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 canceled policy within the time allowed. Never received refund
I had to cancel my trip due to health concerns. Since I just mailed the 12 pages of documentation, I can't comment on my claim.
It sure seems like a lot of paperwork in order to file a claim. I spent 4 days in the hospital for pneumonia and that made my COPD worse. I sure hope your claim process does not take forever. I would have preferred to go on vacation but I could not manage the airport experience.
We have been waiting for our $200.00 reimbursement for over a month now, can't understand why its taking so long with all of the appropriate paperwork. The follow up has been completely eft up to us. We feel frustrated that this small claim isn't being expedited. NO efforts have been made by the company to assure us that it is in process or what the status is. I doubt we will use them again.
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 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 some questions for Squaremouth about my policy and tried to call 3 times for help. I sat on the phone for a total of about 3 hours at different times, which was ridiculous. Because I didn't get this question answered, the insurance would have been useless for the trip. I feel as if Squaremouth took my money and did nothing to make sure I knew how to work with the policy if something had happened.
I recommend travelers, specially for a trip out of country to buy an insurance for self-protection! I feel very lucky being able to have Squaremouth for my insurer. I got good service for emergency repatriation with 2 RNs escorting me from abroad back to the US. My claim for trip interruption is pending for approval. I will also claim for medical emergency reembursement. Squaremouth shows to be very supportive and provides good service!
I had two interactions with Squaremouth prior to our trip and neither went well. 1) When I asked for Beneficiary designation forms, the person wasn't sure what it was and wondered why I would need one. C'mon! Does it get any more basic!? And you don't know what it is!? Scary. (Eventually, I did get to Aidan there and he was quite helpful.) 2) I asked about which medical shots were necessary. The person there simply read from a script. They had no idea what it really meant and couldn't offer any interpretive value to me. I was thankful I didn't have to call Squaremouth about anything else.
Excellent customer service support. Better coverage options than purchasing through cruise line. Money well spent for peace of mind.
Multi-Award Winning Customer Service
Squaremouth’s customer service team has been recognized nationally for its excellence. In 2016, Squaremouth received its second Stevie Award for Customer Service Department of the Year in the American Business Awards, the nation’s premier business awards program.Read More
Safe With Our Zero Complaint Guarantee
Every travel insurance policy purchased through Squaremouth comes with our Zero Complaint Guarantee. In the event of a complaint, we will mediate with the insurance provider on your behalf. If the complaint is not resolved to our satisfaction, we will remove the provider from our website.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