank you for taking the time to post. We are sorry for the issues you encountered while traveling. We value your business and will review and process your claim(s) with every consideration related to the details of the situation. In the meantime, I have requested an overview of your claim file and as soon as I receive the update I would be happy to comment further if necessary. I have your contact details and will contact you offline if you so desire.
Secondary post-
Upon further investigation of your claim file, I am pleased to see you were reimbursed in a timely manner. I show that the claim form and documents were received in our office July 17, 2014 and the claim was processed for payment on July 23, 2014.
Thanks again for taking the time to post.
Have a wonderful day!
This is a joke left 2 emails, I cant find my policy. My airline confirmed we have paid for this insurance and NO ONE can help us this is disgusting!!!!!
Hello Donna, Thank you for taking the time to post. I apologize if you feel like you’ve had a negative experience and have yet to receive a response from our company. In order to further assist you please email customerservice@travelexinsurance.com ATTN: Amber, provide your specific policy number and contact information and your policy will be emailed promptly.
I will never use this company again. Not only did they COMPLETLEY screw me over and way over charged, they charged me to return and get my money back. The lady was extremely inconsiderate and blamed me that it was my fault that I didn’t have enough, when I used THEIR website and had and extra $100 for each exchange. Wells Fargo will get my business for now on. This is a poor excuse of a company
Thank you for taking the time to post; I believe you are referring to another division of our company: Travelex Foreign Currency Exchange however we will personally reach out to the appropriate department on your behalf and request that they follow up with you direclty should you desire. Travelex makes every effort to review all concerns from our clients and we hope we can turn your negative experience into a positive one.
well where do I start !!!!!!!!!!
This company is a complete JOKE !!!!!!!!!!!! they treat people with no respect at all , They use people constantly to do there dirty work whilst they sun it up and do absolute nothing. The management is a complete farce they couldn’t organise a drinking session in a brewery that’s how bad it Is. They do nothing but lie to there staff and they all have more faces the Mout Everest. Oh and they love to under pay people.
Thank you for taking the time to post; the division listed here is Travelex Insurance Services. If you are a past employee of this division, I would love to put you in touch with our HR Manager. We take employee (whether past or present) feedback very seriously and want to be sure your concerns get addressed.
My partner and I purchased Travelex Select for our trip back to the US. We are expats living in France. We had a delay due to a snow storm and also got sick wihen we finally arrived. Travelex paid our claims quickly without any hastle unlike some travel insurance companies we have used in the past. We will continue to use Travelex.
What a wonderful post!
I’m glad to hear that your experience with our claims process was easy. We strive to make submitting a claim as simple as possible. With Travelex’ s coverage with no deductibles, you spend less time and hassle to receive reimbursement for eligible losses from us first, before any other collectible insurance.
We hope you will think of Travelex the next time you are looking to insure your travel! Thanks again and have a wonderful day!
We have purchased trip insurance for all of our WDW vacations. With kids you just never know!! Well, this last trip, end of January 2014, was our first experience needing to actaully use the insurance. My youngest son developed a fever/flu symptoms upon arrival to our WDW vacation and ended up with an ear infection too on our trip to WDW. We saw a Doctor for this condition, which he advised me to not exposed water to his ears and to let him rest. He had a high fever as well during this trip too up to 104.6. Well, being in WDW what kids doesn’t want to swim or be around water. That entire day was a bust for us. We were in the office almost 2 hrs and left our character breakfast early, my son was just too ill to care to eat or see characters, before the park even opened, which should be on record at AK due to we filled out a paper for illness while waiting to be picked up to go to a clinic. I submitted all the forms and even asked the agents because it was so much paperwork, if this was even necessary or something we would get reimbursed for and the women replied that yes we would get compensated and she understood it was a lot of forms to fill out, but felt we were justified on what had happened. Well, with all that said I just received my letter that they are not reimbursing us on our WDW trip interruption, which obviously is so in this case. What a total waste of my time!! I would not advise buying this trip insurance through this company. Especially if you have children. What is the use of paying the fee if they do nothing for you. Oh, I know they did payed the $5 prescription and $25 office visit. But compared to the costs, I would have been better off eating those costs as the trip insurance was well above those reimbursement fees. My health insurance payed the majority of that. So, in conclusions, I will look into a better trip insurance for the future for my family and will let others know my experiences as well.
Beware!
We have had a situation with Travelex Travel Insurance that travelers considering their insurance need to know about.
I had an elderly Mother, who lived with me, so we always got travel insurance for the past several years.
We had a cruise booked, leaving the 29th of Nov. 2013. I had gotten the insurance within the time frame to waive any pre existing conditions, etc.
Mother died on a Sat. the 19th of October. The service was the next week. Mother lived with us. I was her POA, so I tended to all the “after-death” details. After the first couple of weeks, I realized that I was not going to be able to make the trip. Travel Ex policy says to let them know of an incident within 30 days if possible, and to let them know immediately up on cancellation.
On the 11th of November, I called the insurance, asked them what I needed do upon cancellation to file a claim. They said to cancel, send them proof of cancellation and they would send the paperwork. I call Viking, cancelled and sent Travelex the Viking confirmation of cancellation. Travelex sent the paper work. Death certificate was not enough, I still had to get two doctors’ signed statements. (Even though the death was not due to a pre-existing condition, and I had the waiver for that anyway, I still had to get the paperwork for that.) Did that all. Travelex only reimbursed 50% of the trip. I appealed as I had done everything that I was supposed to do. They said that I should I should have cancelled and called “immediately upon her death”. The lady I talked to in appeals said, “within seconds” of my Mother’s death. My daughter, who has worked in the travel industry also talked to her and she said the same to her. I filed another appeal. I heard from that and they are still saying I should have cancelled and let them know “immediately”.
Their policy states that one should call them immediately to report the cancellation. I did that, but they are saying that means “to cancel immediately and immediately report the incident and cancellation to them”…… even that is crazy when a death is involved. (In appeal correspondence, they said I could have had 72 hours, but that is not mentioned anywhere in their policy.)
Never-the-less, if this is indeed how they interpret their policy wording, the people who use them need to know. I thought I was covered which made me think that I had a time frame of 30 days to let them know. I thought that is why I had insurance.
Out of curiosity, I called Travel Guard Ins. and asked them how they would handle such a situation. The lady I talked to said that they would not have penalized an insured person in the same situation.
Travelex policy states:
CLAIMS PROVISIONS
Notice of Claim: We must be given written notice of
claim within 30 days after a covered loss occurs. If
notice cannot be given within that time, it must be given
as soon as reasonably possible. Notice may be given
to us or to our authorized agent. Notice should include
the claimant’s name and enough information to identify
him or her.
Trip Cancellation / Interruption Claims: IMMEDIATELY
Call your Travel Supplier and the Claims Administrator to
report your cancellation and avoid non-covered expenses
due to late reporting. The Claims Administrator will then
advise you on how to obtain the appropriate forms to be
completed by you and the attending Physician. Provide
all unused transportation tickets, offi cial receipts, etc.
