Lack of efficiency and professionalism

I am feeling so frustrated with Discovery!!! 1. On the 21st May my daughter went to casualty with a bad case of bronchitis. She was not admitted. She went for an x Ray and a consult with the doctor. I spoke to two consultants at Discovery who confirmed that the Kids Casualty benefit covered the hospital fee as well as the doctor fee because Dr Richards and Partners fall under their Kids Casualty benefit as well as the hospital. I was told by the first consultant that he cannot send me the list of the doctors for this benefit as it is a Discovery document but that the doctor falls under the cover. I called again on a different day and the agent also confirmed this with me. After a few days, the hospital called me for payment. I then sent a message on Facebook to discovery but each day I was just told that they will give feedback but still no feedback! I didn’t even get a reply via Facebook when I followed up yesterday. This is really frustrating as it is now the third year that I have this issue regarding this Kids Casualty benefit. Why is it even a benefit if it is going to be such a mission to claim it?

Secondly, I submitted a claim for my daughters dentistry which was done on the 03rd June. I waited 3 working days for feedback of the claim, but nope - nothing. I then called and was told that the invoice I submitted was a quote and I needed to submit an invoice. First of all, why did no one call me or email to say this? Why did I have to call? I then immediately sent through the invoice and still no update on this claim either.

I am really disappointed in how slow the claiming process has become with Discovery. There used to be so much efficiency with the brand but now the service is literally just going down. I would really appreciate it if someone would contact me as I feel that it is now long over due. If these claims are not going to be reimbursed then I need to at least get feedback and an explanation because then the information provided by yourselves is then incorrect and *************