Sales & Service Data

TOTAL SALES
10,185
Since 2005
MONTHLY SALES
63
Average Monthly Sales Since 2005
REVIEWS
486
Since 2005
Overall Rating
4.43 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

10,185
policies sold

0.5%
negative reviews

0.5% (47) negative reviews to sales
Average on Squaremouth is 0.6%

  • 5 stars
    291
  • 4 stars
    106
  • 3 stars
    42
  • 2 stars
    13
  • 1 stars
    6
Top Providers
RoamRight
4.53/5
Tin Leg
4.49/5
HTH Travel Insurance
4.49/5

MH Ross Travel Insurance Services Reviews


  • Overall Rating 2 out of 5
    Policy:
    Asset Plus
    Review Received:
    From: Verified Squaremouth Customer

    During Trip
    The trip was canceled

    Claim Process
    This company (MH Ross & United States Fire Insurance Company) was the worst travel insurance company I have ever dealt with! (However, I must admit I have only dealt with 3 claims in my life). There were completely unreasonable in their request for information. There were impossible to communicate with on the phone, since I had to talk to a MH Ross agent, who would then translate my concerns to the underwriters, who would respond to the agent, who would then translate the answer to me. In addition, every time I submitted the requested information, they would respond with a request for more information (often in a different area of the claim than the previous request). I definitely got the feeling it was a game with them to see if they could discourage me from proceeding. When I questioned why they would not accept the information I had provided (medical records of a traveling companion), rather than answer my questions, they rejected my claim. I finally asked my companion's doctor to provide the same information directly to them that I had already sent them, they settled the claim. I will never buy insurance from MH Ross again and have notified all of my traveling friends how bad MHRoss' service is!

    Was this review helpful to you?

    64 out of 65 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Bridge
    Review Received:
    From: Verified Squaremouth Customer

    Before Trip
    No concerns before my trip but I was not p,eased that it took two months for my claim to be processed.

    During Trip
    I submitted all of the paperwork and was disappointed that it took two months to have the claim finalized.

    Claim Process
    I was dissatisfied that it took two month to resolve. First they were asking for additional information and then they decided it was not needed. I was surprised that the additional info was needed and thought it was a delay tactic.

    Was this review helpful to you?

    38 out of 38 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Asset Plus
    Review Received:
    From: Verified Squaremouth Customer

    Before Trip
    Everything before our trip was fine.

    During Trip
    I had a medical issue that needed to be addressed. There were mutiple numbers to call which was VERY confusing. We were in Bora Bora and calling out was difficult. The person I called was short and rude during my call. He could not find the claim number and told me I had to see a doctor etc and fax info back. I followed his instructions and NEVER HEARD BACK FROM THE INSURANCE COMPANY!!!! My travel company called me at the hotel and gave me the number of the person, Carol @ 1800-888-0432 ex 227, handling my case as Carol had called them to inform them I was having difficulty. I tried that number but the office was closed. I made another call when we reached Papeete to see about airline upgrade request due to medical request and tried a different number given on your paperwork. The person there was again the wrong one but she got me through to the correct insurance company handling "my case." That person said she had tried to call me at the hotel but did not leave a message. I was in the room most of the time due to medical issue. They wanted my home dr to write and let them know I did not have a preexisiting condition and so was denying my claim until I did that. I had 15 minuetes to catch my plane back to US and obviously was stressed not to have received any calls back, confusing numbers on your paperwork to call for help and wanted to catch the plane. \r\n\r\n I will never use your company again and suggest you clarify how to get help. Your instructions are horrible and confusing. There mutiple numbers to call. Evidently you farm out your policies to different companies to handle. If I had known that before the trip and had the correct phone number to call it would have been fine. Getting service was made difficult which seems to have been your purpose.\r\n\r\nNeedless to say I was extremely unhappy and will be telling my fellow travelers not to use you.\r\n\r\nWhat a waste of money and time.

    Claim Process
    We just got home and I will be submitting the claim for the doctors appointment which I was instructed to see.

