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. \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.
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 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
The whole process was slow, it took close to 3 months to process and get our refund.
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.
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.
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.
Did not have any interaction with the carrier at this point.
Trip was not taken due to illness.
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.
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.
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.
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.
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