Discovery incompetence

Good day I recently wrote on your platform to Discovery about them rejecting claims for both my mother’s wheel chair purchase and the purchase of a blood pressure meter. They were rejected with codes 832 and 830 respectively meaning we had bought a wheel chair in the last 3 years and a BP monitor in the last year. They were incorrect in both cases. Trish phoned me and said they would look into the matter. I appreciated her friendliness and expected a favourable result. However, yesterday I received this replay Dear Mr Stone Thank you for contacting us. Claim queries The claim for the wheelchair and the blood pressure monitor was not paid because the member is still in the Self-payment Gap (SPG). The member is liable for both claims. The frequency rejection is not correct. If you have any more questions, please visit www.discovery.co.za. Regards Trish Benjamin Discovery Health On behalf of Discovery Health Medical Scheme Thus they admit they were wrong in both cases – the frequency rejection is not correct. My parents started the year with a Savings balance that they could use of R37548 This was depleted and we entered the Self payment gap which was in the region of R25000. We have had to pay all claims in the interim. The amount currently outstanding is R2059.77 The amount of the wheel chair is R3250 The amount of the BP monitor is R667.43 Thus Discovery owes us R3250 plus R667.43 giving a total of R3917.43 Now comes the second error of Discovery. Trish does not understand how their own systems work. R3917.43 should be deducted from our self payment gap. Thus the amount of R2059.77 should be zero and my dad’s Nedbank account should be credited with the difference which is R1857.66. My parents monthly premium is R12645. Thus part of that is paying people working for Discovery who don’t understand their own systems. My parents are 88 and 87. How many other old people are having their rightful claims rejected and handled with total incompetency? I myself studied actuarial science just like Discovery CEO Adrian Gore. I appreciate your platform as I have found it does produce a response from companies. I trust this will also produce a response from Discovery by someone competent enough to handle our justifiable claim. With thanks Kingsley Stone ***