Deliberate Delays, Shifting Goalposts & Poor Service – IUA Hospital Insurance Claim Nightmare

I am extremely disappointed by the ********* treatment I’ve received from IUA Business Solutions regarding my hospital insurance shortfall claim.

I was hospitalised at a public hospital (Nelson Mandela Academic, Mthatha) on 11 March 2025, and despite paying for hospital insurance since 2023, IUA has done everything possible to avoid honouring my claim.

While still in hospital, I contacted their agent who assured me that a discharge summary would be sufficient, even from a government facility. I submitted everything required – medical documents, doctor details, file references – and made constant follow-ups.

Instead of processing the claim:

IUA claimed they couldn’t reach my doctor (I got her on a group call with them).

Then they rejected the government-issued discharge summary because it didn’t have my ID number – even though the patient file it references does.

I was forced to get the Ward Manager to confirm my details, still no progress.

Now they’re demanding an account statement from a public hospital, despite knowing public healthcare is free in South Africa and such statements don’t exist.

They’ve even denied that Nelson Mandela Academic Hospital and Mthatha General are the same, despite this being a simple name change anyone can verify.

I’ve lost income due to this hospitalisation, and their refusal to process my claim has caused extreme financial and emotional stress. This experience shows zero compassion, poor knowledge of public healthcare systems, and what feels like a deliberate attempt to wear down clients so they give up.

I will be escalating this to the FAIS Ombud and Council for Medical Schemes. Consumers beware – IUA makes empty promises, delays endlessly, and treats sick clients like *****sters.