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UMy father is a cancer patient undergoing immunotherapy treatment at Basavatarakam Indo American Cancer Hospital & Research Institute.
A few days ago, we went through an extremely disturbing experience because of what appears to be major billing and administrative negligence by the hospital.
My father’s actual treatment bill was around ₹5.4 lakh because his immunotherapy drug (Imfinzi) itself cost around ₹5 lakh for the required dose. However, the hospital sent only around ₹25,000 in the pre-authorisation request to the insurance company because the main drug cost was completely excluded from the submission.
The mistake was not identified by the hospital billing team, pharmacy, or insurance desk. I noticed it myself and informed them. Only after I escalated the matter did they acknowledge the issue and send a corrected request to insurance around 8:40 PM, by which time the insurance office had effectively closed for the day.
My father’s treatment finished around 9:00–9:30 PM, but because of the hospital’s mistake, we were forced to stay there overnight until the next day.
What hurt us most was the complete lack of humanity from management:
* No one from management came to check on us
* No apology was offered that night
* No food/water/support was offered
* My father (cancer patient) had no dinner
* My mother, who has thyroid-related health issues, became dizzy and physically unwell due to stress and exhaustion
* We finally reached home around 2 PM the next dayThe next day I personally met the billing manager, pharmacy manager, and CFO. The issue was repeatedly blamed on a “software issue,” which I strongly disagree with because excluding the most expensive medicine from an insurance bill appears more like a human/process verification failure than software.
I already sent a detailed formal complaint email to the hospital management and grievance department, but so far I have not received any meaningful response.
I am not trying to “profit” from the situation. I mainly want accountability, acknowledgment, and to ensure another cancer patient’s family does not go through what we went through.
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