Julie W.
Ignored for Weeks Until I Raised Hell
I purchased a Tin Leg travel insurance policy through Squaremouth and filed a valid medical cancellation claim with full documentation — including physician letters and itemized receipts — after being diagnosed with acute viral gastroenteritis before my trip. Despite meeting all requirements, my claim was delayed, mishandled, and repeatedly ignored for nearly two months. I received canned responses from their “claims team” insisting documents were missing when they clearly were not — I responded multiple times clarifying and re-sending everything, only to be met with the same generic emails week after week. When I finally called, I was told I could not speak to anyone directly and that all communication had to go through a generic email inbox — which they do not meaningfully respond to. It became clear that they were stalling and hoping I’d give up. It wasn’t until I filed complaints with the BBB, Massachusetts Division of Insurance, the NAIC, and Squaremouth’s “Zero Complaint Guarantee” team that my claim was magically approved within one business day — after nearly two months of total stonewalling. I was finally reimbursed, but only because I refused to be bullied into silence. No apology, no acknowledgment, and no ownership. Just payment under pressure. Key Takeaways: • Expect long delays and automated gaslighting if you file a claim. • They make phone communication impossible and don’t respond meaningfully to emails. • Resolution only came after multiple regulatory complaints — not because of customer service. • Squaremouth claims to back every policy with their “Zero Complaint Guarantee,” but that only kicks in after you’re forced to do all the legwork yourself. Final Thoughts… If I hadn’t been persistent and willing to escalate this to formal agencies, I would have lost over $2,300 despite having full coverage. Protect your time, your energy, and your sanity. Choose a more transparent and responsive insurance company.
Response from Tin LegSep 8, 2025
Thank you for sharing your feedback. We understand that claim situations can be stressful. We hope that our BBB response helped to provide clarity. Please reach out to us directly if there are any other concerns.