Having now received 3 different explanations from their agents for the same query, I have lost all faith in the accuracy of their answers and interest in pursuing the issue, and others, through their normal call centre/e-mail service. But trawling through their web site there appears to be no mechanism for escalating the matter, short of taking it up with the Medical Schemes Council?
Perhaps this will at least prompt something better than one of their "One of our consultants will contact you shortly" messages? (Otherwise I am no doubt going to get a 4th explanation!)
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