Expatriation Vanished Part 2
Autor: Renato | Publicado: 2009-07-08T07:34:00-07:00

TUTTL/BI-3091-4000-2800_  TUTTL/BI-3091-4000-2800  13440  3 July 2009  Mr Terrero Saco  emailed to  jrterrero@mail.com  The Customer Services  Department  BUPA International  Russell Mews  Brighton  Sussex  BN1 2NR  United Kingdom  Telephone +44(0) 1273 323 563  Fax +44(0) 1273 820 517  Email info@bupa-intl.com  Open 24 hours a day 365 days a  year  www.bupa-intl.com  Dear Mr Terrero Saco  Complaint reference number 13440  Thank you for your email dated 29 June 2009.  I am sorry for the delay in replying.  I understand that you are unhappy that the hospital where you received out-patient  treatment has asked you to pay their accounts and for you to reclaim these costs from  us, and that we were unable to pre-authorise treatment for you.  Also you have raised concerns about the evacuation process, our membersworld  website, and a salary insurance scheme.  I will try to address each of the points in the order that you have raised them.  We do have agreements with some doctors and hospitals whereby we can settle  accounts for treatment on our members behalf, however, this is rarely available for  treatment provided on an out-patient basis. TUTTL/BI-3091-4000-2800_  I believe my colleague Darren Robson has explained to you in a previous email that we  are unable to pre-authorise out-patient treatment and arrange direct settlement of  accounts for this type of treatment.  In addition I understand that  Darren also explained that we had experienced some  difficulties with our membersworld website. These unfortunately had been caused by our  installation of a new system designed to improve the information available on the  website.  I hope you have received the claim forms sent as attachments to previous emails, and I  can assure you once we receive your fully completed claim forms, with the invoices and  receipts detailing the treatment provided, it will assessed as quickly as possible and we  will arrange for payment to be made to you.  Moving onto your query about the evacuation cover available to you as part of your plan  with us.  You have mentioned that you had an accident whilst working on an offshore rig and you  were taken to the Congo for treatment.   From the details you have given, I have concluded that you were evacuated from the  offshore rig, and transported to the Congo by arrangements made through your  employer.  Although Bupa International does provide you with evacuation cover, there are certain  situations and locations that are impossible for us to provide this service from, such as  an oil rig.  We do explain more about this in your membership guide under section 4 Assistance  cover.  I am sorry I am unable to help you with your query about salary insurance, as this is not  something we as a medical insurance provider offer.  May I suggest that you speak with  your company human resources department, as this insurance may be something  offered directly by your company.  I hope I have been able to answer all of the concerns you have raised.  In line with our complaints procedure, I need to ensure you are satisfied with my  response and that the issues you raised have been resolved. I do hope that this is the  case. I would be very grateful if you could confirm this by completing the attached slip  and returning it in the pre-paid envelope enclosed.  If you feel unhappy with my response and wish to take your complaint further, please  write to the Head of Customer Relations at the above address within 8 weeks from the  date of this letter. Alternatively, you may prefer to telephone, fax or email via the  contacts detailed above, quoting your membership number and complaint reference  number. If we do not receive a reply within 8 weeks from the date of this letter we will  close the complaint.  If you remain unhappy after our final reply you may refer your complaint to the Financial  Ombudsman Service within 6 months.  Their contact details are; South Quay Plaza, 183  Marsh Wall, London, E14 9SR, telephone +44 (0) 207 965 1000  Kind regards  Mrs Lynn Tutt  Customer Relations Advisor  " ---------------------------------------------------------------  TUTTL/BI-3091-4000-2800  Complaint reference number 13440  I confirm acceptance of the resolution detailed in your letter dated 3 July 2009