Medical Scheme claim done without service delivery

I am writing regarding an issue with the glasses ordered for my mother at your Phangami branch on 19/12/2024. The claim was submitted, and we were informed that the glasses would be ready for collection during the first week of January.

While I understand that festive closures may have caused some delays, it is now 20/01/2025, and we have not received any communication about the status of the order. Today, I contacted the branch to follow up, and the receptionist only promised to initiate a query with the lab after my call.

This delay is unacceptable, and I require that my mother’s glasses be ready for collection before the end of this week(30days). I will also escalate this complaint to Prime Cure for further investigation and resolution.

Please treat this matter with urgency and provide an update as soon as possible.