Self Funding Gap

What is it: The Self-Funding Gap comes into effect, when your Personal Medical Savings account has been depleted, and you have not yet reached your Threshold. While you are in the Self-Funding Gap, you will be liable to pay day to day expenses yourself, until the Threshold has been reached. All claims must be submitted for processing to ensure that they accumulate towards the Threshold.

My Complaints: 1. When I called the call-center a long time ago, they did not even know what the Self Payment/Funding Gap is. 2. The fax number ( ********** 760) to which claims should be faxed never works, the report always reads "No Answer". 3. When emailing them, you get a reply email saying: "This e-mail serves to confirm that we have received and are attending to your query." 4. Next you get an email saying: "Closure of Query" 5. And to my frustration, some of my "claims" gets processed to the Self Funding Gap Threshold, but most do not. I have no idea as to why, as all accounts/bills are similar and I provide in a standard template letter, ALL the proof including copies of accounts/invoices/with codes and all. - Why not process ALL I send to our Self Funding Gap??????????

Is it because they are not really looking at the documentation I send? I provide more then sufficient information. We know our savings is depleted We are not looking to claim back, we do not want your money, WE JUST WANT THE BILLS WE PAY CASH FROM OUR OWN POCKET TO BE SUBMITTED TO OUR SELF FUNDING GAP TO ACCUMULATE TO OUR THRESHOLD.