Shocking service received, from a good medical aid

I became a member recently. And I was an extremely happy customer. I started recommending them to everyone I knew, and was even in the process of getting my husband, mother and rest of my family to move over to them as what they offer is better than most medical aids I have encountered. Up until now I've had a great experience. But today, that unfortunately changed. I found out I was pregnant two days ago. (bad timing I know) so naturally, I sumitted a request to upgrade my plan and activate my maternity benefit. Upon which, of course, an investigation needs to be done to determine whether it is a pre-existing condition. Completely understandable. I wasn't bothered because, as I said, I just found out two days ago, and thus far their service and benefits have been amazing.

Then I get a call from a Fedhealth employee who needs to ask questions regarding my medical history etc. I've never met such a rude customer rep in my entire life. From the get go she had the worst possible attitude. Kept interrupting me while I was explaining my situation, and then makes me feel like a **** because, for example, I can not remember the name of a doctor who prescribed something over 6 years ago! I told her she was being rude and asked that someone else rather call me, she refused. Continued the conversation. Just for her to continue being rude. Upon telling her then that I am not happy with the way she is talking to me, she says if I am not happy, she doesn't care. Absolutely disgusting honestly. I could barely even think clearly to answer the questions as I am being interrogated and interrupted like a ********.

As I said, so far, I've been extremely happy with the medical aid. But if this is how members are treated, I am not sure if I would recommend them to anyone anymore. I have submitted a complaint to their email address amd can only hope to get properly assisted in the matter. Fingers crossed.