Sales & Service Data

TOTAL SALES
33,869
Since 2014
MONTHLY SALES
946
Average Monthly Sales Since 2014
REVIEWS
1,389
Since 2014
Overall Rating
4.54 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

33,869
policies sold

0.1%
negative reviews

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

  • 5 stars
    983
  • 4 stars
    261
  • 3 stars
    102
  • 2 stars
    37
  • 1 star  
    6
Top Providers
Tin Leg
4.54/5
RoamRight
4.54/5
Travelex
4.45/5

Tin Leg Reviews


  • 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.

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    4 out of 4 people found this review helpful

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

    There was no support or assistance provided when I was sick and needed transport from a tented safari camp to a city hospital.
    Your service was awful. Claim was paid slowly and partially declined with no information on why or how to re-submit.

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    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!)

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    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.

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    0 out of 0 people found this review helpful

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

    This policy included a travel delay segment, with reimbursements made after a 6 hour delay. Our flight was delayed beyond that time, we obtained a certificate from the airlines indicating what time the flight arrived, kept our receipts for our meal and taxi and turned those in to Tin Leg. The refund was made with no issues.

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    6 out of 7 people found this review helpful

  • 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?

    7 out of 9 people found this review helpful

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

    I had to have surgery. They sent me claim forms that I returned and I was reimbursed about a month later.

    Was this review helpful to you?

    3 out of 3 people found this review helpful

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

    They followed up with me quickly. I provided all the info she requested and the check came pretty quickly.

    Thank you for the customer service you provide. I've told many people about you.

    Thanks,

    Marsha Thomas

    Was this review helpful to you?

    3 out of 3 people found this review helpful

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

    When we had to make changes to our policy it was not a simple process.

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    3 out of 3 people found this review helpful

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

    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.

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    3 out of 3 people found this review helpful

Multi-Award Winning Customer Service

Squaremouth’s out-of-the-box approach to customer service was recognized internationally in 2017, earning a Gold Stevie Award for Customer Service Department of the Year. This was Squaremouth’s first international Stevie and fourth customer service award overall.

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Customer Service is Everybody’s Job

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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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