PM
Phindi M
1 reviews | Active since Nov 2017
21 Oct 2025, 13:31
Appalling service
Ridiculous service received I’ve only had the cover for two months but I am ready to cancel it . I was misinformed by one of the agents regarding my dental procedures that I’m covered for, mind you I emphasized, probed and ask all the relevant questions because the last thing I needed was a surprise additional cost that I would have to take out of my own pocket, guess what that’s exactly what happened. Considering that I am already paying so much and the extra cost threw me off budget there’s no empathy from the medical scheme. I couldn’t get my dental procedure done and had to prioritize my son and postpone my appointment for when I get paid. I have been told that they will not reimburse my procedure because they have since provided me with the correct information and also I should note that them reimbursing the money I paid out of my own pocket is just a ex-gratia payment and to my understanding that means that they are not obligated to do so it’s a “favor” mind you these are the results of a *********** agent chasing sales and numbers. The long and short of this is that Bestmed thinks that it’s doing me favor by having me as a customer when I’m the one spending my hard earned salary on them. There are so many medical aides to choose from and I believe at no point should any medical aide make one feel like they are just a number and in fact their money is not needed. This is appalling service coming from Bestmed I definitely wouldn’t recommend it to any of my family or close circle
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Replies (3)
Bestmed Medical Scheme's replyOfficial
23 Oct 2025, 15:34Hello Nhlanhla,
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience caused by the incorrect information you received regarding your dental benefits.
Payment was granted for the dental service already rendered, as it was directly impacted by the misinformation provided. However, now that you have been given the correct benefit details, any future dental services, such as your upcoming appointment, will need to be processed according to your option’s standard rules, and no further exception can be considered.
To put this into perspective:
Imagine that a customer at a retail store is told by a cashier that a product is on promotion and pays for it based on that information. Later, the store realises the promotion had ended and refunds the difference as a goodwill gesture because the customer was misinformed. However, if the same customer returns a week later, now knowing that the promotion is no longer valid, the store would not be able to offer the same discount again. The first refund was an exception due to the incorrect information, not an ongoing entitlement.
Imagine that a customer at a retail store is told by a cashier that a product is on promotion and pays for it based on that information. Later, the store realises the promotion had ended and refunds the difference as a goodwill gesture because the customer was misinformed. However, if the same customer returns a week later, now knowing that the promotion is no longer valid, the store would not be able to offer the same discount again. The first refund was an exception due to the incorrect information, not an ongoing entitlement.
We truly regret the frustration this experience has caused and truly value you as a member as we work to ensure that such errors do not recur.
Kind regards,
Bestmed Medical Scheme
Bestmed Medical Scheme's reply23 Oct 2025, 15:34
Official
Hello Nhlanhla,
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience caused by the incorrect information you received regarding your dental benefits.
Payment was granted for the dental service already rendered, as it was directly impacted by the misinformation provided. However, now that you have been given the correct benefit details, any future dental services, such as your upcoming appointment, will need to be processed according to your option’s standard rules, and no further exception can be considered.
To put this into perspective:
Imagine that a customer at a retail store is told by a cashier that a product is on promotion and pays for it based on that information. Later, the store realises the promotion had ended and refunds the difference as a goodwill gesture because the customer was misinformed. However, if the same customer returns a week later, now knowing that the promotion is no longer valid, the store would not be able to offer the same discount again. The first refund was an exception due to the incorrect information, not an ongoing entitlement.
Imagine that a customer at a retail store is told by a cashier that a product is on promotion and pays for it based on that information. Later, the store realises the promotion had ended and refunds the difference as a goodwill gesture because the customer was misinformed. However, if the same customer returns a week later, now knowing that the promotion is no longer valid, the store would not be able to offer the same discount again. The first refund was an exception due to the incorrect information, not an ongoing entitlement.
We truly regret the frustration this experience has caused and truly value you as a member as we work to ensure that such errors do not recur.
Kind regards,
Bestmed Medical Scheme
PM
Phindi M's updateReviewer Update
23 Oct 2025, 15:51Please note that at this point I feel like you guys are undermining my intelligence. First of all the ‘scenior’’ Used above is NOT the same as my experience. If you guys value me as a member the least you can do is investigate whether or not two appoints were scheduled or not and take it from there.
