Reviews, Sales and Service Ratings for MH Ross Travel Insurance Services

MH Ross Travel Insurance Services Sales & Service Data

Total Sales
9,348
since 2005
Monthly Sales
231
average monthly sales since 2005
Reviews
444
reviews since 2005
Overall Rating
4.45 out of 5
Top Providers
HTH Travel Insurance
4.55/5
HCC
4.49/5
RoamRight
4.49/5
average on squaremouth 14,030 policies sold - 292 average monthly sales over last 3 months - 14,535 reviews - overall rating 4.45 out of 5

MH Ross Travel Insurance Services Reviews & Ratings

Detailed Ratings
  • Customer service before trip
  • Customer service during trip
  • Customer service during claim
Overall Rating
Overall Customer Rating 4.45

average on squaremouth 4.45 out of 5

9,348 policies sold
0.5% negative reviews

0.5% (45) negative reviews to sales
average on squaremouth is 0.7%

  • 5 star
    270
  • 4 star
    94
  • 3 star
    35
  • 2 star
    12
  • 1 star
    5
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Asset Plus
    Overall rating 2 out of 5
    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?
    47 out of 48 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Bridge
    Overall rating 2 out of 5
    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?
    31 out of 31 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Asset Plus
    Overall rating 3 out of 5
    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.

    Was this review helpful to you?
    22 out of 22 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Asset
    Overall rating 3 out of 5
    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.

    Was this review helpful to you?
    19 out of 19 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Complete
    Overall rating 2 out of 5
    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.

    Was this review helpful to you?
    10 out of 11 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Asset Plus
    Overall rating 2 out of 5
    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

    Was this review helpful to you?
    6 out of 6 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Asset Plus
    Overall rating 2 out of 5
    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.

    Was this review helpful to you?
    5 out of 5 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Complete
    Overall rating 4 out of 5
    Verified Squaremouth Customer

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

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

    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.

    Was this review helpful to you?
    4 out of 4 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Bridge
    Overall rating 2 out of 5
    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?
    4 out of 4 people found this review helpful
  • Review Received
    Insurance Provider
    MH Ross Travel Insurance Services
    Policy
    Asset Plus
    Overall rating 4 out of 5
    Verified Squaremouth Customer

    During Trip
    I wanted to call the collect number from Europe but it's not easy to figure out how to dial it and request collect. I tried a few times and failed. There should be instructions how to do it from an overseas pay phone. Also, it would be good if the policy summary indicated if you needed to call the hotline before getting medical help. I would probably have seedn a doctor about a rash that developed if I had known I didn't need to call the hotline to authorize it first.

    Was this review helpful to you?
    4 out of 4 people found this review helpful