Discovery Health loses 80 year old request for cancer treatment twice!

Item: Discovery Health
Rating: 1
Author: Jenny R

We are in absolutely ridiculous situation where my 80 year old mother who has been a Discovery member for many years and pays on time every month has been waiting 6 weeks for a call centre clerk to find the documents to authorise her cancer halting treatment. Twice the Discovery staff have admitted losing the documentation. There is no staff member who is capable of dealing with the situation ad you ho ftom call centre operator to operator. I dint think they hsve managers and are never measured on performance. Please can i get some advice on how to move forward.

Helpful (0)

Replies (3)

Discovery Health's replyOfficial

27 Mar 2025, 10:28

Dear Jenny

We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.

Regards

Discovery Health Servicing Team

Discovery Health's reply27 Mar 2025, 10:28

Official

Dear Jenny

We’ve noted your concerns and we’re investigating the matter. We’ll contact you with feedback as soon as possible.

Regards

Discovery Health Servicing Team

Jenny R's updateReviewer Update

27 Mar 2025, 10:33

Thank you for responding. I don't hold much hope This seems to be a standard response and then a few days later all records are lost and we have to submit again. The level of incompetence is frightening with absolutely no consequences for Discovery. Discovery thinks people are numbers and does not consider their mental wellbeing through such a process

Jenny R's update27 Mar 2025, 10:33

Reviewer Update

Discovery Health's replyOfficial

04 Apr 2025, 14:56

Dear Jenny

Please check your emails for feedback from us.

Regards

Discovery Health Servicing Team

Discovery Health's reply04 Apr 2025, 14:56

Official

Dear Jenny

Please check your emails for feedback from us.

Regards

Discovery Health Servicing Team