Reviews, Sales, and Service Ratings for
Aegis

very easy to arrange.....NO HASSLES!!!!

The customer service representative was easy to talk to but did not allow us to proceed the claims at first and explained to us the reason was that the arrival date passed the coverage period. However, I tried to explain to her why we arrived the next day and what caused the delay. The situation was stressful as we got bumped from United (UA1033) which was supposed to depart Panama City on 12/27/16 and arrived Houston then Houston to Austin which we're expecting to arrive in Austin (our home) on same day. The consequence was that I missed picking up my son from his father and his father has arranged his travel plan. Things do not always go as planned as we boarded the plane on 12/27/16 but the plane had technical problem (AC not working; plane overheated for over 100 degrees inside the cabin) and same flight was cancelled on 12/27/16 after 6-8 hours waiting at the gate due to the reason given that the US immigration did not accept us for late arrival.

We're placed at the hotel in Panama city overnight and had to get up at 4am on 12/28/16 heading to Houston. We're left with a big hiccup several times throughout the entire trip from Panama city to Austin and made our arrival safely the next day. After talking with the representative for over half an hour, she finally allowed us to file the claims. Also, the policy allows only local transportation but not the rental car. I like the price but don't like the policy as it is not flexible for us to rent a car, I also think the company should treat us with courtesy due to the situation and did not reject us the first time to file the claims which gave us the bad impression.

April's 24 hour line emergency is a joke. I could not find some one to pick the phone for a while when I had a family emergency. When I finally reached the person, customer service did not care for my situation and did not return my call when promised. I had to ultimately work directly with the hospital at the time of discharge. It's been 2 weeks now and have still no idea on the status of the claIm,

Thank you for posting a review of April Travel Protection.

A member of our Zero Complaint team contacted you to discuss this further.

Please contact us at 800-240-0369 if you have any questions, we are happy to help.

The entire transaction went smoothly. The real test is if there is a claim and we had none.

I fell backward hitting my head on the concrete the first day of our trip! My spouse called APRIL right away. Your representative was very reassuring and told us exactly where to go and what to do. We knew that APRIL reps were waiting for a call from us once we got to the ER. Because of the medical staff in our party we opted to not go to the ER, knowing that our evaluation showed no signs of deterioration.
I called APRIL back and was able to speak with the same person we spoke with initially! She was pleased that I was stable and reassured us again to call with the slightest question or need.

Everyone I spoke to at Squaremouth and April insurance companies were polite, knowledgeable and helpful. I would do business with them again.

Our Dad, Gil, ( age 67 ) is in the hospital right now ( admitted 11/21/2016) in the Philippines, Asia ( departure date to Philippines 09/12/2016 ) for a left foot infection ( 6 days & counting ) with NO COVERAGE from APRIL TRAVEL PROTECTION purchased thru Squaremouth despite complying all the requirements.

My dad and Mom has Annual multi-trip plan ( Date of policy 07/10/2016 to 07/09/2017 ) with a 90 days coverage per trip and look back period of 90 days. We inform April right away a few hours after my dad got admitted (first day) and a case file was open for him. I gave April all the available details that i have at that time and specific instructions to coordinate with the hospital directly with regards to the requirements. April took 3.5 days to contact the hospital directly thru their local agent which is not accredited to the hospital (i told April about who are the hospital accredited local agents on the 1st day), despite repeated pleas calls and instructions, i was on the phone day and night.

MY dad could have been DEAD by that time, 3.5 days just to get back to you to START the process. That is unacceptable.

On the 5 day, after all the requirement being submitted by the hospital and from the family, they said my dad is not covered because of pre - existing condition related infection according to the Rep that i'm dealing with, her supervisor made that decision, just like that. My dad has diabetes but in stable and in control condition and was taking regular medication for it. I called Sqauremouth about before purchasing the plan and i was assured and also it's in the website that if a condition is stable and in control, it is not consider a pre existing condition. Regular visits to Canada in July and August 2016 with nothing happen.

As of this writing , April is asking for our dad family doctor info in Seattle, they ask me for this on a black Friday ( a US holiday), Sat & Sunday, the clinic is close? really,really, despite asking April what other info do they need early on? i could have given them that on the 1st day, i assumed its a delaying tactics for them, keep stalling until the poor policy holder gives up.

April Takes your money right away, but when you need the protection you need during an emergency and that's the whole reason why we bought travel insurance in the first place. Right now, we are paying out of pocket for the hospital bills and medications that are mounting. Buyers beware. I don't want anybody or there family to have this stressful experience from April.

I told April the following that we as a family are going to do the following after the 6 day of confinement of our dad.

1.) make on-line reviews on all travel insurance websites and social media on our experience, this review is just the start, i have 5 people and more line up to do this.
2.) We will file a complaint with Squaremout base on the promise of zero complaint policy - that us also the reason why we bought the policy with Sqauremouth because of this.
3.) If April and Squaremouth will not make it RIGHT for our dad, we will make legal action once he comes back to the States. I in the process of looking for legal representation right now.

Buyers beware of April Travel Protection.

John
In behalf of our Dad Gil

We thank Gil and his family for choosing APRIL Travel Protection.
This is still an open, active travel assistance case where no service or coverage has been denied, but we would like to address the concerns expressed on the review.

APRIL Assistance has a pre-approved list of network providers and agents worldwide that allows us to provide vetted & streamlined service. APRIL policyholders are asked to contact the APRIL Assistance team first to coordinate all details involved in any emergency and non-emergency assistance cases. In the case at hand, the patient contacted us after arriving at their own facility of choice. Upon hearing about the emergency, a case was opened and feedback on the items needed was provided to the family.

As per the policy coverage, initial medical consultations are covered under our APRIL policies but subsequent treatments of a pre-existing condition or complications of such are subject to the pre-existing conditions’ look back period outlined under the definitions of the policy. Under the client’s annual travel insurance plan, pre-existing conditions are excluded if medical advice, diagnosis, care or treatment was received within the 90-day look back period ending on the Effective Date of the policy. For this case, it was determined that the nature of the patient’s illness or injury was potentially pre-existing. Therefore, additional medical records would be required in order for to adjudicate & pay for this medical claim.

APRIL’s Stress Less benefits – meaning our instant adjudication of claims for which clients do not pay out of pocket or claim for reimbursement – requires that all doubt be removed as to whether or not benefit would apply. In this case, additional medical records were required because of the potential pre-existing factors. Those records had not been supplied at the time the client’s family was requesting the medical Guarantee of Payment and at the time of submitting this online review. A slight delay due to the Thanksgiving holiday occurred with the client’s primary physician in the U.S. However, records were obtained within 24 business hours once that office was open.

Our APRIL Account Manager contacted the client’s son, responsible for submitting the online review, to clarify the coverage of the policy. The call was placed minutes after the APRIL medical team had concluded its review of the medical records from the U.S. physician. Minutes later, a Guarantee of Payment was submitted and the client’s son was informed about submitting a claim for reimbursement for the hospital bills paid upfront and medication purchased during the time of the 90-day medical review.

Thank you for taking the time to post a review.

A member of our Zero Complaint team contacted you today to discuss this further.

Please contact us at 800-240-0369 if you have any questions, we are happy to help.

Had to change policy after trip dates and location were altered out of our control. Update process was easy. Not sure if I talked to April or Square mouth customer service

We were unable to travel for health reasons. A claim was filed with April by mail. They were contacted to ensure they had received the claim and they have. They are in process of evaluating the claim which, according to their customer service, requires 30 business days. We will be able to provide more information after the claim is fully evaluated and our refund is provided.