In recent days, Travel Guard Group, Inc. USA (Travel Guard) has seen call volumes increase up to 300%. Because of our commitment to customer service, we have shifted a variety of cross- trained employees from other areas of our company to assist callers in our 24/7 Service Center. Hold times were kept to a minimum this way, as we knew that travelers and travel agents needed timely service throughout this unprecedented event.
VOLCANIC ASH TRIP CANCELLATION TRAVEL FAQ
Question: I am scheduled for future travel and purchased my insurance policy prior to this volcanic event. If this volcano subsides and then erupts again, causing my future travel plans to be disrupted, will this be considered unforeseen and could coverage apply?
Answer: Under most of our US products, you would be covered based on your purchase date being prior to April 14, 2010, subject to policy terms and conditions.
Question: I am scheduled to travel this summer and have not yet purchased a policy. If I purchase a policy today and a future eruption of the Iceland volcano occurs would I be covered?
Answer: If the current Iceland Volcano situation subsides and commercial airlines resume normal schedules prior to your trip, any new eruption would be considered a new event under our US policies. Coverage would be administered according to the product purchased (based on limits and exclusions).
Question: I have insurance and am scheduled to fly out later this week. What should I do if my flight is cancelled?
Answer: The first call you should make is to your air carrier as all airlines have made rebooking passengers impacted by this event a priority.
Question: What is the coverage cut-off date for the current Iceland volcano event?
Answer: Eligible US plans would need to have been purchased before April 14, 2010.
Question: My customers are stranded away from home. What can you do to help them?
Answer: Our 24/7 assistance centers stand ready to help you and your customers. Our services include flight rebooking, hotel rebooking, cash wire transfer, translation services, message relay and more. Our worldwide reach has also helped our insureds avoid spending nights in airports, as we have helped get them accommodated in hotels during their delays.