Guarantee of Payment not Honored!

URGENT! ATT: Get Savvi Management.

Sir/Madam

I am extremely upset with Get Savvi. My 22 year old daughter is a Medical student living on her own in JHB.

She was ill for two weeks with Abdominal Pain, Diarrhoea, vomiting, weakness and dehydration.

She had been to the GP via Getsavvi twice with the symptoms continuing.

She called us crying in pain one evening and she could not manage the pain any longer. I called Get Savvi for support and shared the symptoms via my policy.

Your staff was kind enough to issue a guarantee of payment only when she got to the hospital and they had spoken to the triage nurse. (Guarantee attached)

My daughter was subsequently administered two lots of drips with 3 separate medication to stabilize her condition. She was discharged with take home medication which was not covered. (I can appreciate as this is stated on the Guarantee)

I have now received a bill from the hospital for R715.00. Get Savvi will not cover this under my hospital stabilization.

I find this unacceptable as the Guarantee states “Emergency Stabilisation benefit is limited to life threatening conditions that require stabilization…”

Your staff spoke the hospital Triage Nurse prior to admission. Her symptoms were severe and required stabilization. She had previously seen the GP twice that week with his medication having failed.

The hospital had stabilized her and asked he to see a Gastroenterologist. They had done their part. Get Savvvi issued a Guarantee after discussion with the hospital that evening and today they are going against their guarantee.

Note: a) Below is an extract of my email, to you on Wed 8/28/2019 9:42 PM they evening of the incident. “Thank you for your kindness and always coming through to help like the Knights you are. I feel so helpless for my daughter in JHB….and me being in Durban” b) Attached WhatsApp communique with various community groups that I belong to as Vice Chair of the Neighbourhood Watch. I have advocated your product. I am now retracting these messages publicly, citing this incident of breach of trust. You are certainly do not deserve this praise as our "Knight"! c) Two months ago, I had been admitted into hospital with a guarantee of payment issued. Profmed my hospital plan covered all costs from Casualty with X-rays, Bloods, medication, doctors, specialists, including your part Casualty. Getsavvi should be liable for this stabilization portion before admission. In essence a person with a hospital plan need not take out your hospital cover. Your cover is an insurance and Getsavvi technically owes us these monies. I never asked, nor wanted this as I praised your company relentlessly. Can I do this now? d) I am copying this entire email to Hello Peter for a public response, as fundamentally I have been your unofficial ambassador of your product, I regret I have to make it known how dubious you operate. I have found your catch!

I await your final response to my complaint so that I may escalate the matter to the ombudsman, Clientele Legal and Legalwise.