Sales & Service Data

TOTAL SALES
32,709
Since 2004
MONTHLY SALES
265
Average Monthly Sales Since 2004
REVIEWS
1,261
Since 2004
Overall Rating
4.34 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

32,709
policies sold

0.5%
negative reviews

0.5% (158) negative reviews to sales
Average on Squaremouth is 0.4%

  • 5 stars
    728
  • 4 stars
    272
  • 3 stars
    103
  • 2 stars
    33
  • 1 star  
    46
Top Providers
Tin Leg
4.56/5
RoamRight
4.53/5
HTH Travel Insurance
4.46/5

TravelSafe Reviews


  • Overall Rating 2 out of 5
    Policy:
    Classic Plus
    Review Received:
    From: Verified Squaremouth Customer

    I was completely unsatisfied with the outcome. First off all I heard nothing from them the entire time between filing the claim and receiving a check in the mail. I even called them because it was over their time frame. They were supposed to call me back in 48-72 hours but 4 days later I had to call them again to find out what was going on.
    In the end they didn't give me the amount I believe I should have gotten. I contend they owe me another $250 but they refused. I even appealed the decision and was turned down.
    I would never ever use them again.

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    77 out of 116 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    Before Trip
    We were forced to cancel our trip and never went. I called and requested a refund on my premium payment of $120. I'm not sure if I qualify for this or not but the girl I talked to on the phone said she'd find out and call me back but never did. Please contact me so we can talk more about this. Thanks.

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    13 out of 16 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    I don't necessarily want to file a complaint, but I do want Squaremouth and TravelSafe to know that I am disappointed at the difficulty I consistently experienced in reaching Travel Safe and their claims administrator TripMate about submitting a claim and all followup contact to determine progress of the claim. Every phone call to TripMate required a 10-15-minute wait on hold. I would say that half of the customer service personnel were unfriendly, curt, and did not volunteer information or provide anything other than a perfunctory reply. Two exceptions to this were "Sierra" and "Patrick" who were pleasant and polite.

    I filed my claim with supporting documentation on March 16, and this was recorded as received by TripMate on March 22. When checking my claim status online, it was noted that a folder and label had been prepared on March 29. When I checked on April 19, no further actions were reported. I called and spoke with Sierra who told me that she didn't know why it was stalled and that she would ensure that it was expedited. She called again two days later to say that it was still in process. I made several more calls over the subsequent weeks, but the expedited claim was not settled until May 8, 2017. The settlement was for the full claim amount and I received the checks on May 13.

    I'm glad to have this claim resolved satisfactorily, but I am frustrated that it took longer than anticipated and seemed to be inexplicably stalled throughout the process, even after it was flagged to be expedited. It is also frustrating to have to speak to TripMate staff over the phone who obviously hate their jobs and have no customer service skills or interest.

    I have used Squaremouth to select and purchase travel insurance policies five times. I have always appreciated the service, ease of comparison, and the high ratings, and I have always felt secure in doing so. This is my only claim to date. I should clarify that I received no contact from TravelSafe before my trip.

    Response From:
    Squaremouth:
    Cheri Cummings
    Response Received:
    May 16, 2017

    Thank you for your review of TravelSafe.

    We apologize for your negative experience. We understand you had trouble reaching the claims department, however the claim was approved and checks received on May 13.

    Please contact us if you would like to discuss this further, our Zero complaint team is happy to help.

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    5 out of 5 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    I received very conflicting information every time that I contacted TravelSafe. The first 2 times that I contacted Travel Safe Claims, they said that my medical insurance was secondary. The customer service representative actually told me that I needed to submit my receipts for medical expense to "my primary care doctor." I insisted that I had purchased primary medical insurance. Finally, after speaking with her supervisor, the customer service representative confirmed my assertion. I still have not been able to get in touch with Travel Safe to complete the claim.

    Response From:
    Squaremouth:
    Kelly Calkins
    Response Received:
    January 10, 2017

    Thank you for posting a review of TravelSafe.

    A member of our Zero Complaint team contacted you to discuss this further.

    Please contact us at 800-240-0369 if you have any questions, we are happy to help.

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    5 out of 5 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    I did not need to use the insurance during the trip. My flight was cancelled due to a snowstorm at the destination. When I returned home I put in a claim because I was delayed at an interim city for a few days. Claim was handled very well.

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    8 out of 9 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    I was very unhappy with the way in which our 2 claims were handled. I saw a doctor about a broken rib when I was on a trip to Europe. The claim was paid in the wrong currency and this took an appeal and 2 months to put right. In addition, due to a 8 hour flight delay we were left stranded at an airport at 1am on New Year's day. We had no option other than to hire a taxi to take us to our destination 24 miles away, as there was no public transport options operating. The claim for the taxi fare ($130) was denied on the pretext that , and I quote from their letter in response to our appeal, "While you were delayed arriving at your destination, once you reached your Trip destination you were no longer delayed and any covered delay expense must be incurred while travel was delayed". I could not get any of the representatives to concede that the airport was not our destination....and that our trip was not completed until we reached my mother's home, in the early hours of New Year's Day. For some reason that they could not explain, they insisted that the trip was over when we reached the airport.....on our way to staying at my mom's home. I had never given any itinerary so they just made this up, to get out of paying the claim. This process took almost 4 months.....and included 3 appeals letters.....and hours of my time. If you think that, when you buy insurance from this company, you will be covered if you are stranded at an airport in the early hours, in the middle of your vacation....you will be mistaken. I am not sure whether TravelSafe is responsible for this debacle or "TripMate" which administers the company's claims.

