Abysmal claims department

I was admitted to hospital for an endometriosis related procedure on 22 May 2025. Before being admitted to hospital I had to pay a penalty of R12 200 due to the hospital not being on the essential smart plan.

When the hospital submitted their claim to Discovery, they excluded the R12 200. When I tried to recover this from my GAP cover, I was informed that my medical aid must reject this claim before my GAP claim can be finalized.

I contacted the claims adjustment department and provided them with an extract of my credit card statement (to serve as POP), the hospital statement of account (showing I privately covered this amount) and the claim to which I wish to add this additional penalty claim.

Discovery has gotten back to me providing me with the same claim that I added to my email, never adjusting for the R12 200.

I find this absolutely frustrating as there is obviously no attention being paid to the support for the claim provided and the 2-3 day turnaround time is far past.

This is delaying my R35k GAP cover claim from being finalized and it has been 10+ days that I have phoned and sent emails to amend the claim.

This is extremely disappointing and the customer service in terrible.