I am not disputing the verbiage in the policy itself. My complaint is regarding the purchasing process of this policy right from the start and the use of multiple brand names to create confusion. Seven Corners took weeks to review my claim and respond to emails. It was 3 months before I was even able to speak with my claim administrator.
Half of my overseas trip was ruined by a situation out of my control and I incurred hundreds of dollars of charges as a result. The entire airport in Manila was closed for the arrival of presidents for the APEC summit meetings. I was relieved to know that I purchased trip insurance from a well-known company in Chicago, John Hancock Insurance -- which according to the Square Mouth website included cancellation and delay.
Upon requesting the appropriate claim forms, the form itself says it is actually "American Modern Insurance group". However, after making sure that was the correct form it appears the forms are actually mailed to "Seven Corners". Everyone keeps stating they are only the processor, however, they also sell trip insurance. It would appear multiple companies are involved and that they are simply using different names to confuse and mislead consumers.
My claim for trip cancellation was denied and I was advised (after several emails) to file an appeal under a different reason, trip delay. I spent countless hours filing out all the forms again and providing proper documentations and proof of such occurrence. I also placed many calls and emails to the "zero complaint team" at squaremouth.com asking for further clarification regarding my specific trip insurance policy that I purchased. After about a month, I was finally given an answer, that I was not covered because the policy lists very specific coverage reasons.
Regardless of the writing in the policy, I assert that I was cheat and completely mislead into purchasing this policy from the start. I am asserting that I was lead to believe I was purchasing from a prestigious name; John Hancock Insurance. This was clearly a bait and switch scheme and absolutely unacceptable. Square Mouth has even admitted to me that it is their common practice.
In addition, I was not made aware prior to my purchase the extreme limitations of this policy and that I would actually be dealing with multiple companies other than "John Hancock". This would have drastically alerted my decision in choosing such a prohibitive policy from unknown companies.
I am an arthritis patient. So, when I booked my tickets with OneTravel.com, they lead me to Seven Corner Insurance company, which offered full refund of our tickets in case of sickness and of course some other reasons I didn't pay attention to. Realizing that sometimes my condition gets worse, I thought it will be a good idea to buy the insurance so that if we are unable to travel due to my health problem, we get full refund of our tickets amount. Isn't that why we buy the insurance?
It so happened that Ramadan came before our traveling date and due to fasting and night prayers my arthritis pains shot up such that I could not sit for 10+ hours in the economy class with cramped seats. As a result, we had to cancel our flight. I called the Insurance company well in time and told them that we cancelled our flights due to my health condition and want the refund as they had promised. The lady sent me the Insurance form and asked me if I could provide a doctor's note to support my claim of sickness.
I am an arthritis patient for the last over 30 years, so I don't need to go to a doctor to know if I am able to travel or not because a long time patient knows his/her sickness/condition better than a doctor. But realizing the fact that this is their policy and they have a right to confirm the authenticity of our claim, I went to a hospital and did all the test that will prove the severity of my health condition, asked the doctor to fill up the required note from the insurance company (spent considerable time and amount to satisfy the insurance company) and sent it to them.
And, they say that you didn't go to the doctor before! If they were honest, they would not be looking for lame excuses to reject our claim. Nobody buys the tickets to cancel and claim the same amount they have paid from their pocket. The only reason one buys insurance is to protect the amount that they have paid from their pocket in case of any mishap. So, what is the reason for rejecting a claim that is genuine except that they are a bunch of thieves who earn through cheating!
CARMEL, INDIANA -- Worst of the worst. Experts in denying claims and putting obstacles on your way. Both my surgeons stated that there was no pre-existing condition in my case. Their obscure "underwriters" insist there is. They do not seem to understand English. Stay away from this company.
CARMEL, INDIANA -- We bought a travel insurance for our trip to visit our family in USA. We submit a claim in July 2015 and after 2 months we have not received a final answer from them. They used to reply telling us that we need to wait a couple of weeks to received the final answer and then 2 weeks more etc. but after two months we still waiting and they are not replying our last email. I do not recommend this company, it's the worst insurance company. They are not responsible at all!
DENVER, COLORADO -- I purchased the Seven Corners insurance recently on my Frontier flight and it is absolutely WORTHLESS!!! I got sick and I was snowed in with bad weather. It states that these are BOTH coverable, but then you have to read the EXTRA-EXTRA fine print that you can ONLY use these reasons IF your flight is delayed by 12 HOURS OR MORE (so they could give a care about if you nearly die trying to GET to the airport in the first place), and IF you go get a doctor's note on THE DAY OF the event. Even if you get one after, THEY WILL NOT HONOR IT!!!
