I was admitted to Siloam Hospital, Bali on 7 November 2025 with a suspected cardiac event, diagnosed as UAP dd NSTEMI (Unstable Angina Pectoris, ICD-10: I20.0). The total claim is IDR 13,311,828. On the day of my hospital visit I contacted SafetyWing's live chat agent directly, informed them I was at the hospital, and asked for guidance on how to proceed.
I have filed three separate claims (CLM60036365, CLM60040125, CLM60043184) and been denied each time for three different reasons.
Claim 1 was denied because the hospital documents were password protected. This is standard practice at Siloam Hospital and the password protection was applied by the hospital, not by me.
Claim 2 was denied because a full medical report on official letterhead was required. I obtained this from the hospital at SafetyWing's specific request.
Claim 3 was then denied because documents were submitted outside the 60-day window, even though this document was only submitted late because SafetyWing themselves requested it after sequentially denying the previous two claims, without informing me beforehand it was at risk or being overdue in any of the emails.
My first proof of claim was filed on 8 December 2025, 31 days after the incident, well within any 60-day deadline. SafetyWing's own policy states that after receiving proof of claim they may request additional documentation. They did. I provided it. They then used the date of that requested document to deny the claim.
I submitted a formal appeal on 11 March 2026. SafetyWing acknowledged it and committed to responding within 10 calendar days. As of today, 24 days have passed with no response.
I am an active, ongoing customer. I contacted their team on the day of the emergency and followed every instruction given. I have acted in good faith throughout.
I have also been informed would be best to file a complaint with the Puerto Rico Office of the Insurance Commissioner if this is not resolved.
I am sharing this publicly so other nomads know what to expect when they actually need to use this insurance. Hope it helps!
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