u/NoArcher8947

My mother underwent gallbladder stone surgery at Manipal Hospital, Bangalore.

Before the surgery, the doctor and hospital gave us two options: conventional laparoscopic surgery and robotic surgery. They explained that robotic surgery involved less cutting, less pain, and an easier recovery, so naturally we preferred that option.

However, we made one thing absolutely clear from the beginning: we could only proceed with robotic surgery if our health insurance covered it. We repeatedly told the hospital that we could not afford a ₹6 lakh procedure on our own.

The doctor assured us not to worry and told us that when the insurance company sought clarification, the hospital would confirm that robotic surgery was medically necessary. Based on these assurances, we agreed to proceed.

The insurance company initially approved ₹3 lakh before the surgery. We were under the impression that the remaining amount would be considered after the operation once the hospital submitted the required medical justification.

However, the hospital did not provide such a justification. Instead, they sent the insurer a comparison of the advantages and disadvantages of robotic surgery. In the insurer's approval letter, a note stated that robotic surgery was not medically necessary for this procedure and that no further amount would be approved.

We admit that we did not read this note carefully, and that was our mistake.

At the same time, the hospital regularly handles insurance claims and had access to the same communication. We were never informed that the insurer had already indicated that robotic surgery would not be covered beyond the initial approval. Had we been informed, we would never have agreed to proceed with the robotic procedure.

After the surgery, despite repeated discussions and the hospital acknowledging that there had been a mistake in the handling of the insurance process, the issue remained unresolved.

During this period, my mother was medically fit for discharge but remained admitted because the billing issue had not been resolved. The prolonged stay caused her severe emotional distress. She became extremely anxious and started experiencing mild anxiety attacks. We repeatedly informed the hospital staff about her condition, but we were told that it was "not their liability."

As her son, I could not bear to see her continue to suffer physically and emotionally while there was no clear resolution in sight. Left with no practical alternative, we paid ₹70,000 to the hospital so that she could finally be discharged. We made this payment under immense financial and emotional pressure, especially as each additional day in the hospital was increasing our expenses. This was a situation we never expected to face and believe could have been avoided had we been properly informed before the surgery.

My mother underwent gallbladder stone surgery at Manipal Hospital, Bangalore.

Before the surgery, the doctor and hospital gave us two options: conventional laparoscopic surgery and robotic surgery. They explained that robotic surgery involved less cutting, less pain, and an easier recovery, so naturally we preferred that option.

However, we made one thing absolutely clear from the beginning: we could only proceed with robotic surgery if our health insurance covered it. We repeatedly told the hospital that we could not afford a ₹6 lakh procedure on our own.

The doctor assured us not to worry and told us that when the insurance company sought clarification, the hospital would confirm that robotic surgery was medically necessary. Based on these assurances, we agreed to proceed.

The insurance company initially approved ₹3 lakh before the surgery. We were under the impression that the remaining amount would be considered after the operation once the hospital submitted the required medical justification.

However, the hospital did not provide such a justification. Instead, they sent the insurer a comparison of the advantages and disadvantages of robotic surgery. In the insurer's approval letter, a note stated that robotic surgery was not medically necessary for this procedure and that no further amount would be approved.

We admit that we did not read this note carefully, and that was our mistake.

At the same time, the hospital regularly handles insurance claims and had access to the same communication. We were never informed that the insurer had already indicated that robotic surgery would not be covered beyond the initial approval. Had we been informed, we would never have agreed to proceed with the robotic procedure.

After the surgery, despite repeated discussions and the hospital acknowledging that there had been a mistake in the handling of the insurance process, the issue remained unresolved.

During this period, my mother was medically fit for discharge but remained admitted because the billing issue had not been resolved. The prolonged stay caused her severe emotional distress. She became extremely anxious and started experiencing mild anxiety attacks. We repeatedly informed the hospital staff about her condition, but we were told that it was "not their liability."

As her son, I could not bear to see her continue to suffer physically and emotionally while there was no clear resolution in sight. Left with no practical alternative, we paid ₹70,000 to the hospital so that she could finally be discharged. We made this payment under immense financial and emotional pressure, especially as each additional day in the hospital was increasing our expenses. This was a situation we never expected to face and believe could have been avoided had we been properly informed before the surgery.

​

My mother underwent gallbladder stone surgery at Manipal Hospital, Bangalore.

Before admission, we made it very clear to the hospital that we were completely dependent on our health insurance and could not afford treatment beyond what the policy covered.

The doctors gave us two options:

- Conventional laparoscopic surgery – around ₹2.15 lakh

- Robotic surgery – around ₹6 lakh

The hospital management repeatedly recommended the robotic procedure, saying it was more advanced, safer, and better for recovery. We expressed our concern about insurance multiple times. We were assured that the claim would be approved and proceeded only because of those assurances.

The insurance company initially approved ₹3 lakh. The surgery was performed four days later.

After the surgery, the insurer refused the remaining ₹3 lakh, stating that the initial approval itself mentioned that robotic surgery was not medically mandatory for this procedure, and therefore no further amount would be approved.

We confronted the hospital, and they admitted that this happened due to a mistake from their side. However, instead of resolving the issue, they are asking us to wait while they speak with the insurance company.

