FALSE ADVERTI*****T AND NO VALUE FOR MONEY!!!!

My Fiancé tested positive for covid, we received a statement from pathcare, sent it to Day1 a week ago and no one took the effort to call us to tell us anything till i called in myself today to ask. Your welcome pack documents state that a Doctor will call the patient in such a case to check up on them but that did not happen!!! Is this value for money??? Is this treating customers fairly??? Are you guys the only health insurer in the country???? Is my Fiancé being treated like this because she is black????