I don't know if it was Michelle Kleinmetz or someone that works under her but I got GREAT customer service. I had left a message after hours because I had a problem ordering and the next morning I got a call. She helped me with my issue and pointed me to a much better plan to suit my needs. Please give whoever it was kudos, a pat on the back, and a raise! If I need travel insurance again it will be from squaremouth.
Good, timely information.
Had to cancel trip because of illness. Got full refund from travel service, so no need to file claim.
Slow to confirm coverage thru emergency contact service since they had to go back to insurance carrier for confirmation. This took several days, and my wife was out of the hospital by the time coverage was confirmed. However, the claim we submitted was handled promptly and paid in full without any problems. Chose this policy based on coverage offered and have used them before, but with no claims made. Would recommend this policy to other travelers, but with the caveat that on site payment for medical services probably needs to be paid by the traveler at the time it is rendered. Would purchase this policy again based on our experience.
I didn't file a claim, but I did interact with them several times as my travel plans changed throughout the year. I always got a response within 24 hours. Even when I added 3 countries to itinerary 24 hours before departure, they didn't increase premium.
I am pregnant and was traveling with my fiancé. We were not sure what was the appropriate insurance policy to purchase and how much to feel comfortable traveling and the customer service was very helpful.
Feedback for Squaremouth: Please freeze the column headings that show the policy names so that as you scroll down you can still see which coverage goes with which companies.
Feedback for MH Ross: Most of our questions were answered by MH Ross, and the initial person we spoke to before deciding to purchase was very nice. But, later we had a question about whether the rental car insurance was primary or secondary to our own car insurance, and no one knew the answer (it's not specified in the contract). We weren't available to call back during weekday business hours because we were going to be on our cruise, but they said they'd make a note of it in our file and find out the answer so that when we called back the following Sunday after our cruise docked, they'd have an answer for us before we rented our car. When we called back, they had no record of our previous phone call and no answer to our question. We decided to not purchase their car rental protection since we didn't have our answer.
Hi: We are in process of working with Ross on our claim but having trouble accessing our forms online. On phone with them this morning so we'll see.
Long story sho,rt there are two parts to our claim. 1) At the start of the trip we had items stolen from our luggage somewhere at or between Amsterdam and Kilimanjaro when our bags were delayed 36 hours. 2) At the end of the trip one of the covered travelors broke her ankle and leg in Zanzibar. Telephone contact is difficult and internet connection nearly impossible. However, with some assistance we got a Ross representative. Frankly, they seemed a bit clueless and kept talking about faxing 5 pages to the hospital that they needed back before she left. He didn't seem to get that we were in a small "third world" hospital were everyone speaks Swahili and I really doubt they even have a fax machine! At any rate, we kept all receipts. We are home now dealing with the injury; in fact she is having surgery today.
We will know more later the degree of satisfaction with settling our claim with Ross. Any guidance SquareMouth can provide is appreciated. Thank you.
I had put incorrect dates in the application and after I had purchased the plan noticed that I was 2 days short. I called the provider and they very quickly modified the plan dates for me.
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
Had no contact with the carrier before the trip and after my purchase.
We had to cancel the trip
Actually went pretty smoothly; I was surprised.
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