MSH Reviews 226

I have paid for MSH health insurance for 10 years and when I needed to use it, they not only denied me assistance, but even canceled my insurance policy. Its justification was a questionnaire, a broker's error. They left me completely abandoned and in addition to having to pay 100% of my surgery, I also lost my seniority rights and all the 10 previous annuities paid. What's the point of having insurance like that then? Why are these criminals never held accountable for their abuse?

After 2.5 months and a great deal of frustration on my part, vague and unkept promises from MSH, the claim was finally paid. It took demanding a supervisor until one got involved. Thanks

The response from MSH is a bot. I provided the claim #
For a claim filed with MSH on August 24th, 2023, it is now November 3,2023 and I'm real tired of vague promises and "The wire should be there by the end of the week". Well, it's the end of another 2 weeks of promises and even with their response organization promising help, I'm apparently no closer to seeing the money I'm owed. I've asked repeatedly to talk to a supervisor, but none are ever available. Promised call from said supervisor did not materialize.
Be warned

I filed a claim for a cancelled trip on August 24th, 2023.
Giving them time to process, I started calling in mid September. I received one email with one claim #.
In all the calls and emails was it ever mentioned that the claim for 2 people for the same trip, traveling together. had been split and was being processed by two different people.
No matter the question, the answer seemed to be "it's being worked on"
I did eventually get an email asking how I wanted the refund, I said a bank wire and after about another week on October 6th received a wire for HALF the amount.
I called back in and after the now expected 30 minutes on hold got a rep who said "oh that's because it's two different claims" I got the # and was told it was still in process. this is on Oct 6th
On the 16th of October, I received by post a check, unusable as it was simply drawn on a Canadian bank dated October 4th. It is now the 23rd Of October, and the promised wire is nowhere.

My wife had a medical emergency while out of country. Being in a foreign country I called the urgent 24 hour helpline since we really needed a medical referral, potentially help with translation, and to make sure that MSH would cover expenses at the hospital we were heading to but after 3 hours of being on hold the phone NO ONE ANSWERED! Meanwhile we got to a local hospital and sought the treatment she needed. She is out of the hospital now but still no one from MSH has called. How is this marketed as emergency travel assistance if no one is there to help you!? I am absolutely appalled and can’t believe the Government of Canada pays for this disservice to their employees and their families.

MSH is supposed to administer the Emergency Travel coverage. How is this possible when I call and wait on hold over 40 mins to finally give-up and submit for a call back. 24 hours later still no call back. I am suppose to rely on this for a medical emergency when travelling outside of Canada?! I am very very concerned. Where is the emergency response? And it indicates they provide evacuation services? How when they don't answer the phone? Am I supposed to pay out of pocket then?

Update Sep16
6 days later and I am still in the same boat. MSH Int'l did email me back saying someone from the Canadian Division will contact me and no one has. How is it that reviewer Michael below received such fast service when it's been 6 days and I still have not talked to anyone about my file. Praying to God that nothing happens to my son who is now travelling in SouthEast Asia.

I called. Waited 40 minutes. No one answering. Left my number for a call back. No one has called back and it is now 2 days. Just horrible customer support. Do not try to reach them if you are travelling and need help. Can’t log into web site even though their message says I have successfully registered. The system will not generate a verification code. Today I just get a message that says No Agent. Total mess the number to call for help is not answered.

I am new to MSH. I have been trying for over a month to get in touch with the company. At this time I have been on hold more that 45 minutes. The wait time was supposed to be:"the wait time is more that 2 minutes". Yesterday I gave up at the 1 hour mark and pressed '9' for a call back from an agent. I am still waiting 24 hours later. I have also tried emailing MSH but no one has responded to my email, although I received a message saying that my email had been received and that someone would get back to me within 3 working days. It's been 2 weeks and I have not heard back. Very disappointing customer service.

I was very impressed with the speed and thoroughness of the response from MHS following my complaint. The problem was resolved quickly and I can only praise the customer care staff for their friendliness and effectiveness. Happy camper again.

Been using MSH for many years now. They have a good network coverage worldwide and work with many hospitals worldwide. Been happy with precertificafion service and they been quick to response.
Lately my mother has been diagnosed with cancer, it is a very difficult moment for our family. MSH been there to give us the best coverage as possible and it is much appreciated.

July 19, 2023:
This is that kind of service that we pay and hope we never really need to use it, but unfortunately we had to use for my dad after almost 1 year of paying for this service with MSH Americas.
Now I have the hospital sending me letters saying that the travel insurance never paid them for the medical expenses, and will debit from my account.
Over one month after my dad went to the ER, I have sent several emails and numerous calls asking for a payment status, and there is no one to give me a reasonable answer.

How do we report this company to the Travel Health Insurance Association of Canada?

UPDATE July 22:
No one had contacted me whatsoever. I sent an email to Reclamation account as per MSH request on their reply. I hope this helps resolve my issue. Let’s see.

Very bad service..... insurance approvals are pending since 4 days. Called many times but no proper reply from msg team give different reason.. very rude behavior (lyzel)

After 14 years and as many agents that have come and gone at MSH., customer service and customer loyalty has diminished to a unprecedented low. Its a good company, just not connected with their customer support personnel

As a long-time customer, I find the claim management absolutely appalling. This is total amateurship. I have to send emails, give calls, send 5-10 reminders to get pre-approved expenses reimbursed afters weeks or months of chasing. The service is extremely poor for the high fee paid by my family (20,000 euros every year in insurance fees). Only keeping this insurance for a complex legacy purpose. Absolutely NOT recommended.

Run 1,000,0000 miles from this absolute incompetent company.
I purchased a policy on the understanding that it was flexible and I could change dates in line with the visa of visit for my elderly mother in law being granted. I was told that if the visa was granted after a change in her age there would be a small increase - turned out to be an additional 25% charge.
Eventually got a begrudging apology - although no break on the cost. I explained the visa was delayed and then was told that they would not go live with the policy and I could just call anytime pay the difference and activate. Visa is granted, I call and they told me the policy had already gone into effect. I am looking into this with the board of trade - not even sure this is not some scam organization?

The eperience was extrimly good with the Cataract operation for me and my wife:
-we recieved full nessesairy information and administrative support to cover these two operations.

I am impressed how responsive, quick, and accommodating the MSH International staff have been in responding to my requests (e.g. letter of guarantee, reimbursements). I also appreciate their effective referral system where they are quick and efficient in referring me to certain MSH departments responsible for my requests. Really well done!

Very difficult to subscribe. Make all possible to avoid refunding.

Continues to mismanage claims. Lengthy process and disorganised. Staff working remotely and calls are frequently disconnected and no one calls you back! No notes left on record so the patient has to repeat the issue every time you call for an update. Claim is still pending and several weeks after you submit, they ask for another document. Like we are all lying about our medical issues! Absolutely no confidence in this company. Causing the patient unnecessary stress and anxiety. My claim is still not resolved and service is not improved despite complaints! Sorry but this is unacceptable service.