We, the employees of DavidShield, each within our own field of responsibility, are committed to uphold the Company’s values in both in our personal and our professional conduct. We shall treat others in an honest, respectful, humane, and tolerant manner, and our work shall be motivated by personal aspiration to excellence.
Our Company’s fundamental values are:
Honest concern for the health of our covered members
Professionalism
Integrity and fairness
Full transparency
Respect and protection of our covered members’ privacy
Efficient, courteous, and high quality service
Top access to medical services
Based on these values, we make the following commitments to you, our Customer:
1. Accessibility:
We are available 24 hours a day, 365 days year.
You can reach us by way of a toll-free number from most countries; alternatively, we will call you back immediately upon request.
We will call you back within one hour of your request- just leave a message with your telephone number on our voice mail.
2. Immediate reimbursement of eligible medical expenses:
We will reimburse your eligible medical expenses, as per the terms of your policy, within 5 business days from the date that all required documentation is received.
3. DavidShield management takes responsibility in order for you to feel confident and secure:
A manager will contact you within one business day after you’ve made a request to speak to one.
Our service representatives are skilled in handling medical emergencies. However, in a medical emergency and at your request, a senior manager will be available to speak with you within 30 minutes.
Business Hours (except for service center):
Sunday through Friday, 8:00 am to 8:00 pm, Israel time. (Not including Holidays or Festivals).
For calls made between 8:00 am and 2:00 pm, we shall respond by 2:00 pm on the following business day.
For calls made between 2:00 pm and 8:00 pm, we shall respond by 8:00 pm on the following business day.
For calls made after business hours, we shall respond during the following business day.
4. Full transparency:
We will notify you of any changes that may affect your level of coverage or the cost of your coverage at least 60 days in advance.
5. Rapid response:
We will notify of any medical conditions regarding your acceptance (underwriting decision) within one business day from the date on which all required documents and information are received. The underwriting decision is based, among other factors, on your medical questionnaire.
We will respond to an appeal of our underwriting decision within 7 days from the date on which all required documents and information are received.
We will send you the policy and/or Member ID Card within 5 days of the effective date of your policy.
We will respond within 8 hours to any request for information that you sent to us via email through the DavidShield’s website.
We will also provide a rapid response to requests for pre-authorization of hospitalization or elective surgery. We will issues Coverage Guarantee letters within 7 days from the date on which all required documents are received.
6. We commit to treating you with fairness in all aspects, even if disputes arise:
Our Ombudsman shall be at your service and will respond to your queries objectively and without bias.
If a difference of opinion arises regarding your request for medical coverage, we will provide you with three levels of appeal, including an independent professional review.
As a token of apology for any breach that may occur in our promise for quality service, we shall send you $25 immediately after finalizing an investigation of an event that entitles you to compensation, with the exception of faults caused by force majeure.
We believe that you, as a customer, have a right to courteous and professional service, and that it is our obligation to ensure that you receive such service, every day, every hour, and everywhere around the world.
This charter is valid anywhere in the world where necessary infrastructure is available for us to provide medical treatment and orderly communications. * This Service Charter is the first of its kind in the health insurance industry anywhere in the world. It includes a financial payment as a token of apology for any faults that may arise in the service and it does not include any fine print.
