Asjide from a very impersonal email giving the contents of the
policy, I heard NOTHING from RoamRight. Very upsetting!
24 hour assistance is false advertising. You hired an I'll equipped answering service to handle non businesses hours calls. This is REPREHENSIBLE!!
SHAME, SHAME, SHAME. I am a travel writer, and will use every effort to expose this fraud to the public.
Thank you for reaching out to us. We have reviewed the call recordings of your conversations with our after-hours emergency service team, and we see that you have not filed a claim for your delayed luggage.
As is standard practice across the insurance industry in regards to baggage claims, the insured must submit receipts and other applicable documentation for review before being reimbursed.
We understand that you had issues filing a claim online. Our claims department would be more than happy to help you with this process. You can reach them 9am to 5pm ET Monday through Friday at 855-762-6252 or by email at email@example.com.
Additionally, please note that you do not have to file a claim online. You can download and complete the claims forms sent to you by our after-hours call service and email them to firstname.lastname@example.org. You can even send the forms through the mail to the address on your description of coverage.
If you have any further questions, please do not hesitate to reach out to our claims department.
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.
I filed a small ($265) claim for Cancellation for any reason clause. I filed at the end of October. I called to check on it a few weeks ago, and was told claims were backed up due to the volume of hurricane claims. They stated they expected to get to my claim in about a week. Two weeks have passed since that conversation.
I plan to nudge them in about a week.
Review Updated: 01/04/2017
I filed claim in Oct and didn't get a check until December. Took longer than expected. The claims staff was helpful and professional.
Thank you for taking the time to leave a review. As you mentioned, our claims team is a little backed up after the hurricane. I just checked on the status of your claim and it should be reviewed shortly. Thank you for your patience.
we are still waiting for information on the claim submitted
Thank you for reaching out to us about your claim. Due to increased claims activities in the wake of Hurricane Matthew, we are asking for 30 days to thoroughly and accurately review all claims.
From the time you posted your review, a decision has been made on your claim. You should be hearing from us shortly if you have not already.
If you have any further questions, please feel free to contact us at email@example.com or 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 today to discuss this further.
Please contact us at 800-240-0369 if you have any questions, we are happy to help.
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