Reviews

Review Details

• Review fromTina B

  Date: 05/13/2024

  1 star

  Tina B

  Date: 05/13/2024

  I'm coming up on my 2nd year and have auto renewal set up. I received an email informing me my auto renewal will happen Jun 1st and due to "a resurgence in tourism and travel as people seek to make up for lost time"..."a modest price adjustment upon renewal of your membership"...30% increase is not modest!
  If there's a resurgence in travel, thus increase in memberships I'd presume, what's the reason for a 30% increase?
  The reviews for EA+ aren't all that great so I've decided to cancel my membership. EA+ website is not user friendly either, no email address to send messages to.
  

  Emergency Assistance Plus

  Date: 06/25/2024

  Thank you for reaching out regarding your concerns about the upcoming renewal of your membership with EA+. We understand your frustration regarding the price adjustment and apologize for any inconvenience caused. To explain, when you enrolled in EA+ you received a discounted first year rate for family coverage. Therefore, upon renewal, your annual fee was adjusted to the non-discounted new rate for family coverage, which correlates to the higher percentage you're experiencing.
  The decision to adjust membership fees is not one that we take lightly. As mentioned in your renewal communication, the costs associated with providing comprehensive travel assistance services have significantly increased amidst changing global conditions. We strive to balance providing exceptional service with fair and competitive pricing for our members. We have saved our members millions of dollars to date for emergency medical transportation and assistance services.
  We regret to hear about your decision to cancel your membership. We appreciate your time as an EA+ member and hope we have the opportunity to serve you again in the future.
  Sincerely, the EA+ Team

• Review fromLawrence S

  Date: 04/19/2024

  1 star

  Lawrence S

  Date: 04/19/2024

  I wish I could give you a review of actually using the program. I’ve had it for 2 years, I thought. I signed up for automatic renewal. After my 1st year I did not get billed and paid from my Southwest credit card as I had signed up. I kept receiving notices to renew. I called and they set me up again. I paid $219 for the annual price on my credit card that they informed me would be charged annually. It was billed to my southwest credit card on 02-15-2024. I continued to get monthly bills for $259. I called several Times and was informed that my credit card payment did not go thru. That was probably because I had already paid. I talked to one young Lady today that informed me my March payment was denied. I just said to cancel. Then I found the paid bill from my Southwest Credit card on 2-15-24 and called again. I got the original person that set this up in February. She apologized and told me that the annual cost went up to $259 on March first. She had made a mistake by setting me up with a new program because I already had one that didn’t expire until after March 1st. So she would have to refund my $219 and I’d have to pay $259 because if the price increase. Neither person wanted to hear my thoughts they just wanted to talk. I just canceled my membership and asked for my $219 refund. I hope I receive it. I wish I had performed my research first before joining. But if the medical service is anything like the customer service, buyer beware.
  

  Emergency Assistance Plus

  Date: 06/25/2024

  We sincerely apologize for the frustrating experience you encountered with our billing and renewal process.
  Upon review of your account and the interactions documented with our customer service team, it appears the confusion stemmed from the fact that you had two active EA+ memberships with different numbers and mailing addresses. This made it difficult in understanding the different rates, multiple bills, and the renewal confusion.
  The EA+ Rate Increase took effect March 2024. In January 2024 you signed up for EA+ under Southwest at $219 (pre-rate increase), however you already had a membership in existence from March 2022 (which was up for renewal at the new rate of $259). That is why your Card was charged $219 for the new account, but that showed $259 was still due for the other existing account.
  We understand your disappointment and wish we could have resolved this at the time, and understand these frustrations lead to cancelling your membership. A refund of $219 for the new account was promptly issued and your other account was also terminated.
  We strive to deliver clear and efficient service, and we regret that this situation fell short of that.
  Thank you for your understanding,
  The EA+ Team

• Review fromBRYAN B

  Date: 04/18/2024

  5 stars

  BRYAN B

  Date: 04/18/2024

  My wife and I have been EA+ member for many years and recently our close family friends were leaving on a month-long road trip from California to Oregon. We decided to purchase a plan for them ahead of time as a present because they are older and travel to see family out of state a few times a year, and we get really worried about them. After we told them, they read the services that were included, and they just couldn't believe it. Her husband actually cried, just knowing his wife's medical history and it meant so much that we could all have more peace of mind that they could get help in case something happened to either one of them and they needed to get back home. Just seeing what EA+ has done for others we couldn't pass up the priceless sense of security it offers. Our family is traveling to Australia later this year and my mom and sister plan on getting EA+ too because I have told them about all the stories you share! Not only will my family have EA+, but our friends do too!
  

  Emergency Assistance Plus

  Date: 05/06/2024

  That's such a heartwarming story! It's truly touching to hear how EA+ provided such a meaningful gift for your close family friends. Knowing that they can travel with more peace of mind, especially given their medical history, must be incredibly comforting for everyone involved. And it's wonderful to hear that your family plans to get EA+ as well for their upcoming trip to Australia. Sharing stories like yours really highlights the invaluable support and security that EA+ provides for travelers. Safe travels to all!

