I was travelling to Thailand last year and bought two travel-insurances for my luggage because the amounts covered for a single policy weren't sufficient. I purchased a Global Alert and MH Ross travel-insurance. I traveled from Atlanta to Bangkok via Seoul. Unfortunately, my luggage was lost. I reported my claim on 11/17/2010 and waited for the Airline to investigate and compensate me. They couldn't locate my suitcase and I was paid $400 as compensation. As you can imagine, this didn't cover my loss.
On April 8th 2011, Trip Mate received my completed claim form and all necessary information to process my claim (incl. receipts, reports from the airline, copy of compensation-check from the airline - you name it..). I called numerous times to make sure they would be working on my case and I was assured all documentation would be complete.
Two months later, on June 9th, Trip Mate all of a sudden requested more information - information I already provided in April. Never mind, I faxed it in again. They received the information on June 14th and still no payment. Trip Mate is even unable to provide me with a status on my current case(s). During one of my numerous phone-calls, I was told that they had 15 business days to work on it after they received the additional information. Well, to my knowledge, that time has elapsed.
I'd also like to know why it took Trip Mate 2 Months (!!) to figure out that they would have to request information they already had right from the start.
What I noticed as well is that they always promise to call back but in 90% of the cases, don't do. They also hang up on you if you are so fortunate to get somebody on the line who couldn't keep his promise ("I'll investigate your case and call you back..") he/she made in a previous call. Here's the Activity-Log of one of my cases:
11/18/2010 CLAIM FORM PRINTED ONLINE (BLANK)
11/18/2010 CLAIM REPORTED ONLINE
04/06/2011 CLAIM STATUS REQUEST
04/06/2011 PHONE CALL FROM CLAIMANT
04/07/2011 CHANGED T.O./ACCOUNT
04/07/2011 FILE TO CLAIMS DEPARTMENT
04/07/2011 FOLDER LABEL PRINTED
04/08/2011 RECEIVED COMPLETED CLAIM FORM
04/15/2011 ACKNOWLEDGEMENT LETTER SENT
05/03/2011 PHONE CALL FROM CLAIMANT
05/05/2011 CLAIM STATUS REQUEST
05/05/2011 PHONE CALL FROM CLAIMANT
05/09/2011 CALL TO CLAIMANT
05/16/2011 PHONE CALL FROM CLAIMANT
05/20/2011 PHONE CALL FROM CLAIMANT
06/07/2011 CALL TO CLAIMANT
06/07/2011 PHONE CALL FROM CLAIMANT
06/09/2011 PEND CLAIM FOR ADD'L INFO FOR 21 DAYS
06/09/2011 REQUEST FOR MISCELLANEOUS INFORMATION
06/14/2011 RECEIVED MISCELLANEOUS INFORMATION
06/15/2011 RECEIVED E-MAIL RESPONSE
06/21/2011 ACKNOWLEDGEMENT LETTER SENT