Today I write about my recent interaction with m/s TTK Health care services, a TPA (third party administrator) for the medical insurance offered by my employer. Since my mother had to go through a surgery, we admitted her at Garden City Hospital [near Jayanagar, Bangalore]on 19th Dec’07. Learned that this hospital is a member of the TTK listed hospital for cashless service.
Hospital authorities estimated the surgery would cost around INR 50,000/- and sent an approval request for the same to TTK. Thats the initial point of all the trouble that was waiting in store for me. TTK was asking for more information about the kind of surgery even after the initial investigation report & surgery procedure was already filled in by the doctors in the request form. I had to take all the struggle to fax across the scanning reports, all these resulted in nothing but delay in the process. However, my mom got operated on 20th morning upon my nod to pay the charges in cash if the approval doesn’t come from TTK. After repeated calls, they approved only 20% of the estimated amount after 30 hrs from the time of request form submission. Based on the final billing by hospital authorities during discharge, the remaining amount will be settled accordingly was the information provided to me by TTK’s customer service folks.
Surgery went on fine and my mom started recovering well and doctors agreed to discharge her on 22nd evening and for the same, they filled up the discharge summary. Hospital authorities then processed the same with final bill that amounted to INR 35,870/-. Hence they submitted the request again to TTK for approval of remaining amount. This was done at 11 am in the morning. Neither hospital nor me were contacted regarding progress on the request service. I had to call up customer service again to get the status in the evening at 6pm. Customer service agents were so rude and unprofessional, I can’t think of talking to them again. Nobody at TTK were aware of the status, I lost all my hopes on them servicing the request and decided to pay the balance to hospital by myself. Time was 6:30pm and still no information on approval from TTK. I paid the difference amount from my pocket and got my mom discharged.
This was my terrible experience with TTK. What still makes me wonder is, why do they have an SLA of 6 hrs time frame to service the requests when they never deliver it on time?
I am going to call them up again on monday to understand what is going on.