DISCouraged, DISgusted, DISsatisfied

DISgusted, DISsatisfied, DISgraceful, DISrespectful, DIShonest...absolutely nothing to COVER.

As I'm writing this I feel livid all over again- I have written countless emails, whatsapps and have done everything from our side to comply with YOUR system. As I mentioned in my previous email...I'm done with your ineffective system...no one communicates with each other. I'm done wasting my time. If you count how many hours I have recorded to just maneuver the system it's a full time job...more than 48 ACTIVE hours. Employ me if you can't navigate your own systems effectively.

I am fighting on behalf of someone near and dear to me and your "system" will not stand in my way to the ombudsman. Let's not even mention the money I lost through my "investment" with you.

You've got ALL the communication- only 1 bill left outstanding for prosthetics- pay your service provider! You can do it!

We've been going back and forth since March...after my first email (which was very complimentary where it needed to be and with advice how to improve the system) I was referred to the KZN executive office (although I reside in Gauteng)...needless to say there was very poor feedback given and I had to fill out more consent forms because I was acting on behalf of someone else...so once again back to an ineffective system...

When one has a broken foot and you go through the effort to connect with Discovery to find someone that can assist you and they say InterCare...one goes there and get referred to a hospital that is not covered by your medical aid- surely the system should tell the health professional- HEY wait- this hospital does not fall under the patients network...refer to one that does...InterCare Parkview is right opposite Pretoria East hospital so I completely understand WHY the doctor referred us to the CLOSEST hospital for x-rays...just to find out AFTER the x-rays were taken...Oh, your medical aid does not cover it. The doctor also referred us to a specialist in that hospital which would not have been covered if I did not spend hours going back and forth with the Dr (who was still convinced our plan would cover the specialist visit and the op en the wrong hospital), the medical aid and locating a new specialist that would be covered in the correct hospital...the hospital that was covered by medical aid is Wilgers hospital which is a 15 min drive as opposed to all the intercares and Pretoria East hospital on our doorstep. This was the first mission

Next thing...activating the sports injury benefit...what a pain to activate- the system hung...did not give the options that were needed- we spent over 90 minutes at the health professional (and also double check as not all health professionals can activate this benefit) to activate this- what a pain it must've also been for a health professional to go through this...there is not even a spot where you can make or attach notes to explain what happened...you must just navigate between the options on the system....eventually this was done...

Next thing...now at this stage ANYONE would be depressed, deflated, in pain and miserable... So now to activate the mental health benefit...Oh my word...I feel sorry for health professionals and really depressed patients trying to navigate these useless systems...The suicidal rate in general at this point after going through all the trauma must skyrocket at this very point.

Yes, Discovery did pay for all the bills up to this point except for one...the point is- every month I had to fight, waste time explaining the whole story from beginning to end to each new person I encountered. Every month I had to let the specialist know to use the correct codes for the sports injury benefit...and the physio...and the radiology...and prosthetics...and check with Discovery that they use the sports injury benefit codes for the claims...every month we receive feedback from Discovery- your plan does not cover x-rays, physio, specialist just for me to connect with the claims department tot ick the sports injury benefit boxes... this is so frustrating and time consuming. Perhaps consider employing me or put me on a retainer- at least I will be able to assist the rest of dissatisfied members and get you from a 1-star to 2-star.

I'm sure so many people at this point would just give up. So I am not only fighting on behalf of my own family and friends but I am fighting on behalf of all the consumers that pay for services that have been badly administrated.

Check the prescibed minimum benefits codes and settle the last bill accordingly, Discovery.