Before and after I purchased this policy, I called M.H. Ross to find out whether I can make collect calls to the U.S. if I need to contact the insurance company. I also asked whether they have translation service for any claims documents in a foreign language. I was assured that they take collect calls, and documents in Chinese or Korean will be translated by the insurance company. I felt I was in good hands. Unfortunately, I got sick during my trip. When I returned and filed a claim, I learned that a statement is required to be filled out in English by the doctor who treated me when I was in China. I contacted M.H. Ross stating this is not possible as I am no longer in China, have no way to get in touch with that doctor, and the doctor does not speak English. I was told by two different customer service representatives that this statement is only for domestic travelers, and I do not need to have it for my claim. I also double checked with them regarding whether it would be a problem if relevant claim documents are in Chinese. Again, I was told they have translation service and I do not need to worry. Thus, I submitted my claim. One month after the submission, I called customer service to check on the status of my claim. To my surprise, I was told I need to have the doctor’s statement filled out, and all documents in Chinese to be translated by a certified translator. A letter regarding these 2 items was said to be mailed to me. I protested about being misled before and after purchasing this insurance policy, and it would be ridiculous for me to use certified translator whose cost would exceed the claim amount. I have to mention that I contacted two customer service representatives regarding this. The first representative was rude. She always had an attitude for no reason. She cut me off on every sentence I tried to say. When I questioned her rudeness, she said she was being professional, and hung up on me abruptly. The second representative said she would ask a supervisor to call me within 48 business hours. So I waited for one week. No one called. I contacted M.H. Ross again, and was told a supervisor would call me within 1 day. This time, I patiently waited for 2 weeks. No one called me, and no letter stated above was received.
To summarize, I called numerous times, and did the translation on my own. I did get reimbursement for my claim, but it was a long, painful, and exhausting experience, which took more than 3 months. Not to mention how many times I called, left messages, and encountered rude customer service representatives. The lesson learned here is that I will never choose M.H. Ross again. I will stick with Travelex which I have purchased before, and had good experience in filing a claim. If you still want to go with M.H. Ross, I wish you good luck.
Xinwei C. would not
recommend this plan to a friend or relative.