Terrible service - Medshield

My wife had to go for an emergency surgery on 31/08/2022, I was informed that there will be a standard R5000 co-payment, I then argued that it was an emergency and we did not have a choice to delay the procedure. They agreed to review the co-payment, seeing that it was an emergency. I sent them all the information they requested for the review, first it was a motivation from the doctor, then some time later and many follow up phone calls from my side they requested blood tests, after the doctor sent this to them they rep**** they did not know what the blood tests was for. I then had to call them again and explain this was the tests they requested. In the meantime the hospital send me a letter of demand for the outstanding co-payment and I phoned and emailed Medshield again, explaining that this is now serious, I work in the financial services industry and can lose my job if the Hospital gets a judgment against me and I'm not seen as financially sound anymore. Finally after how many phone calls, emails and complaints, that was just completely ignored, with no feedback. I received correspondence from Medshield on 24/08/2022, stating that they have waived the co-payment, on 26/08/2022 we called them to confirm if there is no co-payment anymore and they confirmed it telephonically as well. On 30/08/2022 the hospital called me again, stating that they will be handing the account over to their lawyers, because according to Medshield the co-payment is still applicable. The same day I phoned the pre-authorisation department of Medshield, the lady I spoke to also said the co-payment is still applicable and they don't know what letter I'm talking about that they sent me stating the co-payment was waived. Long story short, again she told me it will be escalated and marked as urgent and again no feedback.

How do you confirm that a co-payment is waived and then 4 days later you pretend I'm crazy and you do not know what I'm talking about. You then sent me the letter!!

Most recent query numbers: 010922Q878DZ and 010922Q8784T and I have about 15 more query numbers for the same complaint that has been magically closed as resolved on your system for the same problem.