Urgent Complaint: Authorization Delay and Poor Service

Urgent Complaint: Authorization Delay and Poor Service

Dear Affinity Health Medical Insurance Complaints Department,

I am writing to express extreme dissatisfaction with Affinity Health's handling of my authorization for a specialist referral. Despite following instructions and providing necessary documentation, I have encountered significant delays and unhelpful customer service.

Here is a summary of my experience:

- At 08:00 today, I sent the required ACC referral letter from my GP as instructed.

- The consultant confirmed receipt of the letter and contacted the authorization department.

- However, when I called the authorization department, they claimed not to have received the letter.

- I then contacted WhatsApp chat support and spoke with Sydne, who was unhelpful and provided no solution for 30 minutes.

- Only then was I instructed to forward the letter via WhatsApp, which should have been communicated earlier.

As of 10:42, I still have not received authorization. This delay and poor service have caused significant frustration, and I have decided to cancel my medical insurance policy with Affinity Health, effective immediately.

I request a prompt response regarding the actions you will take to address this issue and prevent similar delays in the future.

Sincerely,

Ms B Dlomo