'No excuse' for Southern Cross computer woes

By WAYNE THOMPSON

A computer expert believes Southern Cross Healthcare has no excuse for being caught out by its computer changeover.

Southern Cross blames a switch to a new system for a backlog of claims that has left patients and healthcare providers about $25 million out of pocket.

But the expert, who has installed similar systems overseas, said it was obvious that the new one did not receive the substantial changes to claim-processing that it needed. He did not want to be identified.



Southern Cross spokesman Dr Michael Ashby last night stood by his belief that some of the difficulties were unpredictable. He said everything was done to ensure the changeover was as seamless as possible.

Claimants continued to contact the Herald over the weekend. One of them, Alick Wilson, of Torbay, said he was awaiting payment of a $4000 claim, despite having obtained a "letter of prior approval" from Southern Cross for his operation.

Mr Wilson said if he received a visit from a debt collector acting for the private hospital he would argue that the letter meant the insurer accepted liability for the payments.

Dr Ashby said he did not believe that a hospital would take a step as dramatic and unnecessary as calling in a debt collector.