RR
Ronell R
1 reviews | Active since Oct 2011
06 May 2015, 20:39
Wrong Information / late feedback to collect more
Beware of Medway selling policies for extra medical insurance. Riana Axell- Sold Medway medical policy to clients at our work place. Gave wrong information when selling. Gave wrong information when asked about pay-outs. Medway consultants-tell clients they are going to pay for certain procedures. As soon as claim is submitted, they stall, telling client they can not open e-mail, and various excuses for several weeks, then let you know they are not paying. Waiting till After the month end, then stating they can not cancel until end of month so you need to pay for another month.
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Medway Marketing's replyOfficial
02 May 2023, 21:58Hello RonellvanR,
Apologies for the delay in responding but I was required to complete a thorough investigation into your complaint.
Now that it is complete, my findings are as follows:
The Agent in question has been responsible for selling thousands of policies over many years for Medway and has done so without prior complaints.
Your calls into our Customer Services are recorded and have been listened to. At no point were you told that your claim would be paid. Medway do not process claims, we merely advise on the forms based on the information given to us and then we on send to the Insurers. Your claim was for a Co-payment fee that was imposed by the hospital and not paid for by your Medical Aid. Unfortunately, you opted not to take out this cover at time of your application and hence it was rejected.
The only \stalling\" experienced would have been when we asked you for the correct claims documentation as you had submitted password protected documents that could not be accessed.
Apologies for the delay in responding but I was required to complete a thorough investigation into your complaint.
Now that it is complete, my findings are as follows:
The Agent in question has been responsible for selling thousands of policies over many years for Medway and has done so without prior complaints.
Your calls into our Customer Services are recorded and have been listened to. At no point were you told that your claim would be paid. Medway do not process claims, we merely advise on the forms based on the information given to us and then we on send to the Insurers. Your claim was for a Co-payment fee that was imposed by the hospital and not paid for by your Medical Aid. Unfortunately, you opted not to take out this cover at time of your application and hence it was rejected.
The only \stalling\" experienced would have been when we asked you for the correct claims documentation as you had submitted password protected documents that could not be accessed.
Medway Marketing's reply02 May 2023, 21:58
Official
Hello RonellvanR,
Apologies for the delay in responding but I was required to complete a thorough investigation into your complaint.
Now that it is complete, my findings are as follows:
The Agent in question has been responsible for selling thousands of policies over many years for Medway and has done so without prior complaints.
Your calls into our Customer Services are recorded and have been listened to. At no point were you told that your claim would be paid. Medway do not process claims, we merely advise on the forms based on the information given to us and then we on send to the Insurers. Your claim was for a Co-payment fee that was imposed by the hospital and not paid for by your Medical Aid. Unfortunately, you opted not to take out this cover at time of your application and hence it was rejected.
The only \stalling\" experienced would have been when we asked you for the correct claims documentation as you had submitted password protected documents that could not be accessed.
Apologies for the delay in responding but I was required to complete a thorough investigation into your complaint.
Now that it is complete, my findings are as follows:
The Agent in question has been responsible for selling thousands of policies over many years for Medway and has done so without prior complaints.
Your calls into our Customer Services are recorded and have been listened to. At no point were you told that your claim would be paid. Medway do not process claims, we merely advise on the forms based on the information given to us and then we on send to the Insurers. Your claim was for a Co-payment fee that was imposed by the hospital and not paid for by your Medical Aid. Unfortunately, you opted not to take out this cover at time of your application and hence it was rejected.
The only \stalling\" experienced would have been when we asked you for the correct claims documentation as you had submitted password protected documents that could not be accessed.