Canassistance Reviews 

Not reimbursed for emergency room visit in Portugal despite official hospital receipt... because it was not a "detailed" invoice. What a scam. On the phone for 30 minutes. Waste of time and money and thinking I was covered.

Garbage company and scam...

complete waste of time and effort. This company is a third party deflector for claims. They do their utmost to delay or deny your claim. I have insurance with Blue Cross and submitted a claim for lost baggage. I submitted the claim online and provided the required documentation meticulously according to their requests. I did not hear back and called 28 days later. Very frustrating because they requested information that they already had! like flight invoice, list of items purchased, receits for items, and wanting a statement from the air company which I did not have nor could obtain. Airlines are quite devious in their own way as well when it comes to flight delays and lost baggage all in an effort to avoid paying claims. I shutter at the thought of making a medical claim after this experience over lost baggage. Third party deflection should not be allowed because they only have one mandate - deny claims. This may be the end of Blue Cross travel insurance.

Scam!
Avoid this. The won't respond to your claim

I would like to extend my highest commendation to the Canassistance team. My son had been hospitalized a couple of times due to pneumonia while travelling, and Canassistance provided assistance every step of the way without any hassle. They sorted out all the medical bills and their support team always checked up and followed through regarding my son's condition.

The worse insurance, you have to wait for hours on the phone, then they don't find your file even though you have the right file number. After that, they ask you for the same documents many times. Unfortunately, this joke comes with my credit card, but I'm planning to give up on my World elite.
Never, never, never!

Presque 1 an à attendre une reclamat6de billets d avion qui ont dû être annulé suite à un avis médical. Toujours plus de documents demandé, aucun suivi pour clore le dossier je dois passer des heures au téléphone pour un montant ridicule à rembourser. J ai de la difficulté à comprendre pourquoi Banque Nationale utilise cette compagnie pour les assurances de leur carte de crédit. Ils ne sont pas de bonne foi et malhonnête. Mérite d être dénonce à l autorité des marchés financiers. Terriblement malhonnête. Dommage.

twice submitted a claim, they all the time got back with excuses to add more and more info which had been submitted previously. I called 3 times, each time you have to wait for one hour online, absolutely terrible service and useless. Have ben waiting for one month to get reimbursed and still haven received anything.

no processing claims, chat unavailable always, confirmation documents only sent in French, don't replay to emails. They are a Scam. The worst

I have been trying for over 1 year to have my Blue Cross claim reviewed and unfortunatly they wash their hands of dealing with their claimants and use Can Assistance as their claim adjusters. Never have I ever encountered such an inefficient and incompetent organization that is void of any communication abilities and clueless when it comes to processing a claim. All requisite info has been provided and I have been asking for an escalation of my claim. Impossible to speak with an adjuster, just front line phone operators. They deserve a negative star.

Never again will I be getting travel insurance from this company. I have been dealing with them for about 8 months now and they lack communication. I still haven’t received any communication where anything is at and have received no money through them. To get a hold of them is another issue. Would not recommend. It takes up so much of your time just to submit everything. Then you have to wait 30 days (business days) in order to contact them to see where your insurance is at. When you get through they always say something is missing. It seems like they want you to give up on getting your money. Don’t give up. Keep fighting for it. Just don’t buy travel insurance from them again.

I wish we could give negative stars to this joke of an insurance company. On our winter trip to the US, my wife had a tooth break while eating soft food. We had no choice but to have her tooth fixed as we were going to be in the US for another month. When we submitted our claim, it was rejected because she "voluntarily introduced food into her mouth". It has to be a direct, accidental blow to the mouth or a fractured or dislocated jaw requiring setting. Beware of this company. Hard to believe that we buy dental coverage which doesn't cover you. Also, be prepared to spend hours on the phone waiting.

I have taken countless trips, insured every time with AMA travel insurance. this is the first and last time I’ve tried blue cross insurance - serviced by Canassistance. I have NEVER had a worse experience. It truly feels like a scam from the first moment. It’s insane. Too long to tell but stay away!!!! Buy AMA never had a problem with them.

Zero stars. Absolutely horrible. Claim delayed ongoing without cause. Paperwork in abundance, more than required to be fair. Medical care reimbursement for doctor visit on vacation. Easy, clear cut, and covered. Made claim in April and ongoing delays. Have had to call a dozen times . Then they paid wrong person/ account and admitted mistake yet made me wait for 10 days for their stop payment . Not even sure how that that is legal quite honestly. I am still waiting for reimbursement in August . No apologies, no accountability. They asked if I wish to resend the bank information??? They had the correct information and admitted it went to the wrong person, not entirely sure why I would have to resend the same document that the person I was speaking to was looking at. I said please just cut me a cheque and be done with this. August 1, still not cheque. I cannot believe how awful this situation has become. This is rightfully my money. What if I didn’t have the money to pay the bill? What if my bill was thousands vs hundreds. Absolutely telltale how awful this industry is, grotesque. Tomorrow I will call for the 8 th time for details as to where our payment is. What a joke, too bad it isn’t funny !

