Arch Insurance Group
reviews and complaints

The company is a rip off as everyone else has already said.

Very disappointed in Arch Insurance. Never again! My cruise was cancelled due to COVID 19. I paid $1700.00 and they will only refund a little over $400. That's a rip off! Buyer beware!

Terribly rude, unhelpful, argumentative customer service reps that refused to answer simple reasonable questions. I've had the horrible experience of talking with 2 different reps and same problem, unprofessional, rude conduct.

Don't know how they have a good Complaintsboard.com rating as most customer ratings are very poor. I don't think they even deserve one star as they don't know or care about customer service,which was my personal experience. Bought cruse inc. and cruse was canceled due to virus. They would not give a credit for a later date or a refund,as there policy is you only have about a week after purchase to cancel. Found them to be extremely unreasonable. They name streets after companies like them... ONE WAY !

I will never use this company again! My tour to Croatia in October was cancelled due to COVID19. I received the deposit for the 10 tour back from the touring company, Globus Tours. No problem. However, when I went to Arch Insurance Solutions Inc. to tell them I needed my policy payment refunded. They said I could only get back $125.00 of the $346.68 policy payment or a 2 year limited voucher for insurance on another trip. They have done nothing but rob a 74 year old widow of $200.00. What a disgrace!

With the outbreak of Covid-19 and the state of emergency delared by President Trump, which cancelled all international cruises and flights, RoamRight refused to cancel the policy in which we purchased. After speaking with a rep and a supervisor, Marcie, they still refused to. Marci stated that the only way she would cancel is from an email from the cruise vendor. Forget that President Trump banned all travels or that everyone in the U.S. is under a pandemic. This kind of immorality and insensitive actions should not be displayed by any company, especially one that thinks they are of an A standard of quality.

Arch Insurance does not stand behind its product. I was scheduled for a trip to Italy and was advised by my doctor not to go because of my health issues and the virus. i provided the required doctors statement and the company still wouldn't reimburse my $600. they claimed i did not have an illness before the trip. i have a chronic illness which the doctor verified. after repeated requests to talk to a supervisor they always said they are busy and will return my call. they never did. received a letter saying they would not reimburse me and that was final. do not purchase travel insurance from Arch Insurance through Gate 1 travel. This company should not be in business!

We planned a trip to the Outer Banks of N. Carolina in 8-19. We paid about $400 per month for the rental fee on a condo for about 12 months. We purchased travel insurance because my husband was receiving kidney dialysis twice a week and on a transplant list. Uncertain of the future, we expected to be reimbursed travel insurance when at the last minute, in May the kidney dialysis clinics in N. Carolina refused out of state patients due to Covid-19. Obviously to us, the trip was impossible because without dialysis, he would die. They refused our claim and our request for an appeal because it just didn't fit into their criteria. I would like to know just what would? What a horrible company! If my husband would have died, then would they have paid? The company is a branch of Arch Insurance. (RedSky) How do they have an A+ rating? Sandra B-

DO NOT USE THIS COMPANY! Worst company ever! Terrible customer service, they do not respond to emails or return phone calls. I had a cruise booked for April. Was advised not to travel by my doctor due to Covid, I emailed Arch to see if that would be a covered reason to start a claim and was told yes it will be covered and I will get my money back. Now at this point, I knew the cruise would be cancelled but would have rather gotten my deposit back as opposed to shifting my deposit money to a different cruise. So I cancelled the cruise and filed a claim. Arch denied my claim and ignored the fact that I had an email stating that it was covered. Had I known it would not have been covered I would have shifted my deposit to a different cruise instead of cancelling. Now I'm stuck with absolutely nothing and Arch won't even respond to emails or phone calls. I travel a lot and will never use this company again.

In August , I purchased Arch RoamRight trip insurance for a planned trip to Greece in May. A week ago, the common carrier flying me to Greece cancelled the trip. As Greece is closed indefinitely, no other common carrier is able to fly me to Greece. So, since I cannot get to Greece and cannot use any of the planned hotels, excursions, etc. there is no insurance liability on the part of Arch. I pointed this out when I requested a refund of premium paid for a trip I cannot take due to circumstances beyond my and Arch Insurance's control. Their response was they would not refund the premium but would allow me to keep the insurance in force for up to a year after my planned trip, even though Dr. F of the CDC has predicted that it will take a year to 18 months before a vaccine is available for COVID-19. So it is highly unlikely that I will be able to take my trip within the year that Arch Insurance has promised. If you are reading this, I highly recommend that you shop elsewhere.

