1 reviews | Active since May 2025
Poor customer service
I wish I could upload images as proof 😪. I messaged Affinity Health at 11:54am this morning for prescription for deworming medication for my son, 3 years old. I follow the prompts and then I'm told that I've been transferred to the medical professionals. I wait from 11:57am till 13:44pm only to receive a message alerting me that they tried contacting with no success and that I should try again 🤯. I immediately dispute with screenshots to prove that I've been waiting. Shortly after, a Nurse Motswatswa contacts me. He/she asks how they can help, to I which I respond with what I need, my son's name and age(as is the norm that I've become accustomed to). Does he/she not respond with the following: Age ? - Gender ? - Chronic condition if yes please let us know what chronic medication you are taking ? - Any Allergies ? - Have you been vaccinated against covid 19 and if yes when were you vaccinated ? - What symptoms are you experiencing today? - How many days have you been having these symptoms? - Is there anything you have taken for the symptoms? - Do you smoke or drink alcohol ? - Do you have a stomach ulcer? - When was your last menstrual period? - Are you using any contraception/prevention? -
I then ask if they had read my messages. They respond saying they can't assist me without the answers to the above questions.😲 For a 3 year old boy???? I answer the questions but also highlight my disagreement to answering such questions for a 3 year old! They cannot have the sames questions for an adult and a toddler!!! Alcohol? Periods? Smoking?? They assisted me but no response was given to my questions. Poor customer service or communication 😕. I'm disappointed because this is the first notable bad experience I've had with Affinity.
Thank you for reaching out to us and for sharing your experience in detail. I sincerely apologise for the delay you encountered and for the frustration caused during your request for your son’s deworming prescription. I understand how important timely medical assistance is, especially for a young child, and I regret that we did not meet your expectations in this instance.
I also acknowledge your concern regarding the series of questions asked by our medical professional. While certain questions form part of our standard clinical protocol, I fully appreciate that some were not relevant in the context of a 3-year-old patient. We take this feedback seriously, and I will escalate it to our clinical team to review how our questionnaires can be better tailored for paediatric cases.
Your loyalty and trust mean a great deal to us, and I am truly sorry that your first notable negative experience with Affinity Health was in such an important matter. Please rest assured that we are addressing both the delay and the communication process to help prevent similar situations in the future.
Kind regards,
Affinity Health Management Team.
Thank you for reaching out to us and for sharing your experience in detail. I sincerely apologise for the delay you encountered and for the frustration caused during your request for your son’s deworming prescription. I understand how important timely medical assistance is, especially for a young child, and I regret that we did not meet your expectations in this instance.
I also acknowledge your concern regarding the series of questions asked by our medical professional. While certain questions form part of our standard clinical protocol, I fully appreciate that some were not relevant in the context of a 3-year-old patient. We take this feedback seriously, and I will escalate it to our clinical team to review how our questionnaires can be better tailored for paediatric cases.
Your loyalty and trust mean a great deal to us, and I am truly sorry that your first notable negative experience with Affinity Health was in such an important matter. Please rest assured that we are addressing both the delay and the communication process to help prevent similar situations in the future.
Kind regards,
Affinity Health Management Team.
We thank you for affording us the opportunity to provide you with clarity about your Affinity Health Insurance benefits.
We trust that our feedback has alleviated any concerns you may have had. Should you require further clarification or assistance, please don't hesitate to reach out
Best regards,
Affinity Health Management Team
We thank you for affording us the opportunity to provide you with clarity about your Affinity Health Insurance benefits.
We trust that our feedback has alleviated any concerns you may have had. Should you require further clarification or assistance, please don't hesitate to reach out
Best regards,
Affinity Health Management Team