General & Medical
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Improve the experience of making a claim
There is always a delay between talking to someone at General and Medical saying one needs to see a specialist, and getting the "go ahead". They put this down to needing to check up with their broker. This is most disconcerting as the reason you are seeing a specialist privately is to avoid the NHS waiting list and be able to get a diagnosis and treatment quickly. You should not have to wait for a broker's opinion. The staff taking the calls should have sufficient medical knowledge, and knowledge of what is covered by each insurance band to give you an immediate answer. It should also be accepted that certain tests and treatments will be done immediately on the first consultation with a specialist, and one should not have to ring up again to ask for "permission" to have them done. It should also be remembered that the person ringing is ill or in pain and is worried. They need gentle handling and reassurance that at least they will not have to worry about the money side of their treatment. Again this involves training of your operatives. I have however, never had problems with the payment of medical bills but I do pay over £5,000 a year in contributions!