MSH Opiniões 

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.

Suite au décès de mon mari et les ordonnances en instance de remboursement . rien rien depuis mon dernier avis
C'est incompréhensible et terrible.
Vous avez beau écrire au service réclamation envoyer un courrier recommandé avec les preuves avec un contact comme ils vous écrivent en réponse ? c'est de la foutaise
Téléphoner etc.. cela ne sert à rien jamais de retour. Vous n'existez plus!!!! Il est mort.
et vous apprenez sur leur site que le destinataire du règlement est au prestataire de santé sans explication aucune !
Bref Msh international ne sert à rien car il sous traite une autre assurance. Quel bazar ,le souk
Donnez moi la marche à suivre pour une action juridique. Merci

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??

Depuis 2 ans on dirait que la politique de MSH est de ne pas rembourser les soins, par default. A chaque expérience de remboursement, même avec des documents clairs qui stipulent douleurs ou maladies inopinées, pas remboursé. Il a fallu batailler plusieurs fois par téléphone ou par email pour que l'equipe qui traite les demandes lisent les documents du médecin avec en plus le mot inopiné entouré en rouge. Dernière expérience de remboursement il y a peu, pas remboursé. Cette fois ci la raison (zone non couverte), alors que je suis bien couvert en France, j'ai appelé une première fois, aucun ajustement, second appel aujourd'hui la dame au téléphone adorable, mais elle va faire parvenir les éléments à l'équipe qui traite les demandes et qui, depuis 2 ans, rejettent les demandes, les plus courageux qui joignent le standard auront peut être une chance de se faire rembourser ? C'est dommage, je suis client MSH depuis 10 ans et je n'ai plus l'energie de continuer avec cette entreprise.

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.

Très bons services pour ma famille et moi-même alors que nous sommes en polynésie française dans le cadre d'une affectation.

Le mots incompétence leur va si bien. J'ai demander depuis 1 an qu'il m'affiche mes garanties sur le site internet, 3 demandes oui ont va s'en occuper, rien ne change. Bon sang êtes vous aussi nul pour traiter quelque chose d'aussi simple, qu'en est il le jour ou je demande une assistance médical ??? entre le support sur le site ou par téléphonne qui ne sert absolument à rien sinon à vous faire perdre votre temps je ne vois pas pourquoi payer des gens qui ne peuvent pas nous aidez. J'essaie aujourd'hui de faire une téléconsultation impossible, je m'inscris je rentre msh et mon numéro assuré il ne trouve rien, la encore je contacte le service client qui va surement être aussi utile qu'il y à une année. L'incompétence Francaise, un pays soit disant développer avec des services du tiers monde. Pour une assurance Expat dans le pays pauvre ou je vit il sont plus compétent, peu être faudrait il se remettre en question ou changer votre système managérial. Si vous n'avez pas de solution pour mes problème c'est simple je me casse.

P.S J'ai déjà envoyer une demande sur votre site en ligne, j'attend votre réponse. Sinon je ne vois pas à quoi ca sert d'avoir 3 endroits pour vous contacter. Et pas un seul capable de résoudre le problème.

Despite assurances that the company has dealt with its problems since assuming responsibility for comprehensive coverage of PSHCP they have not done so. I have been getting EOBs that deal with only part of a claim, the response to claims is inconsistent (denying items as not being covered that are approved for other claims, repeatedly asking for explanations which have already been provided etc.). In addition payments identified in EOBs have not yet been deposited in my bank account.
I never had a problem with the previous company and find it amazing that MSH has been unable or unwilling to provide even minimal service almost a year into their administration. Plan administrators need to request the Auditor General to conduct a full review of this fiasco.

I would actually give this company a NEGATIVE stars if it was possible.
Completed a claim in November 2023 - still nothing received. I have had some emails and phone calls that my file was being expedited - however, how many levels of service do you have. I last heard from them July 4 - they were processing my claim - RUSH. WOW they move very slowly I guess. There is no support from anyone.

