80 year old left stranded internationally

My 80 year old Mom has been a Discovery member since before 2001. Payments were never defaulted and she has never been a burden to the system.

- 1 Nov 2018 : She left SA to visit us in Canada. We were told that 90 days of cover will be provided while abroad.

- 29 Jan 2018 : Mom very suddenly became ill and lame in her legs. We were shocked and phoned Discovery only to be informed that her cover has expired. This was on day 90. So cover seems to expire on day 89 and not 90 as communicated?

- 30 Jan 2018 : Mom is admitted to a hospital in Vancouver. With Guillain-Barré syndrome (GBS) being diagnosed, treatment started immediately. Progressive muscle degeneration is a concern in which case heart and respiratory failure is possible. Close observation and treatment is currently undergoing, following a list of extensive tests.

- 31 Jan 2018 : Phoned Discovery again at 20h28 EST (refer to case E ********** 10118) to ask for assistance. We were informed that 90 day cover could be provided since GBS could have been caused by a virus she contracted while still in SA. We were asked to submit Dr. reports and more information, clearly someone was willing to look at the details of this case. Immense relief. In case of a failed call connection we asked the consultant to phone us back since we needed to understand where the information should be sent to. Sure enough, the call dropped and we're still waiting for someone to phone us back.

31 Jan 2018 - We receive an email, informing us that they didn't want to call back due to the time difference. I fail to understand how phoning back immediately at say, 20h30 EST could be a problem. Surely a call will be accepted in the dead of night when your Mom's life hangs in the balance. Instead an email is received, template based which states that cover will not be provided. It goes on to say that payment should be made by my Mom to the Dr's and Hospital and then reclaimed from Discovery. We were also informed that "they may pay up to the South African equivalent for Medical expenses."

Discovery, in reviewing this case please take the following in consideration:

The ZAR - CAD conversion and the effect this will have on a retired individual.

We asked for assistance on day 90 when she suddenly became ill. Why was assistance refused?

On day 91 a consultant confirmed assistance will be provided, we need to submit documentation. What happened to this?

A one day stay in the hospital works out to CAD 3 600.00. This does not include Dr. fees and tests. Today, the bill is CAD 4 615.00. Add tomorrow's stay and the day there after etc. until she is stabilised. The total will result in her having to sell her home to pay for expenses which should be covered under the 90 day cover. Imagine the stress.

Consider how much emotional stress this has caused her children across three continents. Considering reviewing this case for the sake of treating your loyal customers as people with real and desperate needs and not just a number for whom a template based reply should be enough.

Look into the details of this matter and help our Mom during this extremely difficult time.