Arch Insurance Canada Ltd. - Toronto, Ontario

Brenna Prouse

Truthfully, I have never had a worse experience with a company, period. In the year (next month will be the one year anniversary!) I have dealt with Arch Canada and Explorica for the refund process of my trip to Greece I have had nothing but problems. Initially, at time of cancellation myself and other students as well as staff and parents were told refunds would take 6-8 weeks. As one may note, it has now been almost 52 weeks and i have not received my refund, but have been told there is a low chance i will get one despite my informed purchase of travel insurance for any unforeseen circumstance SUCH AS THIS. I have fulfilled the several requests of the company for more information and documents they apparently could not get, (yet i could get as a 17 year old!). I do understand a lengthier process due to the pandemic, however it has now been almost a year and nothing has happened. Additionally, i have called and followed up with both companies on multiple occasions to no avail. To follow this, i have been quoted different wait times by people i spoke with obviously none of which have been correct. At this point, i can not continue waiting for over four thousand dollars to be refunded to me. i am quite surprised no one has taken legal action. As a student now in university who paid for this trip themselves, four thousand dollars is a lifeline of my own money that i can not have.
This company and its ethics are clearly out of alignment, and i hope to never deal with them or any affiliates again except when i am contacted for my refund. Do not do business with them if you would like any peace of mind at all every.

Brenda Benson

We purchased cancellation insurance from this company for our daughter's trip to Paris. The travel company that we purchased the trip through stated that there is "no refund" if we cancel within 30 days of our trip so it made complete sense to purchase cancellation insurance. Arch Insurance is now pulling every stunt possible to not pay out the claims. It has been 7 months. Do not purchase insurance from this company.

Marie-Eve Comtois

DO NOT buy insurance from this company. Our students bought insurance from Arch Canada last year for our Europe trip. We required all students to take an insurance policy which covered health care in the event of illness but also trip cancellation. When our school board canceled the trip due to COVID-19, the travel agency told us that the refund would be made since we had a valid reason for canceling the trip.

The insurance company acknowledged receipt of our refund request and told us that the refund would take 6-8 weeks. Subsequently, we received another email indicating that the time frame would be 8-10 weeks due to the high number or refund requests caused by COVID. It has now been almost 6 months and the students still have not been reimbursed! When I contact the insurance company they tell us they need more information from the Explorica travel agency. Explorica on their part, indicates that they have provided all the information necessary for the reimbursement.

Neither Explorica nor the insurance company agree to reimburse the students. According to the insurance policy, the trip should be 100% reimbursed, which amounts to between $ 3,100 and $ 3,400 depending on when the student signed up. This therefore represents a total sum of at least $ 65,000 for our students.

Jennifer Whorley

Arch was one of the insurers for my son's school trip with Explorica. 4 days before wheels up the schoolboard cancelled the trip as the world was going into lock down for COVID. We were assured that within weeks we would have our money back.
Weeks turned into a year and 4 months. Lawyers and media had to be involved and they fought tooth and nail not to pay out to students and families straight across the country.
We have now finally received our refund but the stall tactics and avoidance they went through so as to not help the people who purchased there insurance was shameful. I would never use this company to insure anything. Ever. Shameful and hateful experience.

Michelle Taylor

Paid for travel protection for a trip for my son for school. Due to Covid, school board cancelled the trip. Travel company provided all information required to complete the claim. Then forwarded to TripMate which then in turn forwarded it to Arch Insurance Canada, when then consistently pulled delayed tactics to pay out eligible claims. 38 weeks and 4 days still waiting.

Kathryn B

DO NOT trust this company. We purchased "cancel for any reason" travel insurance from Arch Canada for my son's school trip to Europe in March. The trip was cancelled more than 2 weeks prior by the school board due to COVID-19. Arch insurance keeps stalling and is now asking for information from Explorica (the travel agent) that they have never requested or required for any previous claims. Arch is doing everything possible to avoid paying the compensation they owe (average $4000) to teenagers - many of whom worked long hours to pay for their "trip of a lifetime". Arch and another Canadian firm ORIC owe more than $25 million to individual families in Canada from these trips. They seem to be sharing tactics and information on how not to pay families what they are owed. Totally unethical practices that have been reported to the regulatory bodies.

Leigh-Anne Mondesire

Purchased a trip for my son through Explorica with “cancel any time” insurance from Arch. 6 months later, Arch has yet to refund any of the money owed to me. Trip was cancelled well in advance (2 months prior) due to Covid and there are hundreds of families waiting for their money. Arch has done nothing but give excuses.

Joe W

Paid for this company to insure my child's trip to Europe. Trip called off . Been over 8 months no refund.

Canned responses and run around.

Please do research online for Explorica travel agency and Arch insurance trip coverage.

If you are thinking of using arch for home car or life insurance they will gladly take your money but God only knows if they will ever pay out for a claim.

They havnt for me and about 1000 other folks in the same situation