Bad Service - Claims and Pre-authorisation

o Claims:<br> o I sent an e-mail to client services (refer attached) on 18 Nov. I did not receive a reply that this mail / claim was received or no form of acknowledgement / reference number <br> o I then followed up whether the claim was received via telephonic call on 25 Nov. The call centre agent told me that the claim was not logged and that he would log the claim. I did not get any form of reference number for the call or claim<br> o I then called again on 26 Nov to follow up on the claim and spoke to client services who told me no claim was logged? I again gave the details and this time I got acknowledgement that the claim was logged<br> o There was no communication throughout the entire process and I had to call Resolution to get the matter resolved and believe you have some gaps in your client service process<br> o Pre-authorization:<br> o Called for authorization on Wednesday, 25 Nov and was told I would be called with a pre-auth reference number. I did not receive a call or reference number <br> o I followed up again today and was told the authorisation has not been done? I had to go through the process again to get a number<br> o I was told a client services manage would call me back, but I'm