Discovery Health - Very disappointed !!

I tried to get authorisation for my Mom 2 days ago. Was advised on what to obtain. We subsequently followed those instructions.

Yesterday I phoned back & after 2.30 minutes of jargon, a person eventually gets through to continue holding on to speak to a consultant. After being on the phone for +-16 minutes with the consultant - only to be told you require an ICD-10 codes. Why was that not mentioned 2 days ago?

The consultant offered to phone the Dr to obtain the code but I had to continue to hold on. I asked why they could not phone me back, as my allocated cell phone minutes are being used up. She advised that if the call ended, I would lose my place in the queue; as another phone call would be attended to.

49.26 minutes later, the matter was resolved & I was issued an authorisation no: ...... for a mere 3 hour procedure in casualty.

This is absolutely ludicrous. How does Discovery Medical expect their members / clients * (using cell phones) to use up this amount of time or * even if the person is at work ... to be able to be on the phone for that length of time * or if it was the actually patient, whom is ill and battling to breathe

Surely Discovery can come up with a better system or phone their clients / members back.

The consultant did apologise every time ... for me having to hold on & thanked me for my patience.

I have personally been with Discovery Medical for 18 years and my Mom has probably been with Discovery Medical for about the same amount of years or longer.

Discovery South Africa responded to my 'fb messenger' message within a short period of time & advised that they would follow up. Needless to say, as I suspected, it has landed in File No: 13 because they have not even read or responded to the info they requested from me thereafter.

Very disappointed with Discovery Health.