1 reviews | Active since Aug 2010
EXTREMELY POOR SERVICE
I have submitted a claim 05/01/2016 for my daughter. 3 days later I received a email to say that I need to fill in forms in order to submit a claim along with the medical bill, a medical aid statement and the hospital bill.<br> I then sent all the documentation back to them the same day. The details they requested to be filled in on the claims form is information that I have given them already when I signed up with Medway.<br> I picked up that I have not been refunded and followed up with Medway 26/02/2016. a Lady by the name of Jessica (Team Leader) contacted me back to say that they sent me a sms to advise that they need a authorization letter from my husband in order to refund the money in his account. I told her that I did not receive such a sms and why they did not contact me when they received no response in which I was told it is my responsibility to contact them. I supp**** the letter but had no response since. I am extremely dissapointed in the level of service that has been provided and also the slow response time. When I signed on I was not given any proper instruction on how to submit claims ect and was told I merely need to email the invoices.
Your complaint has reference. We have investigated this matter and had you comp**** with the claims process listed in your policy documents, you could have avoided any unnecessary delays. And had you followed the claims procedure, you would have contacted Medway for a claim form which would have provided you with a list of the supporting documentation required by the insurer in order to process your claim. As a rule the insurer will only make payment to the principal insured life and as you had your spouse's banking details listed on the claim form, we were instructed to ask you for a letter of authority to allow the insurer to make payments into your spouse's banking account, which we requested from you. Medway also sent you an sms confirming receipt of the banking authorisation on the same day it was received at our office. A complete Gap claim application takes approximately 15 working days to process once sent onto the insurer and can expect feedback from them by the 24th of March 2016.
We are not understanding what we could have done differently - our Insurers dictate the process and the requirements.
Regards,
Medway
Your complaint has reference. We have investigated this matter and had you comp**** with the claims process listed in your policy documents, you could have avoided any unnecessary delays. And had you followed the claims procedure, you would have contacted Medway for a claim form which would have provided you with a list of the supporting documentation required by the insurer in order to process your claim. As a rule the insurer will only make payment to the principal insured life and as you had your spouse's banking details listed on the claim form, we were instructed to ask you for a letter of authority to allow the insurer to make payments into your spouse's banking account, which we requested from you. Medway also sent you an sms confirming receipt of the banking authorisation on the same day it was received at our office. A complete Gap claim application takes approximately 15 working days to process once sent onto the insurer and can expect feedback from them by the 24th of March 2016.
We are not understanding what we could have done differently - our Insurers dictate the process and the requirements.
Regards,
Medway