Medical aid taking their time to approve optical claim

I visited the optometrist on 23 January 2026, and I was informed on Tuesday, 3 February 2026, that my glasses had arrived. However, upon arrival to collect them, I was advised that they could not be released because Umvuzo Health has not yet authorised the claim.

This resulted in an unnecessary trip and additional transport costs, only to be informed that I cannot receive my glasses. Furthermore, no one is able to advise how long the authorisation process will take.

This delay is unacceptable, as I have never previously experienced such prolonged waiting periods for approval of a glasses claim. In past instances, authorization was completed by the time the glasses were ready for collection. I would therefore appreciate urgent assistance and clarification on the reason for this delay and when I can expect resolution.