NHP apologises for healthcare service disruptions

Namibia Health Plan (NHP) and Universal Care have apologised to members and healthcare providers following disruptions linked to the transition to a new managed care system earlier this month.

In a joint media statement issued on Tuesday, the two organisations say the transition, which started on 1 April, was aimed at strengthening healthcare delivery through value-based managed care services.

The companies acknowledge that the implementation process caused challenges, including delays in claims processing, provider payments, pre-authorisations and telephone services.

“In some instances, members were required to pay cash for services. These claims are now being prioritised for reimbursement,” the statement reads.

NHP and Universal Care say they were engaging healthcare providers directly to resolve outstanding claims reconciliations and ensure valid claims are processed accurately.

The companies say member contact channels, including telephone lines, had shown increased stability, although intermittent delays could still occur because of high demand. They add that the claims backlog is expected to be cleared by 7 May, with payments being processed weekly.

This comes after the Namibia Dental Association raised concerns over the transition from Medscheme to Universal Care as administrators of NHP.

In an open letter dated 24 April and addressed to Universal Care managing director Dr Odwa Mazwai, the association cites poor communication regarding the handover process, difficulties with claims processing and long waiting times when contacting offices.

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