TinaD
Was really concerned based on other reviews
We purchased a policy in Oct 2023 for a trip that was scheduled for May. Unfortunately 1 of our 3 travelers was very ill and had to go to the hospital for treatment. Initially, I had to submit so much paperwork, I began to become very nervous about potentially getting our payment. Some of the information is a bit redundant and could be hard to get unless you know how. I had to submit: 1. Attending physician statement - Ok not hard but not ordinarily processed quickly by the medical staff of the hospital or office. I was fortunate that I know a few people at our small suburban hospital and was able to call and ask who to direct it to. I explained that I needed it for an insurance claim so it was a bit pressing. They filled it out about 3 days later and I submitted it to RobinAssist. 2. The second item was the canceled flight. All I had do was provide a copy of the airline ticket, the price and the cancelation policy. Our ticket showed the class of ticket and then the cancelation policy clearly showed that our class of ticket was not refundable. Since we purchased insurance, I didn't purchase a refundable ticket as spending money for insurance and the extra it costs for refundable tickets didn't make financial sense to me. Initially, Robin Assist asked for something from the airline regarding the ticket and as we all know trying to get a response from an airline can be absolutely beyond ridiculous. I just provided the ticket, price and the cancelation policy directly from our airlines website and that was good enough. 3. The last information I needed was just a statement from our travel accommodation tour company that we paid that our 3rd passenger was not there and they didn't refund. Again, the statement was received from our travel company and submitted to Robin Assist. I agree it's a huge hassle to track everything down but for the most part if you just follow through on your part it seems they will follow through on their's. I was really worried when I read all these reviews that I was just going to be out the 3k and I would just have to suck it up. After 2 weeks from getting everything submitted via email and requesting confirmation of the info being received, I received an email on 6/24 that my claim was being paid and I would receive an e-check in 7-10 biz days with instructions for collecting the check. I will be watching my email for the next 7-10 business days for that e-mail for sure but good for now. Should have my money by the 2nd week of July for a claim I started at the end of May. If you aren't happy with their company, please remember you can always file complaints with your state insurance commissioner and they can help you with items that could/should be paid based on the policy. I know there's a lot of small print but make sure you read it because there are some goofy things in there about what they consider valid medical or not medical, etc.