Arch RoamRight: most-reported complaints
Automated analysis of 368 public Trustpilot reviews published 2021-04-11 to 2026-09-24. TrustScore 4.8 from 2,405 total reviews — see the Trustpilot page. Quick answer: is Arch RoamRight legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report warranty disputes, which account for 42% of the 118 complaints identified in the 368 reviews analyzed. Support issues are also frequent, with unhelpful service cited in 20% of complaints and unreachable support in 14%. Refund refusals were reported in 14% of the complaints. Trends indicate that warranty dispute reports remain flat, while unhelpful support reports are rising and refund refusal reports are falling.
How to reach Arch RoamRight
These are the contact details Arch RoamRight publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 1-800-699-3845, email [email protected], address Executive Plaza IV, 11350 McCormick Road, Suite 102, Hunt Valley, 21031, US.
The company claimed its Trustpilot profile on 2014-05-14, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-25. We last checked this profile on 2026-09-24 and found 9 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.8 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (90%, 5.0d) · 2026-08-24 (90%, 5.0d) · 2026-08-27 (100%, 5.3d) · 2026-08-30 (100%, 5.3d) · 2026-09-02 (100%, 5.3d) · 2026-09-08 (100%, 5.3d) · 2026-09-12 (100%, 5.3d) · 2026-09-15 (100%, 5.3d) · 2026-09-18 (100%, 5.3d) · 2026-09-21 (100%, 5.3d) · 2026-09-24 (91%, 5.3d).
Severity: 40% of this company’s 118 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 4.3 days between the experience and publishing their negative review (92 reviews record both dates).
What their policy promises
refund window: unused, prepaid, non-refundable travel costs — meanwhile 10 reviewers in our census window reported refund delays.
“Trip cancellation insurance reimburses travelers for unused, prepaid, non-refundable travel costs if you need to cancel your trip due to covered reasons.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 305 negative reviews that received a public reply, the median wait was 2.4 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 305 company replies to negative reviews analysed, 38% engaged with the specific problem and 31% were generic templates.
48% of its 231 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: warranty disputes makes up 42% of this company’s complaints vs a 17% median across 55 ranked companies in its sector.
Review velocity: 323 of this company’s 2,405 Trustpilot reviews (13%) were written in the last 12 months.
What are the most common complaints about Arch RoamRight?
Warranty disputes
49 reports · 42% of complaintssteady“I was denied because I was “medically disabled” when I purchased the plan.”
2 readers marked this review helpful on Trustpilot.
“Zurich/Freely denied my claim because airline delay was due to Air Traffic Control issue and was NOT covered.”
The company replied on 2026-01-06: “Hello, We believe this review may have been intended for a different travel insurance provider. This page is for Arch RoamRight Travel Insurance, and we are not affiliated with Freely or Zurich.…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Every step of the way they have tried to twist the policy terms to deny coverage.”
The company replied on 2026-01-02: “Brooke, Thank you for reaching out. Your appeal is currently under review. We appreciate your patience during this process and we look forward to providing further assistance with this matter.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
24 reports · 20% of complaintsrising since 2024-11“Every step of the way they have tried to twist the policy terms to deny coverage.”
The company replied on 2026-01-02: “Brooke, Thank you for reaching out. Your appeal is currently under review. We appreciate your patience during this process and we look forward to providing further assistance with this matter.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Our claim was denied because the date the medical professional saw our friend was one day after we had to cancel.”
The company replied on 2024-02-07: “Concepcion, Thank you for reaching out to us. At the time of posting, we understand that your issue is being or has been resolved. Please look out for a communication from our team and if you have…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“We were subsequently denied the claim as trip delay does not cover this expense.”
The company replied on 2023-05-30: “Sean, Thank you for reaching out to us. Travel insurance is a named peril insurance, meaning only covered events outlined in the policy are insured. While there was coverage under your policy for…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Refund refused
16 reports · 14% of complaintsfalling“legitimate claim for a broken toe during a trip to Cancun was never paid.”
The company replied on 2024-08-08: “Sam, Thank you for reaching out to us. At the time of posting, we understand that your issue is being or has been resolved. Please look out for a communication from our team and if you have any…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“we received a refund from Roam Right for less than half our payment”
The company replied on 2023-02-15: “Jo'ann, Thank you for reaching out to us. We'd like to understand more about your experience and obtain more information about your 1-star review. When you have a moment, please send an email to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“we are unable to honor your claim”
The company replied on 2022-11-28: “Pam, Thank you for reaching out to us. We are unable to locate a policy in our system associated with the name posted with this review. When you have a moment, please send an email to…”
Our classifier read this reply as a template response.
Support unreachable
16 reports · 14% of complaintsfalling“That's *not* something to hide in the fine print!!! What a ripoff!!!!!!!!!!”
The company replied on 2025-06-26: “Hello, Thank you for reaching out to us. We'd like to understand more about your experience and obtain more information about your 1-star review. When you have a moment, please send an email to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I tried communicating thru email several times, and then called but couldn't get connected to a claims human.”
The company replied on 2023-01-10: “Javier, Thank you for reaching out to us. As with any insurance claim, in order to adjudicate a claim in accordance with the terms of the policy, whether to approve or deny, our examiners require…”
Our classifier read this reply as a substantive response.
“despite two phone calls and an email they where unable to amend the booking and I was left with no car when I arrived.”
The company replied on 2022-10-17: “Marta, Thank you for reaching out to us. We are unable to locate a policy in our system associated with the name posted with this review. When you have a moment, please send an email to…”
Our classifier read this reply as a template response.
Other
14 reports · 12% of complaintsrising since 2024-11“I went file my claim and it was too late.”
The company replied on 2025-04-08: “Beverly, Thank you for reaching out to us. At the time of posting, we understand that your issue is being, or has been resolved. Please look out for a communication from our team and if you have any…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I was promised a breakdown of charges of the Pro Plan, what it includes, etc. Didn't get it yet.”
The company replied on 2025-07-14: “Darlene, Thank you for reaching out to us. At the time of posting, we understand that your issue is being, or has been resolved. If you have any further questions, please contact us. Regards, The…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they told me my husband at 76 was too old to cover.”
The company replied on 2024-03-01: “Helen, Thank you for taking the time to leave a review. We appreciate your feedback. Regards, The Arch RoamRight Team”
Our classifier read this reply as a template response.
Refunds delayed
10 reports · 8% of complaintsfalling“It is now August 31 2022 and no decision has been made”
The company replied on 2022-09-01: “Caesar, Thank you for reaching out to us. As with any insurance claim, in order to adjudicate a claim in accordance with the terms of the policy, whether to approve or deny, our examiners require…”
Our classifier read this reply as a deflection.
“A simple claim of $1300 took 3 months of additional information requests”
The company replied on 2024-10-09: “Stephen, Thank you for reaching out to us. We'd like to understand more about your experience and obtain more information about your 2-star review. When you have a moment, please send an email to…”
Our classifier read this reply as a template response.
“just keep getting the run around trying to get a refund”
The company replied on 2024-01-24: “Randy, Thank you for reaching out to us. We'd like to understand more about your 1-star review. When you have a moment, please send an email to [email protected] so we can review your…”
Our classifier read this reply as a template response.
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.