James Cuneta
۳ هفته قبل
Very disappointing experience at Medcare Emergency Al Bu Daniq Sharjah on May 27, 2026. I rushed my wife, who is 20 weeks pregnant, to the emergency department around 6:00 PM because she was experiencing severe stomach pain and could no longer tolerate it. Since the hospital was directly across from our home, we immediately went there for urgent medical attention. Upon arrival, we were informed that our insurance was “not covered.” We understood this might happen and still proceeded because this was an emergency pregnancy situation. After the doctor checked my wife, we initially decided to only take the prescribed medicines and continue treatment at NMC Hospital. However, after contacting our insurance provider, they clearly informed us that the hospital should still submit the insurance pre-authorization/claim through the proper portal system and allow the insurance company to decide whether to approve or reject it. I informed the receptionist staff about this, but he repeatedly insisted that they only process insurance claims for “life threatening” situations if the hospital is out of network. Despite several insurance agents directly speaking with the hospital staff multiple times and instructing them to submit the request properly, nothing was submitted for hours. The most frustrating part was that the staff admitted they assumed the claim would be rejected based on previous cases instead of simply following the proper process and letting the insurance company decide. Even after repeated follow-ups, no insurance request or SMS approval notification was submitted. The situation became more concerning because the staff refused to provide their names, were not wearing name tags, and refused to escalate the matter to a supervisor despite repeated requests. Later, despite our earlier signed waiver declining laboratory tests, the staff suddenly instructed the nurses to proceed with laboratory testing. Around 10:37 PM, we were informed that we needed to pay AED 150 even though no insurance claim had officially been submitted yet. After everything we experienced, we lost trust in the billing and insurance processing staff, although I would still like to acknowledge that the nurses and doctors themselves treated us professionally. This entire experience caused unnecessary stress during an already difficult emergency situation for my pregnant wife. I sincerely hope Medcare Hospital management and MOHAP review this matter seriously, especially regarding emergency insurance handling procedures, staff accountability, and patient support during urgent medical situations.
