No payment, no help

<p>As a service provider, I submitted 4 claims for a single member and 2 claims for other members since the end of January 2017. I called in the first week of February to verfiy the correct email address for claims submissions and received confirmation emails with reference numbers for all the claims submitted. When I called 2 weeks later to get an update on the status of the claims, the call centre agent laughed and told me it would take months for my claims to be dealt with due to a significant backlog from 2016. She gave me reference numbers for the claims I had queried. I subsequently submitted claims for February and March and have received no remittance information from Sizwe. I have called twice more for assistance - yesterday (23rd March) the call centre agent put me on hold and never returned. Today, I have been on hold for the entire time I have writtent this complaint. I have asked 3 times for a supervisor/manager and kept being redirected back to the call centre. </p> <p>I have now spoken to a team leader who was very polite and tried to be helpful, but has no access to claims that have not been processed by whoever deals with emailed claims (she made it sound as if this is an outsourced or separate department entirely). She also explained she doesn't deal with any authorisations or allocation of member's funds. I am now on hold again for a case manager. So basically the left hands and right hands have no interaction at all.</p> <p>I am beyond frustrated and at my wits' end in trying to have these claims settled. I am actually being asked to find the the dates and times I have sent the claims so that the team leader can report these details to the head of the department that deals with emailed claims. It is beyond ridiculous. </p> <p>Between claims not being recorded, not showing on the system and not having allocated funds, I can see my income drifting away.</p>