We purchased an Insure&Go policy for our trip to France. When we arrived, our luggage had been left behind in Canada (our connection). We found out from the airline that our bags would not be delivered to us for 5 days. We reviewed our policy and found that we did have a clothing allowance. We purchased the clothing and toiletries to carry us over, and kept all receipts. Upon our return, we notified Squaremouth immediately. They gave us the form to file a claim with the insurer, which we did in a few days. After 2 weeks, we hadn't heard from the insurer, so we reached out to Squaremouth and promptly received an answer from the insurer, and we were told that our claim would be fully satisfied. It took another two weeks for the check to arrive, but we did get the amount claimed with no questions asked by the insurer.
I cancelled my trip and filed a medical claim. After submitting paperwork, InsureandGo promptly issued a check for the full amount. Process was fairly simple and hassle free.
Your website was very helpful in reviewing multiple policies with varying costs. The costs and benefits were very clear.
My claim will be for costs from a non-emergency medical condition. I will reserve judgment on the policy until I have resolved the claim.
Review Updated: 04/28/2015
InsureandGo was very responsive and handled my claim quickly and efficiently. I received emails at every step of the process to keep me informed. I was pleased with my experience using both Squaremouth and InsureandGo.
I was in Nepal during the earthquake. It was nice that they sent an email. I did not need their services, but it was nice that they tried to contact me.
Luggage was delayed on return trip for 26 hrs. Customer Service said I could file claim. Assigned claim number and we're very pleasant. Claims department said I could not file claim. Very disappointed.
Thank you for your review. We looked into the details of your claim. Unfortunately, your baggage delay was experienced on your return journey home. As with most every travel policy, the plans specifically state that baggage delay coverage applies to outward journey only. The coverage does not apply to travel to your final return destination or place of residence. The coverage is designed to provide travelers with reimbursement for personal effects, that they would need, due to the bags being delayed when they arrive at their trip destination. We apologize if we did not provide clear information about the coverage. We hope you will consider us on your future journeys.
The level of treatment by Insure and Go USA, during our situation, was nothing short of pathetic. They clearly have not developed a step-by-step process for clients when accidents occur and their level of concern and care is absolutely nonexistent. On numerous occasions we were told one lie after another. They weren't prepared or properly trained to handle clients. The policy itself was easy enough to purchase. But the unethical treatment when an accident occurred was unacceptable. In the future, when traveling abroad, we will make certain Insure and Go is not the policy holder.
I am the General Manager for InsureandGo USA. I was deeply sadden to hear about your unfortunate incident while traveling in France and your displeasure with the service that was provided to you. We are taking this case very seriously and I am personally looking into the details of what occurred. I will be contacting you directly in the coming days to gain a better understanding of the circumstances and your feelings about the way your case was handled along with what we could have done better. The review was particularly disheartening because the level of service that you described is in direct opposition to our mission and values as a company. We strive to provide an exceptional customer experience to all of our customers and we do receive an overwhelming amount of positive reviews about our travel assistance and claims service delivery. Let me assure you that we do have all of the appropriate protocols in place to assist our valued customers while traveling. As of this time, I understand that your claim has already been paid in full. Thank you for your comments and I look forward to speaking with you.
We recently made a claim for damage to one suitcase and only sent the paperwork in a few days ago. Hopefully we'll hear back soon as to the status of this claim.
Review Updated: 03/23/2015
We couldn't have been more satisfied with how the claim was handled from beginning to end. We received a check last week and were pleased with how quickly everything went. I think you can see by how I rated the claim process I wouldn't hesitate to recommend InsureandGo USA.
Insure and go was a wonderful company. We had to cancel our cruise because my father was diagnosed with lung cancer. The claims process was simple. It took a few weeks but we were completely reimbursed.
My only 3 complaints are: 1)I left 2 messages on their voice mail and they never got back to me.
2)They ask for hard copies of everything from the person filing the claim (me), as opposed to allowing us to send digital copies (which I had) of the documents, which can be scanned and emailed faster and more conveniently. They should really add that option. I had to make at least 3 trips to The Public Library (only on days when I could) to be able to print ALL they asked for, which was a lot. As a result, it took me over a month to get everything together in order to mail it. Too much work, gas and time needlessly spent just to get $80 from them.
3) the refund took too long. Again, just $80, please.
Thank you for your review. We appreciate your comments about the claims process. We do accept digital versions of supporting documents via email, so we apologize if the agent handling you claim did not advise you accordingly. In addition, we are looking into ways to simplify the customer experience in the claims process, particularly in the case of smaller dollar claims. Again, thank you for your review and we hope you will select InsureandGo on your next journey.
I felt like I was treated fairly and honestly by Insure and Go USA. The claim was processed rapidly. I will be using Insure and Go for my next trip.
$1,000 tips shine a light on service
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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