Hellopeter
Share Your Experience
SN
Suevarna N

1 reviews | Active since Apr 2018

22 Jul 2019, 14:20

Optometry department sucks!!!

I have an outstanding reversal of payment query with Bankmed's Optometry department for the last month. I have called in several times and all consultants are just useless. I spoke to a Disebo early last week and I am still waiting for her to email me the applicable forms. This has been the most horrible process ever!!!!!!!!!!!!!!!!! I wish we could give a minus rating as they are not even worth a 1 star!

0
Replies (19)
Bankmed
Bankmed's reply22 Jul 2019, 16:55
Official
Hi  Suevarna, 

your comments are concerning to us. We'll contact you as soon as possible to provide you with clarity and assistance regarding your Optometry benefit query. 

Regards,
Bankmed Service Team
SN
Suevarna N's update24 Jul 2019, 12:07
Reviewer Update
and its been two days... yet no phone call has come through!
SN
Suevarna N's update07 Aug 2019, 08:52
Reviewer Update
It has been almost 2 weeks and this is not resolved. I was contacted by a Meera and all she knows how to do is apologise over email but resolve nothing! Bankmed did do something though... they reversed the incorrect claim!!!! Pathetic on all levels!
SN
Suevarna N's update07 Aug 2019, 08:52
Reviewer Update
Almost 2 weeks!
SN
Suevarna N's update07 Aug 2019, 08:53
Reviewer Update
Almost two weeks!
Bankmed
Bankmed's reply07 Aug 2019, 11:17
Official
Hi Suevarna, please accept our sincere apologies for the delay frustration caused. We'll investigate and provide you with feedback shortly.

Regards,
Bankmed Service Team 
Bankmed
Bankmed's reply07 Aug 2019, 14:06
Official
 Hi Suevarna, 

Thanks for speaking to us and allowing us the opportunity to investigate this matter. Please respond directly to the email that was sent to you for further assistance. Apologies again for the inconvenience caused.

Have a great day further.

Regards,
Bankmed Service Team
SN
Suevarna N's update13 Aug 2019, 12:00
Reviewer Update
complaint.PNG 32.23 KB
Still no joy... I am just expected to wait. Till Opticlear and Discovery decide to sort my query out.
SN
Suevarna N's update13 Aug 2019, 16:40
Reviewer Update
complaint.PNG 32.23 KB Still no joy... I am just expected to wait. Till Opticlear and Discovery decide to sort my query out.
SN
Suevarna N's update25 Sept 2019, 09:26
Reviewer Update
It has been two months and this is still not resolved - great service Bankmed!
I am also asked to follow up to check if it has resolved and this was not even my fault!
SN
Suevarna N's update25 Sept 2019, 09:27
Reviewer Update
This is the response i received:

This has not been actioned. How long does this take, this is honestly unacceptable. It seems that I have to be following up about this, and this was not even my fault. From: Meera Moonilal <***>
Sent: 28 August 2019 08:31 AM
To: Govender, Suevarna S <***>
Cc: Lesego Diale <***>
Subject: RE: Claim reprocessing request Dear Mrs Govender I have asked Nicolene to follow up on this for you and provide feedback, as the claim still reflects as being reversed on our side: You may contact Nicolene directly on ***/ ***. Regards, Meera.
SN
Suevarna N's update26 Sept 2019, 08:34
Reviewer Update
This morning unhelpful response courtesy of Meera:

Nicolene has been unsuccessfully helping for the last 2 months. This needs to be escalated Meera – stop pushing the ball back to her, you are supposed to be exec office, if you are unable to handle Bankmed queries you should’ve referred me to someone else in the beginning. From: Meera Moonilal <***>
Sent: 26 September 2019 08:26 AM
To: Nicolene Gouws <***>
Cc: Lesego Diale <***>; Govender, Suevarna S <***>; ***
Subject: RE: Claim reprocessing request Hi Nicolene Please assist with providing Mrs Govender with feedback as we don’t have access to your system. Membership number: 521 360 900 Contact number: *** Regards, Meera.
Bankmed
Bankmed's reply26 Sept 2019, 14:42
Official
Hi Suevarna

Thank you for your post.

As previously discussed, it is important to understand that Opticlear independently handles our Optical Benefit and the processing of optical claims.

We have escalated your query to the relevant managers within Opticlear who have been in touch with you directly.

Regards,
The Bankmed Service Team.


SN
Suevarna N's update26 Sept 2019, 14:45
Reviewer Update
Opticlear or Bankmed... either way my medical aid is Bankmed and the service I have received is disgusting!
SN
Suevarna N's update26 Sept 2019, 14:47
Reviewer Update
I am not stupid - can we please stop explaining irrelevant details and wasting my time. Can the two month outstanding query be resolved already!

SN
Suevarna N's update26 Sept 2019, 14:48
Reviewer Update
As feedback - lets try and monitor the tone of our responses as you guys come across as very condescending!
SN
Suevarna N's update23 Oct 2019, 11:59
Reviewer Update
I have logged this complaint on the 22nd of July 2019, up until now my query has not been resolved! Can someone please help me as Nicolene Gouws has no idea how to rectify the mistake made by Opticlear in reversing the incorrect claim on my Medical Aid! Bankmed, can someone contact me regarding this... THIS NEEDS TO BE ESCALATED!!!!!!!!!!!
SN
Suevarna N's update05 Nov 2019, 14:16
Reviewer Update
I am a total loss for words at the lack of assistance here.
I urgently need to go for blood tests but cannot do this until my claim is rectified.
But I am pretty sure this will be ignored.
A member's health and well being is definitely not at the centre here.
Bankmed
Bankmed's reply07 Nov 2019, 04:58
Official
Hi Suevarna

We apologise for the frustration caused and have escalated this matter with Opticlear for urgent assistance.

We will be in touch to provide you with feedback as soon as possible.

Regards,
The Bankmed Service Team.