Reviews, Sales, and Service Ratings for
Global Alert

We filed a small claim with Global Alert because of a trip interruption issue. After following their instructions to file the claim, we waited months, despite calling them and getting put off by the representative each time, for any action to be taken on our claim. Finally, I spoke to someone after 2 1/2 months who agreed that it had taken too long and that some movement needed to be seen, only to be told that we needed to provide more information, which was information that we had provided from the beginning, only now 3 months had passed and it was more difficult to get the information needed. In the end, we received a settlement to our claim, but it took the company a full 4 months to complete the process. I definitely will not be using Global Alert again, nor would I recommend them to anyone.

We have used Square Mouth several times and have recommended it to many friends...Square Mouth makes it easy to compare policies and find appropriate coverage for a particular trip's needs.

We didn't have any issues on our trip, so we can't comment on anything other than signing up for the insurance. Our experience in that regard was quite satisfactory.

I am extremely disappointment in how Global Alert / American Modern Home Insurance Company and their claims processor Trip Mate, handled a claim I had filed, specifically the amount of time and effort it took on my part to resolve the claim and get reimbursement. To me, the time it took from when I first filed my claim until I received payment, about 3 months for a $189.93 claim related to an emergency room visit was EXCESSIVE.

This relates to the Global Alert Preferred Policy I purchased through Squaremouth on 12/9/16 for international travel 9/30/17 - 11/11/17.

Here is the general timeline of my claim and its processing.
- 11/20/17 - Claim filed online and then mailed to Trip Mate;
- 12/7/17 - Claim reported via e-mail as being received at Trip Mate;
- 1/16/18; 2:32 PM EST - Called Trip Mate to determine why claim hadn't been processed; was told they were "very busy", but it "should be processed soon" and "I should call back in 10 days if not processed";
- 1/30/18; 1:46 PM EST - Called again because nothing was processed; demanded to talk with a supervisor; none available but "I would be called back within 24 - 48 hours";
- 2/1/18; 7:35 PM EST (almost 54 hours after being told "I would be called back within 24 - 48 hours") - Called by a supervisor who said she would look into the situation and call me back in a week;
- 2/9/18 11:46 AM EST - Supervisor called back to ask me to "resubmit" the claim info; apparently it was lost as she could not find it;
- 2/9/18 12:32 PM EST - Claim faxed to Trip Mate; e-mail sent by Trip Mate confirming fax receipt at 4:50 PM EST;
- 2/14/18 7:54 PM EST - Called by supervisor that the claim had been processed and approved, and I would receive payment shortly;
- 2/22/18 1:22 PM EST - Posted to travelclaimsonline.com Claims Status that "final payment printed"; printed check shows this same date; note that it only took 8 days to process the payment after being told claim had been approved;
- 3/2/18 - Envelop with payment processed through postage meter (another 8 days after "final payment printed");
- 3/5/18 - Envelop with payment received. (At least USPS was prompt; thank you USPS!)

So what does this tell me (and should tell Squaremouth and any potential purchaser of a Global Alert policy through Squaremouth)? Following is my perspective:
- Global Alert / American Modern Home Insurance Company and their claims processor Trip Mate are either incompetent or grossly understaffed;
- Global Alert / American Modern Home Insurance Company and their claims processor Trip Mate are purposely delaying making any payments to increase their profits by a few cents;
- Clients that file a claim with Global Alert / American Modern Home Insurance Company and their claims processor Trip Mate need to closely monitor the status of their claim to ensure it actually is ever paid, and in a timely manner;
- The time required by me to monitor the claim status and follow up with Global Alert / American Modern Home Insurance Company and their claims processor Trip Mate was excessive and should not have been required; and
- Three months (plus/minus a few days) is a ridiculously long time to wait for payment on a simple claim, as was the need to resubmit the claim forms over 2 months after they were originally submitted and confirmed to have been received.

