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.
Their claims service was not helpful at all. I was hung up once when asking questoons about what documentation they required. My wife notified them initially ans indicated they could not communicate imtelligently. Well see how the settlement goes
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I appreciated the fact that the policy was easy to understand, and Filing a claim was much easier than expected. I would have purchased travel insurance in the last woukd I have known it was this simple and inexpensive.
Submitting our claim was straightforward, and we received our reimbursement without hassle. When we talked to customer service about it, they were very helpful: they got back to us in the time frame promised and explained everything clearly. It was a very positive experience.
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.
Excessively slow (nine months) in resolving claim made on a "cancel for any reason" policy: repeated back and forth requests for documentation, initial denial and approval only after appeal.
Documentation is NO longer mailed out because of everyone who buys trip insurance on line now wants them to print out their documents themselves. I guess this is done to save processing fees ($5) that I fell are too high especially when I did all the work by selecting the policy and having to print it myself.
My claim is still in progress. The claim process is less efficient than I think it should be. The easiest way to make it go faster would be for the company to email documents rather than sending them in the mail.
We decided to leave a day earlier because of the danger that we would miss the ship if there was a weather related delay. I called the company to change the start date to one day earlier. They refused even though I wasn't making any claim due to the cost of the ticket change. I only wanted the coverage in case my luggage was lost.
Excellent customer service support. Better coverage options than purchasing through cruise line. Money well spent for peace of mind.
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