Reviews, Sales, and Service Ratings for
TravelSafe

TravelSafe customer service is absolutely amazing! While I can't comment on their claim resolution department because I have not and will not submit a claim, their 24/7 customer service department went way above and beyond to help when my girlfriend's insurance, HTH, was not available when she needed them (because they are not there 24/7). They went way out of their way to try and help us out, tried to get in touch with HTH, continously called back to give updates and follow up even after our return to the U.S. to see if she had been helped by HTH (which never happened because they couldn't be reached until after the fact...until after it was too late). I will definitely choose TravelSafe again - if they were so on top of a non-customer issue I can only imagine how wonderful they will be when a customer needs their help! Way to go!

I will be able to give you more feedback once I file the claim. I can tell you that the experience that I had with customer service on the phone about filing the claim was terse. I had an unusual situation and she was unable to give me any information at all before filing the claim, and I needed to know whether to get a refund from buying the insurance or file a claim since I didn't get a chance to go on my trip at all and she could not give me any information at all.

I don't necessarily want to file a complaint, but I do want Squaremouth and TravelSafe to know that I am disappointed at the difficulty I consistently experienced in reaching Travel Safe and their claims administrator TripMate about submitting a claim and all followup contact to determine progress of the claim. Every phone call to TripMate required a 10-15-minute wait on hold. I would say that half of the customer service personnel were unfriendly, curt, and did not volunteer information or provide anything other than a perfunctory reply. Two exceptions to this were "Sierra" and "Patrick" who were pleasant and polite.

I filed my claim with supporting documentation on March 16, and this was recorded as received by TripMate on March 22. When checking my claim status online, it was noted that a folder and label had been prepared on March 29. When I checked on April 19, no further actions were reported. I called and spoke with Sierra who told me that she didn't know why it was stalled and that she would ensure that it was expedited. She called again two days later to say that it was still in process. I made several more calls over the subsequent weeks, but the expedited claim was not settled until May 8, 2017. The settlement was for the full claim amount and I received the checks on May 13.

I'm glad to have this claim resolved satisfactorily, but I am frustrated that it took longer than anticipated and seemed to be inexplicably stalled throughout the process, even after it was flagged to be expedited. It is also frustrating to have to speak to TripMate staff over the phone who obviously hate their jobs and have no customer service skills or interest.

I have used Squaremouth to select and purchase travel insurance policies five times. I have always appreciated the service, ease of comparison, and the high ratings, and I have always felt secure in doing so. This is my only claim to date. I should clarify that I received no contact from TravelSafe before my trip.

Thank you for your review of TravelSafe.

We apologize for your negative experience. We understand you had trouble reaching the claims department, however the claim was approved and checks received on May 13.

Please contact us if you would like to discuss this further, our Zero complaint team is happy to help.

They provided excellent service and we will be using them again in the future.

I needed to have my return date changed. Don't know whose mistake that was. First rep said no problem, send an email. Did that & didn't hear anything so I called again & rep changed the date over the phone & sent me corrected policy. Seems like they could have done that the first time around.

I have used SquareMouth many times to buy insurance, but have never filed a claim, so I cannot comment on that aspect.

Due to my mom's death and the hardship of handling the aftermath of what is associated with it, we had to cancel our cruise. Hopefully there is no problem, for due to her condition, I called when I purchased the policy to verify the clause "cancel for any reason". I was assured of the stipulation and proceeded with my purchase. We are now in the process of the claim and waiting for a response from the insurer about our refund. I was contacted through e-mail, the claim was received and was told the process could take up to 10 days. Now waiting and will give an update upon notification from TavelSafe.

improve your customer service.

We aim to provide great customer service and are very sorry to see you did not seem to experience such results. Please feel free to reach out to us with any questions or concerns so we can better assist you.

Customer service staff very helpful when called to discuss purchase.

Your web site and service are very easy to use.