General & Medical
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Disappointed Long-Term Customer: Issues with Payment and Communication
I have been a customer of General and Medical for several years, but my recent experience has been highly disappointing. Following an illness, I needed to claim on my insurance for the first time and called for a recommendation for a consultant. The gentleman I spoke to was very helpful, and I went with the recommended consultant. However, the problems began after that. For over two and a half months, both the consultant and the hospital have been contacting me repeatedly for payment because General and Medical have not paid. General and medical say they will pay but have long delays in processing claims. This has left me, an unwell patient, stuck mediating between them and now the consultant is saying due to the delay I am now liable and they will escalate to civil recovery. Despite the treatment being pre-authorised, I have had to send numerous emails and make several calls to try and resolve this issue and now genuinely concerned I am going to have to pay to prevent bailiff’s. My attempts to speak with my client relations coordinator have been frustrating as well. He is either unavailable or does not respond to my emails. This lack of communication has been incredibly aggravating as I feel no one is taking responsibility to help. To make matters worse, both the NHS trust and the consultant have expressed their unwillingness to service General and Medical patients in the future due to these payment issues. This is particularly upsetting as the doctor has been amazing and has helped me significantly. Overall, this experience has been a source of stress and disappointment. The lack of timely payment and poor communication from General and Medical is unacceptable. I expected much better service given the premiums paid and my long-term relationship with the company. The positive side is when you speak to the staff, they are friendly and polite.