• Report:  #1497183

Complaint Review: AIG TRAVELGUARD INSURANCE - Stevens Point WI

Reported By:
Michael - Philadelphia, United States

3300 Business Park Drive Stevens Point, 54482 WI, United States
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We booked airline and hotel accomodations through Expedia for a two-week trip to Portugal last fall. In November, I was diagnosed with dermatomyositis, and entered treatment for it. Due to the medications I had to take, I was imune-suppressed and the outlook did not improve over 3 months of medication. Therefore, on March 2, we cancelled the trip, getting refunds for all hotel and travel within Portugal almost immediately. However, airline tickets, which were non-refundable, were not.

We contacted Expedia, who referred us to AIG. AIG gave us a long list of requirements, including medical documentation, which we submitted. They did not reach out to us for 3 weeks, whereupon our phone call was greeted by the announcement they had lost the paperwork. Upon "finding" it , they reported that, due to Covid-19 issues, they were behind in processing and asked our patience. By Late April, we had not heard from them, and kept calling and checking our status online. 

We were finally informed we needed to contact United Airlines to request a refund or credit for future flight. Since United had cancelled the flight due to Covid, AIG needed to know our status with reimbursement from United before processing our claim.  We were told notification of our status from United was sufficient via web URL to the statement by United. This took until mid-June to complete, and when all that was submitted, AIG further stated we needed a response from United directed to us personally. Since we were not Covid-involved, this seemed a delay that was unnecessary. AIG has in the meantime closed our claim until we submit their demanded paperwork, and refuse to process as a separate medical claim covered by their insurance contract.

2 Updates & Rebuttals


United States
Answer to rebuttal id 1497183

#2Author of original report

Mon, July 06, 2020

Our problem is not with the airline. Refunds and credits for future flights were based upon cancellation due to Covid issues. This particular issue had nothing to do with Covid, and AIG had our information before flight cancellations due to Covid. The delay in processing our payment was entirly AIG's fault- first in losing paperwork, then in delaying any decision until United presented a Covid-related refund policy, which was announced 2 full months AFTER we submitted our claim.

We will now have to go through all the proof of claim again if we start with the airline, while AIG, a large corporation with plenty of lawyers, could take up any loss with United directly if they feel the airline is liable for their loss. Our claim is contractually correct, and AIG is liable to us. Further, while Covid has made a mess of insurance claim handling, 4 months is an unacceptable delay in getting payment for an unrelated and long-standing case.


Takoma Park,
United States
No Double-Dipping

#3General Comment

Sun, July 05, 2020

Airlines have issued refunds or travel vouchers for cancelled flights.  AIG is performing due diligence and wants assurances that you actually have a claim and are not trying to get extra money from them after being satisfied by your airline.  Every insurance company does this.

If your airline promised a refund or voucher,  and has not issued it yet, your problem is with them, not your insurance carrier.  

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