Worst medical aid scheme EVER!!

I joined Fedhealth in February 2025 on the FlexiFed 1 option. At the time of joining, my day-to-day benefits were active, and I was also charged an additional premium for the MediWallet facility. I continued on the same plan into 2026; however, this is when the issues began.

In January 2026, I contacted your call centre after noticing that my medical savings reflected a zero balance on the app. I was advised that I needed to specify the amount of savings I wished to activate, with the option to increase it later. I requested that an amount of R3,000 be activated. The consultant informed me that an additional MediWallet premium would apply based on this amount.

However, upon reviewing my profile shortly thereafter, I noted that only R2,500 had been activated instead of the requested R3,000. Despite this, I am still being charged a MediWallet premium corresponding to a R3,000 savings limit. This discrepancy has not been explained or corrected.

On 2 March 2026 (call ***), I contacted Fedhealth again to understand how my hospital benefit works. I had received treatment at Netcare Alberton Hospital, which is listed on the FlexiFed 1 network, yet I have incurred significant out-of-pocket expenses and my savings have been depleted. During this call, I was informed that the ICD-10 code submitted by the treating doctor was classified as a trauma code and should have been paid from the risk benefit, not from my medical savings. I was assured that my savings would be restored and that the relevant service providers would be paid from the appropriate benefit.

To date, this has not been actioned, and I was not informed of any turnaround time during the call. As a result, I am now being pursued by service providers for outstanding payments, which is causing considerable stress and inconvenience.

During the same interaction, I also requested an increase to my medical savings. I was advised that this could not be done as my employer had limited my savings to R2,500. Upon querying this with my employer, I was informed that payroll does not impose such limitations and that this matter should be addressed directly with Fedhealth. This conflicting information is unacceptable and has added to my frustration.

Furthermore, on 1 April 2026 at approximately 16h14, I contacted your offices again to follow up on the restoration of my savings. I spoke to a consultant named Makgotso, who placed me on hold for an extended period until my airtime was depleted. I did not receive a callback, which I find highly unprofessional and discourteous.

Overall, my experience with Fedhealth has been deeply disappointing. Despite paying significant monthly premiums, I am now left to cover medical expenses out of pocket while dealing with unresolved administrative issues. This situation is unacceptable.

I kindly request the following as a matter of urgency:

*Immediate correction of my medical savings allocation and MediWallet premium discrepancy *Urgent restoration of funds incorrectly deducted from my savings *Settlement of all valid claims under the appropriate benefit (risk vs savings) *Clear clarification regarding my medical savings limits and employer involvement Feedback on the service failure experienced during my interaction on 1 April 2026

I trust that this matter will be given the attention it deserves and that a prompt resolution will be provided.