Reviews, Sales, and Service Ratings for
battleface

Major issue here with Squaremouth. Very disappointing. Every year I take my mom to Florida for a month. She is in her eighties. I always covered both of us. When I purchased my policy from Squaremouth for our 2024 trip, I called an agent because I had some questions.

The biggest part of our cost was always our condo rental. During the conversation with the Squaremouth agent, he said "Hey, since it's one condo and you are traveling together, you don't need to pay for coverage for both of you. Since your mom is your traveling companion, you can just cover yourself and it will pay out if you can't travel due to any issues with her (health is what I was most concerned about, of course).

So, I took the advice. Bad idea. Two months before we were scheduled for our trip my mom fell, was hospitalized and in rehab for month after. I thought I was covered.

Lo and behold, Battleface only paid me for 50% of the cost of our condo rental, because the two of use were supposed to stay in it! And by the way, Battleface customer service took 7 months to process the claim, each time asking for more information from yet another doctor (my mom had many in the hospital and in rehab). Never all at once, just dragging and dragging it out.

I wish I had never talked to the Squaremouth agent and had gone with my own usual process to insure the both of us. He was completely wrong in his recommendation. What is worse, is that Squaremouth claims it records all calls. I was hopeful! They then said they found the recording of my call, that it was reviewed, and that no such recommendation was made by their agent. I asked to review the recording. They said I could not because it was "internal work product."

I always insured all travelers, and should not have listened to the Squaremouth rep I spoke with when I purchased the insurance for just one instead. Squaremouth doesn't know their own products very well. Do not call for advice. The also won't own up to it if they make a bad recommendation, even to a who had purchased 15+ policies from them!

Thank you for reaching out and sharing your concerns. We’re sorry to hear about your experience and want to assure you that we take this matter seriously. We understand one of our claims leads has already spoken with you and confirmed we are reassessing your claim including the call you mentioned. Our claims team will stay in contact with you until resolution. We appreciate your patience.

I filed a claim with battle face more than a month ago and if not received any updates about it

Thank you for your review, and we're sorry to hear you haven't received our communication.
We received your claim on February 14th, and after review, it was approved. The payment approval notice was sent via email on February 28th. One of our claims handlers will reach out to you shortly, and we will resend the documentation.
We appreciate your patience and are here to assist you!

The battleface insurance process has been great from policy to claim. I bought multiple policy and filed claim for selected few. The process is smooth. Will recommend.

overall very easy to buy the insurance I need. Now, waiting on the claim to resolve

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