Total, complete waste of money

What a disaster this has been. No clear communication is available anywhere as to what your policies actually include, your policy documents are written and drafted in such a manner that nobody actually knows what their plan includes or excludes for that matter.

Champions at finding a loophole and ignoring urgent requests and the supervisors are way too important to take your call or get back to you for that matter (only been waiting for a call back for close to three weeks - good thing I am not holding my breath). I do have to wonder where one is supposed to get any information if you have a website that is barely PC friendly let alone mobile friendly. Where in the world will I find any information for this so-called Nucore Plan that we have been paying for over 10 years?

Called your team before my surgery, told them that my medical aid has rejected some codes - assured me that I should go ahead with the procedures and just make sure I submit all the statements afterwards. Silly me, I did so and two weeks later I receive feedback that because the medical aid rejected it Medway automatically will reject it as well.

Second round I ask why the Hospital Portion I had to pay has not been reimbursed, the reason is apparently that their statements reflected that the medical aid paid the full amount (shame, no one could pick up or refer to my proof of payment to reach out to me for information). Supervisor says I should just get the updated statement from the medical aid. I do that on the very same day. Two days later I call again, nobody has even bothered to look at the email. What is new.

I was told that I would probably have been reimbursed for other elements even if the medical aid paid one cent then it would be considered a shortfall. So why should there be a problem when the medical aid paid 60% of the hospital fee then? NOW they refer to it as a co-payment, now it is not a shortfall. How did I find out - once again we had to chase them around after another 2 weeks.

I actually do not know what they will cover? In my policy document, there is a line that says they don't cover co-payments and a line that says Co-payment cover is a cash benefit paid for medical expenses shortfalls where there are co-payments. I guess I will never know because they just really do not care what clients are asking them about and they will continue to change the terminology and threaten to throw down the phone in your ear when you are clearly upset by the lack of support and insight from their side.

Had to actually ask the consultant out loud: Do you not realise that I am unhappy? Do you not realise that I am upset? Do you not realise that this is a disaster? Do you not realise that a business' reputation matters? Do you not even want to attempt to resolve this issue? Do you not realise that all I am asking for is clarity and feedback, not even to be treated as a valued customer?

Still no response.