Fedhealth is run by snotty, hung-over, entitled teenagers! What is going on?!?

I am (almost) speechless at the complete apathy, lack of organisation, lack of professionalism, lack of coordination and mindless money collecting I have been subjected to in the year I've been a Fedhealth member.

First off - I STILL don't have the membership card I ordered TWICE in the past year.

Secondly, I took out the Maxima Entry Saver plan a year ago. Was okay, not great but not terrible either.

Then this year, Fedhealth decides to restructure the plan to such an extent that it is barely recognisable. And of course, without consent or any sense of respect or decency toward paying members. Not to mention - NO warning or communication of the change!

It just changes and there is a TOTAL lack of professionalism, patience, empathy or common courtesy by any of the online support staff. They clearly don't get paid enough to care, nor are any of them trained in handling unhappy customers.

I see the dentist on 28 January 2019. My claim is immediately accepted and cleared. A month later, my dentist sends me a bill that states that the claim has now been rejected, due to restructuring of my plan. This was the fist I heard of this!

I then ask for clarification by online support and am told I need to activate MediVault to gain access to my savings. NO EXPLANATION. The terms simply state that this is, in effect, a LOAN! If I wanted a loan, I'd speak to my bank!

I ask on another day for more clarity and approval for a specialist, as my daughter needs to see a specialist for a painful skin condition and, low and behold, the benefits I signed up for and thought I was paying for now no longer exist!

I previously had about R3000 a year in savings, which needed to be used up before my GP and dental visits were covered. I also had specialist cover.

NOW my savings are a small (undisclosed) amount at the beginning of the year, and when they run out, I have to enter into a LOAN agreement with Fedhealth to get access to a further R6000. Only once my Maximum LOAN (now DOUBLE of what my savings was previously) has been used up, do I get access to any day-to-day care.

So, in essence, to get any day-to-day care, Fedhealth is forcing me to take out a loan, which has to be paid back in full if I cancel. And there is no longer any dental or specialist cover. Only a forced loan.

What exactly were you guys smoking when you came up with this change? How does this add value to my life?

According to a claims statement sent to me by Fedhealth, the dental claim was my very first claim for the year (and was followed by other claims that were partially cleared - until the savings funds ran out. Although I’m still completely in the dark about what this new amount was meant to be.

PLEASE explain to me how a claim can be accepted, subsequent claims are also accepted and then, a MONTH LATER, the very first claim is rejected in full. I even received an email on 16 Feb that states: ‘CLAIM PROCESSING COMPLETE - ********** 7593 We are pleased to advise that your claims have been processed: Name of healthcare professional DR AP LANDSBERG” …with NO FURTHER INFO in the email.

I have emailed the claims department for an investigation twice and got NO response. I asked for feedback by an online support person, Sibongile, today and got no more than a rushed, unprofessional, grammatically incorrect, impatient, snotty, unapologetic, entitled-teenager response that was largely incoherent and lacking in all manners and empathy. I am beyond shocked! Do your online staff receive no training or guidance? Are they still in high school? Perhaps hung-over?

Today I look at my statements and I see that my scheme is not called Maxima Entry Saver but FLEXIFED1? I have never even heard of this option.

PLEASE CAN SOMEONE TELL ME WHAT'S GOING ON?!? (yes, now I'm shouting).