written by Cox22 on 05/11/2022
Terrible service, they denied two legitimate claims and delayed resolution for more than a year. They aren't even subject to Virgin Islands law so there is little or no recourse. Find other insurance.
written by Arturof485 on 17/08/2018
My claim is now open for several months. I get reactions to my reminders but no action. Not trustworthy!
written by mazda2ujl on 23/07/2018
Months ago they reported, my claim now has been passed to the finance team for payment. Nothing happend, no Money, no Information. So l guess, Health Care International is not what they seem and l warn everybody, to contract with them.
written by DisgustedinSpain on 25/10/2017
I purchased a HCI policy for my wife. During the policy period she developed tendonosis in her left ankle and the doctor recommended surgery. I completed the claim form, had the doctor and clinic insert their information and submitted it to HCI for pre-approval, as required by the policy. The surgery was approved, but I was told that I needed to pay for it and then submit a claim for reimbursement. Did all that, and now we are told that the claim was denied because the tendonosis was a pre-existing condition. There was no pre-coverage history of this and our doctor confirmed that it was not pre-existing. HCI did absolutely nothing to investigate whether the condition existed during the five years prior to the inception of coverage, but simply denied coverage after they had authorized the surgery. To make matters worse, the policy requires arbitration in the Isle of Guernsey. To make matters worse, the policy provides that HCI's decision is prima facie proof of the existence of a pre-existing condition. In other words, just saying the words makes it a fact, unless I can prove that it is not. Done with this company forever
Written on: 26/08/2022
You could have taken your dispute to the UK Insurance Ombudsman's office. They would have reviewed your issue and if they decided you were in the right, they would have ordered HCI to pay the claim. Why didn't you do that?
written by Whenyourehonest on 05/04/2017
I don't know about you- but I believe in health insurance. I believe that you get what you pay for. I don't believe in a free hand out I do believe in fairness and truth! HCI does not hold that integrity or standard, and here's why... If you want to feel sick after you have needed medical treatment or dental, file and work with HCI and feel worse! I have been a HCI customer for YEARS! Why? Because we have no other coverage where I live. NONE. I have fought for every claim. Been sent to collections even when claims have been paid by me- then having to prove it,. I have been working with one agent for a couple of months. YES- I thought I had declined dental (additional 675.00 per year) As I was reading over my year end policy that was up for renewal, I saw that I HAD paid for dental. Yes my oversite. I contacted HCI immediately and said is there anything you can do to help me. I thought for sure I had declined based on the fact that HCI has raised the premium by 17-18% every year which has me giving up more and more options and benefits along with it. I was told in writing, yes we will waive the 3 month policy for filing your claim and review it all. I spent hours compiling, went and received all of my dental claim forms, receipts of payment, both individual and the gross ledger- (over 3500- US) sent the dental medical claim forms, all stamped. I spent over 138- in postage to ensure they had both hard copy and scanned copies via email of everything, I was pushed off onto other claim agents, who tried to say because I paid in CASH- I couldn't prove it?!! I had receipts from the dentist! I paid every cent. I sent everything in. My policy came up for renewal, how am I to pay yet again another installment of 646+ US when I hadn't received a penny of reimbursement back? But got plenty of run around and avoidance by the "senior claims agent" . I went for my allowed cleaning on February 22nd 2017! I paid in full- submit the paperwork and receipt (you have 90 days) to submit a claim. I submitted it all 11 days later March 3rd. Also making sure they had everything they needed to process the claims they had. They dragged this out and now say you didn't have all of the info to us by your end of year. THIS IS ONGOING because you keep making up excuses.... I have called and get told this man is unavailable. I have asked 3 times in writing for his supervisor, and a contact., I have sent everything back to him proving he had all information prior to. I sent the final claim in days after treatment that I was entitled to and paid for in my covered year. This is exhausting! I have now spent money for legal advice in counsel. I know I should just walk away, but I work hard day in and day out for every penny I make. I have paid in coverage to HCI tens of thousands for coverage... Buyer be ware. You will not communicate with the same person, you will be given the run around, and not reimbursed. The worst was that I contacted renewals saying may I please renew out of fear as soon as this is resolved? Of course they will take more of your money- BTW does anyone have a contact number for this reply--- There is no such listing on their site (imagine) From claim agent: "If you unhappy with any of this, you would need to put your complaint in writing addressed to the Compliance Officer. Once it has been escalated, if you are still dissatisfied you may log a complaint with the Financial Ombudsman Service." I have asked for contact info for both... I want to speak to your supervisor... In the meantime with over 1000 of us here where we live in a group policy- I will begin a campaign with our group and globally to see who else is being treated this way and because we are out of the UK- they're getting away with it? I now have nothing to lose by hash tagging and blogging about this DAILY for forever!
