BAD ACCOUNTS DEPARTMENT

My experience with Intercare's accounts and collections process has been extremely disappointing.

After my son received treatment, we paid the amount requested upfront and were under the impression that no further payment was due. Months later, we became aware of an outstanding balance and immediately began engaging with Discovery Medical Aid and Gap Cover to process the claim. The matter was complicated by invoice corrections that were required before the claim could be submitted.

Despite my repeated attempts to communicate and resolve the matter, Intercare provided little to no meaningful response to multiple emails requesting clarification and supporting documentation. The account was eventually handed over for collection, and an adverse credit bureau listing was recorded against my name.

After raising the matter directly with TransUnion, the default listing was subsequently removed. What has frustrated me most is not the outstanding account itself, which I have always been willing to settle, but rather the lack of communication, transparency, and customer service throughout the process.

Healthcare providers should be focused on helping patients and resolving billing disputes professionally. Instead, I spent months trying to obtain answers that should have been readily available.

I hope Intercare reviews its accounts, collections, and customer communication processes so that other patients do not have a similar experience.