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.
Our Core Values
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Genuine concern for our members' health and wellbeing
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Professionalism
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Integrity and fairness
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Full transparency
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Respect and protect our members' privacy
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Provide excellent service
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Make healthcare 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; 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
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.
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).
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.
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).
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.
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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