Useless contact centre

Back again having to make a public complaint due to the scheme not being able to process claim correctly and Team Leaders not being able to solve the issue at 1st point of contact.

Please see reference number 190418rq8dgh on the 19/04/2018. Called Bonitas to find out why a claim had not been paid. Agent advised claim will be processed within 3 - 5 days. It is now the 03/05/2018 with no resolution. I followed up on Monday 30/04/2018 where i spoke to a team leader by the name of Zander who said he would escalate and get back to me once processed. With no call on Wednesday i followed up and they said it will be processed the same day. Today called again at 14:20pm. was advised by the agent all team leaders are in a meeting and there is no feedback on the query. This query has been escalated to 2 other team leaders with no success. The claim has been pending since the 04/04/2018.

Please explain how you are not able to reprocess a claim in a timely manner where the issue is on your end. I expect this resolved by the end of this week or you can deal with the council of medical scheme to address the issue where you are unable to process claims.