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Service Charter


Our Service Charter

At DavidShield, we are committed to providing the best service possible to you - our members, anytime and anywhere. We would like you to enjoy our innovative, high quality insurance product and be more than satisfied whenever you interact with our representatives. We strive to treat you with honesty, respect, compassion and tolerance and we demand nothing less than excellence from ourselves.

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Our Core Values

  • icon Genuine concern for our members' health and wellbeing
  • icon Professionalism
  • icon Integrity and fairness
  • icon Full transparency
  • icon Respect and protect our members' privacy
  • icon Provide excellent service
  • icon Make healthcare accessible for anyone, anywhere
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Availability

Nature of Service

Our Commitment

Customer service call center

24 hours a day, 365 days a year

Call toll-free

Via Skype and toll-free numbers; Alternatively, we`ll return your call within 60 seconds of your request

Response to voicemail

Within 60 minutes

Doctor on call service

24 hours a day, 365 days a year

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Management responsibility for your personal safety

Nature of Service

Our Commitment

Speak to a supervisor

Within one business day

Medical emergencies

Our representatives are trained to handle medical emergencies.

However, per your request, a senior supervisor will return your call within 30 minutes, in the event of a medical emergency.

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Paying for medical services

Nature of Service

Our Commitment

Claims and reimbursements

Once you submit a claim: If we need to reimburse you according to the policy terms,

you will receive a refund within 5 business days (once we receive all the documents relevant to your claim).

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Transparency and good faith

Nature of Service

Our Commitment

Independent and objective ombudsman

We`ll respond to your inquiries objectively and impartially:

ombudsman@davidshield.com; If your claim for medical coverage has been denied, and you wish to appeal, you will have up to three levels of insurance appeals.

ombudsman@davidshield.com; If your claim for medical coverage has been denied, and you wish to appeal, you will have up to three levels of insurance appeals.

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Quick response

Nature of Service

Our Commitment

Changes in coverage

We will notify you of any change in coverage, two months in advance.

DavidShield 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

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

Eligibility for medical insurance

You will be notified of your eligibility within one business day (once we receive all the information / paperwork).

If you wish to appeal our decision regarding your eligibility, a response will be issued within 7 days (once we receive all the information / paperwork relevant to the appeal).

If you wish to appeal our decision regarding your eligibility, a response will be issued within 7 days (once we receive all the information / paperwork relevant to the appeal).

Email inquiries

Our email response time is 8 hours (emails sent to csr@davidshield.com or via the DavidShield website).

Facebook inquiries

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).

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Medical insurance for israelis abroad

Nature of Service

Our Commitment

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 via Maccabi Dent.

will enjoy access to medical services via 'Clalit Health Services' and to dental services via Maccabi Dent.

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We don't always get everything right

Nature of Service

Our Commitment

$25 compensation

We will pay you $25 for any violation of our service charter and investigate what went wrong.

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Ready to become a DavidShield member?