The worst nightmare of a plan, Bad bad bad

We took this insurance in July of 2021 and I was due to give birth August 2021. The lady sweetness never told us about the inconveniences and how we would be claiming from them every time we needed to go to the doctor or get medication. Also she did not mention that we would getting a bank card that had to be loaded each time, cause had she shared this information I would have never agreed that we take this medical insurance. It has been a night mare with them since day one. My worst nightmare started when I had to take my new born daughter to the doctor because she was not well and it was a little bit over six weeks and I needed a postnatal check up for myself, so with a new born it makes sense to go on the same day. Their system is not clever enough, so two people from the same policy can not claim together on the same day. How ridiculous is that 🙄😳. So if you were injured in the same household under the same policy, the other person would have to wait for the next day because that’s how dumb their system is. I was so mad because I was not willing to wake up the following day again with my six week old baby so I told them to fix it. A sweet lady Khanyisile was helping me that day. But I had to use my airtime to call everytime I was done so they can process and upload etc. it was so draining and daunting. It literally took the entire day . From 11am till 5am I was sitting in the car calling and waiting for Kanyisile to process and upload so that we can claim the same day. Then it’s their what’s app, no body ever responds. You will die while waiting for a response. They take 5hours or even respond the following day. I called and complained about this aswell and I asked for their manager because I had to pay for my daughters medical fees and getting back my refund was hell.

The manager Kirsty Bouwer finally called after 5days of waiting. She seemed nice, told me to always contact her directly via E-mail and I thought okay all will be well and good. This was in September and guess what. She does not respond to E-mails aswell. First time she apologized told me she had a family emergency hence she took long to get back to me. I’m human so I understood and I moved on. Last week I needed to claim for my daughters scripted medication, guess what no response from Kirsty since last week Wednesday. I went on to their app to try claim for my daughter it tells me she is still in a waiting period. Mind you the manager promised to sort that out in September and till today not sorted. I attached screenshots of no response from their what’s app people to show her how useless their system is and no response from manager, she only responded yesterday with an apology and telling me she has no access to her E-mails weekend. I sent her those E-mails during the week.

In that process of looking for manager I was helped by bauedene who had an attitude. When I sent him the statement claiming my refund he told me they don’t pay for supplements, he suddenly became my daughters doctor. My daughters pediatrician gave her a script in September and he prescribes 3/12. September and October I claimed with the same script and now I was buying my daughter her last dose of her scripted medication by her pediatrician and all of a sudden they don’t pay for it. I have e-mailed then the script a million times and the invoice but he chose to overlook that and be a doctor 😳. Yesterday I got a call from Nompilo very nice lady and very helpful but I had to resend the same things to her again and I did because she was trying her best to make sure I’m getting the service I am paying for every month.

Guess what this morning I’m getting an E-mail from another person asking me to send the documents.

In a nutshell, I still don’t have my refund back, they are running around. This business was not well thought and planned, they are clearly thumb sucking with our money as they go along. I would never advise anyone to take it. I literally feel like I am walking around with an empty bank card. I hate one plan. It took away my joy of being a new and first time mom. It stressed me out. Mind you I’m breastfeeding 🤱. I hate hate hate it.