Risking people s lives - VERY POOR SERVICE - MH***

My wife have been paying Medihelp every month via a debit, and each month she would be called and be told that she has not paid and would be asked to send proof. This has been going on since she joined the scheme and yesterday (22 Jul 2024) she got an email telling her that her medical aid has been terminated. As we speak she is technically not covered even though she does not owe Medihelp. This scheme is risking people lives cos should anything happen to her or our children today they will literally perish cos they are not covered according to the scheme. We are very frustrated and everytime we try engaging them they come up with excuses. There is just no professionalism from this company at all.

The below was your reply on twitter and still we do not understand is as we have been paying you every month.

Dear Mr Mudzunga

Your social media enquiry on 23 July 2024 refers.

Mrs Mudzunga was enrolled as a member of Medihelp as of 1 April 2024. She requested to pay her subscriptions in advance and not in arrears and the request was approved on 8 April 2024. Since Medihelp already requested the debit orders for April 2024 on 1 April 2024, we couldn’t request her April 2024 subscription by debit order.

When the subscription account indicates a debit balance, the recovery of the outstanding amount is an automated process. The member receives an SMS and letter and in the letter the member is informed of the outstanding amount due to Medihelp and that it must be received within the timeframe mentioned to prevent the temporary suspension of benefits. However, if the arrears and/or any other amount due is not paid within 30 days from the date of suspension, the membership is terminated. This process only stops if the subscription account indicates a nil- or credit balance.

Mrs Mudzunga’s subscription account indicated a debit balance of R6 636,00 for her April 2024 subscription. We requested a debit order on 2 May 2024 and this amount was set off against her outstanding April 2024 subscription since the oldest debt is always settled first. We informed her by letter and SMS of the outstanding subscription on 6 May 2024. Please find attached our correspondence that opens with her date of birth in the format CCYYMMDD (e.g. ***1).

The debit order we requested on 3 June 2024 returned. Mrs Mudzunga made a payment on 3 June 2024 and this amount was set off against her outstanding subscription for May 2024. We informed her by letter, SMS and email that she will need to settle the outstanding balance before 17 July 2024 to prevent the termination of her membership.

The debit order we requested on 1 July 2024 also returned. Mrs Mudzunga made a payment on 1 July 2024 of R5 196,00 and R1 400,00 on 16 July 2024. Since her subscription account still indicated a debit balance on 17 July 2024 her membership was terminated backdated to the month for which the last full subscription was received on 31 May 2024.

If any payments were made by Mrs Mudzunga that are not reflecting on her subscription reconciliation, please be so kind to email us the payment notification to *** so we can investigate the matter.

Medihelp granted approval for the reinstatement of Mrs Mudzunga’s membership on condition that an amount of R13 312,00 for the period 1 June 2024 to 31 July 2024 is received by 30 July 2024.

Unfortunately Medihelp’s doesn’t have your email address on our records and therefore the email will be send to Mrs Mudzunga’s email address.

Kind regards

Medihelp Subscription Administration

Telephone: ***