Medihelp Conversion
 SUPPLIER |
Medihelp |
 INDUSTRY |
Medical Aid |
| BRANCH / AREA | Head Office | COUNTRY | South Africa |
| TIME / DATE | 15:42 Wed 3 Aug | PERSON RESPONSIBLE | |
| CUSTOMER | Sally G | View all reports by user |
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| PROBLEM | Call Centre!! |
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| INCIDENT | Wed 3 Aug | ||
| HEADLINE | Pre Authorisation |
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| I sent an email (with a referral letter from my GP) on the 30 June 2011 for authorisation for a specialist visit. I got a phone call on Friday (29 July) to let me know that I could make an appointment to see the surgeon. I made the appointment for the 4 August and phoned Medihelp on Monday to let them know. I was told that I needed a ICD 10 code I phoned back and was told the code was wrong. As soon as I had a new code I tried to get hold of Medihelp after sitting on the phone for 36 minutes waiting for it to be answered I put the phone down. I tried again and after 30 minutes waiting my call was answered, I was told that the code was still wrong but she knew the correct one! So why did I spend a total of 2 hours waiting if they already knew the correct code? My broker has now informed me that they will not have authorisation by tomorrow and I will either have to cancel my appointment or pay for it myself and claim it back if authorisation is given. I realise there is a procedure to follow and with me being a new member it will be even stricter but why does it take so long? My GP thinks I have a Parotid Gland Tumour, thanks Medihelp for making a stressful situation even worse! | |||
| SUPPLIER'S RESPONSE | Medihelp | Time and Date | 07:40:49 | Thu 4 Aug 11 |
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Hello Sally G, We apologise for the inconvenience. A Medihelp client service consultant will contact you to assist you. Kind regards Medihelp Customer Care |
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| UPDATED RESPONSE | Medihelp | Time and Date | 09:57:48 | Thu 4 Aug 11 |
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Hello Sally G, As confirmed with our client service consultant you have been provided with a reference number for the mentioned services. Kind regards Medihelp Customer Care |
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| CUSTOMER'S FEEDBACK | Sally G | Time and Date | 10:34:29 | Fri 5 Aug 11 |
| Quite Impressed: Thank you for supplying the reference number. | |||
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(( • )) Supplier's response | ||
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