MSH Reviews 

Terrible service, customer support is responding very slowly or not at all, and once the delays have pushed you over the time limit, reimbursement is denied. Claims are randomly getting denied because they require paper prescriptions, which we don't even have here any more. I repeatedly indicated that the prescribing doctor is listed on the provided document but I keep getting the same standard reply.

Our family has an extremely comprehensive and extremely expensive health-care policy with Previnter Paris which works through MSH International for US permanent residents which we are. We had no issues with MSH and its Calgary office till a year and a half ago. Now they are not reimbursing physicians to whom we have been going for years. When my husband had to have a minor surgical intervention at a surgery center in our city, they called the Calgary office which informed them we only had 'traveller's insurance' which is absolutely false. Calgary informed us that they work through the network of a company called Global Excel in the US. Previnter in Paris informed us we should also be in network with United Healthcare in the US. MSH in Calgary denies this. We asked them for a list of hospitals we are in network with in our home city (pop. 2.5 million). They informed us that Global Excel has no hospitals they are in network with in our city. However, if you look on the portal for Global Excel providers, multiple hospitals are listed for our city. We do not know what is going on or if we should seek legal advice. As it currently stands we are paying for extremely expensive health insurance (which should cover 95% of all medical bills and hospitalization including and for over $100,000) and getting no coverage.

MSH International is perhaps the worst company I have ever had the displeasure of dealing with. I held a health insurance policy with them based out of Dubai.

I could write a novel detailing how bad they are, but to summarize:

1) They will do whatever they can to not pay out claims-regardless of what the policy wording says. Every single time I had a claim denied, I got it eventually overturned, but it took months and tons of hassle and even contacting senior executives that I happened to know personally. At times, they had to be "reminded" of their legal obligations as per local insurance regulations.
2) The customer service is abysmal. If you happen to be in the UAE, try calling them at night when the Dubai office is closed so you can speak with someone in Europe as they are usually more helpful.
3) I tried to add my newborn baby to my policy-customer service is so bad that they never even came back with a quotation.
4) When you try to escalate, customer service refuses to provide you with an escalation policy, or contact to file a complaint. (Most reputable insurance companies will publish a complaint policy).

This company caused huge amounts of stress for me, and I recommended purchasing your insurance elsewhere.

I was insured from 2014 to 2021 and the service kept declining. Today, emails to customer service are regularly ignored so you have to complain to the underwriter more and more. Refunds are repeatedly calculated incorrectly (not in accordance with the T&C) and staff keep committing the same refund calculation mistakes over and over again. Getting them to correct it can take 2 months and several complaints. Refunds directly to hospitals and clinics are delayed so much that I was once close to getting urgent surgery denied at an eye clinic (after retinal detachment) because their previous invoice remained unpaid. Chasing up payment was a complete nightmare with nobody knowing anything or taking responsibility and emails being ignored.

Even my cancellation of the policy was ignored, so I had to complain to the underwriter again.

Avoid like the pest if you value your health. It is a shambolic company with staff that don't care about doing things right or treating their clients right.

I'm writing to customer service several times regarding the enrollment process and NEVER get to proper response. My company allows employee to insure our dependent as a benefit. I was not informed about providing additional info of my spouse while enrolled. There is NO confirmation, NO reminder at all to provide spouse info during and after the enrollment process.
I was enrolled on 13th May, 2020 where my spouse should be enrolled at the same time as I do.
I later found out my spouse was not enrolled successfully because I need to provide additional info in the application form.
Due to this process issue, I have to re-enroll my spouse and the policy took effect on 13th May, 2021.
My spouse was pregnant around April, due to this issue, there is a 12 months waiting period which prevent us from using relevant maternity benefit.
If my spouse was enrolled correctly in 2020, there wouldn’t be any issue. I have written to MSH China but never get a good response about the enrollment process. They told me they will review with their internal team but NEVER get back to me. I requested the customer to call back but they just ignore my requests. Please be careful. Don't use MSH at all.

THE WORST CUSTOMER SERVICE

Almost every time I email MSH team, I dread their response because they will NEVER answer your question. No matter how thoroughly I explained, they won't process your information. It's exhausting to deal with health matters, it's more exhausting to deal with an incompetent team of customer service.

They also compensate the hospitals really slow. I just received 3 bills for co-payment from 2019 and 2020! This was from my hospital and I quote "we have checked our record, the reason for the delay for treatment dated in year 2019 as we received the EOB from MSH in year 2021 only."

