Call Centre agents trained to be robots.

You would think that two operations in 3 weeks would be stressful, however the only stressful part about these last 3 weeks has been dealing with the Resolution to get pre-authorisation.

Trying to get pre-auth for my Angigram took 4 days, eventually when I got the the pre-auth sent to me, I realised that some of the codes were incorrect on the authorisation, despite the call log notes showing the correct codes. An Email was sent by myself to correct this, but after no reply I was forced to go into your offices to get this sorted.

I'm now going in for another operation tomorrow 30/08/2017, it has taken me from 24/08/2017 to get the authorisation, despite me sending my Angiogram reports and doctors motivation whilst on the phone with your consultant, the next day I was asked to send everything again as he could not find my mail from the previous day... because "I was too busy yesterday to sort your request out" Eventually authorisation was given, but now I have waited two days for a simple Email confirming my pre-auth number. Why does it take so long to receive a service that I am paying for monthly? and take so long to receive my benefits from my monthly contributions?

One thing I noticed when dealing with the call centre, was that it seems as if they are reading from a script and are trained to respond to certain questions in certain ways, until a customer approaches them from a different angle, they are then lost and unable to assist due to their training not teaching them how to solve issues, with out "contacting my team leader and phoning you back" which much to my surprise never happens and then phoning back through to the call centre you can never get hold of your original agent, thus having to start the process all over again.

Your customer care/service is way below par and your medical scheme seems to be far behind all the other more conventional medical aid schemes.

Regards, Sean