Sunday, December 23, 2007 - TTK Healthcare services You can read more detailed review on My Blog at http://neoinfinity.blogspot.com/search/label/ttk Today I write about my recent interaction with m/s TTK Health of our reviewers recommend us care services, a TPA (third party administrator) for the medical insurance of our reviewers recommend us 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 Dec07. Learned that this hospital is a member of the TTK listed hospital for cashless service of our reviewers recommend us. 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 of our reviewers recommend us the charges in cash if the approval doesnt 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 TTKs 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 cant 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 of our reviewers recommend us 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 2. 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. 3. 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 firstname.lastname@example.org 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 didnt receive the approval fax from TTK at the time of discharge? All I pray god is that, never come a situation again in life of our reviewers recommend us to get hospitalized and go though all the pain, stress because of the WORST kind of service by TTK.