No help for Elderly customer

My Mom who is 73 is a customer of yours and has been struggling for the last 2 months to get a straight answer from Fedhealth to approve a medical device she needs. The Dr has send through all the paperwork and motivations and my mom has more than enough funds in her savings account to pay for the medical device needed.

First response received from Fedhealth - no that cannot cover the complete cost and will only cover 30% - my mom then requested it be reviewed. Second Response - Approval Fedhealth will cover the full cost Third Response - Send to the DR my Mom has no savings available so they will not cover the medical device. Fourth response - They will only cover 30% but the Dr must go ahead then submit full claim and they will then decide what they will cover.

I am sure you will agree this is no way to treat an elderly customer, it does not seem like your call center staff have an approach to deal with vulnerable customers. It is also so difficult to get hold of anyone on the call center that can assist. Also the response via mail also does not answer the questions.

We need your urgent assistance here to get this resolved.

Regards