Extremely frustrating

What a frustrating couple of days it was dealing with Fedhealth and still no answer. I could find no other forum that this one where Fedhealth actually responds, well lets see if it is not only just a standard response to all. Approximately two weeks ago I contacted Fedhealth to make sure what optical benefits I have on my plan. The consultant I spoke to said I should visit a network optometrist and then I have certain benefits which is a consultation, R200 of a frame and the single vision lenses (this is covered by risk). He confirmed that Torga Optical was on the list so I made an appointment. The test done, this has to now be submitted to Fedhealth. Torga Optical is adamant that only an amount of R725.00 of the quote of R3504.00 will be covered. Your various consultants contradict each other all the time (obviously no training) and says there is no amount regarding the risk benefit just it is the consultation etc that is covered. How difficult is it just to confirm what amount of a quotation is covered and which amount is taken off the savings. I spent 50 minutes on the phone yesterday and still no answer. I just cannot understand. Can someone just tell me what is covered and what is not?

I am afraid that Fedhealth is more concerned in merging with another medical aid, changing plans (which is really unpractical), implementing new processes (wallet) than to adhere to their motto (alleged motto) family look after family. I don't know what has changed but since we joined to now Fedhealth is declining each year re their customer services. Really sad as we never used to have so many issues. I even see on Hello Peter I really struggle to find any comments that is not a one star rating, does that not bother Fedhealth? The one thing however then never changes is the premiums that go up every year. I am led to believe that if you are not on the highest plan or a company they don't really bother.