Only been with them for a month but the worst service!!!

I would like to point out how disappointed we are at the treatment we have received from Astrid since she was assigned this case. Our issue began on the 1st of July when we reported to Shaun that we had an emergency on the 29th of June and had to take our 5 year old daughter to Life Carstenhof Hospital. Shaun had confirmed over the phone when he was signing us up with Optivest that this hospital was on the Medshield network . When we were at the hospital we were told our option was not covered (Medshield Mediphila). We were now praying that our daughter would not be admitted since we clearly would have to pay from our pocket. Luckily they managed to bring down her temperature and she was allowed to go home. We were asked to pay R820 for blood tests etc and R1429,02 for consultation which we paid cash on the same night.

On the 1st of July we contacted Shaun and complained that the hospital my wife had specifically asked him for, could not assist us via medical aid and we had to pay from our own pockets. Shaun assured us he would request QA for a recording of that call and if confirmed he would initiate full reimbur*****t. Till today we have been getting excuses when we ask for the recording. He did however help log a request for us to claim for out of network benefit from medical aid. We submitted proof of payment to Shaun and on the 7th of July we received an invoice from ER Consulting asking us to settle the account for R140 after medical aid had paid their percentage. Confused, we reached out to Shaun who then escalated to the team that submitted our documentation to medical aid and once again no response.

On the 21st of July Astrid makes contact with us and says she is the one who is handling the case. This is after numerous attempts by Shaun to escalate the matter to her department and not getting any feedback.

On the 26th Astrid sends us an email basically saying the same thing that ER consulting said to us. The medical aid has paid R683.70 and we need to settle R140.10 at this point. I am highly disappointed and livid because these people are not even bothered by our case since they don't even seem to care what the actual issue is.

On the 29th Astrid calls my wife to find out what the actual problem is and asks for a long list of info that was already provided for on the documents we sent. When my wife gets home she explains to me that she got a call and I call Optivest and am told Astrid is busy but she will call me back. Still no call till today. We literally have to beg for service. I have finally decided to go through the documents and send her the info and also let her know how poor her work is but I doubt she will care! A whole month has passed on such a simple request! Refund!

Please we need our refund. We paid cash at the hospital! We also need the recording between Shaun and my wife where Shaun confirmed that Life Carstenhof Hospital will accept our medical aid option. We also need the hospital to be informed that we settled our account cash on the day and we do not owe them anything! We've only been on this Medical Aid since June 1st but the service has been horrible to say the least! One wonders what would have happened had our daughter been admitted. The hospitals covered by this medical aid option are far and we have never used them so we don't even know if they will give us the service we are used to. My wife gave birth to all her kids at Life Carstenhof. We need a medical option that will be accepted there.