FALSE PRETENCES

On the 18th July 2018 I decided to take out a policy with Clientele Life, more specifically the one that they keep advertising - hospital pay out. I spoke to a sales consultant and I was happy with I was told more so in terms of the waiting periods for pre-existing conditions as I had asked him more than once what it would be. His answer was "because you are a member of Discovery Health there would be a three month waiting period and not twelve as normal" I said great I accepted and upon receiving my documents (same day) it said 12 months. I rang them up and disputed as that is not what I signed up for. I was informed that they would have to investigate and would revert. I waited and on the morning of the 25th July 2018 I received a call from one of the staff members who was handling my matter, saying that she had listened to the recording and the sales consultant not once but twice said it was a 3 month waiting period for pre-existing conditions, however, because the policy was rectified before the premium was deducted the standard 12 month waiting period is enforced. The premium was deducted before I received the call. I said to her that this was not what I was sold and that I wanted to cancel the policy but because of the false pretences I would actually not instead I would escalate it to the ombudsman. She gave me the details of the arbitrator and ombudsman. I contacted the arbitrator first in hope that she would be able to assist me. I was yet again informed that I was correct in saying that he offered me 3 months on pre-existing but there was nothing they could do as the policy was corrected and she had found in my favour. I asked her how and I got a copy of the policy documents stating the 12 month waiting period. I am still trying to figure it out. After not much joy I approached the ombudsman who immediately sent out letters to Clientele Life and advising that they had until the 14th September to rectify or answer. This dragged on I called and emailed the ombudsman on a weekly basis and 3 months later I was told that she could not make a ruling although listening to the recordings I was correct. I was admitted to hospital on the 15th October 2018 discharged on the 19th October and then re-admitted on the 22nd October for surgery. I spent approximately 13 days in hospital. I contacted Clientele electronically to advise them that I was admitted and they duly responded electronically stating that a consultant would be in touch. I waited for days, eventually someone did call me and I submitted all the necessary documents as requested. I am still waiting to find out what the situation is. I find their service totally disgusting. I have never been put through so many back and forth situations. I want them to honour what I signed up for on the 18th July 2018. I cannot be held accountable for their staff not being properly trained. They deduct premiums before the stipulated debit order date. I have paid for a service and I need some action. Their promise to pay R 5000.00 on admission and a further R 1000.00 per day after the first 3 days should be paid out.