"I was apparently not covered for emergency trips to the hospital. I would have thought a trip to emergency should have been covered under my policy... Apparently not. I would definitely not recommend this company.
I am absolutely disgusted that they can sell a product that doesn't cover emergency visits for broken bones."
"I had several problems with Regency, the most serious of which was an extreme delay (like 3 months) in getting approval for a needed surgery. While they apologized, it was a very dangerous situation, in which the surgery needed could have become emergencial at any moment.
Also, while living in Brazil and utilizing Brazilian doctors and hospitals there was no one at Regency who spoke Portuguese so communication with local authorities was next to impossible.
Also, Regency provided a price for my family and me for the first year. Then we received a billing for nearly double the amount beginning with the 13th months and when questioned, was simply told "that first year price is just a promotional price", though that was never said during the recruitment or signing on process.
In addition, Regency is not authorized by the Brazilian national health insurance agency, which means if something goes wrong (as it did in my case) there is no recourse - either in Brazil, nor anywhere else that I could find.
They were very charming and very good during the recruiting and signing-on process, and completely incapable of following through with what they promised. Each step was a major complication and hassle and we let the plan go after the first year."
"I am an expat, I am used to move and have different health insurances and this is the worst, with difference. My mistake because I paid the whole year in advance and now, with proofs of their awful service, the deny to refund me. Worst decision I made in terms of health. They are just good sellers and good liars."
"In my experience Regency for Expats are not interested in the patients well being at all. They purely manage their claims in a manner that ensures they do not pay the full amount. In a late evening emergency situation they have been informed by the hospital of the need for surgery and because the hospital was full the patient went into a room status that was not entitled. Regency for Expats denied all claims due to definition of room and didn't inform us of this until ready to depart hospital. Eventually paid 80% only of all expenses rather than 100% and this was after the hospital had offered to cut the room cost in half. Cost of the room was not an issue to Regency for Expats only the ability to deny the claim and consequently to reduce all costs by 20%. The Hospital concerned was not surprised with their behavior and have had no recent experience where the client is happy. I find their behavior in Thailand to be despicable."
"Terrible. Rejected all claims based on them being pre existing even though a doctor said they were different issues with different diagnosis. Lots of paper pushing that i needed to do. Definitely not recommended"
"I developed issues with my neck which requires surgery. I instructed the hospital to check with them in advance as to whether they will cover. They want me to provide a year's medical records before they would even entertain my claim. When I said I hadn't been to a doctor in the past year but for the current issue that I was facing that required access to that cover, they then asked me to go further back in time to get medical history from more than a year ago from a different country. They are appear to be happy enough to pay rats and mice stuff but when it comes to something that you want to rely on the policy for, don't hold your breath. Will not be renewing. Worthless cover."
"What has gone wrong is that I can't even HAVE an experience with Regency for Expats because you have no telephone number and I can't call you.
I have had to leave an email address and phone number and there is absolutely no indication of when anyone will respond, and I'm looking for an urgent quotation for international group medical insurance. I'm sure you provide very good insurance but I hope you understand that this isn't a very good first impression."
"Which the review score also had 0 stars so first of all let me say that i had a 5000$ premium policy with these scammers , every claim i made ( 2 in the past year ) has taken forever and on both occasions i had to email and call them multiple times for days and sometimes weeks , Just Imagine you are in a hospital having to go trough all of this . Luckily they both where simple 25$ claims for a doctors visit .
Please take my advice and stay far away from this scam , they certainly do not care about you unless your policy is up for renewal , then strangely enough they will call you 4 times a week but whenever a claim is pending you wont ever hear from them unless it is to give you a hard time explaining how things are not possible . This is not a solution driven insurer but instead they put a lot of effort in pointing out the fine prints in your policy basically telling you to go screw yourself ."
"I had an accident with a bike in Indonesia and ended up unconscious in a local hospital. They stitched me up and gave me a bed. Basically I couldn't see out one eye, a concussion, multiple fractures in my face and doctors found liquid close to my brain which could have been there before but we don't know that. Once I could function a little bit I called regency to ask for help, mainly because there was no communication in this hospital and I had no idea about my condition. The only thing they told me was to fill in the claim form, send everything through and only then they could help me.
Imagine me with one eye in a Hospital without a printer, no communication possible with doctors, lot's of phone calls and emails with only one result. "Fill in a claim form"
Regency never returned my calls, regency never talked with this hospital, the Indonesian help desk doesn't speak or read Indonesian so THEY ASKED ME to translate my medical reports.
So after 48 hours I left the hospital by myself, after 72 hours of terrible communication I managed to send the claim form which then was rejected because of a missing police report. Mind you that I am in Indonesia where police is hard to find, especially when you need them.
In these 72 hours they only called me once, the last day at 3am.... Some Thai guy from regency help desk telling me that they need a filled in Claim report or else they couldn't do anything.
Big thanks to Regency, worse service I ever encountered."
"they send me many emails insisting me to take the in patient and out patient for my baby. I apply for this insurance before my baby was born....sending me lots of emails saying that vaccin will be covered on my policy that's why I should opt fot the in patient and out patient policy and 2 days ago I send them my claim today I get a transfer on my account they didn't even send me and email to give me the break down just transfer a little amount not even half of what they should do and I have to call them to get an explanation the staff there couldn't even give me an appropriate one and just tell me that vaccin is not included when I have an email from them saying clearly that all vaccin will be included. this company is a joke don't waste your time and money in this company they only look for their own benefit..... they are actually advising lot's of thing on youtube ect... unfortunately I am so upset and disappointed with them that I will send all this documents to the news in Thailand as my brother is the director of a big news paper in Thailand for expat I will make sure that everyone know how they are bad scammer. I would definitely not renew my premium. unfortunately their are ony 2 good staff there that I will not put their names those 2 girls are just perfect and I think the company should consider having more people like them as apart from them nothing is good in this company.."
"Not as simple to claim as to buy the policy. Trust me pls get them to write everything in black and white and do not deal with them over the phone. Will not renew next year and will never recomment it to anyone."
"A complete scam!!!
They don't reimburse ever and don't reply to your messages!
Their offices only exist on paper and if you try to call them they do not reply in the local language! (diverted phones...).
If you're thinking of subscribing their non-existent services do yourself a favour: accurately check the info provided their website, call them, request further info and you'll see..."
"Denied approval of shoulder surgery they claim pre existing condition because i played golf a years ago and had a sore shoulder. Also they said injury due to age and that not covered. They want you to have a body of 18 year old regardless of age. Find someone else for coverage. I have learned the hard way."
"They refused to pay my dental claim for some fillings after someone initially mis-coded it as orthodontal work. This led to a long back-and-forth between me and them. Nobody would answer my emails. When I called in, I was told that the claims team would contact me. That never happened. I had a lawsuit filed against me from my dentist's office because I hadn't paid my bill... because Regency wouldn't pay my claim. So I've been paying it myself to avoid going to prison in a country that I'm not even from, AND continued to pay premiums to an insurance company that wouldn't pay my claim. Now my credit here is kind of ruined. So yeah... I highly discourage anyone from purchasing insurance from Regency. (Although I technically purchased the insurance from Principle Assurance, then it was acquired by Regency.) This is the worst experience I have ever had with an insurance company, and I'm from America. So that says a lot."
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