Medshield:- *********** Useless Unprofessional Medical Service Provider *

Medshield Policy Number: ********** 1340

Good morning, Carol

I hope you are well and was also hoping you were going to take action by answering the questions below. Note; my mother as discussed as direct result of the lack of communications and the complete failure to answer specific questions remains unanswered. I fail to understand, why you made the effort to call me on Monday and again have done nothing about assisting me. I will reiterate my questions again and this will now take another week for someone who has any interest in serving you policy holders to provide any form of interest in resolving my questions.

I will not make this months monthly premium which monies I have available until I get your reassurance and you have answered my questions.

1. I cannot find the MSA balance on my mother’s Medshield internet log on portal. As discussed, the technology or how the Medshield website works is lacking and not user friendly. It is completely useless as it does not function properly allowing a policy holder to find information they need?

2. Why can my mother not get physio therapy and why do we have to pay for blood test, is this not covered on her Medshield policy.

3. I am trying to understand how you administer or assist your policy holder as you either make it impossible to call you customer service centre as the telephone line does not get answered following which the policy holder then gets multiple emails on the same subject which is irrelevant.

4. Irrespective of whom you have spoken with at Medshield none of the emails sent to the policy holder bears the name of a Medshield representative. Why do the staff of Medshield not provide their names allowing the policy holder to be able to communicate with a person who can follow through to ensure any and or all queries are resolved efficiently.

We cannot continue to wait five (5) working days for Medshield and or its staff to take action, neither do Medshield have in place a telephone facility to contact emergency services as your telephone customer lines is not functional.

You will note Medshield when answering post on www.hellopeter.com provide the standard automated reply which states; we will attend to your query in five (5) working days. Please I would like to reactivate my mother’s Medshield policy, however, I am reluctant to pay the monies to Medshield because the customer service is of such a Poor Level of Unprofessional service it leaves much to desire and your failure to address my questions and or assist me has result in my mother getting ill without any medical assistance which we are paying cash for.

It is clear, Medshield do not have adequate staff levels, your customer telephone line is not functional and the automated emails do not address the query? I am of the strong opinion to now take legal action due to your failure and wilful neglect of your policy holders.

The customer service you provide is unacceptable and prohibits the Medshield policy holder to obtain medical assistance when they need it most. Will you please address my concerns as this has been going on from 1 April 2019 and I would like to resolved this matter. Given it is Wednesday 10 April 2019. I suspect it will take until next week for someone who has a keen interest at Medshield to apply themselves to their terms and conditions of employment.

You will also note to speed up the process of Medshield answering my queries I have posted a copy of this mail on *** to add to the thousands of complaints Medshield receives on a frequently basis. Medshield has got such a bad name with regards to customer complaints and I have very little confidence in your company as the staff at Medshield do not have the necessary s****s you would expect when addressing medical needs.

Please to avoid me from taking legal action, I am going to insist I received a reply to my question by no later than the close of trade today!

Thanking you in advance

Giovanni Covacich