LOYALTY AND UNTRAINED CALL CENTRE STAFF

I was a Medscheme member for many years and later when Fedhealth took them over I remained a member however I am appalled at the treatment I receive as a client of more than 20 years. I have a hospital plan, which is VERY costly and part of this plan covers one doctors visit a year. On Wednesday 15 August I went to the doctor for the first time this year as I was very ill. The R359 for a consultation was declined by the medical aid. This after I confirmed with them prior to my visit in my conversation with Antonette, at the call centre to which I even confirmed he was on Fedhealth’s list of doctors. I then phoned Fedhealth and spoke to Thabo, who told me it was a mistake and he would put the claim through manually. When the doctor was declined again, I spoke to Amour, who said the doctor put in the wrong code. Fedhealth’s call centre agents are clearly not trained the same way and surely must be on a centralised system where information is passed from one agent to another. I have read my policy, and it does not say the same thing as what the Fedhealth agents are telling me. In 20 years I have hardly used and definitely not abused my medical aid, but suddenly when you need one small account paid every excuse comes out. Where is all the money I have been paying for medical aid over the years actually going? Certainly not paying my medical bills. Fedhealth, if you want my loyal business to continue, I would appreciate a response from one of your top managers. I would hope that your customers health comes first.