Failure of discovery health to upgrade health plan despite confirming they would

Good day.

I Am totally disappointed with the administration team of Discovery health, I requested to upgrade my plan from keycare core to coastal core effective 01/01/2020, they approved the upgrade however they wanted me to pay in the premium owed for the month which was paid in time, I assumed everything was upgraded and done after I made the payment however I just realized last month that the administration department has not upgraded my plan to coastal core. Now discovery refuses to change the plan, despite me volunteering to pay the difference for all the outstanding months. They’ve asked for proof of payment, yet they have records showing their emails to me acknowledging my payment and request for upgrade. When that has been shown to them, they then revert and say I didn’t pay vitality and that was the condition for my upgrade. Emailed them the proof of vitality payment to them and yet they STILL refuse to change. We have tried to rectify discovery healths error but they refused to admit they are at fault and they refused to rectify this mistake. They only choose to upgrade me as at January 2021.

This would normally not make a difference to me, but the whole reason for me to upgrade from keycare core to coastal core, was due to the fact that if I happen to fall pregnant this year I would not want to be limited in the hospital I choose. I am a high risk patient and my doctor did not go to the key care core approved hospitals. I am due in December 2020, and I am now basically without medical aid to pay for the hospital visit as the hospital I need to visit does not cover keycare core. Why would I need to be on coastal core as of Jan 2021 when I would have given birth already?

I am totally disappointed with discovery health as I pay my premiums on time every month, I have so many different policies with discovery and I am considering moving all of the policies to another insurer or provider that’s more competent .

All the consultants send a computer generated email totally disregarding your actual complaint or query. Am so tired of the poor substandard service that discovery shoves down our throats and were expected to be happy with it.

Regards Dilshaad Khilawan