From Travelex website FAQ’s
Why is Trip Cancellation and Trip Interruption protection important?
All travel suppliers, whether they are tour operators, hotels, travel agencies, cruise lines or airlines, have cancellation penalties. You pay a deposit or final payment toward a trip and these suppliers will apply their published penalties to your trip. You will find the published penalties more severe as your scheduled departure date gets closer. These published penalties inform you that if you cancel, the supplier will hold all or a large percentage of your monies placed as down payment, deposit or final payment. You will lose this money. Trip Cancellation and Interruption is designed to reimburse you for your loss if you cancel or interrupt for a covered reason.
My wife and I want to take a cruise to the Arctic. It is very expensive. I have been diagnosed and am being treated for brain cancer which has a very dire prognosis. However some people survive several years and I am very fit and have no deficits from the surgery or treatment. Recent MRI’s show the treatment is effectively stopping regrowth right now though this is incurable.
The cruise line promotes TravelEx. Their brochure and certificate has a 21 day pre-existing medical condition waiver:
https://www.travelexinsurance.com/Static/SCS-0911_0101_00000.pdf
If we insure all expenses, can I trust this to mean that if I can not travel for medical reasons and have to cancel, my wife and I will get fully reimbursed? And if we have to interrupt the trip and get flown back to Toronto, will Travelex cover the costs?
Hello Mr. Graben –
Thank you for your interest in Travelex Insurance Services. In regards to your inquiry, pre-existing medical conditions are excluded from policy coverage. However, if you qualify for the pre-existing medical condition waiver by enrolling in a Custom Travel Secure plan within 21 days of the initial trip deposit, are medically fit at the time of purchase and there is an unforeseen worsening and/or new event occurring after the effective date of your plan, you may be eligible to receive benefits if you incur a covered loss related to your pre-existing condition. Additionally, your condition must not be diagnosed as terminal and/or hospice care must not have been recommended.
If you would like to receive a copy of the plan’s Description of Coverage so you can see the pre-existing condition definition as well as the other policy terms and conditions, I would be happy to forward this to you, please just provide me with your email address.
If you have any further questions regarding your situation, please do not hesitate to contact me at meghan.francis@travelexinsurance.com and I will address these as needed. Thank you again for your interest in Travelex!
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
I purchased a one way ticket for my wife through Cheapair from Detroit to Westchester, NY so she could see her grandchildren. I also purchased Travelex Insurance for the trip. Both were relatively minor expenses, around $150 for the ticket and $25 for the Insurance.
Several days before the flight my wife came down with what seemed to us to be a clear case of the flu. She was very uncomfortable, but there were no indications that a trip to the Doctor was warranted: a temp of 102.6 degrees, lethargy, body aches, coughing and lots and lots of sinus drainage. It was obvious flying would not be good for her and that in her contagious condition she would be exposing everyone on the plane to the same illness, so I cancelled the trip and was warned that the ticket would not be refundable by US Air, which I understood.
I then contacted Travelex, through the Claims Administration Office for Stonebridge Casualty to file a claim. I was told that by Policy they would not honor the Insurance Claim without a Doctor’s written statement proving my wife was sick and could not fly. I said I understood the reason for the policy in general, but said it was unwarranted in my case, since seeing a Doctor was medically unnecessary and financially silly since I would have to pay $75 or so to see a Doctor on top of the $25 I paid for the insurance in order to file a $150 claim. I was told that didn’t matter it was company Policy and had to be followed. I said, obviously with no effect, that it was MY policy not to pay for services that can not practically be provided.
I requested the Claim forms in any case. I received a 7 page claim form which would require a significant effort on my part to complete, one full page of which was a very detailed report a Doctor would have to complete all for a $25 policy on a $150 claim.
In cases where significant amounts are involved I can certainly understand the need for documentation. In this case, and I suspect in many other cases, the documentation “Policy” clearly has the effect, intended or not, to make the insurance worthless. The net effect of all of this is that the Insurance Company is receiving money for Insurance without having to pay claims because they’ve effectively blocked smaller claims with massive and expensive documentation requirements.
In the end, I’ve been maneuvered by clever “Policy” and massive documentation requirements into giving the airline and the insurance company unrestricted “gifts” totaling $175, without their having to provide anything in return.
Hello Mr. Knaggs –
Thank you for taking the time to reach out to Travelex regarding your claim. In order to evaluate each individual claim that is filed, it is a regulatory requirement for our claims administrators to obtain proof of your loss to validate that a covered loss occurred. I can assure you, we are not trying to discourage you from filing a claim.
In order to properly adjudicate your claim, we must collect information about your trip, including your trip details, to ensure the proper trip dates and costs are insured. In cases where a sickness or injury prevents travel, we do require an APS (Attending Physician’s Statement) to certify the condition meets the policy terms.
We do provide the policy details to you, which includes the benefits, conditions, limitations, and exclusions before and after your enrollment. The first covered reason listed for cancellation on page 5 of your policy is due to sickness or injury, which requires the examination of a Physician, in person, and in the Physician’s written opinion, be so disabling to prevent you (or in this case your wife) from taking the covered trip.
Again, providing documentation at the time of a loss is a standard insurance practice. I hope I have helped explain why we require proof to validate your claim and issue reimbursement.
If I can provide any further assistance, please let me know and I would be happy to help.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
It seems Travelex will sometimes cover medical related costs and accidents but – like other insurance companies – if there’s a way out of paying, even my measly claim of $220, they will. I bought a ticket a few months ago to study Arabic in Alexandria, Egypt in July. Due to the situation that has arisen in Egypt, the violence, fighting, and terrorist attacks of various groups against each other and against random citizens for intimidation and control, I had to cancel the flight. I bought my ticket through Cheapoair which would not allow me to change my flight without basically paying for a new one. Fortunately, after many hours on the phone and even having Cheapoair and Air Canada to talk to each other over speakerphone, Air Canada was able to take proprietorship of the ticket and change my flight to go to Amman, Jordan instead, with only paying an extra fee of $220. I had bought the insurance with Travelex through Cheapoair and that the general bullet-point announcement of what it covers seemed like a really good deal. Unfortunately, the small print of what their policy actually is seems to allow them to get out of all kinds of flight interruptions and accidents.
In my first claim, they argued that the problems in Egypt were solely “civil disorder” or “social unrest” which their insurance does not cover; it only covers “terrorist acts,” even though I had provided evidence of terrorist events in my claim, which lawyers and academics alike would recognize as being thus. When I called customer service, the agent actually told me that if I could show evidence of something like a “car bomb” or “suicide bomber,” it would help my case. What stereotypical imagery! And this is not even the language they use on their policy; they define it as an act of violence by a nongovernmental group aimed to control or influence the government. This has obviously been going on left and right in Egypt.