I purchased travel insurance from this company for a trip to Kentucky leaving October 23-28. On October 25th, we received a message from the San Diego Medical Examiners office that our Son was dead. He was found on September 20th by the CHP and transported to the medical examimers office. He had no identification on him. The medical examiners office through finger prints located his name. They then located us in Kentucky, calling our call phone to tell us the news. Our tour director Chris, arranged our flight back on Southwest. We arrived the night of October 25. The claims department denied our claim as they said, they only pay when the person dies while we are on the trip. I believe this to be a Unique situation. I have contacted them 2 times, sent all the support information they asked for, explained the circumstances. Their reply it does not meet the criteria that *** died while we were on the trip. Please be careful of this company. We have taken trip insurance on most all of our trips and know there to be wonderful travel insurance companies available. ***, *** and *** have all been very honest companies.

Arch Insurance Company, a "rip off"? We have purchased Arch Travel Insurance through Gate 1 at least 5 times for past trips. We have had to file 2 previous claims, and each time it was an "Act of Congress" to have our claim paid - even for $78.00 ruined suitcase! On our 6th trip with Gate 1 to Thailand, Cambodia and Vietnam (3/920 to 3/25) was interrupted after completing only Thailand and Cambodia. We were not able to continue onto Vietnam as the government was shutting their border to American travelers. Our original return itinerary was for March 25 out of Hanoi, Vietnam which we were not able to use. We were advised to leave Cambodia as soon as possible as their government was also closing its borders. We had to purchase (at our own expense of $1,700.00) return flights to the United States. We filed a claim with Arch Travel Insurance under "Trip Interruption" (enclosing all pertinent documents as well as a letter from our Gate 1 tour manager stating the facts of the trip interruption). After 6 weeks we received an email (after calling for the third time regarding status of the claim) that our claim was DENIED and the case is closed. If you are looking for travel insurance, we suggest that you look for another company. We thought Arch Insurance Company was reliable and purchased their travel policy "in good faith" not knowing at the time of purchase (which was May 15) that we would be ripped off!

Trip cancellation claim DENIED. The country we were to travel to was QUARANTINED... no entry allowed. Our TRIP was CANCELLED due to us, as their insured "Traveler and companion" were not allowed to travel to and enter this country due to the quarantine of this country in Europe... Quarantined by reason of a serious health issue, a disease epidemic. Their policy language indicates that quarantine is covered, but with not much further explanation of exemptions. Under the Section OTHER COVERED EVENTS ( a.) YOU OR YOUR TRAVELLING COMPANION BEING QUARANTINED. it clearly implies in my opinion that quarantine is a covered event and they even sent me the section that says this in their email . They denied this Saying "the quarantine that was placed on country of ***. which caused the cancellation of your trip, unfortunately, is not a covered event under the policy, therefore, we are unable to honor your claim." NO FURTHER EXPLANATION WAS OFFERED. ..

Filed a claim for my policy #*** back on June 26, 2022 and the claim has still not been processed. I have gotten several automated emails from *** stating that I will be contacted within the next 30 days with an update on my claim, but to date that has not happened. The only human communications I have received was on August 25th which asked me to send over a notarized copy of a document that had already been submitted without notarization. The notarized copy was provided on August 26th and a response email was sent to make sure they were aware that it had been uploaded to the portal. Since August 26th, I have sent at least 5 emails to *** with a CC to customer service and gotten zero response back. I realize it is crazy times and claim volume may be high, but it is pretty sad that a company is unable to live up to a 30 day commitment to provide an email update or even respond and is also unable to process claims in a timely manner.

