Discovery Lack of Communication and System Issues

Good day,

Trust that this email finds you well.

I’ve been a member of Discovery Medical Aid Keycare Plus for many years.

Durning the month of May I had received an email stating that the medical aid has been temporarily stopped due to no payment - two days later I received an email stating that it’s been reactivated.

I had then visited my GP who had to refer me to radiologist in my area on my network.

As I have always kept and adhered by the scheme rules I called in to verify if I am able to use this practice and if covered by Keycare plus and do they need an authorisation number?

Upon this the client service consultant then discovers that there is something wrong with my membership.

At this point my membership is showing active and up to date.

I requested for a call back the next day, she did not return my call.

I personally called in last week to follow up as I received an email stating that I need to pay the scheme.

The new client service consultant advices that she will email the lady who has been dealing with matter and get in touch with me…..

I receive some lousy email with no explanation just a brief apology.

I am angered - at the fact this has now become my responsibility to call and chase discovery for clarity. Secondly, had i not called in as the Keycare Client and verified that I can use this service provider this would have never been discovered.

Had I had an emergency, admission or ER - Discovery medical aid would have declined me there and then.

This is poor communication from the start to no relevant explanation or feedback?

Four weeks later still nothing in return.

Discovery has made telephonic contact as per collections department - still no further explanation as per the above.

Please stop calling me and resolve your internal matters.

Kind Regards,