I tried to call the emergency travel assistance telephone # from Sydney Australia. My husband had fallen and was in need to medical treatment. I wanted to get information on the policy benefits and a recommendation on how to proceed within the policy guidelines. I could not connect with the collect # so called the International access code. I finally spoke to a female that said she would get information and call me back. After no return call I sent a text to the same number and received a standard response saying that they would send a claim form within 24-48 hours. I still have had no contact from Tin Leg. Today 10 days later and back in the US I once again called the number for Tin Leg emergency, medical assistance, and travel assistance only to be told that all they could do was to send me a claim form. They were unable to give me a phone number to speak to a representative of Tin Leg. The only other choice I have is to send an email to Tin Leg. I'm not sure what I got for my premium $$ but customer service was not it.
We understand you had a negative experience with Tin Leg and we would like to apologize for your frustration. We would like to speak with you as soon as possible to ensure we fully resolve your complaints.
We contacted Tin Leg after receiving your review to discuss your concerns. Since then, a Tin Leg claims analyst contacted you 5 times, and a Squaremouth Zero Complaint team member contacted you 4 times by phone and email. We are currently waiting for your response.
Squaremouth is delighted to open a Zero Complaint Case for you. The Zero Complaint process begins after you have filed your claim with Tin Leg.
Kathy Haught at Tin Leg has emailed you claims documentation. Please reply to her email or call her directly at 317-575-2652 ext 3409 to begin the claims process.
Again, please accept our apologies for your frustration. We will do everything we can to assist you.
Please contact me directly at 800-240-0369 ext 6121, I am delighted to help.
I would have recommended this policy and in fact, was planning to get policies from Tin Leg each time I travel but one thing I learned from my ongoing bad experience with the claim portion of this whole thing is that it's not a good business move to get more policies from this company. The appalling way my claim was denied is just unbelievable! I'm waiting to hear back from Tin Leg regarding the response letter I sent about the denial.
Thank you for taking the time to submit a review of Tin Leg.
I apologize, in order to receive reimbursement for the Travel Delay benefit, a traveler must incur additional expenses for delay due to a common carrier.
We reviewed your claim and discovered there were no additional expenses incurred during your trip due to a delay of your common carrier. Because of this, we were unable to provide reimbursement.
Unfortunately, this is standard in the travel insurance industry.
Again, please accept my apologies for your negative experience and for the frustration this caused you.
My trip was cancelled due to winter storms. Tin Leg refunded my premium with no penalty. My request was processed quickly and effortlessly by email.
It started out ok, until I had to file a claim. My grandpa passed away so I had to cancel my trip. It was covered, so I got all my paperwork together and sent it in. Few days later, I was contacted saying they never got the airline refund confirmation. No problem, I resent it, they confirmed they received it and I made a point to let them know that I would be out of the country for quite a while and email would be my only communication. Well after a month of not receiving my refund, I attempted to get in contact with someone to ask why. There was no response to my 3 emails and 2 voicemails, so I sent a pretty frustrated email as a last-ditch effort. Finally after I get home, someone named Claims Department (they didn't even have an agent contact me!) says they never received the airline refund confirmation, they sent me a notice in the mail and cancelled my claim on a date that was about one week AFTER I had been trying desperately to contact them. Really?!?!?! Well, when I got home, I had no letters or any mail from them whatsoever.
To be perfectly honest, this company is a scam. They went to great lengths to avoid giving me a refund for my trip, and avoided contact with me as much as possible. I would not recommend this to anyone, as the whole point of insurance is to be protected, not robbed.
Thank you for taking the time to submit a response.
We are sorry that you had a negative experience, I know it is frustrating when you don’t receive the service you expect.
The claims process can typically take 30-45 days and I am sorry that it took so long to receive the status of your claim. After reviewing your case with our claims department, I can confirm that your claims have been processed and paid.
Again, we are sorry for any inconvenience this has caused and we appreciate your feedback as we will use it to streamline our claims processes.
I have submitted a claim (within the last couple of days) but I have not heard back from Tin Leg as of yet.
Thank you for taking the time to submit a review.
I apologize you did not receive confirmation your claims documents were received. A claims analyst will typically contact you within 5 - 7 business days of receiving your documentation.
Since your review, a claims analyst has contacted you and confirmed that your documentation was received and your claim is being processed.
The claims department is available to answer your questions or provide an update to your claim weekdays from 9am - 5pm EST. You may reach us at 866-887-7105. We are delighted to help.
Again please accept our apologies for our delayed response.
Thank you for taking the time to review Tin Leg.
