27/08/2026
“I was cheated by the insurance company”
I believe many people have heard someone say this before.
One common situation is when a patient needs to be admitted to the hospital but the Guarantee Letter (GL) is not issued immediately.
Sometimes, the hospital may be asked to provide a MRI, CT scan, blood test, or other investigation results before the GL can be approved.
For example, an accident case that seems so straightforward, many people naturally ask:
“Why does the insurer have to make it so complicated?”
Based on my experience, there are a few reasons.
1️⃣ To verify the diagnosis and treatment
The insurer needs to make sure the initial diagnosis is consistent with the patient's symptoms and the proposed treatment.
Remember, the diagnosis at admission may not necessarily be the final diagnosis.
Further investigations such as X-ray, MRI or CT scan may provide more information and help doctors confirm the actual condition.
This also helps the insurer assess the case properly before issuing the final GL when the patient is discharged.
2️⃣ To prevent misuse of the medical card
In the past, there have been cases where medical cards were used mainly for investigations or examinations, rather than for medically necessary treatment.
A medical card is designed to cover eligible medical treatment according to the policy T&Cs — not simply any medical investigation.
So, when the insurer asks for additional medical reports or scan results before approving the GL, it doesn't necessarily mean they are trying to make things difficult.
Sometimes, they simply need sufficient medical evidence to determine whether the admission and treatment are covered under the policy.
Of course, if your GL is delayed or rejected, you have every right to ask why.
Don't just accept:
❌ “Insurance rejected.”
Ask:
✅ What is the reason for the rejection?
✅ What medical information is missing?
✅ Is it related to the diagnosis, medical necessity, or policy terms?
✅ Can additional medical reports be submitted for further assessment?
Understanding the reason is the first step to knowing what you can do next.
