Inadequated client facing staff

<p>in·ad·e·quate: lacking the quality or quantity required; insufficient for a purpose</p> <p> </p> <p>Complaint directed at Discovery Health due to a member of their staff, <strong>Rosanna KInloch ( ********** 783)</strong>, who has been unable to provide adequate support and assistance to my family throughout our entire authorisation process.</p> <p> </p> <p>1.</p> <p>We have been unable to get hold of her, she has taken days if not weeks to get back to us on important items of discussion.</p> <p><br /> 2.</p> <p>She cannot provide me with adequate reasoning as to why approval was declined.</p> <p><br /> 3.</p> <p>She said I must come in to discovery to listen to an audio to verify information, but she never set a time, date or address to meet. When I phoned her to get this information (even leaving a voice message) she did not reply.</p> <p><br /> 4.</p> <p>On challenging her as to why she did not return my call she was rude (especially considering she is client facing) and told me she can no longer speak to me and some other lady will call me. Rosanna then hung up.</p> <p> </p> <p>5.</p> <p>I simply want to know the exact reasons for authorisation being declined. I want proof verifying the reason for declined authorisation. Rosanna has made false allegations against all members on our policy - I want her to prove that these allegations are true.</p> <p><br /> 6.</p> <p>If this is the attitude towards clients that discovery has then I will gladly take my business to one of their competitors.</p> <p> </p> <p>Very disappointed and disillusioned by this whole process after being a member for a number of years with little to no claims. I am also disgusted by the service that we have received from Rosanna, she is completely *********** to perform her duties.</p> <p> </p> <p> </p>