MEDEX

Reviewers
Male / Female		 Recommend
Yes / No		 Number of Reviews Coverage Claims Customer Service Cost Total Average Rating
2 / 1 0 / 3 3 1.67 2.00 1.00 4.00 2.17

Date Submitted: January 5, 2011
Travel Insurer: MEDEX
Coverage: 1 out of 10
Claims: 1 out of 10
Customer Service: 1 out of 10
Cost: 1 out of 10
Recommend: No
Review: Stranded in Nicaragua with no help from MEDEX
Unbelievable. My girlfriend and I were literally stranded in Nicaragua for over a month after serious injuries. We couldn't get MEDEX to do anything. To this day, three months later, she still cannot walk normally and MEDEX hasn't given us any help whatsoever.

This is the complaint I filed with the Better Business Bureau.

I purchased travel insurance from Medex Global Solutions on July 29th, 2010. My girlfriend also purchased the same plan. We both paid on the MEDEX website with our debit cards. The price was $500 each. My MEDEX ID was ##*(&^^%$0. We left for a trip to Central America on July 30th, 2010.

On September 26th 2010 at about 8:30 in the morning I was injured and my girlfriend was injured as well. We were sleeping in a tent in Nicaragua and a tree fell on us. I was struck on the head and she sustained a serious back injury. She had to be transported to a hospital where doctors took X-rays and gave her pain medication. We were both in the hospital for 2 nights and 2 days. Upon release from the hospital she could not sit up, stand up, bend over or use the bathroom under her own power. We were stuck in a hotel in Nicaragua for a month while she regained enough strength to finally get on a plane and come home to the United States. She is still unable to walk for more than a few hours and she certainly cannot lift any weight by herself.

During that month in Nicaragua we tried and tried to get MEDEX to help us with transportation costs, pain medication costs and hotel and food costs. We tried to get MEDEX to pay for our tickets home.

They refused to give us any financial support with any of these things. Furthermore, they were purposefully illusive when we tried to contact them. We informed them many times that we were in a third world country and that we had no real access to a phone and yet they would say things like "call us back in a few hours" or "we'll call you tomorrow." They refused to pay for the taxi we took out of our camp site because they did not arrange it. This is unreasonable because the injuries occurred on an island and we were camping with the people that arrange the cabs. Immediately after our injuries time was precious and it did not seem reasonable for us to call our insurance company and wait for them to call the people that were standing right in front of us to arrange a taxi. When we informed MEDEX of this they sent us to a voice mail box.

Under the heading "MEDEX Services Include"
The coverage sheet says
"Assistance in making arrangements for interrupted travel plans resulting from an emergency situation"
"Continuous contact with family, physicians and employer"
"Management of emergency medical evacuation and repatriation"

MEDEX failed to provide me or my girlfriend with any of these services. They were also unreasonably dismissive concerning our claims. They made requests that they knew we could not possibly comply with. After the horrific journey to the hotel from the hospital they wanted us to go to a different hospital over three hours away. They also refused to pay for transportation to this alternate hospital.

PLEASE STAY AWAY FROM MEDEX!
Comments [ 0 ]
Submitted by: Quinn Kiesow
27 year-old   ::   Male Reviewer   ::   Wisconsin

Date Submitted: January 3, 2011
Travel Insurer: MEDEX
Coverage: 3 out of 10
Claims: 4 out of 10
Customer Service: 1 out of 10
Cost: 3 out of 10
Recommend: No
Review: Poor response time and Leadership
The poor response time of their call center is atrocious. I would wait hours for them to respond to my referral after I said that it was urgent. When I FINALLY talked to someone, the coordinator basically told me they were overworked and overstretched. What kind of leadership would spread their staff so thinly at the expense of human life?? BAD JOB MEDEX. BAD JOB. I would not recommend this company to anyone.
Comments [ 0 ]
Submitted by: WC
36 year-old   ::   Male Reviewer   ::   USA

Date Submitted: November 3, 2009
Travel Insurer: MEDEX
Coverage: 1 out of 10
Claims: 1 out of 10
Customer Service: 1 out of 10
Cost: 8 out of 10
Recommend: No
Review: Failed to provide emergency referral or monitoring
We had a burn emergency in China. MEDEX could not provide a hospital referral when we called but contacted us over an hour later with that information. The MEDEX medical staff waited to contact us for 9 hours after our initial call to them. 9 hours after a 2nd degree burn is not a standard medical response time. They did not demonstrate that they had Chinese-English speaking staff, because we could speak Chinese they assumed we did not need any assistance in this area which was untrue. Management refused to accept responsibility for their shortcomings or treat us as customers whose health & opinion matter to the company. Strongly advise all travelers going to China or any 3rd world destinations to seek alternate coverage. For our emergency - no hospital referral, no medical monitoring, no translation, no apology, no refund.
Comments [ 0 ]
Submitted by: AM
43 year-old   ::   Female Reviewer   ::   PA