1 reviews | Active since Aug 2010
A tragic loss of previously professional, efficient and highly rated service values
I have been a (Medscheme) / Fedhealth Member for 38 years and would rate them as a good scheme for 35 years. Their service has deteriorated steadily over the past 3 years when they elected to supposedly cut costs, attempted to digitise anything and everything in a totally illogical manner; use untrained staff, AI or algorythms to churn out disassociated automated / Live Chat responses, and, in my personal experience since January 2024 have completely failed to conduct any meaningful communication regarding basic non-payment queries, data profiles, etc. I have tried LiveChat, emails, phone call centre and website. The automated and LiveChat replies I do receive have NO contextual meaning and do not relate to the query submitted. phone call centre agents are rude, do not provide meaningful responses (which you have to try and drag from them) and contradict each other during a follow-up call!!!. OR - even worse, am told to "go and look for that info on the Fedhealth website; but the can't provide a menu heading/tag reference. In other words - surf the site and you'll perhaps come across an answer - or not! What an unbelievable; ***********; unprofessional and unacceptable system for a service which is being PAID FOR by the Member!. I send further emails. I continue to receive automated responses which have NO bearing or relevance to the problems! On Jan 1, 2024 I received a PMB recording 7 chronic authorisations. I am now told that my records reflect 1 chronic authorisation under PMB.??? all other related conditions will be rejected. every condition has been reported on and MOTIVATED by the relevant specialist - in some cases TWICE. Some of my numerous communications request INSTRUCTIONS on HOW to update my profile as the website only allows access to one page - viz., personal biographics. NO RESPONSE!!! I am at my wits end as to how to receive intelligent, accurate, SPECIFIC and meaningful feedback to my NUMEROUS communications. What type of competency assessments are carried out on employees' completion of in-house / product / systems training?
NOTE: The Additional Info block below is yet another non-functional digitised option. It does not allow for inserting any content!
I can only request that Fedhealth reviews my file; assigns it to a suitably knowledgeable "Agent" and spends a couple of Rand on a phone call to me or BOOKS an appointment with said person and I'll drive to your Flora offices to resolve in one sitting.
It appears that Fedhealth does not allocate queries to Agents. all are sent to the "***" pool - and luck determines who they end up with for processing. with absolutely no ownership or continuity! All co-respondents are hidden behind an anonymous and automated screen. There is not opportunity to contact "X" in the event of any further clarity - you only receive recommendations to surf around their inexhaustable/ illogical apps and websites - and get further confused! This is such a sad and frustrating experience! I am awaiting the SIX remaining outstanding responses.
Companies outsource Customer Service support - it's cheaper. How did previously good service to Fedhealth Member care and support get to this abymal level? Perhaps the customer contact centres have been outsourced to "agents" in India/Asia or somewhere, and whose FAQ reference/insight list is limited; and that's the reason there can be no contextual interpretation or responses?
It appears that Fedhealth does not allocate queries to Agents. all are sent to the "***" pool - and luck determines who they end up with for processing. with absolutely no ownership or continuity! All co-respondents are hidden behind an anonymous and automated screen. There is not opportunity to contact "X" in the event of any further clarity - you only receive recommendations to surf around their inexhaustable/ illogical apps and websites - and get further confused! This is such a sad and frustrating experience! I am awaiting the SIX remaining outstanding responses.
Companies outsource Customer Service support - it's cheaper. How did previously good service to Fedhealth Member care and support get to this abymal level? Perhaps the customer contact centres have been outsourced to "agents" in India/Asia or somewhere, and whose FAQ reference/insight list is limited; and that's the reason there can be no contextual interpretation or responses?