Bongomauka

Sorry for the confusion. Our primary healthcare insurance provider will reimburse Oceania directly, not us. We received a bill through Oceania’s third party insurance processor but was told by the agent not to pay it directly as he couldn’t guarantee that we would get a receipt that we would need to get reimbursed ourselves. BTW it was another cruise payment more than $100K, hence our stress level.

Now I remember you from the Marina roll call. How is your new life in Paris? I hope the move was as painless and seamless as you’d hoped.

Thank you for post samian0403. Looks like I missed your original posting until your second posting of it with the recent comment, sorry about that. No we did not receive a bill directly from the Portuguese Air Force but received a copy of it from Oceania/NCL Holdings. If we did, that would have simplified the whole process as we would have paid it and made a claim to our 3 insurance policies which would have covered some or all of it. It then would have been settled many less stressful months ago. BTW the bill for the Medivac was north of $100,000 so continue to be stunned as we are we even less experience in these matters as yourself.

From your mouth to God’s ears.

Thank you for sharing your kind words and thoughts. I can’t imagine someone older than us surviving both ordeals one after another.

Thanks for your support and suggestions. My head is constantly spinning with all the details and I have experienced the whole process so expecting someone else to grasp the whole mess would be wishful thinking.

Thanks for spending some of your precious time considering our plight. You may be right about all it but let me put in a detail here that would make your eyes roll. Apparently Oceania/NCL Holdings didn’t pay the bill directly, they instead paid a port management company named Intercruise the monies and they in turn paid the Portuguese Air Force. How’s that for a long paper trail?

Thank you for sticking with this. In answer to your question, No, were not told to send payment from either Oceania or NCLH, in fact the third party agent recommended against that as he could not guarantee we would get a receipt to present to our insurance companies for reimbursement. Neither of our insurance policies are through the cruise line but rather our own health insurance carrier and our traveler insurance independently purchased through our travel agent. We were told that a third party insurance processor is handling our claim and the confusion they had and miscommunication with the cruise line no doubt was not helpful in our quest for a resolution. Now it's just an issue of our getting a receipt of some kind from Oceania/NCL Holdings demonstrating they paid the bill.

Sorry, I forgot to address your comment regarding our secondary insurance, Generali, which has taken a secondary claim position since this is a medical claim. Our dealings with them have bee relatively pain free and we no complaints about their service and response level. Even if Kaiser denies the claim due to their own judgement or because Oceania/NCL Holdings is not forthcoming with adequate documentation, we may have run out of time since the window for filing a claim for both Kaiser and Generali is one year. You'd think a whole year would be plenty of time but with all the foot dragging, misinformation, misdirection, and outright lies, we are actually surprised we are this far along. The looming deadline is what keeps us up at night. Thanks for your support.

Thanks for posting. The Kaiser third party insurance agent has told us that they will approve full payment of the costs of the medivac and only need documentation from Oceania/NCL Holdings that they paid. Our initial interaction with Kaiser was certainly frustrating and full of misdirection and wild goose chases but once we finally got the right person at the right department at the right third party organization, we made progress. That’s why it’s so frustrating and irritating that this one step is being impeded by Oceania/NCL and therefore the target of my angst and anger.

We have responded and was told that she will look into the matter. We await her response.

Hope that helps in understanding our apparent “overreaction”

That’s a good question and may put this all in perspective. The bill for the evacuation is well over $100,000.

I apologize for the omission but another poster mentioned the cruise ship staff and their role. The exemplary service to my partner and me throughout the medical emergency, medivac, and subsequent disembarkation was outstanding. My disappointment is with Norwegian Cruise Lines Holdings who have made the insurance claim process a hellish nightmare not the ship’s staff. The Oceania Marina’s amazing concierge, the housekeeping staff, the medical staff, even the food service staff who helped with the helicopter evacuation as well as the rest of the crew were amazing. They were so kind, supportive, sympathetic and respectful and I’m sure we got through that ordeal relatively intact because of them.

Thank you babysteps and TRLD for your much appreciated support and advice. We’re already in contact with Elliott and have been preparing to contact a local tv consumer watchdog team. I will definitely keep this thread updated as to further trials and tribulations and hopefully a happy resolution.