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Travelex paid the full amount of my claim since the company boat we booked for antarctica went bankrupt. We did not travel and I lost about 4500.00 dollars with the cost of insurance.
Covid-19 pandemic created a trip interruption
I have submitted my paper work - March 13, 2020 - and to date have heard nothing. I know this must be a busy time.
Thank you for taking the time to post about your situation.
We do empathize with you and your family and understand that the coronavirus has caused a significant disruption on our society.
In the wake of the rapidly changing and escalating global impact of the coronavirus (COVID-19) outbreak, Travelex Insurance Services Inc. (“Travelex”) is focusing our teams to respond to your questions and inquiries as soon as possible. Our top priority is servicing our clients and we can assure you Travelex is dedicated to maintaining the highest level of professional and ethical standards.
Please keep in mind, that due to the Coronavirus outbreak, the Claim Administrator is experiencing an increased volume of claims. All claims are being processed in the order in which they are received. We appreciate your patience. Any questions regarding status updates on your claim need to be sent to the Claim Administrator by email at firstname.lastname@example.org.
Easy and straightforward.
I tried filing a claim on line. I could not get a claim number to start the process. So I had a chat on line with a rep of yours. His name was Steve Benna, he tried so hard to help me my I could not get a Claim number from you. So In the next couple of days I will try and file again. But it would be nice if you could e-mail me a Claim number to file with. Thank You, Thomas. M. Mc Anally
Thank you for taking the time to post a review on Squaremouth.
We appreciate Steve at Squaremouth trying to assist you with completing your claim online.
We also reached out to our Claim Administrator, Berkshire Hathaway Specialty Insurance Company, on your behalf, to find out the status of your current claim. We were happy to hear that they have contacted you via email with your claim number, and what documentation is needed to adjudicate your claim.
If you have any additional questions or need further assistance submitting your documentation, please contact the Claim Administrator via phone at 1-855-205-6054 or via email at email@example.com, Monday – Friday, 7:00am – 7:00pm CST.
Thank you again, and we hope that you think of Travelex the next time you travel.
So far I've been very disappointed with the claims process with Travelex. After documents are uploaded there's no way to manage what you submitted or review to make sure you included everything. If you're filing a claim with multiple pieces of material it just makes for a cumbersome process since you can't see what you submitted.
I have also been relatively unimpressed with the responsiveness of Travelex. I was asked to submit additional material for my claim (some of which I believe was already provided in the initial claim) and when I had a follow up question regarding the material I was asked to provide it took Travelex a week for them to answer my question.
Thank you for taking the time to express your concerns on Squaremouth.
We are happy to hear that you have been in touch with our Claim Administrator, Berkshire Hathaway Specialty Insurance Company, earlier today and were able to provide the additional documentation. We will also provide your concerns about the online claim process, to the appropriate department.
It is important to remember that insurance is highly regulated, and claim documentation, such as itineraries, are an important part of the process as they relate to the policy details, on the policy purchased.
If you have any additional questions you can contact the Claim Administrator directly at 1-855-205-6054, Monday – Friday, 7:00am – 7:00pm CST.
The process was fairly consumer friendly. Inquiries at this time are so delayed that one could not reach customer service. I fear that a claim, none planned incidentally for this trip, might face the same delays. The corona virus is certainly a factor, but then how companies face crises is the true measure of their competency under pressure, isn't it?
Thank you for reaching out to us on Squaremouth.
Due to concerns about Coronavirus, all companies in the travel insurance industry are experiencing higher than normal call volumes, which has resulted in longer hold times. Should you still have additional questions about your policy, you may also contact our Customer Solutions department via email at CustomerSolutions@TravelexInsurance.com.
While we hope that your trip goes smoothly, in the event that you would need to file a claim, our Claim Administrator, Berkshire Hathaway Specialty Insurance Company is currently adjudicating all claims within their goal of 15 business days, from the time they receive all the required documentation.
Thank you again, and we hope you think of Travelex the next time you travel.
Excellent customer service
I was specifically looking for coverage for travel delay due to weather and it took some digging to get clear information about this.
Square mouth was deceptive with its advertisement of Travelex. They are poor and overrated. Claim's reasons are not clearly defined. Only after It was too late to cancel my insurance or
have a claim paid just because I did not receive a legal letter through the mail. legally stating the terms of the contract that were different than advertised Their claims department customer service phone does not answer with a human rather a recording and hang up. Sharon Henry the claims dept. gives out fault telephone numbers and claims processing is months rather than weeks. Berkshire Hathaway cannot receive phone calls in emergencies and because I did not receive a letter mailed to me my claim was denied.. I still can't get a refund because of their emergency telephone lines do not work. Please help me
Thank you for taking the time to reach out to us on Squaremouth.
We have forwarded your concerns about the phone numbers and claims processing to our Claim Administrator.
In the meantime, as an exception and to be of service, we have refunded the insurance premium. This refund will be issued back to the credit card you used to purchase the policy, within the next 5 to 10 business days, depending on your banking institution.
For future travel, please contact our Customer Solutions Department, about receiving a Visa Letter, to take to the Consulate. Customer Solutions can be reached at 1-800-228-9792, or CustomerSolutions@TravelexInsurance.com, Monday – Friday, 8:00am to 7:00 pm CST.
Multi-Award Winning Customer Service Team
Squaremouth’s outside-the-box approach to customer service has been recognized nationally and internationally, with 13 awards in 5 years. Customer service is part of everybody’s job at Squaremouth. Every employee spends time on the phone with customers each week.Read more
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$1,000 Tips Shine a Light on Service
Squaremouth, a company that puts a focus on customer service, rewards 20 outstanding customer service providers in St. Petersburg, Florida with $1,000 cash tips. Then, one received an additional $10,000 as the Thank You Campaign’s grand prize winner.Read more
One of America’s Best and Fastest-Growing Companies
Squaremouth is consistently awarded for its unique company culture and steady revenue growth. This includes national recognition from Inc. Magazine, Fortune, and Entrepreneur, and local recognition from the Tampa Bay Business Journal and Florida Trend.Read more