I had to deal with three female employees. Two treated me extremely condescendingly and arrogantly.
In my case, I urgently asked for a prescription for ambulance transport, or cab rides in the case of inpatient surgery and postoperative follow-up after 24 in the office.
The answer via e-mail was incomprehensible to me, so I asked again, because they always referred to a form that I did not have. In addition, with no syllable to what I had written. (form letter)
I got a second mail, one would send now again to the topic attachments. The transport was to be granted conditionally
Unfortunately, I could not recognize on the basis of the attachment again, which form I can get where and how the procedure must be.
Only on the phone a very nice employee has clarified the facts for me. I was then able to take care of form IV with my doctor, to ensure a return transport from the clinic.
I then sent this form via e-mail to the health insurance company. With the note that I must appear within 24 hours for follow-up care in the practice of the operating doctor and would also need a round trip here
(After a general anesthesia, I would not even be fit to drive or do business within this time).
I found the letter in the mailbox on Friday evening that the return transport is approved by the clinic.
Today, Monday, I called the health insurance company first thing in the morning and asked what the situation would be with the transport for the postoperative follow-up. At the same time, I told the lady that I could cancel the return transport from the clinic, or that I did not need to pay for it, because the anesthesiologist would not release me from the clinic without a personal pickup anyway.
The lady on the phone was very unfriendly to me from the beginning and talked very fast and annoyed. Again, about forms that I simply was not familiar with. I could not understand, do I have to ask the health insurance or my doctor.
Visibly annoyed I was then told yes, at her doctor. When I then mentioned that I can no longer do this in terms of time, she said to me "well then".
I then said in despair that I could not understand this and that it was a problem for me.
Thereupon the lady steered again and explained in the fast passage again something of forms, with which one could mark "subject to approval and not subject to approval", as just at the first time.
Unfortunately, I did not understand how to get this form, what the procedure would be, so had to ask again, whereupon she was always annoyed.
I then told her quite clearly that she must please repeat this again, because I would not have understood her.
A big groan on the other side.... Condescension.... on it I asked if that was a problem now?
I did not understand!!!
Thereupon the lady said "do you want to have this clarified here now or not".
It was exactly in the tenor, otherwise I hang up now namely....
Unfortunately, I still haven't quite figured out how to guarantee payment for the first cab ride now.
According to my understanding, the doctor can issue it to me. Unfortunately, I can no longer manage this in terms of time.
I also took the liberty of mentioning that on the back of the form sent to me there was a possibility of filling it out for the rides, whereupon I was told that this did not apply to me.
I can understand, if one has to do each day with this topic, are the designation of the different forms again and again clocked expiration. For someone who has never had to deal with it, it is actually not apparent where I now get which form.
It's nice that they wrote in the letter that they would be happy to help me (in bold), but on the phone the lady showed no interest in helping me in any way.
I also explained to her that an operated foot in a crowded subway is always a big problem, regardless of the fact that I am not even allowed to ride alone in the subway within 24 hours after the operation...
Anyway, the lady, finally and at last, did not even feel it necessary to help me quickly or even to wish me all the best for the operation.
It remained faithful their unfriendly kind. I am horrified. I will probably now have to pay the cost of the cab myself, although I had been granted a return trip so or so...
I am appalled by the arrogant and condescending manner. First I was informed via e-mail not understandable, and the second phone call simply waved off.
Thank you for your feedback. We will take care of your matter as soon as possible. If you have any further questions, please contact us at 07720/9727-0.
Your health insurance company - vivida bkk