DISCOVERY UNABLE TO FINALIZE PAYMENT OF HOSPITAL BILL

<p>On 21 Nov 2016 my husband went to Brooklyn Day Care Hospital for removal of a bony growth on his palate. This procedure could not be done in a dental chair. I called Discovery on 16 November to obtain authorization for the hospitalization and theatre booking - Discovery Call ref no: ********** 16.</p> <p>The Discovery call centre agent said that no authorization was required and gave me the Call Ref no ********** 16 to give to the hospital.</p> <p>The procedure was done and on 01 December 2016 Discovery's claim statement said we had to pay the hospitalization and theatre costs ourselves. I did an enquiry on 08 Dec 2016 and Discovery said (Call Ref ********** 389 - spoike to Servana) that the wrong "out of hospital" ICD 10 codes were given. I phoned Brooklyn day care, spoke to the accounts department and asked that they please get in contact with Discovery to give them the correct "in hospital" ICD 10 codes.</p> <p>07 Dec 2016 a new Discovery's claim statement was received - still no payment to the hospital.</p> <p>On 9 January I received another claim statment - this this ALSO NO PAYMENT, but Discovery paid the hospital FROM OUR SAVINGS ACCOUNT!!!!! On 10 January 2017 I phoned Dicscovery again and spoke to Melissa - stil no changes has been made on Discovery's side. I called the Brooklyn Day care clinic again, spoke to Masipo at the accounts department and she phoned Discovery again. Masipo called me back and said Discovery told her they made a mistake and did not receive any correct codes. Masipo has sent me the correct codes which I have then sent to Discovery per email (ref of received email: MailRef# ********** 013#) for an Adjustment of Claim.</p> <p>On 5 February 2017 I've sent another email (MailRef# ********** 675#-) enquiring about the adjustment of Claim. No reply received.</p> <p>After 2 emails sent to enquire and no reply, I called Discovery again - Call ref # ********** 749 and spoke to Levania - she escalated the matter and called me back by the end of day, saying that Discovery now had the lame excuse that I did not call the call centre for authorization for the procedure - when I clearly did on 16 Nov 2016 - Discovery Call ref no: ********** 16 - which I had to give to the hospital. I've sent another email on 15 Feb 2017 to Discovery again (MailRef# ********** 233#-), giving them all the details as I received and all the call ref no's. </p> <p>STILL NO REPLY HAS BEEN RECEIVED. I don't have words to describe the poor service I have received from Discovery! I will not accept that we had to pay ourselves for an IN HOSPITAL procedure that clearly was an error on Discovery's side.</p> <p> </p> <p>I really hope that Discovery will come to table and correct the mistakes they made and stop making excuses and pay the "IN HOSPITAL" procedure.</p> <p> </p>