DISCOVERY KEEPS REJECTING CLAIM THEY HAVE ALREADY PRE-AUTHORISED!!

I am a member of Discovery Health and as part of my maternity plan, I met the required criteria for the NIPT tests.

As per the Discovery requirements, I emailed the NIPT department with the required documents and received an official reply on 27/07/2018, advising that my request had been approved and an approval reference number was provided. Approval reference number: ********** 862.

Upon submission of my claim on 02/08/2018, Discovery rejected my claim. On 03/08/2018, I followed up by telephone and spoke to consultant Lindiwe. She promised this would be sorted out in 2-3 days and would personally follow up and contact me. Reference number with Lindiwe: ********** 766.

Lindiwe failed to follow up and failed to contact me. My claim is rejected again.

On 07/08/2018, I followed up AGAIN by telephone and spoke to consultant Siya. I relayed my reference number from when I spoke to Lindiwe. Siya advised that Lindiwe was supposed to follow up and escalate the matter, but did not. Siya said Lindiwe was supposed to file this as a systems error but didn't and instead erroneously sent the claim to pathology where it was rejected again. She promised this would be sorted out in 2-3 days. Reference number with Siya: ********** 071.

On the same day, I spoke to Siya's supervisor, Danny Jacobs. Danny assured me she would attend to the matter and escalate it and would come back to me by either 08/08/2018 or 10/08/2018.

Surprise surprise! Both Siya and Danny Jacobs failed to follow up and failed to contact me. My claim is rejected again.

WHY IS DISCOVERY MESSING ME AROUND ON A CLAIM THEY HAVE ALREADY PRE-AUTHORISED! I HAVE FOLLOWED UP 3X AND MY PRE-AUTHORISED CLAIM IS STILL BEING REJECTED!

WHAT DO I NEED TO DO TO SPEAK TO SOMEONE AT DISCOVERY THAT CAN ASSIST, AND THAT CAN ACTUALLY FOLLOW UP WITH AS PROMISED AND SORT THIS OUT!!!?