IS DISCOVERY BROKE? IN MONEY AND COMPETENCE?? NO RESPONSE

Been on Discovery Health Medical Aid since January 2018. Since joining it has been an ongoing struggle and utter frustration. First I never got my medical cards and welcome information pack as I was told I would. I had to ask numerous times for it to be sent to my work office as i stayed on a small holding and will never get post delivered there. Upon which i got told that it was sent months ago.. why will i ask for it if i have it??

Then I had to ask again at least 3 times for someone to explain my benefits and which doctors and pharmacies i can go to. After losing my temper completely a nice lady phoned me and spent at least 40 minutes with me on the phone. Explaining that i can see on the Discovery App which doctors are considered network doctors and what i can and cannot do. In this same conversation she told me about the free consults that i am untitled to once my medical savings are depleted.

"If the doctors rooms are listed as a network doctor and it says full cover you can go there for the free consults" With this and knowing my savings is depleted I contacted Discovery again and again asked if how this works and again which doctor can i go to. I received an email back stating : "If you would like to confirm whether your GP is a network provider or not, you may reply to this email...."

I did exactly that, as well as asked that i get explained how many consults of this nature I can get. Another consultant phoned me explaining the amount of consults but never said that i cannot use my GP for this consult or not. And because i had to see a doctor, and i have previously been told that if the doctor is listed as a network doctor and has full cover, i went there.

Upon arriving I got told that they will not be doing the free consult and that I need to pay the doctor cash! I DO NOT HAVE THE MONEY, EXACTLY WHY I HAVE MEDICAL AID , THAT CHARGES ME A FORTUNE!!!

I now have a outstanding amount that needs to be paid to MEDICROSS, which I feel discovery is liable for!! The consultants gave me incorrect info and due to their incompetence I now have to choose, do I buy bread for my family this month or pay a bill at a doctor that they said i can go to??

I have sent another email with the bill from Medicross to Discovery right after the doctor visit, requesting that Discovery settle the R280.00 bill with the doctor as I did what I was told by Discovery employees.

I got called as a response to the email saying that the doctor suddenly isnt a network doctor and that Discovery will not pay this bill. The lady was going to investigate it and get back to me... THIS NEVER HAPPENED!!

I sent a follow up mail, upon which I got called again and told that they can see a call on my system saying that i cannot go to the GP as they are not part of the network... NOT UNDERSTANDING THAT THAT CALL WAS AFTER I BEEN TO THE DOCTOR AND IS CONFLICTING WITH WHAT I WAS TOLD BEFORE.

Again I was told that they will investigate the issue and get back to me... I was phoned back again not even 10 minutes after the above call and told straight up that DISCOVERY will not be paying the MEDICROSS bill.

I REFUSE TO BELIEVE THAT A HUGE COMPANY LIKE DISCOVERY THAT DEDUCTS R 3083.00 PER MONTH FROM MY ACCOUNT CANNOT PAY R 280.00 DUE TO THEIR STAFF INCOMPETENCE? I CANNOT PAY THIS AMOUNT OTHER WISE I WOULD HAVE!!! JUST TO SPARE ME THE HEADACHE OF TRYING TO GET A BIG COMPANY TO UNDERSTAND THAT THE INFO THEY PROVIDED ME IS WRONG.

THE CONSULTANT WAS NOT ASSISTING ME IN A MATTER THAT I FELT WAS NOT MY FAULT, I ASKED TO SPEAK TO SOMEONE WITH MORE AUTHORITY, UPON WHICH I GOT A LADY WHO WAS JUST ON THE LINE TO MAKE ME UNDERSTAND THAT THEY WILL NOT PAY FOR THEIR MISTAKE, BEING VERY SHORT AND NOT ALLOWING ME TO FINISH MY SENTENCES.

I ASKED TO PLEASE SPEAK TO SOMEONE ELSE AS I CAN SEE THIS IS GOING NO-WHERE. SHE PROCEEDED TO PUT ME ON HOLD FOR A VERY LONG TIME, COMING BACK SAYING THAT THERE IS NO OTHER MANAGER ON DUTY AND THAT SHE WILL GET SOMEONE TO PHONE ME BACK THE NEXT DAY, TODAY IS DAY 4 AND STILL NO ONE AT THIS "EXCEPTIONAL" COMPANY HAVE CONTACTED ME!!!

DISCOVERY MAN UP TO YOUR STAFF ISSUES , SETTLE THIS ACCOUNT AND ACTUALLY TRY TO SOUND LIKE YOU ARE WILLING TO ASSIST YOUR CUSTOMERS EVEN WHEN YOU NEVER INTEND TO..

#MONEYMAKINGSCHEME.

REGARDS, JONICE