Poor Support Services

I did not want to use this platform but unfortunately, there is no other way to get urgent assistance as I am unable to get through to an agent after inputting my membership number. The email support also takes 5 days, which is too long for emergency or urgent queries.

I have sent an email for notification of pregnancy in November and I still have not been assisted since i get an email response after 5 days and get allocated to a different consultant after each response. This is frustrating because this is an urgent issue and I need to know the status of my query but cannot get anywhere due to the delay in response time.

This is the communication I got from a consultant 2 weeks ago; "Thank you for your email. Kindly be advised that in order to resolve your enquiry we need an invoice from the doctor that indicates pregnancy in order for the system to generate a maternity authorisation, once a claim has been received the scheme will be able to advise as to what will be needed from the doctor."

I sent the invoice , however another consultant said I need to submit proof of payment to get a refund. I advised that I was not applying for a refund, rather for maternity benefits as per the feedback from the other consultant.

I urgently need to have this resolved s it has been a month and nothing has been done.

I will appreciate your quick response.