EXCELLENT SERVICE

Just a little background. I work for a Paediatric Oncologist and I have regular interaction with different medical aids. There are rules in place, for example a new treatment plan which normally has a turnaround time of 3 – 5 working days. We had a little one (3 years old) that took a turn for the worse and we needed to do an urgent PET CT scan approval. When I phoned the call centre, I spoke to a very rude and unhelpful agent. After I had begged and pleaded with the agent, and got nowhere, I ended the call. I phoned back and Innocentia answered. Explaining my predicament and understanding the medical aid scheme have rules in place, she went out of her way to assist. She escalated, contacted case managers, and assisted me without hesitation. I would like to take this opportunity to thank Innocentia for her understanding and dedication. Sometimes we do need to walk the extra mile as these circumstances need extra ordinary attention. Thank you to Innocentia and Melanie (who was on annual leave) and walked the extra mile for us. We do appreciate all your effort.