Appalling customer service

Call centre located in Manila, not Australia. I was informed that not one single staff member has English as a first language. Currently nearing 300 emails between us since I became ill in Romania. Failed to heed my warnings that if I did not see a doctor urgently that I would become very ill. Would not allow me to move from a hotel where I could get no food. So.. ended up with pneumonia, no food for 3 days. Moved from hotel to hotel over the past 5 weeks as they kept expecting me to leave Romania immediately a doctor sees me and the hotels are frequently booked out. Inept in the extreme. Last hotel had cockroaches, current one smells of sewerage. I am forced to stay in the hotels they book. The company they use to provide services in Romania is located in Greece and is equally as inept. I had to threaten Consular intervention, legal action and publicity via my family in order to get any action from InsureandGo at all. Had I allowed them to organise anything for me in the time frame they wanted I would have died. As it was, the medical treatment arranged by them was sub-par and did not cure my pneumonia. I relapsed. Their failure to organise themselves has cost their company far more than if they had a case management process for complex issues. Their reliance on front line call centre staff to manage me has also caused me a far worse illness, money and stress than was necessary.
Someone at InsureandGo needs to examine what happened and use my terrible experience as a way of improving practice. They lose money by maintaining current processes and create very dissatisfied customers along the way. An apology would be good too.

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