Not Settling Claim

What an absolute disaster!

Called on the 13/11, spoke to Ziyanda, to ask why an optometry claim was rejected. Was told that there in an internal error at Discovery and that payment would be made in 2 - 3 working days. She was pleasant and extremely apologetic. 7 min call. 27/11 spoke to Yolanda as no payment was made. She told me that Ziyanda should never have apologized to me and that there were no system issues on her side. I had to cut the call because I needed to go to a meeting. Yolanda was rude and abrupt. 10 min call 29/11 Spoke to Lethu. He confirmed that the error needs to be corrected on Discovery's side. He said I needed to speak to Ziyanda and said he would send an email requesting Ziyanda to call me. As I was going to be in meetings I requested that Ziyanda call me after 1pm. I never received a call. 26 min call 30/11 Called again. Spoke to Simone. She told me that there is indeed a problem on Discovery’s side and that the rejection was an ‘invalid rejection’. She spoke to her manager and was told that Discovery is busy investigating the invalid rejections, that a number of clients had been affected, and that no time frame could be given for resolution. 12 min call

Almost an hour of phone calls, endless repeating of my problem and zero resolution. Not only zero resolution but no indication of when this could/would/may be resolved. Will it take a week, a month or a year? No-one can tell me. In the meantime I must sit with no contact lenses! Unacceptable!

Let’s talk TCF, more specifically the number of outcomes you have failed to ensure I experience. Outcome 1 – do I trust you to have my best interests at heart? Not a chance. Just listen to how Yolanda spoke to me on the 27/11. Outcome 3 – are you communicating clearly? NO! I have to continuously follow up with you. Outcome 5 – are you meeting my expectations? Hell no! I have an expectation that if I submit a claim, and I have benefits available, that Discovery will settle. Not only that, when I was promised that the payment would be made in 2 – 3 working days I expect exactly that! When I was told that Ziyanda would call me yesterday you did not keep your promise. Outcome 6 – Are you making it easy for me? Definitely not! This is turning out to be one of the most frustrating interactions with you I have ever had.

What do I want? I want you to sort this issue out. Not next month or next year … I want it sorted out next week! I want payment made to MH Thomson, my optometrist, and I want proof to be emailed through to me. I am really not asking a lot. You get my premiums in time every single month, now it’s time for you to hold up your end of the deal.

Logged a complaint on your website, promised a reply in 24 hours. Guess what (don't hold your breath or you'll pass out) ... NO REPLY.

Did I mention I’m frustrated? Well I’m angry now too!