DISCOVERY PROCESSES A JOKE - FAILURE TO MEET STANDARDS

I sent a query on the 16th of August to Discovery, it is now 29th September 2021 and i still have not had a response, and to my surprise i got a call from the Dr today saying nothing had been done.

First Query sent: 16th August 2021 is as follows: With regards to the attached invoice, this needs to be covered on the day-to-day extender benefit. I phoned multiple times on Saturday 14th August 2021 in order to arrange for my daughter to see a dr. which i was then advised that i need to see a Dischem nurse in order to do a virtual consultation in order to be able to see a real dr. I then contacted dischem clearwater mall where the nurse advised me that they do not do virtual consults for children under 12 years old (my daughter being 11 months old) so they refused to assist me, i then contacted Discovery again and after being hung up on 3 times, a lady named Princess assisted me in getting the details for NHC Northcliff for a Dr. Reins on *** practice number *** (Call *** - Princess). i tried calling on Saturday and they were closed, i then spoke to a pharmacist who assisted me with meds for the weekend and advised that i must take my daughter to see a dr on Monday. Today (being Monday) early this morning i contacted NHC Northcliff to make a booking to see Dr. Reins and i was advised that there is no doctor with that name at the centre, they then assisted me in getting a booking with Dr. Levitt who was the only GP available. I then again tried to contact discovery a few times, where i was hung up on by your staff and they were not willing to assist me to ensure that the dr. visit would come out of the Day-to-Day Extender Benefit so i went to see the dr in hopes that it would automatically go off day to day benefit which it has not. I feel that discovery is liable for the attached invoice from the day-to-day benefit, i made multiple efforts to work with this new mess of a system you have put in place and it needs some serious work. I have on previous occasions tried using your Connected Care thing which i ended up at a few house numbers and an old age home... supposedly Dr's. You need to find someone who is capable of updating and keeping on top of the system a live system needs constant maintenance. Please find attached invoice for Dr consult due for payment by Discovery. I trust this will be resolved with a matter of urgency.

On the 19th August i sent the following query through: I am getting furious now, i have still not received a response regarding this query and the Dr. rooms are still harassing me!!!! Someone better contact me immediately! This whole system is an absolute JOKE and is once again just another Discovery thing that is a MESS! (Ref No: ***)

On the 30th August i spoke to Rhafiek who said to me he would sort out the problem as it is a fault on Discovery's side and YET STILL NOTHING HAS BEEN DONE!!!! (Ref No: ***)

I suggest someone gets hold of me as i am just about ready to go to the Medical Aid Board and The ombudsman!