So far, I'm not very impressed with the response I've had. I was told that it didn't look like my situation would be covered but to go ahead and file a claim anyway. How can mechanical problems with the plane which causes you to miss your connecting flights and you have to buy 2 new plane tickets to get home not be something that would be covered.The first requirement is a letter from the carrier that caused the delay so I am at the mercy of them for now. Hoping for a happy ending....
Review Updated: 03/23/2015
I was originally told that my claim didn't fit the requirements, but it was then reviewed by someone else who said it diid. I filled out the forms and received a check for the full amount of my claim. I was very pleased with the outcome.
I have sent claims for myself and my son and your insurance company said we need to submit medical bills that list our name, which we already submitted but in Japanese not in English as the medical cost incurred in Japan. A representative confirmed this should be processed as they have a translator to read the Japanese medical bill, but when I called back to follow up for the status, they repeats the same excuse for not processing... I had the same conversations three times already and they keep asking me to wait for 10 more days each time and it's been already 1 month passed since I sent a claim initially. They just need a translator to read the bill. If they can't even process in foreign language bill, they should not offer an international travel insurance policy.
I had a claim. My other carrier was primary. They took over three months to process the claim. Squaremouth's carrier took less than two weeks.
We were flying business class. Never received a definitive answer as to whether we would be flown business class if we had reason to require a change in flights. The premium was based upon business class flights. Fortunately we never needed to find out the answer to the question. For future travel needs and promulgating premiums, should we use business class cost or economy cost when flying business class?
The initial quote I received squarely failed to meet requirements that I specified and it was only until I purchased it and read the specifics that I was able to discern that- the Squaremouth rep clearly did not listen to me in assessing my needs. Subsequently, I called immediately to cancel the policy and the staff was very responsive about facilitating the change to a different policy and cancelling the first one- in all, the service was good,but the initial misstep could have been completely avoided and honestly, I was clear in the coverage that was needed and iterated it to the first customer service person, who apparently either disregarded it or didn't listen.
Was never used- but my daughter did end up with a hospitalization that the medical staff of her organization attended to- nonetheless, it gave us peace of mind to know if an evacuation had been necessary that we had the coverage.
I cancelled my trip 10 days prior to departure, did not and do not intend to file a claim. Asked if I could be refunded what I paid for the insurance plan. Received 2 form emails asking for 'proof' of cancellation. Just sent another email with the refund amount from the travel agent....doesn't designate what is 'proof' of cancellation.
Low ratings because I sent an email 30+ days ahead of cruise requesting consideration of refunding payment account not able to make cruise.....never got a response from your Company, and will NOT us again! Even if declining refund, a response is proper way to handle Customers
We apologize for this oversight. We will contact you right away to resolve this concern.
Squaremouth opened a Zero Complaint Case for this customer. As a result, John Hancock provided a full premium refund. Martin is satisfied with the outcome of the response to his complaint.
A immediate family member passed away three days before our trip. The death was sudden and unexpected, after filling out mountains of paper work and providing a death certificate we have not received any followup. We are only asking for a partial refund since the airlines gave us a refund. Absolutely would not recommend this company. Extremely poor customer service!
Review Updated: 11/26/2014
Would not choose this company again due to the lengthy process. Our claim was not even looked at for two weeks. Very poor communication with claims dept.
We had NO idea that baggage losses from a rental car are excluded. The agent said that on page 8 (or somewhere) there was a specific exclusion. This is the worst kind of misrepresentation to hide important things in fine print in a lengthy document few people read. It was NOT mentioned in the summary.
We have not yet filed a claim.
This claim was easy to resolve. There were a few minor logistical glitches, all due to my own misunderstanding of their process. A couple of phone calls were necessary to locate the correct claim form and to submit the claim in their format, which seemed reasonable. I was glad to have had the insurance that covered the necessity to purchase essential items due to an unforeseen baggage delay (our first ever).
$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
Silver Stevie Winner for Customer Service
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Safe with our Zero Complaint Guarantee
Every travel insurance policy purchased through Squaremouth comes with the Zero Complaint Guarantee.
In the event of a complaint, Squaremouth will mediate with the insurance provider on behalf of our client.
Unless the complaint is resolved to Squaremouth's satisfaction, the provider will be removed from the website.Read more
One of Florida’s Best Companies to Work For in 2015
Headquartered in St. Petersburg, Florida, Squaremouth’s unique work environment and core values have led to consistent recognition for company culture, outstanding office space and rapid growth.
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