Extremely poor service

Good day I have been trying to resolve a claims query on behalf of my mother for the past 5 months now. I should probably complain about Medscheme as they are the administrators for Fedhealth. I am totally appalled by the way you/they deal with member queries and their turn around times are shocking to say the least.

The first time I queried the account I waited 21 days working days for a reply. I waited another 12 working days for the next answer, and I am currently waiting 19 working days on the final answer. I was told on Friday by the customer service agent Mike, that the claims department have a backlog and he cannot tell me when I will have an answer. Not sure how the company comply to service level agreements at this rate....

And frankly, your backlog is not the members problem.