DK
Dipuo K
1 reviews | Active since May 2021
01 Oct 2025, 09:14
Bad Service
It is heartbreaking to pay medical aid and not miss the payment whereas you need to claim it's a struggle. How many times should we call before we can get help? I'm now taken to the lawyers with something i believe I should have get helped long time ago. I lost count on how many times I called. I asked for authorization while in ER but to my surprise the money is not yet paid and I'm getting letters from lawyers. I called several times to enquire about this but still I didn't get any help
Helpful (0)
Replies (9)0
Replies (9)
Umvuzo Health Medical Scheme's replyOfficial
01 Oct 2025, 09:44Dear Dipuo,
We sincerely apologize for any inconvenience this may have caused.
One of our Client Service Consultants will be in touch with you shortly to gather the necessary information regarding your claim.
Kind regards,
Umvuzo Health
Umvuzo Health
Umvuzo Health Medical Scheme's reply01 Oct 2025, 09:44
Official
Dear Dipuo,
We sincerely apologize for any inconvenience this may have caused.
One of our Client Service Consultants will be in touch with you shortly to gather the necessary information regarding your claim.
Kind regards,
Umvuzo Health
Umvuzo Health
Umvuzo Health Medical Scheme's replyOfficial
01 Oct 2025, 10:14Dear Dipuo,
As discussed telephonically, the claim for 9 July has been paid.
We have submitted the proof of payment along with your reference to the service provider for allocation.
We have submitted the proof of payment along with your reference to the service provider for allocation.
Kind regards,
Umvuzo Health
Umvuzo Health
Umvuzo Health Medical Scheme's reply01 Oct 2025, 10:14
Official
Dear Dipuo,
As discussed telephonically, the claim for 9 July has been paid.
We have submitted the proof of payment along with your reference to the service provider for allocation.
We have submitted the proof of payment along with your reference to the service provider for allocation.
Kind regards,
Umvuzo Health
Umvuzo Health
DK
Dipuo K's updateReviewer Update
02 Oct 2025, 23:28Why is only one of my issues being addressed, when I clearly explained another one? I requested a recording, and I believe I am entitled to it. Before seeing my Dietician, I called to confirm whether I still had funds available and the answer was “yes.” I was surprised to later be told that I do not have funds, so I am requesting the recording to verify what was said. But the recording doesn't wanna get to me.
This medical aid is frustrating. People are unresponsive. They promise to get back to you, but never do.
This medical aid is frustrating. People are unresponsive. They promise to get back to you, but never do.
DK
Dipuo K's update02 Oct 2025, 23:28
Reviewer Update
Why is only one of my issues being addressed, when I clearly explained another one? I requested a recording, and I believe I am entitled to it. Before seeing my Dietician, I called to confirm whether I still had funds available and the answer was “yes.” I was surprised to later be told that I do not have funds, so I am requesting the recording to verify what was said. But the recording doesn't wanna get to me.
This medical aid is frustrating. People are unresponsive. They promise to get back to you, but never do.
This medical aid is frustrating. People are unresponsive. They promise to get back to you, but never do.
Umvuzo Health Medical Scheme's replyOfficial
03 Oct 2025, 08:43Dear Dipuo,
We understand your concern and your position regarding access to the recording.
However, as previously mentioned by consultant, our internal policies around intellectual property strictly prohibit the distribution of such recordings, even upon request.
However, as previously mentioned by consultant, our internal policies around intellectual property strictly prohibit the distribution of such recordings, even upon request.
We remain committed to resolving concerns transparently and fairly.
If there is any other way we can assist or provide clarity on the issue, we are more than willing to do so.
If there is any other way we can assist or provide clarity on the issue, we are more than willing to do so.
Kind regards,
Umvuzo Health
Umvuzo Health
Umvuzo Health Medical Scheme's reply03 Oct 2025, 08:43
Official
Dear Dipuo,
We understand your concern and your position regarding access to the recording.
However, as previously mentioned by consultant, our internal policies around intellectual property strictly prohibit the distribution of such recordings, even upon request.
However, as previously mentioned by consultant, our internal policies around intellectual property strictly prohibit the distribution of such recordings, even upon request.
We remain committed to resolving concerns transparently and fairly.
If there is any other way we can assist or provide clarity on the issue, we are more than willing to do so.
If there is any other way we can assist or provide clarity on the issue, we are more than willing to do so.
Kind regards,
Umvuzo Health
Umvuzo Health
DK
Dipuo K's updateReviewer Update
03 Oct 2025, 09:33How are you currently assisting me? Because, frankly, you haven’t done anything. A few weeks ago I had access because I was asked for the specific date and I couldn’t remember it. I went back and researched which day it might have been, and then suddenly I can't access recording. Which is which because if there is anything I don't understand as customer I call in to understand to get clarity. But this also confirms that you don't know what you are doing.
