Because of health reasons we were not able to make the trip to China. You folks were notified but no refund was given. We were given a credit for future trip but had to give dates for new trip in short period of time. This was not possible so we will lose all premiums paid for this trip.
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.
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.
I needed to change the dates of our trip twice, and that was facilitated easily and quickly.
In the end we were satisfied that the claim was paid unde the cancel for any reason provision of the policy. Claim agents were helpful.
1. Regular customer service hours are too limited--just business hours on weekdays. We had some specific questions about coverage over the weekend and had to wait for a definitive answer until Monday morning. We did try the 24 hour emergency number but were provided only limited and vague answers about coverage details. (We specifically needed to know exactly how the 3 day deadline for cancel for any reason was defined, since it is not clear in the policy language.)
2. Claim form we were provided by email was not the correct form, but the company accepted it anyway. We later found a more appropriate form on-line but did not submit that since the other one was already under way.
Overall it was a good experience and we recommend Tin Leg. Their prices are good and they have a 75% cancel for any reason option--many other insurers only provide a 50% policy.
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.
Price was competitive and signing up was easy. Talked once with a representative who was very pleasant and helpful. Would use again!
Great customer service. Answered questions and provided information to all my questions on a one on one basis. Never had any question that if needed this company and it's personnel would be ready to provide assistance and transportation in a medical emergency. Very comforting experience, we will use them during our next extended travel.
Had a 24 hour flight delay, submitted ALL required paper work to start claim and after 2 weeks of hearing nothing I called to see how we were progressing.
They put me on hold for 15 minutes and then proceeded to tell me they never received anything from me, funny I have a USPS receipt of delivery to their location 3 days after I mailed it. Re-sent the entire package again but this time to reduce the size ( 14 pages ) I made 2 sided copies ( 7 pages ) also got a USPS receipt of delivery to their location! Called again after 2 weeks to see the progress of my claim and they said they received it and it is in the system with the claims reviewers.
Nothing again for almost 3 weeks, called again placed on hold until they located someone who was handling the case, the said they have been trying to reach me because page 2,4,6,8,10,12 and 14 were missing. I told them to turn the pages over, Oh the person said this information is on my computer and they scan all claim information into the computer data base.and no longer have any paperwork. Looks like someone did not scan the back sides of the documents. Now this time I emailed the missing pages to the claims agent, finally they confirmed they had all the necessary documents.
Again 3 weeks passed and I had not heard anything. Made contact with claims, and they said that they were working on it.
This claim took from August 18th 2015 when I submitted it to Today December 15th 2015 when I finally got the 3rd of 3 checks. ( we had 3 travelers ) and they screwed that up too. Almost 16 weeks to process a claim for $333.00.
Communication on their side was non existent. They had all of my contact information, phone and email but they never contacted me once.
I would not recommend Tin Leg to handle your travel insurance needs.
Filed claim 9-11-15. Followed up 9-30-15 when did not get notification that it had been received. Spoke to Amanda and was told claim was there and in review should hear in 2-3 weeks. It is now almost 4 weeks later and have not heard from anyone except for this request to review the quality of your service. Irma Mottley
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