I fear that I am a victim of harassment and fraud. After a disabling accident in Italy, I called 603-894-4710 and spoke with agents of "On Call International" on several aggravating occasions. My physicians and the hospital secretary also place several unproductive, phonecalls, FAXes, and emails to "oncallinternational.com". In every case, my ability to travel was questioned, and concierge service was denied.
6/16: Date of injury: broken fibula, two cracked lumbar transverse processes, and separated ribs # 8 & 9.
6/17: "On Call International" gives me Case Number 557328 by phone.
6/20: My doctor authorized discharge from the hospital, & completed the survey from On Call, authorizing transportation without escort. Leg in a cast.
6/20: Reports FAXed
6/21: Oncall "Hasn't received the FAX".
6/22: scanned doctor's report & forms sent via "oncallinternational.com".
6/22: "It will take 2 or 3 days to arrange for a non-medical escort."
6/23: "A radiological report and blood oxygen saturation concentration is necessary."
6/23: replies with data sent X 2
6/23: "We cannot authorize travel until pneumothorax is ruled-out."
6/23: "Our medical review board must review the case."
6/26: After 10 days, I made arrangements to return home at my personal expense & left the hospital.
6/28: I reviewed the Global Alert full policy certificate. Shocked to see that "there is no coverage for "Financial Default". I fear that "On Call International" and/or "Global Alert" are fraudulent or are out of business.
6/29: two visits to MD's @ my Kaiser Permanente HMO in San Jose, CA. X-rays, Rx's.
7/1: $864 in personal expenses to date
7/4: No contact with or from Global Alert or On Call to date
As most have said, customer service has been horrible. Our bags were delayed three days and we are only claiming a few replacement items that are supposed to be covered. You would think we were applying for top security clearance. We sent them items and they would request the same items a couple weeks later. We called, emailed, mailed and still after 3.5 months we are waiting to get reimbursed. I just don't get it. They still made money on our policy too. Never again with them...I hope we see some reimbursement this year.
They referred me to Tripmate, the co that handles their claims. I sent in a detailed, fully documented and organized claim for less than a third of the insured amount. Tripmate took a month to pay most of the claim and continues to investigate a small portion that I had already provided documentation for. The person who called me about it didn't know whom she was calling, seemed confused about her task, and couldn't understand my explanation. I don't expect that amount to be paid but haven't the time to pursue it. There were a few other unpaid items but I decided to let it go since dealing with the company is so difficult.
I canceled policy within the time allowed. Never received refund
We had to cancel the trip.
Due to an accident and an unhealed wound, we had to cancel our vacation. The insurance company gave clear directions on how to make a claim. I sent in the paperwork and we were refunded the full amount of the vacation. Any questions were addressed by a claim specialist. I am very satisfied with the company.
My doctor advised against travelling, so I had to cancel the trip completely. I filed a claim and they are investigating it now. Waiting for a resolution.
Review Updated: 10/21/2016
Tripmate was very slow in paying the claim after all the required documents were provided by myself and the doctor. Even going back to my doctor for more information. When the Squaremouth rep got involved, it was resolved and processed quickly. Their website said they paid the claim on Sept 29th. I called them in the am of Oct 17th still waiting for payment. The rep said the checks were mailed on the 30th of Sept.
However when they arrived that same afternoon in the mail, the envelope was postmarked 0ct 10th.
I now have been fully reimbursed. And am satisfied.
Thank you Squaremouth for interceding on my behalf.
I became ill while traveling in Germany and required medical assistance. My family was able to contact Global Alert and get everything I need as far as information goes and they were very helpful in giving me the info I needed in order to make a claim once I received my bill from the hospital.
I had to cancel my trip due to health concerns. Since I just mailed the 12 pages of documentation, I can't comment on my claim.
It sure seems like a lot of paperwork in order to file a claim. I spent 4 days in the hospital for pneumonia and that made my COPD worse. I sure hope your claim process does not take forever. I would have preferred to go on vacation but I could not manage the airport experience.
We have been waiting for our $200.00 reimbursement for over a month now, can't understand why its taking so long with all of the appropriate paperwork. The follow up has been completely eft up to us. We feel frustrated that this small claim isn't being expedited. NO efforts have been made by the company to assure us that it is in process or what the status is. I doubt we will use them again.
I had some questions for Squaremouth about my policy and tried to call 3 times for help. I sat on the phone for a total of about 3 hours at different times, which was ridiculous. Because I didn't get this question answered, the insurance would have been useless for the trip. I feel as if Squaremouth took my money and did nothing to make sure I knew how to work with the policy if something had happened.
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