So, I was supposed to go to the doctor on THE DAY OF the snowstorm?! Yeah right!!! On top of that, they don't even respond to you! I had to call after 6 weeks because I heard nothing regarding my claim and then was told the same sentence 6X like a lifeless drone because the customer service person wasn't even listening to me and kept saying "we need the airlines to confirm your flight was canceled due to weather!"
After dealing with NOT BEING LISTENED TO FOR 20 MINUTES, I finally raised my voice and explained that "my flight WAS NOT canceled, but I couldn't get OUT of my house because of the snowstorm!" She said, "Oh yeah, I see now... yeah, well unfortunately ma'am that's not covered?!" I'm like WTF "IS" covered then? It also takes eternal life to gather the information and details for your claim. I lost 2 hours that I'll never get back! Well people, pretty much "NOTHING" is covered! They are running the scam of the century! WOW! Seven Corners YOU SUCK! Get insurance through your credit card or private carrier, but PLEASE don't use this horrific company!
This company is completely unaware of what it takes to provide their customers with QUICK and ACCURATE services. I purchased traveler's insurance with Seven Corners prior to attending a trip to Europe with EF Tours. The insurance plan was suppose to cover flight delays and reimburse me for all out-of-pocket expenses if there was a flight cancellation or delay, and just my luck there was.
Not only did I lose practically two days in Europe and had to spend quite a bit of my spending money for the trip on renting a hotel room, food, cabs, and other necessities to stay close to the airport for whenever we would finally leave the country, but I had to come back to horrible customer service.
My trip was suppose to be May 15th-23rd, and after being stuck in America for the first 2 days, on the day that I got back (May 23rd at 2:00 pm), the first thing I did was fill out and submit the insurance claim forms so that I would be reimbursed my money in a timely manner. After a few days, I called Seven Corners only to have them to tell me to re-submit my forms. On the 23rd I sent it via email, and that following week I re-submitted it via fax. Then they told me it should be about 21 days at the most before I receive my money. Now, 42 days later they still have not completed my paperwork.
First of all, their assigned agent only works on my case whenever I inquire about it and every time that I do, their other workers lie and give me a date to call back again, only to be told that it is still not done. And if that wasn't an issue, she also did not review my insurance package so she was only trying to reimburse me for the out of pocket expenses even though I paid for an insurance plan that includes flight delays. I also submitted a letter from EF Tours Travel Support Specialist, Emily, that she wrote specifically for myself as well as my fellow trip-goers to submit with our claims to Seven Corners and they still overlooked that.
This company is INCOMPETENT. The people who work here are not concerned with handling people's cases in a timely manner nor do they take the time to actually review what is going on. They think they have forever to do things and do not consider the fact that people may actually have things they need to do with their money like pay bills and etc.
Sidenote: EF TOURS, you should really consider getting another traveler insurance provider. Not only does it make me not want to travel with your company anymore, it makes it look as though there is a communication issue between EF Tours and Seven Corners. DO NOT USE THIS COMPANY. Unless you are willing to be placed on the back burner and treated as though you don't matter!
CARMEL, INDIANA -- I agree with the complaints that I've read here. I bought this insurance for my wife and son while we were living in China. I was on a fellowship and was provided with one of their policies as a part of my contract. Next year, when we go back, we won't buy Seven Corners because they didn't end up reimbursing us for any of our expenses so we dropped a several hundred dollars on a policy and ultimately had to pay out of pocket for every doctor visit.
Add to that the headache that they aren't recognized by any of the service providers in China that they list on their travel website, so you have to submit paperwork that they ultimately return with the request for more info, and you've realized that you're just throwing your money into a bottomless pit. In the end, they said that we would be reimbursed for a grand total of 179 dollars of the 1000 we spent in medical bills over the course of the year, and that was taken up by the deductible, so we got nothing back.
We're still waiting on our last set of claims to be rejected, but we won't be upset by it because we are used to it by now. We got the email this week asking if we wanted to renew our policy... No thank you, Seven Corners. You didn't do anything for us.
SANTA CLARA, CALIFORNIA -- This company looks like a scam. I purchased an insurance from Seven Corners for my parents. After submitting the claim through email, they sent a letter stating that I haven't sent all the documents. I went to the doctor's office to gather the documents again and resend it to them through email. I got automated email notification stating that they have received my email but I got a letter after 4 weeks stating that I didn't send the documents.
