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.
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.
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.
very little help provided when volcano erupted and flights cancelled
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 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.
They referred me to Tripmate, the co that handles their claims. I sent in a detailed, fully documented and organized claim for less than a third of the insured amount. Tripmate took a month to pay most of the claim and continues to investigate a small portion that I had already provided documentation for. The person who called me about it didn't know whom she was calling, seemed confused about her task, and couldn't understand my explanation. I don't expect that amount to be paid but haven't the time to pursue it. There were a few other unpaid items but I decided to let it go since dealing with the company is so difficult.
As most have said, customer service has been horrible. Our bags were delayed three days and we are only claiming a few replacement items that are supposed to be covered. You would think we were applying for top security clearance. We sent them items and they would request the same items a couple weeks later. We called, emailed, mailed and still after 3.5 months we are waiting to get reimbursed. I just don't get it. They still made money on our policy too. Never again with them...I hope we see some reimbursement this year.
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