I had insurance through Arch for a cruise I was supposed to go on in April. I was advised by my doctor not to travel due to Covid. I had the option of shifting my deposit to a later date or cancelling and going through insurance. I decided to check with Arch first to be sure that my claim would be approved for that reason before cancelling the trip. I got an email stating that yes my claim would be approved for that reason so I proceeded to cancel my cruise and file the claim. Then my claim got denied after I was told it would be approved. Now I am left with nothing. I paid $136 for insurance for a trip I cannot go on as well as a $500 deposit. Now I am stuck with nothing. Had I known my claim would be denied I would have shifted my deposit to a future cruise and not lost it. After I was denied I tried to appeal the denial, I even have proof in the email where they promised me I'd be covered and they refused to respond. I also made numerous phone calls and kept being told someone would call me back but they never did.

I purchased travel insurance with Arch Insurance. I filed a claim for approximately $1K of cancellation fees and lost credit and provided extensive documentation. Arch also was able to contact the travel agency to obtain additional information to process this request. This was a painful 7 week process and it appears to be a waiting, scam game. The claim is initially looked at and then it goes back into limbo; subsequently more information is requested and then received and then game goes on. When I finally contacted them today, they followed up to deny the claim stating it was the airline's responsibility to reimburse me. This insurance company's practices are unfair and very deceptive. Ethics and integrity are not in their vocabulary. I have been scammed and I am seeking my travel insurance claim. I trusted this company by spending $440 to purchase a policy to provide me with travel piece of mind. I want to warn other consumers about their game playing, I have spent hours chasing down documentation for their claim only to be denied.

In January , we purchased a National Parks tour for September 13 from *** and put a deposit down of $400 through ***. Since I have am stage 4 cancer, we bought trip insurance totaling $635 on January 18. from Arch Insurance (who insures all cruises and land trips). On June 29, I received an email from *** saying our trip was cancelled because of Covid 19, which I sent to Arch via email. When I contacted Arch insurance, they would only give me back a partial refund of $495. Their explanation was that *** started canceling trips on 3/13 and we had 14 days to claim a refund. I explained to them that I didn't get an email until June, didn't want the voucher because I didn't know what my future prognosis would be. I even said I would send them a letter from the Dr. in case they didn't believe me. They have had my money since January and I am on S.S. and can't afford to lose money. I feel they ripped me off. I even spoke with the Supervisor there and they wouldn't budge. I also put in a insurance fraud claim because they shouldn't keep any of my money.

I purchased a travel policy for Arch Insurance Inc for travel to Italy, Greece and Israel in 10. Due to the Covid-19 and travel uncertainties, canceled our trip. I called Arch Insurance and requested a refund on my insurance policy and was told I would get a 2 year voucher but no refund. I am 72 years old and in a high risk group, the risks are still there and until things improve I wouldn't consider travel again and would like my money back. This is a substantial amount of $1,382.08. This isn't the normal operating procedure as I had another trip cancelled due to Covid-19 and everything was refunded, promptly by all parties, trip cost, airfare, booked events and including the trip insurance which wasn't Arch. I didn't even have to contact them they contacted me and voluntarily refunded the money. No one could have for seen the Covid-19 virus coming and circumstances, consideration and exceptions should be the companies rule. It's not a good public policy to not honor a refund when customers, through no fault of their own can't travel. There was no expense to Arch other then to issue a policy.

We purchased travel insurance from this company for a trip to Ireland and Scotland; scheduled for May . As everyone is aware, COVID-19 effectively shut down all travel. This company has refused reimbursement of our travel expenses, even though the insurance was purchased. Their reasoning for refusal was based on the travelers must be quarantined or isolated. In their own documentation: A Traveler must actually be quarantined or isolated, subject to a valid quarantine and/or resulting isolation order issued by governmental body or health department or medical professional. Individuals simply practicing social distancing or confined to their homes, such as those pursuant to the issuance of a shelter-in place or stay at home order, are not subject to a quarantine. With the governments of Ireland and the United States stopping all travel between nations (quarantine/isolation), I fail to see the logic of how this claim is denied. To that end, I would also be curious if they received any of the PPP or bail-out money supplied by the government, and yet still refrain from performing the service they accepted money to perform.

