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.
The policy was easy to purchase but everything after that was difficult. I have purchased 6 prior policies from Squaremouth and never previously needed to file a claim. I filed a claim for the first time after a recent trip and after a number of weeks without a response I called Tin Leg. The customer service representative informed me that they had misplaced my paperwork. A few weeks later I called back and received contradictory information from another representative. A few weeks later and after multiple phone calls my claim was rejected. I filed an appeal and this was also rejected after an inordinate amount of time and phone calls. I contacted the Zero Complaint team, and found no effective advocacy. I have since started purchasing travel insurance through a different company and no longer use Squaremouth.
My husband became ill while we were traveling and looked as through we may need to seek medical attention. While, thankfully, we did not need to do, I was comforted by the detailed information in our policy that guaranteed that we would have been well taken care of. The premium for the policy was absolutely worth the peace of mind we had and will certainly buy again!
Your service did not tell me that I need to provide the airline's document that the flight was cancelled until I contacted a few weeks later to find out about this.
We saved and anticipated this month long Transatlantic and Mediterranean cruise for a long time. We were celebrating our 51st anniversary! About 3 weeks prior to the cruise, my husband began to experience severe pain in his lower abdomen. He assumed it was a muscle pull and thought it would go away. The pain continued and the doctor diagnosed a large inguinal hernia that required immediate surgery. We were very upset and we had no other choice but to cancel this long awaited cruise. We cancelled reservations, gathered the required paperwork and filed the claim -- all with the help of the Tin Leg customer service rep. Everyone we spoke to was courteous and most helpful considering how stressed we were. My husband had the surgery and today will see the surgeon for the post-op OK that he is healing with no problems. We want to thank everyone from Squaremouth and Tin Leg who worked with us in settling this unexpected cancellation. Friends of ours were surprised at the expense for travel insurance but we told them it is imperative because an unexpected situation could come up that would result in cancelling a vacation. Thank you to all the staff who helped us with this claim.
Sudden Life threatning illness while on trip. in September 2015. Tin Leg has NOT resolved the claim and has given us no real reason for not doing so in 5 months time.. Very unsatisfactory service and unfair to caregivers.
I changed my vacation from a 10 day to a 15 day and forgot to call and change the length of insurance needed. I did not realize this until the evening before I was to leave. I called customer service and was told that the evening staff could not do anything for me and that I should call the next morning. I called the next morning and customer service was able to extend my trip duration to the 15 days so that I would be covered for my entire trip to Spain and England. Great service and excellent handling of a problem that I created!! I highly recommend Tin Leg to everyone.
This is the third trip for which we've used Tin Leg insurance. Each time we have been pleased with the quote and purchase process and service received when we contacted Customer Service with questions. As we paid for each trip in installments spread out over a period of several months, Tin Leg made it easy to add coverage monthly. I simply sent an email message to Customer Service indicating the increased trip cost and I received a new quote the same day. Because I had a credit card on file with Tin Leg, Customer Service simply applied the new premium to my card each month and sent me all of the proper paperwork reflecting each month's change. While we did not have a claim on two of our trips, we did file a claim on one. That claim was substantial as it involved an emergency air medical evacuation from the Serengeti, a ground ambulance and hospitalization; all of which affected our prepaid lodging and meals. When we returned home and filed the claim, Tin Leg handled it quickly and efficiently. We supplied the paperwork requested and within three weeks had two settlement checks in hand, with no questions asked. We were extremely pleased with their service, the coverage provided and the end result. We would not hesitate to recommend Tin Leg to any traveler and will certainly use them again ourselves. Their premiums are competitive, they offer excellent service, and you can't beat having the peace of mind they provide you when traveling far from home.
Excellent service. Received refund for cancelled trip in two weeks
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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