I filed a claim in June. They said they did not receive certified letter that I sent..I showed proof of receipt took them another week to "find" my claim. They asked for more MD reports which were sent a month ago. They keep stalling...saying they need more..I have sent all of the papers ....my MD report, daughters spinal X-rays with dates of surgery..they keep saying they can't fine report ...
This insurance company makes it terribly difficult to submit a claim.
-They not only require a receipt for food/lodging (which is fine), they also want to see those charges listed in your credit card bill. Wouldn't it be enough to see the receipt?
-They also require you to get letters from hotels and airlines that they did not give you a refund - who does that??? So I am now supposed to call all the hotels and the airline and ask them for a letter. The airline says they have no such letter to send.
- Obviously, I paid for the insurance so that is why I am sending them a claim. Now they want proof that I actually paid for the insurance (not only an e-mail confirmation of the insurance plan but also the credit card bill that it went through.
- Same as above, I paid for the airfare that is why I have an e-ticket. They also need proof that it went through my credit card so they are asking for a copy of my credit card bill.
-So now I have a 1/2 inch stack of paperwork for my claim.
-Now, they are denying to pay 100% of my claim and I'm only asking for food and lodging.
The processing of my claim took 3 and 1/2 months. Insured International made extensive demands for medical records after the doctors form was completed. This was intrusive and not warranted as reason for cancellation was medical necessity: cancer diagnosis. The insurance company was looking for any way to avoid paying the claim. They eventually paid but not before delay in the midst of s medical crisis. I would never recommend this company.
Every thing about purchasing the travel insurance was routine. We purchased the insurance within a day or so of purchasing our tickets, and were assured if we did that any pre-existing conditions that might occur between the time we purchased the insurance and we left on the trip would be covered. We purchased the tickets and insurance in mid-summer 2011 and planned to leave for Ethiopia on Jan. 7, 2012. We felt confident that we were dealing with a reputable insurance carrier.
Although I had fallen on Christmas eve, a quick trip to emergency room and a CAT scan and x-rays revealed no broken bones, only deep bruises. I asked doctor about making the trip to Ethiopia in 13 days. He said I'd be 85-90% healed and should be able to make trip with no problems. I made the trip but my leg did not get better. With walking on it through very difficult areas, the leg hurt more and got worse to the point that I was having to use a wheelchair whenever one was available. About a week and half into trip, my friend and I made the difficult decision to return to the U.S. We called the emergency hotline, were assured that we did have medical evacuation insurance that would cover the pre-existing conditions. We needed a doctor's exam to state that I was physically able to travel. We found a doctor to come to the hotel and fill out the seven pages of forms that we had faxed from the travel assistance emergency number, and he agreed that my overall health was very good and that I could travel. A series of phone calls to the travel assistance number and insurance carrier back and forth over a period of two days resulted in more than $400 in charges to our cell phones because the carrier/emergency travel assistance staff would not call us on the hotel room phone as we requested but kept calling our cell phone numbers. After we messaged the medical documentation to the company, we waited for their assistance. What we got was this: we're sorry but our doctor has reviewed the forms and said because your fall occured before you left, you are not eligible for any assistance from us. We had wasted three/four days, received nothing but a run-around and NO ASSISTANCE of any kind. With the kind assistance of the Ethiopian hotel staff, Ethiopian Airlines, and an Ethiopian tour company, we were able to fly from Ghondar to Addis Abbaba,then work our way back to the United States. We did this all on our own. It took four days (Monday until late Thursday night) until we arrived home. We were told that we could file a claim but it was doubtful whether it would pay. I will file the claim, along with receipts and documentation. I will be surprised if I receive a penny. Information we received when we were considering purchasing this insurance was misleading and deceitful. The assistance we received was none, and in fact cost us several hundred dollars for their calls to us.
I have not yet filed the claim but will do so later this week. I am recovering from a complete hip replacement sustained during the fall which was undiagnosed.
