Travel Guard Travel Insurance

[AZ Karaoke Girl]

I always buy travel insurance and usually opt for Travel Guard thru insuremytrip.com. I have never had to use it until now. I went on a cruise in April. Innocently walking the night before getting on the ship, I was hit by a bicyclist causing me to hit my head on the concrete. I was taken by ambulance, treated, and released and was able to go on my cruise. I had issues with the wound healing and I still have problems today with dizziness and it started oozing again yesterday.

 

Anyway, I carefully read all the claims requirements including the documents I needed to send. I submitted my claim thru TravelGuard submitting all my receipts for medical care including my medical insurance claim statements for each doctor visit. I originally submitted August 26th by emailing scanned documents. Received an email on September 19th (almost a month later) from the claims analyst, Kim, saying she could not open the pdf file and asked me to send again. I resent and called to verify they got them and someone other than Kim assured me they could see the files fine and she scrolled thru all 49 pages to make sure. October 15th (almost another month later), Kim sent me a message that she could not open or print the document and asked me to send smaller files or fax it. So I proceeded to fax all 49 pages. Seriously all of this could have been much simpler if I had sent the documents by snail mail.

 

Then I received another email on October 18th from Kim asking for verification of trip payments (they needed receipts of each & every payment I made toward the trip). I wasn't asking for reimbursement of the trip, just my medical expenses. She also asked for a copy of the trip invoice which I had provided in the original 49 page list I faxed if she had read through them that showed I had a zero balance from my travel agent. I sent everything, credit card statements with my hotel charges too and my airfare which was also included in the original submission.

 

I received another email yesterday from the new claims analyst, Lindsey, that took over my case and she asked a bunch of other questions, specifics about where I was when I got hit, were there any witnesses/names/addresses, did I seek medical attention and was I driven there or taken by ambulance (they have the ambulance bill). She asked if I had a police report. Yes I did. I sent all that information and now we'll see how long it takes before I get reimbursed for my out of pocket expenses.

 

My claim is for $1601 for my out of pocket medical expenses which is what my insurance did not cover. I have paid TravelGuard over $2,000 in travel insurance over the years and I'm going thru this much trouble to get reimbursement for a legitimate covered expense.

 

I will say that I just bought travel insurance for next years cruise and I did not use TravelGuard. I won't go without travel insurance because there are too many things that can go wrong and its worth it to me to have insurance but I won't be using TravelGuard in the future

[MCAT48]

I did not know travel insurance could be used towards injuries that do not occur on your trip.

 

Why did you not get the person who injured you to pay for your medical expenses?

Edited October 31, 2013 by MCAT48

[Monalis]

I did not know travel insurance could be used towards injuries that do not occur on your trip.

 

Why did you not get the person who injured you to pay for your medical expenses?

 

She did get injured on her trip. If I am reading this correctly she traveled to the port city the night before (at least). And was hit by the bicyclist that night, walking to dinner or back to the hotel. She just was not on the actual ship.

[smeyer418]

Contact the AZ insurance commissioner.

 

http://www.id.state.az.us/consumerassistance.html

 

insurance companies have to be licensed in the state you live(if the state requires it). In your policy the actual name of the company issuing the insurance policy should be listed probably. Insurance is underwritten by National

Union Fire Insurance Company of Pittsburgh, Pa., with its principal

place of business in New York, NY. Coverage

[MCAT48]

She did get injured on her trip. If I am reading this correctly she traveled to the port city the night before (at least). And was hit by the bicyclist that night, walking to dinner or back to the hotel. She just was not on the actual ship.

 

Interesting! I've never had trip insurance just cruise insurance given by my TA.

Do you essentially pick the date in which your insurance starts when you purchase it?

Also I did not mean to come off rude if I did in my 1st post, I was just curious.

[Ashland]

Can I ask what insurance carrier you used for your next trip ?...Insuremytrip steered me towards Global Alert for my last cruise...I too used to just go with the cruiseline offered ins. but on our last few trips have used policies that cover more.

[kimanjo]

Did you get hit at home? Or at the night before the cruise at a pre-cruise hotel? With insurance already "strarted"??

 

What day did the insurance start, as compared to the day of the accident?

 

Did the insurance start on the "day of travel"?

[6rugrats]

Did you get hit at home? Or at the night before the cruise at a pre-cruise hotel? With insurance already "strarted"??

