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One of the few insurance companies that will insure against civil unrest - My partner and I had booked a trip to Hong Kong months before the protests and USA-Assist were able to provide peace of mind while we were out there.
Worked out OK, given that we are talking about posing/answering customer service questions before program purchase. The difficulty as such was waiting for an email answer (which sometimes happens) as we live in a time zone which is different than many US based offices.
I wanted to clarify a couple of questions re coverage before booking it so I called the 1-800 number. Agent was courteous and informative and answered all questions that I had. She made me feel very comfortable. I would definitely book again with them for my next trip.
Quick responses to my questions. Well-priced coverage. Will use again.
Due to poor internet I did not get confirmation of my payment.
I went on the chat line for help and continued by email.
All was sorted out efficiently
Contacted one person f your customer service people who was unintelligible. She did not understand that I needed to put in a claim for medical treatment that my mother - the insured person - had received whilst on holiday in South Africa. I eventually gave up trying to make her understand that I wanted information on how to submit the bills.
Very professional and competent service.
Fast response from customer service. Fast claim processing. Will certainly avail again on my next trip. Will recommend to my friends
I was extremely disappointed by my experience with USA-Assist. I had to go to Urgent Care on a Saturday afternoon. The clinic needed a verification of benefits faxed to them in order to accept my insurance information. I called USA-Assist and their administrator repeatedly between 2 and 3 PM, in a vain attempt to reach someone at this company. No one answered. I called the emergency number. No answer.
I called Squaremouth, and the representative also tried to reach someone. No answer. As a result I had to spend $250 upfront, and now have to file a claim in order to get reimbursed.
Just as a coda: I called USA-Assist to find out why no one answered the emergency number. The rep didn't know. I called the emergency number. The man who answered told me that he'd been there all day Saturday and that there had been no calls. I have calls registered in my call log to the emergency number, so obviously this is false.
(Just to be clear, I have no complaints about Squaremouth. The reps there were nothing but helpful).
In connection with your claim, we have audited your plan’s claims administrator requesting the protocols and calls records. We revised the calls that you mentioned and found they are not present in the claim administrator records. After receiving communication from Squaremouth informing about the case, the claims administrator of your plan tried to communicate with you to the provided cellphone number in several and repeated opportunities without success; (In some cases unanswered, in others the cellphone outside the network).
Once the communication could be established, we send you the documentation form you need to file to make the direct refund to your credit card. To date, 3 weeks later, the documentation was not submitted.
The verification of benefits is a common practice among providers in the United States.
The communication with USA-ASSIST before travel were excellent!
During our trip, in an emergency case, we faced communication problems in 24 hours assistance by the telephone. We had to spell many times the name so the contract could be found with no result.
When I thought to communicate by
e-Mail, we received direct response!
In case of emergency, I'd rather communicate by
e-mail...probably USA -ASSIST should give multiple communication ways to clients than just a phone number.
Thank you for your comments. They help us to improve our services.
We apologize for the confusion over the spelling of your last name.
Please note that we have included, in addition to communication via rotary phone lines and e-mail, a LiveChat and WhatsApp 24/7 for assistance. This addition has already been published on our website.
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