MSH Reviews 

Been trying to contact to settle a claim since November. Telephone calls are waste of time. No one picks up the calls or returns the calls. Their web site is a disaster as it does not recognize me in their data base. After paying premiums for over 50 years and now retired this is a terrible and humiliating experience to go through. Even months after submitting claim, it remains unpaid and the hospital in the US is sending repeated reminders, not a way to treat paying members.
For this comment they asked me to provide further details on a web site, and after providing all the details with great efforts, it said sorry something went wrong at their end. TRY AGAIN!

I have been trying to submit a claim for more than 4 months. I have spent approximately 30 hours total waiting on your phone line that is supposed to be the contact for emergency medical assistance such as translation. I certainly have no confidence whatsoever that this complete lack of response will be reversed if I have a medical emergency.
The phone has been answered and I have been put on hold for as long as 4 hours. The promise to call back has never been fulfilled. I tried email and received one response that merely referred me back to the document that I had asked for clarification about.
I am registered withMyCanadaLife but when I attempt to login to the MSH portal I receive a message that my email address and the plan do not exist.
No one has ever provided any assistance whatsoever and as a result I have a backlog of more than $3000 in claims.
This organization is only a scam that does not provide any of the promised services or even honor medical claims.
Canada Life and their subcontractor MSH International are perpetrating a scam and the Canadian Government needs to cancel the contract and return to Sun Life Canada with all due alacrity.

Received standard response that they want more info on reclamation site but I have already contacted that site several times. Never have spoken to anyone at the company as phone never answered. Was able to Log In once! Second time it stated that it did not recognize the email I registered. Hopeless company for health insurance - only collects and never pays!

This company is out of its depth in a parking lot puddle. They do not answer the phone, and pressing 9 for a call back is like lighting a candle in the window waiting for Jimmy Hoffa to return. They do not answer emails. My first claim took over two months to be paid by them. I have further claims to file and am contemplating just lighting them on fire and giving up. But maybe that is their business plan, to just not pay out…..

So, as you can see below, I was given an email address to contact. I sent an email, and no response.

By the way, one star was given, because there was no option for zero stars.

MSH deserves no stars!!
They dont answer or return any calls or emails!
We pay for coverage and we are getting NO SERVICE! This is outrageous!

Absolutely NO client service for pensioners relying on MSH. The government should cancel their contract. I have a series of claims that I have no idea if they have been properly received through the portal and if and when they will be assessed. If MSH is receiving higher than usual call volumes they should put on more staff, and solve concerns. The federal government should be ashamed! Cancel MSH, they can not provide service!

i have been trying to reach MSH since early December, left call back numbers, no response what so ever. I have spent more than 40 hours trying to reach them. Makes me panic if I needed medical assistance while travelling.
I plan to enlist the services of my Member of Parliament for assistance since the government choose this incapable company to provide coverage.

BE CAREFUL! DON’T DEPEND ON MSH INTERNATIONAL TO BE THERE IF YOU HAVE A MEDICAL EMERGENCY ABROAD!!!

In our case MSH has proven to be unresponsive, inefficient, mismanaged ,uncaring and irresponsible !

They make you wait many hours on their EMERGENCY phone line, promise to call you back but never do or simply leave a quick message and never follow up, their representative refuse to identify themselves !
Submitting a claim is bureaucratic and they require you to register again on their own portal during a already stressful medical emergency!

Don’t hesitate to provide feedback to your government of Canada representative who pays MSH to provide this lousy service for their employees!
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Update to this review:
Now MSH ,after reading this review and all the negative publicity they are being subjected to on social networks ,are asking that I call them back with my member info to discuss my situation. But they have all that and can call me back! Why should I wait another 3-4 hours on the phone when that is exactly the problem!! Is that good customer service ?

MSH International manages claims on behalf of Canada Life for Government of Canada employees living outside of Canada. Service is nearly non-existent. Emails are not returned, telephone wait times are horrendous and calls routinely get disconnected after a 1-hour wait. Additionally, their automated callback option does not function. Not once have I received a callback out of the 3 attempts.

Claims are not processed in a timely manner.

