Set up mediator for medical insurance claims

ON FRIDAY, I received a standard reply from my employer's medical insurers following a claim for a visit to the National Cancer Centre Singapore. Highlighted in a bold box were the words: "Copy of referral letter / As per our records, no previous visits to the above said hospital."

I wondered if it could have been better phrased. Why would I need a referral for treatment of a life-threatening disease? Also, I had been referred to Singapore General Hospital (SGH) by our company's in-house doctor.

A voicemail to a highly competent claims supervisor resolved the matter quickly. It was agreed that it was an "intra-hospital" referral and the claim would be processed.