Ref 130922Q8RG9W - unacceptable service received from Fedhealth

We were part of the Fedhealth family and then we went over to another medical aid for circumstances outside of our control. We re-joined Fedhealth Flexi Fed 2 Grid beginning of July 2022. Unfortunately, we weren't aware beforehand, when we rejoined Fedhealth, that my husband has a serious neck vertebrae condition.

Understandably, due to Flexifed 2 not covering Non-PMB for certain conditions, we totally understood that we need to apply for an option plan upgrade (To Flexifed 3 Grid), so that we can then receive approval for my husband's urgent surgery.

We originally e-mailed the applicable application, Doctor's letter stating that it is a new condition and the works on 08 September 2022 (at the time, my husband's operation has been postponed two times already). We received a reference number on 09 September 2022 (***) which stated the turn around time is three working days. Since then I communicated with them that next Monday (12 Sept 2022) at which time they informed me that ONLY NOW the application has been sent through to a department for review.

So once again, I needed to re-schedule my husbands operation.

I followed up on a daily basis, with no luck at all. They did request a new motivational letter from the Neurosurgeon as well as the imaging, which I did sent through to them on time. I re-scheduled my husband's operation for tomorrow, 20 SEPTEMBER 2022, BUT NOTHING AS IN NOTHING HAS BEEN CAPTURED. Not our plan upgrade and no authorization, which means, once again I need to re-schedule with his neurosurgeon while he sits in extreme pain in his neck with no feeling in his extremities, which is really worrisome.

Through all of this going on, we still need to keep our own small business afloat, as well as keep our two small children calm and we cannot make any business meetings etc due to the uncer*****y of this whole situation.

I am all for a medical aid. I was all for FEDHEALTH. THAT was why we re-app**** for membership again. I understand that a medical aid is still a business with rules and regulations, BUT, REALLY? If you cofirm that your SLA time is 3 working days and if a member is willing to upgrade and endure the extra monthly cost so that he can undergo a urgent and neccesery operation, how do a medical aid fail to provide a solution from 09 September till today 19 September. I am deeply disappointed.

A Medical aid is there to provide re-assurance for when health issues arrise, it is NOT supposed to be a major cause of stress and uncer*****y.