 

What day did the insurance start, as compared to the day of the accident?

 

Did the insurance start on the "day of travel"?

 

Yes, original story very unclear as to exactly what happened. Also, OP does not state what TG plan she purchased.

 

I will add IME, it's always harder to complete the claims process when the injury is the result of an accident. The insurance company asked for all the accident details because they will try to ascertain if someone else may be responsible for paying the tab (such as the bicyclist). I am surprised OP's primary medical coverage did not seem to investigate this.

Edited November 1, 2013 by 6rugrats

[AZ Karaoke Girl]

Interesting! I've never had trip insurance just cruise insurance given by my TA.

Do you essentially pick the date in which your insurance starts when you purchase it?

Also I did not mean to come off rude if I did in my 1st post, I was just curious.

 

I always pick insurance to start the day I leave. If I'm driving or flying to port, it starts the day I leave my house. You never know what could happen. Driving to port and you get in a car accident or break down & never make the ship or flying in & flight delays cause you to miss the ship. Those are all covered expenses in a package deal. I always shop to see what offers the best coverage for what I anticipate could go wrong. So my cruise didn't start until Sunday but I flew in to Ft Lauderdale 2 nights before & did tours and had group dinners with my role call pre-cruise. So my trip started on April 26th, injury on April 27th and cruise April 28th.

 

Can I ask what insurance carrier you used for your next trip ?...Insuremytrip steered me towards Global Alert for my last cruise...I too used to just go with the cruiseline offered ins. but on our last few trips have used policies that cover more.

 

I used Travelex on next years cruise thru insuremytrip.

[AZ Karaoke Girl]

Yes, original story very unclear as to exactly what happened. Also, OP does not state what TG plan she purchased.

 

I will add IME, it's always harder to complete the claims process when the injury is the result of an accident. The insurance company asked for all the accident details because they will try to ascertain if someone else may be responsible for paying the tab (such as the bicyclist). I am surprised OP's primary medical coverage did not seem to investigate this.

 

I purchased the TG Gold plan which covered more than the basic. I provided them the police report which shows the name of the guy that hit me. He was a foreigner from South Africa so I could not go after him for damages. The sad thing is, this 18 year old kid has no idea what pain & suffering he caused me by his carelessness.

[6rugrats]

I purchased the TG Gold plan which covered more than the basic. I provided them the police report which shows the name of the guy that hit me. He was a foreigner from South Africa so I could not go after him for damages. The sad thing is, this 18 year old kid has no idea what pain & suffering he caused me by his carelessness.

 

Yes, but to be driving a car (a rental?), he should have had insurance. Maybe they are investigating that?

 

I have had Travelguard pay several claims. One took a while, but they all eventually were paid. Hopefully, you make a full recovery and get your out-of-pocket expenses back soon.

[AZ Karaoke Girl]

Yes, original story very unclear as to exactly what happened.

 

I indicated I was walking back to my hotel when I got hit. Longer story; I went to pre-cruise dinner with my roll call friends that I had been chatting with on CC for over a year. My DH & I walked to & from the hotel over the 17th Street bridge in Ft Lauderdale. We walked with our new friends we met on CC Bill & Gina from Ohio, I'm from Arizona. Bill & my DH were walking about 10 feet ahead of Gina and I. Another couple was walking toward us on the pedestrian walkway. A bicyclist flying by about 30-35 mph (claims he had no brakes) came out from behind this couple that I didn't see until it was too late. Gina & I were as far to the right as we could because of the other couple walking toward us. This bike was weaving in & out of people and out of control. I didn't have time to get out of his way and he tried to steer around me but hit me face first. His helmet or him shoulder hit my left cheek/jaw, I lifted off the ground and landed straight back head first onto the pavement. My head felt like it was going to explode and I was very dizzy. My husband grabbed the back of my head and said she's bleeding call 911. I got transported by ambulance to Broward ER. I was still able to make the cruise but my head continued to bleed all night even though they released me. After dinner on the cruise ship, I went to the infirmary to see if they could stop the bleeding. They put the dermabond glue on it but said I couldn't wash my hair for 3 days. So I spent the first 3 days of my cruise unable to wash my hair, including formal night with my hair put up in a bun. Not cool.:(

 

Why did you not get the person who injured you to pay for your medical expenses?

