Travel Insurance Direct
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Disappointed with process/time for claims and with reimbursement.
We have had insurance with TID for 4 years, doing lots of travel and without needing to make a claim. In January of 2018, we had all luggage lost for 48 hrs on Galapagos trip. We initially bought a few clothes to walk around in, but when we were 12 hrs away from going into the jungle/on a boat for 11 days and still no luggage, had to buy all clothing, adapters/cords for mobiles, electrical plugs, a headlamp and new duffel bags to transport it all in to last for 2 weeks. Luggage found/delivered 10 hrs later of course. I found the claims process ridiculously complicated and difficult. You had to enter each purchased item into an online form, which crashed, dumping all of the information entered to that point and requiring it to be reentered. We had the information in a spreadsheet, but I gather this was not acceptable for submission. We were required to provide receipts, which is fair enough, but we had to scan/send them several times because of readability issues and also because their email system was not receiving during part of the exchange. We also were required to email the airline which had lost the luggage (Spanish language barrier) and have them create documentation stating they had lost the luggage, and we were then required to recontact them for additional infomation to pass to Cerberus. All of this took a lot more emailing and back and forth than seemed necessary. We were eventually reimbursed for the clothing, but nothing for the adapters/electrical or duffel bags. As this was our only claim with TID, I don't know if our poor experience was a result of using Cerberus as some raters have suggested or if the excessive back and forth was an attempt to get us to just give up as other raters have suggested. I came away feeling that TID had not reimbursed us fully for covered items and that the drawn out, always-needing-more-information-to-be-sent-to-them nature of the exchange was a way to deter claimants from getting reimbursed. Quite disappointed. Jim