• Review fromMark C

  Date: 03/15/2024

  1 star

  Mark C

  Date: 03/15/2024

  I had a medical emergency while staying in a small hotel in the mountains near Tokyo. Laying on the hotel lobby floor, screaming with pain. A Japanese friend called an ambulance. I was taken to an emergency room about an hour drive away, in a Tokyo suburb. ER doc and nurse took good care of me... I was able to return to hotel before dawn. The next day a doc friend took me to a clinic for follow up. I then went to another clinic for a procedure. I became calm and coherent enough to call Emergency Assistance Plus about the coverage I had through them. They said nope, we don't cover that. "Read your policy," I was told. Also, "You have to get advance authorization from us before receiving care." I guess they don't quite get the concept of "Emergency." And, "If you are not admitted to the hospital for an overnight stay we don't cover any expenses." In summary, this company offers a worthless policy. I paid cash out of pocket for all the services I received in Japan. Exactly zero help from this company. Also be aware that unless you cancel the policy they will automatically renew it... so you can extend, year after year, your completely worthless policy.
  

  Emergency Assistance Plus

  Date: 03/29/2024

  Hello Mr. C*******, thank you for talking with us by phone concerning your EA+ experience and the expectations you had about your EA+ Membership. As we discussed, EA+ is not travel insurance. The EA+ website and the Member Guide you received after enrollment comprehensively outline the programs features including that EA+ is a Membership program which provides emergency medical evacuation in cases when a hospitalized member traveling away from home needs care at a more advanced hospital. Once the member is stabilized, EA+ provides the transportation home for continuing care. Since EA+ is not insurance, the membership does not cover any medical expenses as we clarified during our conversation with you. Your feedback is important to us, and we appreciate you bringing your concerns to our attention as this gives us insight into your interpretation of the information we provided prior to your enrollment. We regret that you expected EA+ would provide services other than what is stated on the website and in the Member Guide. Due to this misunderstanding, we have cancelled your membership and refunded your membership fee.
  We are reviewing the conversation you had with our staff during your call notifying us of your injury. Our goal is to address each member’s emergency with expertise, empathy and compassion. We apologize if you did not feel this was your experience and will provide any needed coaching to ensure we maintain a high level of service and customer care.

• Review fromSusan B

  Date: 01/08/2024

  1 star
  I have been a member of EA+ since 2014. When my husband became critically ill and was hospitalized in London on Sept. 17, 2023, I called EA+ immediately as required. Their advertising said they will transfer you to another hospital if your care is not adequate, will provide an air ambulance to get you home if necessary and will coordinate their services with any travel insurance you have. Through multiple phone calls to them for the three weeks my husband was so ill, I was told by their representative John that, and I quote, "We don't do any of those things. That's just marketing." If that's the case, then their marketing is fraudulent, by their own admission. I have spoken with their representative twice since we've been home (Travel Guard got us here). Not once have they denied that this is the case with their so-called membership. When I first called to complain on Oct. 17, I was told they would look into it and get back with me. That didn't happen until the week of Jan. 1 when I began posting negative comments to their Facebook ads, still promising what they, in their own words, do not provide. Don't be fooled.

• Review fromWayne T

  Date: 11/18/2023

  1 star
  While visiting family in Florida, I had a fall and shattered my knee cap (patella). Although I was admitted to local hospital, the care in the ER from midnight - 1 PM (13 hours) was terrible (very understaffed, I had an allergic reaction to morphine, no answer to nurse call system, etc.). Could have died. Surgical repair would be required but I was reluctant to have it there based on my experience in the ER, and with the representative from the on call orthopedic group. Called orthopedist back in San Diego, reviewed my x-rays, and it was determined it would be safe to wait for surgery at home, and where I could get the prolonged PT and recovery care that would be needed. I contacted EA+ for the first time in over 5 years of having their insurance, and was told that because I didn’t have the surgery in Florida, I did not qualify for any benefit, no wheelchair, no help with getting seat upgrade so that my splint would fit, etc. We were out of pocket $1,600 to upgrade premium coach seat to first class for flight home. Decided not to renew services with EA+ after this.

• Review fromJames B

  Date: 09/19/2023

  5 stars
  Highly recommended! We have used EA+ twice in the past two years and gotten superb service both times. For only around $200 a year, we would never travel without it. Coincidentally, their nurse Gary Spence was sent out both times - we couldn't have been luckier. I was hospitalized in Iceland in June this year with sepsis (great medical care there, by the way), and EA+ handled every detail of our return to California - paying for upgraded flights from Reykjavik to Los Angeles thru JFK, accompanied by Gary, arranging hotel-to-airport transportation in Reykjavik, a wheelchair at the airport and lounge access, and transportation to our hotel at Los Angeles Airport (where we had left our car). It couldn't have been a smoother process, and to have an "expert" handling all the arrangements was a considerable comfort for both me and my wife.
  In 2021 my wife tripped and fell, breaking her hip in Cabo, Mexico, requiring hip replacement surgery. Same outstanding service: EA+ paid for upgraded seats on a direct flight from Cabo to San Diego (we had originally flown to Cabo through Houston), hotel-to-airport transportation in Cabo, wheelchair and lounge access at the airport, and transportation from San Diego Airport to our nearby home, where Gary insured that my wife was comfortable.
  As they state very clearly, EA+ does not cover any medical expenses, but they cover a whole lot of other things - in a superb way in our experience. They even cover a whole range of things we didn't require. For $200 per year - hard to imagine traveling without it.

