Reviews, Sales, and Service Ratings for
HTH Travel Insurance

We tried to call to startclaim from Indonesia,but on hold too long, so had to hang up.
Started claim in email instead.

We were force to cancel our trip due to a family illness. HTH claims department, over the phone, helped me determine that I probably had a claim. I was cautioned me that the documents had to be reviewed for final decision. They gave me clear instructions as to what documents were requied to support the claim and emailed me the claim form. I submitted the completeted form with the required documentation by email. 10 days later I received a check for the total claim amount.
The claims staff were polite, effective and knowledgeable. The process was smiple and easy.
I will use HTH for insurance on my future travels.

I called HTH to find out who the affiliate they were using in Cuba. As you know Cuba is a challenging market. HTH answered my questions. I will use them again.

Our daughter got sick and needed to remain near a hospital. I found the people at hth to be very helpful when I called during that time. They advised that hotel expenses likely would be reimbursed and had me send them the receipts. They were accessible and easy to reach when we first had to find a hotel. However, they did not follow up after I submitted receipts and failed to call me back with further instructions, etc. I feel like they may be out of business or something as emails are being returned and the phone number I was given to contact claims was not a working number. The people at square mouth also tried to contact the claims department and confirmed that the number that they have also was not a working number. At this point, it seems fraudulent and I am very very dissatisfied. I am currently trying to file a formal complain with squaremouth's guarantee as I was unable to process my claim and the phone number I was given to contact them has stopped being in service and they are not replying to my emails. I eagerly await a call from square mouth to see if they can help me with this problem. It is possible that there has just been some communication problems that will be easily resolved (it is right around Christmas while I work on these things). If this is the case, my opinion may become more positive again. However, if it remains as is, I am very dissatisfied and am considering further action to try to have my claimed paid. Thank you very much.

Thank you for your feedback. Your documents were received by HTH on 12/19/16 & 12/23/16 and forwarded to our claims department for processing. In response, they had provided claim forms on 12/22/16 (sent to your email) along with detailed instructions on next steps. TripProtector’s claim department did receive your voicemail on 12/21/16, however our claim examiners are unable to call Australia. If you require medical assistance, we have our assistance team available 24/7 (Collect Calls Accepted +1.610.254.8771). Our note history also indicates that you contacted squaremouth on 12/21/16 and that you are scheduled to have a call back this afternoon to discuss your situation. If you need further assistance after this call, please contact our customer service team at tripprotection@hthworldwide.com.

Thank you for posting a review of HTH.

We apologize for your negative experience.

A member of our Zero Complaint team has contact you to discuss this further.

Please contact us at 800-240-0369 if you have any questions, we are happy to help.

Very responsive

After finding the proper contact for the claim, it is not HTH rather a 3rd party, I was put through a paperwork nightmare and in the end stopped bothering.

Thank you for your feedback. We have reviewed your claims history with our claims department. Upon review of your documents submitted and speaking with the cruise and vacation desk, we were advised the location of your trip was changed and the funds were transferred to the new destination. You incurred a change fee per ticket which was reimbursed to you. Regrettably, used portions of the trip are not a covered expense as outlined in the trip cancellation information provided to you at the time of purchase. Should you have any further questions contact our office toll free at 1-888-957-5009.

We felt very comfortable and secure in having that coverage. It covered is from before we left on our trip to the end of our trip and made us feel very secure knowing we were taken care of.

I had to postpone the trip prior to the departure date. I contacted Squaremouth about cancelling the insurance. Squaremouth told me to contact HTH. I contacted HTH both via their website and as a reply to their confirmation email. Soon after I received a call from their rep who told me that New York law prohibits their refunding me the premium. I argued that the policy I purchased provides for the full refund. The call ended inconclusively, but it made me hopping mad because I know better. Then that rep sent me an email apologizing for the mistake and saying that I would get a refund but it would take a few months. Separately, I got a company email (probably in reply to the message I'd sent via their website) saying that the policy was cancelled and the premium amount had been credited back to my credit card account. So, I ended up losing no money. BUT some HTH staff are not properly trained or otherwise incompetent, AND, WORSE, it occurs to me that a rep who denies a refund or, being forced to back down, says it will take some months suggests that HTH's cash controls might not be what they should be. Did she have an ulterior motive to take those positions, which proved wrong on both counts? Smells fishy. Perhaps everything at HTH is just fine except for an out-to-lunch rep, but nevertheless HTH should investigate to be sure that their own till is being appropriately managed with proper oversight. I consulted knowledgeable friends about this. We all agreed that this behavior is unexplainable except in the context of malfeasance.

Thank you for your comments. We appreciate the opportunity to improve on the service provided to our valuable customers. Regrettably, the confirmation mailed to you did incorrectly state that you were eligible for a 10 day cancellation period with a refund. This has since been corrected with our fulfillment department. Due to the miscommunication you encountered, your policy was cancelled and refunded in full within 24 hours of your request. We can assure you that this miscommunication has been addressed with the service teams and management. Any additional comments or concerns, please reach out to us at tripprotection@hthworldwide.com.

Your agent I spoke to was knowledgeable & very helpful in guiding me to the policy I settled on. I did not feel pressured in coming to my decision.