Sales & Service Data

TOTAL SALES
26,899
Since 2012
MONTHLY SALES
1667
Average Monthly Sales Since 2012
REVIEWS
825
Since 2012
Overall Rating
4.52 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

26,899
policies sold

0.2%
negative reviews

0.2% (64) negative reviews to sales
Average on Squaremouth is 0.6%

  • 5 stars
    544
  • 4 stars
    175
  • 3 stars
    42
  • 2 stars
    13
  • 1 stars
    16
Top Providers
RoamRight
4.52/5
Tin Leg
4.49/5
HTH Travel Insurance
4.49/5

RoamRight Reviews


  • Overall Rating 3 out of 5
    Policy:
    Preferred
    Review Received:
    From: Verified Squaremouth Customer

    It is like dealing with a huge black hole. Everything goes in and very little comes out. Whether I get reimbursed or not it will be the last time time I will deal with Roan Right. Delay and three weeks to handle a claim and then more delays.

    I have tried to explain to xxxxxxxxxxx xxxxxxx that there was not doctor involved when I cancelled the trip; until after i came back home. I got my letter from her cardiologist and forwarded it to him. No response.

    I really hate doing this as I am the sole caregiver for my wife who has both a heart problem and Alzheimer's Disease. So to say I am stressed is an understatement. I will try to stay away from any company or service that causes me more stress than I already have. I am not looking for a pass because of our situation, just some service.

    This is my last and final attempt at getting compensation. i will however, do my best to offer my solicited advice should anyone ask me.

    Respectfully
    Paul from Florida

    Review Updated: 12/16/2015

    If your circumstances do not fit into Roam Rights exact criteria, you have to work extra hard to get your payment. Even if you explain in the initial request, Roam Right forces you to get back in line and give them something close to the original request. Now that i know what to do, I will make sure I select a policy with that in mind.

    Response From:
    RoamRight
    RoamRight:
    Vicki Zidwick
    Response Received:

    Paul,
    We hope your wife is feeling better. Your claims representative reached out to you earlier today. As you know by now, your claim has been approved and you can expect your reimbursement check to arrive through the mail. We wish you the best of luck as you navigate difficult health problems. Your patience and devotion is touching and admirable.

    Was this review helpful to you?

    12 out of 12 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Adventure
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Was this review helpful to you?

    44 out of 51 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Preferred
    Review Received:
    From: Verified Squaremouth Customer

    I was buying insurance with "cancel for any reason" coverage because I was booking a trip that I knew had the potential to cancel. I had read the fine print and Q & A of a few different company's policies and knew that it could be tricky documenting a cancellation, so before buying the policy I asked a few questions to the Squaremouth staff and they directed me to The Roam Right claims department. I communicated with Roam Right both by phone and email and they were very helpful and specific. I sent them copies of my airline tickets before purchasing the policy to be SURE that they would accept this documentation and they assured me they would. As it turns out, the tour guide DID have to cancel the trip due to low registration, so I did file a claim. Roam Right processed my claim with exactly the documentation I'd asked about originally, along with a letter from the tour company, and did not require any further documentation. They reimbursed me 75% of my plane costs as promised and I received my check within a week. No quibbling, no hassle. I will definitely use them again. It was comforting to know that if I DID run into problems Squaremouth would be there to back me.

    Was this review helpful to you?

    11 out of 11 people found this review helpful

  • Overall Rating 4 out of 5
    Policy:
    Preferred
    Review Received:
    From: Verified Squaremouth Customer

    I have not heard a word about my claim - not a yes, no or I need more information. It would be nice if there would be some form of communication - it was received, it is process, it was denied. Am I asking to much?

    Response From:
    RoamRight
    RoamRight:
    The RoamRight Team
    Response Received:

    We have forwarded your comment to our claims department. They reached out to you yesterday afternoon to follow up with you.

    Response From:
    Squaremouth
    Kelly Calkins
    Response Received:
    April 16, 2015

    Squaremouth has contacted the customer to open a Zero Complaint Case.

    Was this review helpful to you?

