My family and I used them for an all inclusive trip- they took a lot of money from us and then their was no follow up on the trip or with cancelled flights and re booking. Great difficulty getting them to do anything to help us when stranded in another country.
Ended up missing flights (we had to book ourselves) did not get home until 2 days later then expected, had lost luggage. Bought flight and travel insurance per their recommendation and when we submitted it- were nickel and dimed with every item- took weeks without their help ( had to work with their insurance provider out of state, New Horizon
said not their problem) Finally got paid about 1/3 of the costs submitted for the hardship, delays, cancelled flights, overnight hotel costs, and meals etc with a "take it or leave it" attitude.
New Horizon Travel who uses/recommended this travel insurance provider did not lift a finger to help with documentation, paperwork, etc-

Deb Deleon agent was indifferent & clueless throughout