Intransparent reimbursement process
The claim reimbursement process is very intransparent. Only a fraction of the claim was reimbursed. No reasoning, no calculation, no dispute mechanism. I consider this process as very unprofessional.
ps/update: I have already written to you so that you can identify me as a policy holder and looks into this. Please do unterstand that I do not share any information publicly that will identify me as a person.
ps/update2: It was explained to me that a technical error was the reason for not receiving a written claims reimbursement statement. I am revising my rating based on that explanation.
Reply from Across Global Cover - Internationale Krankenversicherung
Dear "Client",
we are sorry to hear that your experience with the claims reimbursement process was not satisfactory.
We would be very happy to review your case together with our claims handling partner, APRIL International. To do so, please send us an email at info@acrossglobalcover.de including your policy number. We will look into the matter and provide further clarification.
The claims process itself is handled entirely digital via the customer app. Policyholders can track the status of submitted claims at any time. If a reimbursement is reduced or a claim is not covered in full, the corresponding reason is generally communicated within the process, for example due to a deductible, a contractual limitation or a benefit that is not covered under the selected insurance plan.
Since we are currently unable to identify the case described, we kindly ask you to contact us directly. We take all customer feedback seriously and would welcome the opportunity to review the matter together with APRIL International, clarify any open questions and find a solution.
We look forward to hear from you.
UPDATE after receiving the information: Thank you for providing your policy information so we can look closer in this case.
The claim you filed was fully approved, and only the deductible you selected when you signed the contract was deducted. The deductible always applies per year and per person. There was no reduction of reimbursement. This should also be visible in the final statement for the claim or in the app.
But: According to APRIL, there was indeed a technical issue, which is why you did not receive the final statement. We have already resolved the technical error, and it should not happen again. We apologize for the inconvenience.