The site is excellent! The side by side comparisons of the different policies saved me a lot of time and made my decision making relatively easy.
I called before purchasing the policy and got extremely good service. The representative was very knowledgeable, friendly and helpful.
The policy was issued very quickly.
Fortunately we didn't need to file a claim so I can't comment on that.
Thank you for the relatively painless experience in buying travel insurance!
Easy to access; easy to compare prices; reasonable prices
The companies both responded quickly when I couldn't find my travel card with insurance details just before I was leaving. Tin Leg was more reasonable than other options.
Very easy to use.
Good vaiue and good customer service even though I didn't have to file a claim.
They were very helpful
Everything was easy, but you really never know what you got until you have a claim.
Needed to contact Tin Leg customer service several times prior to the trip. They were prompt in getting back with us, informative, helpful and generally outstanding to work with. The trip went well, so we have no need to file a claim.
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.
Thank you for submitting your review.
What we found:
Your claim was received on 9/21/2015. You were not contacted because all the required documentation was received to process your claim initially. It was finalized on 10/17/2015.
What we are doing about it:
We are using your feedback to improve our claims processes.
Unfortunately, we were unable to take the planned trip due to emergency surgery (triple bi-pass) on my husband several weeks before departure.
While still recovering from shock of this medical emergency, I contacted Tin Leg and explained the situation. Carmen, in Customer Support, was very
helpful and sent me a link to your claim forms. They were straight forward and simple to complete. The refund was promptly processed.
My husband is recovering nicely and it was great that Tin Leg did not add stress to the situation. Unfortunately, you only hear about the bad
experiences people have with insurance claims. That cannot be said for your company.
I would use your services again and will certainly recommend you to fellow travelers. Thank you, Mary McCurdy
$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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