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.
Price was reasonable; placement was simple; documents were promptly delivered and wallet card was handy to take on trip.
I was i nthe emergency room with perfroated diverticulitis. there was a little communication probelm due French / english. But they got it done, as far as i know.
Medical assistant agent wasn't entirely clear on what dental procedures would be covered.
It would be nice if the card & paperwork arrived before the trip toherwise great service.
Great customer service! Since I am pregnant and was looking for an insurance that covers pregnancy up to 26 weeks, I wanted to clear out which coverages were available to pregnant woman and where I should be paying attention when choosing an insurance. I only contacted by email, but the replies were always quick with exact details.
We were happy with this insurance provider and plan. However we had no reason during the trip or after to contact the provider. Price was good and coverage was what we wanted.
Thankfully, I didn't need to use it.
I considered filing a fraud complaint with the state's attorney general, because these people make it virtually IMPOSSIBLE to file a claim. I needed emergency eye surgery while in Paris. HCC's emergency phone line is answered by a bank, to whom they outsource service. It took multiple international calls to get to the right person who, to be fair, did the pre-authorization quickly. To submit the claim, first I had to print out paperwork (finding a printer while in Paris.. very difficult). To file a claim for the follow-up visits, I had to print out, photocopy and mail over 12 pages of paper from Paris to the U.S. When after 3 months I had heard no reply, I made a couple more international phone calls to learn that they had lost the paperwork and it all had to be re-submitted. (I had to call Squaremouth to find a number; there is no way to reach a live human using the numbers on their website. Squaremouth, happily, provided quick and friendly service.)
I took photos of all the paperwork, condensed the files because there were so many and emailed them all per instructions to HCC, but they rejected that set for being jpeg format and not pdf format. This was not mentioned on their website, nor did the person I talked to say a word about document format. I had to file the second set of paperwork FOUR MORE TIMES before they were satisfied, including sending one form their own instructions said to not send. This was over a month ago. I have received a check for part of the claim, but I also got an email from them a few days ago saying they were starting to process the claim. Infuriating, and incompetent to a point where I wonder if the obstacles were put in place to discourage the filing of claims.
I would really like to speak to the insurance regulators in their home state to blow the whistle on these people. Their service is so bad, it rates as fraudulent as far as I'm concerned.
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