Epoux d'une fonctionnaire canadienne a l'etranger. De memoire, je ne me souviens avoir vu une telle compagnie dans ma vie. Le temps consomme et la frustration que nous cause cette compagie, c'est juste abusif. En 1 an, j'ai soumis 2 reclamations: le premier a pris 6 mois a regler. Le second (avec entre autres demandes, un appareil auditif) est maintenant a 4 mois et toujours pas regle. Un jour, MSH me dit que c'est approuve, une semaine apres, c'est au service de paiement (sson to be released), une semaine apres, c'est en train d'etre verifie pour approbation... Pourtant, c'est indique noir sur blanc dans la Politique de Canada-Vie que l'appareil est rembourse. J'ai soumis le devis de l'audioprothesiste et l'ordonnance de l'ORL. Mais rien a faire, ils continuent a verifier. Quoi? Je ne sais pas. J'ai eu un premier appareil il y a 5 ans. Global Allianz l'avait rembourse en 15 jours. L'efficacite tout court! Je crois que MSH traite les demandes quand elle veut, quand elle a envie de le faire. Pourquoi se presser de traiter les reclamations quand de toute facon, l'assure ne peut rien faire contre vous. Des plaintes ? Bof!

It is August 21st. I submitted a simple claim in February, over 6 months ago and am still waiting for payment. Despite phone calls and email where they said they were sorry for the delay and said they would expedite my claim, still nothing!
The public Service made a huge mistake contracting our health care to Canada Life, who then downloaded our out of country claims to MSH. Huge blunder! We never experienced any of these problems before they took over and I was in the Public Service for more than 50 years.
My claim was for a Dr visit in Thailand due to bronchitis. A 15 minute visit where the Dr dispensed simple, but effective medication, the cost of which was included in my whopping $72 claim, has turned into a 15 hour plus nightmare trying to get service. In reality, this claim is minor, however because we are retired, travel extensively and aging, just how reliable and dependable will Canada Life and MSH be if we really have a life threatening emergency. Not very comforting!

ATTENTE DÉJÀ DEPUIS UN MOIS POUR UN ACCORD PRÉALABLE URGENT AFIN DE REMPLACER SUR ORDONNANCE AVEC DEVIS, UN APPAREIL DE SOINS PRÉVENTIFS !! CASSÉ ET IRRÉPARABLE (port du câble ne tient plus) et QUE J UTILISE DEPUIS DÉBUT 2017 ....

Les remboursements sont toujours très compliqués à avoir car il faut toujours fournir des justificatifs différents, incohérence totale ! Jamais aucune réponse quand on demande des explications. C'est épuisant, long, et laborieux.
Je passe à tout fou à essayer de régler ces problèmes de prise en charge. Jamais vu une assurance pareil....

Administrative incompetence on the part of MSH cost me a claim. Utter timewasters.

Cannot log in does not recognize email and or password which I know is correct so tried to claim I needed a new password but security is suppose to be done via a security question. How can I answer when there is no security question on the website!

Your reply here is to use this email to communicate with you. The email you gave does not work.

THAT EMAIL DOES NOT WORK!!!!! It comes back "undeliverable" For goodness sake you people are terrible and incompetent. I sent over $430 worth of claims, no response, nothing!!! YOu should all be fired. We never had these problems with Sunlife.

Filled out the refund form to get back part of my money spent on insurance as I no longer needed it. Insurance Solutions Advisor responded telling me that the policy says I cannot be refunded because I made a claim. I responded with the following:

""Hi, i don't understand why I am being denied a refund. The policy states that "In the event that you have cancelled your trip, you have been denied entry to Canada, or that you return permanently to your home country, you shall be entitled to a pro-rata refund of the unused portion of the insurance premium you have paid, provided that no claims have been or will be submitted under this policy."

It does not mention anything about being denied a refund based on receiving a health card which is why I am asking for a refund.

Furthermore, I did submit a claim and was told I cannot be refunded without a report from the clinic for which I did not submit a report to the insurance. However, MSH sent the refund nonetheless without receiving the documentation they required after calling and emailing me.

I would really appreciate if you can clarify where obtaining a health card and being paid for a claim for which I did not meet the initial requirement for reimbursement based on the call and email warrants no refund.""

I did not meet any of the conditions that would prevent me from getting a refund, however, I am being denied a refund for a claim I was not supposed to be reimbursed on because I did not fulfill their requirements. Of course, I have yet to receive a response for this.

I am part of a group of international students in Canada and I would definitely be advising everyone to ensure their insurance is not covered under MSH Americas.

I am from a 3rd world country and the insurances there would NEVER treat a customer this way for a claim of $200 made under a $1800+ insurance!