I have always dealt with my Account In-charge, Joanne Fu directly, and she has always been very responsive and accessible even during after office hour - especially during emergency admissions etc and has always check-in with me when she knows when one of my family members has been hospitalized to make sure all is well and taken care of. only good things to say about her! Claims wise, i do experienced a lot of suspended and rejected cases and some i am still working on them. i must say the medical reimbursement team really is not up to bar. many times, i have submitted invoice and claim form in a separate pdf but in the same email- they totally suspended the claim and asked for invoice when it's just right there. not once but a few times...