I had called in Medi Assist for assistance on pre auth claim # 7582087 for MA ID: 4008287214 that was submitted by hospital for emergency for New India Assurance Insurance policy, which was delayed to action by Medi Assist team, as was they were awaiting information for query.
I had called in Medi Assist team 4 times asking for update and informed that requested documented was faxed 4 times with successful fax confirmation. However, Sunil Iyer (Medi Assist Team) claimed that they did not receive faxes that were sent; he was courteous and was well spoken. As I had already send faxes 4 times, I did request for floor manager/ supervisor to fasten process, that is when call was transferred to Harish Muthuswamy, who claimed to be floor manager but did not display any characteristics that a manager should have while speaking to disappointed customer.
He went to extent of using abusive words when asked for next level escalation as he was not ready to take feedback on their infrastructure. Service provided is pathetic, disappointing, and non-cooperative; please verify staffing over weekends and as well as infrastructure being used i.e., faxes. It’s pretty clear that floor manager/ escalation point doesn’t know how to handle issues, please train your floor manager/ supervisor on customer handling skills and being courteous to callers. Please note that abusing customers is totally unacceptable.