Travel Insurance Provider: MH Ross
Plan Name: Advantage Asset
Customer: Ken from UT
Case Open Date: December 7, 2011
Amount Received: $564.28
Ken from UT purchased a MH Ross Advantage Asset travel insurance policy for $1559.00. He cancelled a portion of his trip due to his traveling companion’s injury before the departure date.
MH Ross originally denied the claim because it said that Ken filed the incorrect claim form.
The traveler initiated Squaremouth’s Zero Complaint Guarantee after the denial.
Squaremouth advised Ken to complete the correct claim form. Once the new paperwork was received, MH Ross denied the claim a second time because it stated that trip cancellation does not cover a change in itinerary.
Squaremouth was not satisfied with this explanation based on the definition of trip cancellation in the policy certificate and asked MH Ross to review this denial.
MH Ross paid the full amount of the claim, $564.28.
Squaremouth’s Zero Complaint Team closed this case to the customer’s satisfaction.