Gravely disappointed by Discovery as my medical aid.

Good afternoon,

The reason for my letter is the fact that I have been gravely disappointed by Discovery as my medical aid.

I have been a member on Discovery’s medical aid since July 2011. Simply put, I am a loyal and reliable long-term client. Previously, I had never had any issues with the medical aid. On the contrary, I have only ever praised you and recommended your services to others.

In February 2017, I made the decision to add my mom onto my medical aid as my dependent. On the 01st of January 2018, my mother suffered from a very serious heart attack and had to be urgently admitted to the Krugersdorp Private Hospital. The doctors need to run tests and still have a number of unanswered concerns. These concerns cannot be answered or addressed because Discovery has refused to pay for these aforementioned tests, as my mother is still in her waiting period. 23 days is what stands between my mother and her health.

I ask you with sincerity and confusion as to why there is not a relative grace period for this sort of circumstance? We are dealing with a very serious health issue in this instance. When my mother was on-boarded with Discovery as a client, we were entirely honest and forthright in the application around her medical condition. We didn’t hide the pre-existing conditions/problems and we gave you reasonable opportunity to analyse and acknowledge the risk. We acted diligently and honestly, unlike many other members of your medical aid, no doubt.

As a company who undoubtedly loses millions (perhaps more?) to medical aid *****, why would you deter honest behaviour from long-standing customers (and anyone else who reads this letter) over such a minor window in the greater scheme of paid installments? I am well aware of the fancy ***** detection algorithms you probably have working to help you with these things but this sort of treatment of clients will give rise to a whole different wave of problems- doctors taking kick-backs to deny that the condition is pre-existing, falsifying records, theft of medicines etc. I’m not in the industry but I’m sure I’m not missing the boat on these potential headaches. You create your own problems when you treat people like this!

As a medical aid which is seeing client attrition rates at the rate that you are seeing them, is this how you feel is the appropriate way in which to treat a strong advocate of your brand? Have you ever had to look a loved one in the eye and tell them that money is the reason they can’t be helped? How do I look my mom in the eyes and say- “I know your life is in danger, but Discovery will not help us here”. You also cannot turn around and advocate the use of public health services in this instance because as we are both very well aware, the public health service in this country is the reason your and similar brands exists.

All this being said, I would still like to use Discovery as my medical aid – I just really hope that my situation will be reconsidered and my letter honoured with a response.