DISCOVERY KEEPS REJECTING PRE-AUTHORISED CLAIM & FAILS ON PROMISE TO RESOLVE MATTER!!

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 for R6500 on 02/08/2018, Discovery rejected my claim. On 03/08/2018, I followed up by telephone and spoke to consultant Lindiwe. she said it wOuld be sorted out in 2-3 days. Reference number with Lindiwe: ********** 766.

My claim is rejected again. Time #2

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 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. Reference number with Danny: ********** 290

My claim is rejected again. Time #3

I wrote a complaint on Hello Peter on 13/08/2018 and within a few days, I received 2 calls from Discovery advising that all was in order and a claim for R6450 would be processed and paid to the service provider. I was told the claim for R6450 would be paid to the service provider on 22 August 2018.

Today I reviewed my claims history for this EXTREMELY FRUSTRATING CLAIM THAT CAN'T SEEM TO BE SORTED OUT!!! and I see that the claim for R6450 has not be paid and instead the same claim, now back to the amount of R6500, was rejected YET AGAIN!!!

This is time #4!!

I phoned the call centre TODAY (30/08/2018) YET AGAIN and spoke to Nwabisa Gqaboti. She said the claim has STILL not been processed and is with the claims department. She said she could not open another inquiry. Reference number with Nwabisa: ********** 4363.

WHY IS DISCOVERY STILL MESSING ME AROUND ON A CLAIM THEY HAVE ALREADY PRE-AUTHORISED AND ALSO PROMISED TO RESOLVE by 22/08/2018!!??

AND WHY DOES THE CLAIM CHANGE FROM R6500 TO 6450 AND THEN BACK TO R6500 AGAIN!!?? WHAT IS HAPPENING HERE, DISCOVERY!!??

THIS IS THE 4TH TIME I HAVE FOLLOWED UP AND DESPITE BEING ADVISED BY DISCOVERY THAT IS WAS SORTED OUT WEEKS AGO, IT'S NOW A MONTH DOWN THE LINE AND IT STILL ISN'T RESOLVED!!

I AM PULLING MY HAIR OUT HERE IN FRUSTRATION!!

WHAT DO I NEED TO DO TO SPEAK TO SOMEONE AT DISCOVERY THAT CAN ASSIST AND FINALLY RESOLVE THIS SEEMINGLY EVER-ENDING CLAIM CYCLE!!??