Reviews, Sales, and Service Ratings for
Tin Leg

One of our trip members had to cancel due to family mental health issues( she was insurd with you on our urging)and was told that mental health issues were not covered. It gave us all pause as we did not have to try to make any claims but in the event we did was the insurance really worth it? I am not certain I would spend the money to cover my trip again.

Easy to work with. I had changed the cruise dates and contacted them and there were no issues. I would recommend.

Had a cancelled flight due to weather, had to spend a night before getting a new flight. Had to get hotel on my own, and transportation, food before getting to my destination.

Thank you for your review and for sharing your experience with us. We're sorry to hear about the inconvenience caused by your flight cancellation due to weather. We understand how frustrating it is to have unexpected travel disruptions and additional expenses.

We want to let you know that we've notified our claims team to be on the lookout for your claim and expedite the process. We'll do our best to review your submission quickly and efficiently.

We appreciate your feedback, as it helps us improve. We're always striving to provide the best possible service and earn 5-star reviews. Could you tell us a little more about what we could have done differently to make your experience smoother or more helpful during this situation? Any specific suggestions you have would be greatly appreciated. We value your input and want to ensure we're meeting the needs of our customers.

I cannot stress enough how terrible my experience has been with Tin Leg. Do not walk, RUN away from using this company. This is by far the shadiest, most deplorable travel insurance I have ever dealt with. Don’t believe me? Just do a quick google search off of Squaremouth’s website and you’ll read horror stories from anyone who’s actually had to file a legitimate claim.

First off, I called Tin Leg customer service over and over again while I was traveling out of the country. I had gotten sick and was told I could not fly home from a doctor. I could not get in touch with anyone to help me on Tin Leg’s 24/7 customer service line to get details on my policy and what would fall within the parameters of my coverage. I was also in an area where I could not find a doctor and had to wait a few days until I got back to the city. My travel partner was able to get in touch with her insurance (as she was also sick) and they advised her that everything would still be covered, to just see a doctor as soon as we got to a city that had one. Since I was unable to speak to any one at Tin Leg, I had to simply hope they would follow the same practice (they did not.) I was finally able to speak to someone, 2 days later, and they told me everything would be covered under trip interruption, up to 150% of my trip cost. I started my claim, and at first their customer service was quick and seemed nice enough. However, my claim agent, Felicia, took days/weeks to reply to my emails, would ask me for the same information and documentation I had submitted over and over again. It was clear she had not listened to me during our interview nor read my claim details on my forms as she would tell me I had told her different versions of the story that I definitely had not. Thankfully, all of this was in writing so I could point to my claim form and ask her to please read the information I had previously submitted for the correct details and stand up for myself in that aspect. It honestly felt like I was just getting jerked around by this company and they were purposefully trying to waste my time. At the end of the day they denied my claim for trip interruption based on the underwriting of their policy, it doesn’t qualify for trip interruption if you “complete” your trip and do not return early, even if your illness prevents you from completing your trip as intended, in which case mine did. My travel partner who was also sick during this time, purchased a different policy through Zurich and reading our policies side by side, you’d think we had the exact same coverage. Everything she claimed was covered, their customer service was kind and efficient, she was able to actually get in touch with them on their emergency lines, and she was reimbursed within the month. So, be incredibly careful in purchasing your policies, as Tin Leg will do anything in their power to refuse you service. There are clearly other companies that are much more forthright with their policies and have customer service who is available to help and give you accurate information. It is unbelievable to me that a customer service agent would tell me I have coverage, which is what allowed me to make financial decisions while in this mess, to later get denied so they could avoid paying my full claim. It is so wrong and honestly a disgusting business practice. Do NOT do business with this company.

We're sorry to hear about your negative experience with Tin Leg and the frustration you've encountered with your claim. We understand how stressful it is to be ill while traveling, and we appreciate you sharing your feedback.

