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.
For a claim of $108. I was jerked around evert time I called. I had to explain to your claims dept US medical terminology, interpret the Germsn word for "paid", did not receive phone calls back ftom a supervisor for 3-4 days, and had to provide documentation that didnt pertain to my claim, and was told inaccurate status of this on several ocassions. It was the worst customer service I have ever seen! It wasnt until I contacted my attorney, and advised a supervisor of my intent to sue you that my claim was paid! I will never purchase a travel policy from your company again and have advised all my well traveled friends and travel groups, as well as my fellow employees st Carnival Cruise Lines as well. I also intend to report your very poor service to A.M.Best and the Better Business Bureau, and The State of Florida , Department of Insurance (where you have permission to sell policies) of your improper handling of claims for your customers.
I've been trying for 3 months to get my claim from Tin Leg. I had a flight cancelled for more than 24 hours due to a mechanical issue for which my policy stated I was entitled to 150% of the trip cost.
After speaking with numerous customer service representatives and a supervisor, they will only grant me "Trip Delay" even though it is clear through documentation that I'm entitled to about $2,000 more via "Trip Interruption". The process has not been pleasant and they continually have delayed and ignored my requests. They recently offered me a $25 gift card as a peace offering due to not responding in a timely fashion. I will be seeking legal counsel soon if they don't resolve my issue in the next week.
Our trip was delayed for medical reasons which added $2,000 in airline fare. Our claim was rejected on dubious grounds. If we had canceled the trip (which we considered), we would have been refunded $15,000. Tin Leg should have refunded us the $2,000.
Tin Leg was also dishonest. When I called on Feb 4, I was told by Rachel that a decision will be made in a week. Today, Feb 9, I received a letter dated Jan 30 rejecting our claim.
We would never recommend Tin Leg.
Tried contacting Tin Leg numerous times with the number they provided on our policy. Each time we got a voicemail. Always called during normal business hours as listed on policy, but they were never available. Even tried calling the 24 hour emergency response line and got nothing. Left a voicemail regarding a lost wedding ring and whether or not the policy would cover it, and we never got a response. Even if it's not covered, we warranted a response to our voicemail.
I would not recommend this insurance company based on the fact that their business hours listed are wrong, and/or the number they provided me was false. I intend to follow up with someone about this, but unfortunately have no way of doing so.
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.
My husband and I filed a claim with Tin Leg for cost of medical services and the portion of our trip that we had to cancel due to illness. They paid for the doctor visitm but did not pay the amount that we prepaid for the tour we missed. They said that the doctor did not specify that we not take the tour. However, we feel that is a Catch-22 situation since we had to miss the tour to see the doctor for our illness in the first place. I have called Tin Leg and was referred to Kathy Haught. I have called and left messages, but she has not returned my calls. They received 3 stars because they at least paid for the medical services, but I would have appreciated some service regarding the denied portion of our claim.
I have submitted a claim (within the last couple of days) but I have not heard back from Tin Leg as of yet.
My claim is complete and I have not heard back as to when it will be paid.
Thank you for submitting your review.
What we found:
You did not receive a timely update on your claim.
What we did about it:
An agent contact you to confirm your claim is in the final stages of review and will be processed by the end of the week.
Tin Leg Offered a good policy at an attractive rate. easy online purchase experience.
However, forms to file a claim were not always clear.
I dropped off the claim forms because I live near your office. when I didn't hear back, i called after 10 days and was told there was "no record" of receiving my claim. Rep said she would "search manually" and then called to say she located it.
Claim was paid after considerable delay and because the airline fully refunded our fares, Tin Leg actually had to cover only half of the nonrefundable total which i had insured.
your time line for payment should be shorter and consistent with the 3 week time period your documents note.
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