Alice Young – Securing a treatment guarantee despite exclusions
Health Concierge’s consultants helped Alice find treatment for her newborn son, who had a hearing impairment that required treatment estimated at over USD $70,000. However, the treatment fell under two exclusions: Newborn Congenital Condition and hearing aids. Health Concierge presented all the options and impacts to the school where Alice worked, who ultimately wanted her school’s insurance company to cover the cost of treatment.
Our consultants then negotiated with the insurer to cover the costs and assisted Alice in finding reputable specialist facilities. Health Concierge was able to help Alice find treatment for her son in her home country, though direct billing was not available. Fortunately, our consultants were able to help Alice secure a treatment guarantee after negotiating with the provider and the insurer. As a result, her son was able to receive the treatment he needed without any out-of-pocket expenses.
David Schmidt – Negotiating repatriation to the UK for medical treatment
Health Concierge helped David repatriate to the UK and assisted in integrating him into the NHS system. David had been diagnosed with bladder cancer in Cambodia and was concerned about the local treatment options. Health Concierge contacted the insurance company to negotiate a flight back to his home country for him, as well as for his family to accompany him. Once David was back in the UK, Health Concierge continued to work with him and his insurance company to find a specialist within the NHS to carry out the chemotherapy treatment.
Kenneth Shaw – Navigating a new medical system for urgent treatment
Health Concierge assisted Kenneth in arranging urgent care for his daughter, Sara, who needed an operation after an accidental fall. However, the situation was further complicated by the fact that the family were in the midst of relocating to Singapore so Kenneth could start a new work assignment. Health Concierge provided practical information about various healthcare facilities in Singapore and helped him book the operation appointment with the National University Hospital. Meanwhile, Health Concierge also worked with the insurance company and hospital to arrange a treatment guarantee to minimize the out-of-pocket costs.
Edwin Lee – Green Channel
Health Concierge helped Edwin when he had a heart attack during a business trip to the second-tier city of Wuxi in China. As he was rushed to a local hospital for immediate stabilization, Health Concierge coordinated the direct billing arrangements. However, the local hospital was not up to standard for continued treatment. Upon liaising with the insurer, it was also established that hospitals in Shanghai, a first-tier city, were unable to accommodate Edwin.
Health Concierge then coordinated with a leading cardiologist in Shanghai who was able to arrange a VIP channel to Zhongshan Hospital for treatment and long-term care. Health Conciergealso helped make arrangements between the insurer, the hospitals in Wuxi and Shanghai, and the medical transfer team. Edwin had a successful treatment journey and was discharged with full recovery.
Katie Brown – Leveraging resources to expedite treatment
Health Concierge’s consultants offered medical facilitation services to Katie, who required high-cost brain cancer treatment in Canada. Despite being out of network, the insurer agreed to pay directly to the facility. However, the international transfer would take up several weeks to process between the Chinese insurer and Canada. Though the insurer had provided a payment guarantee to the hospital via email, the hospital did not want to wait for weeks to receive the payment and ended up demanding Katie to pay upfront.
Fortunately, Health Concierge intervened and contacted the hospital directly. They were able to explain the payment timeline and ultimately convinced the hospital to wait for the insurer’s payment instead of charging Katie directly.
After all parties agreed to the arrangements, Katie went on to receive the life-saving treatment she needed and has since remained in remission.
*The names and identifying details mentioned above have been changed to protect the privacy of the individuals.
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