Disappointed with Stratum’s Service Experience

I’m extremely disappointed with the lack of accountability and follow-through from Stratum Gap cover team.

After a confirmed co-payment from my medical aid, I submitted the required documents to the gap cover provider and received an acknowledgment email stating that communication would follow within 10 working days, as per their policy.

It’s now been 20 days—with no update.

I called to follow up, only to be put on hold for an extended period, after which I was told the forms were sent to my father’s email. Not only does my father not have an email address, but this was clearly an excuse to deflect responsibility. When I questioned why I wasn’t informed the forms were incorrect, I was met with silence.

How are consumers meant to know there’s an issue if no one communicates it? We pay monthly for these services expecting support when it matters—not to be passed around or ignored.

It’s unacceptable that paying customers are left to chase what should be a transparent and reliable process.

Consumers deserve better.