However, Travelex conveniently defines “terrorist act” but fails to define civil disorder or “social unrest.” This allows them to conveniently label any violence that happens in a country as “social unrest” and get out of justly recognizing a claim. I pointed this out, writing a challenge to their judgment that went all the way to their Underwriter, Stonebridge Casualty. After about six weeks they finally got back to me saying they had rejected my claim once again, upholding their original argument of purely “civil unrest.”
The situation is such in Egypt is such that airline companies like Air Berlin and Thomas Cook are allowing, free of extra charges, any flight changes to other places for people who had bought a ticket to Egypt. This is an example of better business that Travelex would do well to take a lesson from.
Unless I somehow missed it (I promise, I didn’t miss it), nowhere did the Underwriter take the time to answer my core challenge for the review of the claim. They still fail to define “civil disorder” as opposed to “terrorist act” which conveniently still lets them maintain that civil disorder is whatever they say it is. I very much doubt that this approach to doing business, and writing insurance policies, would stand in a court of law.
I doubt I’ll have the time and interest and material resources (As you can see, I’m a poor enough student that fighting this much for $220 is worth it to me) but I did give Travelex my promise that I will be very active in coming weeks, warning others who read Internet reviews, of the inequitable, shady methods and very questionable value of Travelex
insurance, despite the general friendliness of their phone customer service..
Nonetheless, my frustration is quite small compared to the sufferings of the Egyptian people right now.
I find it very unfortunate and am saddened that in this day and age where many of our economic problems can be traced to a lack of ethics, also Travelex’s only interest seems to be their financial bottom line. I highly advise saving your $50-$100 in your own pocket in case of flight changes or accidents.
Hello DAPschaida –
Thank you for taking the time to post. I understand the difference between a Terrorist Act as defined in our plans and civil disorder can be difficult to grasp. I can assure you, we take evaluating each and every claim very seriously and in the interest of fairness, would like the opportunity to explain our policy and adjudicating methods to you further. If you would like me to take a closer look at your case file, I can certainly do so and coordinate with the appropriate parties to discuss. Please feel free to email me directly with your full name and/or policy Confirmation number. I think you’ll find that with Travelex, we are dedicated to providing a high level of service and multiple avenues for resolving your concerns.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
Could you define civil unrest then? I think that seems to be the key to clear up this person’s (and my own) doubt.
Hello Anon –
I apologize that I missed your response. Let me begin by providing you with our definition of Terrorist Act which is a coverable event under most of our protection plans. We define Terrorist Act as “an act of violence, other than civil disorder or riot, (that is not an act of war, declared or undeclared) that results in loss of life or major damage to property, by any person acting alone or on behalf of or in connection with any organization which is generally recognized as having the intent to overthrow or influence the control of any government”.
A civil disorder or riot falls short of the Terrorist Act definition, meaning the event/activity is intended to be a demonstration to the public or government, but can escalate into general chaos. Again, civil disorder, riot, acts of war whether declared or undeclared are not covered by our protection plans.
An option if you are seeking coverage for these types of events is our Travel Max plan with the optional Cancel for Any Reason upgrade. Some purchase requirements and restrictions apply to this benefit, so if you would like more information, please do not hesitate to contact me. I hope this provides a better explanation and helps remedy your doubt. Our protection is designed to provide you with peace of mind while traveling and if you have any further questions, please do not hesitate to contact our dedicated Customer Service team at 1-800-228-9792, M-F, 8 am – 5 pm CT.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
For some reason, I’ve always been a little skeptical of travel insurance, but with a big trip to Italy, Spain and France planned for just my son and I, I Googled, Yelped and generally researched options. I chose Travelex and then thought, well, that’s probably a waste of my money. Wrong! I was biking in Italy, had an accident and tumbled down an embankment. No serious injuries, but I did end up in a doctor’s office to be patched up and have some x-rays taken. I got a handwritten receipt. A few days after returning home, I filled out the form for a claim and sent it off. Less than 3 weeks later the Travelex check from their underwriter, Stonebridge Casualty, arrived for the full amount. Wow. No hassle. I’d use Travelex again in a flash.
Hello Wiley!
What a fantastic post! While I’m sorry to hear that you had an accident and hope you are feeling better, I’m happy our protection was there to help you recoup your medical costs!
At Travelex, we understad purchasing trip protection can be overwhelming and cause some apprehension, which is why we try to make comparing our products as easy as possible. This way you can choose the coverage you think best suits your lifestyle and travel needs. I hope we gave you more confidence in the insurance business and we look forward to protecting your future trips. Have a great day!
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
I recently purchased a basic Travel Select Plan policy for a cruise vacation that my family and I took in June 2013. Unfortunately, while at sea, I got dehydrated and passeda kidney stone in addition to get a urinary tract infection. As such I ended up taking a tour of the ship’s hospital instead of the bridge.
I was treated and eventually got back on my feet and resumed the vacation.
When I got back home, I went ahead and submitted a modest claim for the procedure and medications, and was pleasantly surprised to get a full reimbursement approximately two weeks after submission of the forms. No hassles, or issues.
As such, I would fully recommend taking out the policy, based on my experiences.
Hello Roland!
While I’m sorry to hear you became sick on your cruise, I am very glad your Travelex plan reimbursed you for the medical costs you incurred while traveling! Here at Travelex, we strive to offer a variety of travel protection plans that suit the needs of every traveler. Our primary reimbursement with no deductibles means you experience easy claims handling, less time and hassle to receive reimbursement for your eligible losses from us first, with no deductibles, before any other collectible insurance.
Fromall of us on the Travelex team, thank you so much for the positive review! It’s wonderful when our clients let us know that our efforts are working. You have a great day!
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
i purchased travel insurance to cover my flight , ground transportation, and cruise to Europe for April 25, 2013. Carnival Cruise Lines cancelled the cruise (ship on dry dock), and I couldn’t travel at any other time and couldn’t re-schedule my flight. I was forced to cancel my British Airways flight to Barcelona and the return from Venice.
Carnival reimbursed my cruise and tours, but British Airways had a no cancel policy and only reimbursed me for the tax ($90+).
When I called Travelex the lady that answered told me I was not covered. But I persevere and insisted that the ship was still on dry dock and that would be considered a mechanical problem, she told me she would e-mail me the forms so I could file.
I received a few forms via e-mail, had to answer a lot of questions, and scan all the documents needed and attach them to the forms. Not too complicated.
Unfortunately I sent everything to the wrong e-mail address (indicated on the first letter), instead of sending it to the person who had actually e-mail me the forms. After I called back to find out the status of the claim, I got it straight.
I want to say that the airfare was refunded to me via a check in one week. ($1,040).
I am very happy with the service I received, I had no major issues. It was very simple to sign up for the insurance and easy to reach someone in their claims department to ask questions.
I will definitely use them again for any future trip.
Hello Mary!
What a wonderful post! I am so happy that Travelex’s protection plan was able to reimburse you for the airfare that would have otherwise been lost. One of the best reasons to insure your travel arrangements with Travelex is that we can insure all of your travel components, including individually booked airlines tickets, under one plan!
