Med-****

I sent you guys an email on 7 October 2024 as follows:

Good day,

I need to understand what is going on with my medical aid and how much is left in my savings account as I've experienced 2 unexpected encounters.

I had a consultation with a doctor on 11 September 2024 at Medicross and had to make a co-payment. To my recollection, I haven't used my medical aid much this year and so would like to understand how much is left for the remainder of the year.

PLEASE DO NOT SEND ME MY STATEMENT AS I RECEIVE THIS EVERY MONTH, RATHER I NEED AN EXPLANATION AND BREAKDOWN OF HOW MUCH I HAVE AND WHAT HAS BEEN USED SO I UNDERSTAND WHATS GOING ON.

Furthermore, when I needed to purchase over the counter medication at Clicks (both in Durban and Cape Town), I was advised by the respective consultants on both occasions that their system indicates "Suspension uplifted" which they couldn't understand and were not able to load Medshield on their system. I was advised to then make contact with you guys for this to be investigated. I ended up having to buy the medication for my daughter in cash.

Lastly, I need to take my daughter for a dentistry consult, however given the unfortunate experiences so far, I'm worried if this would be possible in the slught as I don't pay my medical aid only to pay once again for things that should've been covered (or so I think). I need for this to also be broken down an explained to me so I don't get any nasty surprises.

As a Medshield member in my own right, I expect my requests to be explained to me by someone who won't copy and paste robotic responses, but rather look into detail as to what my request for assistance entails as i'm not another email irticket tha5 needs to get be closed to add onto your quick resolution SLA.

Alternatively, I'll look elsewhere for health cover.

I got the below automated response on 7 October 2024 at 10:58- This e-mail serves to confirm that we have received and are attending to your query.

Your query number is: 071024QJT9TH

Expected query resolution time for emails: 5 working days from date of receipt, excluding weekends and public holidays.

Automated email on 12 October 2024 at 11:15- Medshield is at present working on resolving your query - 071024QJT9TH.

We will periodically keep you informed of progress made and will contact you once we have reached a resolution.

Automated email on 15 October 2024 at 11:34- Medshield is at present working on resolving your query - 071024QJT9TH and will periodically send electronic notification until we reach a resolution.

Automated email on 18 October 2024 at 11:29- Medshield is at present working on resolving your query - 071024QJT9TH and will periodically send electronic notification until we reach a resolution.

At that point one of our experienced agents will be in contact to discuss and/or confirm the details.

Automated email on 21 October 2024 at 11:36- Medshield is at present working on resolving your query - 071024QJT9TH and will periodically send electronic notification until we reach a resolution.

At that point one of our experienced agents will be in contact to discuss and/or confirm the details.

Today (28 October 2024) the one email different to the absolute silence I've received is the automated notification about collection of the debit order for this medical aid.

As per my initial email 21 days ago and your clear lack of being able to provide ANY answers within 6 days, I remind you not to patronize nor insult my intelligence by copying and pasting robotic responses about expecting a response in 5 working days- YOU have exhausted all days and frankly have no excuse. At the rate you're going, I need your next response to be that a manager WILL contact me telephonically and provide in detail what I had requested in the first 5 business HOURS of posting this.

You guys are busy playing with people's livelihood and one wonders if you do even have any agents working there if it's taken more than the expected time for a decent answer and nobody cares if it's an emergency. Nxa!