Tin Leg was excellent when I was admitted to hospital with emergency appendicitis. However when my local GP advised I would need to be upgraded on the flight from Australia to Traverse City MI USA my daughter was told no. After a great deal of of 'phone calls and e-mails pointing out my case was complicated because of my age (82) and Gangrene
My Conn's Syndrome which had been stable for 20 years became unstable directly after the operation. My brother in law became involved and he finally convinced your medi vac team to comply with my GP's recommendation and arranged for an upgrade, which was very appreciated by myself and my concerned family.
Brandi Morse was extremely helpful during this difficult time. The people at April did reverse their original decision.
Filing a claim was very easy. Our claim rep kept us constantly up to date as the process progressed.
We have been using Squaremouth for a number of years now and have found that the Tin Leg policy that we buy suits our needs really well. We have spoken to Tin Leg customer service directly as well and found them to be very helpful in dealing with issues such as name spelling corrections, date corrections ( within the deadline ) and explanations of the policy etc.
The experience with Tin Leg was wonderful. The claim was filed 18 months after the trip, and it was resolved without any incident and in a timely manner. I would recommend this company to anyone.
My wife and I recently went on a 10 night Cruise and one of our hard side suitcases was damaged sometime between when we left it with the porter and when it arrived in our stateroom. I immediately notified guest relations on the ship of the damage and they did the best they could to repair and patch the crack in the suitcase so I could at least get my belongings home. I completed the damage report with the cruise line at guest relations while on our cruise and took pictures of the damage before they attempted to fix it. Upon our return home, after our trip, I called Tin Leg Claims department to file a claim for the damaged luggage and the claims representative Kasey was great to work with. She helped me complete the claim form and I submitted my pictures of the damage along with the claim form and the damage report from the ship and fortunately I kept my receipt when I purchased the luggage which helped establish the value. My experience with Tin Leg was a very good one and I will plan to purchase my next trip insurance policy with them. On a completely separate note we had 2 people on our cruise ship that had to be air lifted off the boat by helicopter due to medical conditions. I always recommend travel insurance especially for such a long trip and anytime you go out of the country. I am grateful we only had to deal with a broken suitcase and not a medical evacuation!!
Everything was easy, but you really never know what you got until you have a claim.
Needed to contact Tin Leg customer service several times prior to the trip. They were prompt in getting back with us, informative, helpful and generally outstanding to work with. The trip went well, so we have no need to file a claim.
My claim experience with tin leg has been a disaster. Unfortunately because of a emergency medical problem I had to cancel my trip. I forwarded the necessary claim forms by US mail. They claimed they could not find them. I than scanned and Emailed the forms in question. My follow up phone call advised that they needed proof that I was not reimbursed by the airline for my ticket cancellation. In the meantime I forwarded an additional claim for hospital expenses which they received on 10/21/2015 as per signed receipt.
I received this letter dated 11/2/2015 :
"Our office is in receipt of your claim form. Unfortunately, during our research, we found that you did not purchase travel insurance for this booking # 27421773. Enclosed is the original documentation that was submitted to our Company.
We are sorry for the inconvenience.
Claims Support (Is)"
In speaking to Amanda in claim, they were not aware of the above letter sent to me, but still insisted the need proof that I was not reimbursed from the airline before they could honor my claim.
I sent her an Email, suggesting that she check the copy of my airline ticket purchased through Cheap O Air, stated that this ticket was non-refundable and I included the customer service phone number to Cheap O Air (845) 664-6186) .
In a follow up call to Amanda, she claimed a phone call to Cheap O Air in reference to my ticket was not acceptable. she needed it in writing.
I'm still waiting for a response to my claim.
Unfortunately, we were unable to take the planned trip due to emergency surgery (triple bi-pass) on my husband several weeks before departure.
While still recovering from shock of this medical emergency, I contacted Tin Leg and explained the situation. Carmen, in Customer Support, was very
helpful and sent me a link to your claim forms. They were straight forward and simple to complete. The refund was promptly processed.
My husband is recovering nicely and it was great that Tin Leg did not add stress to the situation. Unfortunately, you only hear about the bad
experiences people have with insurance claims. That cannot be said for your company.
I would use your services again and will certainly recommend you to fellow travelers. Thank you, Mary McCurdy
Cancellation for reasons of illness was expeditiously handled once forms were submitted.
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