1 reviews | Active since Jun 2016
70 minutes before all centre answers?!?!?!
<p>As I gave birth about a month ago, I had to make a few calls to Medihelp in order to arrange authorisation for hospitalisation etc (take note the consultant at the call centre also got my authorisation wrong and hence I had to call in more than once!). EVERY time I have to phone in, I am holding - and listening to their songs - for 40 minutes plus. During the most recent call I waited over 70 minutes for them to answer!!</p> <p> </p> <p>Every time I confronted the agents why they take so long to answer, they gave me the same answer "We are very sorry, we are experiencing very high volumes of calls today" - I get this answer whether I call in on a Monday, Wednesday, Friday, 08h00, 13h00 or 15h00 - this can't be!!!</p> <p> </p> <p>Since they use a 0860 number, my minutes on my celphone contract cannot be used and I have to load money on my account in order to phone them. Do they have any idea what it costs to hold on 70 minutes on prepaid tarriffs. This is unacceptable to me - especially when they eventially answer and transfer you again - and the waiting starts all over again. How can a big medical aid like Medihelp not have enough consultants in order to service their call centre and answer the phone within 40 minutes??? </p> <p> </p> <p>For the high membership rates we pay each month I expect to be helped at least within the first few minutes of holding on when phoning their call centre - Medihelp this is ****************!!!!!</p> <p> </p> <p> </p>
Dear Jaysmads
Thank you for taking the time to bring your complaint to our attention. The contents have been noted and we are currently investigating the matter.
The complaint will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
Dear Jaysmads
Thank you for taking the time to bring your complaint to our attention. The contents have been noted and we are currently investigating the matter.
The complaint will be responded to by one of our consultants.
Kind regards
Medihelp Customer Care
Dear Jaysmads
“Medihelp sent an email to you on 6 July 2016 to apologise for the client service you experienced and explained that the pre-authorisation call centre was inundated with hospital admission requests on the day that you phoned, with the result that the average holding time was longer than usual. Such situations cannot be resolved by appointing additional consultants for peak times only, as it requires expensive and time-consuming training before consultants are able to handle enquiries correctly. Information regarding the alternative channels through which members can request hospital authorisation was given to you.
It was also explained that Medihelp had in fact not made an error by capturing the initial ICD-10 code which the hospital claimed was incorrect and should not have appeared on the electronic authorisation.
Kind regards
Medihelp Customer Care
Dear Jaysmads
“Medihelp sent an email to you on 6 July 2016 to apologise for the client service you experienced and explained that the pre-authorisation call centre was inundated with hospital admission requests on the day that you phoned, with the result that the average holding time was longer than usual. Such situations cannot be resolved by appointing additional consultants for peak times only, as it requires expensive and time-consuming training before consultants are able to handle enquiries correctly. Information regarding the alternative channels through which members can request hospital authorisation was given to you.
It was also explained that Medihelp had in fact not made an error by capturing the initial ICD-10 code which the hospital claimed was incorrect and should not have appeared on the electronic authorisation.
Kind regards
Medihelp Customer Care