Reviews, Sales, and Service Ratings for
Tin Leg

Tin Leg offers the best insurance coverage out of any of the policies that we looked into for our international trip. Thankfully, we did not have to use our insurance, but the process of obtaining insurance through SquareMouth was an easy smooth process.

Seemed expensive. But otherwise, all fine. Had to call once to change the dates of my trip, which was handled easily.

Friendly and helpful agents

Any questions one has are always answered quickly and with advice if needed. Your customer service is outstanding.

Left a message with them, their voicemail says they will follow up in 24 hours, I never heard back. Will call them today

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you experienced. Our records indicate that you called on July 23rd and we returned your call within 20 minutes, leaving a voicemail message. We would like to resolve any outstanding issues you may have. Our team will be making another attempt to reach you today. If we miss you again, please give us another call at your earliest convenience, or let us know a preferred time for us to reach out to you directly.

All the different policy options were a bit confusing to someone who doesn't use it often. The last time I purchased trip insurance, it did not cover what happened. I am hoping this time we have a better outcome as that was very disappointing.

I purchased a Tin Leg Gold policy because it was highly rated on several websites. I was especially concerned that it cover Covid since my wife and I are seniors and we were aware that there is a surge in cases this summer. I read the policy completely, and felt that I understood its terms. Unfortunately, my wife and I did contract Covid while about half way through our three week trip. We went to a local clinic, and the doctor prescribed Paxlovid antiviral medication and said that most people improve quickly on it. I did improve, but my wife was much sicker and had not improved after three days on the medication. I called the doctor again at that time, and told her that we were thinking of cancelling the remainder of our trip because my wife was simply having to stay in bed in our lodging, and was not improving. The doctor advised us to wait another 48 hours before flying, but did not specifically tell us to return home. After returning home, my wife's condition continued to get worse, to the point that I took her to her own clinic 10 days after she first became sick. The doctor told her that some people who take Paxlovid get worse after completing the medication, and that she could be sick for up to another 10 days. She finally began to improve after about 6 more days. I submitted all of this information in our claim to Tin Leg, and discovered that they would not cover our nonrefundable expenses because the doctor had not "imposed medical restrictions" that "prevented us from continuing our covered trip." While I acknowledge that this is the requirement of the policy, I have the following complaints: 1. This requirement should be more clearly identified in Tin Leg's advertising and summary of benefits. Instead it is located in one sentence on page 6 of the policy. If this requirement was more clearly highlighted, I believe that our doctor at the clinic on our trip would have been willing to specifically recommend that we return home. In fact, I contacted the doctor at that clinic later, and she provided a letter saying that she felt our decision to return home was "warranted" based on my wife's condition. 2. I realize now that the Tin Leg policy is designed to only cover the most severe cases of Covid. The way doctors currently treat Covid is by prescribing Paxlovid with the hope and expectation that the patient will improve within a few days. So it is unlikely that a doctor will "impose medical restrictions" that "prevent the continuation of the trip" except in very unusual and serious cases. 3. I think that the policy should provide a way after the onset of the medical condition for allowing documentation that proves that the covered individual's continuing condition would have prevented them from continuing the trip if they had tried to continue the trip. Tin Leg's denial of our claim is based on not complying with the specific wording in the policy, not based on the actual illness that my wife experienced for a longer period than we would have been on the remainder of our three week trip. 4. Tin Leg's claims process requires proof of nonrefundable travel expenses and I provided emails with paid invoices showing our purchases. But they also require credit card statements or bank statements, which seems to me to be just busy work requiring the claimant to gather together additional information. The proof is already on the email confirmations and paid invoices, so why are the credit card statements or bank account statements needed?

Thank you for sharing your feedback with us. We apologize for the frustration you have experienced throughout the claim process.
Regarding your claim, I want to clarify that Tin Leg did partially pay out the claim according to the terms of the policy. However, the non-covered expenses were not paid out because, as you correctly noted, the doctor did not impose medical restrictions that would have prevented you from continuing your trip. Our policy requires that a medical professional advises an interruption of the trip for coverage to apply in such cases. This is a standard provision designed to ensure that coverage is provided for situations where travel must be interrupted due to severe medical conditions.
I understand the need for submitting supporting documents for your claim is frustrating. Insurance is highly regulated, and documentation is required, for any claim. The requirement for credit card or bank statements, in addition to email confirmations and paid invoices, is to ensure the accuracy of the claim by verifying the date of purchase and the amount paid. This helps us confirm that the expenses are indeed prepaid and nonrefundable.
I appreciate your suggestions for improving our policy documentation and claims process. We strive to make our policy terms as clear and accessible as possible, and we will take your feedback into account to ensure that critical requirements are highlighted more prominently in our advertising and summary of benefits.
Our goal is to make the claims process as smooth and hassle-free as possible for our customers. I understand this has been a lengthy and frustrating process for you, and apologize that your claim did not have a more favorable outcome.

Super patient and competent customer service experience-would return in future for all travel insurance needs!

It is always an easy process when using TinLeg. I even had a question this time and got an answer immediately! Thanks for being there