It was disconcerting when we phone the assistance number from the hospital in Mexico to find ourselves talking to Seven Corners as they were not mentioned on the insurance form- very confusing.
Seven Corners said they would pay a sum directly to the hospital prior to my7 release but the confirmation re the money never came through.
The ambulance coverage was billed direct and Seven Corners arranged the air ambulance but we understood it was from the hospital ICU in Mexico to the hospital ICU in Nanaimo, BC, Canada, But we have been billed by the BC ambulance service for the transport from Nanaimo airport to Nanaimo hospital and thus we will have to send in a claim to Seven Corners for the fee.
We had a missed connection which we were covered for, but I had a question to ask in order to provide the proper documentation for the claim. I called, no operators available and left phone number as requested. I did not receive a call back, therefore didn't receive the info I needed and am unable to make a claim due to lack of information. Not impressed.
A friend recommended Squaremouth (the name I was given) for travel ins. when I found myself looking for this product almost at the last minute. I was relieved that the transaction could be done so quickly and easily using the computer.
The policy did not specify that prior conditions now under control (through medication or otherwise) were an exception under the "prior conditions not covered"; and retirees like myself are almost bound to have some such condition - high blood pressure, for example: or cholesterol, or a pacemaker implant!
I find this to be unfair to us.
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.
As we didn't claim anything, I am unsure of how the policy would cope with that but everything else was really good.
As it happens my daughter had the same policy for different dates and has to make a claim so we shall see what happens although so far the assistance by the company has been really helpful.
As it stands, i would recommend this policy to others.
Very helpful and friendly, clear telephone service when a credit card number didn't go through correctly.
did not use this service
does not apply
I feel that Squaremouth... USA Assist... was a top quality company to deal with.
The coverage, the documentation, their helpfulness in extending our coverage for a couple of days at no additional charge, provided us with excellent client service.
I did not get as good a deal, as I did 2 years ago, for my mother, Tara. Did not file a claim, so do not know how that would have been handled. But would still recommend this insurance for visitors.
you are the best as your service is prompt and effective and efficient.l love you
YOUR SERVICE IS GREAT.KEEP IT UP AND FIT
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