Fractured foot a week before my spouse and I were scheduled to go on a cruise. Sent in all the paperwork as requested by Tin Leg customer service rep. We were kept informed of claim status with a weekly email. Claim was settled very promptly and we were reimbursed for what we claimed. We would use Tin Leg again and we would recommend them to others based on our positive experience.
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.
Tin Leg has been very slow to respond and although the claim was submitted almost three weeks ago they have not indicated their position, even though the factual situation was very straightforward and medical certifications have been submitted. The claim involved a medical evacuation in Nepal and required a significant up-front payment. We are quite disappointed in their failure to respond. Based on their lack of response to date I would not recommend this policy.
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.
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.
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 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.
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.
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.
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