Contacted them to file claim 2 weeks ago. They have not yet contacted us back to continue claims process.
What We Found:
Your claim was reported on 10/13/16 while you were still traveling. A claims agent contacted you on 10/28/16 to request a claim interview.
What We Did About It:
A claims agent contacted you today to conduct a claim interview and a claim form was sent.
I purchased a travel policy in mid July, after much researching and reviewing various policy offerings. Several weeks after the purchase, my husband went for an annual Dr. checkup. When he mentioned a tingling sensation in his leg, the Dr. ordered an MRI which showed a cyst on the spine. My husband could not get an appointment with a specialist until what was to be the day before our departure. Because we did not know what the Dr. would say at that future visit, we sadly decided to cancel the much anticipated trip. We notified Tin Leg in late July and it is now November. TinLeg continues to tell us they are ordering medical records for Dr. visits prior to the MRI in an effort to find some basis for denying our claim. Apparently Tin Leg is trying to find some medical information that indicates that my husband was not "travel -worthy" at the time we purchased the policy. At no time until the MRI was there any basis for our concern about traveling. We are still waiting for Tin Leg to chase rabbits while denying our claim.
What We found:
Your husband's policy does not include Pre-existing Medical coverage. Additional information was requested from your husband's primary physician to confirm he was stable when he purchased insurance. This is a standard procedure when the claim results from a medical condition.
What We Did About It:
A claims agent contacted you with a claim update.
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.
Tin Leg handled my claim in the best manner possible. I initially contacted them from Portugal after falling and hurting my ankle. Fortunately, nothing was broken but I had torn ligaments in my ankle and foot. A telephone interview took place after we returned home and I e-mailed copies of my receipts to the claim representative. Filing the claim was very simple. Tin Leg reimbursed me promptly for my hospital visit and for my prescription. Great customer service as promised!!!!
Had to cancel due to death in the family However, the cruise line allowed us to rebook the trip. when we informed the insurance company, they transferred the insurance to the new trip and sent us a rebate for the difference since it was a shorter cheaper cruise. Pleasant surprise.
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.
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.
Tin Leg was immediately contacted upon our return home. My husband's luggage was delayed more then 24 hours.
The customer representative gave us incorrect information as to the required forms. We were not told we had to
have receipts for any replacement purchases. We filled out the forms and submitted the paperwork to Tin Leg.
It was a nightmare having to deal with American Airlines to give us the documentation of a delayed bag; we even
had to contact our hotel in Bogata, Columbia, to support our claim of a delayed bag. Over three weeks w.et by
wihout any communication from Tin Leg. We called and were told they had not received the receipts. By this time
receipts had not been kept. Customer Service was not pleasant and said that without the receipts, we would not
be reimbursed. Needless to say we have Tin Leg for the next two trips but will not ever do business with this company.
We have used other companies and when a claim was submitted, the claim was quickly and efficiently handled.
Tin Leg needs to properly train its representatives and communicate with its policy holders.
Sandra & Roy Aders
Very unhappy with Tin Leg. To date I haven't received a refund or explanation of settlement.
I sent in claim on 8-25-2015. To date I haven't received a refund or explanation of settlement
After one month I sent an email because they had not contacted me in any way to acknowledge receipt of claim.
They claimed to have sent a letter to me on Sept. 22, 2015, to date not received.
I contacted them again and they shot a curt email saying that they are evaluating claim. Really, does it take almost 3 months to evaluate a claim?
I am very dissatisfied with the service of this company.
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.Read More
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.Read more
$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
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.Read More