MSH Anmeldelser 

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

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!