Terrible service from medscheme.

I'm a member of the Nedgroup Medscheme for numerous year and the service I have been recieving from them is appaling. They are not transparent, they copy and paste responses. Their time to respond is not urgent at all. They been giving me the run for a 1day procedure that they obviously do not want to fund or even consider the circumstances for the procedure. They look for as many loop holes and excuses as possible. Even if you have a motivational letter from your Dr as well as a co.payment they do not even consider your request as do not care about the wellbeing about their clients only about finding ways not to assist. I'm extremely unhappy with their service and took this matter to the ombudsman because we seem not to have any rights, their final work goes and we must just submit.