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.
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
We had to cancel the trip.
Due to an accident and an unhealed wound, we had to cancel our vacation. The insurance company gave clear directions on how to make a claim. I sent in the paperwork and we were refunded the full amount of the vacation. Any questions were addressed by a claim specialist. I am very satisfied with the company.
Cancelled trip using "any reason" rider; documentation requested was reasonable,processed fairly quickly, amount reimbursed was as expected.
Extremely unhappy, claim is in dispute. I would never use them or you ever again. I paid for canel any time insurance for the entire span. The "bad word" insurance comapmy is denies claim becuase girl friend got pregnant. They refused claiming it was pre existing condition on Feb 1st and I paid for insurance meid march. SHE wasnt pregnant feb 1st and they know that.
Unhappy to the max
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.
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!
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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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