Poorest of Poor

Bad Service Experience – Medical Aid

We have been struggling for almost four weeks now to get a simple letter from the medical aid confirming that my dad will not be claiming from them, as our insurance requires this document for a medical device claim.

My first call was made three weeks ago. I was told to send an email, which I did.

On my first follow-up, I was told it was still within turnaround time.

On the second follow-up, the consultant did not seem to understand the request and said it was referred to the back office.

On the next call, again I was told it was with the back office.

I then specifically requested to speak to an Afrikaans consultant, as I felt I was not being understood properly. Thankfully, that consultant finally actioned the request while I was on the line, and I received email confirmation — but was again told I must wait for turnaround times.

In the meantime, our insurance provider has given us a strict deadline: they have already warned that if they do not receive the letter, the claim will be closed. We are now past the 7-day deadline, and still nothing has been received.

On my most recent call (Friday 21st August), I was told the request is now with the scheme and that no turnaround time can be confirmed.

This entire process has been unnecessarily frustrating and stressful. For a medical aid that is quick to take monthly payments, the service for such a straightforward request has been extremely poor. After this experience, we will definitely be considering other options.