MSH Reviews 226

One of the worst worst service ever
They took a month and are still ghosting me.

I work in a UN agency that uses this disgraceful company — the WORST of the WORST. Claims left unprocessed for months, despite reminders and the fact that the regulations of our medical benefits funds set a 30-day processing period. This means they violate our organization’s policy as the third-party administrator, which is extremely not professional. Even more disgusting is once processed, one of my claims got rejected for illogical reasons (requesting proof of payments that I already submitted, and when confronted they escalated by requesting for my bank statements. BANK STATEMENTS! How ridiculous! Not even in our organization’s medical benefit funds regulations ask for private financial documents like bank statements!). And when everything was resubmitted they gave another silence. By the time of writing, I still have several pending claim for months. Each time they replied, you encountered a new person that feels like they are using AI instructed to say: thank you - apologies for delayed response - we will transmit your concerns to the designated department. I call all government organisations and international organisations to open their eyes and wake up: it’s time to kick this disgraceful company! When your salary is deducted for 400 euros per month for this kind of incompetent service, it’s felt like you’re totally robbed off!

This company is a bad joke. I submitted an international claim to them in May 22, 2025 and I have not heard from them since. I was told 4-6 weeks for my claim to be processed back in May and today is mid August. Its been 3 months! I called them last week and got the runaround. I had to pay out of pocket enough to cover a medical emergency involving a 4 month hospitalization in Mexico and I had to spend my savings and max out my credit cards. I'm still carrying the debt 5 months after the fact. I am purchasing travel insurance from another insurer as these people aren't efficient at all in processing claims and I'm not confortable with the knowledge that i'd have to deal with them again, should I incur another medical emergency out of Canada. All attempts to escalate the matter are met with silence or directions to again submit my documentation. And then again. These are stall tactics to delay and then deny bona fide claims this company is responsible for paying. Google "bad faith insurer" and you'll get MSH INTERNATIONAL at the top of your search results. I've submitted claims which have been "lost", despite using the online submission method. Great, so they can't even keep track of what claims get submitted before denying them. This company has literally denied every claim I've submitted for out of country medical emergencies. I am quite appalled the Government of Canada would trust these people to administer even a Band-Aid to public sector employees and retirees. I have already purchased travel insurance from another company for my upcoming travels. There is no way in Hell I would depend on this company for anything ever again as they have made every bad faith move/response possible in dealing with me. The customer service reps literally see what you do on the claims dashboard, so there are no informed answers to any of your queries. Just some rep reading off the screen (the exact info I am viewing on my screen at home) in an effort to try and provide some degree of customer service. I can't imagine how this company could prove more dishonest, incompetent, and fundamentally useless as an insurer. And I do mean useless. The Government of Canada has successfully been sued for failing to provide overseas health coverage for its diplomatic corps by using this company. That says everything. And of course this edited review will be met with yet another invitation to "escalate" and resubmit my documents. Again.

Administrative incompetence on the part of MSH. Utter timewasters and useless company. I have a small medical claim since past several months, remains unresolved. All documents submitted, but no refund issued. I have been in touch with them numerous times. Every time I talk to them, they assure me that they will prioritize the processing of my claim and expedite reimbursement. I am still waiting. This company should be shut down totally.

Can I leave the ZERO star? Not sure who gave the contract to MSH International for the Federal Public Service Emergency Travel? Please do not renew the contract with them. MSH International is the worst one in the market. They tried to delay the reimbursement process; and they gave all kinds of reason to delay the process. Their website stated that the standard of service is 2 weeks, but that’s a lie! They will take more than 2 months to reimburse the medical expenses. When you paid thousands of dollars overseas from your credit cards, be ready to borrow money to pay your credit card debts, as MSH International will not reimburse within the 2 weeks period (as they claimed on their website). Consumers need to know the truth. Do not give the government contract to MSH International.

God forbid you have any serious illness and MSH International is the one you need to deal with. They make your illness much worse, dealing with them gives you nightmares.

The reimbursement process is a joke! They just go around with messages and requests to drag the reimbursement. I am since 2 months discussing to get the reimbursement of something covered under my contract.

