Trip Mate delays my reimbursement. Big surprise, right?

Trip Mate is delaying their claim.

Beverly and Bob Sorrentino canceled their cruise long ago, but their insurance claim through Trip Mate is still “processing.” Can our advocates help the Sorrentinos get their reimbursement check?


My husband and I paid for a West Indies ocean cruise on Viking. We also purchased a travel insurance policy through Trip Mate. Unfortunately, we had to cancel our cruise because of a surgery.

We completed and submitted the required documentation to request a Trip Mate reimbursement for our cruise fares. But it’s been over 60 days since we filed our claim, and we haven’t received our refund.

Trip Mate’s agents tell us only that our refund request is “being processed.” How long is it supposed to take Trip Mate to process our claim and issue our reimbursement? Can you help us speed things along? — Beverly Sorrentino, Reading, Mass.


I’m sorry you couldn’t take your cruise. And it’s too bad that Trip Mate is taking its time about issuing your reimbursement. You don’t need a refund delay on top of surgery and a canceled vacation.

You might have used the “View Claim Status” feature on Trip Mate’s website to check the status of your refund. But I don’t know if you would have learned anything new about your claim other than “it’s being processed.”

A pattern of Trip Mate reimbursement delays

Unfortunately, for insurance companies in general and Trip Mate in particular, slowness in processing claims is par for the course. Trip Mate lately has been delaying refunds for canceled cruises while telling policyholders that their claims are “in process.”

Trip Mate’s website doesn’t guarantee that claims will be resolved within any range of time. But it promises that:

  • 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

Trip Mate is not living up to these promises by not issuing your refund or an explanation for the delay.

The wrong tone to take with an insurance company

Your husband sent the following message to Trip Mate:

I sent an email to your associate on Monday reminding him that a week had passed and still not had received the checks which were promised to be sent this week. It is now Friday; still no checks and no response from [your associate] which I consider rude and unprofessional. Are we getting them or not? Your company needs to do what you say you are going to do as promised.

While your husband’s impatience is understandable, the aggressive tone here wasn’t likely to speed up the Trip Mate reimbursement process. Accusations and demands don’t motivate companies to act with greater speed or concern for customers.

Getting your refund payment

After over four months of waiting for your Trip Mate reimbursement, you asked us for help. Our advocate, Dwayne Coward, advised you to write a polite, concise letter to the primary contact listed on our contacts page for Trip Mate. If the primary contact didn’t respond within a week, Dwayne suggested that you then write to the next highest-ranking person listed in the page.

Above all, Dwayne advised that you observe the three P’s of consumer advocacy during this letter-writing process: patience, politeness and persistence.

This strategy worked. You have notified us that Trip Mate has issued your cruise reimbursement.

Have you ever written to an insurance company about the status of a delayed reimbursement?

Underwritten by

Underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

Underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

Underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

Underwritten by Enterprise

A family-owned, world-class portfolio of brands. A global network that spans across more than 85 countries. Some 97,000 dedicated team members sharing common values. And more than 1.9 million vehicles taking our customers wherever they need to go.

Underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

Underwritten by

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

Underwritten by InsureMyTrip

It’s simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. Rated A+ for travel insurance by the Better Business Bureau. All travelers that purchase a policy through  InsureMyTrip have access to Anytime Advocates® for claims assistance.

Underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at

Underwritten by SCOTTeVEST

An innovative apparel brand for people who want easy access to everything they need. For those who live for every second, SCOTTeVEST lets you maximize your life. Ditch the carry-on bag and pick up a  SCOTTeVEST.

Underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit

Underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

Underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. readers enjoy discounted rates. Travel safer with  MedjetAssist.

Underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

Underwritten by Sungard Availability Services

Leveraging more than 35 years of experience, Sungard AS designs, builds and runs critical IT services that help businesses manage complex IT, adapt quickly and build resiliency and availability. A leading provider of critical production and recovery services, Sungard AS partners with customers across the globe, delivering resilient IT systems, infrastructure and recovery services tailored to achieving desired business outcomes.

Underwritten by makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at

Underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on to save over 70 percent on your next purchase.

Underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International,, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

Underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.

%d bloggers like this:
This free newsletter will save you from scams.