These people are not here to help you. On the contrary, they will give you a hard time keep asking for more documents (bureaucracy at its best) and never provide the service you paid for but stress.
Our experience was already demanding dealing with the surgery and all the other things around it in a South American country. We provided twice all the documents they asked for but they kept asking for more, never fulfilling our totally legitimate claim. Fancy website and advertisements on how easy is to make a claim: in reality nothing is true.
If you need someone to cover you in hard times, look for another insurance company. These guys will only give you more stress and won't be the professionals that you need. Of course do your own research, I am just sharing a personal experience here to potentially protect some of you.
*the customer support experience was always positive despite the above. A drop in the ocean though.
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