Very quick providing claim form and instructions. Form lacked detail regarding covered expenditures
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.
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.
Your website, product and pricing are superlative. I thoroughly enjoyed working with you to purchase insurance and have sine that time, recommended you to my clients, who also have purchased policies with you.
I had not thought I would need to file a clam when purchasing the insurance, I was mainly looking for it for rental car coverage. But in the end we had a flight delay of over 6 hours, so will be needing to file the claim for trip delay as well as missed (pre paid) reservations at an event due to the delay.
I cannot tell you how responsive, professional and easy to work with your team has been. To date it has been a remarkable experience.
The purchasing went well! I also contacted their customer service concerning changes in my trip and they immediately adjusted the details. Satisfied!
24-hour assistance after a fire in the airport was informative, courteous and prompt. The forms are quite straightforward and easy to complete. My claim is in process so I can't speak to reimbursement, but so far, I would definitely recommend TravelSafe and choose them for future trips.
Easy to compare policies, easy to understand what is covered, easy to purchase. Unlike car or home or life insurance, where you must FIRST purchase and then are given a copy of the policy, here you can read all the policies and know EXACTLY what is covered before you purchase.
I choose the rating because they got the names wrong and had to call twice. I had filed a claim in June 2014 and can't get it finished. No one seems to know anything about the claim. Its been deleted on the web site.
I needed to insure an expensive Mediterranean cruise for 6 persons, including non-refundable airfare from California to Europe. TravelSafe offered among the best coverages for missed connections & trip cancellation/disruption, which were my main concerns. And the cost was moderately low. 5 stars so far. Although the cruise went mostly as planned, my travel wallet was stolen in the Rome subway. Upon return home, I submitted a claim for $250 total to cover lost currency (85 euros) and the cost to obtain an emergency passport from the US embassy ($135). 7 weeks (!) later, I received a check from TravelSafe for $50, with explanation that lost currency is not covered, and passport replacement is capped at $50. I can understand not covering currency - no way to prove the loss, but the cost of replacing a US passport is well known and easily documented. Capping coverage at $50 for something that always costs $135 seems unreasonable. 3 stars for the skimpy coverage and slow processing.
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