Reviews, Sales, and Service Ratings for
battleface

Hi, I called customer service before my departure with a question about the requirements to file a CFAR claim and paperwork needed if I didn’t use the CFAR option and instead had to file under the Trip Cancellation benefit due to a family member being on his deathbed. My agent couldn’t really answer my questions and I had a difficult time understanding her. I ultimately didn't need to file a claim, but I did not have a good customer service experience.

Everything went fine and I only bring up one point in order for battleface to improve their process. Initially I was never asked to define a beneficiary for an AD&D policy which is the whole point of an AD&D or life insurance policy. Even after calling and making the declaration it was never clear in the documentation who the assigned beneficiary was. With other policies I have purchased through Square Mouth the beneficiary was always clearly identified.
Additionally you need to note that the statement of specific policy benefits is issued by Square Mouth and not battleface. Battleface only sends you a copy of the general policy with no specific benefits listed. This paperwork should be cleaned up and made easier to understand.

I filed a claim with battle face more than a month ago and if not received any updates about it

Thank you for your review, and we're sorry to hear you haven't received our communication.
We received your claim on February 14th, and after review, it was approved. The payment approval notice was sent via email on February 28th. One of our claims handlers will reach out to you shortly, and we will resend the documentation.
We appreciate your patience and are here to assist you!

The battleface insurance process has been great from policy to claim. I bought multiple policy and filed claim for selected few. The process is smooth. Will recommend.

overall very easy to buy the insurance I need. Now, waiting on the claim to resolve

I filed a straightforward claim two weeks ago (Robin Assist) and have not heard anything in the past 10 days?

We had a cancelled flight and had to pay a change fee for a missed flight in addition to missing a night in our accommodations. This was a painful experience for us and looking for better communication in regards to paying our claim.

The Battleface contract is contradictory and unclear. The section on Definition of Terms defines cancelation of a trip using the word interruption in the definition, but the body of the contract defines cancelation differently. I relied on the Definition section when I bought the insurance, because that section is at the beginning of the contract and it covered all my needs. However, when I made a claim because my wife's brother died while we were traveling and we had to return home (and pay extra for new airline tickets) the claim was denied because Battleface said it was "an interruption" and not "a cancelation", and according to Battleface" I didn't have "interruption" coverage. This, despite the fact that the definition of cancelation in the Battleface contract includes the word "interruption." My claim was denied, and I'm out almost $3000 that should have been covered.

Hi Mark,
We appreciate your feedback and would like to clarify that Trip Cancellation and Trip Interruption are selectable benefits, available based on the options you chose when purchasing your policy. The term “Trip Cancellation” is not defined in the “Definition of Terms” section of our policy; instead, you might be referring to the definition of “Cancellation Penalties.” It is possible for a customer to incur cancellation penalties from a service provider due to either canceling or interrupting their trip. Trip Interruption is a benefit available in your policy only if you selected and paid for this coverage option at the time of purchase. Similar to how Trip Cancellation benefits are outlined, the policy would also include a dedicated section for Trip Interruption benefits if that option had been chosen. We regret that we couldn’t provide a more favorable response.

Damaged luggage claim....it turns out that the damage protection is secondary only. They asked me to file with my home insurance first. Who in their right mind would go file a damaged luggage with their home insurance and risk of raising their rates.

When purchased the travel policy, this secondary claus must have been buried in all the fine prints. This makes the travel policy completely useless to me.

Hi Dennis – Thank you for your feedback. We appreciate you taking the time to connect with us on the phone.

As agreed, please send us the additional information we discussed, and we will promptly review your claim.

If you have any questions, please let us know.

Took 25 business days to receive a response to my claim! Also found out at last minute cancel for any reason has to be made 48 hours prior which didn't help because my kids were sick a day before we left!

Thank you for sharing your feedback.
We’re sorry to hear about your experience; however, the claim we have on file doesn't fully align with the details you've mentioned.
To better understand the situation your claim’s handler will reach out to you shortly.

I purchased the policy mainly for the 24/7 AD&D. OK. Only problem was I had to contact them to add a beneficiary. Not hard, just an inconvenience. That information should have been solicited on the application form.