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Superior Customer Service and Claims Handling
For Us, Medical Assistance services is serious business. It is not just about making sure customers are cared for; it involves making sure that they receive the required level of care wherever they are.
Hurghada Clinic Alarm Centre, is capable of providing medical assistance services anywhere all around Hurghada City, professionally, effectively and efficiently. The international picture is complimented by a strong medical assistance network . Our quick response medical team ready at all the time 24 hours daily, 7 days a week , 365 days ,a year , They are trained to make an accurate diagnosis of the patient`s conditions.
We provide services in emergency and non-emergency situations . Anywhere around Hurghada, even to the most remote corners of the city. From a simple physician's referral to complex medical evacuation.
We provide excellent customer service and claims handling with a personal touch. We care, we're honest, and we're there when you need us. All calls are answered by a thoroughly trained professional and not an automated system.The following will show how we will deliver the best customer service every time, with every customer of the insurance companies we handling assistance services for them.
Hurghada Clinic Pledge:-
- Your costumer will never have to go through an automated menu system. They will speak to a live, thoroughly trained customer service specialist whenever they have questions.
- They will always receive personalized attention, including communication suited to Their needs or preferences. Often, multilingual customer service specialists are available to assist Them by phone or e-mail, in a variety of languages.
- We will make travel insurance assistance as simple as possible, and speak to them in plain terms- not industry jargon.
- We will offer only high-quality protection and services, and we will evolve our products and services scope to meet your costumer needs.
- We will price our products fairly and accurately based on factors pertaining only to the case and the claim conditions – not those of other, higher risk travelers. As a Hurghada Clinic customer, your uniqueness counts, which means you'll receive a customized price tailored in every way to the specifics of your costumer needs.
- We will provide helpful, personalized claims handling.
- We will provide you with a dedicated representative to work with you and your costumer claims from start to finish. We will reach out to you with a personal phone call or email once we've reviewed your costumer claim.
- We encourage your input and we will strive to implement your suggestions when possible.
- If your costumer have a complaint, we will listen closely and work diligently to find a resolution.
MEDICAL SERVICES
- Medical Referrals and Arrangement of Treatment.
At Hurghada Clinic Assistance Center we will provide contact information for, and, if requested, arrange treatment with, doctors (including general practitioners and specialists), hospitals, dentists and dental clinics in the area in which the costumer is traveling. If possible, the medical provider referred by the Assistance Center will be able to speak the same language as the Member. Telephone interpretation can be provided when necessary.
When Hurghada Clinic is notified of a Member's medical emergency, its staff will establish communication with the local attending medical provider, obtain a full understanding of the situation, and begin to monitor the costumer condition. Medical professionals will stay in regular communication with the local medical personnel and relay necessary information to the costumer and his or her family or employer until the situation is resolved, and the costumer continues with his or her travels or returns home.
In a case in which a Member is being refused medical treatment or is being denied discharge until payment is made for medical expenses, Hurghada Clinic will help in solving this kind of situation directly with the medical treatment facility.
- Emergency Medical Evacuation and Repatriation.
In a case of a costumer's medical emergency, in which, in the opinion of the Insurance Company medical team and the local attending medical provider, it is medically necessary for the Member to be evacuated to another medical facility or returned to his or her residence, Hurghada Clinic will arrange for whatever modes of transportation, equipment and personnel that are necessary to complete the evacuation to the nearest appropriate medical facility or repatriate the costumer with help of the other network of the providers of such kind of services.
Should a costumer lose or damage prescription medication or eyeglasses, Hurghada Clinic will attempt to locate the prescription locally or arrange for shipment. These kind of service is under the general condition of his/her Insurance policy. The costumer is responsible for the actual cost of the medication or eyeglasses if it is not covered by the insurance policy condition, and any shipping charges that may apply.
- Insurance Claims Assistance.
Costumers can receive assistance with insurance claims generated for cases coordinated through the insurance company. Hurghada Clinic will assist with the costumer's eligible insurance until such claims have been settled or denied.
- Mortal Remains Repatriation.
In the unfortunate event of a costumer's death while traveling, Hurghada Clinic will arrange for all necessary government authorization, provide a container appropriate for transportation, and return the remains to the costumer's place of residence for burial.
PERSONAL SERVICES
- Telephone Interpretation.
Costumer can receive assistance with foreign language interpretation over the telephone when they are having difficulty communicating.
- Translator and Interpreter Referrals.
Hurghada Clinic will provide contact information for translators and interpreters in the area where the costumer is experiencing communication problems which cannot be solved via telephone. The costumer is responsible for the selection and payment of the translator or interpreter.
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