Does Discovery Health really care about their clients

We have been trying to get authorization for a family member to go to hospital for about two months now. I have written 5 e-mails explaining the problem we are having. I have sent all the information they have asked for. Then they asked for a clinical assessment, that of course was the information I have already sent them. We have sent photos of the problem. But we are still waiting! We receive the automated replies stating that they will get back to us in 48 hours. We still don't have a resolution. I have also phoned the *** and here the agents just talk in circles.

I am very disappointed to see how Discovery is treating their clients. This is definitely not what their advertisements are conveying. We pay our monthly bills on time. We have checked with the hospital and specialist, the bill which Discovery will have to pay will be less than two months' installments.

The family member has been a member for more than 10 years. I sometimes wonder why do we have medical aid if we struggle this much to get them to actually pay for something that is supposed to help us when we need help. Do they really?