Bad Pre-Authorisations attitude and information

<p>ref: ********** 80, Authorisation number: ********** </p> <p>We have send in ALL relevant paper work as well as Pre-Authorisation documents to discovery health. For a dad who had to go into hospital for a back operation / procedure.</p> <p>The treating Doctor that my dad gets admited the day before the procedure.</p> <p>Admision date: 20/09/2016</p> <p>Operation date: 21/09/2016</p> <p>We received authorisation for the operation for today, and the pre operative hospitilasation day was declined by discovery. the Dr send a motivational letter, and again the pre operative admision date was declined. They have to do pre operative blood, urine ECG and full medical assecement by the Anethetist. My dad had to pay cash up-front to be admited yesterday? All the pre-operative tests as well as medications he had to pay for out of his own pocket. When my Mom called discovery last night at 7:50, she was put on hold, and then she was cut off, her query wasn't resolved, and no one returned her call or query. Surely it is good customer service to sort out a call, before you just cut the call to go home. When we callled again we were informed by an automated message that office hours are from 8am to 8pm. The amount of money that one pays for medical aid and hospital plans is exceptionally high. And then have to fight for Authorasation is un-acceptable. My mom went in for the same procedure and the pre-operative hospital admision was approved, now it gets declined for my dad. Totally unacceptable.</p>