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.
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.
Very long to pay claim + their support people do not follow through ... Very poor
I originally purchased this insurance for my wife, myself and infant child before our trip to Chile. We were planning on staying with my in laws in Santiago for 2 and a half months. As nervous as I was about this excursion the last thing I wanted to worry about was health insurance. So I went on the website and found this company. After calling a customer service affiliate and asking questions I purchased this plan for only 60 dollars for 3 people. I was exstatic, what a good deal I thought.
That was the only good thing about this experience.
On arriving in Chile my whole family got sick in the first week. So I called seven corners to inquire how to pay the care cost. This is when I found out that they don't pay for you, you have to file a claim when everything is said and done to get your money back. I thought, okay no big deal I can do that. So 2 months go by and we each have a visit to the doctor.
Upon arrival back in the USA I file the claim as specified on the website. This is where the true fun begins. So after waiting about 4 weeks for a check I called to see if they had any updates. At that time they said they had sent one check for my claim and my son and wife's claim were still pending. I thought this was strange since we sent everything together. I informed them that my check hadn't arrived and the cs rep said to wait 2 more weeks and call back if it still never came.
So I waited the amount of time plus a week and in the mean time received an email saying I needed to update my address. I called again and updated my address and checked on the status of the other 2 claims. The cs rep told me the other claims were stuck and hadn't even been processed and that the check would be mailed out in 3-5 business days but could take 3 weeks.
So after another 4 weeks of waiting patiently I decide to call again. At this time they inform me that my check had not been issued yet and the 2 other claims still hadn't been processed. In total I have been waiting over 12 weeks for reimbursement and at this point I don't even know the status of all the claims. My dates of contact were: Feb 20 file claim
April 7 check on status of check
April 14 email for new address
May 25 call to see check and claim status (still not completed?
Today: still waiting for reimbursement.
So my review is 1 star. The people were nice, but if you want to have reimbursement nightmares buy the cheap insurance. You get what you pay for!
The Squaremouth site provides a convenient and user friendly tool to compare the travel insurance policies of several different companies and select the appropriate coverage for the trip. We selected the Tin Leg Standard policy for our trip to South America. We had to cancel our trip due to medical reasons. When I contacted customer service to get assistance and instructions on filing a claim, the representative sent an e-mail stating that the claim forms were attached, but there was no attachment. I wrote back to her, again requesting the forms, and this time she sent the wrong forms (Seven Corners vs Tin Leg, although the forms seemed identical except for the logos). During a phone call to customer service, I was instructed to download and complete the proper Tin Leg forms. I completed the claim forms, sent the claim by registered mail, and received confirmation from the postal service that the claim was delivered on September 21. I received nothing from Tin Leg. In early October, I contacted customer service by e-mail and provided our change of address, as we were returning to our winter home in Arizona. I received an e-mail response advising that our claim had been updated with the address change. For the next 5 weeks I heard nothing from Tin Leg.....no request for more information, no status of the claim, nothing. It was very disconcerting to hear nothing for such a long period when dealing with what for us, was a very large amount of money and a straight forward claim. A simple, short e-mail advising that no additional information would be required and the claim was being processed would have been appreciated and appropriate. On November 6 a check for half of the claim amount arrived. It had been mailed to our old address and then was forwarded to our Arizona home. Three days later, a second check for the rest of the claim arrived, also forwarded from the old address. The EOBs attached to both checks state in the remarks section: "Letter has been sent under separate cover." It is a week later, and no letters have been received.
The comments above are not serious complaints, just my observations and concerns. It may be that in today's impersonal, digital way of doing business, customer service and keeping the customer informed are not a priority.
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.
we didn't contact company while we were away; our lugggage was delayed for 3 days and we just filed a claim last week. I called company before filing the claim and talked to someone who apparently isn't very customer friendly. she answered my question but clearly wasn't engaged in the process. we'll see how our claim is resolved
A week before we were scheduled to leave for a month long trip to France, my husband's 90+ widowed mother was hospitalized. We had to cancel our trip in its entirety so my husband could deal with his mother's hospitalization, rehab, and subsequent admission to an assisted living facility as he is her health care proxy. As soon as we realized we had to cancel our trip, I called Tin Leg on a Sunday. They scheduled an intake interview for the next morning with Brandi. She took the information, explained the process, told me what documentation was required, and patiently answered all my questions. We had booked everything ourselves and had several thousand dollars of non-refundable expenses. In two weeks, via the on-line upload system, I submitted the documentation proving what we had spent (in US Dollars), and that it was non-refundable, e.g. credit card statement (everything except the claim part blanked out), and either emails from the vendors confirming they would not refund our money or the original confirmation of booking stating the cost was non-refundable. The next morning I received an email approving the entire claim, and had check in hand four days later. The process could not have been smoother.
Lessons learned: 1) Call as soon as you know you have a claim so the case worker can explain exactly what documentation you will need for the claim.
2) If dealing with hospitals and doctors, get the required forms to them right away and make sure they submit them directly to Tin Leg. Nothing will get approved without submission of those forms.
3) Once you confirm Tin Leg has the medical documentation, prepare the rest of your package and submit in its entirety, not piecemeal.
4) Write a cover letter summarizing the situation and itemizing what documentation is included. It will save back and forth between you and the case worker.
5) Create a single PDF of the cover letter and documentation, and it will load immediately on the website.
I have purchased trip insurance many times and never had to use it. This is our first policy with Tin Leg. I very rarely write reviews, but the service was so outstanding I felt I had to write this review.
My granddaughter had an allergic attack and went into anaphylactic shock 3 hours into an 8 hour flight from Italy to Boston. From the plane to a waiting ambulance and then to Boston Children's Hospital. The event was frightening to all aware of the issue. I contacted Tin Leg Insurance, which I had purchased, to let them know what was happening. After a week of hospitalization she finally recovered and came home.
Throughout the process of filing a claim Tin Leg was attentive, informative and incredibly kind and understanding. Every communication from them started with an inquiry as to how my granddaughter was doing. Additionally, the people who called were supportive to my daughter, the child's mother, who was dealing with everything alone in the hospital as her husband had to stay home and continue to work. I just can't say enough about how wonderful the people at Tin Leg are.
The claim was huge and was paid without complaint or argument. An insurance company actually paid the claim without challenge. They also paid all the extra expenses that my daughter incurred during the hospital stay.
Noone in our family or who hears the story will travel without coverage from this company. I am shocked to hear myself praising an insurance company!!
I cannot say enough about how wonderful Tin Leg is and Squaremouth where I found Tim Leg while web-surfing for basic information. THANK YOU for listing this incredible company. I will be posting my thoughts on the website as I believe people looking for travel insurance should know about this company.
I have submitted a claim (within the last couple of days) but I have not heard back from Tin Leg as of yet.
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