In March 2022, I had the gastric sleeve. Getting healthy and fit has been my biggest goal; as of today 416 to 193 with diet and exercise. So, in March 2023, I scheduled to travel to have rhinoplasty. Unfortunately, I could not make that trip. So, I rescheduled for October 2023. Seeing as though I would be here, I booked two tickets to see Luis Miguel; 902 with XCover ins. From Aug to Sept, I lost an additional 10lbs without trying and noticed that the skin on my face was now so heavy that is was pulling my eyelids down. I started getting headaches and my vision started getting blurry. So, after speaking with the medical staff, they informed me that I had to removed the heavy skin on my face or it could cause damage to my eyes. I immediately called my surgeons in Turkey and they added the skin removal and another surgery to my procedure and immediately put me in based on what I was told. I have an additional appointment with my primary on 9/15/2023. All this happening on 9/1/2023; which is when i booked my flight. After, knowing I would be having more medical procedures. I made contact with XCover and sent what documents we could because the surgeons in Turkey would need to write up a more clear diagnosis after I get there. They denied my claim saying it was strictly cosmetic. I then replied to them showing them my face and red eyeballs explaining that one is but the other is for my eyes and the slight rash under my neck; which was unforeseen. I wrote the state, in addition to XCover, and also showed them my face; which was so embarrassing. They have yet to say anything or respond to me. I am still gathering up more proof that this is a medical necessity. My vision impacts my job and my health. I am sitting in front of a computer and suddenly my eyes get blurry. I can't close them at the bottom until I lift the skin under my chin. Imagine doing that all day :(! The only time I can close my eyes is when I am lying down and all that skin falls back on my neck. No one knows the pain I am going through but to deny me is not right!
Desired outcome: I wish they could walk in my shoes. Yet, by ignoring me, makes me feel invaluable. Honor the policy you yourself wrote XCover!
The complaint has been investigated and resolved to the customer's satisfaction.