Reviews, Sales, and Service Ratings for
Aegis

CANCELED BECAUSE OF COVID.
FILED CLAIM.
ONE MONTH LATER THEY ASKED FOR MORE FORMS TO BE SUBMITTED BY "E-MAIL"
BEING TECHNOLOGICALLY CHALLENGED, I SENT THEM BY "USPS".
NO RESPONSE SINCE THE LETTER AND FORMS WERE SENT.
MAYBE NEXT MONTH, UNLESS VALENTINE'S DAY DELAYS THE PROCESS.

We really enjoyed that the policy was easy to compare with others and everything was clearly laid out. We did experience a missed connection while we were on our trip and it was a bit of a headache working with the representative when we tried to file the claim. There was a communication barrier and we couldn't quite understand the person we were speaking with. Eventually we found out that we could not submit the claim until we returned home from our trip - which was nearly 3 weeks later. We submitted a claim and it has been almost a week and we have not heard anything back.

We had a chance to speak with this client & cleared up some of her coverage confusion. Firstly, it’s not that she wasn’t allowed to submit a claim while on vacation. We simply recommend waiting until the trip is completed in case additional expenses are incurred.

Secondly, the insured had not yet submitted a claim at the time of her review. She had simply informed us after hours on January 6th that she was going to miss her connecting flight. We responded to her the following morning on January 7th noting the backup documentation her adjuster would need. However, we never got a response from her to that email.

Following our conversation with her after receiving this review, she realized that she didn’t have any eligible expenses to claim & decided to dismiss the process.

I called today and was on hold for more than 1 hour. This is discouraging. Have to try again tomorrow

Don't buy this travel insurance, it's a complete waste of money. Why do you buy travel insurance? So that if part of your trip goes wrong, you don't get hit with big bills because you had to make a last-minute plan B. This insurance company doesn't cover that. (I see the name of the insurance company as Aegis, Zurich Travel Assist, and when I called them the recording even had some other name... a bit shady I think?) The claims process was a total nightmare. I called multiple numbers and the system kept glitching and hanging up on me before I could even get to a live person. Their phone menu didn't even have the option "file a claim." When I finally got through to a real person, they said that because one portion of my trip was cancelled before my trip started, I would need to cancel the entire trip, file a claim, wait 10 business days, and hope (no promises) to be reimbursed for the entire trip. But what if I don't want to cancel my trip, I just want help covering last-minute replacement travel arrangements? No, they don't cover that, I finally found out, after hours of trying to get through their horrendous phone menu and talking to three different agents. If you haven't left on your trip yet, they will only let you cancel the entire trip, not help with a portion. I decided not to take my chances hoping they might reimburse me for cancelling my entire trip, so I went on my trip anyway, and tried filing a claim for the additional expenses incurred by the cancellation of the one portion. I have now been waiting for 12 business days, and have yet to hear any answer. For my next trip, I'll take my chances and not blow away 7% of the cost of the trip on totally useless "travel insurance." Consider yourself warned.

My Wife unfortuntly had to go to th ER the day of Embarkation. Because of the long time spent and the condition she was in we had to cancel our 10 day cruise what was going to be her 70th Birthday. Dec 4th. I arranged flights home from FT Lauderdale on Dec 3rd. She is being treated now by her Primary and GI and will go through a Procedure Late January.

Go-Ready was the first contact from the Hospital and they were assuring and helpful. The paper work to fill out from Zurich was pain staking but understand all information was needed. It asked the ER Doctor who treated her to fill out a few questions. Not an easy task for an ER Doctor 2 thousand miles away. I have faxed to the ER and asked them to either Mail or email back. this was on Dec 11 and 13th. On the 13th I called them and a nurse said they received it. Confusion from Zurich as I spoke to them a few times where one said that form would be needed and I had 90 days to get it. She was abasive. I called again on another day and was told by a different agent that the release papers with his name on it would be enough. I sent in all paper work less the questions for the Doctor and receipts to them on Dec 13th priority mail. I have also email both Go-Ready and Zurich on everything that has been done with no reply back.

