ME
Musa E
1 reviews | Active since May 2014
05 Sept 2023, 12:18
Dischem Medical Aid a lie
I joined Dischem med aid.
I was led to believe that I would be covered for netcare 911 services, and would be covered for emergencies to make use of the service and go to any hospital in case of emergencies.
On 19 August 2023 I was in a code red life and death situation.
I was transported to the nearest hospital. I then paid the hospital account and submitted the account for a refund.
The claim was rejected. I advised it was an extreme emergency and if they could re impulse the amount paid and if they could covered the pathology bill and am still awaiting a response.wf_***.
I have now received an account from the netcare 911 services. I was again led to believe this emergency service forms part of the Dischem medical aid. I gave my med aid details to the paramedics on arrival and nothing was mentioned about this service needs to be paid for. They send me an account with a address from 10years ago on top of it. -PATIENT CASE NO:***.
I have just joined and this is causing more financial concerns than I ever imagined. I don't have any means to pay these accounts.
If I had known this would be the case, I would never have joined in the first place. This was a life and death emergency and I can't understand why this won't be covered. When it was specifically said to me that only emergencies would be covered. What more of a emergency could one ask for. If I did not call 911 I would not be here today. Now am sitting with financial issues and more stresses which adds to the health issues.
Please help.
Helpful (0)
Replies (13)0
Replies (13)
Kaelo's replyOfficial
05 Sept 2023, 12:38Hi Musa,
We sincerely apologise for the experience you have had with us. We take this very seriously and will do our best to get the issue resolved.
Please be informed that our team has been alerted and will assist you as soon as possible.
The Kaelo Team
We sincerely apologise for the experience you have had with us. We take this very seriously and will do our best to get the issue resolved.
Please be informed that our team has been alerted and will assist you as soon as possible.
The Kaelo Team
Kaelo's reply05 Sept 2023, 12:38
Official
Hi Musa,
We sincerely apologise for the experience you have had with us. We take this very seriously and will do our best to get the issue resolved.
Please be informed that our team has been alerted and will assist you as soon as possible.
The Kaelo Team
We sincerely apologise for the experience you have had with us. We take this very seriously and will do our best to get the issue resolved.
Please be informed that our team has been alerted and will assist you as soon as possible.
The Kaelo Team
Kaelo's replyOfficial
05 Sept 2023, 13:30Good day Musa E, our team has notified us that they have sent through communication.
We hope to have best assisted.
The Kaelo Team
We hope to have best assisted.
The Kaelo Team
Kaelo's reply05 Sept 2023, 13:30
Official
Good day Musa E, our team has notified us that they have sent through communication.
We hope to have best assisted.
The Kaelo Team
We hope to have best assisted.
The Kaelo Team
ME
Musa E's updateReviewer Update
05 Sept 2023, 13:39They rep**** to me stating I'm in my waiting period and did not get pre authorisation before going to hospital.
How does a person get pre authorisation when unconscious in a ambulance in a code red life and death situation.
I was also advised that in my waiting period I would be covered for emergency hospital treatment.
Now I'm just being treated like another number, you got me to sign up and now I get sent from pillar to post and being told different stories as to when I signed up.
I would never have signed up or called netcare 911 for an emergency if this was the case. Why would I put myself in this unesasary Financial situation, it don't make sense.
Pathetic service. No personalized response from your escalation team as well. Same old copy and paste template from normal service team.
How does a person get pre authorisation when unconscious in a ambulance in a code red life and death situation.
I was also advised that in my waiting period I would be covered for emergency hospital treatment.
Now I'm just being treated like another number, you got me to sign up and now I get sent from pillar to post and being told different stories as to when I signed up.
I would never have signed up or called netcare 911 for an emergency if this was the case. Why would I put myself in this unesasary Financial situation, it don't make sense.
Pathetic service. No personalized response from your escalation team as well. Same old copy and paste template from normal service team.
