Medihelp Conversion
 SUPPLIER |
Medihelp |
 INDUSTRY |
Medical Aid |
| BRANCH / AREA | National | COUNTRY | South Africa |
| TIME / DATE | 12:07 Fri 27 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | liezelhaar | View all reports by user |
 1
 1
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| PROBLEM | Fee structure |
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| INCIDENT | Fri 27 Jan | ||
| HEADLINE | Not accepting proof if income |
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| In 2011 I received information from Medihelp to say that as of 2012 the Necesse health plan rates will be determined according to your income and if you fall in a lower income bracket then your fees will be less. In July 2011 my husband got retrenched, but despite this we continued to pay the highest necesse income bracket as we could only change in January 2012. When he then got a job at the end of November 2011 he was earning R5000.00 less and when I then submitted his one payslip for November and letter of employment from his employer on a company letterhead, they told me this information of proof of income is insufficient, they want 3 payslips. The more I explained that he has only got one, the more they wanted 3 payslips and letter of employment. then I send a 2nd Letter of Appointment, indicating starting date at the company and when his contract expires and salary - they keep on asking for 3 payslips and letter of employment. As a result of this they have thrown us into a higher income bracket and our fees will increase with R466.00 from last years fees and will be R696 more than if my husband's income was in the correct bracket. Needless to say I am changing medical aid. | |||
| SUPPLIER'S RESPONSE | Medihelp | Time and Date | 12:15:08 | Fri 27 Jan 12 |
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Hello liezelhaar, Thank you for writing to us. Your complaint was referred to our client service department for investigation and a consultant will contact you in this regard. Kind regards Medihelp Customer Care |
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| UPDATED RESPONSE | Medihelp | Time and Date | 09:28:19 | Mon 30 Jan 12 |
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Hello liezelhaar, As telephonically discussed on 27 January 2012, Medihelp confirmed that the initial proof of income documentation received by the Scheme was insufficient and Medihelp was therefore unable to determine Mr Haarhoff's subscription for 2012, on the lower income bracket. Upon receipt of the revised letter from your spouse's employer to confirm his date of appointment, Medihelp recalculated Mr Haarhoff's subscription and it was amended to the subscription payable on the lower income bracket. Subscriptions received on the higher income bracket for January 2012 will only be refunded to Mr Haarhoff, once it was established that the debit order for January 2012 was submitted successfully. Kind regards Medihelp Customer Care |
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| CUSTOMER'S FEEDBACK | liezelhaar | Time and Date | 07:38:08 | Wed 1 Feb 12 |
| Quite Impressed: They contacted me within 1 hour and gave me a specific person's email to send all of the information that I had to. I did so and she contacted me within 30 minutes and had it all updated and approved. Thank you for handling it so quickly. It seems the problem is a general call centre that receives information and then often get caught in the red tape and cannot make decisions on matters out of the norm, or do always know where to send correspondence to. Thank you | |||
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