Discovery is focusing on everything else execpt loyal Medical Aid Customers!!!!

I have always had great service with Discovery, where the issues were minimal. However: 1) On 10 Dec 2019 I had an accident at home where a blunt instrument pierced my hand. I went to Midstream Mediclinic as per my medical aid plan (on the discovery app). After x-rays and pain medication they made a booking for me to see the Orthopaedist the following day ****h Dec 2019). He immediately took me to the operating room and operated on my hand to repair tendons in my hand that tore and nerves.

I received a phone call from one of Discovery's consultants asking me how I was doing, and that all of the claims will be paid out - this was two days later. I then received my claim statement stating that Discovery will not be paying for the hospital for my emergency (reason code 727) "My plan does not cover these services" and not the Dr (reason code 673) "You have used a non-network provider". This was an emergency, at the hospital that I am supposed to go to, that is fully covered by my plan. All of this was AFTER the first round of back and forth discussions, where they asked me to have the Dr state in writing, that this was an emergency and why I was admitted the following day, so they can pay out my claim. Mail ***, ***. Even my financial advisor cannot get a proper explanation for this.

2) After the whole issue, I sat down with my financial advisor to discuss the issue going forward, he noticed that Vitality has not been activated on my profile since 2018 (can't remember the date), BUT I have been paying it ever since.

Regards,