*********** and unhelpful call centre

The service is extremely bad, and a risk to the members health and well-being. My mom's now the main member since my dad passed away in September 2021. For some reason, Samwumed is unable to assign the necessary details to my mom to have her as the main member, and for 11 days now she is unable to obtain her chronic meds. She is insulin dependent and what medical aid in its right mind takes its time to identify the problem that prevents the pharmacy from processing her chronic meds? The call centre agents at Samwumed are always directing the responsibility to Medscheme and Medscheme is able to identify that Samwumed hasn't made my mom the main member yet because they can see on their systems that she is still registered as a dependent. My mom was at work and could only call around 3:30pm and would you believe the call centre agent kept stonewalling and was most unhelpful. My mom stressed to her that she had no insulin! The call centre agent put my mom on hold until it was 4pm and never returned. We know the call centre closes 4pm and this l all centre agrlent working from home just bailed out leaving my mom in despair. My mom is 61 and just lost her husband and her daughter this year. What sort of cold, hostile service is this from Samwumed. You are putting people's lives in danger not helping them even though they are paying for their services. Tomorrow will be the 12th day that my mom will be without her chronic meds. How pathetic your services are.

If this isn't bad enough, this medical aid allows doctors practices to drain member funds when they insert private codes instead of in-hospital codes when a patient is hospitalized. My mom''s GP benefits were drained and a hospital case worker alerted us of the discrepancies and the accounts department of a trauma centre at the hospital acknowledged their error and resubmitted their claims on a proper code, but Samwumed hasn't processed the proper claims and neither is my mom's GP benefits restored. My mom had to pay out of pocket to visit the doctor to get a script for her chronic meds that she now can't even access. I fear for my mom's health. There isn't even a manager stepping up to call my mom back with a plan of action. It's like she is on her own. I suppose we need to use the resources available to report poor services of a medical aid. This is always just gross incompetence and negligence.