Claims Process Delayed Despite All Required Documents Submitted: TRA needs to try harder

This was my 1st time i claimed, I submitted the required documents for a GAP cover claim on 21 and then 24 April and received a reference number shortly thereafter. On 04 May, additional information was requested, which I then submitted immediately. Unfortunately, with every request for further information, a new timeline seemed to be added to the process.

What concerns me most is the email I received from the claims department on 07 May at 19:52 stating:

“Please provide the invoice of the service provider, we cannot work from a screenshot/Snippy.”

This response clearly indicates that the attached documents were not properly reviewed before sending the email, as the actual invoice, statements from medical aid, proof of payments, medical aids letter confirming the co-payment had already been attached. It appears that only the screenshot was noticed, resulting in another unnecessary delay.

This is my first claim, for an amount of approximately R2,200, and the experience has been disappointing. It raises concerns about how larger claims would be handled if such delays and lack of attention occur on a relatively small claim.

I immediately requested that the matter be urgently addressed and advised that, should it remain unresolved, I would share my experience publicly. To date, I have received no further feedback.

Clients expect efficient processing, proper review of submitted documents, and communication that reflects genuine attention to the claim. Unfortunately, that has not been my experience.