 

A foreigner and last time I checked, you can't sue for damages unless they are a resident of the US. In fact, this guy didn't even have identification. For all I know, he lied to the cop and is a US Citizen. The cop didn't arrest him. That seems odd to me. When the cop came to the hospital to get my statement, I asked why they didn't arrest him for no ID and he said "he seems like a nice kid" :confused::rolleyes: Really?

[Budget Queen]

Yes, but to be driving a car (a rental?), he should have had insurance. Maybe they are investigating that?

 

I have had Travelguard pay several claims. One took a while, but they all eventually were paid. Hopefully, you make a full recovery and get your out-of-pocket expenses back soon.

 

He was on a bike.

[GeezerCouple]

Yes, but to be driving a car (a rental?), he should have had insurance. Maybe they are investigating that?

 

I have had Travelguard pay several claims. One took a while, but they all eventually were paid. Hopefully, you make a full recovery and get your out-of-pocket expenses back soon.

 

She wrote that she was hit by someone on a bicycle, not someone driving a car.

 

GeezerCouple

[AZ Karaoke Girl]

Yes, but to be driving a car (a rental?), he should have had insurance. Maybe they are investigating that?

 

I have had Travelguard pay several claims. One took a while, but they all eventually were paid. Hopefully, you make a full recovery and get your out-of-pocket expenses back soon.

 

It was a bicycle. Maybe he rented the bike, I don't know but investigating? Seriously? This rent-a-cop didn't even ask if the bike was rented.

 

I had poor experience with all parts of FLL. Bill that called 911 was telling me about the incompetence of the 911 operator. The rent-a-cop officer was also incompetent. He went "under the bridge" even though he saw the flashing lights of the ambulance directly above. When the paramedics got there, I'm laying on the ground. They asked me a couple questions then asked me to sit up then stand up. Did they know I didn't have a back/neck injury before making me stand? Then I'm dizzy as heck and holding onto the guardrail and they ask me if I can climb over the guardrail to the ambulance. :eek: I said first of all, I have muscular dystrophy so even without a head injury, I couldn't do that. They said well we need to figure out how to get you to the ambulance. :confused::rolleyes:

 

I got to the ER and the nurse said, "Oh you are bleeding. We were told this was a closed wound." They were going to release me without running any tests. I said I'm going to be in the middle of the Atlantic in a few hours and I'd really like to make sure there are no internal brain injuries so they finally did a CT scan. They barely flushed out the wound and put 1 staple in it. It continued to bleed.

 

I got home and had my Dr remove the staple which I was told it could be removed in 1 week, and it continued to bleed for another 3 days until I went in to see my doctor again and she sent me to ER. They determined I had a hematoma and a staph infection and sent me to see a specialist, general surgeon, that cut it out & shaved my hair in that area so I could provide home care for it. Home care included packing the wound with gauze & saline for twice a day for about 3 weeks or so until it closed. Now today it is still swelling up & just started oozing again a few days ago because there is still a rock or something in there that is trying to work its way out. TravelGuard may deny the followup care because my coverage ended when I got home but over $1200 of the charges was from the ER, the ambulance, the CT scans, the ship infirmary etc.

[Budget Queen]

For most travel health insurance, they are SECONDARY, so they do have the right to verify that everything that can be paid by someone else is. Another issue is this was in the US. So this person's health insurance did pay (not probably the best, due to the large out of pocket, and not hospitalization that is mentioned?) I know that my health insurance is pretty much available nation wide with good coverage. Not the same with everyone.

 

I will mention one huge factor for others to consider. It is ALWAYS preferable to contact the insurance you purchase- keep those phone numbers handy, BEFORE you go anywhere.

 

I, myself was just involved with a medical incident- I was in Barcelona, I called them, told them where I was, within a few minutes- they told me the hospital to go, spelled out the exact name and address and said they would contact them directly. I took a cab, and the ER already had my information, required nothing more than my passport. I was in the hospital 11 days- huge costs, I'm sure. When I went down to the business office before I could leave, I was told, everything was taken care of. :) Only expense I had was the round trip cab ride and a 16 euro medication purchase.

 

I am certain, it would have been very different, if I had just gone to any ER and then notified the insurance later.

 

So again, my advice, be certain everyone, knows to call ahead, if possible and has access to the phone numbers.

[AZ Karaoke Girl]

Yes, but to be driving a car (a rental?), he should have had insurance. Maybe they are investigating that?

