The complaints officer: tailored to each complaint

If you have a complaint about ZJCN then you can fill in the complaint form or send a letter. The complaints officer will respond in detail to your complaint in writing. They will explain what the rules are. There is a statutory time limit for handling a complaint. It is set at 6 weeks.

Is the information not clear? Then the complaints officer will speak with you. ZJCN is always looking at how it can further improve its services. For instance, ZJCN is always working on improving the website. So that every insured person can find good information.

The complaints officer at ZJCN takes every complaint seriously and explains the legislation and the rules to the best of their ability. They make every effort to resolve a complaint.

A medical referral entails quite a lot of logistics. ZJCN arranges the best possible accommodation. Nevertheless, occasionally the complaints officer of ZJCN receives complaints about the accommodation. For example, because there is no lift, whilst the insured is wheelchair-bound. Or because there is no kitchen, even though the insured needs one for medical reasons. There are also occasional complaints about the room. For example, because the room is not properly cleaned. The complaints officer discusses with the insured what the problem is. ZJCN then contacts the accommodation to look for a good solution. So that the stay of the insured is as pleasant as possible.

Sometimes an insured person complains because they need to sleep in 1 bed with their companion during a medical referral. ZJCN arranges accommodation for the insured and the companion according to set procedures. You and your companion may be given a standard double room. ARe you going on a medical referral and do you need to bring a companion with you? It is therefore important to think carefully about who is going with you.

The complaints officer tries to explain this as best they can when complaints are received about this. They handle every complaint meticulously.

The complaints officer of ZJCN occasionally receives complaints about the hospital. For example, about long waiting lists. Or because the insured has a different medical specialist every three months. Unfortunately, not all physicians can be at the hospital all year round. Do you have complaints about the hospital? Then the ZJCN complaints officer will refer you to the complaints department of the hospital. The complaints officer at the hospital will handle the complaint further.

The complaints officer at ZJCN occasionally receives complaints about transport during a medical referral. For example, about the flight. Sometimes insured parties fly on a small plane. They may find this an uncomfortable way of travelling. Or they had expected a larger plane. But especially from the Windward Islands, it is usually not possible to go on a medical referral with a large aircraft. Arrangements are in place on which days medical flights are operated. And with what type of aircraft. 

Sometimes you may be required to make stopovers on other islands during the flight. To pick up or drop off other insured people. This is something that is occasionally find annoying. ZJCN has set procedures for flights. So that care is arranged as efficiently as possible. Hence, you cannot pick on what day and via what route you fly.

Complaints are also received about transport at the destination. ZJCN only arranges transport between the airport, hotel, and hospital. If the insured requires transport to, for instance, a shop, then they need to arrange and pay for this themselves.

The complaints officer tries to explain as best they can what the legal rules are. ZJCN must comply with these rules.

Sometimes insured want to choose where they receive treatment. For example, in the Netherlands. Or in Colombia. The complaints officer of ZJCN occasionally receives complaints about this. If the care can be given in Bonaire, Aruba or Curaçao, for example, you cannot go to the Netherlands. These are the legal rules that ZJCN must adhere to. The closer to home, the more convenient it often is for the insured too. They have to travel less.

Occasionally, people also want to be on referral for longer than medically necessary. For example, to be able to also go on a holiday. Unfortunately, this is not possible. You can only be reimbursed for the days when you need medical treatment.

The complaints officer does what they can, but must always comply with the RAZ BES legislation. The Regeling Aanspraken Zorgverzekering BES (Healthcare Insurance Claims Regulations BES).

The complaints officer at ZJCN occasionally receives complaints about the per diem allowance. For example, if it takes a little longer for the per diem allowance to be transferred. In the case of an unexpected medical referral, the insured sometimes has to leave the very next day. ZJCN then transfers the per diem allowance to the bank account of the insured as soon as possible. But sometimes it takes a few days before the per diem allowance is credited to the account. This depends on the bank account, for instance.

Complaints are occasionally received about this. The complaints officer then tries to explain why it can sometimes take a while for the per diem allowance to be transferred. So always make sure that ZJCN has the correct (bank) details for you!