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    28 out of 28 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Asset
    Review Received:
    From: Verified Squaremouth Customer

    The trip was canceled by the airline on the day of departure because of the ice storm. That was mid December. I have still not received anything back from the company regarding refund except a card stating that we will get back to you.

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    24 out of 24 people found this review helpful

  • Overall Rating 4 out of 5
    Policy:
    Complete
    Review Received:
    From: Verified Squaremouth Customer

    The whole process was slow, it took close to 3 months to process and get our refund.

    Response From:
    MH Ross Travel Insurance Services
    MH Ross Travel Insurance Services:
    MH Ross Travel Insurance team
    Response Received:

    Thank you for taking time to share your comments. We apologize that you were frustrated with the claims process. While we received your claim form on June 25, 2013, we then needed additional information from the air carrier that was not received until September 18, 2013. The claim was then paid on September 26, 2013. If you have any further questions or issues, please let us know and we would be happy to help.

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    12 out of 12 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Complete
    Review Received:
    From: Verified Squaremouth Customer

    I submitted the claim over a week ago but have heard nothing, not even confirmation of receipt of of opening the claim.

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    17 out of 18 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Asset Plus
    Review Received:
    From: Verified Squaremouth Customer

    Claim Process
    The ONLY acgknowlement from Trip Mate was a post card send to me on 6/24/11, stating "received my claim information & will carefully reviewing my file. You'll be hearring from us Shortly." It has been more than a month since I filed claim, NOT A WORD to date!!!\r\n7/17/11\r\nCharles H. Lee\r\n323-254-8958

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    6 out of 6 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Asset
    Review Received:
    From: Verified Squaremouth Customer

    MH Ross charged my credit card FOUR TIMES for this ONE purchase. Squaremouth tried very hard to correct this error. MH Ross even flat out denied that they had charged my account four times and asked me to provide proof. While this situation was resolved eventually, it took almost a month. When I spoke with the MH Ross agent, he threw up his hands and said there was nothing that he could do and refused to let me speak with a supervisor. While I may use Squaremouth again, I will never, ever buy insurance from MH Ross again.

    Response From:
    Squaremouth
    Brandi Morse
    Response Received:
    August 29, 2014

    Thank you for taking the time to submit a review and we apologize for the frustration this caused.

    We are sending you a check for $50 as an apology for your experience.

    I am really sorry for the errors that occurred when you purchased a policy with us. I can confirm there was an interim technical issue between us and MH Ross during your purchase. Because of this, your credit card was charged multiple times. We contacted MH Ross to reverse the duplicate charges as soon as we were notified of the error.

    Again, I apologize for the frustration the entire process caused.

    Thank you again for bringing your experience to our attention. This has allowed us to review and improve our current procedures and processes.

    Was this review helpful to you?

    6 out of 6 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Asset Plus
    Review Received:
    From: Verified Squaremouth Customer

    Before Trip
    Did not have any interaction with the carrier at this point.

    During Trip
    Trip was not taken due to illness.

    Claim Process
    It's been about 3.5 weeks since I submitted the final paperwork for my claim and I have not a word from the carrier. I will be starting phone calls to them if I don't have some type of status by the end of the week of 5/24.

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    5 out of 5 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Bridge
    Review Received:
    From: Verified Squaremouth Customer

    Before Trip
    Didn't receive mailed documentation, just the e-mail. Not marking down "customer service" but my only contact was through the e-mail site. If you had a "did not experience," I would have checked that.

    During Trip
    Called the e-mailed emergency number from Madrid, using expensive i-Phone minutes, but was told that the insurer was no longer served at that number and given another number to call. I gave up.

    Claim Process
    Haven't made it yet, but will be after receiving airline confirmation of the delay time on my return flight. So far it appears that I will be sending in a lot of documentation for a minor payment on an overnight delay.

    Was this review helpful to you?

    7 out of 8 people found this review helpful

$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

See what happened

Silver Stevie Winner for Customer Service

Squaremouth wins national award for Customer Service Team of the Year by the American Business Awards.

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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.

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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.

In 2015, Florida Trend magazine named Squaremouth the 18th best small company to work for in Florida, highlighting the company’s exceptional culture in a special feature article.

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