Every travel insurance policy purchased through Squaremouth comes with the Zero Complaint Guarantee.
In the event of a complaint, Squaremouth will mediate with the insurance provider on behalf of our client.
Unless the complaint is resolved to Squaremouth’s satisfaction, the provider will be removed from the website.
Our unique Zero Complaint Guarantee provides peace of mind for every Squaremouth customer. It allows us to level the playing field for every insurance provider on our site.
We require the following information to effectively pursue a Zero Complaint case:
1 - Policy number
2 - Copy of the insurance claim documentation
3 - Correspondence with the insurance provider
After our initial review of the documentation, we contact the customer to explain the next steps in the Zero Complaint process and determine if additional information is required.
Squaremouth will schedule a meeting with the provider to discuss the circumstances of the claim. We then present our case for reconsideration of payment. This can sometimes take several meetings.
A member of our Zero Complaint team will personally contact the customer throughout the process.
If any complaint against a travel insurance provider cannot be fairly resolved to our satisfaction, we will remove the provider from our site and no longer sell its products.
A vital part of our commitment to incredible customer service depends upon every Squaremouth employee, including the CEO, spending time each day working directly with customers. This allows our staff to become experts in travel insurance, and most importantly, develop an intimate understanding of what our customers need.
With this uniqueness comes the dedication to the Squaremouth Way, best described as the constant pursuit of perfection, unfettered attention to detail, incredible customer service and a burning desire to do things better tomorrow.
Everything we do, both on the website and over the phone is designed to allow customers to find the best policy at the cheapest price. Does the customer need to spend as much as they think they do? Continuously develop new ways to help the customer find the perfect policy at the lowest possible cost.
Add value at all times. Communicate clearly and concisely. In difficult or unusual situations, do what’s right, take the high road. Our good name is far more important than fat profits.