We've carefully reviewed the call recordings from your conversations with our customer service team while you were abroad. While we understand your recollection of the conversations, our records indicate that while information about the trip interruption benefit was discussed, no guarantee of coverage was provided. Our agents are trained to explain policy details but are not authorized to make coverage determinations. Those determinations are made during the claims process, based on the specific circumstances and documentation provided, and the policy wording. We apologize if there was any misunderstanding during those calls.

We also acknowledge your frustration with the claims process, particularly the communication with your claim agent. We strive to provide timely and clear communication, and we'll be reviewing our internal processes to identify areas for improvement. We regret that you felt your claim was not handled efficiently.

Regarding the denial of your trip interruption claim, we understand your disappointment. As you noted, the policy defines trip interruption as requiring a return home earlier than the originally scheduled return date. While your illness unfortunately impacted your trip and prevented you from enjoying it as planned, because you ultimately returned on your original return date, your situation did not meet the policy definition of a covered trip interruption. This specific requirement is outlined in the policy documentation.

We understand your comparison to your travel partner's experience with another insurer. Travel insurance policies can vary significantly in their coverage and definitions, and it's important to carefully review the policy wording before purchasing.

While we understand this isn't the outcome you hoped for, we stand by our claims decision based on the policy terms and the information provided. We regret that we could not provide a more favorable resolution in this instance.

I did not need to utilize the coverage

Purchasing a Tin Leg policy was easy. However, when I submitted a $50 claim for a doctor visit in Australia, it was denied, because I was not on a "Covered Trip" as defined by departure and return dates. I am an airline retiree and as such I am flying "Standby", meaning no fixed departure or return dates, as I have no guaranteed seat. As long as I can provide evidence (which I have with boarding passes) that I traveled within the policy period, I should be covered. Instead, I got the runaround with every effort being made not to honor my claim. It is important for the members of the travel industry who travel "Standby" to be aware of the "Covered Trip" definition...........

We're sorry to hear about your experience with your Tin Leg claim and that it didn't have a more favorable outcome. We understand your frustration, especially given the circumstances of your standby travel.

As you noted, the policy requires a "Covered Trip" with defined departure and return dates. Unfortunately, because your travel was on standby and lacked fixed return dates, it doesn't meet the policy's definition of a covered trip. This is a key requirement of this specific policy, and we understand that it doesn't align with the realities of standby travel.

We recognize that many travel industry professionals travel on standby, and we want to help you find coverage that better suits your needs in the future. Our team of travel insurance experts at Squaremouth specializes in matching travelers with the right policies. They can help you explore options that accommodate the flexibility of standby travel and don't require fixed return dates. Squaremouth is happy to discuss your specific requirements and help you find a policy that provides the coverage you need.

Square Mount and Tin Leg were both recommended. Tin Leg provided the coverage I was looking for and were very responsive and helpful in answering my questions. Buying trip insurance (in this case, I purchased cancel for any reason) adds additional cost but gives peace of mind. Another passenger on my tour suffered an emergency and had to be taken to hospital in Egypt. With no insurance, their out of pocket expense was $4000 per day for 3 days. Many seniors don't realize that Medicare does not cover you in a foreign country. I am grateful we did not have to file a claim, but I would never travel overseas without insurance.

Did not have to use the policy so never talk to anyone. Have no idea how the policy would have been had I had to use it. Seems silly to give a review for something I never used. This review process would be better served if given to people who actually use the policies.

Thank you for sharing your feedback. We understand your point about not having used the policy and therefore not being able to speak to the claims process. Our review request was actually focused on your experience purchasing the policy online, specifically how easy and straightforward it was to navigate the website and complete the purchase.
We appreciate you taking the time to leave a review even without having used the policy itself. Your feedback about the review process is valuable, and we'll certainly take it into consideration as we look for ways to improve how we gather customer feedback. We want to ensure we're asking for reviews at the most relevant points in the customer journey.
If you have any feedback specifically about the online purchasing process – for example, were the policy details clear, was the website easy to use, was the checkout process smooth – we would still be very interested in hearing about it.

Quick access to customer service, very helpful