A nightmare. I broke my pelvis in 4 places falling off a camel in Morocco. You would offer no help unless I filled out forms sent to me by email and have them faxed to you. I had no access to those services just phone. It took 2 days to find a doctor who had fax but he spoke no english and did not understand forms. After a dreadful trip home I had a doctor fill out the documentation and fax them to you. Now you will not answer my phone calls or emails .
This company is useless. They only increased my trauma. I am putting a warning to people traveling not to use this company on facebook and Travbuddy.
The break down of coverage was not clear before purchasing the policy. The knowledge of policy was somehow ambiguous.
I had an issue during my trip and needed a customer service in overseas. It was very difficult to get hold of a CSR. The phone number listed on my policy was incorrect. I had to search online to find an access code to call a collect call. Also, I was not sure which company I had to deal with to get support because the company I bought my policy incorporated its own insurance subsidiaries.
It was a horrible experience dealing with claim issues. \r\nOverall, I will NOT purchase travel insurance policies from Travel Guard again in future.
Travel Guard denied payment for my claim for a small medical bill aboard ship saying "You must first submit medical bills to your health insurance carrier(s). When they have made payment, please send us a copy of their benefit statement or denial letter. Please note, we are not a health insurance company, we are a travel insurance company..."\r\n\r\nI had included a policy statement from my health insurance explaining they wouild not consider a claim until all other insurance companies had paid.\r\n\r\nI again reviewed the policy I purchased and believe the language is clear that Travel Guard should have paid the claim which filed with all "required" documentation.\r\n\r\nI also did not appreciate the snotty letter I received from their clams analyst, Lindsey Shippy. I did my part. I paid for the insurance. I filed the proper paperwork. They refused. I am glad I didn' have a significant claim for Travel Guard. \r\n
Trip had to be canceled with just two days and a month prior to departure due to an accident where I ended up with total knee replacement surgery. I would not have been able to travel, nor navigate for months after. The insurance company requested what info that they needed from my Dr. and the total deposit we had made for the trip was refunded promptly.
justifiable claim was rejected on "fine print" grounds
On November 11, 2013 I had surgery for what appeared to be melanoma cancer. The surgery did show cancer and that I had a tumor on my lung. My doctor told me that I would be unable to travel and he referred me to M.D. Anderson Cancer Center in Houston, Texas. I immediately filed a claim with the insurance company completing all the forms sent me along with a letter from my doctor and copies of lab reports. The insurance company after January 1, requested further info from my doctor and the surgeon. This information was sent by both two weeks ago. I am currently receiving treatment at M.D. Anderson. I, nor any of my doctors were aware of this prior to my purchase of the insurance in October, 2013. Can you help me get my claim for the $8,998 paid?
This claim was processed on Friday, January 31 and is currently going through our standard audit process which normally takes 24-48 business hours. Payment should be released mid week.
Please let me know if you have any questions.
I did everything online before the trip and did not talk to customer service.
We cancelled our trip before we left
Once I supplied all the information that was needed it took about 4 weeks for the check to arrive.
This was a monumental task where I had to do all the work. They got all the needed documents from me but there was no follow up on their part.
Their paper requests for information were harder to understand than when talking to a representative on the phone.
we felt we had to change the plane reservation home, it wasn't a crisis but was a medical necessity, so we didn't even file for the plane fare as it didn't meet their qualifications. Next time we would look more carefully at policies for doing this.
I will not use this company again due to claim issues.
$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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