Elixi and TruMD repeatedly refusing Pre Auth codes

About a month ago I called Elixi for a pre authorisation code for my GP. I was then notified that the process has changed and an online consultation is now mandatory. I was experiencing heart palpitations, fever, dizziness, nausea and I struggled to catch my breath, circumstances forced me to call as soon as their operating hours allowed. I must have answered 40 questions during the online consult, 1 of which is whether I am ***ually active, have discharge.... etc, from a male speaker. Nonetheless I answer as I should. I'm informed he will consult with a senior and will call me back in the next few minutes. An hour passes, he has not called me back, I call back and am informed the gentleman will call me back. I then receive a WhatsApp message stating that given my symptoms it is not necessary for me to see a GP but instead I will be issued with a script for medication. Long story short, I paid out of pocket for my GP visit, turns out I was having a panic attack and obviously needed to see my GP.

Yesterday Thursday 3 September 2026, I called for a Pre Auth code. I was experiencing migraines for over a week, It's been waking me up at night, the medication I've been using at home was not helping. I also have a rash on my leg and my arm that's popped up which I was told to send pictures of via WhatsApp which I have done. I am struggling to function daily due to the migraines. I again answered ALL their questions. At the start of this consultation I was told that I am directly through to the GP. At the end of this call I was told she needed to consult with her senior, she will call me back in 10 minutes. She eventually called back an hour later, she told me she consulted with her senior whom then felt it necessary to consult with the director about my case. They all feel a GP visit won't suffice therefore will not give me a Pre Auth code. I was advised I needed to see a neurologist. At the very end I was expected to go to attend my local OPD/clinic to he referred to a neurologist. I then asked why do I have to queue at my clinic from 5am to possibly 2pm to see a GP over there just to receive a referral for a neurologist, why can I not be given a Pre Auth code from GP who is literally right opposite my house to issue me with the referral note from a service I pay for. The woman was completely clueless and said she doesn't know the usual referral process, I then explained in detail. She then told me again that she needed to consult about what I had just told her and she'd call me back. I received no call back.

I decided to call Elixi directly, as all the above interactions was done by TruMD. I called to find out whether TruMD was following the correct processes as I previously also had negative dealings with them, from not paying for blood tests and x-rays (I had to pay R1800 out of my own pocket) to being told my account has been flagged and also not issuing previous Pre Auth codes. Even though I have never missed a payment. So my call directly to Elixi is warranted. At the end of explaining my reason for calling to the person on the other side of the phone she offers a waiver to the Pre Auth debacle if I were to pay an additional R65 per month, that is the only solution she offers, and does not acknowledge what I've just described. I explained that this process is demoralizing and when 1 is ill the last thing 1 wants to do is be going through all this, I just need to be seen by my GP. I informed her that this is not what I signed up for when joining this medical insurance and has their company sent out formal notice to clients that the process has changed, wither via email or their app. She confidently responds with yes the company has, I then ask her for a time frame for this communication as I do not delete my emails and I will search for it or on the app. She out me on hold for 3 minutes and then told me she's escalated this to her supervisor which would contact me to inform me of the timeframe for this communication. In the meantime she proceeded to ask whether I would like to sign up for the waiver for lre Auth codes for an additional R65 per month. To which I responded no and why would I want to pay more for a service I'm already paying for and from a company that I already don't trust anymore, what makes her think this would be a solution. It's ridiculous. I told her I'm on the verge of cancelling and have already contacted another provider. That's how the call ended.

I am not comfortable with my health struggles being debated and shared, resulting in refusal to issue a Pre Auth code to see my GP. What happens to the POPIA act in this regard? Who gives them the authority to make medical decisions on my behalf? This company is playing with fire and with people's lives.

This feels like a **** to me. Honestly. Who offers this kind of paid for service? The problem now is I still Ave to give them notice and pay another month when I am cancelling due to failure on their end over and over again.

I am utterly disgusted by Elixi and TruMD.