Refund Scrpit ( First Engagement).
Dear Team.
Please see below our Refund script to be adhered to when responding to an enrollee's email for Refund.
1.
Identify the enrollee first by asking for the ID number. When the enrollee responds then replay with the email below if we cannot confirm any approval for the refund.
Dear Sir/Ma
Good -----------.
We acknowledge receipt of your email.
Please note that approval of refunds is primarily subject to the requirement stated below.
- Pre-notification by the member to the HMO (before any money is paid to the provider), except in cases of life-threatening emergencies which allow for notification within 48 hours.
Kindly indicate if the above condition was met. if yes, via what channel and briefly explain the event leading to you making payment and provide a code if one was given.
We await your response.
Thank you.
Best regards,
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