Very disappointing claims experience and lack of transparency
I have been extremely disappointed with the way my medical insurance claim has been handled by Al Koot.
Despite submitting the required medical documentation, invoices, reports, and proof of payment received from the healthcare provider, the claim process has been unnecessarily delayed. I contacted Al Koot in advance to confirm whether any additional documents were required, but this was not communicated at the time. Additional requests were raised only later, creating further delays.
More importantly, the explanation provided for the reduction of the reimbursement was not transparent. The reference to “Reasonable & Customary” charges was made without providing a clear calculation, supporting documentation, or a detailed explanation of how the reimbursement amount was determined.
A professional insurance company should provide customers with clear communication, timely updates, and transparent justification when claims are partially declined or adjusted.
I hope Al Koot improves its customer service approach and provides a more transparent and customer-focused claims process in the future.