Your Role

As the traveler, your involvement in the claims process is crucial. Our main goal is to make sure you have complete control over your claim and personal data. While we are here to assist and support you throughout the process, we are dedicated to ensuring you keep ownership and authority over these essential elements.

The Role of the Insured is to:

• Receive medical care for your medical need while outside of the US.

• Collect medical documentation from all providers, whether that be a medical professional, hospital/clinic, or travel agency/tour company.

• Fill out and submit the claim form to your travel insurance carrier.

• If your claim is a medical claim, you will need to file a claim with your primary insurance carrier as well, as most travel medical insurance plans are secondary coverage.

• Stay in contact with your travel insurance provider and promptly supply any extra documents they request, such as the Explanation of Benefits (EOB) from your primary insurance provider.  Requests for additional documentation should be submitted within 60 days of the request.

• In the case of a denial, you can file an appeal with your travel insurance carrier with specific documentation to support the appeal.

• Contact MissionSafe or your travel insurance carrier in a timely manner with any questions to ensure your claim process continues moving smoothly and efficiently.

MissionSafe's Role

The Role of MissionSafe is to:

Facilitate : We strive to facilitate an efficient and smooth flow of information and documents from the insured to the insurance company. We…

• Provide a direct channel and assist with the delivery of documents (i.e. claim form, primary EOBs, medical records, receipts) from the insured directly to our insurance carrier representative(s)

• Convey requests and information from the insurance carrier back to the insured or their representative

Advocate : We act as an advocate for our clients, helping to ensure they are…

• Educated on the claims process

• Filling out claim forms correctly

• Providing sufficient documentation to satisfy the insurance carrier’s requirements

MissionSafe does not:

Make decisions: We do not make decisions on whether a claim is approved or denied.

Appeal a claim: Once the insurance carrier has made a decision and an appeal is necessary, MissionSafe will connect the insured directly to a representative of the insurance company.

Gather Supporting Documentation: We do not gather the needed supporting documentation or contact medical providers or travel companies on behalf of the insured.

Insurance Carrier's Role

The Role of the Carrier is to:

• Receive documentation from traveler

• Review all information and documentation received

• Request additional information or documentation, if necessary, to support the claim

• Processes all information in accordance with the policy documentation in a timely manner (within 30-45 business days on average)
  

• Provide the final decision and reasoning regarding your claim
  

• If an appeal is filed by the traveler, they will repeat the steps above and can take up to 90 days to complete the appeal process and issue a decision.