Health Insurance LAYA taking a lot longer to process day to day medical claims than before?

G

Ger1966

Registered User
Messages
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Has anybody else noticed that it's taking LAYA a lot longer to process day to day claims than it used to?

My policy was up for renewal in November and coming up to renewal I noticed that LAYA were processing my claims in a matter of days - so I was extremely impressed with them. A few examples are claim submitted on Sep 19 '24 was processed and paid on Sep 20 '24. Another was submitted on Nov 6 '24 and was processed and paid on Nov 7 and another was submitted on Nov 28 '24 and processed and paid on Nov 29 '24. I submitted another one on Jan 2 '25 and the app is saying that it'll be processed by Feb 6. I'm just wondering is this because I'm "locked in" for another year with them so they don't need to process mine as quickly as somebody who has a pending renewal date? I would hope not and just hope that it's down to the volume of claims that have been submitted to them post Christmas.

Would be interested to hear if others are seeing something similar?
 
I submitted a couple of claims recently and got dates that I thought were quite far out. But I can’t recall previous claims and what the original dates were for those. I do know they were usually processed in a few days. That is not happening now.

And yes my renewal is pending, I’m undecided
 
The only time I ever got far out dates for processing was when they were querying or checking the claim, in each case they turned down the claim at the end of the time. All qualifying ones I find are paid within couple of days.
 
some of mine have 30days leadin time, others closed with 3 weeks elapsed.
so defo dragging their feet.
S
 
I submitted one last night. My first one in 2025. I'll wait and see.......
Payment usually comes within a day or 2. But this time I did notice it says 'to be processed by 25 Feb 25'. I've never noticed processing dates before.
 
POC said:
I submitted one last night. My first one in 2025. I'll wait and see.......
Payment usually comes within a day or 2. But this time I did notice it says 'to be processed by 25 Feb 25'. I've never noticed processing dates before.
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Mine usually are processed within a couple of day but have noticed in the last year there were two that took a bit longer
One was a receipt for an eye test, took a couple of weeks for it to be processed
Just presumed that the delay was due to some internal audit of a claim, which I expect them to do with each and every customer at some stage
 
Wonder is it anything to do with changes under AXA control. The takeover was late '23 but they could be making their mark now.
 
I submitted a claim in mid December that has still not been processed by Laya. They were very quick in the past but no longer it seems. I wonder whether this is by accident or design?
 
Submitted 2 in the last few days, they were processed but incorrect refund applied. It’s head wrecking trying to get a response from Laya.
Anyone been able to use the Webchat? Website states that Webchat only active when staff available to man it (this means never!)…
 
I submitted some in December and they were paid this week. I contacted them asking when they'd be processed and was told they were very busy. We set up a new policy with them as they couldn't give the 5% discount over the phone. So we had to set up the new one online and cancel the old one. I thought this was the problem, but seems not. I did claim on the new policy this week and the claim was processed within a couple of days.
 
POC said:
The claim I submitted on Wednesday night, is already in my bank account.
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Nice on @POC. Can I ask if your policy is coming close to renewal if you renewed it when most people renewed around December / January?
 
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