This has been the worst experience of my life.I have been waiting for over 6 months to get a status on my claim and I cannot get a answer from anyone. Everytime I call I have to wait for over 1-2 hours before I can speak to someone and when I do they cannot provide me with an answer. I have asked to speak to a manager or at least someone in charge and they will not make me speak to anyone else. The person on the other side of the line has been verbally abuse to me. I explain to them that I have been waiting 6 months to get my money and they are never sympathetic and frankly no one seems to care.
I just don't understand why we need to go through this service when my insurance was purchased through my credit card!

Worst customer experience ever in my life they treat us like a garbage. I will never use their service again. We feel guilty at the start the way they ask questions. They asking so many papers and trying to reach them is like reaching first minister. I submitted all paper work asked and it's look not enough for them... They asking other again. I sent all papers asking and I will wait probably several months again. I will cancel my mastercard BNC card for sure. Be aware by Mastercard Bank saying nice thing about garantee or stole items they will not honor their words. Hope these comments will help other customers like us. If we could rate them with no star, we will do...

I made a claim more than 6 months ago and they never paid the clinic. Be prepared if you want to talk to an agent, the waiting time is between 1 to 2 hour.

Never deal with this company! I purchased a Blue Cross medical coverage policy assuming I would be well looked after should there be a claim.
In April of 2022 I hurt my leg and required stitches at the local Emergency Room in US. 14 months later they have still not paid the hospital bill. I personally know it was provided to them a minimum of three times. Their latest message in May 2023 is that they never received the bill and will contact the hospital to get one. That was weeks ago. I have made many calls, submitted all forms required, and sent numerous emails to no avail. I have spent many hours trying to deal with this company with no follow up or results. Tried to call again today three times and the recording announced the wait time to be "under 1 hour" on the first call, "under 1.5 hours" on the second, and "under 2 hours" on the third attempt. NO customer service, NO communication, and NO fulfilment of claims from this company. DO NOT USE.

This is company is FRAUD AND SCAM! THEY WILL NOT COVER YOUR BILLS!! THEY WILL NOT ANSWER YOUR CALLS.. A HOLES!!!

On March 11, 2023, I was injured in Mexico and fell off 4-5 foot landing with no railing onto a concrete floor. Broke and dislocated my right wrist and required emergency treatment in a Mexico hospital and needed surgery. Had my wrist relocated (closed reduction), an overnight to watch for head trauma, and required substantial pain meds in the process.

The surgery date coincided with the end of our trip and flight home, so we chose to repatriate and get the surgery there. Fortunately, my work travel insurer had a zero deductible rider, for emergency treatment only. At the time of my injury, the records/insurance department at the Mexico Hospital was closed, so we had to give a credit card number to pay for the services in the event they later had issues with the insurer. To date as of May 15, 2023, we have yet to see a bill, or a credit card charge but our claim and automated email from CanAssistance said our claim is being evaluated and a decision on that claim would be decided on within 30 days of receipt of the email and that the decision would be mailed. That was April 20, 2023.

Being the pro-active guy that I am, and wanting to make sure there were no hiccups, I called a few days after receiving that email and was put on hold for 1-1.5 hours before speaking to an operator. Upon getting through, I told the operator I was inquiring about claim number 1234567, and was looking for an update to its status. The operator told me just to hold on the line for a second, and I was quickly whisked back into the main queue where the automated message manager advised I was back on a 2+ hour wait time. Was this a joke? I waited on hold for 5-10 minutes, quickly realizing this was not a joke and I hung up.

Today, May 15, 2023, I called back, but called early and got into a queue of 15-20 minutes. Once I spoke to the operator again asking for an update to my medical claim, it went the exact same way again, being told to wait, putting me back on hold and into the general queue line, now at 1.5+ hours. I waited 15 minutes just to be sure, and determined this was no accident. From my short experience, this is their usual way of doing business. Ultimately, I hung up.

So as of right now, I have no clue if my medical claim was approved or if I'm facing any bill in the mail. I was only attempting to make a basic query and couldn't even get a simple update.

God help anyone who is trying to deal with this terrible customer service. I also I'm not type of guy to complain for the sake of complaining. If this is their usual way of doing business, wasting my time on hold for as long as they have, just to put me on hold longer, I wouldn't want to be dealing with them attempting to recoup medical expenses after the fact.

I guess I'm crossing my fingers that my medical expenses in Mexico go smoothly behind the scenes, but simply, I have no clue and have no update from anyone.

What I will be doing is double-checking my travel credit card's underwriter to make sure it's not Can Assistance. If it is, I'm changing cards. After reading the other reviews, I won't be using my work insurer out-of-country emergency coverage again and getting 3rd party coverage when I travel (if not covered in my travel credit card) and I'm avoiding Can Assistance like the plague.