I need Claim assistant to contact me since I have not received any communication back from you after initial acknowledgement.
Review Updated: 02/11/2017
Best Travel claim experience. They are by far the best and hassle free claim.
Thank you for taking the time to leave a review. Because of an influx of claims resulting from a series of natural disasters, our claims department is asking for 30-45 days to process claims. If you would like to check on the status of your claim, you can contact the claims department by email at email@example.com or by phone at (855) 762-6252.
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
RoamRight emailed the appropriate paperwork prior to my departure and that is the only communication prior to my trip so it isn't possible to rate my experience prior to contacting customer service. However, I had items stolen during my trip and had to contact them to file a claim.
I contacted RoamRight by phone and they emailed me the claim form. They did not inform me at the time that I could have filed online and they did not discuss the time frame or procedure in any length. They also did not tell me what to do if I did not have a receipt so I had to make another call to get more information. I faxed the claim and received an email notice the claim was assigned. I waited 8 days to contact the claims adjuster. I emailed and received the same automated response I got 8 days earlier, which was we have your claim, but no further information was given . I decided to call the adjuster instead and was not allowed to speak to them and was told " it takes 2-3 weeks" and that is standard but your near the top of the list so that's good. It had not even been reviewed or seen by the adjuster so it takes 3 weeks before they even look at the claim. The customer representative was curt and somewhat sarcastic when I informed her that one of the items I was doing without was a cell phone that was stolen. She thought it was ridiculous that I could be living without a cell phone due to the claim with them. Because cell phones cost over $800 I would like to at least be partially reimbursed before I buy a new one. Therefore, I am living without one. Her attitude was not one of wanting to help. Overall, they have not been very informative, helpful, or efficient. I would not recommend them. We will see if they even do what they are supposed to do in the end.
Thank you for taking the time to leave a review. As you mentioned, in order to thoroughly and accurately examine each claim, it takes 2-3 weeks from when the claim is submitted for an examiner to make a decision.
In your case, a decision on your claim was made on 8/23 and you should receive the details of the decision shortly.
Thank you for posting a review.
We apologize for your negative experience with RoamRight.
A member of our Zero Complaint team contacted you to discuss your claim further.
Please contact us at 800-240-0369 if you have any questions, we are happy to help.
Representative was understanding and helpful in extending the effective dates of policy before we started trip, explaining that the policy actually had a longer validity period beyond the one-week period for which it was purchased.
Wonderful customer service - will continue to use RoamRight/Squaremouth for our travel needs, and will continue to recommend the service to friends and colleagues.
My bag is lost in Rome, fortunately our cell phone was not in the bag, then we contacted them Immediately after we lost the bag, they provide me some information to solve the problem very quickly. So far so good with RoamRight untill now. I just submitted the claim form, hope I can get my compensation quickly
Our overall experience is yet to be determined. We needed to cancel our trip due to a medical emergency with our daughter. Filing a claim has been fairly straightforward. We received an e-mail shortly after filing with our adjuster's name and contact information. Hopefully it is in the final stages of review.
It would help to make it more clear that when one applies for coverage including pre-existing conditions that it is required to include the cost of the trip including the flights. I was told by the RoamRight agent that the pre-existing coverage would be invalid if flights weren't covered. I don't understand why I must cover the flights if I choose not to include the price of flights and know I won't get reimbursed for them if I have to cancel. Even on nonrefundable flights the airlines I have used will let you use the fare minus a penalty to re-book a flight within a year.
For the second time I have found the insurance company to be the best value for the money
The reps had a little trouble finding the right policy for me. The prices have gone way up since my purchase just 2 years ago and I wanted a simple policy. They were able to help me after a couple of phone calls. Fortunately I did not have to use it.
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