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Gideon A
1 reviews | Active since Aug 2012
26 Apr 2023, 03:53
Agree..well done to the reviewer!!
To the earlier reviewer... @monise b I totaly agree with your below statement!..I couldn't of put it better. @genesis make sure you treat these guys well. This is what customers.are looking for..not only how a medical aid pays out or how good a sales person is..more importantly how the customer is treated in life...
I am in the process of choosing a new medical aid and always revert to Hello Peter to specifically look at a company's replies, whether it be a good or bad review. To the person at Genesis Medical Aid, dealing with the reviews on Hello Peter: WELL DONE!!! Factual responses. To the point. No automated or copy & paste responses like the other big corporates.
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Replies (2)
Genesis Medical Scheme's replyOfficial
26 Apr 2023, 09:24Dear Gideon
Thank you so much for your positive feedback. It really means a lot to us. It's never pleasant to receive negative feedback, or to respond to it. However, we always do our best by always first investigating to see if one of our staff members may have acted incorrectly and/or made an error of judgement. Any organisation provides a service through their staff, who are also human and can make mistakes. If our finding then is that the source of the complaint was indeed on our side, we will go out of our way to correct it as soon as possible.
Many times, however, complaints that are received are not the doing of the Scheme, but the result of extremely emotionally charged frustration from members for a variety of reasons.
Most complaints received on this platform relate to disgruntled members who cannot claim a certain service or benefit because they failed to honestly declare certain important information regarding their health to the Scheme at the time of their application.
When the Scheme then consequently acts towards such members (in other words in the interest of all their other members), the "affected" party turns to social media or platforms like this. It is sometimes difficult to respond to such complaints, as we work with PEOPLE first, and their feelings run very deep, but also because we may never reveal any confidential information about a member in our feedback (in other words, being able to explain WHY a certain decision was made, or why a benefit is not available).
Be that as it may, thank you once again for your feedback.
Should you, in your search for a new medical scheme, decide to join Genesis, we trust that we will always exceed your expectations.
Have a pleasant day further!
Yours sincerely
GENESIS MEDICAL SCHEME
Genesis Medical Scheme's reply26 Apr 2023, 09:24
Official
Dear Gideon
Thank you so much for your positive feedback. It really means a lot to us. It's never pleasant to receive negative feedback, or to respond to it. However, we always do our best by always first investigating to see if one of our staff members may have acted incorrectly and/or made an error of judgement. Any organisation provides a service through their staff, who are also human and can make mistakes. If our finding then is that the source of the complaint was indeed on our side, we will go out of our way to correct it as soon as possible.
Many times, however, complaints that are received are not the doing of the Scheme, but the result of extremely emotionally charged frustration from members for a variety of reasons.
Most complaints received on this platform relate to disgruntled members who cannot claim a certain service or benefit because they failed to honestly declare certain important information regarding their health to the Scheme at the time of their application.
When the Scheme then consequently acts towards such members (in other words in the interest of all their other members), the "affected" party turns to social media or platforms like this. It is sometimes difficult to respond to such complaints, as we work with PEOPLE first, and their feelings run very deep, but also because we may never reveal any confidential information about a member in our feedback (in other words, being able to explain WHY a certain decision was made, or why a benefit is not available).
Be that as it may, thank you once again for your feedback.
Should you, in your search for a new medical scheme, decide to join Genesis, we trust that we will always exceed your expectations.
Have a pleasant day further!
Yours sincerely
GENESIS MEDICAL SCHEME
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Gideon A's updateReviewer Update
26 Apr 2023, 09:31Lovely reply. Agreed
GA
Gideon A's update26 Apr 2023, 09:31
Reviewer Update
Lovely reply. Agreed