Double Whammy - Overcharged by Hearing Aid Provider, Undercovered by Medical Insurance

****************: a situation in which you have to pay far too much money for something. Credit: Cambridge Dictionary

Dear Phonak and Discovery South Africa,

This message is addressed to both of you, in equal measure, although I'm sure you'll do your best to pass the blame onto the other.

As a result of my hearing disability, I wear hearing aids in both my left and right ear. It's been over 30 years now as a user. If you read up about it online, you'll know each hearing aid has a life span of between 5 to 8 years. My current pair were bought in 2009 and 2011 respectively. If my maths is correct, that would make them 10 years and 8 years old each. Kudos to me for looking after them so well!

In fact, they still work perfectly that the only reason I am ready to upgrade is because my current model - Phonak Naida V SP - has been taken out of commission and should any part of the hearing aid fail, the replacement parts are no longer available. You follow my logic?

So, having used Phonak for the majority of my life (I had a 5 year spell with Oticon People First), I am extremely comfortable with the sound quality, quality of the apparatus, and mostly the comfort. No qualms with the product, whatsoever.

However... I am not writing this post as a compliment. Due to my being in the market for a new pair of hearing aids - don't forget that I also need to keep up with the incredible improvements in hearing aid technology - I approached The Ear Institute, who conducted a hearing test and recommended a hearing aid model that I was already quite keen to trial - the Phonak Audeo Marvel.

Here's where the problem arises. The cost involved for the pair of hearing aids? A whopping R98,000! I feel slightly insulted since you mentioned this was AFTER the discount is app****.

Before anyone tries to jump on the bandwagon, saying this is all very well and if I want a premium product (and yes, I do place a premium on my hearing) then I need to understand that high-quality products carry a hefty price tag and I need to cough up. I would 100% agree with you BUT here's the thing...

Just by doing an online search, I was able to locate SEVERAL distributors of Phonak hearing aids. These distributors are selling the VERY SAME product - the Phonak Audeo M90-R (as a pair) for £2,350. Using Google's exchange rate convertor I get R18.96/£, which gives me a grand total of slightly more than R44,500.

The difference in price: R53,500!!!!!

Now, I haven't taken into account customs, import duties, etc. but I would LOVE to know how you can justify charging me an exorbitant amount of money, knowing full well that what you are doing is not providing a healthcare service, but instead committing ****************. I could purchase another set of these hearing aids and still have cash left to burn!

Now, Discovery South Africa.

I have been a member of your medical aid scheme since August 2009. During that time, I have claimed for a SINGLE hearing aid - the Phonak Naida V SP that I still wear in my right ear. I had to pay in for that one too.

As it stands, if I foolishly go ahead and purchase my two new aids from The Ear Institute, I will only be able to cover 75% of ONE of the TWO new hearing aids. Basically, I would have to purchase an entry-level hearing aid using my premium insurance cover. It's not like I have a hospital plan and it's certainly not as if I claim for a hearing aid valued at the allowed limit of R20,000 EVERY YEAR due to negligence when taking care of my possessions.

What frustrates me the most is the line from our email correspondence which states that you will pay “as long as you use a provider who is appropriately registered with the Board of Healthcare Funders”

Two questions:

1. Who and what is this Board of Healthcare Funders? 2. Can you confirm that you have never paid out a hearing aid claim to a customer of yours who purchased his hearing aids abroad?

What is the reason behind not covering any purchases of hearing aid devices online from international distributors? Phonak is a Swiss-based company so it's not as if you are being Proudly South African in your approach.

FYI, there is a new hearing aid company on the scene and their name is Audicus. Heard of them? They sell hearing aids online with distribution channels around the world. Their goal? To cut out the middleman, office and administration costs, and make hearing affordable again. You want to know something funny? They are now owned by Sonova and... Sonova owns Phonak! So it's a VERY similar product. The same almost!

Their top-of-the-range hearing aid, the Clara, RETAILS for $699 but because they aren't registered with the Board of Healthcare Funders (what a load of bull), you, Discovery South Africa refuse to cover me at all!

This is **************, plain and simple. Having access to a hearing aid is, for me, a NEED. It is not a luxury. I cannot function and lead as normal a life as possible without one (two actually). This whole fiasco has left an extremely bitter taste in my mouth. I mean, I have never even been able to claim for hearing aid batteries...

Perhaps I am with the wrong medical aid? Should I consider Bonitas Medical Fund, Fedhealth Medical Aid or Momentum?

This is not the end of the story, by any means! I hope everyone who has taken the time to read this post can kindly SHARE it with their friends as I am sure there is somebody out there with experience with this kind of issue who can help, not only me but the other 99% who CANNOT afford to pay R100k (2019 pricing) every 5 years when they already have medical aid cover AND the same products are available for 55% less than the local price!