I expected a nightmarish experience and I was already depressed being sick and having missed my cruise! What a surprise, fast and efficient as well as polite and wishing me to feel better!!! AMAZING! Got my money back in a matter of days! Kudos to Tinleg!!!
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.
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.
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.
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.
No strike coverage? Air France had a work dispute and cancelled our flight. Have your attorney read the cryptic policy and understand the doublespeak. When they have to explain to you how a strike is not covered you know the language is intentionally suited to not have to pay your claim. My parents where on the trip with us on the exact same flight yet bought Allianz and had no issue with their claim for the exact same flight and issue. Do trust this company or use their insurance. Maybe I am old but who ever heard of not covering an airline strike?
I got under 50% of my medical bills reimbursed (210 out of 500+).
I got rejected the first time, for a reason which wasn't true, re-submitted my claim and got it accepted.
Never got notified of the rejection, so I had to call to get the case re-opened.
The second case got stalled at a step, so I had to call to follow up again.
And I'm still waiting to get my claim cheque. So really it's still unfulfilled.
Whole process felt like, and still feels like you're trying to **** over the 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!)
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.
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.
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.
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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