AAR and hospital ‘treated me harshly’ in my hour of need

By Job Weru

NAIROBI, KENYA: She could be described as a one-time successful woman, whose star began shining after joining media giant, the British Broadcasting Corporation (BBC) for training.

Ms Ruth Sempeyo Nangurai, now, 65, rose and made history as the first African television presenter. She left the then Voice of Kenya (VOK) and joined International Business Machines (IBM), as personal secretary to the company’s director. 

Since she did not have requisite qualifications as a personal secretary, Nangurai enrolled for basic courses.

“I did not know I would grow to become personal secretary to several managing directors of renowned companies, some of them multi-nationals,” she said, her broad smile, lighting up her sitting room, during our interview.

But as fate would have it, her success was rudely interrupted and turned to misery one day while in her office. The story would extend to hospital where she believes doctors conducted a bungled operation, and a further premature withdrawal of the prestigious health insurance scheme she was enrolled to.

“I was working with the International Organisation for Migration where I was attached to the local representative from Geneva. I was then promoted to a Personnel Officer and it was during my tenure that I fought for workers rights and enrolled them on a medical insurance scheme with AAR Health Services,” she said.

Surgical oeration

She continued: “One day as I was working in my office, I developed health complications. I felt weak and unable to stand. I called my colleagues to lift me from my seat and take me to hospital.”

This was the unprecedented start to her tribulations. She was taken to Dr Kisioka based at Sarit Centre, Nairobi, where she was diagnosed with a nerve disorder.

“I was then taken to Nairobi hospital, where a Dr Musau prescribed a surgical operation, which I was initially opposed to,” she said.

She preferred alternative treatments, but the medic convinced her a multiple operation on her spinal cord and a bone transplant derived from her hip to the backbone would assure good health.

“He convinced me and I was taken to theatre at the Nairobi Hospital on July 21, 2001,” she said.

Nangurai was discharged after three weeks, but she developed complications and pains on her lower back. She was in ill health and had pain in her back. She went back to Dr Kisioka who gave her some drugs, although she later sought advice from another doctor.

“Dr Macharia referred me to another medic, Prof Wasuna. Prof Wasuna who shocked me when he told me the initial surgery was not conducted the right way. He conducted an X-Ray which I took to Dr Macharia and then to Dr Musau,” she said.

But what surprised her further is the medic’s reaction after she raised the issue. He told her he could conduct another surgery to rectify the problem, and went further to book her for surgery on January 2002.

“But I notified Dr Macharia, who then referred me to another neurologist, Dr Kioy. Kioy was very surprised and quickly asked me; ‘Are you going for Olympics for you to be operated on again?’” she said.

According to Nangurai, Kioy disapproved the surgery and recommended physiotherapy. But the problem did not cease. She started feeling hazy and in unbearable pain. In 2004, she was readmitted for three weeks to Nairobi Hospital for physiotherapy, and after her discharge, she retreated to her home in Nanyuki town, for care from her daughter.

“My health insurer, AAR Health Services also advised me they have agents, Dr Njoroge and Cottage Hospital and I would be getting treatment from any of them,” she said.

All this time, Nangurai’s health bills were being paid by AAR Health Services, until April 9, 2010 when she developed more complications and sought specialised treatment at Nairobi Hospital. This marked the start of a hybrid problem, courtesy of an insurance company, she paid over Sh180,000 in annual premiums.

She called AAR and informed them she wanted evacuation to Nairobi, but they told her they could not provide transport from Nanyuki town. They advised she seek treatment at Cottage Hospital. “I called Safarilink Air Company and booked a ticket.” But the company provided an ambulance to pick her from Wilson Airport to Nairobi Hospital.

In the course of her stay in hospital, she received correspondence from AAR, saying the health insurer would not pay for her treatment.

A letter dated October 18, 2010, sent to Nairobi Hospital by AAR Care Assessor, Josephine Wathika quoted: “Please be advised that the above member of AAR Services was admitted to hospital on September 20, 2010. AAR health Services will not be responsible for the hospital and doctor’s bills for the hospitalisation with effect from October 19, 2010’.

And on November 2, 2010, she was sent a letter by AAR, which indicated the company would not renew her membership. But on February 2, 2011, she received another letter lifting the company’s decision. “....you have been a member since 1998. We would like to express our sincere appreciation to you for the enthusiastic support over the years,” it read.

Legal action

It further said she could renew her Gold inpatient and outpatient cover, which covered her to a maximum of Sh10 million. “But they had reviewed my renewal premium to Sh442,906 from the previous Sh180,000,” said Nangurai.

“I paid the new rates on February 25, 2011, but barely three months later, they wrote to Nairobi Hospital and instructed they will not be responsible for my bills, starting November 25,” she said.

Despite her deteriorating health and increased annual premium, Nangurai received a letter on November 23, 2011, which indicated the insurer would not renew her membership for the year 2012. The letter was written by M. Mungai, the Health Portfolio Manager with AAR.

“I called and even sent them letters asking why they decided to take such punitive and ungodly actions, but they told me it was a management decision,” she recalled.

“I have suffered a lot at the hands of a company and a hospital I used to pay, and I want them to know I will never forgive them. I am now in a wheelchair and still very sick, while they treated me badly,” she said, adding she is considering legal action against the institutions.

Our efforts to get a comment from AAR Health Services were fruitless.