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Business Profile

Risk Management

On Call International

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Risk Management.

Complaints

This profile includes complaints for On Call International's headquarters and its corporate-owned locations. To view all corporate locations, see

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On Call International has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On May 16, while on vacation to attend graduations and visit family, i had increased problem of shortness of breath,palpatations, rapid heart rate and fatigue. I sought medicsl care from former cardiologists at ************ clinic in **********. i was directed to go to hospital ER for admission and care . for Pulmonary Hypertension. I am my husbands VA caregiver . he is 100% va disabled. i called On Call international for assist. **** was brief and short as i tried to explain my dilema! All she could say was " We cant do anything until u are admitted"! So i made reservation at hotel near hospital with shuttle service and called VA caregiver support at VA ************ arrange care for him then hotel check in then go to ER by shuttle. i called oncal from ER woman stated ***** was ok but she needed to call make reservation and i must cancel ours and she would call back , It never happened!!! when admitted i called again another person sent me by email 9 pages of forms. only need fill out 1,2,3 pages but couldnot return them as needed to fill out all 9 as progrsm would not allow. Busy with Stress test snd others feeling poorly explained dilemma 10 x to 10 differentcpeople!!!nurses on tower 8 helped by providing fax # to unit for me snd ************* to sugn necessary forms yet they oncal faxed to Social worker office that was closed refusing to fax to # i gave them! day of discharge spent two hrs trying to get forms to correctcplace noone using correct #. returning to hotel on 5/18 ******* continued! checking out next day desk helped me send bill by email as requested by oncall with promise of CC # to pay bill, never happened! " stating 2 hrs later we didnt make arrangement so no pay"" we traveled to snother town to visit family, i called no word ! i visited Cardiologist ********************* to receive followup and asked for assist to get home. Med team reviewed saying denied as had no med record! Members 2011 and this treatment! so struggled our way home! Shame oncall!

    • Initial Complaint

      Date:11/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello, my wife and I purchased travel insurance before our trip to Iceland this fall. Tragically, my wife passed away on the plane during our flight there. There was a required autopsy performed and my wife was cremated in Iceland. I was issued an International Death Certificate from the US Consulate office In Iceland. When I returned I filed a claim with this company for the costs of the cremation. I provided all information requested including the Death Certificate that state NATURAL CAUSES under Cause of Death, pending further Studies. There was a Preliminary autopsy report as a result of the Autopsy that was inconclusive as to exact cause of death, but that determined there was no foul play and it was natural causes. I have provided this DC to EVERY entity requesting one since without issue except this company. They have now repeatedly harassed me with phone calls on weekends, evenings, requesting some other made up death certificate. THE ONE PROVIDED IS IT! They are playing games to avoid paying. Claim#*******

    • Initial Complaint

      Date:09/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Required their assistance arranging for one of their insured's return home after suffering a medical emergency. Was given the runaround for days, no decisions made, continuing unfulfilled promises. They were unhappy with the method of travel required by the discharging medical center and repeatedly tried to have the discharging doctor change his diagnosis to fit what they wanted to do. Calls went unreturned for hours when they knew the situation required emergent responses. Ultimately, due to their unnecessary delays and constantly asking for additional irrelevant information, we made and paid for the needed transportation.

      Customer Answer

      Date: 10/06/2023

      the business has not responded in any way to the complaint. 

      Business Response

      Date: 11/03/2023

      Dear *** *************, This letter is in response to the complaint filed by Mr. *** ****** on September 21, 2023. Further to our conversation earlier this week, you indicated that you have granted a response extension to November 6, 2023. Thank you in advance for this accommodation. We are sorry to hear that Mr. ****** is not satisfied with the necessary processes for us to arrange and provide the transportation home services. Although the procedures may have not met his expectations, the patient’s safety is our primary concern; the procedures we have in place require medical verification before travel can be arranged to ensure we provide the appropriate level of accommodations required for each specific medical situation. As the service assistance provider on behalf of ********* ****** and Security, Inc. (EA+), On Call arranged the appropriate services as outlined in the EA+ Member Guide. Mr. ****** chose not to accept the transportation arranged by On Call and instead made his own arrangements. Mr. ****** indicated in the initial complaint that he is seeking a refund. Due to the member’s dissatisfaction, ********* ****** and Security, Inc. (EA+) will consider Mr. ******’s request, but would need documentation of the expenses to do so. Upon receipt of documentation ********* ****** *** ******** (EA+) will continue to work with him on resolution. Both On Call and EA+ take all member concerns seriously and are focused on providing the best service possible. If you require additional information, please feel free to reach out to me directly at ************ Sincerely, ***** ******

    On Call International is NOT a BBB Accredited Business.

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