The trip was canceled
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!
No concerns before my trip but I was not p,eased that it took two months for my claim to be processed.
I submitted all of the paperwork and was disappointed that it took two months to have the claim finalized.
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.
Everything before our trip was fine.
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.
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.
Needless to say I was extremely unhappy and will be telling my fellow travelers not to use you.
What a waste of money and time.
We just got home and I will be submitting the claim for the doctors appointment which I was instructed to see.
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.
The whole process was slow, it took close to 3 months to process and get our refund.
I submitted the claim over a week ago but have heard nothing, not even confirmation of receipt of of opening the claim.
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.
The lack of information about how to proceed with booking new flights when I called was very frustrating. Having to call back during business hours from another country on the opposite side of the globe was a real pain. Thankfully our new flight was covered when we missed a connection due to a flight being cancelled. I submitted all the paperwork and was reimbursed fully for the new tickets on a different airline to get us home as close to our original schedule as possible.
Claim is still open and under review.
I received excellent service and support from the representatives at MH Ross. Circumstances did require a claim to be filed. I was completely satisfied with the settlement and its timeliness. The only reason I rated the claim process with three stars is because the paperwork was a bit daunting. Otherwise, five stars across the board and I will definitely use MH Ross for future trips.
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