MB
Michael B
1 reviews | Active since Jun 2020
03 Dec 2024, 20:28
Claims missing, deleted or u searchable
I submitted a claim on 20 Nov 2024 on the Discovery website. I uploaded all the documents. By 2 Dec 2024, there had been no feedback. When I search on the website, the claim is not listed. I was not contacted by phone or email. I received a claim number. On 2 Dec 2024, I sent the documents to the claims email and received a claim number. In 3 Dec 2024, neither of my claims is visible to me on the claims search functionality. Around 2 years ago Discovery endeavoured to fix their system to show all claims, be it approved or rejected. They did not do what they committed to do. How must members know what the status of claims are if claims seem to disappear from the system or is not searchable?
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Replies (4)
Discovery Health's replyOfficial
04 Dec 2024, 06:29Dear Michael B
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards Discovery Health Servicing Team
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards Discovery Health Servicing Team
Discovery Health's reply04 Dec 2024, 06:29
Official
Dear Michael B
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards Discovery Health Servicing Team
We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.
Regards Discovery Health Servicing Team
MB
Michael B's updateReviewer Update
04 Dec 2024, 10:20Good morning
Sorry for missing your call. My phone goes on silent mode on its own. Please phone again?
Sorry for missing your call. My phone goes on silent mode on its own. Please phone again?
MB
Michael B's update04 Dec 2024, 10:20
Reviewer Update
Good morning
Sorry for missing your call. My phone goes on silent mode on its own. Please phone again?
Sorry for missing your call. My phone goes on silent mode on its own. Please phone again?
Discovery Health's replyOfficial
04 Dec 2024, 13:29Dear Michael B
We have been in touch with you to answer your comments.
Regards Discovery Health Servicing Team
We have been in touch with you to answer your comments.
Regards Discovery Health Servicing Team
Discovery Health's reply04 Dec 2024, 13:29
Official
Dear Michael B
We have been in touch with you to answer your comments.
Regards Discovery Health Servicing Team
We have been in touch with you to answer your comments.
Regards Discovery Health Servicing Team
MB
Michael B's updateReviewer Update
13 Dec 2024, 11:32The secondary issue was resolved.
The primary issue, which is still after more than 2 years since my last complaint about this an issue, is not having a view from the claims portal on in progress or rejected claims, is not resolved. If the claims department rejects a claim for whatever reason, it does not show in the portal, creating a perception from the member’s side that it is maybe still being processed and the claims department taking too long or that the member is being ignored.
It was discussed and agreed with the Discovery representative that it is a bad experience for the member. Having to log a query on the system can potentially be avoided if the member has a view of all claims, be it successful and complete, in progress or rejected.
I said to the representative that a proper claims portal that caters for self service, should at least provide for the additional claims statuses to improve the client relationship with Discovery.
I am however not positive that Discovery will add this because it was not added in the last 2 years.
The primary issue, which is still after more than 2 years since my last complaint about this an issue, is not having a view from the claims portal on in progress or rejected claims, is not resolved. If the claims department rejects a claim for whatever reason, it does not show in the portal, creating a perception from the member’s side that it is maybe still being processed and the claims department taking too long or that the member is being ignored.
It was discussed and agreed with the Discovery representative that it is a bad experience for the member. Having to log a query on the system can potentially be avoided if the member has a view of all claims, be it successful and complete, in progress or rejected.
I said to the representative that a proper claims portal that caters for self service, should at least provide for the additional claims statuses to improve the client relationship with Discovery.
I am however not positive that Discovery will add this because it was not added in the last 2 years.
MB
Michael B's update13 Dec 2024, 11:32
Reviewer Update
The secondary issue was resolved.
The primary issue, which is still after more than 2 years since my last complaint about this an issue, is not having a view from the claims portal on in progress or rejected claims, is not resolved. If the claims department rejects a claim for whatever reason, it does not show in the portal, creating a perception from the member’s side that it is maybe still being processed and the claims department taking too long or that the member is being ignored.
It was discussed and agreed with the Discovery representative that it is a bad experience for the member. Having to log a query on the system can potentially be avoided if the member has a view of all claims, be it successful and complete, in progress or rejected.
I said to the representative that a proper claims portal that caters for self service, should at least provide for the additional claims statuses to improve the client relationship with Discovery.
I am however not positive that Discovery will add this because it was not added in the last 2 years.
The primary issue, which is still after more than 2 years since my last complaint about this an issue, is not having a view from the claims portal on in progress or rejected claims, is not resolved. If the claims department rejects a claim for whatever reason, it does not show in the portal, creating a perception from the member’s side that it is maybe still being processed and the claims department taking too long or that the member is being ignored.
It was discussed and agreed with the Discovery representative that it is a bad experience for the member. Having to log a query on the system can potentially be avoided if the member has a view of all claims, be it successful and complete, in progress or rejected.
I said to the representative that a proper claims portal that caters for self service, should at least provide for the additional claims statuses to improve the client relationship with Discovery.
I am however not positive that Discovery will add this because it was not added in the last 2 years.