Reviews, Sales, and Service Ratings for
battleface

I filed a straightforward claim two weeks ago (Robin Assist) and have not heard anything in the past 10 days?

We had a cancelled flight and had to pay a change fee for a missed flight in addition to missing a night in our accommodations. This was a painful experience for us and looking for better communication in regards to paying our claim.

The Battleface contract is contradictory and unclear. The section on Definition of Terms defines cancelation of a trip using the word interruption in the definition, but the body of the contract defines cancelation differently. I relied on the Definition section when I bought the insurance, because that section is at the beginning of the contract and it covered all my needs. However, when I made a claim because my wife's brother died while we were traveling and we had to return home (and pay extra for new airline tickets) the claim was denied because Battleface said it was "an interruption" and not "a cancelation", and according to Battleface" I didn't have "interruption" coverage. This, despite the fact that the definition of cancelation in the Battleface contract includes the word "interruption." My claim was denied, and I'm out almost $3000 that should have been covered.

Hi Mark,
We appreciate your feedback and would like to clarify that Trip Cancellation and Trip Interruption are selectable benefits, available based on the options you chose when purchasing your policy. The term “Trip Cancellation” is not defined in the “Definition of Terms” section of our policy; instead, you might be referring to the definition of “Cancellation Penalties.” It is possible for a customer to incur cancellation penalties from a service provider due to either canceling or interrupting their trip. Trip Interruption is a benefit available in your policy only if you selected and paid for this coverage option at the time of purchase. Similar to how Trip Cancellation benefits are outlined, the policy would also include a dedicated section for Trip Interruption benefits if that option had been chosen. We regret that we couldn’t provide a more favorable response.

Damaged luggage claim....it turns out that the damage protection is secondary only. They asked me to file with my home insurance first. Who in their right mind would go file a damaged luggage with their home insurance and risk of raising their rates.

When purchased the travel policy, this secondary claus must have been buried in all the fine prints. This makes the travel policy completely useless to me.

Hi Dennis – Thank you for your feedback. We appreciate you taking the time to connect with us on the phone.

As agreed, please send us the additional information we discussed, and we will promptly review your claim.

If you have any questions, please let us know.

Took 25 business days to receive a response to my claim! Also found out at last minute cancel for any reason has to be made 48 hours prior which didn't help because my kids were sick a day before we left!

Thank you for sharing your feedback.
We’re sorry to hear about your experience; however, the claim we have on file doesn't fully align with the details you've mentioned.
To better understand the situation your claim’s handler will reach out to you shortly.

I purchased the policy mainly for the 24/7 AD&D. OK. Only problem was I had to contact them to add a beneficiary. Not hard, just an inconvenience. That information should have been solicited on the application form.

No problems

Filed a claim a week ago and haven’t heard a word other than an automated message. Interaction with SquareMouth customer line was frustrating to understand my options when I was dealing with my trip interruption.

Thank you for your feedback, which we’re addressing directly with our customer service team. We see that your claim with battleface was already acknowledged, and our team manager will be in touch with you shortly. Again, we truly appreciate your feedback and please do not hesitate to reach out.

No issues. Was easy to get a hold of customer service and they were helpful.

I had a few questions and had s good talk with their customer service, which answered the questions. I then purchased a policy after checking their ratings. That was my experience.

It's fantastic to hear that you had a positive experience with our customer service team. We're here 24/7 should you need us, and we hope your journey continues to be smooth , happy travels.

Hello - In general I was very happy with the Battlefield insurance, every person that I spoke with and dealt with was kind, listened and helped as much as possible. It has taken a bit to finalize the claim and get paid but I am now there (about 8 weeks total) - The one complaint that I have about my settlement is based on policy - my claim got paid out at 75% which was the level for cancelling for any reason. However my trip was a trip to Israel and after the October 7 terroist attack I would have assumed the cancel was for unsafe conditions and that it was not'my choice; which it was not because the tour company we were using did cancel the trip which was schedule for February 4th, 2024 (4 months after the attack). So although it was cancelled by the travel/tour company and the United states tourism page indicated that traveling was not safe and should be deterred if at all possible the battleship company decided that ONLY travel within 30 days of the acual terror attach (so Oct 7-Nov 6) would be cancelled and be able to recoup 100%. I do not believe that this policy was a reasonable outcome and for that give the final rating of 3. But again the people that i spoke with and worked with were helpful as much as they could be and always kind and courtious.

We appreciate the detailed and balanced feedback you shared. We reviewed your claim and noted that you had several interactions with our team during the review process. Your claim’s handler followed up with you regarding information needed to finalize your claim and explained the terms of the policy.

The trip cancelation benefit available under the policy in effect for your claim would have allowed reimbursement at 100% of your trip cost if your scheduled departure date were within 30 days of the terrorist incident that caused your cancelation. In this instance it was not. As a result, we applied coverage under Cancelation for Any Reason (CFAR). In accordance with the terms of the policy, CFAR allows for reimbursement of 75% of your original trip cost.

We sincerely regret any inconvenience or disappointment this may have caused you. Your feedback is invaluable to us as we continually strive to improve our policies and services.