Universal Health has shameful service!

My husband just had a double knee replacement. My husbands company changed from one administrator MEDSCHEME to Universal Health. MEDSCHEME (which was fantastic) acknowledged immediately when claims were submitted. Universal Health to this day has not sent any correspondence informing him if his claim has been received or if they are busy processing the claim. It is now 8 days later. MEDSCHEME paid said claims within 3-5 days upon receipt. 1. My husband knee replacement surgery was authorised in April by MEDSCHEME. 2. His employer changes from one MEDSCHEME to Universal Health as from 1 July 2019. Surgery is scheduled for 9 July as per process started in March 2019. 3. Day before the surgery, 8 July he gets a sms informing him of an exclusion for the surgery. 4. Only after he enquires regarding said exclusion does he get informed that it was indeed a mistake. And this all mere hours before a huge surgery. 5. He receives claims from his surgeons and anesthetist and sends them straight away to your claims department. With NO confirmation of receipt NOR any processing of some sort happening. 6. He follows up and the consultant asks for the practice numbers?! Which means the claims has not been processed yet. His response, "UNIVERSAL does things differently" 7. He calls your complaints department and the consultant sighed and responded put it on email. Extremely unhelpful.

It's of great concern that Universal Health took over such a huge portfolio and am quite sure that it was not the service level agreements.