I had a family emergency and considered canceling my trip. I contacted customer service on the phone and explained. The representative was nice and helpful on the phone. She said she would email the forms in case I needed them. I provided my email address and guess what they never came. Why is follow through so difficult nowadays??!!?? I'm glad I didn't have to actually make a claim.
I think you should provide a simple flyer that gives a simple step by step procedures to take, with contact numbers and emails, in the event that a covered incident occurs. I know that info is there, but I felt I had to wade through quite a lot of legalese. At times, I felt more like I was being warned than being protected.
I don't remember seeing the emergency help hotline number or email - it was probably there somewhere, but, to me, it wasn't clear - I would have had to sift through all the verbage if something happened. The only contact I had with with either squaremouth or travel insurance international was via computer / email. Since I thankfully did not need to make a claim, I have no idea about the quality of claim service. I do wish I had received a simple document on how to proceed in the event of a serious covered incident. I never heard from the carrier during the trip.
Customer service reps were friendly and even open to small talk. A few days later when a question popped my mind I found the line busy, so I just left my number. Indeed, I felt important when not just one, but two, returned my call as quickly as possible! That's efficiency.
Just what we wanted - no fuss purchase and then forget it.
Had no occasion to contact you during trip.
We were making an emergency trip to see a friend who was dying. There was the chance she may have died before our intended departure. The customer service person who helped us found a policy which would have provided coverage in that event. We are VERY pleased with your company and the service it provided. Fortunately we were able to see our friend before her parting. Thanks so much.
did not use
Like with most Insurance, didn't need but comforting to know it was there if we did
Did not have to make a claim
I felt comfortable while traveling knowing that if anything happened I was properly covered.
Fortunately I did not need to place a claim.
Had no reason of contact or experience carrier service during the trip.
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BY KATHERINE SNOW SMITH
Times Staff Writer
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