Discovery Health – 30 Years of Loyalty, Yet I Am Still Having to Check and Correct Their Mistakes

I posted on HelloPeter about Discovery Health’s service about a week ago, and unfortunately I am still dealing with exactly the same problem.

I recently saw my medical practitioner, who is registered on a recognised medical system that provides a practice number. She showed me this herself. What I find extremely frustrating is that Discovery is quick to deduct money from my Medical Savings Account, yet when it comes to hospital claims, suddenly a practice number is required or something is apparently “wrong” with the practitioner’s details.

What has changed? I have been seeing the same practitioner for 20 years. This is not an isolated incident either. I have had problems with other practitioners' claims, and if I do not continually check my claims and statements, I would have no idea that there are errors that need to be corrected.

My advice to other Discovery members is simple: CHECK YOUR STATEMENTS. Do not automatically assume that everything on your claim statement is correct. I have found discrepancies that I have had to identify and then fight to have corrected myself.

I have also found that some of the consultants I have dealt with are not sufficiently knowledgeable about the very system they are supposed to be assisting members with. On more than one occasion, I have had to explain things to them or point out information that they should have known.

I even took the time to write directly to Adrian Gore, believing that after being a loyal Discovery client for approximately 30 years, my concerns might actually reach someone who could make a difference. I never even received a response.

That says a lot to me. After 30 years of loyalty, I feel like I am simply a number rather than a valued client.

I have been given promises that have not been fulfilled. I have made numerous suggestions about how Discovery could improve its service and communication, yet it often feels as though they simply continue doing what suits them rather than listening to the people who actually pay their premiums.

After 30 years as a loyal customer, I do not think it is unreasonable to expect competent service, accurate claims and someone who will actually take responsibility when things go wrong.

I should not have to continually find Discovery's mistakes and then spend my own time getting them corrected.

Discovery, your members deserve better.