We filed a claim for expenses relating to a weather-related flight delay and a forced overnight hotel stay. The claim was processed quickly; we received a check for the entire amount claimed. Would purchase this insurance again.
The exclusions that applies to "all coverages" is appalling. There is no coverage relating to any mental health, normal pregnancy, service in the armed forces, declared or undeclared war, and numerous other conceivable situations. Personally, I found the magnitude of these exclusions ludicrous, and I had to cancel my trip on behalf of one of the many exclusions. While I will be filing an appeal, they did deny my claim after my first submission, and there seems to be little hope that they will reimburse me. Please, fellow consumers, be sure to read their "fine print" so that you know what you are getting into. I was not thorough enough when I read it, and it is now costing me excessively. My recommendation, of course, is to purchase from a company other than Travelex. I will never purchase from this company again, and I strongly encourage you to do the same. If there is any chance at all that you will have to cancel or that you will experience problems on your trip, you do not want to have to deal with Travelex, as the chances of receiving a reimbursement are ludicrously low.
Below is the link to the policy that I am describing (I purchased the Travel Select policy). The beginning of the exclusions begins on page 6 of 13. If you care to read through them, I expect it will frustrate you as it did me.
I hope that this review can help others avoid this company, as you should avoid them, but if you do still choose to use them, at least you have the forewarning of what you are getting.
Review Updated: 08/29/2017
My largest issue with submitting a claim came because of the exclusions that applied to my policy. The reason I had to cancel my trip unfortunately fell under one of the exclusions, so despite that my reasoning was serious and necessary, I was not able to receive a refund. The exclusions on the policies include some things you'd never expect to be there, so please read all the "fine print" before purchasing this policy. I didn't look closely enough, and I deeply regret that now, when I am out all the money from my trip.
Thank you for taking the time to post a review. Travelex appreciates you bringing any of your concerns to our attention.
With regards to your concern about the Travel Select coverage, the comparison website allows you to compare the benefits, coverages, rates, and exclusions of the insurance plans offered by several different Travel Insurance Companies.
We are sorry to hear of your frustration. The protection plan purchased is a Named Peril Policy meaning the policy outlines the coverage included and if the reason for trip cancellation or trip interruption is not listed, coverage does not apply. The Travel Select Policy you purchased offers 17 different reasons to cancel or interrupt your trip, please see the attached Description of Coverage for a list of covered reasons on pages 12 & 13.
The Description of Coverage is available on the comparison website to view prior to purchasing. It was also emailed to you, along with the Confirmation of Coverage, at the time of purchase on April 15, 2017 at 2:23pm. The Description of Coverage is a summary of the plan details, which includes the benefits, coverages, limitations, and exclusions.
The exclusions listed on the plan are standard in the Travel Insurance Industry and do reference very specific scenarios. For example, if you are hospitalized due to a non-physical illness, this is not excluded, as the exclusion says, “mental, nervous, or psychological disorders, except if hospitalized.”
“Normal pregnancy or resulting childbirth (except for complications of pregnancy)” is an exclusion in the policy. However, if “you become pregnant after the effective date of coverage” is listed, as an eligible reason for cancellation on page 12 under Trip Cancellation and Interruption.
Lastly, the Travel Select plan offers a Professional Pak Upgrade, which offers coverage for the following cancellation reason: “You or Your Traveling Companion have a previously approved military leave revoked or experience a military re-assignment.”
While we do have exclusions in our policy, we do strive to create products that work for the different scenarios that consumers might experience while traveling.
Travelex makes every effort to review all concerns from our clients and we hope this provides clarification.
You have my date of purchase wrong. I bought the insurance for the month of March (30 days)
I realize I am behind the times by not having a cell phone...but that's the way it is for me. I did have a health issue and contacted the number given to me. He was helpful, but with a combination of having unhelpful people in the town I was in in the Netherlandsd and not having my own cell phone I was unable to get medical assistance. I think you need to take into consideration that not everyone has a cell phone. also, keep in mind that some doctor's offices will not allow you to use their phones.
We had some unusual issues and concerns after buying the insurance, but before the trip. The Travelex customer service reps went out of their way to address and resolve our concerns and we do not hesitate to recommend them and would buy from them again for future travel.
Will never use this company again. Do not honor claim
Both squaremouth and travel ex provided EXCELLENT customer service. We filed a claim and it was handled easily and efficiently.
Thank you so much for your kind words.
It’s important to our company to hear that our claims processes are fair and reimbursement for losses are received promptly.
We look forwarding to insuring all your future trips!
I purchased a "cancel for any reason" policy for a recent trip that was scheduled. Unfortunately, "any reason" occurred, and I was unable to go. I filed my claim, provided the documentation they requested (mostly receipts and confirmations), and within a week had the money deposited back in my account. It was MUCH easier than I expected. I will definitely use this service again. Thank you Travelex!
Thank you so much for taking the time to post your review.
We are sorry to hear that your trip did not go as planned, but we are happy that our claims process was easy and that your reimbursement was quick.
We look forward to insuring all your future trips.
When we contacted the company they gave us an 800 number to call and file a claim while we were traveling. We left a voicemail and it was never returned. We have since called back the company and are in the process of filing a claim.
Made a typing error n spelling name. Called for assistance. The Customer Service Representative was quick and friendly and corrected the spelling error on line. I also received a followup email acknowledging the change.
Thank you for taking the time to post!
We love to hear that our Customer Solutions Representatives were kind and helpful.
We look forward to insuring all your future trips.
My luggage was broken into by baggage handlers. I contacted your organization and the amount of buerocracy and requirements were insurmountable. I specifically got the insurance incase of this type of thing, but who actually saves every receipt? How do you know if you've been robbed unless you inventory your luggage at the airport? How can you file a claim with an airline when luggage handling is outsourced and no one knows who the compamy is? When trabeling internationally there is also a language barrier.
It was a terrible experience compounded by your unreasonable requirements.
We thank you for taking the time to put your concerns in writing and are sorry to hear of your frustration.
I have contacted the Claims Administrator on your behalf and have been advised, that to date, the completed claim forms have not been received by our claims department. The Claim Administrator has also advised, that to date, they have not received a phone call or any correspondence from you.
The Claims Procedures and “how to facilitate prompt claims settlement” is outlined on page 21 of the attached Description of Coverage, which was also emailed to you on December 24, 2016 at 4:28pm, when the policy was purchased.
We empathize with your unfortunate situation; if you haven’t already, we recommend contacting the airline responsible, by filing a claim online.
Please note that insurance is highly regulated and in order to validate coverage, completed claim forms and documentation (including documentation from the airline) are an important part of the claim process as it relates to the specific conditions as listed in the plan purchased.
If this information is incomplete or inaccurate, please feel free to submit the applicable claim forms and documentation to the Claims Administrator and they will gladly assess your claim.
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