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?
Semi timely too many follow ups were necessary
I did get a quick response when calling about the official policy document ( I was told to download it ), I thought it was to be mailed. The other question are not applicable because I didn't need to file a claim.
Unfortunately a passport did not arrive for our son and we lost several thousand dollars on our trip and did not get to spend Christmas together. The insurance coverage we had did not cover that and such an event was never anticipated. Although everyone was very nice,the vacation experience turned out to be a disappointment for us.
Our son was sick and we needed to call the nurse hotline. She was extremely helpful and resassuring.
We actually had multiple claims, one for delayed luggage (three people) and one for an illness (my son suffered sunstroke). Filing the claims online was extremely easy and phone support was very helpful as we were having trouble with the airline getting the proper documentation. The website claim status feature was especially useful so we always new the progress of our claims. We would highly recommend TravelSafe and have already purchased another TravelSafe policy for our next vacation. Hopefully we won't have to file any claims this time!
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.
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