It's been over 4 months now since I filed the claim. I paid about $1100 for the 6 months of coverage and I was asking for about $250 in claims! It's been a big hassle with no benefit. It looks like they do not read emails and try to avoid people if they file a claim. They also make the claim process so complicated that it becomes prohibitive for busy professionals. Beware of the company and try something else that provides an easier claims process.
Seven Corners insurance are utterly useless. After sustaining an injury last year I was taken to hospital and received some treatment. I submitted the paperwork three times by email over a course of six weeks and only after the third attempt did this pointless insurance company respond to confirm that they had received the documentation.
I returned to the UK in December 2010 and requested they contact me at my UK address as it is somewhat difficult to read post across the Atlantic. Despite this request, the company proved themselves to be far too cheap to actually respond to my UK address. I have therefore had to have the mail forwarded to me by email. The company simply dismissed any claim out of hand, offering no justification for rejection and just listing the costs and stating “your policy does not cover this”.
Well, having looked at my policy I was of the understanding (my basic grasp of the English language obviously not being sufficient to translate the tripe in a Seven Corners policy document) that I was indeed covered for an injury sustained on US soil.
Would I recommend Seven Corners? No. I telephoned them twice to: a) let them know a claim would be forthcoming and b) inquire as to the status of my claim. Both times I was spoken to like a grade A idiot by their less than complimentary staff. The pitiful response to my claim, both in terms of time and substance only serves to highlight how lazy and incompetent this joke of an insurance company is. Even if I prove to be unsuccessful with my claim, the sheer lack of respect and effort they demonstrate when processing and responding to a claim for an “insured” person is, I feel, sufficient to back up my opinion fully.
CARMEL, INDIANA -- I bought a travel insurance policy from Seven Corners (through the Squaremouth Website) for $125. It covered both missed connections and travel delays. My plane was 8 hours late from Havana to Miami and I missed the connecting flight home. I had to get a hotel room and a new ticket, in all spending $650 and getting home over 24 hours later than scheduled.
When I filed the claim (I had called Seven Corners from Havana to report the delay and ask for the "emergency assistance" in rebooking that they advertise, and they told me "we don't do that"), they first made me try to collect from the Charter airline with many emails and calls back and forth that I had to provide to Seven Corners. When it became clear the airline wasn't going to pay, Seven Corners then demanded even more paperwork including old/new itineraries (I had already sent old and new tix, and hotel receipts), certification from the travel agent that booked the trip, proof that I had originally purchased a non-refundable ticket, credit card statements and more.
In all, it amounted to 20 pages and took over 3 months of back and forth. Then they said they would not pay for a missed connection as it only applied to catching a cruise ship (that was not on the website when I bought the insurance, but it has since been added. It was also not in the "certificate" which is the controlling document that you have to look up.). Further, they would only pay for a one day delay ($150) even though the delay was 28 hours in total which is clearly longer than one day.
Squaremouth called me after I posted a bad review on their site and promised to intervene, but in the end did nothing. So I wasted countless hours and much frustration to collect $25 more than I paid for the policy. I was out $625 and a lot of time. This is a terrible company. Their business model is to wear the customer down until she gives up. Squaremouth is not any better -- They just want to protect their own reputation.
When this situation came to the attn. of the Squaremouth CEO it was resolved immediately and more than fairly. I give Squaremouth high marks. Consumers should avoid Seven Corners, however, as they are a terrible company to do business with. There are many other choices for insurance on the Squaremouth website.
I apologize, you are clearly upset and frustrated with both Seven Corners and Squaremouth. We understand you are very unhappy with the way your claim was handled by Seven Corners.
Even though Squaremouth is the agent and not the company that makes claim payments, we do provide a mediation service when things go wrong. We pride ourselves on our many successes mediating claims disputes between our customers and insurance companies. However, sometimes claims do not get settled to the customers satisfaction. We should have done a much better job of guiding and helping you through this process.
Our records show you were reimbursed $150 of your claim. To this end, Squaremouth has issued you a check to cover the outstanding amount of $476.11. We have also added a further $500 to compensate you for our failure to ease your frustration during your claim with Seven Corners.
In this case, we fought long and hard on your behalf. After reviewing the documentation from Seven Corners and yourself, we agreed with the insurance carrier that their policy wording had been followed correctly.
Once again, we unreservedly apologize for our failure to make this process less frustrating. We should have done a much better job of explaining how and why Seven Corners came to their decision. I hope the compensation check goes some way to make up for that.
If there is anything we can do for you or any further information we can provide, please call me at any time, I will be delighted to spend as much time with you as necessary.