The policy was straight forward and the company has a decent reputation, so I made the purchase.
On the evening of my accident my wife tried calling the company's 24 hour telephone number. No one answered. She made multiple attempts at redialing, yet the phone just rang. No one answered. This added to our stress and was extremely frustrating given the circumstance. Nothing says "we've got your back" like an unanswered phone in the middle of a crisis.
During an emergency situation, I was less than pleased with the company's service. The day after my accident, I passed out. I suspect the trauma and meds played a part in that. My wife called the company to ask if they would cover another visit to the ER due to my syncope episode. The rep responded by saying "she can't tell us not to seek medical treatment." That, combined with the unanswered phone the night before, really gave me an uneasy feeling about the company. I decided not to pursue another hospital visit.
Upon returning home, I promptly received the required paperwork for filing my claim. Once submitted, it was approved and paid-in-full within one week. Rimbursement was easy and painless and the reps were helpful with any questions that I had. If the company can improve on the areas where I experienced problems, then my satisfaction and level of comfort would reflect a higher rating.
Positive: The first agent at EuropAssist (the assistance service provided by the insurer) that we dealt with was very quick at getting our medical documentation translated, reviewed, and approved for medical repatriation coverage.
Negative: The next series of agents were not so good at rebooking our return flight: after an entire day of phoning and prodding, we found ourselves in a motel at Malpensa airport at 3am still not knowing for sure that we would have a booking at that airport later that morning. But in the end they did get us on a plane at 11am.
The insurance provider seems intent on avoiding as much reimbursement as possible. Transportation to an Italian hospital for treatment after EuropAssist couldn't find us a doctor nearby: not covered. Motel room at Malpensa which EuropAssist told us would be covered, and which we needed because they didn't finish rebooking us till the last minute: not covered. Forfeited hotel and train costs due to trip interruption: the receipts we sent aren't sufficient, please provide more. So far we've received about 5% of our claim, though we're still working on it.
Adequate. They sent the required paperwork.
I received a number to call when traveling outside the U.S. Because I was on a friend's cell phone in Ireland, I couldn't call collect (apparently that service is not offered in the Republic). I called directly and was put on hold. When I explained I was paying for the call and to please expedite the call, I was asked numerous questions and then put on hold again. I emailed and the company tracked down my phone number (which I hadn't provided as it wasn't my phone) and provided me with a case number.
The next time I buy travel insurance it will be through a company that does not require preauthorization. The idea of being hurt or ill and having to call a number for preapproval before seeking medical care is ludicrous.
Insurance carrier refused to accept collect calls from overseas. We tried both phone numbers on the insurance document that we were sent. We had to find medical help on our own and pay for it out of our own pocket. We purchased a very high end policy and got nothing for our money. We intend to demand a refund. We had heard that most travel insurance was a scam and our experience is consistent with this wisdom.
I did not receive documentation prior to my trip, nor had any interaction with the insurance company
I did not receive any documentation or instructions as to what needed to be done in case of emergency or illness
ABSOLUTELY AMAZING SERVICE... I'm a customer for life!!!! I had to come home early due to an debilitating illness and the help I got was incredible. I was sick and in pain and it was so great to be able to get home without having to try and arrange everything. On top of that the level of service I got was incredible. They even called to check on me at the airport and my home to make sure I had gotten back safely.
I took longer than normal to turn in my paper wook since I waited for a second visit to a specialists to get that paper work included. So even though my claim is from October, it was just submitted in december..... There was alot of paperwork - but that was expected.
No any personal service received. E mail the policy to us. when we have questions . we call the 3 provide only the answering machine to indicate the short open business hours no weekend help . very frustrating
During the trip we experience trip delay . We try to call the # provide . We did not get the assistance as we needed . We knew we made a mistake by choice the wrong insurance carrier.
We had a hard time get thru the line . We tried 3 days to get thru only to told they will e mail us a claim form but we still not yet receive it . We call once again . We did not received any e mail at this time as i am writing this comments . Please help !!
Customer service was non-existent. I had to make calls to clarify terms and conditions absent in any documentation prior to or after purchase.
Inexcusable on so many levels, except to sell policies giving as little information as possible in hopes to make money.
Insurance is a necessary evil. Have to have it when you need it, but it's completely worth the investment, even when it's not needed...in light of the risk. But for the company to give nearly zero information in the terms and conditions before and after purchase amounts to a ****-shoot trust in where the fine print might take a claimant. I've bought from this site before with much more information given at a number of steps in the process. This particular transaction ended up 'blind' by comparison. I guess I trusted squaremouth to do the right thing in the end...not a good decision overall.
THe claim process was cumbersome, painfully slow, and apparently the staff is very overworked not being able to process submitted claims for at least two weeks once received. Even when requested, communication was by mail rather than email which further slowed the process. The company either did not know how to handle claim materials submitted by email attachments or the company server was set to block all attachments. I received different explanations as to why my attachments could not even be opened. A simple line in the application form stating that email attachments can not be opened would have been helpful and saved about a month in the claims process for me. Since I work as a graphic designer sending out files as attachments on a daily basis to many businesses, I know that I know how to create, compress, and send files in spite of John Hancock (Sevencorners) trying to tell me that it was all my problem.
Having said that, I felt the compensation, once received, was the expected amount based on the description of what I purchased. I only had to refile one item of which I have received notification that I will be reimbursed.
Over all the cost of the insurance was very reasonable compared to the policy price offered by the cruise company. The Squaremouth web site was very helpful in finding a policy to cover only the items I was interested in having covered. Squaremouth gets 5 stars, having to use the purchased insurance which generally means your trip is severly hampered gets 0. I am grateful that we received reimbursement, 5 stars; how long it took and the process for getting the reimbursement, 2-3 stars.
no communication other than they accepted my payment, never got anything to confirm the insurance!!
never heard from anyone!
Multi-Award Winning Customer Service
Squaremouth’s out-of-the-box approach to customer service was recognized internationally in 2017, earning a Gold Stevie Award for Customer Service Department of the Year. This was Squaremouth’s first international Stevie and fourth customer service award overall.Read more
Customer Service is Everybody’s Job
“Customer service is not a department, and Squaremouth knows it. Every employee spends time on the phone with customers.” New York Times and Wall Street Journal best-selling author, Shep Hyken, explains four core components of Squaremouth’s exceptional customer service.Read more
$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
One of America’s Best Workplaces
Squaremouth is consistently recognized, both locally and nationally, as one of the best places to work. Fortune Magazine named Squaremouth one of America’s Best Small Workplaces and the No. 2 Best Workplace for Women in the nation.Read more