Reviews, Sales, and Service Ratings for
Aegis

As you can see I submitted the claim to April in November. They have been asking that I submit documentation of what my primary carrier covers. I've tried explaining that my primary is Medi-care and that I do not have any documentation and that they should know what Medi-care covers.

This is a claim for about $125.00 in medical bills from the ships doctor. Just yesterday I told them to close the file that it was not worth trying to provide the documentation they are asking for.

I won't do business with them anymore and insure with Tin Leg for whom you provide the claims service and do and outstanding job.

Review Updated: 11/25/2019

The group April Travel Protection contracts with to handle claims - Broadspire - was absolutely miserable to work with. Below is the letter I sent to April Travel which explains what occurred. April contacted me immediately after receiving the letter, apologized profusely, and rectified the situation, so I have no complaint against them, just Broadspire.

LETTER:
I have a big problem with Broadspire, your claims administrator, and so do you.

I purchased April travel insurance through Squaremouth on July 8th for a cruise my husband and I were taking. Ten days later, I found a lump in my breast. My husband, a physician, ordered a mammogram for me for the next day, on July 19, 2019. Because the results were suspicious, I had a subsequent ultrasound and biopsy that day. The results indicated had non Hodgkin’s Lymphoma. Because I then had to start a lengthy series of chemotherapy, I cancelled our trip, which was to take place in October. I had absolutely no idea when I purchased the travel insurance that I had this or any other medical problem

I filed a claim with Broadspire on July 29th (claim 3468692) and subsequently sent them all requested documentation, including a note from my oncologist which stated I was first diagnosed on July 24th (the date he received the biopsy report). Since then, the company has been an absolute nightmare to deal with. After I submitted the material, I heard nothing from them for weeks. When I called, I was told they would “check the mailroom” for my documentation, so apparently they had somehow lost it. They finally notified me that the material had been received, but didn’t review it for weeks after that.

Though I phoned and emailed the claims agent about the lack of progress, I did not reach him and heard nothing back. The Broadspire website status kept indicating my material was “uploaded – not reviewed”. Finally, after about ten weeks, I was asked for additional medical information. I submitted my mammogram report, dated July 19th and my biopsy report, made on the same date. Thus, Broadspire received three separate medical documents verifying that my initial diagnosis was made on July 19th. Though my claim was then completely “approved’ according to the website status and an email by the reviewer, Pedro De Armas, it was later changed to “not yet reviewed”. I was then told that “management” wanted all my medical records from the beginning of the year, records of my visit on July 24th (the date in the oncologist’s letter) and my “visit with Dr. Jones”.

I explained I had no medical visits for the year prior to July 19th, that I had not seen Dr. Jones for years, and that I did not see my oncologist on July 24th. My first visit with him was two days later on July 26th.

On November 1st, now over three months since my claim was submitted, Mr. De Armas informed me by email that my claim was being forwarded to the “underwriters for further review.”

Broadspire has been the worst company I have ever dealt with. Not only did they drag their feet for months, their continual requests for documentation seems like an attempt to get out of paying what is rightfully owed me. It’s no wonder that they received a D- and a one star out of five from the Better Business Bureau. It is very sad that now I have to fight not only cancer but your insurance company as well.

I plan to file a complaint with the Insurance Commissioner in both Florida and California and to complain about Broadspire and April Travel Protection on multiple websites. I hope you can make sure I am properly reimbursed before that happens.

Review Updated: 10/31/2019

Thank you for providing excellent insurance! My husband suffered a medical emergency 28 hours before our departure. The insurance claims process was very easy to navigate, and full reimbursement was quickly received within 2 weeks of filing our claim.

Review Updated: 01/27/2020

My wife an I had to interrupt a walking tour in Switzerland when I was hospitalized for 3 days there. We first submitted a claim to April on line for trip interruption expenses (a claim for medical expenses was submitted later). We had heard nothing after 4 weeks, so contacted Squaremouth Zero Complaint. After their assistance, a claim adjuster from April (Kandice) responded and was very helpful. The trip interruption claim was processed in about 2 months. All in all it took about 4 months to process both claims. So don't expect this to be a quick process. First, the hospital in Switzerland took 7 weeks to send us a final bill. Next, since our April medical insurance was secondary, and we had to wait 2 months for our primary medical insurance company (Blue Cross) to process our medical claims. Only after you have an EOB from your primary medical insurance company will secondary medical insurance process your medical claim. Overall we were satisfied with April, but the process required time - more than we originally hoped.

Review Updated: 10/14/2019

After initiating the Zero Complaint Review process, the claim was addressed in rapid fashion by both April Travel and SquareMouth. Very impressed with their support throughout the Zero Compliant Review process.

Response From:

Aegis:
Janet

Response Received:
September 20, 2019