Kathy McGhee sent a message to Peter Hancock that said:
Hello Mr. Duperreault,
I'm sorry to contact you, but I'm extremely discouraged at the service levels I'm currently receiving from AIG Travel Insurance.
I realize we are in unprecedented times and allowed for that in my claim follow up.
My claim was submitted on or about March 14, 2020. I followed up by checking the website where the expectation of 7 - 10 business days continues to be set even today.
So today I decided to request a supervisor and hold. My phone is currently showing a hold time of 6 hours and 13 minutes. Yes...hours.
My claim is simple. It is small. And it should not require much in the way of underwriting. I purchased through Expedia...for whom you are a vendor. While I understand the process would be longer today due to COVID, I do believe a wait time to 2 months should be sufficient.
Before being transferred to this permanent hold, the initial representative told me the reason for the delay was that you were waiting on PENALTY information from Expedia. I find that difficult to understand in that I gave you all of the cancelation paperwork, lost my entire hotel fee, and got a credit for my flight without rebooking fees. What more is there to know. How can I be assessed any penalty beyond 100% of the hotel fee?
This insurance was title cancel for ANY REASON insurance. Seems a little misleading to me.
I look forward to your response.
