"No support"

I recently could not travel a booked holiday but due to having pneumonia and a 10 day hospital stay I had to cancel my holiday.

I needed the surgery to complete a firm for the insurance and spent time completing it all for the doctor to help save them time.

When giving the form to the receptionist they told me it will take 6 weeks for the doctor to look at it.

I thought at the time it was excessive but if that was the process of the surgery then so be it.

I was told if I was lucky it might take 4 weeks and should contact them then if it was ready.

I waited 4 weeks, contacted the surgery but it was not ready. Knowing that their process was 6 weeks I accepted this politely and no offending anyone.

Now when the 6 week period arrived it was still not ready.

It’s disappointing that they say their process is 6 weeks and they have failed to meet their own process timescales.

So I used Anima to contact them about this - what a waste of time Anima is.

I asked when I will receive the completed form and they replied they did not know but it would be done as quick as it can.

Quick as it can is no end date - this could be hours, days, months or years which is nothing short of ridiculous.

Further more my Anima request was marked as closed, meaning my request for a date was closed when in fact they did not give me a date and it should have been marked as in progress. Having worked in a professional back ground to close a question without the answer the action would never be closed and left open until the answer was given. So I find their Anima professionalism as very poor.

I am a stage 4 cancer patient and this is causing me additional stress and also the insurance claim is for about £3K which is not a small amount of money and not having this is also causing me additional financial stress.

The context of my review is as follows;

1) Failing to deliver their services in the timescales as promised

2) Creating additional stress to a stage 4 cancer patient

3) Failing to follow own stated processes which is causing financial worries to a stage 4 patient.

4) Anima replies are just being marked as closed without answering the questions properly. I suspect that they are measured on this so the priority is to close the request and not mark it as in progress.

Does this cause me distress, well I am writing this at 3:20am when I should be sleeping and getting rest, so yes this is causing me distress.

I have looked on their website about any details about timescales to sign an insurance document but I cannot find it, maybe they can send me the url to the exact page (not website but exact page) where this might be quoted.