Disgusting service

I have been a discovery member for years and must say, my pregnancy journey with you has been very sour.

The claims I send through, I always have to call to make a follow up. This is still after the 3 days turn-around time as they always claim to have in place.

I had to visit my gynecologist on the 2nd of March, I called the discovery call centre prior to this visit to find out if they will be covering the cost from my maternity benefit that I have registered for. I was assured that the gynecologist (Dr Si***ane) was a designated service provider, this means I will be reimbursed the amount I pay upfront to her. After submitting my claim for R2300, I was only paid back R902.70 of which part of it was paid from my MSA instead of the maternity benefit. When I called in to inquire, I was told that she is their service provider only for in-hospital services. She has a right to charge her private rates if the service is provided outside the hospital, something that was never communicated to me when I made my initial call.

19 March 2018, I submitted another claim for anti-natal classes. Again, I called prior to me registering and attending these classes and was told that this is one of the benefits listed under the maternity benefits. After submitting this claim, specifically requesting that the claim be processed under the maternity benefit, the claim was paid from my MSA. When I called on the 22 of March to make an enquiry about this, the agent who was assisting me couldn't pick up if I had registered for the maternity benefit. He kept me on hold, then later confirmed that I did register for the benefit. He then told me that he will resubmit the claim so that my MSA can be credited with the money paid back to me as it was processed from a wrong benefit.

It is really sad that I constantly have to be calling your call centre to be enquiring about the claims I send. If it not delayed payments, it *********** staff who just process the claims without check my full profile. I refuse to be on the phone every second day making follow-ups on my claims that needs to be reimbursed, for a business your size, training of staff should be top priority. None of these calls are toll-free numbers, I sick of spending unnecessary money during this time of my life.