Discovery Health – Unauthorised Deductions from My MSA and Mismanagement of Claims passing the buck

I am extremely disappointed and frustrated with the way Discovery Health has handled my medical claims and MSA account.

On 27 October 2025, my Medical Savings Account (MSA) balance was R3,091.85, and my Self Potential Gap (SP) was R737.30. As of 28 October 2025, my MSA suddenly dropped to R0.00, and my SP increased to R3,666.05. This is humanly impossible and clearly shows that Discovery has made serious and unauthorized adjustments.

Yesterday, I specifically instructed Discovery not to deduct any amounts from my MSA, but instead to reduce my Self Potential Gap. Despite this, they went ahead and reduced my MSA to zero and made incorrect adjustments.

Here are just a few examples of what has gone wrong:

I personally paid Ampath R1,178.60 from my own pocket. Discovery then deducted the same amount from my MSA and paid it back to me, which is completely incorrect.

With Rosebank Clinic, the total owing was R5,946.00, of which I personally paid R4,050.00. I made it very clear that only that portion should be processed, yet Discovery processed and deducted the entire amount and again took it from my MSA.

By doing this, Discovery is reducing my MSA balance and paying back the same funds, which effectively means they are double-dipping and manipulating the balances. I have already paid these amounts personally — they should have reduced my SP, not touched my MSA.

To make matters worse, Discovery confirmed that they would pay R1,178.60 (Ampath) and R4,050.00 (Rosebank Clinic) directly into my account, which was not what I instructed. I had clearly said they must reduce my Self Potential Gap completely, which would take me into my Above Threshold Benefit (ATB).

They also paid R1,711.65 to Rosebank Clinic out of my MSA, which they should not have done.

In the real world, had Discovery listened and followed my instructions correctly:

My MSA would be R1,711.65 (the amount that was incorrectly paid to Rosebank Clinic),

My Self Potential Gap would be R0.00, and

The amount owing to me would be R1,562.55.

This situation has become unnecessarily complicated because Discovery failed to listen to their client and did what they wanted instead.

I sent emails this morning and requested a call back, but instead of calling me, Discovery told me to deal with a broker, S.P. Romberg ***) — a person I have never heard of or dealt with before. All the investigations, disputes, and follow-ups (including a previous dispute which I won) have been handled entirely by me alone without proper assistance from Discovery.

As of now, I am still waiting for the promised refund to reflect in my account. The way Discovery has handled this entire matter is unacceptable and *********. If this has happened to me, I can only wonder how many other members are being affected without realizing it.

Discovery, this is not transparency. Please urgently review my account, correct the MSA and SP balances, and stop making unauthorized deductions from members’ savings