Frustrated

In general Fedhealth is a good medical aid, which pays timeously. However I must say they are not treating me well in this particular case . Medical aids allow an upgrade on diagnosis of cancer, so I app**** for an upgrade. Fedhealth says it takes 5 working days to resolve such requests. But after 8 working days, and many phone calls in my part, I received an email declining my request. They said this was a pretty existing condition but this was not so. I am unhappy with this service as (1) they came to the wrong conclusion and they should have called me to clarify their decision, in which case I would have explained and obtained an appropriately letter from my oncologist, and (2) felt that they took too long to respond . It is now 11 working days since my request and despite me sending them a letter from my oncologist explaining that this is a new cancer, and me explaining that Fedhealth had previously assured me I would be allowed to upgrade if my cancer recurred , they have still not upgraded me.

So I am very unhappy about this particular service although (1) I acknowledge that in normal day to day matters, they are competent and timeous (2) I appreciate that they, like the other medical aids in SA, do allow an upgrade on diagnosis of cancer.