1 reviews | Active since Aug 2010
Medihelp service leaves a lot for thought.
My son is receiving treatment for schizophrenia. He receives medication under his Medihelp insurance. Recently my son contacted Medihelp and asked if he can submit a request for 6mths medication as he was travelling [he stays with us]. He had to get an updated script from the psychologist. This was done and all documents submitted. he then went to Dischem [complaint to follow this one]. They agreed all was in order and advised when he should come back. He went back to collect his medication to be told he needs to pay. He proceeded to pay, remember he has medical and approval. Take his mental situation into account, his normal is not our normal and they tend to react an think afterwards. After contacting me I told him to contact Medihelp to get it sorted. It turns out Medihelp approved his medication on the expired script. Dischem in their own infinite wisdom made him pay instead of checking. Medihelp then agreed to pay part back now and he has to come back in January 2020 to get the balance. well NO, the first problem was with Medihelp followed by Dischem. Medihelp should have called Dischem immediately and advised them of the mess they made and arranged for an immediate refund by Dischem and then proceeded to refund Dischem. Is Medihelp going to pay for my sons return ticket. What adds to the frustration, my son has been jobless for 4 years, he is a qualified millwright, the money in his account which is not mush is what he has. So paying for a Medihelp / Dischem error has made things worse. Tomorrow November 4th he is going to Dischem to request a refund.
Your complaint is being investigated and feedback will be provided as soon as possible.
Kind regards
Medihelp Customer Care
Your complaint is being investigated and feedback will be provided as soon as possible.
Kind regards
Medihelp Customer Care
In their infinite wisdom they decided to send me an email that brought them no nearer to a solution.
Here is the reply.
Dear Mr Booysen I refer to the Hellopeter complaint, received on 3 November 2019. According to Scheme records you are not authorised to handle inquiries on your son’s, Regardt, behalf. Medihelp is bounded by law to not convey any confidential information to a third party. Feedback on your inquiry was therefore provided to the member on [email address] Kind regards You may ask what is wrong with this reply. The medical cover for my son "R" was cancelled and ended on May 30th. My son "R" then sent me the email totally confused, I had to give him the story behind the email.
I then rep**** to the email explaining that they have the wrong son and do they have any records of issuing him medication for schizophrenia. I further mentioned that I pay medical for two sons, "R" and "N". I asked them to contact me if they needed more facts they can contact me.
This was the reply.
Dear Mr Booysen Reference number W***5.....2 has been allocated to your enquiry. Kindly note that previous communication conveyed to you remains applicable. The Scheme cannot provide you with information on your son’s behalf. Medihelp is bounded by the Law to not convey any confidential information to a third party without permission given. The necessary feedback was provided to your son on [email address] Kind regards
Again they sent an email to the wrong person, who has no medical insurance with them. Instead of asking for more details they sent another email with less helpful information. Who is managing these complaints / queries. Someone needs to address the ineptness. I can only thank Dischem for sorting this out the same day he arranged to go and see them. Was it not for them I suppose we will still be sending emails and receiving useless replies.
In their infinite wisdom they decided to send me an email that brought them no nearer to a solution.
Here is the reply.
Dear Mr Booysen I refer to the Hellopeter complaint, received on 3 November 2019. According to Scheme records you are not authorised to handle inquiries on your son’s, Regardt, behalf. Medihelp is bounded by law to not convey any confidential information to a third party. Feedback on your inquiry was therefore provided to the member on [email address] Kind regards You may ask what is wrong with this reply. The medical cover for my son "R" was cancelled and ended on May 30th. My son "R" then sent me the email totally confused, I had to give him the story behind the email.
I then rep**** to the email explaining that they have the wrong son and do they have any records of issuing him medication for schizophrenia. I further mentioned that I pay medical for two sons, "R" and "N". I asked them to contact me if they needed more facts they can contact me.
This was the reply.
Dear Mr Booysen Reference number W***5.....2 has been allocated to your enquiry. Kindly note that previous communication conveyed to you remains applicable. The Scheme cannot provide you with information on your son’s behalf. Medihelp is bounded by the Law to not convey any confidential information to a third party without permission given. The necessary feedback was provided to your son on [email address] Kind regards
Again they sent an email to the wrong person, who has no medical insurance with them. Instead of asking for more details they sent another email with less helpful information. Who is managing these complaints / queries. Someone needs to address the ineptness. I can only thank Dischem for sorting this out the same day he arranged to go and see them. Was it not for them I suppose we will still be sending emails and receiving useless replies.