APRIL travel Protection's support/service was less than negative four stars. I broke my leg in Italy four days before I flew home from Rome to LAX. I was unable to walk and had two pieces of luggage. There were multiple exchanges with Customer Service notably Johanna but in the time before my flight absolutely nothing was arranged by her, in fact trying to communicate with her added stress and exhaustion to the last four days of my trip. I have never been so disappointed in travel Insurance company as I was with April.
I told her that I was in remote areas of Italy and it would be difficult to reach me by phone or email but the only type of message she left was her name and her phone number asking me to call. There was never any answer. Ultimately I had no recourse but to ask the tour company I was with to help me despite the fact that I had bought the policy from April. Luckily the tour company decided to be gracious and do the job that April should have done. I will never ever use April Travel Protection. II will certainly publicize their incompetence on every social media website.
.April accomplished nothing for me except making the experience much more stressful than it needed to be. They should be ashamed to promote themselves as travel protection insurance.
I have filed a claim with April after being delayed 26 hours on my trip. They claim that they will only cover me for 1 day because the second day doesn't start until 30 hours after a delay. I have appealed the judgement, only to be denied a second time. I have also called squaremouth to file a complaint against them.
I sent my claim to the provider in early January and I have followed up multiple times, yet still no update or resolution. I am not happy with how long the claim process is taking.
Not sure why this provider takes to long to process claims or why the claim process is so old fashioned. You can email a PDF but you still have to call the provider, request a claim form (can't find it anywhere on the website), print and fill it out, and then scan and email it. Why can't the form be submitted electronically through an online account?
I called the Emergency Assistance line several times during my 'problem time.' I had to call them collect as they somehow couldn't call my international cellphone number (but others reached me). They weren't much help during my 'problem time' in Rome Italy. I went to hospital in Rome. Staff recommended I remain for additional treatment for congestive heart failure. I cut short my trips, and returned home for treatment by my regular physicians. I filed claim - providing all paperwork required. April denied claim because I 'left the hospital against medical advice.' April is considering my appeal. NO I would not recommend this policy. Their first claim response is denial.
As the tour we were going to take was cancelled, I asked if we could cxl our policy. They said it would have to go to the proper dept. but we didn't hear anything until some time later when I noticed a refund had been made to my credit card. We appreciated this.
More than 7 calls requesting medical . assistance. Never had a single call back. Asked repeatedly what a reasonable time for a call back... told an hour. They kept saying it was a holiday weekend - I could have gone to an urgent care, but they said they had to use a doc in their network which would come to my hotel. (I ended up paying for another hotel night, simply so their doctor could access me - but it never happened)
Ended up canceling remainder of trip and driving home (35 hours) to see my own physician.
I made a claim with April insurance upon entering the emergency room, 7,500 miles from home. I was assigned a case worker who seemed to be no more than a receptionist. For one month no action was taken. My case was then taken away from the first agent and escalated to a more senior agent who show no interest in my medical condition, but focused instead ob the purchase date of my insurance and the initial deposit date of my trip. She was clearly searching for any loophole to deny my claim. so it was no surprise that two weeks later, six weeks after making my claim, it was denied as preexisting. I now must hire an attorney as my doctors are all happy to testify that my particular condition was a medical emergency and can never be preexisting.
This should be zero star, not one. Appalling. Absolutely the worst insurance policy service I have ever experienced in 50 years. The front end people were fine, but as soon as the claim was sent back to head office, they showed themselves to be incompetent, uncaring, and uninformed. I would never ever use these people again or recommend them to others. They left me open-mouthed with their inability to deal with simple, basic insurance issues and most of all with their complete and utter lack of communication.
Quick response from customer representative and medical bill have all been reimbursed within 30 days. Will definitely use APRIL again.
April representatives were very helpful and understanding. Our claim
was reviewed and a determination was made very quickly....No
hassle at all.
I would recommend April Travel Protection to other travelers.
If we travel in the future, I definitely would buy the April Travel
Multi-Award Winning Customer Service
Squaremouth’s out-of-the-box approach to customer service was recognized internationally in 2017, earning a Gold Stevie Award for Customer Service Department of the Year. This was Squaremouth’s first international Stevie and fourth customer service award overall.Read more
Customer Service is Everybody’s Job
“Customer service is not a department, and Squaremouth knows it. Every employee spends time on the phone with customers.” New York Times and Wall Street Journal best-selling author, Shep Hyken, explains four core components of Squaremouth’s exceptional customer service.Read more
$1,000 tips shine a light on service
Squaremouth, a company that puts a focus on how to treat customers, rewards 20 who do the same.
BY KATHERINE SNOW SMITH
Times Staff Writer
One of America’s Best Workplaces
Squaremouth is consistently recognized, both locally and nationally, as one of the best places to work. Fortune Magazine named Squaremouth one of America’s Best Small Workplaces and the No. 2 Best Workplace for Women in the nation.Read more