During my recent trip, the expedition ship that I was traveling on was unable to clear customs in Russia in the city of Provideniya. It was not clear how long this delay would last. Concerned that I may be delayed and unable to make my return flights, I contacted Square Mouth to inquire if I could get help in rebooking my flight if needed and if I would continue to be convert by my policy, if my trip was extended. I indicated in my email, that I did not have access to any phone service. I am delighted to report that within hours, I received a personal email from Brandi Morse, Claims Director, indicating that I would received help if needed and indeed my policy would be extended for up to 9 days. Brandi further clarified my benefits and the process I would need to follow, if indicated. Due to a lack of email, I was unable to further contact Brandi. When I finally did get to my email, there was an email from Brandi asking if I did require assistance. I was thrilled to share with her that I did not. I found her personal email very comforting and the level of service, exemplary. Other passengers did not receive the same level of service from their respective travel insurance companies. As I prepare to book my next vacation, I will definitely get another Squaremouth plan.
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.
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!
Tin-leg did not refund Airline cost of trip. After 3 calls to claims office I found out they needed documentation saying that no refund was issued from USAir. They sent me no explanation of benefits. Very disappointed for a high rated company on your website. I purchased the best policy too.
I needed to change the dates of our trip twice, and that was facilitated easily and quickly.
Company service is slow, which is why I'm still waiting to hear appeal on my claim, which they initially denied, for a rather bogus reason, imo.
It's a huge pain to get thru on the phones -- I've been disconnected at first almost every time I call -- but they are extremely slow to respond to email. And then the response, after several days is usually some auto reply.
What I've been told over the phone by agents is contradictory. Whether they approve my claim or not, I'd say stay away from this company. Filing and appealing a claim is an incredible, frustrating, time-consuming pain.
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.
I was absolutely impressed with how Tin Leg handled my claim. My health insurance, Health Net, has yet to produce an EOB for the health portion of my claim submitted to them shortly after returning home from our trip. After five months of haggling with them, I finally called Customer Service at Tin Leg to let them know the situation. I was told to go ahead and file my claim with Tin Leg so they could expedite the review process when I did finally receive the EOB from Health Net. I submitted all of the information with a detailed cover letter explaining what had happened on vacation and the situation with Health Net. I then traveled out of the country for three weeks figuring I'd follow up with Health Net yet again when I returned home. (By the way, we had Tin Leg coverage of this most recent trip too.) Of course there was nothing from Health Net three weeks later, but I was pleasantly surprised to find two settlement checks from Tin Leg fully covering the claim. I was so relieved both by receiving the settlement and not having to continue to deal with Health Net. It was very gratifying to have Tin Leg follow through on the insurance we had purchased. We have used Tin Leg on two other trips without incident, but knowing that Tin Leg "had our backs" when we most needed it, ensures we will not hesitate to use their insurance coverage again and highly recommend them to others. Thank you for your great coverage and excellent customer service.
The only reason I did not give Tin Lag a five star rating in one of the categories was because I found the process of adding to our premium monthly a bit cumbersome. We purchased our travel package on a no-interest monthly payment plan and as such needed to increase the Tin Leg coverage each time we paid a travel premium. Since we knew the total cost we'd end up paying, it would have been nice if there was a more automated way for Tin Leg to increment the premium each month.
Thank you again for everything you did for us. We will definitely use Tin Leg coverage again and will recommend Tin Leg to others.
We had our baggage lost for six days going and 1 piece lost for 1 day returning. We went to Papua New Guinea and had to travel 4+ hours to retrieve our luggage on not very nice conditions and all they reimbursed us was $19.02 the actual money outlaid to travel to get our luggage. Not any reimbursement for doing without our things for 6 days or the time it took to retrieve them.
I was very dissapointed and would not use this insurance company again or recommend them to anyone else!!!!!
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.
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