• Review fromCatherine Z

  Date: 07/26/2023

  3 stars

  Catherine Z

  Date: 07/26/2023

  My husband and I were on a cruise ship when my husband developed double pneumonia. The cruise ship medical facility cared for him until we docked in Aukeryri, Iceland where he was transported to the local hospital. I immediately called Emergency Assistance Plus and was assured that the local “Magical team” would be in touch with me. I never heard from this team or any other team until I made my third or fourth phone call a week later indicating that my husband was soon to be discharged. At this point I had the misfortune of speaking to someone named, “John” who admonished me for, among other things,having other insurance( need travel insurance to help with medical expenses). I have NEVER encountered such an arrogant, condescending, rude person in a customer service position.He eventually got the job done and my husband and I were sent home with a nurse who was absolutely wonderful. Without the help of nurse, Gary Spence, I don’t know how we would have made it. There were services I should have received but didn’t because I was ignored for a week. And whoever “ John “ is, he needs a serious attitude adjustment!
  

  Emergency Assistance Plus

  Date: 08/30/2023

  Thank you, Ms. Z******, for sharing your experience with us. We appreciated the opportunity to speak directly with you about your case and are glad to have come to a positive resolution. It is our standard protocol to check in daily with our members who have an open case until they have safely returned home, and we apologize that you did not experience this level of care. We can assure you that your case was continuing to move forward behind the scenes to get you and your husband home with a nurse escort. We have taken this opportunity to coach and re-train associates on the importance of checking in daily with members and ensuring that they give confidence to our members during their time of need. We take all matters related to customer service seriously and appreciate you bringing this to our attention.

• Review fromEvette H

  Date: 06/10/2023

  1 star

  Evette H

  Date: 06/10/2023

  pon being evacuated from Cruise Ship, I contacted Ea Plus. After multiple airlift to multiple hospitals four days later, I still heard nothing from Ea Plus. I’ve been called EA+ and had to ask them to get a room for my husband who was traveling with me and they hesitated and told me that I had to get paperwork from the hospital before they would get a room, even though they could see that I had been in the hospital and was with a travel companion. They did finally call back give me a hotel room for my husband. He stayed there one night the next day after multiple calls with ea plus I was discharged from the hospital and went back to the hotel, only to find out that the insurance was not paying for the room. , and that we had to pay for it, and I had to again make calls to the insurance for them to pay for the rooms because they had only paid for one night instead of the two nights even that they had said up front.
  I talk to the representative on Thursday before discharge and they told me that I needed to be discharged with a nurse for travel. I told him that I did not need a nurse with me if I had no medical issues after discharge and was fit to travel per doctors. The insurance E A+ said that they deemed I needed a nurse for travel to carry oxygen in case I needed it. They kept saying they need to review my medical records And then said that they would send the nurse to the hospital to escort me to the airport even though they are looking at my medical records they’re not realizing that I have been discharged from the hospital 2 days ago. At this point, they had not continued to even pay for our room.
  I called the insurance company and they said they would be in touch with me.
  When they didn’t get back to me, they told me I had to change hotels because there was no more room available.
  After contacting them, I received an automatic generate response, saying they would get back to me 2-3 days. It has been over a month and I have heard nothing.
  

  Emergency Assistance Plus

  Date: 06/20/2023

  Thank you Mrs. H****** for letting us know about your concerns. We were glad to speak with you about your experience. Our primary goal is to ensure our member’s safe travel home which we monitor based on the EA+ Medical Team’s experience with in-flight medical care. To accomplish this, Nurse Escorts are at times recommended to prepare for any unexpected medical issues which may occur during the flight. Also, our Nurse Escorts are available to assist the patient with travel activity such as getting to and navigating the airport. EA+ arranges and provides hotel accommodations while the member and traveling companion await transportation home. If a hotel does not have vacancy for all days leading to the departure, we are happy to arrange new accommodations. We appreciate you discussing the specifics of your case with us and are glad we could address your concerns.

• Review fromJose P

  Date: 03/22/2023

  5 stars

  Jose P

  Date: 03/22/2023

  EA+ was a Godsend. My husband was badly injured in an accident in California and hospitalized for two weeks. I had no idea how to get him home and couldn't go get him myself. EA+ arranged everything, including an ambulance to medically transport him to Arizona (8 hour drive) when he couldn't fly. Every time I called, I talked to a kind, understanding, helpful person. I am so happy I signed up for this program and will continue to do so
  

  Emergency Assistance Plus

  Date: 04/04/2023

  Dear R*******, thank you for sharing your story with us. We’re so sorry to hear about your husband's accident but glad that EA+ was there to get him back home safely. We are pleased to hear that everyone you spoke with provided wonderful service to you. Thank you for choosing EA+ and we wish you and your husband safe travels on all of your future trips!