Discovery Classic Smart a classic failure

Hello everyone,

I actually wanted to rate 0 stars but hellopeter does not allow this!

So in January both my husband and I had food poisoning. I have been on medical aid my entire life and we moved to the Classic Smart Plan in 2018. We have never claimed from this plan and this would have been our first time.

On our way to hospital at 20h00, I double checked on the app that Pinehaven is covered in the network, which it was. On arrival I asked the receptionist if we need to request pre-authorization she said no. Both my husband and I were treated, given medication and sent home at 01h00 the next morning.

Later we found out that Discovery is not going to pay the bills due to the fact that they do not classify our situation as an emergency, AND the DOCTORS AT PINEHAVEN IS NOT PART OF THE NETWORK. This is utterly unacceptable. 1. How can you deceive your client by stating that "You have full cover for emergency admissions to any private hospital with emergency response services available nationwide with Discovery 911" just to say that our "situation" is not classified as an emergency. Your list of "emergencies" was never given to me nor explained before hand. Please do so that I can ensure that I only opt for your emergencies before going to the emergency room for assistance. 2. How can you state that a hospital is in the network HOWEVER THE DOCTORS WORKING THERE IS NOT? Please forward the procedure so that I can ensure that, if we ever end up in this situation, that we go to the correct hospital but ask each doctor before they assist us if they firm part of your network during our emergency. 3. Please explain if this was a trauma to the highest degree, would I still have to pay the doctors since they do not form part of your network? If so, I would reckon that state hospital might seem like a better option, rather the Devil you know then having something under false pretence being mislead with false information.

I feel ****** of paying faithfully every month, but when I needed assistance, all the hidden clauses were slapped in my face. If this was disclosed before hand, I would not have taken this option. Thanks for nothing.