No service given but they take my monthly installment.

Item: Affinity Health
Rating: 1
Author: Karl, Justus Hitzeroth

I have the following grievance: I messaged Affinity Health on WhatsApp this morning at 09:04 a.m. and followed the instructions about needing a pre-authorization number to visit my doctor. I was promised a call from an agent or a nurse, but I haven't heard back. I followed the instructions and sent another WhatsApp message at 9:50 a.m. I informed them that no one had gotten in touch with me, that I am a chronic patient with high blood pressure, and that I was promised a call from an agent or nurse. As of 13:25 p.m., there has been no communication. I am confined to my bed, unable to move due to my illness.

My problems with Affinity Health have been ongoing, ranging from no response to nurses giving me the wrong prescription for my symptoms to a nurse screaming and yelling at me that I am not eligible for a preauthorization number due to their policy, even after I have explained that I am a chronic patient. I do my best to avoid contacting them since I am dissatisfied with their services. Nevertheless, I make my monthly payment.

Helpful (0)

Replies (3)

Affinity Health's replyOfficial

16 Apr 2025, 14:34

Dear Karl,

Thank you for taking the time to raise your concerns with us.

Please be assured that we take all concerns seriously, and we will ensure this matter is thoroughly investigated with feedback provided accordingly.

We can, however, confirm that a nurse attempted to contact you this morning at 10:22 but was unsuccessful.

In the interim, we will escalate this matter to ensure that a nurse reaches out to you again to provide the necessary assistance.

Kind regards,
Affinity Health Management Team

Affinity Health's reply16 Apr 2025, 14:34

Official

Dear Karl,

Thank you for taking the time to raise your concerns with us.

Please be assured that we take all concerns seriously, and we will ensure this matter is thoroughly investigated with feedback provided accordingly.

We can, however, confirm that a nurse attempted to contact you this morning at 10:22 but was unsuccessful.

In the interim, we will escalate this matter to ensure that a nurse reaches out to you again to provide the necessary assistance.

Kind regards,
Affinity Health Management Team

Affinity Health's replyOfficial

16 Apr 2025, 16:23

Dear Karl,

Please note that we have attempted to contact you on multiple occasions, using both your primary and alternative contact numbers. Unfortunately, your line continues to go straight to voicemail.

Kindly advise if there is an alternative number we can use to reach you, to ensure you are assisted accordingly.

Thank you,
Affinity Health Management Team

Affinity Health's reply16 Apr 2025, 16:23

Official

Dear Karl,

Please note that we have attempted to contact you on multiple occasions, using both your primary and alternative contact numbers. Unfortunately, your line continues to go straight to voicemail.

Kindly advise if there is an alternative number we can use to reach you, to ensure you are assisted accordingly.

Thank you,
Affinity Health Management Team

Affinity Health's replyOfficial

26 Apr 2025, 01:04

Good Day Karl

We can confirm that our investigation into the service complaint you raised has been concluded. Our findings indicate that both authorisation requests were submitted via WhatsApp, during which an incorrect contact number was provided.

As a result, the nursing team was unfortunately unable to reach you to provide assistance.

We can also confirm that further communication and a full trail of events have been shared with you via email.

Should you require any further assistance, please do not hesitate to reach out.

Best regards
Affinity Health Management Team

Affinity Health's reply26 Apr 2025, 01:04

Official

As a result, the nursing team was unfortunately unable to reach you to provide assistance.

We can also confirm that further communication and a full trail of events have been shared with you via email.

Should you require any further assistance, please do not hesitate to reach out.

Best regards
Affinity Health Management Team