Dear Team,
I am writing to formally escalate my concern regarding the handling of my maternity package booking at Cloudnine Hospital, Dwarka Branch.
On 18th May 2026, I paid an advance amount of ₹10,000 towards the delivery package after detailed discussions with your team regarding coverage under my corporate insurance policy. During these discussions, I was specifically informed that although my Bajaj insurance policy was not directly empaneled with the hospital, a TPA would assist in facilitating the insurance process.
Based on this information, I proceeded with the advance payment and continued discussions with your representative, Mr. Ankit Negi.
However, on 5th June 2026, I received a call from a company named "We Assist." To my surprise, I discovered that this company is not a TPA but a medical loan provider. This raises serious concerns because at no point was I informed that I was being referred to a loan provider instead of an insurance facilitation partner.
I fail to understand:
Why was a medical loan provider presented as a TPA?
Why would I require a medical loan when my purpose was to explore insurance coverage?
Why would I be expected to provide mandate authority or financial consent to an unrelated third-party company?
Furthermore, during the same interaction, I was informed that Cloudnine does not have a ROHINI card. Upon checking with my company's corporate insurance team, I was informed that without the required empanelment and documentation, they would neither approve a pre-authorisation request nor process reimbursement.
Had the correct information been provided to me on 18th May, I would never have proceeded with the booking or paid the advance amount.
Today, 6th June 2026, I contacted Mr. Ankit Negi regarding this issue. Instead of receiving a resolution, my call was transferred to an Operations Head who informed me that only ₹9,000 would be refunded in 10 days and ₹1,000 would be deducted.
I strongly object to this deduction.
There has been absolutely no error, cancellation, or change of decision from my side. The situation has arisen solely because incorrect and misleading information was provided by the hospital regarding insurance support and empanelment status. Therefore, it is neither fair nor justified to impose any deduction on my refund.
I request the following:
Immediate approval of a full refund of ₹10,000.
Written clarification regarding why a medical loan provider was represented as a TPA.
Confirmation of the refund timeline.
Review of the communication provided by the concerned staff members to prevent similar issues for other patients.
I expect a prompt resolution and written response at the earliest.
Regards,
Sahil Sachdeva
Mobile: 9717683483
Patient - Dipanjali Dubey