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Tenzing Client Case Studies

Case Study

A Bite Out of a Stressful Situation

Client Profile
  • Age: 3 years old
  • Policy: Luma Pro 2 (Inpatient + Outpatient)
  • Annual Premium: $750
insurance case study
Incident Overview

A young child and their family embarked on a short 25-minute boat trip to Monkey Island. Within a mere 10 minutes of their arrival, a monkey unexpectedly attacked the child, biting their skull. The startled parents immediately rushed their child to the nearest hospital for a thorough medical examination and necessary vaccinations.

Case Study Monkey bite
Note: This image is not related to the specific incident but serves as a visual aid.

However, the hospital required upfront payment for the medical services and could not accommodate direct billing. This unexpected financial distress, coupled with the difficulty in contacting the insurance provider, Luma VN, left the family in a state of distress and uncertainty.

Tenzing Pacific Service Steps In
  • Immediate Response: Upon receiving the news, Tenzing Pacific Service’s advisor, Adam, promptly initiated a response.
  • Information Gathering: Adam, with the assistance of the Customer Service team, gathered essential details about the incident, including the hospital’s name, patient’s information, and the nature of the injury.
  • Insurer Coordination: The team quickly contacted Luma VN to inform them of the claim and to request immediate assistance in authorizing payment to the hospital.
  • Client Communication: The team kept the client updated on the progress of the claim, alleviating their concerns and providing reassurance.
  • Claim Follow-up: Tenzing Pacific Service monitored the claim process, ensuring that all necessary documentation was submitted and that the client received timely reimbursement for the medical expenses.
Claim Outcome
  • Cashless Settlement: Luma VN authorized cashless settlement with the hospital, allowing the client to receive treatment without incurring upfront costs.
  • Full Coverage: The initial medical check-up and subsequent follow-up visits were fully covered by the insurance policy.
  • Total Claim Amount:
    • Initial check: 3,107,336 VND
    • Follow-up checks: 1,980,000 VND (for 4 visits)
Key Takeaways
  • Swift Action: Timely intervention and efficient communication are crucial in handling emergency situations.
  • Strong Insurer Relationships: A strong partnership with insurers can streamline the claims process and ensure prompt resolution.
  • Client-Centric Approach: Prioritizing client needs and providing exceptional service can build trust and loyalty.
  • Comprehensive Insurance Coverage: A well-designed insurance plan can provide financial protection against unexpected medical expenses.

This case study highlights the value of a reliable insurance broker like Tenzing Pacific Service. By providing expert guidance and support, Tenzing Pacific Service, with the help of our dedicated Customer Service team, helped the client navigate a challenging situation and ensured a smooth claims process.

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