Our Service Charter
We are committed to providing the best service possible and this charter is our promise to you.
REFUND? 5 DAYS TOPS
Once we receive all the supporting documents.
WE DON’T ALWAYS GET EVERYTHING RIGHT
We will pay you $25 for any violation of our service charter and investigate what went wrong.
WE’RE HERE FOR YOU 24/7
Our call center and doctors on call service are available at any time.
WE’RE LISTENING TO YOU
We take your complaints seriously and will look for a solution that corresponds with your expectations.
Our Core Values
Genuine concern for our members health and wellbeing Professionalism Integrity and fairness Full transparency Respect and protect our members privacy Provide excellent service Make medical insurance accessible for anyone, anywhere
| Nature of Service | Our Commitment | |
| Availability | Customer service call center | 24 hours a day, 365 days a year |
| Call toll-free | Via toll-free numbers | |
| Response to voicemail | approximately 90% of the calls will be answered within 60 seconds | |
| Medical advice call center | 24 hours a day, 365 days a year (via an external service provider) | |
| Management responsibility for your personal safety | Medical emergencies | Our representatives are trained to handle medical emergencies. However, per your request, a senior supervisor will return your call, in the event of a medical emergency (up to 30 minutes). |
| Paying for medical services | Claims and reimbursements | Once you submit a claim: Reimbursements according to the policy terms: will be transferred within 5 business days (once we receive all the documents relevant to your claim) |
| Transparency and good faith | Ombudsman | You will receive a response to your inquiry within 14 business days from the date of receipt of all necessary documents for clarifying the complaint. Email: ombudsman@davidshield.co.il |
| Appeal a claim that has been denied | If your claim for medical coverage has been denied, and you wish to appeal, you will have up to three levels of insurance appeals. | |
| Quick response | Changes in coverage | We will notify you of any change in coverage, two months in advance. |
| site & app | As a member, you will have access to our site & app, where you will be able to: 1) Review your insurance policy. 2) View your claim status and your personal coverage limits. 3) Locate nearby medical service providers. 4) Submit customer service inquiries online and more. | |
| Medical underwriting | You will be notified of your medical underwriting status within one business day (once we receive all the information/paperwork). | |
| Email inquiries | Our email response time is up to 8 hours (emails sent to ServiceRelo@PassportCard.com or via the DavidShield website). | |
| Facebook, WhatsApp, Chat | Our response time is 10 minutes on average, and no more than 30 minutes. | |
| Hospitalization and elective surgery | Approval of payment will be issued within 7 days (once we receive all the relevant information / paperwork). | |
| Medical insurance for israelis abroad | Medical coverage during visits to Israel | Israeli members visiting or returning to Israel, will enjoy access to medical services via “Clalit Health Services” and to dental services. |
| We don’t always get everything right | $25 compensation | We will pay you $25 for any violation of our service charter and investigate what went wrong. |
