A CRUEL ORGANISATION

My son was born with a con******* ear tag to which requires removal. Upon enquiring with Discovery in November 2020, I was assured that this procedure was covered and that it will also be covered in the future as this is definitely funded by the scheme. The correct codes were provided to the Scheme as per the surgeon who recommended we only proceed with the surgery after my son turns a year old. The consultant even went to the extent of doing a pre authorization on the phone for me to reassure me that it’s covered. 2 weeks ago we scheduled the surgery with this in mind only to be declined and be told that the agent made an error and that my sons surgery will not be funded. I have tried to escalate the matter and was promised that it will reach the correct person who will call me with an answer but this has not been the case. I have had to cancel my sons surgery because it is financially not possible and this has caused both me and my wife huge emotional distress. I have subsequently submitted a complaint to the executive office and have still not heard anything from them. I ask that they honour what they have told me and that they cover the surgery for my son. The surgeon has also said that they cannot understand why they have subsequently declined the procedure as this is something that he has been born with and not developed after birth. I sent an email to the executive management and 3 working days ago, no acknowledgement of my mail at the least. I called in today, spoke to a lady Elize, she promised to call me back, nothing. Nobody seems to care yet my childs surgery never went ahead because of DISCOVERY!