Claim error not resolved. No follow-up or ownership in assisting me.

- I have 5 claims associated with an incorrect pre-auth code. As a result, Discovery has only paid 70% to each of the health-care providers. I have been in contact since 13 December 2018 and have not had a satisfactory response or care to help me resolve the issue.

- We obtained, in June, pre-authorisation for a Caesarean-section delivery ( ********** 0) My wife went into labour a week earlier than anticipated on 3 December. We were admitted to Park Lane hospital as per the pre-auth. - (I think) The hospital submitted the claim without the pre-auth and as a result a new auth code was generated ( ********** 6). - I was in contact with discovery by email (13 Dec) initially to which I did not receive a reply in line with the query I made (I was told I need to motivate why I didn't obtain a pre-auth code). - I then contacted Discovery on 18 December by phone to resolve. I was told that it would be resolved and the 30% co-payment (for decision code 70) would be waived and I would have feedback on Thursday 20 December. I received no call and no change to my claims has been made. - I DM'd Discovery on Twitter and was told someone would be in touch with me. Nobody got in touch. I tweeted publicly next, and no reply. - I phoned on Friday 21 December to which it seems the team was not able to find record of my query. I then did manage to have some feedback (but later I realised it was feedback on another issue raised by a healthcare ptovider, and not my query). - It is 24 December and I still do not have feedback.

I'm very frustrated as the claims total over R70,000 and the healthcare providers are asking me for payment for the remaining part. I am deeply disappointed with the lack of response or assistance. Every time I get in touch I have to re-explain the situation and it seems that nobody has the ability to actually help me. I need this resolved as a matter of urgency. I can't afford to wait xx working days every time I phone/Email discovery.