Shanet K

Worst Service Ever

<p>I called to the Call Centre and spoke with Basil to confirm my optical benefits for my 5 year old daughter. What a waste of time!!! He was unhelpful, unsure and SILENT most of our call. He had no clue what he was talking about and showed no interest in my query. He tells me to look for a network provider because his unable to do so on his side, I provide him with details to assist me and he then advised it's not a network provider that's why they won't pay my claim...I was so confused that I ended the call. </p> <p> </p> <p>I made this call after a consultant at Spec Savers called me to advise that I have no optical benefits available...BUT I HAVE NEVER CLAIMED!!! This was confirmed by Pumi at Iso Leso to the Spec Savers consultant.</p> <p> </p> <p>To much disappointment, no one could assist me as I was advised that my benefit does not allow me to submit an updated prescription to be inserted in an existing frame. I would have to submit a consultation, prescription and frame claim before it would be paid. ( Very confused)</p> <p> </p> <p>My daughter has already been  to specialist and got an updated script and I have a frame that is suitable for a 5 year old ( unlike the frames I get to choose from).  </p> <p> </p> <p>I ask for an explanation why I cannot only claim for the prescription thorough my medical aid? Because that's not how your benefit works I was told by Basil.</p> <p> </p> <p>Calling back the 3rd time to speak to Kaiya - she asked me so many questions to understand my situation and then to confirm that my claim will be paid. She also advised there is no interactions on my membership of previous calls I made and the people who accessed my account!!! </p> <p> </p> <p>Thank you Kaiya for your awesome service and assistance - wish that Pumi and Basil could have given me the same service.</p> <p> </p> <p>Regards</p> <p>Shanet Khan</p>