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Re: Travel Insurance

I have always appreciated REI and trusted their advice and products.  But their travel insurance partner, Trip Mate, Inc., is not a company I will ever use again.  I advise anyone to make sure and understand what you are signing up for if using this company.  Our June 2020 Peru trek was cancelled due to Covid travel restrictions and after five months of runaround, requesting the same information 3 times, the company denied our claim for cancelled flight costs.  They said we were only covered due to the reasons under the Missed Connection Benefit.  They then stated: "the covered reasons for Missed Connection: a. any delay of the Common Carrier, b. documented weather condition preventing you from getting to the point of departure, c. QUARANTINE, hijacking, strike, natural disaster, etc.  How are our flights not covered?

4 Replies


We are sorry to hear that your trip was cancelled. As we stated in your other post, Canceled REI Adventures trip, there are different levels of travel insurance available from Trip Mate/TripAssure as well as other travel insurers. Those options include, but are not limited to, 'Trip Cancellation' and 'Cancel for Any Reason', which carry different levels reasons for coverage if the trip is cancelled. Again, we are sorry that your trip was cancelled and we have provided your feedback to the REI Adventure Travel team.

At REI, we believe time outside is fundamental to a life well lived.

This company has a 1 rating with the Better Business Bureau and Google. I wonder if they actually pay any claims. How can REI recommend such a disreputable company?  Our mistake was trusting REI’s recommendation. 


How come your airline wouldn’t refund or let you reschedule to next year?

AA has amazingly let me reschedule/cancel/refund at least 3 times this summer, once to Canada after Jasper NP canceled our permits, and again to Turks and Caicos (no penalty future reschedule to some date next year)

REI Member Since 1979

Airline was LATAM. They would allow us to use our tickets within a year but they have very limited destinations. Nothing we were able to do.