My wife and I recently went on a 10 night Cruise and one of our hard side suitcases was damaged sometime between when we left it with the porter and when it arrived in our stateroom. I immediately notified guest relations on the ship of the damage and they did the best they could to repair and patch the crack in the suitcase so I could at least get my belongings home. I completed the damage report with the cruise line at guest relations while on our cruise and took pictures of the damage before they attempted to fix it. Upon our return home, after our trip, I called Tin Leg Claims department to file a claim for the damaged luggage and the claims representative Kasey was great to work with. She helped me complete the claim form and I submitted my pictures of the damage along with the claim form and the damage report from the ship and fortunately I kept my receipt when I purchased the luggage which helped establish the value. My experience with Tin Leg was a very good one and I will plan to purchase my next trip insurance policy with them. On a completely separate note we had 2 people on our cruise ship that had to be air lifted off the boat by helicopter due to medical conditions. I always recommend travel insurance especially for such a long trip and anytime you go out of the country. I am grateful we only had to deal with a broken suitcase and not a medical evacuation!!
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
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.
Thank you for taking the time to submit a review.
Typically, the claims department will contact you within 5 -7 business days of receiving your documentation.
I apologize we did not contact you in a timely manner.
I can confirm your claim was processed on 09/21/2015 and an items needed letter was sent on 09/22/2015 requesting proof of payment as well as confirmation of refund.
If you have this information, please forward it to firstname.lastname@example.org.
Please contact us at 866-887-7108 if you have any questions before sending in your documentation. We are delighted to help.
Again, I apologize for any inconvenience this has caused you and we appreciate your feedback.
Cancellation for reasons of illness was expeditiously handled once forms were submitted.
I had to file a claim for illness before departure date. My experience if filing claim and receiving my money for it was excellent! It approximately 2 weeks for the full payment reimbursement to be received. Thanks Square Mouth for the great service.
Most excellent. The claim was processed in a timely manner.
I have already used them again.
Well it subject to review. We were unable to travel as my 85 father had urgent surgery.
I let them Tin Leg know 3 days before trip. Faxed all info on the 8/28. Waited a week called and told them I received no acknowledgement of fax. Told to wait. Called back 8 days later at which time they acknowledged fax but told to wait again. So if they come through I would be willing to change review.
Thank you for taking the time to post a review.
We apologize for your negative experience and understand it is frustrating when you do not
receive the service you expected.
The claims process can typically take 30-45 days. I confirmed with our claims department your claim was received on 8/31/15 and was paid on 9/18/15.
Please contact us directly at 866-887-7108 if you have any questions. We are delighted to help.
Again, we are sorry for any frustration this has caused and we appreciate your feedback.
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