Very quick providing claim form and instructions. Form lacked detail regarding covered expenditures
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.
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.
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Our trip was beautiful and uneventful (darn near perfect)! We did however have to contact TravelSafe prior to our trip because we added one day onto our trip. Customer service took care of this request, forwarded updated documents and we were on our way with one more day of fun!
Thank you for making this change so easy for us! We assume had we needed a claim (thankfully we did not), the process would be just as smooth.
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.
I had an accident while in Greece. I had moderate doctor bills. Time will tell how good the policy and customer service is. Filing the claim required an ENORMOUS amount of documentation but the instructions and the representative were both very clear in the explanation. The emergency number did not work from where I was: Naxos, Greece. I am however, very grateful for the insurance.
It took a while to get them on the phone but once I did they were very responsive. I also received a call back the following day which was nice. I can't say yet how the complete experience is since my claim is still pending but hopefully all will go well. I will be happy to follow up once my claim is finalized.
The policy did not cover the incident I called about but the representative was courteous and helpful. She connected me quickly to an attorney who provided me with information that was helpful and enabled me to relax and enjoy the rest of my trip.
We moved the date of our trip back a couple of weeks so I had to contact TravelSafe and have them adjust our policy dates of coverage. Was done easily and no issues. Customer service was good experience. We thankfully didn't have to file a claim while on this trip, but good to know we had Insurance just in case.
I am still waiting for the paperwork to come to my home so that I might receive reimbursement for the work done in Ecuador; in the meanwhile, I am dealing with the output of $440 expense in dental fees.........Why is it taking so long to get the claim forms to me?
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