Reviews, Sales, and Service Ratings for
Detour Insurance

We had to cancel our trip due to a back injury my husband sustained the week before our departure. I have filed the claim and am awaiting information.

My trip was cancelled due to a health issue. I am still gathering information for that claim.

My husband had a medical emergency in Rome requiring hospitilization. We opened a claim with On Call International, the contractor designated with our insurance, The private hospital, Rome American recommended by On Call International, did not have an ER, so we ended up at a public one where he spent 4 1/2 days being treated in an ER ward with Spartan accomodations. No one spoke English, the staff were dismissive and the medical treatment, though appropriate, was administered with alarmingly poor skills and dismissiveness.. I was able to visit 45 minutes each day, no possibility to call to check on his status, relying on our cell phones. I asked On Call, with whom I spoken daily rarely with the same caseworker, to arrange transfer to a private hospital which they said, after deliberation, they would seek. I had taken On Call's advice at every turn and all agents except the last, were kind and seemed clear on the process. My husband improved and was due to be discharged on day 5 .
I had managed to fill out all required paperwork for On Call, except the medical forms which the hospital needed to provide at discharge. They are in English ; the 12 page discharge papers containing all tests, treatments and notes were in Italian, including a statement from the physician
indicating that my husband was not contagious and able to fly home to the USA. The night before his discharge I spoke with On Call agent John who told me they could not accept those papers; they could not accept the doctors recommendation so I would need to send him photographs of the papers, he would have them translated and then their medical team would review and make a determination. This would potentially require us to stay in Rome several more days. Out of frustration I closed the case. Nowhere in the policy did I find these terms articulated. This lack of disclosure and the failure of the various caseworkers I contacted to explain this potential snag make for inexcusably poor practice.I should have been told that a medical board would rule on the clear to fly component, that they would not accept the word of the doctor in our circumstances. I was informed that the local contacts On Call retained were trying to communicate (in fact someone had spoken with my husband's doctor at the public hospital) but they were having difficulty getting information and communicating with Rome America. This became my/our problem it seemed. We flew home late, have no intention of filing a claim for medical expenses, but fully intend to file for trip interruption expenses. Having already sent an email when he was admitted to the requesting a 5 day extension due to an emergency medical situation, there was only an automatic response saying I may not receive a reply confirmation for 5 business days. Long past that now.
I will never go to this company again. With an umbrella of Nationwide I anticipated a better experience.

Overall, good experience. Good price. On return, I called asking if my prescription sunglasses, that I lost on my trip, would be covered by insurance. No coverage. Disappointed. Otherwise had no problems.

Incredible price, almost too good to be true.
However, they covered everything I claimed, including airfare that had to be cancelled for credits.

I hope I can find this policy again for my next trip.

Great attention to my request and reasonable premiums.

Dear Jamie,
We are always happy to assist. Thanks for taking time to share your positive experience.

I found it very easy to interact with customer service as they were very helpful with questions and concerns.

Hi Greg,
We appreciate your taking time to share feedback. Our caring customer service team is proud to read reviews such as yours. Happy we could assist.

After looking at several yravel insurances policies, I found yours to be comprehensible and very affordable.

Dear Debra,
You are wise to compare policies to find the one best for you. Thank you for selecting Detour and sharing your feedback. We hope you will consider us again for future travel needs.

Very satisfied with the insurance, We have another trip coming up in October, and plan to purchase your insurance again.

Dear Michael,
Happy to hear of your experience with Detour. Appreciate your feedback and confidence in using Detour for future trip protection.

Your staff is very knowledgeable and helpful.