Urgent Complaint: Failure to Process Cancellation and Denial of Access to Chronic Medication

This is a formal complaint regarding your failure to process my father’s medical aid membership cancellation and the unacceptable service we have received.

On 19 November 2025, my father submitted a written request to cancel his membership. Your team responded requesting a reason for cancellation, which was provided immediately. No response or confirmation has been received since, despite numerous follow-up emails, repeated phone calls, and attempts to engage across multiple platforms.

Calls to your call centre result in excessive holding times, followed by calls being disconnected once answered. We have also lost access to the Member Hub, leaving us with no way to track or resolve this issue independently.

As a direct result of your inaction, my father — an elderly patient — has since joined a new medical aid scheme but is unable to access his chronic medication due to the lack of cancellation confirmation from your side. This is completely unacceptable and places his health at risk.

I demand:

Immediate written confirmation of the cancellation of my father’s membership, effective from 19 November 2025, and

A written explanation for the prolonged and unreasonable delay in processing this request.

Should this matter not be resolved without further delay, I will escalate it to the Council for Medical Schemes and the Medical Schemes Ombud, as well as pursue all other formal remedies available.

This matter is urgent and requires immediate action.