Appalling Service by Remedi

I sent this email to my medical aid Wed 27/06/2018 02:54 PM(names removed)

"I am absolutely appalled at the level of service I have received from a service I PAY for on a monthly basis. From July 2017, my daughter has been receiving Simponi prefill injections on a monthly basis as PRESCRIBED by her Gastroenterologist. She has NOT received her injection for both May and June 2018 and we are now heading for July. Firstly I was never informed that there was a problem with the application or medication that has been prescribed for my 19 year old daughter. Medication supply just stopped and only when I enquired was I given the below pitiful response. On 01/06/2018 I queried this with Discovery who referred me to Remedi as the fund rules had changed and they had not received any feedback from the fund. Remedi informed me there was nothing we could do except wait for the Ex-gratia team to meet on 21/06/2018 which by the way was 6 days ago. To date I have still not received any feedback. According to Discovery they have also not received any feedback from the fund despite having followed up every week. This is totally unacceptable as I have a 19year old daughter who was recently discharged from hospital and who is not receiving medication prescribed by her Dr. My understanding is that he would not have prescribed the medication if she did not NEED it. I expect that my email will be receiving the urgent attention that it requires and that feedback will follow before 28/06/2018 at 10am. Should I not get comprehensive feedback by the above mentioned time, I will have to take the matter further with the Ombudsman, Board of healthcare funders, medical schemes council and media. Awaiting an urgent response." National Patients Health Charter: According to the Constitution of the Republic of South Africa (Act No 108 of 1996), I have a right to: 4. Knowledge of one's health insurance/medical aid scheme A member of a health insurance or medical aid scheme is entitled to information about that health insurance or medical aid scheme and to challenge, where necessary, the decisions of such health insurance or medical aid scheme relating to the member. Urgent feedback is required.