Absolutely horrible. Horrible. Denies anything written as "report" in the bill. Asked for more information for the same series of treatment (but different submission) again. Never replied at all until called. And the claim is effectively delayed. Didn't act fast enough for guarantee of payment. After multiple call to many different agents in France, US, Guarantee of Payment is only sent on the day of the medical procedure.

I think their internal claim reviewing process, as well as the communication challenge with my main provider(in the US) has caused those issues.

Great help extended to help process claims esp by Johanna who was outstanding

If I could, I would give zero stars. After living abroad for more than 20 years, we have tried several instance providers and MSH is definitely the worse if all. No response when you write to them through the app. Even communicating through the “Live messages” your are being greeted and then no more is happing. Tried before again before with the agent Amal (UK) but there is simply radio silence!

sales (lies): Premium contract, premium support, you get reimbursed immediately and with our partner network you are taken care immediately with paying.

I have been waiting from June 2024 until now (January 25) for them to pay me back! There are 9 medical prescription that are reimbursed and part of the contract. None of them were paid back.

I advanced thousands of euros, dollars, etc.. And they do everything to refuse to pay me.

I send 51 emails to the customer support. I called hundreds of times, lost my time countless (I am running multiple company) and reached the sewers of call centers. I am right now online and have been waiting for them for 36'09" as of now

This healthcare is the ugliest I had in my life, I am young, fit and healthy and we are only speaking about simple consultation and medication here.

What an ugly company that doesn't care about your health and their people

The hospital outside of Canada that I was admitted to was denied payment of their services despite MSH providing them with a guarantee of payment. To confirm, the health care coverage is from PSHCP to Canada Life and adjusted by MSH. MSH's rational is full of falsehoods and not based on a singular fact. I have been working with them in good faith and also suggested they review my Canadian medical history. They have totally fabricated their rational for refusal. I URGE EVERYONE TO APPROACH THE CANADIAN PUBLIC HEALTH CARE SERVICE AND THE TREASURY BOARD. This is criminal what they are doing as it is evident that their internal mandate is to avoid paying out legitimate emergency health care claims to misrepresent how much they are saving the government at the cost of innocent Canadian citizens. I will give my claim number directly to MSH if they respond to this complaint. I will not add it publicly as the below option.

MSH International's entire business model is designed to make the customer eventually give up and it is DISGRACEFUL that they are allowed to get away with it.

When I compare my own experience with that of other disgruntled customers a few common threads emerge e.g:

1. There is one contact number and one email address and you can never get through to the same case manager or agent you spoke with the week before which means you keep having to explain an issue over and over with a different person every time you call or email.

2. Call wait times border on the obscene; MSH thinks nothing of putting you on hold for 40 minutes or more, even on international calls from a cellphone.

3. Duplicate case numbers (created by MSH) makes for a convenient excuse: "Oh, we couldn't find the documentation you submitted because it was filed under the other case number."

4. DENY, DENY, DENY. They keep denying items citing: "It is not covered under the policy" even though the policy clearly states otherwise. One item that I had telephonic pre-approval for was denied five times and every time I had to deal with a different agent who then promised to pass the information on to an adjudicator only for it to be denied again 3 weeks later. I only got results after retaining a lawyer and threatening legal action - the item was finally paid out 9 months after it was pre-approved by MSH.

5. DELAY, DELAY, DELAY. I paid all my hospital bills and medication upfront by credit card and submitted everything by registered mail as soon as I arrived back in Canada. After a month I contacted MSH but they couldn't find the documents for another 3 weeks even though I gave them the exact date and time it was signed for. In the end my case was escalated three times due to financial hardship but it still took 9 months to bring to a close so I don't think escalation makes any difference.

If, like me, you are compelled to use this abomination of a company through the PSHCP, my advice is to
record every single conversation and print out every email (emails conveniently self destruct after a few weeks) and keep everything together in a file for your lawyer that you will be needing unless you give up after six months like so many other MSH customers. Also, maybe let Canada Life know that MSH is tarnishing their brand to a remarkable degree.

Over the course of 2 years, these thieves have perceived 4000€ from me, with the payment of my premiums.

I have only once needed a surgery, amounting to less than 1.000€, which was properly refunded.

I was recently hospitalized for a serious hypertensive crisis with a risk of heart attack.

They so so kindly refunded around 150€.

