Misleading Adverting refusal upgrade

Complaint: I am a Fedhealth member, and recently suffered a serious knee injury that has left me unable to walk properly, work effectively, or enjoy a normal quality of life. Within 30 days of the injury, I requested an upgrade to a higher plan to ensure I could access the care I need. Fedhealth refused my request, claiming that my injury does not constitute a “life-changing event.” This refusal directly contradicts the promise made in your advertising (see attached brochure), which states that members can upgrade to a higher option at any time of the year, as long as it is within 30 days of a life-changing event such as a serious illness or diagnosis. A debilitating injury that prevents mobility and affects daily living is clearly “life-changing” by any reasonable standard. The refusal therefore appears to be: Misleading in terms of your advertising. Inconsistent with the principle of treating members fairly. A violation of the trust members place in your scheme. I request that Fedhealth urgently review my case, honour the terms presented in your advertising, and allow my plan to be upgraded as promised. If not, I will have no choice but to escalate this matter to the Council for Medical Schemes and the Advertising Regulatory Board for investigation. Sincerely, Alida Keulder.
IMG-***3-WA0030 (002).jpg 96.03 KB