Written on: 27/07/2017
I have had a similar experience with HCI. So far, I have complained twice to the Financial Ombudsman Service , and in each case they fully agreed with my complaint, forced HCI to pay me what they owed me and also forced HCI to pay me financial compensation for the hassle. Visit the FOS website and complain to them - they're good, and you can use them even if you're not British. Also, email HCI's director Address your emails to him; he's responsible for their appalling service, so humiliate him in front of his staff as much as possible.
Written on: 02/08/2017
Thank you so much for your reply. Im sorry you too have had such experiences in dealing with HCI. I will contact The Ombudsman Service ASAP. Yes I thought I would need to be British in order to do that. I will get to that today as I have documentation of everything including a letter from HCI that said I was still covered by them, yet the refused to pay still. It has been incredibly exhausting to say the least. A friend of mine is still out entirely on having a baby and she paid everything up front and has seen not one penny of reimbursement. I've also received the entire email list of those of us here that have created a group with HCI and signed up. Im emailing the group to see who else is experiencing this situation.
That you again for your reply-
Cheers
Written on: 26/10/2018
Hi,
Did you approach the Ombudsman Service?
What was the outcome for you?
Regards,
written by LorenzoGill382 on 15/06/2015
I've lived away from my home country for more than a decade and have found this company to be the best option to suit my travelling lifestyle. There isn't a place on earth they don't cover in or at least as far as I know so it really puts me and family at ease, when one travels as much as I do it's a priceless convenience. I find them accessible and always most helpful around the clock and it gives a great feeling of security. Overall I have not been disappointed with them. I understand my policy, they help with any additional info I need, specially when going to far away countries in ex-soviet Union and it works!! I would absolutely recommend them to anyone travelling to of the track countries for work, studies or adventure. Well done to the team at HCI, thank you!
written by ZoeAnnStrauss on 10/03/2015
From the first initial contact that myself and my elderly mother had in dealing with Healthcare International to the very end contact, we were made to feel like premier customers. The process was so fluid, efficient and friendly we were amazed at how quickly that we were able to gain what we needed, we ended up looking into further policies within the group. My mother has now switched her life insurance policy to be with HCI! I really liked the fact that everything was so flexible and tangible and I have recommended to my colleagues.
written by on 06/10/2014
I have been with them for 10 years with few claims. I now have multiple claims outstanding for over 4 months with no sign of resolution. I have since filed additional claims and still no action on those either. All claims have to filed within 3 months of the event and all claim have to be file by post! We have a high deductable policy, so most years I am filing claims that never get paid anyway as they are under my deductable. A waste of time, energy and money. Insurance is useless if they don't pay when you need them. I will be renewing with another insurer even if the policy costs more.
Written on: 08/10/2014
Thank you for taking time to leave your comments. We would like to express our regret that after 10 years of being a loyal client you feel that our product no longer meets your needs. We would very much like to look into details of your policy and talk about your current membership with you. As our client information relating to policies cannot be discussed over public forum please email or call our Customer Care quoting reference RC166. You will find our contact details on our website. We have also sent you a private email through this website with further contact details. We look forward to hearing from you soon.
Written on: 10/08/2017
Hci is a very poor company. After being insured with them for 10 years I have now been informed that because I use medication to control cholesterol and blood pressure I will not be covered for any cardiac event. Insurance not worth the paper it is printed on. Hci were aware that I was taking medication but never until now said it was a pre existing condition.
