1 reviews | Active since Oct 2017
GAP claims not settled within SLA time
I submitted a GAP claim for medical expenses incured because of hospital admission for my five year old daughter 09/07/2018. Their service level agreement states claims will be paid out within 14 working days. This claim has still not been settled.
Dear Mrs Van Zyl.
We acknowledge receipt of your complaint and wish to advise that the insurers underwriters did not notify Medway of any outstanding documentation in respect of your claim.
As a result we never requested any further documentation from you and assumed the claim was complete and would be processed accordingly.
The insurer advised us today, upon investigation of this complaint, that they still required proof of banking details but have assessed your Gap claim on the basis that the banking details provided on your claim form is the same as the debit order banking details on our system.
Your Gap claim has been processed and authorised for payment today.
We will send you the particulars to your personal email address for your further perusal.
We apologise of any inconvenience this has caused you and assure you of our best intentions always.
I trust you are happy with the feedback provided.
Kind regards,
Tracey
Medway Complaints Department
Dear Mrs Van Zyl.
We acknowledge receipt of your complaint and wish to advise that the insurers underwriters did not notify Medway of any outstanding documentation in respect of your claim.
As a result we never requested any further documentation from you and assumed the claim was complete and would be processed accordingly.
The insurer advised us today, upon investigation of this complaint, that they still required proof of banking details but have assessed your Gap claim on the basis that the banking details provided on your claim form is the same as the debit order banking details on our system.
Your Gap claim has been processed and authorised for payment today.
We will send you the particulars to your personal email address for your further perusal.
We apologise of any inconvenience this has caused you and assure you of our best intentions always.
I trust you are happy with the feedback provided.
Kind regards,
Tracey
Medway Complaints Department