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 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.
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.
Had to cancel trip 9 months before departure because wife developed an consuming aversion to a European vacation, due to repeated incidents of terrorist violence there. Contacted Squaremouth, who refused to consider a refund.
In contrast, the travel company refunded both airfare, and cruise fees. As a result, I would not recommend Squaremouth to anyone contemplating travel.
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.
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.
I have submitted a claim (within the last couple of days) but I have not heard back from Tin Leg as of yet.
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.
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.
Multi-Award Winning Customer Service
Squaremouth’s customer service team has been recognized nationally for its excellence. In 2016, Squaremouth received its second Stevie Award for Customer Service Department of the Year in the American Business Awards, the nation’s premier business awards program.Read More
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Every travel insurance policy purchased through Squaremouth comes with our Zero Complaint Guarantee. In the event of a complaint, we will mediate with the insurance provider on your behalf. If the complaint is not resolved to our satisfaction, we will remove the provider from our website.Read more
$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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