The National Health Insurance Authority (NHIA) has issued a strict directive to Health Maintenance Organisations (HMOs) across the country, warning that patients under any health insurance scheme must not be made to wait more than one hour before receiving medical attention at healthcare facilities.

The announcement was made by the Managing Director and CEO of Ultimate Health Management Services, Otunba Lekan Ewenla, during the firm’s 14th Annual General Meeting in Abuja. 

Ewenla, who is also a former member of the NHIS governing council, said the new mandate follows a sharp increase in complaints from enrollees over long delays and neglect at hospitals.

“Patients have reported spending hours, sometimes the whole day at hospitals without being attended to. This is completely unacceptable,” Ewenla said.

“The NHIA has now capped the waiting time at a maximum of one hour.”

He likened the NHIA’s function to the regulatory roles of the Central Bank in finance and PENCOM in pensions, stressing the agency’s duty to enforce standards and protect patients’ rights.

Ewenla said Ultimate Health Management Services had already exceeded the NHIA benchmark, boasting a current average patient wait time of just 10 minutes. “We are pushing this further to five minutes,” he said.

He attributed the success to the deployment of advanced health management software and a pre-booking system that alerts hospitals in advance of patient visits. 

“We even place reminder calls to hospitals on the day of each appointment. Healthcare must be treated with the seriousness it deserves,” he added.

Ewenla also announced a new initiative targeting Nigerians in the diaspora, allowing them to enrol their ageing parents and dependents in structured health insurance plans. 

“Many send money for healthcare, but one-off remittances often fail due to lack of follow-up,” he said. “This system solves that problem.”

The pilot programme has already begun in the United States, with engagements held at the Nigerian Consulate in Atlanta, and outreach extended to Nigerian churches, mosques, and stores across the diaspora.

Despite progress, Ewenla said systemic attitudes still pose a challenge. “Nigerians tend to disregard rules, whether it’s traffic laws or healthcare protocols. That mindset must change,” he said, pledging continued collaboration with regulators to address the issue.

Also speaking at the AGM, the Chairperson of Ultimate HMO’s Board, Mrs. Angela Ajala, warned against the growing trend of delayed claims settlements by some HMOs and urged all operators to prioritise the welfare of enrollees.

“At Ultimate HMO, prompt claim settlement is non-negotiable. 

That is what keeps the system credible,” she said. Ajala also called on healthcare stakeholders to embrace innovation and address emerging challenges, including mental health, telemedicine, and support for children with special needs.

“The expectations of patients are evolving. We must evolve with them,” she added