Sales & Service Data

TOTAL SALES
31,120
Since 2014
MONTHLY SALES
754
Average Monthly Sales Since 2014
REVIEWS
1,327
Since 2014
Overall Rating
4.53 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

31,120
policies sold

0.1%
negative reviews

0.1% (43) negative reviews to sales
Average on Squaremouth is 0.6%

  • 5 stars
    935
  • 4 stars
    249
  • 3 stars
    100
  • 2 stars
    37
  • 1 star  
    6
Top Providers
Tin Leg
4.53/5
RoamRight
4.53/5
Travelex
4.45/5

Tin Leg Reviews


  • Overall Rating 2 out of 5
    Policy:
    Luxury
    Review Received:
    From: Verified Squaremouth Customer

    The material provided to me via email, including the proof of insurance card, would not print on my iMac. I called customer service. The rep had no clue what to do. He suggested if I was dissatisfied that they would cancel my policy. Wonderful customer service, NOT. This is from a company that claims to offer 24 hour customer service. I worked about an hour with a very computer savvy neighbor to solve the problem. The promise of a return call when their more knowledgeable expert arrived never came. Wow! At least their non service orientation is consistent.

    Response From:
    Tin Leg
    Tin Leg:
    Brandi Morse
    Response Received:

    What we found:
    You contacted us on because you were unable to print the policy documentation that was emailed to you after you purchased your policy.

    Our agent was not able to determine why the documentation would not print and reported the issue to their supervisor.

    What we did about it:
    We apologize for not providing you with a solution. The supervisor determined there was a technical error that prevented your policy from printing. This error was corrected and a policy was re-sent to you immediately. However, we neglected to call you back to confirm you could print the new documentation.

    Response From:
    Squaremouth:
    Kelly Calkins
    Response Received:
    September 1, 2016

    Thank you for posting a review.

    We apologize for your negative experience.

    A member of our Zero Complaint team contacted you to discuss this further.

    Please contact us at 800-240-0369 if you have any questions, we are happy to help.

    Was this review helpful to you?

    6 out of 6 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Luxury
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Was this review helpful to you?

    9 out of 10 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Luxury
    Review Received:
    From: Verified Squaremouth Customer

    My luggage was delayed on my return flight. I called customer service to file a complaint and was told I wasn't covered for return journey as I should already have clothes at home. I told them I am moving to the country I was just in in a few week and left all my stuff there except what was in my suitcase. After a while on the phone they said I could buy a shirt and pair of pants and they would reimburse me. Spend very long time filling out paper work, waited weeks for a reply only to be told they wont cover the cost. Even thought they assured me on the phone when I called that they would. I would not have bothered wasting to much time to file the claim if they would have told me the truth in the beginning.
    No point using them if you may need to file a claim!

    Was this review helpful to you?

    9 out of 10 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Luxury
    Review Received:
    From: Verified Squaremouth Customer

    I haven't received a settlement or any information about my claim other than that they have received my paperwork.

    Was this review helpful to you?

    8 out of 9 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Luxury
    Review Received:
    From: Verified Squaremouth Customer

    Price was competitive and signing up was easy. Talked once with a representative who was very pleasant and helpful. Would use again!

    Was this review helpful to you?

    52 out of 78 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Luxury
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Was this review helpful to you?

    28 out of 41 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Standard
    Review Received:
    From: Verified Squaremouth Customer

    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

    Was this review helpful to you?

    7 out of 8 people found this review helpful

  • Overall Rating 4 out of 5
    Policy:
    Luxury
    Review Received:
    From: Verified Squaremouth Customer

    I have submitted the paperwork and have been waiting for a call. I scheduled for a call last week but did not receive the call at scheduled time or at other tim. I am still waiting to get paid for the medical visit.

    Was this review helpful to you?

    4 out of 4 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Economy
    Review Received:
    From: Verified Squaremouth Customer

    I did not completely understand the policy limits vis a vis reimbursement of airline ticket costs and those could be explained better.
    We had to cancel our trip because of my wife's illness and we filed a claim for which we received insufficient reimbursement of covered expenses; we are appealing the claim now and that is why it is not yet complete. I have been in touch today with Brandy Morse who is helping sort out the issue of insufficient reimbursement as it relates to your Zero Complaint Guarantee(one of the main reasons we used Tin Leg to begin with!)

    Was this review helpful to you?

    4 out of 4 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Standard
    Review Received:
    From: Verified Squaremouth Customer

    I purchased trip insurance through Squaremouth because I used them on a previous trip, and I found insurance that was less expensive with better coverage than the insurance offered by my tour company. I found the process to be easy. Unfortunately, my wife was hospitalized 3 days before we were scheduled to depart, so I filed a claim. The Tin Leg web site explained the process well, and filing the claim was not particularly difficult because I had only two expenses to claim for -- the tour company's and the air ticket agency. Once I documented the claim properly and submitted it, I received full payment within a few weeks.

    Was this review helpful to you?

    0 out of 0 people found this review helpful

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.

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Safe With Our Zero Complaint Guarantee

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.

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$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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One of America’s Best Workplaces

Squaremouth is consistently recognized, both locally and nationally, as one of the best places to work. Fortune Magazine named Squaremouth one of America’s Best Small Workplaces and the No. 2 Best Workplace for Women in the nation.

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