Mailed documentation from the client was not received until 2 days ago. Our claims department spoke with the insured today to provide him an update. His case will be reviewed shortly & he should have a response before the end of this week.

It’s taken over a month so far to get a $300 claim check refund from the insurance company after submitting all the required documents and then some. A cancelled trip to Israel shouldn’t take this long. Pretty ridiculous actually. Waiting.

I am not happy with the results of my claim. I have submitted a letter to claims responding to it. If my claim is not paid. I want my money back that I paid to you for insurance because you have not insured me at all. I don't think that I will ever get travel insurance again.

I filed a claim because my father-in-law died and his funeral was being held on the day of my departing flight. This exact scenario is listed in the policy as something that should be covered. So far they have refused to honor their commitment. It is making me question whether there's any point in getting travel insurance if they're not going to honor a straightforward situation like this. I definitely will avoid using this insurance company again in the future if I bother getting a policy at all.

So far, Aegis has done nothing but take our money for the insurance policy. My wife suffered a severe back injury before our vacation that required surgery on November1. Under doctors order she was told not to travel on November 19. When I contacted Aegis they passed me off to squaremouth/Go Ready and I filled out numerous forms and documentation. After I had satisfied all of their requirements I was then passed over to Zurich Travel Assist. Zurich basically had me duplicate all of the work I had previously done with squaremouth /Go Ready plus some additional forms, including having to go to our doctor and get his signature as to the nature of her injury. This was after our doctor had already written a letter at our request describing her injury and stating for her not to fly for our vacation. We have submitted all of the paperwork Zurich requested and am waiting for their response. The whole claims experience has been frustrating. We don’t even know who we are dealing with, Aegis, Go Ready, squaremouth, Zurich?

We’re sorry that you weren’t initially satisfied with the claims process & unfamiliar with the companies involved. For clarification, “SquareMouth” is the website that allowed you to compare policies from a range of varying insurers. “Aegis” is the company that you found offered the best policy. Aegis’s Travel Insurance Products are branded as their “Go Ready” plans. “Zurich” is the underwriter of those plans.

To help the efficiency of the claim process, when clients contact our service center, we help them collect backup documentation we know their adjuster will ultimately ask for. We then forward that information to your adjuster as we ask them to initiate your claim process. There shouldn’t have been any need to send the same information twice.

If the doctor’s note doesn’t clearly indicate the diagnosis or include a recommendation for the individual not to travel, then those are 2 common areas you’ll see an adjuster push back asking for an improved document from the medical professional.

As you know, your claim was approved & you have received payment. Based on our recent conversation with you, it seems like you were satisfied with the final outcome.

So far my experience has not been good. I had to visit a doctor while in Spain for an infection and was given antibiotics. I filed the claim upon my return. Because they required so many documents, ,I put the package together and mailed it through USPS with 2-day delivery. I received an email confirmation that my claim had been received. I was told 5-10 business days to process the claim. However, it is now 11/29, and I had not heard anything from them regarding my claim. I had sent an email requesting status and received no response. So, today I called them. I got some sort of runaround from them that because I had sent it through USPS (2-day delivery), the claims department did not actually receive my claim until Nov. 14. To me, that is unacceptable. It has been 10 business days today since they received my claim and I was told to call back next week!! I have never experienced such bad customer service before. This is upsetting as I used this same company for my next vacation in January. Hopefully my claim will be approved. It is a very straightforward claim. But the delay so far is unacceptable.

We appreciate Ms. King sharing her feedback. We touched base with her insurance adjuster who required some additional documentation & emailed Ms. King accordingly. We also reached out to Ms. King by phone & email to ensure she received that email from the adjuster & to help clarify or collect that information for her. As of now, we’re still pending a response from Ms. King.