IH
Ida-Marie Hattingh
1 reviews | Active since Dec 2020
08 Dec 2020, 13:13
Oncology patients low on their list of importance.
I have been an oncology patient with Resolution Health. I remember the shock when I was informed that I will be on the cancer registry for life and would not need to reapply annually for benefits. It brought home how serious cancer is. I went for regular check-ups and all were paid from the oncology benefit. Then entered Health Squared. No curtesy call or letter to say that you have to apply each year for oncology benefits. The first year I went as per usual just to find that nothing is paid from oncology. Because it was not authorised. 18 months later, still not resolved.
Last week I went for assessment with pre-authorisation. (It took 4 days for them to call me after the WhatsApp.) Two reference numbers. Both starts with NEO.
Only one procedure covered. The rest declined. WITH PRE-AUTHORISATION.
I have been trying since Friday to speak with anybody at Health Squared. They don't take phone calls. Sent WhatsApp's, emails, emails on their site but there is this wall between them and their members. They are unreachable.
If I could transfer to any medical aid without a waiting period I surely would. Health Squared is dysfunctional.
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Replies (4)
Health Squared Medical Scheme's replyOfficial
08 Dec 2020, 13:41Good Afternoon Ida-Marie we are so very distressed to hear of this most unfortunate experience, more so in light of your special circumstances. We have escalated your matter immediately and as such, we will have one of our senior client service consultants contact you in order to assist you in resolving this matter. Best Regards The HEALTH SQUARED Team
Health Squared Medical Scheme's reply08 Dec 2020, 13:41
Official
Good Afternoon Ida-Marie we are so very distressed to hear of this most unfortunate experience, more so in light of your special circumstances. We have escalated your matter immediately and as such, we will have one of our senior client service consultants contact you in order to assist you in resolving this matter. Best Regards The HEALTH SQUARED Team
IH
Ida-Marie Hattingh's updateReviewer Update
19 Jan 2021, 09:53Good morning again.
Received the above platitude.
Feedback after my first posting. I received a call from a HS agent in response to my posting on the 9th of December who said that the account will be paid on the 15th of December. It was not done!
Also received further call from another agent who undertook to investigate the entire matter. I emailed her all the statements and the authorization codes. Nothing happened. I followed up on the 18th of December and after long silence, was informed on the 11th of January that my query is receiving the necessary attention.
I was asked to give them until the end of the week for feedback. Nothing given.
On the 14th of January I received demand for payment which I forwarded to Health Squared.
I again received a WhatsApp with a promise to provide an update by the Close of business on the 14th. You guessed it - STILL NO REPLY OR INFORMATION.
Health Squared is not interested in assisting their members.
Now let us wait for their standard platitude.
Received the above platitude.
Feedback after my first posting. I received a call from a HS agent in response to my posting on the 9th of December who said that the account will be paid on the 15th of December. It was not done!
Also received further call from another agent who undertook to investigate the entire matter. I emailed her all the statements and the authorization codes. Nothing happened. I followed up on the 18th of December and after long silence, was informed on the 11th of January that my query is receiving the necessary attention.
I was asked to give them until the end of the week for feedback. Nothing given.
On the 14th of January I received demand for payment which I forwarded to Health Squared.
I again received a WhatsApp with a promise to provide an update by the Close of business on the 14th. You guessed it - STILL NO REPLY OR INFORMATION.
Health Squared is not interested in assisting their members.
Now let us wait for their standard platitude.
IH
Ida-Marie Hattingh's update19 Jan 2021, 09:53
Reviewer Update
Good morning again.
Received the above platitude.
Feedback after my first posting. I received a call from a HS agent in response to my posting on the 9th of December who said that the account will be paid on the 15th of December. It was not done!
Also received further call from another agent who undertook to investigate the entire matter. I emailed her all the statements and the authorization codes. Nothing happened. I followed up on the 18th of December and after long silence, was informed on the 11th of January that my query is receiving the necessary attention.
I was asked to give them until the end of the week for feedback. Nothing given.
On the 14th of January I received demand for payment which I forwarded to Health Squared.
I again received a WhatsApp with a promise to provide an update by the Close of business on the 14th. You guessed it - STILL NO REPLY OR INFORMATION.
Health Squared is not interested in assisting their members.
Now let us wait for their standard platitude.
Received the above platitude.
Feedback after my first posting. I received a call from a HS agent in response to my posting on the 9th of December who said that the account will be paid on the 15th of December. It was not done!
Also received further call from another agent who undertook to investigate the entire matter. I emailed her all the statements and the authorization codes. Nothing happened. I followed up on the 18th of December and after long silence, was informed on the 11th of January that my query is receiving the necessary attention.
I was asked to give them until the end of the week for feedback. Nothing given.
On the 14th of January I received demand for payment which I forwarded to Health Squared.
I again received a WhatsApp with a promise to provide an update by the Close of business on the 14th. You guessed it - STILL NO REPLY OR INFORMATION.
Health Squared is not interested in assisting their members.
Now let us wait for their standard platitude.
Health Squared Medical Scheme's replyOfficial
19 Jan 2021, 11:21Good Morning Ida once again we need to apologise for the delay in resolving your query. This is certainly not the level of service we strive to deliver to our members. Whilst we do not seek in any way to placate you with platitudes, we have immediately followed up and escalated this matter on your behalf. Please be assured that we have treated this as a issue of priority and we will ensure that your matter is resolved as promptly as possible. Best Regards The HEALTH SQUARED Team
Health Squared Medical Scheme's reply19 Jan 2021, 11:21
Official
Good Morning Ida once again we need to apologise for the delay in resolving your query. This is certainly not the level of service we strive to deliver to our members. Whilst we do not seek in any way to placate you with platitudes, we have immediately followed up and escalated this matter on your behalf. Please be assured that we have treated this as a issue of priority and we will ensure that your matter is resolved as promptly as possible. Best Regards The HEALTH SQUARED Team
Health Squared Medical Scheme's replyOfficial
19 Jan 2021, 11:49Good Morning Ida having followed up to ensure your query is resolved we can confirm that our client service representative has responded via email which you should have received. Please feel free to contact us should you have any further queries. Best Regards The HEALTH SQUARED Team
Health Squared Medical Scheme's reply19 Jan 2021, 11:49
Official
Good Morning Ida having followed up to ensure your query is resolved we can confirm that our client service representative has responded via email which you should have received. Please feel free to contact us should you have any further queries. Best Regards The HEALTH SQUARED Team