I’m also glad to hear that your experience with our claims process was easy. We strive to make submitting a claim as simple as possible. With Travelex’ s Primary coverage with no deductibles, you spend less time and hassle to receive reimbursement for eligible losses from us first, with no deductibles, before any other collectible insurance.
We hope you will think of Travelex the next time you are looking to insure your travel! Thanks again and have a wonderful day!
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
I purchased 2 tickets to Rome for June 1, 2013 for a honeymoon package and the wedding is now cancelled. I called Travelex on Friday, April 5, 2013 to have the insurance cancellation forms emailed to me and today is April 9 and I still have not received the documents to get a refund claim started. I have had nothing but bad taste left in my mouth. I am seeking some assistance in this matter. Thanks, Robert C Wilce
Hello Robert –
Thank you for taking the time to post. I have reached out to our Claims Administrator on your behalf and I do apologize, there was an error in recording your email address which has since been corrected. Our Claims team will be emailing you shortly to provide the claim forms you requested to submit your claim for reivew. Travelex appreciates your patience and is more than happy to provide you with the assistance you need.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
TravelEx: Very bad experience!
My husband and I purchased TravelEx insurance for a family visit to Denmark over Christmas. On our planned day of return from Denmark, January 2nd, I was ill and not able to travel, and my husband therefore traveled back to the US alone while I stayed behind in Denmark.
I knew that the insurance coverage would end on the scheduled return date, January 2nd, and I thefore called TravelEx right away to inquire about how to proceed. They told me they would send claim forms to my home address in the US, and that I could just fill them out when I returned. I also tried to schedule a doctor’s appointment in Denmark for January 2nd, but they were not able to see me until January 3rd. On January 3rd, a doctor then diagnosed acute (bacterial) sinusitis and prescribed penicillin. Moreover, the doctor issued a written statement for the insurance saying that I was too ill to travel (and also would have been too ill to travel as planned on the previous day, January 2nd).
I then purchased a new plane ticket to return to the US 10 days later (following doctor’s advice to avoid traveling while still on penicillin). The new plane ticket was considerably less expensive than the original ticket, and TravelEx had informed me that I was covered for the full cost of the original ticket. When I got back to the US, I filed a claim for the cost of the new plane ticket, but now TravelEx has just told me that they will not reimburse any of my expenses. They state that because coverage ended on the original return date, January 2nd, and the doctor’s statement was not obtained until January 3rd, no benefits are payable.
I believe I have done everything I could reasonably do to get claims advice from TravelEx (before my coverage expired) and to obtain a doctor’s statement in a timely manner. I am dismayed by TravelEx’s handling of the claim, and I strongly advise other travelers against purchasing TravelEx insurance.
Hello Ida –
I appreciate you voicing your concern regarding how your claim was handled and I have contacted the appropriate department on your behalf to obtain your file so we can work to resolve your concerns.
Once I have obtained this information I can certainly contact you directly to follow up. If you would like to email me your phone number and email address I will be sure to follow up with you then. My contact information can be found below. Have a great day!
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
Hello Ida –
Per our email correspondence, I was able to review your file and Travelex will be processing your claim for the medical services your received while traveling as well as the unused portion of the trip you missed due to your illness. Additional documentation is needed to process your claim for the additional airline ticket you purchased to return home, and a letter from our Claims administrator has been sent to you outlining this information.
If you have any further questions at all, please do not hesitate to let me know. I hope that we were able to restore your faith in Travelex. Ensuring our customers are satisfied with our services and see the value in the coverage we provide is our utmost goal. I hope you will consider using Travelex in the future to gain vacation peace of mind.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
I will never buy travel insurance through Travelex again. My wife and I took a 40th wedding anniversary trip to Europe. It is a complicated story but due to a delay in flights we missed our Alitalia flight in London. We had to rebook a later flight and were charged $446 by Alitalia to get on a later flight. We provided what we felt was adequate documentation to Travelex and they denied the claim. Even though I had financial documentation of my expense they were more interested in boarding passes to prove absolutely that I was on the flight. Does any thinking human believe I just spent $446 for fun to buy an Alitalia flight. They have spent hours denying my claims even though perfectly legitimate in my opinion. These guys appear to be in the insurance selling and claim denying business.
Hello Tony –
Thank you for taking the time to post, I do apologize if you feel like you’ve had a negative claims experience. If you could please provide further information so I may locate your file and contact the appropriate department on your behalf I would be happy to work with you. Your policy number would be extremely helpful and if you do not feel comfortable posting that information here, please feel free to contact me directly through my email address listed below.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
Total waste of money. I will never purchase Travelex insurance again. My travel agent contacted me within 21 days of the purchase of my trip and asked if I wanted to purchase travel insurance. I responded immediately that I did and provided my credit card info to her. That was the afternoon of Friday, 9/28. Unfortunately, that same evening, I was involved in a bicycle accident which caused elbow dislocation. The hospital provided paperwork that I would be able to return to work within 2 days (and thus travel as anticipated on 10/19). Due to the weekend, the travel agent didn’t purchase the insurance until the 2nd and it was effective on 10/3. The hospital diagnosis was incorrect and I ended up having to have surgery on 10/4 and had to cancel the trip. The claim was denied because the insurance was not yet in effect, however, the policy clearly states that pre-existing conditions are covered. Delta refunded my NON-REFUNDABLE ticket in full after I provided the claim forms, yet the insurance I paid for denied any reimbursement. Do not purchase insurance from Travelex!
Hello John,
I apologize if you were not satisfied with our services. In regards to the concerns you outlined, I have contacted the appropriate department on your behalf to gather further information in hopes to resolve your predicament.
Once I have obtained this information I can certainly contact you directly to follow up. If you would like to email me your phone number and email address I will be sure to follow up with you then.
Thank you again for taking the time to post and I hope that we can turn your experience with our company into a positive one.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
Hello John,
I apologize for the delay in responding, but I did want to let you know that we have paid your claim and your reimbursement check was issued on December 7th. Hopefully you received your reimbursement in time for the holidays! I understand that your initial experience with us was frustrating, but I hope by resolving your concern within a little over a week of notifying us of your dissatisfaction you will consider insuring your future trips with Travelex Insurance Services.
Have a wonderful end to the holiday season!
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
TRAVELEX /NATIONWIDE IS THE WORST INSURANCE COMPANY THERE IS!!!
They definitely look for loopholes to deny legitimate claims. I don’t even know where to begin or end. Anyways, my travel insurance was suppose to cover all the claims we made, but they somehow denied my lost baggage claims and medical claims! The reason they gave for denying my claims is that my Doctor’s clinic number was not listed, but were totally silent on the lost baggage and expenses resulting from the lost baggage. My policy is their Travel Max product which by design is supposed to cover all the claims made. I am going to pursue this until justice is served!
Hello Izogie,
Thank you for taking the time to post this afternoon. I do apologize if you feel like you’ve had a negative experience. In order to further assist you please provide your specific policy number and full name so I may contact the appropriate department on your behalf.