It was easy to buy the insurance, and the basic information seemed clear. But in retrospect, you should carefully read all the fine print in the full description of each item of coverage. This is available only by going to the company's website and clicking on the Description documents (as you can see the full detailed policy only after you buy it).
They gave me phone numbers that I could call, because I needed to change my tickets on two different airlines --- but did not really offer anything else.
1. It took TravelInsured 6 weeks to let me know they weren't going to reimburse anything, because my mother (whose death required my interrupting my trip) had a "pre-existing condition" --- defined as "any condition which required medical treatment or treatment was recommended by a legally qualified physician" --- which pretty much defines the majority of people over age 65.
I'd actually paid extra for the "Cancel for any reason policy", because there was a possibility that the conference I was traveling to attend would be canceled; so I hadn't read the fine print in the rest of the policy.
2. I also hadn't realized that any non-prepaid expenses incurred from having to change your airline routing (such as buying another airline ticket and food and hotel costs for 20 hours of layover, that were not part of the original routing) are not reimbursable. This may be true of all travel insurance. I'd purchased insurance for 5 other trips, but had never made a claim before, so do not know.
3. They said they would have waived the "pre-existing condition" if I'd insured all my nonrefundable prepaid expenses. At the time I bought the insurance, I was sure that my conference fee was refundable, as the sponsors had notified us that they might have to cancel, so I hadn't included it in the total. But I'd insured myself for a grand total of $1,078, and the only other prepaid expense that I included in the claim was a $59 air ticket. Because my $399.47 claim included the fee for the unattended portion of the conference ($342.86), they refused to reimburse even the $59 airline ticket that I'd had to throw away. (Had to buy a new one for twice the price.)
Interestingly, the people you speak with before buying the policy are very friendly, but once you've purchased, the experience is fairly unfriendly.
So I will never purchase travel insurance from TravelInsured again, and will read all the fine print I can find, before purchasing the next policy.
They took our money and provided a policy.
We did not contact anyone during our trip about the interruption. We waited until we were back home.
We were forced to evacuate Hatteras Island, NC 5 days into a 14 day trip due to Hurricane Irene and the devastation left during and after the storm. They insurance company is being extremely difficult and has not paid the claim, even though I have PROVIDED ALL THE DOCUMENTATION. The reason stated was that "Evacuation" was not a covered item. So I resubmitted and stated that vacation housing was "uninhabitable" because of "Natural Disaster at the site of Your destination which renders Your destination accommodations uninhabitable." The town where the vacation house is was had a mandatory, State evacuation for tourists from 8/24/11 through 10/10/11. Even with all this information, they still have not paid the claim. Proof of payment was submitted, copy of lease and mandatory evacuation notice sent to us was submitted. I will be taking this claim information to the local news consumer advocates and an attorney and will never buy insurance from anyone associated with Squaremouth again if this is not satisfied immediately. It has now been 60 days and this is completely not necessary.
We had a 24-hour delay on the outbound flight and submitted a claim for additional transportation expenses and loss of one night's lodging. Travel Insured handled our claim in a professional and courteous manner, and reimbursed us promptly. We are very satisfied with our experience.
We had to cancel our trip beforehand due to medical reasons. The process to submit a claim was very laborious and burdensome; however, once everything was submitted the claim was processed and paid in a timely manner.
Very easy to compare prices and customize the insurance package.
We had to make a claim due to a delay in travel. I called them from the airport, and they were very helpful, explained what documentation I needed to keep and best of all told us not to worry about filing anything until we returned.
We received only half of our claim because we arrived at our destination in time to spend the night in our room (around 9:00pm). Half was reimbursed to cover any activities/events missed during the day. (original arrival time was supposed to be 12:30pm)
Prompt payment of exactly what I expected after our Trip Delays. I've never had to make a claim before and Travel Insured made the first one painless - and helped alleviate the pain of two days of missed vacation.
$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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