Excellent handling of claims, great customer service

The customer experience we had was by very good. When my mother got sick overseas and was confimed in ICU, I contacted 1Cover and seek advice on how to proceed. They opened a case for me and helped me through with all my questions and provided advise and guidance on what documentation we will require from the hospital to ensure that we have all the relevant documentations when we lodged our claims. The claims process was very straight forward. Even though the communication is all via email, i.e. there is no direct number to call, our concerns raised via email are addressed in a timely manner. The customer service teams also called me if they needed urgent information. They are very thorough in reviewing all the documentation to ensure everything are in order. The staff were all friendly, helpful and compassionate. Their medical team who liaised with me while my mother was overseas was also very thoughtful and helpful. They ensured that my mother is well enough to travel back home. They have given me advise to extend the cover as my mother cannot travel on her original departure date and the cost of the extension was refunded when the claims were approved. We are really grateful and thankful that we were given the support morally and financially during this difficult circumstances.

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