The Zero Complaint Guarantee

By Damian Tysdal, licensed travel insurance agent since 2006 · Updated 25 September 2026

What it is

Squaremouth describes it like this:

Every travel insurance policy purchased through CoverTrip is backed by a Zero Complaint Guarantee, offered by our partner Squaremouth, which provides free claims advocacy support throughout the claims process. This includes escalated claims support, documentation assistance, review and clarity on denied claims, and claims mediation if you wish to appeal a denied claim.

Squaremouth, the licensed agency that completes every purchase made through CoverTrip. Read about the guarantee on Squaremouth.

In plain words: you are not on your own if a claim goes wrong. Someone who does this for a living, and who is not paid by the insurer, looks at your claim and argues your side.

What it is not

• It is not a promise that every claim gets paid. If the policy does not cover what happened, no one can change that. The guarantee is about fair treatment, not free money.
• It is not where you file a claim. Claims go to the insurer first. The guarantee comes in after a denial you think is unfair.
• It is not insurance itself. It comes on top of the policy, at no cost, because you bought through Squaremouth’s comparison, which is what powers CoverTrip.

How it works

1. You file your claim with the insurer, the normal way. The claims contact is on your policy, and Squaremouth’s claims center lists every insurer’s claims department.
2. If the claim is denied and you think the decision is unfair, you open a Zero Complaint case on Squaremouth’s site. It is a short form: your name, policy number and what happened.
3. A licensed claims adjuster from Squaremouth calls you, goes through the denial with you, and tells you what paperwork will make the strongest case.
4. If they agree the denial is wrong, they take it back to the insurer and argue for it to be reconsidered.
5. If an insurer will not resolve a fair complaint, Squaremouth stops selling that insurer’s policies. That is the teeth in the guarantee, and it is why insurers take the call.

Who does the work

Squaremouth’s claims team. They are licensed claims adjusters, the same license the insurers’ own adjusters hold, so they read a policy the same way the insurer does. They work for Squaremouth, not the insurer. CoverTrip is run by a licensed agent too, and we send you to them because they do this every day.

Why we make a point of it

Most people who skip travel insurance say the same thing: “They will find a way not to pay.” Sometimes that is true, and sometimes the policy really did not cover it. The guarantee is the difference between guessing which one happened to you and having a professional find out. It costs you nothing, and the price of the plan is the same as buying direct.

If you need it today

• You have not filed a claim yet: start with the insurer. Squaremouth’s claims center lists every claims department.
• Your claim was denied: open a Zero Complaint case. Say you bought through CoverTrip.
• You are not sure which one you need: call Squaremouth’s licensed agents at 1-800-240-0369, 8am to 10pm ET, every day.

Questions people ask