Sales & Service Data

TOTAL SALES
16,029
Since 2008
MONTHLY SALES
0
Average Monthly Sales Since 2008
REVIEWS
215
Since 2008
Overall Rating
4.34 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

16,029
policies sold

0.2%
negative reviews

0.2% (35) negative reviews to sales
Average on Squaremouth is 0.4%

  • 5 stars
    126
  • 4 stars
    41
  • 3 stars
    13
  • 2 stars
    5
  • 1 star  
    10
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Tokio Marine HCC Medical Insurance Services All Reviews

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  • Overall Rating 2 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Response From:
    Squaremouth:
    Kelly Calkins
    Response Received:
    August 26, 2016

    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.

    Was this review helpful to you?

    16 out of 16 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    Many rules regarding pre-certification and many things not covered. Also paperwork is burdensome. I haven't filed a claim yet so my current review may not be accurate.

    Was this review helpful to you?

    0 out of 1 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    I didn't quite like this insurance policy because I emailed someone regarding how I should visit an optometrist and how to file a claim, but no one responded. I paid for insurance that wasn't easy to use. This is why I am not renewing.

    Response From:
    Squaremouth:
    Kelly Calkins
    Response Received:
    July 28, 2016

    Thank you for posting a review.

    We apologize for your negative experience.

    A member of our Zero Complaint team contacted you with information on how to file a claim.

    Please contact us at 800-240-0369 if you have any questions, we are happy to help.

    Thank you.

    Was this review helpful to you?

    5 out of 6 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    I did not file a claim with this insurance company. I only purchased this insurance for primary medical coverage and evacuation purposes. Because my insurance carrier does not cover out of the USA medical costs, I wanted to make sure I had coverage in case the unforeseen emergency happened while traveling. It is also important to think of getting evacuation coverage in case you are traveling to third world countries where adequate medical services may not be available, and you need to be transported to another location. Through Squaremouth I was glad to find coverage which provided for both these needs.

    Was this review helpful to you?

    1 out of 2 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    After I purchased the policy, there was a disclaimer about payments to residents of California. This was not indicated AT ALL in the policy description prior to purchase. I had to call customer service and the person explained that if the underwriter went bankrupt, HCC would not be liable to pay claims in CA. An unlikely event, but something that should have been disclosed in the description of the policy. I would have probably purchased a different policy had I known.

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    12 out of 16 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Atlas America incl US
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Was this review helpful to you?

    54 out of 54 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Was this review helpful to you?

    23 out of 24 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    So far a good experience. However, the reviews I read for HCC are discouraging. I have only seen negative reviews for their claims processing.

    Was this review helpful to you?

    10 out of 12 people found this review helpful

  • Overall Rating 4 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    There were technical glitches. Although I paid using my Amex, because of the glitches the transaction apparently did not go through. I had to call twice about this before leaving for my trip to S. Africa. Then I had to leave for my trip. Then I called back again from overseas, they told me that my transaction did not go through. Then I purchased the insurance for the remainder of my travel. I had to spend a lot of time on the phone with your representatives. They were very helpful and courteous but I had to spend extra time on the phone, which I was not happy about.

    I'd still recommend Squaremouth based on my prior experience.

    Was this review helpful to you?

    2 out of 4 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Atlas International excl US
    Review Received:
    From: Verified Squaremouth Customer

    It took a while for the claim to be processed (about 2 months), but to their credit they did mention a 60-day processing time upfront. I would buy this insurance again/recommend it.

    Was this review helpful to you?

    4 out of 5 people found this review helpful

Multi-Award Winning Customer Service Team

Squaremouth’s outside-the-box approach to customer service has been recognized nationally and internationally, with 13 awards in 5 years. Customer service is part of everybody’s job at Squaremouth. Every employee spends time on the phone with customers each week.

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$30,000 Contest Encourages Reading Policy Documents

To highlight the importance of reading policy documents from start to finish, Squaremouth awarded one customer $10,000 in a secret contest for being the first to read hers. Then, we gave another $10,000 to a children’s literacy charity and $5,000 each to two schools.

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$1,000 Tips Shine a Light on Service

Squaremouth, a company that puts a focus on customer service, rewards 20 outstanding customer service providers in St. Petersburg, Florida with $1,000 cash tips. Then, one received an additional $10,000 as the Thank You Campaign’s grand prize winner.

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One of America’s Best and Fastest-Growing Companies

Squaremouth is consistently awarded for its unique company culture and steady revenue growth. This includes national recognition from Inc. Magazine, Fortune, and Entrepreneur, and local recognition from the Tampa Bay Business Journal and Florida Trend.

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