We never went on the trip due to the death of a family member.
We still have not yet received monies from our claim. The insurance company required extra paperwork, much of which we had already sent. Still waiting for a reply or check from the last info we sent.
The claim is on Shirley A. Robertson. It was filed the 5th of January, the day we were to have left on our cruise. The Cruise was January 6, 2017 to January 18, 2017. on Holland American Cruise Lines. We were unable to start or take the trip due to illness.
We are having a terrible experience with Global Alert and would like to speak to someone at Squaremouth regarding this claim and the service we are receiving from Global Alert.
We submitted all the required documentation. Heard nothing for days, so called them and was told they were working on it. Received a post card telling us they would be in contact, again days go by and we have heard nothing from them. I called yesterday and was told while they were over their time limit they would turn it over to a claim examiner and I needed to call them back this Friday. The delay is unacceptable as it is a very cut and dried claim. I was very ill and contagious and in no condition to travel. We have submitted all required Attending Physician's Statement along with copies of my Credit Card Statement showing payment for the Cruise as well as payment for the insurance. This is "Delay of Claim, and an unfair business practice"
Thank you for your help
Thank you for taking the time to write a review.
We can confirm your completed claim form was received on January 9th. We typically ask for 15 business days tom process claims. On January 25th, your claim was approved.
A check is being sent next week for the full amount claimed, minus the amount already refunded by the cruise line.
Thank you for your honest feedback. We are pleased to have completed your claim within our goal time.
If you have any questions, please don’t hesitate to contact us directly, we are happy to help.
We are grateful for the opportunity to assist you.
I had a question having to do with the possibility of adding the cost of a hotel stay to our plan. (I'd not included the price of this non-refundable pre-paid stay when I initially purchased our travel insurance.) But, I could never connect with a live person in the customer service department. Very frustrating! I finally gave up and just took a chance with the insurance that we already had.
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!
Recommended by travel agency. Used previously on another trip and scheduled for use on a third time. This will be our first claim to process. Excellent customer service in selecting plan and easy to do over the phone. Good response on initially filing a claim, but there is considerable paperwork to complete and documentation to be provided with any claim. I have already recommended the policy to another friend that is going with us on our next trip and they likewise got the same type of Global Alert Preferred policy.
Cancelled trip using "any reason" rider; documentation requested was reasonable,processed fairly quickly, amount reimbursed was as expected.
it was a complete run around with global alert / trip mate. I emailed all the info and forms and proof. Waited the number of weeks they said it would take, then I called them. They said just because i sent it does not mean they received it. I sent it delivery and read receipt. from that I got the name of the person who read my claim. It took several calls and follow ups on my part to stay on top of them. I had to threaten to contact my state insurance department to get results. they did not update the site with all of my calls and info, they just entered what they wanted to. The insurance was not accepted for some of my medical treatment and I had to pay out of pocket and file a claim to be reimbursed. I seriously do not know if they should even be in business - claiming that they did not get my claim, when I had a delivery receipt. Each department did not know what the other departments were doing with my claim, and when I asked to speak with the department that they said probably had my claim, I was told they do not take calls and would not call me back. EVERY time I wanted something, I learned, I had to ask for a supervisor to call me back, and took 2 business days (usually while I was at work they would call). And, there call was not the answer to my questions or an update on my claim, just a message to call the main number again. I felt like they thought I was stupid and would fall for their deceptive delays. I wonder how many people they mistreated and did not pay. I will NEVER purchase anything from them ever again! I hope you drop them and remove them from your insurance choices. If any other insurances you offer are like this, let me know so I can avoid them. If I do experience this again from insurance purchased through you, it will be the last time I buy from you or use your site. I would NOT recommend tripmate or global alert or american modern - all poor companies with no customer respect. They made me very sad about my purchase and what I had to go through to get them to even just admit that they received my claim. They are all liars, cheats, and thieves - buyer beware!!! Do yourself a favor and remove them from your list. They deserve zero stars, or a negative rating.
Matt Petty was the agent who helped me immensely in making an informed decision about which policy would best suit my travel situation. Please review the recorded call if you need to but I followed up with him and felt his attention to our needs was professional, to the point and certainly out me at ease. My father was given 6 mo the to live and I had questions about the policy's particular with regard to him being potentially on hospice as opposed to having passed away. He handled this quite well as it was an emotional and difficult time for our family. The coverage he suggested was a perfect fit for us. For many reasons I wanted to be sure he got the recognition for his assistance.
Have to hold a long time on telephone for customer assistance. So far I have not heard anything after filing proof of claim over 22 days ago. When I call I'm just told that they're behind.
Thank you for posting a review of Global Alert.
We apologize for your negative experience.
A member of our Zero Complaint team contact you to discuss this further.
Please contact us at 800-240-0369 if you have any questions, we are delighted to help.
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