Pathetic Customer Sevice

<p>The administration when a member needs to be admitted to hospital is a total disaster due to the following reasons;</p> <p>1. When a member is admitted to hospital two different authorisation numbers are issued. The last one from the Deputy CEO a week after the procedure has been completed. Then the last authorisation number is used as an excuse not to pay for the medical procedure. The fact is that no hospital will admit a person without an authorisation number from their medical scheme. Admin staff do not understand which procedures are in-hospital procedures which result in incorrect payments.</p> <p>2. When contacting the customer service centre be prepared to hold on for approximately a half an hour due to several reasons e.g. you must first listen to their new products during a call which the member must pay for or, their system is very slow or the person assisting do not know how to get the correct information on their system. </p> <p>3. If you ask the person to phone you back the response is that they cannot phone back from the call centre which means that members must pay the costs for their mistakes. </p> <p>4. When you eventually speaks to a consultant she sends you the incorrect information.</p> <p>5. When a query is submitted by e-mail a response is sent back to inform you that you owe them money and if you want to know why please contact them again - a vicious circle that never ends.</p> <p>To resolve queries related to services rendered by Discovery Health it turns into a nightmare.</p>