Disgusted

Considering that you are one of the more reputable medical aid companies around I am APPALLED at the lack of basic administrative skills displayed throughout your establishment.

I made a plan change earlier on in the year ( March ) and have faced issue upon issue ever since. Debit order amounts were still set for my previous plan rather than the new plan premium which caused debit orders to bounce , when trying to resolve this so much time lapsed that my account was withdrawn.

I may just add that I was pregnant at the time and getting my ducks in a row in preparation for delivery of our little one.

A lump sum was paid in May 3rd for the months lapsed, this was paid through the app itself although I did change my payment method for the lump sum to a different card than what was listed , however the payment was still deducted , no POP was sent but I’d sent proof of bank statements( drawn from the banking app as well as printed from the bank itself) to show the deduction. Somehow these funds “could not be found in the discovery account despite my statements.

After multiple phone calls and rather irate ones at that I eventually got through to the finance department who was then able to reinstate my profile.

Come the end of the month I am back to square one with an apparent amount of nearly 4 times my premium outstanding, after more irate phone calls and explaining this issue all over again I am reinstated, hospital authorisation approved and so forth.

Come July I go into hospital for the birth of my child as per the authorisation , no questions or queries.

End of the month now my debit order is back to the stupid amount again , once more apparently for the last 3 months for which I have not paid, now I have a doctor chasing me for some invoices not settled during my time in hospital but others were covered ? Why? You guessed it , account withdrawn AGAIN!

I have sent bank statements highlighting payments made to you via your own portal! Why am I having to do the work of your finance department to show payment has been made but not allocated ??

I have tried via phone calls , emails , the chat portal and once again phone calls only to be put on hold for an hour and then the call is dropped whilst they are apparently looking into the issue? All my communication should be linked to my profile so please refer back to that should you need proof of all the above.

I have honestly had enough of this , the stress you have caused during an already very stressful time has been absolutely disgusting