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Tal H

1 reviews | Active since Mar 2022

08 Mar 2022, 12:07

Bestmed clerical error & refusal to resolve means client is threated with summons - DISGUSTING!

As a long-term customer of Bestmed for many years, and having previously submitted claims without much issue, I have NEVER received the level of disgusting Customer Experience and a complete lack of accountability and inefficiency as I am now with my current claim!

I feel EXASPERATED that another call of mine has just been dropped mid-sentence after a 45-minute wait - something that has occurred too many times over the almost MONTH this has dragged.

I have a claim marked URGENT CRITICAL due to a clerical error on behalf of Bestmed to the amount of R5.77 on a shortfall amount. This was escalated 3 times, and in almost a MONTH, absolutely NO ONE has communicated any resolution even though I was promised that this would be resolved in 5 - 6 working days MAXIMUM.

Not only has all audited pertinent information been given on numerous occasions on a silver platter, 3x urgent escalations, and HOURS waiting for representatives to assist only to have my call dropped AGAIN - my blood is boiling!

How can this company claim to be customer-centric when I will be threatened with a summons as I’m unable to pursue my gap cover claim - all because Bestmed REFUSES to do their job properly and has proved that only $$$ matter to them - beyond this complete lack of care, Bestmed has proven completely useless when it comes to URGENT matters!

This needs to be rectified immediately or further action will be taken!

Disgusting Bestmed, you should be ashamed of yourself.

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Replies (2)
Bestmed Medical Scheme
Bestmed Medical Scheme's reply08 Mar 2022, 15:53
Official
Hi Tal, we are sincerely sorry to hear about that. One of our dedicated consultants (Lemay) called you back and provided feedback regarding the non-changeable item billed.  
I trust the feedback was useful. If, however, you need more information, or support from our Client Relations Communication Team, please do not hesitate to contact us again. Your wellbeing, as a valued client of the Scheme, is important to all of us at Bestmed. Regards, Katlego
TH
Tal H's update14 Mar 2022, 14:04
Reviewer Update
Bestmed, you have seriously outdone yourself with being THE most unaccountable and least transparent company I have ever engaged with!

What you sent was completely unhelpful as it was the identical statement that had been previously sent and was not updated as promised. The language you promised would reflect in your so-called “personalised call” was not there. So, another useless conversation, empty promises and more time wasted.

The doctors and gap cover have been enormously helpful and compassionate, and it is only due to their professionalism and care for their customers that this claim is moving forward. Bestmed has done nothing to help.

You would think as a company in the healthcare sector, Bestmed would have compassion for their customers – surprise, zero compassion and your agent didn’t keep a level head when dealing with me from the get-go of our call. You will hear her raising her voice and being annoyed on the call recording. Best to choose your messengers carefully.

All this along with your pathetic Customer Experience has me questioning why I’m a still a customer.

Absolutely disgusting and aggravating across every touchpoint. Insult to injury.
No need for further action on this case.