So far our experience with Tin Lag has been positive. Reporting the accident when pretty smoothly. The only hiccup was I had to call a second time after I did not receive the email with the claim forms and instructions after may first call. After the second call everything came in a very short time. I assume that the hospital in Switzerland and Tin Leg must have talked with each other, because the only thing my brother had to pay for when he was discharged was a phone call.Which was about 50 cents. My brother will be submitting a claim for his visits to the clinic(Swiss law requires that the clinic bill be settled at time of service). We will see how that goes. As long as that part goes as as smooth as the hospital part went(assuming we don't have to deal with the hospital again), we have no complaints about Tin Leg or the policy,
When I contacted Tin Leg to submit my claim, they directed me to Seven Corners. I submitted my claim at the end of March 2014. It is six months later and Seven Corners has still not done anything with my claim. They are apathetic and non-responsive. They use a clever technique of asking you for more and more information until they find a piece of information you literally cannot provide. And that is what they use to halt (neither pay nor decline)the claim. They will not contact you, you have to contact them and every time I do, they 'request more information' and then do nothing. This is by far the worst experience I've had with an insurance company and I will never use this service again.
Review Updated: 10/29/2014
I purchased insurance from TIn Leg in good faith that they would provide coverage if anything happened. Once my group trip was cancelled, I notified TIn Leg and they referenced me to Seven Corners. These people were rude and jerked me around for six months until I was forced to contact the Insurance Commissioner. Within a few days, I received a letter of denial of my claim due to being outside the contract purchase date by ONE day! This is not how you do good business. I would never purchase insurance through SquareMouth or Tin Leg or Seven Corners again. Zero Stars.
I apologize for the frustration we caused you.
We acknowledge we should have informed you sooner that your claim was not payable.
Unfortunately, your policy did not include coverage for financial default of a travel supplier because it was not purchased within 14 days of the initial booking of your trip, which is a requirement of the policy.
The policy confirmation that you received immediately after purchasing your policy showed there was no coverage for this benefit.
When you originally submitted your claim, we requested additional information from you to determine if your claim was payable. Unfortunately, there were internal issues that prevented us from handling your claim appropriately.
We determined the claim was not payable some time later due to these issues. This is why when you contacted us, our claim agents did not provide you with a proper update and requested additional information.
The handling of your claim forced us to create new procedures that will prevent this type of miscommunication from happening again.
We are truly sorry for the frustration and inconvenience we caused you during this process.
Recently, prior to making a Tin Leg claim I recommended it to two couples who have purchased policies. Over nearly two years I have suggested that people look at Squaremouth. Several have and ended up buying policies.
Depending on the outcome of our claim will determine whether I would make further recommendations.
My initial contact with Tin Leg learning how to file a claim has been positive. Our claim is due to illness forcing us to cancel Myanmar trip. Wait and see.
Review Updated: 04/08/2015
I submitted a claim on March 16th and received a response from Tin Leg on March 27th. I am very pleased with their rapid response. I am receiving checks covering our Myanmar tour interruption due to illness.
They have asked for additional documentation for the rebooking of our flight from Sinagpore to come San Francisco early. I am waiting their response.
I greatly appreciate that Squaremouth contacted me asking initially whether I was submitting a claim then following up to see if Tin Leg is fulfilling terms of the travel policy.
I have referred three other couples to Tin Leg and Squaremouth.
I submitted a claim through your site when I returned from vacation around the middle of August last Summer. It was not for very much, but I never heard anything more from Squaremouth.
I apologize, we do not show a claim on file for you.
If you still have your claim documents, please email these to our claims department at firstname.lastname@example.org.
Please contact our claims department if you have any questions at 866-887-7108. A representative will be happy to help.
We apologize for any inconvenience this has caused and we appreciate your feedback.
Thank you for contacting Squaremouth and making us aware of your complaint.
Squaremouth is your agent and Tin Leg is your travel insurance provider who you have filed a claim with.
A member of our Zero Complaint department will be calling you today to discuss this further.
We apologize for the inconvenience and we appreciate your feedback.
Because of health reasons we were not able to make the trip to China. You folks were notified but no refund was given. We were given a credit for future trip but had to give dates for new trip in short period of time. This was not possible so we will lose all premiums paid for this trip.
$1,000 tips shine a light on service
Squaremouth, a company that puts a focus on how to treat customers, rewards 20 who do the same.
BY KATHERINE SNOW SMITH
Times Staff Writer
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Safe with our Zero Complaint Guarantee
Every travel insurance policy purchased through Squaremouth comes with the Zero Complaint Guarantee.
In the event of a complaint, Squaremouth will mediate with the insurance provider on behalf of our client.
Unless the complaint is resolved to Squaremouth's satisfaction, the provider will be removed from the website.Read more
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Headquartered in St. Petersburg, Florida, Squaremouth’s unique work environment and core values have led to consistent recognition for company culture, outstanding office space and rapid growth.
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