ME
Musa E's update05 Sept 2023, 13:39
Reviewer Update
They rep**** to me stating I'm in my waiting period and did not get pre authorisation before going to hospital.
How does a person get pre authorisation when unconscious in a ambulance in a code red life and death situation.
I was also advised that in my waiting period I would be covered for emergency hospital treatment.
Now I'm just being treated like another number, you got me to sign up and now I get sent from pillar to post and being told different stories as to when I signed up.
I would never have signed up or called netcare 911 for an emergency if this was the case. Why would I put myself in this unesasary Financial situation, it don't make sense.
Pathetic service. No personalized response from your escalation team as well. Same old copy and paste template from normal service team.
How does a person get pre authorisation when unconscious in a ambulance in a code red life and death situation.
I was also advised that in my waiting period I would be covered for emergency hospital treatment.
Now I'm just being treated like another number, you got me to sign up and now I get sent from pillar to post and being told different stories as to when I signed up.
I would never have signed up or called netcare 911 for an emergency if this was the case. Why would I put myself in this unesasary Financial situation, it don't make sense.
Pathetic service. No personalized response from your escalation team as well. Same old copy and paste template from normal service team.
Kaelo's replyOfficial
05 Sept 2023, 13:45We are very sorry to hear about this and completely understand your frustration.
Please be informed that our team has noted the incident and will further make improvements so that the same does not occur in future.
Once again, we apologise and will always look for ways to improve.
Please be informed that our team has noted the incident and will further make improvements so that the same does not occur in future.
Once again, we apologise and will always look for ways to improve.
Kaelo's reply05 Sept 2023, 13:45
Official
We are very sorry to hear about this and completely understand your frustration.
Please be informed that our team has noted the incident and will further make improvements so that the same does not occur in future.
Once again, we apologise and will always look for ways to improve.
Please be informed that our team has noted the incident and will further make improvements so that the same does not occur in future.
Once again, we apologise and will always look for ways to improve.
ME
Musa E's updateReviewer Update
05 Sept 2023, 13:55That's all great, and hopefully they do.
I would however still like my situation to be resolved.
I have been led to believe one thing and now I'm still left stranded with accounts.
Kindly assist.
I would however still like my situation to be resolved.
I have been led to believe one thing and now I'm still left stranded with accounts.
Kindly assist.
ME
Musa E's update05 Sept 2023, 13:55
Reviewer Update
That's all great, and hopefully they do.
I would however still like my situation to be resolved.
I have been led to believe one thing and now I'm still left stranded with accounts.
Kindly assist.
I would however still like my situation to be resolved.
I have been led to believe one thing and now I'm still left stranded with accounts.
Kindly assist.
Kaelo's replyOfficial
05 Sept 2023, 14:08We have informed our team to find the best solution possible.
The Kaelo Team
The Kaelo Team
Kaelo's reply05 Sept 2023, 14:08
Official
We have informed our team to find the best solution possible.
The Kaelo Team
The Kaelo Team
ME
Musa E's updateReviewer Update
05 Sept 2023, 15:35I am going to report this to the ombudsman. I was advised I would be covered whilst waiting for my start date.
I was not informed about future joining and policy inception date.
I was informed I would be covered for emergency assistance.
Should this not be resolved, I will be taking this matter further.
I was not informed about future joining and policy inception date.
I was informed I would be covered for emergency assistance.
Should this not be resolved, I will be taking this matter further.
ME
Musa E's update05 Sept 2023, 15:35
Reviewer Update
I am going to report this to the ombudsman. I was advised I would be covered whilst waiting for my start date.
I was not informed about future joining and policy inception date.
I was informed I would be covered for emergency assistance.
Should this not be resolved, I will be taking this matter further.
I was not informed about future joining and policy inception date.
I was informed I would be covered for emergency assistance.
Should this not be resolved, I will be taking this matter further.
ME
Musa E's updateReviewer Update
06 Sept 2023, 16:55I signed on 1 August.
Told my start date 1 September. Told benefits starts 1 October.
When signing up was told I can make use of emergency services.
