Delayed MRI Authorisation

Dear Medshield,

I am writing to formally lodge a complaint regarding the unacceptable delay and poor handling of my MRI authorisation request submitted in August.

As a new member (under one year), I fully understood and accepted that a clinical investigation would be required prior to approval a process which, as advised, should take approximately 5 working days. However, nearly a month has passed, and I have yet to receive any authorisation.

Throughout this period, there have been numerous emails exchanged between my broker and Medshield, and I have personally made over 10 phone calls to follow up. Each time, I am given conflicting information, new requirements are introduced, and I am forced to repeat the same details over and over again — with no resolution.

What is most frustrating is the continued insistence on a radiology report, despite my clear and repeated communication that no recent radiology has been performed. It is extremely concerning that this point has not been understood or actioned after so many interactions.

The inefficiency and lack of coordination displayed are completely unacceptable, and fall far below the standard I expect from a medical scheme provider. Although I have only recently re-joined Medshield, I have previously been a member for a cumulative period of approximately 15 years, and I must express my deep disappointment in the service I’ve received on this occasion.

This matter is urgent, and I request that it be escalated immediately. I expect a prompt resolution and clear feedback on the next steps, without further unnecessary delays or repeated requests for information I have already provided. If not I will have no other choice as to get CMS involved in the matter.