I have been scheduled for a medical condition. Since Saturday, 12/1 I have been unsuccessful in getting the scheme template through to the doctor or myself. The op has now been postponed due to non-delivery on your side. This is already stresful, so I can't understand why you don't make it easy for members. Now you send me an sms to tell me it has been declined as my funds are exhausted? I have not used my hospital benefit at all, not in the new benefit year that started in Jan 2013 or any previous year for that matter. How can my funds be exhausted? What the is going on with this authorisation? Surely it should not be necessary for me to phone 3 or 4 times and still not authorised and still no form to the doctor? I tried fax and email and nothing goes through - last consultant told me you had a system problem. It was apparently emailed to me and the dr - we both did not receive anything?? Why must my operation be postponed due to your incompetence? I pay a lot of money every month to GEMS as we are on the most expensive plan and expect better service than this!
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