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.
Kamal Hasa says
Hi Mohan,
I am not new to the TTK fiasco. It sucks but the fact is that they do the job correctly with a lot of Pain.
I have been with them for more than 3 years. I have benefited by 1 Lac in total so far. But with 100’s of calls plus their s$&^$^ customer service.
I hate them. But they are the cheapest in the market. Serves me right I guess!
Priyabrata Biswal says
My request to all not to chose that insurance company policy where TPA is TTK…….Pls pls…Service is at the lowest level..
krishnamurthy BG says
Any experience with ICICI Lombard?
Mohan says
Dear Krishnamurthy, sorry, I haven’t availed ICICI Lombard heath insurance yet.
PRASANNAKUMAR says
Very unfortunate that i have taken TPA as M/s TTK!!!! Very poor,bad,worst response from TTK BANGALORE.
1).Pre autorisation sent from M/S SUKSHEMA HOSIPTAL for my son treatment on 18th March 2008.
2). m/s ttk.Bangalore denied the claim by giving reason pre-existence. But Doctor has clearly mentined on their pre auhorisation form it is that ailement from 6 months.(Policy 2 years old).
3).After repeated telecon with M/S TTK, Bangalore, they advised me to send one more re-conisderation letter from HOSPITAL. HOSPITAL has sent the reconsideration letter by mentioning the pre-existence as 6months on19th March 2008 eveing (Policy is from past 2 years). 4).Evenafter repeated request, M/S TTK BANGALORE turn down the claim by considering the oral statement made by patient & which was recorded in the first consultation slip.After the consultation doctor advised the patient to undergo the x-ray investigation. After seeing the x-ray results . Doctor advised to undergo surgergy & mentioned in the pre-authorise form this is existing for the past 6 months.
How can M/S TTK take UNILATERAL decision by rejecting the DOCTOR’s statement made twice by confirming pre-existence is only 6MONTHS.
Past two day the response from TTK BANGALORE is HORRIBLE!!!
One Mr.John asked me wait in phone & did not come back evenafter 15 min. Again when i called he was telling his colleague Mr.Siddu that he is not available which i overheard. Totally EVASIVE ATTITUDE OF TTK.
This Policy taken through the SYNDICATE BANK. TTK can neglect the giant corporate customer like SYNDICATE BANK, what about poor customer who is having MECLAIM POLICY.
CAN ANY RESPONSIBLE PERSON CAN TAKE ACCOUNTABILTY on this issue & call back on 9845107393.