Discovery Health STILL unable to explain how the Self Payment Gap is decided upon or calculated...

THIS IS A FOLLOWUP ON A PREVIOUS REVIEW THAT THE SERVICE PROVIDER DID NOT ADDAQUATELY ADDRESS... The previous review as follows: "Terrible Service from Discovery Health We're on one of the top medical options with Discovery. This year our Self Payment Gap (SPG) was more than double that of previous years. I then requested the following from them: "Dear Discovery Health Considering next year's (2024) medical health plan for us (Classic Comprehensive); Please explain how we can manage not to have such an extreme SPG as we had this year. Kindly explain: 1. what we should do, and, 2. what we should not do, in very plain and simple terms, please. Thank you in advance for your response."

I received a response that they did not understand my request! UNBELIEVABLE... I then responded accordingly and explained again - but, I have not received a response. It's now almost a month already since the first query! Surely they do not have to wait for the 2024 rates as the management of the SPG should be a standard and simple matter? They should provide this in the rates in a number or a formula if not a specific number - we can then make decisions on the way forward."

A Discovery representative eventually contacted me - as stated by them. The lady was friendly and genuinely seemed to want to assist. We briefly discussed the problem and she mentioned over-the-counter and chronic medication and its relation to the Self Payment Gap (SPG). I, however, had several questions in this regard and more on what else impacts the SPG. She promised to send me further information which she did. However, 1. Nothing in addition to that discussed was provided. It is not nearly enough to make any sense of the problem, or decisions going forward, 2. The information shared was for 2023. Why not for 2024? 3. Why can Discovery Health not address the questions? May request after all was "what we should do," and, "what we should not do," to manage the SPG down, in very plain and simple terms. I also verbally requested that they provide me with an example calculation to this effect.

I get the impression those I engaged with do not know how the SPG gets decided or calculated or (for whatever reason - and, I can think of quite a few) do not want to explain it to members?