With Trip Mate you can be assured that you will receive the best service possible. We handle every claim with utmost concern for you and your situation.

Our claims examiners undergo extensive training and are committed to providing fast, fair and friendly service. When you report a claim you can expect that:

  • customer service representatives will be available around the clock with average telephone hold times of less than one minute;
  • all calls will be returned on the day you call or the next day at the latest;
  • if there is any problem with your claim, we will call you personally to discuss our concerns;
  • we will always be respectful of your needs and concerns, and we will employ the highest ethical standards in the handling of your claim;
  • no claim is denied without a thorough review by senior claims personnel in addition to the examiner assigned to your claim.
Report New Claim
 
Resume a Claim
Check Claim Status

Claims for individuals and family members living in the same household may be reported online together. Family members living in different households, unrelated individuals or traveling companions must report their claims separately.

In order to report your claim(s) online, you will need the following information:

  • your Plan Number which is found in the Plan Certificate or Description of Coverage web page;
  • the departure and return dates of your scheduled trip;
  • the travel agency name, address, telephone number and the name of your travel agent, if you booked your trip through a travel agency (not required, but recommended).
  • Depending upon the type of claim(s) you are reporting, additional documentation may be required.
Report New Claim
 
Resume a Claim

You can review the status of your claim and claims of family members living in the same household. In order to review the status of your claim(s) online you will need the following information:

  • your Plan Number which is found in the Plan Certificate or Description of Coverage web page;
  • your First and Last Name; and
  • your Claim ID, which is found on your completed claim form in the mailing address area to the right of your name.
Check Claim Status

Below is a list of documents that may be required when filing a claim. These are general requirements and documentation may vary depending upon the plan you have purchased. With your claim form, you will receive a specific listing of required documents relative to your plan.

Pre-Departure Trip Cancellation

Payment Information – a copy of your trip itinerary and copies of all invoices, credit card statements and cleared checks evidencing your payment for the trip.

Refund Information – original unused non-refundable tickets; copies of invoices, credit card statements or other written documentation substantiating the non-refundable costs for your air, land or cruise travel arrangements (retain originals for your records) and a copy of the travel supplier’s literature that details the terms and conditions (i.e. refunds given when a trip is canceled).

Cause of Your Trip Cancellation – any documentation substantiating the reason you canceled your trip (i.e. such as a death certificate in the event death; for a sickness or injury, signed Attending Physician Statement and Authorization for Release of Information forms which are included with your claim form).

Post-Departure Trip Interruption, Travel Delay or Missed Connection

Payment Information – a copy of your trip itinerary and copies of all invoices, credit card statements and cleared checks evidencing your payment for the trip.

Refund Information – original unused non-refundable tickets; copies of invoices, credit card statements or other written documentation substantiating the non-refundable costs for your substantiating the non-refundable costs for your air, land or cruise travel arrangements (retain originals for your records).

Expense Reimbursement – any documentation of additional expenses for which you are requesting reimbursement, such as: tickets, receipts, and bills (retain originals for your records).

Cause of Your Trip Interruption – any documentation substantiating the reason you interrupted your trip (i.e. such as a death certificate in the event death; for a sickness or injury, signed Attending Physician Statement and Authorization for Release of Information forms which are included with your claim form).

Cause of Your Travel Delay or Missed Connection – any documentation substantiating the reason for your delay or missed connection (i.e. such as documentation from the airline or other carrier detailing the cause of your delay; or for a sickness or injury, documentation of treatment for the cause of your Travel Delay).

Medical Expense

Additional Forms – a signed “Authorization for Release of Information” form (included with your claim form).

Expense Reimbursement – copies of itemized bills and/or statements from medical providers for services rendered in connection with your claim (retain originals for your records). These bills and/or statements must include the date of service, the service rendered, the charge for each service, and the diagnosis.

Other Insurance or Benefits – a copy of an Explanation of Benefits Statement or other evidence of payment, denial of benefits, or claim status (retain originals for your records) from your primary health insurance provider. FOR U.S. MEDICARE PARTICIPANTS: If you are covered under a Medicare Supplement Policy, you must submit any incurred charges to your Medicare supplement carrier.

Baggage Loss/Damage

If loss or damage to your property occurred while in the care of a responsible party (i.e. airline, motorcoach operator, taxi, cruiseline, hotel, restaurant, etc.), you must provide us with evidence of payment, claim denial, or other disposition from the responsible party (retain originals for your records). If your property is lost, stolen or damaged while in your possession, you must provide us with evidence of the loss.

For repaired luggage, please submit your luggage repair bill.

For items damaged beyond repair, you must provide the date of purchase, a fully completed Statement of Non-Repairability (included with your claim form), and a written statement of current replacement cost from a retailer (retain originals for your records).

For items lost or stolen, you must provide the date of purchase. If you are not sure of the exact date, provide the month and year of purchase.

For items over $100.00 in value which have been lost or stolen, you must provide documentation of the original purchase price. If the original receipt is not available, benefits will be calculated based upon 75% of the Actual Cash Value at the time of loss.

Baggage Delay

If delay of your property occurred while in the care of a responsible party (i.e. airline, bus, taxi, cruise line, hotel, restaurant, etc.), you must provide us with evidence of payment, claim denial, or other disposition from the responsible party (retain originals for your records).

Attach all receipts for additional clothing and personal articles purchased during the delay (retain originals for your records).