Reviews

Review Details

• Review fromGordon Y

  Date: 02/11/2023

  1 star

  Gordon Y

  Date: 02/11/2023

  I had a bad experience with this Brock Health company. Their Account Specialist is unprofessional and not well trained. I sent email to inquiry if my insurance plan cover acupuncture expense before submitting claim. They replied 'Yes' formally. But, eventually they rejected my claim, with the reason that my insurance doesn't include acupuncture. I argued with them, but they are not responsible to what they reply by a formal email. Their manager also protected his people. I don't accept their apology.
  

  Brock Health Administration Ltd.

  Date: 03/11/2023

  We appreciate you taking the time to share your experience. We explained in email correspondence with you that the Policyholder (i.e. Employer) excluded many services, that are generally eligible under a Private Health Services Plans (PHSP), from the policy that was extended to you. Regrettably, the acupuncture expenses could not be reimbursed, as they were excluded from your policy.
  
  
  
  A detailed document of eligible services, specific to your policy, was provided for your reference during the on-boarding process to help clarify the terms of the policy. I apologize if this documentation was insufficient. In general, PHSP cover the same expenses as the Medical Expense Tax Credit (METC) which would include services provided by Authorized Medical Practitioners such as Acupuncturists. Our Account Specialists do their best to give general information on eligibility, whereas formal adjudication falls to a different role. We acknowledge the Account Specialist should have verified the specifics of your policy; however, the information provided was accurate in a general context. I apologize that there was a miscommunication.
  
  
  
  Regarding the content of the exchanged messages, all correspondence was written professionally and explained in detail how the miscommunication happened. I apologize if it was interpreted otherwise.
  
  
  
  It may be helpful to know that the cost of services provided by Acupuncturists are considered eligible expenses under the METC, and they may be eligible for inclusion on your personal taxes. We recommend seeking advice from an accounting professional to see if this expense would still qualify. I apologize we cannot provide further advice on taxation. We hope this provides some context as to why we could not reimburse the expenses in question.