Terrible customer service. Slow claims processing

Deeply disappointed with Stratum. I submitted 2 claims on 1/1/2026. I received an email on both stating that I would get a response within 10 working days. On 8/1/26, I received an email on only one of the claims stating I would receive feedback on the outcome of the claim within 3 working days. I have not heard anything yet about the outcome of the 2nd claim at all.

So now, 10 working days after submitting, and 5 working days after the 8/1/26 email, I have still heard nothing from Stratum.

I called in to ask about the progress, to be given a sob story about the assessor had been off sick for a week. I have every sympathy for sick employees, but that is a company problem, not the customer’s. The least that could have been done was that it be communicated to me that it would take additional days for some feedback instead of me having to call in. I was also told that I should only expect feedback at the earliest, by end of the day on 19/1/26, if that. After insisting on speaking to a manager, th call centre agent then spoke directly to the claims assessor and I was promised I’d receive feedback by the end of the day today.

I then received another phone call stating that I should only expect feedback by Monday. After explaining that I was promised feedback today, she said she would check with the claims dept and get back to me. I am still waiting for her to call me back.

Does Stratum not have any TCF principles? Do you take them seriously? Or is it just about taking customer’s premiums and not giving them client good service and proper communication? What is your SLA on claims? How long must customers wait in order to get their claims paid?

When we take out these policies we do so in good faith that when our medical aid does not cover our full bill, that Stratum will. Instead it’s delay after delay while doctors wait for their bills to be paid.

Utterly disappointed