Trip Mate Anmeldelser 1.173

I had a very frustrating experience with Trip Mate, spending hours on the phone repeating the same information and being shuttled to the tour company without being able to clarify the status with them. I received an email saying they were processing my claim a week after I received a letter saying they had sent the processed claim to my tour company, which had not received it from them. No one I spoke to could clarify anything, perhaps because the company is so disorganized. I asked to speak to a supervisor, but was told "she was not on the floor." I asked her to call me because I wanted to know what was going on, but never received a call.

Brooke provided truly outstanding customer service throughout our Trip Mate insurance claim when our honeymoon was disrupted due to Hurrican Melissa in October 2025. She was knowledgeable, patient, and incredibly helpful, making what was a stressful process feel manageable. She promptly answered our questions and followed up consistently to ensure nothing fell through the cracks. Her professionalism, attention to detail, and genuine care made a huge difference in our experience. Brooke went above and beyond, and we are extremely grateful for her support. She is an absolute asset to the Trip Mate team.

Insurance claims don't always end favorably for the insured. I'm so glad we retained receipts, records, etc. that were necessary to process our claim.

DO NOT USE THIS COMPANY!!! in flight cruise cancelled in Antarctica, sent email on plane. submitted all information for claim, 6 weeks later, can't talk to anyone and they are questioning why we had to stay over in Santiago after a 10 hour flight there??? told me no reimbursement for the flight to Puenta Arenas which was non refundable too.

Bought Trip Mate coverage through Viking Cruises for cruise to Jordan & Egypt. Payment due date approaching (6 months before trip) and we decide to cancel the trip due to Iranian drones being shot down by fighter jets in the region. We are afraid our whacko President is going to get in a war with Iran and do not want to be in the area next November. Had to pay in full for Trip Mate trip insurance through Viking when we put a deposit down for the cruise. Don't remember being told the insurance is non-refundable if trip is cancelled 6 months out before you have even paid for the trip! It is not refundable. So, payment for the trip insurance we no longer need because we are not going on the trip (therefore could not file any kind of a claim on) is money we will never see again; over $2600! I know not all trip insurance is like this because we had to cancel a trip before (again, before we had paid for the trip, more than 6 months prior to the trip) and received a full refund for the no longer needed trip insurance. This is a total scam.

This trip insurance was purchase as part of a trip to the Atlantis in the Bahamas. I became ill, cancelled the tripo and sought reimbursement, truthfully filling out and supplying every form they asked for. Despite two physicians statements, hipa forms and full compliance, they rejecting my claim stating a preexisting condition from 2017. Despite full explanations and total compliance with all their policy conditions, they continued to make false statements about the terms of their policy and this 'preexisting condition' My physicians has actually cleared me to travel before i made the reservation, and stated that it was an acute illness that caused me to cancel, not that preexisting condition, yet they refused to pay.

This insurance is a scam. I would not use them

Working through Tripmate Insurance and Ethel to finalize claim #7563757. She was very helpful and assisted in securing the documents necessary to complete the claim.

Don't waste your money. I bought the travel protection to visit Costa Rica. My brother had an emergency where he had to come back to the states, 3 weeks before my trip. I called trip mate and they refused to pay. They told me it isn't covered as a cancellation. Only on the airlines side. What a joke
I tried to upload the reason they sent back to me, but I can't. They claim medical for the reason, which is not the case. My family member had to come back to the states for other reasons.
Thay are affiliated with CheapOAir, so be careful if you go to that site

Alfred was courteous and respectful. When I stumbled he was patient. He was efficient

To whom it may concern

Way didn't anybody from
Trustpilot, says didn't have cancelation coverage
not able to travel because I'm sick and Doctor recommendation is NO traveling.
And send me an email today. Telling me that I'm not covered.
What is that.
If I knew I wouldn't pay $296.00 to go to New York in September me not knowing if I can.
One Travel you stab me big time with not telling me about the not coverage of cancalation.
I will never by anything from you.
And will never recommend to nobody to by anything thru One Travel or Trustpilot because you both stab me big times without telling me, and don't come and say you didn't read.... who in this world reads those tiny letters hello.

