Sunday, December 23, 2007 - TTK Healthcare services
You can read more detailed review on My Blog at https://neoinfinity.blogspot.com/search/label/ttk
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.
Part 2: Monday, December 24, 2007 - TTK Healthcare services
I called them up today morning, mentioned below are the events as they unfolded:
1.
TTK call center customer care representative by name Vinod picked up my
call. He was so rude and unprofessional, never listened to what I was
talking, he abruptly hung up the call
- Called back again, spoke to
Sunil. This person took all the necessary info from me and hung up
again acting as if he was not able to hear me.
- Called up once
more. A rep by name Asma spoke to me, she was kind enough to provide me
the info. She told me that the approval fax was sent to Garden City
Hospital on 22nd evening, She was not having info on at what time the
fax was sent. In the course of conversation with Asma, learned that
Vinod and Sunil were her co-workers. Asked her if she can bring her
manager on phone to complain about their behavior, she said that is not
possible and gave an email address care@ttkhealthcareservices.com to
complain.
Now that I know the approval has been sent to
hospital, called them up. They said the fax came at around 6:30 pm on
22nd evening and the admin person in the hospital suggested to visit
the hospital in another 4 working days to get my money back in the form
of a cheque! One thing is still a mystery for me, did the hospital
folks lied to me that they didn’t receive the approval fax from TTK at
the time of discharge?
All I pray god is that, never come a
situation again in life to get hospitalized and go though all the pain,
stress because of the WORST kind of service by TTK.