Intercare Glen Marais really dropping the ball

My Fiancée had to undergo a medical assessment to be able to be added to my Medical Aid as a dependent. Discovery then sent us the necessary paperwork which we in turn forwarded to Intercare Glen Marais. Intercare assured us that they can do the necessary assessments and then claim the amount for the assessment back from Discovery.

She then completed the assessment during January 2018. After the assessment was completed, Discovery informed me that they have not yet received the documents. To my surprise I learnt that Intercare refused to send the documents because the amount was not yet settled. I then discovered that Intercare charges more for the medical assessment than what Discovery was willing to pay. Already a let down on Intercare’s side as the amount Discovery was willing to pay was on the paperwork we submitted to them.

I then offered to pay the difference and then Intercare would claim the rest from Discovery, to which Intercare rep**** “don’t worry about it...”, “we’ll sort it out with Discovery”. Only after this whole dabacle did they release the results to Discovery.

Then in June 2018, five months after the assessment, my Fiancée was contacted by Intercare and was told that we owe them the full amount for the assessment. I then sent them an email with all the details. To which they swiftly rep**** “We are looking into the matter...”, “The account will be settled by Discovery”. I was then relieved but still wary. A week later I sent an email again to follow up on the matter to which I got no reply. Then my Fiancée got a sms that we still owe Intercare money. I then sent an email again to Intercare Glen Marais (this time including Intercare Head Office) with a screenshot of the sms and asked if I can get some feedback. Lo and behold, another week has passed without any feedback.

How useless have you got to be to not be able to claim from medical aid and only catch a wake up five months later? To get no feedback whatsoever is also really frustrating.

Assure the customer with false promises just to get them hooked and then not being able to follow through is really in poor taste.

I hope to get an answer now on this matter.