 

I have had Travelguard pay several claims. One took a while, but they all eventually were paid. Hopefully, you make a full recovery and get your out-of-pocket expenses back soon.

 

It was a bicycle. Maybe he rented the bike, I don't know but investigating? Seriously? This rent-a-cop didn't even ask if the bike was rented.

 

I had poor experience with all parts of FLL. Bill that called 911 was telling me about the incompetence of the 911 operator. The rent-a-cop officer was also incompetent. He went "under the bridge" even though he saw the flashing lights of the ambulance directly above. When the paramedics got there, I'm laying on the ground. They asked me a couple questions then asked me to sit up then stand up. Did they know I didn't have a back/neck injury before making me stand? Then I'm dizzy as heck and holding onto the guardrail and they ask me if I can climb over the guardrail to the ambulance. :eek: I said first of all, I have muscular dystrophy so even without a head injury, I couldn't do that. They said well we need to figure out how to get you to the ambulance. :confused::rolleyes:

 

I got to the ER and the nurse said, "Oh you are bleeding. We were told this was a closed wound." They were going to release me without running any tests. I said I'm going to be in the middle of the Atlantic in a few hours and I'd really like to make sure there are no internal brain injuries so they finally did a CT scan. They barely flushed out the wound and put 1 staple in it. It continued to bleed.

 

I got home and had my Dr remove the staple which I was told it could be removed in 1 week, and it continued to bleed for another 3 days until I went in to see my doctor again and she sent me to ER. They determined I had a hematoma and a staph infection and sent me to see a specialist, general surgeon, that cut it out & shaved my hair in that area so I could provide home care for it. Home care included packing the wound with gauze & saline for twice a day for about 3 weeks or so until it closed. Now today it is still swelling up & just started oozing again a few days ago because there is still a rock or something in there that is trying to work its way out. TravelGuard may deny the followup care because my coverage ended when I got home but over $1200 of the charges was from the ER, the ambulance, the CT scans, the ship infirmary etc.

 

Put yourself in my shoes. You bought insurance for a reason, an accident happens through no fault of your own, You are still dealing with the consequences of someone elses' actions 6 months later and you can't even get reimbursed for out of pocket expenses?

Edited November 1, 2013 by AZ Karaoke Girl

[AZ Karaoke Girl]

Pictures:

me in the hospital:

 

What my friends now call "Lisa's bridge"

 

My head injury thru its healing first month (sorry if this grosses anyone out but to if you want to see the reality of it, here goes):

[AZ Karaoke Girl]

I am certain, it would have been very different, if I had just gone to any ER and then notified the insurance later.

 

So again, my advice, be certain everyone, knows to call ahead, if possible and has access to the phone numbers.

 

Good advice if it isn't an emergency.

 

For me, walking from dinner back to thehotel:

1) When they are taking you by ambulance for an emergency, you can't tell them where you want to be taken. I know this from experience with my mom.

2) I didn't have any insurance paperwork except my regular health insurance card with me so I couldn't call TravelGuard and I'm thinking in my head "I don't want to die and I'm going to miss my cruise." Last thing on my mind is am I going to be reimbursed.

[kimanjo]

Why did you chose to use your Travel Insurance instead of your regular insurance (i.e. Blue Cross, Cigna), since you were still here in the US.

 

Just trying to learn. I always have Travel Insurance, but, knock on wood, have never had to use it.

 

But I (DS) have had to go to the hospital in Hilton Head for stitches years ago, and we used our regular medical insurance.

 

When you got to the ER, did they not ask for your Insurance card. Thats usually the first think they ask for!?!

[mikehn]

Copy and pasted from my travel guard policy:

 

Effective Date: Trip Cancellation and Cancel for Any Reason benefits will be effective at 12:01 a.m. on the day after the plan cost is paid to the travel agent. All other

coverage will take effect on the date the insured leaves for their trip. Termination Date: Trip Cancellation and Cancel for Any Reason coverage will end on the earlier of: (a) the cancellation of the Insured’s Trip; or (b)

the date and time the Insured starts on his/her Trip. All other coverage ends on the earlier of: (a) the date the trip is completed; (b) the scheduled trip completion date; © the Insured’s arrival at the return destination

on a round trip, or the destination on a one-way trip; or (d) cancellation of the trip covered by the policy.

