1 reviews | Active since Nov 2015
Poor feedback and handling of accounts
Helo Peter<br> <br> I have submitted my insurance claim with Gap aid initially on the 9/12/2015. In Jan 2016, I then followed-up with them, to find out that there were a few documents outstanding. I then emailed the documents (doctors statements and the medical aid statements) to [Email Removed] on the 06/01/2016. I have called several times and I was either told that my documents were sent for processing or there are outstanding doctors statements (even though I sent these on the 06.01.2016). I called again on the 21/01/2016 and I was told the same thing, 'the service provider statements are outstanding'. I resend these again on the 21/01/2016. Although I have now been told that all the documents are in order, I am not happy with how this was handled. Although I resend all the required documents, everytime I followed-up on the progress of my claim, I was told that the same documents I sent, were outstanding. Also, I had to always be the one to call and find out what was happening, otherwise I would probably never know. GAPAID can do better in improving their communication with customers and keeping track of the supporting documents received from customers. Poor service so far.
Dear Ms Mphahlele,
Kindly accept our sincerest apologies for your poor experience.
We do however advise that your claim was received and you were furnished written acknowledgment of same. We further advise that our offices have been in continuous contact with you from December 2015, to date, with regard to non-corresponding treatment dates.
We confirm that our Client Services Manager has contacted you, on even date, and resolved this matter. We further confirm that we will expedite your claim and you will receive a response within 48 hours. Providing an outstanding customer service is of utmost importance to us and a core value of our company culture. We trust that we have restored your confidence in the team and this great product!
Dear Ms Mphahlele,
Kindly accept our sincerest apologies for your poor experience.
We do however advise that your claim was received and you were furnished written acknowledgment of same. We further advise that our offices have been in continuous contact with you from December 2015, to date, with regard to non-corresponding treatment dates.
We confirm that our Client Services Manager has contacted you, on even date, and resolved this matter. We further confirm that we will expedite your claim and you will receive a response within 48 hours. Providing an outstanding customer service is of utmost importance to us and a core value of our company culture. We trust that we have restored your confidence in the team and this great product!