I e-mailed Squaremouth to let them know and they had me process a Zero Complaint claim form. They then called to "interview" me. Since I had already received payment, the interviewer initially said there was nothing more they could do. Obviously, their Zero Complaint policy can only help you resolve issues getting reimbursed, not how long it takes to get that reimbursement or what effort is required on your part. Based on my experience Squaremouth's, "Zero Complaint" policy means "I [Squaremouth] don't want to hear about any complaints you might have if you already have been paid, because we are 'only the insurance agency selling the policy'". BTW, the Squaremouth interviewer did offer to see if Global Alert would allow me to cancel two other policies I have with them for future trips, but then I would lose the "pre-existing condition" coverage because I was no longer in the window to get this coverage anywhere else since the date I had made my initial trip payment - not really a viable offer although the interviewer felt it was. A complete waste of time even going the Squaremouth Zero Complaint route.

So what options do I have? Having already purchased two more trip insurance policies with Global Alert through Squaremouth before this issue arose, I will keep them. But in the future I will be using both (1) a trip insurance agency other than Squaremouth (I have used others in the past and there are many others out there that care more about their clients than Squaremouth does) and (2) an insurance company other than Global Alert / American Modern Home Insurance.

Terrible customer service on the part of Squaremouth and terrible claim processing on the part of Global Alert / American Modern Home Insurance / Trip Mate! Would have rated them both "zero" stars if that was an option, and I usually don't complain unless service is really bad. That was the case with these companies this time.

I have purchased 8-10 travel policies fra Squaremouth over the last few years. Purchasing the insurance has always been easy. This time - for the first time -
I am filing a small claim (less than the premium I paid for the policy). I am still in the claim process, so too early to rate Squaremouth and Global Alert. I have two observations, however:

1) Global Alert required my 'Plan Number' before they could do anything for me. I had only the policy number, my name, and date of birth, and that was
not good enough. I stayed 'forever' on hold on Global Alert's claim phone number. I entered my call back number. Did not get a call back the next day. Called Global Alert again and entered my call back number again. That time I got a call back the same day. Thank you. They told me that I need a 'Plan Number'.

2) I called Squaremouth to get my plan number. They found it in their database after a long while. Without it I would not have been able to file a claim. SQM should have put my Plan Number next to my policy number, so I would have known to give that number to Global Alert. This would have saved me two days of frustration.

So, SQM gets a 5-rating for selling policies quickly and easily, and a preliminary 1-rating (DO NOT RECOMMEND) for supporting the claim process with the insurance carrier. I can not give a final rating for SQM until my claim with Global Alert is completed.

Too soon to tell - cancelled trip due to medical problems; never left town.

Final feedback will be based on claim experience. Everything else was excellent

we made arrangements to be covered through" SquareMouth " with ** Global Alert **, they had the best price to offer for our overseas trip what was important to us... we have used this arrangement in the past and it worked out just fine.

This time I have to file a claim and we will see how it is being addressed and handled, hoping I do not get the " run around " I have all the documents to support my claim, I am still awaiting for vouchers from Buenos Aires for pre-payment of Tours I could not take part...

In Buenos Aires, my wife had a soar throat, I had and upper respiratory infection and we both were treated in the Emergency Room. in the HOSPITAL ALEMAN , I am still being treated by my Primary Doctor in Jupiter, Florida and I am still dizzy with medication to communicate with " Global Alert "to report this incident. I will tackle it next week, please alert them...

Otherwise we are very happy with the customer Service of SquareMouth & Global Alert... never had a problem in the past always was treated with outmost respect and curtesy ... keep up the good work and we will call on you again, Manfred H. Braig

This trip was cancelled due to an accident 6 days prior to the departure date. A claim was filed for the cost of the condo rental only.

I was on hold forever before I could talk with a customer service representative about a claim made on behalf of my wife. I will not use Global Alert again due to their poor customer service. I would give them one star.