We had a medical emergency a few days into our trip. I found CSA initially not responsive until our second trip to the emergency room in two days. Response was still slow although at least I received phone calls regarding our situation. I made my own travel arrangements home when it became clear due to my husband's condition we could not continue on our trip. I did receive a call from a CSA representative on the morning of our departure that my husband had been approved for an upgrade to first class due to his severe back pain. The seat unfortunately was on a different flight and if I wished to accompany him I would have to pay $3000 for a ticket.
I have filed a claim due to trip interruption which was received by CSA on October 8. I am still waiting for their response. This slow action on their part was typical of the level of service provided. I think I was misled to believe that CSA would provide assistance which I do not feel they did not do in a timely manner. The term "a day late and a dollar short" is a good description of the level of service I received. Very disappointed in this provider. Very unhappy to have to be separated from my husband on our return flight in light of his condition. He is currently awaiting surgery next week so this was not just a small problem that would have resolved in a few days and allowed us to continue our trip. I certainly would not recommend CSA to anyone.
Advertising clearly suggested coverage for trip interruption My trip was interrupted because Bali shut down the airport because Obama and Putin were scheduled to depart and cancelled all flights during that period. I was forced to buy tickets on another airline for a higher cost or totally disrupt the rest of my trip. i'm told I am not covered by CSA
We were concerned that we might have to cancel this trip due to recovery time from a knee surgery. It was suggested to us, by the Squaremouth representative, that we purchase CSA travel insurance, as it would best accomodate our situation. We always buy travel insurance, but this was the first time for CSA. As it turned out, the surgery recovery was not a problem, but another issue arose.
Our flight to Europe was cancelled due to mechanical problems. We were re-booked and arrived a day late. As a result, we missed a concert for which we had purchased non-refundable tickets. While waiting for our re-booked flight, I called the CSA "hotline". I was told what documentation I would need to provide, and the claim forms were e-mailed to my home computer.
I provided the required documentation, mailed it to CSA, and received an e-mail within a few days saying that the claim was being "investigated". A couple of weeks later, I received a check for the full amount of the claim.
CSA did not cover my air fare for Europe River Cruise that did not happen due to flooding of rivers in Europe. This is very misleading. CSA says post departure cancellation of river cruise does not qualify for refund of air fare. Our river cruise was refunded 100% by Uniworld Cruise. CSA only refunded $480 of a total claim of $3500.
We recieved and email confirmation from Squaremouth that our payment for the insurance was processed shortly after we purchased the product. We never recieved a copy of the policy from the insurance provider. We contacted Squaremouth via telephone at their customer service number before our trip since their payment confirmation email indicated we may not be covered unless we had recieved a policy from the provider. Squaremouth could not help us in obtaining a copy of the policy. They only directed us to contact the provider. We were unsuccessful in getting a policy from their provider. We determined that whether or not we had a policy copy in hand before our trip we had the email confirmation that we had paid Squaremouth and therefore were due the services if we needed them. We recommend Squaremouth set up a system that ensures the insured recieves a copy of the policy if it is truly a condition of coverage. Otherwise it just looks like Squaremouth "just takes your money and runs" and has no other responsibilities. Luckly we did not have problems that would have resulted in a claim.
When we arrived at our destination we were told the river cruise was instead going to be by bus because of the swollen rivers. I called CSA regarding some kind of a refund but they said unless the cruise was cancelled, there was no refund of any kind.
I filed a claim for $65. It took the insurance company 5 weeks to find a reason to deny the claim. While they were processing the claim they provided updates only when I prompted them with an email. Their denial of claim letter provided no information on appealing their decision. I am just thankful that this was a small claim. Avoid this company like the plague. I can only imagine the nightmare they would be to deal with for a large claim.
The airplane company changed the flight by 24 hours and the insurance company said they would not make any payment to my re-booking fees or extra hotel night! What's the point of travel insurance but to cover those unexpected complications beyond my control?
This was for our honeymoon which we had to cancel. We had to call several times, wait on hold, fill out a form, fax it in, wait on hold some more, wait for a mail response, wait for an email response, get more information from the Doctor, fax in two doctor's forms. Then--ultimately--they said it was a pre-existing condition which is was not. Total Baloney. They didn't respond to the disputes and told us we could take it up with the state insurance board. One only has so much time. These guys delayed, asked endless questions and made us waste as much time as possible to get out of paying our claim.
I guess I didn't read the policy closely enough. I would have chosen something else if I had. If I had needed to see a doctor, (which was touch and go for a while) I would have been told by CSA which doctor I could go to. I would have wanted to choose one that would be easy for me to get to, and that had English spoken in the office. Instead, they give you one or possibly 2 options within what they consider a close range, not within what I knew to be easy enough to get to.
$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
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