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.
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.
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 had an issue with our cruise returning late. We missed our scheduled flight and had to rebook a new one to get home. We are in the midst of putting in our claim. The woman I spoke with briefly from our insurance company was quite quick to inform me that she didn't believe we were covered. Very disheartening to be told that. We have been loyal customers to Squaremouth
for years and hopefully for many more. I will gladly give a new review after we hear back from our request but right now we are both quite bothered by this.
Not happy that I was not eligible to receive compensation for missed Flite in Las Vegas. Apparently, I did not read the fine print, &/or receive that info, but the flite must be delayed more 6hours to qualify. I will not buy this kind of coverage ever again, unless the conditions are more reasonable, like 1 or 2 hour delay, etc. Besides, it was the Shuttle bus that was late, along W/WestJet Flite due to the snow. I guess I learned the 'hard way', & realize I needed a better policy that included any delay that is beyond my control, that results in a miss connection. I not happy that it cost me over $400, so why do I even have missed connection coverage.
My entire trip was canceled due to the death of my father. $18,684.97 was reimbursed. So far, I am short $801.46. Four unused Qantas tickets have a credit and can be used to re-book travel within Australia until February 13, 2014. Though, to re-book, there will be significant re-booking fees amounting to as much as 66% of the credit amount available. In the interest of practicality and doing right by the customer, I believe iTravelInsured should pay the $801.46. What do you think? Mark.Wurzel@calicocottage.com
I had no problem at all with reserving my claim and paying for it. I wanted to put forth a claim and wasn't able to due to the type of coverage I was provided. I was told tha tI was covered for that type of claim when emailing your squaremouth but when I contacted I travel insured was told I was not covered. So I was mislead and disappointed by the misinformation which seems to be happening a lot with all sorts of things like my airline (who told me my seat was reserved, when it wasn't- as told to me by travelocity and air canada vacations but not by air canada) so i'm frustrated by services that are to be 'accurate' when I make an inquiry only to find out from two sources that they are inaccurate one saying 'yes' the other stating no. When handing out information your staff should be as clear and consise as possible and ensure that every measure it taken to provide accurate information so as not to create more frustration.
I was flying out on a Sunday and just as they were about to board the plane in Phoenix, they announced that Newark (our destination) had placed an "air traffic control hold" that would delay us for possibly two hours or longer, they had no way of knowing. I called iTravelInsured to find out what might be covered if the delay got to be long and was told by the Emergency Travel Concierge (the only person available to talk to on Sundays) that because I was not experiencing an emergency, he could not answer my questions. I will not be purchasing another policy from iTravelInsured due to this lack of customer service.
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$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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