One of our travelers suffered a major illness while traveling overseas and was hospitalized. Trip Mate did a good job securing us new flights home. However, they have not taken care of the additional hotel and travel costs that we incurred due to our situation. I have left many, many messages and no one will call back. When I do reach someone on the phone, they do not have any update on the status. My feeling is that Trip Mate is making this so difficult in the hopes that we will just go away. I would never buy insurance that is serviced through Trip Mate again.