[cruiseco]

Why did you chose to use your Travel Insurance instead of your regular insurance (i.e. Blue Cross, Cigna), since you were still here in the US.

 

Just trying to learn.

 

I don't think the OP did. The way I read it is she had her regular insurer take care of the medical bills as usual but submitted the un-paid portion (co-payment, deductibles, etc) to Travel Guard for reimbursement which is exactly the way it is supposed to be done.

[Budget Queen]

Good advice if it isn't an emergency.

 

For me, walking from dinner back to thehotel:

1) When they are taking you by ambulance for an emergency, you can't tell them where you want to be taken. I know this from experience with my mom.

2) I didn't have any insurance paperwork except my regular health insurance card with me so I couldn't call TravelGuard and I'm thinking in my head "I don't want to die and I'm going to miss my cruise." Last thing on my mind is am I going to be reimbursed.

 

You are wrong, you most CERTAINLY can tell then what hospital you are going. And I completely understand this may not be a priority, just a fact.

 

It may be worthwhile, to recommend having the insurance numbers and paperwork always with you. My insurance also would have allowed me to select my health care. The sooner they are involved, the sooner they can take over. Just some ideas for the future.

[AZ Karaoke Girl]

Why did you chose to use your Travel Insurance instead of your regular insurance (i.e. Blue Cross, Cigna), since you were still here in the US.

 

Just trying to learn. I always have Travel Insurance, but, knock on wood, have never had to use it.

 

But I (DS) have had to go to the hospital in Hilton Head for stitches years ago, and we used our regular medical insurance.

 

When you got to the ER, did they not ask for your Insurance card. Thats usually the first think they ask for!?!

 

I used Blue Cross Blue Shield and provided that insurance information to everyone. My deductible had not been met so I had to pay that, since I was out of state and unable to see my preferred hospitals, I had to pay a 20% copay also. I had to provide proof to Travelguard that my portion had been paid so I had to provide credit card statements and copies of endorsed checks I had to obtain from my bank in order to prove I paid them. These charges were my responsibility after insurance. Transport by ambulance was $895 alone. I had 2 CT scans also. All those charges would have been thousands of dollars so thank God I had regular health insurance.

 

You are wrong, you most CERTAINLY can tell then what hospital you are going. And I completely understand this may not be a priority, just a fact.

 

It may be worthwhile, to recommend having the insurance numbers and paperwork always with you. My insurance also would have allowed me to select my health care. The sooner they are involved, the sooner they can take over. Just some ideas for the future.

 

Good to know. In the future, I will be sure to find out before I leave home which hospital I should go to in each & every port I stop at.:rolleyes: That isn't reality. When you are injured they take you to the nearest place. I'm sorry but when my mom fell at home & hit her head she was demanding they take her to St Mary's hospital in my home town and the paramedics said "mam this is an emergency, we take you to the nearest hospital....you don't have a choice" so I beg to differ with you. I heard the paramedic say this and he took her to a hospital that she hates. Just sayin.

[kimanjo]

I used Blue Cross Blue Shield and provided that insurance information to everyone. My deductible had not been met so I had to pay that, since I was out of state and unable to see my preferred hospitals, I had to pay a 20% copay also. I had to provide proof to Travelguard that my portion had been paid so I had to provide credit card statements and copies of endorsed checks I had to obtain from my bank in order to prove I paid them. These charges were my responsibility after insurance. Transport by ambulance was $895 alone. I had 2 CT scans also. All those charges would have been thousands of dollars so thank God I had regular health insurance.

 

 

 

Good to know. In the future, I will be sure to find out before I leave home which hospital I should go to in each & every port I stop at.:rolleyes: That isn't reality. When you are injured they take you to the nearest place. I'm sorry but when my mom fell at home & hit her head she was demanding they take her to St Mary's hospital in my home town and the paramedics said "mam this is an emergency, we take you to the nearest hospital....you don't have a choice" so I beg to differ with you. I heard the paramedic say this and he took her to a hospital that she hates. Just sayin.

 

 

 

Thank you very much for the personal insurance question. We have what I suppose people call a "Cadillac" plan, no co-pay, and very,very low deductible, but would still have a couple hundred dollars in out of pocket expenses maybe.

 

As one who always buys insurance for my travel, I am interested in how this all turns out for you. Hopefully, I/We never have to use it, but what we can learn from each other helps everyone in the long run.

 

Thanks again, keep us posted.

 

J.