Claim is in process
I filed a claim and I haven't heard from anyone at all in one week.
Asjide from a very impersonal email giving the contents of the
policy, I heard NOTHING from RoamRight. Very upsetting!
This is Kevin xxxxxxxxxx. Jean xxxxx is my wife. She is in a lot of pain and will be going to the hospital to resolve this issue in 2 weeks. therefore I have been dealing with this.
So far the claim process is going well. I just got the physician's report and will be mailing it in today. The help with the claim so far has been excellent. Buying the insurance was with a whole group of insurances on-line so not too personal.
If claim goes well which so far it has then I will be completely satisfied. You should probably survey me after that.
The entire process of inquiry, purchase and initiating a claim were smooth and flawless. A claim has been filed and , so far, that experience has been efficient and courteous.
My representative was professional, knowledgeable, courteous, and very, very helpful. If I could remember his name (sadly, I failed to find it for this survey), I'd recommend him for a big raise.
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
Our connecting flight from Denver to Honolulu was cancelled on June 19, 2016. I called RoamRight on the same day and informed the Agent of our predicament. She was very accommodating and sent us the link on where to file the necessary claim forms. It was the highlight of an otherwise dreary day!
This, I think, is my third usage of Squaremouth. When I had a question last time, it was easily resolved even though it took long time to get somebody to answer the phone. She was pleasant and easy to speak.
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