We received the policy before our trip with all exclusions. Appendicitis was not among them. In the middle of the trip I suffered an acute appendix and ended up in the hospital for nearly 3 weeks. I was in constant contact with the company, as was the hospital, and nothing seemed amiss. Two days before I was discharged, I was told by Trawick that I was no longer covered by the policy (the agent had confused period of coverage with period of benefits), and I was send a NEW and DIFFERENT policy which listed appendicitis among the exclusions. I consider this completely fraudulent and unacceptable, and the hospital as well as I, will be taking legal action if my claim is not paid. When my wife called Squaremouth for clarification, they were complete unhelpful, and an irate letter from her to Trawick and Squaremouth has, as yet, gone unanswered.
Made a claim four months ago for a small amount. They just contacted me for the first time and all the information they used was incorrect, the claim was for the wrong amount, and they said they needed proof that it wasn't a pre-existing condition (it was pink eye!). This will clearly be a lot of time and effort on my part to get it straightened out, and I am doubtful I will see any money. We used a different carrier for our last trip and also made a similar claim and they were great--nothing like this.
I had an opportunity to review this case personally and was able to quickly identify that there was an error made. The examiner entered an incorrect diagnosis and the claim was incorrectly processed for additional information when none was needed. The error has been fixed and the reimbursement was mailed to the member immediately. We apologize for any delay.
I filed my claim promptly. I mailed it the address they provided. I mailed it registered mail. They received and signed for it on 10/22. I made repeated calls when I had not heard anything. I was told they didn't receive, they lost it, it was sent to the wrong address. I was promised a return call from a supervisor - when I finally called back the next day he had left on vacation for a week. To date I do not have an answer about my claim. I was last told 2 weeks ago that they were waiting to hear from the hospital about some records.
We ended up in a remote hospital whose staff only spoke French. The admissions person couldn't get in touch with anyone from our traveler's insurance, they nearly turned us away from receiving treatment for our young daughter. They took pity on us (we didn't have access to the $4000 they wanted for treatment) and agreed to bill us and try to work with the insurance during the week. After the translation, I realized they asked my husband what "banana republic" we purchased the insurance from. Ugh.
See above. We *still* haven't gotten word from the carrier.
During my trip I got excellent customer service and pre-approval of my claim. The 24hr. representative Ali Azeem checked with the medical department who confirmed that I was covered because I was on blood thinners and had an IVC filter (a inner vien device to catch blood clots originating in the vein.
The claim was processed when I got home with some difficulty (couldn't read it, fax'd to the wrong Fax number etc.).
When following up no person I contacted could see why the claim was not processed. I finally got an e-mail saying the claim was denied because of a pre-existing condition, even though the policy was bought specifically because it covers unexpected re-occurrence of a pre-existing condition. (Pulmonay Embollisim).
Further follow ups with individuals who read the policy agreed with me that the claim should be processed.
I am now being asked for my 'medical history' and being told that I should gather that from my primary physician. No specifics are given as to what information is required.
Of course a medical questionnaire was filled out prior to purchasing the policy and an extensive on line chat and detailed review of the policy by myself indicated that the policy covered my needs.
It is odd to me that the auditor of claims Elvia Ledzema has sent me an e-mail stating that customer services wants this information. This is of course backwards. see below:
" Dear Carl,
Thank you for sending the attachment. I was advised by our customer service lead that we will be needing your past medical history. You’ll need to gather this information from you primary physician.
Thanks again for being patient regarding this matter and I look forward to hearing from you.
Internal Claims Auditor"
Global Benefits Group
Insurance Without Borders℠
26000 Towne Centre Drive, Suite 100
Foothill Ranch, CA 92610 USA
I mailed the claim over a month to the insurance company and have heard nothing from them. I am upset that they are ignoring my claim and have not contacted me at all.
I needed medical services while in Madrid Spain. I went to the Trawick Int'l office located in Madrid prior to seeing a doctor to make sure all administrative procedures where met. The personnel at this location where rude and unprofessional. Their only answer was authorization had to come from the US. They refused to assist or act as a liaison between offices.
Returned from trip the end of October and filed a claim for $200 with Trawick International. After 3 weeks of no communication found out they misplaced paperwork submitted. Resubmitted, and had to make at least 10 phone calls to Trawick to finally receive a check on December 27. This took a lot of time and became frustrating for me as the claimant. Trawick was incompetent and amateur in their handling of this claim.
Submitted two claims via the website. One got stuck somewhere in the process, but I was able to call and speak to someone. It went through quickly after that. Even though the costs of both were within the deductible, I was glad to see that processing went fine.
My mom was 89 at the time of the travel (Dec 1 2013 - March 23 2014 to Ft lauderdale Fl. She developed a severe bronchitis with shortness of breath and was admitted for 2 days to hospital. Because of her age I (her son) handled her claim. She has a pre-existing heart condition which I called about PRIOR to purchasing the policy. I asked if the $1000 for a pre-existing condition treatment for her heart applied, because there was also a clause in the contract excluding heart conditions. I was (mistakenly) told by the Trawick agent that the $1000 maximum benefit would apply for any heart condition treatment. Then after filing the claim and talking to GBG assist and also Trawick, I was given the opposite interpretation, i e that heart condition treatment was excluded. I should have been recording conversations just like companies often do as proof but obviously cannot do so. I actually called back and spoke to that same agent afterward and got a different story than pre-purchase of the policy (heart condition treatment is not compensable at all).
Anyway, that's all I have. My mom is not wealthy enough to sustain the added cost of the heart treatment which consisted of dispensing her usual daily oral heart meds while in hospital + blood tests to "rule out" an acute heart event, all of which were negative, and all of which cost about $1000). So I had to pitch in.
In summary, I'm upset about a favorable interpretation of the heart condition clause being compensable up to $1000 before purchase of the policy, and then a different interpretation afterward.
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