Dissatisfaction of medical aid

<p> </p> <p>I joined Medihelp in 2015 through a consultant by the name of Nolwazi. After 4 months or so Nolwazi fell off and Chantel Fernandes (cell number: ********** 307) was introduced to us as a new consultant.</p> <p>I consulted with Chantel about a number of things that were not given to me as a new client in this medical aid e.g. a list of doctors to make a choice of where I can go. That list was sent to me through my daughters email. On it there is only the name of the doctor, address and phone numbers. After several calls made by me, I then went back to Chantel to get clarity that of the list for who is a general practitioner, dentist, optometrist and other specialists. The explanation was DSP and PMB that again did not mean anything to me. I further requested to have a practitioner to go to in my area and I was given the name of Dr Rebese and her phone number. No list of practitioners to make my own choice was given.</p> <p>Later I needed to consult with an orthopaedic because of pain in the knee and that was an advice from my practitioner. Again I went to my consultant re this matter. Chantel advised me to get a referral letter to see an orthopaedic which I knew as Dr Ho from Mulbarton Hospital. Chantel agreed to these suggestion and told me that I would pay for the first consultation fee out of my own pocket and get a refund later. She further told that after assessment with Dr Ho if I needed to go for surgery, the medical covers 100% tariffs. All I needed to do is go to the hospital and they will do the authorisation for me to my medical aid.</p> <p>After I met Dr Ho and after all assessments, I was given a date of the 16th August 2016 for surgery. The documents from Dr Ho were emailed to me to fill and send to my medical aid. Somewhere in those forms I did not understand other concept, so I again consulted with Chantel for help. On the 10th August 2016we met at Southgate McDonalds she explained and made me sign where I was supposed to sign and further took the documents to process them for me with the view of getting authorisation number.</p> <p>On the 12th August 2016 she texted that they are busy with the authorisation and promised to come back to me soon. At that point because of the delay of the authorisation number, Dr Ho shifted the date from the 16th August 2016 to the 23rd August 2016 and that was again communicated to Chantel, on the 15h August 2016 I called her twice and she did not answer the phone and I sent her a text message. The reply later by her was that the medical aid is still busy. On the 16th August 2016 the message was again that the medical aid is still busy. On the 17th August 2016 she asked me to forward the name and phone number of my practitioner and also their practice number which I immediately sent.</p> <p>On the 18th August 2016 I got a message that the medical aid had declined because I am new to the scheme and did not disclose my chronic arthritis and that my option is too low to cover all that. All these explanations only came now after I was following up on being operated and the process was allowed by my consultant. I was never asked about my chronic and was never explained to in regards to my option. Dimension 1 to me does not put me on clarity and even at the beginning of consultations with Dr Hoi was not told anything by my consultant and I can see that Chantel herself does not have product knowledge of the medical scheme she is working for and poor patients like us suffer in the whole process. In my phone I have all the text messages that I sent and have all her replies. After being declined I am asking you to tell me what to do because I am calling their toll free number an got so many different replies from the staff and I am sitting here frustrated and in pain day and night hoping that my plight would meet your best consideration and or recommendations.</p>