1 reviews | Active since Aug 2011
Bad Service & Attitude
Hi Hellopeter,
I would like to expose and complain about Day 1 Medical insurance for their bad service and attitude when my wife contacted them on a suspended service of which they claim they have made contact to notify of a missed premium which is completely not true. I have the sms as proof on what they said and it reads as follows: + ********** ********** 04: Your Day 1 premium was unpaid. Your account will be re-debited on 15 Aug 2017, Kindly contact us on ********** 667 if you disagree. Ref: MAM ********** . This was the exact message from them to the main member and it was never said the account was going to be suspended to the point where it was discovered on the point of sale that the account was indeed suspended. No call from them apart from the sms which says nothing about suspension at all and we were faced with a situation where our child had to be turned away due to this. My wife spoke to a number of people sending her from pillar to post and still unable to assist and claiming this to be normal practice across medical insurance industry of which I disputed because as far as I know you ensure that you contact the main member and find out what had happened and make arrangements, failure to adhere to those arrangements will result in suspension of the account and after 3 months of none payment the policy automatically lapses and you will have to start afresh when this is rectified. This is not the case with Day 1 and the lack of empathy towards it's clients leaves much to be desired to say the least. The service level received from their staff was unfriendly and arrogant with zero care for the member. I am writing this review for all to see and consider when they are contemplating signing up with them, This is not how you treat human beings especially when life is at stake.
Dear Member,
In response your Hello Peter posting dated 15 August we advise as follows.
In the first instance, we refer you to Section 6 of our Product Guide - Product Payments.
In particular, Paragraph 6.1 states " Product payments are payable monthly in advance. If the product payment is not received in time, all option benefits will be suspended. There is an extended grace period to receive payment up to the 15th of the month for which payment is due. If your contributions fall in arrears for more than one month without alternative arrangements having been made, your membership will be terminated immediately without further notice.
Further, our call centre staff did try to contact you telephonically but their calls were rejected.
The situation currently is that should the re-debit yesterday, 15 August be successful then your contract will be reinstated immediately. Alternatively, another option is to make an immediate cash payment of your arrears as you previously chose to do in May 2017.
In the event that yesterday's re-debit was unsuccessful, then you may may make arrangements with ourselves to make a double debit at the end of August. However, your contract will remain suspended until premium payments are up to date.
As a valued member,we look forward to your continued support.
Regards
Administration Department
Dear Member,
In response your Hello Peter posting dated 15 August we advise as follows.
In the first instance, we refer you to Section 6 of our Product Guide - Product Payments.
In particular, Paragraph 6.1 states " Product payments are payable monthly in advance. If the product payment is not received in time, all option benefits will be suspended. There is an extended grace period to receive payment up to the 15th of the month for which payment is due. If your contributions fall in arrears for more than one month without alternative arrangements having been made, your membership will be terminated immediately without further notice.
Further, our call centre staff did try to contact you telephonically but their calls were rejected.
The situation currently is that should the re-debit yesterday, 15 August be successful then your contract will be reinstated immediately. Alternatively, another option is to make an immediate cash payment of your arrears as you previously chose to do in May 2017.
In the event that yesterday's re-debit was unsuccessful, then you may may make arrangements with ourselves to make a double debit at the end of August. However, your contract will remain suspended until premium payments are up to date.
As a valued member,we look forward to your continued support.
Regards
Administration Department