My experience with Travelex I would rate as poor. However, dealing with Squaremouth Zero Complaint Dept was excellent.
They were able to get the claim processed with Travelex without their help who knows.
Our claim was processed quickly and paid in full.
We are not pleased with the results of the claim. Travelex chose a date for our cancellation of the trip (the date my wife initially visited a doctor) which is not the date that we cancelled the trip. By doing so, they reduced the amount of our claim by 25%.
I am not sure how to proceed. Should I work with you or contact Travelex directly?
We are in the process of submitting a claim at present. The phone assistance that we received on the day of, and immediately following, my wife's accident appeared to be primarily concerned with limiting the insurance company's exposure. I had requested assistance in booking an immediate return flight, and the agents said they would take care of it. This was never done, and when we reached the airport 2 days later, all seats had been sold for later that day and for the next. I wait in the airport for many hours before i was able to obtain seats on another airline on my own.
Have purchased many policies from Squaremouth, and this is the first claim. Our return trip was interrupted due to Storm Leon
and when I telephoned Squaremouth claims, from Johannesburg asking about assistance the answer was less than satisfactory.
I reserve judgement until the outcome of the claim.
I did not have contact with the carrier before the trip
We had to cancel this trip, so we cannot comment on the insurance carrier's service for this portion.
Our claim was denied, even though our trip was canceled due to a family emergency that caused our hosts to travel overseas for a medical emergency. Our claim was denied as the emergency happened overseas. We felt this was very poor on the insurance company's part.
This will be the first time we've ever had to file a claim, so it's hard to rate them until the claim is satisfied (proof is in the pudding). Thus far they have been very helpful. I can't believe the mounds of paperwork that you must complete though!! Save every piece of paperwork would be my advise and if you have to pay something in cash, i.e. taxi - don't expect to be reimbursed.
My only issue with this process is that there is no response when you submit a claim - no confirmation that it was received and no feedback as to what you might expect in terms of a response time. Given the time that the paperwork requires I'd think a simple email confirming that the claim had been received would be an easy and reassuring thing for Travelex to add to the process.
Overall quite satisfied with SquareMouth and TravelEX. Multiple problems due to airline cancellations upon return to Chicago O'Hare Intl likely due to FAA Air Traffic Control Center fire of 2 weeks ago. Smaller, regional carriers impacted on short notice resulting in multiple flight cancellations, extended delays, having to obtain alternate ground transport, etc. Collecting data at this time and have telephonically advised insuror of pending claim.
I didn't need to access any travel insurance benefits this trip, however my past experience with this company and claims filed have been excellent regarding responsiveness, and also a supportive attitude in calling in past travel concerns that came up. I'll use this company again and again.
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