DISAPPOINTED

Dear KeyHealth Management,

I am writing this letter to lodge a formal complaint regarding the extremely disappointing and distressing treatment I have received from KeyHealth Medical Aid during a medical crisis that has severely impacted me and my family.

I was diagnosed by my general practitioner with hemifacial spasms, a condition that became progressively worse despite undergoing all available treatments, including two rounds of Botox, consultations with a chiropractor, and continuous medical follow-ups. I am a Grade 4 teacher, and the worsening spasms have directly impacted my ability to work and my quality of life.

As per medical protocol, my GP referred me to a neurosurgeon, who advised that an MRI scan was necessary — the only conclusive way to diagnose the underlying cause of hemifacial spasms. The scan revealed something far more serious: a brain tumour. This news was devastating to me and my family. I am a young mother of three children aged 1, 3 and 6, and this diagnosis turned our lives upside down.

Instead of receiving compassion, support and guidance from KeyHealth during this traumatic time, we have been met with cold rejection, suspicion, and obstruction. The MRI — which was medically justified and essential — was declined, and we were immediately placed under investigation, with accusations that we had hidden or failed to declare a “pre-existing brain condition.”

To be clear: I have never in my life had any history of brain conditions, and we submitted all documentation as requested, including medical reports from my GP, neurosurgeon, and chiropractor — all within the requested timelines. We comp**** fully with every demand made by KeyHealth.

Despite this, no authorisation has been granted for my urgent brain surgery, scheduled for Monday, 30 June 2025. This delay is now threatening to postpone a life-saving operation. We have made extensive personal arrangements to accommodate this surgery, including bringing in family to help care for our small children. Postponement is simply not feasible due to medical and logistical reasons.

KeyHealth’s handling of this matter has caused unnecessary heartache, stress, and trauma during one of the most difficult times of our lives. Instead of the support and care we expect from a medical aid, we have been subjected to mistrust and red tape.

I trust you will treat this matter with the urgency and seriousness it deserves.

Sincerely, Maretha van Heerden