MSH Reviews 

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.

Terrible customer care.
If you are looking for a reliable INTERNATIONAL insurance stay away from MSH.

When trying to file a claim they send you around to different insurance companies which do not communicate in English, make you fill out documents in French and require you to have a French phone number. Not what you expect from an "international" insurance.

I'm still waiting for a refund. They had asked me for some clarifications after I replied, they did not answer anymore.

I've left a call back number 3 times and have yet to receive a phone call. I just received a EOB in the mail concerning a small portion of my claim and yet no money is deposited into my check. I submitted numerous claims two months ago and have yet to receive any money back. Who got paid off to get Canada from changing from a company that worked to one that doesn't?

This company has no customer support. I went to Argentina in november 2023, developed Bronchitis. Had to go to the hospital to get treatment. I tried to call from Argentina. They did not respond. On returning I went through the service portal and filed a claim, using the right forms, etc. It was never acknowledged. As if it disappeared in thin air. I tried to call, sent emails, wrote a review in another social network. I also sent the claim via paper mail. Nothing. No response.
This makes me afraid that we really do not have International travel protection. aI
I ASK THE MANY CLIENTS OF THIS COMPANY THAT ARE SO DISSATISFIED (91% IN THIS PLATFORM), DOES THIS MERIT A CLASSS ACCION LAWSUIT?
Rene Alfaro. Federal civil servant (retired)

Update - After leaving a review on trust pilot regarding my travel insurance claim through MSH International, I emailed them at the address they provided and within a week of that communication I had a deposit in my account. They also sent a written statement in the mail regarding the deposited amount, and even though it doesn’t provide a lot of detail on how they came to the amount, it was something. It took months of failed attempts to contact them via phone, but the “reclamation email address” they provided in the review did help I believe.

This is beyond ridiculous and having such an impact on our life, no answers when we call, no replies when we email and no reimbursement for months. The government needs to stop any dealing with MSH ASAP if they care at all. We are out of a lot of money and yes, we have emails the “reclamation” email and no answers ever.

Until someone brings them to court for breach of contract they will not stop offering this poor service. People pay for this service.

I am insured through the PSHCP. I have submitted several claims to MSH International. There has never been an acknowledgement and, as others here observe, it is impossible to reach them. Very very frustrating.

my husband and me try to send 4 times of the same claim by internet and 1 time by post and nothing we don't no nothing we try to call by don't return call and went we wait they cut us after 4 hours. today it been i month that we try everything event with they assistence internet but always nothing. We have sphcp msh international and Canada life. we are retired and the hospitalisation of my husband in punta cana the 8/12/23 is not pay by your insurance in Canada. it a lot of money that the company owes us.

Been trying to submit a claim since Nov 2023. Have no idea if the electronic claim went through as there are no return notifications it was received or in process. As everyone indicates phoning them is useless as nobody answers. Stayed on hold for 6 hours one day and hung up as time passed their business hours. Don't bother doing the callback thing as nobody calls back. Online emails are useless as well. I have to wonder if this company is a scam. Unbelievable.

After a week of waiting hours on the phone and requesting call backs each day I finally got a call back after my government representative and ombudsman acted on my behalf. I just had a simple question about benefits. The gentleman who called was patient and helpful but not knowledgeable.

If you have a choice do not purchase insurance from this company!

I have been trying to get a claim put through since August 6th, 2023! I tried calling while in Mexico so the doctor could direct bill but they did not pick up the phone.

I submitted the claim online 4 times and once by mail but it still doesn't show up in the online portal.

I have called numerous times but after 8 hours with no one answering the phone I gave up. I've spent about 14 hours in total on hold. Oh and the option for someone to call you back is a lie, no one ever calls you back.

The only reasoning I can think of is that they are doing this so that people give up on making claims and they get to keep the money.

I would not be surprised if this company goes bankrupt in the near future.

Been trying to contact to settle a claim since November. Telephone calls are waste of time. No one picks up the calls or returns the calls. Their web site is a disaster as it does not recognize me in their data base. After paying premiums for over 50 years and now retired this is a terrible and humiliating experience to go through. Even months after submitting claim, it remains unpaid and the hospital in the US is sending repeated reminders, not a way to treat paying members.
For this comment they asked me to provide further details on a web site, and after providing all the details with great efforts, it said sorry something went wrong at their end. TRY AGAIN!

I have been trying to submit a claim for more than 4 months. I have spent approximately 30 hours total waiting on your phone line that is supposed to be the contact for emergency medical assistance such as translation. I certainly have no confidence whatsoever that this complete lack of response will be reversed if I have a medical emergency.
The phone has been answered and I have been put on hold for as long as 4 hours. The promise to call back has never been fulfilled. I tried email and received one response that merely referred me back to the document that I had asked for clarification about.
I am registered withMyCanadaLife but when I attempt to login to the MSH portal I receive a message that my email address and the plan do not exist.
No one has ever provided any assistance whatsoever and as a result I have a backlog of more than $3000 in claims.
This organization is only a scam that does not provide any of the promised services or even honor medical claims.
Canada Life and their subcontractor MSH International are perpetrating a scam and the Canadian Government needs to cancel the contract and return to Sun Life Canada with all due alacrity.

Received standard response that they want more info on reclamation site but I have already contacted that site several times. Never have spoken to anyone at the company as phone never answered. Was able to Log In once! Second time it stated that it did not recognize the email I registered. Hopeless company for health insurance - only collects and never pays!

This company is out of its depth in a parking lot puddle. They do not answer the phone, and pressing 9 for a call back is like lighting a candle in the window waiting for Jimmy Hoffa to return. They do not answer emails. My first claim took over two months to be paid by them. I have further claims to file and am contemplating just lighting them on fire and giving up. But maybe that is their business plan, to just not pay out…..

So, as you can see below, I was given an email address to contact. I sent an email, and no response.

By the way, one star was given, because there was no option for zero stars.

MSH deserves no stars!!
They dont answer or return any calls or emails!
We pay for coverage and we are getting NO SERVICE! This is outrageous!

Absolutely NO client service for pensioners relying on MSH. The government should cancel their contract. I have a series of claims that I have no idea if they have been properly received through the portal and if and when they will be assessed. If MSH is receiving higher than usual call volumes they should put on more staff, and solve concerns. The federal government should be ashamed! Cancel MSH, they can not provide service!

i have been trying to reach MSH since early December, left call back numbers, no response what so ever. I have spent more than 40 hours trying to reach them. Makes me panic if I needed medical assistance while travelling.
I plan to enlist the services of my Member of Parliament for assistance since the government choose this incapable company to provide coverage.