Trip Mate processes claims for TravelSafe and TripMate has been an absolute nightmare to deal with! Only one CSR has shown any knowledge or understanding. The company obviously looks for every way possible NOT to pay a claim. One of the worst service companies I have ever dealt with.
The amount of paper in the documentation needed to submit a claim was cumbersome. I had to contact them to request an update on my claimant after eight weeks. I felt if I have not contacted them they would have never completely processed my claim. I was disappointed in their service.
I bought the policy online, so I did not have any customer service before the trip. The documents I received online list a policy number, but when I called regarding a claim, I was repeatedly asked for my plan number, which is not listed anywhere in the document.
I called for information on what type of medical assistance is covered, and it took them forever to look up my plan, because I did not have a plan number. Then they simply told me to see a licensed physician but did not give me any information on the documentation I would need for the claim.
I was told to print out forms and pages 1,2,and 4 printed out. I also could not find the release of info page. The information on the form does not match what is needed: this is considered a primary claim so I do not need to submit to my insurance company first as directed. THe plan number given to me on the phone in England is not my correct plan number. I had Travel Safe mail me forms, and I am still missing page 3. Tried to go back online to print it, and they could not find me.
My husband's suitcase was delayed for 24hours and we had to purchase some emergency items. When I returned, I submitted a claim. It required laborious documentation including itinerary, etc. I had to submit it snail-mail because of all of the pages involved. Weeks later, no action then about one month into the claim, a letter saying that the claim went to Travelmate. Then, we got a letter saying that they needed "additional documentation". After multiple phone calls, I ascertained that the file at Travelmate was missing the some of the documents though she did find the itinerary(apparently couldn't figure out that is what it was). The claim was finally settled on January 16th and we received the check on January 24th. This is at least two months after the original claim and they didn't pay the full amount(about $5 less)for some unknown reason.
My experience is that travel insurance companies take an incredible amount of time to process even small claims. I find this unsatisfactory and I really worry if there was something big(ie medical claim)This needs to be improved.
We had to cancel our trip due to death in the family.
Thus far, we have heard nothing back from the insurance company TravelSafe. We have had to initiate everything. Our claim has not yet been resolved. We have heard nothing. We are NOT impressed with this carrier and we will not use them again.
Please accept our condolences for your loss. When you notified our office of your claim, we sent you a claim form, and based upon the information you later submitted, we determined that the loss is one specifically excluded by the policy. We understand your disappointment to learn that your claim is not covered, but the claim decision was made according to the policy provisions. We are sorry we cannot respond more favorably.
Had a lot of problems with my trip, multiple cancelled flights, luggage lost for days, many extra expenses. The travel insurance helped recoup much of the finacial losses. Excellent service and coverage, I will never travel without this type of insurance again. Thank you !!!
Purchased Travel Safe insurance for a cruise,travel partner become sick the day we were to leave on our cruise. Called Trip Mate and they emailed claim forms. I filled them out, mailed them in and five weeks latter I have my check.
Our son was sick and we needed to call the nurse hotline. She was extremely helpful and resassuring.
We actually had multiple claims, one for delayed luggage (three people) and one for an illness (my son suffered sunstroke). Filing the claims online was extremely easy and phone support was very helpful as we were having trouble with the airline getting the proper documentation. The website claim status feature was especially useful so we always new the progress of our claims. We would highly recommend TravelSafe and have already purchased another TravelSafe policy for our next vacation. Hopefully we won't have to file any claims this time!
When inquiring about additional car rental insurance I made 3 phone calls to carrier with little or no help. I finally called Square Mouth and all was taken care of.
I had to change my departure and return dates and contacted TravelSafe to modify my policy. Even though it was weeks before the departure date, TravelSafe refused to change the coverage or refund the premium. They simply confiscated my money for nothing.
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Squaremouth, a company that puts a focus on how to treat customers, rewards 20 who do the same.
BY KATHERINE SNOW SMITH
Times Staff Writer
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