Worst service

Since Libcare changed administration to Discovery, the service has been the worst I have ever experienced. The online system is always unavailable, the telephone line “does not exist” and the email addresses (*** and ***) clearly does not work because no one ever responds, not even the automatic response is coming through. I have run out of options because I am not receiving the service I am paying for.

Currently I do not have any savings left so I have to pay service providers and later claim from the scheme, or at least that was my understanding. On the 13th of April, I did prenatal blood tests with Ampath and the total cost was R1695.50. Libcare paid R386.46 from MSF. I was then liable for the remaining R1309.04. I paid the balance to Ampath on 18 June 2021 and I have been trying to make a claim since that day. I have emailed the statement and proof of payment multiple times to *** and to *** to which I have received no response. I have submitted the claim multiple times via the online platform and all I got from there was the fact that they are not able to open the statement as it is encrypted. I submitted the documents without the encryption and no response was received. I have called multiple times and it doesn’t seem like anyone knows exactly what they are doing. The last call I made on 26 July 2021, I spoke to Shanice and after being on the line for almost 20 minutes, she said she will send me an email with some details once she has received feedback. I am yet to receive the feedback.

I had more blood tests to do on 13 July 2021. On 21 July, I received an sms that said that the payment will be made to the provider on 21 July 2021. On 21 August I received an email from the lab informing me that the balance was not paid. I do not have anywhere to check to see if the payment was made by libcare or not because their system is not working. No monthly statement has been received and phone line is not working. I am hopeless and it makes me wonder if this is the trouble I’m gonna go through, maybe worse, when I go into labour.