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.
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