ABlR
Anea Burke le Roux
1 reviews | Active since Sept 2015
27 Jun 2022, 16:13
Outdated Claim Process
My first time submitting a claim after many many years of paying a premium (that is steadily increasing). What a horrible claim process!! The "Editable PDF" is a nightmare to navigate with no pre-defined editable fields. Can this not be done on an online form? Compared to medical aid claims, this is such a dated claim method.
Helpful (0)
Replies (8)0
Replies (8)
Zestlife's replyOfficial
27 Jun 2022, 16:27Dear Anea,
I do apologise for the fact that you find the editable form not to be user friendly. Our Client Contact Centre agents are always available to assist you with matters like this and to provide guidance and support. You are welcome to reach out to the in future.
We are currently working on an on-line application for submitting claims and to view progress regarding your claim.
Hopefully in future we can improve on your experience.
Best regards
I do apologise for the fact that you find the editable form not to be user friendly. Our Client Contact Centre agents are always available to assist you with matters like this and to provide guidance and support. You are welcome to reach out to the in future.
We are currently working on an on-line application for submitting claims and to view progress regarding your claim.
Hopefully in future we can improve on your experience.
Best regards
Best regards,
Zestlife's reply27 Jun 2022, 16:27
Official
Dear Anea,
I do apologise for the fact that you find the editable form not to be user friendly. Our Client Contact Centre agents are always available to assist you with matters like this and to provide guidance and support. You are welcome to reach out to the in future.
We are currently working on an on-line application for submitting claims and to view progress regarding your claim.
Hopefully in future we can improve on your experience.
Best regards
I do apologise for the fact that you find the editable form not to be user friendly. Our Client Contact Centre agents are always available to assist you with matters like this and to provide guidance and support. You are welcome to reach out to the in future.
We are currently working on an on-line application for submitting claims and to view progress regarding your claim.
Hopefully in future we can improve on your experience.
Best regards
Best regards,
ABlR
Anea Burke le Roux's updateReviewer Update
27 Jun 2022, 16:38I would hope to see a better claim process in future. Perhaps you can assist with a more serious concern - why does the claim form list the following as some thing that CAN NOT be claimed for:
"To avoid submitting an invalid claim, please note that your Gap Policy does not cover:
•Shortfalls for hospital accounts, medications and materials used in hospital."
Is this not the WHOLE PURPOSE of having GAP cover?!
"To avoid submitting an invalid claim, please note that your Gap Policy does not cover:
•Shortfalls for hospital accounts, medications and materials used in hospital."
Is this not the WHOLE PURPOSE of having GAP cover?!
ABlR
Anea Burke le Roux's update27 Jun 2022, 16:38
Reviewer Update
I would hope to see a better claim process in future. Perhaps you can assist with a more serious concern - why does the claim form list the following as some thing that CAN NOT be claimed for:
"To avoid submitting an invalid claim, please note that your Gap Policy does not cover:
•Shortfalls for hospital accounts, medications and materials used in hospital."
Is this not the WHOLE PURPOSE of having GAP cover?!
"To avoid submitting an invalid claim, please note that your Gap Policy does not cover:
•Shortfalls for hospital accounts, medications and materials used in hospital."
Is this not the WHOLE PURPOSE of having GAP cover?!
ABlR
Anea Burke le Roux's updateReviewer Update
27 Jun 2022, 16:40Also, with regards to your previous response, the point is that for me to submit a simple claim, I want to get it done smooth and easy - not waste my time on Hello Peter and call your agents to fix it. I am just saying it is not a nice customer experience. Simple.
ABlR
Anea Burke le Roux's update27 Jun 2022, 16:40
Reviewer Update
Also, with regards to your previous response, the point is that for me to submit a simple claim, I want to get it done smooth and easy - not waste my time on Hello Peter and call your agents to fix it. I am just saying it is not a nice customer experience. Simple.
Zestlife's replyOfficial
27 Jun 2022, 16:41Hi Anea,
I have asked one of our Consultants to contact you. The reason we list items not covered by the policy is we get a fair number of claims being submitted that is not valid and this way we can avoid the client having to spend time to complete the form and get the documentation.
Best
I have asked one of our Consultants to contact you. The reason we list items not covered by the policy is we get a fair number of claims being submitted that is not valid and this way we can avoid the client having to spend time to complete the form and get the documentation.
