Account being Suspended & Double charge month end???

Greetings,

I am giving Fedhealth 2 stars mainly because I've been having my medical aid with them for some couple of years and the plan has been working just fine. I guess it has been working mainly because I have always been paying my debit orders monthly. Recently, early this year end of Jan to be specific I noticed that my account bounced and their debit didn't go through on my account and the reason was that I had not enough funds at that time. I then assumed that they will come back and take the money again or like my other insurance they will take it month end with a double pay. I didn't mind both options.

The challenge though, started when I went to clicks to try to use my savings that I had to get some medicine and I was told that my account is suspended. Now, initially I was shocked but I figured out on my own that the cause for this could be the fact that I did not pay. I had to take that humiliation and understand that for this month we are not covered and in fact had to even give my Wife heads up that please note that this month we are not covered. This means even if we could be on an accident now we should accept the risk that in Feb we are not covered. Now this was not a problem it was a risk that we took and assumed it is what it is. Challenge started when I called Fedhealth agents, which I spoke with and I have their names, if a need may arise to share who I spoke with, as I spoke with 4 different agents. They confirmed my assumptions in that in Feb my account was suspended and if any accident I had which could have resulted me into hospital, my medical aid wouldn't have allowed me to be taken in, as I owe the month, and any other expenses I would have needed to pay cash or go to public hospital. They however proceeded to mention that month end of February they will debit and that will be a double debit mainly because I didn't pay end of Jan as I have already stated above. Now I asked why should I pay for this month if it is suspended and you are also confirming that all the services I can't get even getting medication from clicks. They said no you still need to pay the double but you can always claim back anything that you used after you pay. I then from that point on, knew that clearly there is a misunderstanding why we take these insurances if their approach is this.

The approach they give me shocked me, as this was the assumption I thought they will apply in my situation. Like the other insurance that I have on my car. I once had a similar situation, and they called me to explain that they couldn't get the money, however I can choose to pay it now or wait till month end and they will double debit me, however the key from their approach was that, irrespective of which option, please note that your car will still be covered, and you won't be at risk. Fedhelath on the other hand were willing to leave me on risk in the month of Feb and honestly I could understand because I didn't pay so that was the punishment and I needed to accept the consequences and hence I even told my Wife. On top of that punishment they still want to charge me for that month that has passed which was suspended and my logic fails to understand why. Because now they are double penalising me and my family without any risk in their side. I found that so disappointing and honestly, *****, because in their business processes they are actually don't care about me and my family, they just care about their systems and their processes are so computerised that not even a person called me to make sure I am aware of this so that I make decision whether to pay or what. I basically found that approach so sad, on how they prioritising money more than the life of their own clients or people they claim it's their clients. They should chose if they suspend or double pay at the end of the month. I don't see how can they be allowed to do both, that makes no sense and it brings a big question on why then are they double charging me month end. They now took over R10K this month to implement the double payment which I have a tight budget, because for them it's not about me as a client but their processes. So disappointing.