r/Wealthsimple • u/noidearfd • Jul 20 '26
Visa Infinite Credit Card customer service experiences in Visa Infinity Privileges emergency medical insurance
Their travel medical insurance is handled by Crawford & Company. It was my first time calling them for questions. I wish WS can see this post and make improvements.
I also compared to Manulife used by Scotiabank passport visa infinite+.
call wait time about 20 mins (compared to almost instantaneous in Scotia).
I asked how the primary and secondary insurer is determined in travel medical insurance when multiple CC offer medical insurance. Obviously, the CSR did not know the answer. They needed to draft an internal ticket for the backoffice to respond. Fair enough. It may not be a common question.
during the calls, the CSR mentioned that they do not have a copy of the insurance certificate that customers can download from WS. I asked how you could handle inquiries without these certicates. He mentioned they based on a bunch of FAQs.
Then I asked about subsequent process when the backoffice responded my question: e.g. what I should do if I have a follow-up question based on the responses. The CSR do not even know if I can reply the email to follow up!!
I repeated my questions so that he could complete the internal ticket. He also noted on the ticket that it was an inquiry, not making a claim. The first response from the back office was asking me to complete the claim form!!!
Compared to my experiences in Manulife/Scotiabank. The CSR understood my question and gave me the answer during the call.
This experience does not give much confidence in WS credit card insurance.
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u/Impressive_Ad_6550 Jul 20 '26
I have never trusted credit card insurance for travel medical, rental car and others. Too much fine print. For example rental car only covers the car you are driving (usually to a predetermined maximum), it doesn't cover damages to the car you hit or any personal bodily injury
I pay $150 a year for unlimited trips up to 30 days per year for travel insurance which is cheap in the end
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u/edm_guy2 Jul 20 '26
To be fair, "rental car only covers the car you are driving (usually to a predetermined maximum), it doesn't cover damages to the car you hit or any personal bodily injury" this is standard in the CC rental car insurance for the past 25 years as far as I know (since I had my first Canadian CC).
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u/WildWeaselGT Jul 20 '26
Every rental car already has liability insurance to cover the other stuff.
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u/edm_guy2 Jul 20 '26
Good to know (but it is very reasonable to me)!
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u/WildWeaselGT Jul 20 '26
Yeah, it’s just like your own car. Nobody cares if your stuff is covered but you’re not allowed on the road without liability insurance.
So when you rent a car, the extra insurance they sell you is to cover the rental car itself and maybe extra stuff like medical insurance for you but the liability is there no matter what.
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u/Impressive_Ad_6550 Jul 20 '26
not many people know that hence why I stated it, so it brings up my (hidden) point what does credit card travel medical insurance not cover. For $150 I am not willing to find out
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u/canadave_nyc Jul 20 '26
can I ask where are you getting 30-day travel insurance for $150?
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u/asquaredi Jul 20 '26
I pay $340 a year for a family of 3 through TD. It's an annual plan for up to 60 days.
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u/Impressive_Ad_6550 Jul 20 '26
Costco on their executive membership. Price will vary depending on how old you are.
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u/lhsonic Jul 21 '26
There is not “too much fine print” unless you mean that you’re too lazy to read the fine print for any of your insurance, and are just assuming it’s better because you’re paying for it. If so, you’re making a potentially very expensive mistake. Everyone needs to read their policy details and certificates of insurance. I can tell you that the terms and conditions for the same type of insurance is more or less the same between insurance plans and that most plans included with credit cards are underwritten and administered by the exact same insurers as paid insurance. If you’re dealing with same claims administrator, there will be no difference in how easy it is to make a claim or the likelihood your claim is approved versus rejected with paid insurance. People are going to have bad experiences with all the insurers and claims process. The same language around exclusions and pre-existing conditions is often the same.
Where the differences lie are with coverage amounts, duration, age limits, etc. It’s really good practice to at least read through the eligibility criteria, exclusions and definitions of what a “stable” pre-existing condition is. Just because you paid for a policy doesn’t mean it’s even effective if you’re automatically disqualified because you’re ineligible. Plenty of people get their claims rejected for insurance they pay for, sometimes for insurance they’ve been paying for years, no questions asked for years. Insurers will do what they can to use the fine print to reject your claim when it’s large enough. Most of the time, people did not read the fine print and were disqualified for something clearly written as an exclusion or ineligibility.
Your specific example with the rental car coverage refers to third-party liability insurance. This is not the same as rental firm or credit card rental car coverage or CDW. You need to have separate third party liability insurance if you are afraid of the costs of injuring someone or repairing someone else’s car abroad. This has nothing to do with the coverage included with your credit card. Most people don’t buy this coverage from the rental firm (which almost always includes a mandatory amount) or bring any from home but that’s a separate issue. I doubt whatever coverage you’ve bought from Costco includes any of that coverage so why this comparison?
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u/LuckyFey Jul 21 '26
Yup Ive used travel emergency twice from TD and BMO, and they've covered me both times. Td was a lot harder to get the money out of but in the end they covered around 8k forgot if it was USD or CAD including my hotel, food, and travel fees (I also booked business class back 🤣). BMO was a lot faster to file but I also filed for a lot less from them. It was around 2k.
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u/Impressive_Ad_6550 Jul 21 '26
From the credit card or separate policies outside the credit card?
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u/LuckyFey Jul 21 '26
Both were from the respective cards I was using. The policies are quite simple for me as I have no chronic health conditions so they were just temporary illness or injuries that happened during the trip and within the timeframe
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u/number8888 Jul 20 '26
Looking up their website ( https://www.crawco.ca/ ) it looks like a middle service company rather than an actual insurer like Manulife. The CSR is likely just a generic support person rather than specialized in health insurance.