I purchased a travel policy that had no exclusions through Squaremouth. I believe the company was Global Alert Administrators with Arch Insurance as the underwriter. Unfortunately, shortly before the trip, one travel partner lost her son in a tragic accident. The entire trip was cancelled due to this death. The claim was handled by TRIP MATE this was a horrible, horrible experience. In May of 2013 we submitted ALL the information trip mate required. EVERYTHING was sent to them including death certificate, newspaper articles, flight, hotel,car rental information. Six months later we still did not get any reimbursement. We received the same request over and over and over from tripmate for the exact information they already had. Placed numerous phone calls asking for updates only to be told there was a procedure. After I finally stated I was contacting the better business bureau abut all parties..we received a check. Will never do business witrh this company again.
My claim #5277079 was "handled" by Trip Mate, Inc. They denied the major portion of my claim, which was for travel delay/interruption. A British Airways flight was delayed, causing me to miss my connection to South African Airways Johannesburg to Washington D.C. (Business Class). They denied the claim saying it was for "unused airfare"! It was unused because of travel delay. They told me to go try to get it from the airline, which is totally disingenuous. My $800+ premium was paid through Squaremouth and I shouldn't be told to run around trying to collect from someone else!
We purchased a Global Alert Preferred policy for our September, 2013 Transatlantic cruise. During the cruise a small wound in my arm became infected and swollen and I sought treatment from the physician on the ship. I have two artificial joints so this type of infection can be very serious. I missed one prepaid non-refundable tour in the process.
When I returned home I filed a claim first with my medical plan and received some reimbursement for the medical fees. Then on November 3, I sent in my claim for the remaining medical and the tour expenses. The total claim was under $300. I enclosed two claim forms and every conceivable receipt imaginable. Since I had received
nothing but a postcard acknowledgement, I called to check the status on November 25. I spoke to Nancy who said that the claims were taking longer than the promised 5-7 business days. She said she would contact the claims department and call us the next day with the status. We heard nothing so we called again today and we're told that Nancy had tried to call us (nope, we were home all day last
Wednesday and our phone captures information on any missed calls). In any case, she had no update.
It has been almost a month since we filed and service is, shall we say, totally unacceptable. This is our first claim and we are extremely disappointed in the service and waiting not-so-patiently for our check.
I have a chronic illness. This illness requires me to go to doctor regularly. I planned a trip to the caribbean. There was an outbreak of chickymana virus. All the US Health alerts stated that someone who is elderly and had a chronic illness should reconsider. I therefore changed my plans.
I called Global Alert and they said fine and no hurry to file a claim. I filed claim with all info required. I had a Cancel for any reason policy.
GA denied my claim because I did not go to doctor's office before cancelling my trip. I did not need to go to doctors I was not sick. I would have been sick if I went on trip. I did go to doctor after cancelling my trip and my doctor confirmed that I was correct in not going on the trip.
This policy is a joke and I will never buy again. Also, I will tell my friends not to buy.
I fear that I am a victim of harassment and fraud. After a disabling accident in Italy, I called 603-894-4710 and spoke with agents of "On Call International" on several aggravating occasions. My physicians and the hospital secretary also place several unproductive, phonecalls, FAXes, and emails to "oncallinternational.com". In every case, my ability to travel was questioned, and concierge service was denied.
6/16: Date of injury: broken fibula, two cracked lumbar transverse processes, and separated ribs # 8 & 9.
6/17: "On Call International" gives me Case Number 557328 by phone.
6/20: My doctor authorized discharge from the hospital, & completed the survey from On Call, authorizing transportation without escort. Leg in a cast.
6/20: Reports FAXed
6/21: Oncall "Hasn't received the FAX".
6/22: scanned doctor's report & forms sent via "oncallinternational.com".
6/22: "It will take 2 or 3 days to arrange for a non-medical escort."
6/23: "A radiological report and blood oxygen saturation concentration is necessary."
6/23: replies with data sent X 2
6/23: "We cannot authorize travel until pneumothorax is ruled-out."
6/23: "Our medical review board must review the case."
6/26: After 10 days, I made arrangements to return home at my personal expense & left the hospital.
6/28: I reviewed the Global Alert full policy certificate. Shocked to see that "there is no coverage for "Financial Default". I fear that "On Call International" and/or "Global Alert" are fraudulent or are out of business.
6/29: two visits to MD's @ my Kaiser Permanente HMO in San Jose, CA. X-rays, Rx's.
7/1: $864 in personal expenses to date
7/4: No contact with or from Global Alert or On Call to date
I submitted a claim as I had lost my passport (did have cancellation for any reason just in case of emergency for my plan). I understand if it takes time to process the claim, but never heard anything (word of rejection or anything). When later trying to check the status of the claim, my policy number no longer worked which is understandable as after the trip it may have ended. However, the confirmation I got after submitting the claim had no claim number, which is required for checking the status. Calling is very inconvenient as there is always "large number of calls." Overall, there really is no reason to purchase travel insurance if they are going to be like this as I am getting an impression it was just a scam.
My husband suffered a subarachnoid brain bleed the morning we were scheduled to leave for a European River cruise. He was hospitalized in ICU for 11 days. I contacted Global Alert the following AM (they were not available on the Sunday AM of the incident) and started the claim process. I received a listing of all the information that was necessary to process the claim. After his first followup appt of May 20, I secured all the medical discharge information and sent the entire packet in on May 22. A month later (on or around June 19) I called to check on the status of the claim....nothing had been done with it yet! I was told it would be expedited. Within the next month and 4 more phone calls, things finally moved along....verification from the cruise line, airlines etc. When I asked how long these claims usually take I was told 10-14 days, yet there was no explanation as to why our claim took so long. I had provided all the requested documentation , yet the confirmation on their end dragged. We finally received the checks the last week of July, along with an apology for how long it took to process the claim.
Needless to say, I would be happy to deal with Squaremouth again but will not opt for Global Alert insurance coverage.
I was stuck in Pakistan. My husband tried to talk to company but was referred to OnCall. It took 13 days to arrange a stretcher flight home. I had a fractured pelvis which did not require surgery however, this seems excessive to me. They sent a male nurse & I am female. He was nice but useless when faced with a problem. Luckily, I had a friend with me who smoothed the ride home and took charge of checking us in at a hectic airport. I don't think he could have done it. (However, I'm sure Pakistan is different than most places.) It also took longer than they said it would to receive a refund a trip interruption.
I had a change of dates before I traveled and I contacted the insurance carrier four times to get my policy dates changed I was given lip service (saying the dates would be changed and the policy updated to reflect the change) however I never received a changed policy. Insurance companies get a bad reputation because they are always quick to accept money and have no follow up service. Customer service is for when things go wrong not when things go right. I am not even interested in making a claim as I changed the ticket to accommodate the travelling schedule of my travelling partner i am dissatisfied with their service and I will not be purchasing travel insurance from this company again.
very little help provided when volcano erupted and flights cancelled
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