MSH Reviews 

I have made a claim in June and have been following up the reimbursement for more than 5 months now. Every time I contact MSH I receive unreasonable response, and it seems that no one really cares about the complaints. I have even made a serious complaint. It took them one month to get back to me and their response still lacks the basic logic and they closed the complaint case! I am absolutely dissatisfied with their customer service.

MSH still has not settled the subject claim after more than 10 months. This is a straightforward, well documented claim of only $2,391. MSH performance has been totally unacceptable - fraught with errors, delays, lost documentation and lost payments.

This claim was fraught with problems:

1. Delay #1 and Loss of supporting documentation. After 5 months and several status inquiries, on 3 June I was advised that my claim was denied because MSH did not have an itemized statement of charges or proof of payment. I had submitted detailed documentation with my claim. Did MSH lose it? I promptly resubmitted the claim with a detailed letter, an itemized statement of charges and proof of payment.

2. Delay #2. I expected that the claim would be processed quickly since it was an MSH error that the itemized statement of charges or proof of payment were “lost”. After more than 2 months I phoned to complain and the claim was subsequently approved in August

3. Payment Not Received. I never received payment. I called in September and was advised that a cheque was sent on August 16, and that a stop payment would be made and a new cheque sent. 3 weeks later I called back and was (erroneously) told the claim was paid electronically and MSH would investigate and call me back within a week. I never received a call so I called again on October 11 and was advised that a new cheque was issued on 9 October. I still have not received this cheque. How could 2 cheques in a row be “lost”?

4. Delay #3. After the second cheque was “lost”, the claim was reviewed again on 23 October, once again requesting for proof of payment and bank receipts for the third time! I promptly resubmitted the requested documents and received a polite acknowledgement. On November 4 I received yet another request for more information. After complaining by email and phone I received an apology, but was advised that the claim was still “under review”. I phoned twice and each time I requested a call back from a supervisor – the supervisor never called back.

5. Time and Effort Unreasonable. The level of time and effort needed to process a relatively small, straight forward, and extremely well documented claim was totally unreasonable. I spent many hours of effort on phone calls, emails, letters, and resubmitting documents. The time spent by MSH reviewing the claim likely exceeded the value of the claim - the claim history indicates that the claim was reviewed 13 times!

The claim is still under review. This is totally unacceptable and unprofessional.

Update 28 November. I received payment in full today. While I don’t understand what caused all of the problems, MSH finally took urgent action to complete the claim and issue payment. I received a phone call from an action-oriented supervisor who seemed to be instrumental in resolving the issue. Thank you!

I had a claim approved and was told it would take 20 business days for the bank transfer to occur. The time elapsed and nothing happened. I then tried calling on four separate occasions, each time waiting an average of 40 minutes on hold, before having to give up. I never got through to an agent. I also emailed three different addresses and also never got a reply. Essentially, even if you have your claim approved, they won't pay out and there's nothing you can do about it.

I gave this company negative star if I could. Terrible claim processes. Slow and no standard. Website is super slow. How did they win the DND public service deal??

Submitted a $2000 claim in October 2023. It took them until July 31, 2024 to deny the claim because they needed more information. Submitted it over a month ago. Have heard nothing and their system says I cannot look at the claim because I don’t have authorization. This is the most incompetent company I have ever seen.

Insurance company full of lies, I made a bad review recently due to a coverage refuse that I should have right to have and they say no by phone and they said we are gonna review your case send us an email to reclamation @ msh-intl.com, I sent all the info and till now no answer, they are totally liers and thieves. Be aware with this company and the one that also sales their insurance is one named RIMI don’t even trust on this one too.

Despite assurances that the company has dealt with its problems since assuming responsibility for comprehensive coverage of PSHCP they have not done so. I have been getting EOBs that deal with only part of a claim, the response to claims is inconsistent (denying items as not being covered that are approved for other claims, repeatedly asking for explanations which have already been provided etc.). In addition payments identified in EOBs have not yet been deposited in my bank account.
I never had a problem with the previous company and find it amazing that MSH has been unable or unwilling to provide even minimal service almost a year into their administration. Plan administrators need to request the Auditor General to conduct a full review of this fiasco.

