I'd like to take this chance to post a beef about TravelGuard; they recently had an opportunity to win my future business, and botched it.
I generally don't use travel insurance much, but with aging parents on both sides of the family, sometimes it makes sense. My wife and I recently booked a last-minute trip to a warm-weather destination through a local charter air-carrier, and I purchased the TravelGuard insurance as part of the booking. Within an hour and a half of the booking, we found out that we needed to adjust our travel dates by one day. I immediately contacted the air carrier; their fares were MUCH higher on the new dates, and I couldn't justify the added expense; but they had a 24-hour no-charge cancellation & change policy, and I found cheaper flights on another carrier, so there was no cost to us to cancel the flight with the original carrier. Great news, and save a bunch of $$$!
But when I asked about a refund of the nearly $300 we paid for the travel insurance, the carrier said that I needed to speak directly with TravelGuard. Now I realize that the policy stated that any purchase was non-refundable; but the policy didn't even go into force until the next day, and under the circumstances, I figured I'd ask them to do the right thing and refund our premium.
So I called the charter company's TravelGuard support number and explained the issue. They hemmed and hawed, and finally asked me to call TravelGuard directly. When I did that, the TravelGuard rep I spoke with said that I needed to contact the carrier. I said that "they told me to call you'" but it didn't help. So back to the carrier, then their TravelGuard support line. A rep finally agreed to push the matter up to a supervisor.
Two days later, they called and said that there was nothing that they could do, that they were"contractually obligated" to charge me the premium, even though the insurance hadn't gone into force when I asked for the refund.
TravelGuard: you missed a perfect chance to extend real customer service to me in this instance. Rather than just do a refund and earn my respect (and future business), you're taking my $298 and doing absolutely NOTHING to earn it. And you're taking my money without even issuing a policy; in my mind, that's called theft or fraud.
Did I read the "no-refund" notice when I signed up? Yes, I did, so technically they're within their rights; but looking at the situation, I think TravelGuard really missed an opportunity to do right.