If a no star rating was available, I would have chosen it.
When I got ill on my trip with a very bad cough and terrible diarrhea, we were passed on by Roamright to their international "service," On Call International. They could not have been less helpful. They sent me a 5-page form, written in English (we were in Portugal), that had to be completed by a local doctor. The doctor I had seen first was out of town and so called a doctor through the hotel. She could not provide all the vitals required on the form and had to be begged to sign it at all, saying that she couldn't attest to the fact that I was fit to travel not knowing what unseen condition I might have. She finally checked that box and filled in the rest. On Call refused to accept the form because she did not fill in my temperature, etc. Meanwhile, I was getting sicker and sicker. The next day I went to the hospital emergency and, after hours waiting in a series of waiting rooms, some filled with very ill and dying patients, the doctors there refused to fill out and sign the 5-page form. Fortunately, the doctor I had originally seen returned to Lisbon and filled out the form. On Call refused to ticket a flight for my wife to travel with me, saying that she should buy a ticket ($3000) and claim it on our trip interruption. We decided not to take a chance that Roamright would come through (good idea, see below) and I returned alone, using wheelchairs to get me from plane to plane. I could hardly stand and the day after I got home my doctor sent me to the emergency room. I was completely dehydrated and diagnosed with walking pneumonia, c. difficile infection, and thrush. After weeks of treatment and a tentative recovery, I relapsed and was hospitalized for 3 ½ days. I am now 4 ½ months out from returning on my trip and still not completely back to full health.
I filed a claim for trip interruption. It was partly promptly paid. Why partly? I discovered that Roamright's trip interruption doesn't cover air travel, only land and water. So, my return flight from Portugal as well as the unused round-trip flight to Morocco I had planned to take from/to Portugal were not reimbursed. Neither would a $3000 return flight for my wife—recommended by On Call—have been reimbursed. The medical claims portion of my trip has been a nightmare—waiting for my health insurance to deal with it first (required by Roamright) and then not being fully reimbursed for all items covered by Roamright's policy. After numerous phone calls to the claim adjuster, who repeatedly didn't call me back, I am still left with a small portion unreimbursed. They win—I give up.
Thank you for taking the time to reach out to us.
We are sorry to hear about your illness, and we wish you a quick recovery.
In the case of medical evacuation, our emergency assistance service’s top priority is to get you home safely. Because not all of your vitals were provided on the initial form, On Call International could not verify that you were medically fit to fly. They will not authorize for someone to travel unless they are certain it is safe to do so.
Additionally, neither On Call nor RoamRight will pay upfront for a traveling companion’s return flight in the case of a medical evacuation. This ticket must be bought by the traveler and a claim must be filed in order to be considered for reimbursement. Your wife’s return flight would have been covered under trip interruption. If additional expenses were incurred for your wife’s return flight, please file a claim with that total so that our claims department can review.
As for the unused plan tickets, under RoamRight’s trip interruption coverage, unused plane tickets are not covered. As described in the Description of Coverage, only unused land and water transportation tickets are eligible for reimbursement.
Also, RoamRight is a secondary provider for medical coverage. In order to properly adjudicate the claim, travelers must first file with their primary insurance. Unless explicitly stated otherwise, most travel insurance policies, regardless of provider, work this way.
If you have any further questions, please do not hesitate to contact our claims department at firstname.lastname@example.org or by phone at 855-762-6252.
My claim was slightly unusual but the reps walked me through filing & a few weeks later I received a check.
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.
Due to political unrest in the country I planned to travel to, I ended up having to cancel the trip before I left, and I filed for "cancel for any reason" coverage.
"Cancel for any reason" coverage is at 75%
Claim paid in less than two weeks.
Unfortunately my wife was diagnosed with cancer before the trip and we had to cancel due to her condition. We were able to get all but the deposit back from the Disney Cruise Line as that is there policy because it was past the cancellation date. I contacted Roam Right claim service and with a verification letter from her physician and the proper claim form the claim was approved and processed within several days. We received the payment from roam right for the deposit amount we had given Disney within 10 days. Easy to do business with, Iam extremely happy with Roam Right.
I broke my ankle in Marakesh. Late at night on the same day as my accident, my tour guide called the 24/7 emergency assistance number. We spoke with a Roam Right representative and a nurse. Both were excellent. They said that they were going to e-mail forms to complete for my accident. These forms did not come through until the next morning. One of the local tour guides completed the forms for me while I was in the hospital. He sent them back and that was the last we heard for 36 hours!!! Not good when it is an emergency situation. They made the excuse that they needed to find an interpreter to translate from the French (not an uncommon language and most of it was referring to medical terms anyway.) For the next two days, I tried to get an answer from them about transportation from JFK (New York) airport out to my home in Connecticut. I was still trying to get an answer from them as I was being driven to the airport in Cassablanca. they told me they needed the release form form the doctor int he hospital. This form had already been sent to them two days before. They finally told me to get a taxi or limousine from JFK to Connecticut and submit the bill. That would have been difficult as taxis won't go from NY to CT and limousines aren't always there unless you have ordered one. In addition, it would have been very expensive. In the end, I asked my daughter to drive in from CT and pick me up.
The bottom line is that my initial experience with Roam Right was excellent but then it fell apart in a big way. When you are in an emergency situation, you need the team at the other end to be very responsive and they were absolutely not! This is the first time I have ever had to make a claim with any travel insurance company. I hope this isn't a reflection of all of the companies out there.
Thank you for taking the time to reach out to us. We are sorry to hear about your injury and sincerely hope you heal quickly. We apologize for the slow response from our international call line. They were following their process for situations such as this which includes communicating with nurses and medical professionals, as well as ensuring that you are medically stable to fly, among other things. Please understand that the international call line is subject to different protocols for different situations requiring different response time, depending on the severity of the situation.
We appreciate your feedback as we strive to continually improve customer experience. Again, we apologize for the delayed process that you endured, but are very happy to hear that you made it home safely.
Thank you for your review.
A member of our Zero Complaint team has contacted you to discuss your claim.
Please contact us at 800-240-0369 if you have any questions, we are happy to help.
We had to file a claim due to an accident I had 1 month before leaving. Customer Service answered all my questions and explained the policy in detail and what I needed to file. I filed all paperwork.. They were very prompt in contacting me with a question (my mistake in filling out the paperwork) and immediately issued the insurance payment after our conversation. Very satisfied with their service and would recommend them to others.
I purchased travel insurance for safety and security. Rest assured the minute I ran into trouble the company informed me i was on my own. I was stranded in NYC forced into an expensive flight itinerary change which the company refused to cover nor could they offer any information or guidance. This was the kind of emergency that I had purchased insurance for. You can't predict every problem that can arise during vacation and unless it is outlined word for word this company will weasel its way out of paying.
Our trip was cancelled due to unexpected maintenance by the cruise line, and the insurer refunded all our insurance cost because we were within the cancellation time frame.
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