MSH Opiniões 

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!

Depuis le 29/08/2025, j’attends un remboursement. Cela fait 3 SEMAINES… et toujours RIEN. Le problème est pourtant entièrement dû à leur négligence, et n’aurait jamais dû se produire : ils avaient toutes les informations nécessaires depuis le 6 août.

J’ai envoyé 5 e-mails, passé 7 ou 8 appels. À chaque fois, le même discours :
« C’est noté dans le dossier »,
« Ça va être régularisé cette semaine »,
« C’est une erreur de notre part »…
"Monsieur O'neil Jolson vous rappellera aujourd'hui ou demain..."

Mais derrière ces belles paroles : aucune action, aucun suivi, aucun remboursement.
C’est de la FRAUDE CARACTÉRISÉE.

Pourtant, le prélèvement automatique de la cotisation mensuelle, lui, a été fait sans le moindre retard... Ils savent encaisser. Mais rembourser ? C’est une autre paire de manches.

Pendant ce temps :
– je ne peux plus déposer de nouvelles factures,
– je dois avancer des soins coûteux,
– alors que je suis malade et en situation de handicap reconnue.

Ce que fait cette mutuelle est une HONTE :
– Discrimination manifeste envers une personne vulnérable, malade et handicapée
– Vol déguisé, rétention illégitime de fonds
– Fraude par omission, manquements graves à leurs obligations légales
– Négligence administrative prolongée

Si la situation n’est pas régularisée immédiatement, je saisis :
– le Médiateur de l’Assurance
– la DGCCRF
– les associations de défense des assurés
– et j’engage toute procédure légale nécessaire

Ce que je vis est INHUMAIN dans l'etat ou je suis actuellement. Personne ne devrait avoir à supplier pour récupérer ce qui lui est dû, ni à s’épuiser ainsi quand on est déjà malade et en situation de handicap.

‼️ MISE À JOUR SUITE À LA RÉPONSE DE MSH CI-DESSOUS : J’ai DEJA envoyé un email à leur service réclamations a l'adresse fournie dans leur reponse ici le 18/09/2025, immédiatement après avoir laissé cet avis (en plus de mes multiples emails envoyés précédemment et appels). À ce jour, je n’ai reçu AUCUNE réponse. La situation n’est TOUJOURS PAS régularisée, malgré mes nombreux appels et relances par email.

Par ailleurs, j’ai demandé à plusieurs reprises qu’on me fournisse mon contrat complet, incluant les conditions générales et particulières, par téléphone ET par email.
Par email ? Silence total de leur part.
Par téléphone ? On m’a envoyé une brochure commerciale, en prétendant qu’il s’agissait de mon contrat... J’ai évidemment signalé immédiatement que ce document ne constitue en rien un contrat nominatif et ne contient aucune conditions generales / particulieres. Puis, etant donne que j'insistais, on m’a dit qu’ils ne l’avaient pas, ce qui est manifestement faux! Dans un email que j'ai exige a leur collaboratrice au telephone le 19/09, il est écrit noir sur blanc "conformément aux garanties prévues dans votre contrat". Ils y ont bien accès. Refuser de me le transmettre est une OBSTRUCTION VOLONTAIRE. C’est une violation grave de leurs obligations légales ET constitue une tentative claire de me désinformer, voire de me tromper et de m'empecher de poursuivre des demarches legales a leur encontre.

Un scandal ! J'ai été hospitalisé en urgence, j'ai non seulement dû avancer les frais car ils ne répondent pas au téléphone quand l'hopital les appeler mais en plus de ça ça fait plus de 1 mois que je n'ai aucune réponse à mon dossier ! J'ai reçu 1 réponse aujourd'hui et deveniez quoi, le service client pense que j'ai eu une hospitalisation dentaire ce qui est complètement faux ! je n'ai subit aucun soin dentaire, ils mélangent les dossiers. Un scandale absolu, je ne renouvellerai jamais mon contrat avec cette compagnie !

EDIT: Suite à leur réponse jes les ai contacté, et ils m'ont répondu complètement à coté de la plaque, ils m'ont dit que j'avais été hospitalisé pour soin dentaire alors que c'est complètement faux bref un e grosse perte de temps, je ne renouvelle évidemment pas mon contrat expatrié. À FUIR 1000 FOIS

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.

Je rejoins les autres avis. En dessous des autres assurances expats, personnel pas formé, temps de traitement très long pour ne pas régler les frais médicaux malgré les justificatifs fournis et pré autorisation demandé. Un stresse supplémentaire quand on a un souci santé. Vous me demandez de contacter le service réclamation? Chose déjà faite à 3 reprises pas un retour de votre part. Une honte

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.

Vous cherchez une assurance santé internationale?
Un conseil avise: Surtout pas MSH, très certainement une des plus mauvaises su marche ,ils sont en outre capables de vous mettre sérieusement en danger en cas d'urgence, résumé ci- après:

Mon épouse a été conduite aux urgences pour une double fracture du fémur; l'établissement hospitalier ( Bali ,Indonésie) a effectue comme le veut la procédure une demande de garantie directement auprès de MSH; mon épouse a du attendre plus de 6 heures sur un brancard avec quantité d'injections de morphine contre la douleur avant que MSH ne daigne réagir ce qui a eu pour effets d'une part de retarder sa prise en charge ,et d'autre part de la faire patienter dans des conditions de douleurs insupportables, et enfin, de voir reporter l'intervention chirurgicale qui s'imposait de plus de 24 heures; comme si cela ne suffisait pas,MSH a continue de mettre un temps considérable a répondre a chaque demande de garantie (réponses obtenues a force d'insistance (avec l'aide et l'insistance de notre courtier local en assurances ) pour les soins a suivre en plus de ne pas rembourser certains soins (pharmacie dans le cas présent) alors qu'ils sont inclus dans le contrat souscrit .Au delà de ces prestations que l'on peut qualifier au minimum de pitoyables (alors qu'ils prétendent sur leur site "être a votre écoute H24 7/7" ce qui est clairement mensonger et serait tout au mieux un argument marketing ,cela fait plus de 7 semaines que je demande un mot de passe de connexion pour accéder a notre espace personnel ,toujours rien et même après multiples relances ce qui en dit long sur la "qualité" de leur Service Client lequel met encore une fois un temps plus qu'inacceptable pour répondre a quelque demande que ce soit ( d'ailleurs quand il ya réponse ).
Le seul sujet ou MSH est dans les temps, c'est sur les appels de cotisations ,la aucun problème de ponctualité.
Donc un seul conseil : assurance a éviter a tout prix , je n'ai plus aucune confiance dans cet organisme et c'est plus que justifie.

A bon entendeur...

J’ai partagé un avis sincère sur la qualité décevante de leur service. MSH l’a signalé comme contenu préjudiciable ou illégal — à tort, évidemment. Bien que l’avis soit resté en ligne, cette démarche en dit long sur leur véritable manière d’agir. C’est inquiétant.

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!!!!

J'ai été appelé par un conseiller pendant 1 mois, il savait comme quoi j'avais été opéré du coeur, il me proposait ce qui soit disant pourrais me convenir, 1 semaine avant de partir en voyage, j'ai été contactée pour me dire que en fin de compte l'assurance refusait mon dossier, je rêve, en plus dans tout les cas ma maladie n'est pas pris en charge donc pourquoi me refusé, vous avez fait perdre mon temps, pour toutes les personnes qui ont eux une pathologie ou opération au paravent, cela ne sert a rien, il vous refuseront au dernier moment, tellement déçu je croyais que vous étiez sérieux