    10 out of 10 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Preferred
    Review Received:
    From: Verified Squaremouth Customer

    Took almost 6 months to give me a decision. Then I was told claim would not be paid

    Response From:
    RoamRight
    RoamRight:
    Victoria Zidwick
    Response Received:

    As you are aware, it took some time to obtain all of the necessary documentation required for us to fully process your claim. Upon receiving all of the documentation, it was revealed that your trip was cancelled prior to the effective date on your travel insurance policy. If you have any questions about how travel insurance can protect your future trip plans, we encourage you to contact the travel insurance provider prior to purchasing the policy.

    Was this review helpful to you?

    10 out of 10 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Preferred
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Response From:
    RoamRight
    RoamRight:
    Victoria Zidwick
    Response Received:

    It is unfortunate that your airline mishandled your luggage on your trip home. However, as stated in the description of coverage you received upon purchase, baggage delay coverage applies to outbound journeys only and covers “the expense of necessary personal effects, up to the maximum shown on your Confirmation of Benefits, if your checked baggage is delayed or misdirected by a Common Carrier for more than twelve hours, while on a trip, except for travel to final destination or place of residence.”
    As you were returning to your place of residence and your luggage was ultimately returned to you, baggage delay coverage does not apply to your situation.

    Was this review helpful to you?

    9 out of 9 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Adventure
    Review Received:
    From: Verified Squaremouth Customer

    We had a month-long trip to Europe planned and fortunately purchased insurance for this very expensive trip.

    Just a week before departure, my husband became quite ill and was admitted to the hospital. Upon release, he was directed not to leave the country. So, we had to cancel at the last minute. Our tour operator and the airline refunded nothing, so we were very grateful to have trip insurance.
    After emailing them hundreds of pages of documentation from the hospital and doctors, the claim was approved. Although it took several weeks to move through Roam Right's process, they only requested one additional piece of information and the claim was paid in full just last week.

    I would be happy to purchase from them in the future!

    Was this review helpful to you?

    8 out of 8 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Preferred
    Review Received:
    From: Verified Squaremouth Customer

    Claim paid in less than two weeks.

    Was this review helpful to you?

    8 out of 8 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Preferred
    Review Received:
    From: Verified Squaremouth Customer

    I am glad I found Squaremouth. very good service from the customer representatives. They have answered all my questions and helped me file my claim very easily. Processing was fast too. I received my claims in less than 10 day. Thank you Squaremouth!

    Was this review helpful to you?

    6 out of 6 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Preferred
    Review Received:
    From: Verified Squaremouth Customer

    I claimed, because I could not make the trip due cancellation of flight ticket by airline without my knowledge.
    Roam right says that is not covered.
    Why we getting insurance which does not cover this situation?
    I will tell everyone, everywhere, that Roamright is no insurance to buy. I had most terrible experience with this insurance..

    Review Updated: 09/16/2014

    Agent I talked with was rude, not helpful.
    My flight was cancelled by airline without my knowledge.
    I found out 2 days before the trip. After I arranged everything thing, packed fully. How that is not covered in insurance ?
    What is travel insurance for?
    With this result, I will never take Roam right ever again.

    Response From:
    RoamRight
    RoamRight:
    RoamRight Team
    Response Received:

    We have reviewed your situation and, as you stated, your travel insurance policy does not provide coverage in the event that a passenger’s ticket is cancelled by the airline. Typical travel insurance policies, including RoamRight’s, provide coverage for when an airline cancels or delays an entire flight, not an individual passenger.

    Was this review helpful to you?

    9 out of 10 people found this review helpful

$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

See what happened

Silver Stevie Winner for Customer Service

Squaremouth wins national award for Customer Service Team of the Year by the American Business Awards.

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Safe with our Zero Complaint Guarantee

Every travel insurance policy purchased through Squaremouth comes with the Zero Complaint Guarantee.

In the event of a complaint, Squaremouth will mediate with the insurance provider on behalf of our client.

Unless the complaint is resolved to Squaremouth's satisfaction, the provider will be removed from the website.

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One of Florida’s Best Companies to Work For in 2015

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.

In 2015, Florida Trend magazine named Squaremouth the 18th best small company to work for in Florida, highlighting the company’s exceptional culture in a special feature article.

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