I submitted a claim over 3 months ago and I haven't been reimbursed yet or any correspondence outside of the email saying that the processing would be delayed (that was in December. Today is the last day of February). I'm starting to regret the fact that I renewed the policy for my sons.
We purchased the policy in last Sept. There was an accident occurred shortly after so we called HCC for pre-approval. The staff on-call adviced us to go to a nearby in-network provider, and informed us policy should cover. However, the staff failed to reveal important details: accident occurred too soon may be declined, otherwise we as a customer would try avoid X-ray-s if possible.
Today after trip ended, we called the HCC and they told us they decline this because accident happened too soon since purchase the policy. The customer support (Jeff) just simply stressed the point that "accident happened too soon," without showing any sympathy that we could have avoided this if HCC informed us up-front at our pre-approval stage.
This is not responsible for customer if pre-approval department and claim handling department do not talk to each other: one keeps making promises, the other rejects afterwards.
And I searched this HCC through Squaremouth. I think I did another provider last year through Squaremouth and experience was good. It is unfortunate that Squaremouth disappoint us this time.
I wrote a few emails to them and they never responded. I wonder what would happen if I had to file a claim.
I was frustrated by the lack of clarity on what I could claim regarding loss of luggage. It was not very clear whether it covered theft of baggage during the trip, so I felt that was misleading.
Mexican hospital would not accept direct-bill and had never heard of HCC, despite being listed as a direct-bill hospital. HCC has not paid claim almost 3 months after the date of service, when all docs were submitted within a week of service. HCC has indicated that they will not pay emergency claim. I would not recommend this company.
When I called for assistance on more than one occasion, I was told that the system was down so I could not be helped.
It took several attempts using Live Chat and email to get appropriate instructions for submitting an electronic claim.
I am still unsure whether I need to submit a claim form in cases where the doctor/doctor's representative submits a claim to you directly.
I do appreciate the facility of travel insurance.
To be candid, the provider wasn't very response went I sent in my claim. The amount of time it took for the claim to be reviewed was too long. I felt I was the one always chasing after them and there was a lack of a comprehensive response or a follow-up to let me know where my claim was in the process. I just gave up on you all. I travel a/o work abroad often enough and my expat friends and I always exchange information on what's the best travel insurance. Sadly, I will not be able to recommend Squaremouth.
I needed a clinic/hospital that carried the rabies vaccine. I was sent a list, made many difficult skype calls, and could not find a facility on their list who had the rabies vaccine. I finally a hospital that wasn't on their list. The insurance called the hospital to set up getting billed directly but the hospital required me to pay up front and then bill the insurance.
The rat bite injury occurred 25 February 2013. I just now got back to the U.S. and filed a claim with the insurance today. Thus, I can't yet rate current customer service questions.
So far a good experience. However, the reviews I read for HCC are discouraging. I have only seen negative reviews for their claims processing.
Customer service is great, simple, and straight to the point. My questions were clarified quickly and without delay.
However, do please note to kindly remind customer staff members to MUTE or MONITOR incoming calls first. When placing a call and getting my notes ready, the automated machine did not place me on HOLD and sent me directly to a customer service representative......during a personal conversation with another employee. I over heard the conversation for 2 to 3 minutes while getting my notes ready wondering if it was a machine or how to properly interrupt the conversation.
No harm done. We all make mistakes. Just kindly remind customer service representatives to treat all work stations as "Hot Mikes."
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