Poor Administration from MHG on Behalf of Wooltru Healthcare

I have just recently joined the Scheme through my employer since I just changed jobs but the administration from MHG has been so poor.

They have such a limited network and as a result I have to pay cash for my consultations and claim back from them, but the claims process is so tedious.

I logged a claim on the 26 November 2019 and they confirmed that the claim was processed and I should receive payment on 6 December 2019. Came the 6th, there was nothing in my account.

I followed up on Monday 9 December 2019 where I was told that they do not have my banking details. Surely this is somehting that should've been checked before processing the claim? How can they make payment to an account with no bank account number? Worse, no one called me ahead to tell me that they didn't have my details, I had to follow up.

I sent my banking details through on 9 December and I received confirmation that they were captured on 10 December. I called again on the 11 December to make sure that the claims department had actually actioned the reprocessing of my claims, since it seems that no one really know what they are doing. As I supsoected, nothing had been done, only after I called did they send it through for manual processing.

Today is 17 December 2019, still no payment in my account. I have followed up and they have advised that they will follow up with the relevant department but cannot give me a turn around time.

I have to pay cash for my consultations, its worse enough that the scheme only offers 300% on the Comprehensive Plan whilst I am on the saver, so I don't get my money back in full. Now even half the payment that I am expected to receive takes 3+ weeks. I never experienced such issues whilst I was on Discovery, they paid Day to Day claims at the rate that I specified because it is my money anyways and not once did it take so long to process a claim.

Only 2 months on the scheme, at a time where I actually need my medical aid and you guys are letting me down big time.