Amount available but granted Half!!!

I would like to bring an urgent matter to your attention regarding my client’s hearing aid authorisation.

After waiting a full month for authorisation, we called in on 31 October to confirm the status. We were informed by the consultant that authorisation had been granted, and we were provided with an authorisation number for two hearing aids. Based on this confirmation, we submitted the claim on the same day.

However, we are now being told that the authorisation was only for one hearing aid, despite the client clearly needing two, and despite the available benefit. I also have the call recording where the consultant confirms the full authorisation amount of R30,000 for a pair.

We have tried multiple times to get assistance to correct this matter but have received no resolution. Unfortunately, this is not the first time we have experienced this issue with Sizwe, which is extremely concerning.

Kindly assist in rectifying this urgently, as the client is waiting and this delay is unnecessary given the clear information provided at the time of authorisation.

I look forward to your prompt response.