We, the employees of DavidShield at all levels, in all positions, and each within our own field of responsibility, are committed to act in accordance with the Company’s values, and in accordance with all that they imply, both in our own personal conduct and in the work that we do with each other. We shall act towards others in an honest, respectful, humane, and tolerant manner, and our work shall be motivated by personal aspirations to excellence.
Our Company’s Fundamental Values Are:
Honest concern for the health of our clients; professionalism; integrity and fairness; transparency; respect and protection of the privacy of clients; efficient and courteous service of the highest quality; top level accessibility to medical services.
Based on these values, we make the following commitments to you, our Customer:
1. The maintenance of your good health is our primary concern:
We are at your service, via all the usual means of communication: post, telephone, fax, and email.
We are available 24 hours a day, every day of the year, including Yom Kippur, when we will treat emergency cases and cases of imminent danger to life.
For your convenience, we have 1-800 toll-free numbers wherever possible, or, should you wish, we will call you back.
During peak times, we will get back to the number you leave on our voice mail within two hours.
2. Your sense of security is important to us:
You will be able to speak to a manager no later than one business day after making a request to do so.
In cases of medical emergency, a senior manager will be available to speak to you within 30 minutes of your talking to a service representative.
3. We are aware of the importance of planning your family’s budget early, particularly when it involves moving to a new place. Therefore, we commit to keeping you up-to-date, and to informing you of any significant change:
We shall ensure that all notices of changes to the conditions of your policy and/or to the price of your insurance are sent to your address and/or your email address as those appear on our records, at least 45 days before the change comes into effect.
We shall send any refunds owing to you under the conditions of the policy, within, at the most, 21 days of the date of receipt of the necessary documents proving your entitlement, at the offices of DavidShield in Israel.
4. We are with you everywhere:
We shall ensure that your policy is sent to your email address and that your member ID card is sent to the company address in the country of destination, within 5 days of the date of commencement of the policy.
We shall respond to any request for information that you might send to us by email or via DavidShield’s website, within 24 hours at the most.
We shall provide the travel company with approval to issue airline tickets for your relatives, in accordance with the conditions of your policy, within one business day of your contacting us.
5. We are with you from the first moment:
From the time that you apply to take out an insurance policy, we shall respond to you within one business day of receiving all of the information and documents required, regarding your medical conditions of acceptance (“underwriting”).
We shall respond to you regarding your appeal against a decision made with respect to your medical conditions of acceptance, within 7 days at the most of receiving all of the information / documents required in order to clarify the matter.
6. We shall act fairly towards you in all respects, even if disputes arise regarding the conditions of the policy, and we shall uphold your right to receive full value for the premium that you are paying us:
We shall provide you with the ability to appeal to three panels, consisting of independent professionals, in the event that your medical claims are rejected.
Our own Ombudsman shall be at your service and shall respond to your queries objectively and without bias.
Financial payment: As a token of apology for any breach that may occur in our promise of quality service, we shall send you $25 immediately after finalizing an investigation of the event, 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 in force as of 20 March 2005, and is valid anywhere in the world where there is the necessary infrastructure to enable medical treatment and orderly communications. We undertake to renew this Charter annually.
* 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 small print.
