Catharina K

Catharina K Very slow,inefficient and ***********

A claim for a co-payment required for a medical procedure at a hospital that was submitted on 31 March (31 working days ago) is still not finalised.I have sent numerous emails of which most are ignored or auto responses with generic messages which clearly show that emails are not properly read and/or demonstrate lack of understanding of Stratum policy and information ,documents and clarification supp****. This includes emails to the complaints department.The same information and documents are requested.Repeatedly.Call centre agents are incapable of providing meaningful and accurate feedback. There is no sense of urgency and accountability. Gap Cover is supposed to assist in moments of uncer*****y and vulnerability but the experience with Stratum is stressful,time wasting and burdensome (amount of reports and information required.They seldom adhere to their timelines resulting in claims not being finalised within 10 days.Quick settlement of claims is a core competency of most Insurance Companies and due to inadequate claim management systems and apparent lack of knowledge and analytical skills displayed by some assessors ,this basic requirement is not met. I will no longer recommend Stratum to anyone.