BV
Bev V
1 reviews | Active since Sept 2017
07 Apr 2025, 10:18
Bestmed giving the runaround on CPAP device replacement for elderly CPAP user
For weeks, I’ve faced countless hurdles trying to get approval for my father’s CPAP machine, as his current one (13 years old) is no longer functional. Bestmed has repeatedly shifted requirements, causing dangerous delays that threaten his health, with increased risks of heart attack or stroke. After finally receiving approval, I’m now told no authorization number is given, leaving me bracing for yet another twist. Given the distress and lack of clarity, I believe it’s time to consider alternative medical aid—especially as we pay nearly R30,000 monthly.
Helpful (0)
Replies (3)0
Replies (3)
Bestmed Medical Scheme's replyOfficial
08 Apr 2025, 08:59Dear Bev van
Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the delay in obtaining the CPAP machine for your father.
Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the delay in obtaining the CPAP machine for your father.
Please note that the approval letter sent to you serves as confirmation of authorization for the CPAP machine. An authorization number is not issued in this case, as pre-authorizations are only applicable to in-hospital admissions.
We truly regret any frustration or inconvenience this may have caused, and we appreciate your understanding.
Best regards
GM
GM
Bestmed Medical Scheme's reply08 Apr 2025, 08:59
Official
Dear Bev van
Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the delay in obtaining the CPAP machine for your father.
Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the delay in obtaining the CPAP machine for your father.
Please note that the approval letter sent to you serves as confirmation of authorization for the CPAP machine. An authorization number is not issued in this case, as pre-authorizations are only applicable to in-hospital admissions.
We truly regret any frustration or inconvenience this may have caused, and we appreciate your understanding.
Best regards
GM
GM
BV
Bev V's updateReviewer Update
11 Apr 2025, 15:33 Subject: Urgent Request for Resolution on CPAP Device Approval
Dear GM,
I am writing to express my deep frustration and concern regarding the approval process for the CPAP device. While approval has been granted, the delay in payment has resulted in us still not having the device, which is essential for health management.
Upon following up yesterday, I was informed that only approximately R3,800 out of the R19,499 approved amount has been paid. The latest reference numbers for this case are *** and ***. It has now been over six weeks since the process began. As you are aware, extended delays in using the CPAP device increase the risks of severe health complications such as stroke and heart attack, which could have devastating consequences.
Given that the correction process and subsequent payment run will take additional time, it is likely that it will be another two weeks before the supplier receives the funds to issue the device. This means we will have waited nearly two months to obtain the device. Despite the availability of funds on both the appliance and savings accounts, you have elected to exhaust the savings account, adding further complexity to an already prolonged process.
Moreover, each person I have spoken to has provided inconsistent information, leaving me increasingly concerned that the timeline may change yet again. To give perspective, the cost of the device is less than one month's premium—yet this critical approval has been handled with little urgency.
On principle, I must now seriously consider alternative medical schemes for my family. Medical aid is our highest monthly expense, and we believe we deserve better service and accountability.
I urge you to address this matter with the urgency it requires to prevent further delays or complications.
Sincerely,
Bev
Bev
BV
Bev V's update11 Apr 2025, 15:33
Reviewer Update
Subject: Urgent Request for Resolution on CPAP Device Approval
Dear GM,
I am writing to express my deep frustration and concern regarding the approval process for the CPAP device. While approval has been granted, the delay in payment has resulted in us still not having the device, which is essential for health management.
Upon following up yesterday, I was informed that only approximately R3,800 out of the R19,499 approved amount has been paid. The latest reference numbers for this case are *** and ***. It has now been over six weeks since the process began. As you are aware, extended delays in using the CPAP device increase the risks of severe health complications such as stroke and heart attack, which could have devastating consequences.
Given that the correction process and subsequent payment run will take additional time, it is likely that it will be another two weeks before the supplier receives the funds to issue the device. This means we will have waited nearly two months to obtain the device. Despite the availability of funds on both the appliance and savings accounts, you have elected to exhaust the savings account, adding further complexity to an already prolonged process.
Moreover, each person I have spoken to has provided inconsistent information, leaving me increasingly concerned that the timeline may change yet again. To give perspective, the cost of the device is less than one month's premium—yet this critical approval has been handled with little urgency.
On principle, I must now seriously consider alternative medical schemes for my family. Medical aid is our highest monthly expense, and we believe we deserve better service and accountability.
I urge you to address this matter with the urgency it requires to prevent further delays or complications.
Sincerely,
Bev
Bev
Bestmed Medical Scheme's replyOfficial
15 Apr 2025, 15:52Dear Bev van
We're truly sorry to hear about your negative experience.
Please note that, as advised via our Live Chat, the claim was paid in full. We sincerely apologize for the inconvenience caused.
Best regards
GM
GM
Bestmed Medical Scheme's reply15 Apr 2025, 15:52
Official
Dear Bev van
We're truly sorry to hear about your negative experience.
Please note that, as advised via our Live Chat, the claim was paid in full. We sincerely apologize for the inconvenience caused.
Best regards
GM
GM