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).
I don't remember receiving any customer service prior to the trip. We did all our business on line which seemed to work well
we did not have any reason to contact the carrier during the trip
We did not make a claim. I called to inquire about the possibitiy of a claim as our luggage was 2 days late in arriving. The Cust Srv response seemed brisk and defensive
I don't know if it was Michelle Kleinmetz or someone that works under her but I got GREAT customer service. I had left a message after hours because I had a problem ordering and the next morning I got a call. She helped me with my issue and pointed me to a much better plan to suit my needs. Please give whoever it was kudos, a pat on the back, and a raise! If I need travel insurance again it will be from squaremouth.
It is very difficult to reach a rep by phone. I found that you normally have to wait for one to call you back.
Review Updated: 02/02/2018
This is the first time I have filed a travel insurance claim, so I do not have a basis for comparison. However, it took 3.5 months for me to receive payment after the claim was filed. This seems like an extremely long time to me. I found the customer service representatives from Trip Assure to be friendly, but unable to expedite my claim. One of them told me she was going to become my advocate and would be back in touch with me within a 2 week period. I am still waiting for her to contact me. It is also rare to get a rep. when you call. Most of the time I had to leave a number and have someone call me back. I did not see any real results with my claim until I filed a complaint with Square Mouth. I believe it was due to the intervention of Square Mouth that my claim was finally satisfactorily resolved. It will be difficult for me to purchase travel insurance from Trip Assure in the future...even if I have to pay more with another company. All in all, it was a very frustrating experience.
Three days before departure, there was a hurricane forecast to hit my town one day after I was supposed to leave. If indeed the hurricane held to this track I wanted to be able to cancel my tour so that I could stay home, prepare my house, and evacuate my possessions including my pets. I called MH Ross travel insurance and although I would be covered for reimbursement if the hurricane hit where I was traveling to, there was no coverage for cancellation if I had had to stay home to take care of my own house. I think this is an oversight that needs to be addressed. I almost had to lose the cost of my entire tour :-(
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.
Good, timely information.
Had to cancel trip because of illness. Got full refund from travel service, so no need to file claim.
I filed a claim last week for delayed luggage. I then followed up with required documentation via fax, and I haven't heard anything. I would like to speak to someone in regards to my claim and get it resolved.
Claim is still open and under review.
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