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Bestmed - Service delivery & treatment

No resolution
Cheryl filed the complaint
12 November 2020
This complaint is raised against Bestmed my Medical Insurer. I was diagnosed with Breast Cancer on the 5th of November 2020. I was referred Kloof Medi Clinic to consult a specialist surgeon on Friday the 6th of November 2020. I started the procedure to contact our Medical Insurer Bestmed to open a case as I was lucky enough to schedule an emergency operation to remove the Cancer on the 11th November 2020. On the 6th of November 2020 I provided all the relevant information as required from my Medical Insurer with motivation as well as the clinical reports. On Monday the 9th of November 2020 I followed up with the hospital and my Medical Insurer to obtain a authorisation no in order to proceed with the Operation. On Tuesday the 10th of November I contacted my Medical Insurer at 8:00am and was told that all the necessary documentation was received and that I will hear from my Medical Insurer within the next two hours. I kept on following up with my Medical Insurer every hour from 12:00pm as I was deeply concerned as the trauma of being diagnosed with Breast Cancer as well as going for a Covid Test and Nuclear testing by injecting the infected areas as part of the procedure for the operation to be completed. At 15:50 was speaking to the 4th consultant to understand what the delay was and to obtain a authorisation no and I expressed my concern with the consultant. The consultant was rude and told me that the medical aid will not be assisting at all and that no authorisation no will be provided.I asked the consultant to repeat to me what was said and asked for her details as well as for the recording of this call as this is unacceptable and the consultant dropped the call on me. I called and called again until I was able to reach new consultant to assist with my authorisation no. As a human being told you have cancer is traumatic enough and being a loyal customer to the medical insurer for the past 15+ years I feel this is totally unacceptable. Not one of the consultants took ownership to revert back to me as promised.
Incident date: 12 November 2020
This complaint has been considered as not resolved.
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