COmplaint - Apnoea Monitor

Good day

Please assist as my partner and I had our baby a year and 2 months ago and we wanted to claim out monitor through Camaf as they offered the mother to be programme where you get a Apnoea monitor and Breast pump. So we claimed the breast pump but could not claim the Apnoea monitor as all the Dischems had the new models and Camaf had not updated the nappy codes as yet. We were then told that they would be updating the nappy codes in April 2019 which is 4 months after my baby was born but it was never updated until later on. Eventually when the codes were updated, we tried to claim and were told that we cannot claim as we should of claimed 3 months before the baby was born or 3 months after the baby was born. We were never made aware of this as every time we called the call centre they just told us about when the new codes would be available and that they would send us the codes. The other issue is that the new Nappie codes were only available after 3 months anyways.

We then escalated and were assist reasonable and they told us that we need to pay for the monitor first and then we can claim afterwards and will get the money back. The reason for this was because the system could not do the claim anymore and that we had to pay now and then claim. I was told by a supervisor that the IT department could not adjust the system.

The problem with this is that we pay so much for this medical aid and now we have to find a couple of thousand Rands to get this monitor whereas the medical was in the wrong to start off with. I think we should be able to claim our monitor without having to pay anything upfront.

Please advise as I am thinking of Taking my partner off Camaf You can call me on *** ID: ***

Regards Joshus