Here are two separate incidents in the span of a month...
1. My insurance is valid UNTIL 31 March 2021 yet proceed to charge me for medical treatment on that date. They refused to look into it until I had to escalate of matters to rectify their mistakes.
2. Asked about the medical bill in 2019. First person responded saying my insurance has expired, which we both knew. Second time (a different person) responded asking me to submit the bill for 13.07.2021 (it's only 11 August 2021!) and I already told them I'm asking about the bill from 2019.

Please fix your customer service. It's abysmal every time.

Abhorrent. Refused to reimburse any medical expense I had while abroad then tried to charge me an extortionate premium at the end of my policy after not incurring a single expense. I'm fairly sure the CEO is Satan.

Hi everyone, please be careful and don't try this insurance company in Canada,wasting time and more stress will bring in your life,they are denying their own policy in order to dont pay back your money, DONT RECOMMEND THIS SUCH A HEADACHE.

Episode#1
In spite of being a Platinum member with high annual costs almost every prescribed medicine be it refill or onetime types by certified medical doctors from reputed hospitals simply get just rejected at pharmacy counters after long waiting for reasons mostly unexplained or insufficient diagnosis etc.,
Episode#2
Back and forth with several reminder notes the Email communications starts up supplying medical reports, prescriptions over and above special letter from medical doctors and personal calls etc.,
Episode#3
No timely conclusive responses or even acknowledgements to close out on any of the ping-pong communications. Absolutely no concepts of “Customer Satisfaction” is ever seen in practice.

Suggestions to improve towards:
1. Have competent staff who has medical knowledge I.e., Medical Doctor at the prescription review stage when submitted by pharmacies for timely approvals.
2. Have a Customer Happiness Center” who can listen to such posts and take necessary steps for customer satisfaction.

Time is precious in today’s world... specially with availability of such great information technology tools industries like these can truly amplify its ROIs by analyzing dark data i.e., the data that is ignored most of the time.

I hope this gets appropriate attention towards a positive impediments to save the fading out customers.

I had to have a health insurance because I was attending the school as an international student so I had not much choice other that going with what school had to offer. The coverage wasn't even good there wasn't anything I could take advantages of it other than eye exam because everything else you can't use it other that it is emergency time which won't really happen often. So even though I took an eye exam and made the claim long time ago there is no answer still and still haven't got my money back yet, they never let you know the progress at all, I had to email few times to get hold of them and ask about claim and it's been a month so it is not worth it to have if you have choice not to.

Poor service, questionable criteria. I first contacted MSH in November 2019 and am still waiting to get clear answers from them. They asked me for a mammogram when none of my doctors have (I am under 40). When I sent them a perfectly normal ultrasound they decided to up the premium a considerable amount and after several weeks of back and forth, they also said my policy would have an "exclusion." In other words, I wouldn't be covered for something I would be paying a higher premium for. The most alarming part is that I still haven't received a response from them on what is being excluded and why. This whole process has made me question my own health (their "medical team" seems to know things about my health that none of my doctors do, and yet they are unable to substantiate it) and has been extremely frustrating, to say the least. I would not recommend this to anyone as it seems that this company is merely trying to increase people's premiums and take advantage of people's lack of expertise on medical matters.

I swear the worst experience I had with an insurance company. I was on the phone for over 30 minutes, wish I never called in the first place.

As an expat I have had a number of medical insurance Companies and these are so by far the worst ... avoid, avoid, avoid. They will do everything to wiggle out of paying, I am now having to send original documents off to Shanghai and honestly don’t trust them to say they have received them.

Extremely dishonest and unprofessional follow ups. Kept rejecting your claims with no real reasons. Asking for another document, yet when given, refused the claim again, for another reason that it had not even mentioned before. They kept you like that until you're tired of fighting for your right. Taking advantages from expats of international organizations, thinking we earn a lot and rob money from us. As a client from UNESCO we will keep fighting with staff associations to get this insurance company expelled from our system!

Good plan on paper, but they have a very poor health providers coverage. Examples:
I needed a service in Hastings, called to their emergency service and was told partner doesn't work on weekends!
Had to take my kid to an A&E... nobody knew about them or their partner provider (this was in London).
Also, unless you are lucky to get to a senior customer service representative -- who are quite helpful (thus the 2 stars instead of 1), they are clueless. Specially when it comes to emergencies.