1 reviews | Active since Jul 2018
bad and shocking service
extremely disappointed with the service for the call centre each time I call I get the wrong information, Last week Thursday I called I spoke to Xavier ********** who promised to listen to a recording between myself and another agent called Busi who I spoke to on the 23 October 2018 between 16:30 to 16:58, I keep calling with regards to an issue I have as I happened to find out that I'm pregnant which I only discovered later at the moment I should be between 11 weeks pregnant Busi advised that after 3 months all I need to do is send the documents from the hospital and my delivery will be covered at a netcare hospital even confirmed in linksfield was one of your hospital I have since been awaiting feedback from Xavier who is no not replying to my issues at hand, this Is not the first time I have an issue with you guys I should have been on medical aid long ago but my account number was captured incorrectly I still called to find out whats going on I sent emails with the correct information but was still not done I had to keep running after you guys just to get it sorted causing me then to be delayed to actually get my medical insurance this is a service I am gladly paying for and all I want is answer if you are able to pull the recordings between myself and busi I can do so from my company phone as I called from a recording line. I need feedback and help asap, called again this morning and the agent was not able to assist my again this is definitely not customer service.
Good day Amanda
Thank you for raising your concerns with us.
Please be advised that you need to confirm your expected date of delivery with the pre-auth department by emailing your latest scan to ***.
Once received, we will be able to confirm whether the date falls within or out of the 12 month waiting period for the maternity benefit.
Please expect contact from a Complaints Officer shortly, who will assist you further.
Kind regards
Affinity Health Management Team
Good day Amanda
Thank you for raising your concerns with us.
Please be advised that you need to confirm your expected date of delivery with the pre-auth department by emailing your latest scan to ***.
Once received, we will be able to confirm whether the date falls within or out of the 12 month waiting period for the maternity benefit.
Please expect contact from a Complaints Officer shortly, who will assist you further.
Kind regards
Affinity Health Management Team
We thank you for your patient co-operation throughout the successful resolution of your complaint above.
We confirm that a Complaints Officer has provided the excellent support and service on par with the Affinity Health standard of resolving member's complaints according to the Treating Customers Fairly Policy, and your peace of mind has been restored.
Your policy has been updated to the original inception date, you have original waiting periods due to end soon, all benefits are being provided to you as per the Affinity Health policy terms and conditions you agreed to, and you are now free to lodge claims for the benefits you need for your pregnancy.
Your ongoing support is greatly appreciated.
Kind regards
Affinity Health Management Team
We thank you for your patient co-operation throughout the successful resolution of your complaint above.
We confirm that a Complaints Officer has provided the excellent support and service on par with the Affinity Health standard of resolving member's complaints according to the Treating Customers Fairly Policy, and your peace of mind has been restored.
Your policy has been updated to the original inception date, you have original waiting periods due to end soon, all benefits are being provided to you as per the Affinity Health policy terms and conditions you agreed to, and you are now free to lodge claims for the benefits you need for your pregnancy.
Your ongoing support is greatly appreciated.
Kind regards
Affinity Health Management Team