Formal Complaint Regarding Outstanding Medical Aid Card Issuance - Policy ***

Dear Discovery Healthcare,

I am writing to express my extreme dissatisfaction with the ongoing issue regarding the issuance of my medical aid cards. Despite repeated attempts to resolve this matter, dating back nearly two years, the problem remains outstanding.

As a Discovery member for approximately two years, I have consistently requested the issuance of medical aid cards that reflect the standard policy benefits. Specifically, I require individual cards for each member of my family, as is common practice with most general practitioners. This facilitates efficient processing of consultations, as many GPs require a physical card and identification for each patient.

My request is simple:

Individual card for Aphiwe Timoti (14 years old) Individual card for Amkelani Timoti (5 years old) Four cards listing all policy members Despite numerous phone calls and online communications, including a specific assurance from a representative who promised a follow-up, the issue remains unresolved. It is now the end of January 2024, and I have received no formal communication or resolution. The promised follow-up has not materialized.

This persistent failure to provide the correct cards is causing significant inconvenience and impacting our ability to access necessary medical care efficiently. I expect a prompt resolution to this matter. I request that the correct medical aid cards be issued and dispatched immediately. Furthermore, I expect a formal response outlining the steps taken to rectify this situation and prevent similar occurrences in the future.

I look forward to your urgent attention to this matter.

Sincerely,