In one word, a truly "Outstanding" experience, someone I rarely say these days. Upon my return to the U.S., I decided to contact the company since I believed I might be entitled to file a claim.
First surprise: Clearly seeing a phone number listed on the policy. Imagine. Being able to contact someone to "talk' to a human being. None of this " please go to our website for FAQs" nonsense.
Second surprise: When calling, I actually got connected to a live person within a minute. None of the 30 minute hold times where you hear how important you are. Additionally, I was able to understand the individual.
Third surprise: After explaining my situation (and hoping that I was correct in thinking I had a basis for filing a claim), I was told that I was actually able to claim some additional expenses. I was actually speaking with a person who was trying to help me.
Fourth surprise: Filing a claim was easy. I complete a few forms, scanned them, and emailed them to the company. In additional to acknowledging the forms, I am able to follow the status of my claim, which I just submitted. .
Obviously, I am very happy with this company. Assuming I do not receive any surprises with respect to my claim (in which case I will gladly update this review), I highly recommend this company to anyone interested in travel insurance.
And finally, for the record, I have no relationship with this company and rarely complete such a positive review.
Review Updated: 11/30/2015
Outstanding. From my initial attempt to talk to someone to receiving a check in the mail , this company truly treats their customers like they care. It was fast and easy to talk to someone, to file and follow the status of my claim. As promised, once processed, my check was received as promised.
Great insurance and prices. I was slightly disappointed because our cruise was cancelled once we were in Alaska. The cruise line paid for change fees and prices of ticket to get back to FL and refunded the cruise money or said they will. However with the certificate they are giving us to go back on the cruise next year we have to pay for the flight over again. I was hoping that this insurance would cover this but apparently when I called to inquire they told me it would not cover air fare that I have to pay again next year due to cruise being cancelled.
People I talked to before buying the policy were not very helpful and did not have a friendly attitude.
I did not take the trip. I had to cancel because of an unexpected health issue.
After I submitted all the information required, the company still kept asking for more. My cardiologist sent everything they requested, but they still closed the claim. When I phoned and asked exactly what they needed, they finally gave me the dates from which they wanted the doctor's notes of my office visits. They could have done this in the beginning, but, I feel, tried to wear me down so I'd give up.
Had to cancel trip
Told me repeatedly I had submitted the correct paperwork and then would come back asking for more. This happened numerous times, One person would tell me the claim paperwork was enough and then another tell me they needed something else. I tried emailing docs in. They could never receive the emails so I had to hard mail everything, It was a very, very frustrating and long process. I eventually got reimbursed, but it took constant and persistent vigilance on my part, I think most people would have given up. Very, very frustrating. I definitely got the impression they were looking for any reason at all to deny the claim and not have to pay.
My husband was hospitalized the entire trip and the medical dept. kept calling us, sometimes even twice a day to see what help we needed in getting my husband back home. They even contacted the hospital and rehab. facility a couple times. They seemed too helpful, which we're not used to such service. It was amazing!
I'm just filling out all the paperwork now so I'm hopeful things will go smoothly.
Had to file a claim because two people had to cancel for work reasons. They processed claim quickly and without hassle - I followed the directions they gave exactly and things went smoothly. We travel overseas VERY often for work and pleasure and this is the 2nd time in a year we have had to file claims because of canceling for work reasons - both times they paid without problems. Our claims were very legitimate and we had paper documentation to support them and they did what they said they would do.
We had a health emergency and had to go to the emergency room in China. Our tour guide was the best and did everything but the insurance company provided excellent backup and follow through. They contacted us many times until we determined that the issue was minor and we continued our trip.
Our emergency bill was only $30 so we did not file a claim and kept the hospital record as a souvenir.
There was no customer service provided before trip.
There was no customer service provided during trip. Customer service telephone hours of availability were not conducive to traveling internationally.
Insurance carrier sent very confusing forms and requests for documentation (some of which can't be obtained), clearly in the hopes that they will not have to pay out.
The only real contact I had with the company was with the claim after my trip. They were professional and handled the processing quickly.
I now note with the information you provided herein, that the policy period began on 7/18 and ended at the end of 10/4. I requested the policy to begin on 9/20 when my trip began and at the close of 10/4. The date I contacted you to buy the insurance was 7/18. I have gone back to the policy and I now see that the date was 7/18. While I should have noted this when I reviewed the policy, the customer service rep should have asked me about this since I told her that the dates of the trip were 9/20 through 10/4. She basically made the policy effective for the date I called to inquire about obtaining the insurance. This does not make me a satisfied customer.
Multi-Award Winning Customer Service
Squaremouth’s customer service team has been recognized nationally for its excellence. In 2016, Squaremouth received its second Stevie Award for Customer Service Department of the Year in the American Business Awards, the nation’s premier business awards program.Read More
Safe With Our Zero Complaint Guarantee
Every travel insurance policy purchased through Squaremouth comes with our Zero Complaint Guarantee. In the event of a complaint, we will mediate with the insurance provider on your behalf. If the complaint is not resolved to our satisfaction, we will remove the provider from our website.Read more
$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
One of America’s Best Workplaces
Squaremouth is consistently recognized, both locally and nationally, as one of the best places to work. Fortune Magazine named Squaremouth one of America’s Best Small Workplaces and the No. 2 Best Workplace for Women in the nation.Read More