Trying to settle a claim with Trawick is one of the most disappointing experiences I have had in my 74 years on this planet.
I am convinced that Trawick operates in bad faith and without an ethical compass. I will never consider doing business with them again, and I urge you to find an alternative provider for your travel insurance needs.
Their CEO, Daryl Trawick, provides a video on the company’s Web site. In it, he talks about how Trawick is dedicated to instilling in the organization an attitude of putting the customer first. My experience is that customers are treated as merely suckers. We pay for insurance in good faith and receive obfuscation and denials in return.
After purchasing travel insurance through Trawick several months prior to my trip, I filed a modest claim for $300. My local airport was closed due to a hurricane, and I was unable to fly home from a European trip. Instead of taking the typical and conventional offer of being put on the next flight to my airport (which opened three days later), I managed to fly to a different airport on the other side of the state, then I rented a car to get home in the middle of the night. By not waiting for the next flight to my home airport, I saved Trawick at least $1,000; however, they would not reimburse me for the car rental because I was not delayed at least 12 hours before getting home.
It took over six months and ten calls to obtain the initial denial. During those six months, Trawick/Surego assured me 3-4 times that they had escalated the matter to supervisors. In retrospect, those promises of escalations were merely bad faith palliatives to get me off the phone. As so many others on this thread have stated, waiting six months for a determination is simply unacceptable.
I appealed the denial, only to receive a second denial that was merely a verbatim rendering of the first. Instead of addressing my concerns, the denial simply read…..”but, but, but…12 hours”.
I then wrote to CEO Daryl Trawick, asking for his personal attention. A few weeks later, I received a third verbatim denial letter. Once again, “but, but, but…12 hours.”
In sum, I found no customer service, no attitude of putting the customer first, no attempt at timely responses to a claim (six months? Really?), and no desire to address the fact that I had saved Trawick $1,000 by my actions. If there is even a sliver of contractual language that enables Trawick to deny a claim, rest assured they will find it. Common sense and fairness do not apply.
Recommendation: Find a different company for your travel insurance needs