Travel Insurance Provider: MH Ross
Plan Name: Advantage Asset
Premium: $1559.00
Customer: Ken from UT
Case Open Date: December 7, 2011
Amount Received: $564.28
Original Claim:
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.
Complaint:
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.
Steps Taken:
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.
Outcome:
MH Ross paid the full amount of the claim, $564.28.
Squaremouth’s Zero Complaint Team closed this case to the customer’s satisfaction.