Wrong information

I'm so disappointed with the service I'm am currently receiving from the gap.

I went for a procedure on the 17th January 2020. I called the gap to find out about all the documents that I needed to do my claim as the medical aid was not paying for the procedure in full.

Once I had all the documents that was requested from me, I forwarded it to the gap cover. No one has contacted me via email or telephone till date to tell me that the documents were not right.

I called on the call Centre to find out if all the documents are in order and they advised me that everything is OK. This was end of Feb.

I gave them time to process the claim and called on 24th March 2020, I spoke to a guy named Sphiwe who told me that because I am paying them through my payslip because the company pays half, they didn't have my banking details. So my question is why do they have a claim form to ask for banking details for clain to be paid out to? He had told me that he will be escalating this and it would take 2 business days. I called him on the morning of the 26th March 2020 and he said to give them till the afternoon.

I have not called them from then until today. When I call today I spoke to a guy named Katlego and he tells me that the medical aid remittance isn't clear and that there isn't enough information on it.

My issue with the gap is: 1. Why did no one contact me or inform me when I called, that the documents were not right and that my banking details were not on the system.

2. I need to pay the anesthetist and I'm waiting for the money from gap to do so. Do I now need to wait another 4 weeks for the neglegence of the company?

My company has most of the employees on this gap and I will be informing PSG about the service and delay as well as the staff.