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Lizandre G

1 reviews | Active since Apr 2021

22 Apr 2021, 08:17

Bad careless service

I am Highly Disappointed in the service that has been given to us for the medical Insurance policy my son has been very ill from last week Monday already and tonight beginne at the ER again with him the people at your customer care service department is so extremely rude and unprofessional i mean if it was for me i would understand but my child really now and it is not condition that he had when we got the Insurance it started a week and half ago so what is the real problem you do not wait for my payment on the 25th of each month but you can't even help my child to be admitted to hospital BECAUSE YOU ARE MORE WORRIED ABOUT POLICY THEN HELPING A CHILD IN NEED !

This probleme beter get sorted out today or I am going to take this matter to the Newspaper's so that everyone can see how you don't care about peoples health only about the money

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Replies (2)
Affinity Health
Affinity Health's reply22 Apr 2021, 08:36
Official
Good Day Lizandre,

Thank you for bringing your concerns to our attention.
 
We will ensure that your complaint is escalated to our Complaints Department for further investigation and a Complaints Officer will be in contact with you. 

Kind Regards,
Affinity Health Management Team 

Affinity Health
Affinity Health's reply26 Apr 2021, 10:33
Official
Good Day Lizandre, 

We can confirm that a consultant was in contact with you to discuss the above concerns raised. 

Kindly note that waiting periods are standard on all policies. Please be advised that you are still within the 3 month waiting period for hospital admission. All hospital treatment is subject to pre-authorisation. We can confirm that our Pre-authorisation Department did assist you with providing casualty authorisation so that your son may receive medical assistance in casualty. 

Our Claims Department has received the accounts for your Son’s initial casualty visit as well as the follow-up visit which was authorised. Kindly note that both casualty accounts are currently in processing and will be settled in full. 

Please do not hesitate to contact us should you require assistance with a breakdown on how your benefits work. 

Kind Regards, 
Affinity Health Management Team