Reviews, Sales, and Service Ratings for
Arch RoamRight

I am in the process of completing a claim through Arch RoamRight, as, unfortunately, I had to cancel my travel plans. I am having a VERY poor customer service experience with Arch RoamRight. Their communication with me is almost non-existent. They do not respond to my emails. I have had to repeatedly call them to find out the status of my claim, which, after more than a month, has still not been processed. They seem to be overwhelmed with claims and, perhaps, do not have sufficient staff to handle the volume. I was able to speak with a Supervisor, and she assured me my claim would be handled. She provided me her name for any needed followup; however, when I have subsequently tried to contact her, she has been unavailable.

I would give Arch RoamRight a very poor -- one star -- customer service rating.

Barbara,

Thank you for taking the time to leave a review.

We are sorry to hear that you had an unsatisfactory experience, as well as the lack of response from our team. That is not the level of service we have worked hard to establish and maintain, and it is not indicative of our industry-wide customer satisfaction ratings.

As of yesterday, a decision was made on your claim and you should have received notification of this resolution.

Please do not hesitate to contact us at 855-762-6252 or at claims@roamright.com if you have any further questions.

The process of deciding which company to use for travel insurance was easy through comparison via the website. Once I decided on a plan, it was easy to book the plan. I needed assistance because when I purchased the plan, we lived in one state, but would be moving before our trip so I had to contact customer service. They were very friendly and answered my questions easily. Fortunately, we did not require the insurance and had a great trip.

The process took exactly 1 month from start to finish.

We bought "Arch RoamRight" Travel Insurance Policy for peace of mind. Fortunately, we had no need to use it.
Policy cost is reasonable, as long as the policy delivers its promised benefits, if needed.
Arch Insurance Reps. were helpful on phone and answered all questions I had before the trip.

I had an unusual situation and basically felt that this policy was useless in a disaster. I live in Greenville, NC. We were threatened by Hurricane Florence. We had to make decisions before the day of travel. On Sept. 13, we decided we should cancel due the high risk of not being able to make it to the airport, and trying to avoid problems with hotels (even though we had the insurance). On Sept. 13 and 14, no Air Canada flights left RDU, our departure airport 90 miles away. On Sept. 15, the 6 AM flight was also cancelled, but our 10 AM flight was not cancelled. Hence, it seemed clear that since the flight was not cancelled, we could not use travel insurance. Our town was not evacuated, but we had no idea how bad it would be on that date we cancelled, Sept. 13. Air Canada would not refund our cost, and since it wasn't cancelled, it didn't meet the terms of the insurance. However going to Raleigh Durham that morning from Greenville was risky, and we were glad not to have to try. During this mess, I found the hold rather long for Roam Right 24 hour assistance. SquareMouth did answer the phone and confirmed that it was likely we would not be covered. My loss ended up being half the airfare since we rescheduled a trip, and also the cost of insurance was a loss since it was useless in this rather dire situation. Had I NOT cancelled the hotels, we would have lost deposits since insurance wouldn't cover. I think you see the dilemma we were in.

John,

Thank you for taking the time to reach out to us.

In the situation you described, since your flight was not cancelled, there would not have been coverage for trip cancellation. Travel insurance does not provide coverage for the threat of cancellation.

Your policy does provide coverage in the event that road closures prevent you from reaching the airport. If this occurred, please file a claim and we’re happy to review your information.

If you have any questions, you can contact our customer service team at customerservice@roamright.com or at 855-762-6744.

Am waiting for refund. Don’t know how much money I will be refunded. Cannot recommend until claim process is complete.

Peggy,

Thank you for taking the time to leave a review. We have received your claim and it is currently under review.

If you have any questions about your claim’s status, you can contact us at claims@roamright.com or at 855-762-6252.

I have not had time to submit a claim due to illness but purchasing the policy was easy.

i have not heard back form you since filling the claim.

William,

Thank you for taking the time to reach out to us.

We do not have a record of receiving a claim for you. As much of an inconvenience as it may seem, we will need you to submit your information again. You can do so online at www.roamrightclaims.com You can also print a form and mail or fax it in. Directions can be found at https://www.roamright.com/claims/how-to-file-a-claim/.

We are sorry for any confusion this may have caused. If you have additional questions, please contact our claims department at 855-762-6252.

I made an entry error when buying my policy, and didn't realize the problem until a few days later. I called customer service to make the changes for me. They were great. They made the changes and sent a PDF of the corrected form for my records. I had a smooth flight and vacation, so I didn't have need to file a claim. However, based on my customer service experience, I'm sure I would have had a good experience.