Discovery Health not covering hospital costs despite stating they will

Dear Discovery Health

Please assist URGENTLY with below query. I wrote to your offices yesterday morning and no response to date.

My Folks are retired and pensioners. My Mum had a horrific fall on 28 May 2021 which required hospitalization and surgery. Cato Ridge Hospital called Discovery Health and obtained the approval and authorization number, for my Mum to be admitted at Cato Ridge hospital. My Dad also received a call from a Discovery agent who confirmed the authorization and stated that it was an emergency and that Discovery Health will cover all costs.

My Dad received the Discovery Health summary of all costs incurred during my Mum’s hospitalization; and it is noted that he has to pay an outstanding amount of R23 872.46 and some in-hospital pharmacy bills as well.

Can Discovery Health kindly advise as to why the contradictory messages please?

We await feedback on the above matter please?