Medi Assist India — Approval of claim delay

Dear Team,

This has reference to the below details :

Employee Number : 527239

Employee Name : Mikeshow Pinto

Beneficiary Name : Jacintha Pinto (Mother )

Claim No.[protected] dated 22nd September 2022

My Mother was admitted to the hospital for a day care procedure (Chemotherapy) on 22nd September 2022. However, until today the hospital has not received the settlement / acceptance letter of the approved amount of Rs.22985 from Medi assist.

Ideally the approval should have been done on the same day.

Since the approval was not sent to the hospital, we had to pay cash for the amount as deposit and discharge my mother.

Now the hospital is trying to encash the deposit to settle the bill. May I request you to please send the settlement letter as soon as possible. Even if you are facing technical issue, can you send an email to the hospital directly.

I would like to highlight the below points as well.

1) On 22nd September, we made 12 calls to mediassist helpline –[protected]. Every time they kept saying that it will be done in some time, but it was never done. I even asked for a Supervisor call, waited for 30 minutes only to hang up as no one came in

2) On 24th September, Once again I called the helpline, spoke to the supervisor as well who promised that it would be done in 2 hours but till now nothing has been done.

3) On the IVR, it clearly says that if the procedure is done in a network hospital, then cashless is compulsory. Then why in this case mediassist has failed to provide the required confirmation to the hospital. What a poor customer experience it is.

All this causes a lot of trauma to the employee and the patient as well.

Request you to please look into this matter with high priority so that hospital returns our deposit money.

Regards,

Mikeshow Pinto