BestMed more like WorseMed

I am writing to lodge a formal complaint against Bestmed Medical Scheme for the appalling treatment my wife and I have received, and to express my utter outrage and disgust at the inhumane, negligent, and obstructive manner in which our case has been handled.

On the 8th of April, I rushed my wife to our local hospital as she was in excruciating, debilitating pain. The attending doctor, after examination, immediately requested that she be admitted for further care. Shockingly and inexcusably, Bestmed refused authorisation for her admission. As a result, I was forced to take my wife back home in that same agonising condition — an experience no human being should have to endure due to red tape and blatant disregard for a patient’s well-being.

What followed was nothing short of a bureaucratic nightmare. Bestmed demanded proof that my wife had not previously been treated for the condition. When we questioned alternatives to providing a full medical report — which we could not easily obtain given the urgency of her condition — only then was the option of submitting an affidavit suggested. This delay and lack of clear guidance is unacceptable. Nonetheless, we comp**** and submitted the affidavit.

Then, we were asked to explain why we requested a specific doctor — despite the fact that this doctor appears on Bestmed’s own approved provider list. Again, we explained, and again, we were asked to submit yet another affidavit, which we also provided without delay.

While we understand that she is a new member, her membership began in November 2024, and we have comp**** with every one of your increasingly unreasonable and outrageous requests. Yet to date, we have received absolutely no resolution. Instead, we are forced to continue calling — spending countless hours on the phone — only to be met with vague responses that the matter is "being dealt with" or "can be escalated" with a 24 to 72-hour turnaround. Meanwhile, her health is deteriorating rapidly, and the pain has intensified to the point where she is now vomiting blood.

Let me be very clear: Bestmed Medical Scheme has failed its most basic duty — to protect and support its members in times of medical crisis. You have shown that while you are quick to take monthly premiums, you are painfully slow — or outright unwilling — to provide medical assistance when it is most desperately needed. Your actions, or rather your inactions, have caused needless suffering, financial burden (now including a casualty bill we must pay out of pocket), and emotional distress. It is an absolute disgrace.

Your service — if it can even be called that — is atrocious, unprofessional, and utterly unacceptable. No family should have to beg for urgent medical attention, and no patient in pain should be turned away due to stonewalling and red tape.

I demand immediate escalation of this case, immediate authorisation for appropriate care for my wife, and a full explanation as to why her medical needs were dismissed and delayed for nearly an entire month. Furthermore, I am formally requesting compensation for the financial and emotional damages incurred due to your negligent handling of this case.

Your failure to act appropriately will be reported to the Council for Medical Schemes and any other regulatory body necessary to ensure accountability.

This is not just poor service — it is a failure of duty, compassion, and responsibility.