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It took about 5 months from the time we first submitted the claim before we received payment. First they gave us a list of what was required. Six weeks later they sent a snail mail letter telling us different things that were required. 6 weeks later, same thing. Finally, after numerous phone calls, emails, and documents sent, we got the payment in December. Our trip was in July. Enough said.
I gathered up probably a dozen documents and forms to verify and complete my claim, converted them all to .pdfs and emailed them to the agent handling my claim. This was kind of tedious, but I doubt there is any other way to truly verify a claim speedily.
So, if you are on the fence about whether to purchase travel insurance, I would recommend considering whether it would be worth your time to save, gather, prepare and send claim information. If you are not good about doing paperwork and think you might not get around to completing a claim, the insurance might be a waste.
I have more time than money, so it was definitely worth it for me. The agent that handled my claim was exceptionally helpful and professional, and I was fully reimbursed for my claim. I appreciated being able to complete the process online, without snail mail or telephone tag. I would definitely purchase from iTravelInsured again.
Our entire trip was canceled. I tried to cancel or make adjustments to our policy to reflect the changes in our travel. Emailed customer service never heard back. Tried contacting customer service by phone. Was never able to reach anyone to talk to you. Tried leaving a voicemail. Never a response. So I purchased insurance for a trip that did not happen and was unable to make changes because no one was available to speak to.
We were forced to cancel our trip.
It was somewhat difficult to fulfill all the paperwork demands in order to get our money refunded--but in the end it was very worthwhile because we were paid in full.
I would be careful with this company. We purchased a policy then had to make a claim because of a family illness. I would say that at every turn, they were looking for nit-picky reasons to delay paying and try to deny the claim by asking for what in my opinion were superfluous documents. In the end, I got them everything they asked for and they did pay the claim though I can imagine having an issue had I not been so thorough in gathering my information especially the forms from the doctors. If they had denied I would have invoked the cancel for any reason option, which I paid extra for, but that would have meant eating 25% of the cost. My claim was not for a lot of money - $1300, not sure how they would have dealt with a larger claim. Further details: I had to call them many times to get a status update, they would mail me denials even though my claim was still open and they had literally asked me a few days earlier for the additional documentation. Many of the agents were not knowledgable and it was difficult to get in touch with someone who was. I chose this company because their price was very competitive, I don't know if a more expensive policy would have a better claims process, but I can say that this experience would not make me choose this company again if I was trying to cover a more expensive trip. SquareMouth makes the buying process simple, but you are on your own with a claim unless you want to invoke their zero complaint guaranty. I didn't do that because ultimately I got paid, not sure whether they whether they could have gotten me paid if I was denied. If you do choose this or any other insurer, I would be very meticulous with your forms and information.
The policy documentation was clear and covers most important issues.
iTravelInsured's Customer Service is outstanding. My husband needed to use the emergency medical coverage during our vacation in Florida and the two phone calls to iTravelInsured were handled in a friendly, efficient, and professional manner which was very comforting during a stressful time for us. Even those who answer the phone are wonderful. This speaks very highly of the training that these employees receive and of the quality of those representatives.
I highly recommend iTravelInsured. They are easy to deal with, provide excellent coverages (we had their Elite plan), a fair price for the benefits, exceptional Customer Service, timely and fair handling or our claim.
Its great getting the policy but when you need to make a claim it can be tedious and airlines and insurance company have "subtle roadblocks" to discourage you or deny you in my opinion. If they really cared about you as a customer they would provide an easy to read , up-front, required-reading list of things to do in case of needing to make a claim, such as for damaged luggage tell you that you need to file immediately with the carrier at the airport. I have never made a claim before and was unaware - but of course the companies know this ,along with the other subtle roadblocks.
I put in a minor claim as we were delayed about 12 hours in ATL which forced an overnight stay. Because it wasn't 24 hours, the delay insurance won't cover it. This is the first time I have used this company and the first time that I have ever had to put in a claim for travel. I won't use them again. I should have gone with my usual choice of company, Travel Guard.
We paid $656 for an expensive travel policy with iTravelInsured. Then, we changed our travel plans to leave a day earlier. We wanted to contact iTravelInsured to let them know of the date change. We called every phone number we could find for iTravelInsured to ask them to add the extra day and THEY DID NOT ANSWER ANY PHONE NUMBERS, not the 800 numbers, not the collect numbers, none.
Had we had to make a call from overseas, we would not have been able to get iTravelInsured to answer the phone, since they did not answer when we were still in the US. So, we had NO peace of mind about any help should we have had a problem, as we traveled in the Middle East.
It never occurred to us that we should call and test the customer service numbers of a potential travel insurance company BEFORE we purchased a policy. But we will be doing so in future. We have many international trips scheduled through the end of the year, and more planned for the next few years.
But, with this really bad experience, we will certainly NOT be getting our travel policy from iTravelInsured or from Squaremouth.
If we could give it 0 stars, we would have done so. And we assume that you will not be publishing this bad experience. Too bad, you should warn other travelers...
I learned my lesson. Prior to this experience I thought all travel insurance companies are the same so I went for the cheapest option. And now that I actually had to make a claim because I had to escape a hurricane during my trip, iTravelInsured countered every claim and said not covered, not covered, not covered. In addition, it took them 4 months to process my claim because they were so backlogged. I had to call them time and time again to check on status. It was a horrible experience. When you purchase travel insurance you purchase peace of mind, but with iTravelInsured, you are just giving away your money. My advice - spend a little bit more and go with a more reputable company that actually cares about you and want to take care of you.
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