After a cancer diagnosis, the insurance claims start before you've even had a moment to collect yourself. I'd already received the diagnosis benefit and a premium waiver from two companies and finally caught my breath, when I went back through my policies and realized a third one I'd signed up for should qualify for a waiver too. So I filed the claim. The answer that came back threw me a little. They said my "diagnostic evidence was insufficient" and asked me to hand over the payout records I'd already gotten from the other insurer.
A request like that makes anyone hesitate. What does how much I received elsewhere have to do with this company's review? And do I really have to lay all of that bare for them? Here's the bottom line: an insurer asking for objective diagnostic documents in order to conduct a proper review is something the policy generally allows. But "let me see how much the other company paid you" is a different matter entirely.
The crux is figuring out what the company actually wants to confirm. Whether it's a premium waiver or a diagnosis benefit, what they ultimately need is whether you met the diagnostic criteria set out in the policy. That's established through medical evidence — a biopsy report, a medical certificate, your medical records — not by how much landed in another company's account. So when you're asked to hand over another insurer's payout records in full, the first step is to ask in writing exactly what they're trying to verify with that document.
If you've already sent a screenshot of your special co-payment registration and you still hear nothing back for a long while, it's hard to tell whether the company is just slow or whether they want more documents. In a case like this, don't keep everything to phone calls — ask them to tell you in writing, with a deadline, exactly what's missing and why your claim is on hold. Phone calls fade from memory, but anything put in writing becomes evidence later.
If your payout still gets delayed on the logic of "you already got paid elsewhere, so there's no basis," don't carry it alone — I'd recommend getting help through a complaint to the financial supervisory authority or an insurance-related counseling channel. If your diagnostic evidence is clear and they're nitpicking over whether another company paid out, there's plenty of room to make the case objectively.
Even with the same situation, the answer can change depending on your policy wording and the specifics of your diagnosis, so it's worth taking your own policy and medical certificate to a professional and having them go over it once.