No Complaints at Fedhealth

There are several medical aid schemes that have excellent public relations capabilities as their market coverage is very good resulting in an unrelated reputation that is not vested in their actual practices.

Fedhealth is one such medical scheme and as I have gotten acquainted with the lir practices not only from day to day services it is evident that the management anf executives are far from the reality of the work on the ground.

The reason being that most of their services are outsourced so who why would a contractor who provides services to various other medical aids escalate the complaints of members as it is not in their interest.

I have raised several emails on various platforms to get no response or get a reference number that no one responds to. The principal officer in the report states that these are the biggest cost factors but you as management don't know what they are doing?

Most of my medical related issues have been positive and that has been a saving grace. But the adminstration or management is poor and is evident from the website or functions. There is no place one can raise a complaint on the website and there is no one who follows up when complaints are registered through the variety of channels they provide.

So my latest frustration stems from an SMS received to say that my membership was suspended for September. I found that crazy as one pays in advance and if I didn't pay in September it would be for the month of October.

I call the call centre and it takes over 10 minutes which is also poor as they repeatedly ask you to WhatsApp them. You suspended my medical aid and you expect me to contact you on a communication channel that has no immediate action.

After 15 minutes I spoke to an agent who then informs me that my deductions are post dated still not explaining why my medical aid is suspended for a month that had already passed. Their admin is either way behind or more people don't know what they are doing.

She comes back after speaking to finance and apologises but says it is reinstated. No evidence provided but I just note that my debit order for November will go off now.

There are so many things wrong that is it speaks to services I would expect to get when one call a government department call centre. 20 minutes on a Monday morning to sort out a adminstration problem they created.