We are always willing to review a file to ensure accuracy. We also want our clients to know that we do the very best we can to make the most appropriate determinations on situations such as this. Again, thank you for taking the time to bring this to our attention.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
My claim for a cancelled mission trip to Uganda due to an Ebola outbreak was denied as the outbreak was declared over by August 2nd. This was prior to our departure date. I question this calculation as the incubation period of Ebola can be up to 30 days. Quarintine measures were still in place after August 2nd. Thank you for your cosideration. I am disappointed with Travelex.
Hello Marion,
Thank you for taking the time to post today. I believe you may be part of the group referenced below in Rev. Robert Mundy’s post. I have reached out to the claims department on your behalf regarding your concerns. We also want our client’s to know that we do the very best we can to make the most appropriate determinations on a situation such as this. Once I have further information, I will contact you. Until then, if you have any further questions, please do not hesitate to contact me directly. Have a great day.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
TravelEx Insurance – Do Not Use
On the night of August 31, 2012 I was in Santa Caterina Palopa, Guatamela . I received a phone call from my brother telling me that my Dad had been rushed to the hospital with convulsions. My Dad was suffering from metastasized cancer. On Saturday morning, I used my local cell phone to call the Guatemala phone number for the insurance company that I had gotten from their web site. The number had 7 digits and was not a working number! I then called the 800 or 888 number and spoke with a representative. I explained that I wanted to know whether I was covered to return to the USA to see my Dad. The representative could not find my policy, even though I read it off the confirmation letter that I had received. She told me that she needed my name and would look it up and get back to me. She also said that she could not tell me whether I was covered, and the only way to know that was to return home at my own expense and then submit a claim.
I did get an eMail from her later in the day saying she had found the policy. I eMailed back with the numbers of my local cell phone, and 2 other numbers for my guides’ cell phones. We were out all day and did not hear from the insurance company. I did get calls from my family on those same phones throughout the day. When I arrived at my next hotel and had an Internet connection, I saw an eMail from the insurance company stating that they could not get through on the supplied numbers.
It was now Saturday night and I called the company from my local cell and spoke with someone who agreed to try to find a way for me to get to Florida. Again, this person could not tell me whether I would be covered or not! This was getting extremely frustrating to say the least.
On Sunday I had an eMail saying that since I used miles to book my flight, if I wanted to change and go to Florida I would need to deposit another 30,000 miles and pay $50. The insurance person felt I would be reimbursed for the $50 change fee. She also suggested that I could pay for different flights on United Airlines (where I was ticketed) but both flights went through Texas and arrived late on Monday, September 3. Again, no info as to whether I would be reimbursed for the cost of the flights or compensated for the loss of flight I booked with airline miles!
I had found out on my own that I could get to Florida non-stop on another airline for about $300 and I am very sorry that I did not just do this. In the end, I flew home to NJ on my scheduled flight and made my own plans Tuesday morning to go to Florida on Thursday. On Tuesday afternoon my Dad died and I had to change my flights (and pay all the associated fees) to fly to Florida for the funeral.
If I had gotten a straight answer from the insurance company at any time over the past few days I would have already been in Florida. Because of the run-around and ineptitude of the insurance company, I did not get to see my Dad before he passed away.
Imagine my surprise and outrage when I spoke with Steve, from the Trip Insurance Store, and he had no problem telling me that I was covered for up to $3000 to get from Guatemala to Florida! This entire episode was despicable, from publishing incorrect local phone numbers to saying the phone numbers I gave did not work, to not being able to find my policy number, to being unable to tell me if I was covered, to offering inconvenient flights with no guess as to whether I would be reimbursed money and/or miles….A HORRIBLE EXPERIENCE FROM START TO FINISH!
Caren,
Thank you for taking the time to post, I do apologize if you were not satisfied with the service you received from our Travel Assistance company while on your trip. We will be addressing this issue in order to resolve the concerns you brought to our attention. Additionally, our Vice President of Compliance will be contacting you directly to discuss your specific situation. I do hope that we can turn your experience with our company into a positive one and that you consider our insurance for your future travel. If there is anything further I may help you with, please do not hesitate to let me know.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
Caren,
Per your conversation with our Vice President of Compliance, I am happy that we were able to come to an accommodation and that in the end you were satisfied with the resolution. I hope that you will consider our extensive coverage to protect any future trips you may go on. Have a great day!
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
I just received a rejection for the claim I made for a canceled mission trip to Uganda. Apparantly an Ebola outbreak that was centered 40 miles from our destination, and people presenting symptoms in the village we were going to is not a disaster to this company. Never mind that public transportation was disrupted. Never mind that public gatherings of people were ordered for the general population (remember this was a Missionary Trip were we are involved with large gatherings of people). Never mind that the addition of our team, 13 people to a situation like this would have been as markets were closed, travel stopped and discouraged. So just know that Travelex is cold hearted and does not concider public health a reason to honor their clients claims. Shame on Travelex!
I just received a rejection for the claim I made for a canceled mission trip to Uganda. Apparantly an Ebola outbreak that was centered 40 miles from our destination, and people presenting symptoms in the village we were going to is not a disaster to this company. Never mind that public transportation was disrupted. Never mind that public gatherings of people were ordered to cease for the good of the general population (remember this was a Missionary Trip were we are involved with large gatherings of people). Never mind that the addition of our team, 13 people, to a situation like this would have been more than an inconveniance as markets were closed, transportation stopped and discouraged. This shows that Travelex is cold hearted and does not concider public health a reason to honor their clients claims. Shame on Travelex!
Hello Rev. Robert Mundy,
Thank you for taking the time to post. I have contacted the appropriate department on your behalf to further investigate the concerns you list in your post. According to our research, it appears the outbreak you are referring to above was declared over as of August 2nd, prior to your travel commencing. Unfortunately, the insurance you purchased does not cover fear of traveling to your destination. Again, I have taken further action to look into your situation and will alert you once I have received word.
If you have any further questions, please do not hesitate to contact me.
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
Don’t expect to be in a hurry to get your money back. I submitted a claim over 10 weeks ago after a family member became incapaicitated and we could not leave on our trip. 3 weeks after the claim was submitted, they asked for more info from our travel agent. They received that information within 24 hours. 4 weeks later they requested another form signed. They recieved that form via fax the following morning. Every time I call to check the status, they say call back in a few days. Last week when I called, they told me every time they need more info, my claim goes to the bottom of the pile. Frustrated is an understatement.
Hello James,
I do apologize if you feel that your claim has not been reviewed in a timely manner, occasionally additional documentation is requested in order to validate a claims payment. I would be happy to contact the appropriate claims administrator on your behalf to see how we can remedy this situation as soon as possible. Based on the limited information you have provided in your post, I would just ask that you please provide me with your information such as your policy Confirmation number so I can ensure that we contact the correct department on your behalf.
