Medi Assist India — regarding claim# 15974632

Address:	Bangalore, Karnataka, 122018
Website:	www.medibuddy.in

As i fill this form, i am still struggling with my husband’s claim no. 15974632.

To start with, mediassist miserably fails at reverting to its customers. No one picks up phone at their call center (You are permanently on call wait). My personal record on hold with them is 1 hour 52 min. Number of emails i have sent to their email addresses goes unanswered 99 out of 100 times. That one time out of 100 if they feel like reverting, they only reiterate their point, instead of answering my query.

On 22 dec 2017, i sent them a pack full of documents pertaining to this claim 15974632. As i had a previous experience with them on a past claim, i sent them every single piece of document i could possibly produce at my end or from the hospital. Same day, they sent me a sms claiming that they have received the papers.

List of documents sent to them on 22 dec 2017:

-claim form
-indoor case papers - integrated care plan sheet, nursing sheet, fact sheet
-etiology of the ailment – doctor’s prescription suggesting the surgery, admission & discharge summary all clearly stating the cause, set of causes or manner of causation of my husband’s condition
-all x-rays (Pre & post)
-all bills in original
-complete medical report & medicine bills
-photocopy of mediassist policy

However, on 18 jan 2018, they came back to me asking for:

-indoor case papers : already submitted on 22 dec 17

-etiology of the ailment : already submitted on 22 dec 17

-valid reason for delay in submission : emailed them my son’s wedding card. This wedding was already planned since 1 year & i was the only one to do everything as husband was bedridden.

-all previous consultation papers & investigation reports : here they are referring to my old approved & paid claim no. 15230604. Every single shred of paper for that claim was submitted to them in original. Is it not the reason that they had approved it? Then, how do they expect me to produce the same papers again.

-condonation letter from the insurance company : i have googled this word and asked everyone i possible could but i do not really understand it. All i know is that mediassist is my insurance company. So, they should know what condonation letter they are talking about.

Their phone numbers [protected], [protected] are permanently on wait. On their email addresses - [protected]@mediassistindia.com, [protected]@mediassistindia.com, [protected]@mediassistindia.com, kanika. [protected]@mediassistindia.com either no one ever reverts. And if in one odd case, when someone did, they only kept repeating what they wanted, instead of acknowledging and reading what i am trying to say.

They also have an office in ito new delhi, which is 45km from my home and i am a 61 years old woman with a bedridden husband of 65 years. Still i managed to go to them in person. When i visited that so called office, their representative kanika claimed that they are sitting there only and only to receive and forward documents sent from clients to mediassist or vice versa. Therefore, all she could do was provide me with her email address to which she doesn’t answer, no phone number and no help!!!

I have provided them with all i had. What else should i do, i don’t understand. This harassment is never ending & taxing me and my husband our health, our peace of mind, our money and our comfort.