Discovery dishonoring pre-approved medical procedures

I got the authorization months ago for my dental reconstructive surgery procedures that I would need over the next 11 months after an accident I had in December and confirmed my cover over the phone from Discovery on the 9th of June before going in for the second surgery on the 10th of June.

Considering the current state of COVID 19 I was given the choice to have the procedure done in Sandton Medi Clinic or to " Tough it out" in the Periodonsitsts surgery room under no anesthetic, I chose to tough it out and not be exposed in a day clinic to any COVID possibilities both for myself, the surgery staff and to not take up space for people who might need the hospital for emerencies

After the operation, I paid the amount of R16185 owing to the dental surgeon and submitted my claim against the Autorisation code I was given months prior and confirmed once again the day before.

I got an e-mail this morning stating that the amount to be paid will only be R2288.03 from my medical savings. After trying multiple attempts all morning to get through to your claims department, I eventually did on my fouth attempt and have been told that it was not done in a hospital and that you would not reimburse me or honor the payment.

I take great offense to this poor decision, I was proactively trying to not get exposed and took on a very tough dental surgery for over two hours while sitting in the chair, fully believing it was the correct decision to do in this current state of the world both for my health and well being and that of others who might need the hospitals help, it would have been exactly the same operation in the theatre but with vastly increased additional costs from having it done under anesthetic in the hospital.

I am very disappointed and upset with Discovery and this ridiculous hard-line attitude to not honor our original agreement. It seems I have a regular occasion these days to be upset with your organization these days, do to your terrible attitude to long-standing and honest patrons of your business such as myself who are trying to make the right decisions regarding our healthcare.

I guess they have to pay for their fancy new building by jolting long-standing clients such as myself over technicalities that would have saved them money, I was told if I did go to hospital everything would be paid for, so trying to do the right thing is a costly lesson.