CANNOT REPLY TO A SIMPLE QUESTION

Please read my email and the response I got: your people need so much more than mere training.

Me:

To whom this may concern, I recently joined Fedhealth and I would like to complete the conservative back and neck rehabilitation programme. Please assist in getting me enrolled for the program via email - I do not have time nor airtime to call customer services - kindly do not tell me to call customer services on ***and select option # 2 then select option # 5 then select option # 2. My membership details follow: Name: Marcelle Nel Option: Maxima EntrySaver Membership #: *** Dep. code: 00 Kind regards, Marcelle Nel

Fedhealth Customer Service Agent:

Good day

Thank you for contacting Fedhealth.

Family takes care of family by providing you with excellent customer service.

How can you access the programme? There are a number of ways to access the programme:

1.The telephonic helpline on ***2.You could be identified by the Scheme through predictive modelling 3.The Scheme might intervene prior to authorising your back and neck surgery 4.Managers might refer their employees to be assessed for eligibility 5.Referral by your FP or specialist.

To obtain an authorisation online, click on www.fedhealth.co.za and enjoy the convenience of having access to your medical aid information 24 hours a day, 7 days a week.

To minimise potential co-payments, please contact Client Services on ***to check if your specialist is part of the Fedhealth Specialist Network.

Authorisation needs to be obtained at least 48 hours before admission for a non-emergency or planned procedure. In case of emergency, authorisation can be obtained within two working days after admission.

You can now send your New claims directly to our Claims Department on email address *** or fax to ***. The turnaround time for new claims is 5 to 7 working days.

Any enquires related to previously submitted claims can be emailed to ***.

New authorisation requests can be emailed to ***.

Kind regards Sibongile Zwane

Like seriously, that is just pathetic. He did EXACTLY what I asked him NOT to do.