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
James,
I contacted the claims administrator on your behalf and they will be finalizing your claim today. Again, we apologize if initially you felt like you had a negative experience with our company, however we hope that we were able to address your concerns. Travelex appreciates your feedback as servicing our customers in a timely manner is very important to us. We do hope you will consider one of our protection plans for your future travel.
Please do not hesitate to let us know if you need any further assistance. Have a great day!
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
DO NOT PURCHASE THIS INSURANCE!!! It is worthless, and it seems as if they use loop holes not to pay claims! My family was to fly to Jacksonville, Fl on Aug. 4, but were notified by our airline that the flight time had been changed and we would have to fly out on the 3rd instead… (not our choice to change flights, but had to or we wouldn’t make our cruise because there were no other flights on the 4th.) When we arrived at the airport on Aug 3 we found out that our flight had been cancelled altogether because of mechanical issues. There were no other flights available on that day, so we were forced to purchase last minute tickets. Travelex has denied my claim for the difference in price because our departure date changed. I had no idea that they needed to be notified of the change. I assumed that my trip was covered…period…especially for things that were beyond my control such as flight time changes and cancellations.
Hello Traci –
Thank you for taking the time to post. I’m sorry to hear that your airline made a last minute change to your travel arrangements. The insurance policy always needs to be updated whenever a change is made to your travel plans to ensure that your policy is effective from the moment you leave your home, until the moment you return. As your airline initially changed your flight arrangements for their own discretionary reason and you experienced the flight cancellation, you may want to reach out to your airline supplier to see if they will cover any of the costs you incurred since this was a mechanical situation.
At Travelex, we make every effort to review any concerns from our clients. Travelex would like to further examine your concerns, please feel free to provide me with your information so I can contact the appropriate plan administrator on your behalf. We want to work with you to turn your experience with our company into a positive one.
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
Meghan, Thank you for replying to my post. My travel agent is currently following-up on this, and I do not want to interfere with anything she is already working on this and I do not want to add confusion, so I am hesitant to send any further details at this time, but let me pose this question…
If the date change had happened on the other end of my trip (the return) because of flight changes beyond my control, and I was forced to return home a day later than scheduled, wouldn’t that be covered? Wouldn’t they have also reimbursed for my hotel and food…which, by the way, I did not claim. Why then is it the flight change not covered for the beginning of the trip?
Traci,
Within your policy documents you will find information regarding when coverage begins and ends under the Eligibility & Effective dates section on page 8 of your Description of Coverage. Your travel agent has reached out to our company and we have contacted the claims administrator on your behalf to further investigate your specific situation. I hope that we can resolve your concerns in a timely manner to turn your experience with our company into a positive one. Thank you again for taking the time to provide your feedback.
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
Traci,
I am glad that we were able to come to a resolution regarding your claim as you were reimbursed for the delays you experienced. Thank you again for taking the time to post. At Travelex we strive to give each of our claims a fair examination and always appreciate feedback regarding our policies and services.
I do hope that you use Travelex Insurance in the future to protect your trips. Have a great day!
Kind Regards,
Meghan Francis
Travelex Insurance Services
Meghan.Francis@travelexinsurance.com
I filed a claim with Travelex 8/16/12, so far no answer, ni calk back, I called them, they told me it takes 6 Weeks for them to review my claim, huh? Surely they didn’t take 6 weeks on taking my payment, 6 Weeks is absurd. If you are short on personnel that’s obviously not my fault. Can somebody rush this procedure, it us ridiculous.
Recently made reservation number 11373040 for a car rental in Dominican republic. I cancelled my reservation days after but because I am not cancelling my trip and/or was not within 10 days of my reservation, I cannot get my $139 reimbursed. absurd. it is a rip off. I am very dissatisfied with TravelX insurance and will be filing my complaint with the Better Business Bureau. I understand if you charge me a penalty for cancelling but the entire amount when I am not even using the service? that is stealing in my opinion. I will never use TravelX insurance again and will make sure I share my experience with friends and family.
Hello Leonel,
Thank you for taking the time to post. I apologize if you initially felt like you had a negative experience with our company, per my records I believe your concern has been handled and the premium paid for the plan was returned to you.
Travelex makes every effort to review all concerns from our clients. I hope we turned your negative experience into a positive one and I hope you give us the chance to earn your business in the future. Please don’t hesitate to let us know if you need any further assistance. Have a great day!
Meghan Francis
Travelex Insurance Services
877-491-6007
Meghan.Francis@travelexinsurance.com
They have been awful! They refused my claim and said that my fathers injury was intentional when it was not. Not only are they sending me around in circles with paperwork, it is personally painful and insulting that they would assert something that is not true about my family. I feel very let down by this company. I could not even get the woman on the phone who had written the rejection claim. They are absolutely the worst do not buy their insurance!
Hello V Kundi,
Thank you for taking the time to post. I’m truly sorry you feel this way. Travelex Travel Insurance is designed to provide you with peace of mind while and before you travel. We absolutely value our client’s opinions and these posts help us tremendously. This allows us to review our processes to ensure that our client’s are receiving the highest level of customer care they expect when they purchase Travelex Travel Insurance.
We do understand that you are upset, but based on the limited information you have provided in this post, we are unable to review the necessary information related to your claim. In order to further examine your concerns please feel free to provide me with your information so I can contact the appropriate administrator on your behalf. We want to work with you to turn your experience with our company into a positive one.
Meghan Francis
Travelex Insurance Services
877-491-6007
Meghan.Francis@travelexinsurance.com
Attention travelers!!! DO NOT EVER buy the Travelex insurance, you will never see refund for all of your loss. they will find some reason to refund you something, and you will NEVER get your money back. Recently I had insurance for the cruise trip with air fair. Due to the weather problems, my flight was late, they had to reroute me and my family to be able to arrive on time for cruise. In all of that mess my sons ticket got lost in the system, and I had to purchase another flight ticket for him. I never got that money back from insurance and their explanation was ” that was airline’s fault they have lost your ticket, it was not weather related”. If my first flight was not late because of weather, I would make on time and I airline would not mess my ticket. What for we have insurance.
Thank you for taking the time to post. I’m truly sorry for the issues you encountered while traveling. We understand that you are upset, but based on the information you have provided above, we are unable to review the necessary information related to your claim. In order to further examine your concerns please feel free to provide me with your information so I can contact the appropriate administrator on your behalf.
Meghan Francis
Travelex Insurance Services
877-491-6007
Meghan.Francis@travelexinsurance.com
I found them to be great. I had a legitimate claim, sent the appropriate paperwork, couple weeks later got a check – no questions asked. They’re rules seemed pretty clear. I’ll defintely use them again.
Hello Scott!
Thank you so much for you kind words. It’s important to our company to hear that our claims processes are fair and reimbursement for losses are received promptly. We strive to make our plan benefits and conditions clear at the time of purchase and it’s always wonderful hearing when the intent of travel insurance is employed in a proper way.
Thank you again for posting and have a great day!
