Shoddy service and uns****ed responses to queries

Recently our company medical aid administrators, located in Pinelands Cape Town, changed from Medscheme to Universal and I must admit, my experience with them to date has not been the best.

Suddenly my acute prescribed pain medication, that has been part of my chronic list for years, is not allowed anymore as the composite formula of another tablet I am taking has similar substances. On sending them the obvious question about second guessing my cardiologist I have not yet had any response.

Payments due to me that used to be settled in 2 to 3 working days has been unattended to for days.. after phoning them again the administrator promised to escalate the query... (ref number : ***)

All correspondence into the company are returned with the following promise:

"Thank you for contacting the Membership Department. Your enquiry is important to us.

Please be advised that this is an automated response to acknowledge receipt of your enquiry.

Your reference number is CRMREF: ***

Please use this reference in all correspondence or communications regarding your query or claim.

You will be contacted within 24 working hours telephonically or via e-mail by one of our s****ed consultants.

Kind regards "

NOBODY phones the customer...