On 20 Apr 2022 we purchased a cruise from ***. At the same time, we purchased a trip cancellation policy from Arch Insurance Solutions, Inc. In July, 2022 it was necessary to cancel our cruise due to extreme health problems of ***, my wife. We dutifully filed a fully supported claim with *** and Arch. Both were accepted. After several calls to Arch, I was told on or about Sep 12th by email that a separate check would be issued for $2,399.50 each. We next received an email from *** Bank that we would be issued the checks, but first we had to join a *** program. The form presented would not accept any input. I called Arch and was told it was a *** problem so call them. I did, but the lady that answered said that she could not fix the problem but without the form *** could not issue a check until t Oct 10th. I feel that this is a most unethical way to get a 28- day float on Arch's money. In my 91 years plus, I have issued and received many checks, and all they required was an endorsement. I think that this a very cheap way for Arch to treat a customer that has already waited over two months for what they were legitimately due. Thank you

We placed a deposit of $1670 on a trip to Portugal through *** in May . We submitted the balance of the payment in January . We purchased travel insurance for this trip. In fact we are still paying *** for the balance. We cancelled the trip in late February because of my health(most of my problems are the result of exposure to Agent Orange in Vietnam). We submitted the proper paperwork to file a claim to Arch Insurance. We were denied by Arch Insurance because my doctor stated we should not travel due to underlying health issues-all 20 pages of documentation and Covid 19. (my cousin who also booked this trip with us- submitted a similar claim, she claimed a neck problem--she received her payment for the claim in May.) We certainly did not think or believe that with all of my health issues, we would be denied. We have never submitted a claim to any travel insurance company and this is the first time we have ever used one. It certainly will be the last. There isnt a clause in the policy that states Covid is not covered. Yet we were denied, because the doctor stated Covid on his statement. Should we have lied as my cousin did? No, we chose to be truthful and because of this, we did not receive a refund. We have submitted a complaint to the Massachusetts Attorney General who also forwarded the info to the Board of Insurers.

I booked a trip through a travel provider and was required to purchase travel insurance as well. I was given the amount of travel insurance required and the premium amount to be paid in order to have sufficient coverage, but no way to view the coverage details. Once it was purchased, only then was I provided with a short form and a PDF of the description of coverage. The second time my trip was canceled by the tour company, I asked Arch what my options were. I was informed that the cancelation was not covered unless it was due to bankruptcy or default on behalf of the tour provider. I mentioned that default means to not follow through with service, which is exactly what has happened. The tour provider is sending folks out internationally; what's wrong with domestic travel to New Orleans? I did my own research and found absolutely no travel restrictions. I was also told by Arch I could file a claim. When I asked what I would need to do so, suddenly I was told I was not eligible for a claim, that I would have to take the matter up with *** (who will tell me to take my concerns to ***). This so called "travel insurance" is nothing more than death insurance. It doesn't protect the person buying it at all, unless they die. It's designed to cover the companies and ONLY the companies. If they aren't willing to honor their own policy, they should refund all premiums paid.

I purchased travel insurance for a 21st birthday celebration for my son *** on August 28. We were to fly from Seattle to Ft Walton Beach Florida on ***. We booked a condo and purchased trip insurance for the condo through *** c/o Arch Insurance Company. On August 5th my son was diagnosed with Covid-19 and we were hoping he would be well in time for our trip. However he was still showing symptoms and tested positive a second time on August 17th. *** required an attestation under penalty of perjury upon checking in for your flight, that you had not tested positive or been exposed to anyone who tested positive with 14 days of travel. Since *** had tested positive and I'd been exposed neither of us could fly to Florida and we had to cancel our trip. I filed for a refund of the $1209.60 we paid and was first told that they could not refund until I completed an Attending Physician's Statement. However, *** was not treated by a physician and I advised them that I could not complete their form and appealed the denial of our claim. I was then told that (1) Covid was a foreseeable event and (2) our flight was scheduled on the 28th and *** could have flown under the CDC guidelines of quarantining for 10 days. I believe that both reasons for denial in this case are inaccurate and am therefore filing a complaint and asking for a full refund of the money I spent . I purchased travel insurance because of COVID-19. I specifically asked and was told it would be covered and it was recommended that I purchase the trip insurance.

