Assist Card Reviews 264

My 96 y.o father lost his hearing aid due to an ear infection and we couldn’t find the device. We submitted all the required documents. the cost of the doctor appointment and the bill of the new hearing aid for one of his ear and they don’t want to cover de cost of the device. My father is 70% deaf and need it for his daily life and safety. I don’t recommend to anybody buy this travel insurance.

I have a very frustrating experience with refunds. The policy holder (my mom who is in her 80s) had a dental emergency on 11/04/2025. I submitted paperwork on her behalf on 11/08/2025 and I haven’t received my refund as of 01/17/2025. I even question the company’s ethics. First they said they couldn’t refund because I had purchased the policy in a currency different than the US dollar but I found that out when I called a month and a half after I had submitted paperwork. They never told me anything. Then I gave them the bank account they needed and received an email that it should be processed within 7 business days. It’s been almost two weeks and I haven’t received the refund yet. Very frustrating even considering that the amount is not even large.

More than 90 days still no refund on the claims. No way to escalate or follow up other than generic support email.

EDIT: I appreciate the prompt resolution once this was escalated, and I’ve updated my rating to 3 stars. However, the overall experience was frustrating due to delayed email responses and the fact that I had to use multiple channels just to get attention. I hope the company streamlines its support process so future customers don't have to work this hard to get a reply."

I've been waiting for the refund for more than a month and I've already sent everything in the app and I'm talking to them by email and it takes a long time and nothing leads to anything very strange since I sent everything I need to have the money.

Dont contract with then at all!! 14.months chadinf them up.for a US$146 invoice. My dad and mum bought a very exepensive travel insurance with them..no answers to several email calls..they simpmy ignored us.

Horrendous experience, I would never recommend this service. Consistently incompetent, and unreliable.

I bought Assist Card insurance in Medellin, Colombia. I turned in the health providers information over 4 weeks ago and was told I would be reimbursed in 9 days. I have made many attempts to reach them and get told to call another number or transferred to nowhere.

Awful experience. Customer service over the phone after the initial injury is the only positive thing about assist card. Actually claiming has taken 4 months so far and still requesting information that has been sent 3 times, requesting new information which is not under their policies, taking unreasonably extended periods of time to respond only to request the same information. They seem to be going out of their way to make it difficult. It is not worth it, even though it is a premium policy.

Everything was wrong since I bought it on the 3rd. I wrote a date on the site for the 30th, 30 and when I got the voucher, the date was the 3rd to the 3rd. I bought it, and my trip was 30 days later. They did not want to give me a credit; they blamed me, of course, I am a dumb senior citizen, but they are careless, and the calendar is faulty on the site. How could I buy insurance for a day and pay 30? It does not make sense. They denied my claim and offered a discount. DON'T WASTE your money, imagine if you have a claim ...Cheap is not real

I’ve presented my disappointment with them, as my case got re-routed to Indonesian team (PIC Ansori) where I got the case handled nicely in the beginning and finally they tried to dismissed my claim —which during my trip we got my watch and my brother’s ring stolen (PRESENTED with a FULL French police report as well) 🤦🏻‍♀️ and it took them weeks to sort and got back via a clause I’m never informed NOT WRITTEN on my agreement.

In my agreement its written that my personal belongings are covered up to $300, now they are trying to getaway saying theres this point that point blah blah.

Customer service was a nightmare — slow, unhelpful, and ultimately gave up without resolving anything.

My parents bought this insurance to travel to the Netherlands. My stepmother got a swollen knee on the plane, which made her unable to walk a few days later. We went to the GP, the GP did a few tests to make sure she didn't have thrombosis. Traveling otherwise would be too dangerous. The total amount was no more than €500. We called the insurance company to register and they said they would simply reimburse the costs. We did everything according to the Dutch route and the insurance. After declaring the costs, they made things difficult. We had to send all the papers, a statement from the doctor and from the hospital. After a few mailings to the assist card, the costs are still not reimbursed. With an apology, no statement from the doctor and the documents are not enough. According to Dutch law, I have already handed in everything. They should simply reimburse. In any case, costs incurred in the hospital and the doctor in the Netherlands. They then simply disappeared. So none of the invoices are reimbursed and paid. They are super bad and reliable. I don't wish this on anyone. Fortunately, the costs are not that much. Suppose you get really sick and need surgery. You rarely have to pay the costs.

