Did not take the trip and the airline (Lufthansa) will refund the airfare because cancellation was due to hospitalization. However I did check with the insurance provider before calling the airline (which is required by the insurance carrier) and they required a great deal more documentation than the airline, so I'm not sure I would recommend this carrier--a signed note from the attending physician on hospital letterhead should be enough; not a detailed diagnosis, etc., which the carrier required. Would suggest anyone using insurance ask for claim forms in advance so you can see what info would be required to file a claim. If it is unreasonable, then don't buy it.
I had a very hard time trying to reached customer service when I was in the Philippines. Matter of fact, I wasn't able to reach anyone at all! When I tried to call the non-US toll free number, my call didn't go thru so many time and when it did ring, nobody was picking up. Very frustrating...
We are sorry you had difficulty reaching us on your trip. For future reference, if you need to contact RoamRight from outside of the US, please call our assistance number collect at 1-603-328-1382 or email us at firstname.lastname@example.org. We can also provide some customer service via social media, via our Facebook page (www.facebook.com/roamright) or through Twitter (www.twitter.com/roamright). If you send us a private message online, we can call you back directly.
My trip was delayed, and RoamRight paid the full amount of my claim with no qestions or hassles, getting me a check within ten days of my submission.
I never went on my trip because of the circumstances. My daughter did not make the olympic team so I therefore had no reason to go. I called and the claim was processed immediately. What I really appreciated is they had someone call me prior to sending the checks to me just to make sure I wasn't shocked at the amount I was getting back. They wanted to make sure that I was only going to get 75% of the original investment. I knew that ahead of time because Squaremouth insurance agents helped me select the best possible insurance given my circumstances and I knew I could only get 75% back. I just appreciated that they took the time to call and make sure that I understood.
I was forced to come home early because my sister was critically ill. Roam Right's claim forms were easy to fill out and I received a check for the amount I had claimed in three weeks.
Although I received immediate confirmation and policy information from Squaremouth, I NEVER received any confirmations from RoamRight and only received the promised hard-copy of the policy after contacting Squaremouth -- RoamRight did not respond. I'm not looking forward to an encounter with their claims processing, but feel reassured that I can call on SquareMouth for help with any glitches -- as they have done for us in the past.
No emergency contact was necessary. I would hope that their service in this area would exceed their customer servicing before the trip.
Currently assembling claim details -- company responses at this point are unknown.
My luggage was lost and I filed a claim. I was told that it was only insured for the first leg of the trip, not the second, and therefore, i would not be paid. Nothing in the papers I've received from you says that only the first leg of flight is covered.
I would NOT recommend this insurance, as it is falsely presented or executed, and I am going to appeal and, if necessary, report this to BBB.
They have a 24 hour customer service line, but it is answered after hours (9-5 EST) by a person who was both judgmental and incapable of helping with anything more than answering the phone(Stephanie with On Call International). I had a pressing policy question on a Friday night (PST), and had to wait for nearly 3 days to talk with someone actually related to RoamRight.
I had to call RoamRight with policy questions. Ed, who is apparently the claims administrator, was extremely helpful, laid back, and knowledgable. Late in my travel I had to extend my insurance, which was easy and quick to take care of with another lady (Didn't catch her name) at RoamRight.
Claim not solved yet but we are going forward to get things settled. I mainly brought this for the medical but didn't expect to use it for items stolen including passport. There were some items not covered which I guess is really under the small print like prescription glasses.
I had to cancel due to illness and part of my claim was denied (advance payments for museums). This makes no sense as these advance payments are a valid part of what must be paid in advance to travel and are often non-refundable.
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