Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a dental claim to this company, called prior to treatment, submitted all required documents. The total coverage on the policy is $300, there is a $500 deductible, total for this one claim was $1,534.19. After numerous phone calls, several months of waiting, they sent me a letter stating that $300 was applied toward my deductible, leaving a balance of $200. The next sentence was that the $1,234.19 is not payable as dental benefit limit has been reached. They should have applied the total amount for this claim, $1,534.19 toward the $500 deductible, which would leave a balance of $1,034.19. Then they should have paid me the total amount of coverage $300 from this amount. I can send you a copy of their letter if required. This is the wording from the policy that I purchased. Expenses for emergency dental treatment – • If you need emergency dental treatment, we will pay up to $300 for the relief of dental pain.

  Customer Answer

  Date: 27/07/2023

  The company has reached out to me after I filed this complaint. It took me several more phone calls but I have now been paid the $300 that they should have paid me several months ago. Thank you very much for your assistance.

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased BCAA travel insurance (who are underwriters for ACM) in Dec 2022. I made a claim for my wife (*******) on December 16,2022. BCAA/ACM advertises that claims will be processed in 8-10 weeks. It has currently been almost 4 months and my claim has neither been approved nor denied. I have made 9 phone calls over the past 2 months and have been told a manager would contact me (several times) and that my case has been prioritized as “high priority.” To date no one has ever contacted me. I have been reassured over and over again that all my documents are submitted and correct. When I speak to agents on the phone they can’t understand why my case isn’t being worked on. No one is able to provide me with correct information and no one is contacting me. I want a manager to call me and help me settle this outstanding case.

  Business Response

  Date: 26/04/2023

  ****************Good day,
  
  Due to confidentiality constraints, I will not be able to provide specific and personal details regarding the claim. I can confirm that the claim has been paid out and settled as per the policy terms and conditions. The customer has cashed in their money on April 24th, 2023.
  Should the customer wish to discuss further or would require clarification, we would invite them to contact ****** ***** ********** ******** ** ************ or by email at *********************
  
  Please do not hesitate to contact us should you have any questions.
  

   

  Kind regards,

   

  ******* ********* - Customer Relations Officer

  Global Excel Management Inc.

  Customer Answer

  Date: 27/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Sadly, settling this case took well over 4 months and 15 telephone calls to complete. And, the customer service was TERRIBLE.

  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:14/09/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding the refusal letter dated July 15, 2022 against my claim in connection with ACM Case number ****** of the Policy number VTP-******** dated 2022-01-28 and review application dated 18th July 2022 for reviewing the denial decision on the ACM Case Number ******. On 14th April I had Glaucoma surgery on a medical emergency. But in March in an acute stage I was compelled to take admission with Emergency of Vancouver General Hospital and later on referred to the Eye Care Center. There was no choice other than valve implantation Surgery to save my eye and minimum vision. On the day 28th January 2022 I purchased the Health Insurance Policy. On 9th March 2022 I felt difficulties with my eye. I called at the call center, and an agent provided me the case number ****** obtained verbal pre-authorization. The agent advised me to check with Northeast Urgent and Primary Care Center for my initial service. I visited NUPCC on 10th March 2022. After waiting for 10 days I went to the same clinic and the clinic suggested to call and visit the eye center of Vancouver General Hospital immediately. On 24th March I was admitted in the emergency of VGH (copy attached as enclosure 2). Understanding my eye condition Emergency department called the ophthalmologist urgently. After a comprehensive investigation they referred me urgently-next morning to the eye care center. I don't have with me each clinical report of onward follow ups at eye care center (other than Dr Gill's note of 21st April'22 attached as enclosure 3) Dr Gill and his office sent a fax to your the insurance notifying the requirement of my surgery and treatment and estimated expenses Copy is attached as Enclosure 4. On 15th July I received letter from Insurance company with denial decision against my claim (copy enclosed) On 18th July after receiving in connection with all above I have submitting my formal appeal against your refusal letter (copy enclosed) Till today I have not receive claim.

• Initial Complaint

  Date:05/07/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight insurance "Manulife" for flight cancelation. I had a problem with my pregnancy and was told not to travel. This fell under the medical reason for not being able to travel. I started a claim August of 2019. They stated that I qualify for the claim and to fill out the form. I filled it out and included a letter from my OB doctor. No one replied for months, I called and called finally they said they need the airline to fill out a form and contact them directly, I had to get through to the airline who then told me to fill up a form on their website, I did. They said they would contact Active Care in 6 months and they did. The claims did not contact me so iam waiting for my refund patiently for many months. Emailed them called them, finally got a hold and they said they need the doctor to now fill the form part as well even though they have the letter from the OB doctor. As frustrated as I got I contacted my OB dropped off the forms and had them fill it, (costing me an other $20, on top of the letter) The office faxed it over to Claims department. No once contacted me. I emailed and called, lady said that persons email no longer works, confirmed they got the fax and everything is in order I should get the refund in the mail in sometime. No refund no email. Called again same thing was said. Waited, nothing, its now july 2022. This has been going back and forth for 3 years. I called today lady named Shannon. S. rudest lady as if i did something bad to them claimed that they did not get he physicians letter or form! Lie as it was all faxed and confirmed two different times. I tried to explain to her but she would not listen. I said if I find proof that this was all sent would you apologize on the behalf of the company for the run around, she says no! I cannot believe this rudeness after everything! found the proof sent it in the email now still waiting for my refund and response. Worst experience ever!!! never dealing with this company or Manulife ever

• Initial Complaint

  Date:13/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 3, 2021 - I was brought to ********************* for treatment due to accident. I have coverage with Manulife (policy #*************). At the onset, *********************************** communicated with Manulife and filed a claim (claim #*******). Since Feb 28, together with my advisor, we constantly communicated with Manulife regarding the status of the claim and what else is required from me. Manulife ACM have been repeatedly telling me and my Advisor that I have completed all requirements and claim request is on process. My advisor was also told that turn-around time is 4 to 6 weeks (but as of June 11, the turn-around time was increased to 8 to 10 weeks). Claims submitted to them have been more than 15-20 weeks. Medical Providers such as *****************, and the Doctor's office have been sending billings and phoning me every week to follow-up and asking for payment commitment date. Last Feb 21, 2022, I received a warning letter from Covenant Health that if I don't settle the bill within 10 business days, I will be referred to collection agency. These circumstances were made known to Manulife through my Advisor but Manulife's responses were limited to "on process".