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Overall, the plan suited my pre-departure travel needs. Unfortunately, I experienced two issues during my trip which caused interruptions (A. Flight delay and B. cancellation and illness). It was an extremely arduous task to reach an operator and when I did, after several calls and transfers to various departments, most were not even knowledgeable about my plan or lacked the skills or motivation to troubleshoot. Moreover, one of my travel mishaps occurred on a weekend and during the holiday season, so one of the main departments was closed which further added to the overall cumbersome experience.
Operators should be available around the clock to respond to customer needs as international issues due arise, which should be a major benefit of the travel insurance after all: accessibility. Also, customers should have access to a knowledgeable, trained representatives who are well versed on policy on a consistent level instead of providing information on a speculative basis.
Overall, I am dissatisfied with the service. I do not recommendation this company.
Our travel insurance coverage began on the pre-scheduled first day of our 5 week trip on February 23. Unfortunately, I became ill a few days before that date and was diagnosed with bronchitis and placed on antibiotics by my physician. The physician also recommended I not travel on February 23 but did clear to me to begin the trip 2 days later on February 25. It was necessary to rebook our outbound flights on Delta which resulted in additional charges of over $500.00 for the new flights. When I called HTH to advise them that our trip would be delayed and inquired about the coverage for the additional flight charges, I was shocked to discover that there was NO coverage for a delayed trip departure due to legitimate medical reasons. I was informed that I "had CHOSEN to delay my trip" and accordingly there was no coverage for the additional fees for the rescheduled flights. I really was very upset and disappointed regarding this situation since it was my understanding that I was covered effective February 23 for a "trip delay" situation. In reading over the exact language in the plan I purchased, I see how HTH could indeed avoid covering a delay such as ours since they define a trip delay as occurring only after the trip actual began and also do not allow a medical cause for a trip delay anyway. It has been my experience with various travel insurance companies that in reality, they do not want to pay customers unless the customer can indeed meet the very specific, strict and exact language of the coverage. In this case, their definition of trip delay did not coincide with mine so I am out over $500.00 which in my opinion should have been covered. I will not use HTH again. I would not recommend HTH. I chose the policy since it APPEARED to be very comprehensive and designed to meet our travel needs. Sadly, I was sorely mistaken.
Due to Terrorism in brussels, was unable to make connecting flight in brussels upon return. Have yet to receive claim form in the mail as requested. They promised to mail it since I'm back to college now. I had to purchase a new flight to get home. Will upgrade this when claim is restored, claim form received.
I needed to change the start date on my travel. Contacted customer service via email. they did change the date but never responded to my email. I found out only by going out to check the policy. A little extra service would go a long way. Actually in my book, it is just common curtesy.
We were a little disappointed that our insurance did not cover any of our hotel and other expenses when our flights were cancelled due to the weekend snowstorm. But the rep I spoke with was very respectful and pleasant when I called to inquire. As they say, the Devils in the details.
Still awaiting claim resolution
I switched companies this year because of poor customer service with the company I have used for the last 6 years and I am glad I did. I especially like the Squaremouth system of being able to pick and choose what coverage I wanted right down to which adventure sports I wanted to be covered for. I am pleased with Squaremouth and the speedy customer service when I had a question.
5 out of 5 Stars!
WE HAVE TO CANCELED THE TRIP DUE TO MEDICAL REASON.
YOU AND HTH INS. CO. WERE GOOD. THEY TOOK CARE US WELL. I WILL RECOMEND.
The interaction and claim filling as well there rapid response was excellent. The purchase of the policy was easy and clear. Follow up by HTH was very well done!
My experience with HTH was very disappointing. Our flight was cancelled and therefore rescheduled 24 hours later and we had a lot of problems and had to incur a lot of expenses and we had expected to be able to speak to somebody from HTH and try to get somebody on the phone but it turns out that that was not possible since it was the weekend. Their 24-hour service was pretty much useless so we had to wait until we returned from our trip to even speak to somebody. I left them a message and they called me back and the number that I called was not even HTH it was some other third-party organization. When I did call them I spoke to somebody from another organization who then forwarded me back to another person from HTH. Once I did speak to somebody they told me that I could not file anything and all of the expenses that we incurred including extra transportation fees and hotel would not be covered under the policy for trip interruption or trip delay. Very disappointing since we could not speak to anybody over the weekend and that nothing was covered. Square mouth was easy to work with but I will not be working with HTH anymore
Hello and thank you for your comments. Please note that the reasons for Trip Cancellation and Trip Interruption are posted on the website and also are defined in your state specific certificate of insurance. We are sorry if there was any confusion on what was covered and you purchased a plan that ultimately did not suit your needs. While our customer service department is not 24/7 our Medical Assistance professionals are available anytime to help with urgent medical situations. We note that you cancelled your plan during your 10 day free look period and we are happy you were able to receive a 100% refund.
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