I must respectfully disagree with your current position to reimburse only the payment for my son. At the time of our dental appointments, both my son and I had bookings scheduled concurrently. I prioritized my son, which meant I had to personally cover my own consultation. This situation was entirely a result of the incorrect information provided by your agent who assured me that I would not need to pay out of pocket for consultations.
The analogy provided regarding the retail customer is not applicable here. This is not a case of attempting to “reuse” a benefit. Rather, it is a single incident where I was misled and therefore incurred unexpected costs. Both consultations were part of the same event and should be treated accordingly.
Given that BestMed’s internal investigation confirmed the agent provided incorrect information, it is reasonable and fair that the reimbur*****t covers both my son and myself. I request that you review this matter again and issue a full reimbur*****t
I trust that BestMed values transparency and fairness, and I look forward to your prompt resolution of this matter.
I must respectfully disagree with your current position to reimburse only the payment for my son. At the time of our dental appointments, both my son and I had bookings scheduled concurrently. I prioritized my son, which meant I had to personally cover my own consultation. This situation was entirely a result of the incorrect information provided by your agent who assured me that I would not need to pay out of pocket for consultations.
The analogy provided regarding the retail customer is not applicable here. This is not a case of attempting to “reuse” a benefit. Rather, it is a single incident where I was misled and therefore incurred unexpected costs. Both consultations were part of the same event and should be treated accordingly.
Given that BestMed’s internal investigation confirmed the agent provided incorrect information, it is reasonable and fair that the reimbur*****t covers both my son and myself. I request that you review this matter again and issue a full reimbur*****t
I trust that BestMed values transparency and fairness, and I look forward to your prompt resolution of this matter.
PM
Phindi M's update23 Oct 2025, 15:51
Reviewer Update
Please note that at this point I feel like you guys are undermining my intelligence. First of all the ‘scenior’’ Used above is NOT the same as my experience. If you guys value me as a member the least you can do is investigate whether or not two appoints were scheduled or not and take it from there.
I must respectfully disagree with your current position to reimburse only the payment for my son. At the time of our dental appointments, both my son and I had bookings scheduled concurrently. I prioritized my son, which meant I had to personally cover my own consultation. This situation was entirely a result of the incorrect information provided by your agent who assured me that I would not need to pay out of pocket for consultations.
The analogy provided regarding the retail customer is not applicable here. This is not a case of attempting to “reuse” a benefit. Rather, it is a single incident where I was misled and therefore incurred unexpected costs. Both consultations were part of the same event and should be treated accordingly.
Given that BestMed’s internal investigation confirmed the agent provided incorrect information, it is reasonable and fair that the reimbur*****t covers both my son and myself. I request that you review this matter again and issue a full reimbur*****t
I trust that BestMed values transparency and fairness, and I look forward to your prompt resolution of this matter.
I must respectfully disagree with your current position to reimburse only the payment for my son. At the time of our dental appointments, both my son and I had bookings scheduled concurrently. I prioritized my son, which meant I had to personally cover my own consultation. This situation was entirely a result of the incorrect information provided by your agent who assured me that I would not need to pay out of pocket for consultations.
The analogy provided regarding the retail customer is not applicable here. This is not a case of attempting to “reuse” a benefit. Rather, it is a single incident where I was misled and therefore incurred unexpected costs. Both consultations were part of the same event and should be treated accordingly.
Given that BestMed’s internal investigation confirmed the agent provided incorrect information, it is reasonable and fair that the reimbur*****t covers both my son and myself. I request that you review this matter again and issue a full reimbur*****t
I trust that BestMed values transparency and fairness, and I look forward to your prompt resolution of this matter.
Bestmed Medical Scheme's replyOfficial
24 Oct 2025, 16:16Hello Nhlanhla,
Your case was escalated to top management, who have reviewed the matter. Management has confirmed that the ex-gratia payment will only be made for the service already rendered that was directly affected by the misinformation. Now that you have the correct benefit information, no further ex-gratia payment will be considered.
Kind regards,
Bestmed Medical Scheme
Kind regards,
Bestmed Medical Scheme
Bestmed Medical Scheme's reply24 Oct 2025, 16:16
Official
Hello Nhlanhla,
Your case was escalated to top management, who have reviewed the matter. Management has confirmed that the ex-gratia payment will only be made for the service already rendered that was directly affected by the misinformation. Now that you have the correct benefit information, no further ex-gratia payment will be considered.
Kind regards,
Bestmed Medical Scheme
Kind regards,
Bestmed Medical Scheme