PRS Hospital review: Insurance and loan app scam

I am writing to formally raise a serious concern regarding the unacceptable handling of our discharge and insurance processing by the insurance coordination staff.

Our discharge process has been unnecessarily delayed due to repeated claims that the insurance approval remains “under processing.” Despite multiple follow-ups, there has been little transparency, no clear communication, and no proactive effort from your staff to resolve the matter in a timely manner.

What is even more concerning is that, instead of facilitating a proper resolution or providing accurate updates, your staff directed us to avail Aldun an “express discharge service” as an alternative. We later discovered that this so-called service is in fact a third-party loan provider arrangement and not any internal services.

This is deeply troubling for several reasons:
* We were not clearly informed that this was a financial loan arrangement and not an actual hospital-supported discharge facilitation service by the insurance staffs before guiding us to their service desk.
* Presenting this as a solution while insurance processing is allegedly delayed creates unnecessary pressure on patients and their families during an already stressful time.
* It raises serious ethical concerns regarding whether patients are being misled into financial commitments with 18% interest rates unknowingly due to administrative inefficiency or intentional delay.

When we raised these issues directly with the insurance team and sought clarification, their response was met with sheer ignorance and arrogance. Instead of addressing our concerns professionally or offering any genuine assistance, our queries were dismissed with an indifferent attitude, causing further frustration and distress during an already difficult time.

More troubling still, shortly after we raised our concerns regarding the delay and questioned this referral, within minutes we received confirmation from our service provider on insurance approval. The timing of this communication is highly questionable and difficult to view as mere coincidence. This sequence of events raises serious concerns regarding the nature of coordination between your insurance staff and this external financial service provider, and whether patients are being steered toward financial products under pressure created by delayed discharge processing.

During the discharge process, we observed what appears to be a recurring pattern involving other inpatients whose settlements were being processed through insurance. In multiple instances, patients facing insurance-related processing delays were directed toward Aldun, often citing “processing delays” or similar reasons.

What is particularly concerning is that we observed PRS staff whose family was admitted were never similarly instructed to contact or involve the Aldun team. Instead, they were advised to wait for the insurance company to complete processing. This apparent inconsistency in how patients are being guided raises serious questions regarding transparency, fairness, and the basis on which certain patients are being referred to a financial service provider while others are not.

Patients and their families place trust in your institution during vulnerable circumstances. To be directed toward financial borrowing under unclear representation is unacceptable and reflects poorly on the hospital’s standards of patient care and integrity.

We expect this matter to be treated with urgency and seriousness. If no satisfactory response is provided, we will be compelled to escalate this complaint to higher regulatory and consumer grievance
financial commitments.