ComplaintsforCanAssistance Inc.

• Initial Complaint

  27/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Can assistance was supposed to reimburse our medical claim from our trip in the Dominican Republic. I filed our claim upon our return on Jan 6th. I had some missing information that I supplied by Jan 25th. Since then I have been given false promises of reimbursement coming. The money was deposited in the wrong account due to their error since my account numbers that I gave were correct. They told me I had to wait for them to get the money back before reimbursement which is not my problem. I have had over 10 calls with them with false promises that I would be getting my 2705.59$. I am beyond frustrated and accumulating interest on this amount paid while on my trip. Last week I spoke to a customer service representative named ***** and he told me he is shocked I haven’t been paid yet. He insinuated that I should consider legal representation. However doing this I’m losing out on more money therefore I decided to seek *** help in helping me get the funds which are owed to myself. I am also seeking damages for interest incurred. Their lying and not delivering is unacceptable and unprofessional. They are having issues with Etransfer of money so I have requested 3 times to be issued a cheque which they haven’t done. It is unfair that we purchase/pay for insurance and they are free to delay payment to benefit their company. I am beyond frustrated. I have also requested to speak to a supervisor being told that they don’t do that. It’s obvious they don’t want to hear from frustrated customers. I have included a report of « supposed » to be direct deposit (2nd time receiving this without deposit). Tired of the lies.

  Customer response

  23/05/2024

  I have received a cheque for the amount owing.  Thanks.

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Can assistance is the company used for my retiree benefits for out of country emergency medical coverage. While away his past winter I needed to seek medical help for a breathing problem. Long story short, I was prescribed an in hailer which I paid for and upon returning home I sent the bill in for reimbursement along with the required forms. That was april 2, 2023. All I received was an auto email saying they received it. They aren’t reachable by phone, email or on their online chat que. They owe me $300 US and I’d like my money back!

• Initial Complaint

  22/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  y issue is with Canassistance your 3rd Party adjudicator for travel insurance. I bought my travel insurance from ******* ****** (broker) who has been the least helpful too. I have bought Trip cancellation policyand in fact you sales representative ****** confirmed that I have the Trip Cancellation policy. I was supposed to travel in July to las vegas. We went to the airport and then the flight operator ***** cancelled the flight. ***** was not helpful in getting us an alternate flight. So I booked with ***** and flew out the next day. As a result I incurred $2277.12 for the flight, I had to pay for 1 days hotel room $213.11 and I had to pay for 3 days of car rental which was $234.84. I submitted my claim to Can assistance on August 2, 2022. Did not hear from then until Oct 2 to submit additional documentation which was submitted. Called On December 2nd to inquire about what is happening. CSR tells me that my file is under review and that I will hear back in 4 to 5 days. Called today Dec 22nd again and CSR tells me that the file is still under review and if I want to escalate my case I have to wait for 15 business days which would mean Dec 23rd. The CSR was arguing with me that the total waiting time to escalate is 1 month. I can't speak to a manager or escalate my concern. I called the 3rd CSR and she initially told me that my claim is rejected. Then when I told her that my policy meets the requirement. Then she backtracked and told me that my file is under review. This is becoming a really frustrating process. When I bought the insurance **** ***** took my money but now that you need to honor the policy your adjudicator is giving me a run around. I have bought travel policies in the past from other companies and never had this issue. I am extremely disappointed with ********* and I hold you responsible. It almost feels like you want to frustrate the customer and we give up and you dont need to pay us. I would like to get my claim paid as it is not fair on us as a consumer that you sell us the policy but when it comes time to pay the claim you make it so difficult for us. If I don't hear back at the earliest. I am going to file a complaint against your company with the insurance board and will go to the media and will everyone not to use your insurance.

• Initial Complaint

  24/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am trying to call/contact can assistance to follow up on an unpaid claim sand they don't answer the phone. The message says office hours are 8:30 to 5:00 pm Mon. - Fri. but when you call during that time frame the message says the office is currently closed.

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