Chronic Cover

<p>I prefer to resolve my queries with Discovery on the phone but after wasting a whole day talking to various people ranging from agents to management and still no resolution I resorted to social media…</p> <p>I have been with Discovery Medical aid and on chronic cover since 2005; I am diabetic Type 1. Every month I order my medicine via med-express based on the prompt I get to say that my order is now re-orderable (generally every 23 days). This month however when I placed my order I was told that I have reached my limit on my glucose strips. This is the very first time that I have ever heard about this in my 11 years with Discovery. And I have consistently order my strips when promoted to.</p> <p>According to the agent, I can order my medicine 14 times within a 12-month period as they make allowance for 23 days between orders. And apparently I have reached this limit. I raised a couple of questions during the various interactions yesterday to which I still do not have answers. And I was promised that the manager would call me back today… clearly he did not call me.</p> <p>· Where in my chronic cover does it state that there is rolling cycle with a limit?</p> <p>Nowhere… not one agent nor manager could provide me any evidence or contract to this effect. I do have a letter that states the limit I am allowed PER ORDER. And as mentioned I have only acted every time I get a message to say my medicine is due for a reorder.</p> <p>· If there was a change to the condition of my cover why was I not informed or given a heads-up with my last order that this will happen? Giving me proper notice to plan?</p> <p>My glucose strips allow me to managed my diabetes and ensure that I inject the right amount of insulin – without this I am managing my condition blindly and could end up in hospital (costing discovery more in hospital cover….).</p> <p>· Last year November Discovery messed up my order (with the wrong nappy code letting it go off my savings and not the scheme) and again after a long battle I received 2 orders in one month – so I asked Discovery yesterday to investigate this as this could have affected the rolling 12-month cycle – no feedback.</p> <p>· When I asked when I can now order again I was told 1 Jan 2017! This also does not make sense based on the 12-month rolling cycle and the allowable 14 orders. Lets take the new rolling cycle Dec 2015 to Nov 2016 – I did not place any orders in Dec 2015 and in 2016 I have ordered 12 times, so I then should still be allowed to order in 2016 (actually 2 more time)?</p> <p>· I also asked how is it possible after being on this cover for 11 years and ordering every time AS PROMPTED by discovery that I can now be over my limit? I never called in asking for an order to be delivered ahead of schedule etc so how is this even possible. The only conclusion is that they mess up in Nov last year affected my ordering cycle but the Client Relationship manager I spoke to wasn’t really interested in hearing my side of the story or to do the necessary investigation to give me some sense of resolution.</p> <p>· Bottom line, Discovery can’t just make up rules that their clients are not aware of that will have dire consequences to their health? The mere fact that I was never informed of this surely goes against the consumer protection act?</p> <p>Discovery really need to go back to basics and focus on what a medical aid should be and focus less on watches and smoothies…</p>