Date: 27/07/2007 1:17:08 AM
Subject: Claiming, Benefits, Waiting Periods
Hi, I'm after a copy of the "Schedules of Contribution Rates, Benefits and Specific Conditions" referred to in the fund rules. I can't find this on your website. Please either email me a pdf copy (if one's available), or let me know where I can find this information online. Thanks.
to which i got this immediate autoreply:
Thank you for your enquiry about Claiming, Benefits, Waiting Periods made at medibank.com.au.and so i waited...
Due to the large number of enquiries we receive via email, we will aim to respond to your enquiry within 3 business days. If your enquiry is urgent, please contact us via [blah blah blah]
(3 days later) and waited...
(3 weeks later) and waited...
then yesterday, i got a reply which was blank...
and today, after almost 4 weeks of waiting, i got this:
Thank you for contacting Medibank Private.
Please find a document on our general conditions attached.
which, of course, wasn't what i requested at all! i even wasted a few minutes opening up the attachment just to check that the information i wanted wasn't buried in there somewhere.
why is it so hard to read a simple request and offering a tailored response?!
ironically during my period of waiting i had been contacted by a medibank private representative wanting to sell me an upgraded cover, and i took the opportunity to ask about the benefits information i was trying to track down. she told me that medibank doesn't give out that information in general, but if i had a specific item number i wanted to check on, i could always contact them to find out the benefit payable for that item. seems to me to be a somewhat convoluted process, especially given that at least one other major fund is happy to tell you up front what they'll pay for a whole range of benefits.
either way, i fail to see how good customer service has been achieved. i wasn't overly impressed with the face-to-face service i got at a retail branch recently either, but that was unrelated and is another story...