Meghan Francis
Travelex Insurance Services
877-491-6007
Meghan.Francis@travelexinsurance.com
Travelex is a fraudulent company. They have the audacity to question the authenticity of a family illness with which we are faced. Do not purchase coverage from them!
Thank you for taking the time to post. Travelex Insurance Services wants to assure you that we strive to operate under all necessary compliance guidelines required by law. We value our client’s business and feedback and want any contact with them to be fair and equitable.
We do appreciate you notifying us regarding your concerns. We review and process our client’s claims with every consideration related to the details of the situation. Occasionally, additional documentation is required by our claims administrator in order to validate coverage as it relates to the specific conditions as listed in the plan/policy purchased.
Based on the limited information you have provided in this post, we are unable to review the necessary information related to your party’s policy. In an effort to give our client’s every opportunity for their policy to be reviewed by our experienced examiners, please feel free to provide me with your information so I can contact the appropriate administrator on your behalf.
Meghan Francis
Travelex Insurance Services
877-491-6007
Meghan.Francis@travelexinsurance.com
The WORST!!!! i gave them my name, address, phone number, cell phone number, credit card number, mother’s maiden name, drivers license number, and birthdate and they STILL could not reload my card. I spend 3 hours on the phone trying to reload the card for my daughter in London–dont’ be CAUGHT–it is the WORST service, idea, way to get money (unavailable) on the face of the earth. I could walk to London and get $$ to her faster. The absolute WORST service online.
Travelex Insurance Services is terrible. we purchased trip insurance for a family trip celebrating my moms 70th birthday. we purchased trip insurance through from Travelex Insurance Services due to my mom’s mother (my grandma) being sick. My grandmother passed away, therefore we did not take the trip. Now we are out nearly $7,000. Seems cut and dry, nothing to really negotiate if we bought trip insurance to protect us in the case of sickness/death and she has died. First and last time we will use trip insurance, especially from Travelex.
My claim for trip cancellation coverage was denied recently, after being reviewed by the Claims Committee. I am not necessarily disputing it, since I understand it was based on their policy and bad timing on our part, although I do feel ripped off. But, more than anything, I am not happy about the conversation I had with the Travel Claims Examiner regarding the final claim denial. When I expressed my perception of unfairness about the “condition not unforeseen” decision relating to my husband’s illness, she compared it to a house burning down, which seemed a bit callous considering that his illness turned out to be aggressive cancer and he died less than four months later. In addition, I found it a little sad that there was no word of sympathy from her, even after I specifically brought up my husband’s death. I didn’t want fake sympathy, but no sympathy at all was disconcerting. Overall, my impression of her was curt and cold. I expected a little more from someone who deals with similar situations regularly. I am looking for another insurance company for my future overseas trips.
My husband and I were supposed to be on a Royal Caribbean cruise from Oct. 29 to Nov. 12. My husband broke his ankle on Aug. 4, but his doctor said he should be fine by the end of Oct. However, the ankle did not heal well and he is still wearing a boot. He didn’t want to go on a Caribbean cruise wearing a boot. We called Travelex and were told the insurance didn’t go in effect unitl Aug. 5, so his broken ankle was considered a pre existing condition. In addition, his son and only child, James Walker, was hit by a car on Oct. 16 and passed away on Oct. 21. We asked Travelex if we could send a copy of the death certificate, and they said we can do that, but they would still have to consider refunding our money. The case is now with our lawyer. If you need travel insurance consider any other company.
Purchased an Inca Trail trip (4 strenuous hiking days at high altitude) from REI Adventures for four of us. At their repeated urging I bought Travelex insurance. Not my style since in my 76 years I have learned that many insurers are basically fraudulent enterprises.(see Grisham’s ‘The Rainmaker’ 1996).However after 45 years with REI I assumed they had vetted the firm.
Bought the policy in June, fractured my shoulder while hiking in August, informed REI that I could not make the hike (formal written medical advice) but would accompany my family to Cuzco, arrived there in October, stayed in a hotel at my expense while the others hiked, submitted my claim to Travelex and it was rejected in its entirety. A clause bars lawsuits or punitive damages so I attempted to go to arbitration as appears to be my only option. They are resisting that too.
So judge, jury, executioner, all in one. Clearly DO NOT DEAL WITH THIS FIRM.
Excellent service and rates. Will buy from them again.
I’m very disappointed in your service or lack of it. My family purchased your service to protect us on our trip to Italy. Due to a 10 hour delay for departure to Berlin and then a missed connecting flight from Berlin to Rome, we missed one day of our vacation in Rome. We were charged 152.77 by our Hotel in Rome for the day we were not even there. We were without luggage for almost three days. We had the right to purchase up to approx. $100 each in clothing but chose not to. The idiotic claims agency you use, Nationwide Claims Administration, chose not to pay our hotel claim. If you ask anyone out there with common sense if the claim should have been denied. They would most likely say no. First, I think you should be morally honest and pay us for our hotel expense we incurred or refund our insurance premium for the whole family. Unless you do the right thing, I will let everyone I know what a rip off your travel insurance is!!!!!!!!! Shame on you.
Have been using Travelex for over 15 years. Have luckily only had to file 4 claims. One for baggage and 2 others for trip cancellation. We even had one claim denied but it just wasnt a covered reason. Never had a problem with them and they have always been top knotch. It appears that people that have had issues really didnt understand the coverage they were getting. As our agent told us, its similar to house or car insurance. There is always fine print in any insurance and its really our responsibility to read through that and understand the coverage. Just because you have insurance, doesnt mean you are covered for everything. Our agent was very good at explaining all that to us. She also pointed out the many differences in benefits that Travelex offers opposed to some of their competitors. But, I guess you cant please everyone. But all that matters is we have always been pleased.
I would not recommend Travelex to anyone. Our cruise was cancelled due to the cruise line declaring bankruptcy after cancelling the cuise. Travelex insisted I dispute the costs of the trip with the credit card company who then went after the travel agent (who had long since paid the cruise line).
I got my money back BUT at the expense of the travel agent who had no control of the situation. It was, in my opinion, the responsibilty of Travelex to refund us the money as they advertise bankruptcy as a cause for coverage, and their premiums are not cheap.
Instead, they passed the buck and an innocent company had to pay up. Unethical and morally wrong.
TravelEx is the biggest ripoff there is. I was to leave on 1/31/11 for a trip to Egypt and several days before, the airlines canceled all flights to Egypt because of the riots and unrest. The land tour I was to participate in was also canceled, not to mention the State Dept. advising NOT to travel to Egypt. I was to take an 8-day tour in Egypt and then 2 days later meet up with another tour in Morocco. Both trips were booked at different times and separated by 2 days, but covered by TravelEx on the same policy. They did not reimburse me for the total loss due to the cancellation of the Egypt trip because they claimed it was not a canceled trip, it was a trip delay. What a racket they have. The very sort of thing a person would insure against and they deny it. I appealed as did others in our group and all were denied, even upon appeal. I will NEVER use them again, I will NEVER recommend them, and I will be sure to alert everyone I interact with to avoide them like the plague. It should be considered breach of contract or fraud. I understand that this is their pattern. Interesting, Mark (June 8, 2011) I wonder if you were with the same group, as some of the folks we were to join in Egypt were in Jordan first.. I am advised that the travel company we booked through will no longer recommend this company to their travelers either. Nationwide is NOT on your side! they need to change their jingle.
