I found it a little difficult to find medical evacuation insurance only, not as a part of a general travel insurance policy. Also, a friend called your customer service department directly to obtain quotes. She was sent more choices than I found on-line. That being said, I found, and purchased, what I was looking for.
Many of your questions do not apply as the claim is filed about 1 week ago and still pending. Performance reviews are thus not possible.
Since Medicare doesn't cover international travel, I was pleased to find emergency medical coverage and other services at a reasonable rate - $56 for both my husband and myself for an 18-day trip. Thanks for giving me peace of mind.
I claim my lost cell phone, and I received their check after 3 weeks.
Lost nothing, filed no claim. Getting the insurance was easy and clear and the price was fair enough and better than most.
I had a slight problem when I first bought the insurance (confirmation email went to gmail spam!), but the representative on the phone was very helpful.
My claim was slightly unusual but the reps walked me through filing & a few weeks later I received a check.
We also purchased a policy last year for our trip to Italy. We had to file a claim for trip interruption due to weather. We were totally reimbursed for our losses. We chose Roam Right again because they were so easy to work with last year. This year we unfortunately have to file a claim for medical costs. Hopefully, we will have anther good experience.
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.
I called your 24 hour assistant line twice to file a claim and they stated they would email me forms. They didn't.had to call four times to get forms emails to me
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