Sizwe Hosmed not paying claims, helpdesk mostly unreachable, agents drop your call if you actually get through.

Hi,

I have an existing review which was responded to but no contact has been made and nothing has been done.

But in trying to follow up relating to my claims I feel oblidged to reveal my current assessment and experience of Sizwe Hosmed.

You are unable to get through to them on the helpdesk, either you hold on till you get a IVR prompt stating you need to rate the level of service you got, at which prompt the call just drops. Or you get moved to the back of the queue randomly.

I did actually somehow after weeks of trying, get through to an actual person at Sizwe Hosmed's helpdesk.

I calmly explained the situation, I gave her all the information, it felt like the conversation was going somewhere. She said something about there was no existing auth, I asked her why that would be as it gets renewed every year. Even the January & February treatments are still not paid and we have an existing auth till December.

At which point she just got quiet, and dropped the call, sending me to a "Rate my call" IVR and the call disconnecting.

This level of service is unacceptable, you are unable to get anyone at Sizwe to resolve your problems, they don't pay claims, and when you (after weeks of trying) get through to someone, they drop the call once they realise they actually need to help you.

Unfortunately for Sizwe, I have a recording of that call. I'm sending all of this along side my emails and reference numbers to the Counsil of Medical schemes to lodge an official complaint.

If my father wasn't trapped in this Oncology treatment I would have cancelled him membership and moved him to another medical aid.

I'm still considering my options, but for the time being i'm paying 13k a month for my parents. And Sizwe Hosmed is just not delivering their end of the agreement.

So I emplore you Sizwe Hosmed and/or the Curator, to make contact with me, get me in touch with a point of contact that I can actually get hold of, to resolve my claims.

I'll keep trying to email, and keep trying to call. This basically just acts as proof that there is legitamacy to my complaint to the Counsil of Medical Schemes