Fairheads Benefit Services (Pty) Ltd review: I would like to have this matter resolved asap.

I would like to complain about the service I have received from Fairheads Benefit Services (Pty) Ltd. It is now becoming a norm that every year when they have to process my annual claim for my children's school things I have to resort to this method.

I lodged my claim on the 12th of December 2022 reason for only lodging it on this date was because I was waiting for my child to be allocated to a school which took longer than I had thought it would. My claim was acknowledged on the 13th of December 2022 and at this time I was not informed of any missing documents. I followed up on the 28th of December and spoke to Zodidi ref QP28280 who advised me to follow up after two days if my query is the payment has not been processed. I followed up after the two days (30 December 2022 and spoke to Noni, ref QP30239, Noni refused to give me her surname or that of Zodidi and informed me that it is against Fairhead procedures to disclose their surnames. She informed me that she would escalate my query via email, I then asked that she copies me on the escalation to which she responded that they are also not allowed to do. I just wanted to be kept on the loop and see that something is indeed being done.

Zodidi mentioned that my case had not been allocated to any administrator and that it had only been assessed. My question is: when was the case assessed and why was I not informed when the assessment was done that my case needs to be referred to the trustees of the fund for approval and that I need to supply additional documents, this is information I got from Chester Roems who called me later on the 30th of December 2022.

I am failing to understand why it was not picked up at assessment stage that I need to supply additional documents, and this is only picked up after weeks of having submitted the claim.

I feel that Fairheads has extremely poor service and this is continuous issue as I have found myself having to complain about the same thing every single year. I dread the process of sending through a claim, a process I follow once a year and each year it is a daunting nightmare which does not get better.

My name is Ziyanda Mathiso case number is NBCBF KWELAN