Like at least one of the other reviewers, I am an attorney. In fact, I am an insurance law attorney. I insured a trip to Egypt and Jordan earlier this year and when the tour operator (as did all of them) cancelled the Egypt tour, but continued the Jordan trip, I filed a claim. My claim for Egypt was totally denied and a classic catch-22 reason given. My Egypt trip wasn’t “interrupted” and my trip (because I went ahead with Jordan) wasn’t cancelled. Also, the insurrection in Egypt didn’t qualify as a terrorist attack or strike, according to their claims department. While they may be technically correct, their policy is hopelessly circuitous and (even as admitted by a member of their own claim department) confusing. Plus the company, a division of Nationwide by the way, exhibited ZERO goodwill in this instance. I found the purchase to be complete waste of money and their policy a scam, as others have commented. Plus you are paying a considerable premium for a relatively limited loss, in most instances….similar to appliance/tv/stereo protection plans. Buyer beware.
since 11/02/2010 we have been stressed out over our luggage that got stolen out of our trunk at the hard rock hotel in hollywood florida. we were on our honeymoon, travelex ins is (AJOKE) DONT GET IT WHEN YOU TRAVEL because the dont pay for any think the are crooks and liers the pretend the are sorry about what happened to you but (THE DONT GIVE A FLYING F…..) about you and your new spouse. so you are on your own when you travel (BOTTOM LINE TRAVELX SUCKS AND LIES AND CHEATS ABOUT THERE OWN CONTRACTS) . i just got denied the claim for the secone time because (LUGGAGE SECURED AND LOCKED IN TRUNK IS UN ATTENDED) .
I was traveling in Vietnam and contracted an infection which required a 3-night stay in a clinic for treatment. The clinic contacted Travelex regarding payment of the bill which amounted to about $3,000 and immediately received a guarantee that the entire amount would be paid directly to them. I never had to lay out a penny and a couple of days later the company called me to ask if there was anything else they could do. I was totally impressed with the service and will purchase their insurance for all future trips.
These guys are amazing. Had to cancel my insured trip for a medical reason. Filled out their claim form and the check showed up one week later.
This company is a total rip off. The agency we were going through cancelled the trip and we did not get one cent back from the insurance company even though we had no choice in the cancelation. I would NEVER EVER recommend this rip off company to anyone.
Do NOT do any business with this company!
With insurance from Travelex purchased well in advance of travel, I had a flight get cancelled resulting in $800 additional expenses.
Upon submitting a claim, they pigenholed it into a claim type with the smallest limit of coverage-$500, and then still denied it! It was a very clean claim-all (extensive) documentation provided well within time frames allowed.
This will be the last time I ever deal with them and coincidently same with my credit card company. The credit card company had used them but dropped them for similar reasons after I had purchased my insurance.
Run, don’t walk, to any company other than this one to purchase travel insurance.!
Travelex did us right 4 years ago when my girlfriend had full thickness tear of ACL and needed surgery. We were paid in full in a timely manner. I will continue to pay the uptick fee for one of their plans to cover any preexisting condition issues as coverage is all about the plan you pick. We were totally pleased with them and I’m not affiliated with these guys in any fashion. Thus we are back for the fourth time to purchase trip insurance from them, we hope we will never have to use it, but are comfortable knowing they will pay if needed. They were a little picky with the paperwork so save any documentation needed carefully. Read the policies carefully and you should be able to pick the right one for you and hopefully be as happy as we are with Travelex.
Travelex did us right 4 years ago when my girlfriend had full thickness tear of ACL and needed surgery. We were paid in full in a timely manner. I will continue to pay the uptick fee for one of their plans to cover any preexisting condition issues as coverage is all about the plan you pick. We were totally pleased with them and I’m not affiliated with these guys in any fashion. Thus we are back for the fourth time to purchase trip insurance from them, we hope we will never have to use it, but are comfortable knowing they will pay if needed. Read the policies carefully and you should be able to pick the right one for you and hopefully be as happy as we are with Travelex.
Travelex is a total rip-off company. First of all, I’m a lawyer so I did read the agreement in ful before I purchased the policy.
I was stuck in London at a second rate hotel because the original hotel was full at my check-in. Then I had a family emergency and had to fly back home 2 days early and Travelex was of no help at all. They fought me no matter what I provided them and even tho my travel agent keeps pushing them (for her commission, of course) I will NEVER BUY FROM THEM AGAIN.
Situations in the poor reviews below could have easily been avoided had the insured read the small print on their policies prior to purchase. Most travel insurance policies have limitations on pre-existing condition coverage which is almost always waived if the policy is purchased within 15-30 days of initial trip deposit. These limitations are very clear when looking at policies.
Read the fine print before purchasing, that is YOUR responsibility as a consumer when shopping for insurance. Don’t blame the insurer for your own mistakes.
We had to cancel a hiking trip to Peru, due to my wife becoming ill before the trip.
There was a modarate amount of paperwork, but the company paid up the full amount.
We have had our travel insurance claim ($755) denied, have been given the run around, have provided all asked for paperwork, and now they say it’s due to a “pre-existing” condition. How were we supposed to know our daughters foot was going to get worse just be for her school trip. We purchased the Basic plan as we were led to belive this is all we needed and as a matter of fact, this was all that was offered!
The School is now NOT going to use this company nor the travel agent whom they do all their booking with. I am contacting local New York State Insurance division and local politicians to help us. Our daughter is having surgery this week on her foot and we NEED that money to pay for it.
Travel-EX STINKS!
I purchased the Travelex Travel Plus plan as it is very comprehensive and provides Rental Car collision damage coverage, (CDW) – or does it?
If you read the policy terms carefully you will find that the Rental Car CDW only applies if you rent your car through a Travel Agent. If you rent a rental car directly from the rental company – as most travelers do – the Travel Plus CDW coverage DOES NOT APPLY. You would need to purchase a costly CDW rider or a CDW specific policy.
Not sure why Travelex seems to be the only travel insurance company with this unusual Rental Car CDW clause. For future travel I will use another company like Travel Insured International who’s World Wide Trip Protector Gold is only a few dollars more and includes proper Rental Car CDW coverage.
We were shocked beyond shocked to find out our insurance was null and void because my cousin and her husband, while US citizens/retired Air Force, are temporarily on assignment in Germany working for the US Air Force for 3 years. They denied our claim (we flew to Finland from Germany and had to return due to her husband’s health emergency) because they are not living in the US. They took our money for the premium but we weren’t eligible for coverage due to them being in Germany, even though our “covered” trip was from Germany to Finland and back to Germany.