Best
Best regards,
Zestlife's reply27 Jun 2022, 16:41
Official
Hi Anea,
I have asked one of our Consultants to contact you. The reason we list items not covered by the policy is we get a fair number of claims being submitted that is not valid and this way we can avoid the client having to spend time to complete the form and get the documentation.
Best
I have asked one of our Consultants to contact you. The reason we list items not covered by the policy is we get a fair number of claims being submitted that is not valid and this way we can avoid the client having to spend time to complete the form and get the documentation.
Best
Best regards,
ABlR
Anea Burke le Roux's updateReviewer Update
27 Jun 2022, 17:27I was called by a representative now regarding this clause in your claim forms:
"To avoid submitting an invalid claim, please note that your Gap Policy does not cover:
•Shortfalls for hospital accounts, medications and materials used in hospital."
She explained to me that Zestlife only pays shortfalls for medical practitioners and not for shortfalls on actual hospital accounts. Can you please confirm this in writing as I need clarity on the actual value of Gap cover with Zest Life.
"To avoid submitting an invalid claim, please note that your Gap Policy does not cover:
•Shortfalls for hospital accounts, medications and materials used in hospital."
She explained to me that Zestlife only pays shortfalls for medical practitioners and not for shortfalls on actual hospital accounts. Can you please confirm this in writing as I need clarity on the actual value of Gap cover with Zest Life.
ABlR
Anea Burke le Roux's update27 Jun 2022, 17:27
Reviewer Update
I was called by a representative now regarding this clause in your claim forms:
"To avoid submitting an invalid claim, please note that your Gap Policy does not cover:
•Shortfalls for hospital accounts, medications and materials used in hospital."
She explained to me that Zestlife only pays shortfalls for medical practitioners and not for shortfalls on actual hospital accounts. Can you please confirm this in writing as I need clarity on the actual value of Gap cover with Zest Life.
"To avoid submitting an invalid claim, please note that your Gap Policy does not cover:
•Shortfalls for hospital accounts, medications and materials used in hospital."
She explained to me that Zestlife only pays shortfalls for medical practitioners and not for shortfalls on actual hospital accounts. Can you please confirm this in writing as I need clarity on the actual value of Gap cover with Zest Life.
Zestlife's replyOfficial
28 Jun 2022, 06:16Morning Anea,
We will send you a summary of all your Gap benefits. I can assure you that it is essential to have Gap cover.
Best
We will send you a summary of all your Gap benefits. I can assure you that it is essential to have Gap cover.
Best
Best regards,
Zestlife's reply28 Jun 2022, 06:16
Official
Morning Anea,
We will send you a summary of all your Gap benefits. I can assure you that it is essential to have Gap cover.
Best
We will send you a summary of all your Gap benefits. I can assure you that it is essential to have Gap cover.
Best
Best regards,
ABlR
Anea Burke le Roux's updateReviewer Update
28 Jun 2022, 09:40Morning, you can state it here for everyone to read - Zestlife does not cover hospital expenses. I agree, good gap cover is essential, whether Zestlife offers that - I am not convinced. I read through my policies and the reviews on Hello Peter, and I am not convinced with all the strict definitions for payouts that it is worth the monthly fees. Will be looking at other GAP cover.
ABlR
Anea Burke le Roux's update28 Jun 2022, 09:40
Reviewer Update
Morning, you can state it here for everyone to read - Zestlife does not cover hospital expenses. I agree, good gap cover is essential, whether Zestlife offers that - I am not convinced. I read through my policies and the reviews on Hello Peter, and I am not convinced with all the strict definitions for payouts that it is worth the monthly fees. Will be looking at other GAP cover.
ABlR
Anea Burke le Roux's updateReviewer Update
28 Jun 2022, 12:15The PDF claim form is locked for editing after I edited it once. Now I cannot save the final info before sending it. I will be sending it as is with info in an email - horrible claim process and clearly you do not even test your own archaic and faulty PDFs - whilst offering only one claim process.
ABlR
Anea Burke le Roux's update28 Jun 2022, 12:15
Reviewer Update
The PDF claim form is locked for editing after I edited it once. Now I cannot save the final info before sending it. I will be sending it as is with info in an email - horrible claim process and clearly you do not even test your own archaic and faulty PDFs - whilst offering only one claim process.