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.
After I purchased the policy, there was a disclaimer about payments to residents of California. This was not indicated AT ALL in the policy description prior to purchase. I had to call customer service and the person explained that if the underwriter went bankrupt, HCC would not be liable to pay claims in CA. An unlikely event, but something that should have been disclosed in the description of the policy. I would have probably purchased a different policy had I known.
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."
So far a good experience. However, the reviews I read for HCC are discouraging. I have only seen negative reviews for their claims processing.
There were technical glitches. Although I paid using my Amex, because of the glitches the transaction apparently did not go through. I had to call twice about this before leaving for my trip to S. Africa. Then I had to leave for my trip. Then I called back again from overseas, they told me that my transaction did not go through. Then I purchased the insurance for the remainder of my travel. I had to spend a lot of time on the phone with your representatives. They were very helpful and courteous but I had to spend extra time on the phone, which I was not happy about.
I'd still recommend Squaremouth based on my prior experience.
Provided the coverage I needed while I was in canada. I will use for my next trip.
All documentation was presented online to check to see if the details were correct, then sent out in the mail in plenty of time to read and review. It was reasonably clear (this was my first travel insurance policy) and fairly easy to understand for a "first-timer".
Still processing my claim, but the security of having insurance covered was reassuring.
I did not file a claim with this insurance company. I only purchased this insurance for primary medical coverage and evacuation purposes. Because my insurance carrier does not cover out of the USA medical costs, I wanted to make sure I had coverage in case the unforeseen emergency happened while traveling. It is also important to think of getting evacuation coverage in case you are traveling to third world countries where adequate medical services may not be available, and you need to be transported to another location. Through Squaremouth I was glad to find coverage which provided for both these needs.
It took a while for the claim to be processed (about 2 months), but to their credit they did mention a 60-day processing time upfront. I would buy this insurance again/recommend it.
Inadequate agreements for pre-paid claims in China. Purchased insurance thinking that there were agreements in place rather than the medical department trying to negotiate with the medical facility to accept payment. Otherwise insurance company tried to be responsive. It was a bit confusing trying to get to the medical department as the various people trying to help did not have the information at hand.
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Times Staff Writer
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