JB
Jolene B
1 reviews | Active since Nov 2025
28 Nov 2025, 07:00
AGS Misleads on cover
When you join -they are very helpful and assists immediately. I was barely on the plan when my premium was hiked up - its a yearly thing I was barely on it for 3 months and had my yearly price hiked. And if you just use day-to day benefits you are still safe. But try and use them in an emergency. It is a nightmare. It takes phone calls and emails and authorizations. Sitting at ER's and not being able to afford the fees from them as AGS not even cover half the ER fees ( fees are high to see the ER doctors and to use their facilities and it's network facilities)The authorizations tell you they can't find your emails. They don't take the 48 business hours on your request. And then when you need a necessary procedure they don't cover it. That's after you had an Emergency , went to ER and they don't cover that as well. After having to out of my pocket pay for my own Emergency which then led to having a necessary procedure which I have to pay out of pocket again now, why am I on the highest plan and still don't receive service. I did request a cancellation but was told to see if they cannot sort out the misunderstanding as the consultants are also under the impression ER's should be covered. Which they only cover the admin fees. No after my Emergency ( I had a miscarriage- which in it self is traumatic - I am still struggling to get service from AGS. ) My advise is - test the Emergency benefits and necessary procedures before being suckered in.
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Replies (1)JB
Jolene B's updateReviewer Update
01 Dec 2025, 09:27I received a reply:
And got told by AGS that my complaint was unnecessary, that's how they deal with their clients.
I have rep****:
*** | 09:05 (20 minutes ago) | |
to me
Good day Mrs. van Buuren, Trust this mail finds you well. It has come to our attention that a complaint was submitted on Hellopeter regarding your dissatisfaction with the service you received during your recent emergency. According to our records, you were assisted immediately, and we required signed documents to finalise the authorisation. While we were awaiting these documents, you queried why we would only pay R30 000.00 instead of the full quoted amount. Please keep in mind that we operate under an underwriter, and therefore we cannot adjust or bend the rules based on member requests. Kindly refer to the ‘Introduction’ section under 1.1 Entities. The reason for the R30 000.00 limit is that your policy clearly stipulates that we cover up to R30 000.00 for day procedures. You may refer to your policy document under Scope of Benefits – AGS Health Illness and Operations Plan for confirmation. We believe that the grounds for your complaint on Hellopeter were unnecessary, as we provided authorisation in accordance with the benefit limits, and we did not receive the required documents from you. Hope to hear from you soon. Kind regards Disclaimer: This information is intended only for the person or entity to which it is addressed and may contain private, confidential, proprietary and/or privileged material and be subject to confidentiality agreements. Any review, retransmission, dissemination, or any other use or taking of any action that is reliant upon this information, by persons or entities other than the intended recipient, is prohibited. If you received this in error, please contact the sender and delete the material from all storage media
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Jolene van Buuren | 09:23 (2 minutes ago) | |
to help
Good day
I was not assisted on the first ER visit!!The second ER visit - the hospital tried to get assistance so the ER doctor could assist. ( they actually tried on the phone to get assistance) Again you didn't cover the ER visit, which is when I got referred to a gynecologist
And the gynecologist wanted to do a procedure after the miscarriage.
You only pay R30 000 which doesn't even cover half - and does fall under other options
And I have just received the claims completed and nothing was covered for this - even with the correct codes
SO NO YOU DIDN'T ASSIST ME AT ALLI WISH TO CANCEL WITH IMMEDIATE EFFECT!!!
I have never used this for emergencies and when needed I was not assisted
So again I will post your message so all can see and also the sequence of events and how you were not assisting.( I have Screen short and phone logs and doctor statements of no assistance)
And I never received my updated 2025 policy documents after previous emails requesting it - after you upped my premium.
So go check your facts again
J van Buuren
And got told by AGS that my complaint was unnecessary, that's how they deal with their clients.
I have rep****:
*** | 09:05 (20 minutes ago) | |
to me
Good day Mrs. van Buuren, Trust this mail finds you well. It has come to our attention that a complaint was submitted on Hellopeter regarding your dissatisfaction with the service you received during your recent emergency. According to our records, you were assisted immediately, and we required signed documents to finalise the authorisation. While we were awaiting these documents, you queried why we would only pay R30 000.00 instead of the full quoted amount. Please keep in mind that we operate under an underwriter, and therefore we cannot adjust or bend the rules based on member requests. Kindly refer to the ‘Introduction’ section under 1.1 Entities. The reason for the R30 000.00 limit is that your policy clearly stipulates that we cover up to R30 000.00 for day procedures. You may refer to your policy document under Scope of Benefits – AGS Health Illness and Operations Plan for confirmation. We believe that the grounds for your complaint on Hellopeter were unnecessary, as we provided authorisation in accordance with the benefit limits, and we did not receive the required documents from you. Hope to hear from you soon. Kind regards Disclaimer: This information is intended only for the person or entity to which it is addressed and may contain private, confidential, proprietary and/or privileged material and be subject to confidentiality agreements. Any review, retransmission, dissemination, or any other use or taking of any action that is reliant upon this information, by persons or entities other than the intended recipient, is prohibited. If you received this in error, please contact the sender and delete the material from all storage media
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Jolene van Buuren | 09:23 (2 minutes ago) | |
to help
Good day
I was not assisted on the first ER visit!!The second ER visit - the hospital tried to get assistance so the ER doctor could assist. ( they actually tried on the phone to get assistance) Again you didn't cover the ER visit, which is when I got referred to a gynecologist
And the gynecologist wanted to do a procedure after the miscarriage.
