Expect nothing

 Dear Mr Du Toit
 
 Thank you reaching out. All feedback, whether good or bad, helps us to improve our service, and stay connected with our clients.
 
 We have reviewed your complaint submitted to our business, including the telephone calls between yourself and one of our claims assessors yesterday, which ended on a bad note. We understand your disappointment about your repudiated claims, but, we strongly disapprove with the verbal abuse of our staff.
 
 Mr Du Toit, our assessors follow strict rules and guidelines, and assess all claims according to those prescriptions from Demarcation. GapCover is not a substitute for your medical aid. It is a supplemental Short-term Insurance product. 
 
 As explained to you, unless the medical scheme pays for a certain benefit, GapCover cannot make a primary / stand-alone payment. Also, it is used for in-hospital claims (remember that most emergency units are independent of the hospital, with its own practice. Any follow-up visit is just a consultation at a practice, thus not an in-hospital admission. 
 As you were covered for qualifying claims, your premiums cannot be refunded. Had your claims qualified for benefits, as per the policy wording provided to you, your claims would have been honoured. 

 Have a good day, Mr Du Toit.
 
 Kind regards,
 The GapCover Team