“How William Russell helped when I made two major claims”

My first experience was with a well known health insurance company within a corporate scheme. Fortunately, I did not have to make many claims. But I do recall the few times I did claim, there always seemed to be questions on the receipts enclosed and it took a considerable time to settle.

When I changed my employer, I lost my corporate health insurance. Being an Engineer I realised there could be many more employment changes, so it was important to have my own portable personal health insurance.

A colleague at my new employer, suggested I contact William Russell.

William Russell at that time (2008) offered regional plans which suited me as I was paying for it. I considered that I did not need world-wide cover, which is what other companies were offering.

Being able to tailor my plan for my specific needs – particularly choosing which zones/countries I wanted cover for.

I have made two major claims. The first was for myself, when I was diagnosed with a cervical myelopathy which needed complex surgery.

The surgeon in Kuala Lumpur provided a cost estimate for the treatment and the following day I had a Letter of Guarantee for the hospital which allowed me to check in.

Upon completion of the treatment, the final cost was slightly more than that in the Letter of Guarantee. I paid this myself, but within a week I was reimbursed by William Russell. It was an excellent service – no issues, no questions and no delays.

The second claim was for my wife. She was suddenly took ill and had to check in to the A&E of the Pantai Medical Centre in Kuala Lumpur.

I was travelling at the time and she was on her own and therefore paid a guarantee with her credit card. My wife was diagnosed with a gastric tumor.

I rang William Russell that evening and was attended by Susan Kelly who was very sympathetic and helpful. A Letter of Guarantee was immediately issued to replace my wife’s credit card deposit.

Unfortunately, my wife’s tumor was later diagnosed as malignant and inoperable. Oral chemeotherapy treatment and scans followed – all promptly paid by William Russell, without any issue.

William Russell, and in particular Susan Kelly, have always been very sympathetic and extremely helpful.

I never had any issues with William Russell – Reimbursements/Letters of Guarantee were always prompt.

I will always be happy to recommend William Russell.