Horrible Service Regarding Kidney Transplant for my wife

Good day

My wife has end stage kidney failure and is in need of a transplant urgently. She has been approved for a transplant by Discovery since Beginning of September 2017. We did the needed tests to find a donor and we found her father is able to give her a kidney. Our transplant coordinator then requested approval for donor funding so that we can go ahead with the rest of the workup in order to continue the transplant process. Our coordinator app**** for funding 17 October 2017. She only got an official statement that her request will be reviewed on the 02 November 2017. Then all we got was silence. A week later I called and the consultant said they dont have access to the ex gratia team and all they can do is try to escalate the issue and I would hear back from the team in 2-3 working days. I waited 2-3 working days and nothing. I then called again and the same thing. I waited again for 2-3 working days. Once again nothing. Since the 02 November 2017 We have not heard back from anyone at Discovery. I then decided to call the Netcare transplant division which also plays apart in the transplant procedures. The woman I emailed then emailed me back with an escalation notice from discovery, which was dated the 21 November 2017. So it seems no one at Discovery escalated my issue. A person outside of Discovery escalated my issue. Does that make any sense at all? I then laid a complaint in order to get answers about this and the complete lack of interest shown by this company in regards to the health of my wife. I sent the complaint on the 21 November 2017. Discovery then says it will take 24 Hours to respond to my complaint. It is now the 23 November 2017. That is more than 24 hours. Discovery you have let myself and my wife down terribly. When we joined you made us feel like we mattered. This is not the case. We pay a lot of money every month to get half a service. I wonder if I paid you half of what was agreed how fast would you call me in order to get your money. I spoke to someone who is on Bonitas medical aid. They joined and not even a year later they got approval for donor funding. They waited a week for a response from their medical aid. Why are we waiting 7 weeks now for a response? Why can none of your staff get in touch with the ex-gratia team? Its like the ex-gratia team are based on the moon and cant be contacted by the average staff member. Why are your staff not trained for situations like this? We were told that we now have to wait till after March if the transplant is to take place because of your bad service. My wife could have had a date for 2017 and now has to wait till 2018. I will not be recommending your service to anyone. It seems the smaller schemes like Bonitas are doing much better at this seemingly complex thing called customer service. My wife actually works for a media company and I will definitely be pushing for articles exposing your terrible service to the public. I am seriously considering moving to another medical aid.

Carl