Hi all. What is your experience with TH handling of a host cancelling a sit? I’m a premium sitter and thought I’ve been doing what I need to do, but I’m having a terrible time trying to get my claim processed. And their delay in replying to me is pushing it up to the 30 day window. Does anyone know if that 30 day window is for me to provide everything to them? Or for them to submit the claim? I provided everything to them (I believe) as of July 1st. Then I got an email reply on July 6 asking me to provide the info again, which I immediately did. And now no one will respond to me. And the the 30 day window ends on July 10th. But I’m hoping that since I’ve been responsive, and they’re just not prompt in replying, that I will be ok with still getting reiumbursed. It’s concerning, as I really need this reimbursement. And I had not been concerned based on my initial contacts with them when the sit was cancelled. But that has shifted now with their handling of this (or lack of handling), and them not replying. I’ve loved my experiences with TH until this. And feeling super frustrated right now…
Have you been able to speak to a Human yet?
I’ve never submitted a claim so can’t answer to that specifically, but for Support in general, I’ve had good experiences once I get through to someone in person. Ignore the chatbot — they’re pretty useless as you’d expect. I think you have to specifically ask for “Member Services.” (I called the support line directly, iirc, & asked for a representative.)
Thanks, I’ve tried to reach them several ways. But when I called the support line, I was told that they couldn’t help me because it was only for urgent issues. And, even though I said mine was getting urgent, they wouldn’t help me. I’ve also emailing again with and URGENT subject line. Also the chat, but that is never helpful. Hoping they reply soon…
Hi @debgillian1
Just to let you know that I have passed this across to the relevant team and can see that we have an open ticket regarding this, so just to confirm that someone will be in touch with you soon.
Edit. Just wanted to thank @MerryPuppins for also tagging a Moderator to this.
Tbh, I’d call again & tell them it IS urgent. (Mine wasn’t urgent in that sense, & they still addressed it.)
Since you have spoken to someone, tagging a few mods here to see if maybe they can have a peek…it’s after-hours in the UK but hopefully someone will respond by tomorrow at latest.
Oops…they beat me to it lol. Thanks! @Sam_F
Thank you so much! I hope I will hear from someone soon. And I greatly appreciate your help!
Thank you @Sam_F and @MerryPuppins ! I actually just received an email reply confirming that they had the info they needed and were sending it on for processing. And will get back to me within 72 hours. Fingers crossed this all works out and I do get reimbursed. And so great to know that moderators can help like this! Although I hope to not need it again. And I’ll update on how the reimbursement goes. Hopefully, smoothly from here!
Thanks for the update @debgillian1 -
There is also this thread about successful claims - when yours is sorted you might want to add your experience to this
https://forum.trustedhousesitters.com/t/tried-tested-process-for-premium-insurance-claim/57554