Complaint Review: CSA Travel Protection Insurance - San Diego California

I purchased their "Luxe" Plan. The most expensive plan they offer for a Cruise to Europe and Airfare. In Rome I stabbed myself in the Eye. I called them to see a Dr. because in my policy it states that if I use their "In Network" Doctors I would not have to pay anything out of pocket up to $1000.00. Now mind you this was an Eye injury and they sent and Internal Medicine Dr. to look at it. I understood that they needed to have my eye checked by a Dr.  BEFORE they would refer me to a Specialist and they told me this as well. OK now this is where my nightmare begins. The Dr. gives me a referral to a Specialist and tells me CSA will call me within an hour (he had to send them a report). So we waited in our VERY EXPENSIVE HOTEL Room for them to call (instead of enjoying outside) ALL DAY!!! I finally decided to call them and when I did NO ONE knew about my case and the lady that started it "Peggy" was now off of work. So they said they would look into my case and call me back. Again NO ONE called me back. I called them and they told me they would not get a report from the Dr. until Monday. (This was Friday when it happened and I started the case). I told them I had a referral and could get that to them they said they needed the report and there was nothing I could do UNLESS I wanted to go to a Specialist and pay for it myself but there would be no guarantee of payment. I told them over and over that I had the "Luxe" plan and that they were suppose to get me to see a Specialist. They said they were sorry and there was nothing more they could do for me. OK NOW...I decided that I will wait until I get home (which would be Monday to see a dr. in the states. (I had a friend that was a PA look at it and he said as long as it wasn't itching I should be OK) As mad as I was with CSA I just decided to enjoy the last few days of our vacation and keep a close look out on my eye.

Well Saturday comes and we get a call from "Peggy" the one that opened my case she wanted to know how it went with the Specialist. I told her I never saw one because they told me they needed the report from the Dr. and they wouldn't get that until Monday. She said that wasn't true that they had the report ONE HOUR AFTER I SAW THE DR. I was so upset at this point and told her everything that went on. She said she thought I should see a Specialist because I was flying home and in case there was any pressure build up in my eye she didn't want me to have any problems. She told me she would call  me back.....OK PEOPLE.....AGAIN we waited all day for her call and never received one so I called them and AGAIN she had gone home and NO ONE KNEW ABOUT MY CASE!!!! I said you have got to be kidding me. So after a very unpleasant phone call with CSA and them telling me it was MY responsibility to go to the DR. I hung up. WE WASTED TWO DAY IN ROME WAITNG FOR PHONE CALLS FROM THEM BECAUSE THEY TOLD ME THEY WERE SETTING UP AN APPOINTMENT FOR ME!!!! However, their 24/7 EMERGENCY care does not mean that you will get care 24/7 because people just leave their jobs and don't pass on your case file. THIS IS THE MOST INCOMPETENT COMPANY I HAVE EVER SPOKEN TO.

I have bought their insurance several times before and haven't had to use it. So just think of that when you do have to use it you might not get what you paid for. This was their International EMERGENCY MEDICAL TEAM that I was working with and they couldn't even get me to see the Dr. I needed to. God help you if you have something more major than what I had.

I will NEVER NEVER NEVER NEVER buy their insurance AND I am going let as many people that I know what HORRIBLE CUSTOMER SERVICE they have.

Buyer Beware!!!!