The trip had to be cancelled due to illness with one of the travelers. This is the basis of the claim. I notice that TripMate is handling the claim. I assume that they are a subcontractor of TravelSafe. This has me a bit confused. I chose to rate 3 stars because the online claim form did not allow the user to modify the claim document after a certain point in the completion process. I had new information that substantially changed the claim. The only was that I could convey this information was to click submit, print the improperly completed claim form, handwrite the proper information on the form and then send it in via snail mail or fax. Users sould be allowed to modify the form up to the time that they click "Submit". TripMate customer service had to explain this to me when I called for help. They were very responsive.
Review Updated: 05/15/2017
We had to cancel our trip due to illness. Southwest Airlines allows cancellation and issues Travel Funds that can be redeemed within one year of original ticket purchase. Unfortunately, due to time and health limitations we were not be able to use these Travel Funds. We were pleased that TravelSafe took this into consideration and allowed refund of our tickets as part of our claim.
The paperwork for our claim was necessary, but still cumbersome. TravelSafe uses TripMate for managing claims. The claim website allows a claim to be initiated, but does not permit changes after a certain point in the online process even if a submission has not actually executed. Users cannot back track and update a page on the claim after this point. This means that all future changes must be made on paper and not via web access. Users must print the form as it had been completed and then add handwritten updates. This should be easier to do than the current process.
The other issue is that it took almost two months to process our claim leading us to wonder how much priority TripMate is giving TravelSafe claims. Overall, we felt that TripMate staff were professional and responsive to our needs. The only issues were technical and staffing capacity for handling claims.
We appreciate your review and making us aware of your dissatisfaction with the claims system so that we may address any issues. Your honest feedback is helpful. Trip Mate, Inc., is the claims administrator for the TravelSafe policy you purchased through Squaremouth.com; we assure you that customer satisfaction is a high priority, and so we looked into your claim. We found that you printed the claim form on March 16, 2017. After the claim form is printed, no changes are allowed to be made. Of course, upon reviewing the claim form, should you find that you inputted information in error, you can always correct any error(s) on the claim form you print and submit to the claims administrator, as the claim is reviewed based upon the plan provisions and the documentation submitted with the claim. Thank you again for sharing your experience with us, and should you have any questions regarding your claim, feel free to contact our office or the claims administrator directly.
I had to change the date of our travel by one day, from Sunday to Sunday to Saturday departure and return. The process seemed more difficult than it needed to be.
The claim process takes a long time to process. It took 7 weeks from the time they received my claim to make payment. I felt they required extensive documentation, such as proof that I paid for my trip insurance they issued! A lot of hoop jumping.
While it took a couple months, we were reimbursed for the total amount of the claim. We were satisfied with TravelSafe and would recommend.
Customer service through Travelsafe directly was rude and curt. Their website was also far less helpful than Squaremouth, with unclear directions about how to fill out the application form. I went back and applied through Squaremouth and had a much better experience. I won't have to make a claim, so I can't comment on their actual service.
Did not take the trip!
Totally disappointed - received nothing back. The Certificate indicates "YOU" cancel; however, despite the fact that "I" DID NOT CANCEL the trip, refund was refused.
I purchased the insurance to cover plane tickets for my 87 year old mother, my daughter and myself because I was buying the tickets about 9 months before the trip and I knew there was a possibility something could go wrong. My mother was hospitalized a few days before the trip and was unable to travel. Because I paid for the tickets with travel points from a travel reward card I was told I was not eligible to receive reimbursement. The tickets were worth over $800 a piece and nothing asked me at the time I signed up for the insurance whether any part of the amount I was insuring was paid for with points. I paid a very hefty premium to insure an (at the time) 86 year old woman when I should have only insured myself for the cost of the Delta ticket exchange. To add insult to injury, Delta said we would all have to travel by early September of this year because that's when the tickets expire. But my mother is unable to travel and my daughter leaves for college in mid-August so she can't travel. So I just lost $2,400 worth of plane tickets....yes, they were paid for with points but that shouldn't matter...they were paid for...and that's all that matters!! I will NEVER buy from TravelSafe again and I'm not sure I trust Squaremouth either because they do not make is VERY CLEAR that anything paid for with points is NOT covered by insurance. EXTREMELY disappointed with this experience!!!!!!!!!!!!! Rest assured, I'm telling everyone I know about the experience so they don't make the same mistakes.
Review Updated: 07/13/2016
Buyers Beware! If you are paying for your tickets with travel rewards points, (their policy calls them frequent flyer points...even though they aren't the same thing)TravelSafe will NOT reimburse you for the cost of the ticket. My 87 year old mother was hospitalized 2 days before our trip and could not travel. I called to make a claim and they told me I wasn't covered. I had purchased the tickets almost a year in advance (popular destination) so the premium I paid to cover all three traveler's tickets were based on the value of the tickets (and the fact my mom was old). I paid a needlessly high premium for no reason because they didn't cover me. They refused to even refund my premium, which I thought was a good compromise since they weren't shelling out any claim money. And the square mouth satisfaction guarantee...no help at all. If you are paying with points...any kind....DO NOT INSURE YOURSELF FOR THE VALUE OF THE TICKET...because TravelSafe sure won't pay. I will NEVER buy insurance from TravelSafe again and will very likely not use Squaremouth because their satisfaction guarantee doesn't really do anything.
Thank you for making us aware of your complaint.
We are sorry to hear your claim was denied.
Unfortunately, expenses purchased with points, miles or vouchers are not insurable.
You can only insure expenses that have a monetary value. This is standard for all of the travel insurance providers on our website.
A member of the Zero Complaint Team has contacted you to schedule a time to discuss this further.
Alternatively, you may reach us at 800-240-0369. We are delighted to help.
I would never deal with this company again. The premise of their operating mode is to stall, stall and stall. If you provide insurance you should do your best to pay claims as quickly as possible. Here, it is exactly the opposite....stall, stall and stall some more. I filed a claim on line, provided more documentation than one could possibly ask for, and rather than answering on line they insist on mailing their responses and requests, only to stall. Why not be gentlemen and do whatever you can to make customers happy so they might come back in the future. I have a legitimate claim, which I know they will honor, but they will make me wait and wait and only irritate me to the point where I wouldn't ever consider their product again. xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Review Updated: 07/20/2016
No one wants to TALK. why can't a customer ask questions.
Thank you for taking the time to post a review.
We apologize for your negative experience with TravelSafe.
A member of our Zero Complaint Team will contact you today to discuss this further.
Please contact us if you have any questions at 800-240-0369, we are happy to help.
Happily I have no claim to file. The policy purchase process was easy and the reviews were beneficial in making my decision. I had one question during the poilicy evaluation period that was quickly addressed by customer service to my satisfaction. The only suggestion I have regarding the policy purchase process would be to allow a sort function for the policy type (basic/premium). As I recall the policy reviews could be sorted by issuing company only. Where several different policies are available from the same company, it was cumbersome looking for reviews on a specific policy type. Knowing we had a solid policy for emergency evacuation made traveling to some off the road spots much more comfortable,
we chose your company based on consumer report. My husband works in the insurance industry and we checked your rating. We read ratings on your company and both my husband and I were very pleased with the claims process. Please note we read reviews from other clients which were very good but o comments regarding the claims aspect. It took approximately 4-5 weeks process. We were never able to go on our trip due a medical situation. However the whole process was very efficient. Customer service was great. Both my husband and I would rather have gone on vacation. However., we would definitely recommend Squaremouth to anyone who is looking for a very good start solid travel insurance.
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