We at DavidShield are ready to provide our customers with full service, with an emphasis on the COVID-19 pandemic and the supplying of vaccines.
For more information
We at DavidShield are ready to provide our customers with full service, with an emphasis on the COVID-19 pandemic and the supplying of vaccines.
Our Service Charter
We are committed to providing the best service possible and this charter is our promise to you.
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Refund?
5 Days TopsOnce we receive all the supporting documents.
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We Don't Always
Get Everything RightWe will pay you $25 for any violation of our service charter and investigate what went wrong.
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We're Here for You 24/7
Our call center and doctors on call service are available at any time.
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We Listen 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
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
Response to voicemail
Up to 60 minutes
Medical advice call center
24 hours a day, 365 days a year (via an external service provider)
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, in the event of a medical emergency (up to 30 minutes).
Paying for medical services
Nature of Service
Our Commitment
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
Nature of Service
Our Commitment
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
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.
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1) Review your insurance policy.
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 csr@davidshield.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
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.
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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