Extremely Disappointed with Stratum’s Service

I am writing this review to express my extreme dissatisfaction with the service provided by Stratum, a medical GAP cover insurer. My father recently underwent an emergency pacemaker implant, and the experience with Stratum has been nothing short of frustrating and disappointing.

During the preparation for the operation, several scans were necessary. However, it was discovered that my father's veins had a rare defect, which required specialized scans that were not covered under our regular medical aid. To cover such situations, we had subscribed to Stratum's gap cover insurance, specifically designed to cover expenses that are not covered by standard medical aid.

Upon being referred to a specialist at Millpark Hospital in Johannesburg, Dr. Govender, it was evident that additional scans were required. We were under the impression that these costs would be covered by our gap cover insurance. However, to our dismay, Stratum refused to pay and continuously insisted that the medical aid should handle the claim. This response was completely unacceptable.

Due to the urgency of the situation, my father could not undergo the necessary operation until the scans were performed. The Radiologists at Millpark Hospital also refused to proceed with the scan until the payment was made upfront. Consequently, we were forced to make the payment ourselves and later claim it from Stratum, as we believed it fell within the scope of our gap cover insurance.

Despite numerous emails and the provision of extensive documentation and evidence from the surgeons and doctors involved in the case, Stratum stubbornly refused to honor their obligations and reimburse the incurred expenses. This level of negligence and lack of support from a supposedly reputable and established underwriter and gap cover seller is simply unacceptable.

I am deeply upset and disappointed by Stratum's failure to fulfill their promises when it mattered most. The very purpose of having gap cover insurance is to bridge the financial gap left by standard medical aid, especially in emergency situations like this. Unfortunately, Stratum has proven to be unreliable and ************* in delivering on their commitments.

I sincerely hope that my experience serves as a warning to other potential Stratum members. It is essential to carefully consider the reliability and track record of any insurance provider before entrusting them with your healthcare coverage. Stratum has failed to live up to its reputation, and I strongly advise others to explore alternative options for their gap cover insurance needs.