After this hospitalization, the cardiologist recommended me to undergo a series of check-ups to male sure of my general health.

700€, a whole day being tossed around by a dozen different doctors.

I asked to be refunded, and they firmly denied it, saying that "random and not mandatory check-ups are not included in my contract".

Ehm... Random? Not mandatory? They have been literally recommended by my doctor.

So at the end of the day, those thieves have gained around 3000€ over my premiums (NOT ONCE PAID WITH A SECOND DELAY), and refused to refund what was rightfully mine.

Safe to say, I won't be paying my premiums anymore and they have lost a customer.

STAY AWAY FROM MSH INTERNATIONAL!!!!

I have made a claim in June and have been following up the reimbursement for more than 5 months now. Every time I contact MSH I receive unreasonable response, and it seems that no one really cares about the complaints. I have even made a serious complaint. It took them one month to get back to me and their response still lacks the basic logic and they closed the complaint case! I am absolutely dissatisfied with their customer service.

MSH still has not settled the subject claim after more than 10 months. This is a straightforward, well documented claim of only $2,391. MSH performance has been totally unacceptable - fraught with errors, delays, lost documentation and lost payments.

This claim was fraught with problems:

1. Delay #1 and Loss of supporting documentation. After 5 months and several status inquiries, on 3 June I was advised that my claim was denied because MSH did not have an itemized statement of charges or proof of payment. I had submitted detailed documentation with my claim. Did MSH lose it? I promptly resubmitted the claim with a detailed letter, an itemized statement of charges and proof of payment.

2. Delay #2. I expected that the claim would be processed quickly since it was an MSH error that the itemized statement of charges or proof of payment were “lost”. After more than 2 months I phoned to complain and the claim was subsequently approved in August

3. Payment Not Received. I never received payment. I called in September and was advised that a cheque was sent on August 16, and that a stop payment would be made and a new cheque sent. 3 weeks later I called back and was (erroneously) told the claim was paid electronically and MSH would investigate and call me back within a week. I never received a call so I called again on October 11 and was advised that a new cheque was issued on 9 October. I still have not received this cheque. How could 2 cheques in a row be “lost”?

4. Delay #3. After the second cheque was “lost”, the claim was reviewed again on 23 October, once again requesting for proof of payment and bank receipts for the third time! I promptly resubmitted the requested documents and received a polite acknowledgement. On November 4 I received yet another request for more information. After complaining by email and phone I received an apology, but was advised that the claim was still “under review”. I phoned twice and each time I requested a call back from a supervisor – the supervisor never called back.

5. Time and Effort Unreasonable. The level of time and effort needed to process a relatively small, straight forward, and extremely well documented claim was totally unreasonable. I spent many hours of effort on phone calls, emails, letters, and resubmitting documents. The time spent by MSH reviewing the claim likely exceeded the value of the claim - the claim history indicates that the claim was reviewed 13 times!

The claim is still under review. This is totally unacceptable and unprofessional.

Update 28 November. I received payment in full today. While I don’t understand what caused all of the problems, MSH finally took urgent action to complete the claim and issue payment. I received a phone call from an action-oriented supervisor who seemed to be instrumental in resolving the issue. Thank you!

I had a claim approved and was told it would take 20 business days for the bank transfer to occur. The time elapsed and nothing happened. I then tried calling on four separate occasions, each time waiting an average of 40 minutes on hold, before having to give up. I never got through to an agent. I also emailed three different addresses and also never got a reply. Essentially, even if you have your claim approved, they won't pay out and there's nothing you can do about it.

I gave this company negative star if I could. Terrible claim processes. Slow and no standard. Website is super slow. How did they win the DND public service deal??

Submitted a $2000 claim in October 2023. It took them until July 31, 2024 to deny the claim because they needed more information. Submitted it over a month ago. Have heard nothing and their system says I cannot look at the claim because I don’t have authorization. This is the most incompetent company I have ever seen.

Insurance company full of lies, I made a bad review recently due to a coverage refuse that I should have right to have and they say no by phone and they said we are gonna review your case send us an email to reclamation @ msh-intl.com, I sent all the info and till now no answer, they are totally liers and thieves. Be aware with this company and the one that also sales their insurance is one named RIMI don’t even trust on this one too.