I purchased Assist Card in September 2024 for a trip while in Colombia until December 28, 2024. I then had a trip booked home for new years and returned on January 11th to Colombia. I once again purchased insurance from Assist Card for the next 3 months. I had a medical incident where I started to feel out of breath, called assist card and was advised to go to a local clinic in Medellin. Once there I got news that an existing condition that i had was getting worse possibly due to altitude. I was going to be admitted and the hospital was preparing everything when my wife got a call from assist card that there would be no coverage because of the bill being already at $300,000 COP and was advised it was too many 0's and I would not be covered because of a pre existing symptom. Well, $300,000COP is less than $100 USD first of all and second my Assist Card specifically says coverage of $10,000 USD for all pre existing conditions. Needless to say it is a heart issue i am facing, heart failure to be exact, and I have records from as far back as 2017 that said this was something i was starting to deal with and possibly the altitude in Medellin just made it worse. Now i need medical attention, I have had to pay for ECG's and other tests and Assist Card will not help. Please do not use the insurance company as I wouldn't want this to happen to anyone else. At a time when one needs the help most, they dissapeared, and on top of that, the person on the other end made a decision to not cover me because he was obviously not trained to calculate currency exchange rates.

Gabriel Ortisi

It has been 3 months waiting for the company to pay the invoice from the hospital that my dad had to go for an emergency. I DO NOT recommend this company. Terrible! Now I need to go the the court to force them to pay the invoice.

My airline lost my baggage. Took them more than a day to return this luggage so we had to buy some emergency clothes. Assistcard refused to pay despite me giving all information and referred to a third party insurance… who asked again for all the same information and even more. Never paid me. Avoid at all costs, proper scammers

UPDATE 2 MONTHS LATER: After posting this review, Assistcard contacted me. Then they also tried to reach out to Caser and didn't reply to them either. After this, they reimbursed me what I spent in a matter of two days. Good customer service in this second round.

NO LO USEN PARA VIAJES DE MAS DE UNA SEMANA.
Soy un Chileno en Sydney y partieron bien, después de dos semanas dejaron de pagarle a los hospitales que ellos mandaron garantías de pago, usan la letra chica del contrato para excusarse de dar reembolsos o ayuda y yo lo estoy demandando porque me rehusaron una ambulancia, me dicen que tome un uber a un hospital en específico, cuando llego el hospital estaba cerrado y su respuesta fue “oh perdón, valla a este otro”.
Son un desastre entonces NO LOS USEN.

DO NOT USE THEM FOR TRIPS LONGER THAN A WEEK.
I am a Chilean in Sydney and they started really well, but after two weeks they refused to pay the hospital’s despite giving them payment guarantee, they used every part of the contract to excuse themselves from any form of help/payment. I am now suing them because, among other things, they refused an ambulance, told me to get an uber to a specific hospital, and when i got there, the hospital was closed, their response “oh sorry, go to this other one”.
They have been a nightmare to deal with, PLEASE DO NOT USE THEM.

Tuve una buena experiencia con Assist Card en hotel viva de República Dominicana , ya que mi hijo tuvo una gastroenteritis.

Timely response from the Assist card team and quick doctor visit. Hassle free.

After my disappointing experience with Assist Card, I cannot recommend this insurance company to anyone. I initiated a refund request two weeks ago and I have yet to receive any reimbursement. Despite my inquiries, the responses are vague and evasive. Also, there is no estimated timeframe for the refund. This lack of communication and resolution is unacceptable. Save yourself the trouble and opt for a reputable insurance provider that values customer service and fulfills its commitments effectively.

I claim for HK trip, they gave me some random news articles on Taiwan and Manila and says that HK is in the same geographic direction. So it is a known event and is not covered.

Pls think 10x before you buy Starr insurance