No service or client care for members

When joining Hosmed at the beginning of this year (already pregnant), I was told in writing that I will be covered but not my pregnancy or the delivery of my son as it was a pre-existing condition. Which was acceptable to me.

After enquiring via their call centre how best to go about adding my son to the medical aid, I was sent an email with the required form and told I could only send the document after the birth, but that he would be automatically covered after birth (my son was born 04/10/2017).

Completing it and sending it through on 13/10/2017, I recieved an automated email stating feedback would be given in 3 work days, which did not happen. I phoned again on 23/10/2017 after still not recieving ANY feedback. I was informed that they require the birth certificate.... They could not possibly phone or email me earlier for this simple document after the innitial 3 days?!

I immediately re sent my innitial communication including the birth certificate on 23/10/2017, recieving the same automated response stating feedback would be given in 3 work days, which did not happen! I phoned the call centre AGAIN today 27/10/2017 to get feedback on the status of my request and they have not even started the process of adding him as a dependant.

This is unacceptable!

My son has been getting blood tests done over he last 2 weeks, he has recieved home phototherapy to bring his counts down which we had to pay cash for as he is not added as a beneficiary yet. His counts have gone back up today and he may need to be hospitalised as a result. Hosmed, due to the negligence of their own processes, may be putting my sons life at risk.