Disappointing service

I have been with Discovery Medical Aid for several years and have always been happy, mainly because I rarely get sick and had my medical aid for peace of mind in case of an emergency. A few months ago, I found out I was pregnant, and today I discovered that the hospital I have chosen to deliver at is not in my plan’s network. I assumed upgrading my plan would resolve this, especially after the hospital nurses told me that Discovery allows members to upgrade and that they had never encountered someone being unable to do so. Unfortunately, Discovery told me that even if I upgrade, I cannot use the hospital until January. My bed needs to be booked in November, and I need to be authorised for my January delivery. I also cannot guarantee that my baby will wait until January. This is my first pregnancy and I could go into labour in December. What has upset me most is simply being told, “there’s nothing we can do.” I have been a loyal member for years, and at a time when I expected my medical aid to give me peace of mind during my first pregnancy, it has instead caused me unnecessary stress. I understand that there are rules, but I am extremely disappointed that there is no solution when circumstances change. After my pregnancy, I will be reconsidering my medical aid and looking for a provider that better understands that members needs can change.