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.
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.
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.
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 was on our way home in the Chicago airport and had what I thought was a broken toe. I had broken it just before leaving for the airport. I called the insurance co from the airport to tell them that I was going to the doctor when I returned home because there was no way to get to a doctor at the sirport. The person on the phone said it wouold not be covered since I would go when I returned. I explained that it was not an emergency and this was the last flight to Raleigh nc airport that day and we then had to drive 3 hours home so I know enough that you usually can't cast a toe but I thought I might have broken it badly and needed it x-rayed but had to wait till the next day since we were leaving very shortly after I hurt the toe and knew if I went to the doctor and missed the flight, not only, according to the person on the phone, would the insurance NOT pay for a new flight, but also NOT pay for a hotel room that night. I told her I needed to make this flight and then see my doctor the next day which I did. I DID break my toe but did not need to see an orthopedist and the doctor then taped my toes/foot after seeing the x-ray. I wanted the insurance co to pay the copay for the doctor visit and what my inurance co did not pay for the x-ray. I have not summited my claim yet but according to the person on the phone I probably won't get any help. Why then have the insurance not help you if something literaly happens on the way home, call the insurance co to alert them of what happened and you can see your own doctor the next mroning. I broke the toe at 10 am, left for the airport at 10:30 and got on the plane at 12 noon. Arrived in Raleigh and drove home arriving at 7:30 pm on a Sunday after flying 15 hours from China which made us in a 12 hour time difference and exhausted. We just wanted to get home. There weren't any urgent care places open on Sunday night and I didn't need the emergency room so the best thing to do was see my doctor the next day.
I have not written a claim yet. Will do it next week. Am still recovering from extreme jet lag.
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.
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.
We cancelled our trip prior to scheduled departure
Unfortunately we had to cancel our trip at the very last minute because of an injury. The claim was efficiently handled by the insurance company after we provided the requested documentation and we received payment within thirty days of the claim.
Unfortunately, althoughI was able to go, my wife had to cancel her trip at the last moment. The claims process was easy and courteous and was processed extremely fast. I would recommend this insurerer unreservedly.
We had to cancel our trip for medical reasons. It took almost 6 weeks after we sent them our paperwork to receive our refund. They did pay and we would recommend them.
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BY KATHERINE SNOW SMITH
Times Staff Writer
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