DPMO

This is my fifth review of Discovery Health in about a month or so. I have been given so many empty promises by Discovery employees, telephonically; via email; and on this platform. I could name and shame all of them, but I think that this would just bolster their ethos of how to deliver mediocre customer service, as I think they get rewarded for providing this type of service.

I have the following matters that still, to date, has yet to be resolved by Discovery Health:

1 - A Hospital ER Claim that Discovery Health, and their cohort the CMS, agrees was not medically justified. However, a Discovery Health employee, admitted on a recorded telephone call that this matter was medically justified. This admission means nothing to Discovery Health! Then, they try to save face by requesting that I obtain my clinical record, to validate that it was indeed medically justified. Unfortunately, due to the POPIA I cannot obtain the clinical record that Discovery Health requires and to top it all, the Healthcare Provider is refusing to grant consent to Discovery Health to obtain the clinical records, as they do not see the need for Discovery Health to access them as per the various Acts. I am still waiting for a response from their employee that was dealing with this matter.

2 - My Son sees a Paediatrician who works in tandem with a specialist, yet Discovery Health refuses to pay the Paediatrician because the Paediatrician is not a DSP for my son's condition. There is no DSP for his condition in our area, so as per the MSA, Discovery Health either needs to find a DSP or pay the treating provider as an exception. The response from a Discovery Health employee does not apply in this matter!

2 - I need new medication. Discovery Health then submitted a lot of non-sensical whims, which I then met. The response from a Discovery Health employee was priceless.... your application will still be reviewed even though all the criteria is met. When pressing the said employee more, they advised they can't assist further as they are not medically qualified!!!! How can Discovery Health allow this?

As I said previously, Discovery Health is for their shareholders and investors, not their members. It shows in the manner their employees interact with members.