Shocked at the service to open my new application

I have been with CompCare for 3 years. On the 16th of January 2024, I sent through a cancelation request with a new application for my wife and son as it was getting too expensive for the 3 of us to be on medical aid. They messed me around for days to get the request to the right department.

I missed my payment for January. I was then told that I needed to pay the outstanding amount before they would activate the new application. This was on the 25th of Jan 2024. 10 days after my new application was originally sent. I followed up 2 times between the 16th and 25th without being told why there was a delay. I then told them that I missed the payment due to the rate going up so much, which is why I canceled. I also told them that I have not claimed from the medical aid in 2024 as of yet. I only got feedback on the 30th of Jan. 5 days after their initial response. It was escalated to management to get approval for my cancelation to be backdated to the 1st of Jan. On the 6th of Feb, I got an email response saying it had been approved and we didn't owe the scheme anything. This was not communicated to the membership department as they refused to open the new application before payment for January was made.

On the 9th of Feb, my son got ill with pneumonia and he had to be hospitalized. I spend the whole day on the phone trying to get them to open the new membership. After 5 hours of back and forth calling they finally sent me an email to say it has been approved for the next step. I called in and asked them to please attend to it as it is an emergency and I was promised after being put on hold for another 10 minutes that they would process it and send the certificate to me before the end of the day. Today is Monday the 12th of Feb 2024. Once again I was told that it was being processed and even after I told them that they promised me I would have the certificate on Friday. In the mean time my son is in hospital and everything is coming out of my pocket because the medical aid was taking forever to get my wife and son covered.

I am absolutely shocked about the service I am getting as I have been loyal to the medical aid for a while now and didn't want to move due to them being on the ball all the time. They have really let me down. I have waited almost a month now just to sort out my medical aid and am still waiting. This is way too long when people's health is at stake.