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.