On March 11, 2023, I was injured in Mexico and fell off 4-5 foot landing with no railing onto a concrete floor. Broke and dislocated my right wrist and required emergency treatment in a Mexico hospital and needed surgery. Had my wrist relocated (closed reduction), an overnight to watch for head trauma, and required substantial pain meds in the process.The surgery date coincided with the end of our trip and flight home, so we chose to repatriate and get the surgery there. Fortunately, my work travel insurer had a zero deductible rider, for emergency treatment only. At the time of my injury, the records/insurance department at the Mexico Hospital was closed, so we had to give a credit card number to pay for the services in the event they later had issues with the insurer. To date as of May 15, 2023, we have yet to see a bill, or a credit card charge but our claim and automated email from CanAssistance said our claim is being evaluated and a decision on that claim would be decided on within 30 days of receipt of the email and that the decision would be mailed. That was April 20, 2023.Being the pro-active guy that I am, and wanting to make sure there were no hiccups, I called a few days after receiving that email and was put on hold for 1-1.5 hours before speaking to an operator. Upon getting through, I told the operator I was inquiring about claim number 1234567, and was looking for an update to its status. The operator told me just to hold on the line for a second, and I was quickly whisked back into the main queue where the automated message manager advised I was back on a 2+ hour wait time. Was this a joke? I waited on hold for 5-10 minutes, quickly realizing this was not a joke and I hung up.Today, May 15, 2023, I called back, but called early and got into a queue of 15-20 minutes. Once I spoke to the operator again asking for an update to my medical claim, it went the exact same way again, being told to wait, putting me back on hold and into the general queue line, now at 1.5+ hours. I waited 15 minutes just to be sure, and determined this was no accident. From my short experience, this is their usual way of doing business. Ultimately, I hung up.So as of right now, I have no clue if my medical claim was approved or if I'm facing any bill in the mail. I was only attempting to make a basic query and couldn't even get a simple update.God help anyone who is trying to deal with this terrible customer service. I also I'm not type of guy to complain for the sake of complaining. If this is their usual way of doing business, wasting my time on hold for as long as they have, just to put me on hold longer, I wouldn't want to be dealing with them attempting to recoup medical expenses after the fact.I guess I'm crossing my fingers that my medical expenses in Mexico go smoothly behind the scenes, but simply, I have no clue and have no update from anyone.What I will be doing is double-checking my travel credit card's underwriter to make sure it's not Can Assistance. If it is, I'm changing cards. After reading the other reviews, I won't be using my work insurer out-of-country emergency coverage again and getting 3rd party coverage when I travel (if not covered in my travel credit card) and I'm avoiding Can Assistance like the plague.
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