Suspended without reasonable opportunity to resolve payment

Policy Number: GS850207 I am extremely disappointed with the way my policy has been handled. I have been trying for an entire month to get my policy payment sorted so that I could actually use the medical cover when needed. I repeatedly contacted the call centre and, despite my efforts, I struggled to get the payment processed. On 15 September 2026 I was contacted by JP who confirmed that my debit order had gone through and advised me that my policy would be active by 18 Septemberand that I would be able to visit the doctor on Friday. Unfortunately, my daughter had surgery on Friday, 18 September, so I did not visit the doctor that day. Today, 19 September I needed to visit the doctor, only to contact the call centre and be told that my policy is still inactive and that they are not even sure why. I was then informed that it would only be resolved by Monday This is completely unacceptable. For an entire month, I was unable to use my medical cover. For an entire month, I was trying to get my payment taken so that I could be covered. Once the payment finally went through, I was told that my policy would be active by the 18th — yet when I actually needed to use it on the 19th, I was told that it was still inactive. So after paying, I am still left without assistance. What makes this even more frustrating is that I was willing to pay double at the end of the month if necessary, simply to make sure my cover remained active and that I could get the assistance I needed. Instead, I have been left going back and forth, receiving different information, and ultimately being the one who suffers because of the delays and inconsistencies. I understand that administrative issues can happen, but when someone is paying for medical cover and is relying on that cover during an emergency, these delays have real consequences. I am asking for this matter to be investigated properly, not simply pushed to Monday. I also expect an explanation as to why my payment was processed but my policy remains inactive…. especially after I was specifically told by JP that it would be active by 18 September. I have paid for this service. I should not have to keep begging to receive the service I am paying for.