(Updated on 27 May 2009 @ 10:46 a.m. Please click this link to read the forum on how impossible this giant corporation can be, told you they are so screwed! Thanks for the info from commentator Man)
My mentor, a senior partner in a renowned law firm, taught me a cardinal principle in practice: When your client is right, he is right. But when your client is wrong, he is right. I heed the advice until today, and Alhamdullillah, I have managed to stay out of trouble with my clients. At times (dare I hope) I feel that they might love me a little.
But this may not be the case with your insurance company for they take people’s money and only honor your claim as and when they fancy doing so.
As fate would have it, I suffered from slip disc on Sunday. After enough emergency drama at home, I was admitted to the hospital and subsequently being subject to medical tests, processes of which are still foreign to yours truly (who have been blessed with robust health condition before).
Below is an excerpt of my official complaint letter to Prxxxxxxxx.
“I had called Prxxxxxxxx and spoke to the following persons: Saravanan Vellasamy, Ms. Lou and Ms. Anis.
Mr Saravanan was unable to answer my detailed enquiry but he kept insisting that the treatment could be dispensed off to outpatient treatment. As I was unhappy, I probed further namely: what are the types of the treatment that you, in your esteemed establishment, deem recoverable under the policy? As he kept beating around the bush, I told him to speak up as I will not tolerate his disconcertingly vague replies.
To my horror, this person shouted at me that if I don’t behave, he will hang up the phone.
Now, if you could please enlighten me whether your personnel is allowed to speak to any of the policy holders the way Mr. Saravanan spoke to me?
My second call was pick up by Anis, the first question she uttered to me was: “Apalagi yang Encik nak nih? Kan tadi dah berapa kali call?”
I was aghast with her manner, and I demanded to speak to someone else. I also asked for her prudential’s reference number and full name. She got scared and rudely passed the phone to one Ms Lou.
Your Ms Lou, picked up the phone and asked this question (in her halting and poor English, if I may add): “Already 3 people cannot assist you, what do you want me to do?” She then proceeded to read out loud my entire policy without listening to what I have to say.
Ms Lou also said that I was not properly diagnosed by my doctor. I beg to differ Ms Lou’s unfounded remarks about Doctor Kxx because I have been properly advised by him as to my injury.
Please explain to me if Ms. Lou is indeed a registered medical personnel to gauge Dr. Kxx’s performances?
Challenged beyond my wits, I called my agent, Irexx Lxx, who subsequently asked the hospital to issue a letter to Hospital Alliance Services to explain as to why I need be hospitalised.
The hospital did as instructed, but your establishment took hours before they decided to decline my policy again.”
And that folks, is only a tip of the iceberg. This post is intended to remind that if you are anything like me at all – who gives standing instruction to your credit card company to pay your insurance, been paying for years and never once fall sick – you need to be aware of your policy.
Hidden behind the finely (read: impossible to read) printed words is the clause that says the insurance company has an upper hand in literally everything.
This is not about paying the RM2,071.40 hospital bill, this is about how your insurance company can swat you down like a fly.
I have never sued anyone or anything in my individual capacity, perhaps I should do it to alert the public. Heck, what do I have to loose? My hard-earned RM2,071.40? That’s all there is to it, right?
But if I proceed to champion my rights, the public gets to know how nasty this giant corporation can be. I’ll see you in court, sir.