Medihelp Conversion
 SUPPLIER |
Medihelp |
 INDUSTRY |
Medical Aid |
| BRANCH / AREA | sms/calling centre | COUNTRY | South Africa |
| TIME / DATE | 16:04 Sat 3 Dec | PERSON RESPONSIBLE | sms/calling centre |
| CUSTOMER | evanza1 | View all reports by user |
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| PROBLEM | Call Centre!! |
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| INCIDENT | Sat 3 Dec | ||
| HEADLINE | sms for GP visits pathetic! |
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2pm on a Friday afternoon. having to make an emergency visit to my GP, and sms'd twice (after no response the 1st time)... for the pre-authorisation. Called it in on the Monday, the authorisation department was already closed. got through the Tuesday, complaining that i had no response after 2 Sm's's the Friday on my way to my GP, and I'm afraid they will not cover my GP visit..... they said they would "check the system" Now the scheme does not wan to pay my GP's claim.... I think this new procedure is pathetic and DOES NOT WORK!!! |
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| SUPPLIER'S RESPONSE | Medihelp | Time and Date | 07:53:08 | Mon 5 Dec 11 |
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Hello evanza1, Thank you for writing to us. I would like to offer my sincerest apology for the inconvenience and frustration you experienced in trying to obtain the necessary authorisation for a visit to your doctor. Your complaint was however 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 | 14:08:42 | Tue 6 Dec 11 |
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Hello evanza1, As telephonically discussed on 5 December 2011, it was confirmed that upon receipt of your complaint your enquiry was investigated by the Scheme and that the necessary authorisation for the visit to your doctor was approved. Medihelp also notified you per SMS on 5 December 2011 of the approval. The claim was resubmitted for benefits and details of the transaction will be reported on your next summarised statement. Kind regards Medihelp Customer Care |
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| CUSTOMER'S FEEDBACK | evanza1 | Time and Date | 13:19:08 | Mon 12 Dec 11 |
| Over the Moon: One phone call, and all was sorted. Thank you medihelp for listening. | |||
Relevant content (Last 5 Call Centre!! Problems)
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(( • )) Supplier's response | ||
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