Dear Editor,
It seems like the mission of the NIS is to frustrate contributors to the point where they do not submit claims just to avoid the unpleasantness of the process. Last year, I submitted one claim for a routine outpatient visit after 9 years of no submission, and as expected I was faced with the silly excuse that the doctor’s handwriting was bad. After my matter was published, with the title ‘I found this NIS directive unreasonable and a waste of my time’ (SN, 20/10/2023) my claim with the legible yet so-called poor handwriting by NIS standard was processed. Now, I face new frustrations with a new claim, poor handwriting is not one of the excuses this time.
On Monday, 11th March 2024, I visited the NIS Melanie Local Office and gave my claim for an outpatient visit to the clerk. After a few minutes, I was told that the nurse wanted to see me. This nurse informed me that I must submit several documents before they can process the claim. I did not agree with what she said and made my feelings known to her. Firstly, she claimed that the NIS does not reimburse for ‘Health Checkup’ which was the broad label given to the individually listed tests on the receipt but said that since I was given a diagnosis, they will process the claim provided that I submit the lab results for each test.
I told her that I didn’t agree with this condition. Why should I turn over my confidential, detailed medical information to the nurse, clerk and others who would look at the claim at the NIS? I view this request as an invasion of my privacy and unnecessary especially when the doctor already stated the diagnosis on the NIS form, the tests administered are listed on a receipt and the medication prescribed on another receipt. If the NIS has doubts about a contributor’s claim, then it should contact the hospital or doctor. On principle, I will not give my medical records to the NIS for a routine outpatient visit.
Then the nurse pointed out another so-called problem. She said that if the medication costs more than $1,500 Guyanese dollars the contributor must produce a prescription and that this is the policy of the NIS! After the doctor explained the lab results, diagnosis and treatment to me I was told to go the pharmacy located in the hospital. There I paid $1,890 and received my medication along with the receipt which stated my name, the product name and other related information, this is the only paper I received regarding my medication, and this is what I submitted to the NIS. Additionally, all my receipts contained information such as my name, address, DOB, doctor’s name, bill number etc. I don’t know what sort of prescription the NIS expects me to produce.
Lastly, she complained about the quality of the receipt paper from Dr. Balwant Singh’s Hospital and said that I must submit copies because the ink will fade eventually. I see this request as further inconvenience. If at the moment when I submit my receipts the items on it can be clearly seen why should I be held responsible for the ink eventually fading? Why should I be forced to leave the compound in search of a photocopying shop then having to return another day? These NIS offices exist to serve the contributors, if the employee feels that the ink on the receipts will fade a few days or week after submission then he/should make copies since at the time of submission the receipts were in perfect order. This service should be included as part of customer service.
After I told the nurse that I did not agree with her requirements for processing my claim and will not submit myself to the inconvenience, I requested her name. She refused to identify herself. She said that I was threatening her. I don’t see how asking for the name of a government worker who is on duty and attending to me can be construed as making a threat against that person. If the nurse feels that she is operating in the correct manner, then why should she fear telling me her name?
After my interaction with the nurse was over, I requested an NIS receipt for my claim which they kept. I was then handed the claim instead of a receipt by someone whom I assume is a clerk since she also refused to identify herself. I asked her why the accounts clerk and the Deputy Regional Executive Officer of the RDC Region 4, filled, signed and stamped my NIS form for Sickness Benefit if it was going to be rejected by the NIS. She said that maybe they are not aware of the procedures. Does this seem make sense?
Editor, the entire process to submit a simple claim to the NIS is burdensome for the contributor. After visiting the doctor, one has to visit the RDC on Wednesdays only where the accounts department examines the claim and fills out additional paperwork then it has to be checked, signed and stamped by the regional authorities. And finally, when one arrives at the NIS office, as is expected the clerks and/or nurse are never satisfied with what is submitted. The ‘poor handwriting’ excuse was usually thrown, and one had to revisit the doctor and face further inconvenience now new issues emerge to block the processing of the claim.
Given its propensity to hassle contributors, refusal to process claims for silly reasons and the norm of missing records showing contributions the NIS is viewed by some as nothing more than a scam. From my own experience I feel that there are no real short-term benefits to be had, it is just a mandatory monthly deduction that (may) be of benefit if one attains the age of 60.
Sincerely,
Narissa Deokarran
