Poor Service / No Feedback

Poor service and NO Feedback

09/10/2018 Broker contacted Fedhealth, she advised that I need to contact directly as there is some important information that Fedhealth requires.

I have contacted the call centre, and was advised of what information I need and that I must send an email. I was advised that the turnaround time for special requests are 2 (two) weeks.

On the 12/10/2018 I compiled an email with the following information: Member Details, Chronic Meds Details, Collection Date, Departure Date and Return Date. (Read Receipt: Your message was read on Friday, October 12, 2018 8:04:03 AM UTC.) So then I received confirmation email with REFERENCE NO (1): 121018Q1VVH8

17/10/2018 my broker did follow up on the status of our request, I got feedback that Fedhealth didn't want to provide them with any information. So I took over from them and send a seperate email again with Broker Appointment Letter that was submitted on the 04/10/2018 already. Still haven't received any feedback and / or notification that Fedhealth acknowledge the request and / or that the brokers have been linked / listed as our brokers. (Read Receipt: Your message was read on Wednesday, October 17, 2018 10:37:20 AM UTC.) So then I received confirmation email with REFERENCE NO: 171018Q236ZT

22/10/2018 Only email received from Fedhealth was the Renewal Communication... Still no feedback on any for the queries thus far.

15/11/2018 I made contact with the call centre via the Live Chat. It started with Darren, then I chatted with Brad, the duration was 1h 15m. Resend the email with all the details. REFERENCE NO (2): 151118Q3PL02 and a third time: REFERENCE NO (3): 151118Q3PVVL

So then I got on the phone. 45minutes later, got reference: REFERENCE NO (4): 15118Q3PSYT and was advised I need to give them two (2) working days. (Thursday 15/11/2018)

So today is Tuesday, 20/11/2018, once again I had to contact the call centre.

Now I am at REFERENCE NO (4): 151118Q3WVL5.

All the correspondence are available, including the LiveChat, on email.

Please feel free to contact me, not that I expect a call back, should you require copies of the email communication.

Regards, Mrs. M.H. Bruwer Work Number: ********** Cell Number: ********** Email Address: **********