Nightmare with BaoViet health insurance claim. Had a motorcycle accident in January 2021. Direct Billing at Vinmec hospital was refused because I 'didn't have a Vietnamese Driving license', later it became apparent that had I produced both my UK licence and International driving permit (not just the UK license) direct billing would have been approved.
Had a torrid time hauling all the documents and xrays to my agent just before TET holiday. Only part of claim was approved. Take note that BaoViet does not cover implants (my surgery to insert plate and screws was not covered). My private Ambulance fee refused first because it was deemed a 'car rental not hospital transporting patient', then when I challenged this, she said 'nearest facility' means it does not cover vung tau to Saigon.
When I challenged this and said that doesn't apply to transfers where I had been to a hospital in Vung tau then transferred to Saigon. She said 'she didn't know I was tranfered becuase there are no documents'
Clearly, there were 3 vietsovpetro documents sent to Baoviet claims when my agent submitted the claim. She missed them completely. She then says it wasn't a serious injury/illness. I asked her to escalate to supervisor. Supervisor kept stonewalling saying there wasn't a threat to life. When I told her I was vomiting in ambulance and hospital (and referred to the documents that confirm this) and Vinmec had done CT scan and ECG in the early hours (around 1 am on 18 January - I was admitted to Vinmec on 17 January around 10 pm). Her response was it was two days after, not immediately following.
when I pointed out the mistake, she says 'After checking, the date of doing CT brain is on 18.01.21 instead of 19.01.21. I am so sorry for this mistake. However, that is also the date after the date you entering Vinmec. That information does not the evidence to prove the risk endangering your life.'.
Supervisor then 'found' the documents from hospital vietsovpetro, Vung Tau and arranged to reimburse me the costs from that hospital. Even that supervisor asked the junior member of staff to folk out the bill because it was 'her mistake'.
Now supervisor is asking for a Paper referral (gi岷 chuy峄僴 vi峄噉) from Vietsovpetro, which apparently is a document issued on the day of admission to Vietsovpetro hospital. I was never provided such a document from VietsoVpetro. When I asked if this document is necessary (because vietsovpetro had agreed to providing a certificate that I was admitted with head and arm injury and the necessity to transfer to hospital in Saigon and that they could not provide an ambulance for me). She then says something confirming the same as the referral (gi岷 chuy峄僴 vi峄噉) is acceptable.
Nevermind coping with the serious injury, the claim handling has literally added insult to injury over the past month.
Stay away from baoviet. If you are considering buying through an agent be careful. My agent has been a disaster. Wrong info, delayed responses, broken promises (told me he will push for an early settlement of the claim before TET holiday - did nothing of the sort. Claim took the whole 10 working days to process).
I don't know if your agent will be different but mine tends to always side with BaoViet when it comes down to it. I should have gone direct, or better still gone with another provider.
