Great at processing small claims. Always pay within a few days. Very little hassle. As soon as we came with a major claim they started to give us the run around. We showed up at the hospital to get surgery only to find out it had not been approved yet. They claimed our surgeon had not gotten back to them with that proper forms. Confirmed our surgeon never received anything from them asking. Then they said they needed all medical records for 5 years. We had all ready provided them with names of doctors and they didn’t bother getting them themselves. So we had to run around filling out form, gets records on our own dime. Process cost time and money. Meanwhile in a lot of pain. After we got them all the relevant records they started asking for more which they had not asked for before. This time from other countries that we lived in 10-15 years ago. After all records were submitted then they wanted records from prior insurance companies showing any claims. None of which they asked for before. Now 2 months had gone by since we were turned away from admission. Costs were adding up for weekly revisits, repeat scans, etc. if we didn’t have insurance we would have already had the procedure done or gone to another country or the public system or something. The only delay was the pre-approval so we wouldn’t have to pay out of pocket. They said they submitted it to underwriting. I asked if they had been submitting records as they came in and they said yes as the only ones relevant to the matter they had the entire time and if there was a reason to reject it they would have done that at the beginning. Another two weeks. Then they said the underwriter sent it back and they wanted them to put together a timeline. Spoke to a case manager who assured me he would be finishing it by end of day to re-submit it. Called again, told someone would call me back. Called the next day, told someone would call me back and that they were in contact with the hospital. Called that evening , told they needed more paperwork from our surgeon. I asked what and they said They needed the estimate. 3 months and not asked for this? Confirmed with surgeon they had submitted this 3 months prior as well as this week. Called again, asked to speak to a case manager. Put on hold 10 different time. Very vague responses from a phone bank girl who assured me they was the last piece of information they requested. All in, 3 months of wild goose chases for records, never once having received a call back the entire time. Sporadic responses to email from the general claims email address. No individual responsible for issues. Just everything going through some general number and email and being told confirmed lies to string us along. I don’t know what the end game is, we just go away? We pay for cheaper and get reimbursed? Hope we can’t afford a lawyer? 100% do not do business with this company. They still haven’t agreed to pay. We are stuck having to take a mortgage out on our home and then battling with them for reimbursement after the fact. What happens in an emergency?