be aware with your reimbursements in overseas

I have had the worst experience with this insurance, I had a medical urgency, which required hospitalization and surgery in overseas. I handed them all the documents (invoices, payments slips, medical reports, diagnostic images, etc). Firstly, they got lost internally the diagnostic images. Secondly, I got a formal reimbursement saying they would not pay for any of the charges (zero). Explanation, they did not receive the medical reports which was false. After sending again all the scanned documents requested me to fill a questionnaire to be sent to their medical trustee to be analyzed, and even before this was sent I got another formal letter saying they sent all the documentation to an international partner which should determine if the figures in the invoices correspond or not to the legal figures in that region. They are just avoiding to reimburse according to what they should. Not to say that in all this reclamation, there have been several persons involved and never go to the point of the insured questions/demands or request.