Find another insurer
written by Aguirrekk103 on 20/06/2014
I have been reading some of the reviews on this site, and I have to admit, I have had a great experience with HCI. I have had this insurance for 5 years, and they have been great. A couple of years ago I was having trouble with my back. I was told that I had to have a very sensitive surgery. HCI was great. They communicated with all my doctors, the hospital and a special surgeon that had to come from out of town to perform the surgery. As it turned out, I started feeling better before the surgery, and two days prior to the surgery I was told that I would not need the surgery. I had already had many tests, and preliminary procedures that would lead up to the operation. Even though I did not have the surgery, HCI took care of everything, communicating directly with the hospital and doctors to cover the payments. I have the premium plan with dental. I have the payments wire transferred directly into my bank account to avoid large fees for receiving a check from a British bank. The only time I had any delays in receiving my refunds was when HCI was changing their reinsurers in 2013. They were honest and up front with me and let me know they were having a delay, which was causing a delay with my refund. I live in a place where it is very hard to find any individual health care plans for any kind of reasonable pricing. I feel that HCI is a great option for me and my family. Generally it seems that only the people with problems write in to these review sites. I felt it was fair that I write in my positive experiences. Because it is so difficult to find good insurance here, I have several friends that also have HCI and are very happy with their insurance. People that are happy do not feel they have a need to vent. I can only express our experience with HCI, and it is very positive.
written by YusufDaugherty on 15/05/2014
Same experience as most others. Over 3 months since they received a simple claim for dental treatment. I pay for the supposedly best, all-encompassing policy, yet am out of pocket. Going to the ombudsman.
Written on: 16/05/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would like to look into details of your claim. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC165. You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
Written on: 17/12/2014
Hello. Could someone advice how I can go through the Ombudsman ? HealthCare International should be banned. I have had the same experience like the others. They simply do not reimburse claims, do not respond to complaints and emails or provide contradicting information. I have filed a few claims this year and none of them have been reimbursed. It's been 6 months now and nothing can be done. It's been a terrible experience. Have never come across such lack of competence before. Is there any way we could get a group of unsatisfied customers together and proceed with a groups lawsuit ?
written by Richard484 on 01/05/2014
I have been with HCI for 3 years but in November of last year submitted my first claim for less than 100 pounds. as of today 27 April'14 I am still waiting for payment. There have been many emails, empty promises from HCI but still no payment. I would not recommend this company to anyone, how they survive I have no idea. How their staff can live with the potential consequence of their non action defeats me. Keep well away from them
Written on: 07/05/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would like to look into details of your claim. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC57. You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
written by Giancarlog492 on 04/04/2014
I have been with this company for 18 months. I am an ex pat Australian currently living in Italy and part of my residency visa requirements were that I needed to have private health insurance. After extensive web research I decided on this company because their premiums (a) covered my needs and (b) were the cheapest by many thousands of dollars. Now I know why. I submitted one minor claim last year which took 8 weeks and several hounding emails from me, to process. Although I specifically asked for a bank transfer payment I received a cheque. Just cashing that cheque cost me 20 euro - about 10% of the actual claim. I made several phone calls and emails and negotiated a 5% discount on this year's premium due to the poor service I had received. I must admit I was sceptical about using HCI again but when I compared their premium costs against other health care providers like BUPA and Cigna they were 40-60% cheaper. Given I am a healthy individual of now early senior years I decided not to waste unnecessary money on exorbitantly high premiums. This year I submitted another minor claim which has taken four months to process and still no money in my hand. I have written and spoken to several health care executives (minions!) and also had discussions with the Claims Manager - still no result. I have asked to speak to the General Manager and have also forwarded him the extensive email trail via one of the staff, but who knows if he ever received it! I have not received a response email from him nor any words of apology. There are no personal email addresses nor telephone numbers available for anyone at this organisation leading me to believe that perhaps it's just a call centre. I will be cancelling my policy at the end of this year as I personally believe this organisation is a sham. They offer no real customer service and are happy to take your money but loath to give you any in return. I don't believe there is even an independent way of reporting the organisation as they are not members of the Association of Independent Healthcare Organisations and I am not sure if there is any other department or service to complain to. So my final advice to anyone thinking about becoming a member of HCI is don't - you are wasting your money and are likely not to receive any sort of service, which will result in high levels of dissatisfaction and no doubt high levels of stress if your claim is a significant one. Go elsewhere!!
Written on: 10/04/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would really be interested to look into details of your comment. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC18.