    Response From:
    Squaremouth:
    Cheri Cummings
    Response Received:
    May 4, 2017

    Thank you for posting a review of TravelSafe.

    We apologize for your negative experience.

    A member of our Zero Complaint team will contact you to discuss this further.

    Please contact us at 800-240-0369 if you have any questions, we are happy to help.

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    7 out of 8 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    Called because my flight was delayed 3 hours and was told that the insurance I have won’t cover anything because I have a stopover. I missed my flight and it ruined my trip.... don’t use this company

    Response From:
    TravelSafe
    TravelSafe:
    Amanda H
    Response Received:

    Good Afternoon Levi,

    Thank you for reaching out to TravelSafe regarding your concerns. I am sorry for the confusion and frustration, and would like the opportunity to see if there is anything we can do to clear this up. It looks like there is not a claim filed for your policy number. Did you file a claim? Depending on why the flight was delayed, there may be options available to you. Additionally, we do have a satisfaction guarantee with our policy. It is outlined on all of our plan documents that you have 14 days to decide if the coverage works for you. It is designed to reimburse customers prior to travel when they are not happy with the coverage, so long as they have not filed a claim or received a fee for cancelling their trip.

    While we cannot guarantee the outcome of a claim, we would like to help resolve this issue. We’ve provided some information below based off of the information you’ve given us. Please let us know if you have any questions on how to get started with a claim. You can call TravelSafe at 888-885-7233.

    I have provided a link to the Florida insurance certificate which you purchased. Click here to review the plan.https://agent.travelsafe.com/doc/certificate/FL/6061 Note Section I. for the plan’s effective date and Section II. for information relating to the benefits and following coverage,

    Trip Interruption and Missed Connection: Coverage begins when You depart on Your first scheduled Travel Arrangement (or if You must use an alternate travel arrangement after Your Scheduled Departure Date to reach Your Trip destination, on the Scheduled Departure Date) for Your Trip. This is Your “Effective Date” and time for Trip Interruption and Missed Connection.

    MISSED CONNECTION If You miss Your Trip departure because Your arrival at Your Trip destination is delayed for 3 or more hours, due to:
    a. any delay of a Common Carrier (the delay must be certified by the Common Carrier);
    b. documented weather condition preventing You from getting to the point of departure;
    c. quarantine, hijacking, Strike, Natural Disaster, terrorism or riot.
    We will reimburse You, up to the Maximum Benefit Amount shown in the Confirmation of Benefits, for:
    a. Your Additional Transportation Cost to join Your Trip; and
    b. Your Prepaid expenses for the unused land or water Travel Arrangements.
    These benefits will not duplicate any other benefits payable under the Policy or any coverage(s) attached to the Policy

    Claim Procedures: Notice of Claim: Notice of claim must be reported within 20 days after a loss occurs or as soon as is reasonably possible. You or someone on Your behalf may give the notice. The notice should be given to Us or Our designated representative and should include sufficient information to identify You.

    You can file a claim by calling 1-888-411-5378 or visit our claims website here: https://www.travelclaimsonline.com/TSF

    Again, please let us know if you have any questions. We are here to help you any way you can.

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    4 out of 4 people found this review helpful

  • Overall Rating 4 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    I filed a claim in September 2016, sent to you all papers requested and still nothing solved and reviewed . Claim # ID#6243654 I hope you find a time to contact me.

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    4 out of 4 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    Travel Safe required an immense amount of documentation in support of the claims I filed (copies of passports showing entry and exit stamps for the country we visited, air receipts, lodging receipts, etc). All of this could be "technically" reasonable and necessary, but we'll see how Travel Safe responds.

    For example, they wanted bank or credit card receipts as proof that I paid for a policy with them. Instead, I sent them my receipt from Squaremouth. It should serve the same purpose. Will they accept it...I don't know! We'll see. As a consumer, I was ultimately left with the impression that Travel safe was giving themselves any/all possible pretexts to deny a claim or hassle you, if they so choose. We'll see if they do that. I hope not. I sent them pretty exhaustive and complete claims (no jokes - it took me HOURS to compile the photocopies they requested), And, my claim is SMALL - a $40 (USD) doctors visit, and a lost luggage claim for which they are only a secondary payee, after the airline pays out.

    Squaremouth should provide onsite information about how often or not your customers have been able to successfully file claims with an insurer, when filing a claim has been needed. That info seems almost as important as the price of the policy itself, and FYI, I use Squaremouth for all my travel insurance policy purchases.

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    6 out of 7 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Classic
    Review Received:
    From: Verified Squaremouth Customer

    ABSOLUTELY HORRIBLE EXPERIENCE. FILED CLAIM 3 MONTHS AGO AND STILL NO SETTLEMENT. WILL NEVER USE PROVIDER AGAIN. POSTED RECOMMENDATION NOT TO INTERACT WITH THIS COMPANY ON EVERY SOCIAL MEDIA SITE. NEVER USE THIS COMPANY

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    7 out of 9 people found this review helpful

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