Hospital Authorization declined

Hospital Authorization declined

I submitted my request to have a procedure for my sinuses -Sinus Endoscopy Surgery to Bonitas which was scheduled for the 03.08.22 . I received feedback from medical aid on 28.06.22 that they require supporting radiology results and Dr.'s motivation which I submitted back tome the medical aid on 05.07.22. Since then I've been following up weekly to get feedback and every time I was told that the matter was referred to the medical adviser for a decision. I kept advising them that they need to please let me know in advance so that I know earlier in order to make alternative arrangements as this is an essential surgery required for me. Today (28.07) I called after having called the medical aid on 25.07 and was told the matter is still with the adviser and that i should call on Thursday- again I stressed that they are leaving this for the last minute - what time will I have to make alternative arrangements if they don't cover me? Stefan tells me that there was a decision made already on the 22.07 that Medical aid is declining this request - please note, first of all, I was NOT notified of this on 22.07 ( Via email /phone) , secondly, I did call on the 22.07 and no one gave me this feedback!! Only when i called 28.07.22 Stefan confirms that this feedback was received and it was not emailed to me.

The lack of compassion of this medical aid is appalling - who volunteers to have surgery that they don't need ( I suffer from chronic headaches, dizzy spells from the backed-up fluid in my ears, and impaired hearing due to this infection and yet after diligently paying my medical aid R6k per month - when i need them the most they dare dismiss me, they dare to ignore me and not have the decency of letting me know.. I'm so hurt and wonder what else will be rejected by this Medical aid when they continue to take our monies monthly without fail and yet they refuse to help us!!!!

I need this request to be revised - the way you handled me was insensitive and uncalled for -i'm your client and I need your help.

Ps. I asked Stefan to email me the rejection letter today (28.01) @ 13:30 - and it's still not done now at 14:30..what a service!!!