I would actually give this company a NEGATIVE stars if it was possible.
Completed a claim in November 2023 - still nothing received. I have had some emails and phone calls that my file was being expedited - however, how many levels of service do you have. I last heard from them July 4 - they were processing my claim - RUSH. WOW they move very slowly I guess. There is no support from anyone.

It is August 21st. I submitted a simple claim in February, over 6 months ago and am still waiting for payment. Despite phone calls and email where they said they were sorry for the delay and said they would expedite my claim, still nothing!
The public Service made a huge mistake contracting our health care to Canada Life, who then downloaded our out of country claims to MSH. Huge blunder! We never experienced any of these problems before they took over and I was in the Public Service for more than 50 years.
My claim was for a Dr visit in Thailand due to bronchitis. A 15 minute visit where the Dr dispensed simple, but effective medication, the cost of which was included in my whopping $72 claim, has turned into a 15 hour plus nightmare trying to get service. In reality, this claim is minor, however because we are retired, travel extensively and aging, just how reliable and dependable will Canada Life and MSH be if we really have a life threatening emergency. Not very comforting!

Administrative incompetence on the part of MSH cost me a claim. Utter timewasters.

Cannot log in does not recognize email and or password which I know is correct so tried to claim I needed a new password but security is suppose to be done via a security question. How can I answer when there is no security question on the website!

Your reply here is to use this email to communicate with you. The email you gave does not work.

THAT EMAIL DOES NOT WORK!!!!! It comes back "undeliverable" For goodness sake you people are terrible and incompetent. I sent over $430 worth of claims, no response, nothing!!! YOu should all be fired. We never had these problems with Sunlife.

Filled out the refund form to get back part of my money spent on insurance as I no longer needed it. Insurance Solutions Advisor responded telling me that the policy says I cannot be refunded because I made a claim. I responded with the following:

""Hi, i don't understand why I am being denied a refund. The policy states that "In the event that you have cancelled your trip, you have been denied entry to Canada, or that you return permanently to your home country, you shall be entitled to a pro-rata refund of the unused portion of the insurance premium you have paid, provided that no claims have been or will be submitted under this policy."

It does not mention anything about being denied a refund based on receiving a health card which is why I am asking for a refund.

Furthermore, I did submit a claim and was told I cannot be refunded without a report from the clinic for which I did not submit a report to the insurance. However, MSH sent the refund nonetheless without receiving the documentation they required after calling and emailing me.

I would really appreciate if you can clarify where obtaining a health card and being paid for a claim for which I did not meet the initial requirement for reimbursement based on the call and email warrants no refund.""

I did not meet any of the conditions that would prevent me from getting a refund, however, I am being denied a refund for a claim I was not supposed to be reimbursed on because I did not fulfill their requirements. Of course, I have yet to receive a response for this.

I am part of a group of international students in Canada and I would definitely be advising everyone to ensure their insurance is not covered under MSH Americas.

I am from a 3rd world country and the insurances there would NEVER treat a customer this way for a claim of $200 made under a $1800+ insurance!

Excellent service, advices and availability from Mr Aslan for the subscription of a new medical assurance.
The service was clearly beyond expectations and Mr Aslan went the extra miles to support our project.
Many thanks!

I called their MSH service # and waited an hour for an agent. Nothing. I have left a call back number but am not hopeful as I left a call back number a month ago and no one responded. My claim is more than a year old and the EoB was sent to me in Jan this year. Still no money. All in all, very poor service.

I am deeply disappointed with the customer service I have received. Three months have passed since I filed a claim for $3000, and I have yet to receive any payment. This level of service is the worst I have encountered in Canada.

Last week, I spoke to the claim department, and they assured me that my claim was approved and the funds were ready for disbursement. They even advised me to call back if I hadn’t received the payment by Friday. However, today, after six attempts and enduring 30-minute wait times, they abruptly hung up on me.

My policy number is 7529, and my claim number is 732. This experience has been utterly frustrating, and I urge the company to address this issue promptly.