Meanwhile, my mother is medically fit but is still in the hospital. She has been having severe anxiety attacks because of this situation, and despite informing the staff repeatedly, they have said that this is "not their liability."

We have all the relevant documents, including the insurance approval, denial, and hospital records.

I am posting here to ask for help.

- Does anyone know someone in the senior management of Manipal Hospitals who can help escalate this?

- Does anyone know any government authority, health department official, or patient grievance contact who can intervene?

Any guidance or contacts would be greatly appreciated. We are currently stuck in the hospital with no resolution despite the hospital acknowledging their mistake.

​

My mother underwent gallbladder stone surgery at Manipal Hospital, Bangalore.

Before admission, we made it very clear to the hospital that we were completely dependent on our health insurance and could not afford treatment beyond what the policy covered.

The doctors gave us two options:

- Conventional laparoscopic surgery – around ₹2.15 lakh

- Robotic surgery – around ₹6 lakh

The hospital management repeatedly recommended the robotic procedure, saying it was more advanced, safer, and better for recovery. We expressed our concern about insurance multiple times. We were assured that the claim would be approved and proceeded only because of those assurances.

The insurance company initially approved ₹3 lakh. The surgery was performed four days later.

After the surgery, the insurer refused the remaining ₹3 lakh, stating that the initial approval itself mentioned that robotic surgery was not medically mandatory for this procedure, and therefore no further amount would be approved.

We confronted the hospital, and they admitted that this happened due to a mistake from their side. However, instead of resolving the issue, they are asking us to wait while they speak with the insurance company.

Meanwhile, my mother is medically fit but is still in the hospital. She has been having severe anxiety attacks because of this situation, and despite informing the staff repeatedly, they have said that this is "not their liability."

We have all the relevant documents, including the insurance approval, denial, and hospital records.

I am posting here to ask for help.

- Does anyone know someone in the senior management of Manipal Hospitals who can help escalate this?

- Does anyone know any government authority, health department official, or patient grievance contact who can intervene?

Any guidance or contacts would be greatly appreciated. We are currently stuck in the hospital with no resolution despite the hospital acknowledging their mistake.

​

My mother underwent gallbladder stone surgery at Manipal Hospital, Bangalore.

Before admission, we made it very clear to the hospital that we were completely dependent on our health insurance and could not afford treatment beyond what the policy covered.

The doctors gave us two options:

- Conventional laparoscopic surgery – around ₹2.15 lakh

- Robotic surgery – around ₹6 lakh

The hospital management repeatedly recommended the robotic procedure, saying it was more advanced, safer, and better for recovery. We expressed our concern about insurance multiple times. We were assured that the claim would be approved and proceeded only because of those assurances.

The insurance company initially approved ₹3 lakh. The surgery was performed four days later.

After the surgery, the insurer refused the remaining ₹3 lakh, stating that the initial approval itself mentioned that robotic surgery was not medically mandatory for this procedure, and therefore no further amount would be approved.

We confronted the hospital, and they admitted that this happened due to a mistake from their side. However, instead of resolving the issue, they are asking us to wait while they speak with the insurance company.

Meanwhile, my mother is medically fit but is still in the hospital. She has been having severe anxiety attacks because of this situation, and despite informing the staff repeatedly, they have said that this is "not their liability."

We have all the relevant documents, including the insurance approval, denial, and hospital records.

I am posting here to ask for help.

- Does anyone know someone in the senior management of Manipal Hospitals who can help escalate this?

- Does anyone know any government authority, health department official, or patient grievance contact who can intervene?

Any guidance or contacts would be greatly appreciated. We are currently stuck in the hospital with no resolution despite the hospital acknowledging their mistake.

​

My mother underwent gallbladder stone surgery at Manipal Hospital, Bangalore.

Before admission, we made it very clear to the hospital that we were completely dependent on our health insurance and could not afford treatment beyond what the policy covered.

The doctors gave us two options:

- Conventional laparoscopic surgery – around ₹2.15 lakh

- Robotic surgery – around ₹6 lakh

The hospital management repeatedly recommended the robotic procedure, saying it was more advanced, safer, and better for recovery. We expressed our concern about insurance multiple times. We were assured that the claim would be approved and proceeded only because of those assurances.

The insurance company initially approved ₹3 lakh. The surgery was performed four days later.

After the surgery, the insurer refused the remaining ₹3 lakh, stating that the initial approval itself mentioned that robotic surgery was not medically mandatory for this procedure, and therefore no further amount would be approved.

We confronted the hospital, and they admitted that this happened due to a mistake from their side. However, instead of resolving the issue, they are asking us to wait while they speak with the insurance company.

Meanwhile, my mother is medically fit but is still in the hospital. She has been having severe anxiety attacks because of this situation, and despite informing the staff repeatedly, they have said that this is "not their liability."

We have all the relevant documents, including the insurance approval, denial, and hospital records.

I am posting here to ask for help.

- Does anyone know someone in the senior management of Manipal Hospitals who can help escalate this?

- Does anyone know any government authority, health department official, or patient grievance contact who can intervene?

Any guidance or contacts would be greatly appreciated. We are currently stuck in the hospital with no resolution despite the hospital acknowledging their mistake.

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