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Seven months waiting on a small claim. My wife fell in Mexico City in March 2026 and needed five stitches. We filed a claim with SoNomad for about $300 and sent every receipt they asked for. Seven months later, the claim is still unpaid — SoNomad says it needs a medical report from the hospital, and nothing moves. I sent a formal complaint letter on October 12; they confirmed receiving it the next day but gave no timeline and no decision. A $300 claim should not take seven months. Still waiting.

Update — October 28, 2026: This claim has now been approved by SoNomad for $284.31, and the payment is on its way. It took seven months and a formal complaint letter to get here.

Never use this Insurance Company
Yes they are willing to take your money but if you have a claim they will push you from one department to another and no one knows what is going on with your claim…..after seven months of stalling and speaking to people who were incompetent in their work I got,lies,delays,runaround’s and pure frustration…..the bottom line is that they hope you go away…..would never,ever, use them again….also if you top up your yearly policy with extra days away..that is a separate policy, which I was never told about and if you have a claim that was denied they will only give you partial refund back,…..not a reputable company…….so bottom line is buyer beware….. if you want frustration, lack of communication, runaround, and pure hell in dealing with these people and company by all means ,buy their policies and your wishes will be fulfilled……

Update
My husband received his full refund of claim yesterday. It was 8 long months, however we finally got it. The person who contacted us last week after we put up several bad reviews was very nice, very helpful and very apologetic for our experience.

When they quote you on your policy is the big scam. Yes, the price is right but then you actually need to file a claim that is impossible to fill out . You need to send them medical records, a full diagnosis from the treating physician, or Hospital records. Go find all those!!! I already paid the doctors out of pocket so they are not eager to get me any document. The ones I didn’t pay have put me on a collection list.
My claims are from the winter of 2026. I am a snowbird.

Hi there I am writing this review so no one has to ever deal with what I had to deal with with this absolutely horrendous horrible insurance company I had an ear infection in Mexico went to see the local doctor and then on to a specialist in Puerto Vallarta and also a hearing test And It was a legitimate claim. I got the claim number in February of 2026 it is still Not being resolved we are into the month of August 2026 now I phone every single week and get the same run around I also produced the receipts my Visa statement which I have never had to produce for any insurance company before and still no closure. The reason this company does this and drags it out forever is the hope that you will give up do not give up you will eventually get satisfaction but it will take a long long time pass the word around that this company should never be used again as I have a very small claim maybe $600 worth Canadian I feel for any Canadian that has an excessive amount that is owed through this complete joke of an insurance company

Depuis le 13 février 2026 j' ai annulé mon voyage pour des raisons médicales, les documents ont été fournis le 18 février, depuis ce temps car nous sommes le 10 août 2026 , tous les documents fournis et après maintes promesses, je n'ai toujours pas reçu de réponse à mon dossier. Comme compagnie d'assurance voyage SoNomad, jamais je vais les référer.

J’ai fait une réclamation chez SONOMAD, Au Québec, Canada, qui a commencé début janvier et nous sommes maintenant le 10 août et j’attends toujours, je téléphone maintenant aux deux semaines. La réponse est toujours la même , votre dossier est presque terminé et vous devriez recevoir une réponse dans les no jours. Ça n’as pas de sens, nous ne pouvons jamais parler avec un supérieur. Mais quand nous prenons l’assurance, l’appel n’est pas terminé que la compagnie s’est payée par contre, quand nous faisons une réclamation, attendez vous a attendre dans réponses concrètes. Extrêmement déçu.

Still no reimbursement of over $10,000 for emergency medical on 23 February 2026.
It's now almost August 2026.
Contacted them by phone and email. Told me they have required information and are givingit priority.
This a terrible service..
Just Delay,after delay, after delay

I had great service when purchasing the cancellation policy . But my claim for cancelling due to injuring myself during the trip has been the worst service I have ever seen . I have submitted the forms requested over 3 months ago and followed up with several emails and 3 phonecalls . I have had no response to the emails and when phoning all they say is it under review . Not acceptable service. My medical insurance claim was paid through another company in less than a month . I am sorry I used soNomad and will likely not use them again .

J’ai acheté une assurance voyage pour ma mère et une réclamation a été ouverte suite à une urgence médicale. Depuis, il y a un important manque de communication et de suivi. Les réponses sont souvent vagues et répétitives (“dans les prochains jours”) sans échéancier clair ni mise à jour réelle du dossier.

Il est également très difficile d’obtenir un superviseur ou un responsable, malgré plusieurs demandes. Le service à la clientèle ne répond pas aux attentes dans un contexte aussi sérieux.

Après plusieurs semaines, le dossier n’est toujours pas réglé, ce qui démontre un manque de suivi et de professionnalisme.

Pricing is great but trying to make a claim is the worst. I've been at it for over 5 months now for claim of less that $200 US. They did not contact the provider in time so I paid out of pocket and submitted a claim. In following up on my claim, they tell you it's under review and you'll hear soon. About month 3, I call and they tell me they need proof of payment (no communication from them to tell me it's required) which I provide and now 5 months later I'm told it's still under review and I'll hear soon. The worst possible company to deal with - quick to take your money but not too keen to pay out claims.

SoNomad has a great price with no deductible.
But if you ever need to make a claim, their customer service is among the absolute worst I've ever experienced. They tossed me around to 3 different agents who knew absolutely nothing.
Although I was told they had contacted the hospital and ambulance directly and would subsequently pay them directly, they in fact did nothing. Now ater almost 1 year later, this has come back to haunt me. My opinion, STAY AWAY FROM SONOMAD!!!

Disappointing experience with So Nomad insurance broker! I will not consider purchasing from them again. Received an insurance card with a contact number, but when attempting to make a claim for a 48-hour flight delay (resulting in approximately $1000 in lost travel expenses), the process was frustrating. Calling the provided number led to being redirected back to Sonomad customer service. Despite speaking with So Nomad insurance assistance, there was confusion and an inability to initiate the claim.

Like other reviews from Sonomads customers , my husband and I also found their travel insurance reasonable and their representatives quite informative . We had reason to submit a small claim for just under $500.00 while away in Mexico . We were informed by e-mail from World Travel ( I’m guessing Sonomads underwriters ) in Ontario this past April that our claim had been approved and a cheque would be on its way by the end of the month . At the end of May I e-mailed back to say it had not arrived as yet . Got no response , so June 8th. I called them by phone and spoke to their claims dept . Confirming they had our correct mailing address , I was told that they would re-issue a cheque and mail it right away . I called again June 21st. I was then told the cheque was only mailed out on June 13th. July 5th , still no cheque so I called again and asked if they could either direct deposit the claim amount to our financial institution or e-transfer ? . I was told that their accountant could only do that so I asked to speak to her . Was told she was on another line so I left a voice message for her to please get back to me . No response by afternoon of the following day so again I called and said I would have to contact their compliance dept . if no response . This time they let me leave my own message on the accountants voice mail . I finally received an e-mail from their accountant the following day with an apology for the delay and asking for my bank information to enable the claim amount to be deposited to our bank . July 7th it was deposited . Just a follow up to say that at this date no first or second cheque ever did arrive in our mail box ? I hope other people who might need to make a future claim never need to go through this hassle .