Tayna N

Struggling with benefits that are supposed to be covered.

We have been using this insurance for 1.5 years. The GP visits are covered and are unlimited which we use a lot so this helps with expenses. However once you go beyond that and go to a specialist and get blood tests. They do not specify what will be covered. You will have to pay some of the fees, probably majority. And the small portion they have to pay, you will struggle. I have an issue since last month getting them to pay for the blood test they cover in the scheme I am on. They keep saying they are escalating the issue for payment, they don't know why its not being paid. It's going to be a month soon and they still have not paid the labs. The labs are fighting with me for payment. Very poor service and when complained via email about my calls not going through and not getting any feedback. Nothing was done to solve it. They even refuse to send the labs or me an email in writing that they will pay, they are waiting for approval so that the labs can have some feedback. And if you don't waste your airtime to be on hold just to be told the same thing every time. "They are escalating". You will be left with no communication. And they can only send emails, no calls. Even tho it is something urgent. Honestly was so happy at first when we joined , but each time we are getting more and more issues. And turn around time is extremely slow regardless if your enquiry is urgent. Waste of airtime. I complained directly to them and did not get any solutions or feedback.