Discovery Health service is beyond dismal

Sadly I am forced to give a one-star rating because I would rather have gone for zero. Discovery and its customer service rates as zero. It's difficult to get hold of a real-life person after going through automated message after automated message, wasting your time and money. Then when you do they either give you the incorrect information or can't give you any at all. On top of that email *********** for clarity on decision letters and all they do is send you reference number after reference number and then days later resend you the same information or contradictory information and cannot answer any of the questions that you have asked. I have been with Discovery for 22 years and have never experienced such appalling service. I have medical issues that are on their records but in an application submitted by one of my healthcare providers they state (in capital letters) OBJECTIVE tests results have not been provided. When I ask what they mean 'objective', they cannot provide me with an answer. When I ask what the clinical merits are they cannot provide me with an answer. I am paying through the nose for medical aid on classic comprehensive and tired of it now. I moved up to classic comprehensive because it was sold to me that an operation for my son would be covered, but that was so far from the truth it was an absolute joke. In fact, their decision letter on my son's operation was so confusing I phoned three times to get clarity and was told three times by three different people that I had read the letter correctly and that the medical aid would pay 80% of the costs if the doctors were contracted in. Something told me to check again and speak to a senior advisor who then told me otherwise, that actually they would only pay 80% of a quarter of the costs and that if I had gone ahead I would have been sitting with a medical bill of over R150 000 to pay. Dismal that it's so hard to get clarity and the right information.