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We purchased the policy in last Sept. There was an accident occurred shortly after so we called HCC for pre-approval. The staff on-call adviced us to go to a nearby in-network provider, and informed us policy should cover. However, the staff failed to reveal important details: accident occurred too soon may be declined, otherwise we as a customer would try avoid X-ray-s if possible.
Today after trip ended, we called the HCC and they told us they decline this because accident happened too soon since purchase the policy. The customer support (Jeff) just simply stressed the point that "accident happened too soon," without showing any sympathy that we could have avoided this if HCC informed us up-front at our pre-approval stage.
This is not responsible for customer if pre-approval department and claim handling department do not talk to each other: one keeps making promises, the other rejects afterwards.
And I searched this HCC through Squaremouth. I think I did another provider last year through Squaremouth and experience was good. It is unfortunate that Squaremouth disappoint us this time.
I submitted a claim over 3 months ago and I haven't been reimbursed yet or any correspondence outside of the email saying that the processing would be delayed (that was in December. Today is the last day of February). I'm starting to regret the fact that I renewed the policy for my sons.
To be candid, the provider wasn't very response went I sent in my claim. The amount of time it took for the claim to be reviewed was too long. I felt I was the one always chasing after them and there was a lack of a comprehensive response or a follow-up to let me know where my claim was in the process. I just gave up on you all. I travel a/o work abroad often enough and my expat friends and I always exchange information on what's the best travel insurance. Sadly, I will not be able to recommend Squaremouth.
Called with questions about anti-malaria treatment - agent was rude and not very helpful.
Tried calling for hours, and was always a busy signal. No other way to get through to them.
I had an accident. Emailed You and still waiting response.
I had an accident. Emailed You and still waiting response.
Mexican hospital would not accept direct-bill and had never heard of HCC, despite being listed as a direct-bill hospital. HCC has not paid claim almost 3 months after the date of service, when all docs were submitted within a week of service. HCC has indicated that they will not pay emergency claim. I would not recommend this company.
I wrote a few emails to them and they never responded. I wonder what would happen if I had to file a claim.
I considered filing a fraud complaint with the state's attorney general, because these people make it virtually IMPOSSIBLE to file a claim. I needed emergency eye surgery while in Paris. HCC's emergency phone line is answered by a bank, to whom they outsource service. It took multiple international calls to get to the right person who, to be fair, did the pre-authorization quickly. To submit the claim, first I had to print out paperwork (finding a printer while in Paris.. very difficult). To file a claim for the follow-up visits, I had to print out, photocopy and mail over 12 pages of paper from Paris to the U.S. When after 3 months I had heard no reply, I made a couple more international phone calls to learn that they had lost the paperwork and it all had to be re-submitted. (I had to call Squaremouth to find a number; there is no way to reach a live human using the numbers on their website. Squaremouth, happily, provided quick and friendly service.)
I took photos of all the paperwork, condensed the files because there were so many and emailed them all per instructions to HCC, but they rejected that set for being jpeg format and not pdf format. This was not mentioned on their website, nor did the person I talked to say a word about document format. I had to file the second set of paperwork FOUR MORE TIMES before they were satisfied, including sending one form their own instructions said to not send. This was over a month ago. I have received a check for part of the claim, but I also got an email from them a few days ago saying they were starting to process the claim. Infuriating, and incompetent to a point where I wonder if the obstacles were put in place to discourage the filing of claims.
I would really like to speak to the insurance regulators in their home state to blow the whistle on these people. Their service is so bad, it rates as fraudulent as far as I'm concerned.
Thank you for posting a review.
We apologize for your negative experience.
A member of our Zero Complaint team contacted you to discuss your claim further.
Please contact us at 800-240-0369 if you have any questions, we are happy to help.
I submitted my initial claim back in early November of 2017. I emailed them at the end of the month to follow up on my status, and it was in review. I checked online in mid December and it was still "in review". I checked again today 2/9/2018, and it is still "in review". I messaged them again and am waiting for a response. It is ridiculous that it has been this many months and my claim still hasn't been processed.
Review Updated: 03/09/2018
After jumping through countless hoops and constantly following up with the insurance company about my claim, I was finally reimbursed for my claim. When they finally let me know my claim was processed and approved, they told me they would deduct $250 out of my payment due to my "deductible". I had to show them that the policy I had purchased had a $0 deductible, so they had to take another few days to recalculate and reimburse 100% of my claim. I originally submitted my claim in November and was finally reimbursed the end of February.
I was frustrated by the lack of clarity on what I could claim regarding loss of luggage. It was not very clear whether it covered theft of baggage during the trip, so I felt that was misleading.
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