The customer service numbers listed on the policy were useless. I would call the number then select "3" and it would transfer me to a number than would hang up on me after a couple of minutes. Same when choosing the option "2". Finally in exasperation I selected "1" (for purchasing a new policy) and finally got to a person who did take my information and entered it into their system for filing a claim - but could not really give me any additional guidance or answer my specific questions. Her advice was to make sure I had copies of all tickets, receipts and so forth.. The end result was an email with a link for the claims forms to be filed. I could have done this online myself.
I don't understand these questions. I only went online and never had contact with a human being. The website was clear and well formatted, so if that's what you mean by "customer service," then it was fine--I'd give it 4 stars. I don't know what you mean by "documentation arrival time," as I never received a hard copy of anything. That was a bit confusing, as somewhere on the website it said that I would receive a hard copy of the contract. But I never did.
These questions don't apply to me. I had to cancel the trip before I left.
Again, I repeat: I had no contact with a human being. I handled my claim by downloading information from the website and sending in a hard copy to your office.
Since they have most of the info already, seems like the repetitive requests are designed to discourage people from filing claims
I received excellent service and support from the representatives at MH Ross. Circumstances did require a claim to be filed. I was completely satisfied with the settlement and its timeliness. The only reason I rated the claim process with three stars is because the paperwork was a bit daunting. Otherwise, five stars across the board and I will definitely use MH Ross for future trips.
Terms not clear at purchase about Trip Delay. My trip was delayed by a hurricane, and after calling found out I was only covered for cancelation, not delay.
The ONLY acgknowlement from Trip Mate was a post card send to me on 6/24/11, stating "received my claim information & will carefully reviewing my file. You'll be hearring from us Shortly." It has been more than a month since I filed claim, NOT A WORD to date!!!
Charles H. Lee
I wanted to call the collect number from Europe but it's not easy to figure out how to dial it and request collect. I tried a few times and failed. There should be instructions how to do it from an overseas pay phone. Also, it would be good if the policy summary indicated if you needed to call the hotline before getting medical help. I would probably have seedn a doctor about a rash that developed if I had known I didn't need to call the hotline to authorize it first.
My insurance covered airfares, but they would not cancel. I had to work very hard to get refunds, but I did. That part of a trip should not be covered because tickets canot be cancelled and this provider should not pretend it can cover airfare.
We should have read the policy more closely, because it was only after I was pickpocketed and called the company that we realized the loss of cash was not covered. On the other hand, as I can't be the first person this has happened to, perhaps some consideration could be made toward providing assistance in this regard in the future (with the appropriate protections to the company of course).
Claim is still open and under review.
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