Discovery HELL

Discovery Health? More like Discovery HELL!!!

Absolutely rude, patronizing, unhelpful, unreliable, lying staff!!

I went for a series of blood tests on 15 February to confirm my pregnancy & do a series of tests (as requested by my doctor) for the pregnancy, should it be confirmed.

A day after my pregnancy was confirmed and the blood tests came back, I activated my Maternity benefit. (PS I only activated it a day after the blood tests, because how should I activate something that I am not sure of?)

Long story short - we received a bill from the pathologist with the codes that were billed, confirming that Discovery will not pay for the tests. I was confused, because it specifically stipulates that Discovery will pay for some of these tests on the maternity benefit for the plan that we are on. I have made numerous calls, spoke to what feels like a thousand Discovery agents. I must admit, I lost my cool completely, because my patience ran out after dealing with their lies. "someone will call you back in a few days" ; "I have escalated this for you and management will call you back" ; "these should have been paid, I do apologize, we have submitted your claim to the exceptions team, as the claim should have been paid for on our 30 day exception policy"

I really thought that we were making progress on this claim when the agent told me they will sort it out under the rule exception that the tests should be covered if done within 30 days of the benefit being activated, because mine was activated within 24 hours after the tests were done. Again, the benefit was not activated before, because we were not 100% sure I was pregnant at that time. I was promised a call back within a few business days...

To my disappointment, no one had called me in over a month... So I decided I would call again to follow up today. Just to speak to rude, patronizing staff who don't care for their clients and who just want to get you off the call. I was **** to by an agent who said that she could not transfer me to a senior, because her system was frozen. When I lost my ****, her system miraculously unfroze itself & she could transfer me to what she said was a manager - a very rude one who kept talking over me & who patronized me stating things like "I am trying to educate you". She also mentioned that I was not listening to her, when I asked her the same question for the 5th time and stated that she is not listening to what I am asking. Every time I would start speaking, she would speak over me & just continue doing so until I kept quiet or lost my **** again - told me that she will drop the call if I continue with my behavior. I normally stay very calm & try to understand, because I work in the customer service industry myself, however I completely lost it after spending hours on the phone with them between February to date.

These people don't care about us, why should we continue doing business with a company that only cares about their pocket?

All I have ever gotten from Discovery is terrible service, a headache, high blood pressure and a high phone bill.

Thanx for nothing!