Hi, I think I need LYN members to help me out with this case. 2 days ago, my child was admitted (because of acute bronchitis) to a private hospital, which is one of the many Prudential's panel hospital. I bought this policy end of July 2018.

Before my child was admitted, I contacted my agent to double confirm whether my child was eligible to use the medical card. The agent mentioned many times it has been more than 30 days since the waiting period is over. So without any hesitation, I registered my child at the admission counter.

The medical card was declined. So, I just proceeded with registration anyway because of my child's condition. I told my agent what was going on and she was clueless for a moment. I, of course was not happy with this situation.

Later that day, she called me back and informed that there is this policy of 90 days investigative period (??????). The insurance company needs to see and screen this case before proceeding to claim. (Why was I not informed by the agent before this? is she not a competent agent?)

I called the customer care line, (let's call him Paul), Paul said my child's policy is not under Hospital Alliance whereby the policy needs to be at least 90-day old in order to use the medical card. If it's still under 90 days, and more than 30 days waiting period, I can reimburse the claim.

So, my questions here are:

1) Is my agent competent? It seems that she is clueless what is going on.

2) Maybe Paul is not competent?

Any Prudential insurance agent can give some feedback on this matter? Thank you.

Thank you for the input and reaffirmation Roy. Appreciate it very much.