You only pay R30 000 which doesn't even cover half - and does fall under other options
And I have just received the claims completed and nothing was covered for this - even with the correct codes
SO NO YOU DIDN'T ASSIST ME AT ALLI WISH TO CANCEL WITH IMMEDIATE EFFECT!!!
I have never used this for emergencies and when needed I was not assisted
So again I will post your message so all can see and also the sequence of events and how you were not assisting.( I have Screen short and phone logs and doctor statements of no assistance)
And I never received my updated 2025 policy documents after previous emails requesting it - after you upped my premium.
So go check your facts again
J van Buuren
JB
Jolene B's update01 Dec 2025, 09:27
Reviewer Update
I received a reply:
And got told by AGS that my complaint was unnecessary, that's how they deal with their clients.
I have rep****:
*** | 09:05 (20 minutes ago) | |
to me
Good day Mrs. van Buuren, Trust this mail finds you well. It has come to our attention that a complaint was submitted on Hellopeter regarding your dissatisfaction with the service you received during your recent emergency. According to our records, you were assisted immediately, and we required signed documents to finalise the authorisation. While we were awaiting these documents, you queried why we would only pay R30 000.00 instead of the full quoted amount. Please keep in mind that we operate under an underwriter, and therefore we cannot adjust or bend the rules based on member requests. Kindly refer to the ‘Introduction’ section under 1.1 Entities. The reason for the R30 000.00 limit is that your policy clearly stipulates that we cover up to R30 000.00 for day procedures. You may refer to your policy document under Scope of Benefits – AGS Health Illness and Operations Plan for confirmation. We believe that the grounds for your complaint on Hellopeter were unnecessary, as we provided authorisation in accordance with the benefit limits, and we did not receive the required documents from you. Hope to hear from you soon. Kind regards Disclaimer: This information is intended only for the person or entity to which it is addressed and may contain private, confidential, proprietary and/or privileged material and be subject to confidentiality agreements. Any review, retransmission, dissemination, or any other use or taking of any action that is reliant upon this information, by persons or entities other than the intended recipient, is prohibited. If you received this in error, please contact the sender and delete the material from all storage media
One attachment • Scanned by Gmail
Jolene van Buuren | 09:23 (2 minutes ago) | |
to help
Good day
I was not assisted on the first ER visit!!The second ER visit - the hospital tried to get assistance so the ER doctor could assist. ( they actually tried on the phone to get assistance) Again you didn't cover the ER visit, which is when I got referred to a gynecologist
And the gynecologist wanted to do a procedure after the miscarriage.
You only pay R30 000 which doesn't even cover half - and does fall under other options
And I have just received the claims completed and nothing was covered for this - even with the correct codes
SO NO YOU DIDN'T ASSIST ME AT ALLI WISH TO CANCEL WITH IMMEDIATE EFFECT!!!
I have never used this for emergencies and when needed I was not assisted
So again I will post your message so all can see and also the sequence of events and how you were not assisting.( I have Screen short and phone logs and doctor statements of no assistance)
And I never received my updated 2025 policy documents after previous emails requesting it - after you upped my premium.
So go check your facts again
J van Buuren
And got told by AGS that my complaint was unnecessary, that's how they deal with their clients.
I have rep****:
*** | 09:05 (20 minutes ago) | |
to me
Good day Mrs. van Buuren, Trust this mail finds you well. It has come to our attention that a complaint was submitted on Hellopeter regarding your dissatisfaction with the service you received during your recent emergency. According to our records, you were assisted immediately, and we required signed documents to finalise the authorisation. While we were awaiting these documents, you queried why we would only pay R30 000.00 instead of the full quoted amount. Please keep in mind that we operate under an underwriter, and therefore we cannot adjust or bend the rules based on member requests. Kindly refer to the ‘Introduction’ section under 1.1 Entities. The reason for the R30 000.00 limit is that your policy clearly stipulates that we cover up to R30 000.00 for day procedures. You may refer to your policy document under Scope of Benefits – AGS Health Illness and Operations Plan for confirmation. We believe that the grounds for your complaint on Hellopeter were unnecessary, as we provided authorisation in accordance with the benefit limits, and we did not receive the required documents from you. Hope to hear from you soon. Kind regards Disclaimer: This information is intended only for the person or entity to which it is addressed and may contain private, confidential, proprietary and/or privileged material and be subject to confidentiality agreements. Any review, retransmission, dissemination, or any other use or taking of any action that is reliant upon this information, by persons or entities other than the intended recipient, is prohibited. If you received this in error, please contact the sender and delete the material from all storage media
One attachment • Scanned by Gmail
Jolene van Buuren | 09:23 (2 minutes ago) | |
to help
Good day
I was not assisted on the first ER visit!!The second ER visit - the hospital tried to get assistance so the ER doctor could assist. ( they actually tried on the phone to get assistance) Again you didn't cover the ER visit, which is when I got referred to a gynecologist
And the gynecologist wanted to do a procedure after the miscarriage.
You only pay R30 000 which doesn't even cover half - and does fall under other options
And I have just received the claims completed and nothing was covered for this - even with the correct codes
SO NO YOU DIDN'T ASSIST ME AT ALLI WISH TO CANCEL WITH IMMEDIATE EFFECT!!!
I have never used this for emergencies and when needed I was not assisted
So again I will post your message so all can see and also the sequence of events and how you were not assisting.( I have Screen short and phone logs and doctor statements of no assistance)
And I never received my updated 2025 policy documents after previous emails requesting it - after you upped my premium.
So go check your facts again
J van Buuren