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!
They were awful. They provided negative help. They would not find doctors, or hospitals and only made very unreasonable demands that I get doctor statements. I was injured in a province of the Philippines, and the care was inadequate. I needed to go to Manila to get adequate care. They initially refused to let me do that. I had blue fingers and they insisted that I fly twenty four hours home rather than go to Manila. They insisted that I not do anything without their approval, so I finally told them that I was going to Manila to get adequate care, and they relented. They keep me up all night arguing with them when they should have been helping.
They denied most of my claim and take pleasure in relying on technicalities. I think that their administration of my claim while I was in the Philippines was insurance bad faith, and they have fanned the fire by refusing to honor things that I think they should. When you buy the policy you think it will cover incidental, like your meals and cabs. They then refer to fine print to say, “oh we don’t cover such things.” When they advertise a policy on the web site, they don’t tell you that it will not adequately cover you because of their fine print. Square Mouth should be embarrassed to offer their product. I think that what they do amounts to bait and switch, because they sell you the policy and then say you can cancel, but hey still charge an administrative charge to cancel and it is too late to get a better policy.
very little help provided when volcano erupted and flights cancelled
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.
Have had several Global Alert policies. Easy to contact Customer Service. A "real person" answers the phone. Extra points for that! A little complicated to get ahold of Global Alert from overseas if you don't have an international phone. Had to email family to call for help. And they wanted to fax forms. Who has a fax anymore? Cannot call or email Claims dept. Just mail forms and wait...weeks. But they have paid claims, eventually, so I'm happy about that.
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.
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 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.
Claim processing was very slow. I had to call several times to find out the progress of the claim. I thought the claim settlement was unnecessarily slow, and claim should have been paid weeks before we received it.
$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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