EXTREMELY DISAPPOINTED – UNACCEPTABLE SERVICE FROM FLEXICARE

EXTREMELY DISAPPOINTED – UNACCEPTABLE SERVICE FROM FLEXICARE

I am absolutely disgusted with the way Flexicare has handled my son’s cover.

Flexicare cancelled/terminated the debit order mandate despite the fact that I had approved and authorised the debit order, and I have proof of this authorisation.

This was NOT a situation where I refused payment or cancelled the debit order. I gave the required authority for the debit order to be processed, yet I am now being affected by an administrative failure that was not caused by me.

The consequences are not just an inconvenience. My son is currently sick and sitting at the doctor with a red face, and instead of being able to concentrate on getting him medical attention, I am having to deal with problems relating to his Flexicare cover because of something that Flexicare appears to have done incorrectly.

This is exactly when a parent expects medical cover to work — when their child is sick.

I want Flexicare to explain, in writing:

Why the debit order mandate was cancelled/terminated when I had authorised it. Who authorised the cancellation. On what date it was cancelled. Why I was not properly informed before my son’s cover was affected. Why the proof of my debit-order authorisation was apparently not acted on correctly. What Flexicare is going to do immediately to rectify the situation. Whether Flexicare will accept responsibility for any medical costs I have to pay because of this situation.

I have retained the proof showing that the debit order mandate was approved, together with the relevant communication and records.

I find it completely unacceptable that an administrative or debit-order problem on Flexicare’s side can potentially leave a child and parent dealing with uncer*****y about medical cover at the exact moment medical treatment is needed.

This requires URGENT senior-management intervention, not another generic customer-service response.

I expect Flexicare to investigate this properly, correct my son’s cover immediately if it has been affected, and provide me with a full written explanation.

Parents take out medical cover for peace of mind. Today, Flexicare has given me the exact opposite.