Discovery is abysmal! Rude, unhelpful and **** you out of money

I went into hospital for medical procedures on the 17th of October.

First complaint: Before going in, I wanted to find out how much Discovery will pay for the medical procedures as I would be paying the doctor directly and claim afterwards. The man (Bryan) who I spoke to at Dicovery's call centre (claims department) was completely rude and not well-informed. Bryan informed me that I would need to pay a co-payment for hospital stay, even though I would be visiting a Delta hospital. This doesn't make sense?! Why pay for coverage of Delta when it's not covered. Secondly, he told me a very small amount will be covered. I don't understand how I am not covered, when I saw a broker who advised me for this scheme???

Second complaint: I found funds to make a R9000 payment to the doctor, as well as R4500 for co-payment. My Gap informed me, that they would be able to cover 600% of shortfalls, but require remittance statements from Discovery to be able to pay me back. I followed all instructions from Discovery, to submit statements/ invoices online to claim. And now a week later, I have to find out online!, by myself, no email from them, that claims cannot be put through due to dates not being visible on invoice. I am really disappointed as this is a complete ****. The dates are readable. My co-payment claim isn't even on the profile. But you have taken money from my savings without my knowledge or authority, from hospital stay, which should be covered by the hospital plan I pay you for!

Discovery preaches a brand message of health, but all they care about is taking your money without providing decent service.

I'm tired of the phone calls with uneducated uninformed call centre customer care people, when I put in details to speak to claims department. I am sick of condescending tones. I am literally sick and stressed and Discovery is not providing me with the calm in my time of need.

I am doing my research, and will be contacting a broker to ensure that you taken to task. I will also lay a complain with CMS Council and the Medical Scheme Ombudsman.

Discovery is abysmal!