Extremely disappointed in Discovery PMB

Good day,

I am extremely disappointed with the service that I am receiving from Discovery Medical Aid PMB Department.

My daughter's ENT Specialist inserted grommets in her ears last year. When she started having extremely painful ears, I took her for follow-up visit where the specialist confirmed that she had a membrane perforation and treated her accordingly.

I submitted PMB form completed by the specialist to PMB Department and got automatic email reply with reference number ***, and afterwards an email request that I need to submit the correct form, which I did.

On 11 November 2020 I received a request to submit the correct completed form, and on 5 December I again submitted the application as well as the appeal form again via email, informing them that I have already submitted the forms.

Weeks passed without any further correspondence, and I emailed them and requested update. It was then enquired on what medication she has been prescribed by the specialist (antibiotic ear drops) and specialist also provided me with a letter detailing the diagnosis and details of treatment, which I submitted to the department via email on 15 December 2020.

On 21 December I resubmitted all relevant documentation again, with the email below:

Good day

I have emailed the attached documents so many times already and I keep on getting the same response, request for more information.

Letter from Doctor attached herewith together with claim form - please attend to this as a matter of urgency, as I have now been handed over to collection agency for this account?

YOUR URGENT RESPONSE WILL BE APPRECIATED.

Thank you.

No feedback received since the above correspondence sent. Due to the fact that I had been handed over to debt collectors, I submitted (again) all relevant documentation to the PMB Department on 7 July 2021, and received NO correspondence from them up to date, except for automated email with yet another reference number to use ***.

As a single parent, and main member of medical aid for me and my two daughters, battling to make ends meet, it is really unacceptable that a well-known medical aid can treat a member like this, just complete ignorance from their side in a time like this?

I cannot cancel my medical aid during the covid time, for obvious reasons, otherwise I would have done so already. I truly hope that someone from Discovery will read this and make an effort to assist me in this.

Thank you