1 reviews | Active since Jun 2011
Discovery Absolutely Poor Service During an Emergency
I wanted to make use of my Extender Benefit Option today as my savings account is exhausted. For me to use one of my 6 Dr Visits that I still have I need to first do a Virtual Consultation on the Dr Connect App, note there are no doctors available there to do a consultation. So second option then I need to go to a registered pharmacy on the Discovery list so that the sister can refer us to go and see a doctor. My husband has cut his hand with a electric saw this morning, I phoned Discovery, to tell them that there is no Virtual Doctors available and that we need urgent medical care. They say that I must go to a pharmacy so that the sister can refer him to go and get stitches. Firstly there is no pharmacy registered on there network in Stilbaai where he work, so he have to go all the way to Mosselbay, which is more than an hours drive. They do not want to take another pharmacy in Stilbaai word that he needs urgent stitches. I asked Discovery which Pharmacies can he go to in George as this is were we are. They gave me a list of pharmacy after lengthy phone calls at my expense. After I phoned all of these pharmacy they are not aware of this procedure and the Discovery System. I phoned my GP and she said that she is also on the Dr Connect App and can assist me there as per Discovery wants us to follow the procedure, but she can connect to there app and that Discovery got all these new and smart tools but they do not show the doctors how to use them properly. So I phoned all the pharmacies as Discovery cant even give me the correct pharmacy that they want me to go to according to they procedures. How do you understand that. The want us to follow procedure but cant give me the correct info. After 5 hours my husband still need stitches and we cant get the help we need form Discovery. We currently do not have R1500.00 to go to a doctor and get stitches. That is why I Pay more than R5000.00 a month for medical aid to get no assistance form them!!!
My husband doesn't have a cough, this is a true emergency and I have 6 visits available but Discovery doesn't want to pay because I must follow there procedures and go to certain doctors and pharmacy as set out by them, but they cant even tell me which the correct pharmacies and doctors are.
Thus Discovery will rather let you bleed to death than help you!!! Very disappointed with Discovery!!! It is not like we are misusing these 6 appointments that is available to us!!! In emergencies Discovery should really pull their act together and help their clients.
I just received a phone call from your customer service. And it just gets worst. Now after we followed procedure and went through all the trouble that day to follow Discovery procedure so that we can make use of the day to day extender benefit so that they can pay for the appointment they rejected my appointment and say that I do not have any savings benefit left.
Now they will only submit my appointment again to see if I qualify to get paid out of the the day to day extender, which I did exactly what they told me to do so that the appointment can get paid out of that benefit. I am really disappointed with Discovery, also when they talk to you they talk to you as if you must me lucky that they do offer that service to you and that it is a additional benefit that they offer and you are not paying for that. That is the tone I get from them, really?
What happened to customer service?
I went though a whole day of trouble and Discovery procedures just to get my husband the help and so that the benefit will pay. I followed their procedures and did that was expected of me to use the benefit and now they reject the consultation and now I need to wait and see if they will approve it.
O no, I can even believe this!!!
I just received a phone call from your customer service. And it just gets worst. Now after we followed procedure and went through all the trouble that day to follow Discovery procedure so that we can make use of the day to day extender benefit so that they can pay for the appointment they rejected my appointment and say that I do not have any savings benefit left.
Now they will only submit my appointment again to see if I qualify to get paid out of the the day to day extender, which I did exactly what they told me to do so that the appointment can get paid out of that benefit. I am really disappointed with Discovery, also when they talk to you they talk to you as if you must me lucky that they do offer that service to you and that it is a additional benefit that they offer and you are not paying for that. That is the tone I get from them, really?
What happened to customer service?
I went though a whole day of trouble and Discovery procedures just to get my husband the help and so that the benefit will pay. I followed their procedures and did that was expected of me to use the benefit and now they reject the consultation and now I need to wait and see if they will approve it.
O no, I can even believe this!!!