giorgia zago

Sep 15, 2025

Worst assistance ever, this insurance company is a scam

I purchased travel insurance for my trip to China from 29th August to 14th September. On 12th September, I suffered a fall and injured my ribs, experiencing severe pain and difficulty breathing. I immediately contacted the insurer’s medical chat, and the doctor there advised me to call their customer service for assistance. From 13th September, I repeatedly tried calling their so-called 24/7 customer service, but no one ever answered. In reality, they only operate Monday–Friday, 9am–5pm, which makes their “24/7” claim completely misleading. Left with no choice, I arranged medical care on my own to ensure I was fit to fly home the next day. On 14th September, I called again with no response and submitted a written incident claim instead. I finally received a reply the following day, only to be told I had to call the assistance line (the one that never answered). When I eventually managed to reach them on 15th September, I was informed that my policy had already expired the day before, and since I was back in my home country, they could not help me at all. In the end, the only thing they offered was a reimbursement for the doctor’s fees I paid in China, no further assistance, no investigation (even though I am still in pain), and no meaningful support when I actually needed it. Their “emergency assistance” was completely unavailable during a genuine medical emergency, and the response I eventually received was both unhelpful and dismissive. This company failed to deliver the basic service it promises, leaving me unsupported and with zero confidence in their reliability.