Review Time
Greetings everyone. I had to rely on my insurance for emergencies, and here’s my review of how the service managed my cases. During my first two months in Bali, I encountered two incidents. 1. Scooter Accident — Outpatient Visit
A car suddenly stopped in front of me, leading to a fall and a hand injury. It wasn't severe, and with my girlfriend being a nurse, she treated my wounds. I did need a tetanus shot due to the local environment, which is advisable in Bali. I contacted the service, visited a clinic of my choice, received the vaccine, and submitted the reimbursement request online. Everything was reimbursed except for the €50 deductible for outpatient services. The approval came in just two days, which was impressive, and the funds were transferred immediately to my card. They didn't even ask for my license, even though I had one. 2. Bacterial Gastroenteritis — Hospitalization
This issue affected my girlfriend, who was on the same plan. It could have been due to contaminated food or water. She experienced fever, severe headaches, and overall pain — quite unpleasant. We went to the emergency room for treatment, and later, thought she could recover at home. I paid the initial bill, but her condition deteriorated once she was off the IV, necessitating hospitalization. The wait for approval was quite stressful. The hospital required a Guarantee of Payment (GOP) from the service, which took 7 hours. They wouldn’t proceed without it, so we had to pay a refundable deposit for treatment to begin — she required antibiotics urgently. Various sources indicated that the average approval time in Indonesia is 8–9 hours, possibly longer. To be fair, response times vary by location — some areas have faster approvals. My suggestion for the service is to enhance response times in Indonesia, particularly in Bali, a popular destination for many users. While delays can happen in remote areas, a 7+ hour wait in Bali is concerning. What was covered:
The service approved only essential medical expenses. Probiotics were not covered, which is common, although they might have aided her recovery. They also declined a consultation for persistent headaches and a follow-up visit, likely seen as unnecessary. Overall, critical recovery needs were met. Approximately $1250–1500 USD was reimbursed. The hospital did not show me the final bill, but the initial estimate was $1750 USD, likely coming in lower. The ER payment was fully reimbursed without the €50 deductible due to the case becoming a hospitalization, which required some clarification with the service, but they honored it. The funds were back in my account in less than three days. When I needed assistance, I emailed for a callback (as per their instructions) and typically received a response within 5 minutes. Occasionally, my emails were overlooked during my hospital stay, requiring follow-ups. Overall, my experience with the service was very positive, and I intend to continue using them. However, the response time for GOP approval in Indonesia requires significant improvement. While I can manage hospital deposits in emergencies, this shouldn’t be the norm. Ideally, hospitals would begin treatment without waiting for insurance confirmations, but this varies by location. Some insurers are notoriously unresponsive — I've heard of cases where they neglect urgent medical needs. Fortunately, this service is not one of them, but the wait time adds unnecessary stress during already challenging situations.
I’m writing another review as I can’t respond to comments from the service. So, I will address you directly… You know this isn’t a chronic condition, as stated by my doctor; it’s an acute situation from a sports injury. You're clearly searching for loopholes to avoid covering your client. This reflects poorly on the insurance industry. An elective surgery is defined as unnecessary or cosmetic, but I am unable to move and in constant pain, making it medically necessary. I see through your compassionate language; underneath, it’s about profit and denying care promised in your advertisements. Your company is shameful, and I can’t give a lower rating.
Hello everyone. I had to utilize my insurance for emergencies, and here's how the service managed it. In the first two months while in Bali, I encountered two incidents. 1. Scooter Accident — Outpatient Visit. A car braked suddenly, causing me to fall and injure my hand. It wasn't serious, and my partner, a nurse, treated my wounds. I required a tetanus vaccine post-accident due to livestock in the area. I emailed the service, visited a clinic of my choice, got the vaccine, and submitted the reimbursement form online. They covered everything except the €50 deductible for outpatient visits. Approval took just two days — quite fast. The money appeared instantly on my card. They didn’t ask for my license, even though I had one. 2. Bacterial Gastroenteritis — Hospitalization. This affected my partner, who was on the same plan. It could have been due to contaminated food or water. She had severe symptoms and we went to the ER. After initial treatment, we thought she could recover at home, but her condition worsened, necessitating hospitalization. The approval wait was stressful, as the hospital required a Guarantee of Payment (GOP) from the service, which took 7 hours. We paid a refundable deposit to start treatment. The average approval time in Indonesia is about 8–9 hours, but can extend up to 24 hours. To be fair, response times differ by location. My advice: improve response times in Indonesia, especially in Bali, as it's a popular destination. They only covered medically necessary treatments, which is standard. In total, around $1250–1500 USD was covered. The hospital wouldn’t show the final bill, but the initial estimate was $1750 USD. The initial ER payment was fully reimbursed without the €50 deductible since it converted to a hospitalization. Communication with the support team was generally quick, often receiving callbacks within 5 minutes. My experience was positive overall, but the response time for GOP approval in Indonesia needs improvement. Paying hospital deposits in emergencies isn’t difficult for me, but it shouldn’t be necessary. Some insurers are worse, but this wait adds unnecessary stress.
I am extremely disappointed with this service. My experience shows they will do anything to avoid paying a valid claim, constantly changing their reasons for denial. I submitted a claim for a diagnosis made during a visit to my home country, which should have been covered. They first claimed my documents were illegible, which led to unnecessary follow-ups. Then, they insisted the treatment was preventive care, despite a clear medical diagnosis. When I challenged this, they misinterpreted my symptoms as pre-existing. After promising a careful re-examination, I was met with 19 days of silence. They ignore my follow-ups while still charging my premium. If you are a digital nomad, be cautious: they excel at taking your money but fail to fulfill their obligations.
I chose this insurance due to its appealing interface, but the service was a nightmare during my illness. Despite submitting all receipts from my emergency room visit, I faced an eight-week wait just for acknowledgment while my finances dwindled. They rejected my initial documents, demanding overly specific medical reports that local clinics in Southeast Asia don’t typically provide, which forced me to make multiple trips back to the hospital while still recovering. Additionally, the marketing for the plan was misleading; I believed I was purchasing comprehensive health coverage, only to find it functioned like a minimal travel policy, excluding most care except for major accidents. If you need an insurance provider that genuinely supports you instead of overwhelming you with paperwork, look elsewhere.
I participated in a two-year program that started with a different partner. We never made a claim. Unfortunately, our broker misled us into thinking that the service would offer an affordable ongoing plan after two years. Now, at our ages, we are searching for an affordable new insurance plan elsewhere, which is quite challenging. It would be beneficial if the service considered offering discounts to loyal clients who have not made claims during the two years. Currently, the alternative plans are beyond our budget. The company responded to this on Trust Pilot, but unfortunately, they don’t have an affordable option, even with deductibles. Key takeaway: be cautious with what your broker recommends, especially if you are based in Thailand.
I’ve been using this insurance for almost two years. Every claim has been a struggle, with payouts taking 2–4 months, only occurring after persistent follow-ups. I’ve never experienced a smooth claims process. The breaking point came with my last two claims, both of which were approved, yet the money never arrived. There was no clear explanation or updates. After weeks of silence from the claims team and blocked communication, I’m done trying to get a response. I will file formal complaints with relevant authorities regarding the inconsistent handling of claims and lack of communication.
I have been a customer since the early days. I started with traveler insurance and have been using the comprehensive product for nearly two years. I am very satisfied for several reasons: they are fair, and even if a payout was initially declined, we could always resolve the issue through discussion and additional documentation. Payouts are extremely quick, and the support team is friendly and always available to help. That’s why I give them 5 stars.
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