Lancet - Terrible!

Lancet rarely responds to emails. When they are gracious enough to respond you will get a very vague response from someone who has taken no effort to actually resolve your problem.

Discovery rejected a claim because Lancet used the incorrect code. All they had to do was amend the code. Eventually they handed over the account and when I enquired I was told by Lancet that they cannot resubmit the claim anymore. I then contacted Discovery and they told me that Lancet has to resubmit because it was their error. They are insisting on getting their payment but they are the only reason payment was not made.

The Discovery representative then personally called Lancet accounts while I was on the line. They hung up on her 3 times! Eventually she spoke to Sifiso and she gave him the correct codes. He admitted that different codes were used and said he would ensure that it is rectified and resubmitted. He also said he would send me a confirmation email. I have received no such email to date. Instead I get endless calls from the collections company. There is no way I will pay for their error.

Please note that Lancet can also request a signed consent document but they themselves don't have the document for you to sign. They don't know how to draft the same document they are asking for.

At Discovery the document is emailed to you and you simply have to sign it. Lancet is extremely inefficient. If you can go elsewhere then please do! Save yourself.

Update: Another Discovery consultant called the Lancet accounts department. This time they spoke to Jeremy. Jeremy could not give us a reference number for the claim he says was resubmitted. He also said they emailed both myself and disvovery. We have not received said emails. Instead I received another statement with the incorrect code. If an email was really sent to Discovery then Jeremy would have a reference number because all emails to are returned with a reference number.

More Lies from Lancet. Avoid them!

They have just emailed me another statement . STILL with the incorrect code.

Update: I have finally received a proper response and an apology for their delay. Unfortunately the explanation in the email is nothing like what was said over the phone. They are still being honest and I have asked for clarity.

Over the phone Jeremy said that the amendments had be done and insisted that they had re-submitted to Discovery and copied me on the email. He told the Discovery consultant that I shoild check my spam folder.

Now I received an apology by email and it says they have escalated the amendment and await feedback from the relevant departmemt. So if the amendment has still not been done, what email was Jeremy referring to???

Lancet accounts caught in another lie.

Update: Still no amended statement. The collections company has now asked me to give them time to follow up on an email they previously sent to Lancet. Seems like they get ignored too.

I will definitely be encouraging the Doctor to stop using Lancet. His patients are suffering.

Update: Another full week gone and still no amendrd statement. Also no reply to the clarity that I requested 2 days ago.

Update: Believe it or not.... they have just sent another incorrect statement.

Did you really escalate or is this a generic response? Because I have just received yet another statement with the exact same errors.

New Year, same bad service.

Yesterday I called in and after explaining the reason for my call I was put on hold for 20 minutes until I eventually hung up.