I purchased insurance for my vacation for March 22 to March 25 for a cabin rental. Due to Covid19 and having 3 young children and one having a cold with coughing and running nose, we had no choice but to cancel the trip. The state of Ohio ordered a stay at home order on Sunday March 22 the day we were to leave for our vacation. We did not want to cancel the trip however, due to my youngest daugher who is 5 was coughing and not feeling the best and our state ordering the stay at home mandate, we could not justify taking our vacation. I purchased the insurance when I booked the cabin in October. How could I predict and COVID19 would happen? The insurance company's phone message states the COVID19 is not a valid reason to cancel a vacation. I disagree when a state in which I live in is issuing a stay at home order to prevent the spread of COVID19. I filed a claim *** and was denied under the code 60 Fear of Travel. This is a deadly virus and they are denying my claim. Covid19 was not an issue when I booked my trip in October and now they are denying my payment because now it is in their policy? The virus is deadly and I am protecting my family and others by not exposing my family and coming in contact with others. I am also following my state mandate! I just want them to make this right. I do not have money to throw away and I worked hard to save for this trip only to be told I can't take my kids on vacation and having this virus ruin it for them. It is unjust and for them to deny me my money back when the country is mostly urged to stay home, its not right.

August 5 I paid in full for travel insurance thru the travel Agency, ***, in the amount of $195.84 for ARCH travel insurance, to cover the tour I booked to go to Spain in March . I paid for insurance coverage of the trip and I received a confirmation of Benefits: included: Benefit Name: Trip Cancellation and Benefit Limit: $2,251. When the Corona Virus broke out The tour was cancelled. 1. March 12, 202 I put in a claim to ARCH Insurance for the cost of the tour. I received an email on May 1 that it was in "the decision process" and a letter stating that 'According to the *** cancellation invoice received from ***, you received a refund for the full cost of the tour. Therefore you are not at a loss and your claim is not payable'. In the meantime Globus refunded us the amount of the tour. Today I received an email from ARCH stating 'Please note, the insurance premium is non-refundable'. . 2. I cancelled my flights with *** and got a full refund. 3. I cancelled my flights on *** and received a full refund. 4. I cancelled excursions booked while on our trip and received a full refund. 5. I cancelled extra hotels I booked and received a full refund. Arch did not pay the claim for Trip Cancellation of $2,251. and refused to refund the $195.84 I paid for the insurance. I do not understand, they did not process any of the refund, they did not even acknowledge that my policy covered of Trip Cancellation. How do they get away without refunding the money I paid for insurance coverage that they never covered? Every other company involved with this tour refunded me my full amount. I do not feel this is fair that they can walk away without processing the claim that has Trip Cancellation, and refusing to reimburse me the $195,84 for the coverage I paid for. Please advise.

Not compensated for pre-payments for renting a vacation house on Hatteras Island, NC. The intended occupancy of this rental was for 13-20 June . My first cancellation notice was on 25 March , to ***, the rental agent. *** had collected a travel insurance premium from me for *** Travel Insurance, which is underwritten by Arch Insurance Company. The root cause of my first rental cancellation was travel restrictions related to the unforeseen COVID-19 pandemic. Other travel restrictions named in our first cancellation notice included knowledge that the U.S. Navy member of our family rental party would be restricted from travel (re, COVID-19) . My wife and i are in our 80s, with underlying medical conditions, and we determined that a round trip from our Texas home to North Carolina, was far too risky to our health, as the deadly spread of COVID-19 became more known in March . On 01 April , I submitted my trip cancellation claim to *** Travel Insurance. On 04 May , *** denied my claim, citing that "fear of travel" was not covered in the policy (I find no such topic in the policy). In effect, a traveler would need to be hospitalized to be covered under medical reasons in the policy. Also, on 17 march , the Dare County (NC) Board of Commissioners restricted travel to Hatteras Island (since rescinded, but in-force when decision was made to cancel the rental). Further, on 20-21 March , the U.S. Navy issued restrictions for personal leave which affected one of our family rental party, and thus, he did not file for personal leave to be with our seven rental party. On 26 Aug. 2020, Arch offered to re-evaluate my claim if a statement was submitted from a U.S. military official that our U.S.Navy member's leave for this trip was authorized, then revoked (re, travel restrictions). My position is that since such leave application was never made, it could not be revoked (no response from Arch). I have many documents.