melissa Ramkissoon

Review of Cardea Health Solutions

Cardea doesn't represent professional value or cus...

Cardea doesn't represent professional value or customer interest. The portal was designed to avoid gatherings at the home office and a smooth transition for claims. I was able to submit several claims online through the portal and within that time frame no-one from claims department thought to call or email us to inform us that the claims will not be honoured and was done incorrectly on the portal. After months of seeing on the status bar that the claim was "PAID" I called to follow up and was connected with Natasha who refused to discuss anything with me , she was extremely rude on the phone. Was able to connect with another employee Sheetal Boodram - who walked me through the entire process. She is what an exemplar employee is- she took the time to skillfully explain each area when filling out a claim and the policy of the company that she represents. Every instruction was documented on email and copied to my husband the insured. The last email was copied to her manager Ms Paulesca Romany who lacked professionalism to the highest level. She was unwilling to help me with going forward with future claims and past claims, exhibited no empathy or desire to go forward with future issues that were raised. Commented on a phone call to me that the employee who refused to help me was "doing their job" while the empIoyee who assisted me was "breaking protocol" . Thats when I decided to take this matter to the Director Mr Raphael , who listened to the entirety of my concerns hence my follow up and told me he's not discussing anything about my health concerns to me over the phone. Even though I offered to answer any security question that validate it was myself. Mr Raphael also admitted that he was in a position to pull up my file but declined to discuss my file over the phone.He lacked all empathy in the situation , didn't offer any advice going forward other that I should call HR. With that being said he denied me his email so that I can approach HR and have everyone on the same page. I did ask him at the end of my conversation where is the empty in mental health and he never responded..
This is not the insurance company that I wish to continue my business and will not have this company or people represent my health concerns.
Going forward this is probably why they only have a short review on their website. I wish Cardea well with future business and educated staff. I gave a one star rating towards the staff that helped me Sheetal Boodram.
MR