Upon arriving at one of several destinations scheduled during my trip, I realized I was in urgent need of a doctor's care. While waiting for my rental car, I called the Customer Service number to determine how to proceed. The agent was extremely helpful and expressed genuine sympathy toward my condition - I could barely speak at that point. She asked me to hold for a moment while she checked my policy. When she came back on the line, and it was just a moment, she told me my policy would cover whatever care I needed and that a claim form would be sent to my email for reimbursement.. She asked if she could help in any other way, and closed the call with, "I hope you feel better soon and can enjoy the rest of your trip."
As a result of my experience, I would highly recommend Tin Leg to any traveler and, in fact, already have. I plan on using the company every time I travel. When you've found the best, no need to keep searching. Thank you for an exceptional experience! Cynthia
I had to cancel a trip because of a family medical situation. The claim was handled promptly and professionally. I was very impressed with the customer service I received. My advice to anyone who may need to make a claim, make sure you have impeccable documentation of everything and you shouldn't have a problem.
My claim was handled professionally from start to finish. Kasey was understanding, helpful and made everything easy. I will definitely use this company again. My claim turned out to be small due to the exchange rate.
When I bought the insurance, the policy said it included travel delay. About a week or two before we left for our trip the airline changed the time of one of the legs of our flight. The leg they changed gave us 2hrs instead of 3hrs to get through customs, recheck our luggage and go back through security. The airlines said it wouldn’t be a problem. Well it was a problem. Our flight came into Miami from London on time, but getting through customs took almost 2 hours. When we got to the counter to check our bags they said we missed the flight so we had to go stand in another 2-hour line for them to get us on another flight. The next flight wasn’t until 2 p.m. the next day. The airline was unwilling to provide any assistance. After calling about my insurance policy they said I didn’t have a claim, because the type of delay I experienced was not covered. I guess once a company gets my money they don’t feel they have to fulfill any obligations they have to me. I was delay by no fault of my own, but yet I am out almost $400 in hotel and meals in the airport plus a lot of aggravation and commitments I missed getting home a day late. Plus, my parents who also had your insurance experienced the same loss and aggravation.
Thank you for taking the time to submit a review of your experience.
I apologize for your negative experience and I understand it is frustrating when you do not receive the outcome you expected.
Unfortunately, missing your flight due to a delay with customs is not considered a common carrier delay and is not covered under the trip delay benefit. We are not aware of any travel insurance policy in the industry that would provide coverage for this reason.
Trip delay provides reimbursement for expenses related to a covered delay, such as inclement weather, mechanical issues, etc.
I am sorry we were not able to provide you with a favorable outcome.
Please contact me directly at 727-431-6591 if you have any questions. I am happy to help.
Again, thank you for providing us with a review of Tin Leg.
First time I made a travel insurance claim. This was for an emergency hospital visit in Lucerne. I provided all the information I could think of, but I still thought the claims dept would require more. Not the case. They approved and closed the case much quicker than I expected and with absolutely no fuss or hassle.
Excellent choice of carriers, excellent service far beyond my expectations.
I filed a medical expense claim, and it was paid in full. I had two issues with Tin Leg:
1. I had trouble downloading Tin Leg's online claim form (the problem was with my printer, actually). I contacted customer service and asked whether they could send me a hard copy of the claim form by mail. The extremely friendly CS rep replied "absolutely!". The form never arrived.
2. Once I got my printer problem sorted out, I downloaded the claim form and noticed that it required me to file a claim with my primary insurer, even though my Tin Leg policy included primary medical coverage. I called customer service, and they confirmed that Tin Leg requires that my primary insurer decline a claim before they will process the claim.
This situation really nullified the whole reason for buying a primary medical coverage policy. I knew that my claim would be declined by my primary insurer, because it was under my annual deductible amount for international travel. So, I saved no time at all in the claims-filing process and probably paid more for the so-called primary coverage policy. I could/should have purchased a secondary medical coverage policy, as I have in the past.
So, eventually Tin Leg paid the claim in full, but I am unhappy with its underwriting policies.
Thank you for taking the time to post a review.
We apologize for the misinformation you received regarding filing your claim through your Primary insurance company first. Your policy comes with Primary Emergency Medical coverage which means you are not required to file with your personal health insurance first.
We have provided additional training to our agents to improve our claims customer service.
Again, we are sorry for any frustration this has caused and we appreciate your feedback.
My husband became ill while we were traveling and looked as through we may need to seek medical attention. While, thankfully, we did not need to do, I was comforted by the detailed information in our policy that guaranteed that we would have been well taken care of. The premium for the policy was absolutely worth the peace of mind we had and will certainly buy again!
Good vaiue and good customer service even though I didn't have to file a claim.
Excellent service. Received refund for cancelled trip in two weeks
I needed stitches while traveling. The cruise ship covered it, but I had been in contact via e-mail with Tin Leg customer service. They responded within thirty-six hours and let me know what to do, if the cruise ship didn't pay for it. I felt comfortable that if I had needed to fie a claim, they would have taken care of it.
$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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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.
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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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