WAITING FOR AUTHORISATION - MH ***

They dont deserve any stars to be honest! My Son of 19 months old was referred by our GP to an ENT. The ENT found that my son required grommets and possible removal of his adenoids as he cannot hear himself speak due to his middle ear being full of fluid and is booked to undergo the necessary procedures on 26 September 2019. On 12/09/2019 I called Medihelp for authorisation for the necessary procedures and I was advised by the consultantant that they had to conduct an investigation to determine whether or not this was a pre-existing condition seeing that we have not been on the medical aid for 1 full year, which I fully understood. I have contacted Medihelp on 3 different occasions since then to enquire as to the progress of the investigation and all the customer care consultants could say was that it was still pending and had the cheek to advise that I should postpone the procedure or pay cash. This "advice" given to me is totally unacceptable as my son's hearing and health is in jeapordy, he is in his developmental stages and not being able to hear himself speak is a huge problem!!!! On 18 Sept 2019 I sent the investigations department an email regarding the progress of the investigation and requested them to please get back to me by close of business 19 Sept 2019 which they still did not bother to do despite reading my email (I have a read receipt). I've now had to contact the hospital as well as the anaesthesiologist's offices and request a cost estimate to determine how much these procedures are going to cost ,this after, they also could not understand why Medihelp was giving us such uphill since in toddlers grommets and removal of adenoids was a common occurance. I am Disgusted at the level of service and attitude I have received from Medihelp. This is not a case of an adult not disclosing that they have cancer prior to joining a medical aid but rather a case of a developing toddler requiring treatment of a common problem. My son's procedure is booked for 26 September 2019 and to date, I still do not know where I stand. I do not know why we even bother to pay high prices for so called "medical aid" when they cant even help us when we need them most. Utterly disgusted and saddened by Medihelp's lack of response and empathy.