Discovery does not take care of the Elderly

The way Discovery treats the Elderly is really sad. I am still awaiting an email from Discovery since 29 April 2019. I had pre-authorised admission for my mum who is 73 years old and was in lots of pain.

I was given the authorisation and when she arrived at the hospital only to find out she was told she had to do a Blood Test and have an XRAY done by the medical Rep Verushka at St Augustines hospital. My mum was in lots of pain and sadly had to go back home.

This was never mentioned during the telephonic conversation. I had to leave for my trip overseas and it was very stressful for me. The next day my brother took my mum to have the tests done. The results was emailed to Discovery by our local doctor. The medical Rep at St Augustines hospital had promised to email or telephone my brother or mum at the time whether she was declined or accepted to stay the hospital.

She did not call. I returned after my trip and called around 18 April to the call centre and was promised someone would email me feedback or call me. I had to call again the following week. The consultant gave me feedback and said the rep did try on the 15 May 2019 to reach my brother and no answer. In the meantime the Rep has my details and I was NEVER emailed as the principal member or payer of premium any stage.

The consultant opologised on her behalf and called the Rep Verushka while I was on the telephone . She advised me that Verushka will email me feedback and the way forward. I am still waiting while my mum is in pain.

I sent an email to Head of customer service Mujeeb Bray and I am still awaiting feedback. This is really unacceptable service especially for the elderly folk. I am deciding to switch to another medical aid as Discovery is no longer interested in the well being of its clients.

I am still trying to understand how does Discovery employ Medical Reps at hospitals who do not care about the elderly or even take time to email feedback or even pick up the telephone to apologise for not giving feedback. Really Pathetic service.