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.
Terms not clear at purchase about Trip Delay. My trip was delayed by a hurricane, and after calling found out I was only covered for cancelation, not delay.
It took me 4 months to get the $60.00
It is now June 25th, and I still have not received reimbursement for a trip cancelled due to family crisis involving a hospital visit and nursing home placement. I have gotten in the habit of buying travel insurance as my parents are 92 and 95 years old and anything can happen. As it was I had to go to Florida 5 days before my scheduled vacation and could not take care of all details to get home and go on vacation. I'm am not pleased with how long it has taken to review my claim.
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.
We await a claim settlement for damaged baggage. Therefore, final comments will await process and settlement of subject claim.
Thus far, service has been very helpful.
My insurance covered airfares, but they would not cancel. I had to work very hard to get refunds, but I did. That part of a trip should not be covered because tickets canot be cancelled and this provider should not pretend it can cover airfare.
Thank you for taking time to share your comments. According to our records, although we received an initial request on August 26, 2013, we have not received a claim for review. If you would like to submit a claim you may do that online at MHRoss.com or call us at 800-423-3632 and we would be happy to help.
I don't remember receiving any customer service prior to the trip. We did all our business on line which seemed to work well
we did not have any reason to contact the carrier during the trip
We did not make a claim. I called to inquire about the possibitiy of a claim as our luggage was 2 days late in arriving. The Cust Srv response seemed brisk and defensive
I don't understand these questions. I only went online and never had contact with a human being. The website was clear and well formatted, so if that's what you mean by "customer service," then it was fine--I'd give it 4 stars. I don't know what you mean by "documentation arrival time," as I never received a hard copy of anything. That was a bit confusing, as somewhere on the website it said that I would receive a hard copy of the contract. But I never did.
These questions don't apply to me. I had to cancel the trip before I left.
Again, I repeat: I had no contact with a human being. I handled my claim by downloading information from the website and sending in a hard copy to your office.
$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
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