Call centre training.

I do not believe that medical schemes were created to be deceptive, obtuse, or, in some cases, ********. However, in recent times I have to question, either the intent of upper management, or the competency of both the management and the call centre staff. When Fedhealth launched their 'medivault' system a while back, utter chaos reigned. The call centre staff were not adequately trained, resulting in mass confusion about the plan. The confusion that was conveyed to members via the call centre was: That Fedhealth would pay the medical bills, and then claim it back from you by means of a debit order over 12 months. So, why pay for medical cover in the first place? They omitted to tell us that this was "Item NOT covered under the normal scope of your plan". Nice idea for cash strapped folk, but poorly executed. Even hospitals and Drs. were confused. This has since been clarified, but now we battle another problem. When the call centre do not understand a process or procedure, the are reluctant to escalate the query, instead, send it on to the next available call centre person in another dept. [In my case, a surgical procedure gets shunted to "Chronic"] Chronic declines it because it is not 'day to day ' medication, and sends us back to another dept.... and so on.... ad nauseam. How does one solve a problem, when the base line call centre cannot resolve the matter, but refuses to escalate it? And herein lies the rub. Due the hassles, myy wife suggested I switch to her medical aid in December, and I declined, seeing as I have been with FH for about a decade, I believed we can get through this. Perhaps My wife was right!