There was a lot of paperwork, but the claim was paid promptly and completely. I was a little unsure as to the outcome because they asked for a form to be filled out by the physician. Not knowing in advance to take the form, I couldn't possibly get it back to China, but they honored my claim. In future I will download any forms before I go, but the company could have told me what to take in advance.
We certainly don't expect you to download and travel with all of our claims forms! Next time, please know that you can access our claim forms on our website, call us or email us directly to email you specific claims forms, and even complete a claim online. Any forms we require can wait for submission after your trip. In the case of needing a physician statement from a foreign medical provider, as you learned, we can easily work with you to review your claim without requiring you to get information from the provider. If you have any questions, we're happy to help! Our claims department can be reached at 855-762-6252.
Asjide from a very impersonal email giving the contents of the
policy, I heard NOTHING from RoamRight. Very upsetting!
I called to ask about coverage for moving to a different hotel after I found a heroin needle in the dresser drawer of the one I was staying at with my two year old daughter. The representative coldly told me that the situation wasn't covered, end of story.
That is indeed a terrible experience. Travel insurance is designed to cover lost expenses due to trip cancellation or interruption for a variety of covered reasons. At this time, it does not cover changing hotels for situations such as the one you experienced; we are held to the policy as it is written in the Description of Coverage you received at the time of purchase.
However, we do encourage you to approach the hotel directly for a refund and compensation. If it was a chain hotel, we further recommend that you notify their parent company about your situation.
We will also review your communication with us to remind our representatives the importance of empathy. We appreciate you bringing this to our attention as it can help us enhance our customer experience.
My flight was grounded at an unscheduled airport for over the length of time necessary to file a claim. However, we do not have receipts because we were instructed not to leave the airport because doing so would put our lives at risk as we were in cartel country. This was not disclosed in the original policy I purchased as I would not have purchased it.
Do not ever buy insurance from this company.
Thank you for the review. When a flight is delayed or redirected, travel insurance is designed to cover the unexpected expenses incurred during that time. So while you did not leave the airport for safety concerns, any meals that were eaten or personal care products that you purchased in the airport may be covered. If you have expenses for those, we encourage you to submit a claim, even if you didn't necessarily keep the receipts to document it.
You can call 855-762-6252 or visit www.roamright.com/claims to open a claim with RoamRight.
Claim is in process
All my friends and I were looking for was coverage for emergency helicopter evac from the mountains for a backpacking trip. I get the fine print. But seriously, if you or really ANY carrier would just offer a product that would simply state that coverage would be adequate, without any guessing or wondering you would take over this albeit niche demand in the insurance market.
I'm not talking about high risk stuff here. Just a bunch of guys hiking without tech.
Honestly I'm still only "pretty sure" that this coverage would have gotten me out of the mountains if I had had an injury. Customer service was marginally helpful here as he kindly read word for word what I could read for myself off the internet.
After poring over many options, I just picked one. Thankfully, none of our group needed to test our luck and see if our policies would have held water.
Seriously--write a simple policy and market it. People like me will find the clear cut coverage and buy it.
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.
To our great disappointment, were unable to make the trip due to a very unexpected medical diagnosis. We filed with Roam Right more than a month in advance of our scheduled departure. There was a request made for additional medical records in mid Sept. (We had submitted the medical form signed by the Cardiac doctor who made the diagnosis.) It is now a month later and we are still waiting to hear back from Roam Right. Currently Roam Right is flooded with new claims because of hurricane Matthew. From the reviews of Roam Right, we had not anticipated the claim would take this long to be resolved.
Review Updated: 11/17/2016
We had anticipated a quicker resolution to our claim. The process took 2 1/2 months. Apparently there was a delay due to RoamRight needing additional information from the medical facility and that took more time. Hurricane Matthew also occurred during the time our claim was being processed and that may have been part of the delay. We received the entire amount we claimed and we would use RoamRight again. We did receive prompt responses to our inquiries during the process.
Thank you for taking the time to contact us. As you mentioned, there was a request for additional medical records that is currently being processed by the medical facility. As soon as we receive these records from the facility we will be able to proceed with processing your claim.
If you would like more information on the status of your claim, please feel free to contact your assigned claim examiner, or call the claims department at 855-762-6252.
Thank you for posting a review of RoamRight.
We apologize for your negative experience.
A member of our Zero Complaint team contacted you with a claim update.
Please contact us at 800-240-0369 if you have any questions, we are happy to help.
RosmRight was easy to work with, once I emailed for an access number.
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