DiveAssure - terrible customer service/claims service

[togatown]

Hold on a minute! Wasn't Dive Assure touted as PRIMARY coverage as opposed to DAN, which is SECONDARY coverage? If that is not the case, then it should not be repeated as such. Please correct me if I'm wrong but I remember people saying that on several threads here. Or was there actually an option that you could choose and pay extra for primary coverage?

Found some threads where people say Dive Assure is primary insurance:

DAN vs Dive Assure Travel Insurance
Insurance - DAN or diveassure? (very old)

I also remember going to their website in the past and that's what it said, as a marketing strategy to differentiate themselves. I have just checked out their website today and found no such wording anymore. Maybe things have changed, or maybe my memory is worse than I thought.

When you quote it and are ready to purchase, it gives you two options, one for Secondary and one for Primary. Secondary was at least a few hundred dollars cheaper, so shame on me for not thinking it could happen to us.

 

[Dogbowl]

When you quote it and are ready to purchase, it gives you two options, one for Secondary and one for Primary. Secondary was at least a few hundred dollars cheaper, so shame on me for not thinking it could happen to us.

Aaah ok, so it’s an option. Thanks for letting me know that. That is a very important distinction.

 

[togatown]

Aaah ok, so it’s an option. Thanks for letting me know that. That is a very important distinction.

Yes, never make that mistake again. Also probably going to join Global Rescue as well.

 

[Dogbowl]

Yes, never make that mistake again. Also probably going to join Global Rescue as well.

I hope you guys are alright.

 

[togatown]

I hope you guys are alright.

Yes, my wife is recovering 100%, thank you for asking.

 

[Dogbowl]

Yes, my wife is recovering 100%, thank you for asking.

Good to hear that.

 

[outofofficebrb]

You still get paid out with secondary. It just takes longer because they want proof that someone else has already paid as much as they can, e.g., your health insurance or credit card coverage. They just pick up where everyone else has already paid out and if you still have a balance. If you don’t have any other paying party, essentially secondary isn’t an issue.

 

[SandyRobinson]

Hi All,

Just wanted to share my experiences. I had a trip to Thailand booked to dive the Similian Islands. Developed some inner ear issues and had to cancel the diving part of the trip. Put in a claim just on the live aboard costs that I lost.

Submitted claim March 18 and got the acknowledge emails.

Followed up several times and again sent in the forms April 2 (to a live person at customer service)

Followed up again (several times) and again sent in the forms April 15th (different person again).

Last I heard from them was April 29th after I called...still nothing. Emails go largely unanswered...

There was generally good feedback on them so I felt they would be a good choice. Others seem to have had a more positive experience...its been terrible on my end. Perhaps DAN insurance would have been better...

Looks like the claim form is on Global Benefits Group letterhead and shows a California address. May want to file a complaint with th the California Department of Insurance.

 

[Dough18]

Just an update. My claim was paid out in full less the $50 deductible. I finally reached somebody live (by trying every number I could find) and they really stepped up and connected me to the right people. I can say the emails and voice messages did not get answered timely. Once I was connected to the right person through their secret system - we were able to move things forward. The person I spoke to in customer service (Betty) was a disappointment. In any event, I can live with the timelines but the communication along the way needs work...

 

[outofofficebrb]

Hi, @Dough18. Thanks for the update. I'm glad they pulled through for you and that it worked out. Do give them that feedback, especially specific to that individual, and ensure there is accountability. It doesn't matter what type of organization it is; someone like that is crippling to any process, whether internal or external.