Lancet laboratories

I am writing to formally express my dissatisfaction with the service I have received from Lancet Laboratory, specifically regarding an outstanding amount on my account that was brought to my attention via SMS.

In September 2024, I had a procedure done, for which my medical aid provided authorization. Now, in May 2025, I receive a message informing me that I have an outstanding payment to make for the amount of [insert amount], with a reference number [insert reference number]. The SMS also included a call center number and an email address, which I contacted for clarification.

I spoke to a representative named Cloretta, who informed me that the reason for the non-payment of the claim was due to Lancet submitting the claim late to the medical aid, resulting in the rejection of the claim. I was advised by Cloretta to contact my medical aid to resolve this matter.

I then attempted to contact my medical aid but was transferred from department to department without receiving any meaningful assistance. As I have already explained to Cloretta in my previous email, I do not have the time or patience for this back-and-forth, especially when I did not submit the claim late. The responsibility for ensuring that claims are submitted on time lies with the service provider, in this case, Lancet.

However, to my surprise, today I received an email from Cloretta stating that Lancet does not follow up with hospitals or medical aids, and that it is my responsibility to resolve this issue with them. I find this response completely unreasonable. Since when has it become the responsibility of the patient to chase up a claim that was rejected due to Lancet’s failure to submit it on time?

I made sure to obtain the necessary authorization from my medical aid, and it is Lancet’s responsibility to ensure claims are submitted correctly and within the required time frame. I will not accept responsibility for paying this outstanding amount due to your internal errors.

I expect this issue to be resolved promptly and for any outstanding payment to be rectified without further inconvenience to me. Ref Y***3

Kind regards, Kuresha Thevadasan