I had life and death situation ok 19 August and called 911 was rushed to hospital in code red.
I am now liable for hospital costs, 911 services, bloods and X ray.
This medical aid refuses to assist me with the accounts.
Totally disappointing. Totally misleading.
Just to sign me up.
Since noone is responding to me any more.
I request my medical to be cancelled with immediate effect, the amount that was debited on 31 August to be refunded to me immediately.
I need to join a medical that is actually honest and helps their members.
Thank you.
Told my start date 1 September. Told benefits starts 1 October.
When signing up was told I can make use of emergency services.
I had life and death situation ok 19 August and called 911 was rushed to hospital in code red.
I am now liable for hospital costs, 911 services, bloods and X ray.
This medical aid refuses to assist me with the accounts.
Totally disappointing. Totally misleading.
Just to sign me up.
Since noone is responding to me any more.
I request my medical to be cancelled with immediate effect, the amount that was debited on 31 August to be refunded to me immediately.
I need to join a medical that is actually honest and helps their members.
Thank you.
ME
Musa E's update06 Sept 2023, 16:55
Reviewer Update
I signed on 1 August.
Told my start date 1 September. Told benefits starts 1 October.
When signing up was told I can make use of emergency services.
I had life and death situation ok 19 August and called 911 was rushed to hospital in code red.
I am now liable for hospital costs, 911 services, bloods and X ray.
This medical aid refuses to assist me with the accounts.
Totally disappointing. Totally misleading.
Just to sign me up.
Since noone is responding to me any more.
I request my medical to be cancelled with immediate effect, the amount that was debited on 31 August to be refunded to me immediately.
I need to join a medical that is actually honest and helps their members.
Thank you.
Told my start date 1 September. Told benefits starts 1 October.
When signing up was told I can make use of emergency services.
I had life and death situation ok 19 August and called 911 was rushed to hospital in code red.
I am now liable for hospital costs, 911 services, bloods and X ray.
This medical aid refuses to assist me with the accounts.
Totally disappointing. Totally misleading.
Just to sign me up.
Since noone is responding to me any more.
I request my medical to be cancelled with immediate effect, the amount that was debited on 31 August to be refunded to me immediately.
I need to join a medical that is actually honest and helps their members.
Thank you.
Kaelo's replyOfficial
07 Sept 2023, 09:55Hi Musa, we are very sorry to hear about your experience and are very disappointed to hear about your cancellation.
Please be informed that our team has been alerted and will contact you as soon as possible.
The Kaelo Team
Please be informed that our team has been alerted and will contact you as soon as possible.
The Kaelo Team
Kaelo's reply07 Sept 2023, 09:55
Official
Hi Musa, we are very sorry to hear about your experience and are very disappointed to hear about your cancellation.
Please be informed that our team has been alerted and will contact you as soon as possible.
The Kaelo Team
Please be informed that our team has been alerted and will contact you as soon as possible.
The Kaelo Team
ME
Musa E's updateReviewer Update
08 Sept 2023, 17:15I must notify for you 48hrs before incident to get pre authorisation to go to hospital for emergency.
Pathetic.
Like I can predict the future.
Shocking response to claim being rejected.
Worst service ever. You actually stole thousands from me! Well done!
Pathetic.
Like I can predict the future.
Shocking response to claim being rejected.
Worst service ever. You actually stole thousands from me! Well done!
ME
Musa E's update08 Sept 2023, 17:15
Reviewer Update
I must notify for you 48hrs before incident to get pre authorisation to go to hospital for emergency.
Pathetic.
Like I can predict the future.
Shocking response to claim being rejected.
Worst service ever. You actually stole thousands from me! Well done!
Pathetic.
Like I can predict the future.
Shocking response to claim being rejected.
Worst service ever. You actually stole thousands from me! Well done!
ME
Musa E's updateReviewer Update
08 Sept 2023, 17:20Wow you guys got me go.
14 days from 1 August when I signed up to cancel.
