Atrocious treatment towards customrs

I’ve been a customer since 1 January 2018. In April I discovered I was pregnant and I called them to try and change my medical aid plan to a higher one when I discovered that my gynae is not on their network.

I called several times to try and get help and eventually I got to speak to someone who told me that with pregnancy if I am already pregnant I must write a request via email but he’s not sure if they will approve since you can only change in November.

I sent various emails with no response. So I called again and eventually got told AGAIN to write an email but this time to put the reference number in the subject line. I did this and still received no response so i called them to aks what is going on and they told me my doctor needs to send a letter stating the date of diagnosis and the diagnosis itself. I asked my doctor to do this and she obliged.

I still got no response from them so I called them again then they told me the letter does not have the diagnosis date. I was so annoyed at this time as the doctor clearly stated when I went to the doctor and how far along I was on this first visit. Nonetheless I told my doctor this and she responded by email to say she will not write another letter as the diagnosis date is clearly stated on that letter. I forwarded this email communication to Fedhealth and still received no communication. I called back to confirm if they received the doctor’s response and was told they still need this date. Ag at this point I am at my wits end. I told them that the date on that letter is the diagnosis date.

Then several days later I receive their first ever communication regarding my communication and they tell me my request was declined because it was done more than 30 days after diagnosis. I am so livid because I have BEEN trying to do this since April for goodness sake. I even started looking for alternatives heslth insurance top up options while waiting for Fedhealth to get back to me. I have spent over R100 in airtime just calling them. This is honestly unacceptable truly. I am extremely disappointed and angered.