Medihelp Complaint

Previous report | Next report

SUPPLIER	Medihelp	INDUSTRY	Medical Aid
BRANCH / AREA	pretoria	COUNTRY	South Africa
TIME / DATE	11:27 Fri 30 Dec	PERSON RESPONSIBLE
CUSTOMER	oela	View all reports by user	1 2
PROBLEM	Unavailability	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Fri 30 Dec
HEADLINE	On Medihelp? Don't get sick or you might die.
Hi, I've been sick now for the whole week between Christmas and New Years. Fortunately, I originally argued, I'm on a medical aid scheme. To be specific the Necesse plan of Medihelp. On this plan you can only go to specific doctors on their network, which is okay since its the entry level plan. However, when I tried to find a network doctor on their website, the entire site was off for maintance for at least two days! Then I tried to call their call centre, but wait they're also closed until the 3rd of January! Eventually two days later when the website is back up again, the website is only semi-functional and there is still no sight of any list of network doctors. I tried calling almost every number in the contact us section, with ZERO success. Essentially its impossible to find any Medihelp employee between Christmas and New Years! Of course the irony is that from all my debit orders, Medihelp is ALWAYS first to take their membership fee. I really do hate insurance people! Add a new Medihelp Report Inappropriate report?
SUPPLIER'S RESPONSE	Medihelp	Time and Date	12:50:02 \| Tue 3 Jan 12
Hello oela, Thank you for writing to us. Medihelp would like to offer its 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
UPDATED RESPONSE	Medihelp	Time and Date	14:43:46 \| Thu 5 Jan 12
Hello oela, As telephonically discussed on 4 January 2012, Medihelp has sent communication to all the Necesse members informing them of Medihelp's brand new Necesse Network Locator, a service offered exclusively to our Necesse members, to help them to locate the nearest Necesse network doctor. This is achieved by smart technology that determines your cell phone's location and then identifies doctors in the area that the member may possibly use. A special communication letter dated 12 December 2011 was sent to all the Necesse members informing them with all the options to obtain authorisation in the time that the Scheme was closed for the festive season. An alternative number was given in the letter - 012 336 9005 - where members were able to get assistance from a dedicated group of employees on the premises. You confirmed that you did receive all communications electronically but at the time did not make use of this information. Kind regards Medihelp Customer Care
CUSTOMER'S FEEDBACK	oela	Time and Date	15:02:08 \| Thu 5 Jan 12
Indifferent: 1) I did receive the communication letter dated 12 December, but its not always possible to read all your e-mail in detail to the letter. I did read that specific letter afterwards and this location functionality is not mentioned, this letter was for authorization after the 9th consulation from your cellphone, assuming you already know the doctor. 2) Why could Medihelp not simply have put this alternative number on their main call centre number?