We appreciate your bringing this report to
our attention so we could research and address its contents.
MDX Hawaii is the Third Party Administrator
(TPA) for [redacted] and their insured for Temporary Disability Insurance
(TDI) benefits. Upon review of the claim, we...
discovered and acknowledge
the request for a call back on Thursday, February 11, 2016, was inadvertently not
fulfilled. We apologize for this oversight and any inconvenience this may
have caused the claimant.
All encounters with our claimants are
documented and we have serviced the claimant 11 times telephonically. This
does not include the numerous contacts and coordination with her employer and
physician also required to resolve date discrepancies. The claimant
requested a call back on Thursday, March 31, 2016, and we returned the call on
Friday, April 1, 2016. We were not able to speak with the claimant, but did
leave a message for her to please contact us. We again reached out to the
claimant on Tuesday, April 5, 2016 and informed her we were able to reconcile
the inconsistencies and her TDI claim could now be approved.
It
takes time to thoroughly research and clear up differences found in a claim and
we regret the claimant felt our communication was lacking. However,
please assure her we take her comments seriously and continually work to
improve our service. We appreciate her patience and allowing us to resolve
the situation, hopefully to her satisfaction. Thank you.
We appreciate your bringing this report to
our attention so we could research and address its contents.
MDX Hawaii is the Third Party Administrator
(TPA) for [redacted] and their insured for Temporary Disability Insurance
(TDI) benefits. Upon review of the claim, we...
discovered and acknowledge
the request for a call back on Thursday, February 11, 2016, was inadvertently not
fulfilled. We apologize for this oversight and any inconvenience this may
have caused the claimant.
All encounters with our claimants are
documented and we have serviced the claimant 11 times telephonically. This
does not include the numerous contacts and coordination with her employer and
physician also required to resolve date discrepancies. The claimant
requested a call back on Thursday, March 31, 2016, and we returned the call on
Friday, April 1, 2016. We were not able to speak with the claimant, but did
leave a message for her to please contact us. We again reached out to the
claimant on Tuesday, April 5, 2016 and informed her we were able to reconcile
the inconsistencies and her TDI claim could now be approved.
It
takes time to thoroughly research and clear up differences found in a claim and
we regret the claimant felt our communication was lacking. However,
please assure her we take her comments seriously and continually work to
improve our service. We appreciate her patience and allowing us to resolve
the situation, hopefully to her satisfaction. Thank you.
Due to the confidential nature of the information surrounding the member’s concerns, MDX Hawai‘i is responding directly to the member.