Untrained staff?

I’ve been struggling to get my son on Fedhealth’s medical aid as a principal member since around June 2019 without success. I work abroad which unfortunately means it is very difficult to sort out paperwork and documents when a) my and my son’s identity documents are obviously in South Africa, and b) I only have a chance to PERSONALLY sort out my son’s paperwork when I am home.

During my first attempt the first WellWorx sales person I was put in contact with was a Tatium Jacobs. I was due to leave in July 2019 and asked her in April 2019 for all the correct documents I needed so I could send them back before I leave. She did not get back to me .

I eventually had to leave to country. I mailed Tatium stating that I was still waiting for other documenation required for me to get medical aid for my son. I told her I was out the country but had got an affidavit signed before leaving the country but got no response from her end.

Tatium eventually responds. I completed and sent back what she sent me just to be nonchalantly told that my documents can not be used. I then moved on to another sales consultant, Neil Coleman, who was and has been far more professional and attentive than Ms Jacobs. I was forced to take cover for both myself and my son even though I wouldn’t be able to even use my cover, I needed my son to be on some form of medical aid.

I returned home for a period of 10 days towards the end of January 2020, I tried once again to get my son covered as principal member. I was in contact with client services, I received , completed and returned documents I was told would have my son covered as principal member and that my current cover would be terminated Feb 28 2020.

Once again I had to return to work, I received no feedback regarding my medical aid so I tried to follow up with client services. The medical aid was terminated but no new membership was started for my son. When I asked why I was told the documents were processed incorrectly. I was asked for documents and affidavits I have no access to, and to make matters worse I have no means of trying to sort out the paper work that is need as I am under quarantine.

I am in a foreign land and now my son has absolutely no cover because my cover was terminated without making sure he would be covered again . I now have to wait 5 months until I can sort out my son’s medical aid. That’s 5 months with him having absolutely medical cover.

I, unfortunately, will not be going back to Fedhealth