Medihelp Complaint
 SUPPLIER |
Medihelp |
 INDUSTRY |
Medical Aid |
| BRANCH / AREA | Customer care | COUNTRY | South Africa |
| TIME / DATE | 11:43 Thu 26 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | juanitavdm | View all reports by user |
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3
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Tue 24 Jan | ||
| HEADLINE | Unexpected increase in premium for membership |
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| End of 2011 I received via post a letter stating that I must give them proof of income for the calculation of rates for the next year (2012) premiums. I sent them a letter from my HR manager stating what my basic income is. My income level is just below the maximum amount for that level, before I fall into the next income bracket. I received a letter stating that my premium is still in the first level of low income and therefore I must only pay R180 more. Now after nearly two months, at the end of the month, I received a SMS stating that they didn't receive my proof of income and that my new premiums is now placed into the next level of income which gives a R510 difference. After telephone calls after the other, it was told that my bruto income was based on my basic salary plus my overtime, but the more I tell them that my overtime is not a fixed income and that it varies each month. Surely they can understand that you don't work on overtime and that is it not the same every month. At the end of the month I must now sit in a crisis of how I am going to pay this extra money that I never budged for. Money that I don't have, money that I cannot afford. What am I to do? | |||
| SUPPLIER'S RESPONSE | Medihelp | Time and Date | 13:13:18 | Thu 26 Jan 12 |
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Hello juanitavdm, 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 | 08:26:53 | Fri 27 Jan 12 |
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Hello juanitavdm, As telephonically discussed on 26 January 2012, Medihelp confirmed that the monthly income is defined as the gross monthly income before any deductions of the member or in the case of a member who does not have an income, such gross monthly income before any deductions of the person who pays the member's subscription, in terms of the Medihelp Rules. During your telephone conversation with Medihelp on 7 December 2011, you requested a composition of your January 2012 subscriptions. The document issued by the Scheme reflected your monthly subscription applicable at that time. Medihelp received your proof of monthly income on 24 January 2012 and your monthly subscription for 2012 was calculated accordingly. Your request to pay special membership rates cannot be adhered to in terms Medihelp's Rules and the Medical Schemes Act, 1998 (Act No 131 of 1998), which also prohibits schemes from determining their premiums in such a manner. You also indicated that you wish to terminate your membership of Medihelp where after a termination of membership form was sent to you per e-mail. Kind regards Medihelp Customer Care |
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| CUSTOMER'S FEEDBACK | juanitavdm | Time and Date | 14:11:03 | Wed 8 Feb 12 |
| Indifferent: I would like to thank Hello Peter to give feedback. After Medihelp contacted me and inform me of their investigation. My decision was to still go ahead in cancelling my medical aid due to the increase which I cannot afford. Sadly I'm without medical aid now but are looking for more afordable aid to accommodate me. I think that rules are unfair to add an income which is not fixed and not guaranteed each month. Maybe there are people who can afford it, but I'm surely not one of them. | |||
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