"Outstanding" is the term that comes to mind.
We purchase travel insurance whenever we leave the US to protect against unexpected medical costs. This is the first time we used Tin Leg. For our European trip and cruise, we chose Tin Leg's Economy Plan on the basis of cost competitiveness vs what was offered through the cruise line. We had three small claims. One was for a Dr. visit aboard ship, one for trip delay which caused us to miss a pre-purchased museum visit, and another for a lost walkie-talkie.
Tin Leg Claims was notified via e-mail on 11/5, They sent us claim forms via e-mail which we returned on 11/18. All three claims were approved and three separate checks were sent to us on 12/23. No hassle, no pain, no stalling as had been our experience in the past with another insurance company.
Outstanding service is what we received. We definitely recommend Tin Leg and will use them for our next "out of country" trip.
We couldn't be more pleased with the Tin Leg settlement of our claim!
Taking out the policy was easy and customer service access was good.
HOWEVER, we never made the trip as our cruise plans changed because of a family emergency. We booked another cruise for next year but it was one month beyond the 1 year exchange deadline so we could not transfer the insurance to another trip. So, we lost our money! We usually travel 3-4 times a year and will probably look elsewhere for travel insurance in the future.
The service on this insurance is abysmally badly administered!!!!
Who is accountable among the 3 companies, the numerous agents?? Two or three appeals and still no consistent or clear explanation of why the coverage described does not apply to our claim.
The people are all courteous but there has not been corresponence or an interaction by phone or email with any of the TIN LEG, SEVEN CORNERS, SQUAREMOUTH agents that hasn't included mis-information about the coverage or about my specific claim.
NO AGENT HAS SEEMED AT ALL INFORMED ABOUT THE CONSTRAINTS AND INTERPRETATION OF THE POLICY--NOR HAS ANY SHOWN FAMILIARITY WITH THE SPECIFICS OF THE RECEIPTS AND DOCUMENTS I SENT, with one minor and already resolved exception.
1. THERE IS NO @$ HOUR COVERAGE BY TIN LEG. I called TIN LEG numerous times on August 11 & 12, when our travels were interrupted because of a delay in the intitial flight. and there was never any answer. So much for 24 hour coverage.
2. Although an agent had sent us forms for Interruption, the claim was catagorized as delay with no acknowledgement. and I sent full receipts for the period of 2 days--until we reached Amsterdam, as well as the 16 hours delay when Aer Lingus turned us away from the gate on 11 Aug at JFK until they had a flight out at noon on the 12th, none of the supposed agents acknowledged the nature of the claim until after I appealed the decision that ours was a delay.
3. Correspondence has repeatedly cited the policy, ignoring that the delay was at the destination, not origin of the first flight. It has included a letter saying that because we did not return home (not specifying whether this would have been during the interruption or after the delay). No where in the policy, as cited, is there any mention of such a requirement.
Thank you for taking the time to post a review.
I apologize, in order to receive reimbursement for the Trip Interruption benefit, a traveler must be delayed for at least 12 consecutive hours at the point of their departure.
We understand your total delay was over 12 hours. Unfortunately, your delay at the point of departure was less than 3 hours which is why your claim was processed under the Trip Delay benefit. This language is specifically listed in the policy certificate under the Trip Interruption section.
The claim form that you received is used for Trip Cancellation, Trip Interruption and Trip Delay. I am sorry that we did not explain this when the claim form was initially sent to you.
Please contact us at 844-240-1233 if you would like to discuss your claim further, we are happy to help.
Again, please accept my apologies for your negative experience and for the frustration this caused you.
A little more communication about the claim would have been useful. Went for long periods without acknowledging the claim or the status of the claim. In the end, it was handled satisfactorily, just wasn't sure what was happening to the claim.
Thank you for taking the time to post a review of your experience.
I confirmed with the claims department your claim was received on 10/13/2015. We apologize we failed to send you an acknowledgement letter at that time.
We completed the initial review of your claim on 10/23/2015 and issued a letter requesting additional documentation in order to continue processing your claim.
The requested documentation was received on 11/13/2015 and reviewed on 11/23/2015. Payment was issued on 11/25/2015.
We apologize for any inconvenience this has caused you and we appreciate your feedback.
I had a great experience and I would recommend Tin Leg to my family and friends.
Excellent service both pre trip when extending my time in Europe and with the medical claims process after arriving back to U S. I have used this company before and love the service.
Very friendly and calm helpful representatives. We received our payment for our claim in a timely manner. It was easy to file.
I had to go through a long process to finally get my claim resolved. Several people I spoke to, especially Danielle, were very nice, polite, and tried to be helpful. But I was told repeatedly it was under consideration, or was being processed, or they needed more information. In this era of electronic payments, it is sometimes difficult to get receipts. But I was told you needed receipts--even though the statements from Grand Central indicated the date and amount that payments were made. It was at times frustrating. I might hesitate using your company again.
Thank you for taking the time to post a review.
I apologize for the length of time it took to finalize your claim.
The claims process can typically take anywhere from 30-45 days and an analyst will only contact you if additional documentation is being requested.
Unfortunately, receipts are needed to provide proof of the purchases and the date the items were purchased. This is standard with all travel insurance claims.
We are sorry for any frustration this has caused you and we appreciate your feedback.
My wife and I needed to see a doctor and obtain medication while on our trip to France. When we returned, we filed a claim to be reimbursed for the medical expenses. We received the form to complete, sent it in, and received reimbursed in a very timely manner. We are impressed with our experience with Tin Leg.
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