I spoke to Goitse and she promised to get back to me, but she never did while I was still struggling with the date. So how are you helping me, when you’ve effectively left me hanging?
It’s strange that before I had trouble accessing the recording simply because I couldn’t remember the exact date and now I can’t access it at all. By the way, I once asked for a recording and it wasn’t difficult.
Please advise what we do from here.
Thank you.
I spoke to Goitse and she promised to get back to me, but she never did while I was still struggling with the date. So how are you helping me, when you’ve effectively left me hanging?
It’s strange that before I had trouble accessing the recording simply because I couldn’t remember the exact date and now I can’t access it at all. By the way, I once asked for a recording and it wasn’t difficult.
Please advise what we do from here.
Thank you.
DK
Dipuo K's update03 Oct 2025, 09:33
Reviewer Update
How are you currently assisting me? Because, frankly, you haven’t done anything. A few weeks ago I had access because I was asked for the specific date and I couldn’t remember it. I went back and researched which day it might have been, and then suddenly I can't access recording. Which is which because if there is anything I don't understand as customer I call in to understand to get clarity. But this also confirms that you don't know what you are doing.
I spoke to Goitse and she promised to get back to me, but she never did while I was still struggling with the date. So how are you helping me, when you’ve effectively left me hanging?
It’s strange that before I had trouble accessing the recording simply because I couldn’t remember the exact date and now I can’t access it at all. By the way, I once asked for a recording and it wasn’t difficult.
Please advise what we do from here.
Thank you.
I spoke to Goitse and she promised to get back to me, but she never did while I was still struggling with the date. So how are you helping me, when you’ve effectively left me hanging?
It’s strange that before I had trouble accessing the recording simply because I couldn’t remember the exact date and now I can’t access it at all. By the way, I once asked for a recording and it wasn’t difficult.
Please advise what we do from here.
Thank you.
Umvuzo Health Medical Scheme's replyOfficial
03 Oct 2025, 09:44Dear Dipuo,
To further clarify and ensure your understanding, what we are saying is that the call recording is considered the company's intellectual property (IP), and therefore cannot be released to the public.
However, we are able to listen to the call and provide you with feedback.
Since you're uncertain of the exact date you contacted the medical aid to confirm benefits, we have requested your call recordings for the months of June and July. Once we have reviewed the relevant recordings, we will provide feedback accordingly.
Kind regards,
Umvuzo Health
Umvuzo Health Medical Scheme's reply03 Oct 2025, 09:44
Official
Dear Dipuo,
To further clarify and ensure your understanding, what we are saying is that the call recording is considered the company's intellectual property (IP), and therefore cannot be released to the public.
However, we are able to listen to the call and provide you with feedback.
Since you're uncertain of the exact date you contacted the medical aid to confirm benefits, we have requested your call recordings for the months of June and July. Once we have reviewed the relevant recordings, we will provide feedback accordingly.
Kind regards,
Umvuzo Health
DK
Dipuo K's updateReviewer Update
03 Oct 2025, 09:52When must I expect the feedback?
DK
Dipuo K's update03 Oct 2025, 09:52
Reviewer Update
When must I expect the feedback?
Umvuzo Health Medical Scheme's replyOfficial
03 Oct 2025, 10:12Dear Dipuo,
Feedback will be provided before close of business today.
Kind regards,
Umvuzo Health.
Feedback will be provided before close of business today.
Kind regards,
Umvuzo Health.
Umvuzo Health Medical Scheme's reply03 Oct 2025, 10:12
Official
Dear Dipuo,
Feedback will be provided before close of business today.
Kind regards,
Umvuzo Health.
Feedback will be provided before close of business today.
Kind regards,
Umvuzo Health.
Umvuzo Health Medical Scheme's replyOfficial
03 Oct 2025, 11:16Dear Dipuo,
We have located two call recordings within the period of June and July—one dated 2 June and the other on 18 July.
In both calls, you were enquiring about your claims. There was no confirmation of benefits for a dietician during either of these calls.
Regarding your claim enquiry, we have reviewed the claim and found that it was rejected because the service provider billed for a session exceeding 60 minutes. Please note that we only cover sessions limited to 60 minutes.
To assist further with the call recording request, we kindly require a specific date of the call in question, as we were unable to locate any additional recordings within the June–July timeframe.
Kind regards,
Umvuzo Health
Umvuzo Health Medical Scheme's reply03 Oct 2025, 11:16
Official
Dear Dipuo,
We have located two call recordings within the period of June and July—one dated 2 June and the other on 18 July.
In both calls, you were enquiring about your claims. There was no confirmation of benefits for a dietician during either of these calls.
Regarding your claim enquiry, we have reviewed the claim and found that it was rejected because the service provider billed for a session exceeding 60 minutes. Please note that we only cover sessions limited to 60 minutes.
To assist further with the call recording request, we kindly require a specific date of the call in question, as we were unable to locate any additional recordings within the June–July timeframe.
Kind regards,
Umvuzo Health