You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
Written on: 16/04/2014
I recently wrote the above review. I alerted HCI to this website and the majority of negative feedback customers had left. Interestingly within 48 hours I received an email (via this website), which included a reference number, asking me to contact HCI. I did not do so as I had been in further conversations with the Team Leader in the Customer Care department. She assisted me last year after several emails I had sent had not resulted in a minor claim being paid after two months. This year she was once again able to ensure that I finally received the payments I was owed. One of these had been outstanding for over 4 months. Every email I sent to the generic customer care email address I marked to the attention of both her and the GM. I even managed to get my payment made by bank transfer. All in all it does not take away from the serious delays and ineptitudes this company seems to specialise in. And I will definitely NOT be renewing my policy at the end of this year! However, I am sure others with similar experiences would like to know that someone in the company can and will assist you. I was never rude, albeit frustrated and annoyed in every email or phone conversation.....perhaps that helped!
written by on 30/03/2014
My husband and I live in a US territory. We were dropped from our stateside health insurance provider when they realized we only spend a few months per year in the USA. We have been unsuccessful in finding an insurance provider in the territory and we do not qualify for the Affordable Care Act. Three years ago we joined HCI with the Executive Plan, thinking we would have great coverage. The plan is nearly $20,000 per year. We have had small claims and the first year they wire transferred the reimbursements in a fairly acceptable time frame. Last year our claim took 10 months to process and we received 2 checks. When we deposited the checks with our International bank, the bank took 15% of the amount to cash them and the funds did not clear for 3 months. Conveniently for them this was during our renewal time frame and we stupidly renewed for this year. We have another outstanding claim with them which was received early October 2013. We still have not received reimbursement, March 30, 2014. We have received a renewal form and another rate hike due May 1, 2014. Does anyone know of a regulatory agency to contact? Any suggestions for a reputable health insurance company for a US citizen living in a US Territory? God forbid if we get in an accident or get a serious illness.
Written on: 10/04/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would really be interested to look into details of your comment. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC17.
You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
written by lhh2014 on 18/03/2014
We have been with HCI for about 6-7 years. They were good at first and fairly smooth for our claims. Then sometime in 2012, we noticed that our claims were taking longer and longer to get paid. At the end of 2012, we spent a long time but was eventually successful in obtaining PRE-APPROVAL for an operation for our daughter. Since the hospital that we used did not recognize HCI, we had to pay at the end of the procedure and then make a claim for reimbursement. The operation was done in December 2012 and it is now March 2014. Some 15 months later, we still have not been paid the outstanding amount of over USD 10,000. Along the way, we have dealt with countless "Claims Executives" that keep giving excuses one after another. After so long, we are just tired but still extremely frustrated with our experience. We even had pre-approval but that didn't matter. We are still not getting paid. To make it even more aggravating, we just received a reminder for renewal. Unbelievable. Absolutely terrible terrible company. DO NOT USE THEM! Looking at the more recent reviews on this site, it seems that many people have had similar experiences within the last 6 to 12 months. We are now switching to a much better company. Wish we hadn't renewed last year! Another funny thing about them. On their website, you will notice there is not a single name of anyone at the company. You cannot contact their CEO/Managing Director or anyone in management.
Written on: 30/03/2014
I am in total agreement with you, what provider did you switch to? There are not many options available.
Written on: 10/04/2014
I am not in the UK. I have switched to a local provider in Asia. Good luck.
Written on: 03/11/2014
I just want to let everyone know that I had sent an email to Healthcare International with the reference RC16 that they give in their business response, but as expected, they did not reply back at all. For theiir PR, they just provide a generic business response on this site so that it looks like they have followed up.
Please do not use this company.
Written on: 07/11/2014
Thank you for bringing this to our attention. We have checked our mailbox and spam/junk folders for your email with reference RC16. I am sorry to confirm that this email has not reached us. Please could you resend?
Kind regards,
HCI Customer Relations
Written on: 10/04/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would really be interested to look into details of your comment. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC16.
You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
written by on 17/03/2014
Having had bad experience with other membership providers I am really impressed with this company's level of customer service. It seems to me that employees are happy to be part of this group and it shows in their care of members. Its is very refreshing to have a knowledgeable person on the other end of line with happy to help attitude! Well done and keep up the good work!
written by Georgeinhongkong on 15/03/2014
I am waiting since more than 5 months for a claim of less than USD 1,000 to be settled. Luckily i am paying them by credit card which i cancelled two months ago so that they no longer can debit me. I think these guys are operating a PONZI scheme. Below copy of my reply to them after they started chasing me for payments. dear thanks for your mail. i am waiting since over five months for a settlement of less than usd 1,000 which has been approved by your claims department a long time ago. considering this fact i am sure you understand that i am no longer feeding your ponzi scheme as clearly your company is not able to fullfill it's commitments towards its policy holders. below a string of mails which should make interesting reading but i am sure you working in accounts are very well aware of your company's financial situation. if it takes you and your company five months to settle a claim you can imagine that it will take me equally long to pay any premiums (if any).
