Reviews, Sales, and Service Ratings for
Aegis

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.

I found Aegis difficult to work with. The person I was able to connect with via phone was helpful, but all subsequent contact via email was very convoluted, unhelpful, almost hostile at times. The clarification was horrible. The requirements they asked for were nearly impossible in the country I was traveling in, and then AFTER the fact when I was told to rebook my ticket they said they wont pay over a economy fare, of which I didn't have to begin with... so they said they would not pay my ticket home, and would not pay for my extended stay due to covid, and then said they wont pay for the number of days I needed to stay based on the airline's requirements and when I could get a flight based on holiday schedules.

Overall they were terrible and I will be filing my claim and I expect I will have to fight to get coverage reimbursed. I made my arrangements based on the first agent I spoke with. However all subsequent contact, the emails just kept says they wont help me.... too bad, we wont pay for this or that......

Really unhelpful.

If you are going to insure someone traveling to a specific country, you should at least KNOW what options a foreign traveler has because some things they asked for where nearly impossible. If I did not have a friend here to help me, I would not have been able to get the documentation from the government offices (because they no longer provide those documents) for the insurance company.

I am awaiting final refund amount & will file a claim then.

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.

They have not been helpful with my claim since the trip was canceled.
They keep requesting more information stating that what I sent wasn’t clear enough even though it is from the tour company.
They did not call the tour company to verify anything like customer service said they would.
It’s been a month and no money.
Wry disappointed.

I purchased several policies from SquareMouth in the past. Never filed a claim, so I do not have any experience. This time I filed a very small claim, and we'll see how it will go.

This insured’s claim which was just initiated one week ago on 11/20/23 just prior to the Thanksgiving holiday has been approved. Payment will be sent shortly.

Claim filed 11/20/2023

Claim was approved for payment on 12/04/23.

Aegis is very slow to respond to a claim. I filed 10/19/23 and have yet to receive a reply. They indicated 5-10 days but we are now almost a month. Customer Service was helpful in preparing claim but the back end falls short.

This claim was approved for payment roughly 3 weeks (or 15 business days) after all necessary documentation was submitted. The insured has been notified. Hopefully, we can continue improving our processing time to better meet their expectations.

The travel company changed the dates of our tour. We needed to changed the dates of our travel insurance coverage. Aegis made the change for us without any additional charges. We were delighted with their service.

Easy to purchase. When I experienced difficulties during my travel I received calls and emails asking about my situation. This made me feel much more comfortable with the coverage. Upon arriving back in the US I filled the necessary paperwork and received an automatic reply. There has been no further contact either way for the past 2 weeks. Now we wait out Medicare to see what they do before any other funds will be forth coming.