Serious Concerns Regarding Membership Status

I am writing to express my profound disappointment and frustration with the appalling level of service we have received from KeyHealth as a member. Today, my daughter, dependent 03 Kiana Amogelang, urgently required medical attention and hospitalization. However, upon arrival at the hospital, we were shocked to discover that she is not registered in the medical scheme and her membership is inactive.

This situation is particularly distressing considering that on March 1st, 2024, KeyHealth sent us a membership certificate clearly indicating that Kiana was part of the medical scheme with no waiting periods. Additionally, we received an SMS confirming her activation on the medical aid, further reinforcing her eligibility. It is incomprehensible why such assurances were provided if Kiana was not properly registered.

Despite submitting all necessary financial dependence documents and receiving confirmation of Kiana's activation via SMS, we were only informed today, after arriving at the hospital in an emergency, that we would need to wait 5-7 business days for membership feedback. This delay is unacceptable, especially in a situation where urgent medical attention is required.

I must also highlight the disconcerting lack of competence and urgency displayed by your client services team. During multiple calls today, I interacted with consultants, notably Zandile (reference call no: ***), who failed to provide timely assistance or accurate information. Despite promises to provide feedback, Zandile left us on hold for an extended period and subsequently failed to resolve the issue before her shift ended. This level of incompetence is completely unacceptable, particularly given the life-threatening nature of our situation.

If Kiana is not registered and active by Thursday, I will have no choice but to escalate this matter to the relevant medical board, lodge a complaint with Hello Peter, and seek assistance. Furthermore, should anything happen to my daughter due to KeyHealth's negligence, I will not hesitate to involve News24 to bring attention to this serious issue.

I urge you to prioritize this matter with the utmost urgency and provide immediate resolution to ensure Kiana receives the necessary medical care without further delay. I expect a prompt response and action to rectify this situation.