Delayed Authorisation & Unacceptable Service

Dear Discovery Medical Aid Team,

I am writing to formally express my extreme dissatisfaction with the service I have received regarding the authorisation of my surgery. I have been suffering from a painful endometrioma lump on my C-section scar for over two years. This condition has significantly impacted my life. I endure extreme pain daily, especially during my menstrual cycle, making mobility difficult. This affects my ability to work, putting strain on my role as an employee, and it has taken a toll on my family life. On the advice of my surgeon, Dr. Stanley at Louis Leipoldt Hospital, an authorisation request was submitted for the necessary procedure. Despite complying with every additional request made by Discovery over the past two weeks, I have yet to receive any resolution. Instead, I have been subjected to ongoing delays, a complete lack of urgency, and no regard for the serious pain I experience every day. As a paying member who has never defaulted on contributions, I find it unacceptable that I am being treated as just another number, rather than as a human being suffering and in need of urgent medical care. Discovery’s continued refusal to authorise this procedure, despite my doctor’s clear recommendation, Is beyond negligent. it is irresponsible and potentially harmful to my health.

Let me be clear: • If this mass becomes more severe or leads to further medical complications due to Discovery’s delays, I will hold Discovery fully liable for the consequences. • I will be taking this matter to social media to highlight Discovery’s lack of care and compassion. • I will be lodging a formal complaint with the medical ombudsman to escalate this issue further.

At this point, I do not want a consultant to call me. I demand immediate escalation to a senior manager who has the authority to resolve this matter without further delay. Provide me with the necessary contact details and an urgent response outlining the next steps.