Reviews, Sales, and Service Ratings for
Global Alert

We did not make the trip because of an unexpected surgery. When I filed the claim, they closed it out in error because they thought our insurance was with Viking Cruises even though I clearly gave them my Global Alert policy #. We are still waiting for our claim to be processed.

My suitcase was damaged during my trip, a covered incident per the insurance purchased. I called Global Alert customer service (Tripmate) within 24 hours of the flight and was instructed by their rep to file a claim online with them. I did this and I provided photographic evidence of the damage and a photo of the baggage claim ticket with reference numbers.

After several weeks of back and forth emails and telephone conversations with Tripmate reps, I was informed that I was required to file a claim with the airline/carrier. By this time, it was well outside the window of filing a claim with the airline; however, I did attempt to file one by using the "file a complaint" link (as instructed by the airline's rep). The airline did not respond to my filing. (And I do not hold the airline responsible for the non-reply as my complaint with them was so belated.)

Tripmate contacted me by phone this week, nearly two months after the claim was initially filed with them, and advised me they have denied my claim as I did not file a claim with the airline. I objected to this finding on the basis that I followed the instructions given by their representative who made no mention of the requirement to file a claim with the airline in addition to filing a claim with them.

In my view, Tripmate has not been honorable in their handling of this claim and I am wholly dissatisfied with the resolution.

We were unable to take our trip due to health issues. We filed a claim and it took two and a half months to receive the check. That was ok as I realize that it takes time to process a claim. If there was one thing the company that handles the claims could improve on it would be better communication with the customer.. In all that time, I never received any type of communication directly from the company. I was able to check their website with my claim number to see how far along the claim was proceeding, but it would have been much better if they had communicated that directly to me.

Happy to say we had no reason to interact after we left on our trip. Things went smoothly other than colds which may on-board experienced. Had to contact customer service to find out that i didn't have to ensure for the entire amount and could determine an 'agreed upon value' to insure.

Since I did not have any incidents I cannot address service provided by the company.

A better value than that which is provided for purchase from the organization we traveled with however as we didn't have a claim I can't address that aspect.

Fortunately I didn't have to use the Global Alert plan I purchased. It did give me assurance however that we would have had coverage in case of a medical emergency, a trip delay or lost luggage. The one thing I did like was that Global Alert had a policy that included pre-existing medical conditions.

Submitting a claim has been a nightmare!!!!!!! The website said the best way to submit your claim is to email it to them. The first email address I used was bogus! The second one went through but bounced back saying the file was too big, I tried 5 times and every time it bounced back saying "file was too big to send". So I decided to fax the claim, went to the local fax center and they tried 4 times to fax the claim and four times it said incorrect telephone number. I called customer service and waited for my call back only to get a representative who really didn't care! I told her about the email problems and she said " that's the email address, it should work", then I told her I tried to fax the claim and she said "that's the correct fax number, what time did you try to send the fax"? I gave her the times and she said she didn't understand why it didn't work, then she said to mail it. I told her it says very clearly the best way to submit a claim was to email it. She said clearly that wasn't working and to send it. I tracked the envelope I sent and it should have been delivered on Monday October 2, it was out for delivery but never got accepted until Wednesday October 4. I don't have much faith that the claim will even be approved let alone be paid. The next time we travel I will most likely not use that company.

Thank you for posting a review of Global Alert Preferred.

We apologize for your negative experience.

A member of our Zero Complaint Team will contact you to discuss this further.

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

I cancelled my trip and filed a claim due to the fact that I broke my ankle and had to have surgery. All documents Required were received by a company named Trip Mate, on August 11, 2017, the company that Global Alert uses to process claims. As of today, 10/3/17, I have not received the funds due to me. I have called Trip Mate 4 times and I'm always told my claim is in process. I need these funds to pay my medical bills and don't understand why this process takes so long.

I plan to travel next year and will purchase insurance. However, I will not use an insurance company that uses Trip Mate to process their claims!!

Please let me know if all insurance companies Square Mouth represents uses Trip Mate. If so, you have certainly lost my business.

You obviously have my email address to respond to 'my comments. I await your response.

Lynette Ruddick

We've been completely satisfied with this insurance for our last few tour trips