Written on: 10/04/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would really be interested to look into details of your claim in question. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC15.
You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
written by Hays487 on 10/03/2014
We have family health care cover with them for two years and I am just about to renew again as I have had a very positive experience with HCI, they really have been great for us! (I am rather surprised at some of the comments) I have only claimed twice and small claims (removal of a mole and small accident while travelling in Thailand) initially it took longer due to my not understanding of forms/receipts required but overall I found everything was handled smoothly. I find their claims team exceptionally supportive, in my experience they really showed care and wanted to help. I am certainly much happier with this company than my previous provider and will be staying with HCI!! It works for us!
written by Raye60 on 05/03/2014
I have had a Travel Policy for two or three years, never had a claim, every year I tell them that I do not want or accept automatic renewal, every year they conveniently forget !!! they then write not too polite emails pointing out their terms and conditions, I replied with my terms and conditions 'You Have Lost my business' Avoid these clowns is my advice... Liked the low premiums Disliked the Service, or lack of customer focus !
Written on: 27/03/2014
I have the same plan. I was always made aware that the policy would automatically renew. You say you have had this for 2-3 years. Then you did renew didn t you?
What a pointless post.
Written on: 10/04/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would really be interested to look into details of your comment. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC14.
You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
written by on 26/02/2014
Claims payments has always been longer than satisfactory but this past year has become appalling. While the company has comprehensive policies and were generally okay until this past year, a recent claim is still unpaid after more than 4 months ( And it is not a large amount of money). However, as I am a senior and have to pay for services first and then get reimbursed, it has put me in a very difficult cash flow position. I have made numerous contacts but there is no action.. I am researching other options which is a hassle for me and a probably lost low risk customer for them as I am quite healthy.
Written on: 09/04/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would really be interested to look into details of your claim. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC13. You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
written by on 19/02/2014
After reading several reviews on this company I must now add my disappointment to the list. It seems that this company's code of conduct is to just delay payment to clients right from the very first claim contact. 4 months and I have still not received payment for a legitimate, straightforward claim. Excuses, and lies are all I am getting and will be taking the matter further with authorities.
Written on: 05/03/2014
Having similar problems - who have you taken it up with?
Written on: 09/04/2014
We would firstly like to express our regret that your experience has not been a good one. Our client satisfaction is of the utmost importance to us. We would really be interested to look into details of your claim. However, due to the sensitive nature of the information, we are unable to discuss it over the public forum. In order for us to investigate your concerns, please email us soon as you can and quote reference RC12. You will find contact details on our website. Alternatively, you may send a personal message to us via Facebook page Healthcare International Global Network Ltd.
In response to your comment we have sent you a private email through this website.
Written on: 04/04/2014
I too would like to report this company to an authority as in my view they are a complete sham. The majority of reviews on this site echo a similar theme.....excuses, delays of several months, payment (if you are one of the rare lucky ones to receive it!) via cheque only, even though a bank transfer was requested, resulting in a large bank fee. Utterly disgraceful.
As they are not a member of the Association of Independent Healthcare Organisations in the UK, I don't believe there is a formal avenue of complaint. Lucky them.
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As rated by our community of reviewers
Yettiattack's Response to mazda2ujl's Review
Written on: 16/10/2018
Are you still waiting for payment?Could you tell us the whole story?I know it is a lots of effort but it’ll be worth it for many and not for just One.
Mazda2Ujl's reply to Yettiattack's Comment
Written on: 17/10/2018
I reported this Case to the Ombudsman in UK.
mid. September 2018. They contacted HCI and one Week later HCI accepted the Claim. One Week ago they have done the Payment. I can highly recommend this procedure to everyone.
Yettiattack's reply to Mazda2Ujl's Comment
Written on: 23/10/2018
Thank you very much,it is great to hear that there is someone that could be contacted to get help.Fantastic!
Did you go directly to the Ombudsman for help?