MSH Int’l responded to my review with a promise that the team would be in touch to resolve my issue. That was 6 days ago and still no contact. Ridiculous

Like other travellers, we submitted claims October 1st which are unpaid. The hospital continues to look for funds as well as myself (2 claims). We have called MSH 50 times and submitted 30 emails. All without response. I am at a loss!

We’ve had a very difficult time getting in contact with MSH - numerous calls with several hours of holding at a time, or requesting a call back and never receiving one. We now have several outstanding claims amounting to over $20,000 since August with absolutely no indication of when we will be reimbursed. This has been a very stressful time waiting on these. There are clearly not enough people working to support the additional pressure on this company since it took on the additional large contract with the federal government.

The wait times to reach an agent are absolutely insane, over 2 hours on hold and no response!!!! Everyone seems to be jumping on the band wagon of 'we have higher than anticipated calls...', just a lame excuse to keep clients on hold indefinitely. Very frustrating!!

My mom is a client of msh and has had 2 severe strokes in Mexico. I have spent 3 weeks trying to track down the correct provider and now 3 days on hold trying to reach someone to get her help. I have also sent an email and Fb message. Please help!

I have paid for MSH health insurance for 10 years and when I needed to use it, they not only denied me assistance, but even canceled my insurance policy. Its justification was a questionnaire, a broker's error. They left me completely abandoned and in addition to having to pay 100% of my surgery, I also lost my seniority rights and all the 10 previous annuities paid. What's the point of having insurance like that then? Why are these criminals never held accountable for their abuse?

After 2.5 months and a great deal of frustration on my part, vague and unkept promises from MSH, the claim was finally paid. It took demanding a supervisor until one got involved. Thanks

The response from MSH is a bot. I provided the claim #
For a claim filed with MSH on August 24th, 2023, it is now November 3,2023 and I'm real tired of vague promises and "The wire should be there by the end of the week". Well, it's the end of another 2 weeks of promises and even with their response organization promising help, I'm apparently no closer to seeing the money I'm owed. I've asked repeatedly to talk to a supervisor, but none are ever available. Promised call from said supervisor did not materialize.
Be warned

I filed a claim for a cancelled trip on August 24th, 2023.
Giving them time to process, I started calling in mid September. I received one email with one claim #.
In all the calls and emails was it ever mentioned that the claim for 2 people for the same trip, traveling together. had been split and was being processed by two different people.
No matter the question, the answer seemed to be "it's being worked on"
I did eventually get an email asking how I wanted the refund, I said a bank wire and after about another week on October 6th received a wire for HALF the amount.
I called back in and after the now expected 30 minutes on hold got a rep who said "oh that's because it's two different claims" I got the # and was told it was still in process. this is on Oct 6th
On the 16th of October, I received by post a check, unusable as it was simply drawn on a Canadian bank dated October 4th. It is now the 23rd Of October, and the promised wire is nowhere.

My wife had a medical emergency while out of country. Being in a foreign country I called the urgent 24 hour helpline since we really needed a medical referral, potentially help with translation, and to make sure that MSH would cover expenses at the hospital we were heading to but after 3 hours of being on hold the phone NO ONE ANSWERED! Meanwhile we got to a local hospital and sought the treatment she needed. She is out of the hospital now but still no one from MSH has called. How is this marketed as emergency travel assistance if no one is there to help you!? I am absolutely appalled and can’t believe the Government of Canada pays for this disservice to their employees and their families.

MSH a traité ma demande de prise en charge un weekend et très rapidement.

MSH is supposed to administer the Emergency Travel coverage. How is this possible when I call and wait on hold over 40 mins to finally give-up and submit for a call back. 24 hours later still no call back. I am suppose to rely on this for a medical emergency when travelling outside of Canada?! I am very very concerned. Where is the emergency response? And it indicates they provide evacuation services? How when they don't answer the phone? Am I supposed to pay out of pocket then?

Update Sep16
6 days later and I am still in the same boat. MSH Int'l did email me back saying someone from the Canadian Division will contact me and no one has. How is it that reviewer Michael below received such fast service when it's been 6 days and I still have not talked to anyone about my file. Praying to God that nothing happens to my son who is now travelling in SouthEast Asia.