Horrible service and they don’t care about customers

My experience with Affinity Health has been extremely disappointing. Their service is very poor, and I would not recommend their policy to anyone who wants peace of mind.

They do not respond to emails when you need hospital authorisation. Even their automatic ticket response system does not work properly when you urgently need authorisation. When you call their offices, you are told to use WhatsApp to get assistance instead of receiving help directly.

There seems to be no proper emergency support. My daughter was denied authorisation to go to casualty while she was very sick in the afternoon. We were told that if she was able to manage the pain during the day, then it was not considered an emergency and it’s means it was not like threatening. I had to spend the entire night with my child in pain. The next day, we were told to take her to a GP instead.

On Monday, I requested to cancel the policy. I was informed that there is no direct line for cancellations and that a ticket would be logged for someone to call me back. I am still waiting for that call. When I followed up to cancel, the consultant I spoke to was rude and unhelpful.

Overall, this has been a very frustrating and stressful experience.