Unfortunately my dream vacation to Fiji did not turn out as planned. The second day at our destination resort, I fell and broke my pelvis in 2 places. I called Roam Right and they were there to help me get home. Sadly it took a week to get home as they flew 2 nurses to Fiji to accompany us on the trip home. We used our original plane reservations and they upgraded me to business class. I have been home for over a week now and have not heard from them as to our next step. I plan to call them.
I have been trying to adjust to life in a wheel chair for the next few weeks., It being Christmas time has probably caused some delays.
I feel that RoamRight has been giving me the run around. I forwarded everything they asked for and them they asked for a photo copy of my payment. I gave it to them after a week they said that they couldn't read it and to please scan or sent it again. which I did. This is strange to ask for a payment when the cruise line said that I paid in full and they were retuning the tax . which they did. it took them one week to process it. now I called and they said it is still in process as they have had three disaster and are still working on a lot of claims. If that is true they are just staling as money is short because of the pay offs. They could at least tell the people that they don't have enough people or funds to process all claims in a timely manner. If they knew what customer service is they would tell the people that they are running behind and don't wait for the customer to call. I will make sure that when I purchase travel insurance it will not be with RoamRight.
Thank you for reaching out to us. As of today (January 9, 2017) we still have not received a legible proof of payment from you regarding your trip interruption claim. The images you sent us after we first alerted you to their illegibility were identical to the original images and also illegible. For your convenience, please note that we accept documentation via email, fax, as well as traditional, physical mail. Documentation such as proof of purchase is required in order for us to thoroughly and accurately process claims.
As you noted in your review and as mentioned when you contacted the claims department shortly after filing your claim, an influx of claims caused by a series of natural disasters have stretched the claims resolution times to 30 to 45 days. We are actively working toward returning to our normal claims resolution time.
Additionally, we adamantly condemn the notion that we are “stalling” to resolve your claim because of financial restraints. Our underwriter, Arch Insurance Company, holds an A+ rating with the Better Business Bureau as well as an A+ financial rating with the A.M. Best Company.
Our standing as the highest-rated insurance provider on Squaremouth as well as our 11 consecutive months as the site’s top travel insurance provider speaks to the ethics and standards of our claims review process.
If you have any further questions about your claim or your proof of payment, please feel free to contact our claims department at 855-762-6252 or at firstname.lastname@example.org.
Thank you for posting a review of RoamRight.
We apologize for your negative experience.
A member of our Zero Complaint team contacted you to discuss further.
Please contact us at 800-240-0369 if you have any questions, we are delighted to help.
I mailed claims to RR and rec'd e-mail from them that claims were rec'd on Jan 3, 2017. I included copies fof the bills rom the ship's doctor on ship letterhead (Azamara Journey) with amount paid and date of servide. I called RR to see if they needed anything else and whe I could expect the claims to complete. I was told they had everything and it would take about 3 weeks. On Jan.21 I e-mailed RR for status. On Jan 23 RR answered with e-mail and stated the claims were being processed b ut now they wanted a copy of the cruise itinerasry before they compleded the claims. I immediately responded with the ininerary to RR. On ues. Jan 24 I recieved email from RR that one of the claims had completed. On Wed. Jan 25 I emailed RR (along with another copy of itinerary) asking why the other claim was still open.On Thu Jan 26 RR responded saying they could now process the claim with the "additional" information.
Shortly after ( still Thu, Jan 26) RR sent another email saying the 2nd claim was now completed. As of Jan.27 we are waiting for the claim checks to arrive in the mail.
RR should have stated on Jan.3 that they needed an itinerary to process the claim, not saying so at the end of the process and only when I asked about status.
Other than this I am satisfied with RR's coverage s and pricing and will use them again on my next trip
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
After my flight home was cancelled with both baggage and flight postponed 24 hrs I called yr agent from Charlotte Airport and explained my situation. I was told to keep any receipts, no problem. After arriving home without luggage as it was "still in St Thomas " I explained to yr agent that I would need to purchase a few items such as a hair brush and undergarments. Much to my surprise your coverage does not apply to flights home unless my bags are never recovered. This info was not printed on my coverage selection page I had in my hand and Im sure it was not outlined as important for me to know when I purchased the policy or when I called from Charlotte. As I still would have purchased trip cancellation insurance from some provider who probably has the same deceptive marketing techniques, I can tell you it wont be your company in the future. Lack of transparency and accountability in this world is so annoying and you obviously care only about your bottom line not how you achieve it. Guess I'll have to purchase trip insurance from the number 2 carrier next trip.
I looked on line for the company that would give me the benefits I needed for the least amount of money. I have used other companies. The questions I had were well and courteously answered, which made me confident in my choice.
I claim my lost cell phone, and I received their check after 3 weeks.
I had to cancel the trip for medical reasons and it was very easy to file a claim and work with them.
I didn't have to make a claim, but I thought the explanation of benefits was clear and straightforward and I really liked the summary page they provided to take with you that had the information about contacting them while you are travelling.
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.
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