Update: they also go against privacy and randomly call your providers and medical centres you use and try to get information from them about their practice and procedures and ways of billing. They actually put this in an email to me! I never once asked them to call these people! Without even asking the customer first! I had two providers call me this week alone asking permission to speak to them as MSH was asking for written confirmation of things. And of course I feel coerced and pressured to say yes otherwise I feel MSH would not pay my claim at all if it was eligible. One place MSH called is a radiology centre I have not even been to in over a year. The person who called me was kind of shocked and it was so embarrassing for me to have to explain. I believe they do this to try to collect as much as they can to try to find ways to deny claims. Never ever go with this company. It should be shut down. Allianz is much more reputable . This place needs to be shut down. I am hiring a lawyer now due to missing payments and any payments they deposit they have employee payroll on them, as well as wrongfully denied claims. Let’s see how much they can stand a lawyer bothering them. I cannot handle this type of unprofessional behaviour . And this is just the tip of the iceberg. The amount of overwhelming information and emails I have showing all of the above issues is massive. I print and keep everything as their email system automatically deletes emails after a certain time once they are sent. They want no paper trail. Look in the news how they wrongly denied a man’s wife to life saving healthcare a month ago and she died. Of course MSH readily agree to settle quickly out of court . I also have recent deposits for things they did pay out labelled as employee payroll deposits lol despite they say this was an error and due an IT mistake. But yet it happened a second time too. They brush everything off as a minor mistake. Nothing to see here folks!

If I could put 0 stars I would. Privacy breaches include i have received other people’s EOBs with their account numbers and addresses and private information on them. Craig Law in Panama City, FL I have some of your EOBs if you read this. Other people have received other people’s EOBs too. This is the service we get as PSHCP members. I have claims that say closed and processed over a week ago in the portal and show paid yet no money on my account. I finally received a deposit of 463.44 I was awaiting and chasing them for for almost over a month. They deposited it somewhere but not in my account! Now I have to chase them for the other three missing deposits. There is no way this company is versed in ex Pat insurance. One customer service agent I spoke to asked me what time zone South Carolina was in. I would think if you work in comprehensive and overseas coverage you would know geography. Hire this company at your own risk. A bunch of us ex pats are looking into legal restitution yo get our money back and claims
Processed and have the phones answered….they could do the latter at the very least! If someone does answer the phone,
The agents get more creative with why things are not covered that Allianz used to cover and should be covered. For example o was told that an anesthesiologist can be covered but not if he administers drugs. They just makes no sense. What is he supposed to do in the OR? And then I was told drugs are covered only if not on the ER. Nor are surgeries and other health issues. Wow. Well what is covered then? Despite my plan clearly says I have comprehensive coverage and everything covered by OHip is covered outside of Canada. But no you cannot tell these people that. They just make up some other story why they should not pay. I would be better talking to a frog.
They say they cannot see anything or help. They pass you to another department and you sit on
Hold for hours. Imagine being in an ER and trying to get through to these people. They must operate out of a garage. No company can survive this way. Allianz Global is excellent. Go with them. Great service and timely reimbursements and reliable staff that will respond and call back when they promise to. Any payouts are reasonable for only a few weeks wait. And they answer the phones. Trust me run fast from MSH.

Scam company. You'll never get your money. I'm under PSHCP and it has been a year and no money and they claim they deposited it yet their online portal shows no claim history. 100s of public servants are saying the same..they need to be investigated.

Update. No on ever contacted me.
My mailing address has been "fixed". I now live in "New Hampshire, France" as opposed to "France, New Hampshire USA." Full marks to the French Post Office, 'cause I got a letter.
1 recent claim paid. Still > $3000 outstanding.
According to the improved web site, claims from 8 months ago are still "under review". Other are missing completely.
Despite claims for improved service, nothing has changed.

While on a recent vacation in the Bahamas, I fell and broke my ankle. I called MSH for assistance (March 2, 2024). I waited on the phone for over an hour for assistance with my medical emergency, but no one answered. I used the automated phone system to select the option to leave my phone number for a call back, but no one from MSH ever returned my call.

After returning home, as a member of the PSHCP retirees, I submitted my medical claim electronically. I did not receive an email acknowledgment for my claim, nor can I view my submitted claim on the MSH website. One week later (April 5) I called MSH to check the status of my claim.  I waited on hold for over an hour before the call was picked up, only to be transferred to the claims department where I waited again for over an hour at which point the call dropped (or was cancelled by MSH). I repeated the process. When I finally spoke with a person at MSH, I was told that phone agents do not have access to electronically submitted claims. Further, I was told that my claim would take a minimum of several weeks to process, and more likely several MONTHS. 

The service received to date for an out of country medical emergency clearly falls short of good service, and to say the service I have received was atrocious is an understatement.