Incompetence

Good day.

When I signed up with affinity a few years ago there was 3 options as per the broker and website, day to day, hospital, and combo. Never had a problem. However I went to the dentist they phoned in to find out if a root canal is covered, a lady named Rachael said yes it is. So we went ahead with the root canal, only to find out after the procedure that it isn’t. The receptionist was speaking to the supervisor whom listened to the recordings and was making excuses for Rachael because apparently she was sick on the day and couldn’t hear properly(not my fault, not the dentist’s fault) afterwards I spoke with the supervisor and I’m appalled with the way she speaks to clients, there’s no accountability she just kept interrupting me and telling me I must read the brochure. There’s a reason the dentists and doctors call in, for confirmation..... I am very very disappointed in your company. Now I must dish out money I don’t have because of Rachael’s mistake? I work in customer relations as well and if I make a mistake, I pay for that mistake. After this whole incident I went back on the website and again there’s no options of gold or silver as I’ve been told. I really hope this message reaches the right person who can take accountability and provide proper customer service training to the right departments, and for a medical insurance letting employees work when they’re sick to the extent of making mistakes that clients need to pay for... I’m sorry that is just disgusting! The supervisors name was martie or matrie as far as I could hear, my reference number for 02/10 was # ********** 2 with Rachael then with lebonang # ********** 3, and today’s reference was # ********** 8 with the supervisor. Never did a broker or brochure say you need to take out additional dental or gave me an option to upgrade dental. Rachael gave confirmation and that’s that. The supervisor trying to pass the buck saying clients need to read a brochure after confirmation was given is unacceptable.