Poor service on Flexicare

My experience with Flexicare has been extremely disappointing.

In April, I noticed that my monthly premium had not been deducted. Normally, I receive an email or WhatsApp notification if there is an issue with a debit order, but on this occasion, I received no communication whatsoever.

When I contacted Flexicare around 17–18 April, I was advised that I could either make payment immediately or allow a double debit on the next debit run, which was confirmed to be on 23 April. I chose the double debit option.

On 1 May, I suffered a serious injury and was taken to a private hospital, only to be informed that my membership had been suspended. Because I could not access private treatment, I had no choice but to seek assistance at a state hospital, where my injury was stabilised.

I have no waiting periods on my membership, and the injury falls within the emergency benefits for which I specifically took out cover. Despite this, I am still waiting for surgery authorisation. I have received very little proactive feedback and have had to repeatedly follow up myself for updates.

I am now facing delays and complications because my injury was stabilised but on a waiting period with the stats hospital. Despite me explaining the situation as seeking assistance as this only happening because I was unable to access private care when the emergency occurred due to the suspension of my membership.

The lack of communication regarding my membership, together with the ongoing delays, poor feedback, and failure to provide timely assistance during a medical emergency, has been incredibly frustrating. I am still waiting for authorisation while my recovery remains on hold.