Three days before departure, there was a hurricane forecast to hit my town one day after I was supposed to leave. If indeed the hurricane held to this track I wanted to be able to cancel my tour so that I could stay home, prepare my house, and evacuate my possessions including my pets. I called MH Ross travel insurance and although I would be covered for reimbursement if the hurricane hit where I was traveling to, there was no coverage for cancellation if I had had to stay home to take care of my own house. I think this is an oversight that needs to be addressed. I almost had to lose the cost of my entire tour :-(
Thank you for taking the time to write a review. We are sorry to hear about your unpleasant experience. We understand you are concerned there was no coverage for a hurricane forecast to hit your town. The standard Trip Cancellation coverage uses specific covered reasons for cancelling in order for benefits to apply. One of those reasons needs to be satisfied in order for a claim to be paid. You are correct; the threat of a hurricane at your home is not one of these covered reasons. The only way to cover cancellation because of a threat of a storm is the Cancel For Any Reason benefit. Unfortunately, the plan you purchased does not include this coverage. Please understand it is our responsibility to process all claims according to the plan’s provisions, limitations, and exclusions, even when it is an unfortunate situation that is out of your control. Please also accept our apologies that we are not able to provide the resolution you wanted. Your satisfaction as a client is a top priority for MH Ross. We hope to have the opportunity to serve you again on a future trip.
I recommend squaremouth as they were most helpful and easy to work with. It was my first time purchasing travel insurance and when needed again I would go to squaremouth
The call center was extremely helpful with questions that were asked. Calls were answered promptly. I didn't file a claim so it would be difficult to rate just how a claim would have been handled.
Called to discuss details, got solid answers.
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.
Your customer service representative did not seem to understand that my travel delay was a covered item in my travel policy...it was frustrating.
I would recommend you to others. However I do have claim to file and as long as they goes through without a hitch I will still rate you 5 stars.
I never used it but always take insurance when I travel abroad. Its a peace of mind. I talked to Travel Insurance services to get a clearer picture of what I was planning to buy which helped out.
The claim process was slow. It took about 6 weeks for the claim to be processed and the payment to arrive.
I contacted MH Ross Travel Insurance customer service twice about the same issue and got two different answers to the same question. I mentioned that to the second person who apologized, but assured me that her answer was the correct one. It was a little unnerving not knowing if that was the case, but luckily I didn't need to put the answer to the test.
$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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Headquartered in St. Petersburg, Florida, Squaremouth’s unique work environment and core values have led to consistent recognition for company culture, outstanding office space and rapid growth.
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