I would highly recommend a higher level insurance provider. This company fails completely in communication. I won’t bother to detail my own frustrating experience with Trip Mate but instead advise those traveling on Viking find a higher rated company with adequate levels of coverage. The level of communications with”customer service”. Is an exercise in frustration and unprofessionalism. They simply take messages and funnel them into a black hole. No direct answers or direction. Not to mention some of these message takers have really poor skills. They use a third party for repatriation flights that use horrible routing that add hours and hours to return flights. Apparently Sky Cap, which is the third party air travel company that Trip Mate uses for this service doesn’t have a customer service staff of any kind. They have a phone with an answering machine and like Trip Mate they don’t answer questions. Trip Mate does not assist with issues with their agent Sky Cap.
Traveler is Patricia Peterson
January 23 and I haven’t been contacted. Just a continuation of their poor communication.

Excellent customer service through the entire process!

I have been working with Trip Mate for over 9 months now in order to receive reimbursement for a Viking River cruise my husband and I embarked on in April, 2025. I had a follow-up phone call today with an agent, Ethel, who was the first person I’ve spoken with that clearly explained to me what services are eligible for reimbursement and which ones are not or are over the reimbursable limit. Ethel is extremely knowledgeable and professional as well kind and patient. This was my first phone call after 9 months of calls and submissions where the agent went through our claim line by line and clearly explained the Explanation of Benefits. Up to this point, I would have said that I was hesitant to ever purchase a policy from Trip Mate again. However, after my experience with Ethel today, I will definitely use them for future travel. I finally feel heard and will be correctly reimbursed according to our contract with them. I cannot say enough great things about Ethel. Trip Mate is extremely lucky to have her as one of their agents.

Our vacation was cancelled by Sandals Resorts due to Hurricane Melissa. We rebooked and the resort cancelled again because the resort would not be ready before our airline tickets expire. Dealing with Trip Mate has been a night mare. They will not send the documents to me showing why the claim was denied. Nothing but lies and stall tactics. The appeal process is the same. I believe they will not send documents because they know they will lose in litigation.

Horrible they are not give us our money back. We were affected by hurricane Melissa. We had no control over the resort closing and the airport being closed and yet they said because we weren’t within a 30 day window of leaving that we had no claim. Do not give them any money and do not trust the scam artist company!

We had to cancel a Viking River cruise because of a medical issue. To be fair, the online claim process worked well and the time to finalize the amount was done quickly. The many reps I talked to were courteous but never followed up to verify their answers to direct questions were correct. My poor review is based on the fact it took two-and one-half months to receive the checks. Direct Deposit was our choice, but we were not given that option. The checks were mailed. We are Winter Texans, so I called TM to verify the checks would be forwarded and not 'Returned to Sender' like so many financial organizations request. I was told they would be forwarded to TX. After three weeks the checks had not arrived so were cancelled - and a second set mailed. I called TM again but would not be put in contact with the check/mailing department to verify the new checks would be forwarded. When those checks were returned to TM an alert person, Christina Hagin took the initiative and emailed us. We gave her our TX address and after three days the checks arrived - after a time lapse of two-and one-half months. To my earlier point, if any one of the reps had taken the time to verify if the checks would be forwarded, especially since the first mailing was returned, all of this could have been avoided, and TM would have received a five-star rating.

I submitted the paperwork as instructed. The process was completed and approved. My reimbursement was received rather quickly

Everything was done online. I submitted all forms either online or attached a copy of the paperwork!

I found it necessary to cancel a trip. The process for filing the claim was simple and very straight forward. The ability to track the claim on line was very convenient. The claim was settled and paid much more quickly than I had expected. I recommend, and plan to use, TripMate for any future travel insurance needs. Thank you to all the staff

When I started traveling abroad more frequently, I decided to buy insurance each time; our trip to Cancun was no exception. It was a family trip, including my 82 year old aunt. Two days prior to our return, she fell and broke her forearm. We took her to the nearest hospital. The minute we contacted Trip Mate, they were in constant contact. Many of them helped us out, to include Cerine while in Mexico and Brooke after we returned. Trip Mate worked hard with the hospital so that they could directly pay for the bill but the hospital wasn't willing to work with them, and instead required us to pay the entire bill (with ED visit, imaging, labs, surgery and a full day post-op, it was about $15K). Trip Mate told us what exactly they would need in order for us to submit the claim and get fully reimbursed: the discharge summary (which showed that she was hospitalized), receipts that we paid and MOST importantly, itemized receipt showing exactly all the items we were charged by the hospital. We were able to get this from the hospital after we paid (9 page document). Once we returned, I submitted the claim and all supporting documents. Within a month, our claim was accepted and checks arrived within six weeks after I submitted the claim. Everyone was responsive at Trip Mate from day one through the end when checks were mailed.

Trip mate employees were kind and professional. Our claim was processed and paid in less than a month.