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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.
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.
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.
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 !!!
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.
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.
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.
I have deliberately waited until my claim was finalized before submitting this review.
Unfortunately, I had to cancel my trip a day before scheduled departure because of injury. I promptly submitted the claim and substantiating medical information to Travel Safe. While I wish processing could have been quicker, I do understand that thorough review takes time. On the few occasions that I called to make inquiry or obtain further information, I always received courteous assistance.
My claim was honored with two payments (one land portion; the other flight arrangement). I was happy to have had trip insurance and would use Travel Safe again. So yes, I can recommend both Squaremouth and Travel Safe.
this was a massively horrible drawn out claim process (2 months) to get a $75 suitcase replaced after it was damaged by my airline. further when final payment was made today I was advised that there was a deduction for depreciation. I was not made aware of this when I bought the policy and was told when I bought it that the insurance was replacement, not replacement - depreciation. I would never buy another product from this company again and will tell all of my other travel companions about this company. Insurance is supposed to be piece of mind, not another hassle.
We have purchased the same TravelSafe Classic policy for each trip we have taken the past 5 years (3 international trips per year). We are very happy with the policy and customer service and will continue to purchase this policy. The times we have had to make claims, customer service has been very helpful and we experienced no issues with claim reimbursement.
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