There was a lot of paperwork, but the claim was paid promptly and completely. I was a little unsure as to the outcome because they asked for a form to be filled out by the physician. Not knowing in advance to take the form, I couldn't possibly get it back to China, but they honored my claim. In future I will download any forms before I go, but the company could have told me what to take in advance.
Our flight was delayed and an overnight stay was necessary. I called that night and spoke with the answering service who was not only friendly but helpful. By the time we arrived home, our claim forms were already waiting for us on-line. After I gathered and sent in my information, which I sent back on-line, I received an email that my claim was received along with the name of my claims administrator. I received a check within 10 days.
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 email@example.com. 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.
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.
RoamRight’s standard procedure is to provide electronic copies of all documents via email. If you haven’t received them within 24 hours of making your purchase, we encourage you to contact us and we will resend. As with any email correspondence, it is also important to check your spam filters to ensure deliverability. If hard copies are requested, we are happy to send them to you.
RoamRight’s customer service team responds to emails during business hours, Monday – Friday. You can reach them at firstname.lastname@example.org or 800-699-3845.
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.
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.
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.
We have contacted On Call International regarding your experience with them, and have been assured that such an incident will not be repeated. We are pleased to hear that your experience with our claims and customer service teams was a pleasant one.
Unfortunately I had to file a claim because of delays with Sunwing Airlines. Mailed the claim in last week.
Called your office immediately when I knew trip was delayed. I received fast and friendly information and a claim was sent to my e-mail address. Thanks!
$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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In the event of a complaint, Squaremouth will mediate with the insurance provider on behalf of our client.
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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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