Policy only starts 1 September.
Benefits starts 1 October.
Wow.So it's over a month waiting period before can use the benefits of policy.
Essentially a month waiting to use emergency on policy.
Way to go.
And now sit with hospital bills due to emergency in August and a debit premium which won't be refunded.
Thanks for everything.
Send me confirmation once cancellation done.
14 days from 1 August when I signed up to cancel.
Policy only starts 1 September.
Benefits starts 1 October.
Wow.So it's over a month waiting period before can use the benefits of policy.
Essentially a month waiting to use emergency on policy.
Way to go.
And now sit with hospital bills due to emergency in August and a debit premium which won't be refunded.
Thanks for everything.
Send me confirmation once cancellation done.
ME
Musa E's update08 Sept 2023, 17:20
Reviewer Update
Wow you guys got me go.
14 days from 1 August when I signed up to cancel.
Policy only starts 1 September.
Benefits starts 1 October.
Wow.So it's over a month waiting period before can use the benefits of policy.
Essentially a month waiting to use emergency on policy.
Way to go.
And now sit with hospital bills due to emergency in August and a debit premium which won't be refunded.
Thanks for everything.
Send me confirmation once cancellation done.
14 days from 1 August when I signed up to cancel.
Policy only starts 1 September.
Benefits starts 1 October.
Wow.So it's over a month waiting period before can use the benefits of policy.
Essentially a month waiting to use emergency on policy.
Way to go.
And now sit with hospital bills due to emergency in August and a debit premium which won't be refunded.
Thanks for everything.
Send me confirmation once cancellation done.
ME
Musa E's updateReviewer Update
09 Sept 2023, 12:25You need to listen to the call recording of me being signed up.
This is not ethical.
And send me the call recording as well.
These accounts need to be resolved by you as you have promised a service and are not delivering and taking the easy way out by giving me the dates which I understand.
Noone has even called me regarding the issue, a thorough investigation needs to be done regarding this.
Thank you.
Once call has been heard, you will see I was told I am covered for emergencies until benefits start date.
This is not ethical.
And send me the call recording as well.
These accounts need to be resolved by you as you have promised a service and are not delivering and taking the easy way out by giving me the dates which I understand.
Noone has even called me regarding the issue, a thorough investigation needs to be done regarding this.
Thank you.
Once call has been heard, you will see I was told I am covered for emergencies until benefits start date.
ME
Musa E's update09 Sept 2023, 12:25
Reviewer Update
You need to listen to the call recording of me being signed up.
This is not ethical.
And send me the call recording as well.
These accounts need to be resolved by you as you have promised a service and are not delivering and taking the easy way out by giving me the dates which I understand.
Noone has even called me regarding the issue, a thorough investigation needs to be done regarding this.
Thank you.
Once call has been heard, you will see I was told I am covered for emergencies until benefits start date.
This is not ethical.
And send me the call recording as well.
These accounts need to be resolved by you as you have promised a service and are not delivering and taking the easy way out by giving me the dates which I understand.
Noone has even called me regarding the issue, a thorough investigation needs to be done regarding this.
Thank you.
Once call has been heard, you will see I was told I am covered for emergencies until benefits start date.
Kaelo's replyOfficial
12 Sept 2023, 09:12 Good day Musa Engel,
Please note that our team has been alerted and will further communicate with you on the status of your complaint via email.
Again, we sincerely apologise for the experience you have had with us.
The Kaelo Team
Please note that our team has been alerted and will further communicate with you on the status of your complaint via email.
Again, we sincerely apologise for the experience you have had with us.
The Kaelo Team
Kaelo's reply12 Sept 2023, 09:12
Official
Good day Musa Engel,
Please note that our team has been alerted and will further communicate with you on the status of your complaint via email.
Again, we sincerely apologise for the experience you have had with us.
The Kaelo Team
Please note that our team has been alerted and will further communicate with you on the status of your complaint via email.
Again, we sincerely apologise for the experience you have had with us.
The Kaelo Team